Albee Baby Carriage Company

Review: order should be delivered in 2 weeks - no communication/ confirmation status; contact by both listed phones impossible - 3 msgs left - no call back; email sent - without answer very poor customer service item never delivered but cc already chargedDesired Settlement: sent my item ASAP

Business

Response:

1) Item description should have indicated "allowed 2 weeks for shipment". (Drop shipment from manfacturer. A

2) 2 order confirmations Attached. B

3) Shipment notification Attached. B

4) Status can be checked on our website . (Attached) C

5) Proof of Delivery Attached D

6) All dropship, special orders placed on the Internet require payment before processing.

7) Customer service notes attached

Review: I called to speak to someone at Albee Baby about the status of my order. I waited for well over 18 minutes to speak to a representative. When a woman came to the line, she took my order number, and put me on hold again. I was on hold until the line became disconnected. I want to know why my credit card was charged immediately upon order submission but I have not received my item yet. The status of my item is still 'warehouse'.Desired Settlement: You need to keep your customers informed of the status of the orders.

Business

Response:

1) MDSE DELIVERED ON 11/*/13 UPS PROOF DELIVER ATTACHED

2) CUSTOMER'S ORDER STATUS AVAILABLE ON OUR WEBSITE 24/7 ATTACHED

3) ALL ORDERS ARE CHARGED AT BATCH TIME FOR TRANSACTION THAT ARE NOT IN REVIEW.

4) CARDHOLDERS ADDRESS WAS NOT VALIDATING BECAUSE A DASH WAS MISSING FOR STREET ADDRESS. ADDRESS WAS CORRECTED TO [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a carseat form Albee Baby on the [redacted]of February. My item has not shipped. But I was charged the day I placed my order. I can not get a hold of, I have called numerous times, and it just says, "all CSR busy please hold" I have also emailed them numerous time with not one response. I am trying to buy a carseat because I need one, I ordered after looking at their shipping time which was 2 days to ship, not to received but just to ship.

Well it has been 13 days now, and still not contact.Desired Settlement: Refund for the FULL amount of $134.00.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased an infant car seat from Albeebaby.com on 7/**/13 for $119.99. The item arrived 7/**/13. It looked nothing like the picture on the internet so I called and asked them about returning it. I was told that a return could only be done by emailing them at [redacted] so I sent them an email telling them I needed to return the merchandise since it was nothing like the picture. I was told that I'd be responsible for the return shipping of $21.16 which would come out of the refunded amount making my total refund amount $98.83. I asked them if this could be waved since the item was not as pictured and there was no description. I was told it would not be waved and was my responsibly. I then noticed that the price had been reduced on the car seat to $99.99 so I asked them if they would honor the sale price and give me the $20 credit, at first they said only if I decided to keep the car seat and I replied that I had already printed out the emailed return shipping label and dropped of the package at my local UPS store since I had not received a response from them. They then said they would honor the sale price. That would mean I'd have a $20 credit which would cover most of the -$21.16 shipping making it a $1.16 difference making my total refund amount $118.83. They did a $20 refund to my credit card and then said that the rest would be refunded upon receiving the merchandise. I then checked my account expecting $98.83 ($20 credit + $98.83= $118.83) instead I was refunded $78.83 making my total refund only $98.83 the same as the original refund amount not including the $20 sale price adjustment. I contacted them and said that my refunded amount was wrong and that I should only have been out $1.16 and they said that I was wrong and that my refund was correct. They are doing their math wrong though and instead of giving me $20 credit they subtracted it and the shipping cost from my return. Their math: 119.99 original price paid -20.00 price adjustment = 99.99 sale price/ New price -21.16 return shipping = 78.83 refund amount +20.00 price adjustment = $98.83 total refunded amount to customer( me) My math (and everyone I've talked to): $119.99 (original price paid) -$21.16 (return shipping) = $98.83 ( original refund amount) +$20.00 ( sale price adjustment) = $118.83 ( correct total refund amount) They told me with or without the $20 sale price adjustment my total refund was $98.83. I told them that the only reason I asked for the price adjustment was to cover most of the return shipping on the merchandise since it was NOT as pictured and the only reason I'd returned it. They then basically said sorry for the confusion and inconvenience but I was wrong. I have all my emails with them saved and would give those to you if necessary.Desired Settlement: I would like the $20 that is owed to me so my total refund is the correct $118.83 I would also like to see that their other transactions with other customers are audited because I doubt this is the first time they have agreed to refund an amount and not follow through and argue with wrong math.

