Red Sky Designs

Review: I purchased an item online and but the item never was delivered. I complained about the missing item but did not see a reply. 2 months later I reordered the item because I thought I had not been charged the first time and thought maybe my item just never went thru. I was immediately charged for the item on the second order. I contacted the company to be sure I had not paid twice but then saw the original charge on my bank statement. The company offered a refund on the second order but said once they get a confirmation from the post office, the order is out of their hands and they wouldn't give a refund on the first order and said I had to pay again if I wanted to reorder. I reordered and the item took twice as long to deliver as their website promotes. The owner of the business took time to argue via email with me when I complained about the poor customer service. They thought because they paid for a signature confirmation to reship they were doing me a favor. But if I have to pay for the item and reshipping in full, how is that a favor? I feel I should not have had to pay for the same item plus shipping twice. I have never encountered a business so rigid with their products and with such poor customer service. I have also never had a business owner send rude emails. This is not a business I will EVER do business with again. People who want to own a business should be required to take classes in customer service!Desired Settlement: $28.40 payable to me by check after paying $56.80 for receiving only 1 item out of the two that were ordered. Original item ordered in December.

Business

Response:

Thank

you for allowing us the opportunity to respond to this complaint --

The Facts surrounding this transaction are detailed below and I would

be happy to provide all email communications which will support all

of the facts as outlined.

[redacted] ordered an item on 12/12/13

Customer

was contacted on 12/12/13 and proactively notified that they ordered

after our guaranteed and posted Christmas Delivery date and that we

anticipated we would not be able to ship until 12/30/13.

Customer

emailed back and stated that shipping on 12/30/13 was fine and to

continue processing her order

Order

was shipped [redacted] on 12/29/13 and was confirmed delivered per [redacted]

Tracking Number [redacted]

on January 2, 2014 to the address supplied by the customer.

On

2/10/14 we were very surprised to receive an obviously frustrated

email from the customer, [redacted] stating that they wanted to know the

status of their order immediately.

We

responded on 2/10/14 stating the order had been shipped on 12/30/14

and [redacted] Tracking indicated item was delivered on 1/2/14 and we

forwarded the [redacted] Tracking and Delivery Confirmation information to her.

We

sent a total of 5 emails to [redacted] with all of the

information we had regarding the order as well as all of the detailed

[redacted] shipping/delivery information on 2/10/14.

We

received no acknowledgement of our email responses and no additional

emails were received by the customer so we assumed that she had

located her package and we had no other contact

information.

On

3/17/14 we were again surprised when we received yet another very frustrated email from the

customer from a different email, [redacted] stating she had not received a response to her 2/10/14 email. She

had also purchased and paid for another item and again inquired as to the

status of her original order on 12/12/13 and was very

frustrated and accusatory stating that she did not want to be charged

twice for the same item.

On

3/17/14 we resent all 5 emails that we originally sent on 2/10/14.

We sent all emails and our responses to

the [redacted] which

was the only email address we had that was tied to her account and her payment as well as to this new email address

of [redacted] These emails again

communicated that [redacted] Tracking confirmed that the first item was

shipped on 12/29/14 was delivered on 1/2/14. We also offered to

refund her full purchase price for the 2nd order if she did not want

to proceed with ordering and paying for a 2nd item. We did not

offer to refund the first purchase price of the first item as [redacted] clearly confirmed

that the item was delivered to the address she supplied on 1/2/14. She also wanted the 2nd order sent to the exact same address. We

purchase [redacted] Tracking on all packages so that all items shipped can

be confirmed delivered to the address supplied by the customer.

On

3/19/14 customer apologized for not responding sooner and stated that

she didn't receive the emails sent to [redacted] on 2/10/14. She also said that they searched their

home and were unable to locate the package that [redacted] stated was

delivered on 1/2/14. She claimed that she didn't receive

the original package and she asked us to call her. I placed a

call to the phone number she left but there was no answer so I left a

message.

