Akron RubberDucks Baseball Club

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Contact Name and Title: Jim P [redacted] , GM/COO Contact Phone: [redacted] ext [redacted] Contact Email: [redacted] We have researched the customer's complaint and found that there was an error in the system where the complaint did not reach our Merchandise ManagerUnfortunately, our on-line store website is controlled by a third partyRegardless, this was a communication error for which we are ultimately responsibleThe customer's credit card was never charged and upon receiving this complaint, our Merchandise Manager has personally reached out to the customer to apologize and communicate that their card was not charged We have also communicated with the third party that handles our on-line store and are making amends to ensure that all communications with any website related issues will be copied to our Merchandise Manager immediately While the customer was never charged, there was an unacceptable communication gap that will be rectified for all future customers Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/18) */ I was contacted by the local Akron Rubber Ducks Team shop today & my order was cancelled & my card had not yet been chargedThey also sent me email confirmation of this immediately after we got off of the phoneJoe was very nice & helpful

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: Jim P[redacted], GM/COO
Contact Phone: [redacted] ext [redacted]
Contact Email: [redacted]
We have researched the customer's complaint and found that there was an error in the system where the complaint did not...

reach our Merchandise Manager. Unfortunately, our on-line store website is controlled by a third party. Regardless, this was a communication error for which we are ultimately responsible. The customer's credit card was never charged and upon receiving this complaint, our Merchandise Manager has personally reached out to the customer to apologize and communicate that their card was not charged.
We have also communicated with the third party that handles our on-line store and are making amends to ensure that all communications with any website related issues will be copied to our Merchandise Manager immediately.
While the customer was never charged, there was an unacceptable communication gap that will be rectified for all future customers.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/18) */
I was contacted by the local Akron Rubber Ducks Team shop today & my order was cancelled & my card had not yet been charged. They also sent me email confirmation of this immediately after we got off of the phone. Joe was very nice & helpful.