Allkidsgolfclubs.com

[redacted] order the [redacted] golf clubs on a Saturday.  She immediately emailed the company stating that she placed an order but didn't receive an order confirmation.  By Monday she had already send three emails.  Her emails were responded to on Monday because like many businesses, it is...

closed over the weekend.  This is a very legitimate business that is run out of our home.  The fact that it is run out of our home doesn't make it fake.  It is unfortunate that the correspondence to [redacted] ended in her spam folder.  We informed [redacted] to check her spam folder where she would find not only the original sales receipt but an additional 4 email correspondences that we sent her over the prior 4 days. By the time she checked her spam folder, she was no longer communicating with us.  [redacted] was immediately refunded her purchase and no chargeback was necessary.

As the customer stated, she ordered a custom jacket on Christmas Day from our website, and the product page stated that it takes 2 weeks for delivery.  This item is, as stated, a custom item and is shipped directly from the manufacturer.  Unfortunately, as it is with many manufacturers,...

they were closed from Christmas through the middle of January for the holidays and to take inventory.  We sent the order over to the manufacturer on Monday December 28th.  We were never informed by the manufacturer that they were not shipping items until mid January 2016, nor did they inform us that they would not be answering their phones during this time as well.  Sandy, our customer service rep attempted to call the manufacturer multiple times during this period to get an update on the order and was unable to get them on the phone because, unbeknownst to her.  they were closed for inventory.  The phone number that the customer gave us when she ordered was disconnected and Sandy researched her online and was able to find an alternate number to reach her at.  The customer was then called and notified that we were having difficulties getting in touch with the manufacturer.   The customer wanted to wait for the jacket and never stated that she wanted to cancel her order.  Finally on January 11, when the manufacturer opened back up after completing their inventory, their customer service rep told Sandy that the jacket was shipping ASAP.  Sandy then called the customer at that time, informing her that the jacket was shipping ASAP.  No communication took place between January 11 through January 22.  The customer then called Sandy back on January 22 informing her that she never received the jacket.  Again, the customer still did not state that she wanted to cancel her order.  Sandy then attempted to contact the manufacturer again on January 22 and couldn't get in touch with them on that day.  Finally, on Monday January 25, Sandy reached the manufacturer via phone and received the tracking number.  It shipped on Friday January 22 and was scheduled to be received by the customer on Thursday January 28th.  Sandy emailed the customer on Monday January 25 with the tracking number and informed her that the jacket would be received on Thursday January 28.  At that time, the customer returned an email stating she did not want it any more.  Unfortunately, since the jacket had shipped, we were unable to give her a refund until we received the jacket back.  We sent the customer a return label free of charge to return the jacket to us.  Sandy tried calling and emailing multiple times and the customer never would return her call.   Once we received the jacket back, a full refund was provided to the customer at that time.

Review: I ordered an [redacted]acket on Christmas Day - 12/25/15. The order said it could take up to two weeks to receive it. I have not received it a month later. I called two days ago and was told they would call me back that day and I have not heard anything from them.Desired Settlement: I would like a full refund.

Business

Response:

As the customer stated, she ordered a custom jacket on Christmas Day from our website, and the product page stated that it takes 2 weeks for delivery. This item is, as stated, a custom item and is shipped directly from the manufacturer. Unfortunately, as it is with many manufacturers, they were closed from Christmas through the middle of January for the holidays and to take inventory. We sent the order over to the manufacturer on Monday December 28th. We were never informed by the manufacturer that they were not shipping items until mid January 2016, nor did they inform us that they would not be answering their phones during this time as well. Sandy, our customer service rep attempted to call the manufacturer multiple times during this period to get an update on the order and was unable to get them on the phone because, unbeknownst to her. they were closed for inventory. The phone number that the customer gave us when she ordered was disconnected and Sandy researched her online and was able to find an alternate number to reach her at. The customer was then called and notified that we were having difficulties getting in touch with the manufacturer. The customer wanted to wait for the jacket and never stated that she wanted to cancel her order. Finally on January 11, when the manufacturer opened back up after completing their inventory, their customer service rep told Sandy that the jacket was shipping ASAP. Sandy then called the customer at that time, informing her that the jacket was shipping ASAP. No communication took place between January 11 through January 22. The customer then called Sandy back on January 22 informing her that she never received the jacket. Again, the customer still did not state that she wanted to cancel her order. Sandy then attempted to contact the manufacturer again on January 22 and couldn't get in touch with them on that day. Finally, on Monday January 25, Sandy reached the manufacturer via phone and received the tracking number. It shipped on Friday January 22 and was scheduled to be received by the customer on Thursday January 28th. Sandy emailed the customer on Monday January 25 with the tracking number and informed her that the jacket would be received on Thursday January 28. At that time, the customer returned an email stating she did not want it any more. Unfortunately, since the jacket had shipped, we were unable to give her a refund until we received the jacket back. We sent the customer a return label free of charge to return the jacket to us. Sandy tried calling and emailing multiple times and the customer never would return her call. Once we received the jacket back, a full refund was provided to the customer at that time.