Initial Business Response /* (1000, 5, 2015/10/20) */
The customer placed the order on 9/19/2015 @ 1:46pm. It was shipped, via FedEx SmartPost on 9/22/2015 @3:51pm to the address with which we were provided, by the customer, at the time of purchase. At that time, it was assigned a tracking number...
(XXXXXXXXXXXXXXXXXXXXXX). According to verified FedEx tracking, that item was delivered on 9/29/15 at 1:42pm. Because it was shipped via FedEx Smart Post, the actual, local delivery was via USPS.
We were first contacted by this customer on 10/2/15 with the complaint that the item had not been received. We passed along the tracking informationincluding the delivery confirmationto her at that time and asked us to verify the address. After doing so, she informed us that she a) did not actually live IN the city the package was delivered to; and b) that she believed that the local post office "messes up" deliveries to this address "all the time." Given this new information, we suggested that she ask the local addressee to contact the local office and request assistance with locating the package. This is standard practice for local delivery issues due to the fact that, from our location (we are in Oklahoma), we simply do not have access to the local postal carrier/post office. Additionally, we gave her instructions on how to initiate a package trace. However, because such traces can take as long as 4 weeks to be resolved, we strongly recommended a local follow-up. This is because, in our experience (we've been in this business over 10 years), a customer can often walk into their local post office, speak to a local postal employee about the issue, and walk out with their package (or at least a definitive resolution) the same day. Unfortunately, the customer indicated that she was unwilling to contact her local post office and insisted again that WE needed "find" the package. We again explained that, as far as we were able to tell from our end, it had been delivered. At that point, she ceased communication with us and filed a dispute with her credit card company. As far as we know, no decision has yet been made regarding that dispute.
While we sympathize with the customer's frustration, it simply does not make sense to send a replacement at this time considering a) there is an open charge dispute pending. And, b) the customer seems to be asking us to send the replacement to the same, problematic (at least according to her) address. IF the credit card charges don't end up being reversed by her credit card company, we would be willing to process a refund for her. However, we are unable to send a replacement item, as requested in this complaint, due to the problems the customer has repeatedly alluded to.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After being advised to contact the local post office, I contacted the person for whom the gift was sent. I requested he ask his neighbors whether anyone had received the package. I also requested he contact his local post office, which he immediately did. The post office is looking into it. None of his neighbors saw or heard anything of the package. Another item was sent to that address at the same time from a different company and it arrived without any issues as have dozens of others in the past.
One other interesting item to take note of: a new company contacted me regarding purchasing delivery insurance for future packages sent. This came immediately after I notified this company of the missing item.
I contacted my credit card company and the Revdex.com because there was no resolution in sight. The package is still missing a month after being ordered. If it is received where ordered, I will cancel the credit card refund request, which is temporary (until resolved) by the way.
Final Business Response /* (4000, 9, 2015/10/21) */
Again, we are sorry that the customer can not locate her item. However, again, we are not able to ship another item to this very obviously problematic address. Additionally, we can not process a refund until the CC company makes a decision regarding the disputewhich, by the way, is NOT temporary. The company either will or will not return the customer's charges to her card after they complete their investigation. Until that is resolved one way or the other, we cannot move forward. In any case, as previously noted, we are unable to ship a new item to the same, apparently problematic address. The best we can do at this point is a refund if the dispute is not resolved in the customer's favor.
Finally, we are a small, family-owned store in OK that has been in this business for over 10 years.
During that time, we have earned an "A" rating with Revdex.com, a 96% positive/4.8 out of 5 star rating on Amazon.com and a 99% positive rating on Ebay. None of those things would be possible were we, as the customer implies with her "interesting" piece of information, to somehow be in cahoots with another company to offer insurance after intentionally losing packages. WE are not the ones saying the package was delivered. Federal Express AND the United States Postal Service are the ones who have confirmed the delivery.
At this point, we will wait for the decision by the customer's credit card company, and then make a decision regarding a refund for the customer at that time. That is the best we can do.
Initial Business Response /* (1000, 5, 2015/05/16) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@championsondisplay.com
This customer ordered two items through walmart.com, on May 13th @ 9:21am, to be fulfilled by us. Apparently, (based on the...
customer's complaint), these items were only part of a larger order of several items. However, it is worth noting that there were only two items that were sold and shipped by us. We have no knowledge of or control over how the "other items" he references in his complaint were shipped.
