Rite-Way Auto Glass

The Customer contacted us on 7/8 claiming non-receipt of the packages which [redacted] shows delivery of on 7/7 (tracking numbers: [redacted] 
 
Customer demanded a refund at that time since she “did not have the merchandise.”   Customer was advised that...

an investigation would need to be initiated based on her claim of non-delivery.   Customer then indicated that she was going to dispute the charges and contact the Revdex.com. 
 
Once a Customer indicates they intend to dispute charges no further action is normally taken.  However, as a courtesy when the Customer called again on 7/11 an investigation was opened with [redacted].  The Customer was informed at that time that investigations take 8 business days. 
 
Today would be the 5th business day and as yet [redacted] has not concluded the investigation. 
 
 
We will need to await a reply from [redacted] before we can take any additional steps.

Complaint: [redacted]
I am rejecting this response because: It's an $800 flight to go from the town just before me to my town, I don't think DHL will do that to pick up a package.The product does not belong to BorderFree, since it is Party City product that originally shipped from a Party City warehouse, would you not be able to provide a Canada Post shipping label for returning it to the Party City warehouse that it came from? I did not see anywhere in your returns that if you do not have a DHL outlet in your community, you will not be able to return your product. This would have made a very big difference in deciding whether or not to make a purchase from your company. I have never had problems like this with any other company.
Regards,
[redacted]

[redacted]
I am rejecting this response because: I had 2 tracking numbers. I called and spoke to someone and they saw my return was received and processed it for me and I have been refunded for the second order. Now I'm just out the  $37 I paid for shipping. This company is the worst company I have ever dealt with. You should be ashamed. 
[redacted]
[redacted]

We respectfully request that the Customer upload his image to the complaint and we will review. 
We also ask that the Customer provide an answer on the question posed in our original reply email in regards to how he would like us to resolve the missing items question.  We...

currently do not have the full complement of stock available to resend, but are happy to ship the stock we do have and issue a refund for the remaining missing components.

Complaint: [redacted]
I am rejecting this response because: As I stated in my original message:  I DID CALL AND THEY WERE CLOSED.
Regards,
[redacted]

The number provided is a temporary order ID which was created when the customer attempted to place an order which failed to communicate to our system.   The transaction which the Customer sees on her account is an authorization which was the result of the electronic communication that...

occurred between the website and the customer’s account at the time of attempting the order.   This is not a charge as charges can only result from a settlement which in the case of an invalid order means it did not process into our system.   The customer's bank should have been able to advise her that what is present on her account is an authorization.   Authorizations automatically remove from an account after a set period of time, at the discretion of the Customer’s banking institution; Party City does not control authorizations.

Complaint: [redacted]
I am rejecting this response because: Yes, a return label was provided, but that does not address the issue of your extremely poor Customer Service....

 For this reason, my business and the business of the company I work for, will be taken elsewhere. 
Regards,
[redacted]

This matter has been addressed internally and the employee has been appropriately reprimanded.

Can you please have the customer confirm the address of the Party City store so we can determine whether this is a corporate or franchise store?  Thank you.

This Customer called on 3/13 and spoke with an Agent.  The Customer stated that of their order which included 30 different SKUs and a total of 80 individual items (multiple counts of the majority of the SKUs ordered) which weighed 14lbs when shipped (per [redacted]) was received undamaged with...

only 3 items in the box.  Per protocol the Agent contacted [redacted] to discuss what may have happened to the package in transit and confirm the weight of the package at the delivery hub (last [redacted] location prior to delivery to the Customer).    When [redacted] was contacted their representative indicated that the Customer had already called [redacted] and opened their own investigation regarding the delivery; but their records indicated that the Customer was claiming only 3 items were missing from the package – and the items provided were different SKUs than what they had stated  they received.  The Customer was advised of this discrepancy, in addition to the fact that the package had the proper weight when shipped and the package arrived undamaged.  The Customer was also advised that no action could be taken by Party City due to this discrepancy and that they would need to discuss any further options with their Credit Card Company.

When a Customer attempts to place an order on our website a request is sent to the Customer’s bank to verify three pieces of information: 1) does the account contain enough funds to support this order?  2) does the billing address provided match what the bank has on file?  3) does the...

security code provided match what the bank has on file?   In the event that any of these comes back from the bank as a negative reply the Customer is presented with an Error Message.  The website does not have the capability to bypass this function.  Additionally, the bank is sent an electronic notification immediately indicating that the order has been rejected based on their negative response and to delete/remove the authorization that was generated by the request process outlined above.   We sincerely apologize that the Customer’s bank failed to take the action of removing the authorization as requested.

The Customer called our offices on 12/13 and indicated that she did not receive the merchandise.  Because the shipment was sent [redacted] an investigation is required to determine what occurred with the shipment since according to [redacted]’s records it was delivered to the address provided.  That...

investigation was launched on 12/13 and [redacted] affords themselves 8 business days to complete their investigation.  If [redacted] cannot provide sufficient evidence to prove the delivery location was hers then they will advise us of that; a claim will be initiated and the Customer refunded.

We have issued a refund today for the original napkins.   The refund was processed today and will reflect on her account within 1-5 business days at the discretion of her banking institution.   As such, the customer can proceed with placing a new order to design to her...

specifications to receive the napkins of her choosing, if she wishes to do so.

We have provided the customer with a pre-paid [redacted] return label to send the costume back at no cost.

Please ask the customer to verify the dates and times when she called.

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

Complaint: [redacted]
I am rejecting this response because: I have already stated that I called customer service on Sunday and they were closed. I also sent several emails on Sunday as well. 
Regards,
[redacted]

A Party City representative spoke with [redacted] just now and they indicated that the investigation was closed on their end as “acknowledged by recipient” meaning: [redacted] was able to confirm via either speaking with the Customer or by the Customer not returning their call to state otherwise, that the packages were in fact delivered.   [redacted] attempted to call the Customer while the Party City representative was on the phone with them and the Customer could not be reached – she did not answer the phone.   We have asked [redacted] to re-open the investigation; however, if the Customer fails to reply again or does not provide [redacted] with additional details the case will be closed and we will not be authorized to file a claim.   If that occurs no refund will be generated.

Our district manager spoke with the customer and discussed this issue and how it will be handled.  The customer seemed pleased with the discussion.

We have confirmed that the refund was issued on 9/30.  The Customer will need to communicate with her bank in regards to why the credit has not been posted to her account as they accepted our transacted credit in the amount of $102.63 on 9/30.