Christmas Central

First and foremost, we are very sorry if our email response to the customer came off as us not believing what she was sayingThat was not our intention by any means, and we do apologize about thatFor us to be able to assist a customer correctly, we need to have a clear understanding of exactly what the issue isWhen the customer first emailed us, it was stated that the order was not correct, and that sets of lights were ordered, but only set of lights was receivedTo us that could mean that the customer received only set of what she ordered, or that she only received set of lights, but they were different from what was on the orderThe customer then stated in another email that the order was incorrect and damagedSo at that point, we needed to figure out exactly what was the issue wasIn our email, we did apologize for the delay in our response, and advised that this is our busiest time of the year, and we had reached an extremely high volume of emails and calls, but we were working to get all emails and calls answered as quickly as possibleIt was also advised that we needed to get a better understanding of the issue, and asked for clarification on the issue.The customer did respond with clarification and we have since issued a full refund back to the customerThe customer was also advised of thisWe explained that we would not be needing the damaged set of lights back

Resolved through Gordon Company and *** *** Resolution of Buyer Complaint Case * ***

After review we will process refund

The USPS tracking number for this is ***The order was processed
and the shipping generated earlier this morningThis is shipping via Priority 2-Day Mail. Please allow 12-hours for the tracking information to be updated on the USPS site. Please let us know if there are any questions. Thanks

First and foremost, this order has been refunded at this pointThe order had not yet shipped when the customer contacted usIt was still being processed by the warehouseYes we do have a glitch in our system which we are trying to work through and figure outThat has not yet been resolvedOur
internal PO number has been uploaded as tracking on some of our ordersWe have apologized for this, but unfortunately we do not know why it is happening, and all that we can do is try to get to the bottom of it and get it resolved. As far as money being accepted from the customer when the order had not shippedI'm afraid this is how the majority of all online companies worksPayment is submitted for an order when the order is placedThat is practiceThe only online site where payment is not accepted until an order is shipped is ***So as far as that goes, we have not done anything wrong and apologize if the customer feels that way. As stated the customer has been refunded in full for the order, and we have considered this closed on our end

We are very sorry for any inconvenience caused with the orderThe return has been received by our warehouse, and the refund has since been processedThe refund was issued back to the credit card used on the order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The customer was advised today that the refund had been submitted to our billing department on the 14th and to allow up to a few business days for it to be issuedThe refund has since been issued

We are unable to validate our fulfillment warehouse has processed this order as we do not have tracking through UPS We apologize for the inconvenience and will submit for a refund

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I did receive the blanket just this week. Thank you for your assistance with this complaint.Regards, *** ***

It is no problemI have forwarded the new email address to the manufacturerThey will be sending a new label to the updated email address. Thanks

This order was placed on 1/27/The order was delivered via UPS on 2/1/The tracking number is: ***The very first time we heard anything regarding this order was on 3/27/17, when a *** rep contacted usThe *** rep advised that the replacement umbrella was also damaged
The *** rep was advised that we have had no correspondence regarding this order, and that no replacement was ever shippedThe *** rep then advised that the notes were incorrect on the order, and that the issue was pertaining to a different umbrella on the same orderMeaning that the customer also purchased another umbrella from another vendor, since our order was only for umbrella and we had heard of no issues from this customerThen on 4/3/17, more than months after the order was received, the customer contacted us asking when the umbrella would be picked up and advised that there was a hole at the topCustomer was advised of our return policyIt clearly states on *** the following: What if there is a problem with my order? Please promptly inspect items upon receipt, if there is a problem you must contact us within days of receiving your orderWe will gladly troubleshoot the problem for you and find the best solution for the issueDo not send damaged, defective or wrong merchandise back to us unless instructed to do so by a Christmas Central representative.As a courtesy to our customers, we do generally extend our policy to our standard day policy that we allow for returns on non-damaged, non-defective merchandiseSo we will allow daysHowever, we were not contacted with an issue until more than months after the order was received, which is well outside of our policyIn the interest of customer service, we did ask that the customer send us photos so that we could see the damage to the umbrellaPlease see attached photosIt is a tiny snag in the thread of the materialWe would not say that this is a holeEven though the customer was well outside of our policy, we felt that a 10% refund on the order was fair, in addition to a patch to cover the small snag.The $refund was issued, and the patch was mailedNow on 5/1/the customer is contacting us again stating that there is another issue with the umbrella, regarding the crank featureThe customer has stated that it needs to be adjusted each time the umbrella is opened. Unfortunately we are now months after receipt, and there isn't anything further that we can doAs a courtesy to the customer, we did already step outside of our return policy by sending a replacement patch and issuing a partial refund, but at months past receipt, and without knowing how the item has been used/stored, or is being used, there is nothing further that can be done on our endWe are very sorry for any inconvenience caused.Thank you Eireann ***E-Commerce Product and Merchandising Manager** *** ***
*** *** ***

