I accept the ending of this but those "Angry" emails would not have happened if the puzzle made it to me the first timeExcuses, excusesYou say it'll be shipped then make sure it gets thereHow many times did I have to write ya? Then wait yet againSorry but I'm not the BAD GUY here! Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***
We have received the consumer complaint below, researched the background on her case, and have concluded it to our satisfaction Ms [redacted] contacted us regarding a defective product, and we offered her a replacement Though there were some unexpected delays in sending the replacement, she did receive a new product as promisedOn 7/4/17, we received the first inquiry from Ms [redacted] about a missing piece from a jigsaw puzzle she had recently purchased We responded the next day letting her know we would send a new puzzle We asked her to send her mailing info to our quality control department at the fulfillment warehouse On 7/20, the warehouse received the information They processed a replacement puzzle mailing on 7/via *** On 7/30, Ms [redacted] emailed us that she had not received her puzzle We responded that it may still be in transit During the week of 8/1-4, our consumer care rep was out of the office for health reasons During this time, Ms [redacted] sent daily emails with increasingly angry messages The following Monday, 8/7, we determined with the warehouse that the package must have been lost in the mail We informed Ms***, and offered to send another puzzle from our office, via Priority Mail with tracking That was sent out by Friday, 8/ Over that weekend, we received several more angry emails from Ms*** On Monday, 8/14, we responded with the tracking information that it should arrive that day We also then received notice of this complaintWe have tracked the shipment ourselves, and show it was delivered the morning of 8/14.We now consider this matter completed and closedRegards, [redacted] Ceaco, Gamewright, Brainwright-Customer Service [redacted] ***
We do not sell directly to consumers The links on the website go through a service called Shopatron, who partners with local retailers with online sales to fulfill consumer orders directly Her order would have been fulfilled by one of those retailers, and there should have been information regarding refunds/returns with her orderHere is a link to their page [redacted] We were going to send # [redacted] , Beauty and the Beast Falling in Love and # [redacted] , Winnie the Pooh If you don't want those, go to www.ceaco.com, and select any other puzzles, up to four We make millions of puzzles each year, and the rate of defects is less than 1% The reason we request the defective product and QC tag is so that the manufacturing plant can work towards lowering that number even more We do apologize you received more than one puzzle with problems It is not a "common" occurrence, but it does happen, and the vast majority of our customers have found them more than satisfyingTo reiterate, we will not refund any money for purchases through direct retailers We will send replacement puzzles We have already doubled our offer of additional free puzzles, which has a retail value of up to $ This should now satisfy this complaint
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
There's a reason the company doesn't have time to reply to all complaints. Maybe that's because the customer services isn't to concerned with customer satisfaction or they are so stacked up with complaints of defected puzzles. My issue is not being addressed directly. I already have all but one puzzle from the Disney collection and I'm sure the two that would be sent to me will have a defect. I never received an email regarding my second complaint. I also don't understand how the company doesn't sell directly to customers when you can buy straight off their website. I want a refund considering I've had to throw away two of the puzzles already and I still have quite a few to yet begin with no knowledge of how many more I'll have to throw away. Sending me a couple puzzles does not resolve the issue. Postage May be cheap but I'm still out almost a hundred dollars.
We have received the consumer complaint below, researched the background on her case, and have concluded it to our satisfaction. Ms. [redacted] contacted us regarding a defective product, and we offered her a replacement. Though there were some unexpected delays in sending the replacement,...
