Langston

Thank you for contacting us, We have received a notification of a compl.iint andwe have lookedinto the issue.We show that we received the customer's order on 17-Sep-2018 at 21:27:38 CDT. The order was imported, charged, scanned, packed and shippedcomplete on 14-Sep-2018 at 10:47:32 AM and a courtesy trackingnotification was sent,17-Sep-2018 at 5;23:25 PM We show that we received a call
indicat ing that
the customer had received the package but
unfortunately had not received
the shirts from the order. He was asked 1f the package looked damaged or as if it had been opened
and he Indicated It had not. We apologized, and he was told that we were going to
start an investigation and we would follow up as soon as we have a
resolve for the Issue. Internally we did a follow up tomake sure each Item was scanned in the packins process the weight indic;at ed on the packa&e label was verlfedto make sure it was correct and
the quantity on hand In our
warehouse was checked for errors and found to be correct. We followed
up with the local Post Office as well.19-Sep-2018 at 1:57:44 PM We spoke with the
customer for the second time in regards to the matter. We apologized again let him
know the status and offered a soluti on. Although all the Information indicated that the items were sent out
and were unsure as to what co uld have happened, and alt hough we did not have replacement items to sencl out for the missing items, we cou l d go ahead him
credit him for the $99.94 paid for the two shirts which he agreed to and he
mentioned that he would be ret urning the jeans which we
made a notation of. We got him credited back that same day the shirts and an email confirmation was
sent out for that as well at 1;58:31 PM,22-0ct-2018 at 9:31:33 AM We received·a call requ est in g information as to if the customer would need to pay for a return label. Customer Service followed
up to see if the wrong items were
received or there was any damage to the merchandise which he indicated there
was not. He then mentioned that the order was not
received in time to give as a gift, so
the tracking was checked by M anasement and it seemed
the package had shipped on the 14 and delivered on the 15"' well within
the 3-5 business day sh ipp I n g method chosen on the order. He was then notified that
currently customers are responsible for return shipping on any Items being
returned and he could ship thatitem back his shipping method of choice or we could,offer him a return label for
the cost of $7.95. He expressed his displeasure and indicated that our service sucked mentioned that he was going to file a complaint
and disconnected the call .We apologize again for the original issue on the order but also for the
miscommunication on the follow up call . We definitely
understand the disappointment in not being able to deliver
that glft and should have looked
more readily into the order and/or with more compassion. At thi$ t I me, we would be more than happy to
go ahead and provide a label to the customer for the return of that rema inins Item on the order
and will be
reilching out to this customer dlrectly.