Terrible wait time customer service

Order annual book, did not like, called and received return label, returned by UPS on 5-18-2020. No refund yet. Called on hold for excessive length of time. Finally, a customer service answered and told me my refund check was going to be issued today and should receive in about 3 weeks. Today is June 22, 2020. Unhappy customer.
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ID
#2004977 Review #2004977 is a subjective opinion of poster.
Location
Hamilton, Iowa
Service
Americas Test Kitchen Customer Care
Preferred solution
Full refund

Paid extra for expedited shipping, delivery was late.

We paid 12.95 for expedited shipping on an order so it would make it in time for Christmas. Our order was placed on December 12th. It was delivered on the 27th. UPS is offering refunds to customers. Why won't ATK pass these refunds on to their customers? I have sent 2 emails, been on hold for 45 minutes and have yet to speak to a company representative. Our emails were answered electronically. My sister-in-law placed an order the same day and her order was late also. Why ATK answer the phone or emails? When will anyone receive an answer?
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1 comment
#765140

Contrary to popular belief, paying for expedited shipping only speeds up the processing and shipping of the item from the warehouse. It does not speed up the actual delivery of the package beyond that. You pay them money, they prioritize the processing and shipping of your package over packages using standard ground shipping. That's what you're paying for.

Depending on weather, traffic and the amount of packages being delivered(and December is a busy month), it may not arrive on time, and UPS can't do much about this. ATK, similarly, can't do much about it. If UPS did expedite your package(as in, process it faster and ship it from the warehouse quicker), then they're unlikely to offer a refund on that. Kind of a *** move, but it can't be helped.

If you want your package delivered before a specific date with no issues, you'll (unfortunately) have to pay extra for UPS 2nd/Next Day Shipping, and you'll still have to wait a day or two for processing and packing before it's actually shipped.

ID
#467174 Review #467174 is a subjective opinion of poster.
Location
Greensboro, North Carolina
Loss
$13

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