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 and the matter has been resolved Sincerely, [redacted]
[redacted] placed her first order, [redacted] , through our store on [redacted] Marketplace Due to a discrepancy with the manufacturer's UPC number in their system, [redacted] had the incorrect item linked to the item that the customer purchasedShe purchased the pink blanket, but the item that [redacted] requested from us was the ivory [redacted] contacted us via live chat on March **She stated that she had trouble reaching us via phone due to a high call volume and told us of the issue with order # [redacted] At that time, we had advised her that we would ship out the correct blanket separately at no additional cost to her and she would not have to return the original blanketWe requested that she, instead, donate the incorrect blanket to a child in needWe then set up replacement order # [redacted] , which delivered on March [redacted] at 1:44pm via ***Customer then contacted us on March **, again via live chat, to state that she had placed order # [redacted] and was, once again, receiving the incorrect colorWe advised her to refuse the delivery of the package so that it would be returned to our warehouse, since we had already set up her first replacement order three days priorShe was advised that we would refund her in full as soon as the tracking information reflected the refusal, rather than waiting for it to deliver to our warehouse, as that is a considerably longer processOn March *, she emailed our customer service department and stated that the postal worker refused to take the package backWe provided her with an RMA number and prepaid return labelAccording to the return label's tracking information, this label has not yet been usedOnce [redacted] returns the package with the prepaid return label, we will issue the full refund for this order
On our website, we offer the option of a free one-year subscription to a particular magazineThe magazine itself changes every few monthsIn order to sign up for this subscriptionyou leave the box checked and submit your orderTo opt-out, you uncheck and hit update before submitting your order.Ee did not send any of the customer's payment information to the magazine companyFirst and foremost, because we would never jeopardize any of our customers' payment informationSecondly, we do not save payment information in our systems past one yearThe only information that we provided the magazine company was the shipping name and addressThe customer will not be liable for another year's subscription and if they do not wish to keep the current subscription, they may cancel it at any time.Per the customer's request, all subscriptions have been cancelled and their account on our website has been closed
We sincerely apologize for all of the inconvenience that was experienced with this order*** *** placed her first order, ***, through our store on *** Marketplace Due to a discrepancy with the manufacturer's UPC number in their system, *** had the incorrect item linked to the item that the customer purchasedShe purchased the pink blanket, but the item that *** requested from us was the ivory*** *** contacted us via live chat on March **She stated that she had trouble reaching us via phone due to a high call volume and told us of the issue with order #***At that time, we had advised her that we would ship out the correct blanket separately at no additional cost to her and she would not have to return the original blanketWe requested that she, instead, donate the incorrect blanket to a child in needWe then set up replacement order ***, which delivered on March at 1:44pm via *** *** then contacted us on March **, again via live chat, to state that she had placed order #*** and was, once again, receiving the incorrect colorWe advised her to refuse the delivery of the package so that it would be returned to our warehouse, since we had already set up her first replacement order three days priorShe was advised that we would refund her in full as soon as the tracking information reflected the refusal, rather than waiting for it to deliver to our warehouse, as that is a considerably longer processOn March *, she emailed our customer service department and stated that the postal worker refused to take the package backWe provided her with an RMA number and prepaid return label*** *** returned both orders to us, regretfully at her own expense, as the package was returned to us before the return label was receivedWe have since issued a refund for both orders placed, as well as sent the customer the correct blanket at no charge
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have refused the shipment, and returned it to sender for a complete refund, so I will get my money back However, my issue from the beginning was that ***'s ordering system never indicated the code had expired or was invalid When I submitted the order on 6/**/17, the code was accepted as valid and clearly indicated a lower price It was not until the order acknowledgement was received with a higher dollar amount that I realized there was an issue I had to call the company to get an explanation It is a very misleading practice I will not be re-ordering this product or any other from them.