Dream River Marketing Group, LLC

Final Consumer Response /* (3000, 6, 2015/10/19) */
I specifically requested I receive this item on or before October 16th, I just want to re-confirm I STILL NEVER RECEIVED this item, cant reach them by phone and they charged my credit cardI have since requested a stop payment with my credit
card companyThank you

Good afternoon!As I previously communicated to Ms ***, the package was recorded as delivered by the United States Postal Service Once I provided Ms *** with the tracking number it was determined that a claim was needed as she insisted the package was not delivered Once the trace
was completed, the local post office concluded the package was inadvertently marked as delivered but the package was at the post office due to no one being available to accept the delivery It was not clear through tracking or conversation if there was, or how many, notices were left about the package waiting for delivery From the conversation I had with Ms *** she communicated that she was not interested in the product anymore I instructed the post office to return product to our facility As Ms *** was told by myself, once the product arrived back it would be credited As we promised, a full credit was processed for the product the day it arrived back.I am sure that this was a disappointment for Ms *** as it would be for any customer Further it disappoints me as we were not able to get this product to her and make a sale We did follow Ms ***s instructions to credit her acct I verified the credit prior to this response and it was posted several weeks ago We hope that Ms *** is satisfied with the credit for this failed delivery and that we do understand her disappointment.Have a Great Day,Ryan

Initial Business Response /* (1000, 5, 2015/12/02) */
Thank you for the opportunity to address Ms ***'s complaint with our companyIt is always unfortunate when a complaint is elevated due to the inability to be resolved at our levelThankfully for organizations such as yours, we can
hopefully address - but more importantly - resolve the situation in a way that is not only satisfactory for the customer, but my company as well
In reviewing Ms ***'s complaint I was embarrassed by her poor customer service from the company I am proud to work atDaily, our employees are working hard to ensure that our customers are happy and their orders fulfilled quickly and accuratelyIt appears in this case, we failed and are sorry
When I reviewed the order I noted that it was cancelled on November 18th - days before the complaintNotes in the order state that the reason was we were unable, ironically, to reach Ms *** because she selected overnight shipping on a flammable productWe attempted to reach out but was unable to reach her at the number we had for alternative arrangementsThe notes also state that on November 19th (a day after this complaint) she called for status and we made her aware of the cancellationHer card was never charged as our policy is to charge the card upon shipmentIn this case the order could not be shipped as the customer requestedIn the future we would look for ways in which our software is coded with our shippers guidelines for shipments to eliminate thisFurther, if Ms *** would provide us with a telephone number to reach (we do not trade this information per our privacy policy) - that also would have eliminated this unfortunate eventWe never like to disappoint - not turn away businessHaving been in business for years, clearly this is not a major issueBut of course, one issue can be very disheartening
Thank you again for the opportunity to address this complaintIf I can be of further assistance, please do not hesitate in asking but I trust we have addressed the concerns set forth

Thank you for the opportunity to address your concerns Per our records, it shows that there was a credit applied to your Paypal Account under the name *** ***PayPal Customer for items not available to ship on your order Please refer to the amount authorized vs the amount
charged so that you can see the credit I personally hope this helps and begins to restore your confidence in the Fairy Garden Store Thank you!

Initial Business Response /* (1000, 5, 2015/11/23) */
Thank you for the opportunity to address Ms [redacted]'s complaint with our company. It is always unfortunate when a complaint is elevated due to the inability to be resolved at our level. Thankfully for organizations such as yours, we can...

hopefully address - but more importantly - resolve the situation in a way that is not only satisfactory for the customer, but my company as well.
In reviewing Ms [redacted]'s complaint I was embarrassed by her perceived lies from the company I am proud to work at. Daily, our employees are working hard to ensure that our customers are happy and their orders fulfilled quickly and accurately. It appears in this case, we failed and are sorry.
Ms [redacted] stated she was not aware the item she ordered was a preorder. I attached her order copy where the item description states it is a PREORDER (see attached). If I see this becoming an issue I will try to make a way in which it is clearer for the customer. Our terms and conditions clearly states that all preorders will be charged when the order is placed. This ensures that the customer is allocated the item when it does finally arrive. Due to port issues this past year, our PREORDERS did take a lot longer to come in and that was very frustrating. We share Ms [redacted]'s frustration. But a preorder is just that, you are preordering the item in anticipation of it arriving. We received the item on October 27th and Ms [redacted]'s item was shipped out of our Minnesota location on the 29th of said month. When we received this complaint today we were further concerned on why the customer has not gotten the item. We have been assured that the item will be delivered before Thanksgiving. We are trusting the information we were given is accurate. We are attempting to file a claim on this shipment so that we can some how accommodate Ms [redacted] on this long overdue package. We will follow it closely and if we see the item not moving, we will resend the package Expedited as Ms [redacted] has been patient enough. I will follow through on this tomorrow but I want to see if the FedEx Smart Post representative follows through on their promise. The time frame thus far is unacceptable.
Thank you again for the opportunity to address this complaint. If I can be of further assistance, please do not hesitate in asking but I trust we have addressed the concerns set forth.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note I was not aware of the preorder until I received the balance of my order and an invoice of charges to my credit card. The website is tricky so perhaps I missed it. Actually I wouldn't mind that amount charged prior to receipt is the item actually arrived.
Tomorrow is Thanksgiving. The item has not been delivered as of 11:28a.m. Wednesday.
It saddens me because I have been ordering from this company for several years and purchase to keep a nativity collection up to date.
Perhaps if they answered their phone or emails such instances as this could be resolved expediently to everyone's satisfaction.
Final Consumer Response /* (2000, 10, 2015/11/30) */
I received the item today. It was mailed
November 24, 2015. Received November 27, 2015.
Willing to close claim. Will not be ordering in the future.