Fresno Association of Realtors

Today a FULL CREDIT has been processed in the amount of $This will be applied back to the Credit Card used

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ On the [redacted] 's Order [redacted] for the invitations a credit was processed for all of the shipping cost on that order in the amount of $and posted to the account on 4/This was a faxed PO number [redacted] and there were NO other items on that order As for the Prom Nite [redacted] order which also was a faxed PO ***, there was only a kit and sashes I don't see any orders with Prom Nite or [redacted] 's for a photo frame or a crown, therefore I am confused as to the mention of those itemsIf the customer has any specific order numbers or PO numbers that would reference these productsI would be more than happy to look into those situations I feel both [redacted] 's and Prom Nite fulfilled the order and did correct or compensate the customer for any oversights or inconvenieces that might of occurred Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Re: Invitations order - during the conversation with the CSR, I was given expedited shipping to compensate for the lost time for the order being delayed by the company, however I was also talked out of a proof to help speed the order because tickets for the event needed to be sold immediatelyWhen the invitations arrived, they were not centered, and we're gramattically incorrectWhen I called the company to report the errors, they said they could reprint, but that the reprint would take at least a week if not more, which we could not afford in time due to the event being so nearI was offered no other compensation for their mistakes Re: Prom Nite sash order - The first time I spoke to a CSR about this situation, I was assured it was corrected and the original item was being sent for replacement, however, it had not been fixed and required a second phone call to correctThe company again let my order fall through the cracks, and required me to again check up on themNo compensation was offered for my time to correct their mistakes Re: order # [redacted] - This is the order number which included the picture frames and crownAgain, each time there was a problem, I was the one to make contact to fix a situation, not the companyWhen the second set of frames were found to be discontinued as well, I was not contacted to make the new order, only informed through a phone call initiated by myself was I made aware of the problemAnd when calling to check on the crown days before my event, I was told the order just slipped through the system My main complaint is the time I have spent trying to fix the service issues of this company and how each time there was a problem, I was the one to make contact, not the companyMy position as prom coordinator is not a paid position, but a volunteer one, and I have spent over hours in phone calls to fix the service issues this company has consistently had in the past monthsSeveral times I was told parts of my order "slipped through cracks in the system" which is unacceptableWe have spent over $in orders this year, and to be told our compensation for our troubles is $75, is also unacceptable"Slipping through the cracks" once is unfortunate, but forgivable, however, for it to happen at least times is negligentFor it to happen this many times, and for the customer to be the one to catch it each time and initiate resolution is appalling serviceAt no time was I ever contacted by the company to report a problem with our ordersThe customer service representatives were often clueless about the problems I found and uninformed about the status of our ordersThe stress of dealing with this company was unnecessary and unacceptable Final Business Response / [redacted] (4000, 9, 2015/05/26) */ Thank you for getting me the updated information on the crown and frame orderThe reason I didn't locate the order as it wasn't under the name of [redacted] but rather [redacted] As for the crown I see we had questions on the colors wanted but I will check more into the delays as to "why" that item was still held upI will be processing a FULL CREDIT for that item which is $ As for the frames, while we do have stock day the item can sell out the nextI will contact the production area as to "why" we weren't notified of the sold out situation sooner so we could of contacted you earlierThis NOT our order fulfillment procedure, but you are absolutatley correct that your time is very valuable and with that I am giving you 50% off the frames which is another credit of $ I totally agree with you that your valuable time SHOULD NOT be spent contacting us wondering about order status, please be assured that this is NOT our order fulfillment process and I will look into all areas of concern I will be processing a credit on order [redacted] in a total amount of $A credit memo will be mailed to the school within the next 7-business days Once again, our sincere apologizes to you regarding your past experience with your recent order

Initial Business Response /* (1000, 5, 2016/01/04) */
We will process a FULL credit for the return
merchandiseUnfortunately, when the return was received there were NO notes as to why, therefore a restocking fee was appliedAnother credit in the amount of $will be processed today which
is a FULL refund on the merchandise as well as the outbound shipping
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfied with their responseAlthough, I have the paperwork that we submitted that told exactly why we were returning the item, so that part of their statement is not correctI can show proof of this if necessarySo apparently someone in their company does not pay attention to paperwork that is submitted when returning an itemNot pleased about that part

Initial Business Response /* (1000, 5, 2015/10/30) */
We do apologize for the damaged Stormtrooper costume you receivedWe will also let our web design group know to include more detailed information regarding the product on our websiteAs for the costume and being molded on both side we DO NOT
have, BUT we will process a FULL CREDIT for the grouping you received which is $to the payment method usedWe WILL not be picking up the item you may keep it with our compliments
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 5, 2015/10/09) */
This is regarding our order [redacted] and we did receive the pictures and did have a conversation with this customer regarding the wrong item pictured. We offered to send the correct item out to the customer but this was declined this as the...

customer wanted may more
accessories sent at no charge which were NOT even included, which we declined. We were more than willing to replace at no additional charge the hammer that was pictured incorrectly.

We also said that we would WAIVE the 15% restocking fee should the product get returned, which TO DATE it has not been sent back.
We can send ONLY the correct Hammer that is pictured wrong OR we can offer a 20% discount to keep the set OR we can pick up ALL of the items and upon return give a full refund.
Please let us know how we can proceed as these were option given to the customer on 10/2.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to pay for the return of an incorrect item that was delivered to me because of their mistake.
I will be happy to return all items, for a full refund once they have sent a shipping label.
Final Business Response /* (4000, 9, 2015/10/12) */
As in my previous response I offered to pick up all of the items and upon return give full credit.
We can either send a label via email to the customer which will have to be printed out, attached to the package and take the package to UPS. OR we can send UPS to the location of the package and have the package picked up and returned.
Please let us know which pick up method the customer would like to use.

