Witmer Associates, Inc

I'm sorry *** *** feels like we didn't communicate well From all information that I can see we were in near daily communication with the customer trying to make his special request come to fruition As soon as we had approval of the graphics and payment for the customization then we placed the order the next business day Beyond that it is out of our control It's possible our people didn't know immediately how long the vendor would take to complete his custom request, but when we did know, we informed him I feel terrible that he has a ceremony scheduled with no badges to provide, however we are not the ones manufacturing the badges and simply cannot make them move faster These custom products are in process and we cannot cancel them As much as *** *** may be upset that we weren't able to provide these within the time-frame that he wanted, the facts are that if we were able to cancel the order (which we aren't) he wouldn't be able to get them in time from anyone else anyway We'd be happy to come up with another solution that allows *** *** to provide a Certificate showing a proof image of the badge, or something along those lines with the delivery date of the actual badge so that he can hand out something at the ceremony
James W***
Vice President

I apologize, yes I have received your emails and received my pants in unfortunate circumstances I had to return them because they did not fit But thank you for your help, I will be ordering my pants from another company Sent from my ***

Amy placed the order on 10/12/with Marilyn in our Call Center I have no notes indicating a quoted lead time, however our website shows a week lead time on this product, which six weeks from 10/would be 11/23.On 10/Amy called for a status check and Peter told her a week lead time
I don't have record that he confirmed that with 5.11, I will have to find out how he determined week, but a week lead time from 10/would be shipping from on 11/days later on 10/Amy called again for a status check This time Marilyn, who took the original order indicated that they would be shipping on 11/ This is days later than the expectation that Amy had as of 10/hour later on 10/Amy called again for a status check This time David indicated again that they would be shipping on 11/12.Amy called again on 11/asking for a status check Peter emailed purchasing to get an up to date status check and Amy was emailed back on 11/and informed that the pants would ship on 11/12.While I understand the disappointment from Amy's perspective, clearly one time we provided her with incorrect information stating that the pants would ship on 11/when in fact they are shipping on 11/ Unfortunately we do not have control over the stocking position of our manufacturers and we can't control when they receive shipments from their overseas manufacturing plants or when they ship orders While I would be happy to credit Amy for her shipping to make up for the day delay, sadly I cannot authorize a total credit of the order AND still fill the order.Thank you,James W***Vice President

I just left a voicemail for *** *** I am in agreement that *** *** made an incredibly reasonable effort to fix his mistake as quickly as possible We should have been able to adjust his order before the wrong item got shipped We are remaking the passport ASAP
Thank you,
James W***
Vice President

***,We certainly understand your disappointment It seems we disappointed quite a few people Clearly the orders that were placed for this product at $were placed only because there was an obvious error This flashlight normally sells for well over the discounted price that we
offered as a concession for the website pricing error Naturally we wouldn't stay in business very long by selling $flashlights for $ I can understand anyone hoping to get a great deal, but the facts are that we are not legally obligated to fulfill on this error Under our Terms and Conditions page the very first line is about pricing It very clearly states: "Prices listed on this site are currentDue to the wide selection of products offered, prices may change without noticeWe also reserve the right to make corrections in the event of a misprint." http://www.thefirestore.com/page.aspx/contentid/These were the terms under which you placed your order and in this case there was very obviously a misprint, and we used our right to make the correction We did not charge your credit card for a different amount, we politely contacted you and asked if you would like to keep your order in place at a specially reduced concession price The facts are that this model of flashlight is one of the poorest selling *** products that we offer Nobody would have ordered this light if they weren't trying to take advantage of an obvious mistake I'm sorry that this disappoints you and that you aren't going to get $2,worth of flashlights for $delivered, but sadly we won't be able to stay in business and continue to employ over people if we did things like that Clearly it was a mistake and we're very frustrated that it happened, but we cannot fulfill orders for these flashlights at that price Sincerely,James W***Vice 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 have noticed that they have added a few choice words which I do not appreciate adding making me look inntolorent on the situation all the negative response that the company had entered was not statedI contacted the call center and *** answered I have asked *** (not knowing her position in the company until later on) what is the status on my order becuase I was trying to get a definitive answer on when I would recieve my products that I have been told that it would be 3-weeks by phone and email and that the order was placed on 02/16/which this week would be the 4th week and *** disagreed and said that next week would be the 4th week I told her about the 12th that was planning around the 3-week Estimated time of arrival that is why I had planned the ceremony the following week*** had apologized I had told her that it's not her fault and that I was disapponted that I have ordered the products on 01/30/and the company had waited weeks after I have ordered and paid for the badges I paid for the custom seal on 02/13/I ws then told by *** that everything was placed on 02/16/*** said that she would contact the company making the badges to give me a better idea of when to expect the productI gave her my number and I had mentioned that I would like it by the 12th because it was suppose to be presented to my officers *** had mentioned that it might not be ready by the but she was looking on the company making the badges website and it said by the 03/20/it would be done I ask if she could find out for sure because that date is not going to work for me and that if that is the case I would like a refund*** called me back and said that the company said that it wouldn't be until the 03/30/I asked for a full refund of the items because 3-weeks are now 6-weeks and if I would have known that I would have planned the ceremony around that time frame*** said that she apologize but a refund can not be processed because of a custom order I then asked for the supervisors name and she said that it was Kim I then said that I would contact Kim by email and that I would CC the Revdex.com to the emailI had told her once again that it's not her fault that it is a bad business practice to charge someone and hold their order for weeks and then place it and *** said that they have to wait until all the information is in to place the order I had mentioned to her that I was trying my hardest to pay for the custom seal when I got the first email in regards to send payment for the custom seal and *** was no longer part of the company I guess and that was when Kim using *** email had mentioned to me by emailI did how ever say that the transparency and communication between everyone needs to be fixed because of the discrepancy of the information provided to me.
Regards,
*** ***

