Creative Concrete Construction

Initial Business Response / [redacted] (1000, 5, 2017/08/04) */ Dear Revdex.com, My customer, the Complainant, [redacted] , was issued a complete refund the day I got her requestWhen I asked her to drop this case she insisted I respondSo, I'm happy to do that for herOn June two customers named [redacted] ordered $of beadable productsWe were working with a new shipping program, [redacted] , and it wasn't working correctlyIt wasn't importing the names, so I had to manually type them inSo, I mistakenly shipped the [redacted] s the wrong packagesI emailed them both, explained the mistake, and asked them to send the orders to each otherThe complainant did, the other did notI provided the shipping label so she didn't have to incur any costSince the other [redacted] wasn't responding I told this [redacted] I would send another orderAnd I didUnfortunately, I again sent it to the other [redacted] The address was not corrected and the package went outAt that same time a blogger took out a YouTube video about our company because she loves working with usIt got 50,hitsSo, we were buried with new customers and ordersWhen we realized the package had once again gone to the wrong [redacted] I immediately issued the refund with a huge heartfelt apologyI know how frustrated and disappointed [redacted] is by not getting what she orderedWe've been in business years and pride ourselves on customer service, and we have great products - which is why the blogger wanted to give us a shout outNo one was more disappointed than me in letting down a customerBut with new sign ups to our store, and hundreds of new orders, the correction of her address just was overlookedI did send her the tracking information when the second package was shipped, but she didn't look at thatI sent it to her again when she asked and tracked it to the other [redacted] So she knew it had been sent and I wasn't trying to steal her moneyBeing so frustrated, even though she was issued a refund, she wanted to voice her complaint to someone elseI understand that - hence, she filed the complaintShe indicated she asked for a refund and she didn't get a response, but the truth of the matter is I issued the refund the next morning when I got to work - and sent her an email letting her know thatThere's really nothing more I can do since the problem has been resolvedWe would still love to do business with herAs of this time I still have not received the two packages back from the other [redacted] , but I hope those will be forthcoming soonThank you for your attention to this caseWe look forward to hearing from you soonBest Regards, Karen [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) As a note of clarification, I did not receive the initial shipping notification of the second package because it was shipped to the other [redacted] and she would have received the UPS notificationAdditionally, Karen [redacted] responded to my request for a refund several days after my emailI have never disregarded any communication from Karen [redacted] The ownness of ensuring that the proper order gets to the proper recipient is on the company not the customerKaren [redacted] 's products are very good, but their lack of attention to detail left impacted my intention to start up my business Nevertheless, the company has issued a full refund of my purchase and apologized for the mistakeAs a result, I consider this case closed

Initial Business Response /* (1000, 5, 2017/08/04) */
Dear Revdex.com, My customer, the Complainant, [redacted], was issued a complete refund the day I got her request. When I asked her to drop this case she insisted I respond. So, I'm happy to do that for her. On June 25 two customers...

named [redacted] ordered $300 of beadable products. We were working with a new shipping program,[redacted], and it wasn't working correctly. It wasn't importing the names, so I had to manually type them in. So, I mistakenly shipped the [redacted]s the wrong packages. I emailed them both, explained the mistake, and asked them to send the orders to each other. The complainant did, the other did not. I provided the shipping label so she didn't have to incur any cost. Since the other [redacted] wasn't responding I told this [redacted] I would send another order. And I did. Unfortunately, I again sent it to the other [redacted]. The address was not corrected and the package went out. At that same time a blogger took out a YouTube video about our company because she loves working with us. It got 50,000 hits. So, we were buried with new customers and orders. When we realized the package had once again gone to the wrong [redacted] I immediately issued the refund with a huge heartfelt apology. I know how frustrated and disappointed [redacted] is by not getting what she ordered. We've been in business 14 years and pride ourselves on customer service, and we have great products - which is why the blogger wanted to give us a shout out. No one was more disappointed than me in letting down a customer. But with 1500 new sign ups to our store, and hundreds of new orders, the correction of her address just was overlooked. I did send her the tracking information when the second package was shipped, but she didn't look at that. I sent it to her again when she asked and tracked it to the other [redacted]. So she knew it had been sent and I wasn't trying to steal her money. Being so frustrated, even though she was issued a refund, she wanted to voice her complaint to someone else. I understand that - hence, she filed the complaint. She indicated she asked for a refund and she didn't get a response, but the truth of the matter is I issued the refund the next morning when I got to work - and sent her an email letting her know that. There's really nothing more I can do since the problem has been resolved. We would still love to do business with her. As of this time I still have not received the two packages back from the other [redacted], but I hope those will be forthcoming soon. Thank you for your attention to this case. We look forward to hearing from you soon. Best Regards, Karen [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As a note of clarification, I did not receive the initial shipping notification of the second package because it was shipped to the other [redacted] and she would have received the UPS notification. Additionally, Karen [redacted] responded to my request for a refund several days after my email. I have never disregarded any communication from Karen [redacted]. The ownness of ensuring that the proper order gets to the proper recipient is on the company not the customer. Karen [redacted]'s products are very good, but their lack of attention to detail left impacted my intention to start up my business.
Nevertheless, the company has issued a full refund of my purchase and apologized for the mistake. As a result, I consider this case closed.

I completed the job and I did everything I was supposed to do until he said he ran out of money, so I couldn't do everything else that needed to be done in the contract.  I ended up paying for his garage doors and that was not in the contract.  I felt like I went above and...

beyond.