Complaint: ***
I
am rejecting this response because: It doesn't answer the question as to why the discounts can only be applied to one order at a timeWhy is it either, or? Why don't you state that little fact; you must choose to either have free shipping or take 15% off you orderas you operator statedNow, I need to check my account to see how much was charged to my card since that order was placedI am just asking for clarity in your advertisingIf its 15% on the next order then say not applicable on this current order, you state, that its "not applicable on clearance items"Please clarify.
Sincerely,
*** ***
Stop! Don't do business with them! Their emails and order screens are very deceivingI got an email for 15% off and it said to click on it and it would give you the discount which I didEither I got another email and/or on the order screen it talked about free shipping so I entered that code and I did not find out that it will not accept two codes until the very end of the order This is very deceiving and misleadingHad I already not had a few hours into this order I would've canceled the whole thingI called today and told Joseph who is a supervisor ** *** *** of this easily solvable issue and he was very matter-of-fact in telling me that I he could not give me the lousy 15% offI am huge into customer service as I am disabled and shop 99% onlineI even told him that either he could give me the 15% off or he could remove my name from the mailing list and his response was "in the future all you have to do is change the code." I am like there is no future remove my nameI looked for corporate information and it provides the customer service number and they know have no contact information for corporate which tells me they absolutely do not care As I say, I do shop online and have given collections a lot of my business but they would soon lose a good customer instead of issuing like what 6-dollars credit??? REALLY???? It's my mission today to spread the word
Initial Business Response /* (1000, 5, 2014/08/26) */
Thank you for giving us the opportunity to explain our customer's complaintOn 8-25-we received a phone call from *** about the damage to the shadow kids we had sent herWe explained that she can discard the damaged one
and we would reship a new item at no costThe item is currently in the shipping process and *** will receive it shortlyAs to the cost of the prepaid return label, customers are offered this service as a convenience; they are not required to use this labelWe will also offer a customer the use of this label free of charge if the situation warrants itI hope thi situation is satisfactorily closedThank you
I have purchased items from this company for several years now I have received my orders promptly and have not had any problems with any of the merchandise i've purchased from them I will continue to do business with them in the future
Initial Business Response /* (1000, 5, 2015/06/12) */
I apologize to Ms *** that she felt it necessary to contact your officesWhen Ms *** called on 5-19-saying that she thought the item was missing a piece we offered her a merchandise certificate in place of a new itemMs
*** acceptedDue to the fact that Ms *** was short a dollar when she sent in her payment we deducted the dollar from the MC and issued her a certificateThe merchandise certificate clearly states that the amount is for product and does not include shipping and handlingWhen Ms *** called to place a new order it is standard procedure to ask for a customers CC# and the security code is part of this procedureI believe every company asks for this code to verify ownership of the cardWe have a very secure shopping environment for customers but we understand that some people will always be apprehensive especially if they have had problems elsewhereTherefore, we have generated a refund for to be sent the week of 6-22-Ms *** had a promotion code that gave her free shippingI hope this rectifies this situation
Thank you
On 12/13/I received an e-mail promising free shipping on orders above $ When I clicked to view merchandise I got another screen that said free shipping on orders over $ When I choose the merchandise that was on sale (*** ***) It let me choose how many but did not offer different sizes/prices I clicked on mdse to go into my cart but my cart stayed empty; I choose another item that had no options of size/price and the cart wouldn't accept that order either I had to call on the land line which is not an number and wait then the clerk said the problem was probably my browser I don't think so as I was able to navagate very well through multiple screens She also said the phone orders would not reflect the free shipping or the sale price She said customer service would have to make that decision and sent me to customer service who didn't answer I think this is done on purpose to make you call the order in and not receive the shipping or sale discounts
Initial Business Response /* (1000, 5, 2014/12/26) */
Thank you for giving us the opportunity to explain the situation with *** order # *** On 10-23-*** placed an order with us through our Web site for two itemsWe shipped these items on 10-24-On 12-1-***
called us and claimed that one of the items was brokenWithout asking for the item back we attempted to reship the item as requested by the customerOur system uses a credit/debit to reship merchandise and in this case the authorization to credit/debit was declined with the reason code lost/stolen cardAs is our practice a letter was sent to *** letting her know that her credit card was declined and if she still wanted the item she would have to provide another form of paymentCustomer called back on 12-9-asking us to retry the same credit cardWe did and on 12-9-we receved a declined credit card with same lost/stolen cardCustomer called us a third time on 12-17- with the same resultsFinally we were able to credit the customer account for on 12-23-I think the activiity *** saw on her card was our attempts to push her reshipment through and not a compromised cardI apologize for the customers inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The card was compromised both times I submitted it to this companyI got calls from both credit card companies saying there were charges to other countries and to Los AngelesI know it's someone from this company since both cards were compromised right after orders and card numbers given to themAs long as they refund money for smashed item, I guess that's all that can be doneNeedless to say, I will never order from them again or ever give them my credit card number via one of their letters
