Emperor Clock

Good Afternoon, Prior to receiving a copy of this complaint, a refund had been issued to Mr [redacted] We spoke with this customer yesterday 2-15-and let him know we were going to contact the freight forwarder, who confirmed that the clock had indeed been scheduled for delivery on more than one occasion and they were unsure of who in their company “dropped the ball” They explained that the earliest they can deliver is the week of February 29th Once we received this information, we contacted Mr [redacted] and offered a 10% discount if he would like to keep his clock or a full refund if he no longer wanted his order due to the extended shipping time He chose to be issued a refund We emailed confirmation of his refund within minutes of our conversation and contacted the freight forwarder to let them know we had lost the sale due to the incomplete delivery Unfortunately we do not receive notification from the forwarder when a shipment is rescheduled for a future date and until we heard from Mr [redacted] yesterday we were unaware of the issue he was having Once notified, we quickly provided our customer with possible resolutions and carried out the one he chose immediately It is always our goal to make sure our customers are happy with the service and products they receive With Kindest Regards, [redacted]

Good Afternoon, Prior to receiving a copy of this complaint, a refund had been issued to Mr. [redacted].  We spoke with this customer yesterday 2-15-16 and let him know we were going to contact the freight forwarder, who confirmed that the clock had indeed been scheduled for delivery on more...

than one occasion and they were unsure of who in their company “dropped the ball”.  They explained that the earliest they can deliver is the week of February 29th.  Once we received this information, we contacted Mr. [redacted] and offered a 10% discount if he would like to keep his clock or a full refund if he no longer wanted his order due to the extended shipping time.  He chose to be issued a refund.  We emailed confirmation of his refund within 30 minutes of our conversation and contacted the freight forwarder to let them know we had lost the sale due to the incomplete delivery.  Unfortunately we do not receive notification from the forwarder when a shipment is rescheduled for a future date and until we heard from Mr. [redacted] yesterday we were unaware of the issue he was having.  Once notified, we quickly provided our customer with possible resolutions and carried out the one he chose immediately.  It is always our goal to make sure our customers are happy with the service and products they receive.  With Kindest Regards, [redacted]

Good Afternoon, Prior to receiving a copy of this complaint, a refund had been issued to Mr. [redacted].  We spoke with this customer yesterday 2-15-16 and let him know we were going to contact the freight forwarder, who confirmed that the clock had indeed been scheduled...

for delivery on more than one occasion and they were unsure of who in their company “dropped the ball”.  They explained that the earliest they can deliver is the week of February 29th.  Once we received this information, we contacted Mr. [redacted] and offered a 10% discount if he would like to keep his clock or a full refund if he no longer wanted his order due to the extended shipping time.  He chose to be issued a refund.  We emailed confirmation of his refund within 30 minutes of our conversation and contacted the freight forwarder to let them know we had lost the sale due to the incomplete delivery.  Unfortunately we do not receive notification from the forwarder when a shipment is rescheduled for a future date and until we heard from Mr. [redacted] yesterday we were unaware of the issue he was having.  Once notified, we quickly provided our customer with possible resolutions and carried out the one he chose immediately.  It is always our goal to make sure our customers are happy with the service and products they receive.  With Kindest Regards, [redacted]
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Review: Never received $1800 grandfather clock after multiple delivery dates. I ordered this clock on 1/5/16 and still don't have clock after a month and a half. Multiple attempts to contact company and two different shipping companies and the shipping company had no idea where my clock is??? I want my money back do t want to deal with this fraudulent company. I want my full refund.Desired Settlement: Full complete refund of my money!! Never received clock as of 2/15/16

Business

Response:

Good Afternoon, Prior to receiving a copy of this complaint, a refund had been issued to Mr. [redacted]. We spoke with this customer yesterday 2-15-16 and let him know we were going to contact the freight forwarder, who confirmed that the clock had indeed been scheduled for delivery on more than one occasion and they were unsure of who in their company “dropped the ball”. They explained that the earliest they can deliver is the week of February 29th. Once we received this information, we contacted Mr. [redacted] and offered a 10% discount if he would like to keep his clock or a full refund if he no longer wanted his order due to the extended shipping time. He chose to be issued a refund. We emailed confirmation of his refund within 30 minutes of our conversation and contacted the freight forwarder to let them know we had lost the sale due to the incomplete delivery. Unfortunately we do not receive notification from the forwarder when a shipment is rescheduled for a future date and until we heard from Mr. [redacted] yesterday we were unaware of the issue he was having. Once notified, we quickly provided our customer with possible resolutions and carried out the one he chose immediately. It is always our goal to make sure our customers are happy with the service and products they receive. With Kindest Regards, [redacted]