iCanvas.com

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 Sincerely, [redacted]

My name is ***, the manager for iCanvas Customer Service. *** *** placed and paid for an order for twelve (12) canvases on the iCanvas site on 7/13/16, which totaled in the amount of $729.24We received our first contact from the customer, *** *** on 7/19/In her
message, *** explained that upon reviewing the *** tracking numbers that she received, she saw that her packages were being delivered to her billing address in New Jersey as opposed to her shipping address in New York City. *** provided confirmation via her *** receipt that her shipping address was confirmed as her New York addressOur ordering system did not pull her shipping address from ***, instead it went by the information which was entered on the shopping cart during the ordering process.We replied to *** on 7/19/16, via phone and email. Over the phone, we explained the situation and told her that we would be processing a re-route of her packages through *** to the correct address in New York City as we saw that none of the packages had completed delivery at that point. At around 1:PM CST, we finalized the re-route of all twelve (12) of *** packages through *** and received confirmation from *** that the re-route was successful. At 1:PM CST, we then sent *** an email apologizing again for the situation. We also attached the confirmation receipts we received through UPS, that all *** packages were to be rerouted to the correct address in New York City at no cost to ***, to said email. We received another message from *** on the morning of 7/20/The message indicated that although a re-route to the New York City address was processed successfully as of 7/19/at around 1:PM CST, delivery of two (2) of *** packages arrived and were delivered to the incorrect New Jersey address as of 5:PM EST.We researched our records and determined that two (2) of her packages were successfully delivered to the incorrect New Jersey address, and the other ten (10) packages are still in transit, and on their way to the correct New York City address. We immediately contacted *** to explain the situation and to offer that we send replacements from our warehouse for the two (2) pieces that arrived to the New Jersey address free of charge. We also then offered *** a $USD courtesy credit for the negative experience. As of 7/21/16, *** *** accepted our offerWe then processed a refund of $USD from her order and generated a free replacement order of the two (2) pieces to *** correct address in New York. We hope this clarifies all concerns addressed in this complaintProof of what has been described above, including email conversations with *** or *** receipts/confirmations, can be provided upon request. For further questions or concerns regarding this complaint, we may be reached through the following:1-800-***-***@iCanvas.com*** ***iCanvas Customer Service Manager

Hi ***, I am sorry for any trouble! I reviewed your correspondences with our customer service team and our response indicated that your item was being held at a local *** Access Point, awaiting your pick up, as no one was available to accept delivery of the merchandise, and it is to the
carrier's discretion whether to leave the item at the shipping address, or for the security of the package, have it held at a local access point for pickup. It was not a refusal of refund or refusal to deliver your package, we instead encouraged you and provided you with all of the necessary details in order to ensure you received the item you ordered. According to the carrier's website, https://wwwapps.***.com/WebTracking/track?track=yes&trackNums=***, the item was never picked up, and is now being returned. Since we have confirmation that the item is being returned to sender, your order has been refunded $to the original form of payment. Please allow 1-business days before the funds are reflected in your account. Again, I apologize for any frustration. If you have any additional questions or concerns, please reach out to us directly at [email protected]. Regards, DebSrManageriCanvas Customer Service

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. 
Sincerely,
[redacted]