DrJays.com

Hello,We understand that this situation is frustrating for the consumer; however, we need to reiterate that we did ship an order out to the customer, that the order was delivered to the location he requested, and that it was delivered in the time frame promised We have already provided a copy of the [redacted] courier details which substantiate everything from the shipment date, delivery date, delivery location, package weight, and even the dimensions of the package itselfBased on the customer's message, it sounds like he acknowledges the delivery address provided to us was not a safe location We regret that he did not inform us of his wish to have the shipment left at his front office or mail room until today Had we known of this at the time he entered the order, we could have modified the delivery address he gave us, or we could have added these special instructions on his behalf Our Customer Service team is on duty seven days a week and would have been happy to assist.We know it must be upsetting to have had an order stolen after delivery, and we can understand that the customer is upset It is correct that [redacted] insures packages only from the time of shipment up until delivery, and that this coverage does not extend to losses which occur after the shipment has been delivered to the customer's home or workplace While this loss is unfortunate, we do not agree that there was wrongdoing on the part of our company or our employees, and we respectfully decline customer's request for a refund Thank you

Good morning!Thank you for sending over this complaint A member of our Customer Service team, [redacted] , reached out to Mr [redacted] yesterday by telephone My understanding is that they discovered the root of the problem (a missing unit number from the delivery address) and they they were able to reach a resolution (reshipping the merchandise, via overnight service, to the correct location) Because of the weekend, that replacement order is scheduled to be delivered on Monday, May 9th.If Mr [redacted] has any follquestions or concerns, he is welcome to contact our Customer Service department via telephone or our Live Chat feature and to ask for [redacted] [redacted] is here every Wednesday through Sunday and will be the best person to speak with so that Mr [redacted] need not explain his situation all over again.Thank you again for bringing this to my attention I will be sure to review the interactions between our CS reps and Mr [redacted] so that we can learn from our mistakes and strive to provide better service in the future I do take these complaints very seriouslyRegards, [redacted] ***, Customer Service Manager, DrJays.com

Hello,Thank you for contacting us Unfortunately, due to the time frame and that the item has been worn we are unable to accept them as a return If the customer feels the item is defective, they may want to contact the manufacturer of the item directly We have provided the contact information for [redacted] for their convenience Thank you[redacted]

Good afternoon;We are aware of Ms***'s situation and it is regrettable that her delivery may have been stolen after being left at her door or mailbox We understand how frustrating that must be According to our records, this customer contacted us by email four times on January 22nd After messaging back and forth, a final resolution was reached that same day, and the customer was compensated $in store credit, the full value of her purchase If needed, we can provide copies of the correspondence between the customer and our service team, which document that she accepted this credit and in fact asked us how to go about redeeming it.It was our understanding that by providing full compensation, this matter was closed, but if there is a need for further clarification please do let us know It is unfortunate that in some cases our customers are not available to sign for their deliveries, and in order to meet delivery deadlines those packages have to be left without a signature However, our service team has been responsive and we believe the resolution provided was fair Please let us know if we can provide any additional information or documentation.Regards,DrJays.com Customer [email protected] Tell us why here

Thank you for the opportunity to respond to this complaint According to our records, the customer placed order on our website back on Saturday, October 21, He selected our expedited [redacted] delivery service Immediately after the order was placed, we emailed him a copy of the order confirmation at the email address he provided, [redacted] @gmail.com.On Monday, October 23, 2017, we shipped out the customer's order to the address he requested, which was as follows: [redacted] On October 23, 2017, we also emailed customer at [redacted] @gmail.com, letting him know the order had been shipped, and providing him with his [redacted] tracking number [redacted] so that he could monitor the status of his shipment and be informed of his anticipated delivery date.On October 25, 2017, customer's shipment was delivered to his address in Melbourne, Florida at 12:37pm We have attached a copy of the [redacted] tracking details for your review According to the tracking, nobody was at home at the time of delivery, so the [redacted] courier had to leave the package at the customer's front door At 7:17pm that evening, the customer contacted us to report that he had arrived home and could not locate his delivery We reported this promptly to ***, who sent their courier back to the customer's residence, but upon doing so the courier confirmed that he had left the package at the correct location and no error or oversight had occurred.It is unfortunate that the most likely explanation for what occurred is that the customer's shipment was stolen from his front door sometime between the delivery at 12:37pm and his arrival home that evening We hate to see this occur; however, as the shipper we cannot be there at the time of delivery to ensure a safe handoff from the [redacted] courier to the recipient We will be happy to cooperate with law enforcement should the customer decide to report the theft of his shipment to the proper authorities.Regards, [redacted] ***DrJays.com Customer Service888-4-DRJAYS

