Sew True Sewing Supply

sewtrue.com will not answer my email questions of where my order is. I ordered last month, Feb. 22. They took my payment from paypal the next day. Their email confirmed payment and that my order would be processed and I would be sent an email stating when it would be shipped. They will not answer my emails of inquiry. It has been 5 days since my last email. Still nothing from them. If I do receive my order I will NEVER order from them again. My customer projects were late, because I did not receive my thread. Not a good company to order from.

Review: I made an order online for some zippers, was double charged on my card, once for $30.25 and once for $15.99. I called to take care of the problem and the person who answered the phone said that they didn't double charge me and that basically I didn't know what I was talking about even after emailing him proof from my bank account. I asked to talk to his ([redacted]) [redacted] and he told me hold on and then got back on the phone himself. I let him know that I was aware that I am talking to the same person and he told me that he is the [redacted] and that there was nobody else above him. I got upset because I felt like I am spending my money somewhere and they are not listening to me or helping. I asked to speak with [redacted] who calls me and tells me he cancelled my order because I was rude....that cant be further from the truth, I am simply a customer who was trying to find out what was going on and I was treated as if I was lying even though I provided the proof. So any normal person would be upset in that situation. I was told to "take your business to [redacted]". This is not right I have a business of my own and I was waiting for that order and I paid for it...just because there was an error doesn't mean I should be punished for inquiring about it.Desired Settlement: I don't believe that my order should be cancelled. I was waiting for the package and they waited days after my ordering the package to do anything about it... and now I have to wait 5 days to get my money back???? That is not right. The need to provide me the 50 zippers I ordered, I had to deal with alot with them and have the emails where I was treated as if I didn't know what I was talking about. I was mistreated and they need to make good and send me my product. Then they will never have to worry about me ordering from them again.

Business

Response:

To Whom It May Concern,

My name is [redacted], [redacted] at Sew True Sewing Supply.

[redacted] call us asking about a $15.99 [redacted] charge on her credit card. I advised her that there was no additional charge coming from our [redacted] account (Our records show that there us only one charge of $30.25). After telling [redacted] this information immediately, she started yelling at me telling me that we charged her again. I asked her to send me a copy of what she was looking at, so I could try to reconcile to my records. After seeing the screen shot of what she saw, I contacted [redacted] at once asking why was there another charge for $15.99 on [redacted] accounts. [redacted] informed me that they were not a liberty to discuss her account for piracy reasons. When I pressed them, they did say that she only had $14.26 on her [redacted] account and the $15.99 charge was to complete the order amount. [redacted] also asked me to have [redacted] contact them directly so [redacted] could discuss what exactly she was seeing. I advised [redacted] to contact [redacted] and she said " ;I'm not calling an wasting more of my time. I will just file a report". I have an email from [redacted] stating that if [redacted] would have called them, this entire issue could have been resolved. No one ever told [redacted] to "take her business to [redacted]". We would never send a customer to a competitor. We decided to cancel her order because she was calling repeatedly and being abusive to our employees. Our staff was just trying to help [redacted] distinguish what she was seeing on her account. We have some of the best customer care representatives in our industry. We have all proof that we only charged her once and no other charges were made from our end and [redacted] has sent us an email stating there as only one charge on her account from Sew True. We stand on our record with the B.B.B. After 30 years of retailing and accommodating thousands of customers a week, there have been few complaints, maybe once every three years. I believe this is a testimony to our ability to placate even the most surely customers. However in this case, [redacted]'s abuse was more that we could deal with. Should you need anything else please contact me. I appreciate your understanding and will cooperate fully, as always.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was I fact told to go to [redacted] by I believe [redacted] or [redacted] something like that. I have you the name in the original complaint. He called me and told me that he was refunding me the $30.25 and the 15.99 and that he cancelled my order. He told me that I would get my refund in about a week. A week later I still hadn't gotten my money back. I then emailed him (which I have) and told him it has been a week and still no refund of the 30.25 and the 15.99 and he emailed be back and again told me it would be 3-5 days. I then finally had to file a claim with paypal and they refunded me only because if my disputed. I did not abuse anyone if anything I was treated poorly and essentially told I was ling even after showing them via email which I still have, that they double charged me. This is not a good company to do business with. When I asked to talk to a [redacted] said ok and put me on hold and the got back on the phone as if I would believe that it was someone else and when I called him out on it he told me there is nobody above him. This has taken a lot of my time and caused and issue for my business because after about 4 days after my order and after calling the complaint in thy cancel my order. I then had kt order from somewhere else spend more money because it was two weeks before I got a refund due to the dispute with pay pal and it was weeks before I got my zippers.

I wil not be happy until they fix the damages they caused. If they want to make things right they will send me my zippers I had ordered at not cost to me and then it will be done and I will accept closing this case. They took a lot of my time, they did not keep their promise dk refunding the $30.25 and the $15.99 and they caused me to waste a lot of time.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Complaint ID# [redacted]

This is our second response, and at this point, I believe the complainant is just being vindictive. We are a small company and do not have the resources to stop what we are doing and address these complaints, especially during the Holiday season when we are busiest. We stand on our record with the Revdex.com nationwide, in the course of over 40 years of being in business.

I do not understand why my company has to accommodate [redacted] with free merchandise. We have refunded her and [redacted] did not contact PayPal to investigate charges on her account. The customer has been refunded her money in the amount of $30.25. Please see the attached paperwork verifying the refund.

This ongoing complaint is so obviously frivolous after the fact that [redacted] was refunded in full. We are sorry she feels like something is owed to her but at the same time she verbally attacked us and filed these ongoing complaints causing the same amount of "wasted time" for us that she stated suffering in her previous communications.

I have all proof that she was refunded her money after a full investigation was done. I respectfully request that this complaint be closed because it is time consuming and everything has been satisfactorily resolved. We will not provide free merchandise to someone who has made a complaint to the Revdex.com, in order to resolve. This is tantamount to blackmail, and we would rather have a mark on our otherwise stellar record than to submit to [redacted]’s unreasonable request for something she did not pay for.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They did not send me $30 they were $15 short on my refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,