Thank you for your help
Regards,
***
I hadn't placed my order yet and I was trying to adjust the shipping method but it wouldn't let me go back to that pageSo I pushed the button labeled Review Order assuming that would let me make changesInstead it placed the orderI contacted them immediately to make the appropriate changes and I didn't hear back for daysWhen I did hear back they told me it was too late and they couldn't helpTheir website says Risk Free Shopping but I hardly see how
Collection etc has always delivered my orders in a timely manner and have dealt with any difficulties in my ordering very courteously!! The items are worth their pricesI have nothing but positive comments for their COThank you Lillian *** a very satisfied customer for several yrsnow
I am disappointed that a processing fee was added to the order for items that I ordered from Collections etc As a matter of fact I started to cancel the order Don't know if I will order again from themAlthough, the things that I have ordered in the past has been useful I'm sure that the company makes money on the shipping, so why add a processing feeAfter all they are a mail order company I'm sure they are making money If not they would not be in business since Thanks
Tell us why here
I apologize to ** ***. We acquired his information from another companies list. I have submitted a request to the appropriate department to have his information removed from our mail and email addresses. Because of our mailing schedule,
** *** may still receive one or two more mailings before they stop
I sincerely apologize for the inconvenience caused
I have done business with Collections Etcfor many years and have always been satisfied with their service The orders always arrive quickly and if I am not satisfied with an item,, the return process is very simple and hassle- free
Do Not Buy the Night Stars Celebration Series Light Projectors, especially from Collections Etc. Customer Satisfaction is not their priority as they claim. The advertisement associated with the Night Stars Celebration Series Light Projectors is deceptive! It misrepresents the product. I purchased 9 seasonal Halloween items at the end of July 2016 from Collections Etc., since the catalog arrived at my home in July 2016. The complaint I have is with the two Night Stars Celebration Series Light Projectors of the 9 items I ordered. I tried to return these two Night Stars Celebration items and the customer service department was terrible! I was lied to constantly and was given the run around for several days. I was told that the corporate office would call me the next morning--which never happened. I called the next day and was told to wait until the end of that day, which was 12 midnight. No call came. So, I called the next day. I was told at this time to wait 24 hours and that he would take care of it personally. Still no call! Today, about 13 days later, still no call. I called 11-29-16 twice and 11-30-16 once. I sent two emails via Collections Etc.’s website email system on 11-30-16, and again 12-1-16. I wrote letters December 2, 2016 to the three persons listed on the Revdex.com website for Collections Etc.--since I had not heard from anyone.
Today, December 11, 2016, I checked my personal email to see if I had received a reply from anyone at Collections Etc.; and I found two conflicting emails, one dated December 4, 2016 and one dated December 5, 2016. THE ONE DATED DECEMBER 4 STATED THAT THE CUSTOMER CARE DEPARTMENT HAD SPOKEN TO ME VIA PHONE AND HAD RESOLVED THE ISSUE. THIS IS ANOTHER LIE!! I HAVE NOT RECEIVED A CALL FROM COLLECTIONS ETC.--NOT ALONG RESOLVED THE ISSUE. The issue is NOT resolved. The Collections Etc. email I received dated December 4 stated that they had authorized a return label and that it could be used free, however it could not guarantee that a refund will be issued upon receipt of the merchandise, since the item is past their 60-day policy. On December 5, 2016, I received a conflicting email--I assume this email was from a different person in the Customer Care Department. THIS PERSON DID NOT CONSIDER MY EMAIL EXPLAINING THAT THESE TWO ITEMS WERE SEASONAL AND WERE PURCHASED FOR HALLOWEEN AND CHRISTMAS; AND THAT I HAD NO REASON TO BELIEVE THE ITEM WOULD NOT WORK AS DESCRIBED IN COLLECTIONS ETC. CATALOG. This person did not take into consideration that one box has never been opened and the other box was opened and immediately placed back in its box, once I discovered it was not working as pictured. I believed the advertisement in its catalog would work as advertised and appear on my house as pictured. THERE WAS NO NEED TO READ COLLECTIONS ETC. RETURN POLICY UNTIL I TRIED IT TWO DAYS BEFORE HALLOWEEN—SINCE HALLOWEEN IS WHAT I PURCHASED IT FOR. They appear to not understand this!!!
The advertisement is a big misrepresentation! The projector does not cover much area—no matter how far you take it back from the wall of the house. And, the designs are not vivid as shown in the advertisement pictures. One can barely see the designs when shown on the house; and my home is a dark red brick! One would think the white bats with witch; and the white snowflakes would show well as they were pictured in the Collections Etc. catalog. But, they could hardly be seen! Do not buy this product! I am still trying to get my money back from this deceptive advertising.
