Blackwinds Pet Supplies

I was able to confirm the original request to discontinue delivery on 4/16/17 was submitted.  I submitted an escalated request to the Delivery Managers to immediately cease any delivery to the customer's address.   I was also able to assure and apologize to our customer my immediate...

attention to his complaint.  I will be following up with our distribution team to ensure confirmation of request.

Dear Revdex.com:  Mr. [redacted] was contacted by our Lansing State Journal Rep to discuss his complaint.  He is currently receiving his newspaper delivery.  Mr. [redacted] was informed by the rep that his Meijer Gift card would be mailed out today.  He said as soon as he receives his gift card...

he would send a letter to the Revdex.com letting you know he was satisfied.  Mr. [redacted] appreciated the fact that the LSJ rep contacted him to resolve this issue. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:I take great exception with the inaccurate facts contained in the reply from the Detroit News!The DM did call me 2-3 weeks after we complained about the service for the 6th or 7th time (within less than 1 year). I gave the Detroit News every phone number we had (multiple times) to reach us either on our cell phones or at our work numbers. I cannot be responsible for their incompetent employees. I WAS assured by the customer service rep that she would call me within 2 days to make sure the DM contacted me, that NEVER happened! The DM NEVER offered me two weeks free/complimentary service, she said there was obviously nothing she could do to regain my trust or my business. I NEVER said she should fire the carrier! I told her I would not reinstate my home delivery unless they had a different carrier that could deliver my paper. I even asked if I changed from the Free Press to the Detroit News if there would be a different carrier available. Her answer was no that the same carrier delivered both papers. Obviously the DM is not being totally accurate or forthcoming with the true facts. How disappointing! Just like their carrier! I guess that's the way that company works. Too bad, they have lost a customer for life!
Regards,
[redacted]

Dear Revdex.com,
The District Manager, [redacted] left a message for Mr. [redacted] on Wednesday, June 8th in the am to call me back before 10am. He called [redacted] again on Thursday am. He had a pleasant conversation with him regarding our Sunday Select delivery process.
At the end of our conversation he informed our DM this was resolved to his satisfaction. Mr. [redacted] has [redacted] office line for direct contact for future reference.                                         ...⇄ [redacted] Ball
/ Circulation
Home Delivery-Division 17

Office: ###-###-####
FAX: ###-###-####
[redacted]@michigan.com

Ms. [redacted], please accept our apology for any misdelivery of the Select membership.  I have confirmed your residence is not a subscriber to this courtesy edition however there are other residences in your neighborhood who are taking advantage of this edition.  We will make certain your...

individual address is not serviced with this distribution moving forward.  Please again accept our apologies for any deliveries that were not warranted.   Address:[redacted] Please feel free to reach out to me directly for any of your future concerns regarding our various publications.   Thank you  [redacted]Consumer Solutions Director ###-###-####

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response : I contacted the organization and requested to opt-out on three previous occasions. Each request was logged and my address remains flagged for opt-out, however, I continue to receive it.   This organization has proven they do not follow through and respect residents ' wishes. 
Regards,
[redacted]

I have attempt to contact the complainant multiple times this week providing my direct contact number for response and resolution. Kiosk subscription receipt clearly reflects the conditions and charges associated with the promotional offer(non refundable for the 1st 2month term) including the...

$25.00 gift card the complainant received at the time of subscription. As a courtesy of the miscommunication, the full refund of her payment for subscription services has been reversed to her account charged and the subscription cancelled.  I have also informed the complainant that the $25.00 is normally adjusted in these situations as our conditional agreement is receipt of the gift card as a process in subscribing.   I have offered her to retain the gift card as received for customer satisfaction and resolution.   She has been provided my direct contact information or any further subscription concerns.

Dear Revdex.com, customer was contacted by our DM, [redacted].  The DM determined and confirmed that at $20 payment was made by the customer, and they want a $10 refund.  We have suggested to refund the full amount for customer satisfaction. The customer stated that numerous calls were made...

to our Consumer Solutions Dept., however, the customer history does not show that. The carrier has been instructed to stop delivery and Consumer Solutions contacted to issue refund of $20. Customer should received refund in 10 business days. Thank you.

[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12598710, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com - customer was contacted by DM, [redacted] to reach resolution.  She explained to him his account has been refunded for the papers to the end of July.  He has her name and contact number after he researches and contacts his credit card company to see if credit has been...

issued.  The customer feels at this time after his conversation with [redacted], his issue has been resolved. Thank you.

