For some reason we never received the original notice on this complaint We would have responded immediatelyThe customer made this purchase on ***.com from a listing of a product we sell through the [redacted] marketplace The [redacted] system takes product listings from numerous sellers and based on the manufacturer, part number and upc code matches similar items together There is however a flaw in this method if one or more of the sellers provides incorrect information or sells an item in a multi pack That is what has happened in this case Another seller is selling this item as a case of while we are selling it as a single item We are NOT selling this as a case of and never have Our price includes shipping and due to limitations in the [redacted] system when more than quantity is purchased it simply multiples out the total cost so qty purchases can end up being very high We also do not sell anything under $on the [redacted] web site due to high costs in low dollar amount orders Therefore lower price items do have a higher price listing [redacted] is aware of these issues and this same thing is happening with a lot of their sellers What does happen when the customer adds the item to the basket on ***, is it shows the specific sellers product information at which point this customer would have seen that it was a single bottle not a case Granted this could be easy to miss but it is shown Based on the price it also doesn't make sense that it would be a case of bottles and granted it is high for single bottles with the explanation above of why that is The customer did contact [redacted] about this order and they contacted us We responded within hours and explained that the order sent to us by [redacted] was for bottles only and that is what we shipped The customer is certainly welcome to return the product for a full refund and we will have [redacted] pay for the return label and shipping as this was their error not ours We can not obviously ship out more bottles to the customers since that is not what the customer paid for nor the order we received from *** We will send the customer another email outlining the return process and instructions and have [redacted] issue a return label We have brought up this type of issue with [redacted] multiple times and offered multiple suggestions on how to prevent this type of situation but to date they have not acted on those suggestions We will also be forwarding this complaint to our [redacted] account manager to again stress to them that these type of situations and flaws in the product grouping methodology cause customer service issues which we constantly strive to eliminate and/or ensure we handle promptly
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 the offer I reviewed appear below Re: "Based on the price of the item the customer should have known that it was not a case of 12." ARE YOU KIDDING ME?!?! Sears had the items original price listed as $with free shipping, "ON SALE" for $ These cans retail for around $per bottle from the manufacturer I thought that I was getting a super "deal" because I was getting for $instead of $ Don't you dare tell me that I "should have known based on the price." What it would pay you $or $for ONE CAN of this stuff?! Re: "That information was updated within hours, we were not trying to hide anything merely trying to prevent any further issues for customers and fix the root problem." If you were so quickly willing to fix the root of the problem, why weren't you willing to so quickly fix my problem? Your quickness to have it changed acknowledges how misleading the listing truly was Re: "Since the customer is a customer of Sears we escalated the issue to them..." NO: you are a third party vendor to Sears, I was equally YOUR customer and you kept putting me off on to them, and vice-versa." Re: "We offered to the customer that if he needed more cans we could place an order for that with no shipping charge (which was the majority of the cost of the original order)." ABSOLUTE LIES No such offer was ever made or mentioned Complete liar Re: "We offered to pay for the return of the item for a refund which is our policy, he didn't want to do that." This offer was an insult that did not acknowledge the problem of the multiple listing flaws of the company Re: "The customer indicated he wanted more cans sent for free, we nor Sears was willing to do that as that is not what he purchased." YES, you it, purchasing one quantity of TWELVE is what I purchased, you were just too unobservant to recognize the mistake in your own listing and too ignorant to acknowledge how blatant a mistake it was." Re: "the customer did call numerous times but within a few hour time period while I was out of the office He was emailed to notify him about the refund and that he didn't need to return it There was no point in any further communication." NO POINT?!?! My asking you to follow up with me was point enough What spineless customer service! This companies leadership continues to point fingers at others for their blatant disregard of their own mistakes rather than take action The "resolutions" that they provide are simply insulting in that they do nothing to resolve the mistakes for which they should hold themselves 100% accountable They lead their customers in a pointless circle Furthermore, their customer service is virtually non-existent I find it difficult to believe that they still function as an enterprise Regards, [redacted] ***