WHEN I CALLED NOVEMBER 29, 2016, I WAS OFFERED ONLY $9.99 (10%) EACH IN A RETURN FOR THESE TWO $99.99 NIGHT STARS CELEBRATION SERIES LIGHT PROJECTORS. THAT’S LUDICROUS! These are new products. What difference does a few days make. NEW is New! This is a lot of money to lose, because no one at the company appears to have empathy! Upon the receipt of these returned items, Collections Etc. could resell these new items for the $99.99, thus, making more money off of my returns.
Collections Etc. is about to lose a good customer who would have purchased again from Collections, Etc. I JUST SPENT $314.03 AND ONLY WANTED TO RETURN 2 OF THE 9 ITEMS I PURCHASED. (I paid $76.49 for each—totally $152.98,--because I received a discount for joining their Green & Gold Savings Membership Club.) THIS COMPANY PREFERS NOT TO GIVE A LITTLE IN A "RETURN" AND LOSE A LOT IN FUTURE PURCHASES!
MORE INFO ABOUT PURCHASE: I purchased the two Night Stars Celebration Series Light Projectors for my long house and only opened one box. I bought them both to use at Halloween and Christmas. They arrived around the first week in August 2016. I held them along with the other 7 Halloween items I ordered from Collections, Etc. I did not open but one box, which was NOT opened until two days before Halloween-- when I put out my Halloween decorations. I was excited to try the Night Stars Celebration Series Light Projector. However, it was a waste of electrical energy. So, after trying it out for a few minutes, I put it back in its original box. I never used it for Halloween! THAT MEANS, WHEN I OPENED THE BOX FOR THE FIRST TIME, I WAS ALREADY OUTSIDE OF THEIR 60-DAY RETURN POLICY. Again, I NEVER READ THEIR RETURN POLICY, SINCE I BELIEVED THE PRODUCT WOULD WORK AS ADVERTISED AND PICTURED IN THEIR CATALOG. I so wanted this product to work, so I kept both boxes and decided to try the box I had opened one more time this time at Christmas. It had 2 Halloween discs and 2 Christmas discs. (There are 12 Disc in all. The other 8 holiday discs were for New Years and past holidays—which have NOT rolled around yet! They won't roll around until the year 2017.)
I hoped that the Christmas discs would work better than the Halloweens discs! I started putting up my Christmas decorations after Thanksgiving and gave it one more chance. Again, I was disappointed! There were only white discs for Christmas and they too did not show up well on my red brick home. So, that’s when I thought I had better return the never opened box and the one I tried twice—less than a combined 1 hour. This is when I read the return directions and discovered its 60-day return policy. So, don’t buy this product too early before you can use it. Collections Etc. Customer Care Department has no heart! And, obviously does not care about retaining customers.
Initial Business Response /* (1000, 5, 2014/12/03) */
I apologize to [redacted] for not receiving her order # XXXXXXXX. [redacted] placed her order on XX-X-XX and [redacted] declined to authorize the amount of the sale ($26.92). On XX-X-XX we sent a letter to [redacted] advising her that her order...
did not go through because we could not get authorization on her payment. To please contact us with a different form of payment. Customer sent an email and we tried to get authorization through [redacted] again on XX-XX-XX and again they declined authorize. The reply we received from [redacted] is as follows: "This transaction couldnt be completed. Please redirect your customer to [redacted]. It just is not possible to keep on contacting all the customers whose orders have been declined after the first decline. We would be happy to send [redacted] her order but we will need a credit card number or a money order/check. I do apologize again.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In keeping with its previous performance, Collections, etc. did not attempt to resolve the issues, but contented itself with placing the blame on the customer. If this required omitting, or even a bit altering the facts, so be it! [redacted] sent full payment to Collections, etc. on November 15. It is available to Collections, etc., but it remains unclaimed. In the meanwhile, the amount is unavailable to me. I doubt that [redacted] did not authorize payment, since I personally expressly instructed them to pay the amount to Collections, etc. The response of Collections, etc. fails to deal with the uncomfortable fact that on November 17 or 18 I did talk with one of their customer service representatives over the phone. I specifically asked several questions, just to make sure that Collections, etc. was able to process my order. "Do you have all the information I had to give you over the phone?" YES. "You mean, you can now process my payment via [redacted]?" YES. "Are you telling me that you no longer need any credit card information from me?" THAT'S CORRECT. WE DON'T NEED YOUR CREDIT CARD INFORMATION. WE ARE NOW ABLE TO PROCESS THE PAYPAL PAYMENT YOU MADE. It is not, as Collections, etc. is trying to represent the situation, a matter of a cantankerous customer failing to cooperate and complaining instead. I did not expect Collections, etc. to keep contacting me while I was doing nothing, but I expected them to complete the sale after I complied with all their demands. I paid using one of the methods of payment offered on their own website. Then I contacted [redacted] specifically to ask it to pay Collections, etc. $26.92 as payment for my order XXXXXXXX. According to [redacted], the payment was sent on November 15, but is still unclaimed by Collections, etc. Finally, I did talk over the phone with a customer service representative of Collections, etc. and answered every questions she had. Publicly denying facts and depicting other companies and the customer in unfavorable light is simply not acceptable. I want Collections, etc. to explain why it is not processing my order, even after I talked to their CS employee, and she assured me that Collections, etc. was able to complete the transaction. What happened to the information I gave to their CS person over the phone? If the information was not sufficient, why does Collections, etc. not train its CS staff to ask the proper questions? It is not [redacted]'s fault, nor is it mine, that Collections, etc. has CS staff that is not up to the tasks. Collections, etc. has been unable for 36 days (and counting) to send me a simple order. In the meanwhile, my money is in a limbo, and I have already spent a great deal of my own time on trying to comply with the requests of Collections, etc. that form an endless loop. In the same time, Collections, etc. does not feel that it should respect any of my requestssuch as to stop filling up my mailbox with their promotions. The mere fact that I politely asked them to remove me from their mailing list (see my original complaint) means nothing to Collections, etc. Collections, etc. may still claim the payment and send me my order. It may choose to compensate me for the time and the frustration of dealing with their Customer Service. But if they aren't interested, as they appear to be, to win me back as their customer, they definitely and immediately should stop sending me promotions. Since I expressed my wish not to be the recipient anymore of these e-mails, I seem to receive more of them than before I filed my complaint.