On

3/21/14 I received another email stating that she was unable to

answer the phone when I called. She asked that we process the

2nd order with the 2nd payment sent and asked that the Tracking

information be emailed to her.

We

responded on 3/21/14 and indicated to ensure secure delivery of the

second package we were going to pay for the additional service

through [redacted] for Signature Confirmation so that she, as well as us,

could be assured that her package would be physically received by her

this time.

On

3/24/14 she responded and was concerned with the additional service

of Signature Confirmation as her and her husband both work full-time

so neither of them are home all day and therefore would not be

available to sign for the package when it arrived.

On

3/25/14 we sent an email offering to ship the package to her place of

employment to ensure a secure delivery and allow her to easily sign

for the package.

On

3/26/14 customer responded and asked for us to change the shipping

address to her place of employment and we paid the additional charge

of about $2.60 for signature confirmation.

The

2nd order was shipped on 4/2/14 (within 5 business days of her final order confirmation) to her place of

employment with signature confirmation and we sent the tracking

information to her. We also monitored [redacted] Tracking for this package as the delivery was again out of our control once it was placed in the hands of [redacted].

[redacted] attempted delivery per Tracking

Number [redacted] on 4/7/14 and [redacted] left a notice

stating that No Authorized Recipient was available to sign for the

package.

On

4/7/14 we received another email stating that she had researched the tracking

information and was inquiring as to the delivery of

her package - We again sent the tracking information details to her on

4/7/14 showing that [redacted] delivery had been attempted but

unfortunately no authorized individual was available to sign for the

package.

A

second email on 4/7/14 was received and she was obviously frustrated,

and stated that she was extremely upset about the service she was receiving and felt

that sending the package with signature confirmation was a mistake. We stated that we secured this additional service to protect her

interests and ensure delivery of the package directly to her due to

her complaint of not receiving the first package.

We

continued to monitor the Tracking information and we emailed her on

4/19/14 indicating that per [redacted] Tracking - [redacted] had again

attempted delivery on 4/8/14 and had left a 2nd notice because

no authorized signer was available.

On

4/14/14 I received a final email stating that she had to track down

the package. She also stated "I

finally received the package after I had to track it down my self and

cancel the signature verification. The [redacted] has terrible

business issues currently and they aren’t delivering properly.

Their website also mentions after several attempts to deliver, they

return packages so the first one should have been returned to your

location. At least the item came in but just wish it hadn’t

cost me so much money, time, and trouble" This

was the last communication we received from her.

We

feel that we processed and accurately shipped both orders and [redacted] Tracking Information confirmed delivery of both packages to the addresses she supplied. We communicated timely and accurately

throughout the transactions, we provided all of the appropriate

factual documentation supporting all of our statements. We took

the extra step and offered signature confirmation at our expense to

ensure a secure delivery and we continued to monitor delivery and communicate proactively in a timely and professional manner. The

customer indicated in her final email that she feels that their

local [redacted] has terrible business issues and aren't delivering

properly. Whether this is true or not, this comment supports our

statements to her that we are not in control of the physical delivery process. We make the items and ship via [redacted] with

Tracking information so that we can confirm shipment and delivery.

We

have filled thousands of orders and have not received a single

complaint, until this one, regarding turnaround times, delivery,

quality of our products or the outstanding customer service we

consistently provide to each and every one of our valued customers.

We constantly receive compliments as to the quality of our

handcrafted items, the speed of our delivery process as well as our

timely and outstanding professional communication and fulfillment of

the promises we make to our customers.

We

do not feel that a refund is due to this customer due to any service issues that were within our control. The items were shipped and delivered as ordered and/or agreed upon with the customer and both items were confirmed delivered by [redacted].

We would be

happy to provide a copy of all email communications with this customer which directly

support all of the above stated facts.

Thank

you for your time and consideration. We truly appreciate the

work you do and your diligence at Revdex.com to ensure good, sound business

practices.

Red

Sky Designs