Paul Fredrick Shirt Company

I am in receipt of the complaint you sent (reference ID [redacted] ) in regards to issues with an order placed on March The customer has been corresponding with our customer service department both before and after his complaint was filedThe delay in responding to your inquiry was due to the fact that there was still open communication trying to resolve his issue.While we have posed several options to the customer, he has at this time chosen instead to close this matterSincerely,Becky B [redacted] Executive Assistant to the President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I carefully read the response from Paul Fredrick customer service and am rejecting their response due to inaccuracy I have a saved phone message from Paul Fredrick that does not include any of the information listed in this response regarding a discount or any deadline regarding order cancellation It simply says to call back with a specific reference number I did attempt to make that phone call but when I did I was prompted at 4:pm in the afternoon that customer service hours were over Now I'm upset for two reasons: using my time on their mistake, poor customer service / operating hours Had I received a proper phone message, email, or even text from Linda or Lisa during her first contact attempt I would not be as upset Now I find myself questioning truthfulness of customer service staff at Paul Fredrick, but also their business practices A policy statement on the website stating that errors and misprints occur in the catalog or online should not absolve the business from honoring purchases that have been processed It's been a long time since I took business law, but laws like bait and switch, advertising, and others come to mind The other thought that prompted me to actually send the complaint was that other businesses like *** honor mistakes of this type Last year, *** grossly miss-priced projection TV units that sold previously for $400+ for less than $ Those online purchases were honored and I wondered what makes Paul Fredrick different from *** It seems to me, some businesses would rather upset their customers rather than holding their employees accountable for mistakes and shortcomings
Regards,
*** ***

February 12, 2016Dear *** ***,I am in receipt of the complaint you sent (reference ID * ***) in regards to issues with his order placed with us on December 13thThe customer states that there were chargeback fees because we waited to remove the funds for this order from
his accountPaul Fredrick authorized the credit card on December 14th and then on the ship date of December 18, Paul Fredrick accepted his fundsIn accordance with Federal Law, Paul Fredrick is notable to accept funds until the product has been shipped to the customerIf there was additional delay beyond December 18th, this would be a delay by his bank to post this transaction to his account.In addition, the customer is upset that as of December he had not received his refund of the itemOur policy is to issue a refund for a returned product once it is received by Paul FredrickThe customer called on December 23rd indicating he was returning the shoes to us for a refund, and requested a pre-paid return label, which was e-mailed to himHe then called on December 26th & 30th complaining about the time it took for us to debit his accountAs a show of good faith, a request was put into our billing department to refund him the price he paid for the itemThe refund was processed on December 31stWe left the customer a message on 1/3/to let him know the refund was process on 12/31/Customer called back on 1/4/complaining he had not yet received his refundOur Billing manager contacted his bank and they indicated that due to the holiday and the weekend, they did not yet see the refund on their endWe again left a message for the customer explaining this and advising him to contact his bankThe issues that the customer experienced in regards to the funds being withdrawn and then refunded to his bank account, were not caused by Paul FredrickThese issues need to be addressed by his bankWe in fact went out of our way to please the customer, by refunding him for the item prior to receiving them backPlease also note that Ross A*** is no longer with Paul Fredrick, and future correspondence should be sent to my attention to ensure a timely responseSincerely,Becky B
Executive Assistant to the President

Dear *** ***,Thank you for contacting us regarding the issue arising from the customer’s inability to purchase item #*** for $We attempted to contact the customer by phone on 3/25/regarding the pricing error and since the customer was unavailable at the time we left a
message offering the customer 25% off the current correct price of $for the inconvenienceWe also requested that he notify us by 4/5/if he wished to take advantage of this offer or his original order would be cancelledOn 4/8/the customer contacted us by chat inquiring about his order at which point we explained the issue again to which he replied that he was going to contact the Revdex.com.Our policy regarding the correction of errors is on our Website and is as stated below: Corrections of Errors and InaccuraciesWhile we try to ensure accuracy on our website and in our catalogs, typographical errors on pricing or descriptions may occurWe reserve the right to correct any errors, omissions or inaccuracies and to cancel or refuse any order based upon an incorrect price or descriptionSuch corrections may be made even after an order is submitted and accepted.This information can be accessed on our Website using the following link -***Although we cannot honor the customer’s request at the price posted in error, we will be more than happy to honor our offer of 25% off the current sale price of $plus free shipping for the inconvenience he experiencedSince we have only suit left in the customer’s size, we will place the item on hold awaiting *** ***’s responseIf we do not receive a response by 4/30/we will removed the hold, and it is likely that the item will sell out and no longer be available in the size requested.I would be happy to discuss this matter further should you have questions or require further clarification.Sincerely,