Business

Response:

Customer is incorrect

1) Refund is Correct

2) Original price paid $119.99-20.00 (8/*/13 Refund for Price ADJ. to reflect correct sale price) = $99.99 (Total Price Paid) - 21.16 (Return Label cost to customer) = 78.83 (8/**/13 Refund).

4) Emails Attached

5) Pictures of returned Item on file if needed (in color)

6) Online picture and description is accurate + is same that customer received.(Attached)

7) Buyer Remorse

8) Refund Details (Attached)

9) Refund Policy (Attached)

Review: I recently placed several orders via Albeebaby.com and had every single one of my orders denied or held up. I was told that because my address came back as someone else living there they could not confirm I was the primary resident. I explained several times to [redacted] that we had recently moved into this home and he still proceeded to cancel the order. Not until I looked up a past invoice from them did I finally get my order shipped.

Now I am attempting to process another order and are basically being told I am no one special and can buy the product or not, he doesn't care. The attitude with this individual makes me strongly advise against buying from this company.Desired Settlement: As a growing business, I am eager to do business with the company but with [redacted] having any sort of customer point of sale control makes it very difficult to send my hard-earned money this way. I am desiring a formal apology from him and would like more than just "The price is the price. If you want it you pay what everyone else pays". It just comes off as very rude.

Business

Response:

In regards to 2 orders placed on 10/**/13:

Albee Baby utilizes established and current E-Commerce Risk Management Tools for Fraud Screening provided and endorsed by Visa, the particular card used for said transactions.

These orders were automatically flagged into Review because:

1) The Address Verification System indicated Non-Match.

2) The Dollar Amount for each order exceeded set limit for Review.

3) Multiple quantities of same item were shipping to a Residential Address.

An E-mail was sent for each order / Attachment (A).

E-mails were responded to by customer I Attachment (B).

Customer was called to indicate Non-match in their E-mail response. An exhaustive process was started on the phone to find any past orders placed with said customer's information supplied during phone call.

Advised customer we would contact bank on Monday to verify information on file so order can be released for further processing.

Meanwhile customer's E-mail indicated " REPEAT customers" & buy "30 plus strollers per month".

Upon this notification an attempt was made on Saturday to reach Bank of America, the card issuing bank.

We were able to reach the Address Verification / Fraud Department and spoke to a live person. They indicated:

1) The address provided on order (Did Not) match what was on file.

2) The phone # provided on order (Did Not) match what was on file. E-mail was sent indicating intent to cancel I Attachment (C).

Customer Sent E-mail showing prior orders I Attachment (D).

Based on careful and extensive inspection of all information provided, we did establish a connection and therefore released and processed both orders and expedited shipment on Monday.

Customer was called and explained release of orders. Customer was recommended contacting Bank of America to have their information updated. Customer was given our phone # for any future questions and concerns.

Review: I purchased " the shrunks tuckaire toddler travel bed with pump via internet order." Total of purchase $63.99. Upon recieving the item, I opened packaged and inflated the mattress and noticed there was a hole in the mattress. I packed the mattress back in its original packaging and box. I took the box to the post office where I paid cash for postage to send back the item, as well as followed the return procedure in the email. Approximately one month later, I called regarding not having recieved a refund. The lady on the phone said she would look into it and if she needed any further information she was contact me with those issues. I never recieved a call and assumed I would be recieving my refund. As of this date, 6-**-13, a refund has never been issued.Desired Settlement: Refund of 63.99

Business

Response:

Customer fully refunded per return policy on 6/**/13.

Confirmed with warehouse, return of product.

