CheerZone

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Thank you for taking the time to speak to me on the phone earlier today I am happy that we have been able to resolve all of your concerns 1) We requested a rush on the vest embroidery (the one vest with the mispelled name) and it should ship out this week2) We have requested a rush on the embroidery for the bags and they should ship out next week We will include a return label with the new bags so you can return the defective bags as well as the blank bags Please email Emily with the names you need embroidered on these bags so she can proceed asap.3) You have agreed to continue to use the or vests you have, with the smaller tackle twill than the others, for the remainder of this season Next year, we will replace up to vests with the proper size tackle twill and we have also offered you a 20% discount on any additional uniforms you order next yearI am very sorry for the trouble you experienced this year with your order and appreciate your patience in resolving all of the concerns Should you have any further concerns, please feel free to contact Emily or myself[redacted] , Director of OperationsKatamy Corporation, [redacted] **, [redacted] , MI

RE:? ? ? ? ? ? ? ? Revdex.com Case # [redacted] Order # [redacted] ? [redacted] ? Dear [redacted] , ? Thank you for your letter regarding our customer [redacted] .? ? On 11/17/we received a uniform order (# [redacted] ) from [redacted] , placed by [redacted] .? The vests on this order were customized, but the skirts were stock itemsThe purchase order was received on 11/30/and the order was then processed and shipped to the customer on 12/13/16.? ? [redacted] called yesterday (1/17/17) to exchange vest and skirts and she also asked about ordering additional uniforms.? Since the skirts are stock skirts, there is no problem exchanging them.? Although the vest is custom and normally cannot be returned or exchanged, we did agree to exchange the one vest for her.? ? The problem came in when she was explained that our factory which is located in China will be closed beginning next week for the Chinese New Year, so production on custom orders will be delayed until February 14th.? I should note that custom orders normally have a week production time (advertised in our catalog and online), and the time is not guaranteed, so this additional delay is only a few days more than normal.? Had the order been placed on the 17th when [redacted] called, there was a very good chance we could have completed it and shipped before the factory closes next week, but we weren’t able to 100% guarantee this, so [redacted] choose not to order? [redacted] said that she had explained to the customer service rep when she placed her 11/17/order that she would be placing additional orders (I believe she was waiting for payment from other individuals), and the rep did not tell her about the factory closing.? That would be true, as the customer service rep would have no idea just when those additional orders would be placed.? Our factory is very cooperative and works extra hours before and after their Chinese New Year holiday to try to keep our schedule of weeks production.? Normally the delay during this time is only a few days up to one week, and since our production time is not guaranteed, it is not normally a concern.? In the cheerleading industry, customized uniforms can take many weeks, and we take pride in having one of the shortest production times in the industry? I am very sorry that the new order [redacted] wanted to place possibly would have been delayed over weeks, and understand that this would have caused her aggravation, but since we don’t make our uniforms on site, we really do not have a solution, other than sending her stock vests without the customization.? The original order was fulfilled in full, and since the vest have been customized, they are not returnable.? However, the skirts are stock items, so if they have not been worn, they can easily be returned for credit.? ? Today, I have learned that [redacted] placed a new order yesterday (1/18) for two stock vests (without customization) and two skirts, so I believe this problem has been resolved.? I also asked our customer service rep to email [redacted] to suggest she go ahead and also order with the customization so we can try to get her order completed before the factory is closed.? This would give her a chance of getting her items in time, and if not, she would still have the stock vests to use if needed.? The stock vests (without customization) can then be returned for credit if the custom vests arrive in time.? [redacted] emailed back that she was going forward with the non-customized vests and is currently working on getting a PO sent over for the order? Once again, it is always our aim to make sure the customer is completely satisfied with their orders and it is unfortunate that the timing of this order created a problem.? I would also like to apologize, as she felt she was treated rudely by the Customer Service Representative, which is never acceptable.? Should you have any further questions, please contact me directly.? Thank you for your assistance in trying to resolve this dispute? Sincerely, ? ? ? Patsy [redacted] CheerZone®

Thank you for bringing this concern to my attention. I have researched the account information and find that *** has spoken with you today and has done what she can to resolve the situation. We are very sorry that your order was overlooked in the first place and have been told by our
manufacturer that the order shipped today, however, it ships direct to you from ***, so we are still waiting on the tracking information. *** will notify you when she has the tracking on your custom order. In the meantime, *** has also sent out in-stock uniforms to you today so you will receive them on Monday. If your custom order does not arrive in time, you are welcome to use the in-stock uniforms until your order arrives, so you do not need to miss any performances. We have included a return shipping label for you to return the in-stock uniforms, once your custom order arrives.Do to this delay in your custom order, we have given you a 25% discount off your order, and hope that you will accept the discount along with our apology. We try hard to fulfill every order in a timely manner, and I am so sorry that your order was overlooked. Sincerely,*** ***DirectorCheerZone###-###-####

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
While I know it shows delivered and the package has not been located I would like either the items or a refundIt’s not fair for me to pay for items I never gotAnd as a big company in the cheer world you would want to make it right.
Regards,
*** ***

We received a web order from this customer on 6/21/for shoe and brief. The order shipped in full by USPS Priority mail on 6/22/to *** *** *** ***, FL USPS Tracking number 94***81772581029. Per the USPS, this order was delivered in or at the
mailbox at 3:pm on June 25, 2018. I am very sorry, but we cannot re-ship an order that was already delivered. If the customer in not able to locate the package, they should call their local post office, or if they feel it was stolen, they should call their local police to make a report.Here is the tracking information from USPS:June 25, 2018, 3:pmDelivered, In/At MailboxBROOKSVILLE, FL 34604 Your item was delivered in or at the mailbox at 3:pm on June 25, in BROOKSVILLE, FL

