I'm not sure how to respond The customer attaches photos of a wood item that isn't up to her standard We have given the customer a refund for that item Customer purchased it at a 60% discount (see attachment in my previous response) Customer was under the impression the refund would be for the retail price, but we explained that the amount refunded would be the amount she actually paid for the item. On that same order, the order form added dozens of free flowers to the order due to a glitch in our system (Black Friday traffic overload) As I stated before, over 8,customers had free flowers unintentionally added to their cart None of the customers received the free flowers Each customer received a hand written note on their order form explaining that the free product was an error I don't know about her claim that other customers received the free flowers This is the first I've heard of that claim. So we have apologized for the website glitch and explained in depth in dozens of emails that it was out of our control We have refunded her the amount she paid for the damaged item It appears the customer is upset that she was blocked from a private Facebook group that is ran by the owner of the company The Facebook group is a page dedicated to customers who want to share photos of their creations and tips and tricks On occasion, we have customers who try to use the page to express their frustration with their orders which is not allowed on that page We encourage customers to use email us their concerns as it isn't constructive to resolving order issues when the issues are posted on Facebook and left for debate which always turns into customers feuding with each other The customer was blocked from this page, but is still welcome to view our website, our main Facebook page, our Instagram, and communicate via email, messenger, and product reviews As I stated before, I don't know how to resolve this issue as I don't have the free flowers in my inventory to give I've apologized for the website glitch and the customer is upset that we didn't contact her about the free items before the rest of her paid items shipped I don't feel like contacting her earlier would have resulted in a different out come It appears that she wants the free flowers and I don't have them to give Our inventory levels are set to exactly what we have in our warehouse and the website glitch disregarded inventory levels and gave out millions of free flowers to customers who were visiting the website to take advantage of our Black Friday special We never advertised free flowers or made any suggestion that we were giving away free flowers We only became aware of the free flower issue a few hours into the sale In fact, our website had to be shut down for hours to resolve the issue Of all of the customers who had free product added to their cart by mistake, this is the only customer who has raised issue Everyone came to the site for the Black Friday special, not free flowers I have no free flowers to give and I have issued her a refund for the items she wasn't happy with There is nothing else we can do at this point and in reading the customers responses, I'm not sure what else she is wanting other than to harm the good reputation of the company We have kept in communication with the customer regarding the refund until it became clear that no amount of communication would solve this issue Customer became vulgar and out of control in her emails to my staff and so the decision was made to stop communication with her since the refund had been issued and we had explained at great length the technical glitch that gave her free product without making her pay Her last emails to us were in poor taste and personally attacked the owner of the business and customer resorted to threats and name calling I believe this complaint belongs on a traditional review board like google or Facebook as it is a matter of hurt feelings and a technical error that is out of our control and not unethical or illegal business practices It would be much appreciated if the Revdex.com could take this matter from here We are finishing our holiday orders and tending to happy customers who are eagerly awaiting their orders Our five star rating on Facebook, google, and the knot should prove that we care about our customers and their happiness, but we have to draw a line when a customer expects something we can't give and refuses to settle the disagreement even after a refund is issued.Thank you for your consideration Have a wonderful day
This is a tough complaint to respond to as there is nothing specific I'm supposed to address as it pertains to a particular order number. I can say that the first we heard from this customer was one week ago when she was upset that she didn't receive free product in her package. During a...
recent sale, our website had a malfunction and added millions of free flowers to customers carts. Because of how wide spread the problem was, we were unable to contact each customer to notify them that the free flowers added at checkout were a website glitch and we didn't intend to give away product. So instead of contacting the customers, we attached a note to the rest of the order that the customer read when they opened their package.This customer was extremely angry and sent several messages and emails demanding the free product. The main problem is that our website gave away free flowers that we didn't actually have in stock, so there was no way of me sending her the free flowers. I sent her an in depth email (attached) explaining the website malfunction and why we chose to include a note on the order vs. contacting each customer. This email seemed to make the customer more angry (see attachment). After the customer realized the free product wasn't coming, she then shifted focus to claiming that the items on the order she received were damaged. She sent us photos and while I don't agree regarding the damage, I refunded her the $10 (full purchase price) to avoid future conflict. This still didn't make her happy. She now wanted us to pay for postage for her to return the items. She does not need to return the item as we had already issued the refund and didn't have an interest in paying for the items return. Myself and my customer service rep decided to stop communicating with the customer after we sent her the refund notification as we feel that her concerns were addressed to the best of our abilities and we are unwilling to engage in emails that contain personal attacks and social media drama (for lack of a better term).Customer says she's spent $650 with us and as far as I can tell, we have had no problems with her orders until this last order that was missing free product. I have explained why the free product wouldn't be coming and have issued her a refund for the item she claimed was damaged. Is there something else I am able to do for this customer?Furthermore, last week, we proudly displayed our Revdex.com approved certificate on our website and social media pages. I assume this customer saw our post about having an A+ Revdex.com rating and her intention here is to harm my reputation which is one of the reasons she was blocked earlier this year from my personal FB page (not my business page).
