Group USA, Inc.

Our customer's issue was a series of miscommunications.  The order was placed on our site on 5/17/2014, wasnotified that the item selected was on back order, and will become availablewithin a week.  Fortunately, we have received the back ordered item earlyand went ahead to...

process and ship on 5/22/2014.  Because of the holidayweekend, the office left an hour early on Friday, May 23.  Normally, our Customer Service hours areMonday thru Friday from 9am until 6pm and did not receive the message that ourcustomer left until we returned to the office on Tuesday.  Reaching myAssistant Manager who explained that we could not cancel the item since theorder has been processed and shipped.  I reached out to our customerto further explain our policy regarding orders processed and understanding herfrustration in the timing, I will gladly refund the entire order including theshipping for her.  Thank you.

Review: I ordered a dress online on 5/17/2014 on May 20th I received a notice advising the product was back order and it will ship with a week. I called on Friday 5/23 between the hours of 5-6 pm leaving 3 messages asking to please cancel my order at the time the payment was pending on my credit card I didn't get any emails confirming been process and shipped. nobody return my called on Friday Saturday and Sunday closed and Holiday also Monday may 26th so I called again on Tuesday early morning leaving several messages. I finally got a hold of someone on Tuesday asking to please cancel my order they said they couldn't because it was process and shipped but they couldn't provide me with a tracking# they said at the end of the day they will call me with the tracking # I ask again to please cancel it I complain and ask to speak to a Manager they someone would get back to me with thin 48hours I called several times and ask for the order to be cancel but they said it couldn't at the time it was process and shipped but they didn't have a tracking # finally on Wednesday afternoon at 3:30 or so they call me with a tracking # advising my product was arriving the next day. I find it very unfair for them to have process my order since I called with enough time and no e-mail was send providing my order shipped.Desired Settlement: I would like my refund with shipping charges. I found the same dress at another department store

Business

Response:

Our customer's issue was a series of miscommunications. The order was placed on our site on 5/17/2014, wasnotified that the item selected was on back order, and will become availablewithin a week. Fortunately, we have received the back ordered item earlyand went ahead to process and ship on 5/22/2014. Because of the holidayweekend, the office left an hour early on Friday, May 23. Normally, our Customer Service hours areMonday thru Friday from 9am until 6pm and did not receive the message that ourcustomer left until we returned to the office on Tuesday. Reaching myAssistant Manager who explained that we could not cancel the item since theorder has been processed and shipped. I reached out to our customerto further explain our policy regarding orders processed and understanding herfrustration in the timing, I will gladly refund the entire order including theshipping for her. Thank you.