Carol Wright Gifts

I am responding to the complaint made concerning the displeasure with our selling adult comfort items in our catalog.  I am sorry that these items were offensive.
Please know these products are sold to many of our senior population in the United States.  They are very sensitive...

and it allows our senior customers to make these purchases in the privacy of their homes, without going to go to the store.I have had the customer removed from our mailing list.  If I can be of any further assistance, please contact me directly.
 
Sincerely,
[redacted]
Director of Order Services

Unfortunately, I am not able to investigate this complaint.  I need the name and address  under which the order and membership are listed.  Once I have that information, I will be able to address the problem.
Sincerely,
[redacted]
Director of Order Services

I have investigated the complaint and found out why Ms. [redacted] order is currently on hold.   Our catalogs are mailed with a pre-approval amount of credit.  Our records show a credit limit of $50.00 was offered.  When a customer takes advantage of this offer, and sends in an...

order, a normal credit check is performed, prior to the release of that order.Ms. [redacted] placed the order on our web site on July 27, 2016, when it was processed for credit a letter was mailed to her.
The letter reads as follows:
Thank you for your recent order.  Because the Vermont State laws governing access to credit information, we cannot make the necessary credit investigation to approve your order without your permission.
Please indicate your acceptance by signing and dating below and returning this letter to us within 30 days.
We look forward to establishing a credit account with you and await your reply.
Once this is received a determination will be made on the actual amount of credit approved.  Once we receive the approval her order will be released, or a down payment may be requested. 
I apologize for any inconvenience that we have caused, and if I can be of any further assistance please contact me directly.
Sincerely,
Pat [redacted]
Director of Order Services

I have investigated the complaint from [redacted].  She placed the order with us on October 15, 2013, using our Shop Now Pay Plan.  The order was for 4 items totalling $34.90  The order was shipped to her and arrived at her home on October 22, 2013.  That said, the first...

payment on the account was do at the end of November.
We received a call on January 6, 2014 advising us of the defective item.  We send a prepaid label to the cusotmer so that he could return it for a refund.  When the customer called on January 14, 2014, saying that he returned the item, the return was not yet processed.  The customer service agent taking that call, issued a credit on that day for $6.99 (the price of the item).  The actual item was received and reported on January 29th.
Our records show that the current balance on the account is $39.69, this balance does reflect the credit of $6.99.  It also shows finance and late charges incurred according to our terms and conditions which sent in a first class letter to this customer on October 16, 13.  I have attached a copy of his account statement.  Had the order been only for the one defective item, an adjustment to finance and lates charges would have be considered. 
Sincerely,
[redacted]
Director of Order Services

I have received and investigated the complaint from Ms. [redacted].  I did listen to the recording of the call and the customer clearly did not want to continue to place the order.  She did ask the agent to cancel the order.  I have issued a complete refund of $38.93 to her Visa...

card.  This credit will be processed tonight and should appear on her next billing statement.
I apologize for the inconvenience we have caused this customer, and hope to be able to better serve her in the future.
Sincerely,
[redacted]
Director of Order Services

I have investigated the complaint from [redacted] and would like to apologize for the way the call was handled.  As part of this apology we have mailed her a $15.00 Gift Certificate.
As she requested yesterday, a credit of $48.93 to her [redacted] card was processed...

last night and should be reflected on her next billing statement.If I can be of any further assistance, please contact me directly.
Sincerely,
[redacted]
Director of Order Services

I have received and investigated the complaint from Ms.[redacted].  I see that the original order was processed and shipped on February 7, 2014 and received by the customer on February 12, 2014.
On February 18 we received a call regarding one of the items, and issued a refund for the...

glasses of $7.98 that day.  On February 24, she spoke to one our customer service agents and requested a return label, so that she could return a pillow.  This lable was mailed on March 4, 2014.  On March 10 we received a call regarding the status of the return.  On March 17, 2014 our system shows a note that Ms. [redacted] returned several items and that she stated that her tracking showed that we had received these items.  Because our label is through the [redacted], 3rd class mail, it can take up to 3 weeks for us to receive the items.
I have tried to track her return using the label information that we provided her, and as of today, the[redacted] has no recod of any tracking.
If Ms. [redacted] will provide me with the tracking information she obtained, I would be happy to refund for the items returned.  Unforturnately, I cannot refund for items not returned.
Sincerely,
[redacted]
Director of Order Services

I want to apologize for the delay in responding to this complaint.  I needed to have a few areas investigate exactly what happened to have caused this.
When Mr. [redacted] placed his order our computer system used the numbers provided to send the order for final credit approval and...

release of the order.  There was a problem with the file and it caused the computer to send it with a wrong account number, thus requiring a down payment of the order placed.I have been advised that the error has been corrected and that if Mr. [redacted] would like to place a new order, the $300.00 credit limit would be honored as advertised.
I apologize for all the inconvenience we have caused, and if I can be of any further assistance, please contact me directly.
Sincerely,
[redacted]
Director of Order Services

When I responded to the first complaint all facts were stated.  At that time I also advised our "Returns Department" to issue a full refund when the items were received.  The return and my comments crossed and that was not done.  Today, I have issued a refund check in the amount of $10.94 for the the original postage paid.
I apologize for the inconvenience, and if I can be of any further assistance.
Sincerely,
[redacted]
Director of Order Services

I have received and investigated the complaint from Ms. [redacted] and found the following:  Our website is advertising two items on the page. Item #[redacted] - Kneeler Bench  @ $24.99 and Item #[redacted] - Accessory Pouch for the bench @ $3.99.  The order was placed on July 10, 2016...

using our website and a quantity of 4 of item [redacted] was entered by the customer.Our notes on the account show that the customer called on 7/11/16 to verify the order and the misunderstanding was noted.  She canceled the order. 
In the complaint Mr. [redacted] states that our confirmation e-mail showed the bench at $3.99.  If he can send me a copy of that e-mail or forward it to me at [redacted]  I will honor the price. 
Sincerely,
[redacted]
Director of Order Services
p[redacted]

I have investigated the complaint from [redacted] and found the following:
[redacted] placed an order with us on July 21, 2015, which totaled $81.91.  This order was shipped and delivered on August 6, 2015.  The order was charged to his "Shop Now Pay Plan" account. ...