Complaint: [redacted]
I am rejecting this response because:As I have stated to company about the "glitch", I simply pointed out there were several individuals who had received these products and I would happy to screenshot the proof that they needed. The response that I received was very passive aggressive, which yes it did make me upset to see this company dismissing me. As the representative stated, they made a community post via facebook to inform people about this "glitch". As it was pointed out, I was blocked for no reason whatsoever. If my package is receiving an incomplete order and it is known that I am banned from seeing such post, I do not understand why I would not be reached out to to explain the matter; especially when I already placed an order with then a couple of hours before. As far as this complaint that she is referring to, I reached out about my incomplete product that I had received. I saw the message was read through a social media site and I assumed it was being worked on at that point, so I did not feel it was appropriate to bring it up again to potentially slow down their production. The first two pictures that I have attached are of what the product should look like. The pictures that follow, are of the pictures of the product that I received. I am unable to see how one can not think that these gaping gaps in the product are acceptable. I reached out to the Revdex.com due to not getting a response from the company. I actually did not even receive a response from them until I reached out to the Revdex.com. As a paying customer, I should be able to receive a refund on a product that is not complete. I should not have to pay...especially when it states that one would be refunded right on their website. To address the last concern which I am confused why it was even included, but I have made several complaints with this company before. I have done so on the FB page, The Knot, Wedding Wire, Google Review, and Yelp, so I am 100% confused how they think this has anything to do with the Revdex.com posting. I have also never seen them with an A+ rating, so I don't know why they would think that I am maliciously trying to hurt this business. I complain or praise based on the products and services. If the services are great, a positive review is made. If it is not, then the exact opposite happens. I did not have a positive experience with Sola Wood Flowers which is why I left reviews.
Sincerely,
[redacted]
I'm not sure how to respond The customer attaches photos of a wood item that isn't up to her standard We have given the customer a refund for that item Customer purchased it at a 60% discount (see attachment in my previous response) Customer was under the impression the refund would be for the retail price, but we explained that the amount refunded would be the amount she actually paid for the item. On that same order, the order form added dozens of free flowers to the order due to a glitch in our system (Black Friday traffic overload) As I stated before, over 8,customers had free flowers unintentionally added to their cart None of the customers received the free flowers Each customer received a hand written note on their order form explaining that the free product was an error I don't know about her claim that other customers received the free flowers This is the first I've heard of that claim. So we have apologized for the website glitch and explained in depth in dozens of emails that it was out of our control We have refunded her the amount she paid for the damaged item It appears the customer is upset that she was blocked from a private Facebook group that is ran by the owner of the company The Facebook group is a page dedicated to customers who want to share photos of their creations and tips and tricks On occasion, we have customers who try to use the page to express their frustration with their orders which is not allowed on that page We encourage customers to use email us their concerns as it isn't constructive to resolving order issues when the issues are posted on Facebook and left for debate which always turns into customers feuding with each other The customer was blocked from this page, but is still welcome to view our website, our main Facebook page, our Instagram, and communicate via email, messenger, and product reviews As I stated before, I don't know how to resolve this issue as I don't have the free flowers in my inventory to give I've apologized for the website glitch and the customer is upset that we didn't contact her about the free items before the rest of her paid items shipped I don't feel like contacting her earlier would have resulted in a different out come It appears that she wants the free flowers and I don't have them to give Our inventory levels are set to exactly what we have in our warehouse and the website glitch disregarded inventory levels and gave out millions of free flowers to customers who were visiting the website to take advantage of our Black Friday special We never advertised free flowers or made any suggestion that we were giving away free flowers We only became aware of the free flower issue a few hours into the sale In fact, our website had to be shut down for hours to resolve the issue Of all of the customers who had free product added to their cart by mistake, this is the only customer who has raised issue Everyone came to the site for the Black Friday special, not free flowers I have no free flowers to give and I have issued her a refund for the items she wasn't happy with There is nothing else we can do at this point and in reading the customers responses, I'm not sure what else she is wanting other than to harm the good reputation of the company We have kept in communication with the customer regarding the refund until it became clear that no amount of communication would solve this issue Customer became vulgar and out of control in her emails to my staff and so the decision was made to stop communication with her since the refund had been issued and we had explained at great length the technical glitch that gave her free product without making her pay Her last emails to us were in poor taste and personally attacked the owner of the business and customer resorted to threats and name calling I believe this complaint belongs on a traditional review board like google or Facebook as it is a matter of hurt feelings and a technical error that is out of our control and not unethical or illegal business practices It would be much appreciated if the Revdex.com could take this matter from here We are finishing our holiday orders and tending to happy customers who are eagerly awaiting their orders Our five star rating on Facebook, google, and the knot should prove that we care about our customers and their happiness, but we have to draw a line when a customer expects something we can't give and refuses to settle the disagreement even after a refund is issued.Thank you for your consideration Have a wonderful day
This is a tough complaint to respond to as there is nothing specific I'm supposed to address as it pertains to a particular order number. I can say that the first we heard from this customer was one week ago when she was upset that she didn't receive free product in her package. During a...
