ThinkGeek has won my praise for their handling of what is now being called the Dragon Fiasco.
Mom bought sis's boyfriend some Canned Unicorn Meat for Christmas, so naturally I found myself buying him Canned Dragon Meat. It makes sense.
Saturday evening I took mom's laptop into a bedroom to do it (we were all at mom's party, and I had to take it away from where SBF could see). The site wouln't take my debit card. Okay, I'll use my credit card. Didn't take that either. Went to get sis. She tried her three cards. Nothing. We got on the livechat. Sis talked with the guy, sent me out to entertain her boyfriend. I left my two cards, told her which one I preferred her to use, she stayed talking to Livechat.
Apparently the billing department is completely self-contained, and the guy on the livechat customer service couldn't see what was going on with the cards not working. Customer privacy issues and all that, which I understand. He suggested a few things we could do, and then Sis paid through PayPal. It was a last resort, but I don't have a PayPal account, and hers is attached to her bank account. Great, so I'll pay her back, and the shipping says it may be a week.
Tuesday the package was delivered to mom's house (I ship everything there, safer than my apartment complex). Great, enough time to get it to SBF before he leaves for Georgia to see his family! Mom brings it to me at work on Wednesday, I open it. Inside the shipping label says Dragon Meat. Under that is a clip-on camera lens for iPhones. No dragon meat. Of course not, why would there be dragon meat in the box that was shipping me dragon meat?
Customer service sent out a replacement box of Dragon Meat, 3-day shipping, no charge. She walked me through the returns process, and said that I had a few weeks before I'd get in trouble for not returning it. The hold time to talk to someone was minimal, and the representative was polite. Everything was handled wonderfully.
I don't know if I'll get the Dragon Meat before SBF leaves for Georgia (I doubt it, he leaves tomorrow), but honestly, ThinkGeek just gained a customer for life. They've been wonderful through it all.