For some reason we never received the original notice on this complaint We would have responded immediatelyThe customer made this purchase on ***.com from a listing of a product we sell through the [redacted] marketplace The [redacted] system takes product listings from numerous sellers and based on the manufacturer, part number and upc code matches similar items together There is however a flaw in this method if one or more of the sellers provides incorrect information or sells an item in a multi pack That is what has happened in this case Another seller is selling this item as a case of while we are selling it as a single item We are NOT selling this as a case of and never have Our price includes shipping and due to limitations in the [redacted] system when more than quantity is purchased it simply multiples out the total cost so qty purchases can end up being very high We also do not sell anything under $on the [redacted] web site due to high costs in low dollar amount orders Therefore lower price items do have a higher price listing [redacted] is aware of these issues and this same thing is happening with a lot of their sellers What does happen when the customer adds the item to the basket on ***, is it shows the specific sellers product information at which point this customer would have seen that it was a single bottle not a case Granted this could be easy to miss but it is shown Based on the price it also doesn't make sense that it would be a case of bottles and granted it is high for single bottles with the explanation above of why that is The customer did contact [redacted] about this order and they contacted us We responded within hours and explained that the order sent to us by [redacted] was for bottles only and that is what we shipped The customer is certainly welcome to return the product for a full refund and we will have [redacted] pay for the return label and shipping as this was their error not ours We can not obviously ship out more bottles to the customers since that is not what the customer paid for nor the order we received from *** We will send the customer another email outlining the return process and instructions and have [redacted] issue a return label We have brought up this type of issue with [redacted] multiple times and offered multiple suggestions on how to prevent this type of situation but to date they have not acted on those suggestions We will also be forwarding this complaint to our [redacted] account manager to again stress to them that these type of situations and flaws in the product grouping methodology cause customer service issues which we constantly strive to eliminate and/or ensure we handle promptly
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 the offer I reviewed appear below Re: "Based on the price of the item the customer should have known that it was not a case of 12." ARE YOU KIDDING ME?!?! Sears had the items original price listed as $with free shipping, "ON SALE" for $ These cans retail for around $per bottle from the manufacturer I thought that I was getting a super "deal" because I was getting for $instead of $ Don't you dare tell me that I "should have known based on the price." What i
t would pay you $or $for ONE CAN of this stuff?! Re: "That information was updated within hours, we were not trying to hide anything merely trying to prevent any further issues for customers and fix the root problem." If you were so quickly willing to fix the root of the problem, why weren't you willing to so quickly fix my problem? Your quickness to have it changed acknowledges how misleading the listing truly was Re: "Since the customer is a customer of Sears we escalated the issue to them..." NO: you are a third party vendor to Sears, I was equally YOUR customer and you kept putting me off on to them, and vice-versa." Re: "We offered to the customer that if he needed more cans we could place an order for that with no shipping charge (which was the majority of the cost of the original order)." ABSOLUTE LIES No such offer was ever made or mentioned Complete liar Re: "We offered to pay for the return of the item for a refund which is our policy, he didn't want to do that." This offer was an insult that did not acknowledge the problem of the multiple listing flaws of the company Re: "The customer indicated he wanted more cans sent for free, we nor Sears was willing to do that as that is not what he purchased." YES, you i
t, purchasing one quantity of TWELVE is what I purchased, you were just too unobservant to recognize the mistake in your own listing and too ignorant to acknowledge how blatant a mistake it was." Re: "the customer did call numerous times but within a few hour time period while I was out of the office He was emailed to notify him about the refund and that he didn't need to return it There was no point in any further communication." NO POINT?!?! My asking you to follow up with me was point enough What spineless customer service! This companies leadership continues to point fingers at others for their blatant disregard of their own mistakes rather than take action The "resolutions" that they provide are simply insulting in that they do nothing to resolve the mistakes for which they should hold themselves 100% accountable They lead their customers in a pointless circle Furthermore, their customer service is virtually non-existent I find it difficult to believe that they still function as an enterprise Regards, [redacted] ***