Amy placed the order on 10/12/15 with Marilyn in our Call Center.  I have no notes indicating a quoted lead time, however our website shows a 6 week lead time on this product, which six weeks from 10/12 would be 11/23.
On 10/26 Amy called for a status check and Peter told her a 1...

week lead time.  I don't have record that he confirmed that with 5.11, I will have to find out how he determined 1 week, but a 1 week lead time from 10/26 would be shipping from 5.11 on 11/2.
3 days later on 10/29 Amy called again for a status check.  This time Marilyn, who took the original order indicated that they would be shipping on 11/12.  This is 10 days later than the expectation that Amy had as of 10/26.
1 hour later on 10/29 Amy called again for a status check.  This time David indicated again that they would be shipping on 11/12.
Amy called again on 11/4 asking for a status check.  Peter emailed purchasing to get an up to date status check and Amy was emailed back on 11/5 and informed that the pants would ship on 11/12.
While I understand the disappointment from Amy's perspective, clearly one time we provided her with incorrect information stating that the pants would ship on 11/2 when in fact they are shipping on 11/12.  Unfortunately we do not have control over the stocking position of our manufacturers and we can't control when they receive shipments from their overseas manufacturing plants or when they ship orders.  While I would be happy to credit Amy for her shipping to make up for the 10 day delay, sadly I cannot authorize a total credit of the order AND still fill the order.
Thank you,
James W[redacted]
Vice President

To the Revdex.com, with all due respect to [redacted], our records indicate a fantastic level of communication and note taking as can be seen by the information below.  The customer requested custom product, was informed of the lead times and is now upset that we can't meet a Banquet deadline.  The...

order was placed with his custom information at the earliest possible time and he was told how long it would take.  The product is in process, is custom, and we cannot cancel the order or refund him the money.  He will receive the product as promised and should be encouraged to explain to his co-workers how amazing their custom badges will be.  We wish we were able to deliver them on his demanded date, but it simply is not possible with the custom artwork he provided and we are at the mercy of the manufacturer that he chose.  He will be pleased with the final outcome of the badges but we did not do anything wrong that I can tell and I cannot meet his request.  Our business operated with integrity moved at the pace of communication from the customer.  Thank you,
James W[redacted]
Vice President of Sales
PublicSafetyBadges.com
Witmer Public Safety Group, Inc.
Beginning of Notes on his order: 
I WOULD LIKE TO USE OUR COMPANY LOGO AS THE SEAL FOR ALL THE BADGES IF POSSIBLE. I COULD SEND THE LOGO BY EMAIL TO YOU IF THAT WOULD BE POSSIBLE. 
[redacted] $429.99 Id-[redacted]
2/2 [redacted] emailed in:
Could we also change the name on the 1st badge to [redacted] in stead of [redacted] thanks. 
changed info... he also sent the logo in. Emailed [redacted] to see if that can be used hec
2/2 [redacted] then emailed to cancel the badge for [redacted] off this order because he placed a new order on [redacted] removed from the order. hec
2/3 per [redacted] at [redacted] and [redacted]:
Thank you for sending us the image.
If your customer wants this to be the seal on their badges, then we will need to manufacture a custom seal die.
All custom seal die charges are based on initial order quantity:
1-4 badges: $350.00
5-24 badges: $250.00
25 + badges: FREE
Please let us know if they want us to begin artwork for approval.
We also have our standard EMS seals that they can use if they want to avoid die charges.
You can view the standard seals the we offer at the below link:
http://www.[redacted]
then click on Fire/Ems and then EMS to view the options.
If you have any questions, please let us know.
Emailed [redacted] and sent seal options hec
2/3 per [redacted]:
That would be fine I will pay the additional cost for our seal thank you for your help. Let me know how to pay for it. 
Emailed [redacted] hec
2/3 [redacted] called in  to make sure line item one was cancel, advise yes  he would like to place the order for the custom die on for this order and the order# [redacted]. lmp
2/4 signed and gave to [redacted]
2/4 Rec'd credit, signed and put in bin for [redacted]
2/6/15: gave credit back to [redacted], per notes above it sounds like they are making a custom seal. May not need to refund  depending on the price of the custom seal. [redacted]
2/6 Destroyed credit request till everything is done.  [redacted] 
2/10 rec'd custom seal picture from sal.. emailed [redacted] to approve. hec
2/12 [redacted] emailed for a sc. Advised I emailed him on 2/10 for approval. hec
2/12 rec'd approval.. Added set up fee to the order and emailed him to call in with CC info. Added pic of seal from [redacted] to the documents tab. hec
2/12/15 [redacted] called to make payment and confirm which badges were canceled. I emailed [redacted] to call him back, [redacted]
2/13 Called [redacted] back in regards to [redacted]'s note. Left a vm advising the badge for [redacted] was cancelled per his request. Advised this is on hold for payment for custom seal. hec
2/13 [redacted] called in an paid the $350 seal charge  - emailed [redacted] to release into production;' mhb
2/13 removed hold and emailed ** to [redacted]  (Please note this is a Friday)
2/16 purchase order created.  sent to vendor. (Please note this is a Monday - only 1 business day to create the PO from full payment by customer)
2/24/15: customer emailed [redacted] to see if status of drop ship meant his order has shipped. I advised drop ship means it will ship direct from the vendor when it's ready. normal production time is 3-4 weeks from the time we get final approval, payment, and it's sent to the vendor, but he also has a custom seal so that will add time to the completion of his shields. [redacted]
3/3/15: [redacted] emailed me for status check, emailed vendor for an [redacted]. [redacted]
3/9 [redacted] called in [redacted].  He said that he has to have this for a banquet on the 12th.  He said gets no responses and doesn't really want anything to do with us.  He said we should not have waited so long to put this order through.  He was told that we never put it through at first.  He said that If they are not going to get it to him by the 12 he wants this cancelled and [redacted] and [redacted].  I explained we probally could not cancel at this point but I would see when they could it out to him.  He said he will despute the charges.  If he does not have this by the 12th.  Told him I would contact [redacted] and [redacted] and let him know at ###-###-####. [redacted]
3/9 Called [redacted] and [redacted] and spoke to [redacted].  Asked her for the ETA and if there was any way to have this go out earlier.  The customer wants this by the 12th.  She said the earliest they can get this out is the 30th.  The seal is custom and the badges are deluxe.   They wouldn't be able to cancel or do any faster at this point.  She said that they could not rush it.  The badges are deluxe and the seal is custom.  She said that seal adds a week or so.  
Called [redacted] back and explained that they would not be able to get it out until at least the 30th.  He wanted to cancel and get a refund.  I explained to him that we were not able to do that. Because of all the custom work being done. He did not want to hear it.  He was not happy.  He said that we waited to long to place his order.  I explained that we placed it as soon as we received all the information and the money.  He said he was not explained all of that he wants the refund.  The banquet is the 12 th.  Said it was our problem now.  Appologized again.  He said that he assumed that we started the badge and the seal would be a later part.  I explained to him that we do not put the order through without all information and payment.  He went on for a while about how long upset he was.  He was not happy with [redacted] and said no one gave him any good information. He wanted all orders cancelled he said.  The one is part of this one and can not be cancelled either.  Order # [redacted] I have emailed over to [redacted] to see if we can cancel this. He said he was told 3-4 weeks even by Kim.  I let him know that the normal turn around for a badge without custom seals and deluxe finishes do run about 3-4 weeks.  He wanted my supervisor for them to hear how rediculous all of this is.  He said he already emailed with Kim.  I explained that I was the supervisor and Kim would be my boss.  He said he is going to email her and copy people he knows at better business buro.  He said he was not [redacted] at me just the principal of the whole thing because now he has to look stupid at the banquet with nothing to give.  Apppologized again.  [redacted]
3/9 [redacted] emailed back for Order # [redacted]:
Hi, [redacted]:
This order is already in production and cannot be cancelled at this time. 
Thank you, 
[redacted] & [redacted]
Can not cancel any of the 3 orders.  Let Kim know.  [redacted]
3/9 Received email:
 Lac of Transparency I have tried to get a solid answer for a while on order [redacted] I will cancel all orders for a full refund if I don't get a solid answer on the expected date of arrival to my location. 
already spoke with [redacted]. [redacted]

I would like to thank Mr W[redacted] for his reply and resolution. I tried to answer his phone call, but was unable to get my phone out in time to answer. Thanks again, Tyler
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted]e by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Due to the lac of understanding of the time frame I will be expecting a certificate with the picture of the badge on it for the ceremony today for all badge holders mentioned. 
Regards,
[redacted]

[redacted],We certainly understand your disappointment.  It seems we disappointed quite a few people.  Clearly the orders that were placed for this product at $1 were placed only because there was an obvious error.  This...

flashlight normally sells for well over the discounted price that we offered as a concession for the website pricing error.  Naturally we wouldn't stay in business very long by selling $180 flashlights for $1.  I can understand anyone hoping to get a great deal, but the facts are that we are not legally obligated to fulfill on this error.  Under our Terms and Conditions page the very first line is about pricing.  It very clearly states: "Prices listed on this site are current. Due to the wide selection of products offered, prices may change without notice. We also reserve the right to make corrections in the event of a misprint."  http://www.thefirestore.com/page.aspx/contentid/39 These were the terms under which you placed your order and in this case there was very obviously a misprint, and we used our right to make the correction.  We did not charge your credit card for a different amount, we politely contacted you and asked if you would like to keep your order in place at a specially reduced concession price.  The facts are that this model of flashlight is one of the poorest selling [redacted] products that we offer.  Nobody would have ordered this light if they weren't trying to take advantage of an obvious mistake.  I'm sorry that this disappoints you and that you aren't going to get $2,700 worth of flashlights for $23 delivered, but sadly we won't be able to stay in business and continue to employ over 200 people if we did things like that.  Clearly it was a mistake and we're very frustrated that it happened, but we cannot fulfill orders for these flashlights at that price.  
Sincerely,
James W[redacted]
Vice President

Review: Ordered a number passport for a leather shield for a firefighting helmet. I received confirmation of the order at 9:31pm on 9-18-2014. I made a mistake on the order, I selected the wrong side of the Velcro on the passport, and emailed their customer support at 9:43pm same day. I received a response at 8:54am the next day. They said they would contact their supplier. Later I received a response at 1:50pm 9-19-2014 saying the supplier has already started production and the order couldn't be changed. I called their customer service number, and told them I would like a refund. The person on the phone put me on hold and called their supplier. When the representative got back with me she told me the passport had been completed and couldn't be refunded.Desired Settlement: I feel that since I made contact with them so soon, within 12 minutes, of the mistake I should be refunded, or have the issue corrected. All that needs to be done is have a different piece of Velcro sewn on the passport.

Business

Response:

I just left a voicemail for [redacted]. I am in agreement that [redacted] made an incredibly reasonable effort to fix his mistake as quickly as possible. We should have been able to adjust his order before the wrong item got shipped. We are remaking the passport ASAP.

Review: Order number #[redacted] was placed on June 22, 2013. officerstore.com has not deliver this order. Customer service has lied about delivery. On June 22, 2013 I purchased a Voodoo Tactical Mojo Load Out Bag in OD Green for the price of $106.94 including shipping and tax. I received a confirmation and saw nothing in response for weeks. On July 9, 2013 I sent an email requesting the status of my order. I received no reply. On July 11, 2013 I emailed them again asking for the status and included that they have not responded to my previous email requesting information. It wasn't until July 16, 2013 that I heard back from them stating my order was on backorder and would be available for 6-8 weeks. The item was in stock when I made my purchase. On July 20, 2013 they sent an email asking me about the satisfaction of the product I didn't receive. I continued to wait patiently through the backorder time frame. On September 17, 2013 I contacted them again about the order, and asked for delivery or a refund. They responded the next day stating, "Thank you for contacting The Officer Store. We do apologize for the long wait of this product. We just received notification from the manufacturer yesterday that they shipped the products to us. We are expecting to receive them on Friday so we will be shipping your order early next week. If you have any further questions, feel free to let us know." I again waited past the time of their expected delivery and received no product. On October 1, 2013 I contacted them again about the failure to deliver. They replied on October 3, 2013 stating, "Thank you for contacting The Fire Store and Officer Store. We have received your order back in stock at this time. Your order is expected to ship from our facility in 1-3 business days. At this time, you will receive an automated email with your tracking information included. If you have any further questions or concerns, feel free to let us know." I have not received any information regarding the shipment of my order or delivery of my order.Desired Settlement: I would like them to purchase the product from a competitor who actually has the item in stock and send it to me, next day air, regardless of the cost to them. Or, refund all of my expenses on the order as indicated above. I would like to see their rating lowered as they have been most evasive and untruthful, and tailor their business so they can no longer target and take advantage of those who serve the nation and the people.

Business

Response:

[redacted],

As of yesterday morning you received a full refund (actually a cancellation of the authorization...we never took the funds since the product had not shipped). For your record, I wanted you to see the notes as they existed on your order. While you are understandably frustrated, I assure you that we are equally in the same boat as you frustrated with the manufacturer. When we sell product, we expect our vendors to ship that product to us in a timely fashion. We stock over $7 million worth of inventory, but simply cannot stock everything that we offer, in fact, your order for that product was the first one for us which is why it wasn't a regularly stocked item. Those products that are not in stock we expect reasonable turnaround times from our vendors. As you can see from the notes below we provided you with the ETA's that we were given by the vendor but the vendor simply didn't deliver for us or for you. I'm sorry that you had that experience and therefore think we shouldn't be servicing the public safety market that we serve, but I assure you that your experience here is NOT a common occurrence. See the notes on your order below:

Review: The [redacted] has ordered numerous items from Witmer. Incorrect products have been sent. Incorrect products have been sent again after returning incorrect items. Witmer has stated that the incorrect products that were sent were ordered when the purchase clearly shows the contrary. Phone calls and emails have not been returned. Products have taken months to be shipped. Payment has been withheld several times in order to force the correct products be sent. Witmer has utterly failed to deliver items that were purchased in a timely fashion. Witmer continues to demand payment for items that were returned because they were incorrect.Desired Settlement: Refund for items returned.

Business

Response:

Witmer recognizes that there have been issues in the past with this account.

Review: Problem is customer's inability to receive a refund after cancelling an order when vendor stated product was unavailable.On Nov. 8th I placed online order order # [redacted] for a jacket with www.officerstore.com. I received confirmation of my $201.39 transaction via email within minutes of my [redacted] payment, and that was the last communication initiated by the store. After several days of not receiving confirmation of shipment, I called their customer service line. A very nice young woman informed me that, "Oh, we needed to call you because the company wants confirmation of the color you are ordering." We confirmed color, and I asked the person to please contact me via email if there were any other problems. After several more days of no word from OfficerStore I called again on Nov. 15th, and was told: "Oh, you were on my list to call today, the company can't furnish your jacket for an undetermined time because they are making changes to manufacturing." At that point I asked that the order be cancelled. The customer service person told me that it would be seven to 10 days to receive a refund. I wasn't happy about that, but waited. After two more weeks with no word, I called Friday, Nov. 29th at 9:00 and was directed back to the same customer service rep, "[redacted]". This time, she told me that she had not cancelled the order as she said she would on Nov. 15th. I explained plainly that I had asked her to cancel the order on Nov. 15th. That I have now purchased the jacket elsewhere and that it is coming to me via UPS. I asked her to please confirm via email that she knew the order was cancelled. By 4:20 in the afternoon I had received no message from the company so I called again and asked for a Manager. I spoke with "[redacted]" who sent me an email confirming cancellation, but claimed that my refund is contingent upon Officer Store receiving satisfactory notice of cancellation of the order with their vendor, [redacted], Inc. I no longer trust this company, and would like help to ensure proper refund.Desired Settlement: I am simply trying to obtain a refund of $201.39 to my [redacted] account. This company has had my money for nearly one month, has said that cannot supply the product, has told me weeks ago that the transaction was cancelled and that a refund was in process, but continue to cite reasons for not actually doing a refund.

Business

Response:

First, let me apologize for how this situation unfolded. It is one thing for us to not have information about a vendor back order before we submit the order, but once we have that information we need to get it to the customer ASAP. In this situation it appears that coincidentally as soon as we got that information from the Vendor, you also happened to call. I understand that looks suspect, but sometimes timing can just be peculiar like that. We clearly had several instances where communication failed to be as expeditious as it should have been. I hate for any customer to feel like we aren't communicating promptly and accurately. Clearly in this case we failed to act as quickly as we needed to and in some respects getting information back from the vendor took longer that it should have. As for [redacted]'s response about the cancellation being processed only after the PO cancellation is confirmed, I understand why that is their approach, though I don't agree that it needed to hold up your refund and I have clarified that for our Customer Service Manager.