Complete Parenting Solutions

Initial Business Response /* (1000, 5, 2015/10/12) */
To Whom It May Concern,

On Saturday evening (September 26) at 06:28pm PDT this customer ordered a downloadable behavior contract from one of our websites. Once a purchase is made on our site, an automatic email containing the product is...

sent out to the customer. Our website notes that 1-5 minutes should be allowed for delivery.

On occasion (approximately once per month) we receive an email from a customer stating that the item was not received. When such an instance occurs, it is typically for one of three reasons:
(1) the customer typed his/her email address incorrectly and the item was sent to the wrong email address,
(2) the item was sent but went into the customers SPAM folder, or
(3) the item was not received for unknown reasons (likely a technical issue of some sort, whether from our end or from the customer's end).
In each instance (1-3) we resolve the issue by re-sending the product manually (via email). Reason #3 is very rare (occurs in less than 1% of sales)...unfortunately, it appears to be what happened in this instance.
As much as we'd like to be able to, our business does not have a representative stationed at the computer 24/7 (especially not on Saturday evenings). We do check our messages very regularly and when an issue is brought to our attention, we address it immediately...which is precisely what happened once this customer's messages were read. Unfortunately, we weren't even aware of his issue until only 90 minutes after it occurred. By then, he had already filed this complaint.
We received SEVEN emails from this customer, all in a matter of LESS THAN ONE HOUR...on a SATURDAY EVENING! Had this customer simply demonstrated just a little more patience (as our other customers have done in similar instances) then this whole matter could have been avoided and he would have received his product (or a full refund).
We received all seven of this customer's emails just 90 minutes after his purchase and we were prepared at that time to resolve the issue...but the complaint had already been filed! I can understand being frustrated with a product not arriving as quick as expected, but filing a Revdex.com complaint after only 90 minutes is, I believe, a bit unfair. This complaint was entirely unnecessary.
With that being said; THIS CUSTOMER WAS ISSUED A FULL REFUND AS REQUESTED. Please be aware that this refund was issued as a result of our business practices, not as a result of the complaint. We always aim to keep our customers happy and our track record proves that.
To the best of my knowledge, this matter has been resolved. If there is anything else we can do then please let us know.
Thank you,
[redacted]
www.boomerangkidshelp.com
(Please see below for transcript of emails received from customer.)
Transcript of Messages received from customer "EB:"
Below is a transcript of the seven messages we received from this customer, along with the accompanying time stamps (according to AOL). I have cut and pasted the messages so they appear as they were received by us. Please note that these were ALL sent within one hour.
(Purchase was made at 6:28pm PDT)
Messages received:

(6:46 pm PDT)
"Here Website and email said contract would be sent in 1-5 minutes. We are now at 20 minutes. Either you can't count or your business can't be counted on. Waiting..."
(6:48 pm PDT)
"1-5 minutes? We are at 20 minutes now."

(6:53 pm PDT)
"25 minutes..."

(7:00 pm PDT)
"30 minutes. So much for recommending your site to my students for classroom management."

(7:10 pm PDT)
"40 minutes. If nothing is received, in a timely fashion I will submit a report to Revdex.com."

(7:20 pm PDT)
"50 minutes. I'd like a refund. Just found a template and created a contract while I have been waiting for yours to arrive."

(7:45 pm PDT)
"FYI...The contract that was ordered and paid for was to be emailed in 1-5 minutes. I emailed several times and received no product nor response. This email confirms that a complaint has been filed."
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I attempted to purchase this product solely due to the guaranteed delivery time of 1-5 minutes. Since they could not follow through on their promise, I made the complaint and requested a refund. A refund has been posted to my account and I consider the complaint closed.