Although the client's letter here is very articulately written, my small team of women all had a very different experience than what she stated occurredWe have never had such a complaint from another clientThe client was well informed before delivery was made about the delivery date and even agreed upon by herThe client received no less than emails from us-- personal, detailed correspondences trying to coordinate deliveries, as well as some phone callsAll of this was documented on our endThis client was unusually difficult to get a response from and twice previously delayed her confirmed, agreed upon delivery appointments with the shipping companyThis was the 3rd delivery date and time she had agreed upon and then decided last minute to changeThis kind of hand holding and effort from our team was much more than any usual client has ever required and in years of business I had never been concerned like I was about the outc ome of this client's order (even before delivery was finalized) because she made it so difficult to receive her orderWe honestly worried about this client's stability, particularly when this 3rd delay could not be thwarted and rescheduled with the shipping co againOn the final agreed upon day for the items to be delivered (and generally requires the client's presence to receive the item) she reached out the day before, yet again, to say she could not be thereWe did a favor by arranging delivery could be made anyway even without her there, according to her instructionsBut then the shipping company called us when in front of her home and was concerned he had the wrong address because the house seemed abandoned (lawn seemingly uncut for quite some time, exterior of house unkempt), except that uncountable unopened packages cluttered the porch(I am happy to provide photo documentation.) The client had written the following to us on March [redacted] (the day before deli very) @ 5:26pm to say, "Please tell them to make room on porch by moving potsThe porch is shelteredAnywhere else stuff could be taken." She failed to mention the clutter of so many other boxesShe clearly knew ahead about deliveryI apologize if this sounds rude or accusatory but my team wondered if the client might not be unstable or agoraphobic and just didn't want to meet the delivery manWe hoped no news was good news and she simply was happy with her itemsBut then she reached out to Nectar almost a MONTH after the delivery (long after our permissible window for any returns but with white glove service the response should be more immediate since it requires client's availability to receive items) to finally say she was unhappy with delivery, and then a week later provided photo documentation of damagesHow could we know any damages incurred were in fact the fault of the shipping company? (I myself inspected her items before they left our facility so I know they were fine when they left.) Again, white glove service means she was required to receive and can thereby refuse the items on the spotShe was not there but again, had first called to tell us to leave the items anyhow, "You have permission." Since the weather was inclement and there were so many boxes on the porch the shipper did have to move hers to make room for ours, and his only option (which she verbally okayed!) was to leave items there and on their side until she could returnI responded to her with the most diplomacy possibleShe obviously did not like my answer and wanted to be reimbursedShe did not reach out to me again but notified the Revdex.com instead and I'm sorry to say, took some creative liberties and seems may be trying to take advantage of a small companyI am including my last direct response to her here:Hi ***,My name is ***, I'm the owner of NectarI have to jump in at this pointAll claims with any of our shipments regardless of shipping companies or methods need to be filed for us within one week with photo documentation of both the outer packaging and and any padding providedIt is well past one week since you have received your shipment from usA shipment which also happened to be delivered "white glove," a service which actually requires that the client is there on the premises to receive, sign for, and inspect the item immediately and thereby be able to refuse the shipment on the spot while you still have a driver there as witness to attest to the quality and any damagesWe have documented no less than email exchanges with you, and anyone can easily track the efforts Sarah, my Shipping Manager attempted to make repeatedly with you, making it very clear you needed to be there for delivery and we would arrange it at a convenient time so that no such issue wou ld occurIn spite of several delays from your end, we felt assured that we had coordinated something that would work for both partiesUnfortunately since you were not there when the delivery was made after agreeing to be, and it has now been over a month since you received your items, we cannot honor any kind of refundI'm genuinely sorryThe driver took photos of your porch on the day it was delivered, and it was so obviously loaded up with packages that had been left for some time, leaving him almost no room to set the bench down on its legs as expectedHe was kind enough to move your packages around to make room for the bench so it would be out of the way of inclement weatherAny "damages" at this point cannot be proved to be the fault of Nectar or our shipping company, and I myself examined your items before they left our premises and felt assured they were leaving in great shapeWe are a small company of sincere women who truly care about our customers ' experiencesWe always try and honor any complications with a fair resolutionIn this case, all said, no refund can be made.I hope you can be understanding of our perspective and we wish the best for you.Thanks for your time,-***
