Independent GarageDoor Service

Complaint: [redacted] I am rejecting this response because: Not true, your employer told me when I contacted them about shipping that I was just and too bad for youYou never offered expedited shipping or anythingI could not contact you on the weekend! Stop advertising things you can not hold true and then tell your customers well that sucksYour business practices and the way you handle customers is appalling Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

Hello,Thank you for contacting Diapers.comI will be able to look into this issue of order [redacted] for youThe order in question was marked as delivered and signed for by a "Solis" on August 5th, 11:AMThis order was delivered in shipmentsThe UPS tracking numbers are [redacted] [redacted] Also the address is a freight forwarder and we have a policy on freight forward deliveries: Using a freight forwarder to ship items internationally may result in complications that are not covered by usWhen a freight forwarder is used, the following terms will apply and this is available on our website:(We will not be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to the freight forwarderThis means that we are not able to provide a replacement of, or refund for, any goods delivered to a freight forwarderYou should instruct freight forwarders to refuse goods that arrive damaged, and goods lost after being received by the freight forwarder will be your responsibility.You (or the freight forwarder if you so designate) become the exporter of the goods and are solely responsible for compliance with all export and import regulations, including all U.Sexport regulations and the import regulations of the destination countryWe must not be listed on any export or import documentation (e.g., import or export declarations, invoices, packing lists, etc.).Products not offered through our international shipping program and exported by you through a freight forwarder may not be returnedPlease see our International Returns sectionIn addition, you become the exporter and importer of record of the shipment; title and risk of loss transfer to us upon receipt of the goods at our fulfillment center.)The customer has called several many about this incident and never has mentioned a dead animal or droppings in the package.In light of this investigation, no refund is to be givenSincerely,***Diapers.comCustomer Care

Hi [redacted] I'm sorry the [redacted] pasta sauce is more expensive than you had expectedWe do our best to try to have competitive prices, but it is true that sometimes we won't have the cheapest prices around.In this particular situation, I do see that the price of this sauce has gone up over timeIn addition, and item like this is often going to be more expensive online than at the storeThis is because a brick and mortar store will take a financial loss on certain items, in order to attract you to the store and then make their money on different itemsDue to the nature of online shopping, we're not able to follow that same business planLooking at other online retailers, I do see that some sites have this product for less than we do, but many of those sites will then charge a shipping fee, negating that price differenceOn [redacted] , two of the other sellers have this listed for less than us, but one has a shipping fee of $and the other $5.49, making the actual cost of the item roughly the same as us (one actually being slightly less and the other slightly more)[redacted] we're going to refund you for the pasta sauceThe refund of $will be back on your original method of payment within to business daysThere's no need to return the jars, but please keep in mind going forward that while we try to have a competitive price, we can't guarantee that our prices are the cheapestOften, you will find that certain items are cheaper at a physical store, and this is just due to the different natures of the businessesA brick-and-mortar store can afford to take a loss on an item in a way that online retailers can't, and while at first glance our sauce is more expensive than other online retailers, once shipping is factored in that isn't the case.I'm sorry this sauce was more expensive than you were expecting, [redacted] If you have any questions, you know where here 24/at [redacted] and [redacted] Thank you,BrytonCustomer CareSoap.com

Good Afternoon,Thank you for contacting [redacted] We are so sorry that your order [redacted] , and your [redacted] account wasdeactivated.I will be able to look further into this for youUponreview of this order I can see why the order and account was cancelled.Due to security reasons with the payment method, we didcancel the order and the accountFor protection ofthe customer, we cannot provide any further more details via email and ifyou would like to have further informationas to the specifics, please contact us @ ###-###-#### and ask to speak withour Tactical Operations Team.If you have any other questions, don't hesitate to reach usat [redacted] or ###-###-####We are available hours a day, 7days a week.Sincerely,***Customer Care [redacted] ***

