Big Top Shirt Shop

Customer emailed us for the first time on February 2nd at 6:26pm We replied hours later requesting order number and how the item differed over what was purchased Customer informed us that the shirt had the wrong color hood We have provided the customer a pre-paid UPS label to return the incorrect item We have requested that the customer let us know when the wrong item has been given to UPS As of this reply to the Revdex.com, we have not heard back from the customer

Customer contacted us over a shipment which didn't show any scans with UPS Replied the following morning and informed customer that the package was picked up as well as what date the package left our location Asked the customer to be patient as this is the busiest shipping time of the year and UPS was experiencing delays with scans and deliveries Customer replied a short time later, at which time we received notification of an online complaint Owner reached out directly by email and telephone, providing customer with cell phone number and direct email address if anything was needed immediately When we became aware that the issue was affecting many packages, not just hers, we also began to forward correspondence directly from our UPS rep Fortunately the package was located and returned to the supply chain with UPS Delivery completed 12/ Email correspondence with the customer has been attached

Customer purchased a sweatshirt which was red with a black interior hood lining Unfortunately the manufacturer has changed the lining to grey for this particular color sweatshirt Offered the customer another color option in the same style OR a refund Customer replied back requesting a refund A refund was completed at the customers request

Customer emailed us for the first time on February 2nd at 6:26pm We replied hours later requesting order number and how the item differed over what was purchased Customer informed us that the shirt had the wrong color hood We have provided the customer a pre-paid UPS label to
return the incorrect item We have requested that the customer let us know when the wrong item has been given to UPS As of this reply to the Revdex.com, we have not heard back from the customer

Attached is a screen shot of our communications with the customer.  On May 12th customer stated they received the wrong color.  We requested the customer take a quick photo so we could see what the received and assist them further.  Customer refused.  Customer asked for a link to...

our return policy.  We replied with the link to our return policy.Didn't hear from the customer again until June 25th when they requested a return authorization.  Authorization was not provided at that time because we had exceeded 30 days from the date of purchase.  In that email we again offered to resolve the issue.  If they received anything other than what was ordered, please send us a quick photo so we can see what was received.  We received no reply.

Complaint: [redacted]
I am rejecting this response because: I received the label to return product and was told that correct item would be shipped when label was scanned by UPS when package was scanned I received an email stating it would shipped Monday morning which was fine due to it being around 430 Friday when I was able to get to UPS. But Monday evening around 745 pm I receive an email stating they did have my initial wanted product, that is something they should have been able to tell me after I received the wrong product or notified Monday morning considering how it was supposed to be mailed out Monday morning. Don't offering to mail me a different product I had already been delayed by days on a gift that I need it by Thursday of this week. Very poor customer service.
Sincerely,
[redacted]

Customer contacted us over a shipment which didn't show any scans with UPS.  Replied the following morning and informed customer that the package was picked up as well as what date the package left our location.  Asked the customer to be patient as this is the busiest shipping time of the...

year and UPS was experiencing delays with scans and deliveries.  Customer replied a short time later, at which time we received notification of an online complaint.  Owner reached out directly by email and telephone, providing customer with cell phone number and direct email address if anything was needed immediately.  When we became aware that the issue was affecting many packages, not just hers, we also began to forward correspondence directly from our UPS rep.   Fortunately the package was located and returned to the normal supply chain with UPS.  Delivery completed 12/15.  Email correspondence with the customer has been attached.

Complaint: [redacted]
I am rejecting this response because: [redacted] was not and is not someone I ever wish to do business with. He was extremely condescending and rude. He did not ask me to be patient. He instead lashed out at me for writing a bad review. He even suggested I was criminally liable! I am a customer and I am allowed to have opinions and review as I see fit of an negative experience I had. Had he only listened to me and accepted my concerns from the very beginning he may have realized sooner that my package along with many others had apparently not been scanned and needed to be addressed.  I wish for this matter to be over. I just want buyers to beware of how [redacted] does business with people. I have worked in the passed in customer service. I can not tell you that I have ever been able to talk to a customer the way that [redacted] talked to me. Not unless I wanted to be fired. Thankfully for [redacted] he's the president so apparently he can talk to people however he wants. He did eventually learn of the package problem and did keep emailing me to let me know the status. Unfortunately by that time I was over dealing with him. 
Sincerely,
[redacted]