The New Mexico Catalog Complaint - Beware of the New Mexico Catalog!
I ordered green chile from this company in October 2010. It took a while, but I did eventually get my chile and had no complaints about the product.
In early November, I discovered that they had charged me twice for the same order. They first told me to call the credit card company and dispute the duplicate charge. I told them that the charges were to a debit card and the funds were already transferred to them, so they would have to refund. I was then told that I would have to wait for the owner to return to have a refund check issued. Okay. No communication, no check. I reached out again, and said they could just give me my credit in merchandise. I asked for a tortilla warmer shown as available on their website. I got an email from Mary, saying that they no longer carried them and that she would have to look through their inventory to see if there was one available. Back into the cone of silence. When I inquired about status, Mary responded that it took time to search through all the boxes in their inventory. I gave up on this for quite some time, then just mounted a concerted effort to call and leave a message every other day until I heard back. After a few days of continued silence, I placed an order for some tamales and chiles rellenos on their site this morning. I included a note saying that I expected them to apply the credit they owed me to pay for it. I also emailed them to say that this is what I had done.
This is the response I just got from Mary: "Apparently you are going to pretend that I did not call you Monday and leave you a message with a check number for your refund. I will put a stop payment on the check and we will ship your order as soon as possible.
I did find the message on my home voicemail (which I don't listen to reliably, which is why I don't tell people to call that number – she must have gotten it from her caller id). The message was from yesterday, meaning that it was in response to the second message I had left this week. I emailed Mary and told her to send the check or the merchandise, but just do something so I can close this out. Total elapsed time, assuming they make good on the check / merchandise shipment in the next week – 3 months!
Product seems fine. Customer service is non-existent bordering on hostile, and the phone / email dance to get a hold of someone is absurd. I should have done a Google search before ordering from them, since it seems I am just another in a long line of disrespected customers.
They don't have a stranglehold on the NM chile market, thank heavens. I know I will never give them one more shred of business, nor do I recommend that anyone else do so.