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They are making it sound like they responded in a timely matterHere is what I had to do to get a refundI contacted my bank and told them I got the wrong item and they put it in a disputeI left a letter for the mail carrier explaining that the packages on my front step needed be mailed back (I had written "Return to Sender on them")The packages were picked up on April ***. I can not use the return label the created for me because I have to log in to their website and I don't believe I have an accountThe return label was only created after I reported them to *** and *** address them on this matterThey did not do it prior even though I explained that I was having trouble getting the packages returnedThat to me is bad business and I did address this with them before *** was involved and they did not offer to give me a return label when I first brought it upThey just told me to "*** *** ***".I was issued a refund for one order by my bank because I disputed the charge on the grounds that I didn't get what I orderedI didn't need to go through any trouble to return the two items that I did not order but I did anyway to be a decent personAs far as I am concerned the business did not resolve this issue to my satisfaction: they did not offer a return label until *** asked them (even after I asked for one)They did not issue me a refund at any time (the bank had to take care of that)Overall, they did as little as possible to resolve this issue and expected everyone else to do it for them (***, the bank, and myself)The issue was resolved though but not by the business that should have resolve it (Cookies Kids)It was resolved by *** and my bankI also stated that I wanted an apologyAll I see is their response is them trying to make it sound like they did everything they could to resolve it right away and they didn'tThey tried to just shove that responsibility onto whomever they could (they even said it was *** fault I got the wrong item when I said as a customer I don't care whose fault it is, it was not mine)I felt like the whole time they were trying to make me feel like I was an inconvenience instead of a customer or even a human beingWhen I was able to get someone on the phone she was very rude and refused to issue me a return label saying that she couldn't do it since my orders were through ***I asked to speak to supervisor and she just put me on hold and then said that they couldn't issue me a return label since I didn't order directly through the site and that they couldn't issue me a refund even though she admitted I got the wrong item from themSeeing as the bank was able to dispute the charge and get me a refund, I don't see how the store couldn't have done so (remember I was sent the wrong thing twice)I wish the business would look at this and see where THEY went wrong instead of making the customer feel badIt would be nice if they responded back with what they did wrong at each step and what they should have done (and will do if this happens in the future) as for me: I know it won't happen to me again because this was my first and now only time buying from them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:At this time, my complaint, ID *** regarding Cookies DeptStore, Inchas been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,Aisha White
Our return policy states that our customers have days to return their items unused and unwashed with the tags still attachedFor all items that show defect after use, we allow days from the date of purchase for a returnBecause the customer fell outside of the day time frame, we were not
able to offer the customer a full refund or replacementInstead, we offered a 15% refund, which the customer declinedOur offer for the 15% partial refund still stands if the customer would like to accept
We sincerely apologize that our return policy is unclear on our siteWe understand that you were going by the policy as noted on our website; however, this policy states that used items cannot be returnedPlease see the following excerpt from the fourth paragraph of the policy listed on our website: "Upon receipt of the item(s) you returned, CookiesKids.com will issue to you an exchange, refund, or credit, less adjustments for shipping and handling (where applicable)All products must be returned in their original condition, unworn and unwashed, with tags still attached, and with a copy of the invoice and the reason for return included." Again, we deeply apologize that we were not able to assist you with your return
[redacted] placed her first order, [redacted], through our store on [redacted] Marketplace. Due to a discrepancy with the manufacturer's UPC number in their system, [redacted] had the incorrect item linked to the item that the customer purchased. She purchased the pink blanket, but the item that...
[redacted] requested from us was the ivory. [redacted] contacted us via live chat on March **. She stated that she had trouble reaching us via phone due to a high call volume and told us of the issue with order #[redacted]. At that time, we had advised her that we would ship out the correct blanket separately at no additional cost to her and she would not have to return the original blanket. We requested that she, instead, donate the incorrect blanket to a child in need. We then set up replacement order #[redacted], which delivered on March ** at 1:44pm via [redacted]. Customer then contacted us on March **, again via live chat, to state that she had placed order #[redacted] and was, once again, receiving the incorrect color. We advised her to refuse the delivery of the package so that it would be returned to our warehouse, since we had already set up her first replacement order three days prior. She was advised that we would refund her in full as soon as the tracking information reflected the refusal, rather than waiting for it to deliver to our warehouse, as that is a considerably longer process. On March *, she emailed our customer service department and stated that the postal worker refused to take the package back. We provided her with an RMA number and prepaid return label. According to the return label's tracking information, this label has not yet been used. Once [redacted] returns the package with the prepaid return label, we will issue the full refund for this order.
