Shelby
*Resolved* Having to fight for a refund
*Resolved to satisfaction on 8/19/2025 via a manager reaching out personally! Updated review to reflect the stellar customer service received regarding this* I had ordered a book from BAM on 8/7/2025, that was listed as in stock on their website. The item shipped within 24 hours after being ordered. Everything was going normally until the package hit Dallas, Texas. 24 hours after arriving & departing, I received a notification that my package was out for delivery - it was but in the wrong state. Confused as to why, I double checked all my info - convinced that maybe I had mistakenly entered something wrong such as a zip code. But my account, order confirmation, & even shipping notice were all correct down to the zip code. Checking their FAQ, the most I could find was info on when customers select the wrong address themselves, nothing regarding my situation - however I did notice a particular little policy, that once items are marked as delivered regardless of if their sent to the wrong address BAM does not issue refunds (the most you can receive is a one-time replacement or store credit). Now worried that despite the error not being on my end, I’d fall under this, I contacted their customer support via the form on their website. While waiting I decided to do some digging to see if I can find a solution, leading down a rabbit hole of less than stellar reviews for a variety of reasons. Now increasingly worried, especially since it could take 24 hours at earliest for them to respond via email - I contacted their live chat support, which is when I was informed of the following: After informing the rep of the problem, I was told that this was because the item was returned to sender, however the item had never been attempted to be delivered - in fact it never made it to my state! When I informed the rep of this, I was told that while it should have gone to Louisiana after arriving/departing the Texas facility - the Texas facility returned the item to the sender, & "this could be due to damage or other package issues". Upon further prompting as to what I was now supposed to do or what the next steps are to receiving my order, I was then told that I would be refunded once the warehouse processes the return. I had to inquire further about what this entails, which while I will receive my refund on my original form of payment they could not give me any specific timeline as to when I would be refunded. As the rep stated "it depends on how long the return process takes when it reaches the warehouse floor. Then from that point you will get an email & a refund that takes about 3-5 business days to post after it is issued". So now I'm unfortunately waiting for a refund, additionally even once I receive it - I will have to look elsewhere as the book I ordered is now on backorder. The order was delivered back to sender on 8/12/2025 - & I am STILL waiting for my refund, I’ve had to contact customer service several times to follow up, at no point has my email ever been responded to that I submitted via their customer support form. The only way I've been able to reach anyone is via the live chat. It has now been 4 business days (as of 8/18/2025), & today after contacting customer support I was informed that the refund will be issued once the manager of the warehouse processes the return, & that returns are processed in the order their received (this is the first time I've been informed of this). I would rate this 2 stars because, while they had quick and prompt customer service via the live chat option and this is the first genuine issue I’ve had with them - I had to constantly contact them to find out what’s happening, as well as I had to continuously prompt the rep for further info: why was it out for delivery in another state > how could it be returned to sender if it was never in my state to begin with > what do I do next? How do I get my order? > How long does a refund take? Will it be refunded to my original payment? After the first initial question or the second one at most, the remaining information should have been readily provided without prompting.