We had several conversations, via email, with this customer between the time of the complaint and now.   We did several things to try and resolve.  We sent replacement costumes, which customer still did not like and we sent labels to pick up.  In the end, the customer agreed to a 25%...

discount on the merchandise.  We issued a credit to her credit card on  11/09/2017.   Our costumes are licensed by Lucas Films.  The manufacture updates the costumes periodically  and if we are not notified of the changes, we don’t know to change our image on the website.  Please let me know if you need additional information.Warmest Regards, Vikki [redacted]Official Costumes Call Center Supervisor

Today a FULL CREDIT has been processed in the amount of $64.05. This will be applied back to the Credit Card used.

Initial Business Response /* (1000, 6, 2016/03/07) */
Since the order was still in our warehouse I was able to cancel the order in full, therefore there will be no return needed.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
The response was not written in a way that would make me believe that I will be refunded the money. it makes one believe that only the order was cancelled. And considering I received an email from them that said, "I apologize, your order has already been processed due to quick automation, and I am unable to cancel it.
Once you receive your order, you can certainly return it. Click on our website: http://www.officialcostumes.com/Returns for further information on our return and exchange policy.
Please be sure to include your return form for credit.
Nathaniel
Customer Service
Official Costumes
InteractionID:fd410f27-e626-4f70-a863-7b7bc71d3ec0
The response wasn't satisfactory. However if they were to include the words full refund as well as full cancellation of order then it will be more satisfactory.
Final Business Response /* (4000, 10, 2016/03/12) */
The order has been CANCELED in full therefore the credit card was never charged. The is a -0- balance due.

Initial Business Response /* (1000, 5, 2015/05/21) */
On the [redacted]'s Order [redacted] for the invitations a credit was processed for all of the shipping cost on that order in the amount of $75.48 and posted to the account on 4/29. This was a faxed PO number [redacted] and there were NO other items on...

that order.
As for the Prom Nite [redacted] order which also was a faxed PO [redacted], there was only a kit and 2 sashes.
I don't see any orders with Prom Nite or [redacted]'s for a photo frame or a crown, therefore I am confused as to the mention of those items. If the customer has any specific order numbers or PO numbers that would reference these productsI would be more than happy to look into those situations.
I feel both [redacted]'s and Prom Nite fulfilled the order and did correct or compensate the customer for any oversights or inconvenieces that might of occurred.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: Invitations order - during the conversation with the CSR, I was given expedited shipping to compensate for the lost time for the order being delayed by the company, however I was also talked out of a proof to help speed the order because tickets for the event needed to be sold immediately. When the invitations arrived, they were not centered, and we're gramattically incorrect. When I called the company to report the errors, they said they could reprint, but that the reprint would take at least a week if not more, which we could not afford in time due to the event being so near. I was offered no other compensation for their mistakes.
Re: Prom Nite sash order - The first time I spoke to a CSR about this situation, I was assured it was corrected and the original item was being sent for replacement, however, it had not been fixed and required a second phone call to correct. The company again let my order fall through the cracks, and required me to again check up on them. No compensation was offered for my time to correct their mistakes.
Re: order # [redacted] - This is the order number which included the picture frames and crown. Again, each time there was a problem, I was the one to make contact to fix a situation, not the company. When the second set of frames were found to be discontinued as well, I was not contacted to make the new order, only informed through a phone call initiated by myself was I made aware of the problem. And when calling to check on the crown 5 days before my event, I was told the order just slipped through the system.
My main complaint is the time I have spent trying to fix the service issues of this company and how each time there was a problem, I was the one to make contact, not the company. My position as prom coordinator is not a paid position, but a volunteer one, and I have spent over 12 hours in phone calls to fix the service issues this company has consistently had in the past 4 months. Several times I was told parts of my order "slipped through cracks in the system" which is unacceptable. We have spent over $2000 in orders this year, and to be told our compensation for our troubles is $75, is also unacceptable. "Slipping through the cracks" once is unfortunate, but forgivable, however, for it to happen at least 4 times is negligent. For it to happen this many times, and for the customer to be the one to catch it each time and initiate resolution is appalling service. At no time was I ever contacted by the company to report a problem with our orders. The customer service representatives were often clueless about the problems I found and uninformed about the status of our orders. The stress of dealing with this company was unnecessary and unacceptable.
Final Business Response /* (4000, 9, 2015/05/26) */
Thank you for getting me the updated information on the crown and frame order. The reason I didn't locate the order as it wasn't under the name of [redacted] but rather [redacted].
As for the crown I see we had questions on the colors wanted but I will check more into the delays as to "why" that item was still held up. I will be processing a FULL CREDIT for that item which is $29.99.
As for the frames, while we do have stock 1 day the item can sell out the next. I will contact the production area as to "why" we weren't notified of the sold out situation sooner so we could of contacted you earlier. This NOT our normal order fulfillment procedure, but you are absolutatley correct that your time is very valuable and with that I am giving you 50% off the frames which is another credit of $597.00
I totally agree with you that your valuable time SHOULD NOT be spent contacting us wondering about order status, please be assured that this is NOT our order fulfillment process and I will look into all areas of concern.
I will be processing a credit on order [redacted] in a total amount of $626.99. A credit memo will be mailed to the school within the next 7-10 business days.
Once again, our sincere apologizes to you regarding your past experience with your recent order.