Barcodes Inc

Initial Business Response /* (1000, 6, 2015/09/03) */
Contact Name and Title: *** VP Mktg
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@barcodesinc.com
We apologize for the error that this customer experienced regarding unsubscribing from our email marketingThe error
occurred due to a coding mistake in the email unsubscribe link which was corrected when it was brought to our attention
We have also verified that this customer has been unsubscribed from our mailing listAgain, we sincerely apologize for the inconvenience
Initial Consumer Rebuttal /* (2000, 8, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

Complaint:
I am rejecting this response because:
The information you have produced is incorrect The printers were purchased in August, not October A call was made to return these printers within the return period, but we were told we would need to contact tech support first That contact delayed are initial contact to Barcodes by about 2-weeks as we needed to wait for tech support to return our call then had to move up to the manufacturer tech support We should not have needed to do so within the return period The printers have since been sent back and forth to the manufacturer for warranty One came back still as defective as before it was returned Another one has had an intermittent problem leaving us with no confidence in the 3rd oneNo refund has been received at this point for the one that still does not work nor the other two
Sincerely,
Anita ***

We regret that we were not able to get this resolved before it escalated this far. The account manager handling this order was using knowledge based off of the manufacturer's specs for the customers specific project. Unfortunately we were misled and provided the wrong fit, which caused
the customer to return the productWith returns on software and hardware to different manufacturers and distributors , the return process did take much longer than anticipated. The account manager's manager was in direct contact with the customer to help get this resolvedAt this time, all of the items have been refunded to the customer. We have instructed the sales team to verify on all configurations prior to shipping to the customer and to follow through on the return process in a timely manner to prevent these situations from re-occurringWe apologize for the inconvenience that was caused to our customer as a result of our delay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, as long as it is upheld
Sincerely,
Chantelle ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

After reviewing the facts, we regret that it has taken this long to come to a full resolutionWe understood that these items would have been repaired by the manufacturer and returned to the customer in complete working conditionNow, being aware that this was not the case, we've agreed to have the customer ship the items back to us, via prepaid labels, and will be issuing a full refund to the customer upon receiptAfter speaking with the customer, it has been agreed that this resolution is satisfactory

Customer is correctOrder was placed on 2/The item, that was shipped direct from the manufacturer, did arrive defectiveWhen we were notified of this, an RMA and new order were immediately entered into the systemWe ran into a delay with getting the RMA number from this manufacturer, which
delayed us being able to send this information to the customerAdditionally, the manufacturer pulled the remaining stock they had to double check functionalityBecause of this, we were unable to fulfill the replacement order the customer placedWhen the customer was informed of this, he opted to cancel the orderThe order was cancelled and the customer was refundedThe customer has also been sent the RMA information to return the defective item

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
All monies have finally been refunded as previously agreed
Sincerely,
*** ***

Good morning Chris,While we can appreciate your concerns, our representatives here, and managers, have tried working with you to get the issues with your scanners resolved. As a courtesy, we've sent prepaid shipping labels for you to return the items to us to evaluate the problems you were...

consistently having. Additionally, also as a courtesy, there were a couple of occasions in which our repair fee was waived because our main concern was to ensure your devices were working properly. We can provide documentation as to how we've tried to help you address the issues you continued to have. We also have videos showing the scanners, and serial numbers, that were repaired and how they were in working condition before we shipped the items back to you. We are still willing to continue the relationship and do what we can to resolve your concerns. At this time, we are unable to offer a full refund for the services provided. Thank you,Jeanneane [redacted]

We regret the issues that this customer has identified. These printers were purchased in October. We have a published return policy linked on our website home page, stating that we must be notified of return intent within 10 days after receipt of the order. Unfortunately, we were contacted by this...

customer in early December, approximately 4-5 weeks after order receipt, which left us unable to process a direct return. We could, however, have been more proactive in facilitating the communication with the printer manufacturer to effect repairs under warranty, and we regret that we did not do so in as timely a fashion as we strive for. Once this issue was escalated to our sales manager, we facilitated the repair of two of the three printers with the manufacturer, and refunded the customer for the third printer which was unable to be repaired. We regret the inconvenience that this customer has experienced, and hope that this resolution has been satisfactory.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
All monies have finally been refunded as previously agreed.
Sincerely,
[redacted]

We regret that we were not able to get this resolved before it escalated this far. The account manager handling this order was using knowledge based off of the manufacturer's specs...

for the customers specific project.  Unfortunately we were misled and provided the wrong fit, which caused the customer to return the product. With returns on software and hardware to different manufacturers and distributors , the return process did take much longer than anticipated.  The account manager's manager was in direct contact with the customer to help get this resolved. At this time, all of the items have been refunded to the customer. We have instructed the sales team to verify on all configurations prior to shipping to the customer and to follow through on the return process in a timely manner to prevent these situations from re-occurring. We apologize for the inconvenience that was caused to our customer as a result of our delay.

