Glennys

Review: I ordered a case of a Glenny's product in Oct. 2103. In Nov. I received a second shipment, same as the first, and my credit card was charged. When the Nov. shipment came, I realized I must have signed up for automatic delivery. I went to the website to cancel it, but the system did not recognize my e-mail address. I suspected I had checked out as a guest. I called the company's 888 number and left a message with the order numbers and explained that I had received the second shipment and couldn't get into the website to cancel future orders. I asked for a return call. After about a week without a response, I called back. Again, no response. A few days later, I used the e-mail interface on the website to ask for a response. I did not receive a response to that or a second e-mail. Upon returning home from travel on the evening of Jan. *, I saw another case had been delivered. I checked my credit card account and saw the new charge. On Thursday morning, I called Glenny's. Once again, I was diverted to voicemail. Frustrated, I left an angry, pointed message asking someone contact me ASAP. Shortly after, however, I called my credit card company to ask how to dispute the charge. The card rep searched for an alternate phone number. After a few tries, the rep got an actual person on the line and conferenced me in. [redacted] (of Glenny's) said she had not received my phone or e-mail messages and that she handled all customer service complaints promptly. After a brief discussion (with the credit card rep still on the line), [redacted] said she would arrange for a UPS pick-up on Friday and that I'd receive an e-mail from UPS giving me a time. She said we would be refunded when Glenny's received the box and assured me that the auto shipping would be cancelled. It is Saturday. We have still received no e-mail from UPS or any communication from Glenny's. I called Glenny's this morning and was, of course, sent to voice mail. With this history, I am not confident that I will receive any response.Desired Settlement: Prompt and free shipping to return the box using a service that allows me to track and confirm delivery and a prompt refund for the December charge of $32.29 to my credit card once Glenny's receives the shipment.

Business

Response:

This case has since been resolved. I spoke with the customer when she and her credit card company called me. Before that time, I did not receive any e-mails from the customer. I did however receive 1 voicemail from her which was left in the morning on the day that I spoke with her and her credit card company. Since I had spoken with her before I received the voicemail, I disregarded the message. I did schedule UPS to pick up the shipment which on the first attempt which was before this claim was filed, the customer must have not been home or the package was not available to be picked up. The customer did call me and leave a voicemail on that Friday but, because of weather conditions Glenny's was closed. UPS then made a second attempt on the following Monday and the pick-up was successful. Once the package was delivered to Glenny's I credited the customer credit card for the full amount of the order. This should have taken 3-5 business days for the customer to see which I explained to the customer when I called her back answering her voicemail she had left. Her recurring shipment has since been cancelled and she will not receive any future shipments from Glenny's unless she manually orders online. I also advised the customer to make an account when checking out to view and manage orders since when checking out as a guest this option is not available and there would be no account information saved for her.

Consumer

Response:

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. I spoke with the vendor and eel the issue has been resolved.

Sincerely,