[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] I don't care about how did you handle the probelm in the future, in the future I will check every package's weight since you shipped the package of the order,if I found that the package of the weight was too absurdly,I will contact the customer service to recall the package, so you can know how did the problem happeni insist that the problem was happened in your warehouse,you should start a claim in your warehouse
April 2, [redacted] RE: Case # [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Mr***’s account I appreciate him contacting us about this situation and I am more than happy to address his concerns When Mr [redacted] contacted our eCustomer Care department on 2/24/stating we sent him the wrong item, we sent a no-charge replacement order for the correct item as a courtesy and a folle-mail alerting him we had done so Typically our customers prefer this resolution and I apologize that it is not what Mr [redacted] wanted The folle-mail he received is automatically generated when a no-charge order has been sent and the original order hasn’t been received back within the shipping timeframe We send it as a reminder to customers who have received a no-charge so they are aware we haven’t yet received their return In regards to his refund, the most updated notes in his account (from 3/29/15) indicate that an additional refund for $was issued back to his card According to our records, this was the amount that was still outstanding from his return and he has been fully refunded I apologize for any inconvenience or frustration this situation may have caused I will pass Mr***’s feedback along to our eCC and investigation departments along with a suggestion that they discuss available options with future customers prior to placing a no-charge order Again, we do this automatically as a courtesy for customers who have been inconvenienced with a wrong or defective item, but obviously it exacerbated the situation for Mr *** I have documented all information in his account If he has any further questions or concerns, he is welcome to contact us at any time Thank you [redacted] Eastbay
I feel disappointed and angry very attitude towards them.After the time and money I pay so much, they still ask me to pay the freight.I have a question: if they received the shoes and shoes without any problem, tell me, who is to bear my lossThe quality problem of shoesthrough the photos is very clearThis is obviously their plot, they attempt to escape the compensation and liability.If this is America permitted by law, I will investigate this matter no longer.But I still hope to get my money, because it is simply not worth the shoes.Let them give me a specific compensation price, let me know your shoesreturned to their worth.Defects on the photo can not prove that the problem of shoe?Only the shoes and send back to prove as effective evidence?If they refused my request, I give in to them or to continue fighting, please tell meI show my position again: I just want to restore my loss, is also a refund.Once again I contacted Eastbay online customer service,They told me that even if the shoes are really the problem, the return of theinternational shipping is still have me to bear.I really do not understand, this is a no responsibility andethics of the company.Why get so good evaluation on your website?Because I am not American?I have been on this matter of despair.If they were like this, maybe I can only give upBut I can't give up, Please tell me the way to.Please reply me as soon as possible
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] I would also like to thank everyone at the Revdex.com for providing this service to the peopleIf you didn't exist, I probably would of never got my issue resolvedIt is funny how quick companies are willing to help after they receive a complaint through Revdex.comI tried to resolve it with involving Revdex.com at first but they refused to provide a fair service to meThank you again!