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 and the matter has been resolved.
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I am aware of that particular part of the return policy, however this incident was because a coat zipper broke and the defective item policy response was not listed on the website. If we had known that we had would be forfeiting our 30 days return/defect window by buying the coat early we would have not purchased the item at that time. It is reasonable to expect businesses to be upfront about polices and support the quality of the product being sold most stores have a 90 day policy for defects/returns that is clearly listed before the product is purchased. I should not have heard about the 30 day defective item policy after I have purchased the item. That should have been on the website as many people buy clothing items early or for gifts and clothing items can look good upon receipt but there are instances when something can break like a zipper that should be covered by the retailer. The fact that customer service reps told me that I only had 30 days for defective item returns only made the problem worse, if that is policy it should be on the website.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The problem with the 30 day policy is that is not listed on the website, there is no mention of any 30 day limit/restriction on the website. Going by the policy stated if I knew the that I had to 30 day window to discover defects I would of never bought the coat from Cookies kids knowing that we had no intention of wearing it until beyond 30 days. I would of bought elsewhere with a different return policy. below is the policy listed on the website[redacted]
Sincerely,
[redacted]
This order was placed on June **, 2017 at 3:37pm EST. The promotional code that the customer applied to this order (Code: SIGN) expired on June **, 2017 at 11:59pm EST, which is why the code did not apply to the order. Customer was advised that we were unable to refund the discount because the code...
was no longer valid. Customer said she would refuse the delivery and re-order with a valid discount code. We advised the customer that if she did choose to do that, we would be happy to refund her in full.
On our website, we offer the option of a free one-year subscription to a particular magazine. The magazine itself changes every few months. In order to sign up for this subscription. you leave the box checked and submit your order. To opt-out, you uncheck and hit update before submitting your...
order.Ee did not send any of the customer's payment information to the magazine company. First and foremost, because we would never jeopardize any of our customers' payment information. Secondly, we do not save payment information in our systems past one year. The only information that we provided the magazine company was the shipping name and address. The customer will not be liable for another year's subscription and if they do not wish to keep the current subscription, they may cancel it at any time.Per the customer's request, all subscriptions have been cancelled and their account on our website has been closed.
This order was placed on Friday, September *, 2017 at 10:39PM EST. Our business hours are Monday through Friday from 10:00AM - 6:00PM EST, as stated by the customer. This order was shipped on Monday, September *, 2017 via [redacted] The package delivered one day early on September *, 2017 to an...
individual at the shipping address provided. The backordered item shipped on September *, 2017. Tracking shows that this package delivered on September *, 2017; however, there is an update three minutes after the delivery scan stating that the package is undeliverable as addressed and another update on September *, 2017 stating that the the package is being returned to sender. [redacted] did email us at 7:07PM on Friday, September *, 2017. Emails are responded to in the order in which they are received. Because we are closed between Fridays at 6:00PM and Mondays at 10:00AM, we did not see her email until after she had spoken with our Customer Service Supervisor on September **, 2017 at 12:10PM.Per [redacted]'s conversation with our Customer Service Supervisor, an investigation has been opened with the carrier regarding the delivery of the first package. We did inform [redacted] that if the package was found during the investigation, it would be delivered to her, and if it was not found, we would issue her a full refund. This investigation has an expected completion date of September **. Once we receive a disposition from the carrier, we will reach out to [redacted] to inform her of the next steps towards her resolution. We do understand [redacted]'s concern and we are working diligently with the carrier to resolve this issue quickly.
