Good MorningI would like to respond to the complaint you forwarded to me. The customer was in on 8/07/at 4:PM.The customer purchased $in groceries and scanned his Credit Card.The customer shopped during a time where an uncontrollable Nationwide Credit/Debit down
time.Apparently the customer was double charged for his groceries. The customer contacted someone at the store and told them the issue.The customer was told the mistake would be corrected(This is what we were told by our 3rd party processer). On August 21, the credit card transaction reversal was submitted by our supplier in the amount of $52.78.I was told everything had been correctedI trusted the 3rd party processer to do their job.I thought the issue was closed. We followed all procedures and assumed the correction had been made. The customer did state that he was in four times and I believe that is true, and he was also told he could call between the hours of 8:AMAnd 3:PM however, I did not hear anything from the customer directly or through my staff until Friday, September 18, 2015,when the customer came in and talked to our store manager around4:PM.Our manager did not relay the message until Saturday, September 19, At that time I called the customer but did not receive an answer. On Monday, September 21, I contacted our supplier and asked them to please take another look at the customers’ Credit Card issue.I also contacted the customer to explain the procedure.On September 22, our supplier re-submitted the credit card reversal. On September 29, 2015 I contacted the customer and asked if it would be ok for me to leave $for him to pick up.He did agree. We have been in Business for over years and have always taken pride in our customer service.We at no time intended for our customer to feel as if we disregarded him or his transactionWe truly trusted the third party processer to do what they told us they were going to do.We are truly sorry for any inconvenience we may have caused the customer. Sincerely,*** *** / SecTreas
[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]
complaint you forwarded to me.
The customer was in on 8/07/2015 at 4:41 PM.
The customer purchased $52.78 in groceries and scanned his Credit Card.
The customer shopped during a time where an uncontrollable Nationwide Credit/Debit down time.
Apparently the customer was double charged for his groceries.
The customer contacted someone at the store and told them the issue.
The customer was told the mistake would be corrected. (This is what we were told by our 3rd party processer).
On August 21, 2015 the credit card transaction reversal was submitted by our supplier in the amount of $52.78.
I was told everything had been corrected. I trusted the 3rd party processer to do their job.
I thought the issue was closed.
We followed all procedures and assumed the correction had been made.
The customer did state that he was in four times and I believe that is true, and he was also told he could call between the hours of 8:00 AM. And 3:00 PM. however, I did not hear anything from the customer directly or through my staff until Friday, September 18, 2015,
when the customer came in and talked to our store manager around4:30 PM.
Our manager did not relay the message until Saturday, September 19, 2015. At that time I called the customer but did not receive an answer.
On Monday, September 21, 2015 I contacted our supplier and asked them to please take another look at the customers’ Credit Card issue.
I also contacted the customer to explain the procedure.
On September 22, 2015 our supplier re-submitted the credit card reversal.
On September 29, 2015 I contacted the customer and asked if it would be ok for me to leave $52.78 for him to pick up.
He did agree.
We have been in Business for over 26 years and have always taken pride in our customer service.
We at no time intended for our customer to feel as if we disregarded him or his transaction. We truly trusted the third party processer to do what they told us they were going to do.
We are truly sorry for any inconvenience we may have caused the customer.
Good MorningI would like to respond to the complaint you forwarded to me. The customer was in on 8/07/at 4:PM.The customer purchased $in groceries and scanned his Credit Card.The customer shopped during a time where an uncontrollable Nationwide Credit/Debit down
time.Apparently the customer was double charged for his groceries. The customer contacted someone at the store and told them the issue.The customer was told the mistake would be corrected(This is what we were told by our 3rd party processer). On August 21, the credit card transaction reversal was submitted by our supplier in the amount of $52.78.I was told everything had been correctedI trusted the 3rd party processer to do their job.I thought the issue was closed. We followed all procedures and assumed the correction had been made. The customer did state that he was in four times and I believe that is true, and he was also told he could call between the hours of 8:AMAnd 3:PM however, I did not hear anything from the customer directly or through my staff until Friday, September 18, 2015,when the customer came in and talked to our store manager around4:PM.Our manager did not relay the message until Saturday, September 19, At that time I called the customer but did not receive an answer. On Monday, September 21, I contacted our supplier and asked them to please take another look at the customers’ Credit Card issue.I also contacted the customer to explain the procedure.On September 22, our supplier re-submitted the credit card reversal. On September 29, 2015 I contacted the customer and asked if it would be ok for me to leave $for him to pick up.He did agree. We have been in Business for over years and have always taken pride in our customer service.We at no time intended for our customer to feel as if we disregarded him or his transactionWe truly trusted the third party processer to do what they told us they were going to do.We are truly sorry for any inconvenience we may have caused the customer. Sincerely,*** *** / SecTreas
[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]
Good Morning. I would like to respond to the...
complaint you forwarded to me.
The customer was in on 8/07/2015 at 4:41 PM.
The customer purchased $52.78 in groceries and scanned his Credit Card.
The customer shopped during a time where an uncontrollable Nationwide Credit/Debit down time.
Apparently the customer was double charged for his groceries.
The customer contacted someone at the store and told them the issue.
The customer was told the mistake would be corrected. (This is what we were told by our 3rd party processer).
On August 21, 2015 the credit card transaction reversal was submitted by our supplier in the amount of $52.78.
I was told everything had been corrected. I trusted the 3rd party processer to do their job.
I thought the issue was closed.
We followed all procedures and assumed the correction had been made.
The customer did state that he was in four times and I believe that is true, and he was also told he could call between the hours of 8:00 AM. And 3:00 PM. however, I did not hear anything from the customer directly or through my staff until Friday, September 18, 2015,
when the customer came in and talked to our store manager around4:30 PM.
Our manager did not relay the message until Saturday, September 19, 2015. At that time I called the customer but did not receive an answer.
On Monday, September 21, 2015 I contacted our supplier and asked them to please take another look at the customers’ Credit Card issue.
I also contacted the customer to explain the procedure.
On September 22, 2015 our supplier re-submitted the credit card reversal.
On September 29, 2015 I contacted the customer and asked if it would be ok for me to leave $52.78 for him to pick up.
He did agree.
We have been in Business for over 26 years and have always taken pride in our customer service.
We at no time intended for our customer to feel as if we disregarded him or his transaction. We truly trusted the third party processer to do what they told us they were going to do.
We are truly sorry for any inconvenience we may have caused the customer.
Sincerely,
[redacted] / Sec. Treas