We would like to address the complaint set against us concerning the delivery of goods ordered and the refund of price paid for said goods that were said not to have been delivered.
After finding out that customer, [redacted], was indeed able to pay for her...
order, after her husband sent us an email inquiring about its current status,due to a technical glitch on our side, we immediately processed the order and aimed for it to be finished and shipped as soon as possible. Since the time frame for processing and delivery that they paid for will be not met with, we refunded to the customer the amount of $11.95 for First class shipping with tracking.
We try our best to respond to any of correspondence of our customers and if there were inquiries that we missed responding to from [redacted], we apologize. As soon as the order was ready to be shipped we, of course, gave special consideration and paid it to be shipped overnight shipping via USPS. We shipped it May 8 and expected it to arrive no later than May 10 but to our dismay it did not happen and we were not able to get a direct response from USPS why this was so. We paid the necessary fees and there was even an insurance from them that it would be overnight.
But nevertheless, we did not give false information about sending the frames. USPS does not update their systems real time so any update on their website is not accurate. When there was tracking information available we found out that it would be arriving May 12, Monday. On Monday, the customer, [redacted], called us asking that she be given a refund since the package did not arrive when they expected it to. Before a refund was agreed upon by our management, we checked again the tracker and found out that the package was delivered but was waived by the receiver on that same day, May 12. (Attached is a screenshot of the tracking page from USPS). We decided to just grant her the refund that same day. We have a screenshot of the transaction details of the refund worth $49.99 from Paypal.
We aim for total customer satisfaction and we are sorry that the customer had this experience with us. Our agents are trained to be always courteous and honest as much as possible and if the customer feels that she did not receive both, we apologize and will be using this experience to improve our customer relations.
We apologize to the customer for the very delayed...
response to his refund requests and lack of communication with him. As of this date we have already refunded him for the two order numbers mentioned.. For Order number [redacted], he was refunded last July 31 for the full amount of $25.84 and for Order number [redacted] for the amount of $46.84. We have also sent him his replacement frames on August 15, 2014 with the USPS tracking number [redacted] but as of today, USPS has not updated the status to day if it has been delivered or not. Last location was that its already in Boston, MA and is out for delivery last Aug. 21, 2014.
As a company, we know how important satisfaction is to our customers and we are sorry that Mr. [redacted] did not have a good experience with us. We have tried our best on our end to make sure he got his refund and his replacement frame. We are hoping that Mr. [redacted] would still continue to be our customer in the future.
We apologize for the service the customer has received from us. The timeframe our customer service team would give to the customers are just estimates and based on the reports they would get. We apologize for any miscommunication or wrong information provided. We understand...
the customer's frustration and we would be happy to give her request for expedited shipping and refund her shipping fee. According to our recent updates, the order will be ready for shipping at the end of this week, Saturday at the latest and we will ship it out to her right away and upgrade her shipping.
We try our best to make sure that the customers get their orders on time and that they be provided with accurate information. It seems she did not receive such service and we will do our best to make sure she get her order as soon as possible with due notice. We believe that customers should get the best service as much as possible and the best quality products. Their satisfaction is our main priority.
I dont want nor do I accept their apology! Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed
Regards,
We would like to address the complaint set against us concerning the delivery of goods ordered and the refund of price paid for said goods that were said not to have been delivered.
After finding out that customer, [redacted], was indeed able to pay for her...
order, after her husband sent us an email inquiring about its current status,due to a technical glitch on our side, we immediately processed the order and aimed for it to be finished and shipped as soon as possible. Since the time frame for processing and delivery that they paid for will be not met with, we refunded to the customer the amount of $11.95 for First class shipping with tracking.
We try our best to respond to any of correspondence of our customers and if there were inquiries that we missed responding to from [redacted], we apologize. As soon as the order was ready to be shipped we, of course, gave special consideration and paid it to be shipped overnight shipping via USPS. We shipped it May 8 and expected it to arrive no later than May 10 but to our dismay it did not happen and we were not able to get a direct response from USPS why this was so. We paid the necessary fees and there was even an insurance from them that it would be overnight.
But nevertheless, we did not give false information about sending the frames. USPS does not update their systems real time so any update on their website is not accurate. When there was tracking information available we found out that it would be arriving May 12, Monday. On Monday, the customer, [redacted], called us asking that she be given a refund since the package did not arrive when they expected it to. Before a refund was agreed upon by our management, we checked again the tracker and found out that the package was delivered but was waived by the receiver on that same day, May 12. (Attached is a screenshot of the tracking page from USPS). We decided to just grant her the refund that same day. We have a screenshot of the transaction details of the refund worth $49.99 from Paypal.
We aim for total customer satisfaction and we are sorry that the customer had this experience with us. Our agents are trained to be always courteous and honest as much as possible and if the customer feels that she did not receive both, we apologize and will be using this experience to improve our customer relations.
We apologize to the customer for the very delayed...
response to his refund requests and lack of communication with him. As of this date we have already refunded him for the two order numbers mentioned.. For Order number [redacted], he was refunded last July 31 for the full amount of $25.84 and for Order number [redacted] for the amount of $46.84. We have also sent him his replacement frames on August 15, 2014 with the USPS tracking number [redacted] but as of today, USPS has not updated the status to day if it has been delivered or not. Last location was that its already in Boston, MA and is out for delivery last Aug. 21, 2014.
As a company, we know how important satisfaction is to our customers and we are sorry that Mr. [redacted] did not have a good experience with us. We have tried our best on our end to make sure he got his refund and his replacement frame. We are hoping that Mr. [redacted] would still continue to be our customer in the future.
We apologize for the service the customer has received from us. The timeframe our customer service team would give to the customers are just estimates and based on the reports they would get. We apologize for any miscommunication or wrong information provided. We understand...
the customer's frustration and we would be happy to give her request for expedited shipping and refund her shipping fee. According to our recent updates, the order will be ready for shipping at the end of this week, Saturday at the latest and we will ship it out to her right away and upgrade her shipping.
We try our best to make sure that the customers get their orders on time and that they be provided with accurate information. It seems she did not receive such service and we will do our best to make sure she get her order as soon as possible with due notice. We believe that customers should get the best service as much as possible and the best quality products. Their satisfaction is our main priority.
I dont want nor do I accept their apology! Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed
Regards,