I've had a Goozex account for 2-3 years and I've always used it because of its simplicity. I'm very busy these days and it's simple to just pack up games when requested to and set a list of games I want and get them. No one keeps it simple like Goozex does in my opinion and I've spent a good amount of money over the years purchasing points and trade tickets. I've made around a hundred trades or so over the years and love the service. I have a score around 350-400 on Goozex, I believe 450-500 is perfect. Meaning I've had the service long enough and used it as instructed and I could do around 30 trades at a time, because of it.
That being said, for some unexplained reason my account got suspended in January of 2011.
So I figured that I would simply send an email to customer support and it would be handled with tact and efficiency. Unfortunately, I received neither... in fact I received no response at all for the past 5 emails I've sent to customer service.
Here's a simple timeline.
1/20/2011 - Noticed my account had been suspended, so I sent an email to customer service. I have trades to go out that I accepted on my iPhone while I was at work... but work blocks goozex so I wait to get home to print shipping labels. When I got home, goozex was blocked.
1/24/2011 - Never received a response - sent another email. That day I made a comment in the official Goozex thread
1/25/2011 - TolDawg sends me a PM to give me a hand with my account. "I contacted a mod at goozex to look into your problem. It will be flagged to get a quicker response."
1/27/2011 - My account gets reinstated... no one told me it was back up, I just happened to sign in before going to work. I plan on coming back home to finally send out my trades. That night, my account was suspended again. I send another email to customer service explaining the situation.
2/01/2011 - After getting no response I ask TolDawg to give me a hand again to reinstate the account. He says something about trade timeouts. Keep in mind, TolDawg doesnt work for Goozex, so basically I'm hearing infomation about my account second-hand. Not very professional, but at this point I just to get my account back up to use up the 10 trade tickets I bought before all this happened and my 2500+ points.
2/03/2011 - I finally get an email from cheeznrice (someone who actually works for Goozex) reinstating my account. I sign in, its disabled. I respond to him, I get no response. I find out he's on here, so I PM him...
2/04/2011 - He sends me this "I've contacted CS. I'll let you know when I hear something."
2/14/2011 - I get an email from Goozex about getting some games in the mail. So I immediately go to sign in - disabled. So basically it gets disabled the moment it gets reinstated and I send other email to customer service.
"I really don't know why it keeps disabling, this is the 3rd or 4th time in a row and I can't trade or receive trades. It disables right after a re-enable. I was getting help from "cheeznrice" but I haven't heard anything in a while. At this point I'd like to at least use the 2000 or so points and 10 trade credits if possible. I don't mind taking a break from trading, because this constant disabling is destroying my 350+ rep."
No response....
2/21/2011 - I get my games and a request from Goozex to leave feedback. But I cant sign in... I contact customer service again. (You can only fill out a web-form... to the best of my knowledge there is no other way)
Then I make this thread, because I only seem to get any type of response from Goozex when I talk badly about the company on this site.
I really hate to do this , I love the service and its been good to me the past 2-3 years.. but this is ridiculous. My only guess is that the whole system is automated and they don't know how to keep my account from snowballing.
I have still yet to hear from customer service. After 5-6 messages and over a month.
Also - I sent something into the BBB.