Create A Design

Review: On 10/18/14 I ordered mdse for a shower totaling $98.04. Not having received information regarding its shipment, on 10/22/14 I checked my online acct created when I placed the order, which showed the order "processing." I contacted the co @ 12:31 p CST to inquire & was told that [redacted] wasn't in but should be in shortly. I left my phone number & requested a call back. After not receiving a call, at 12:51 p CST I called back & was advised [redacted] would be back in 5 minutes. I never did receive a return phone call but did receive an email at 12:53 stating "Hi: we regret to advise that these items are no longer available - we have just been told now. Sorry for the delay-[redacted]" I called back at 1:37 pm and spoke to [redacted], requesting a refund which she said she would process later that evening. When I checked my PayPal acct later I saw that the refund had been issued as an eCheck which takes several days to process. I emailed [redacted] today at 9:34 am advising that I didn't pay via eCheck & didn't want a refund via eCheck, requesting that I be issued an immediate refund. She emailed me back at 11:10 am stating it was out of her hands, that the funds should have been available immediately, & I would have to pursue the matter with PayPal. She also said she "would be interested to see paypal's answer as to why they are sending an echeck which should be almost immedialty available to you." I contacted PayPal & was advised that immediate refund was possible but would require that the eCheck be canceled & the refund reissued. At 11:55 am I emailed this information to [redacted] indicating my expectation of quick resolution &/or response. By ~ 4pm I had received no response & filed a dispute with PayPal. I then called back at 6:34 pm & spoke to Rufus who said that they spoke to Paypal several times (PP said not true) but couldn't "just drop everything for one person" & that he had no interest in doing anything further. I now have no money to purchase alternative items to replace what co doesn't have.Desired Settlement: IMMEDIATE PAYMENT TENDERED, IMMEDIATE REFUND DEMANDED!! Delivery of these items was time-sensitive as they were for a baby shower next weekend. I had allowed for shipping time, but didn't expect such shenanigans when the company couldn't fulfill my order & didn't tell me until asked. I DON'T have another $100 to purchase alternative favors for this shower & can't wait until the middle or end of next week for eCheck funds so that I can order something else. Poor communication, terrible service:-(

Business

Response:

Dear [redacted]:

Comments re refund on complaint ID number [redacted]: Name: [redacted].

Firstly, please find attached transaction detail statement, resolution center details and E-check payment cleared details from Paypal.

The customer is correct in stating that she placed an order with us on 18th October 2014. This was for an item that our regular vendor had sold out of and we were attempting to obtain the same item from another vendor. However, we do not work week-ends so nothing was actually done with this order until Monday October 20th. But please remember we have other projects and deal with orders in the order they come in, both mail order and in-house at our brick-and-mortar premises in Del Mar. We also, in this case, needed to wait for a response from the other sources. This order was not treated as a rush because at no time was it mentioned that time was of the essence.

The customer is correct in stating that we responded to her in writing. This has become our policy as things said on a phone call are subject to “she said, I said” etc, but emails have a paper trail. We on our side immediately went onto Paypal and set the item to refund – see attached transaction details report. From then on it is out of our hands and in the hands of Paypal.

Contrary to what Ms. [redacted] indicates in her letter, after her request to us to speed things up we did contact Paypal. They told us we could cancel and replace the refund request but it would not speed up the transaction. At this stage when Ms. [redacted] accused me of not being truthful about our communications with Paypal is when I must admit I put this problem on the back-burner. We are not in the habit of lying and I could not get this across to her. Again Ms. [redacted] is correct in stating that she filed a dispute with Paypal, but what she has failed to tell you was that the dispute indicated that she was claiming non-receipt of her goods, and failed to state that we had set in motion a refund resulting from us not having her item in stock. I myself had a problem with Paypal in that her claim to us was for the goods and that she wanted her goods, and that the Paypal agent I spoke to, when I called to tell them the funds had cleared in their system, was not interested in hearing that a refund had gone through, that was not the dispute – the dispute from their point of view was non-delivery!!

This is also the gist of the conversation I had with her late on the afternoon of October 28th when she called to complain about the situation that she wanted the money from me NOW; but if you please be so kind as to refer to Paypal’s E-check funds cleared notification, you will note that the funds were paid on Oct. 27th, the day before her phone call!! Her comments and tone were completely derogatory and did she mention to you that I very politely told her I was terminating the conversation rather than be totally abused.

Once again, we regret we were unable to accommodate her purchase but have refunded the money she paid, in full.