African American Expressions

Dear [redacted] , Thank you for taking the time to express your concerns with the services in which you were provided and I am sorry to hear your dissatisfaction with product C918. We do not take your concerns lightly. Here at African American Expressions, providing excellent customer... service is a top priority and anything opposing does not represent what we stand for. It is this reason we send our sincerest apologies. In order to remedy your concern, you will be provided a full refund, $13.99, to your credit card upon receipt of product ***. As we have mentioned to you, also highlighted in our return policy, you are allowed to return any product that is unsatisfactory to your standards at your own expense. While I am glad to see that you have a longstanding relationship with African American Expressions, we want you to know, as a valued customer, we are committed to regaining your confidence. During our busiest holiday season in 24 years, we ask that you reflect on the many positive dealings that you have previously had with us. Again, please accept our sincerest apologies as I am sorry to hear of your troubled experience. Warm regards, [redacted] Office Manager

Dear [redacted], Thank you for taking the time to express your concerns with the services in which you were provided and I am sorry to hear your dissatisfaction with product C918.  We do not take your concerns lightly.  Here at African American Expressions, providing excellent customer...

service is a top priority and anything opposing does not represent what we stand for.  It is this reason we send our sincerest apologies.  In order to remedy your concern, you will be provided a full refund, $13.99, to your credit card upon receipt of product [redacted].  As we have mentioned to you, also highlighted in our return policy, you are allowed to return any product that is unsatisfactory to your standards at your own expense. While I am glad to see that you have a longstanding relationship with African American Expressions, we want you to know, as a valued customer, we are committed to regaining your confidence.  During our busiest holiday season in 24 years, we ask that you reflect on the many positive dealings that you have previously had with us.  Again, please accept our sincerest apologies as I am sorry to hear of your troubled experience.  Warm regards, [redacted] Office Manager

I am rejecting this response because:  As your records should indicate if my telephone message was conveyed accurately, the cost to return the cards is approximately $10.95, which almost equals what I paid for the cards.  If you practiced an ethical business model, you would have immediately offered to provide me with a postage paid return label.  The cost of postage absolutely should NOT be my responsibility.

Review: Per #[redacted], I placed an order for 1 box of greeting cards and a mug. I have a longstanding order history and have never previously requested a return. Upon receiving my order a couple of weeks ago I was immediately surprised and disappointed regarding the quality and artistry of the greeting cards. I am still totally surprised by the appearance. I immediately contacted the company to express my dissatisfaction although I do not have the individual's name I spoke with, I asked that she make proper notations in their system so the notes will verify my call. We agreed I would be returning the cards and she stated upon receipt my credit card would be credited accordingly. When I went to the post office to return the package and I should mention, I never took one card out of the box, I did not have to as they were so unprofessional in appearance. When the postal clerk inquired as to the content I shared it was a box of greeting cards, at which time she asked if I had a return label-which I had not thought about. I told her I would contact the company and returned home with the padded envelope I purchased from the PO, and telephoned African American Expressions again to request a return address label. After approximately 25 minutes of recording and screaming (horrible) music I finally reached a customer service representative and requested a return label. She verified my information in system, placed me on hold again and upon returning to me communicated "in circles" to say they would give me a credit but not a refund. She also asked if I "saw the cards before I bought them!" I requested to speak with someone in management and left an detailed message on an individuals voice mail along with my order number which was over one week ago. I never received an acknowledgement. This is the very worst customer service I ever could have experienced in today's market. I am requesting my money back, and to be removed from their solicitation list. NEVER will I order from them again.Desired Settlement: I would like both a letter of apology from management as well as a credit applied to my credit card for my purchase. They should be completely embarrassed by this and there is no excuse for the run around that I have received. I telephoned them prior to filing this complaint hoping for resolve on 12- 15-15. I spoke with [redacted] and again requested a supervisor and explained I previously left a msg last week for another manager to no avail. I was told [redacted] would call me but again, no call.

Business

Response:

Dear [redacted], Thank you for taking the time to express your concerns with the services in which you were provided and I am sorry to hear your dissatisfaction with product C918. We do not take your concerns lightly. Here at African American Expressions, providing excellent customer service is a top priority and anything opposing does not represent what we stand for. It is this reason we send our sincerest apologies. In order to remedy your concern, you will be provided a full refund, $13.99, to your credit card upon receipt of product [redacted]. As we have mentioned to you, also highlighted in our return policy, you are allowed to return any product that is unsatisfactory to your standards at your own expense. While I am glad to see that you have a longstanding relationship with African American Expressions, we want you to know, as a valued customer, we are committed to regaining your confidence. During our busiest holiday season in 24 years, we ask that you reflect on the many positive dealings that you have previously had with us. Again, please accept our sincerest apologies as I am sorry to hear of your troubled experience. Warm regards, [redacted] Office Manager

Consumer

Response:

I am rejecting this response because: As your records should indicate if my telephone message was conveyed accurately, the cost to return the cards is approximately $10.95, which almost equals what I paid for the cards. If you practiced an ethical business model, you would have immediately offered to provide me with a postage paid return label. The cost of postage absolutely should NOT be my responsibility.