Essence of the Ages

I am rejecting this response because:Re thisFirst of all, anyone who believes that the 'customer is always right' is seriously disillusionedI do not, and have never agreed with thatAnd certainly if you ask any business owner, they also will agree with meI have not received emails from youThe only one that I did receive was on 05/and you sent that email times, right after one anotherOne email does not constitute emailsIf you truly did send emails, five of them never made it to meYou should have received an auto response email on 05/asking for you to "please allow me to business days to respond to your emailYou have not allowed me thatAs for 'hiding from customers', the phone has NOT been disabled and as I do not have time to post anything to Facebook, I took that down years agoAnd there has never been the Facebook logo on my siteSorry you are so disappointed with my service latelyBetween running two business and being in and out of the hospital for the last month with pneumonia, it has been a battle trying to keep upThat, I will agree with youAnything else is just supposition on your part.If you wish to publicly respond, please use the link below [redacted] This is a further example of Beth ***' passive aggressiveness and hostility to ANY criticism of her business practicesFirst, I can forward you all my EmailsThey were sent to you AND your customer service addressI suggest you get a better computis very convenient for you to assert you never received the Emails, when in fact they were sent-I have no way to prove you received them, except that they were not bouncedEach Email was numbered as wellYour phone is not listed on the EOA site-I had to go to Revdex.com to get it and nobody responded, there is no voice mailIf you wish to quibble feel free, but effectively since the phone is not listed on the website, it is cut offYou used to have a FB pais no longer upI did not say there was an icon on your siteI have allowed you the extra time-for several of the I waited the 2-business daysYou don't bother to provide the courtesy of a responseIf you had told me you were in and out of the hospital, and provided the best anticipated delivery date you could manage, that would have been fine by meI have asked multiple times for a delivery dateIt is not asking muchWhat I find upsetting is your opaque business interface that simply ignores inquiriesAnd Yes, "the customer is always right"I like buying from you and I wish to go on doing so, but your customer service needs workPlease send me an approximate delivery date! Thank you

This customer has been ordering from Essence of the Ages since and for her to imply that I 'took' her money on this particular is ridiculousThis customer has received her orderThe delay in shipping was due to all items not being in stock and waiting for them to arrive from Japan

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.My complaint against Essence of the Ages has been resolved, thanks to the assistance of the Revdex.com My order was sent out on the day following my complaint, and I received my goods about a week later I have made a small donation to the Revdex.com in acknowledgement of this assistanceThank you for your helpVicki [redacted]

I am rejecting this response because: Attached is the email chain in which I sent my cancellationAgain, I would like my full refund to be credited to my account with shipping includedAlso, attached is a screen shot of all of the times I submitted a question to the website, times with with an automated response but no response from a real personOn the 18th there was an automated response to the cancellation I sent so it had to be received by Beth or someone at the businessI did not receive notification but if it was sent it I am sure it is in an outbox dated for the 18thPlease forward that email with date included

Initial Business Response / [redacted] (1000, 12, 2015/10/04) */ When a customer places an order with me they receive an email confirmation of that orderCLEARLY stated on that confirmation is the message, "PLEASE allow BUSINESS DAYS for shippingA BUSINESS DAY is Monday through Friday, US Holidays excludedI am a small business and my only employeePlease be patient for your order to process and be delivered." This customer placed their order on Saturday, August 1stFIVE business days later the customer emailed asking if their order had shippedI replied saying no, the order had not shipped, and pointed out the timeline message from their order confirmation The next email from the customer came of 08/I replied apologizing for the delay, stating that I was waiting for a shipment to arrive from Nepal and that as soon as I received my shipment, the customer's order would shipAs soon as possible were my words I sent the SAME reply to the customer when she again emailed me on 08/ I did not reply to her emails from 08/or 08/I had already supplied the customer with the information she wanted As to her phone call to me from a phone number supplied on my site: I DO NOT have a phone number posted anywhere on my websiteThe reason for this? Running two businesses by myself unfortunately does not allow me the time to chat on the phones with customersI ask for customers to contact me by emailThat way I can reply to questions at time when a return phone call could not be made As a side note: my shipment from Nepal took longer to arrive to me than I expectedThe gentleman that worked with me in Nepal for years, who not only made incense for me but was also gathered incense from other manufacturers in Nepal for me, was killed in the Nepal earthquake in April Since then, having to work with new people, the gathering, manufacturing, and shipping has been slow getting product to me This customer has received her orderShe was also sent a generous discount coupon to use on her next order Please consider this complaint closed Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/10/05) */ After more emails were sent to seller, the order was finally shipped on September Order received on October Even though I am very satisfied with the products, I regret that seller never replied to my multiple emailsI think that it was the least proper thing to do

Initial Business Response /* (1000, 8, 2015/11/05) */
This customer's order has been deliveredMy apologies that the order took so long to ship
Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */

This customer, along with every customer in my database was notified in July that Essence was closing due ongoing and unresolved illnessAt that time, and in that email (along with it being posted on my website) my customers were told that all outstanding orders would be fulfilled and shippedThe
notion that this customer would consider $a ‘lost cause’ is ludicrousIt makes no sense that if she had a concern about not receiving her order, why she didn’t ask for a refund thenSeems that she did receive the message that her order would be shippedEssence was closed from July through November as I worked with different doctors to diagnosis and treat the illness that started in (I reopened Essence in November because, quite frankly, I needed to generate income.) I was finally properly diagnosed and given the proper medication in the middle of January of this yearSince then, as my health has drastically improved, I have been working endlessly to get orders caught up and out the doorThis customer’s supposition that ‘this is a tactic she uses regularly’ is totally unfounded and absolutely incorrectIt is baseless and highly prejudicialThis customer has had her order not only shipped but delivered to herThis issue is resolved

