Full Circle Distribution

Regarding this Mr [redacted] ordered some items from our online shop Our policy is such that if the credit card information that is entered into our machine is NOT ALL verified (i.enot only the credit card number itself, but the expiration date, billing address and billing zip code), then we void the transaction [redacted] (whom I have copied on this email) initially entered Mr [redacted] ’s credit card information on 2/26/and it came back that the address was not verified [redacted] thought that perhaps he might have entered in a wrong digit, so he VOIDED the transaction on our credit card machine He re-entered the information shortly after and again, it came back that the address was not verified, only the zip code So, once again, he VOIDED the transactionThis must be what Mr [redacted] is talking about when he says that “ they placed TWO holds on my account totaling $ 479.50” Please see attached credit card charge slipsPer our credit card processor, they had informed us that when a transaction is voided, it is voided, periodSo, in essence, it does not existHe did not say that there would be any holds on the funds On 2/27/ [redacted] called Mr [redacted] and he said that he could not leave a message for Mr [redacted] about this because he got an automatic response stating that the voice mailbox belonging to the phone number he was calling had not been set up On 3/2/ [redacted] emailed the Mr [redacted] stating that the billing address needed to be verified, that it had failed twice when trying to enter the address information into our credit card machine [redacted] received, then, a response from “MAILER-DAEMON” Please see attachedAs I am reviewing this documentation, I just now realized that Mailer DAEMON talks about an unrecognized HOST (NOT email address)So, this was an honest mistake made by ***, On 3/3/ [redacted] called again and stated that he got the same automatic response stating that a voicemail had not been set up and so he could not leave a message Mr [redacted] also claims that “ He (***) had the nerve to tell me that I could re-order the items that they still had the $ on my account for” We NEVER had those funds, which he claims that we had If we would have had those funds, then he would have seen a refund on his account and there were never any refunds issued because again, we never saw those charges NOR did we place those holds It is unfortunate that Mr [redacted] ’s funds got held by his bank, as (once more), we did not place those holds We DO NOT have neither the authority nor the capability to place holds on anyone’s funds We were only following what our processor had instructed us to do when billing information is not verified and so that is what we did (voided the transaction) This is not the first time that we have voided transactions because of non-verified informationThis is, however, the first time that we have heard of a hold on an account because of this procedureI truly believe that this is a bank situation As per my conversation with you earlier, I have attached backup documentation to support what happened on our end Please call [redacted] or me if you have any questions at: 714-897- Here is a description of what each document represents: · “Order Details”.: This is the order form generated by our online cartAmongst other information, this document shows what the customer ordered, their name, billing information, shipping information Please note his email addressYou will need it later on when you view the printout of the email that [redacted] got from “MAILER DAEMON” · “Invoice”—this is the invoice that is generated from our online shopping cartThis shows ***’s manual notes and also, the word “cancel” written across itThis was, indeed, cancelled because we were not able to verify the address on our system and [redacted] was not able to get a hold of Mr [redacted] · The credit card receiptsPlease note that they are numbered in sequenceUnfortunately, they do not show up from left to right in reading sequence J BUT..credit card receipt #happened first, then credit card receipt #2, etc· An email from “MAILER DAEMON” stating “Sorry, I could not find any host named “yahoo.com’”I see that there was an apostrophe put at the end of .com so that is probably why the email got returned***, I believe, might have thought that this was returned because of an erroneous email address Again, this appears to be an honest mistake on ***’s part Thank you for your timeI really appreciate it All the best, [redacted]

Regarding this Complaint:
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Mr. [redacted] ordered some items from our online shop.  Our policy is such that if the credit card information that is entered into our machine is NOT ALL verified (i.e. not only the credit card number itself, but the expiration date, billing address and billing zip code), then we void the transaction.  [redacted] (whom I have copied on this email) initially entered Mr. [redacted]’s credit card information on 2/26/15 and it came back that the address was not verified. [redacted] thought that perhaps he might have entered in a wrong digit, so he VOIDED the transaction  on our credit card machine.  He re-entered the information shortly after and again, it came back that the address was not verified, only the zip code.  So, once again, he VOIDED the transaction. This must be what Mr. [redacted] is talking about when he says that “…they placed TWO holds on my account totaling $ 479.50”.  Please see attached credit card charge slips. Per our credit card processor, they had informed us that when a transaction is voided, it is voided, period. So, in essence, it does not exist. He did not say that there would be any holds on the funds.
 
