I had a VERY similar experience with Touch of Modern
My Cyber Monday 25% discount did not apply to a $150 pair of shoes I bought. So I made the purchase and contacted the company, assuming that would be an easy credit for them to issue. I got an initial response to my contacting of Customer Service rather quickly. However, the response was poorly written and unclear. So I responded with my questions well over a week ago. I have been calling and emailing ever since with absolutely no success.
I asked that they credit me the 25% and if they are unable to do so, cancel my order. Since they are radio silent (and proudly so?) it looks like I will be stuck with these shoes... If they even arrive at all.
Reason of review: Poor customer service.
Monetary Loss: $150.
Preferred solution: Let the company propose a solution.
I didn't like: Customer service.