On 8/8 i placed my 1st order for a Jansen backpack for my daughter after sometime i called to inquire about shipping times. I was told that the order could not be found even after giving all my information, i asked how it could not be found when i had 2 holds from shoes.Com on my account for days. In the end i was told to place the order again, the pending charges did fall off within a few days so i place the 2nd order on 8/13 & again i see 2 pending charges on my account! i call to ask about the extra hold, to make sure the order was received & to check on shipping information. I was told they were having problems with the manufacture's warehouse therefor it would take longer than normal to ship & receive, but 2 days later (8/16) i magically receive the order sent via ups 2 day! which means they put the blame on Jansen's warehouse & took no responsibility. A week later (8/21) i receive a duplicate order. I check my account & the 2 charges posted to my account! i call & was told time & time again that it was not showing 2 orders nor was it showing 2 charges! i offered to send a paper copy of the charges & was told i could send it to the customer service department for review!! i told them i was not sending anything blindly because their track record on finding anything was horrible! finally i asked to speak to a supervisor & 15 minutes later i get an equally incompetent supervisor, after explaining the situation again for the umpteenth time james (supervisor) finds both the 8/8 order (1st order) & (8/13) & his very professional response to me is "i will send you a return label for the extra item & will waive the restocking fee!!!" i ask "waive??? it was all your fault & you think you're going to waive the fee? no you are not waiving anything! you're going to eat it because that was not my fault!!!" he goes on to explain that is why he is "waiving" the fee. I told him to not think he was doing me a favor by "waiving a fee" this was all their fault & there should be no restocking fee to begin with! i told him i was sending back the package immediately & asked that just as quick as they took my money i wanted it back. James (supervisor) proceeded to tell me it would take 7-10 business days! i was done arguing he had an aura of superiority the whole time & he was just plain rude i still can not understand why the other staff could not find the 1st order?!? he did say there was a typo on the email but even after i gave them all my information they still could not find it & he with all his arrogance found it! i believe if they would have looked a little harder they could have found the 1st order & all this would have been avoided. In the end i received a return label & good old james "waived" the restocking fee! the refund is yet to be processed!