I ordered several items online for a total of $41.00, I get an email response showing my order and the $41.00 balance. 3 hours later I get another duplicate email showing my order but now the balance is $56.00. Whaaaat? I call. of course, and the customer service can't find any order but mysteriously has my email and address. She says to call back in a day or two, I say 'cancel the order' but somehow she can't.
Initial Business Response /* (1000, 5, 2015/10/07) */
I apologize to Mr [redacted] for the handling of his order [redacted]. Our system is automated and when his order went through with a sold out item it recalculated the shipping costs. We are working to get this problem fixed. Mr [redacted]'...
additional refund check for 50.97 was mailed on 10-6-15. I have also initiated his removal from our catalog lists. I also apologize for the incorrect information provided by our colleagues overseas.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the business going to do to refund thousands of orders that had the same problem I did? Is the business going to issue refunds or just keep the money. The business says they are working to fix the problem but does that give them the right to keep customer's money? As I stated in the complaint,[redacted] was very helpful to refund my order only after I cancelled it. The business needs to refund the thousands of dollars they have kept from customers. The business needs to provide all their records for the past 5 years to an independent Revdex.com investigator and the Revdex.com should ensure those other affected customers are provided a full refund. Until such time as the independent investigation is completed, the Revdex.com should post a warning to the effect there is an investigation in progress. The business has in effected stated their system is defective. Only part of my complaint is somewhat resolved, in that they are providing me a full refund, removing all of my personal information from their records, removing me from their mailing, not going to sell or rent my personal information but the business did not address how they were going to provide a refund to other customers affected by the same defective programming as I was.
Final Business Response /* (4000, 9, 2015/10/15) */
The situation that Mr. [redacted] experienced is unfortunate and we have corrected his order.
Our company successfully services millions of customers every year. We work diligently to maintain extremely favorable customer service ratings including an A+ rating from the Revdex.com. We have been a company in good standing for a very long time and would not do anything to jeopardize our customer's trust.
As with any company, we do occasionally discover that a customer has experienced an unexpected event. Mr. [redacted] experienced one of these events, and while extremely rare in occurrence, when we are told of a problem, we work to correct them as quickly as possible.
Thank you for the opportunity to respond to Mr. [redacted].
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response is "puffiness". Although the company has provided me with a full refund, the company did not address how they were going to refund the thousands of dollars their faulty automated system withheld/changed the shipping charges and then put that money in the pockets of the company as profit. Which I identified in my original complaint. The only resolution I will accept is a full investigation of the company's records by Law Enforcement and full refunds with interest to customers. The Revdex.com should reconsider its rating of this company. If the Revdex.com should decide to close this complaint, I expect the Revdex.com to notify me by mail.
It's been a month now that I have not got a full refund for the returned purchase from Collections Etc. My first return with enclosed return form and original invoice and label provided by Collections Etc. was sent right back to me due to what seemed to be a negligence of warehouse workers. I had to call and make sure they understood I was returning the items, requested another label and sent it back. I only got a fourth of my refund so far as I was told they process each of the items in the box separately, despite the fact that it was the same order, and that it takes them 7 to 10 business days to process each of the items. I consider it a scam.
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. I am still unhappy with the company as it took six weeks to get a refund AND they never answered any of my emails. Extremely poor customer service. I would not recommend them to anyone.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/05/21) */
Thank you for giving us this opportunity to explain the unfortunate problem we had with [redacted] order.
We received her order on May 7th but we inadvertently spelled her last name incorrectly, this is why it was
not located at the...
time she called. We did find the order which was being held because of a balance due.