Final Business Response /* (4000, 9, 2014/12/18) */
Once again I apologize to [redacted] for the trouble with her order. We have tried repeatedly to push this order through and still the sale is rejected. While [redacted] is still seeing the money showing held in her [redacted] account, I can assure her that this money is available for her use. An authorization or lack of one drops off of the account after 10 days if not deposited. But it will show on her account for 6 months. I have talked with our IT department and they have confirmed the above. I am sorry.
Consumer Response /* (3001, 15, 2015/01/12) */
I would like to ask them emphatically, for the fourth time, to remove my name from their e-mail list, and stop sending me ads.
First, a correction. The money was available to Collections, etc. for 30, not 10, days. Second, nowhere did Collections, etc. address the fact that I talked with a CS representative, and gave her over the phone all the information she asked for. She expressly stated that she had all that she needed, and that my order would be shipped soon. It is hardly my fault if their CS employees are incompetent. Collections, etc. had my phone number, so nothing prevented them from calling me for more information. So their response is disingenuous. Apparently they do not appreciate their customers. If the quality of their customer service is any indication of the quality of their merchandise, I should be glad that they did not ship my order. One issue remains: I signed up for the e-mail notification of Collections, etc., because they offered a discount from my first order. When it became obvious that they do not appre4ciate my business, I asked them to remove my name from their e-mail list. I asked them two more times through the Revdex.com. Yet their e-mails keep coming and clogging my mailbox, sometimes several a day, even though Collections, etc. did not fulfill its end of the bargain. I would like to ask them emphatically, for the fourth time, to remove my name from their e-mail list, and stop sending me ads. Finally, I would like to thank the Revdex.com of Chicago and Northern Illinois for their assistance with this issue.
Business Response /* (4000, 18, 2015/01/13) */
Once again I apologize to [redacted] I have notified our marketing department to remove [redacted]from our email promotions. They will have this done as fast as possible.
Thank you
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.
Sincerely,
Charles [redacted]
Tell us why here... I apologize to Ms. [redacted] for the inconvenience caused her concerning order #[redacted]. I have investiaged the concern and find that the address verification matched with the credit card number presented. Also, the email we received from Ms [redacted] was may have...
been sent immediately to our company, but we did not open it ontil 10:07 am on 12-10-16. Because we were in the middle of our busy season we were inundated with emails and could not get to all of them as fast as we would have wished. Therefore, the package had already been shipped on 12-7-16 and could not be stopped. On 12-10-16 our call center supervisor pulled up the call from this order and found that the wrong address was entered by the Rep. taking the call. She dictated that a total refund be issued at once. This was done, and a complete refund of $45.22 was issued on 12-10-16. I apologize to Ms. [redacted] for the inconvenience caused her, we should have allowed her to keep the merchandise as the fault was ours, but our reps are trained to have all wrong packages with three items or more returned for a refund. They were just following what they were taught. I am sorry that this has caused Ms. [redacted] so much stress.
Tell us why here... I apologize t Ms. [redacted] for the delay in receiving her order or refund. I cannot say why [redacted] decided to return the package to our warehosue instead of delivering it. We have no received the package back as of yet, but I have generated a full refund to be Ms....
[redacted] credit card which should post today. The amount of the refund will be $40.22. Once again I apologize for the inconvenience. Thank you for your patience.
Initial Business Response /* (1000, 5, 2015/03/25) */
I apologize to to our customer concerning the emails going to her work address. I have submitted her name, address, and email address to our marketing department to have her information stricken from our lists. Because it takes a short...
while for the updates to occur our customer may receive a few trickling emails. But I assure her that they we be stopped as soon as humanly possible. I thank you for this opportunity to serve yu.
