Caswell Massey

Review: I placed an order by mail in December and sent a check.. The shipment came with 2 backordered items. The co. never notified me that they would not be getting these items in. I called 2 or 3 times and they said they did not know when they would be in. Three weeks ago customer service said I would be refunded my balance of $38.00. To date I have not received it. Last Monday, I called the accounts payable person, Michael Kelly and asked that he get a check out to me by the end of the week or call me and tell me if he could not cut it with in the week. I have gotten no check and no response.

These people have had my money for 4 months with no communication on their part ever about the backorder status or when to expect a refund. My invoice no is 956924A.Desired Settlement: Please contact them and ask them to get a $38.00 refund check to me promptly.

Thank You,

Business

Response:

customer was sent a refund check on 5/15/2013 for 38.00

Review: I placed an order (mailed a check for $93.95) on May 29, 2013. I received an e-mail on June 7, 2013 informing me that a label had been created and merchandise was forwarded to UPS. It also stated that I would receive my order on June 11, 2013. I never received my order. I called on June 11, 12, 13, 14 & 15. Each time, the representative told me that customer service was extremely busy, she could not forward my call, and that I would get a return phone call in 48 to 72 hours. I also sent an e-mail to complain. I have not received any reply as of today! Sometimes when you call you cannot through to anyone.Desired Settlement: Either deliver my three items (hand cream, hand soap and a 4-piece skincare set) or refund my money as a check was sent.

Consumer

Response:

Review: [redacted]I am rejecting this response because: Business did not call as they state (someone is here during the day). We do have an answering machine (and it functions) and no messages were left by the business. Repeated attempts to contact businesses customer service were fruitless. Package was received but no explanation was provided as to when back-ordered item would ship.Regards,[redacted]

Business

Response:

several attempts to call the customer were made, due to the tome I am unable to check to see if the items per UPS were ever delivered. The customer however was credited 9/6/13 for 45.00

Review: The order was placed on October 2, 2013. After two weeks of not receiving item, I called to cancel order and was told that it was cancelled and I would receive a full refund in two business days. I've waited 4 business days and I went online to view my order info. It states that the item is shipped so I called to find out why. I was told the items are not shipped and I again told the representative to issue a full refund, it's been three weeks and counting and why hasn't this process of refunding my money been started as I was told it would be. The representative had no answers but to say I would be refunded as I was told the first time.Desired Settlement: I want a full refund because after three weeks I have no product and I desire no product from this company.

Business

Response:

Customer given a full credit back to his card of 94.95

Review: My daughter-in-law placed an order in December for products from this company. I received the partial order and have been trying to receive the remainder of the order since December 2012. The company does not respond to phone calls or emails.Desired Settlement: I would appreciate the rest of the order, credit to her account or a replacement with another item.

Business

Response:

Customer recived the product three times and was only charged once

Review: I placed a telephone order with the business on 9.20.2013 at 10:45 a.m. with a representative named [redacted] sales I.D. [redacted] I was informed that all but one of my items was on backorder, which was fine. Then, without any contact, I received a small box from the company with 2 item number [redacted] in it but the invoice did not correlate with the items in the box because it indicated that two other items had also been sent, which they had not. I was charged for all items, overcharged a total of $35.99. I still had 2 items on backorder. I was not charged for those. I sent an e-mail message through their company website on 10.11.2013. I received no response. I sent a follow up e-mail message on 10.18.2013. I received no response. I sent a third e-mail message today, 11.8.2013 with the request that the company refund me the $35.99 they owed me for the unsent items, cancel the backordered items, and delete all trace of me in their database. I have yet to receive a response to today's e-mail message but, as they promise, they will respond within 48 hours. I don't believe that because I didn't get a response before. Also, nowhere on my invoice is an order number. My account on their website is not current and reflects my last order in 2010.Desired Settlement: A refund of $35.99, cancellation of my backordered items, deletion of my information from their company database. I would also like their lack of customer service to be publicized. This is a sad end to a formerly good company. Sadly, that was in the past.

Business

Response:

Customer was never charged for the BO items and all products were shipped and recived.