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 and the matter has been resolved Sincerely, [redacted]
[redacted] placed her first order, [redacted] , through our store on [redacted] Marketplace Due to a discrepancy with the manufacturer's UPC number in their system, [redacted] had the incorrect item linked to the item that the customer purchasedShe purchased the pink blanket, but the item that [redacted] requested from us was the ivory [redacted] contacted us via live chat on March **She stated that she had trouble reaching us via phone due to a high call volume and told us of the issue with order # [redacted] At that time, we had advised her that we would ship out the correct blanket separately at no additional cost to her and she would not have to return the original blanketWe requested that she, instead, donate the incorrect blanket to a child in needWe then set up replacement order # [redacted] , which delivered on March [redacted] at 1:44pm via ***Customer then contacted us on March **, again via live chat, to state that she had placed order # [redacted] and was, once again, receiving the incorrect colorWe advised her to refuse the delivery of the package so that it would be returned to our warehouse, since we had already set up her first replacement order three days priorShe was advised that we would refund her in full as soon as the tracking information reflected the refusal, rather than waiting for it to deliver to our warehouse, as that is a considerably longer processOn March *, she emailed our customer service department and stated that the postal worker refused to take the package backWe provided her with an RMA number and prepaid return labelAccording to the return label's tracking information, this label has not yet been usedOnce [redacted] returns the package with the prepaid return label, we will issue the full refund for this order
RevDex.com:At this time, I have not been contacted by Cookies Dept. Store, Inc. regarding complaint ID [redacted] .Sincerely, [redacted]
On our website, we offer the option of a free one-year subscription to a particular magazineThe magazine itself changes every few monthsIn order to sign up for this subscriptionyou leave the box checked and submit your orderTo opt-out, you uncheck and hit update before submitting your order.Ee did not send any of the customer's payment information to the magazine companyFirst and foremost, because we would never jeopardize any of our customers' payment informationSecondly, we do not save payment information in our systems past one yearThe only information that we provided the magazine company was the shipping name and addressThe customer will not be liable for another year's subscription and if they do not wish to keep the current subscription, they may cancel it at any time.Per the customer's request, all subscriptions have been cancelled and their account on our website has been closed
We sincerely apologize for all of the inconvenience that was experienced with this order*** *** placed her first order, ***, through our store on *** Marketplace Due to a discrepancy with the manufacturer's UPC number in their system, *** had the incorrect item linked to the item that the customer purchasedShe purchased the pink blanket, but the item that *** requested from us was the ivory*** *** contacted us via live chat on March **She stated that she had trouble reaching us via phone due to a high call volume and told us of the issue with order #***At that time, we had advised her that we would ship out the correct blanket separately at no additional cost to her and she would not have to return the original blanketWe requested that she, instead, donate the incorrect blanket to a child in needWe then set up replacement order ***, which delivered on March at 1:44pm via *** *** then contacted us on March **, again via live chat, to state that she had placed order #*** and was, once again, receiving the incorrect colorWe advised her to refuse the delivery of the package so that it would be returned to our warehouse, since we had already set up her first replacement order three days priorShe was advised that we would refund her in full as soon as the tracking information reflected the refusal, rather than waiting for it to deliver to our warehouse, as that is a considerably longer processOn March *, she emailed our customer service department and stated that the postal worker refused to take the package backWe provided her with an RMA number and prepaid return label*** *** returned both orders to us, regretfully at her own expense, as the package was returned to us before the return label was receivedWe have since issued a refund for both orders placed, as well as sent the customer the correct blanket at no charge
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have refused the shipment, and returned it to sender for a complete refund, so I will get my money back However, my issue from the beginning was that ***'s ordering system never indicated the code had expired or was invalid When I submitted the order on 6/**/17, the code was accepted as valid and clearly indicated a lower price It was not until the order acknowledgement was received with a higher dollar amount that I realized there was an issue I had to call the company to get an explanation It is a very misleading practice I will not be re-ordering this product or any other from them.