Complaint: ***
I
am rejecting this response because: It doesn't answer the question as to why the discounts can only be applied to one order at a timeWhy is it either, or? Why don't you state that little fact; you must choose to either have free shipping or take 15% off you orderas you operator statedNow, I need to check my account to see how much was charged to my card since that order was placedI am just asking for clarity in your advertisingIf its 15% on the next order then say not applicable on this current order, you state, that its "not applicable on clearance items"Please clarify.
Sincerely,
*** ***
Stop! Don't do business with them! Their emails and order screens are very deceivingI got an email for 15% off and it said to click on it and it would give you the discount which I didEither I got another email and/or on the order screen it talked about free shipping so I entered that code and I did not find out that it will not accept two codes until the very end of the order This is very deceiving and misleadingHad I already not had a few hours into this order I would've canceled the whole thingI called today and told Joseph who is a supervisor ** *** *** of this easily solvable issue and he was very matter-of-fact in telling me that I he could not give me the lousy 15% offI am huge into customer service as I am disabled and shop 99% onlineI even told him that either he could give me the 15% off or he could remove my name from the mailing list and his response was "in the future all you have to do is change the code." I am like there is no future remove my nameI looked for corporate information and it provides the customer service number and they know have no contact information for corporate which tells me they absolutely do not care As I say, I do shop online and have given collections a lot of my business but they would soon lose a good customer instead of issuing like what 6-dollars credit??? REALLY???? It's my mission today to spread the word
Initial Business Response /* (1000, 5, 2014/08/26) */
Thank you for giving us the opportunity to explain our customer's complaintOn 8-25-we received a phone call from *** about the damage to the shadow kids we had sent herWe explained that she can discard the damaged one
and we would reship a new item at no costThe item is currently in the shipping process and *** will receive it shortlyAs to the cost of the prepaid return label, customers are offered this service as a convenience; they are not required to use this labelWe will also offer a customer the use of this label free of charge if the situation warrants itI hope thi situation is satisfactorily closedThank you
I have purchased items from this company for several years now I have received my orders promptly and have not had any problems with any of the merchandise i've purchased from them I will continue to do business with them in the future
Very good company
Initial Business Response /* (1000, 5, 2015/06/12) */
I apologize to Ms *** that she felt it necessary to contact your officesWhen Ms *** called on 5-19-saying that she thought the item was missing a piece we offered her a merchandise certificate in place of a new itemMs
*** acceptedDue to the fact that Ms *** was short a dollar when she sent in her payment we deducted the dollar from the MC and issued her a certificateThe merchandise certificate clearly states that the amount is for product and does not include shipping and handlingWhen Ms *** called to place a new order it is standard procedure to ask for a customers CC# and the security code is part of this procedureI believe every company asks for this code to verify ownership of the cardWe have a very secure shopping environment for customers but we understand that some people will always be apprehensive especially if they have had problems elsewhereTherefore, we have generated a refund for to be sent the week of 6-22-Ms *** had a promotion code that gave her free shippingI hope this rectifies this situation
Thank you
On 12/13/I received an e-mail promising free shipping on orders above $ When I clicked to view merchandise I got another screen that said free shipping on orders over $ When I choose the merchandise that was on sale (*** ***) It let me choose how many but did not offer different sizes/prices I clicked on mdse to go into my cart but my cart stayed empty; I choose another item that had no options of size/price and the cart wouldn't accept that order either I had to call on the land line which is not an number and wait then the clerk said the problem was probably my browser I don't think so as I was able to navagate very well through multiple screens She also said the phone orders would not reflect the free shipping or the sale price She said customer service would have to make that decision and sent me to customer service who didn't answer I think this is done on purpose to make you call the order in and not receive the shipping or sale discounts
Initial Business Response /* (1000, 5, 2014/12/26) */
Thank you for giving us the opportunity to explain the situation with *** order # *** On 10-23-*** placed an order with us through our Web site for two itemsWe shipped these items on 10-24-On 12-1-***
called us and claimed that one of the items was brokenWithout asking for the item back we attempted to reship the item as requested by the customerOur system uses a credit/debit to reship merchandise and in this case the authorization to credit/debit was declined with the reason code lost/stolen cardAs is our practice a letter was sent to *** letting her know that her credit card was declined and if she still wanted the item she would have to provide another form of paymentCustomer called back on 12-9-asking us to retry the same credit cardWe did and on 12-9-we receved a declined credit card with same lost/stolen cardCustomer called us a third time on 12-17- with the same resultsFinally we were able to credit the customer account for on 12-23-I think the activiity *** saw on her card was our attempts to push her reshipment through and not a compromised cardI apologize for the customers inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The card was compromised both times I submitted it to this companyI got calls from both credit card companies saying there were charges to other countries and to Los AngelesI know it's someone from this company since both cards were compromised right after orders and card numbers given to themAs long as they refund money for smashed item, I guess that's all that can be doneNeedless to say, I will never order from them again or ever give them my credit card number via one of their letters
