Grimes Realty

Hi, We are happy to address any questionsThis order was placed on Jan 2nd and arrived on Jan 12th at 12:pmYou can view the tracking information and proof of the delivery date here http://wwwapps.ups.com/etracking/tracking.cgi?InquiryNumber1= [redacted] &TypeOfInquiryNumber=T&AcceptUPSLicenseAgreement=yes&submit=Track This order was shipped within hoursThis order did not take over a month to arrive as stated by the customer and arrived days after the date the order was placedWe have answered all of the emails regarding this returnWe are happy to accept returns within days of the ship date for a refundThis return arrived almost a month late on Feb 27th, and was not returned within the day windowOur returns department was happy to make an exception to our day return policy and allow the late return for an in-store credit of the full purchase price even though this return was almost a month lateThis customer was emailed with her in-store credit information and she confirmed this by responding to our store credit emailThis store credit remains and does not expirePlease let us know if you have any questionsThank you, Spool No.72Submitted: 05/29/

Complaint: [redacted] I am rejecting this response because: Unfortunately, Spool 72's response contains several errorsIn no way were any of my emails threateningThey were merely asking for further information so that my in house legal counsel could follow upIn fact, I am still waiting for a confirmed business address and phone number so that they can complete the paperworkPlease provide this informationAlthough the amount is only $66.95, our accounting department needs to rectify the amount on the books I did not state that the package was waiting for me when I arrived home from my tripIn fact, the merchandise did not make it to my address until over a week AFTER my returnI have absolutely no idea what happened to the package or how it was recorded that it was delivered or frankly how it made its way to my door over a month after deliveryIn no way would I continue to argue my case if I was not being truthful I have returned the merchandise and filed a claim with the Revdex.com - at this point, there is no chance that I will shop with Spool againThe credit for their store is worthless as is their credibility Please provide your business address and phone numberI have two unanswered emails requesting this informationThese are not threats; merely requests for information so that the proper paperwork can be completed Sincerely, [redacted]

We are happy to offer any additional information neededWe have received multiple threatening emails from ***She has repeatedly stated that she is working with her in-house legal counsel (please see attached emails)We timely responded to all of ***'s emails until the threatening comments were madeAll of our necessary contact information is located online on our website
***'s order was shipped and delivered to the address she provided at checkoutShe has mentioned to us that she was away on a trip and the she did not receive the package until after she arrived home from her tripThe delivery day of her item is the day the delivery is made by UPS or USPS, not the day she received her item after she arrived home from her tripWe cannot control the date that she choose to arrive home to receive her delivery
We shipped to the address *** provided at checkoutIf alternative delivery was needed she would have needed to provide this information at checkout
If her package had been rerouted or redelivered this information would be recorded in the UPS tracking and we would see the additional scans and the new delivery dateThis is not the case and the package was infact delivered on January 12th
*** is not provided truthful and accurate informationWe were happy to make an exception to ***'s late return and allow the return for a store creditPlease note this was an exception to our day policyThank you,
Spool No

Hello,We are happy to help with any questions regarding this issue. Ms*** placed an order late Tuesday night of May 26th. Her order was processed and packaged immediately the following morning on Wednesday the 27thShe purchased Priority Mail 2-day transit at checkoutIn order
to allow time for our staff to package her items for shipment we require 24-hours processing time for our ordersOrders are not automatically shipped and do not immediately dispatch once an order is placedHer order was shipped immediately the next dayOur order processing time is clearly stated and easily available for our customers on our easy to find FAQ's page found here***Our FAQ's page allows customer to receive quick information about shipping and order guidelinesMs***'s package was received and scanned by USPS on Tuesday the 26thUSPS Priority Mail requires 2-full business days for transitThis does not include the minimal time it took for our team to process her orderAt checkout her expected delivery date was Friday the 29th or Saturday the 30thHer package arrived on-time with a delivery being made on the 30thHer USPS tracking number was #***We do state to allow 2-full business days for the transit of her order and this information is clearly provided on our FAQ's page prior to checkoutAs an online company all of our support staff is located online via our hour help portalMrs*** emailed us beginning the morning of May 28th and each of her requests were responded to within 5-minutesPlease let us know if we can provide any additional informationThank you,Spool No

Complaint: [redacted]I am rejecting this response because:
1. I have sent 3 emails in the month of May to Spool 72 asking for them to provide their phone number and address so that I could follow up accordingly; None of the emails were responded to. They do not publish this information on their website.
2. The tracking information states that the merchandise was left at my front door - not inside my apartment lobby door. Packages are never left at the front door, in public. They are always left inside the lobby. No one signed for this delivery. The only explanation I can think of is that the package was left outside by UPS; another UPS driver could have picked it up and rerouted the package through their distribution center until it found it's way back to my address a month later. IF this is what happened, I would think that Spool 72 would accept some responsibility and process a return rather than insinuate that I was being untruthful and stop replying to my requests to speak to them. The merchandise was not used, it was tried on immediately and returned immediately. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Unfortunately, Spool 72's response contains several errors. In no way were any of my emails threatening. They were merely asking for further information so that my in house legal counsel could follow up. In fact, I am still waiting for a confirmed business address and phone number so that they can complete the paperwork. Please provide this information. Although the amount is only $66.95, our accounting department needs to rectify the amount on the books. 
I did not state that the package was waiting for me when I arrived home from my trip. In fact, the merchandise did not make it to my address until over a week AFTER my return. I have absolutely no idea what happened to the package or how it was recorded that it was delivered or frankly how it made its way to my door over a month after delivery. In no way would I continue to argue my case if I was not being truthful. 
I have returned the merchandise and filed a claim with the Revdex.com - at this point, there is no chance that I will shop with Spool 72 again. The credit for their store is worthless as is their credibility. 
Please provide your business address and phone number. I have two unanswered emails requesting this information. These are not threats; merely requests for information so that the proper paperwork can be completed. 
Sincerely,[redacted]

Hi, We are happy to address any questions. This order was placed on Jan 2nd 2016 and arrived on Jan 12th 2016 at 12:36 pm. You can view the tracking information and proof of the delivery date here......

http://wwwapps.ups.com/etracking/tracking.cgi?InquiryNumber1=[redacted]&Type...⇄ . This order was shipped within 24 hours. This order did not take over a month to arrive as stated by the customer and arrived 10 days after the date the order was placed. We have answered all of the emails regarding this return. We are happy to accept returns within 30 days of the ship date for a refund. This return arrived almost a month late on Feb 27th, and was not returned within the 30 day window. Our returns department was happy to make an exception to our 30 day return policy and allow the late return for an in-store credit of the full purchase price even though this return was almost a month late. This customer was emailed with her in-store credit information and she confirmed this by responding to our store credit email. This store credit remains and does not expire. Please let us know if you have any questions. Thank you, Spool No.72Submitted: 05/29/2016