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They are making it sound like they responded in a timely matterHere is what I had to do to get a refundI contacted my bank and told them I got the wrong item and they put it in a disputeI left a letter for the mail carrier explaining that the packages on my front step needed be mailed back (I had written "Return to Sender on them")The packages were picked up on April ***. I can not use the return label the created for me because I have to log in to their website and I don't believe I have an accountThe return label was only created after I reported them to *** and *** address them on this matterThey did not do it prior even though I explained that I was having trouble getting the packages returnedThat to me is bad business and I did address this with them before *** was involved and they did not offer to give me a return label when I first brought it upThey just told me to "*** *** ***".I was issued a refund for one order by my bank because I disputed the charge on the grounds that I didn't get what I orderedI didn't need to go through any trouble to return the two items that I did not order but I did anyway to be a decent personAs far as I am concerned the business did not resolve this issue to my satisfaction: they did not offer a return label until *** asked them (even after I asked for one)They did not issue me a refund at any time (the bank had to take care of that)Overall, they did as little as possible to resolve this issue and expected everyone else to do it for them (***, the bank, and myself)The issue was resolved though but not by the business that should have resolve it (Cookies Kids)It was resolved by *** and my bankI also stated that I wanted an apologyAll I see is their response is them trying to make it sound like they did everything they could to resolve it right away and they didn'tThey tried to just shove that responsibility onto whomever they could (they even said it was *** fault I got the wrong item when I said as a customer I don't care whose fault it is, it was not mine)I felt like the whole time they were trying to make me feel like I was an inconvenience instead of a customer or even a human beingWhen I was able to get someone on the phone she was very rude and refused to issue me a return label saying that she couldn't do it since my orders were through ***I asked to speak to supervisor and she just put me on hold and then said that they couldn't issue me a return label since I didn't order directly through the site and that they couldn't issue me a refund even though she admitted I got the wrong item from themSeeing as the bank was able to dispute the charge and get me a refund, I don't see how the store couldn't have done so (remember I was sent the wrong thing twice)I wish the business would look at this and see where THEY went wrong instead of making the customer feel badIt would be nice if they responded back with what they did wrong at each step and what they should have done (and will do if this happens in the future) as for me: I know it won't happen to me again because this was my first and now only time buying from them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:At this time, my complaint, ID *** regarding Cookies DeptStore, Inchas been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,Aisha White
Our return policy states that our customers have days to return their items unused and unwashed with the tags still attachedFor all items that show defect after use, we allow days from the date of purchase for a returnBecause the customer fell outside of the day time frame, we were not
able to offer the customer a full refund or replacementInstead, we offered a 15% refund, which the customer declinedOur offer for the 15% partial refund still stands if the customer would like to accept
We sincerely apologize that our return policy is unclear on our siteWe understand that you were going by the policy as noted on our website; however, this policy states that used items cannot be returnedPlease see the following excerpt from the fourth paragraph of the policy listed on our website: "Upon receipt of the item(s) you returned, CookiesKids.com will issue to you an exchange, refund, or credit, less adjustments for shipping and handling (where applicable)All products must be returned in their original condition, unworn and unwashed, with tags still attached, and with a copy of the invoice and the reason for return included." Again, we deeply apologize that we were not able to assist you with your return
[redacted] placed her first order, [redacted], through our store on [redacted] Marketplace. Due to a discrepancy with the manufacturer's UPC number in their system, [redacted] had the incorrect item linked to the item that the customer purchased. She purchased the pink blanket, but the item that...
[redacted] requested from us was the ivory. [redacted] contacted us via live chat on March **. She stated that she had trouble reaching us via phone due to a high call volume and told us of the issue with order #[redacted]. At that time, we had advised her that we would ship out the correct blanket separately at no additional cost to her and she would not have to return the original blanket. We requested that she, instead, donate the incorrect blanket to a child in need. We then set up replacement order #[redacted], which delivered on March ** at 1:44pm via [redacted]. Customer then contacted us on March **, again via live chat, to state that she had placed order #[redacted] and was, once again, receiving the incorrect color. We advised her to refuse the delivery of the package so that it would be returned to our warehouse, since we had already set up her first replacement order three days prior. She was advised that we would refund her in full as soon as the tracking information reflected the refusal, rather than waiting for it to deliver to our warehouse, as that is a considerably longer process. On March *, she emailed our customer service department and stated that the postal worker refused to take the package back. We provided her with an RMA number and prepaid return label. According to the return label's tracking information, this label has not yet been used. Once [redacted] returns the package with the prepaid return label, we will issue the full refund for this order.