April 14, [redacted] RE: Complaint ID # [redacted] – [redacted] Dear [redacted] , I received Mr [redacted] ’s additional concerns and I have looked further into his account Prior to his account being closed by our payment verification department, he received over $in free shipping and over $in product discounts related to his loyalty club membership since June As the benefits he has received far outweigh the original $he paid for the membership, that fee will not be reimbursed In regards to the cancellation, the Terms and Conditions Mr [redacted] agreed to at the time he joined the loyalty club state the following: We may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at any time without prior noticeEastbay has the right, in its sole discretion, to modify, add or delete any of the Loyalty Club terms, conditions or benefits, in whole or in part, at any time, with or without notice, even though such changes may reduce (or increase) the value of a Member's benefit, except where prohibited by lawContinued use of your Membership in the Eastbay Loyalty Club constitutes acceptance of any modifications, additions or deletions Thank you for your time Sincerely, [redacted] Eastbay
January 12, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I apologize that my previous response did not reflect the correct information from Ms***’s account Her account notes state that the shipping refund was for her two most recent orders but I do see that it was actually for her order on 9/17/ Ms [redacted] is correct that our APO/FPO shipper was not delivering within the appropriate timeframe in recent months; prior to that we were able to offer APO/FPO customers the shipping cost of a slower service but still provide faster Priority Mail shipping timeframes However, when that service was recently unable to provide appropriate results to our military customers, we began shipping packages through straight Priority Mail without increasing their shipping costs I sincerely apologize for any inconvenience caused to Ms [redacted] on previous orders, and we have made the appropriate changes to speed up the delivery time for APO/FPO shipments As she did not feel a $gift card was sufficient to compensate for the multiple service issues on her orders, I am happy to send an additional $ gift card I also checked all orders she placed in and I am issuing an additional refund of $to reimburse all shipping on those orders that hasn’t previously been refunded to her (This includes her last order placed in which did ship via Priority Shipping.) Thank you [redacted] Eastbay
January 12, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Mr***’s account I looked into this order and tracking still has no scans, so we will be treating this as a lost package I contacted Mr [redacted] to let him know I was replacing the order for him with upgraded Next Business Day shipping for delivery on 1/ Thank you [redacted] Eastbay
March 5, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms [redacted] ’s account I can provide her internal SmartLabel tracking number ( [redacted] ) but she will not be able to use it on their website because a username/password is needed As of today, the label does not show that USPS scanned this package into their system and the package has not been received back at our warehouse The best option for Ms [redacted] would be for her to contact the UPS branch where she dropped off her package to determine which post office they brought the package to Unfortunately we are not able to access this information on our end if there are no USPS tracking scans on the package Once she has this information, we will be happy to contact that post office and find out whether the package is still there Thank you [redacted]
April 28, [redacted] RE: Complaint ID # [redacted] – [redacted] Dear [redacted] , I received your correspondence and reviewed the information in Mr [redacted] ’s account I forwarded his concerns to our purchasing department and they stated that the rules for Little League and Coach Pitch are a bit different depending on what association sanctions a child’s team Children who play Coach Pitch in a Little League-affiliated league can only use bats that are approved by LL and their rule states the bat barrel must be ¼” The Coach Pitch bat that Mr [redacted] purchased is approved by the USSSA which allows ¾” bats For Mr [redacted] ’s inconvenience we will be happy to accept his bat back as a return and issue him either a full refund or an exchange I have noted this information in his account and requested an e-mailed UPS prepaid return label for his use He should receive the label within business day and his return can be taken to any UPS location Thank you for your time Sincerely, [redacted] Eastbay
October 29, [redacted] RE: Case # [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms***’s account regarding the order she placed online on 10/21/ I sincerely apologize for her inconvenience related to this order When the order was placed, the shipping address during the checkout process was the default address listed in Ms***’s online account The notes in her account do confirm that she contacted us immediately after her order was placed to have the shipping address changed At that time, unfortunately the order had not yet downloaded into our system so we were unable to make changes Ms [redacted] spoke with several members of our leadership staff who contacted our warehouse in an attempt to keep the order from shipping, but unfortunately the order was not able to be stopped and did ship out Most current tracking on the package shows that it was delivered on 10/28/ As Ms [redacted] stated she no longer lives at this address, I have filed a delivery investigation on the package Ms [redacted] will receive an e-mail from our Claims Department within the next hours and she should respond back stating she did not receive the package The standard timeframe for the delivery investigation to be completed