e4hats.com Inc

Thank you for giving us the opportunity to explain our side of this transactionThis customer placed his order on 4/4/15. We shipped the order on 4/6/15 via USPS – First Class Mail and emailed the customer a tracking number ([redacted]). On 4/9/15, the customer called in and told us that...

he had not yet received his order based on the estimated time of delivery provided by the USPS tracking number. We told the customer that USPS is not obligated to deliver on the exact time that they estimate, but we would file a USPS Business Service Network Claim which opens an investigation and we would contact the customer with any new update on the investigation. The following day 4/10/15 we received a resolution from USPS stating “Based on the scans available, we believe this parcel is still in the Postal Service's possession. However, we are unable to confirm the whereabouts of the parcel at this time. Please continue to monitor Track & Confirm for the next 10 days.”The customer was upset that he had to wait an additional 10 days for USPS to locate his package and demanded that we send him another with expedited shipping. Our company policy states that“If it is proved that an insured package is lost, damaged, or vandalized during shipment, the customer will not be held liable. The e4Hats Claim Form must be filed after the eligible date; this is strictly enforced. The customer has the option for a reshipment or a refund. Filing for a claim becomes available after 30 and 45 days from the shipment date for domestic and international orders, respectively.” (http://www.e4hats.com/shipping-policy)Given that the customer had gone through many unfortunate circumstances with this order we reduced the standard 30 day waiting period to 10 days, as requested by USPS, and if USPS was still unable to locate the package in the next 10 days we would send him a replacement or refund even though the shipping option chosen was not insured. On 4/13/15 the customer’s tracking number shows that“Your item was delivered at the front door or porch at 4:42 pm on April 13, 2015 in [redacted]We are confident that we treated this customer with consistent courtesy and professionalism. We hope that this issue can be resolved amicably and if there is any other information you require please feel free to let us know.Thank you,[redacted]Customer Service Department[redacted]@e4hats.com   Tel: [redacted] | Fax: [redacted]Hours: 8AM - 5PM Pacific Time (Mon - Fri)

To whom it may concern,On the complaint, customer stated that he will return the duplicate order he had received.On our website, we cannot charge anything that customer does not authorize as we do not save any credit card information.However, if customer had ordered twice on accident, we do refund...

the order less the shipping cost.We still have not received the return from the customer.Sincerely,[redacted]e4Hats.com

I thought 4Hats was a reputable company including keeping consumers happy. I order two hats because I was going to travel to North Carolina. I had order before the Big the classic newsboy black cotton and because I have lots of hair the 4 holes New Viintage beanie. I received the product only to know the 4 holes cap was no where in size as they showed in the advertisements. It was too small. The customer service rep did nothing and offered nothing. I end up paying $7.00 to return the products . I simply asked them to credit the $7.00 towards my next purchase they could not do so. Customer again have to suffer because of false picture advertisements. Nnever again

Review: I ordered an item from e4hat.com. Paid for shipping and they told me that it would be shipped right away. They also told me that I could track the package from their email. I started tracking this package and it stopped in Anaheim California, which is was supposed to go to Alabama by April 9th(expected delivery date from USPS). Once this was verified, three days later, I received notice that the item has been shipped from California. After the 24 hour duration they asked for, I still didn't see any movement. Once both companies were contacted I was then told to wait another 10 days from the day of my email to wait for the package to "possibly arrive." They said that they have a 30day turnover for USPS to file a claim and give me a refund or reship another of the same product. I will never shop at this site ever again, and not recommend them to any of my friends, family or network people.Desired Settlement: Replacing my item with another one "expedited" two day shipping on their end and I will send back the misdelivered item back to the company once it gets to my home. Also, I would like an apology from the owner to make sure that this doesn't happen to anyone ever again.

Business

Response:

Thank you for giving us the opportunity to explain our side of this transactionThis customer placed his order on 4/4/15. We shipped the order on 4/6/15 via USPS – First Class Mail and emailed the customer a tracking number ([redacted]). On 4/9/15, the customer called in and told us that he had not yet received his order based on the estimated time of delivery provided by the USPS tracking number. We told the customer that USPS is not obligated to deliver on the exact time that they estimate, but we would file a USPS Business Service Network Claim which opens an investigation and we would contact the customer with any new update on the investigation. The following day 4/10/15 we received a resolution from USPS stating “Based on the scans available, we believe this parcel is still in the Postal Service's possession. However, we are unable to confirm the whereabouts of the parcel at this time. Please continue to monitor Track & Confirm for the next 10 days.”The customer was upset that he had to wait an additional 10 days for USPS to locate his package and demanded that we send him another with expedited shipping. Our company policy states that“If it is proved that an insured package is lost, damaged, or vandalized during shipment, the customer will not be held liable. The e4Hats Claim Form must be filed after the eligible date; this is strictly enforced. The customer has the option for a reshipment or a refund. Filing for a claim becomes available after 30 and 45 days from the shipment date for domestic and international orders, respectively.” (http://www.e4hats.com/shipping-policy)Given that the customer had gone through many unfortunate circumstances with this order we reduced the standard 30 day waiting period to 10 days, as requested by USPS, and if USPS was still unable to locate the package in the next 10 days we would send him a replacement or refund even though the shipping option chosen was not insured. On 4/13/15 the customer’s tracking number shows that“Your item was delivered at the front door or porch at 4:42 pm on April 13, 2015 in [redacted]We are confident that we treated this customer with consistent courtesy and professionalism. We hope that this issue can be resolved amicably and if there is any other information you require please feel free to let us know.Thank you,[redacted]Customer Service Department[redacted]@e4hats.com Tel: [redacted] | Fax: [redacted]Hours: 8AM - 5PM Pacific Time (Mon - Fri)