Rite-Way Auto Glass

Complaint: ***
I am rejecting this response because:
Check the tracking on *** it also says it never went through Customs.Nice try thoKeep up the lies.I also emailed your customer service because the item is marked as Delivered by Canada Post and was not delivered to my address and your customer service has ignored the last emails*** says it hasn't cleared CustomsCanada Post says it is Delivered. So which lie are you going to stick with?
Regards,
*** ***

We have investigated the matter and confirmed that a return label should have been generated for the customer. That action was taken on Friday, December 9th. To confirm; the credit amount the customer will receive is $for the merchandise plus all applicable taxes assessed on the
order as well as the original shipping charges. The customer can return the merchandise at her leisure and once received she will be refunded

We have opened an investigation on this shipment three times with [redacted] at the request of the Customer.   The previous two times [redacted] has confirmed delivery to the location.  If a package is stolen from the delivery address [redacted] will not allow us to file a claim as this would be a matter...

the Customer should be handling with their local authorities.   The Customer called as recently as September 13th (yesterday), so calls have not been blocked.    The notes from the call yesterday indicate that the Customer was intending to file a chargeback, so there is no further action we can take at this time.

Complaint: [redacted]
I am rejecting this response because: Your explanation of "the process to place an order" is an excuse. When I order something online, no merchant has ever taken my money, and not processed an order, or sent me an email nor a confirmation number. STOP making excuses and update your online ordering system! Anything else is simply criminal! 
Regards,
[redacted]

We are sending the customer two additional piñatas at no charge via expedited shipping so they will arrive on time for her event

Please ask the customer to provide the address of the store she visited so that we can make sure the appropriate district manager is advised.

The first order in question for the $100+ order was refunded to the Customer on 3/15.  The refund was for the merchandise only.  As posted on the returns page of our website – original shipping charges are non-refundable. 
In regards to the second order that the Customer...

also returned – the Customer provided a USPS tracking number which has no signature confirmation of delivery and shows only that it was delivered in NAPERVILLE – no address provided on the USPS tracking either.
Our returns department shows no record of receiving any merchandise related to this order.  At this time we would advise the Customer to file a claim with the Shipper since it does not appear that it was delivered correctly.

There were a number a factors which led to the manner with which this situation as handled.  The root problem with this account were these factors:
 
The Customer had placed an order roughly 10 days prior which had the same billing but different ship to location in the value of $94 (this...

was the first ever order for this Customer)
 
This new order was for over $1300 and shipping to a different state
 
The billing address made no indication of being related to a business and is a home address
 
The email provided on the account is a GMAIL account, not a business email
 
The delivery address made no indication of being related to a business; when Google searched it is a building but there is no signage to indicate the company
 
Phone number on file was not the number we were being contacted from – number we were being called from is a cell phone registered in a different state (not same as billing or shipping address)
 
A huge percentage of our fraud comes from situations exactly like this (billing/shipping different states, high dollar value).  Most Customers, when presented with this exact scenario follow our instructions and provide their CC company with direction (an authorization from X company is coming through, please update my billing address for this authorization only…etc.) without issue. 
 
 
On June 7, 2016, the Customer contacted Customer Support advising that she had done exactly what we instructed and asked us to revalidate the card.

Complaint: [redacted]
I am rejecting this response because: it's unfortunate that Customers not receiving their merchandise is not uncommon at Paty City. And for the record free shipping was never offered. Spending money on a replacement order and being out money for two orders while PartyCity figures things out was not a option for me, because after the service I received I was hot sure they would make it right. And when I posted my complaint on Facebook I was personally attacked in the comments, as it turns out it was party city employees personal [redacted] When I messaged them they said they monitor for hate speech but condone a candid dialogue. They condone their employees disrespecting customers asking for help! Commenting on their marriage, asking who cheated, telling them if they can't wait to go elsewhere and telling them things are their fault for picking inferior product. Forgive for not wanting to spend another dime on your company. I'm still saving the screen shots of employees being ride to customers. It was not just me either, it was several customers that were reaching out for help. If your going to let your employees opening insult customers, tell them to remove party city from third about section on their personal profile. Please issue my refund as soon as the [redacted] claim comes back. 
Regards,
[redacted]

The franchise owner is [redacted]

The customer had placed a complaint last week on social media.  Our district manager tried calling the customer, but did not receive a response.  This issue was already addressed with the store teams.  The manager on duty that day issued the customer a full...

refund for the order because the order was not ready when it was supposed to be.   Our district manager will try to reach out to the customer again.

Complaint: [redacted]
I am rejecting this response because:  I asked party City for some option since I can't wait the 8 business days.  [redacted] came to my house last night and got my signatures about not receiving the package.  I was not given a refund.  I originally asked if I could have a re shipment sent to the store and was told no.  Now I am left with little time so I would like to be refunded because even if the package comes up I will have to return it. I also left a message for a manager to contact me and was told I would be able to speak with one within 24 hours and have yet to have that phone call returned.  So when will be be refunded? 
Regards,
[redacted]

The Customer ordered a custom banner, which can take up-to 5 Business Days to produce prior to shipping.  The Customer is advised of this time-frame for production several times prior to completing their order.   The Customer’s banner shipped on the 2nd production day...

from when it was ordered.  The Customer selected ground shipping, which to her area from the shipment location for custom items (as indicated on our website) takes at minimum 4 business days.      The reason the Customer did not receive her banner is due to the shipping method chosen in relation to the date the order was placed and the date of the event.    The item cannot be returned as it is a custom banner.  We believe no refund is owed as Party City produced, shipped and delivered the merchandise in accordance with the posted time-frames that the Customer agreed to when completing their order.

