Clayton Kendall, Inc

Clayton Kendall received a letter from the Revdex.com regarding a complaint filed by a customer - [redacted]- on January 5, 2015. He requested that his package be overnighted or he be given a refund for his order of $47.04.Mr. [redacted]'s order was placed Friday, December 12, 2014...

on [redacted]. The standard production time for most orders is 7 business days. With the increased amount of orders being placed during the holiday season, we could not guarantee that orders placed after December 8, 2014, would be delivered by December 25, 2014. A website banner stating this was placed on the [redacted] .com home page to ensure that our customers would be aware of this potential delivery issue.During the production process, there was an issue that delayed the order slightly. We notified Mr. [redacted] on December 30th and he asked if we could upgrade his shipping since the delay was a result of an issue on our end. The Clayton Kendall Customer Service Representative, John C[redacted], upgraded his shipping to FedEx 2 Day Air on December 31, 2014. With the New Year holiday, the FedEx 2 Day Air shipping consisted of Saturday and Monday. Mr. [redacted] received his package on Monday, January 5, 2015 at 10:33am.

I am a professional golf tournament consultant and organizer. I have ordered many products from RushImprints. In 3 years I have only had 1 small issue that was resolved before I even knew it was a problem. I ordered golf towels that were not shipped for a tournament with a larger order. I got a call from Chad G[redacted] and he told me they were going to be overnighted at their expense to have them to me in time for my event. Rush Imprints has been a great company to work with over and over.

I ordered an item from their web site on 5 November. I never received a confirmation, though they were quick to charge me. I called a few days later to check on the confirmation and to get an order number. However, I could not get a human on the phone and they had no general operator picking up. I had to leave a message on one of the many names arbitrarily listed in their menu for customer service department. No return call.

I tried again a few days later, as well as sending an e-mail through their web site. I finally got a return call. Again, no order number and no shipment tracking number, which I expected by that time. I was simply told "...it will ship next week..." (That meant two weeks after being ordered they plan to finally ship the item.)

Fast forward to the next week (this week). It is now 12 days later and still nothing. I called today and was able to get a live person who explained to me that they have the item, it has not been shipped, and it is "in production." Production in this case is a small, simple logo. The agent could not tell me when it would be done or exactly when it will ship, except that it should ship "...this week."

Add the slow shipment method and I might get an item I paid for 3 weeks after I ordered it.

I am very unhappy with this company's process, lack of communication, and follow-through. I hope the item quality is worth the ridiculous wait. If not, I will further append this review. In any case, I will never purchase from Clayton Kendall in the future and I would not recommend anyone purchase through one of their web sites.

Review: We ordered a pair of boots online (order #[redacted]) from this company on 2-15-14 and the payment of $238.94 was taken out of my bank account. I received an email notice on 2-19-14 from [redacted].com) that the item I had ordered was not available. I responded back to the email twice and place several calls to the company to request refund of the money that was taken from my account for this purchase. I have been unable to speak to a person, just getting a machine to leave a message with the order number and a call back number. Today is the 21st and I have yet to get a response from this company in regards to this. I just want the funds credited back to my account so that I can make the purchase elsewhere.Desired Settlement: Refund the $238.94 that was taken from my account to pay for product that I have not and will not be receiving.

Business

Response:

This is in reference to the letter received regarding the case number [redacted]. When the customer places their order online, there information is sent directly to their credit card company. The card company charges the order almost immediately.

Review: 95 of 160 custom-printed hackey sacks were damaged as a result of one or both of the following: (1) defective printing by the merchant or (2) improper packaging and delivery (items were placed in a cardboard box with no plastic or other covering inside or outside, delivered to the billing address rather than the shipping address, and left outside in a heavy rain). The merchant has not been fully responsive or cooperative, but indications thus far evince a refusal to accept responsibility for any of these defects.Desired Settlement: $146.25 has been improperly charged as a result of the defects.

Business

Response:

Clayton Kendall received a letter from the Revdex.com regarding a complaint filed by a customer – [redacted] – who is seeking a settlement of $146.25 due to his claim that the product had defective printing and was damaged due to rain - ID #[redacted].

For every order, we send a sales quote which the customer must approve before we proceed with the order. See the attached quote which includes the “ship to” address that Mr. [redacted] provided.

A Clayton Kendall Customer Service Representative tried to reach out to Mr. [redacted] the week of March 10th to explain our return policy. Mr. [redacted] was belligerent, argumentative, unreasonable, used profanity, and hung up on the customer service representative.

During the call, the representative tried to explain to Mr. [redacted] that we simply needed a picture of the damaged product, and that we would reprint the damaged product at no charge after we verified the damage. However, the conversation ended abruptly when Mr. [redacted] hung up on the customer service representative.

Per our return policy, we will be happy to reprint the damaged goods if we receive a picture showing the defects on the product along with the water damage.

Return Policy

We guarantee the quality and workmanship of our products for 30 days from the day you receive your order. If you have a quality concern, please contact Customer Service at 1-866-277-RUSH1-866-277-RUSH (7874) or e-mail: [email protected]. No returns will be accepted without a return authorization number (RA#). Defective products or apparel will be replaced promptly. We will not accept returns on merchandise that is delivered as ordered and is free from defects.

