Durbin & Greenbrier Valley Railroad

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I agree to the facts in this case, however the three refunds of $each issued through [redacted] on March 28, haven't posted to my original payment method yet - my [redacted] debit cardI'm wondering why there has been such a long delay in the refunds being posted to my accountI will be contacting [redacted] Customer Service to answer this very questionOnce the refunds are posted to my account is when I will close this caseThank youRegards, [redacted]

Hello J., First, thank you for being a loyal customer of ours We value your business and feedback Secondly, I did research your order and delivery experience and it does appear that your package experienced some unique delays The order did indeed ship on-time (May 2nd) via the Standard Shipping option for $As you mentioned, this shipping method utilizes the dual efforts of [redacted] and *** [redacted] picks up our packages and inserts the package into the customer’s local mail stream for the delivery It seems that the first part of the transit was not accomplished according to our expected transit times causing one delay On top of that, the hand off to [redacted] also broke down when the package was not delivered to your homeI understand that while this caused a great deal of frustration, your concern is largely based in the Standard Shipping Claim that we have on our site While the very high majority of our packages are delivered within the time frame quoted, we do have those exceptions where transits times are missed I have begun some internal review to ensure that our claim of 2-days is accurate for the entire US We are also working to decrease the time from when an order is finalized to when it ships Right now it takes a couple days for the items to be custom engraved and then prepared for shipping We hope to significantly decrease this production time so that orders are on their way much faster, thus resulting in a better customer experience I do apologize that you had an unpleasant experience My records show that Customer Service issued a full refund on your order yesterday Your comments regarding the product have also been shared with our team Please let me know if we can assist further

Date Sent: 4/20/12:08:AMI did receive the promised refund from Road ID IncMy complaint has been resolvedThank you for your assistance[redacted] 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]

Hello Mr***,On behalf of Road ID, I do apologize for the inconvenience you have experienced You have been a long time customer with us and we value your repeat business I researched your order history and found the following:A total of three orders were indeed placed with us
between 03/and 03/totaling $($each) All three orders were shipped on 03/and were declared as "delivered" on 03/by *** Per customer email correspondence all three orders were marked "return to sender" and placed back in route to Road ID HQ via the *** mail system for a full refund The three orders were not received and processed through our Returns Department until 04/and based on the return tracking history, it does appear there was some significant delays in the *** return transit time Road ID; however, initiated the full refunds on 03/prior to the return packages being received The full refund totals $(separate transactions of $11.97).All refunds were processed through *** and transaction details can be provided if necessary During my research I did find that three more recent orders were placed with us on 03/which also totaled $($each) Those orders shipped on 03/and show as being delivered Should you have any questions or concerns about those orders, please let us know Moving forward we are going to review our returns process to determine if there is room for improvement.Thanks again for your repeat business.*** ***

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Yes, the business did contact me directly to resolve this matter and did a quick service recoveryI wasn't expecting a full refund but I appreciate the business' intention to do a service recovery
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Date Sent: 4/20/2016 12:08:30 AMI did receive the promised refund from Road ID Inc. My complaint has been resolved. Thank you for your assistance.[redacted]
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]   I agree to the facts in this case, however the three refunds of $11.97 each issued through [redacted] on March 28, 2016 haven't posted to my original payment method yet - my [redacted] debit card. I'm wondering why there has been such a long delay in the refunds being posted to my account. I will be contacting [redacted] Customer Service to answer this very question. Once the refunds are posted to my account is when I will close this case. Thank you. Regards,[redacted]

Hello J.,  First, thank you for being a loyal customer of ours.  We value your business and feedback.  Secondly, I did research your order and delivery experience and it does appear that your package experienced some unique delays.  The order did indeed ship on-time (May 2nd) via...

the Standard Shipping option for $2.99. As you mentioned, this shipping method utilizes the dual efforts of [redacted] and [redacted].  [redacted] picks up our packages and inserts the package into the customer’s local mail stream for the delivery.  It seems that the first part of the transit was not accomplished according to our expected transit times causing one delay.  On top of that, the hand off to [redacted] also broke down when the package was not delivered to your home. I understand that while this caused a great deal of frustration, your concern is largely based in the Standard Shipping Claim that we have on our site.  While the very high majority of our packages are delivered within the time frame quoted, we do have those exceptions where transits times are missed.  I have begun some internal review to ensure that our claim of 2-4 days is accurate for the entire US.  We are also working to decrease the time from when an order is finalized to when it ships.  Right now it takes a couple days for the items to be custom engraved and then prepared for shipping.  We hope to significantly decrease this production time so that orders are on their way much faster, thus resulting in a better customer experience.  I do apologize that you had an unpleasant experience.  My records show that Customer Service issued a full refund on your order yesterday.  Your comments regarding the product have also been shared with our team.  Please let me know if we can assist further.