California Coatings

We are very sorry that [redacted] felt that the experience he had with us warranted Revdex.com involvement and a formal complaintCustomer Service and the Customer Experience is our number one focus and we take a situation like this very seriouslyThis certainly isn’t the experience we aim for, and typically achieve, and will do what we need to make it right with [redacted] In regards to the customer receiving the wrong product: Since the order was placed over the phone, our customer experience representative must have incorrectly entered the product part number onto the order as the product that was shipped is the same product that was on the customer's order confirmation emailWe have a 60-day guarantee to ensure our customers are happy with what they receive - both in regards to experience and productWhen [redacted] contacted us to let us know that the product received was not the product he had wanted, we emailed him a pre-paid return label to ship the product back to us for a full refundNormally, once our fulfillment center has received a return, a refund would be issuedUnfortunately, the return was lost in transit by USPS and never received by our fulfillment center -causing the delay in refundWe were not aware of the return issue until [redacted] contacted us to let us know because [redacted] had not yet deemed it as “lost”If you track the package now (tracking number: [redacted] ) on ***.com, you can see that [redacted] dropped the return off on 1/5/17, but the shipment has only just reached PA on 1/28/and is now showing with a scheduled delivery at our warehouse on 1/31/This is a very unusual tracking patternWe understand how frustrating that can be and have reached out to the carrier to start a claim and determine exactly what happenedIn the meantime and as requested, we have promptly refunded the customer for the orderIf there is any additional information needed for this case, please do not hesitate to reach out to me directlySincerely,Emily C***Director of eCommerceWorld Wide Stereo (p) ###-###-####, ext*** | ***@wwstereo.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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are very sorry that [redacted] felt that the experience he had with us warranted Revdex.com involvement and a formal complaint. Customer Service and the Customer Experience is our number one focus and we take a situation like this very seriously. This certainly isn’t the experience we aim for, and...

typically achieve, and will do what we need to make it right with [redacted]. In regards to the customer receiving the wrong product: Since the order was placed over the phone, our customer experience representative must have incorrectly entered the product part number onto the order as the product that was shipped is the same product that was on the customer's order confirmation email. We have a 60-day guarantee to ensure our customers are happy with what they receive - both in regards to experience and product. When [redacted] contacted us to let us know that the product received was not the product he had wanted, we emailed him a pre-paid return label to ship the product back to us for a full refund. Normally, once our fulfillment center has received a return, a refund would be issued. Unfortunately, the return was lost in transit by USPS and never received by our fulfillment center -causing the delay in refund. We were not aware of the return issue until [redacted] contacted us to let us know because [redacted] had not yet deemed it as “lost”. If you track the package now (tracking number: [redacted]) on [redacted].com, you can see that [redacted] dropped the return off on 1/5/17, but the shipment has only just reached PA on 1/28/17 and is now showing with a scheduled delivery at our warehouse on 1/31/17. This is a very unusual tracking pattern. We understand how frustrating that can be and have reached out to the carrier to start a claim and determine exactly what happened. In the meantime and as requested, we have promptly refunded the customer for the order. If there is any additional information needed for this case, please do not hesitate to reach out to me directly. Sincerely,Emily C[redacted]Director of eCommerceWorld Wide Stereo  (p) ###-###-####, ext. [redacted]  |  [redacted]@wwstereo.com