Hake's Antiques and Collectibles

August 16, 2017To Whom. It May Concern,This letter is in response to Revdex.com Complaint ID [redacted].The customer did place an order with Hake's Americana and Collectibles on 8/3/17, and the shipping cost was $9.75 (this amount does include insurance for the item as well the cost to ship the item) for...

USPS Priority Mail. This item was shipped to the customer via USPS Priority Mail on 879, which was four business days after the order was placed.The customer contacted Hake's by email on 8/7/17 to inquire about the status of his order. I answered his email on 8/8/17 and informed him that the item would be shipped either that day 8/8, or the next day, 8/9 and that everything was fine with the order. I also let him know that we typically don't process payment for an order until we are ready to ship, and that when we did ship the item, he would get a confirmation email of the shipment which would include a tracking number,The next correspondence with the customer was on 8/11/17, in which the customer stated that he paid an “extra $9.75 for Priority shipping and since the item was not shipped out for six days, he was requesting a refund of $9.75 that he paid for “Priority” shipping. I responded to the customer on the same day explaining that he chose to have the item shipped via USPS Priority Mail and that we shipped the item to him as he requested, I then went on and explained that Priority mail is the method by which we would ship his package and does not determine the date that the package is sent. As we shipped the item using the method of shipping he chose when placing the order, a refund would not be issued. The amount of time from when the order was placed until the item was shipped was well within our stated shipping turnaround time (10 business days) which can be found on our website under our Terms and Conditions,Based on the information above, we respectfully decline the customer's request for a refund of $9.75.Should you need any additional information, please do not hesitate to contact me directlyat either ###-###-#### or [redacted]@hakes.com.Sincerely,Heather W. Operations Manager

August 22, 2017To Whom It May Concern,This letter is a follow up in response to Revdex.com Complaint ID [redacted].We have read the customers response to our detailing of the facts in the above case. We acknowledge that the customer is not happy with our response and that is unfortunate. We strive to ensure that all customers have a positive experience with Hake’s Americana, That clearly did not happen with this customer in this instance, and we are sorry about that.We maintain our position that we were responsive to the customer's questions asked via email and replied as quickly as possible and shipped the item in a timely manner. When the customer emailed regarding payment, we responded appropriately and answered his questions. The customer paid for USPS Priority Mail shipping and that is the way the item was shipped.Regretfully, our decision regarding this complaint has not changed since our initial response. We understand that this will not be the resolution the customer was seeking, but we decline the customer's request for a refund of the shipping fees.Should you need any additional information, please do nothesitate to contact me directly at either ###-###-#### or [redacted]@hakes.com.Sincerely,Heather W. Operations Manager