Thank you for your help
Regards,
***
I hadn't placed my order yet and I was trying to adjust the shipping method but it wouldn't let me go back to that pageSo I pushed the button labeled Review Order assuming that would let me make changesInstead it placed the orderI contacted them immediately to make the appropriate changes and I didn't hear back for daysWhen I did hear back they told me it was too late and they couldn't helpTheir website says Risk Free Shopping but I hardly see how
Collection etc has always delivered my orders in a timely manner and have dealt with any difficulties in my ordering very courteously!! The items are worth their pricesI have nothing but positive comments for their COThank you Lillian *** a very satisfied customer for several yrsnow
I am disappointed that a processing fee was added to the order for items that I ordered from Collections etc As a matter of fact I started to cancel the order Don't know if I will order again from themAlthough, the things that I have ordered in the past has been useful I'm sure that the company makes money on the shipping, so why add a processing feeAfter all they are a mail order company I'm sure they are making money If not they would not be in business since Thanks
Tell us why here
I apologize to ** ***. We acquired his information from another companies list. I have submitted a request to the appropriate department to have his information removed from our mail and email addresses. Because of our mailing schedule,
** *** may still receive one or two more mailings before they stop
I sincerely apologize for the inconvenience caused
I have been ordering from Collection for several years Merchandise arrived in good condition and was of good quality
I have done business with Collections Etcfor many years and have always been satisfied with their service The orders always arrive quickly and if I am not satisfied with an item,, the return process is very simple and hassle- free
Do Not Buy the Night Stars Celebration Series Light Projectors, especially from Collections Etc. Customer Satisfaction is not their priority as they claim. The advertisement associated with the Night Stars Celebration Series Light Projectors is deceptive! It misrepresents the product. I purchased 9 seasonal Halloween items at the end of July 2016 from Collections Etc., since the catalog arrived at my home in July 2016. The complaint I have is with the two Night Stars Celebration Series Light Projectors of the 9 items I ordered. I tried to return these two Night Stars Celebration items and the customer service department was terrible! I was lied to constantly and was given the run around for several days. I was told that the corporate office would call me the next morning--which never happened. I called the next day and was told to wait until the end of that day, which was 12 midnight. No call came. So, I called the next day. I was told at this time to wait 24 hours and that he would take care of it personally. Still no call! Today, about 13 days later, still no call. I called 11-29-16 twice and 11-30-16 once. I sent two emails via Collections Etc.’s website email system on 11-30-16, and again 12-1-16. I wrote letters December 2, 2016 to the three persons listed on the Revdex.com website for Collections Etc.--since I had not heard from anyone.
Today, December 11, 2016, I checked my personal email to see if I had received a reply from anyone at Collections Etc.; and I found two conflicting emails, one dated December 4, 2016 and one dated December 5, 2016. THE ONE DATED DECEMBER 4 STATED THAT THE CUSTOMER CARE DEPARTMENT HAD SPOKEN TO ME VIA PHONE AND HAD RESOLVED THE ISSUE. THIS IS ANOTHER LIE!! I HAVE NOT RECEIVED A CALL FROM COLLECTIONS ETC.--NOT ALONG RESOLVED THE ISSUE. The issue is NOT resolved. The Collections Etc. email I received dated December 4 stated that they had authorized a return label and that it could be used free, however it could not guarantee that a refund will be issued upon receipt of the merchandise, since the item is past their 60-day policy. On December 5, 2016, I received a conflicting email--I assume this email was from a different person in the Customer Care Department. THIS PERSON DID NOT CONSIDER MY EMAIL EXPLAINING THAT THESE TWO ITEMS WERE SEASONAL AND WERE PURCHASED FOR HALLOWEEN AND CHRISTMAS; AND THAT I HAD NO REASON TO BELIEVE THE ITEM WOULD NOT WORK AS DESCRIBED IN COLLECTIONS ETC. CATALOG. This person did not take into consideration that one box has never been opened and the other box was opened and immediately placed back in its box, once I discovered it was not working as pictured. I believed the advertisement in its catalog would work as advertised and appear on my house as pictured. THERE WAS NO NEED TO READ COLLECTIONS ETC. RETURN POLICY UNTIL I TRIED IT TWO DAYS BEFORE HALLOWEEN—SINCE HALLOWEEN IS WHAT I PURCHASED IT FOR. They appear to not understand this!!!
The advertisement is a big misrepresentation! The projector does not cover much area—no matter how far you take it back from the wall of the house. And, the designs are not vivid as shown in the advertisement pictures. One can barely see the designs when shown on the house; and my home is a dark red brick! One would think the white bats with witch; and the white snowflakes would show well as they were pictured in the Collections Etc. catalog. But, they could hardly be seen! Do not buy this product! I am still trying to get my money back from this deceptive advertising.