is up to business days, but I have documented all information in her account so this can be resolved for her as quickly as possible In the event that Ms [redacted] does opt to place any future orders on Eastbay.com, she can change the default information saved in her account (billing/shipping address, phone number and e-mail) by logging in to the site and clicking “Edit” to make changes Unfortunately, once orders are submitted online, the process is entirely automated with the intention of processing customer orders as quickly as possible This makes it extremely difficult to modify individual orders and despite our best efforts, orders typically do ship out as they were entered online Per Ms***’s request, I have removed her from our catalog mailing lists (She may still receive 2-more catalogs as they are preprinted.) The e-mail she receives from our Claims Department includes their contact information Ms [redacted] can forward any questions regarding her lost package or refund to their team and they will be happy to assist Thank you for your time Sincerely, [redacted]
June 3, Revdex.com of Wisconsin Attn: [redacted] RE: Complaint ID # [redacted] – [redacted] Dear [redacted] , When Ms [redacted] originally placed her order, the item went on backorder As we do not charge up front for backordered items, our system only held an authorization for the order As previously stated, we do not have any record of receiving a cancellation request from Ms [redacted] These requests require an internal form to be completed which leaves a record in a customer account; her account shows no record of that request nor any documentation that any of our associates received this request When the item shipped to Ms [redacted] , our system did not receive notification from the manufacturer that they sent the item out so we could complete the charge on her card She did not contact us to state that she received the item that she states she had previously requested to cancel, and our system saw the order as “unshipped” so the pending authorization was dropped from her account and payment did not post as it should have In Feburary 2015, months after Ms [redacted] had received her order, our system rectified the error and charged her for the item that she had successfully received Again, we had not received any notification prior to that stating that Ms [redacted] wished to cancel the order nor that it had been delivered to her, and the charge that was put through to her card was automatic through our system After the charge went through, Ms [redacted] then called us asking to cancel the order and then disputed the charge with her credit card for non-delivery of product (even though she had the item in her possession for the previous months and was aware she had not been charged the $due) Our payment department contacted her numerous times (as outlined in our previous response) regarding the issue and she did not respond back to our requests We make these contacts in a good faith attempt to resolve the matter internally and work with the customer to avoid sending their account to collections However, if we don’t receive a response and the customer still has the item in their possession that they have not paid for, we must proceed with the collections process so we can recoup the funds that we are due As we have previously stated to Ms [redacted] , once an account is turned over to collections, the matter is then between that company and the customer to repay the debt and we no longer work with the customer directly At this point, she will need to work directly with collections to pay her past due balance Thank you for your time Sincerely, Lindsey B [redacted] Eastbay
January 6, Revdex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information Mr [redacted] ’ account His order shipped 12/with standard 5-business day Fedex SmartPost shipping Current tracking on this order shows that it is scheduled for delivery tomorrow (1/7/14) by the United States Postal Service, which is the 6th business day (See attachment.) Thank you [redacted] Kids Foot Locker
January 29, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and contacted Mr [redacted] to discuss his concerns I forwarded him the information I received from our Purchasing department related to the Cascade R Lacrosse helmet recall, as well as the contact information for their company They are requesting that all customers return the helmets directly to them; they will retrofit the helmets to make them certifiable and return them to the customer within hours Mr [redacted] and I did discuss my sending a possible replacement, but unfortunately we do not have the correct color that his son needs He indicated that he will contact Cascade to have the helmet retrofitted I have entered a refund for his shipping as he is still not able to use the item he ordered Thank you [redacted] Eastbay
April 16, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I received your correspondence and reviewed the information in Ms [redacted] ’s account I apologize for her frustration with her recent orders and I would be happy to address her concerns Her account shows that order # [redacted] was placed on Saturday, 12/20/14, too late in the evening for the order to ship that day It shipped the next business day (Monday, 12/22/14) and was delivered 12/24/ She had requested business day shipping, so according to these dates, that particular order was delivered within the required timeframe I also apologize that Ms [redacted] received the wrong item on her next order and that she received inconsistent information from our staff We will definitely look into these concerns so we can make the necessary adjustments UPS does confirm they delivered order # [redacted] the package to the customer, so we do need to complete a delivery investigation However, for Ms [redacted] ’s inconvenience, I am happy to refund her up front for the package prior to the investigation being completed (Please allow 5-business days for the refund to post.) She does need to respond to any communications she receives regarding the investigation so it can be completed as well Thank you [redacted] Eastbay