On 2/27/15 [redacted] called Mr. [redacted] and he said that he could not leave a message for Mr. [redacted] about this because he got an automatic response stating that the voice mailbox belonging to the phone number he was calling had not been set up. 
 
On 3/2/15 [redacted] emailed the Mr. [redacted] stating that the billing address needed to be verified, that it  had failed twice when trying to enter the address information into our credit card machine.  [redacted] received, then, a response from “MAILER-DAEMON” . Please see attached. As I am reviewing this documentation, I just now realized that Mailer DAEMON talks about an unrecognized HOST (NOT email address). So, this was an honest mistake made by [redacted],
 
On 3/3/15 [redacted] called again and stated that he got the same automatic response stating that a voicemail had not been set up and so he could not leave a message.
 
Mr. [redacted] also claims that… “ He ([redacted]) had the nerve to tell me that I could re-order the items that they still had the $ 479.50 on my account for”.   We NEVER had those funds, which he claims that we had.  If we would have had those funds, then he would have seen a refund on his account and there were never any refunds issued because again, we never saw those charges NOR did we place those holds.
 
 
It is unfortunate that Mr. [redacted]’s funds got held by his bank, as (once more), we did not place those holds.  We DO NOT have neither the authority nor the capability  to place holds on anyone’s funds.  We were only following what our processor had instructed us to do when billing information is not verified and so that is what we did (voided the transaction).  This is not the first time that we have voided transactions because of non-verified information. This is, however, the first time that we have heard of a hold on an account because of this procedure. I truly believe that this is a bank situation.
 
 
As per my conversation with you earlier, I have attached backup documentation to support what happened on our end.  Please call [redacted] or me if you have any questions at: 714-897-5656.  Here is a description of what each document represents:
 
·         “Order Details”.: This is the order form generated by our online cart. Amongst other information, this document shows what the customer ordered, their name, billing information, shipping information.  Please note his email address. You will need it later on when you view the printout of the email that [redacted] got from “MAILER DAEMON”
·         “Invoice”—this is the invoice that is generated from our online shopping cart. This shows [redacted]’s manual notes and also, the word “cancel” written across it. This was, indeed, cancelled because we were not able to verify the address on our system and [redacted] was not able to get a hold of Mr. [redacted].
·         The credit card  receipts. Please note that they are numbered in sequence. Unfortunately, they do not show up from left to right in reading sequence J  BUT..credit card receipt #1 happened first, then credit card receipt #2, etc.
·         An email from “MAILER DAEMON” stating  “Sorry, I could not find any host named “yahoo.com’”. I see that there was an apostrophe put at the end of  .com so that is probably why the email got returned. [redacted], I believe, might have thought that this was returned because of an erroneous email address..  Again, this appears to be an honest mistake on [redacted]’s part. 
 
 
Thank you for your time. I really appreciate it. 
 
All the best,
 
[redacted]

Review: On 2/25/15, I ordered 5 items from fullcircledistribution.com (aka madrid skateboards,) totaling $239.75. On 2/27 I noticed that they had placed TWO holds on my account on 2/26 totaling $479.50. I replied to my order confirmation email from [redacted] questioning this "double" hold on my account, but got NO response. I understood that the two amounts were just holds, and that the 27th was a Friday, so I wasn't overly concerned...but I also wasn't happy. Checking their website over the weekend, my order was queued, so I expected that it would be shipped early the next week and my naivety made me think things would be worked out. Then on 3/3/15 at 11:32 am I received an email from [redacted] claiming that he had tried to contact me by phone several times, and tried to email me several times because my address didn't match my credit card address, and my order was therefore cancelled. He also then had the nerve to tell me that I could re-order the items that they still had the $479.50 on my account for. The trouble is, the ONLY email I received from them was the one cancelling my order, and the ONLY call I received from them was a call I missed 27 minutes before they cancelled my order. I also can't understand why or how there was a problem with my credit card or my address, especially considering I use this card all the time to order things online, I always enter my address the same way, and they were able to place $479.50 of my money on hold, thus making it unavailable to me. I would also like to know where these "several" emails and phone calls are, because they're not in my inbox, spam folder, or phone logs. Additionally, I will note that after being without access to MY $479.50 for 8 days with nothing to show for it, the holds finally expired on 3/5.Desired Settlement: I am thoroughly disgusted with my experience with madrid skateboards and full circle distribution. I would like them to acknowledgement this problem, since they have been so unresponsive. I want to see records of the several emails and calls they claim to have made. And I want them to explain how and why they were able to place two holds on my account with what they claim was the wrong credit card info. I want them to know that I'll go way out of my way to tell everyone how bad my exp w/them was

