Paone Mechanical

Final Consumer Response / [redacted] (2000, 3, 2015/12/21) */ Just advising that Owner finally got back to me today after submitting my complaint and advises that my order is to ship today She advises she is just alone having lost her assistant and is behind on orders You can hold off my complaint since technically if shipped today it would fall in there business daysI panicked after reading the complaints and no one responding to my emails

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ This item has been on backorder with my silver supplier unfortunately:( I emailed customer on [redacted] to let her know about back-order, but did not hear back I have refunded the order in full(( [redacted] ID # [redacted] ))

Final Consumer Response / [redacted] (2000, 5, 2017/08/08) */ Can you please cancel this complaint? I did hear from the company finally....thank you! [redacted]

Initial Business Response /* (1000, 5, 2016/05/02) */
Order was delayed due to urgent change in family circumstance that had me away from the workshop:(
Upgraded shipping to Express by ***, and included a free pair of earrings in apology for our delay
Item was delivered within our
promised time frame of business days to make, ship, and receive
Tracking number ***Parcel was received on April

Initial Business Response /* (1000, 5, 2016/04/12) */
Hi ***,
I apologize for my late responseI have been dealing with an urgent family crisis that has caused me to be away from the workshop, and I have fallen a bit behind on my orders:( I would be happy to refund your account in full or
ship your order by upgraded *** shipping so that you will receive it within hoursPlease let me know which you would prefer, and I will fix this for you immediately
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 8, 2016/04/13) */
The business is sending my order out and upgraded the shipping to express
Very happy with their responseThank you

Initial Business Response /* (1000, 5, 2016/10/24) */
Dear ***,
We had sent you an email in response to your status inquiry on October to advise you of backorder status on your bracelet, as well as a response to your request to cancel on October to the email
address*** to let you know that I had cancelled your order for you
I just double checked with ***, and the refund had not gone throughI have attempted refund again just now and was given a confirmation number of ***Please let me know if this has gone through for you on your end - it may take a day or so to show up in your banking statement
I am sorry that we were not able to ship right away due to a backorder:( I do not know why my emails to you are not getting throughHave you checked your spam folder? :(
Initial Consumer Rebuttal /* (3000, 7, 2016/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response, but never received any email communications to my email address besides a standard email explaining that you're super duper busy and will respond as soon as you canI received that standard email to both of my email communications to you
Additionally, if the item was on back order, isn't it proper to contact the customer and advise that it's on back order so I can decide whether or not I want to wait for the item or seek a gift elsewhereThe products that you are selling are sentimental and are time sensitiveYou're saying that you responded to my Oct 7th email advising that the item was on back order (1st I never received that email, nor is it in my spam & 2nd why did it take me the customer to send an email to you for an update indicating it's on back order)
I haven't seen a refund from your business, but I've already placed a dispute to my credit card company given the lack of response from your CompanyI do believe that I gave ample time for you to response before reaching out to the Revdex.com or my credit card company***

Final Consumer Response /* (2000, 3, 2015/12/21) */
Just advising that Owner finally got back to me today after submitting my complaint and advises that my order is to ship today.
She advises she is just alone having lost her assistant and is behind on orders.
You can hold off my complaint...

since technically if shipped today it would fall in there 14 business days. I panicked after reading the complaints and no one responding to my emails.

Initial Business Response /* (1000, 5, 2016/05/11) */
Hi [redacted]
I am very sorry to hear that your parcel did not arrive. :(
I have no record of an email regarding your order not arriving in April, or otherwise. We have checked our spam folders, and our customer service folders, but there is...

none. :(Your parcel was shipped on February 17, via [redacted]
As outlined in our shipping policies on our website, [redacted] does not provide tracking numbers for [redacted], which is the only method that can be used to ship to a military address. :(
I would be glad to re-ship your order for you. Our payment processor does not allow refunds after 90 days have passed. If you send me an updated address, I would be happy to re-ship. It can ship out today if you like. Or, if you would prefer, I can give you store credit.
Please let me know which you would like. I would like to solve this issue for you as quickly as possible.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], thank you for your response. I would greatly appreciate a store credit so I may reorder a gift for my wife. Please contact me at [redacted]@[redacted]. again, thank you for your fast response.
Best,
[redacted]

Final Consumer Response /* (2000, 5, 2017/08/08) */
Can you please cancel this complaint? I did hear from the company finally....thank you!