We contacted [redacted] on May 14th aand explained this and waived the balance due. The order shipped the
same day and was delivered May 17th this was confirmed with [redacted]. We apologize for any inconvenience
we have caused her. Thank you
Tell us why here... I apologize to Ms [redacted] for not being more specific. While not being able to say whose credit card was charged for the purchase, we credited back the $45.22 to the cc# used on order #[redacted]. This was a phone in order. If a customer does not supply the operator with a cr they are asked to supply they're zip code and last name. If there are more customers that match the last name and zip code the operator is supposed to ask the customer for first name and street address. We have more than one customer with the last name of [redacted] at the same zip code. The operator must not have heard the customer incorrectly and chose the wrong Ms. [redacted]. The operator than asks for the payment. The customer supplies the credit card number to be used and the order proceeds to the end. Since the operator unknowingly chose the wrong customer to apply the order to, Ms D [redacted] received the notification of shipment to her email address of record and then received the order. We have no prior knowledge that the wrong customer received the order until either the addressee or the rightful owner contacts us. So far I cannot find the rightful owner of this order. They may not contact us because they received a full credit. Our company has been in business a long time and we pride ourselves on having a safe environment for our customers to do business with. This was an honest mistake that in no way compromised Ms D [redacted]s account. I hope Ms. [redacted] can now be assured that this was not a diliberate act against her account. Sincerely.
I have tried for several days to order a small item.
I did not know I was making a long distant call to the Phillippines to ask for help.
I am still trying to work with these people but now would like to know the president or CEO's name to write them about the matter, small as it would be.
Initial Business Response /* (1000, 5, 2015/01/02) */
I apologize to [redacted] for the response she received from our customer service department. I am rehipping the paw print cover and remind [redacted] to not put the item in the drier as per instructions. I copy [redacted] is...
satisfied with this outcome and again I apologize that [redacted] felt forced to involve th Revdex.com in this situation.
Tell us why here... I apologize to Ms [redacted] for the delay in sending her her last refund of 13.24. Because I cannot get [redacted] to capture the refund, I have generated a refund check in the amount of 13.24. This check will be sent on 12-29-16. Again, I am sorry for the...
I have ordered from this company twice before and had no problems at all ! The shipping was in a timely manner and the quality was acceptable when I received my items ! I am placing a third order today and hope it also turns out good with no problems ! If so I will be the first to turn in a complaint !
Tell us why here... I apologize to Ms. [redacted] for the trouble she had while placing her order with us. When Ms [redacted] placed the order and closed the order the sale went to the credit card processor for authorization. We did not receive the funds as the order was cancelled, We...
only receive payment when the order is shipped. Usually when an order is placed on our web site it could take time to transfer into our database. Our customer service reps could not have seen the order if it had not transferred yet. I have generated a request to our marketing department to remove Ms [redacted] from our mailings and emails. If Ms [redacted] was receiving catalogs she may receive one or two more before they stop. Thank you for giving us this opportunity to explain the situation.
Initial Business Response /* (1000, 5, 2014/11/13) */
I can absolutely assure [redacted] that we DO NOT share any credit card information with anyone. We did not submit [redacted]'s credited card to [redacted]. The only way a company like [redacted] can get [redacted]'s credit card is by...
submitting it herself. [redacted] has not ordered from us since 2010. We have no idea why [redacted] would say that we provided this information to them. Also, [redacted] was removed from our lists several years ago. I apologize for the misinformation provided to [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to a representative from Collections, Etc. in October concerning my "membership" to [redacted] I was told that it was because I cashed a check from Collections, Etc. I was also told by [redacted] that my trial membership began when I cashed this check (that I thought was a refund check). They then began charging my credit card for monthly payments, but I never received any membership information, a membership number or even a telephone number to contact the company in case I needed to use their services. The only way [redacted] could have gotten my credit card information was from Collections, Etc.
When I contacted [redacted] I was told that I was enrolled in their program through Collections, Etc. Once again, they used my credit card information. I am still receiving catalogs from this company, Collections, Etc.; I received one in the mail two days ago. I have no idea how the membership scam to [redacted] was started. A representative from Collections, Etc. told me that they do not keep my credit card information, but, apparently, they do since they gave it to [redacted] when I cashed the "refund" check that automatically signed me up for membership to this club and began taking payments from my credit card. [redacted] has stated that Collections, Etc. enrolled me in their program, and that is the only way that they could have obtained my credit card information. I do not even know what kind of company that this even is, and I am curious to know what kind of partnership Collections, Etc. has with these businesses and how much money that they make off each new "enrollment" that comes from their company.