Thank you for bringing this concern to my attention. I have researched the account information and find that *** has spoken with you today and has done what she can to resolve the situation. We are very sorry that your order was overlooked in the first place and have been told by our
manufacturer that the order shipped today, however, it ships direct to you from ***, so we are still waiting on the tracking information. *** will notify you when she has the tracking on your custom order. In the meantime, *** has also sent out in-stock uniforms to you today so you will receive them on Monday. If your custom order does not arrive in time, you are welcome to use the in-stock uniforms until your order arrives, so you do not need to miss any performances. We have included a return shipping label for you to return the in-stock uniforms, once your custom order arrives.Do to this delay in your custom order, we have given you a 25% discount off your order, and hope that you will accept the discount along with our apology. We try hard to fulfill every order in a timely manner, and I am so sorry that your order was overlooked. Sincerely,*** ***DirectorCheerZone###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

RE:? ? ? ? ? ? ? ? Revdex.com Case #*** Order #***? *** *** *** ? Dear ***, ? Thank you for your letter regarding our customer *** ***.? ? On 11/17/we received a uniform order (#***) from *** *** ***,
placed by *** ***.? The vests on this order were customized, but the skirts were stock itemsThe purchase order was received on 11/30/and the order was then processed and shipped to the customer on 12/13/16.? ? *** called yesterday (1/17/17) to exchange vest and skirts and she also asked about ordering additional uniforms.? Since the skirts are stock skirts, there is no problem exchanging them.? Although the vest is custom and normally cannot be returned or exchanged, we did agree to exchange the one vest for her.? ? The problem came in when she was explained that our factory which is located in China will be closed beginning next week for the Chinese New Year, so production on custom orders will be delayed until February 14th.? I should note that custom orders normally have a week production time (advertised in our catalog and online), and the time is not guaranteed, so this additional delay is only a few days more than normal.? Had the order been placed on the 17th when *** called, there was a very good chance we could have completed it and shipped before the factory closes next week, but we weren’t able to 100% guarantee this, so *** choose not to order? *** said that she had explained to the customer service rep when she placed her 11/17/order that she would be placing additional orders (I believe she was waiting for payment from other individuals), and the rep did not tell her about the factory closing.? That would be true, as the customer service rep would have no idea just when those additional orders would be placed.? Our factory is very cooperative and works extra hours before and after their Chinese New Year holiday to try to keep our schedule of weeks production.? Normally the delay during this time is only a few days up to one week, and since our production time is not guaranteed, it is not normally a concern.? In the cheerleading industry, customized uniforms can take many weeks, and we take pride in having one of the shortest production times in the industry? I am very sorry that the new order *** wanted to place possibly would have been delayed over weeks, and understand that this would have caused her aggravation, but since we don’t make our uniforms on site, we really do not have a solution, other than sending her stock vests without the customization.? The original order was fulfilled in full, and since the vest have been customized, they are not returnable.? However, the skirts are stock items, so if they have not been worn, they can easily be returned for credit.? ? Today, I have learned that *** placed a new order yesterday (1/18) for two stock vests (without customization) and two skirts, so I believe this problem has been resolved.? I also asked our customer service rep to email *** to suggest she go ahead and also order with the customization so we can try to get her order completed before the factory is closed.? This would give her a chance of getting her items in time, and if not, she would still have the stock vests to use if needed.? The stock vests (without customization) can then be returned for credit if the custom vests arrive in time.? *** emailed back that she was going forward with the non-customized vests and is currently working on getting a PO sent over for the order? Once again, it is always our aim to make sure the customer is completely satisfied with their orders and it is unfortunate that the timing of this order created a problem.? I would also like to apologize, as she felt she was treated rudely by the Customer Service Representative, which is never acceptable.? Should you have any further questions, please contact me directly.? Thank you for your assistance in trying to resolve this dispute? Sincerely, ? ? ? Patsy *** CheerZone®

Thank you for taking the time to speak to me on the phone earlier today.? I am happy that we have been able to resolve all of your concerns.? 1) We requested a rush on the? vest embroidery (the one vest with the mispelled name)? and it should? ship out this week.? 2) We
have requested a rush on the embroidery for the bags and they should ship out next week.? We will include a return label with the new bags so you can return the defective bags as well as the blank bags.? Please email Emily with the names you need embroidered on these bags so she can proceed asap.3) You have agreed to continue to use the or vests you have, with the smaller tackle twill than the others, for the remainder of this season.? Next year, we will replace up to vests with the proper size tackle twill and we have also offered you a 20% discount on any additional uniforms you order next year.? I am very sorry for the trouble you experienced this year with your order and appreciate your patience in resolving all of the concerns.? Should you have any further concerns, please feel free to contact Emily or myself.*** ***, Director of OperationsKatamy Corporation, *** * *** **, ***, MI? ? ? ?

Thank you for taking the time to speak to me on the phone earlier today.  I am happy that we have been able to resolve all of your concerns.  1) We requested a rush on the vest embroidery (the one vest with the mispelled name) and it should ship out this week. 2) We...

have requested a rush on the embroidery for the 4 bags and they should ship out next week.  We will include a return label with the 4 new bags so you can return the 4 defective bags as well as the 4 blank bags.  Please email Emily with the 4 names you need embroidered on these bags so she can proceed asap.3) You have agreed to continue to use the 5 or 6 vests you have, with the smaller tackle twill than the others, for the remainder of this season.  Next year, we will replace up to 6 vests with the proper size tackle twill and we have also offered you a 20% discount on any additional uniforms you order next year. I am very sorry for the trouble you experienced this year with your order and appreciate your patience in resolving all of the concerns.  Should you have any further concerns, please feel free to contact Emily or myself.[redacted], Director of OperationsKatamy Corporation, [redacted] [redacted], [redacted], MI  48744