she did receive a new product as promised. On 7/4/17, we received the first inquiry from Ms. [redacted] about a missing piece from a jigsaw puzzle she had recently purchased. We responded the next day letting her know we would send a new puzzle. We asked her to send her mailing info to our quality control department at the fulfillment warehouse. On 7/20, the warehouse received the information. They processed a replacement puzzle mailing on 7/28 via [redacted]. On 7/30, Ms. [redacted] emailed us that she had not received her puzzle. We responded that it may still be in transit. During the week of 8/1-4, our consumer care rep was out of the office for health reasons. During this time, Ms. [redacted] sent daily emails with increasingly angry messages. The following Monday, 8/7, we determined with the warehouse that the package must have been lost in the mail. We informed Ms. [redacted], and offered to send another puzzle from our office, via Priority Mail with tracking. That was sent out by Friday, 8/11. Over that weekend, we received several more angry emails from Ms. [redacted]. On Monday, 8/14, we responded with the tracking information that it should arrive that day. We also then received notice of this complaint. We have tracked the shipment ourselves, and show it was delivered the morning of 8/14.We now consider this matter completed and closed. Regards,[redacted]Ceaco, Gamewright, Brainwright-Customer Service [redacted]
[redacted]
[redacted]
I accept the ending of this but those "Angry" emails would not have happened if the puzzle made it to me the first time. Excuses, excuses. You say it'll be shipped then make sure it gets there. How many times did I have to write ya? Then wait yet again. Sorry but I'm not the BAD GUY here!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I have researched this customer's history with our consumer care department and have found the following information. On Feb 2, 2015 we received the initial email complaint through our website.That same day, our consumer care rep sent our standard response. In it we clearly list our...
requirements for receiving a replacement puzzle. On Feb 10, 2015, we received the second email complaint in response to our first reply. At that point, our Consumer Care rep (a retired widow and longtime puzzler herself) sent the request directly to our front office administrator. We then sent Ms. [redacted] a brand new puzzle. It was sent on Feb 13, 2015. We do not sell directly to consumers, so we have no control over retailers' refund policies. When a consumer contacts us directly, we offer a replacement puzzle. In order to verify they receive the correct or comparable replacement and to ensure that our quality control department is aware of the problem, we request the consumer return the defective puzzle or pieces in a bag, the QC tag included with the original packaging, and the removed side panel of the box with UPC barcode to the manufacturer. All of this can fit in a soft envelope, which is relatively inexpensive to send via US Mail. Once received at the manufacturer, their Quality Control department reviews the defects and processes the replacement mailing. We are clear about the time frame for this process, and it can take from one to two months at certain times of year. We checked with our manufacturing facility, and the requested defective puzzle and product specific information was never received there. So we don't actually have any proof or record of the physical complaints, but we did send her a new puzzle within two weeks of her initial complaint. Though each transaction is monitored by our sole Consumer Care rep, we don't always have time to address every consumer inquiry in specific detail. But, we have put several processes into place to help resolve any complaints with relative ease. This includes the standard letter, with instructions for returning a defective puzzle and receiving a new, replacement puzzle. At this time, we will send Ms. [redacted] two additional new puzzles in that same artist series. We now consider this matter closed. _____________________________________________________________________...⇄ [redacted]-[redacted]@hotmail.com]Sent: Tuesday, February 10, 2015 2:58 PMTo: Ceaco Consumer CareSubject: RE: unprofessional costumer service practices For a mistake made by this company, wether it's an eleven dollar puzzle or the actual [redacted] original worth a few thousand dollars, this is the response I get. Not only do I have to waste more time stressing the incompetence of this customer service, but also more money on postage and more time figuring out how I can get to a printer to have a hard copy of my previous emails just to have to wait over a month for my issues to be resolved. This must be the way companies get around fixing their mistakes, by creating a labyrinth of tasks assigned for me to do in order to be compensated for their poor quality of work. As a customer, and let us remember the customer is always right, I expect a better answer. Not excuses of weather and a headache of a way to fix your problem just so that you can't hope I give up and you'll never hear back from me again. If one of your excuses is having to make sure you are getting back to other customer emails in a fairly and timely manner then I suggest you take another walkthrough of the company and see the issues that need to be fixed. Machines, careless employees, whatever that may be it is not my problem and customer services job is to fix my problem not for me, the customer, to be the one to tell you what is wrong in this situation. ________________________________________________________________________________...⇄ From: puzzles[redacted]> To: [redacted]-[redacted]@hotmail.com> Subject: RE: unprofessional costumer service practices> Date: Mon, 2 Feb 2015 19:52:34 +0000> > Dear [redacted]:> > I'm sorry it has taken so long to respond to your email, but we are doing the best we can to reply to all customers who have questions, but with the holiday season and the winter storms, we are just backlogged.> > We will be happy to send a replacement copy of the Pinocchio puzzle to you. > > Please send a copy of your email message, the white inspection tag if you have it and the UPC barcode cut from the side of the box (do not send the entire puzzle or box), to the following address: >> > Please allow 6 to 8 weeks for delivery of your new puzzle.