December 8, 2015Dear [redacted],
I am in receipt of the complaint you sent (reference ID [redacted]) in regards to issues encountered while placing an order on our website.
According to our records, the customer successfully placed an order on 11/9/15 using [redacted] as the...

method of payment. In addition, the customer was sent a complimentary tie to apologize for the issues that occurred while trying to place an order on 1 1/7/15.The problem this customer originally encountered has been resolved, he was able to purchase the shirts at the advertised price and use his preferred method of payment. I believe this complaint has been successfully resolved and should not reflect poorly on our company.
Please also note that Ross A[redacted] is no longer with Paul Fredrick, and future correspondence should be sent to my attention to ensure a timely response.
Sincerely,
Lyle C.
President

I am in receipt of the complaint you sent (reference ID [redacted]) in regards to issues with an order placed on March 27.
The customer has been corresponding with our customer service department both before and after his complaint was filed. The delay in...

responding to your inquiry was due to the fact that there was still open communication trying to resolve his issue.While we have posed several options to the customer, he has at this time chosen instead to close this matter.
Sincerely,Becky B[redacted] Executive Assistant to the President

I am in receipt of the complaint you sent (reference ID [redacted]) in regards to an issue with shipping charges.The customer placed an order on 4/4/16 merchandise total was $49.90 + $9.99 shipping & handling = $59.89. The customer called on 4/14 indicating he was returning the items...

ordered, there is no mention of a question regarding shipping charges. In addition, we have not received a return from this Customer.Our policy states that we will refund the purchase price of our items, shipping costs are not refunded.If the customer has chosen to exchange his items, we will send him the exchange items at no additional shipping costs. If he has chosen to receive a refund, he will be refunded the $49.90 he paid for the merchandise. In addition, we will refund the original $9.99 shipping & handling paid as a courtesy for any confusion on our returns policy.Please also note that Ross A[redacted] is no longer with Paul Fredrick, and future correspondence should be sent to my attention to ensure a timely response.Sincerely,Becky B[redacted]Executive Assistant to the President

Dear **. [redacted],Thank you for forwarding **. [redacted]’s response regarding our reply to his complaint. In researching this incident further, particularly as applies to the message left by our representative, he is correct in his assertion that we did not state what the issue was, but simply left a message requesting that he contact us at our 800 number regarding his order. He is incorrect in his allegation, however, that upon calling our 800 number at 4:30pm he received a message indicating that our customer service department was closed, since the phone number indicated in the message we left is manned Mon.-Fri. from 8:00am to 9:30pm and Sat.-Sun. from 9:30am-6:00pm Eastern Time.The first contact we had with **. [redacted] subsequent to leaving the message for him to contact us was through a chat session during which we explained the issue and advised him that we could offer him 25% off the sale price of $359.50 plus free shipping; and as stated previously, we will still honor that offer. Since the 4/30/14 deadline I specified previously for holding the suit in question will expire before **. [redacted] has an opportunity to receive this reply, I will extend the order hold until 5/11/14 as a courtesy.While I can certainly understand **. [redacted]’s disappointment and frustration, Paul Fredrick is small company with 125 associates and simply cannot be compared to companies like [redacted]. These massive organizations have major clout based upon the amazing volume they generate and consequently can afford to support the type of accommodating policies **. [redacted] references, and for this reason it is as a business necessity that we instituted our Correction of Errors and Inaccuracies Policy.
Sincerely,

Review: I bought a shirt on the website and could not use a coupon code. I called them after submitting the order and the representative indicated that she would not give me free shipping as the purchase was under $200 but she would apply a 20% discount and resend me the order confirmation. She resent the order confirmation but did not take of the additional 20%. So I called again and she denied telling me that. I spoke to the Supervisor who said she had the conversation on tape and I should cancel the order if I'm not pleased. I told her I would call back if I wanted to cancel.

I received no further communication until I called back today and was told the order was cancelled, although last week it was still reported on their website as in-progress.