WHEN I CALLED NOVEMBER 29, 2016, I WAS OFFERED ONLY $9.99 (10%) EACH IN A RETURN FOR THESE TWO $99.99 NIGHT STARS CELEBRATION SERIES LIGHT PROJECTORS. THAT’S LUDICROUS! These are new products. What difference does a few days make. NEW is New! This is a lot of money to lose, because no one at the company appears to have empathy! Upon the receipt of these returned items, Collections Etc. could resell these new items for the $99.99, thus, making more money off of my returns.
Collections Etc. is about to lose a good customer who would have purchased again from Collections, Etc. I JUST SPENT $314.03 AND ONLY WANTED TO RETURN 2 OF THE 9 ITEMS I PURCHASED. (I paid $76.49 for each—totally $152.98,--because I received a discount for joining their Green & Gold Savings Membership Club.) THIS COMPANY PREFERS NOT TO GIVE A LITTLE IN A "RETURN" AND LOSE A LOT IN FUTURE PURCHASES!
MORE INFO ABOUT PURCHASE: I purchased the two Night Stars Celebration Series Light Projectors for my long house and only opened one box. I bought them both to use at Halloween and Christmas. They arrived around the first week in August 2016. I held them along with the other 7 Halloween items I ordered from Collections, Etc. I did not open but one box, which was NOT opened until two days before Halloween-- when I put out my Halloween decorations. I was excited to try the Night Stars Celebration Series Light Projector. However, it was a waste of electrical energy. So, after trying it out for a few minutes, I put it back in its original box. I never used it for Halloween! THAT MEANS, WHEN I OPENED THE BOX FOR THE FIRST TIME, I WAS ALREADY OUTSIDE OF THEIR 60-DAY RETURN POLICY. Again, I NEVER READ THEIR RETURN POLICY, SINCE I BELIEVED THE PRODUCT WOULD WORK AS ADVERTISED AND PICTURED IN THEIR CATALOG. I so wanted this product to work, so I kept both boxes and decided to try the box I had opened one more time this time at Christmas. It had 2 Halloween discs and 2 Christmas discs. (There are 12 Disc in all. The other 8 holiday discs were for New Years and past holidays—which have NOT rolled around yet! They won't roll around until the year 2017.)
I hoped that the Christmas discs would work better than the Halloweens discs! I started putting up my Christmas decorations after Thanksgiving and gave it one more chance. Again, I was disappointed! There were only white discs for Christmas and they too did not show up well on my red brick home. So, that’s when I thought I had better return the never opened box and the one I tried twice—less than a combined 1 hour. This is when I read the return directions and discovered its 60-day return policy. So, don’t buy this product too early before you can use it. Collections Etc. Customer Care Department has no heart! And, obviously does not care about retaining customers.
Initial Business Response /* (1000, 5, 2014/12/03) */
I apologize to [redacted] for not receiving her order # XXXXXXXX. [redacted] placed her order on XX-X-XX and [redacted] declined to authorize the amount of the sale ($26.92). On XX-X-XX we sent a letter to [redacted] advising her that her order...
did not go through because we could not get authorization on her payment. To please contact us with a different form of payment. Customer sent an email and we tried to get authorization through [redacted] again on XX-XX-XX and again they declined authorize. The reply we received from [redacted] is as follows: "This transaction couldnt be completed. Please redirect your customer to [redacted]. It just is not possible to keep on contacting all the customers whose orders have been declined after the first decline. We would be happy to send [redacted] her order but we will need a credit card number or a money order/check. I do apologize again.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In keeping with its previous performance, Collections, etc. did not attempt to resolve the issues, but contented itself with placing the blame on the customer. If this required omitting, or even a bit altering the facts, so be it! [redacted] sent full payment to Collections, etc. on November 15. It is available to Collections, etc., but it remains unclaimed. In the meanwhile, the amount is unavailable to me. I doubt that [redacted] did not authorize payment, since I personally expressly instructed them to pay the amount to Collections, etc. The response of Collections, etc. fails to deal with the uncomfortable fact that on November 17 or 18 I did talk with one of their customer service representatives over the phone. I specifically asked several questions, just to make sure that Collections, etc. was able to process my order. "Do you have all the information I had to give you over the phone?" YES. "You mean, you can now process my payment via [redacted]?" YES. "Are you telling me that you no longer need any credit card information from me?" THAT'S CORRECT. WE DON'T NEED YOUR CREDIT CARD INFORMATION. WE ARE NOW ABLE TO PROCESS THE PAYPAL PAYMENT YOU MADE. It is not, as Collections, etc. is trying to represent the situation, a matter of a cantankerous customer failing to cooperate and complaining instead. I did not expect Collections, etc. to keep contacting me while I was doing nothing, but I expected them to complete the sale after I complied with all their demands. I paid using one of the methods of payment offered on their own website. Then I contacted [redacted] specifically to ask it to pay Collections, etc. $26.92 as payment for my order XXXXXXXX. According to [redacted], the payment was sent on November 15, but is still unclaimed by Collections, etc. Finally, I did talk over the phone with a customer service representative of Collections, etc. and answered every questions she had. Publicly denying facts and depicting other companies and the customer in unfavorable light is simply not acceptable. I want Collections, etc. to explain why it is not processing my order, even after I talked to their CS employee, and she assured me that Collections, etc. was able to complete the transaction. What happened to the information I gave to their CS person over the phone? If the information was not sufficient, why does Collections, etc. not train its CS staff to ask the proper questions? It is not [redacted]'s fault, nor is it mine, that Collections, etc. has CS staff that is not up to the tasks. Collections, etc. has been unable for 36 days (and counting) to send me a simple order. In the meanwhile, my money is in a limbo, and I have already spent a great deal of my own time on trying to comply with the requests of Collections, etc. that form an endless loop. In the same time, Collections, etc. does not feel that it should respect any of my requestssuch as to stop filling up my mailbox with their promotions. The mere fact that I politely asked them to remove me from their mailing list (see my original complaint) means nothing to Collections, etc. Collections, etc. may still claim the payment and send me my order. It may choose to compensate me for the time and the frustration of dealing with their Customer Service. But if they aren't interested, as they appear to be, to win me back as their customer, they definitely and immediately should stop sending me promotions. Since I expressed my wish not to be the recipient anymore of these e-mails, I seem to receive more of them than before I filed my complaint.
