This is a very straight forward matter of advertisingI sent them the information I am pasting below showing what their shipping terms clearly stated on their websiteTheir explanation was that they had stopped honoring that policy long ago and it was not their fault that they were still offering it on their site
On Mon, Feb 1, at 2:PM, *** * wrote:
I have attached a jpeg showing your website and what it said in September, when I joined.
Also, here is a link to what is STILL said in December 2015 *** *** * *** *** ***
VIP Membership | Joyful Noise Recordings
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Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***
I'm writing in response to this claim notice we received from a customer who has become increasingly difficult to work with. We have been trying to explain the answer to his question for 7 months, but he refuses to accept our explanations. He continues to purchase...
items from our online store and then emails us demanding a refund for the shipping charges. We are all at a complete loss for how to handle this customer. He has begun to harass all of our employees, including the President of our company (Karl [redacted]).
As I said, we have sent him multiple explanations and even indulged his refund demands a couple times, but we simply can't afford to give away money that we already spent on postage. Here is my most recent and in-depth explanation of the situation:
December 22, 2015
Hi [redacted],
This is a little difficult to explain, particularly because you only hopped aboard the JNR train in September. (And we're happy you did!) But here's the situation: basically, we switched over to an entirely new website back in June--there are a lot of pros and cons to both the old and the new website... One of the cool things about our old site was that every aspect of it was custom built, and we were able to set up a feature that would automatically discount the shipping cost for combined shipping, based on the customer's VIP status, their location, and the weight of the order. However, there are many downsides to having a custom platform; one example is that when one plug-in or extension or widget (etc.) updates, it throws everything else off and causes major problems on the website. So, we decided to move everything over to a hosted solution, which meant that there would be a little less flexibility, but infinitely more reliability. Unfortunately, one of the biggest downsides to this move was that we were/are 100% unable to customize anything at all on the checkout pages--including the shipping price. We tried everything we could think of, but this area is completely locked down. So, we did the next best thing we could think of, which was to run some numbers and give people coupon codes to use at checkout which would discount their order by a fixed amount, based on the average postage costs to customers' locations. Alllllll of this is to explain that the $4 shipping that you saw (although I'm not sure where you read that, and I'd love to check that out if you still have the link to that page) was a remnant of our old website, where we had more carte blanche. You've not been ripped off, I assure you. I know this is a long explanation to a seemingly simple question, but I hope that helps to clear things up a bit. Please let us know if you have any questions regarding specific orders, and we'll be happy to help. Happy Holidays!
<3 Kiely
Mr. [redacted] was referring to an outdated policy which we forgot to update on one page of our website--but we notified all of our customers in many other ways (bulk emails, social media, etc.). He first started buying from us in September, although the policy had not been in effect since May/June--and we explained the situation to him a dozen times. I can send you all of those correspondences if you need. As I said above, he began emailing ALL of our employees last week, including the owner--I went back and forth with him a dozen times throughout the day, explaining the situation to him AGAIN. I asked him to stop CC'ing the president of the company on his replies to me, but he ignored me and continued to do it. Karl finally had enough of his harassment and sent him a curt response, asking him to leave us alone.
Mr. [redacted] also filed 2 fraudulent claims on PayPal in the last week. If you would like me to provide those details, I can.
All in all, the shipping charges are displayed during the checkout process. If Mr. [redacted] had a problem with the shipping charges, then he should have opted to not purchase the item(s). Yet he continued to buy things from us for 7 months. We do not owe him a refund for anything. We have over 2,000 VIP Members, and not one of them has had this much of an issue with the shipping costs. I'm not sure how else to communicate with him. If you can assist in resolving this conflict, then I would gladly welcome your help.
Please let me know if you need anything else from me.
Sincerely,
Kiely [redacted]
—
Kiely [redacted]Office Manager + Customer Service // Joyful Noise Recordings1043 Virginia Ave. Suite 208, Indianapolis, IN 46203joyfulnoiserecordings.com
This is a very straight forward matter of advertisingI sent them the information I am pasting below showing what their shipping terms clearly stated on their websiteTheir explanation was that they had stopped honoring that policy long ago and it was not their fault that they were still offering it on their site
On Mon, Feb 1, at 2:PM, *** * wrote:
I have attached a jpeg showing your website and what it said in September, when I joined.
