Athena's Home Novelties, Inc.

I am no longer interested in the products and I want a FULL refund instead
Regards,
*** ***

*** called on 8/after 5pm and left me a message. I left her a message the next day. She had placed an order at a party and paid $- so her order was shipped to the hostess. Two other guests at the party had direct ships (meaning they paid an extra $for a total of
$to have their orders shipped directly to their addresses)...so it would appear that the representative (***) DID explain that option(And, as I have pointed out to ***, the direct ship option and cost are printed right on the invoice.) When *** called me back I let her know that her order had been sent to the hostess and that according to the tracking, it had been delivered on 8/21. I received a second message from her on 8/26...and left her a message the same day. I called again the following day as we had not connected, and let her know that I had reached out to the hostess (***), and, for the first time, learned that she had never received the package that *** stated had been delivered on the 21st. I immediately called *** to initiate an investigation. I then called and left *** a detailed message apologizing that the hostess never got the package, and letting her know that I had been in touch with *** and that the investigation had been started. I let her know it can take them up to business days, and offered to send her order directly to her at no additional fee if *** could not locate the missing orders. The next day, she called and I spoke with her directly. We do not offer refunds in this situation because this had nothing to do with Athena's - it was a *** issue...and the hostess has already received free products based on the total party purchases. We understand that *** was frustrated at having to wait so long (however, Athena's guarantees that all orders will be delivered within business days, and since her purchase was made on August 15, the actual "due date" for delivery of the orders isn't until September 3rd), and she was frustrated because she claims she was not "made aware" of the direct ship option and would have paid the extra $for direct ship if she had understood that. I apologized if the rep didn't explain it to her, but pointed out that it is printed right on her invoice and that two other guests had taken advantage of the direct ship option. I again let her know that as soon as I hear from ***, I will contact her to let her know and will ship her order to her directly (at no additional cost, despite the fact that if we have to send replacements, technically we could send her order to the hostess which is what she originally paid for). There is nothing further I can do as we are at the mercy of *** and their day procedure. This has been a source of frustration, but there's nothing I can do about how long they take. We do not send out replacement orders until *** completes their investigation because, if the package is found, we would then have to pay to have the duplicate package sent back to us. She is unhappy and impatient, but we've done all we can and in an immediate and timely fashion. She has missed me and had to leave messages, and I have had to leave her several messages. I am the sole customer care person for Athena's and she has called after business hours and while I have been on the phone with other customers. I have always returned her call within the same business day or the next business day if she has called after hours. I will continue to stay on top of this and we will make sure she receives her order as quickly as possible

After again speaking with the representative who took and entered this order, it was discovered that there was an error on the part of the rep and the wrong shipping option was selected. The customer was never billed for direct ship, however, we have just refunded her in the amount of $5.50, which is the full amount that she was billed for shipping, as a courtesy for the inconvenience. Additionally, we will be sending her order to her directly at NO CHARGE once the *** investigation has been completed. Credit to her *** has been done as of today - 9/2/15, and should "show up" on the customer's end of things within 3-business days

The sales rep did NOT inform anyone about the shipping options at the party! I spoke to the other ladies who attended and they said they didn't know about it either so it was NOT a misunderstandingClearly the issue is the rep decided the shipping charge without asking any of us which makes this a company issueMy package should have been shipped to me (which would have happened if she asked) and I should have gotten tracking information. Even if the information is on the invoice as the company previously stated, the order was placed before it was provided to us so it was too late at that timeI just want a full refund and I will be done
Regards,
*** ***