Final Business Response /* (4000, 9, 2014/11/19) */
I am sorry but I KNOW we do not give out customer credit cards. We give customers the opportunity to join these savings companies by informing them of these companies offers, but the customer has to give payment information to these savings companies themselves. I cannot stress this enough. Customer had to be misinformed in October by one of our representatves who did not know the specifics.
Initial Business Response /* (1000, 5, 2015/03/30) */
Thank you for giving us the opportunity to address Ms [redacted]'s concerns. We do not advertise the Patio Door Curtain Panels as insulated. We describe these curtains as helping to save enery in the heat and the cold by drawing the drapes...
closed, just like we are taught by the weather annoucers to close blinds and shades to keep our houses warmer in the winter and cooler in the summer. As to the Forsythia wreaths. The diameter is measured like all of our other wreaths, from the tip of the branchs on one side of the wreath to the opposite side. Most all of our wreaths as wretahs sold everywhere have to be fluffed up after being contained in their cartons. Ms [redacted] is welcome to return any merchandise that she is not satisfied with. Thank you again.
Initial Business Response /* (1000, 5, 2014/05/09) */
I apologize to [redacted] for the trouble she has gone through with her order [redacted] I will explain the circumstances for the $12.99 charge shown on her debit card bill on 5-2-14. [redacted] placed an internet order with us on...
3-3-14 for an order totalling $59.46 for four items. One of the items, a Butterfly Table Runner was backordered until 3-7-14 and did not ship with the other three items on 3-5-14. We can only charge for merchandise shipped. The items shipped on 3-5-14 totalled $46.47. Then on 3-7-14 when the fourth item shipped for $12.99 our payment processor came back to us with a rejected deposit. Meaning we shipped the product but were not paid the $12.99. On 4-29-14 we tried resubmitting the $12.99 deposit and it went through successfully. We cannot determine if a credit card is a debit card or not and we had no idea that [redacted] would be charged an NSF fee by her bank for our activity in trying to collect our payment for a product shipped. I hope I have explained our situation and once again I sincerely apologize to [redacted] for the trouble we have caused her.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Order [redacted] placed on Mar.03, 2014, amounted to $59.46 (I was entitled to FREE SHIP)which they tried to charge me for from the beginning! I was notified by CollectionsEtc. only (3) of the (4) items I ordered would ship immediately, and I would be BILLED when the items shipped, for $46.47. The last item was on back order. I paid via [redacted] on Mar. 05, 2014, the total DUE of $46.47, and told WHEN the last item shipped, I would be BILLED for $12.99. I am unsure of the exact date the last item was shipped to me, whether in late March or early April??? But NO additional BILL or e-mail from CollectionsEtc., or indication of the further $12.99 to be paid was presented to either me or my bank. Upon close examination of my accounts, NEITHER my [redacted] nor my Banking Statements for the months of Mar.UNTIL April 29, 2014, indicated ANY $12.99 PURCHASE or BILL. Nothing was EVER presented to my Bank for payment on Mar. 07, 2014, (as they stated in their response) because there were funds in my account to cover it, and there was NO indication on any of my banking statements that it was presented for payment and "rejected". My bank covers my overdrafts, and I pay any banking fees, if this happens! All of a sudden on April 29, 2014--WITHOUT MY KNOWLEDGE or MY AUTHORIZATION COLLECTIONSETC. WITHDREW MONEY FROM MY ON LINE ACCT. via [redacted]! This is ILLEGAL! If I had been presented with an invoice for the $12.99 or even an E-mail from CollectionsEtc. indicating payment of $12.99 was NOW DUE--I would have worked it into my Budget. I live on a fixed income and cannot afford such costly and deceptive business practices from what is supposed to be a reputable company. I WILL NEVER CONSIDER PURCHASING ANYTHING FROM THIS COMPANY AGAIN all because of their VERY POOR CUSTOMER SERVICE, and neglecting to even bother to present me with an AMOUNT DUE/NOTICE.
