Market Wagon Reviews (%countItem)
Market Wagon Rating
Address: 4250 W 99th St Ste 140, Carmel, Indiana, United States, 46032-7798
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www.farmersmarket.com
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I placed an online order for delivery on 6/25/20. I had paid in full prior to delivery but received emails that two of my items (two orders of each type) had not been able to be delivered. I had received the first email regarding oyster mushrooms on 6/24/20, along with a refund for two orders of oyster mushrooms. No problem. the next day, I received an email that the two orders ($8.00 each=$16.00) of lion's mane mushrooms were not available for delivery ***er. When I got my order, the egg size was wrong, they credited me the full amount of the eggs (even though I asked for just a price adjustment. That was nice, no word on the mushrooms. I contacted (have contacted) customer care many times online and via email. I got a response from Valerie L letting me know that she would resolve the issues, she stated that it was a customer service transition time for them, and that she would look at my account. I just want a credit issued to my card for items that were never delivered to me. I have the documentation for the original order, communication with their rep, and my account credits ($6.oo for an order of oyster mushrooms and $6.50 for a large dozen eggs) if these are needed. I also have the paper delivery slips from the order dropped at my door. Thank you for your time and attention.
This email is in reference to the complaint with the case ID #***. We spoke to the customer by phone on 7/16/2020, presumably not long after she filed this complaint. She never mentioned to us that she even filed a claim. It is the first and only order that she has placed. *** requested three partial refunds on specific items and she did have legitimate issues with the items.
This is the first Revdex.com complaint that we are aware of in nearly 100,000 orders placed. When we spoke to *** on the phone on 7/16 we clarified that she requested three refunds and that she had thought that she had only received two of them. We also learned that there was a period in which she did not receive any response from our support team. It is unclear what method she used when trying to contact us between 6/25 and 7/16. We don't have any records in our system of those attempts to reach us.
As a result of COVID-19 our business has exploded. During the time she stated that she reached out to us we were in transition with our support staff as we hired new employees. It is a possibility that someone may have inadvertently deleted a report.
On 7/16 we reached out to *** because we noticed that she had posted a complaint on social media. At that time, we informed her that all three refunds had already been issued. The overall total of the refund was $28.50 back to her credit card. The $16.00 she was referencing was credited back to her account on 6/25/2020 at 1:20 pm. *** acknowledged during the call on 7/16 that she had not checked her credit card statement before escalating the situation on social media and that she hadn't seen the third refund. Our conversation with her was pleasant on both sides and seemed to fully resolve the situation.
To alleviate this situation in the future we modified our internal systems to automatically notify anyone who has paid by credit card of any refund that we issue. This will be in addition to any personal correspondence that they may also receive from our staff.
Thank you for your assistance. Have a great day!
Val H
913-396-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this response/resolution is satisfactory to me.
Regards