January 21, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , To resolve this issue, I have issued the following refunds - $for items customer states were missing from invoice # [redacted] , $for items customer states were missing from invoice # [redacted] , and $for items customer states were missing from invoice # [redacted] These refunds will be applied back to the PayPal account used on the order and will take 5-business days to appear in his account I would also like to advise Mr [redacted] that this is a one-time resolution and in the future, any claims of missing items will need to be directed to his freight forwarder I have documented this information in his account Thank you [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] I don't care about how did you handle the probelm in the future, in the future I will check every package's weight since you shipped the package of the order,if I found that the package of the weight was too absurdly,I will contact the customer service to recall the package, so you can know how did the problem happeni insist that the problem was happened in your warehouse,you should start a claim in your warehouse
April 2, [redacted] RE: Case # [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Mr***’s account I appreciate him contacting us about this situation and I am more than happy to address his concerns When Mr [redacted] contacted our eCustomer Care department on 2/24/stating we sent him the wrong item, we sent a no-charge replacement order for the correct item as a courtesy and a folle-mail alerting him we had done so Typically our customers prefer this resolution and I apologize that it is not what Mr [redacted] wanted The folle-mail he received is automatically generated when a no-charge order has been sent and the original order hasn’t been received back within the shipping timeframe We send it as a reminder to customers who have received a no-charge so they are aware we haven’t yet received their return In regards to his refund, the most updated notes in his account (from 3/29/15) indicate that an additional refund for $was issued back to his card According to our records, this was the amount that was still outstanding from his return and he has been fully refunded I apologize for any inconvenience or frustration this situation may have caused I will pass Mr***’s feedback along to our eCC and investigation departments along with a suggestion that they discuss available options with future customers prior to placing a no-charge order Again, we do this automatically as a courtesy for customers who have been inconvenienced with a wrong or defective item, but obviously it exacerbated the situation for Mr *** I have documented all information in his account If he has any further questions or concerns, he is welcome to contact us at any time Thank you [redacted] Eastbay
I feel disappointed and angry very attitude towards them.After the time and money I pay so much, they still ask me to pay the freight.I have a question: if they received the shoes and shoes without any problem, tell me, who is to bear my lossThe quality problem of shoesthrough the photos is very clearThis is obviously their plot, they attempt to escape the compensation and liability.If this is America permitted by law, I will investigate this matter no longer.But I still hope to get my money, because it is simply not worth the shoes.Let them give me a specific compensation price, let me know your shoesreturned to their worth.Defects on the photo can not prove that the problem of shoe?Only the shoes and send back to prove as effective evidence?If they refused my request, I give in to them or to continue fighting, please tell meI show my position again: I just want to restore my loss, is also a refund.Once again I contacted Eastbay online customer service,They told me that even if the shoes are really the problem, the return of theinternational shipping is still have me to bear.I really do not understand, this is a no responsibility andethics of the company.Why get so good evaluation on your website?Because I am not American?I have been on this matter of despair.If they were like this, maybe I can only give upBut I can't give up, Please tell me the way to.Please reply me as soon as possible
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] I would also like to thank everyone at the Revdex.com for providing this service to the peopleIf you didn't exist, I probably would of never got my issue resolvedIt is funny how quick companies are willing to help after they receive a complaint through Revdex.comI tried to resolve it with involving Revdex.com at first but they refused to provide a fair service to meThank you again!
April 14, [redacted] RE: Complaint ID # [redacted] – [redacted] Dear [redacted] , I received Mr [redacted] ’s additional concerns and I have looked further into his account Prior to his account being closed by our payment verification department, he received over $in free shipping and over $in product discounts related to his loyalty club membership since June As the benefits he has received far outweigh the original $he paid for the membership, that fee will not be reimbursed In regards to the cancellation, the Terms and Conditions Mr [redacted] agreed to at the time he joined the loyalty club state the following: We may, at our discretion, cancel, modify, or restrict the Eastbay Loyalty Club at any time without prior noticeEastbay has the right, in its sole discretion, to modify, add or delete any of the Loyalty Club terms, conditions or benefits, in whole or in part, at any time, with or without notice, even though such changes may reduce (or increase) the value of a Member's benefit, except where prohibited by lawContinued use of your Membership in the Eastbay Loyalty Club constitutes acceptance of any modifications, additions or deletions Thank you for your time Sincerely, [redacted] Eastbay