Final Business Response /* (4000, 9, 2014/05/12) */
I once again apologize to [redacted] for the inconvenience caused her. It seems there is nothing else I can say that would help the situation.
Thank you for allowing us this opportunity to answer Mr. [redacted]'s complaint. We did receive his order on July 25th and his check was sent for deposit on the 26th. As stated on the back of our order form "Personal checks subject to credit approval". We received approval on July...
29th and the order shipped August 1st. The item was delivered on August 4th. He contacted us on the 5th asking for a label to return the item. We are currently waiting for the return. Upon receipt we will issue a refund. We regret any inconvenience this may have caused Mr. [redacted].
Sincerely,
Collections Etc.
Customer Care Department
Tell us why here... I apologize to Ms [redacted] for the funds held on her debit card. I tried talking with Ms [redacted] bank to have the authorization amount released but they would not talk with me unless Ms [redacted] was also on the line. Ms [redacted] did not answer her phone...
for me to set this up. According to our records the authorization will fall off on 12-1-16. I hope this will suffice. Once again I do apologize for the inconvenience.
Tell us why here... I have investigated Ms [redacted] complaint and have given her a credit of $39.99 the cost of the item. Customer had free shipping at the time of the order and the 2.25 handling charge is not refundable. I hope this brings this matter to a satisfactory...
I purchased online date 1/28/16 order no. [redacted] csr # [redacted] $14.99 shipping & processing. total 9.24. I was not pleased with the article and called for a return. I was advised that a 7.99 charged would apply for a return label.. I do not think this is fair as I have place many an order by email and when received a return slip is accompanied with the order. No. charge. I do not like the way this was handled by csr service and advised them I would not give a positive review for their company.
I ordered several items online for a total of $41.00, I get an email response showing my order and the $41.00 balance. 3 hours later I get another duplicate email showing my order but now the balance is $56.00. Whaaaat? I call. of course, and the customer service can't find any order but mysteriously has my email and address. She says to call back in a day or two, I say 'cancel the order' but somehow she can't.
Initial Business Response /* (1000, 5, 2015/10/07) */
I apologize to Mr [redacted] for the handling of his order [redacted]. Our system is automated and when his order went through with a sold out item it recalculated the shipping costs. We are working to get this problem fixed. Mr [redacted]'...
additional refund check for 50.97 was mailed on 10-6-15. I have also initiated his removal from our catalog lists. I also apologize for the incorrect information provided by our colleagues overseas.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the business going to do to refund thousands of orders that had the same problem I did? Is the business going to issue refunds or just keep the money. The business says they are working to fix the problem but does that give them the right to keep customer's money? As I stated in the complaint,[redacted] was very helpful to refund my order only after I cancelled it. The business needs to refund the thousands of dollars they have kept from customers. The business needs to provide all their records for the past 5 years to an independent Revdex.com investigator and the Revdex.com should ensure those other affected customers are provided a full refund. Until such time as the independent investigation is completed, the Revdex.com should post a warning to the effect there is an investigation in progress. The business has in effected stated their system is defective. Only part of my complaint is somewhat resolved, in that they are providing me a full refund, removing all of my personal information from their records, removing me from their mailing, not going to sell or rent my personal information but the business did not address how they were going to provide a refund to other customers affected by the same defective programming as I was.
Final Business Response /* (4000, 9, 2015/10/15) */
The situation that Mr. [redacted] experienced is unfortunate and we have corrected his order.
Our company successfully services millions of customers every year. We work diligently to maintain extremely favorable customer service ratings including an A+ rating from the Revdex.com. We have been a company in good standing for a very long time and would not do anything to jeopardize our customer's trust.
As with any company, we do occasionally discover that a customer has experienced an unexpected event. Mr. [redacted] experienced one of these events, and while extremely rare in occurrence, when we are told of a problem, we work to correct them as quickly as possible.
