I purchased a Leapster L-Max online after having a hard time finding it in the stores after Christmas. It took over 2 weeks to arrive, then the touch screen broke within 5 days. I called and they said they would ship out a return mail slip to pack and send it back. This took 2 weeks to get just a return slip... Shipped it back to them same day on 1/29. We still didn't receive a new one or hear anything so I called them on 2/15. Rep confirmed they received it on 2/4, but had no idea what the status was, where it was at, when a new one would be shipped. Said we should receive it within 2 weeks... I said cancel the order and credit my card back and went to Target and bought one that night. Thinking that was the end of this, a month after I called to cancel, guess what I get in the mail?? A replacement L-Max. I called customer service again and asked them why they shipped me a new one when I canceled my order, why they didn't credit my card back. They gave me some BS answer that they already sent the shipping information to UPS... Then she wanted me to pay out of my own pocket to ship it back to them or wait and they would ship out a return mail packet. I finally got to the manager and she said they would ship out the return mail packet by end of week... To be continued if they keep screwing this up..
I work in the e-commerce industry with merchants all of the time and this has got to be THE worst company I have ever seen from a service, billing fulfillment and customer service perspective. It is pretty standard when you ship anything out nowadays to always include a return slip (it cost the company about 3 cents to do this..). When a customer returns something, you should be able to track it from the first second you get it until they sign for the new replacement. That is just basic e-commerce 101. When someone returns something, don't take 2 months to replace it. Stop outsourcing your customer service to India. etc. etc.
Lesson learned here, DON'T BUY FROM THIS COMPANY DIRECTLY. If you like their products, go to Toys R Us, or Target, buy them from there and pay $8 for the replacement plan!