January 12, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I apologize that my previous response did not reflect the correct information from Ms***’s account Her account notes state that the shipping refund was for her two most recent orders but I do see that it was actually for her order on 9/17/ Ms [redacted] is correct that our APO/FPO shipper was not delivering within the appropriate timeframe in recent months; prior to that we were able to offer APO/FPO customers the shipping cost of a slower service but still provide faster Priority Mail shipping timeframes However, when that service was recently unable to provide appropriate results to our military customers, we began shipping packages through straight Priority Mail without increasing their shipping costs I sincerely apologize for any inconvenience caused to Ms [redacted] on previous orders, and we have made the appropriate changes to speed up the delivery time for APO/FPO shipments As she did not feel a $gift card was sufficient to compensate for the multiple service issues on her orders, I am happy to send an additional $ gift card I also checked all orders she placed in and I am issuing an additional refund of $to reimburse all shipping on those orders that hasn’t previously been refunded to her (This includes her last order placed in which did ship via Priority Shipping.) Thank you [redacted] Eastbay
January 12, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Mr***’s account I looked into this order and tracking still has no scans, so we will be treating this as a lost package I contacted Mr [redacted] to let him know I was replacing the order for him with upgraded Next Business Day shipping for delivery on 1/ Thank you [redacted] Eastbay
March 5, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms [redacted] ’s account I can provide her internal SmartLabel tracking number ( [redacted] ) but she will not be able to use it on their website because a username/password is needed As of today, the label does not show that USPS scanned this package into their system and the package has not been received back at our warehouse The best option for Ms [redacted] would be for her to contact the UPS branch where she dropped off her package to determine which post office they brought the package to Unfortunately we are not able to access this information on our end if there are no USPS tracking scans on the package Once she has this information, we will be happy to contact that post office and find out whether the package is still there Thank you [redacted]
April 28, [redacted] RE: Complaint ID # [redacted] – [redacted] Dear [redacted] , I received your correspondence and reviewed the information in Mr [redacted] ’s account I forwarded his concerns to our purchasing department and they stated that the rules for Little League and Coach Pitch are a bit different depending on what association sanctions a child’s team Children who play Coach Pitch in a Little League-affiliated league can only use bats that are approved by LL and their rule states the bat barrel must be ¼” The Coach Pitch bat that Mr [redacted] purchased is approved by the USSSA which allows ¾” bats For Mr [redacted] ’s inconvenience we will be happy to accept his bat back as a return and issue him either a full refund or an exchange I have noted this information in his account and requested an e-mailed UPS prepaid return label for his use He should receive the label within business day and his return can be taken to any UPS location Thank you for your time Sincerely, [redacted] Eastbay
October 29, [redacted] RE: Case # [redacted] Dear [redacted] , I have received your correspondence and reviewed the information in Ms***’s account regarding the order she placed online on 10/21/ I sincerely apologize for her inconvenience related to this order When the order was placed, the shipping address during the checkout process was the default address listed in Ms***’s online account The notes in her account do confirm that she contacted us immediately after her order was placed to have the shipping address changed At that time, unfortunately the order had not yet downloaded into our system so we were unable to make changes Ms [redacted] spoke with several members of our leadership staff who contacted our warehouse in an attempt to keep the order from shipping, but unfortunately the order was not able to be stopped and did ship out Most current tracking on the package shows that it was delivered on 10/28/ As Ms [redacted] stated she no longer lives at this address, I have filed a delivery investigation on the package Ms [redacted] will receive an e-mail from our Claims Department within the next hours and she should respond back stating she did not receive the package The standard timeframe for the delivery investigation to be completed is up to business days, but I have documented all information in her account so this can be resolved for her as quickly as possible In the event that Ms [redacted] does opt to place any future orders on Eastbay.com, she can change the default information saved in her account (billing/shipping address, phone number and e-mail) by logging in to the site and clicking “Edit” to make changes Unfortunately, once orders are submitted online, the process is entirely automated with the intention of processing customer orders as quickly as possible This makes it extremely difficult to modify individual orders and despite our best efforts, orders typically do ship out as they were entered online Per Ms***’s request, I have removed her from our catalog mailing lists (She may still receive 2-more catalogs as they are preprinted.) The e-mail she receives from our Claims Department includes their contact information Ms [redacted] can forward any questions regarding her lost package or refund to their team and they will be happy to assist Thank you for your time Sincerely, [redacted]