Unfortunately, at the time of purchase, the customer provided an address that is ineligible for USPS servicewhich is the carrier service we use. In the vast majority of cases in which a customer knows he/she is providing an address that is not eligible for USPS delivery, they will provide an alternate address (usually a post office box) at the time of purchase. Or, if they don't have an PO Box (which this customer does, as he provided it to us after the fact.) we can, and will, make arrangements to ship via an alternate carrier. Unfortunately, in this case, the customer gave us absolutely no advance notice that the address provided was ineligible for USPS delivery. Therefore, we shipped the item to the address provided to us, in accordance with our contract with Walmart.
When the customer realized the mistake, he contacted us to ask that we "call the post office" and ask to change the address on the package. Unfortunately, this is not an option. The post office will not pull out and print a new label for a package already in their system. We informed the customer of that fact, but told him that he could contact his local postal facility and ask them to hold the package there for him to pick up. Again, in the vast majority of cases where this circumstance has been an issue, we have found that local post offices are more than happy to do just that and customers have been successful in receiving their packages that way. Alternately, we told him that, when the item is returned to us (and, it will be returned to us when the address is determined to be invalid), we would be happy to re-ship it to him at that time.
At that time, the customer insisted that the he had been told that the shipper can and should ask that the address be changed. After consulting with OUR local post office (in a good-faith attempt to acquiesce to this demand), and being told once again that such a thing absolutely is NOT possible, we contacted the customer to ask him if he could let us know where he'd gotten that information and re-iterated to him that we'd been told such a thing was impossible. At that point, he ceased communication with us and filed this complaint.
We are happy to re-ship the item to a different address OR provide the customer with a full refund as soon as the item is returned to our offices. However, we are not able to process a refund until we have the item in hand. According to the USPS tracking information on this item, it is currently at the post office in Texas and has been flagged as having been "delayed", presumably due to this issue. We anticipate the item will be returned to us within the next several days and will be happy to process a refund at that time.
At all times, we have been patient with and polite to the customer, offering him several different options for the resolution of this issue. And we are very sorry he is unhappy and does not yet have his items. However, in the end, we have done absolutely everything according to ourand walmart.com'sstated procedures. We shipped the exact items he ordered, to the address provided to us, within 24 hours of purchase. We had absolutely no way of knowing that the address with which we were provided was invalid. And we were given no advance information whatsoever to that effect, so as to have been able to forestall this unfortunate circumstance.
Upon request, any/all copies of the email correspondence between Champions On Display and this customer are available to be provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure this company actually has anyone answering their phones. I have called numerous times looking to speak with a live person and only get emailed responses back.
I do not agree with this answer. Coming from a manufacturing business with our own customer service department, I would rate their service a 1 out of 10. Most packages are shipped via Fed Ex or UPS, if this company chooses to ship USPS there should have been somewhere on Walmart.com stating that. I would of known then to provide a different address. This was a part of a larger order and every other company shipped Fed Ex from the start.
I got the information from the Post Office customer service line. They stated the shipped can log into the USPS account and change the delivery address and I expressed this already once. I will continue to wait another week for my requested refund even though this company can see there is a delivery issue.
If one of my customers call with a delivery issue we sent a replacement out first and deal with the shipping carrier second. It is part of being a customer service based business. With this company not willing to on good faith ship a replacement while they wait for the return I have ordered these goods from another vendor and will not use them again. I still am waiting for my refund.
Final Business Response /* (4000, 10, 2015/05/31) */
On May 26th, at 2:00pm, after Mr. [redacted]'s undeliverable package was returned to our warehouse, we returned 100% of Mr. [redacted]'s funds to Walmart.com. Walmart.com is the entity that actually handles all of the financial transactions (we do not have access to any of his financial information). Therefore, they are the entity that actually processes the final refund. However, by this point in time, the refund should be complete and he should have received notice, from Walmart, that his funds had been returned to whatever payment method he used at checkout. If he, as he claims, is still waiting on his refund, he needs to contact Walmart.com directly.
Because Mr. [redacted] has received the refund he requested, we respectfully request that this case be closed.
This customer has already received a full and complete refund of all charges, without being asked to return his merchandise AND we have notified him of this fact.