> > [redacted]> Customer Service> > Please like us on www.facebook.com/ceacopuzzles> > ________________________________________> From: [redacted]-[redacted]@hotmail.com [[redacted]-[redacted]@hotmail.com]> Sent: Monday, February 02, 2015 2:45 PM> To: Ceaco Consumer Care> Subject: unprofessional costumer service practices> > comments: I am very dissatisfied with the amount of time it is taking to get a response from my previous complaint submission. I will be forced to consult the Revdex.com for the unprofessionalism and poor quality of product. The puzzle is clearly badly crafted. I can provide photos. I've worked amongst printing machines and dye cutters and I understand when things can get off balance or molds can get low and cut poorly and improperly, But it does not excuse why these things were not quality checked. I am pressing my issue because I do not want to see this continue to happen. I am a stay at home mother with anxiety issues the prevent me from working and as a hobby and something I'd like to do for my daughter I puzzle. As you have probably concluded, it is not ideal for the average middle-class family to have a soul provider. Money is limited. So these puzzles are "treats" and it is a shame that it will end up in the garbage.> __________________________________________________________________...⇄
We do not sell directly to consumers. The links on the website go through a service called Shopatron, who partners with local retailers with online sales to fulfill consumer orders directly. Her order would have been fulfilled by one of those retailers, and there should have been information regarding refunds/returns with her order. Here is a link to their page.. [redacted] We were going to send #[redacted], Beauty and the Beast Falling in Love and #[redacted], Winnie the Pooh 1. If you don't want those, go to www.ceaco.com, and select any other puzzles, up to four. We make millions of puzzles each year, and the rate of defects is less than 1%. The reason we request the defective product and QC tag is so that the manufacturing plant can work towards lowering that number even more. We do apologize you received more than one puzzle with problems. It is not a "common" occurrence, but it does happen, and the vast majority of our customers have found them more than satisfying. To reiterate, we will not refund any money for purchases through direct retailers. We will send replacement puzzles. We have already doubled our offer of additional free puzzles, which has a retail value of up to $80. This should now satisfy this complaint.
I accept the ending of this but those "Angry" emails would not have happened if the puzzle made it to me the first timeExcuses, excusesYou say it'll be shipped then make sure it gets thereHow many times did I have to write ya? Then wait yet againSorry but I'm not the BAD GUY here! Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***
We have received the consumer complaint below, researched the background on her case, and have concluded it to our satisfaction Ms [redacted] contacted us regarding a defective product, and we offered her a replacement Though there were some unexpected delays in sending the replacement, she did receive a new product as promisedOn 7/4/17, we received the first inquiry from Ms [redacted] about a missing piece from a jigsaw puzzle she had recently purchased We responded the next day letting her know we would send a new puzzle We asked her to send her mailing info to our quality control department at the fulfillment warehouse On 7/20, the warehouse received the information They processed a replacement puzzle mailing on 7/via *** On 7/30, Ms [redacted] emailed us that she had not received her puzzle We responded that it may still be in transit During the week of 8/1-4, our consumer care rep was out of the office for health reasons During this time, Ms [redacted] sent daily emails with increasingly angry messages The following Monday, 8/7, we determined with the warehouse that the package must have been lost in the mail We informed Ms***, and offered to send another puzzle from our office, via Priority Mail with tracking That was sent out by Friday, 8/ Over that weekend, we received several more angry emails from Ms*** On Monday, 8/14, we responded with the tracking information that it should arrive that day We also then received notice of this complaintWe have tracked the shipment ourselves, and show it was delivered the morning of 8/14.We now consider this matter completed and closedRegards, [redacted] Ceaco, Gamewright, Brainwright-Customer Service [redacted] ***
We do not sell directly to consumers The links on the website go through a service called Shopatron, who partners with local retailers with online sales to fulfill consumer orders directly Her order would have been fulfilled by one of those retailers, and there should have been information regarding refunds/returns with her orderHere is a link to their page [redacted] We were going to send # [redacted] , Beauty and the Beast Falling in Love and # [redacted] , Winnie the Pooh If you don't want those, go to www.ceaco.com, and select any other puzzles, up to four We make millions of puzzles each year, and the rate of defects is less than 1% The reason we request the defective product and QC tag is so that the manufacturing plant can work towards lowering that number even more We do apologize you received more than one puzzle with problems It is not a "common" occurrence, but it does happen, and the vast majority of our customers have found them more than satisfyingTo reiterate, we will not refund any money for purchases through direct retailers We will send replacement puzzles We have already doubled our offer of additional free puzzles, which has a retail value of up to $ This should now satisfy this complaint
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
There's a reason the company doesn't have time to reply to all complaints. Maybe that's because the customer services isn't to concerned with customer satisfaction or they are so stacked up with complaints of defected puzzles. My issue is not being addressed directly. I already have all but one puzzle from the Disney collection and I'm sure the two that would be sent to me will have a defect. I never received an email regarding my second complaint. I also don't understand how the company doesn't sell directly to customers when you can buy straight off their website. I want a refund considering I've had to throw away two of the puzzles already and I still have quite a few to yet begin with no knowledge of how many more I'll have to throw away. Sending me a couple puzzles does not resolve the issue. Postage May be cheap but I'm still out almost a hundred dollars.