She indicated that if I wanted the order it would have to be at the new price.Desired Settlement: Deliver Order [redacted]

Business

Response:

Dear [redacted],

Thank you for contacting us regarding the issue arising from a misunderstanding regarding the customer’s inability to apply multiple offers to the order he recently placed on our website. The customer purchased 3 shirts from our introductory shirt offer and called to request that we apply a second offer he received for 20% off a $200 order.

There are several issues that apply to this matter:

1) Our promotions explicitly state that they “Cannot be combined with other offers.” (See attached documentation)

2) The order in question did not meet the $200 minimum for 20% off.

3) In our last conversation with the customer on 11/18/13 he clearly stated on that he “will call back” if he wants the order. Since there was no call by the end of business that day the order was cancelled.

We will be more than happy to reinstate the customer’s order at the $19.95 per shirt price plus shipping and handling that he received when he placed the order, however, as stated in the terms and conditions of the offer, it cannot be combined with any other offer; so no additional discounts would apply.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My Review: I had been a good-standing customer. I recently bought (3) shirts. Delivery of the product had a problem. Package was delivered damaged. Contain were (2) of (3) shirts ordered. I called them about this. I provided immediate pictures of the package unopened. Which clearly depicts two items within the damaged poorly retyped box as unopened by me. I supplied the order number and missing item. As a result, I was given detail instructions on what to provide them. That was promptly released the same hour. I received no communication or acknowledgement. A second communication was released as a follow up. Feedback was finally received. However, it suggested the customer service was unaware of any issue. In short, an explanation was demanded to explain the images and the reason for my communication. A response was issued. And, I attempted to spoke to a Supervisor but could not reach anyone. I was trapped in their round robin phone queue. I'm not pleased by this. When reporting this initial delivery failure, I clearly communicated my position as a Pastor. I cited that my responsibilities does not grant me hours in the day to chase down these type of failure. I was given verbal assurance that it was duly noted against my account and no issue would occur. I was satisfied given the performance and good success I had with this company in the past. I simply wanted to avert this chase. But if a customer whether clergy or not must chase down the customer service group to do what is right there is a problem. I cannot be loyal to a disloyal support team. I also will no longer suggest this company or recommend them to anyone within my clergy network. The email communication from customer service folks was flippant and disconcerting to the situation. I want my product.Desired Settlement: I want an apology for mishandling this matter along with my shirt.

Review: Retailer had a suit marked down well under it original price. An order was placed and sent to my email with confirmation and order number. I was left a message later saying to call the retailer back with no additional information. As a policy, my mistake, order or question I call you. Your mistake you call or email me with details or specifics. That did not happen. Later, I was going to try to add some items to that order and found out through and online representative that they said they cancelled my order and gave a specific reason why I cancelled the order. "Was no longer interested." This was totally false. Later, he retracted and said they could not honor the sale price that was listed.Desired Settlement: Would like to see retailer honor mistake like other retailers ie [redacted]. example would be store retailers. A sign says a TV is $500, that tv is going to be $500 even if its $2000 because of laws like false advertising etc whether its a physical store or online retailer.

Business

Response:

Dear [redacted],Thank you for contacting us regarding the issue arising from the customer’s inability to purchase item #[redacted] for $14.95. We attempted to contact the customer by phone on 3/25/14 regarding the pricing error and since the customer was unavailable at the time we left a message offering the customer 25% off the current correct price of $379.50 for the inconvenience. We also requested that he notify us by 4/5/14 if he wished to take advantage of this offer or his original order would be cancelled. On 4/8/14 the customer contacted us by chat inquiring about his order at which point we explained the issue again to which he replied that he was going to contact the Revdex.com.Our policy regarding the correction of errors is on our Website and is as stated below: Corrections of Errors and InaccuraciesWhile we try to ensure accuracy on our website and in our catalogs, typographical errors on pricing or descriptions may occur. We reserve the right to correct any errors, omissions or inaccuracies and to cancel or refuse any order based upon an incorrect price or description. Such corrections may be made even after an order is submitted and accepted.This information can be accessed on our Website using the following link -[redacted]Although we cannot honor the customer’s request at the price posted in error, we will be more than happy to honor our offer of 25% off the current sale price of $359.50 plus free shipping for the inconvenience he experienced. Since we have only 1 suit left in the customer’s size, we will place the item on hold awaiting [redacted]’s response. If we do not receive a response by 4/30/14 we will removed the hold, and it is likely that the item will sell out and no longer be available in the size requested.I would be happy to discuss this matter further should you have questions or require further clarification.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: