Shabby Apple, LLC

I am sorry that the customer feels we are not honest At 11:this morning we sent the customer an email to the address provided -- [redacted] @yahoo.com as follows below As indicated, we are not disputing the customer's report that his credit card company has charged the customer multiple times We only received one payment, so this needs to be resolved with the credit card company We can only refund the one payment we received and we are more than willing to do so if the customer wants to cancel the order[redacted] : I understand that you have multiple charges showing on your credit card bill from Shabby Apple Unfortunately, we only received one payment and the remaining charges I believe are a credit card company error I believe sometimes what happens is the credit card processor sends the charge to the credit card company and due to the credit card company’s fraud or security settings there is sometimes an initial rejection so the processor resends the request, and then they both clear on the customer’s side, but only one payment is sent to the merchant (ie Shabby Apple) I believe this usually clears up in a couple of business days But if not, or if you need it taken care of ASAP, please contact your credit card company and have them reverse all but one of the charges If you would like to have your order cancelled and the last charge refunded, we can handle that one on our side Just let me know Apologies for not calling back The person who normally handles customer service calls on Monday came down with strep throat Best,

We have responded to this customer We received only one payment of $ If those additional charges had come through to us as payments, we could reverse themand would do so Unfortunately they did not and are showing only on the customer side We believe the repeated charges are a credit card company error -- perhaps due to communications and security settings between the processor and issuing bank, and the customer should contact the credit card company to have those charges reversed If the credit card company has questions, we would be happy to join in customer's call to credit card company to confirm the customer only placed one order and we received only one payment.Best regards

We have attempted to call this customer several times before and after her complaint and received no answer Her gift code does not expire She has placed an order and we will refund the 40% she was unable to use with the gift certificate It actually works but a coding error is preventing the application of both from showing until after purchase We have a developer working on correcting the error

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 Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because:I want a phone call from the company*** *** *** regarding my order Their Phone will not take any messages andThey do not answer the phone.
Sincerely,
*** ***

We have called the customer and left a voicemail she called back and confirmed the extra charges had cleared out of her account

Complaint: ***
I am rejecting this response because:
it is not the issue of the Perfect Storm, it is the issue of how they handled the issueWhile I understand things happen, it was not communicated until after I had to call in several times and then I was given the reason whyRefunding the expedited shipping costs was a great gesture and I appreciate thatThat does not change the way things are with this companyI have to return one of the items and noon answers the phone ( as of the past two days) and you cant leave a message because the mailbox is full The number I am calling is ###-###-#### just so we know there was no mistake thereI emailed them yesterday and still waiting for a response on the correct way to return an itemIt says on their website If you choose to return your purchase, please fill out the Return/Exchange Form enclosed in your package and make sure to mark the reason and items being returnedThis form must be included inside your return packageTo mail your return, simply attach the enclosed USPS return shipping label included on the outside of the packageYou will then need to have your USPS mail carrier pick up the package or drop it off at your local USPS officeOnce your return arrives at our warehouse, you will receive a refund back to the original form of payment, minus the original shipping cost and a flat-rate return shipping charge of $7.95.The return label was included in my package but the return form was not, hence me trying to get a hold of someone to find out how to get a new form or how to proceedSo yes I understand that the perfect storm happened over the weekend,but their issues with customer service, handling issues, and lack of service has nothing to do with that
*** ***

The items were shipped and the USPS confirmed deliveryOnce the USPS makes delivery, we cannot insure against loss or theft. Notwithstanding that, and as a courtesy to this customer we gave the customer the items again at our cost. Customers should call 801-579-with
questions. We will try to insure customer service representatives make customers feel we are grateful for their call and business, it sounds like our customer service representative in this instance unfortunately failed to convey that. We will make sure we correct that problem

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. I was finally able to speak to a customer service representative and have the issue resolved, and expressed my dissatisfaction with the experience, hoping they will do something to change for the better. I do appreciate the effort to take care of the issue.
Sincerely,
[redacted]

Given the customer's poor experience, we have issued a full refund rather than the $20 she requested.We are not sure why she had trouble with customer service in November, but our phone person happened to be out with strep throat when customer recently called. This put us behind a few days....

 Many apologies for the inconvenience.