[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
This item has been on backorder with my silver supplier unfortunately. :(
I emailed customer on [redacted] to let her know about back-order, but did not hear back.
I have refunded the order in full. (([redacted] ID #...

[redacted]))

Initial Business Response /* (1000, 5, 2016/05/25) */
Hi [redacted],
Your account has been refunded in full. I apologize for any frustration, :( That is certainly not my intent. As I mentioned in my previous email to you, I have been navigating a difficult and urgent [redacted] situation that has had me...

away from the workshop, and I have fallen a few days behind on orders.
You mention sending three emails. :( I did respond to your two emails yesterday as quickly as I could (see below), but did not receive a response from you.
When ordering online, all shopping carts charge you the second that your order is placed - it is standard practice, and no way around this unfortunately for a small business. :(
Expedited shipping is just for the shipping time and does not push your order ahead of the other clients in queue. I do not offer rush orders, as all of my customers are grieving and need their pieces as quickly as I possibly can get them to them. I offered yesterday, in response to your emails to pay for rush shipping at our expense and to refund your account for any shipping charges.
I have cancelled your order, and refunded your account in full. I am sorry that I was not able to fill your order in the time frame that you needed it. I wish you well.
Sincerely,
[redacted]
---------- Forwarded message ----------
From: [redacted]
Date: [redacted]
Subject: [redacted]
To: [redacted]
Hi [redacted],
Your order will be shipping out tomorrow via [redacted] 2 day. I would be glad to refund the extra that you paid for 2 day shipping. :)
I apologize for the delay on our end. We have been dealing with an urgent [redacted] situation, and have fallen a bit behind on correspondence and orders. I apologize for any frustration that this has caused.
Sincerely,
[redacted]
On Tue, May 24, 2016 at 7:52 AM, [redacted] wrote:
Just wondering if you got my order? I saw that I was charged on my credit card
I also paid for expedite shipping and was wondering if I could get reimbursed on that since it's been over two weeks?
[redacted]

Initial Business Response /* (1000, 9, 2017/02/15) */
Dear [redacted],
I apologize for not getting back to you sooner. :( I understand how important these pieces are, and how much my clients need them as quickly as they can receive...

them.[redacted]
I am located in [redacted] and we have been experiencing extreme weather conditions this past week that have had me unable to get into my workshop. We live in a rural area, and my studio/shop is 40 minute drive away from my house. We were snowed in last week missing days of work, and just returned today after being snowed in on Monday and Tuesday as well. We are about to be hit by another blizzard tomorrow that will likewise see us snowed in again. :( The whole [redacted] literally shuts down when this happens - no parcels move, and we cannot travel - and are advised to stay off the roads by our police and safety. Add to that the flu hitting our household this past week, and I fell behind on my emails. The trials of a small family business! This is not to excuse your parcel which is certainly two days late in shipping out, but to let you know that I most certainly care, and would have liked to have been able to get this out more quickly than I could in this case. :(
I shipped your order out before seeing your email. I tried to get all of the backlogged packages from the storms out first thing, so that everyone would get them as quickly as possible before tackling the emails. :)
Our parcels are promised to ship within 7 business days, and as your parcel will be two days later than promised in arriving, if you would like to refuse the parcel, I certainly understand and will gladly refund your order in full upon its arrival back to the studio. If you would like to keep the parcel, I will gladly refund you the difference between regular shipping ($**) and the extra that you paid for 2 day shipping ($[redacted]) - so a refund of $[redacted].
Please let me know which you would prefer. :)
Best wishes,
[redacted]
Initial Consumer Rebuttal /* (3000, **, 2017/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accepted refund of [redacted] for shipping ONLY because package had already shipped to my [redacted] family member. [redacted]

Initial Business Response /* (1000, 5, 2016/05/11) */
Dear [redacted],
I apologize for not getting back to you sooner. I have had an urgent[redacted] situation occur that has resulted in time away from the workshop [redacted] :( As a result, I have fallen behind on my orders...

and correspondence. I am working hard to get caught up after this period of upset.
We are working on the artwork for your pendant, however I will not be able to complete it for a week as it is a lengthy process. Shipping will be via Express 2 day shipping.
I realise that this is a very long time to have waited, :(, and would absolutely understand if you would prefer to cancel your order at this time. I can refund your account immediately if you would prefer not to wait any longer. Please let me know. I would like to resolve this for you as quickly as possible.
I apologize for any frustration, worry or upset that my absence may have caused. :(
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response [redacted]. At this time I do not want a refund I would like you to fulfill the order request.
[redacted]