Hi there! Here is my response to Complaint ID # [redacted] from AK Athletic EquipmentClaims within this complaint include concerns with the rate of response,delivery time, damaged item, and incorrect item sent.In regards to the rate of response in communication with this customer.Customer was contacted within business hours of submitting an email with a follow up phone call and email from usI have included screenshots of email conversations and appropriate response timesThe actual pieces of phone conversation recounted by the customer are not only inaccurate but portray our company in a way that we refuse to acknowledge as true and factual.The second complaint from customer is that the item ordered was not delivered in her anticipated time frameUpon the time that the order in question was placed, our company never guaranteed this particular item would be available for Christmas delivery, as it is very large and is shipped with a common freight carrierOne portion of the customer’s order(# [redacted] was delivered within business days on Dec16th, well before Christmas, because it is a product that is shipped with fedex ground.Fedex ground tracking numbers associated with the order are attachedThe second half of her order included a very large “Octagon Shaped Mat.” The description for the 30" X 30" X 36" OCTAGON SHAPED MAT clearly states that the Product leaves our facility in 7-business daysThis item was sent out on the 9th business day following her order.The third concern cited by the customer states that her item was damaged.When a large item leaves our facility an informational email is sent to notify each customer about the protocol for receiving shipments being delivered with a freight carrierIn this document there are clear and pertantent instructions about signing “damaged” on the delivery receipt if box or carton appears to have visible damagesThis insures that we can file a claim with the freight company and allows us to replace a compromised product as soon as possible.This customer did not sign damaged, and doctored the screenshot of the email sent from our shipping department to make it appear as though she was never given instruction about receiving damaged goodsPlease see the attachment titled “falsified document” to see customers inaccurate form compared to what was sent to her.During follow up phone conversation regarding the damaged item our company requested images of the damage as well as images of the item received placed next to a measuring tape to verify that the correct item was sent.Finally, the last issue specified by the customer is that “the wrong item was sent.” The images supplied by the customer were sent via email and indicated two thingsThe first was that there was a small puncture in the vinyl covering of the mat, and secondly the pictures proved that the customer did receive the correct itemThe customer was contacted business day after the photos were supplied at which time she was offered a replacement vinyl cover for the octagon mat, even though she did not sign damaged as requestedThe customer stated that this was not an ideal resolution as she still “received the wrong item” Attached is a screen shot of this customers orderThe first item on the order is a 30" x30" x 36" Octagon Shaped MatpinkThe photos sent from customer with a measuring tape show exact dimensions as described for this itemThe item clearly measures 30” x 30”x 36.”In closing this customer falsified information in this complaint and has doctored emails that she has supplied as referenceWe shipped all items in the order within the time frame specified at the time of order and we have offered replacement items to those damaged during transit.Attachments:falsified document.jpgimage supplied by customer via email showing 36\picture supplied by customer of 30\customer order screenshot.png
Hi there! Here is my response to Complaint ID # [redacted] from AK Athletic EquipmentClaims within this complaint include concerns with the rate of response,delivery time, damaged item, and incorrect item sent.In regards to the rate of response in communication with this customer.Customer was contacted within business hours of submitting an email with a follow up phone call and email from usI have included screenshots of email conversations and appropriate response timesThe actual pieces of phone conversation recounted by the customer are not only inaccurate but portray our company in a way that we refuse to acknowledge as true and factual.The second complaint from customer is that the item ordered was not delivered in her anticipated time frameUpon the time that the order in question was placed, our company never guaranteed this particular item would be available for Christmas delivery, as it is very large and is shipped with a common freight carrierOne portion of the customer’s order(# [redacted] was delivered within business days on Dec16th, well before Christmas, because it is a product that is shipped with fedex ground.Fedex ground tracking numbers associated with the order are attachedThe second half of her order included a very large “Octagon Shaped Mat.” The description for the 30" X 30" X 36" OCTAGON SHAPED MAT clearly states that the Product leaves our facility in 7-business daysThis item was sent out on the 9th business day following her order.The third concern cited by the customer states that her item was damaged.When a large item leaves our facility an informational email is sent to notify each customer about the protocol for receiving shipments being delivered with a freight carrierIn this document there are clear and pertantent instructions about signing “damaged” on the delivery receipt if box or carton appears to have visible damagesThis insures that we can file a claim with the freight company and allows us to replace a compromised product as soon as possible.This customer did not sign damaged, and doctored the screenshot of the email sent from our shipping department to make it appear as though she was never given instruction about receiving damaged goodsPlease see the attachment titled “falsified document” to see customers inaccurate form compared to what was sent to her.During follow up phone conversation regarding the damaged item our company requested images of the damage as well as images of the item received placed next to a measuring tape to verify that the correct item was sent.Finally, the last issue specified by the customer is that “the wrong item was sent.” The images supplied by the customer were sent via email and indicated two thingsThe first was that there was a small puncture in the vinyl covering of the mat, and secondly the pictures proved that the customer did receive the correct itemThe customer was contacted business day after the photos were supplied at which time she was offered a replacement vinyl cover for the octagon mat, even though she did not sign damaged as requestedThe customer stated that this was not an ideal resolution as she still “received the wrong item” Attached is a screen shot of this customers orderThe first item on the order is a 30" x30" x 36" Octagon Shaped MatpinkThe photos sent from customer with a measuring tape show exact dimensions as described for this itemThe item clearly measures 30” x 30”x 36.”In closing this customer falsified information in this complaint and has doctored emails that she has supplied as referenceWe shipped all items in the order within the time frame specified at the time of order and we have offered replacement items to those damaged during transit.Attachments:falsified document.jpgimage supplied by customer via email showing 36\picture supplied by customer of 30\customer order screenshot.png
There is a tear on the pink stretch materialSee attached picture