Business

Response:

Regarding this Review: Mr. [redacted] ordered some items from our online shop. Our policy is such that if the credit card information that is entered into our machine is NOT ALL verified (i.e. not only the credit card number itself, but the expiration date, billing address and billing zip code), then we void the transaction. [redacted] (whom I have copied on this email) initially entered Mr. [redacted]’s credit card information on 2/26/15 and it came back that the address was not verified. [redacted] thought that perhaps he might have entered in a wrong digit, so he VOIDED the transaction on our credit card machine. He re-entered the information shortly after and again, it came back that the address was not verified, only the zip code. So, once again, he VOIDED the transaction. This must be what Mr. [redacted] is talking about when he says that “…they placed TWO holds on my account totaling $ 479.50”. Please see attached credit card charge slips. Per our credit card processor, they had informed us that when a transaction is voided, it is voided, period. So, in essence, it does not exist. He did not say that there would be any holds on the funds. On 2/27/15 [redacted] called Mr. [redacted] and he said that he could not leave a message for Mr. [redacted] about this because he got an automatic response stating that the voice mailbox belonging to the phone number he was calling had not been set up. On 3/2/15 [redacted] emailed the Mr. [redacted] stating that the billing address needed to be verified, that it had failed twice when trying to enter the address information into our credit card machine. [redacted] received, then, a response from “MAILER-DAEMON” . Please see attached. As I am reviewing this documentation, I just now realized that Mailer DAEMON talks about an unrecognized HOST (NOT email address). So, this was an honest mistake made by [redacted], On 3/3/15 [redacted] called again and stated that he got the same automatic response stating that a voicemail had not been set up and so he could not leave a message. Mr. [redacted] also claims that… “ He ([redacted]) had the nerve to tell me that I could re-order the items that they still had the $ 479.50 on my account for”. We NEVER had those funds, which he claims that we had. If we would have had those funds, then he would have seen a refund on his account and there were never any refunds issued because again, we never saw those charges NOR did we place those holds. It is unfortunate that Mr. [redacted]’s funds got held by his bank, as (once more), we did not place those holds. We DO NOT have neither the authority nor the capability to place holds on anyone’s funds. We were only following what our processor had instructed us to do when billing information is not verified and so that is what we did (voided the transaction). This is not the first time that we have voided transactions because of non-verified information. This is, however, the first time that we have heard of a hold on an account because of this procedure. I truly believe that this is a bank situation. As per my conversation with you earlier, I have attached backup documentation to support what happened on our end. Please call [redacted] or me if you have any questions at: 714-897-5656. Here is a description of what each document represents: · “Order Details”.: This is the order form generated by our online cart. Amongst other information, this document shows what the customer ordered, their name, billing information, shipping information. Please note his email address. You will need it later on when you view the printout of the email that [redacted] got from “MAILER DAEMON”· “Invoice”—this is the invoice that is generated from our online shopping cart. This shows [redacted]’s manual notes and also, the word “cancel” written across it. This was, indeed, cancelled because we were not able to verify the address on our system and [redacted] was not able to get a hold of Mr. [redacted].· The credit card receipts. Please note that they are numbered in sequence. Unfortunately, they do not show up from left to right in reading sequence J BUT..credit card receipt #1 happened first, then credit card receipt #2, etc.· An email from “MAILER DAEMON” stating “Sorry, I could not find any host named “yahoo.com’”. I see that there was an apostrophe put at the end of .com so that is probably why the email got returned. [redacted], I believe, might have thought that this was returned because of an erroneous email address.. Again, this appears to be an honest mistake on [redacted]’s part. Thank you for your time. I really appreciate it. All the best, [redacted]