PeggyBank

I sent in my VHS tapes to be converted to a digital format in June and the service has not been providedI understand the company is bankrupt and closing, but I want my tapes returnedI want my money refunded, but more importantly I want my tapes and memories returned to meRegards,*** ***

I received this PeggyBank complaint today and am emailing to provide some information.
This order was completely transferred but I am unsure why it was not shipped.  I emailed my team to investigate and I expect this completed order to be shipped this week.  If there is an issue with...

the transfers that is halting it’s completion, my team will reach out directly to the customer.
Regards,
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

Thank you for writing to us about this complaint ([redacted]) and giving me the opportunity to explain our situation, and the specific details of this customer's order.
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects...

consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rate. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 9 months.
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for. In October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility.
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,500+ orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 1,000 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
This particular has been digitally converted and ready to ship back to the customer. We've attempted to make contact to determine how the customer would like to receive their digital files. I will ask our team to call and/or email again to see if we can connect and have the completed order shipped back.
Please let me know if I can provide any additional details regarding our situation or this particular customer's order. We are always happy to help in any way possible.
Koa [redacted] PeggyBank

Thank you for sending us this customer complaint so that we may assist in remedying the situation.
Unfortunately, Peggy Bank has gone out of business and that has created a difficult challenged for a
customer is also aware of what occurred, so I won't go into too much detail. But, I will provide...

a general summary to revisit what has happened over the past 2 years with this company.
In early 2014, the PeggyBank business saw a large increase in order volume that was difficult to manage. By the middle of the year, the previous owner was actively looking for a partner to provide assistance with the growing backlog of work that was accumulating. In late 2014, the owner entered into an agreement with another party to take over running the business and brokered a 3rd party company to handle fulfilling the backlogged orders. Unfortunately, the previous owner was unable to meet his end of the agreement and in less than a year, the PeggyBank brand could not continue to survive. The 3rd party company explained the situation and returned all orders that were not completed. Fast forward to today and a handful of customers are left with services that they paid for, but did not receive.
If the customer paid for their services after the business changed hands, we are able to assist in processing a refund and returning those funds. However, if the payment was made prior, and to the previous owner, we are unable to access those funds at this time. In these cases, we are instructing these customers to do one of two things. 1) If they are able to, we recommend filing a chargeback dispute with their financial institution. This seems to be the fastest and easiest way for these customers to obtain their money back. 2) If they are unable to do the first option, we can provide the previous owner's email address and customers can reach out directly to seek their funds from him. We've attempted to help move along this process in the past but have been unsuccessful. We are happy to help again if needed though.
Although we are unable to provide a refund check, and this may not be the answer this customer was looking for, I hope it at least gives him options to find a resolution. If he has questions or needs additional information, please let me know.

I’m writing in response to complaint [redacted].  This is a PeggyBank customer who received their original materials back but did not receive the digital files for their order.  She is seeking a refund for the amount she paid, which is understandable, but this payment was made to the...

previous owner of the business.
We’ve attempted to connect customers with the previous owner on previous occasions to resolve refunds similar to this one, but have found little success.  We are recommending that customers in this position dispute the charges with their financial institution.  It has proven to be the most successful method of receiving the funds back.
Please let me know if you have any questions or need additional information.
Regards,
Koa [redacted]ScanDigital, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Their remark that it was not paid for is inaccuate. I spent $29 on the groupon for their service and shipping to get them my slides. I have since received my slides. They have not reimbursed my money. I want my money back!
Regards,
[redacted]

At the beginning of 2014, PeggyBank started running promotional offers with groupon.com.  Groupon is a website the connects consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition channel, because...

they result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
By the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their stated turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 10-12 months.
The owner of the business was looking for a solution to help provide their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for.
We took on the tall task of helping the PeggyBank brand, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,500+ orders, with new orders coming in every day.
Fast forward to the middle of 2015 and we were SO% through the backlog of orders. With a remaining 800-1,000 left to be inventoried and processed, we were close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks. Unfortunately, PeggyBank did not honor the financial obligations that were outlined in our agreement. We are no longer able to process their orders, and they have since decided to close their doors for business.
There are a number of PeggyBank customers who are seeking refunds for their orders. We are suggesting these customers file a chargeback dispute through their financial institution. This has proven to be the quickest and most efficient way to secure their funds. Since this payment was made to the previous owner of PeggyBank, current ownership is unable to process the refund. I can provide contact information for the previous owner, but that hasn't proven to be successful with other customers.
We apologize for the inconvenience and less than ideal experience that this customer has had. If this customer would like contact information for the previous owner, I would be happy to provide that.