Initial Business Response /* (1000, 5, 2015/10/20) */
The customer placed the order on 9/19/2015 @ 1:46pm. It was shipped, via FedEx SmartPost on 9/22/2015 @3:51pm to the address with which we were provided, by the customer, at the time of purchase. At that time, it was assigned a tracking number...
(XXXXXXXXXXXXXXXXXXXXXX). According to verified FedEx tracking, that item was delivered on 9/29/15 at 1:42pm. Because it was shipped via FedEx Smart Post, the actual, local delivery was via USPS.
We were first contacted by this customer on 10/2/15 with the complaint that the item had not been received. We passed along the tracking informationincluding the delivery confirmationto her at that time and asked us to verify the address. After doing so, she informed us that she a) did not actually live IN the city the package was delivered to; and b) that she believed that the local post office "messes up" deliveries to this address "all the time." Given this new information, we suggested that she ask the local addressee to contact the local office and request assistance with locating the package. This is standard practice for local delivery issues due to the fact that, from our location (we are in Oklahoma), we simply do not have access to the local postal carrier/post office. Additionally, we gave her instructions on how to initiate a package trace. However, because such traces can take as long as 4 weeks to be resolved, we strongly recommended a local follow-up. This is because, in our experience (we've been in this business over 10 years), a customer can often walk into their local post office, speak to a local postal employee about the issue, and walk out with their package (or at least a definitive resolution) the same day. Unfortunately, the customer indicated that she was unwilling to contact her local post office and insisted again that WE needed "find" the package. We again explained that, as far as we were able to tell from our end, it had been delivered. At that point, she ceased communication with us and filed a dispute with her credit card company. As far as we know, no decision has yet been made regarding that dispute.
While we sympathize with the customer's frustration, it simply does not make sense to send a replacement at this time considering a) there is an open charge dispute pending. And, b) the customer seems to be asking us to send the replacement to the same, problematic (at least according to her) address. IF the credit card charges don't end up being reversed by her credit card company, we would be willing to process a refund for her. However, we are unable to send a replacement item, as requested in this complaint, due to the problems the customer has repeatedly alluded to.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After being advised to contact the local post office, I contacted the person for whom the gift was sent. I requested he ask his neighbors whether anyone had received the package. I also requested he contact his local post office, which he immediately did. The post office is looking into it. None of his neighbors saw or heard anything of the package. Another item was sent to that address at the same time from a different company and it arrived without any issues as have dozens of others in the past.
One other interesting item to take note of: a new company contacted me regarding purchasing delivery insurance for future packages sent. This came immediately after I notified this company of the missing item.
I contacted my credit card company and the Revdex.com because there was no resolution in sight. The package is still missing a month after being ordered. If it is received where ordered, I will cancel the credit card refund request, which is temporary (until resolved) by the way.
Final Business Response /* (4000, 9, 2015/10/21) */
Again, we are sorry that the customer can not locate her item. However, again, we are not able to ship another item to this very obviously problematic address. Additionally, we can not process a refund until the CC company makes a decision regarding the disputewhich, by the way, is NOT temporary. The company either will or will not return the customer's charges to her card after they complete their investigation. Until that is resolved one way or the other, we cannot move forward. In any case, as previously noted, we are unable to ship a new item to the same, apparently problematic address. The best we can do at this point is a refund if the dispute is not resolved in the customer's favor.
Finally, we are a small, family-owned store in OK that has been in this business for over 10 years.
During that time, we have earned an "A" rating with Revdex.com, a 96% positive/4.8 out of 5 star rating on Amazon.com and a 99% positive rating on Ebay. None of those things would be possible were we, as the customer implies with her "interesting" piece of information, to somehow be in cahoots with another company to offer insurance after intentionally losing packages. WE are not the ones saying the package was delivered. Federal Express AND the United States Postal Service are the ones who have confirmed the delivery.
At this point, we will wait for the decision by the customer's credit card company, and then make a decision regarding a refund for the customer at that time. That is the best we can do.
Initial Business Response /* (1000, 5, 2015/05/16) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@championsondisplay.com
This customer ordered two items through walmart.com, on May 13th @ 9:21am, to be fulfilled by us. Apparently, (based on the...
customer's complaint), these items were only part of a larger order of several items. However, it is worth noting that there were only two items that were sold and shipped by us. We have no knowledge of or control over how the "other items" he references in his complaint were shipped.
