FOCO — Local services in Piscataway Township

Terrible, non-existent customer service and deceptive about customer issues!! I had an order I placed in June 2020 stolen before I ever received it. I have the theft on film and a plosives report. It turned out per FedEx that FOCO needs to file a claim for the theft and not me. FOCO will not respond to emails - they’ve gotten my $$ and cannot be bothered. I’ve found from the BBB and reviews on independent sites that my experience is completely common! There’s no reason I should be out $40 when thefts are covered by insurance. What’s more, this company actually reached out to me to do a review for their site. on the products I never received. I wrote the review - 1 star and the reason for it - and they didn’t publish it. They manipulate their ratings on the FOCO site. They have a lot of BBB complaints under another name - ForeverCollectibles.com - as well as in their current name. I’ve warned others looking through their instagram not to be taken in and they remove my comments- I keep screenshots... I’ve filed a claim with the BBB. This company needs to spend less time pulling negative comments and sanitizing reviews and more time assessing customer...

So while I did eventually receive my purchased item, this company has the worst customer service I have ever experienced. I have been emailing continuously for almost 2 weeks and have not received a response from an actual person; I have only received automatically generated email responses saying someone will get back to me, but no one has. I have tried calling, but you cannot get a person on the phone. No matter what option you choose, you are sent to the same answering message. You can leave a message, but like with the emails, no actual person gets back to you. I tried to contact someone because I received an email saying my item was sent by UPS on 12/6 and a tracking number was provided. Since then, I have tried tracking the item and it still just says "awaiting item." I wanted to find out what was going on. Today my item was delivered - by FedEx! ...

UPDATE: foco did the right thing and refunded the cost of my purchase, including shipping. Based on this action, coupled with a highly satisfactory purchase experience the first time, I have upgraded my review to 4 Star. [What a disappointment... A month ago I ordered a Missouri Tigers gaiter scarf and have been totally satisfied; I wear it every day. But I figured it would be a good idea to have a second scarf and ordered one with the KC Chiefs logo. Well, the logo is about half the size of the one advertised at foco.com. After two email to Customer Care, I did get a response: "Sorry." Guess that's it. For sure that's it for me ever ordering another item...