Hello, thank you for providing feedback to us. We sincerely apologize for your experience. We take the privacy and security of our customer’s personal information very seriously, and that is why we have these policies in place. We understand the importance of securing and protecting your information. We maintain safeguards to secure your personal information and to help protect the integrity and privacy of the personal information you provide. For example, when collecting credit card information, we offer secure-server transactions that encrypt your information in transit to thwart someone form intercepting and misusing it. This includes verifying the billing address and the shipping address match on the first order for new cards added to an account, and for new customers placing their first order. This helps prevent fraudulent orders from being processed. 100% Customer satisfaction is always our goal and we would love for you to give us another opportunity to exceed your expectations. Please provide an Order Number, Tracking Number or Phone Number associated with your account so that we can review it. You can contact us at 800-619-3000 or by email at customercare@jtv.com. We do respond back to emails, but it does take up to 24-48 hours for us to get back to you.