Unfortunately, at the time of purchase, the customer provided an address that is ineligible for USPS servicewhich is the carrier service we use. In the vast majority of cases in which a customer knows he/she is providing an address that is not eligible for USPS delivery, they will provide an alternate address (usually a post office box) at the time of purchase. Or, if they don't have an PO Box (which this customer does, as he provided it to us after the fact.) we can, and will, make arrangements to ship via an alternate carrier. Unfortunately, in this case, the customer gave us absolutely no advance notice that the address provided was ineligible for USPS delivery. Therefore, we shipped the item to the address provided to us, in accordance with our contract with Walmart.
When the customer realized the mistake, he contacted us to ask that we "call the post office" and ask to change the address on the package. Unfortunately, this is not an option. The post office will not pull out and print a new label for a package already in their system. We informed the customer of that fact, but told him that he could contact his local postal facility and ask them to hold the package there for him to pick up. Again, in the vast majority of cases where this circumstance has been an issue, we have found that local post offices are more than happy to do just that and customers have been successful in receiving their packages that way. Alternately, we told him that, when the item is returned to us (and, it will be returned to us when the address is determined to be invalid), we would be happy to re-ship it to him at that time.
At that time, the customer insisted that the he had been told that the shipper can and should ask that the address be changed. After consulting with OUR local post office (in a good-faith attempt to acquiesce to this demand), and being told once again that such a thing absolutely is NOT possible, we contacted the customer to ask him if he could let us know where he'd gotten that information and re-iterated to him that we'd been told such a thing was impossible. At that point, he ceased communication with us and filed this complaint.
We are happy to re-ship the item to a different address OR provide the customer with a full refund as soon as the item is returned to our offices. However, we are not able to process a refund until we have the item in hand. According to the USPS tracking information on this item, it is currently at the post office in Texas and has been flagged as having been "delayed", presumably due to this issue. We anticipate the item will be returned to us within the next several days and will be happy to process a refund at that time.
At all times, we have been patient with and polite to the customer, offering him several different options for the resolution of this issue. And we are very sorry he is unhappy and does not yet have his items. However, in the end, we have done absolutely everything according to ourand walmart.com'sstated procedures. We shipped the exact items he ordered, to the address provided to us, within 24 hours of purchase. We had absolutely no way of knowing that the address with which we were provided was invalid. And we were given no advance information whatsoever to that effect, so as to have been able to forestall this unfortunate circumstance.
Upon request, any/all copies of the email correspondence between Champions On Display and this customer are available to be provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure this company actually has anyone answering their phones. I have called numerous times looking to speak with a live person and only get emailed responses back.
I do not agree with this answer. Coming from a manufacturing business with our own customer service department, I would rate their service a 1 out of 10. Most packages are shipped via Fed Ex or UPS, if this company chooses to ship USPS there should have been somewhere on Walmart.com stating that. I would of known then to provide a different address. This was a part of a larger order and every other company shipped Fed Ex from the start.
I got the information from the Post Office customer service line. They stated the shipped can log into the USPS account and change the delivery address and I expressed this already once. I will continue to wait another week for my requested refund even though this company can see there is a delivery issue.
If one of my customers call with a delivery issue we sent a replacement out first and deal with the shipping carrier second. It is part of being a customer service based business. With this company not willing to on good faith ship a replacement while they wait for the return I have ordered these goods from another vendor and will not use them again. I still am waiting for my refund.
Final Business Response /* (4000, 10, 2015/05/31) */
On May 26th, at 2:00pm, after Mr. [redacted]'s undeliverable package was returned to our warehouse, we returned 100% of Mr. [redacted]'s funds to Walmart.com. Walmart.com is the entity that actually handles all of the financial transactions (we do not have access to any of his financial information). Therefore, they are the entity that actually processes the final refund. However, by this point in time, the refund should be complete and he should have received notice, from Walmart, that his funds had been returned to whatever payment method he used at checkout. If he, as he claims, is still waiting on his refund, he needs to contact Walmart.com directly.
Because Mr. [redacted] has received the refund he requested, we respectfully request that this case be closed.
This customer has already received a full and complete refund of all charges, without being asked to return his merchandise AND we have notified him of this fact.