Dear Revdex.com: The Home Delivery Operations Manager, [redacted] left a voice mail message on [redacted] phone twice last week, and then followed up with the below email message to her - and she has not replied to none of our communication. She lives in an apt. complex where the papers are left outside the...

building, as our delivery agent is not allowed access to deliver inside the apt. complex - we want to discuss her concern in order to reach a resolution, but have been unable to reach her. Please see the below email message that was emailed to [redacted] as a third attempt to contact her.
Good afternoon: I am the Home Delivery Operation Manager- Please call me ASAP to discuss the issue that you had with receiving our newspaper. Thank you.
[redacted]/Home Delivery Operation Manager
Mobile: ###-###-####
Office: ###-###-####
FAX: ###-###-####
cg[redacted]@michigan.com

[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The business resolved the compliant.
Regards,
[redacted]

The DM, [redacted] has tried to make contact with the customer.  The customer does not answer when called; they pick up and then hang up, so we cannot make verbal attempt with customer to discuss.  This customer is an active YES/Select subscriber sine Nov. 22, 2015.  There are no...

calls noted in the customer's history to stop the delivery, and if the customer had been making contact with our customer service dept., a CS rep would have made notes in the history.  Customer Service has been notified by [redacted] to put in an IPD message (permanent message in the customer's history) to have the YES Delivery stopped.  Also, the carrier on this route has been informed to stop the delivery of the YES section to this address. This address will be monitored so that the YES is not delivered.

Dear Revdex.com:This customer was contacted on 2/10/16 by District Manager, [redacted].  The customer cancelled home delivery service on 1/28/16.  She was upset that no one returned a call to her, especially the customer service rep, who she said, promised her a call back.  The phone...

numbers we had on file in her customer account, are not the same as the ones she provided in her Revdex.com complaint.  The DM told her that she would talk to the carrier to get the delivery issue resolved and also offered her two weeks "complimentary/free" for the inconvenience and to win her back, but Mrs. [redacted] said "unless you fire the carrier, I am not interested in restarting my paper." We hate to lose her as a home delivery customer, so at this time, her account has been listed as "inactive" with a "0" balance. Thank you.

Revdex.com Case # [redacted] – The Detroit Free Press
[redacted]
I have listened to the 2 calls Ms. [redacted]’s placed to our customer service department on June 10th & June 11th. The first representative was very polite and very professional and ended the call in the same manner, neither...

sarcastically or rudely. I do not have access to the call Ms. [redacted] received afterward, from what I presume was a District Home Delivery office, so I cannot attest to the manner of that individual. The representative in the June 11th call, is new to her position and was not rude or sarcastic, but was not as professional or informed as she should be.
Ms. [redacted]’s original order placed in October was delayed in getting processed. As this was not a delivery issue, but an order processing issue, no charges were incurred during the time the order was not processed, so no credit is due.
When Ms. [redacted] called on Nov 20th, 2014 to inquire why delivery had not started, an email was sent to me. I investigated and processed the order myself for a start date of Nov 27th. The email contained no information that she wished to stop delivery after the promotional period or that she did not want her credit card charged, only that she wanted the delivery started. The EZ Pay renewable order was processed as it was authorized. As Ms. [redacted] stated in her complaint, she saw that her credit card was charged and “let that go”. Assuming she also saw the additoinal EZ Pay installment charges in February and March of this year, she apparently let those go also, without compaint that she was not receiving delivery.
It is our policy, as stated on the order form, to continue delivery unless we are notified by the customer to stop, there would be no reason for the delivery to suddenly stop after her initial payment expired. The carrier has no access to the customer’s payment information and would not be aware that a payment had expired or not. In this case, payment did not expire until the credit card declined for the 3rd EZ Pay installment in April, 2015. At that time, the account was converted to a Print-Bill account and bills were mailed out on May 5th and June 5th.
The two calls I listened to gave varying accounts by Ms. [redacted] of when she did and did not receive delivery. In the June 10th call, she initially stated that she received no papers in Nov, Dec or January; then said she didn’t get any after February. She stated first that she didn’t know she was being charged because the card had expired, then, that there was “no reason I didn’t call when the credit card was charged in Feb and March”.
After being told by the District Home Delivery office that she would be responsible for all charges, she called back to customer service on June 11th. In that call, she stated that she hadn’t received a paper since January and that she had only received papers for the initial weeks of the promotion and then delivery “just stopped”. A few minutes later, she stated that she called after the 2nd bill and requested the papers be stopped. There is no record of her calling between Nov 20, 2014 and June 10, 2015. The 2nd bill, she would have received, would have been sent out on June 5th. If that is the bill she is referring to, then one would conclude she called to stop on June 10th.
As there are too many inconsistencies and we were never informed of a delivery is[redacted] until June 10th, it would not appear that any credit is due. However, as we do value all our customers, we are willing to meet her half-way. I phoned Ms. [redacted], we discusssed the above inconsistencies. I offered to clear the balance due of $45.29, but not refund any previous payments. Ms. [redacted] agreed to this resolution. I have informed our Finance Department to clear the balance and the account has been stopped.

Sincerely,
[redacted]
Outside Sales Coordinator
michigan.com
Office: ###-###-####
Email: s[redacted][email protected]