Generate Design

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and the matter has been resolvedI finally received my order, months after order was placed & paid forHowever, I do not accept the business's response as accuratePlease add my notes if business reply is posted publicly, so other potential customers can find info about Generate's less-than-straightforward business practices.Business response (in blue): This customer was informed when placing her order that the item ordered was going to be delayed due to quality control issuesThe customer agreed to waitItem was clearly noted as In Stock on company's websiteI was not notified while placing order on 112013, or until after my credit card had been charged, that item was on back order, & I was not given a choice of waiting or receiving an immediate refund & cancellation of order.I received this email on 112014: "Unfortunately, we are currently out of xwatering cansWe expect new stock in 7-days, and your order has been placed on backorder status, to be shipped just as soon as new stock arrives."I did not agree to wait for months, while my money was already collected from Generate, so I couldn't cancel the order & order from another retailerI made multiple requests for accurate updates on backorder status, & each time either received no reply or was assured me that the items would be arriving within a week.Business response: When the items finally became available, the customer requested expedited shipping to make up for the waitWe attempted to do this for the customer, but, since we had pre-entered the shipments in our warehouse's system so that the packages could ship out as soon as possible, we couldn't change her order in time.My order shipped biz days after I received an email notifying me that order would be shipping that dayWhen it did ship, I received a FedEx tracking number, & only discovered that the delivery would actually be made by USPS from a FedEx customer service rep Business response: In the end, we refunded the client's credit card for her troubles, and let her keep the item as a gift from us We attempted to handle this order in the most honest, straightforward way possible under the circumstances, and to do right by this client, as we do with all our clientsPlease let me know if you require any additional informationI'd be happy to assist in any way I can.I finally received my order via USPS snail mail on 22014, months from when order was placed & my credit card was chargedI did receive a refund of all charges from Generate on I understand the business can't control production backorders from suppliersThey could improve customers' online purchasing experience by posting correct info on their website, honestly advertising services, & having dedicated customer service available by email & phone.Continuing to list an item on the website as "In Stock" when there's a known manufacturer backorder is very misleadingI pointed this out several times in emails to the company; they had ample time to direct the web developer to update the websiteAdvertising telephone customer service hours with a phone number that is never answered &/or has a "number unavailable" message, & a live chat that is never available, & an email contact form that promises 48-hour replies (I did not receive replies to several messages), makes a business seem disreputable & dishonestIt seems like Generate has sacrificed real human customer service for inflexible, cheaper automated systems Thank you Sincerely, [redacted]

Hello, The contact email I have been using for Generate Design is: [redacted] Additional contact info as posted on their website:E-mail General [redacted] Sales [redacted] Service [redacted] Affiliates [redacted] Telephone & Fax T: ###-###-#### F: ###-###-#### Customer Service & Telephone Sales Hours Monday to Friday, 10AM to 6PM EST Mailing Address: US: [redacted] Canada: [redacted] URL [redacted]

Unfortuantely, we have still not received new stock of the item the customer ordered. As per the client's request, this order has been canceled and refunded. We apologize again for this delay.

This customer was informed when placing her order that the item ordered was going to be delayed due to quality control issues. The customer agreed to wait. When the items finally became available, the customer requested expedited shipping to make up for the wait. We attempted to do this for the customer, but, since we had pre-entered the shipments in our warehouse's system so that the packages could ship out as soon as possible, we couldn't change her order in time.
 
In the end, we refunded the client's credit card for her troubles, and let her keep the item as a gift from us.
 
We attempted to handle this order in the most honest, straightforward way possible under the circumstances, and to do right by this client, as we do with all our clients.
 