The Customer’s order included a Promotional Code which was offering her free shipping.  However, when the bank authorized the order it provided authorization for the full value of the order (ignoring the discount applied to the shipping charges).   The code that was passed from the...

website into our order management system reflects the discount so the final charge will be for the correct, discounted amount.   The separate authorization, once requested, is controlled by the bank.  The customer can request them to remove the original authorization and release the funds back to her.  Party City does not control when those funds are released back to her account.

Complaint: [redacted]
I am rejecting this response because:I NEVER RECEIVED A CALL FROM A DISTRICT MANAGER! The fact of the matter is not that I received the refund, I'm complaining about the treatment in the store. My family members and I were extremely disrespected. When we tried to confirm everything was being done correctly after waiting for over 3 hours, I was told to do the order myself. Refunding my money was not enough, the employees need to reprimanded/terminated/re-trained. Their errors caused my family to be late to my son's Baptism. When I had to go back to the store after the ceremony, the order was still not completed (3 hours later). This delay then caused me to be late to the reception. Due to us getting to the restaurant late, our reception had to be cut short, as the delay was not caused by the restaurant. I was not able to get my money back for the food we paid for but did not have time for, so I'm out a lot more than what Party City refunded me for my balloon order. 
Regards,
[redacted]

We have reviewed the order details and issue with the supervisor who handled the issue.   The Customer did receive the items that were ordered.  During the discussion with the Supervisor the Customer was asked what their order confirmation said.  Please note the order...

confirmation comes from our Order Management System (OMS) and would have the same data we see and cannot be altered on our end.  It registers whatever the customer orders.   The Customer indicated she had the order confirmation in front of her and stated that it had a different SKU and description.  The Supervisor asked the Customer to forward the confirmation email so it could be reviewed, however, the Customer refused to forward the email.  The Customer was not denied a refund – she can return the merchandise (to her local store or use the Return Authorization on the website and ship it back at her expense) and receive a full merchandise refund.

Complaint: [redacted]
I am rejecting this response because:
First and foremost, when my wife investigated her claim into [redacted], it was done online.  The form that [redacted] uses online only provides room for 3 specific items to be listed.  There is, however, an additional place in which further information can be provided.  My wife explicitly stated that there were an exorbitant amount of items that were ordered and clearly not packed.  To quote from the attached pdf of her [redacted] claim "Many additional items were missing. One box was delivered but it only had three rolls of wrapping paper in it and not the 14 lbs of items that were supposed to be shipped. Over $100 in merchandise was not included."Why the agent was unable or unwilling to access this information on the report is beyond me.Since my initial conversation with Party City, my wife then had a phone conversation with "Esther" at [redacted] ([redacted]).  Esther stated on the phone that my claim did include all the information about the additional items since only 3 items can be added on the form, and that the cost of the package indicated that it was a much lighter package than Party City claims to have sent.  She then stated she would reach out to Party City to verify all of this information.  This conversation was on Tuesday the 14th.Furthermore, Party City's claim that the package was "14 pounds" is not correct, as shown in the attached pictures it was 24 pounds.  And even further beyond that, to think that 3 rolls of wrapping paper leaving the facility would constitute the correct weight (whether it was 14 or 24 pounds on this point it doesn't even matter, those rolls of gift wrap barely weigh 14 ounces) is insane.The "discrepancies" that Party City is finding appear to derive from their inability to check for the details (in the report that my wife filed with [redacted], in determining whether our order should have weighed 14 or 24 pounds, or in being able to ascertain that 3 pieces of gift wrap don't weigh either 14 or 24 pounds).  I had to order these materials twice, and we still haven't received them due to the blizzard we just experienced (not anyone's fault, but we should have never been in this situation in the first place).  Beyond that, the "click cameras" are now on back order, and won't be available for my daughter's party.Please find attached to this claim both a .pdf of our [redacted] claim as well as pictures of the package that did arrive at our property.  It is clear from the package that there is no way the 80 plus items we ordered could have possibly been included, and the "1 of 1" marking on the label obviously suggests there were no additional boxes included in the shipment.Please advise on our next step.  I think this clearly indicates Party City's fault, and we look forward to resolving this matter soon.Best,[redacted]
Regards,
John Birckhead

We have researched this matter. No refund will be forthcoming unless the packages are actually returned to us; which they have not been.   One of the shipments has been delivered to the address provided; the others are in limbo with [redacted] because the customer initially instigated a “return...

to sender request” then contacted us requesting a refund because the packages were being returned.  The Return to Sender request was then cancelled by the customer.  The refund was subsequently cancelled when we noticed that the return to sender request had been cancelled. The customer can contact their CC company if they wish to address the issue further.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have attached the receipts(2) for shipping the 2 boxes of glasses. UPS processed the boxes separately ($72.55 each, Total = $145.10).

We have no record of any contact from this Customer.  All emails that are sent via the Contact Us page are logged in our Salesforce program.  If the Customer replied to their Order/Shipment confirmation email (which comes from a Do Not Reply email address) this may explain the issue....

  The Customer can contact Customer Support at the phone number provided on the Contact Us page – [redacted] and an Agent will gladly assist them.