Good Afternoon,I spoke with our tactical support team and he sent me a copy of an email from us to you on 06/This explains it in depth:DearDiapers.com Customer, Please take the time to read this message - it contains important informationabout your Diapers.com accountAfter careful review of your account, we believe it may have been accessed by athird-partyIt seems that someone obtained your personal account and/orfinancial information elsewhere, and used it on Diapers.com to access youraccountPlease note that an unauthorized order was placedHowever, we wereable to cancel the order before any charges were made on your credit cardWe have taken immediate steps to secure your accountWe’ve inactivated youraccount to prevent further access by the unauthorized third-partyIt is important to know that Diapers.com accounts can only be accessed by thosewho know personal, specific information about you and your account, includingyour email address and Diapers.com passwordAs mentioned above, it appearssomeone obtained this personal account information elsewhere and used it onDiapers.com to access your accountWhile it is not clear how this happened in your case, we do know that personalaccount information is often obtained by scam artists who send unsolicitedemail to unsuspecting users asking them to "update" their accountinformationThe email usually contains a link to a website that is controlledby the thief asking the user to submit personal information including emailaddress, password, credit card number, and other relevant informationOnce theinformation is obtained, the scam artist can then gain access to numerousonline accounts since many internet users frequently use the same user name,email address, password, and financial information at multiple web sitesPlease know that Diapers.com employees will *never [redacted] ask for your password,credit card number, date of birth or Social Security Number via emailAlthough it appears someone did access your Diapers.com account, they would nothave been able to view your full credit card numbers as they are neverdisplayed on our siteHowever, it is possible your credit card numbers mayhave been compromised at the time your other personal information was obtained.Therefore, we suggest you carefully review recent credit card statements tocheck for any unusual activity or unauthorized chargesIn the future, you can protect your Diapers.com password and account byfollowing some of these safety tips: --------------------------------------------------------------------------------...⇄ a good password: Use at least characters and a combination ofletters and numbersDo not use single dictionary words, your name or otherpersonal info that can be easily obtained, or a password that contains part ofyour email addressPassword protection: Avoid using the same password at multiple sites or foryour email accountDo not share your password with othersAccount protection: Be cautious of unsolicited emails that appear to comefrom reputable online shops or services that ask you to submit personalinformation such as your credit card number, email address, and passwordOftenthese emails will look as though they come from the company you're familiarwith, and the email will ask you to click on a link and "sign in".You should never provide this kind of personal information in an unsolicitedemailPlease do not hesitate to contact our Customer Care team by phone (toll-free)at [redacted] if you have any questionsWe are here to help 24/Sincerely, Diapers.com, a Familyhood site Thank You, [redacted] Supervisor, Tactical Operations and Support

I'm sorry that you did not receive your refundI do see that the $refund was put through on our end on 1/Someone should have called you, and they said the left a voice mail explaining the refund, so we apologize if that was not receivedThis refund should post within to business days back on the original method of payment, so you may be seeing it post very soon or already by nowAgain, our apologies for the delay in receiving your refundThe refund has been processed and should have posted already or be posting shortlyIf you have any comments or concerns, please know we're here 24/7.Thank youCustomer CareDiapers.com

Dear ***I'm so sorry that this description of this crib was incorrectWe never want to inconvenience our customers, and I'm so sorry that we have put you through this trouble, especially considering you're pregnant.On our website, we do call out that the conversion kit is not included, however,
when we listed this on *** the default description mentions that a conversion kit is includedAll sellers of this product get lumped together under that default description *** has for itUnfortunately, because of the way *** is set up, we're attached to that descriptionWe're working to get that fixed, and I'm sorry that we've let you downUnfortunately, just because of how our system is set up, there is no way that we can send the conversion kit.I did a quick search on ***, and the conversion kit can be purchasedI know it's an inconvenience, and I'm sorry you have to do this, but if you wish you can purchase the kit separately*** has the kit listed at $50.99, so I'm having you refunded $to cover that, *** This will be back on your original method of payment within to business daysI'm so sorry that we can't send you the conversion kit, *** We're working to either get the description *** has for this item updated, or get removed from that default listing, but in the meantime I hope that this refund to cover the purchase of the conversion kit helpsIf you have any other questions, please don't hesitate to reach out to usWe're here hours a day and days a week at *** and ***
Thank you,BrytonCustomer CareDiapers.com

Dear ***, I am so sorry that you had a bad experience with the mode of payment used for the order ***Unfortunately once an order is shipped we are unable to change the method of paymentThis is a limitation to our credit card processing systemWith that being said, I know this wasn’t
the experience you expected from us and I apologize for the inconvenience We very much value you as a customer and I want to extend a $credit on your Diapers.com accountThis credit is good for days and applies to your future order automatically with no need for any codes. Again ***, I am sorry payment issue and I hope you find the credit useful If you have any other questions, don't hesitate to reach us at *** or ***We are available hours a day, days a weekSincerely, ***Customer Care Diapers.com, A Familyhood Site