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 and the matter has been resolved.
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I am aware of that particular part of the return policy, however this incident was because a coat zipper broke and the defective item policy response was not listed on the website. If we had known that we had would be forfeiting our 30 days return/defect window by buying the coat early we would have not purchased the item at that time. It is reasonable to expect businesses to be upfront about polices and support the quality of the product being sold most stores have a 90 day policy for defects/returns that is clearly listed before the product is purchased. I should not have heard about the 30 day defective item policy after I have purchased the item. That should have been on the website as many people buy clothing items early or for gifts and clothing items can look good upon receipt but there are instances when something can break like a zipper that should be covered by the retailer. The fact that customer service reps told me that I only had 30 days for defective item returns only made the problem worse, if that is policy it should be on the website.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:At this time, I have not been contacted by Cookies Dept. Store, Inc. regarding complaint ID[redacted] .Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The problem with the 30 day policy is that is not listed on the website, there is no mention of any 30 day limit/restriction on the website. Going by the policy stated if I knew the that I had to 30 day window to discover defects I would of never bought the coat from Cookies kids knowing that we had no intention of wearing it until beyond 30 days. I would of bought elsewhere with a different return policy. below is the policy listed on the website[redacted]
Sincerely,
[redacted]
This order was placed on June **, 2017 at 3:37pm EST. The promotional code that the customer applied to this order (Code: SIGN) expired on June **, 2017 at 11:59pm EST, which is why the code did not apply to the order. Customer was advised that we were unable to refund the discount because the code...
was no longer valid. Customer said she would refuse the delivery and re-order with a valid discount code. We advised the customer that if she did choose to do that, we would be happy to refund her in full.
On our website, we offer the option of a free one-year subscription to a particular magazine. The magazine itself changes every few months. In order to sign up for this subscription. you leave the box checked and submit your order. To opt-out, you uncheck and hit update before submitting your...
order.Ee did not send any of the customer's payment information to the magazine company. First and foremost, because we would never jeopardize any of our customers' payment information. Secondly, we do not save payment information in our systems past one year. The only information that we provided the magazine company was the shipping name and address. The customer will not be liable for another year's subscription and if they do not wish to keep the current subscription, they may cancel it at any time.Per the customer's request, all subscriptions have been cancelled and their account on our website has been closed.
This order was placed on Friday, September *, 2017 at 10:39PM EST. Our business hours are Monday through Friday from 10:00AM - 6:00PM EST, as stated by the customer. This order was shipped on Monday, September *, 2017 via [redacted] The package delivered one day early on September *, 2017 to an...
individual at the shipping address provided. The backordered item shipped on September *, 2017. Tracking shows that this package delivered on September *, 2017; however, there is an update three minutes after the delivery scan stating that the package is undeliverable as addressed and another update on September *, 2017 stating that the the package is being returned to sender. [redacted] did email us at 7:07PM on Friday, September *, 2017. Emails are responded to in the order in which they are received. Because we are closed between Fridays at 6:00PM and Mondays at 10:00AM, we did not see her email until after she had spoken with our Customer Service Supervisor on September **, 2017 at 12:10PM.Per [redacted]'s conversation with our Customer Service Supervisor, an investigation has been opened with the carrier regarding the delivery of the first package. We did inform [redacted] that if the package was found during the investigation, it would be delivered to her, and if it was not found, we would issue her a full refund. This investigation has an expected completion date of September **. Once we receive a disposition from the carrier, we will reach out to [redacted] to inform her of the next steps towards her resolution. We do understand [redacted]'s concern and we are working diligently with the carrier to resolve this issue quickly.