After a perfect storm of issues: our phones went out for a couple days, our customer service associate had a family emergency (she is guardian for someone who experienced serious injury during an accident), and unexpected complications in changing fulfillment services through the weekend and early...

this week, we were a bit behind on customer service issue resolution.   Notwithstanding that, two different sales associates spoke to this customer both on 9/15 and on 9/16.   Customer was apprised of the problems we were experiencing and that the customer's expedited shipping costs had been refunded.  Item is going out UPS overnight tonight without charge to customer and is expected to arrive early in the morning within the expedited shipping time frame.  UPS confirmation number has been sent to customer.  We apologize for the delay.  We appreciate the customer's patience and understanding.

Customer service was directed to reach out to her specifically and provide her this information, which we understand happened.  This customer's return was received and an exchange went out on August 18, 2016.  She should have received the exchange item by now.We do not know why the...

customer's original inquiries were not appropriately responded to.  It was certainly not handled the way we expect to handle such inquiries.  The customer is correct that it was not due to the circumstances we had last September/October (delays in processing orders/returns due to moving warehouses precipitating unprecedented volume of inquiries, while our main customer service representative had to quit suddenly to take care of a family member who had been in a severe accident).  Since this customer's inquiries, however, we have taken steps to improve the professionalism of our customer service and are continuing to pursue improvement.  We apologize for the inconvenience this caused her.

I am sorry that the customer feels we are not honest.  At 11:46 this morning we sent the customer an email to the address provided -- [redacted]@yahoo.com as follows below.  As indicated, we are not disputing the customer's report that his credit card company has charged the customer multiple times.  We only received one payment, so this needs to be resolved with the credit card company.  We can only refund the one payment we received and we are more than willing to do so if the customer wants to cancel the order.[redacted]:
I understand that you have multiple charges showing on your
credit card bill from Shabby Apple.  Unfortunately, we only received one
payment and the remaining charges I believe are a credit card company
error.  I believe sometimes what happens is the credit card processor
sends the charge to the credit card company and due to the credit card
company’s fraud or security settings there is  sometimes an initial
rejection so the processor resends the request, and then they both clear on the
customer’s side, but only one payment is sent to the merchant (ie Shabby
Apple).  I believe this usually clears up in a couple of business
days.  But if not, or if you need it taken care of ASAP, please contact
your credit card  company and have them reverse all but one of the
charges.  If you would like to have your order cancelled and the last
charge refunded, we can handle that one on our side.  Just let me know.
Apologies for not calling back.  The person who
normally handles customer service calls on Monday came down with strep throat.
Best,

We have attempted to call this customer several times before and after her complaint and received no answer.  Her gift code does not expire.  She has placed an order and we will refund the 40% she was unable to use with the gift certificate.  It actually works but a coding error is...

preventing the application of both from showing until after purchase.  We have a developer working on correcting the error.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have had no contact from the business and in fact when you dial their number It says the voice mail is full. There are 4 charges of 163.10 and I can print it Out and show you. They are certainly not very honest with telling you they haveContacted me
Sincerely,
[redacted]

We have responded to this customer.  We received only one payment of $163.10.  If those additional charges had come through to us as payments, we could reverse them. and would do so  Unfortunately they did not and are showing only on the customer side.  We believe the...

repeated charges are a credit card company error -- perhaps due to communications and security settings between the processor and issuing bank, and the customer should contact the credit card company to have those charges reversed.  If the credit card company has questions, we would be happy to join in customer's call to credit card company to confirm the customer only placed one order and we received only one payment.Best regards.

As previously noted, our customer service representative who handled email and phone inquiries had to suddenly quit due to a family emergency.  Unfortunately, we could not instantly replace her: we had to place an ad for a replacement, schedule and conduct interviews, and hire someone new  All the while, as previously noted, we were transitioning to a new fulfillment service, who apparently failed to include the return form in this customer's order.  In the meantime, although we reallocated people from other roles to try to help us get caught up on customer service and try to answer calls when possible, we were unable to keep up or get caught up until our new hire started.  I believe she has gone through the voicemail and emails., and we believe we are caught up.  I believe our new employee sent the form this customer requested some time last week.Again , we apologize for any inconvenience in the delay in response and appreciate this customer's patience and understanding.Best,Shabby Apple

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.
Sincerely,
[redacted]