Initial Business Response /* (1000, 6, 2015/09/03) */
Contact Name and Title: [redacted] VP Mktg
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@barcodesinc.com
We apologize for the error that this customer experienced regarding unsubscribing from our email marketing. The error occurred...

due to a coding mistake in the email unsubscribe link which was corrected when it was brought to our attention.
We have also verified that this customer has been unsubscribed from our mailing list. Again, we sincerely apologize for the inconvenience.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

Good morning,Thank you for contacting us. We truly apologize for the multiple calls attempting to collect a debt that does not belong to you. I've spoken with the head of our Accounting team who has assured me that your contact information has been removed from this account and we...

will not longer be contacting you. Please feel free to contact me directly at 312-[redacted], should you require additional assistance.Thank you,Jeanneane [redacted]

I places an order on 11/8/2016 with 16 line items totaling $711.03, expecting a 10 day lead time. On 11/18/2016 I contacted the company expecting shipment information only to find out that the company had not even ordered the items from the manufacturer - they had in fact lost my order, but taken my money. I was then told that items were on back order, but they would ship each item to me as it arrived and upgrade me to overnight shipping for free. I received one item from the list and it was NOT shipped overnight. I was then told that my complete order would ship to me on 12/12/2016. I got a shipment formation that only TWO additional line items had shipped, and they were also not shipped overnight. The remainder of my order is a mystery, and Barcodes, Inc. does not seem interested in being proactive in taking corrective steps.

In addition, their website states, right there in the upper right hand corner "We respond to every email". That is false. I have received responses from only one customer service representative, and when that person was out of the office, I get no response at all. That one representative did "take responsibility" for the mishandling of the first order, but I don't see much effort to fulfill the order.

I was notably disappointed when I learned that my original order was misplaced, but was willing to give the benefit of the doubt. What seems alarming to me, as a small business person who relies on the word of it's vendors to service my own customers, is how unwilling Barcodes Inc. has been to recover and rectify their own mistake. I just kinda feel like they don't care.

Initial Business Response /* (1000, 7, 2015/07/08) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@barcodesinc.com
We apologize for the miscommunication with the customer regarding this issue. A hold for funds was placed on the customer's...

credit card as part of normal activity to process the customer's order. Due to some specific details of the customer's international location, we found that we were unable to process the transaction via credit card, and we canceled our credit card payment processing and requested that a bank wire transfer be arranged to complete payment. While no charge was ever made to the customer's credit card the bank hold did take a day or two to clear. This unfortunately is controlled by the credit card bank and not Barcode Discount. We attempted to explain this to the customer although it appears that we were not successful in doing so. Our subsequent attempts to contact the customer regarding this transaction were unsuccessful. No actual billing ever occurred, and all holds should be released at this time.

Complaint: 11008003
I am rejecting this response because:The information you have produced is incorrect.  The printers were purchased in August, not October.  A call was made to return these printers within the return period, but we were told we would need to contact tech support first.  That contact delayed are initial contact to Barcodes by about 2-3 weeks as we needed to wait for tech support to return our call then had to move up to the manufacturer tech support.  We should not have needed to do so within the return period.  The printers have since been sent back and forth to the manufacturer for warranty.  One came back still as defective as before it was returned.  Another one has had an intermittent problem leaving us with no confidence in the 3rd one.No refund has been received at this point for the one that still does not work nor the other two.
Sincerely,
Anita [redacted]

Initial Business Response /* (1000, 7, 2015/07/08) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@barcodesinc.com
We apologize for the miscommunication with the customer regarding this issue. A hold for funds was placed on the customer's credit...

card as part of normal activity to process the customer's order. Due to some specific details of the customer's international location, we found that we were unable to process the transaction via credit card, and we canceled our credit card payment processing and requested that a bank wire transfer be arranged to complete payment. While no charge was ever made to the customer's credit card the bank hold did take a day or two to clear. This unfortunately is controlled by the credit card bank and not Barcode Discount. We attempted to explain this to the customer although it appears that we were not successful in doing so. Our subsequent attempts to contact the customer regarding this transaction were unsuccessful. No actual billing ever occurred, and all holds should be released at this time.

We are very sorry for the inconvenience caused to the customer by the missed shipment of this product. The product ships directly from the manufacturer, and unfortunately in this case there was an error in transmitting the order that caused it to be missed by the manufacturer and therefore not ship...

out. We have reached out to the customer to apologize for the error and provide a discount on his next order to compensate for the expense incurred from this error.