The package was delivered in December so this should be resolved.  Let me know if the customer is still in need of additional information though.
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

Thank you for writingto us about this complaint-([redacted]) and-giving me the opportunity to explain our situation, and the specific details of this customer's order.
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects...

consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rate. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 9 months.
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for. In October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility.
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,5004- orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 1,000 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
Due to the personal nature of our business, we understand that customers may feel uneasy at times, because we are holding their treasured memories. In some cases, these are the only copies they have of a loved one who has passed away, and we take the security of these materials very seriously. One of the systems that we implemented when taking over the backlog of orders, was a barcode system to fully inventory all of the orders into our database so at any given point we can find an order in our warehouse. This was not in place with previous management, and has improved efficiency since its implementation.
I will check with my team first thing tomorrow morning to figure out what is delaying this order. I'll make sure it is a priority for the team and we focus on sending the completed order out by the end of this week.
Please let me know if I can provide any additional details regarding our situation or this particular customer's order. We are always happy to help in any way possible.Koa [redacted]

Thank you for sending me this complaint and providing us with the opportunity to address the customer’s concerns.
PeggyBank has unfortunately made the difficult decision to close its doors.  The business was not able to continue to operate with ScanDigital.  While we made every effort...

to process as many orders as possible for PeggyBank.  This particular order was not paid for so it was not started, and simply closed out incomplete.  The materials for this customer have been shipped back and are scheduled to arrive tomorrow.  The UPS tracking # is [redacted].
If you have questions or need additional information, please let me know.
Thanks,
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

Thank you for forwarding this complaint to me.  It is important that I am aware of all negative customer experiences, such as this one, to take the necessary steps to improve our systems and processes. I am very sorry that it has taken so long for this order to process. Customers should never...

be left with unanswered responses and feelings of being scammed. This is not our intent, and we will do what we can to remedy the situation.
I will work with our team to finish this order by the end of next week. It looks like the transfer process has begun, but we have not been able to fully capture all of the footage on every tape that was received. If the team is unable to capture the footage by Monday/Tuesday, I will work with them to figure out next steps.
In addition, I would be happy to offer [redacted] a credit to transfer additional tapes in the future. I can assure her that we will do everything possible to make her next order a speedier experience. If she informs me ahead of time, I will prioritize her order ahead of others, to speed up the overall process.
If you have any questions or need additional information, please let me know.
Koa [redacted]

Thank you for forwarding this complaint to me. It is important that I am aware of all negative customer experiences, such as this one, to take the necessary steps to improve our systems and processes. I am very sorry that it has taken so long for this order to process. We still...

have a number of orders here from previous management that needs to be transferred and completed. Although I've sent this history to the Revdex.com, I am including it here for the benefit of this customer. It is important that all of our customers understand what has happened with the PeggyBank business and the progress we've made thus far. While that doesn't necessarily improve this specific customer's situation, it does shed some light on why things are the way they are.
 
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition channel, because they provided a quality product that most people could use, and did so at an incredibly affordable price. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their stated turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 10-12 months.
By that point, the owner of the business was looking for a solution to help provide their services to these new customers, within an acceptable amount of time. He spoke with our company because we provide similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for.
We took on the tall task of helping the PeggyBank brand, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable_as possible. At that time, we. inherited 5,500+ orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 800 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
For this specific order, I have asked my team to pull it and prioritize it for processing. I'm doing this because, a refund for the payment that was processed, may prove to be extremely difficult. The payment for this order was made to previous management, and they have been lesc than accommodating when it has come to helping previous customers in similar situations. We would prefer to provide this customer with the services they've already paid for, because we know it will be a great ordeal to seek a refund for the payments they've already made.
I will also ask one of my customer service team members to give-[redacted] a call. We urge our customers to
contact us through email because it is the most efficient way for us to respond to all of our customers.

I read through this complaint and want to express my apologies for the negative experience this customer has had so far. 
 
The system we are currently using to manage orders was developed by the previous owner.  We are working to migrate the order data into our system so that it...

is properly managed and issues like this do not fall through the cracks in the future.  We should have loaded all of the files for both orders onto the first flash drive, which would have avoided the additional headache and frustration for the customer.
 
