I was on the fence on what gps tracker I wanted to get. It came down to trackimo or marco polo. I decided to go with trackimo. I ordered it last thursday morning when I got up. Since then the order tracking still says confirmed. Yesterday I decided to use the website chat feature to inquire as to when it will ship and if it would get here before Christmas? The response I got was that they were slammed and it may or may not ship before Christmas. Today I decided to call. I spoke to a gentleman named Rick. He told me he would look into it and give me a call back in 5-10 minutes. Over an hour later I was done waiting so I called him back. He informed that they lost the order. When I asked why no email was sent he didn't know. He didn't offer any solutions to the problem except that they would send one out today and it may or may not be here for the holiday. I told him my confidence in the company was gone and I wanted a refund. He told me that he is customer service and refunds are not his department. He told me I had to submit a service ticket. After numerous failed attempts to submit a service ticket(needed tracker serial number) I called back and he submitted the ticket for me. I now sit writing this not having any reponse from the refund department except the form letter they send out. All I wanted from this company was that after they lost my order that they expedite shipping. Lord only know when I will get my refund. I guess the advertised 30 day hassle free guarantee doesn't mean much.