Thank you for the opportunity to respond to Mr. [redacted].
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response is "puffiness". Although the company has provided me with a full refund, the company did not address how they were going to refund the thousands of dollars their faulty automated system withheld/changed the shipping charges and then put that money in the pockets of the company as profit. Which I identified in my original complaint. The only resolution I will accept is a full investigation of the company's records by Law Enforcement and full refunds with interest to customers. The Revdex.com should reconsider its rating of this company. If the Revdex.com should decide to close this complaint, I expect the Revdex.com to notify me by mail.
It's been a month now that I have not got a full refund for the returned purchase from Collections Etc. My first return with enclosed return form and original invoice and label provided by Collections Etc. was sent right back to me due to what seemed to be a negligence of warehouse workers. I had to call and make sure they understood I was returning the items, requested another label and sent it back. I only got a fourth of my refund so far as I was told they process each of the items in the box separately, despite the fact that it was the same order, and that it takes them 7 to 10 business days to process each of the items. I consider it a scam.
I HAVE BEEN A CUSTOMER OF COLLECTIONS ETC. FOR YEARS. I HAVE ALWAYS BEEN VERY PLEASED WITH THE PRICES AND WITH THE MERCHANDISE I BOUGHT.
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. I am still unhappy with the company as it took six weeks to get a refund AND they never answered any of my emails. Extremely poor customer service. I would not recommend them to anyone.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/05/21) */
Thank you for giving us this opportunity to explain the unfortunate problem we had with [redacted] order.
We received her order on May 7th but we inadvertently spelled her last name incorrectly, this is why it was
not located at the...
time she called. We did find the order which was being held because of a balance due.
We contacted [redacted] on May 14th aand explained this and waived the balance due. The order shipped the
same day and was delivered May 17th this was confirmed with [redacted]. We apologize for any inconvenience
we have caused her. Thank you
Tell us why here... I apologize to Ms [redacted] for not being more specific. While not being able to say whose credit card was charged for the purchase, we credited back the $45.22 to the cc# used on order #[redacted]. This was a phone in order. If a customer does not supply the operator with a c
r they are asked to supply they're zip code and last name. If there are more customers that match the last name and zip code the operator is supposed to ask the customer for first name and street address. We have more than one customer with the last name of [redacted] at the same zip code. The operator must not have heard the customer incorrectly and chose the wrong Ms. [redacted]. The operator than asks for the payment. The customer supplies the credit card number to be used and the order proceeds to the end. Since the operator unknowingly chose the wrong customer to apply the order to, Ms D [redacted] received the notification of shipment to her email address of record and then received the order. We have no prior knowledge that the wrong customer received the order until either the addressee or the rightful owner contacts us. So far I cannot find the rightful owner of this order. They may not contact us because they received a full credit. Our company has been in business a long time and we pride ourselves on having a safe environment for our customers to do business with. This was an honest mistake that in no way compromised Ms D [redacted]s account. I hope Ms. [redacted] can now be assured that this was not a diliberate act against her account. Sincerely.
I have tried for several days to order a small item.
I did not know I was making a long distant call to the Phillippines to ask for help.
I am still trying to work with these people but now would like to know the president or CEO's name to write them about the matter, small as it would be.
Initial Business Response /* (1000, 5, 2015/01/02) */
I apologize to [redacted] for the response she received from our customer service department. I am rehipping the paw print cover and remind [redacted] to not put the item in the drier as per instructions. I copy [redacted] is...
satisfied with this outcome and again I apologize that [redacted] felt forced to involve th Revdex.com in this situation.
Tell us why here... I apologize to Ms [redacted] for the delay in sending her her last refund of 13.24. Because I cannot get [redacted] to capture the refund, I have generated a refund check in the amount of 13.24. This check will be sent on 12-29-16. Again, I am sorry for the...
inconvenience caused Ms [redacted].
Always great
I have ordered from this company twice before and had no problems at all ! The shipping was in a timely manner and the quality was acceptable when I received my items ! I am placing a third order today and hope it also turns out good with no problems ! If so I will be the first to turn in a complaint !