We have received the consumer complaint below, researched the background on her case, and have concluded it to our satisfaction. Ms. [redacted] contacted us regarding a defective product, and we offered her a replacement. Though there were some unexpected delays in sending the replacement,...
she did receive a new product as promised. On 7/4/17, we received the first inquiry from Ms. [redacted] about a missing piece from a jigsaw puzzle she had recently purchased. We responded the next day letting her know we would send a new puzzle. We asked her to send her mailing info to our quality control department at the fulfillment warehouse. On 7/20, the warehouse received the information. They processed a replacement puzzle mailing on 7/28 via [redacted]. On 7/30, Ms. [redacted] emailed us that she had not received her puzzle. We responded that it may still be in transit. During the week of 8/1-4, our consumer care rep was out of the office for health reasons. During this time, Ms. [redacted] sent daily emails with increasingly angry messages. The following Monday, 8/7, we determined with the warehouse that the package must have been lost in the mail. We informed Ms. [redacted], and offered to send another puzzle from our office, via Priority Mail with tracking. That was sent out by Friday, 8/11. Over that weekend, we received several more angry emails from Ms. [redacted]. On Monday, 8/14, we responded with the tracking information that it should arrive that day. We also then received notice of this complaint. We have tracked the shipment ourselves, and show it was delivered the morning of 8/14.We now consider this matter completed and closed. Regards,[redacted]Ceaco, Gamewright, Brainwright-Customer Service [redacted]
[redacted]
[redacted]
I accept the ending of this but those "Angry" emails would not have happened if the puzzle made it to me the first time. Excuses, excuses. You say it'll be shipped then make sure it gets there. How many times did I have to write ya? Then wait yet again. Sorry but I'm not the BAD GUY here!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I have researched this customer's history with our consumer care department and have found the following information. On Feb 2, 2015 we received the initial email complaint through our website.That same day, our consumer care rep sent our standard response. In it we clearly list our...