The first payment was requested to be made on September 6, 2015 . 
As per our terms and conditions which are printed in the catalog and sent to each customer when the account is opened, late charges and finance fees are added to the balance due each month until the account is paid off.
Since no payments were made until November, these charges  up until the time of the first payment brought the account balance to $124.99. 
Payments were received on November 8 and December 7, 2015. ($20.00 each time), but the account is still behind.  The current balance on the account is $128.07. 
Any questions on this account should be directed to our credit department.  They can be reached at [redacted]
Sincerely,
[redacted]
Director of Order Services

I have investigated the complaint from Ms. [redacted], and found that on her order of November 5, 2015, she was not charged a shipping charge.  She was charged our normal handling charge of $5.90.  Our website does say that all orders will include this charge.  As a courtesy for her...

inconvenience I have issued a credit to her [redacted] for this charge. 
If I can be of any further assistance, please contact me directly.
 
Sincerely,
[redacted]
Director of Order Services

I have investigated the complaint from Ms. [redacted], and fount that her replacement order was processed with the size clearly marked as 2X.Since the shipping department is in another facility, I do not have the ability to see exactly what is shipped.  Before processing a new...

order, I checked with our Quality Control department to see if there was a known problem with the sizing of these pants.  I have been told that since the material is made to stretch it is hard to measure to a comparable size chart.  They asked me to have the customer make sure that the correct ones are received, by checking the inside size label.  I have processed a new replacement order, and it will be shipped as soon as possible.   I apologize for the inconvenience caused.  If I can be of any further assistance, please contact me directly.

I have received and investigated the complaint from Mr. [redacted].  He placed the order on our web site and selected Standard Shipping and Handling.  The order was placed on September 30, 2015 and shipped on October 2nd.    It normally takes between seven and ten...

days to go from New Jersey to [redacted].  In tracking the order I did see the progress from the Post Office as stalled.Today the tracking showed that the package was delivered yesterday October 19, 2015 at 3:45 PM. 
I apologize for the delay, and as a courtesy have credited your credit card in the amount of $26.85, this represents the return of the handling charge of $5.90 and a 25% discount on the order.

Again I really apologize for the delay in responding.  I have new information as of today!  The account was corrected today with our credit department and the order was released for processing by them today.  When I responded to the first complaint - I was assured that all corrections were made to the account.  One small piece was missing and therefore the order was put on hold.
We will watch the order closely and assure that it is shipped with no further delay.
Sincerely,
[redacted]
Director of Order Services
p[redacted]@drleonards.com

I have investigated the complaint from Ms. [redacted], and found that the order was placed on October 13, 2014.  The order totaled $52.35 which as placed on her "Shop Now" payment plan.  The order was shipped to the customer on October 16, 2014, with the first payment due on November...

16, 2014.   The late charges and finance fees were added monthly to her house credit account as no payments were received.  We received a call from the customer on December 12, 2014 telling us that she would be returning the items.  At that time we wrote off the late fee of $10.00 and the finance charge of $.98.  We did not receive the merchandise back until January 21, 2015, which caused charges for December and January.The return was processed for only one of our item 17590 - but I have invested and given her credit today for the second one she said she returned, as a courtesy.  I have also written off the remaining finance charges and late fees and when this is processed will bring her balance to $0.?

I have received and investigated the complaint and found that the balance on her account was for a membership in our [redacted], which she agreed to when a call was made to her by our customer service agent on May 19, 2016. 
Ms. [redacted] spoke with our credit department and our...

customer service department on December 1, 2016, and a full refund was issued for this membership.  On December 2, 2016 a refund check was processed in the amount of $30.66.  The current balance on her account is $0.The new order placed on 11/29/16 was processed and shipped today.  When posted the balance on the account will be $54.91.
I apologize for any inconvenience we have caused, and if I can be of any further assistance, please contact me directly.
Sincerely,
[redacted]
Director of Order Services

I am in receipt of the complaint concerning Ms. D[redacted]'s displeasure with our selling of adult comfort items in our catalog.  I am sorry that these items offend you.
Please know these products are sold to many of our senior population in the United States.  These items are very...

sensitive and it allows our senior customers to make these purchases in the privacy of their homes, without having to go to the store.I have removed this customers name from our mailing list.  If I can be of any further assistance, please contact me directly.
 
Sincerely
P[redacted]
Director of Order Services

I have received and investigated the comp**int from Ms. [redacted] and want to apologize for our poor listening skills.  The manner that the agent handled the call was addressed.  I also spoke with our returns department because in fact I found that the return was not processed correctly.
I have issued a credit to your Visa card in the amount of $8.94 which is the postage and handling paid on the original order.  I have also entered a new order at "no charge" to be shipped to Mr. [redacted] in **.
We try very hard to handle each customer and order correctly, and again I apologize that in both cases this was not done.
I hope that Mr. [redacted] enjoys his watch and if I can be of any further assistance, please contact me directly.
Sincerely
Pat Nalewajko
Director of Order Services

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