recent sale, our website had a malfunction and added millions of free flowers to customers carts. Because of how wide spread the problem was, we were unable to contact each customer to notify them that the free flowers added at checkout were a website glitch and we didn't intend to give away product. So instead of contacting the customers, we attached a note to the rest of the order that the customer read when they opened their package.This customer was extremely angry and sent several messages and emails demanding the free product. The main problem is that our website gave away free flowers that we didn't actually have in stock, so there was no way of me sending her the free flowers. I sent her an in depth email (attached) explaining the website malfunction and why we chose to include a note on the order vs. contacting each customer. This email seemed to make the customer more angry (see attachment). After the customer realized the free product wasn't coming, she then shifted focus to claiming that the items on the order she received were damaged. She sent us photos and while I don't agree regarding the damage, I refunded her the $10 (full purchase price) to avoid future conflict. This still didn't make her happy. She now wanted us to pay for postage for her to return the items. She does not need to return the item as we had already issued the refund and didn't have an interest in paying for the items return. Myself and my customer service rep decided to stop communicating with the customer after we sent her the refund notification as we feel that her concerns were addressed to the best of our abilities and we are unwilling to engage in emails that contain personal attacks and social media drama (for lack of a better term).Customer says she's spent $650 with us and as far as I can tell, we have had no problems with her orders until this last order that was missing free product. I have explained why the free product wouldn't be coming and have issued her a refund for the item she claimed was damaged. Is there something else I am able to do for this customer?Furthermore, last week, we proudly displayed our Revdex.com approved certificate on our website and social media pages. I assume this customer saw our post about having an A+ Revdex.com rating and her intention here is to harm my reputation which is one of the reasons she was blocked earlier this year from my personal FB page (not my business page).
Complaint: [redacted]
I am rejecting this response because:As I have stated to company about the "glitch", I simply pointed out there were several individuals who had received these products and I would happy to screenshot the proof that they needed. The response that I received was very passive aggressive, which yes it did make me upset to see this company dismissing me. As the representative stated, they made a community post via facebook to inform people about this "glitch". As it was pointed out, I was blocked for no reason whatsoever. If my package is receiving an incomplete order and it is known that I am banned from seeing such post, I do not understand why I would not be reached out to to explain the matter; especially when I already placed an order with then a couple of hours before. As far as this complaint that she is referring to, I reached out about my incomplete product that I had received. I saw the message was read through a social media site and I assumed it was being worked on at that point, so I did not feel it was appropriate to bring it up again to potentially slow down their production. The first two pictures that I have attached are of what the product should look like. The pictures that follow, are of the pictures of the product that I received. I am unable to see how one can not think that these gaping gaps in the product are acceptable. I reached out to the Revdex.com due to not getting a response from the company. I actually did not even receive a response from them until I reached out to the Revdex.com. As a paying customer, I should be able to receive a refund on a product that is not complete. I should not have to pay...especially when it states that one would be refunded right on their website. To address the last concern which I am confused why it was even included, but I have made several complaints with this company before. I have done so on the FB page, The Knot, Wedding Wire, Google Review, and Yelp, so I am 100% confused how they think this has anything to do with the Revdex.com posting. I have also never seen them with an A+ rating, so I don't know why they would think that I am maliciously trying to hurt this business. I complain or praise based on the products and services. If the services are great, a positive review is made. If it is not, then the exact opposite happens. I did not have a positive experience with Sola Wood Flowers which is why I left reviews.
Sincerely,
[redacted]