Customer was supposed to provide return tracking #.

Customer service notes attached.

Review: I purchased a high chair from this website (albee baby) in January 2013. The product I received was damaged in multiple locations and unsafe for use with a child. I contacted Albeebaby.com within a few days of receipt (and well within the 30 day return policy window that is advertised online). After calling numerous times and holding 45 minutes each time they told us the manufacturer is responsible for any issues we have with the item and the manufacturer will be contacting us. Someone called us back the following day claiming to be the manufacturer and asked us to live chat via video phone so they could see the problems. I felt that this was an invasion of my privacy, but agreed because they said that's the only way they can help us out. I showed them where the high chair was broken and how it was shaking very badly, the trays kept falling off each time an item was placed on it as well as the other issues. She told me they will send someone out the following day to see if it was possible to fix the product. We never heard back from them so I called Albee baby back again. Every time we called they were very nasty and each time I asked for the name of the representative that I was speaking with, [redacted] hung up on me. We called American Express which is how we purchased the high chair and they opened up a claim for us. After speaking to Albee baby they told us Albee baby said there was nothing wrong with the high chair (how they came to that conclusion without seeing it, I have no idea) and they were closing the claim. We emailed Albee Baby multiple times since then and have not received any response. I called them yet again and held until they answered. When I asked to speak with a manager, I was told that none was available. I asked to hold for one, and my request was refused. I very clearly explained that I was asking for a refund and was told that the manufacturing company, Blooms, was authorized to give this to me under the warranty and would contact me. I again repeated my request to speak with a manager who had the authority to help me with my inquiry and this was refused. When I asked for the name of the representative giving me this information, she hung up on me. After speaking to [redacted] in the Bloom company (the manufacturer) they told us they are never authorized to send anyone out to the house to fix a problem with a product and they are never authorized to refund any money, only to replace parts. I asked that she send me this information in writing so that I could follow up with Albee Baby and she refused, telling me that they didn't want to step on anyone's toes. I have repeatedly received incorrect information from this company and they have refused to take the responsibility for the damaged product they sold me.Desired Settlement: I just want them to refund the money that I paid for this defective item that is majorly unsafe to put a baby in.

Business

Response:

1) Return policy attached

2) Proof of delivery attached

3) No damaged report filled for either

4) Warranty is with manufacturer

5) Contact has been made with card holder from the manufacturer + instructions given for return of product

6) Buyer Remorse

7) Card holder still in possession of product

8) Customer service notes attached

9) Highchair is not defective per manufacturer

10) Customer must return product per manufacturer instructions, to them.

11) Revdex.com claim# [redacted] customer must contact [redacted] to arrange for pick up. Items bust be in a suitable box for return via UPS.

12) Refund will be processed when item is returned + received by us.

Page 2:

Customer called asking about what is the status of her high chair getting replaced and that she has been waiitng to be contacted by [redacted] since last week and she has not received any call. I called [redacted] and the rep there stated that she would call the customer now to help her with her issue. Told customer that and she stated ok she will wait for the call again

Page 3:

[redacted] spoke to the customer and walked her though it, but it didn't seem to work/didn't want it to work. (Hope I'm saying that she right way) The chair seemed to be fine. If we're to discuss a credit we'll need the chair back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[i we had

opened a complaint about an item that we paid over $500.00 for and received it

broken. After a long while the company responded and left a phone number of

someone to contact to return the item. We tried getting in touch with them many

times meanwhile the Revdex.com closed the case. We didn't want to reopen it because we

thought the company was working to resolve this with us. It seems like the

number they gave us is not a working number. Nobody ever answers, and nobody

ever returns our calls when we leave a message. So we would like to reopen the

case if possible. Thank you for all your help]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

1) Customer still in possession of highchair

2) No refund because of

a] Above

b] Customer has done a chargeback with American express case# for full amount of $508.99

3) Per phone conversation with customer today, we will issue a call tag for pickup + return to US.

Customer indicated will have item in box ready for 9/**/13 for this.

4) Cardholder will be refunded when A/E case is cancelled and we have received back merchandise.