It appears, when Kerri ordered, unknown to us the dealer gave us her credit card information. When he ordered from us again about a month ago, we ran the number we have on file and charged $956.
This is completely against our policy. Credit cards we run should belong to the dealer and giving us someone else's information actually raises some serious legal issues. We will be addressing this with the dealer.
Either way, when Kerri called us a couple of weeks ago, we failed to call her back. That was not right and I do apologize. Furthermore, when she contacted us via our contact form about issues with her seat, we did not respond. Again, that was not right and I apologize.
We are continually working on our customer service policies and procedures and, as it appears, we have some work to do. I am sorry and will be working tirelessly to improve.