requirements for receiving a replacement puzzle. On Feb 10, 2015, we received the second email complaint in response to our first reply. At that point, our Consumer Care rep (a retired widow and longtime puzzler herself) sent the request directly to our front office administrator. We then sent Ms. [redacted] a brand new puzzle. It was sent on Feb 13, 2015. We do not sell directly to consumers, so we have no control over retailers' refund policies. When a consumer contacts us directly, we offer a replacement puzzle. In order to verify they receive the correct or comparable replacement and to ensure that our quality control department is aware of the problem, we request the consumer return the defective puzzle or pieces in a bag, the QC tag included with the original packaging, and the removed side panel of the box with UPC barcode to the manufacturer. All of this can fit in a soft envelope, which is relatively inexpensive to send via US Mail. Once received at the manufacturer, their Quality Control department reviews the defects and processes the replacement mailing. We are clear about the time frame for this process, and it can take from one to two months at certain times of year. We checked with our manufacturing facility, and the requested defective puzzle and product specific information was never received there. So we don't actually have any proof or record of the physical complaints, but we did send her a new puzzle within two weeks of her initial complaint. Though each transaction is monitored by our sole Consumer Care rep, we don't always have time to address every consumer inquiry in specific detail. But, we have put several processes into place to help resolve any complaints with relative ease. This includes the standard letter, with instructions for returning a defective puzzle and receiving a new, replacement puzzle. At this time, we will send Ms. [redacted] two additional new puzzles in that same artist series. We now consider this matter closed. _____________________________________________________________________...⇄ [redacted]-[redacted]@hotmail.com]Sent: Tuesday, February 10, 2015 2:58 PMTo: Ceaco Consumer CareSubject: RE: unprofessional costumer service practices For a mistake made by this company, wether it's an eleven dollar puzzle or the actual [redacted] original worth a few thousand dollars, this is the response I get. Not only do I have to waste more time stressing the incompetence of this customer service, but also more money on postage and more time figuring out how I can get to a printer to have a hard copy of my previous emails just to have to wait over a month for my issues to be resolved. This must be the way companies get around fixing their mistakes, by creating a labyrinth of tasks assigned for me to do in order to be compensated for their poor quality of work. As a customer, and let us remember the customer is always right, I expect a better answer. Not excuses of weather and a headache of a way to fix your problem just so that you can't hope I give up and you'll never hear back from me again. If one of your excuses is having to make sure you are getting back to other customer emails in a fairly and timely manner then I suggest you take another walkthrough of the company and see the issues that need to be fixed. Machines, careless employees, whatever that may be it is not my problem and customer services job is to fix my problem not for me, the customer, to be the one to tell you what is wrong in this situation. ________________________________________________________________________________...⇄ From: puzzles[redacted]> To: [redacted]-[redacted]@hotmail.com> Subject: RE: unprofessional costumer service practices> Date: Mon, 2 Feb 2015 19:52:34 +0000> > Dear [redacted]:> > I'm sorry it has taken so long to respond to your email, but we are doing the best we can to reply to all customers who have questions, but with the holiday season and the winter storms, we are just backlogged.> > We will be happy to send a replacement copy of the Pinocchio puzzle to you. > > Please send a copy of your email message, the white inspection tag if you have it and the UPC barcode cut from the side of the box (do not send the entire puzzle or box), to the following address: >> > Please allow 6 to 8 weeks for delivery of your new puzzle.> > [redacted]> Customer Service> > Please like us on www.facebook.com/ceacopuzzles> > ________________________________________> From: [redacted]-[redacted]@hotmail.com [[redacted]-[redacted]@hotmail.com]> Sent: Monday, February 02, 2015 2:45 PM> To: Ceaco Consumer Care> Subject: unprofessional costumer service practices> > comments: I am very dissatisfied with the amount of time it is taking to get a response from my previous complaint submission. I will be forced to consult the Revdex.com for the unprofessionalism and poor quality of product. The puzzle is clearly badly crafted. I can provide photos. I've worked amongst printing machines and dye cutters and I understand when things can get off balance or molds can get low and cut poorly and improperly, But it does not excuse why these things were not quality checked. I am pressing my issue because I do not want to see this continue to happen. I am a stay at home mother with anxiety issues the prevent me from working and as a hobby and something I'd like to do for my daughter I puzzle. As you have probably concluded, it is not ideal for the average middle-class family to have a soul provider. Money is limited. So these puzzles are "treats" and it is a shame that it will end up in the garbage.> __________________________________________________________________...⇄
We do not sell directly to consumers. The links on the website go through a service called Shopatron, who partners with local retailers with online sales to fulfill consumer orders directly. Her order would have been fulfilled by one of those retailers, and there should have been information regarding refunds/returns with her order. Here is a link to their page.. [redacted] We were going to send #[redacted], Beauty and the Beast Falling in Love and #[redacted], Winnie the Pooh 1. If you don't want those, go to www.ceaco.com, and select any other puzzles, up to four. We make millions of puzzles each year, and the rate of defects is less than 1%. The reason we request the defective product and QC tag is so that the manufacturing plant can work towards lowering that number even more. We do apologize you received more than one puzzle with problems. It is not a "common" occurrence, but it does happen, and the vast majority of our customers have found them more than satisfying. To reiterate, we will not refund any money for purchases through direct retailers. We will send replacement puzzles. We have already doubled our offer of additional free puzzles, which has a retail value of up to $80. This should now satisfy this complaint.