I’m happy to hear that all of her original materials have been received along with the digital files for one of her orders.  I just emailed my team and we should have the files for the other flash drive loaded and shipped today or tomorrow.  I understand this is probably something that the customer was told before, but I will make sure it happens.
 
If you need additional information from me, please let me know.  I’m happy to help in any way possible.
 
Regards,
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They did send me my tapes back and downloadable files but not the memory stick that I paid for that is supposed to contain the files. 
Regards,
[redacted]

Thank you for writing to us about this complaint ([redacted]) and giving me the opportunity to explain our situation, and the specific details of this customer's order.
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects...

consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rate. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 9 months.
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for. In October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility.
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,500+ orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 1,000 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
Due to the personal nature of our business, we understand that customers may feel uneasy at times, because we are holding their treasured memories. In some cases, these are the only copies they have of a loved one who has passed away, and we take the security of these materials very seriously. One of the systems that we Implemented when taking over the backlog of orders, was a barcode system to fully inventory all of the orders into our database so at any given point we can find an order in our warehouse. This was not in place with previous management, and has improved efficiency since its implementation.
With regards to this particular customer, we are truly sorry that this has become such an annoyance that a complaint was filed with your office. We understand the frustration that many of these PeggyBank customers have experienced over the past year plus. We are doing the best we can to complete all of the orders that we inherited, so that every customer will end up with a digital archive of their memories
This particular order has been transferred and the original materials have already been delivered back to the customer. I looked up the download link we provided, and the files still reside there as well. Many customers prefer the flash drive option in addition to the download option to have an extra back-up of their digital memories. One of my team members will email the download link to this customer again and if she decides she no longer needs the flash drive, we can reverse the charge.
 
While there may be some customers posting on our Facebook page, the vast majority have been serviced with completed orders. We should be completed with the backlog in the upcoming months.
Please let me know if I can provide any additional details regarding our situation or this particular customer's order. We are always happy to help in any way possible.
Koa [redacted] PeggyBank

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution only happened after I made my complaint to Revdex.com. I accept my items, will never do business with that company again as they provided horrible service (one VHS was rejected as copy write but was not reviewed to see there was a kids softball game & one digital copy I received was not even mine), and will not seek a refund from the original owner as I did receive my items and do not want to have anything more to do with this company.  
Regards,
[redacted]

I received a follow up in the mail for this complaint.  When I mentioned below that the order was not paid, I was referring to the additional amount required to process the order. The customer spent $29 with Groupon and needs to contact them directly to obtain their funds.  We did not receive the $29 they paid Groupon and would not be able to give this money back. Please let me know if I can provide any additional information to assist with the situation. Koa [redacted] ScanDigital, Inc. Tel. 310.773.3970 [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Thank you for sending me this complaint and providing us with the opportunity to address the customer’s concerns.
 
PeggyBank has unfortunately made the difficult decision to close its doors.  The business was not able to continue to operate with ScanDigital.  While we made every...

effort to process as many orders as possible for PeggyBank.  This particular order was not paid for so it was not started, and simply closed out incomplete.  The materials for this customer have been shipped back and show as being delivered.  The UPS tracking # is [redacted].  It appears this complaint was submitted the Friday before the package was delivered, and should be resolved at this point.
 
If you have questions or need additional information, please let me know.
 
Thanks,
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

I purchased conversion services from PeggyBank on 12/2014 (Order #[redacted]), shipped over old family audio tapes as well as Super 8 tapes. Followed up with them on February and was told that even with the backlog of requests that it would be about seven to eight weeks. In May I got another email from them saying they received my media. In July I specified that I wanted to have my media transferred to a USB stick and paid for that (Order #[redacted]). I've tried calling but just get voicemail. And emailing generates a canned response. It was only after I submitted a complaint that they sent me a generic email on October 27 saying that my order fell into one of three statuses: "- We were unable to process your order. In this case, you should have received your order (or will be shortly) with a written explanation and additional options. - Processing of your order had begun prior to the decision to shutdown our business. In this case, your order will be processed and we are doing our best to return it you as soon as possible. This includes customers only waiting for flash drives, DVDs or Dropbox files. - Customers with new orders - ScanDigital has agreed to accept PeggyBank discount vouchers at the face value, if you have one. They will also work on pricing with customers on a case-by-case basis." It's nearly a month later and I still haven't received any of the above.