Bags, Inc.

After receiving several threatening messages via email from *** ***, our company decided to only allow delivery of a portion of their orderThe balance of the order was refunded through their initial payment method on May 15, *** *** chose NOT to accept the refunded money
and the refund was automatically issued again on May 27, Throughout this time period, *** *** continued to send threatening emails and even sent an outside third party into our offices in order to intimidate and harass employees at our company. Our merchant processor was involved on May 29, 2016, after *** *** decided to try and financially damage our company by charging back their order in full, rather than accept the refundsTheir credit card accounts have now been turned over for review to the issuing banks.It was our company's decision to cancel a portion of this order - not *** ***We chose not to continue to do business with a company that used unethical methods of resolutionIn fact, all of this took place AFTER we informed them that our manufacturing plant was delayed due to issues experienced during the Spring snowstormsThey stated in email that they understood and that there was no rush on the orderWe proceeded with their order under those comments. They have received a portion of their order and have acknowledged that via emailOur merchant processor and their issuing bank have confirmed that their credit card has been issued a partial refund on behalf of our companyWe have closed their account within our systems and will have no further contact with them directly - all contact will now take place through our attorney.We appreciate the Revdex.com reaching out to try and resolve this situation - but unfortunately, the intent of *** *** is not to resolve the issue amicably, but instead to cause damage to our companyPlease let me know if you need any further information from usAt this time, we consider the matter settled, unless further action by *** *** is taken. Finally, the contact information you have for our company is incorrectI can be reached at ***@***.com. Sincerely,*** ***

I am not sure what is going on with the refund. According to our merchant processor, we approved the funds release and they should be transmitting to the customer's credit card bank. This is per my call on June 13, 2016 to our processor. The time delay for refund is between the banks and I have no control over the refund process other than to issue the refund through my processor as required. At this time, we have shipped and confirmed receipt of 20 total bags with [redacted], instigated a refund of $348.68 and have now confirmed the refund twice. The first time was May 28, 2016 when [redacted] charged back the amount and again yesterday, June 13, 2016. The only further information I can provide is that we are being told that partial refunds are actually slower than full refunds, and that the amount had already been refunded prior to [redacted] charge back action which could also cause confusion and delay. The partial refund is what enabled [redacted] to charge back the amount even though it had already been refunded. Unfortunately, I cannot influence the banks and how they transmit the funds - I only wish I could.  I also don't know why this complaint is coming through the incorrect email address from the Revdex.com. My email address is [redacted].com. I would appreciate the information be updated.

