Thunder Marine, Inc.

I have received and investigated the complaint from Ms. [redacted].  We try to process all orders as soon as possible.  We had to contact the warehouse and have them stop the package that was being shipped.   This process takes a day or two to actually find the...

order, and let customer service know that it had been stopped.  The credit card authorization was reversed on 10/20/16.  I have attached a copy of our system order showing the cancellation.  I apologize for any inconvenience this may have caused.If I can be of any further assistance, please contact me directly.Sincerely,[redacted]Director of Order Services

I have received and investigated the complaint from Ms. [redacted].  I apologize that she was not able to get the help she needed when she called.  Our customer service agent should had a supervisor handle these calls.From August, 2015 the credit limit on the account was $50.00.  The...

increase on the limit was offered on February 13, 2016.  I have contacted our credit department and made sure that her current credit limit of $250.00 was equal at all sites. The issue was corrected to $250.00 in our credit area on February 20, 2016.  This size of the credit limit does not always guarantee shipment of orders.As each order is placed, our credit system checks current credit bureau ratings.  There are times that an order will be accepted if a down payment is paid prior to the order being shipped. ( I see that this happened to Ms. [redacted] order of 2/12/16.)  According to our records, the last two orders were canceled by the customer.Please contact me directly if I can be of any further assistance. [redacted]Director of Order Services

I am in receipt of the complaint concerning the displeasure with our selling of adult comfort items in our catalog.  I am sorry that these items offended you.Please know these products are sold to many of our senior population in the United States.  These items are very sensitive and it...

allows our senior customers to make these purchases in the privacy of their homes, without having to go to the store.While I know we cannot please everyone, I am sorry that our catalog disappointed you.  I have removed your name from our mailing lists.   Sincerely,Pat [redacted]Director of Order Services

I have received and investigated the complaint from Ms. [redacted].  The order was placed on August 22, 2014 and was received by the customer on September 8, 2014.    When we received a call on September 23, 2014 advising us that she lost the return label provided with the...

shipment.    Since customer satisfaction is guaranteed, a new return label was provided and sent on September 24, 2014.  In order to issue a refund or replacement it is necessary for the customer to return the damaged or defective item.  We heard from Ms. [redacted] again on October 9, 2014 requesting a second return label.  This was mailed on October 10, 2014.  On November 24, 2014, we heard from her again regarding the balance on her account, at that time she was told that credit would be issued upon receipt of the item to be returned.  Since the item is personal, I have waived the need to return and have issued a credit to her account for the total purchase.  I have also written of the finance and late fees that were added to her account.  When this is processed she will have a credit balance of $43.19 for the payments made on the account.  This is a one time courtesy.  In the future if items are purchased they do need to be returned to us if credit is required.Sincerely,[redacted]Director of Order Services

I have received and investigated the complaint from Ms. [redacted].  I have found no recorded history of any calls being  made by us for payment.  Historically our credit department does not make phone calls unless the account is nearly six months past due.  That being said, I do...

not show any payments on this account, as of 1/13/17 the balance is $40.89. The phone number on the account is ###-###-####. This number is different from the phone number shown on the complaint.  It is the only number on record with our company.I do apologize for any inconvenience we have caused this customer.  Sincerely,Pat N[redacted]Director of Order Services

[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 for now.  Note that I have asked to be removed many times before online and on the phone, and I'm still receiving your catalogs. If I still get your catalogs or any marketing mailings in the future, I will file another Revdex.com complaint and refer to this one as the first one I filed with the Revdex.com. This needs to stop NOW. It's a waste of your money and paper.
Thanks,
[redacted]

I am sorry that you are unhappy with my last response.  If you could provide me with the N # which is above your name and address on the back cover of the catalog, I will be able to trace who provided your name to us.  Without that number, it is impossible to locate the source.  Sincerely,Pat N[redacted]Director of Order Services

I have done more research into the phone call regarding the delivery of an order on December 31, 2016.  I was able to have the phone call completely translated by one of our Bilingual Agents and found that when the order was called in, it was ordered by another Ana Lopez living at a completely different address in Camuy, PR.  The agent taking the call mistakenly put this order on the wrong account, causing the items to be delivered to the wrong person. The order has been received back and we thank you for your honesty.  I apologize for any inconvenience that this may have caused.Sincerely,[redacted]Director of Order Services

I have received and investigated the complaint regarding us sending catalogs to this customer, I have notified our mailing house to immediately remove her name from all of our lists.  I apologize for the inconvenience we have caused.

I have investigated the complaint from Mr. [redacted], and have attached a print out of his account.  Mr. [redacted] placed two orders with us in the past.  One on 4/28/16 and the other on 5/31/16.  The total of these two orders was $79.90.  The method of payment used for both orders was...

our "Shop Now Pay Plan" which is an in house line of credit.  No payment on this account was ever made.  The balance owed as of December 20, 2016 was $148.10 which included monthly late fees of $10.00 per month and also finance charges.  The account has been turned over to a collection agency.  We show no record of any calls disputing these charges.  The account has also been closed.When we received the money order for $13.63 it was applied to the balance owed on his account, bringing the total still owed to us at $134.47.  Our corporate procedure is to not allow any future purchases against an account with bad debt and use any money sent as payment toward that account.Sincerely,[redacted]Director of Order Services

I have investigated the complaint from Ms. [redacted], and found an order was placed and shipped on 6/27/11 to [redacted] at [redacted].  This order was never paid for.    Since the order is so old the account has been closed without payment and marked...