Review: placed an order on march 28,2013 and paid by check. check was cashed on april 3,2013, but never received product. numerous calls made to company and either couldn't get through to cust. service or were given the run around. faxed the information they requested including copy of check(check #2814 in amt. of $28.95) to accounting dept. was told over a week ago that a refund check was being sent out but nothing has happened and as of today could not get through to cust. service.Desired Settlement: for issue to be resolved and for company to change their policy of customer satisfaction. will never shop there again.

Business

Response:

Check was never cashed, no account started for the customer.

Review: I ordered several products from Caswell Massey. Below are the order numbers.

The first order number was never delivered properly. The second order has never attempted delivery. I have spoken with Caswell MAssey on several occasions. They promise delivery, but the items have yet to be delivered. They take the order, charge my credit cards, but they do not deliver the products as requested. I have made several calls to Caswell Massey, but I do not receive a return phone call regarding the products I have ordered.Desired Settlement: Deliver the products I requested via a reputable shipper who is responsible for delivering their products to the customers.

Business

Response:

order [redacted]- customer credit back. order [redacted] was never processed.

Review: I ordered products by mail on 9/17/13. included in order was my phone #. [redacted] cashed my check for full amount on 9/20/13. I called on 10/8/13 to see when I could expect shipment and was told that 1 item was on back order until 10/15 and a second was back ordered til 10/21. That left 4 items that were in but was not shipped. I am told that they cannot get the whole order up as I ordered by mail and thats on another computer system. [redacted] told me that she would forward a complaint to customer service, took my phone number and said they would call. Waited about 4 days no call. Called again on the 25th or 26th of Oct. spoke to [redacted], expained all, was told she could not look up my order by my customer #[redacted] or name or zip code, Customer serve. not in , no supervisor to speak to. call on Monday. After I hung up with her I emailed [redacted]. Today (tuesday) I called and spoke to [redacted] who was rude. She said there are many things backordered. They cash checks as soon as they get them that is a law. She did not believe any of the things I told her. She said things are back ordered until mid-late November. I told her I no longer believe what I am told, this is a terrible company to do business with and I want my money refunded. Since they seem to give the run around and take your money when they have products they don't ship I wanted to put a complaint with you incase I have to keep calling them back because I really do not trust their attitude, business ethics and follow through.Desired Settlement: Once they cash your check and they have the product they should have to send it like all other companies I've done business with do. They had my phone number and address if there was a back order [redacted] should contact you with dates like all other companies do. When you call and you press the number for customer service that is who you should get, not the runs around. When you email and it says that someone will contact you in 2 business days, actually do it. when [redacted]'s reps say you will be called, they should actually do it. I ordered last year by phone and had the same problem, tried by mail to see if I would have a different outcome, I got th same problem. I guess I'm dumb to try again. Desired outcome was that since I could not get someone by email or phone to care, maybe this will get someone in the company to care, They have a good product, but so don't other companies.

Business

Response:

Refund check sent to the customer for the full amount of $104.00

Review: On Sept 10 I called Caswell Massey and placed an order with them for goods, order # [redacted]. I then received a box from them on Sept 16. The box contained one item only, a honeysuckle soap box set, and that item was something that I did not order. The enclosed slip indicated that I was being charged $14.99 for the product. The price charged for the product was correct; I just did not order the product. I then called Caswell Massey on Sept 16. The lady I talked to said that none of the items I had ordered on Sept 10 had been shipped. She said that she had no idea why I received the honeysuckle soap box set as she didn't even see in their computer system that this item had been shipped to me. She said that it was likely that this item was intended to be a gift since I had purchased over $100 of goods on Sept 10 but that she would research it and get back to me, either by phone or by e-mail. She did not get back to me and so I called Caswell Massey again on Sept 19. This time, the lady I spoke to said that I had ordered this item in July 2013, that it was on back order at the time and that they were just getting around to sending it to me. I said that I didn't order the item because I don't even like honeysuckle. She said that my only alternatives were to keep the product and pay for it or to send it back to them, at my expense. I believe that this product was wrongly added to the order that I did place in July, either because of a mistake in typing in a product code or because of an intention to jack up the price of the order by shipping me goods that I did not order or want. I have ordered regularly from Caswell Massey in the past and have found their service to be good. I am disappointed because I am forced to pay for a product that I neither ordered nor wanted.Desired Settlement: refund the $14.99

Business

Response:

Customer was credited back $78.04 order total 142.00 issued credit back for more than the complaint as a cutusy