Discount Comic Book Service, Inc.

Initial Business Response /* (1000, 5, 2017/09/27) */
Contact Name and Title: Christina *** owner
Contact Phone: XXXXXXXXXX
Contact Email: ***@dcbservice.com
I am surprised that after years of good service, the customer immediately files a complaint, because he hasn't received an
email response from an email he sent last FridayHe stated that we responded to his initial email and that we sent the package and FedEx is the issueWe recently moved warehouses and email is a day or two behind, but there is no reason to file a complaint for thatOur FAQ is fully updated and states that emails are generally answered in hours, Monday-Friday, but that there are times when email volume is larger than and they can take extra timeA trace has already been placed on the customers package, and if it is not located by FedEx, it will be replaced, as we do with all lost packages
Initial Consumer Rebuttal /* (3000, 7, 2017/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We're closing in on a month since the original package was sentI still haven't gotten a new tracking number for the replacement shipment and DCBS has stopped responding to my emails
Final Business Response /* (4000, 12, 2017/11/02) */
The customer's replacement was sent out and has already been delivered

The customer placed multiple orders that all arrived in the same month, and they were scheduled to arrive within that month, but only paid for of the placedThe payment for those was made weeks late and then the customer demanded that they be sent immediately, and when we explained to the
customer that all items in the invoice had to be paid to close the invoice, the customer threatened to dispute the chargesIt is clearly stated in our FAQ in places that all items within an open invoice must be paid for the invoice to be closed and processedAfter the customer refused to pay for the remaining items in the invoice, we removed those items, closed the invoice for processing and canceled any remaining items for the customerWe also canceled any paid, but not released items, and issued a refund, and closed the customer's accountAfter this, the customer placed new separate orders under different email addresses and asked why he couldn't place future ordersI am not sure why the customer would file a complaint with the Revdex.com and then turn around and continue to place orders after he refused to pay for the items he had previously orderedI have completed my business with this customer and do not wish to do business furtherWe have fully communicated this to the customer and he still continues to try to place orders under different email addresses

After years as a customer, I have nothing but praise for DCBSTheir service is fast, courteous and accurateThey allow me to buy more comics than I would have otherwise

Initial Business Response /* (1000, 8, 2017/10/06) */
The customer purchased items that were pre-order items that were not even released yet. He had previously placed several orders and should have been aware of the way our business works. He sent an email on 9/15, which happened to be during our...

warehouse move to another state, so we were behind on answering emails. We responded on 9/21 letting him know that his order was a pre-order and had just completed and would be sent out within 2-3 business days, which it was, and has since been delivered to him. We do not ignore customer emails, in fact, we answer every email sent. We do not answer messages sent on Facebook, except to direct them to our customer service email. It is unfortunate that a customer resorts to filing a complaint without reading the sites FAQ and allowing them to answer in a reasonable time. The email was sent on a Friday, so the response was within 4 business days. Our FAQ clearly states all our shipping policies, including when a customer can expect their order and when they can expect a response. It also states that emails are answered Monday-Friday, generally within 48 hours, except during times of high volume.

I am rejecting this response because:
Not once did I refuse payment. They have more than 700 dollars worth of merchandise that has yet to be shipped. I paid for all my invoices.   They need to communicate my orders tracking to my home. I have no records of the transactions now and they did not refund me the correct amount.

Initial Business Response /* (1000, 5, 2016/06/02) */
We believe there was a miscommunication between our customer service representative and this customer via e-mail. After some additional research by the co-owner and assistant to the co-owner, the [redacted] shipping charge has been refunded back to...

the customer's card. We apologize for any confusion this misunderstanding may have caused.