Big Systems

Review: I ordered a product online through this company that they ended up not having in stock. They pre-charged my credit card (as most companies do). The next day, they let me know they did not have it in stock. I told them to cancel my order. I contacted their company 3 times, 3 different people to cancel my order, and today, my credit card was officially charged for a product that I am not going to receive. They should have reversed the charge immediately, however, it has now been processed. An employee contacted me and said "Our company policy is to take payment at time of shipment for all customers without terms. Unfortunately we were informed that the item was not able to ship after collecting payment." Why would you collect payment for something you aren't sure you have? That would be like a fast-food joint charging you for a burger, and then saying "My bad, we don't have any meat. We are going to go ahead and keep your money, but we will pay you back in 3-5 days."Desired Settlement: I would appreciate an explanation of why they are charging for things they aren't sure they have and an immediate refund. I will probably not be ordering from them in the future because of theses shady practices, so there's no other type of reimbursement needed. This was my first experience with them, and it was a very poor one.

Business

Response:

I am the owner of Big Systems. I have reviewed the this situation internally regarding the customer billing and subsequent refund after not being able to fulfill the customer order due to an out of stock. When we realized that there was a back order, we initiated the refund process immediately. Unfortunately, it took four days for the credit card processor to credit the customer's account. We apologized to the customer at that time for her inconvenience. In addition I have called the customer directly to apologize for this situation and I have offered to fullfill the order at no charge.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] (the owner of Big Sys) called me personally and apologized and offered to fulfill the order for free. I responded to him and accepted his offer and will be willing to give their company a try again in the near future. I am very pleased with the outcome and how the situation was handled. I appreciate the time and care this company has taken to address the needs of my small business, even though I may not be as large as some of their other clients. I would definitely recommend to others.

Regards,

[redacted] Brouwer Vrouwen Canvas & Printing