Customer's complaint is mostly accurate. She did report non-receipt of her shipment, we opened an investigation on her behalf, and her USPS mail carrier confirmed having delivered the package to her residence. Although we had clear proof of delivery, we offered as a one-time courtesy to
compensate the customer with store credit in the amount of $so that she could re-order her items at our expense. Unfortunately, the customer was not interested in receiving a replacement for any of the four items she reported missing.On October 6th, we were notified that the customer filed a chargeback with her credit card company and the full purchase amount of $has already been deducted from our merchant account on her behalf. Therefore, it would be appropriate to close this case rather than allowing the customer to pursue a second refund. If you wish to review documentation for any of this, we can provide it. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I contacted *** trying to do a claim since they left the package at a unsecured location not in the front office or mail room was advised that there was no insurance purchased for this FTC protects purchasers from thisi don’t know what you sendi have not received anything from youi will filed complaint against this company everywhere
Regards,
*** ***

The item was purchased on 7/1/ We received an email from the customer on 7/14/ which stated "I'm disabled having issue with size purchase need help" We replied with the return policy which states we can accept returns for up to days for items that have been unworn
The next email received was on 3/12/which stated "Submitter: *** ***Comments: disabled,bought your boots only wore a couple of times since purchase they are not sturdy they are a hazard to walk in like the heel is gonna come off any time,feel they need to be recalled...I want to be contacted right away by the owner of this company by tomorrow to resolve this in good faith.thanks god bless,*** ***".The description of the item is as follows:The *** Boot by *** features: High top designSynthetic upper and liningSelf-tie lace closure with metal eyeletsPadded ankleLightweight *** midsoleAggressively lugged rubber outsoleThe item is a men's boot and does not claim to be for disabled people The customer had more than enough time to return the item when we provided the return policy on 7/14/ We are not the manufacturer of the item and cannot accept returns for items that have been worn and have exceeded the return policy time frame of days

Thank you for your messageWe had been in contact with the customer in regards to this issueA claim was filed against the courier to dispute delivery of her package under tracking number ***USPS conducted an investigation and, unfortunately, denied our claim confirming the
package was delivered to the address providedDue to this we are unable to assist the customer

Thank you for your message. The $8.95 you are referring to is not for the shoes, it is actually for the shipment of the shoes. It is a shipping fee paid to the courier (in this case FedEx SmartPost) for their delivery service. Since that service was completed we are not able to refund you for that...

amount. I apologize for any inconvenience or confusion this may have caused. The refunded amount of $135.99 was for the item only. If you have any other questions please let us know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Yes after many refusals of applying my credit back I just contact the credit card company  the proof they claim to have only says left outside  does not say I have the items  it's most ridiculous that they would only give store credit when I dont have the items. Their manager was exceptionally rudeRegards,
[redacted]

Thank you for the opportunity to respond to this complaint.  According to our records, the customer placed order 8509300 on our website back on Saturday, October 21, 2017.  He selected our expedited [redacted] delivery service.  Immediately after the order was placed, we emailed him a copy...

of the order confirmation at the email address he provided, [redacted]@gmail.com.On Monday, October 23, 2017, we shipped out the customer's order to the address he requested, which was as follows:[redacted] On October 23, 2017, we also emailed customer at [redacted]@gmail.com, letting him know the order had been shipped, and providing him with his [redacted] tracking number [redacted] so that he could monitor the status of his shipment and be informed of his anticipated delivery date.On October 25, 2017, customer's shipment was delivered to his address in Melbourne, Florida at 12:37pm.  We have attached a copy of the [redacted] tracking details for your review.  According to the tracking, nobody was at home at the time of delivery, so the [redacted] courier had to leave the package at the customer's front door.  At 7:17pm that evening, the customer contacted us to report that he had arrived home and could not locate his delivery.  We reported this promptly to [redacted], who sent their courier back to the customer's residence, but upon doing so the courier confirmed that he had left the package at the correct location and no error or oversight had occurred.It is unfortunate that the most likely explanation for what occurred is that the customer's shipment was stolen from his front door sometime between the delivery at 12:37pm and his arrival home that evening.  We hate to see this occur; however, as the shipper we cannot be there at the time of delivery to ensure a safe handoff from the [redacted] courier to the recipient.  We will be happy to cooperate with law enforcement should the customer decide to report the theft of his shipment to the proper authorities.Regards,[redacted]DrJays.com Customer Service888-4-DRJAYS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
whether they are for disabled people or not the boot is of poor quality you can't wear them in a safe matter the shoe is trying to come apart when you walk in them,my other boots from other places don't do this. I have not been able to really enjoy them at all. I don't want to fall if they come apart in the street. are you goona wait until someone hurts themselves before you understand what I'm trying to tell you,they are not made with a sturdy heel I almost fell in my house getting ready to go out.