I am rejecting this response because: Yes, I've ordered items from you before and that is why I went ahead and ordered some more items from you. The last order I made was on Feb 15, and I never heard from you ev en though I've written to you numerous times. It took the Revdex.com and PayPal to be able to get a response from you. If you had to wait over months to get my order, you should have told me. You never took the time to response to my request for confirmation of shipment or status of my order. Finally, I got your package which was shipped on May 19, 2017, totday. I was surprised that you didn't even had the courtesy to send me an apology for such a delay and for making me go through this. Your service has been less than good. I assure you, you will never hear from me again for I will not be purchasing anymore items from you

Initial Business Response /* (1000, 5, 2015/07/09) */
I am happy to address this customer's concern
This customer has placed orders with meThe first order was placed on 09/23/and shipped 09/25/
The second order, placed on 10/23/took a bit longer to ship as some of the
order, from different overseas suppliers, was not in stock(Whether or not the item was for sale on the website has no bearing - removing a product on my site is a manual processMy site does not have 'real-time' inventory)The order was subsequently shipped still minus an item that was awaiting an arrival through direct import from NepalClearly noted on the packing slip, that item was marked *Out of stock - Will ship ASAPThat means, as soon as possible, i.ewhen the product comes back into stock
That particular incense was scheduled to arrive to me in DecemberHowever a good portion of that shipment was destroyed in route from Nepal by DHLThe incense my customer was waiting for was in that shipmentConsequently, I had to place another order into Nepal to replace the destroyed shipment
Tragically, before my order could be completely assembled and shipped, my associate in Nepal was killed on 04/26/in the Nepal earthquakeHe was the one who actually made this incense for my store
My customer contacted me by email on 06/I replied to his email on 06/24, explaining the above situationAt that time I asked if he wanted a refund or to continue waiting for the incense to arrive(My supplier's wife and employees have, since my friend's death, taken over his business to continue the manufacture of this incense)I received no reply from the customer to my email
My customer claims he did not receive a reply from meOn the auto-response email that gets sent out from my site, it states: PLEASE NOTE: This is an auto-response message generated by my websiteIf you do not receive a personal reply after business days please assume that I did not actually receive your email and resend it to meNot all sent emails actually get to their intended address
If he did not receive a reply, why did he not simply resend his email to me?
I do not publish a phone number for this businessCustomers can reach me by emailThe reason for this is that, unfortunately, the business keeps me busy enough that I cannot take phone calls during the dayEmails I can easily reply to at any time
This customer is going to be refunded his $immediatelyThis could have happened before he filed a complaint if he had only asked
Initial Consumer Rebuttal /* (2000, 8, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund agreed upon

This customer's order has been delivered

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.I did finally receive my order, and I did send emails asking the status of my order before receiving the going out of business noticeI am very sorry that the seller has been illI hope that her recovery will result in a better ability to fulfill orders in a timely manner or notify customers that there is a delay

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.

I am rejecting this response because: Attached is the email chain in which I sent my cancellation. Again, I would like my full refund to be credited to my account with shipping included. Also, attached is a screen shot of all of the times I submitted a question to the website, 7 times with with an automated response but no response from a real person. On the 18th there was an automated response to the cancellation I sent so it had to be received by Beth or someone at the business. I did not receive notification but if it was sent it I am sure it is in an outbox dated for the 18th. Please forward that email with date included.

All email that is sent to Essence of the Ages generates what is called an auto-response email. That email is generated through my server and is, as the name implies, automatically sent to the sender of the email. It does NOT indicate that the email actually arrived to the recipient, in this case me. All businesses have auto-reply emails. And as I explained previously, Essence was closed down for 4+ months. Any emails sent during that time were not received ... and that is why you did not receive a reply. I received the email with the change of address request and then no further emails from the customer. I DID NOT receive the email asking for your order to be cancelled. Again, if you do not open the package and write refused on the box, you will incur no charge to return it to me. I am waiving the 15% restocking fee but will not return the original shipping fee.

This customer's order has been shipped to her by USPS Mail.

This customer has been ordering from Essence of the Ages since 2014 and for her to imply that I 'took' her money on this particular is ridiculous. This customer has received her order. The delay in shipping was due to all items not being in stock and waiting for them to arrive from Japan.

At the time of the complaint, [redacted] has already RECEIVED his order:

I am rejecting this response because: This morning Beth finally after many attempts at contacting her responded personally. She says she's shipped it but included no information or proof to back this claim up. She didn't even say...

when she shipped it, supposing she actually did. I've received no shipping confirmation email, and yes I checked my spam folder.  The order should have arrived over a month ago. I've no reason to believe its been sent.

First of all, anyone who believes that the 'customer is always right' is seriously disillusioned. I do not, and have never agreed with that. And certainly if you ask any business owner, they also will agree with me. I have not received 6 emails from you. The only one that I did receive was on 05/04...

and you sent that email 2 times, right after one another. One email does not constitute 6 emails. If you truly did send 6 emails, five of them never made it to me. You should have received an auto response email on 05/04 asking for you to "... please allow me 2 to 3 business days to respond to your email. You have not allowed me that. As for 'hiding from customers', the phone has NOT been disabled and as I do not have time to post anything to Facebook, I took that down 2 years ago. And there has never been the Facebook logo on my site. Sorry you are so disappointed with my service lately. Between running two business and being in and out of the hospital for the last 4 month with pneumonia, it has been a battle trying to keep up. That, I will agree with you. Anything else is just supposition on your part.

This customer has received their order. The order was held up as the original order of sampler tubes I received were unable and had to be remanufactured. That process takes 6 – 8 weeks