Estes Rockets 9991 | Space Shuttle - Flying Model Rocket | Beginner

I ordered a Gemini Titan rocket and it wasn't nearly what I expected. So I asked if I could return it for a refund. They said I would have to pay for shipping ($25), but I could return it and get a refund less a 10% fee. Seemed reasonable. They received it on 30 July. A week later I sent an email asking if my return warranted a refund...crickets. A week later I sent an email asking if they received the package...crickets. A week later I called and was told they would look for it and give me a call back...crickets. A week later I called again and was asked to remind them of who I was again. They said they'd call me back that day...nope! The next day I called and was informed that I wouldn't be getting a refund (2-inch tear in the packaging) and the last time they saw it was in a bag in their dumpster. So I asked if I could get it out of their dumpster. Later on that day, I received a message (yes, a return call) that said they had it now and I could come pick it up. So I drove the hour down to Penrose, CO and retrieved the rocket kit, which I have donated to a local organization that might be able to use it. But the level of customer service was horrible and it is apparently a known issue that the guy who works customer service is overwhelmed. Well, I can no longer endorse Estes Rockets and don't what anyone else to fall victim to what, hopefully, is a temporary issue. My organization reimburses schools for purchased rockets (thousands of dollars a year), and I will inform them that reimbursements will most likely no longer be made if they turn in Estes Rockets invoices. They should find another supplier. Once again, until I ordered from them, I was a fan (even have a shirt). I understand the lack of a refund, but the customer service during this encounter was extraordinarily bad. Hope it gets better.