Good morning!Thank you for sending over this complaint.  A member of our Customer Service team, [redacted], reached out to Mr. [redacted] yesterday by telephone.  My understanding is that they discovered the root of the problem (a missing unit number from the delivery address) and they they...

were able to reach a resolution (reshipping the merchandise, via overnight service, to the correct location).  Because of the weekend, that replacement order is scheduled to be delivered on Monday, May 9th.If Mr. [redacted] has any follow-up questions or concerns, he is welcome to contact our Customer Service department via telephone or our Live Chat feature and to ask for [redacted].  [redacted] is here every Wednesday through Sunday and will be the best person to speak with so that Mr. [redacted] need not explain his situation all over again.Thank you again for bringing this to my attention.  I will be sure to review the interactions between our CS reps and Mr. [redacted] so that we can learn from our mistakes and strive to provide better service in the future.  I do take these complaints very seriously. Regards,[redacted], Customer Service Manager, DrJays.com

Hello,We understand that this situation is frustrating for the consumer; however, we need to reiterate that we did ship an order out to the customer, that the order was delivered to the location he requested, and that it was delivered in the time frame promised.  We have already provided a copy of the [redacted] courier details which substantiate everything from the shipment date, delivery date, delivery location, package weight, and even the dimensions of the package itself. Based on the customer's message, it sounds like he acknowledges the delivery address provided to us was not a safe location.  We regret that he did not inform us of his wish to have the shipment left at his front office or mail room until today.  Had we known of this at the time he entered the order, we could have modified the delivery address he gave us, or we could have added these special instructions on his behalf.  Our Customer Service team is on duty seven days a week and would have been happy to assist.We know it must be upsetting to have had an order stolen after delivery, and we can understand that the customer is upset.  It is correct that [redacted] insures packages only from the time of shipment up until delivery, and that this coverage does not extend to losses which occur after the shipment has been delivered to the customer's home or workplace.  While this loss is unfortunate, we do not agree that there was wrongdoing on the part of our company or our employees, and we respectfully decline customer's request for a refund.  Thank you.

Hello,Thank you for contacting us.  Unfortunately, due to the time frame and that the item has been worn we are unable to accept them as a return.  If the customer feels the item is defective, they may want to contact the manufacturer of the item directly.  We have provided the contact information for [redacted] for their convenience.  Thank you.[redacted]

Revdex.com:I would like to thank you for being voice for customers and [redacted] for taking action on my concern. Dr Jays is willing to send me my replacement to my address. I am very satisfied and I am willing to continue bussiness with the company.
Regards,
[redacted]

Good afternoon;We are aware of Ms. [redacted]'s situation and it is regrettable that her delivery may have been stolen after being left at her door or mailbox.  We understand how frustrating that must be.  According to our records, this customer contacted us by email four times on January...

22nd.  After messaging back and forth, a final resolution was reached that same day, and the customer was compensated $90.93 in store credit, the full value of her purchase.  If needed, we can provide copies of the correspondence between the customer and our service team, which document that she accepted this credit and in fact asked us how to go about redeeming it.It was our understanding that by providing full compensation, this matter was closed, but if there is a need for further clarification please do let us know.  It is unfortunate that in some cases our customers are not available to sign for their deliveries, and in order to meet delivery deadlines those packages have to be left without a signature.  However, our service team has been responsive and we believe the resolution provided was fair.  Please let us know if we can provide any additional information or documentation.Regards,DrJays.com Customer [email protected]      Tell us why here...

It's not clear to us what customer's new complaint may be, but regarding her complaint made on 1/22/2016, the customer accepted our resolution.  We are attaching the actual correspondence between the customer and a member of our service team as this may help to show that she accepted the store credit offered to her.