A Huge Embarrassment to American Express, Incompetent

I ordered 2 pairs of Donald Pliner shoes on 11/19/13 and my AEX card was automatically charged and billed. The items never arrived at the estimated delivery date. Two weeks post estimated delivery date, the items have still not arrived. I contacted Vente Privee to inquire about the undelivered items and was told that the items were "not available" from the manufacturer. I was never informed of this. I cancelled the order, disgusted by the poor customer service, and received an e-mail confirmation of the cancellation. Well, a week later, one of the 2 items that I ordered arrived. I have several pairs of Donald Pliner shoes, and this pair felt and looked cheap and suspiciously copied. I contacted Vente Privee reminding them of the cancellation. Customer Service could not explain why the shoes were delivered despite my cancellation of the order. I also inquired whether my account credit has been processed for the 2 cancelled items. Response? "No, not yet." I asked why, and response was, "I don't know." I pointed out that Vente Privee had already taken my money since 11/19/13 for an order that was never fulfilled. I was told to call back after the holidays to seek a resolution. I then asked to have a return label processed for the the item that Vente Privee mailed by mistake. I was told that the return label will be e-mailed to me "in 10 minutes." Thirty minutes later, no return label delivered to my e-mail. When I called Vente Privee, a voicemail message that the offices are closed came through.

There appears to be a high level of incompetence in this company, and a total lack of transparency. This was, by far, my worst experience in online shopping. I hope American Express takes notice as this company is not serving the needs of loyal American Express cardholders/customers like me.