Initial Business Response /* (1000, 10, 2015/09/16) */
Regarding this case, the customer did place their order after the deadline for pre-ordersOrders placed before the pre-order deadline are collection and delivered before the students arrive on campusOrders placed after the deadline are not
guaranteed to be delivered by any specific dateThose orders are placed on the service log and must be handled by the operations teamThe operations team does not have a local presence at any particular school and works across the region at many different campusesAs a result, we cannot guarantee or schedule any delivery appointments directly with the customerInstead, the customer must wait for an operations team member to make the appointment with the studentWe do things this way because an appointment between the actual delivery team and actual recipient tends to be much more successful than an appointment set between somebody in the office and a parentIn addition, the customer service team is not capable of dispatching the operations team to any specific school based on needs or complaintsFor this reason, we were not able to give this customer a guaranteed date within the timeline they had requestedRegarding the fact that this customer was quoted delivery times: we can only provide information that we haveAll service requests are supposed to be replied to within hours - this is why the customer was informed on separate occasions that they would hear back in daysDuring the initial delivery season, we were not able to comply with this timelineAll in all, according to our records, the product in question was delivered the day after this complaint was openedWe do apologize for the extended delivery time and the manner in which this case was allowed to escalateThe internal service team was briefed on the situation and we did discuss ways that this case could have been handled better
Final Consumer Response /* (2000, 12, 2016/10/12) */
The issue with this company was resolvedThey made a delivery of the refrigerator to my daughters dorm room the day after I filed the complaintI am satisfied with the immediate response from themThe complaint file # is XXXXXXXX
Thank you,
*** ***
Initial Business Response /* (1000, 5, 2015/11/25) */
The parent contacted our company via email on October 7th inquiring why the credit card used was declined for the order. She then explained that they hadn't received the loft yet, as we informed all students in that particular hall that the cups...
needed to loft the bed were on back-order. I sent her a response email on October 8th to which she never responded, explaining that she would still need to pay for the product in order to receive it, as you would with any online retailer. I also let her know that once the shipment arrived to our warehouse, we would be contacting the students and have them delivered 1-2 business weeks after contact. We told the students that it would be sometime in November; and that they would get a discounted price for having to wait. The student's mother continued to call in; which I answered, informing her of the previously mentioned statements. There was nothing further we could at that point, as the products needed were in route. On November 5th, the student called in and I let him know that the products would be coming shortly; however, he chose to cancel instead. We processed a refund for the full amount paid ($149.63) on November 5th. Once the refund was processed, a refund receipt was sent to the student's school email account. On November 8th, the student's mother emailed wanting the bed to be lofted and for a credit to be given. I sent her a response email on November 9th to which she never responded, informing her that we had already processed a full refund for her student, per his request; and that the credit would post to the card that was used to place the order, within the week. I also gave her the transaction ID number; so that if she had any problems, she would be able to contact her bank, as the money had already been pulled from our account. We have had no contact with the student's mother since November 8th.
Initial Business Response /* (1000, 10, 2015/09/16) */
Regarding this case, the customer did place their order after the deadline for pre-ordersOrders placed before the pre-order deadline are collection and delivered before the students arrive on campusOrders placed after the deadline are not
guaranteed to be delivered by any specific dateThose orders are placed on the service log and must be handled by the operations teamThe operations team does not have a local presence at any particular school and works across the region at many different campusesAs a result, we cannot guarantee or schedule any delivery appointments directly with the customerInstead, the customer must wait for an operations team member to make the appointment with the studentWe do things this way because an appointment between the actual delivery team and actual recipient tends to be much more successful than an appointment set between somebody in the office and a parentIn addition, the customer service team is not capable of dispatching the operations team to any specific school based on needs or complaintsFor this reason, we were not able to give this customer a guaranteed date within the timeline they had requestedRegarding the fact that this customer was quoted delivery times: we can only provide information that we haveAll service requests are supposed to be replied to within hours - this is why the customer was informed on separate occasions that they would hear back in daysDuring the initial delivery season, we were not able to comply with this timelineAll in all, according to our records, the product in question was delivered the day after this complaint was openedWe do apologize for the extended delivery time and the manner in which this case was allowed to escalateThe internal service team was briefed on the situation and we did discuss ways that this case could have been handled better
Final Consumer Response /* (2000, 12, 2016/10/12) */
The issue with this company was resolvedThey made a delivery of the refrigerator to my daughters dorm room the day after I filed the complaintI am satisfied with the immediate response from themThe complaint file # is XXXXXXXX
Thank you,
*** ***
Initial Business Response /* (1000, 5, 2015/11/25) */
The parent contacted our company via email on October 7th inquiring why the credit card used was declined for the order. She then explained that they hadn't received the loft yet, as we informed all students in that particular hall that the cups...
needed to loft the bed were on back-order. I sent her a response email on October 8th to which she never responded, explaining that she would still need to pay for the product in order to receive it, as you would with any online retailer. I also let her know that once the shipment arrived to our warehouse, we would be contacting the students and have them delivered 1-2 business weeks after contact. We told the students that it would be sometime in November; and that they would get a discounted price for having to wait. The student's mother continued to call in; which I answered, informing her of the previously mentioned statements. There was nothing further we could at that point, as the products needed were in route. On November 5th, the student called in and I let him know that the products would be coming shortly; however, he chose to cancel instead. We processed a refund for the full amount paid ($149.63) on November 5th. Once the refund was processed, a refund receipt was sent to the student's school email account. On November 8th, the student's mother emailed wanting the bed to be lofted and for a credit to be given. I sent her a response email on November 9th to which she never responded, informing her that we had already processed a full refund for her student, per his request; and that the credit would post to the card that was used to place the order, within the week. I also gave her the transaction ID number; so that if she had any problems, she would be able to contact her bank, as the money had already been pulled from our account. We have had no contact with the student's mother since November 8th.