Final Business Response /* (4000, 9, 2014/12/18) */
Once again I apologize to [redacted] for the trouble with her order. We have tried repeatedly to push this order through and still the sale is rejected. While [redacted] is still seeing the money showing held in her [redacted] account, I can assure her that this money is available for her use. An authorization or lack of one drops off of the account after 10 days if not deposited. But it will show on her account for 6 months. I have talked with our IT department and they have confirmed the above. I am sorry.
Consumer Response /* (3001, 15, 2015/01/12) */
I would like to ask them emphatically, for the fourth time, to remove my name from their e-mail list, and stop sending me ads.
First, a correction. The money was available to Collections, etc. for 30, not 10, days. Second, nowhere did Collections, etc. address the fact that I talked with a CS representative, and gave her over the phone all the information she asked for. She expressly stated that she had all that she needed, and that my order would be shipped soon. It is hardly my fault if their CS employees are incompetent. Collections, etc. had my phone number, so nothing prevented them from calling me for more information. So their response is disingenuous. Apparently they do not appreciate their customers. If the quality of their customer service is any indication of the quality of their merchandise, I should be glad that they did not ship my order. One issue remains: I signed up for the e-mail notification of Collections, etc., because they offered a discount from my first order. When it became obvious that they do not appre4ciate my business, I asked them to remove my name from their e-mail list. I asked them two more times through the Revdex.com. Yet their e-mails keep coming and clogging my mailbox, sometimes several a day, even though Collections, etc. did not fulfill its end of the bargain. I would like to ask them emphatically, for the fourth time, to remove my name from their e-mail list, and stop sending me ads. Finally, I would like to thank the Revdex.com of Chicago and Northern Illinois for their assistance with this issue.
Business Response /* (4000, 18, 2015/01/13) */
Once again I apologize to [redacted] I have notified our marketing department to remove [redacted]from our email promotions. They will have this done as fast as possible.
Thank you
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.
Sincerely,
Charles [redacted]
Tell us why here... I apologize to Ms. [redacted] for the inconvenience caused her concerning order #[redacted]. I have investiaged the concern and find that the address verification matched with the credit card number presented. Also, the email we received from Ms [redacted] was may have...
been sent immediately to our company, but we did not open it ontil 10:07 am on 12-10-16. Because we were in the middle of our busy season we were inundated with emails and could not get to all of them as fast as we would have wished. Therefore, the package had already been shipped on 12-7-16 and could not be stopped. On 12-10-16 our call center supervisor pulled up the call from this order and found that the wrong address was entered by the Rep. taking the call. She dictated that a total refund be issued at once. This was done, and a complete refund of $45.22 was issued on 12-10-16. I apologize to Ms. [redacted] for the inconvenience caused her, we should have allowed her to keep the merchandise as the fault was ours, but our reps are trained to have all wrong packages with three items or more returned for a refund. They were just following what they were taught. I am sorry that this has caused Ms. [redacted] so much stress.
Tell us why here... I apologize t Ms. [redacted] for the delay in receiving her order or refund. I cannot say why [redacted] decided to return the package to our warehosue instead of delivering it. We have no received the package back as of yet, but I have generated a full refund to be Ms....
[redacted] credit card which should post today. The amount of the refund will be $40.22. Once again I apologize for the inconvenience. Thank you for your patience.
Initial Business Response /* (1000, 5, 2015/03/25) */
I apologize to to our customer concerning the emails going to her work address. I have submitted her name, address, and email address to our marketing department to have her information stricken from our lists. Because it takes a short...
while for the updates to occur our customer may receive a few trickling emails. But I assure her that they we be stopped as soon as humanly possible. I thank you for this opportunity to serve yu.