Dukat

Review: Ordered from essentialhardware.com on 4/19/14. Order #[redacted] of 15 paddles to be shipped Second day air. Total was $188.13 for the order which included around $50.00 for the second day air option. As of today (4/28/14), merchandise has not been delivered yet my credit card was charged three days later. Attempts to contact customer service through e-mail and phone (1-[redacted]) have been non-responsive.Desired Settlement: I hope to have my card fully refunded for the amount ($188.13) and hope that the company institutes better customer service policies in the future (if the company actually exists!).

Business

Response:

As per my telephone conversation with [redacted] on 5/7/14, below is an explanation in response to this order. Order was placed on Saturday, 4/19/14, our offices are not open on weekend nor does UPS pick up on weekends. 4/21 & 4/22 our offices were closed for the Passover holiday Upon our return on 4/23, our customer service representative called and left a message for the customer, due to the order being flagged as suspicious. Our company policy is for our customer's protection that any order over $100 with a different billing and shipping address needs to be verified by speaking to the customer personally via the telephone number the provided when order was placed. We were finally able to speak to the customer personally on 4/24 at 4:11pm to verify the address and validate that it was not a fraudulent order, upon that we approved the order to be filled and shipped. The order was shipped out on Friday, 4/25 via UPS second day air on tracking number [redacted]. UPS confirmed delivery was made on Tuesday, 4/29. It was understood when we spoke to the customer on 4/24 we stated that we needed to verify the order before we would be able to process and ship. If needed I have the documentation to verify the above information. Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did not once speak to anyone who works for Essential Hardware at any time. If they were going to be closed for holidays then they should not have charged me for 2 day shipping or at least contacted me regarding the situation. While I did end up receiving my goods two weeks later, the reason for my expedited shipping was because I was using the paddles for wedding gifts. As the paddles did not arrive in time, I had to apologize to my friends and give them their gifts after the wedding. While I am satisfied with receiving my goods, I would still like to be refunded for the 52 dollars I spent to have the expedited shipping.

Regards,

Business

Response:

Hi-

I am writing in response to the above complaint. I am not looking to go back and forth with the customer, but the customer stated in his complaint to the Revdex.com that he spoke to the company on 4/24/14, which our company documents reflect as well.

I would like the customer to be happy and have refunded him the $50.53 shipping cost. Please advise him that depending on his banking institution it should be reflected in 24-48 hours.

If there is anything else please feel free to contact me.

Thanks-

Consumer

Response:

[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.]

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,