Also, here is a link to what is STILL said in December 2015 *** *** * *** *** ***
VIP Membership | Joyful Noise Recordings
VIP Membership BASIC VIP MEMBERSHIP DELUXE VIP MEMBERSHIP What Is VIP Membership? VIP Membership is a community for the musically obsessedIt's a bridge to ban
View onweb.archive.org
Preview by Yahoo
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***
I'm writing in response to this claim notice we received from a customer who has become increasingly difficult to work with. We have been trying to explain the answer to his question for 7 months, but he refuses to accept our explanations. He continues to purchase...
items from our online store and then emails us demanding a refund for the shipping charges. We are all at a complete loss for how to handle this customer. He has begun to harass all of our employees, including the President of our company (Karl [redacted]).
As I said, we have sent him multiple explanations and even indulged his refund demands a couple times, but we simply can't afford to give away money that we already spent on postage. Here is my most recent and in-depth explanation of the situation:
December 22, 2015
Hi [redacted],
This is a little difficult to explain, particularly because you only hopped aboard the JNR train in September. (And we're happy you did!) But here's the situation: basically, we switched over to an entirely new website back in June--there are a lot of pros and cons to both the old and the new website... One of the cool things about our old site was that every aspect of it was custom built, and we were able to set up a feature that would automatically discount the shipping cost for combined shipping, based on the customer's VIP status, their location, and the weight of the order. However, there are many downsides to having a custom platform; one example is that when one plug-in or extension or widget (etc.) updates, it throws everything else off and causes major problems on the website. So, we decided to move everything over to a hosted solution, which meant that there would be a little less flexibility, but infinitely more reliability. Unfortunately, one of the biggest downsides to this move was that we were/are 100% unable to customize anything at all on the checkout pages--including the shipping price. We tried everything we could think of, but this area is completely locked down. So, we did the next best thing we could think of, which was to run some numbers and give people coupon codes to use at checkout which would discount their order by a fixed amount, based on the average postage costs to customers' locations. Alllllll of this is to explain that the $4 shipping that you saw (although I'm not sure where you read that, and I'd love to check that out if you still have the link to that page) was a remnant of our old website, where we had more carte blanche. You've not been ripped off, I assure you. I know this is a long explanation to a seemingly simple question, but I hope that helps to clear things up a bit. Please let us know if you have any questions regarding specific orders, and we'll be happy to help. Happy Holidays!
<3 Kiely
Mr. [redacted] was referring to an outdated policy which we forgot to update on one page of our website--but we notified all of our customers in many other ways (bulk emails, social media, etc.). He first started buying from us in September, although the policy had not been in effect since May/June--and we explained the situation to him a dozen times. I can send you all of those correspondences if you need. As I said above, he began emailing ALL of our employees last week, including the owner--I went back and forth with him a dozen times throughout the day, explaining the situation to him AGAIN. I asked him to stop CC'ing the president of the company on his replies to me, but he ignored me and continued to do it. Karl finally had enough of his harassment and sent him a curt response, asking him to leave us alone.
Mr. [redacted] also filed 2 fraudulent claims on PayPal in the last week. If you would like me to provide those details, I can.
All in all, the shipping charges are displayed during the checkout process. If Mr. [redacted] had a problem with the shipping charges, then he should have opted to not purchase the item(s). Yet he continued to buy things from us for 7 months. We do not owe him a refund for anything. We have over 2,000 VIP Members, and not one of them has had this much of an issue with the shipping costs. I'm not sure how else to communicate with him. If you can assist in resolving this conflict, then I would gladly welcome your help.
Please let me know if you need anything else from me.
Sincerely,
Kiely [redacted]
—
Kiely [redacted]Office Manager + Customer Service // Joyful Noise Recordings1043 Virginia Ave. Suite 208, Indianapolis, IN 46203joyfulnoiserecordings.com