June 3, Revdex.com of Wisconsin Attn: [redacted] RE: Complaint ID # [redacted] – [redacted] Dear [redacted] , When Ms [redacted] originally placed her order, the item went on backorder As we do not charge up front for backordered items, our system only held an authorization for the order As previously stated, we do not have any record of receiving a cancellation request from Ms [redacted] These requests require an internal form to be completed which leaves a record in a customer account; her account shows no record of that request nor any documentation that any of our associates received this request When the item shipped to Ms [redacted] , our system did not receive notification from the manufacturer that they sent the item out so we could complete the charge on her card She did not contact us to state that she received the item that she states she had previously requested to cancel, and our system saw the order as “unshipped” so the pending authorization was dropped from her account and payment did not post as it should have In Feburary 2015, months after Ms [redacted] had received her order, our system rectified the error and charged her for the item that she had successfully received Again, we had not received any notification prior to that stating that Ms [redacted] wished to cancel the order nor that it had been delivered to her, and the charge that was put through to her card was automatic through our system After the charge went through, Ms [redacted] then called us asking to cancel the order and then disputed the charge with her credit card for non-delivery of product (even though she had the item in her possession for the previous months and was aware she had not been charged the $due) Our payment department contacted her numerous times (as outlined in our previous response) regarding the issue and she did not respond back to our requests We make these contacts in a good faith attempt to resolve the matter internally and work with the customer to avoid sending their account to collections However, if we don’t receive a response and the customer still has the item in their possession that they have not paid for, we must proceed with the collections process so we can recoup the funds that we are due As we have previously stated to Ms [redacted] , once an account is turned over to collections, the matter is then between that company and the customer to repay the debt and we no longer work with the customer directly At this point, she will need to work directly with collections to pay her past due balance Thank you for your time Sincerely, Lindsey B [redacted] Eastbay
January 6, Revdex.com Attn: [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and reviewed the information Mr [redacted] ’ account His order shipped 12/with standard 5-business day Fedex SmartPost shipping Current tracking on this order shows that it is scheduled for delivery tomorrow (1/7/14) by the United States Postal Service, which is the 6th business day (See attachment.) Thank you [redacted] Kids Foot Locker
January 29, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I have received your correspondence and contacted Mr [redacted] to discuss his concerns I forwarded him the information I received from our Purchasing department related to the Cascade R Lacrosse helmet recall, as well as the contact information for their company They are requesting that all customers return the helmets directly to them; they will retrofit the helmets to make them certifiable and return them to the customer within hours Mr [redacted] and I did discuss my sending a possible replacement, but unfortunately we do not have the correct color that his son needs He indicated that he will contact Cascade to have the helmet retrofitted I have entered a refund for his shipping as he is still not able to use the item he ordered Thank you [redacted] Eastbay
April 16, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , I received your correspondence and reviewed the information in Ms [redacted] ’s account I apologize for her frustration with her recent orders and I would be happy to address her concerns Her account shows that order # [redacted] was placed on Saturday, 12/20/14, too late in the evening for the order to ship that day It shipped the next business day (Monday, 12/22/14) and was delivered 12/24/ She had requested business day shipping, so according to these dates, that particular order was delivered within the required timeframe I also apologize that Ms [redacted] received the wrong item on her next order and that she received inconsistent information from our staff We will definitely look into these concerns so we can make the necessary adjustments UPS does confirm they delivered order # [redacted] the package to the customer, so we do need to complete a delivery investigation However, for Ms [redacted] ’s inconvenience, I am happy to refund her up front for the package prior to the investigation being completed (Please allow 5-business days for the refund to post.) She does need to respond to any communications she receives regarding the investigation so it can be completed as well Thank you [redacted] Eastbay
January 21, [redacted] RE: Case # [redacted] – [redacted] Dear [redacted] , To resolve this issue, I have issued the following refunds - $for items customer states were missing from invoice # [redacted] , $for items customer states were missing from invoice # [redacted] , and $for items customer states were missing from invoice # [redacted] These refunds will be applied back to the PayPal account used on the order and will take 5-business days to appear in his account I would also like to advise Mr [redacted] that this is a one-time resolution and in the future, any claims of missing items will need to be directed to his freight forwarder I have documented this information in his account Thank you [redacted]