I have been a loyal DRUGSTORE.COM customer for 10 years or so. I have gotten all of my family members and friends to shop there and until today, had planned on switching all of our pharmacy/prescription orders over to them as well. That all changed for me in the course of an evening. It all began as I was placing 2 orders at drugstore.com this evening, simultaneously, one for me and one for my mother. There was a product that had been heavily discounted and I immediately added (3) of the said products to my cart. As I did this, I received a pop-up message stating that the item was back-ordered and would have to be shipped separately from the rest of my order (totaling around $300 at the time -- I was still adding to the order as the drama unfolded, but there were 34 items in my cart at the time!). To loosely quote the "back-order" message, it said something like "This item is on back-order and will ship in 1 -2 weeks, separately from the rest of your order... because you are a valued customer, we will not charge any additional shipping charges when the item(s) ship out, etc, etc". Fine so far and items are added to my cart at the price that was listed -- it was at this time (approximately 7:55pm EST) that I went to the check-out page for my order. At the same time on another computer, I was trying to apply an "instant online coupon" to my mother's order (again, a separate order) for another set of products -- the "instant coupon" was not registering, so after trying unsuccessfully for a good 5 minutes to get it to work on my own, I decided I would call customer service and ask for their assistance with the coupon. While waiting on Customer Service for my mother's order, I went to finish my check-out process only to have a new screen pop-up saying that my cart was empty. Again, I am very familiar with shopping at Drugstore.com and NEVER has the site closed me out after 5 minutes of non-activity. I figured I was going to have to go back and add all the items in my cart (again, 34 items) and had to use my back-browser to see the check-out list and print that so that I could begin the RE-order process... a total pain, but still not a deal-breaker. Deal-breaker comes when I go to add the 3 "discounted" birthday gifts that actually inspired me to place such a large order. I noticed when I added the item, that the price was close to 5x the price that I had on my other "check out" summary. I unsuccessfully tried to use my back browser to access the product the same way that I had before, but to no avail. In total disbelief I call Customer Service, desperate for them to help me fix the problem as I had already told the 3 recipients of the gift that I was getting them. When I called I spoke to a gentleman who was nice enough in the beginning stages of the call. He looked up the product on Drustore, com and then on Beauty.com and said that "yes" there was a major price discrepancy between the 2 sites (beauty.com was significantly higher) but that they would update their system and honor the lower price while also pointing out that it was strange because the systems don't update until midnight and that usually they see these pricing errors closer to/during that time. It wasn't until I pointed out that NEITHER of the 2 sites were quoting the price that I had gotten that is when the back-tracking started. First I was told that I must have misunderstood or misread or something and when I told him I had saved the page and printed it out and could email him did he start to take me seriously. Reluctantly, he gave me his email address ([protected]@drugstore.com)-- basically I had to beg to prove to him that the price that I was quoting was actually the price that I WAS quoted. After being on hold for what seemed like ages, he came back and said he saw the email, couldn't explain how that must have happened but unfortunately they were not able to honor "typos". I asked why he was willing to honor the price 10 minutes before and he hemmed and hawed and finally said that the error occured because the system was updating. Again, I had to point out that he had (mere moments before) just explained the system uploads didn't happen until midnight. Realizing I was getting absolutely nowhere fast with this guy, I asked to speak to his manager who of course was unable to talk to me -- although I was instructed that there was nothing she could do to assist me either. So I asked for managers managers and so on and so on and I could get nowhere. It wasn't until I advised him that I was recording our conversation (and hoped that he was too) that he started to moderately help. He gave me the name of the OTC manager "Kate" and after being on hold for another lifetime, he finally came back and gave me the name of her manager. While I was on terminal hold I started looking up the higher-power-that-be at drugstore. com and by the time he came back to the phone to give me the name of the "day manager"... the only manager's name he was able to recall, I already had all the names I needed. When I recited these names and asked if possibly these names sounded familiar, he first said that he "thought so" and then said "yes". It was like pulling teeth to have this conversation with a so-called customer service rep (who in my opinion was ANYTHING but). I told him not to bother with anymore middle-man managers and that I was going to start straight at the top. I told him I was going to start with BBB, the Drugstore.com Legal Team, and keep going up the chain by contacting Ron Kelly, Julie Johnston, Jon Axelsson and finally Dawn Lepore -- and if none of those people are able to provide the Customer Service that I deserved and the products I ordered at the advertised price, I will write them letters, post complaints on every website I can find and make a point of discussing on radio show.