I must have been mad to TRY to purchase something off this company to begin with but any way, here is my complaint.
7th April '10. - Went online and purchased Windsor Pilates Total Body Workout from Guther Renker. Supplied them with my credit card details. Received an email the same day to tell me the order had gone through and I could expect the products 'on my doorstep' in 14 days.
10th April '10 - Had to cancel my credit card due to it being stolen. Called Guthy Renker to advise of this fact but was told that due to a high number of calls they were unable to take my call so they would take my number and call me back.
13th Aptil '10 - After receiving NO call-back, I received a letter from Guthy Renker advising that my credit card had not gone through and they now required me to re-send my details through to them BUT, not to worry the order would still be processed regardless "to prevent any inconvenience" to me. So I sent the details back the same day.
21st April '10 - Called to find out where the products were, but "due to a high number of calls" they would have to take my number and call me back.
23rd April '10 - as above
25th April '10 - as above
28th April '10 - called again, when asked for my number so some one could call me back, I refused and said I wanted to speak to someone NOW. Amazingly, some one happened to be available and they put me straight through.(Please excuse the sarcasm but I am mad as hell). I was told by the person who so willingly took my call that the order was only placed on 27th Aptil '10 and that they were out of stock and she did not know when they would be getting more product in, "maybe the end of May". When I asked why the order had only just been placed, she told me if was becuase my credit card hadnt worked. When I told her the letter had said the order would still be processed she said "oh well that's not the case, the letter is wrong, some one should have changed that". And when I asked her what I could do now she said "either wait or cancel the order". So I hung up.
I then sent a email to complain from which an automatic response was sent to me advising some one would call me in 72 hours.
4th May '10 - After not receiving a call back, I called them. I straight away asked to speak to the manager when the person on the phone said she couldnt find my account. After 20 minutes of being on hold, this "Manager" said 'what can I do for you today'. I couldnt beleive that after all the crap I had been through, no one there had recorded anything on my account, and the previous consultant had not told her manager why she was putting me through to him! So I explained all of the above to the manager to which he said "oh we are phasing out Windsor Pilates, whats why you havent received anything". He also told me that I would either receive nothing at all, or I might be one of the lucky ones who would receive the introductory kit.

Not surprisingly I cancelled the order and told them to refund and charges to my credit card. I was even more mad when he told me that every consultant had known about the phasing out of Windsor Pilates but none of the other 100 consultants I spoke to was able to tell me this nor did I recieve any correspondance from them to tell me this was the case. When I asked for compensation, as I had to then purchase something else for the person I was buying it for, I was told he would refund the postage and handling... Um, what? The postage and handling on what?!? I cancelled the order!
Any way, don't purchase through Guthy Renker!

After several calls and being put on hold several times for 3 consecutive days, I finally got one person from this company who promised to call me back but failed to do so.

All I wanted was to get the Returns Authorisation Number and post back the item which I did not order for but was sent to me on 14/05 and to cancel the instalment plan which I did not request for but was put on the invoice as well.

I only wanted the initial order on 02/04 which I have since paid for and not anymore.

I will appreciate it if I get a refund and my credit card is credited to that effect and also not charged anymore.