We have reviewed each of the customers orders since last yearThere have been orders since November 12th On the first order, there was 4' x 4' multi color net lights and 12' lighted pine garlandOn the second order there was 4' x 6' multi color net lights, set of warm white icicle
lights, and 2' x 8' warm white trunk wrap lightsOn the third order there was 4' x 6' warm white net lightsOn the fourth order (the order with the issue) there was set of warm white wide angle lightsOn the fifth (and last) order there was set of pure white wide angle lightsAs you can see from the list of items, none of the sets of lights that were purchased were ordered on multiple ordersEach item that was purchased was its own unique SKUSimply because an item is from the same manufacturer, it does not necessarily mean that the lights will match in colorColors come from different color batchesThe best way to match a set of lights, is to purchase the same SKU number at the same timeEven SKU numbers can vary slightly in color from year to year, again due to the different dye colors used from year to yearThis is most common with warm white or warm clear LED lights. Unfortunately we provided exactly what the customer purchased on each of her orders from usThe items were all exactly as described in the listings and shown in the photosThe customer is unhappy because the shades of warm white do not match exactly to each otherAs we advised the customer, she did not purchase all of the same SKU numbers, so unfortunately it is difficult to match colors exactly when this is the caseShe purchased different sets of warm white lights. In addition the customer wanted to return her order with usThe order she wanted to return was the fourth order for the set of warm white wide angle lights - setsShe advised that they were being used on her house at the moment and she no longer had the boxes in which the lights cameIt is against our policy to accept returns on items that Number have been used and Number are not in their original packaging. There isn't anything that we can do with lights that have been used, and would be returned as just the strings of lights, but no manufacturer packagingWe are very sorryOur policy is clearly posted on our website: ***

Revdex.com:
I have reviewed the response made
by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** *** The company has not made any contact with me what so everThe only contact has been when I called them prior to filing the complaintThey also have not refunded my money yet eitherIt is the 18th nowChristmas is next weekI will now no longer have time to get a gift shipped when this company finally decided to do somethingThey have not shipped anything nor refunded anythingIt has been over two weeks for shipping and over a week they could have refunded my money and have not done either oneThis company needs to be red flaggedSpecially since it is suppose to be a holiday store instead they have screwed up the holiday for me since I can no longer get my wife what I wanted to get her this holiday

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  If they plan to ship the replacement within 5 business days, then I accept the resolution. My address is [redacted] Regards, [redacted]

[redacted]We actually had phone and email correspondence with this customer on December 22nd. The customer was advised to refuse the package due to it being delivered later than anticipated. She was also advised that we would issue the...

refund once the return was received and processed in our warehouse. According to the USPS tracking number, [redacted], the shipment was refused December 28th, so it has not yet come back to us. As soon as it does, and is processed, we will get the full refund issued back to the customer.Please let me know if you need any other information from me.Thank you Eireann [redacted]E-Commerce Merchandise Manager** [redacted]

We have already issued the full refund back to this customer. It can sometimes take until the next billing cycle for it to appear on the credit card statement, depending on the credit card.  Thank you

We have issued a full refund back to the customer for the order. We are very sorry for any inconvenience caused. Thank you

Refund is in process due to the volume of returns, we are processing as we can. We area Family Owned Business and have limited staff resources yet are working to process as quickly as we can.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]