Imperial Textile

We want to thank you for allowing us the opportunity to explain the situation from our perspective on this complaintHere at Imperial Textile, we truly value our relationships with our Customers, and pride ourselves on Top Notch Customer ServiceWe will do everything in our power within reason to resolve issues that may arise We process over 40,transactions/sales per year; here is our response to our customer's complaint:Abbreviations are made in the following response to the aforementioned claim: [redacted] is complainant, and will be referred to as "Customer", or "her"/"she" in appropriate context [redacted] will be referred to as "TBL" [redacted] Customer Service Agent will be referred to as "CSR""We" or "Our" is meant to imply Tablelinensforless.com as a whole, a division of Imperial Textile01/10/Customer placed an order online with Tablelinensforless.com, the chosen shipping method by Customer was " [redacted] SmartPost" Our shipping methods exclusively state: [redacted] " [redacted] SmartPost: [redacted] picks up and delivers your packages to a regionalpost office for final delivery by a postal carrier."01/10/We shipped the package of Cobalt Simply Polyester napkins to address: [redacted] ***via customers chosen shipping method " [redacted] SmartPost"We did not alter the shipping address, or shipping method as this is what was chosen directly online by the customer This flows through directly to our shipping software, so there is no opportunity for our error (transposing a number, for instance).Tracking number: [redacted] 01/26/United States Postal Service put an alert on the tracking system, stating "Return to Sender Processed"01/26/Customer called TBL to inquire about her package being returned to sender Our CSR asked the customer if USPS normally delivers to her address Customer stated she did not know, but has gotten packages from UPS & *** Our CSR stated they would call USPS to inquire about what happened with the package.01/31/Our CSR spoke with Melodie at USPS phone number [redacted] Melodie stated that the development that the Customer lives in does not have outside mail receptacles USPS by law is not able to deliver mail to a residence that does not have an outside mail receptacle [redacted] also stated that UPS & [redacted] can deliver because they are not bound by Homeland Security to leave packages in secure receptacles.01/31/Our CSR called the Customer on a recorded line, and asked if the Customer had outside mail receptacles The Customer stated she is not sure, and that the USPS worker should have come past the gate to the community to look We advised the Customer that we are not liable for USPS not being able to deliver the package, as we shipped via her chosen shipping method which states on our website that the package is delivered by the local USPS.We explained to the Customer that once we received the package back, we can issue a refund, however we do not refund the cost of shipping, and there is a fee assessed to us by USPS for a return to sender package The Customer was upset, and advised that we should not push back on this, and refund her the cost of the package We again explained that the Customer placed the order online, chose the SmartPost shipping option, and that we are not at fault that she is not able to receive USPS mail at the address she provided.Customer then Hung Up on our CSR.Proposed Resolution: The Subtotal of the napkins were: $32.04The charge to ship the napkins to the Customer, that TBL was charged is $10.59.The USPS charged TBL $6-$to return the package (We will not know the exact amount until the package is returned.)TBL is willing to:Refund the Customer $32.04, as the $has already been charged by the shipping company to initially deliver the package, therefore we are unable to refund that portion to the customer, as we are not liable for undeliverable addresses We will then waive the fee we are charged for the package being mailed back to us due So the Customer will receive a refund in the amount of $(total amount of the product they purchased in this package).This will result in a net loss of several dollars (not including the time spent on this, of course), as we are not proposing to deduct the return package fees the USPS will collect when they bring back the package to us We feel this is more than fair, as the customer should have known what types of delivery options they have where they liveCustomer wants us to pay the return fees, then reship the package another method at no additional cost to them This solution will cost us, in total, more than the value of the napkins in the package, and we feel this is unreasonable, especially because we did nothing to create this situation The customer should take responsibility for their error

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. 
Regards,
[redacted]

We want to thank you for allowing us the opportunity to explain the situation from our perspective on this complaint. Here at Imperial Textile, we truly value our relationships with our Customers, and pride ourselves on Top Notch Customer Service. We will do everything in our power within reason to...

resolve issues that may arise.  We process over 40,000 transactions/sales per year; here is our response to our customer's complaint:Abbreviations are made in the following response to the aforementioned claim:[redacted] is complainant, and will be referred to as "Customer", or "her"/"she" in appropriate context[redacted] will be referred to as "TBL"[redacted] Customer Service Agent will be referred to as "CSR""We" or "Our" is meant to imply Tablelinensforless.com as a whole, a division of Imperial Textile01/10/2018 Customer placed an order online with Tablelinensforless.com, the chosen shipping method by Customer was "[redacted] SmartPost".  Our shipping methods exclusively state:[redacted] SmartPost:[redacted] picks up and delivers your packages to a regionalpost office for final delivery by a postal carrier."01/10/2018 We shipped the package of 36 Cobalt Simply Polyester napkins to address:[redacted]
[redacted]via customers chosen shipping method "[redacted] SmartPost"We did not alter the shipping address, or shipping method as this is what was chosen directly online by the customer.  This flows through directly to our shipping software, so there is no opportunity for our error (transposing a number, for instance).Tracking number: [redacted]01/26/2018 United States Postal Service put an alert on the tracking system, stating "Return to Sender Processed"01/26/2018 Customer called TBL to inquire about her package being returned to sender.  Our CSR asked the customer if USPS normally delivers to her address.  Customer stated she did not know, but has gotten packages from UPS & [redacted].  Our CSR stated they would call USPS to inquire about what happened with the package.01/31/2018 Our CSR spoke with Melodie at USPS phone number [redacted].  Melodie stated that the development that the Customer lives in does not have outside mail receptacles.  USPS by law is not able to deliver mail to a residence that does not have an outside mail receptacle.  [redacted] also stated that UPS & [redacted] can deliver because they are not bound by Homeland Security to leave packages in secure receptacles.01/31/2018 Our CSR called the Customer on a recorded line, and asked if the Customer had outside mail receptacles.  The Customer stated she is not sure, and that the USPS worker should have come past the gate to the community to look.  We advised the Customer that we are not liable for USPS not being able to deliver the package, as we shipped via her chosen shipping method which states on our website that the package is delivered by the local USPS.We explained to the Customer that once we received the package back, we can issue a refund, however we do not refund the cost of shipping, and there is a fee assessed to us by USPS for a return to sender package.  The Customer was upset, and advised that we should not push back on this, and refund her the cost of the package.  We again explained that the Customer placed the order online, chose the SmartPost shipping option, and that we are not at fault that she is not able to receive USPS mail at the address she provided.Customer then Hung Up on our CSR.Proposed Resolution: The Subtotal of the napkins were: $32.04The charge to ship the napkins to the Customer, that TBL was charged is $10.59.The USPS charged TBL $6-$10 to return the package.  (We will not know the exact amount until the package is returned.)TBL is willing to:Refund the Customer $32.04, as the $10.59 has already been charged by the shipping company to initially deliver the package, therefore we are unable to refund that portion to the customer, as we are not liable for undeliverable addresses.  We will then waive the fee we are charged for the package being mailed back to us due.  So the Customer will receive a refund in the amount of $32.04 (total amount of the product they purchased in this package).This will result in a net loss of several dollars (not including the time spent on this, of course), as we are not proposing to deduct the return package fees the USPS will collect when they bring back the package to us.  We feel this is more than fair, as the customer should have known what types of delivery options they have where they live. Customer wants us to pay the return fees, then reship the package another method at no additional cost to them.  This solution will cost us, in total, more than the value of the napkins in the package, and we feel this is unreasonable, especially because we did nothing to create this situation.  The customer should take responsibility for their error.