Complaint: [redacted]
I am rejecting this response because: In response to Ms. [redacted]’s message to the Denver Revdex.com, we have to reject her response to our Complaint # [redacted] on many terms.  They are:1.     We notice the name of the company on this complaint is Bags, Inc.?  Our complaint is with [redacted], Inc.  Please explain…2.     Not one of our email messages, throughout this matter, were ever threatening in any way.  We simply wanted a response from Ms. [redacted] about the status of our PAID order.  That’s all.3.     As for the “outside third party” mentioned by Ms. [redacted]- The [redacted] from [redacted] was contacted simply as another means in trying to receive a response about our order status (since our company is several states away in [redacted]).  Ms. [redacted] Reporter) stated in an email to [redacted] on May 16th, 2016 that their contact with [redacted], Inc. “in no way was any of it threating in any nature.”  4.     As for a refund that was sent to Mr. [redacted] (0wner) on May 15, 2016, he never received that refund email.  It’s interesting that all other correspondence from Ms. [redacted] had gone through employee [redacted] but this refund information went to him?  With that, Mr. [redacted] did receive the refund email on May 27th, 2016 from [redacted], Inc., via their [redacted] (which did state that it was a second attempt).  [redacted] do not have a [redacted] account.  Mr. [redacted] has tried repeatedly to accept this refund but it will not go through.    (See additional notes concerning this in point 6.)5.     Yes, we understood completely that production at [redacted], Inc. was shut down for two “blizzards, costing the plant to shut down for 4 days of production (per Ms. [redacted]).” However, when those two weather delays plus a family medical emergency and then not receiving the final product when finally promised (via email on April 19th) with an order paid in full, we became concerned.  By this point, we needed our order to be fulfilled.  You then couple this with the many phone calls (two numbers with no answer and an additional number that we left several voice messages on- [redacted] News had the same exact problems with those numbers as well), emails and faxes that we sent starting May 6th, that went unnoticed, we did not know where else to turn but to agencies in the [redacted], CO area (given that our company, again, is in [redacted]).  Incidentally, we have already tried to make this same point with Ms. [redacted] in an email to her on May 17, 2016.6.     There seems to be some misinformation/miscommunication concerning the refund of $348.86 from [redacted], Inc.  [redacted] was promised a copy of the refund on May 15, 2016 via Ms. [redacted] in an email.  This copy was not received until May 27, 2016 from [redacted], Inc. via [redacted] and was sent to [redacted]’s email.  The refund should have gone to [redacted]’s company [redacted] card.  [redacted] does not have a company [redacted] account! Again, because this refund copy was not sent to Ms. [redacted], this caused her to send additional emails to Ms. [redacted] requesting said copy.  Also, concerning this refund copy, Ms. [redacted] promised two documents in an email to [redacted] on May 15, 2016:  a [redacted] shipping number for the partial order and the copy of the refund.  She did mail Ms. [redacted] the shipping number as promised on the 15thbut, again, never sent her the refund copy (or to Mr. [redacted] either).  Because of this oversight, we, as stated above, believed we were left in the dark.  Ms. [redacted] has insinuated in a May 31st, 2016 email that it seems we are trying to perform unethical refund practices which is VERY OFFENSIVE to [redacted].  In actuality, Mr. [redacted] contacted [redacted] about the refund that we believed was being put back on the company credit card.  Since we never received anything about said refund until May 27th  (which stated in point #2 above), we were left with no other choice.  Simply, it seems that Ms. [redacted] went through [redacted] for said refund and we were inquiring through [redacted].  We want it said that [redacted] in NO WAY was trying to conduct illegal business behaviors by trying to receive more than the mentioned $348.86.  We would like Ms. [redacted] to retract those accusations.  If Ms. [redacted] would have chosen to send our order in FULL instead of reacting by sending a partial order, this entire part of this matter would have never occurred.  Ms. [redacted] also states that we were trying to “cause damage to her company (intentionally).”  Again, all we wanted was a response from her.  It was never our intent to harass or cause damage to her company or the staff.  The only attempt to cause intentional damage at this point is by Ms. [redacted] herself to [redacted] as she states the following in her email from May 31st to Mr. [redacted] and Ms. [redacted], “I have reported the entire situation to [redacted] Merchant Services. I spent quite a bit of time reviewing everything with them - including the email strings and two refunds that were provided to [redacted] through [redacted] Merchant Services. As the company used to charge [redacted] credit card, they are the company that was used to provide the refund, as is required by the rules governing merchant services as well as consumer law. (I have included [redacted] on this email as it seems that this is the email associated with the payment.) [redacted] has documented that the refund was issued to [redacted], the email address used in this situation. They have all of the emails sent to this email address as well as reminder emails provided as a courtesy by [redacted]. The refund is recorded with [redacted] as we followed their process to refund the money. Whoever [redacted] did not accept the refund. The first refund was issued on May 15, 2016, the second was a reissue of the original and took place on May 27, 2016. As I mentioned, everything concerning the refund is documented with [redacted]. We have also turned everything over to [redacted] for any further action they deem necessary. It is my understanding that this can include contacting the issuing bank as well as the master carrier and governing bodies. Not accepting a refund - or in this case two refunds - and then charging back the amount in order to damage not only the credit record of a company, but the company itself is considered unethical and a disregard of the rules governing the use of a credit card. [redacted] will determine if any further steps should be taken, I have removed [redacted] from the situation.”[redacted] still, to this date (6-6-16), has not received one single email from [redacted] itself regarding this said refund. As it has been stated many times in emails to Ms. [redacted], we were thrilled with [redacted], Inc.’s product- a canvas bag in which our amputees could discreetly and easily carry their prosthetic legs.   Again, this entire unfortunate situation could have been avoided if Ms. [redacted] simply would have returned our numerous emails, phone calls and faxes concerning our order that was paid in full on March 11, 2016 in total of $532.72 OR simply delivered our order to us when she claimed we would have “it in hand (that) next week” (email from Ms. [redacted] on April 19, 2016).  To the point of not returning our inquiries, she has never given us an answer or taken responsibility as to why it took an outside third party to get her to respond.  Interestingly enough, that was our original reason for contacting the Denver Revdex.com- just to get a response about our original order placed on March 11, 2016.   It is truly upsetting the amount of time our staff has spent on this situation instead of providing quality care and prosthetics to our patients.  We have had to take an exorbitant amount of time away from seeing our patients to defend Ms. [redacted]’s responses.  Lastly, we would be happy to mail the Denver Revdex.com and [redacted]’s representing attorney copies from a growing binder of evidence we have collected since our initial phone call with Ms. [redacted] on February 1, 2016.  Documentation is a large part of our business.  We believe it shows a history of excuses, reactions, accusations and, in the end, a general lack customer service.  With the above points made, many of which have already been made to Ms. [redacted] in previous emails to her, we cannot confirm this matter resolved.[redacted]’ bottom line- As of today, June 6th at 2:45pm, the dispute with [redacted] is still open and no refund has been transferred back to the company credit card.  When the refund mix-up has been resolved and it is confirmed that the amount of $348.86 has been refunded back to [redacted] to their [redacted] company credit card, we will be happy to consider this matter resolved.   Thank you for your time,[redacted], Owner/Prosthetist[redacted], Patient Liaison/Director of Marketing[redacted], LLC, [redacted], OH[redacted]     
Sincerely,
Molly [redacted]