Tell us why here... I apologize to Ms. [redacted] for the trouble she had while placing her order with us. When Ms [redacted] placed the order and closed the order the sale went to the credit card processor for authorization. We did not receive the funds as the order was cancelled, We...
only receive payment when the order is shipped. Usually when an order is placed on our web site it could take time to transfer into our database. Our customer service reps could not have seen the order if it had not transferred yet. I have generated a request to our marketing department to remove Ms [redacted] from our mailings and emails. If Ms [redacted] was receiving catalogs she may receive one or two more before they stop. Thank you for giving us this opportunity to explain the situation.
Initial Business Response /* (1000, 5, 2014/11/13) */
I can absolutely assure [redacted] that we DO NOT share any credit card information with anyone. We did not submit [redacted]'s credited card to [redacted]. The only way a company like [redacted] can get [redacted]'s credit card is by...
submitting it herself. [redacted] has not ordered from us since 2010. We have no idea why [redacted] would say that we provided this information to them. Also, [redacted] was removed from our lists several years ago. I apologize for the misinformation provided to [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to a representative from Collections, Etc. in October concerning my "membership" to [redacted] I was told that it was because I cashed a check from Collections, Etc. I was also told by [redacted] that my trial membership began when I cashed this check (that I thought was a refund check). They then began charging my credit card for monthly payments, but I never received any membership information, a membership number or even a telephone number to contact the company in case I needed to use their services. The only way [redacted] could have gotten my credit card information was from Collections, Etc.
When I contacted [redacted] I was told that I was enrolled in their program through Collections, Etc. Once again, they used my credit card information. I am still receiving catalogs from this company, Collections, Etc.; I received one in the mail two days ago. I have no idea how the membership scam to [redacted] was started. A representative from Collections, Etc. told me that they do not keep my credit card information, but, apparently, they do since they gave it to [redacted] when I cashed the "refund" check that automatically signed me up for membership to this club and began taking payments from my credit card. [redacted] has stated that Collections, Etc. enrolled me in their program, and that is the only way that they could have obtained my credit card information. I do not even know what kind of company that this even is, and I am curious to know what kind of partnership Collections, Etc. has with these businesses and how much money that they make off each new "enrollment" that comes from their company.
Final Business Response /* (4000, 9, 2014/11/19) */
I am sorry but I KNOW we do not give out customer credit cards. We give customers the opportunity to join these savings companies by informing them of these companies offers, but the customer has to give payment information to these savings companies themselves. I cannot stress this enough. Customer had to be misinformed in October by one of our representatves who did not know the specifics.
Initial Business Response /* (1000, 5, 2015/03/30) */
Thank you for giving us the opportunity to address Ms [redacted]'s concerns. We do not advertise the Patio Door Curtain Panels as insulated. We describe these curtains as helping to save enery in the heat and the cold by drawing the drapes...
closed, just like we are taught by the weather annoucers to close blinds and shades to keep our houses warmer in the winter and cooler in the summer. As to the Forsythia wreaths. The diameter is measured like all of our other wreaths, from the tip of the branchs on one side of the wreath to the opposite side. Most all of our wreaths as wretahs sold everywhere have to be fluffed up after being contained in their cartons. Ms [redacted] is welcome to return any merchandise that she is not satisfied with. Thank you again.
Initial Business Response /* (1000, 5, 2014/05/09) */
I apologize to [redacted] for the trouble she has gone through with her order [redacted] I will explain the circumstances for the $12.99 charge shown on her debit card bill on 5-2-14. [redacted] placed an internet order with us on...