Additionally, you will see from the sales order that we gave Mr. [redacted] a 10% discount when he initially placed the order. The original cost was $1.39 each, and with the 10% discount, the final cost per item was $1.25 each. The set-up charge and shipping are one-time fees that are not included in the individual cost of the product. It’s important to note that Mr. [redacted] is requesting an amount higher than the actual discounted price of the product: $1.25 x 95 damaged equals $118.75.

If Mr. [redacted] is willing to send us pictures, we will review them and promptly replace the product. We will require that Mr. [redacted] also provide us with a shipping address where someone will be available to provide a signature verifying receipt of the product. Please let me know if you need any additional information.

Regards,

Vice President of Sales

Clayton Kendall, Inc.

167 Dexter Drive

Monroeville, PA 15146

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Call

Review: I ordered a pair of work boots from all safety gear on Friday January 31th 2014. The following morning, February 1 2014, I attempted to cancel my order. I called all safety gear and was brought to an automated directory that informed me that the business was closed until monday. I left a message with leaving my name, order number, and phone number, and explained that I was attempting to cancel my order before it shipped. On Monday, February 3 2014, I called all safety gear again during the companies normal business hours and was once again directed to voice mail. I left another message. I attempted to call all safety gear at regular intervals throughout the day only to be redirected to voicemail. On the following day, Tuesday February 4th 2014, I attempted to call all safety gear again only to be redirected to voicemail. I did not leave a message this time. The following morning, I found that I had received an email dated 2/4/2014 at 10 am. It was to inform me that the order had already shipped and that was that. I did not request to be contacted by email. I requested to be contacted by phone. I responded to the email and requested to be contacted by phone so that I may discuss the a return process. I never received a return call and it is now 2/6/2014. I feel that the company is deliberately ignoring communication with me so that they may collect on a 20% restocking fee. I find it completely unacceptable for a company to operate in such a manner.Desired Settlement: I request a full refund and do not wish to pay any restocking fee, nor any other hidden fees. I request the full $234.89 plus the cost of shipping.

Business

Response:

I am writing to you in regards to order [redacted]. Customer placed an order on our website on Friday, January 31st for a pair of boots. Customer tried to call us the next day, Saturday, to cancel the order when our office was closed. Our office hours are clear on our website. By the time the customer reached us, the order was ready to ship. His order, a pair of boots, were being drop shipped from the manufacturer, and they informed me that they would be unable to stop the shipment. I personally informed the customer of the situation and instructed him that he could refuse the shipment, and the package would be returned to the manufacturer. The customer never responded to my email about refusing the package, and instead filed a complaint. I was able to work with FedEx today, Monday February 17th, to have the package sent back to the manufacturer. The refund was also issued today at 11:16AM.

Review: I ordered item #[redacted] (the round mirrors) from RushImprint, and selected the same color shown in the website's photo. The product I received looked significantly different than the picture, and looks like a cheaper version offered on the site. RushImprint's suggestion to resolve the issue was to give me a 20% discount. I told RushImprint I would take what they were willing to give me, but that I cannot use the inferior product I have paid $160 for.The response I received on 6/25/2013 was this: "This email serves as confirmation that I have submitted your discount to our Refunds department. Please allow a few business days for the funds to return to your card.I apologize again for your dissatisfaction with our products, and I will make sure that we post a more accurate stock photo of this particular item."While I appreciate the discount, RushImprint represented its product and charged the customer for its company error. Had I been provided an accurate photo of the product, the mirrors would have never been purchased.Furthermore, the website still shows the incorrect photo. RushImprint is purposefully misrepresenting its product.Desired Settlement: I would like a refund for the misrepresented product.

Business

Response:

In reference to ID [redacted], the customer ordered one of the least expensive products on our website. They had the opportunity to have a sample sent to them free of charge. It is stated very clearly on our website that they can order a free sample. The customer choose not to do so.

There was absolutely nothing wrong with the product. It is manufactured by one of the largest manufacturers in our industry, and is one of our best sellers. We even offered a 20% discount to try to help, but the customer refused it.

Consumer

Response:

Mr. [redacted] is correct; I ordered one of the least expensive products on the company's site. Does this mean it's okay for the company to purposefully misrepresent its product? (Also, to be clear, along with my $162 order for the misrepresented mirrors, I also spent an additional $212 for pens. Again, I'm not sure why the price of the mirror is relevant. My complaint has nothing to do with the quality.)

Mr. [redacted] is wrong when he says the mirror I ordered is one of their bestselling products. On the company's website--the product I ordered (the The Round Mirror) is not the bestselling product. The Glimmer Round Mirror is the bestselling product. I paid for the Round Mirror. The product I received looks like the Glimmer Round Mirror. If I wanted the Glimmer Round Mirror, I would have paid the cheaper price for it. (Of course.)

The problem with my product is the picture on the company's website does not look like the product I received. I ordered the picture--the same color mirror, the same color writing. What I received does not look like the picture.

The product I received does, however, look like the cheaper Glimmer Round Mirror.

The problem with my product is the picture on the company's website is not even available for purchase. It doesn't exist. How can a company sell a product it doesn't have? That's what www.RushImprint.com has done.

(When I contacted the company, I was told the picture would be corrected. To date, it has not been.)

Regards,