as bad debt.   I have had our credit department remove the bad debt code from the account.  This action will take place the first week of June.  As our credit reporting updates happen once a month.If I can be of any further assistance, please contact me directly. Sincerely,[redacted]Director of Order Services

I have verified again that there has been no further contact from the phone number that we have on file.  I also contacted our credit department again, to make sure that they weren't the ones that talked to Mr. [redacted].  They too, have no record of any contacts.  As a courtesy to Mr. [redacted] we have written off the balance due on the account, and a refund check for $13.63 will be issued to him for the order that was not shipped to him.If I can be of any further assistance, please contact me directly.Sincerely,[redacted]Director of Order Services

I have investigated the complaint from Mr. [redacted] and found the following:The order was placed on June 9, 2015 on our internet site.  Mr. [redacted] entered the order and selected "Priority Shipping".  The item was shipped on the same day.  Mr. [redacted] returned the item to us using the "Prepaid...

Postage Label" that was attached to his packing slip.  The returned item was received by us on June 22, 2015.  The original cost of the order was $29.64.  This included the $8.75 for "priority shipping" and the handling and replacement cost of $5.90.  In returning the item, Mr. [redacted] used our "prepaid label" which clearly states that a fee of $7.99 would be deducted from his refund.  It is also our normal practice to not refund the original shipping and handling charges on any order unless the items are received damaged and defective by the customer.  This was not the case.  Therefore the refund of $7.00 was indeed correct.As a one time courtesy, I have issued a credit to his card for the balance of $22.64 for the order.  If I can be of any further assistance, please contact me directly. ?

I have received and investigated the complaint.  I found that Ms. Stewart did have a credit account with us.  This account shows that two order were placed in August of 2016.  The total for both orders is $77.00.  A payment of $20.00 each was made on 9/4 and...

10/4/16.  Finance charges were added monthly to the account, and the current balance is $40.00I have attached copies of the order history and statement, so that this explanation is clear.I don't see any other payments, or money owed to Ms. [redacted].  If there is another account associated with [redacted], (our sister company) I do not have access to it.  I would suggest that a call to [redacted] in the credit department be made.  Her number is ###-###-####.  If I can be of any further assistance, please contact me.Sincerely, [redacted]Director of Order Services

I have investigated the complaint and found out why Ms. [redacted] order is currently on hold.   Our catalogs are mailed with a pre-approval amount of credit.  Our records show a credit limit of $50.00 was offered.  When a customer takes advantage of this offer, and sends in an order, a...

normal credit check is performed, prior to the release of that order.Ms. [redacted] placed the order on our web site on July 27, 2016, when it was processed for credit a letter was mailed to her.The letter reads as follows:Thank you for your recent order.  Because the Vermont State laws governing access to credit information, we cannot make the necessary credit investigation to approve your order without your permission.Please indicate your acceptance by signing and dating below and returning this letter to us within 30 days.We look forward to establishing a credit account with you and await your reply.Once this is received a determination will be made on the actual amount of credit approved.  Once we receive the approval her order will be released, or a down payment may be requested.  I apologize for any inconvenience that we have caused, and if I can be of any further assistance please contact me directly.Sincerely,Pat [redacted]Director of Order Services

I have received and investigated Mr. [redacted] complaint.  Mr. [redacted] placed his order on August 30, 2016.  The order totaled $15.91 including postage and handling.  The order was shipped on September 2, 2016.  I do not see a record that a request to cancel was made.  I do...

see that he called on September 7, 2016, and said that the items were advertised as buy two - get on free.  I have verified with our corporate office and they have never advertised in this way. As a courtesy during the call, our agent issued a full credit for the order, and removed his name from our mailing list.Sincerely,Pat N[redacted]Director of Order Services

I have received and investigated the complaint from Ms. [redacted].  We send our customers who have been offered and accepted trial memberships in our Passport to Health plan.  The coupon is coded PHB1.  The coupon is for their use only.Ms. [redacted] has never been offered a membership...

and it appears that she found the coupon code on another website and used it.  When we were made aware that someone other than our company  had published the coupon code, our computer system stopped accepting them unless the account shows activity in a membership..As a web customer, Ms. [redacted] will be offered other sale promotions, which she can take advantage of.  These will be presented in the form of special e-mails addressed to our customers only.

I have investigated the complaint from Ms. [redacted], and found that she has had two credit accounts with us since July 16, 2013.  She is correct in saying that this is an error on our part.  We are in the process of having this corrected.  The request to merge accounts was processed...

yesterday and should take no more than five business days to be completed.  That being said the late charges on the second account have been credited.  In order for the merger of accounts to take place it was necessary to cancel the open order for Men's Indoor/Outdoor Moccasins that was placed on January 8, 2015.  If this order is still wanted, it will have to be placed again, after the merge takes place.I apologize for the inconvenience we have caused this customer and will watch the account to make sure that the merger of the two accounts is taken care of by our credit department.Sincerely,[redacted]Director of Order Services?

Complaint: [redacted]
I am rejecting this response because: Company is running a scam. It doesn't cost more to send items back. It's the same weight including a postage paid label. Full refund of $17.88 including shipping. Copy of ordering sheet is being sent.Company is running 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I still have the catalog that clearly states that I was approved up to $100.00.  Also, nowhere in the catalog does it state that the approval is pending a credit check of any type.  Also, the order form in the catalog and the online website does not request a SSN # or anything of the type.  Companies that do business in the United States are required to honor their advertising.  You have not.
Regards,
Peggy [redacted]