Please let me know if you require any additional information. I'd be happy to assist in any way I can.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved. I finally received my order, 2.5 months after order was placed & paid for. However, I do not accept the business's response as accurate. Please add my notes if business reply is posted publicly, so other potential customers can find info about Generate's less-than-straightforward business practices.Business response (in blue):
This customer was informed when placing her order that the item ordered
was going to be delayed due to quality control issues. The customer
agreed to wait. Item was clearly noted as In Stock on company's website. I was not notified while placing order on 11/**/2013, or until after my credit card had been charged, that item was on back order, & I was not given a choice of waiting or receiving an immediate refund & cancellation of order.I received this email on 11/**/2014: "Unfortunately, we are currently out of x3 watering cans. We expect new stock in 7-10 days, and your order has been placed on backorder status, to be shipped just as soon as new stock arrives."I did not agree to wait for 2.5 months, while my money was already collected from Generate, so I couldn't cancel the order & order from another retailer. I made multiple requests for accurate updates on backorder status, & each time either received no reply or was assured me that the items would be arriving within a week.Business response:
When the items finally became available, the customer
requested expedited shipping to make up for the wait. We attempted to do
this for the customer, but, since we had pre-entered the shipments in
our warehouse's system so that the packages could ship out as soon as
possible, we couldn't change her order in time.My order shipped 2 biz days after I received an email notifying me that order would be shipping that day. When it did ship, I received a FedEx tracking number, & only
discovered that the delivery would actually be made by USPS from a FedEx customer service rep.
 
Business response:
In the end, we refunded the client's credit card for her troubles, and let her keep the item as a gift from us.
We
attempted to handle this order in the most honest, straightforward way
possible under the circumstances, and to do right by this client, as we
do with all our clients.
Please let me know if you require any additional information. I'd be happy to assist in any way I can.I finally received my order via USPS snail mail on 2/**/2014, 2.5 months from when order
was placed & my credit card was charged. I did receive a refund of all charges from Generate on 2/**/2014.
I understand the business can't control production backorders from suppliers. They could improve customers' online purchasing experience by
posting correct info on their website, honestly advertising
services, & having dedicated customer service available by email
& phone.Continuing to list an item on the website as "In Stock" when there's a
known manufacturer backorder is very misleading. I pointed this out several times in emails to the company; they had ample time to direct the web developer to update the website. Advertising telephone customer service hours with a phone number
that is never answered &/or has a "number unavailable" message,
& a live chat that is never available, & an email contact form
that promises 48-hour replies (I did not receive replies to several messages), makes a business seem disreputable
& dishonest. It seems like
Generate has sacrificed real human customer service for inflexible,
cheaper automated systems.
Thank you.
Sincerely,
[redacted]

Unfortuantely, we have still not received new stock of the item the customer ordered. As per the client's request, this order has been canceled and refunded.
We apologize again for this delay.

Hello,
The contact email I have been using for Generate Design is:
[redacted]
Additional contact info as posted on their website:E-mail
...


General


[redacted]


Sales


[redacted]


Service


[redacted]


Affiliates


[redacted]


Telephone & Fax
T:


###-###-####


F:


###-###-####


Customer Service & Telephone Sales Hours
Monday to Friday, 10AM to 6PM EST
Mailing Address:
US:
[redacted]
Canada:
[redacted]
URL
[redacted]

Review: I placed an order through the company website on 9/**/2014 and was emailed a confirmation, which stated that the product should arrive within ten business days. I have yet to receive the product and have called the company several times. No one ever answers and there is always an answering machine that picks up. In addition the online chat is always offline.Desired Settlement: I would like to have my money refunded to me and the company website shut down if inactive.

Business

Response:

Unfortuantely, we have still not received new stock of the item the customer ordered. As per the client's request, this order has been canceled and refunded.

We apologize again for this delay.

Review: I have made a purchase on October [redacted] ( order #[redacted]) through this company's website and since item was listed as in stock, I opted to have a second day shipping . Ring that I bought was for my sisters birthday and I didn't mind paying extra for expedited shipping , just to make sure it would arrive on time. Two days later , there was no delivery and there was nobody answering the phone when I called phone number provided on their website . I made sure to call before 6 PM, but that didn't help. I waited for Monday to try and contact them again, still no answer . I sent them an email through their website asking for help and I got no response . I even left a message on their Facebook page, no response from there either. But I did learn that this is a common problem with this company's poor customer service. I tried calling them again and all I got was automated response to leave a message . I left a message and still no response. I tried live chat with customer service rep. called [redacted], only to state my case and again get no response. They charged my credit card for the price of the item and shipping too , but never bothered to ship anything. At this point I just want money credited back to my credit card . I have lost so much time already and got nowhere.Desired Settlement: Full refund on all charges billed on my credit card would be the one and only outcome I'm interested in.