3-3-14 for an order totalling $59.46 for four items. One of the items, a Butterfly Table Runner was backordered until 3-7-14 and did not ship with the other three items on 3-5-14. We can only charge for merchandise shipped. The items shipped on 3-5-14 totalled $46.47. Then on 3-7-14 when the fourth item shipped for $12.99 our payment processor came back to us with a rejected deposit. Meaning we shipped the product but were not paid the $12.99. On 4-29-14 we tried resubmitting the $12.99 deposit and it went through successfully. We cannot determine if a credit card is a debit card or not and we had no idea that [redacted] would be charged an NSF fee by her bank for our activity in trying to collect our payment for a product shipped. I hope I have explained our situation and once again I sincerely apologize to [redacted] for the trouble we have caused her.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Order [redacted] placed on Mar.03, 2014, amounted to $59.46 (I was entitled to FREE SHIP)which they tried to charge me for from the beginning! I was notified by CollectionsEtc. only (3) of the (4) items I ordered would ship immediately, and I would be BILLED when the items shipped, for $46.47. The last item was on back order. I paid via [redacted] on Mar. 05, 2014, the total DUE of $46.47, and told WHEN the last item shipped, I would be BILLED for $12.99. I am unsure of the exact date the last item was shipped to me, whether in late March or early April??? But NO additional BILL or e-mail from CollectionsEtc., or indication of the further $12.99 to be paid was presented to either me or my bank. Upon close examination of my accounts, NEITHER my [redacted] nor my Banking Statements for the months of Mar.UNTIL April 29, 2014, indicated ANY $12.99 PURCHASE or BILL. Nothing was EVER presented to my Bank for payment on Mar. 07, 2014, (as they stated in their response) because there were funds in my account to cover it, and there was NO indication on any of my banking statements that it was presented for payment and "rejected". My bank covers my overdrafts, and I pay any banking fees, if this happens! All of a sudden on April 29, 2014--WITHOUT MY KNOWLEDGE or MY AUTHORIZATION COLLECTIONSETC. WITHDREW MONEY FROM MY ON LINE ACCT. via [redacted]! This is ILLEGAL! If I had been presented with an invoice for the $12.99 or even an E-mail from CollectionsEtc. indicating payment of $12.99 was NOW DUE--I would have worked it into my Budget. I live on a fixed income and cannot afford such costly and deceptive business practices from what is supposed to be a reputable company. I WILL NEVER CONSIDER PURCHASING ANYTHING FROM THIS COMPANY AGAIN all because of their VERY POOR CUSTOMER SERVICE, and neglecting to even bother to present me with an AMOUNT DUE/NOTICE.
Final Business Response /* (4000, 9, 2014/05/12) */
I once again apologize to [redacted] for the inconvenience caused her. It seems there is nothing else I can say that would help the situation.
Thank you for allowing us this opportunity to answer Mr. [redacted]'s complaint. We did receive his order on July 25th and his check was sent for deposit on the 26th. As stated on the back of our order form "Personal checks subject to credit approval". We received approval on July...
29th and the order shipped August 1st. The item was delivered on August 4th. He contacted us on the 5th asking for a label to return the item. We are currently waiting for the return. Upon receipt we will issue a refund. We regret any inconvenience this may have caused Mr. [redacted].
Sincerely,
Collections Etc.
Customer Care Department
Tell us why here... I apologize to Ms [redacted] for the funds held on her debit card. I tried talking with Ms [redacted] bank to have the authorization amount released but they would not talk with me unless Ms [redacted] was also on the line. Ms [redacted] did not answer her phone...
for me to set this up. According to our records the authorization will fall off on 12-1-16. I hope this will suffice. Once again I do apologize for the inconvenience.
Tell us why here... I have investigated Ms [redacted] complaint and have given her a credit of $39.99 the cost of the item. Customer had free shipping at the time of the order and the 2.25 handling charge is not refundable. I hope this brings this matter to a satisfactory...
conclustion. Thank you.
I purchased online date 1/28/16 order no. [redacted] csr # [redacted] $14.99 shipping & processing. total 9.24. I was not pleased with the article and called for a return. I was advised that a 7.99 charged would apply for a return label.. I do not think this is fair as I have place many an order by email and when received a return slip is accompanied with the order. No. charge. I do not like the way this was handled by csr service and advised them I would not give a positive review for their company.