Carousel Checks, Inc.

Complaint: ***
I am rejecting this response because:week ago, I was sent another collections letter from *** on this debt which is clearly not mine. I would like carousel checks to contact *** and have them terminate collections attempts.
Sincerely,
James ***

We apologize for your frustration.Per a review of your order we see the order was placed online, Carousel Checks prints orders as received From time to time we find that customers provide incorrect information or may make an unintentional typo, this is one of the reasons Carousel offers to
provide free checks and ask only that customers cover the shipping and handling of the order, in your case this is the $that was charged for your reprint.We want you to be completely satisfied and will waive the cost of the shipping and handling for you as a courtesy, your order is already submitted for reprint with the information you provided in your call with our customer service department yesterday on 8/8/ The refund for the $has been processed but may take 3-business days to reflect back to your account.Should you have any additional questions or concerns you are welcome to reach out to me directly.Best RegardsJeanne ***###-###-####Customer Service ManagerCarousel Checks

We are very sorry for the trouble that Mr*** has experienced with someone placing a fraudulent order with his account information*** is contracted with us to collect payments on our website and they are the ones that have sent the payment to collectionsWe do not control what *** does as a company, however are working with them to resolve this issue as best as we canCarousel Checks has submitted paperwork on behalf of Mr *** to the collection agency a second timeThey will be in contact with Mr *** on the result of the paperwork sentWe are truly doing everything we can at our end to get this resolved

Hello ***,We are very sorry that you've had concerns regarding your orderWe did ship it out on 1/26/and it now shows that the scheduled delivery date is 2/4/We contacted *** to see why it appeared that they hadn't received the package as of yesterday morning and they said they did not
see any delay at their end but if it was not scanned by them when it was initially pick up, it would not show any further movement until it was scanned again, which did not happen until 1/30/They also let us know that they do not sort *** packages on the weekends.We've already refunded you for the shipping charge when you called us on 1/and as a courtesy we have refunded the balance of the order for you today, due to the inconvenience and concern you had about your order

HelloMy apologies, my intent is not to decline responsibility but to provide honest information about our business practices and processes Please advise if I can provide any further assistanceIs there anything further that I may do to help you be better satisfied with your experience?

Complaint: [redacted]
I am rejecting this response because:I am disappointed that this business continues to obfuscate a lack of engagement with the client by citing their inability to provide a solution due to their dichotomous worldview of what they label "Business practices."  Perhaps they should consider a paradigm shift to "Customer centered practices," rather than adherence to black and white organizational rubrics.  The funds involved in this transaction are minimal and of little consequence.  I expressed concern due to the lack of care, concern or a desire to collaborate and find a viable solution to this situation.  I wish them only success in the future, however this will only be accomplished through active listening rather than repeating hollow customer service phrases without genuine concern for the needs of the client.
Sincerely,
Eric [redacted]

Hello,Thank you for the opportunity to respond to the complaint. Our sincerest apologies to Mr. [redacted] for the inconvenience due to the fraudulent activity on his account. We have several measures to prevent fraud like this from happening, however, it is possible that occasionally can order can get...

through the system without being detected. We have worked with Mr [redacted] and contacted the collection agency to notify them that Mr [redacted]'s debt was incurred fraudulently per his request. Kindest Regards,Joan [redacted]Carousel Checks Customer Service

Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title:[redacted] C.S. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@carouselchecks.com
Hello,
We sorry to hear you are unsatisfied with the free bulk ship method.
Bulk shipping can take 12-21 business days to be...

received.
We have issued a refund for the handling fee of $11.92 as a courtesy for the misunderstanding regarding this shipping method. The refund may take 3-5 business days to reflect to your credit card.
For future orders we are happy to recommend a shipping method that best meets your needs.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received my checks. I would like to receive a full refund if they have not been sent.
Final Consumer Response /* (4200, 11, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The free shipping doesn't mention the 21 business days to receive the free shipping. I just hope my checks last until then.
Final Business Response /* (4000, 9, 2015/05/01) */
Hello
The order was mailed on 4/15 with the free bulk mail option.
This shipping method typically takes 12-21 business days to be received by customers.
Your 21st business day would be [redacted] 14th however many customer receive their orders about 12-14 business days.

Initial Business Response /* (1000, 5, 2015/05/11) */
Contact Name and Title: [redacted], CS Lead
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@carouselchecks.com
I spoke to our customer and offered to reprint and rush her checks out to her at no cost and she was agreeable with that...

resolution. She will have a new set of checks within 2-3 business days. Also advised that the first print may still arrive and she can use them or if they return to us we will reship to her at no charge.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Rep called early Monday as stated above. I'm fine with that.

Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: Joan [redacted] CS As't
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@carouselchecks.com
I have reached out to our customer through email to apologize for the miscommunication and to explain why we cannot...

print the order as is due to copyright infringement. I have refunded her $53.86 for the order and am sending her some preprinted checks at no charge to get her through until she can purchase checks to her liking. I have offered to have her send me any photos she would like to use for her order so I can advise whether they would be acceptable under the Custom Photo copyright guidelines. I believe the customer is satisfied with our resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Joan [redacted] their assistant manager, was very kind and helpful with the situation. She has credited my bank account and has offered to assist me in finding the right photo to print my checks and is sending me parchment checks, free of charge, to use until I get my order updated and printed. I will continue to do business with them because of her.