Although the client's letter here is very articulately written, my small team of women all had a very different experience than what she stated occurredWe have never had such a complaint from another clientThe client was well informed before delivery was made about the delivery date and even agreed upon by herThe client received no less than emails from us-- personal, detailed correspondences trying to coordinate deliveries, as well as some phone callsAll of this was documented on our endThis client was unusually difficult to get a response from and twice previously delayed her confirmed, agreed upon delivery appointments with the shipping companyThis was the 3rd delivery date and time she had agreed upon and then decided last minute to changeThis kind of hand holding and effort from our team was much more than any usual client has ever required and in years of business I had never been concerned like I was about the outc ome of this client's order (even before delivery was finalized) because she made it so difficult to receive her orderWe honestly worried about this client's stability, particularly when this 3rd delay could not be thwarted and rescheduled with the shipping co againOn the final agreed upon day for the items to be delivered (and generally requires the client's presence to receive the item) she reached out the day before, yet again, to say she could not be thereWe did a favor by arranging delivery could be made anyway even without her there, according to her instructionsBut then the shipping company called us when in front of her home and was concerned he had the wrong address because the house seemed abandoned (lawn seemingly uncut for quite some time, exterior of house unkempt), except that uncountable unopened packages cluttered the porch(I am happy to provide photo documentation.) The client had written the following to us on March [redacted] (the day before deli very) @ 5:26pm to say, "Please tell them to make room on porch by moving potsThe porch is shelteredAnywhere else stuff could be taken." She failed to mention the clutter of so many other boxesShe clearly knew ahead about deliveryI apologize if this sounds rude or accusatory but my team wondered if the client might not be unstable or agoraphobic and just didn't want to meet the delivery manWe hoped no news was good news and she simply was happy with her itemsBut then she reached out to Nectar almost a MONTH after the delivery (long after our permissible window for any returns but with white glove service the response should be more immediate since it requires client's availability to receive items) to finally say she was unhappy with delivery, and then a week later provided photo documentation of damagesHow could we know any damages incurred were in fact the fault of the shipping company? (I myself inspected her items before they left our facility so I know they were fine when they left.) Again, white glove service means she was required to receive and can thereby refuse the items on the spotShe was not there but again, had first called to tell us to leave the items anyhow, "You have permission." Since the weather was inclement and there were so many boxes on the porch the shipper did have to move hers to make room for ours, and his only option (which she verbally okayed!) was to leave items there and on their side until she could returnI responded to her with the most diplomacy possibleShe obviously did not like my answer and wanted to be reimbursedShe did not reach out to me again but notified the Revdex.com instead and I'm sorry to say, took some creative liberties and seems may be trying to take advantage of a small companyI am including my last direct response to her here:Hi ***,My name is ***, I'm the owner of NectarI have to jump in at this pointAll claims with any of our shipments regardless of shipping companies or methods need to be filed for us within one week with photo documentation of both the outer packaging and and any padding providedIt is well past one week since you have received your shipment from usA shipment which also happened to be delivered "white glove," a service which actually requires that the client is there on the premises to receive, sign for, and inspect the item immediately and thereby be able to refuse the shipment on the spot while you still have a driver there as witness to attest to the quality and any damagesWe have documented no less than email exchanges with you, and anyone can easily track the efforts Sarah, my Shipping Manager attempted to make repeatedly with you, making it very clear you needed to be there for delivery and we would arrange it at a convenient time so that no such issue wou ld occurIn spite of several delays from your end, we felt assured that we had coordinated something that would work for both partiesUnfortunately since you were not there when the delivery was made after agreeing to be, and it has now been over a month since you received your items, we cannot honor any kind of refundI'm genuinely sorryThe driver took photos of your porch on the day it was delivered, and it was so obviously loaded up with packages that had been left for some time, leaving him almost no room to set the bench down on its legs as expectedHe was kind enough to move your packages around to make room for the bench so it would be out of the way of inclement weatherAny "damages" at this point cannot be proved to be the fault of Nectar or our shipping company, and I myself examined your items before they left our premises and felt assured they were leaving in great shapeWe are a small company of sincere women who truly care about our customers ' experiencesWe always try and honor any complications with a fair resolutionIn this case, all said, no refund can be made.I hope you can be understanding of our perspective and we wish the best for you.Thanks for your time,-***