This customer is upset about not getting to day shippingTheir shipping was free, but it wasn't as fast as they had expected.However, they were told before they placed this order that we wouldn't be able to get these items to them within to daysThere are times when we can't get items to a
customer within to days, either based on their address or where the item is coming fromThis is always displayed on their delivery estimate when they are going through the checkout processThe date we gave the customer was the 27th and the 28th, which is indeed when the items arrivedSo the messaging on site before they made their purchase reflected the accurate datesThen their confirmation email after purchase reflected the same accurate datesThen the email sent to them containing their tracking information reflected the same accurate datesThe packages were not late, they in fact arrived on the dates which we told them before they placed their orderUnfortunately, the customer didn't reach out to us until it was too late for them to get anything else for their needsThey placed their order and got their confirmation email on the 23rd, a SaturdayThey received tracking information on the 24th and 25th, both emails again reflecting the delivery dates we originally gave herThen she contacted on the 26th when it was too late to expedite the packagesThe packages ended up arriving as expected on the 27th and 28th

Hi, This order *** was cancelled on December due to the Recaro Performance Denali Stroller in Onyx being out of stockThe authorization of $was reversed on the same day to their *** payment methodWe emailed the customer on Decemberletting them know of
thisThis item is still out of stock. Please feel free to contact us should you have any questions, comments, or suggestions regarding our serviceWe're open hours a day, days a week. Sincerely, ***Customer Care Team

Complaint: [redacted]
I am rejecting this response because: Not true, your employer told me when I contacted them about shipping that I was just and too bad for you. You never offered expedited shipping or anything. I could not contact you on the weekend! Stop advertising things you can not hold true and then tell your customers well that sucks. Your business practices and the way you handle customers is appalling. 
Regards,
[redacted]

I'm sorry that you did not receive your refund. I do see that the $500.00 refund was put through on our end on 1/30. Someone should have called you, and they said the left a voice mail explaining the refund, so we apologize if that was not received. This refund should post within 3 to 5 business...

days back on the original method of payment, so you may be seeing it post very soon or already by now. Again, our apologies for the delay in receiving your refund. The refund has been processed and should have posted already or be posting shortly. If you have any comments or concerns, please know we're here 24/7.Thank youCustomer CareDiapers.com

Hello,Thank you for contacting Diapers.com. I will be able to look into this issue of order [redacted] for you. The order in question was marked as delivered and signed for by a "Solis" on August 5th, 11:50 AM. This order was delivered in 2 shipments. The UPS tracking numbers are [redacted]...

[redacted]. Also the address is a freight forwarder and we have a  policy on freight forward deliveries: Using a freight forwarder to ship items internationally may result in complications that are not covered by us. When a freight forwarder is used, the following terms will apply and this is available on our website:(We will not be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to the freight forwarder. This means that we are not able to provide a replacement of, or refund for, any goods delivered to a freight forwarder. You should instruct freight forwarders to refuse goods that arrive damaged, and goods lost after being received by the freight forwarder will be your responsibility.You (or the freight forwarder if you so designate) become the exporter of the goods and are solely responsible for compliance with all export and import regulations, including all U.S. export regulations and the import regulations of the destination country. We must not be listed on any export or import documentation (e.g., import or export declarations, invoices, packing lists, etc.).Products not offered through our international shipping program and exported by you through a freight forwarder may not be returned. Please see our International Returns section. In addition, you become the exporter and importer of record of the shipment; title and risk of loss transfer to us upon receipt of the goods at our fulfillment center.)The customer has called several many about this incident and never has mentioned a dead animal or droppings in the package.In light of this investigation, no refund is to be given. Sincerely,[redacted]Diapers.comCustomer Care

Hello [redacted]I'm sorry that you won't be able to use this gift card on our site. We understand that this is a terrible customer experience, and we're sorry for any inconvenience this may have caused. Unfortunately, we could only address the purchaser of the gift card, not the recipient. For...

various reasons, the contact information of the recipient is not put into our email lists and data, and we were only able to contact those with accounts on our site concerning the site closure.We do apologize that you will not be able to use the gift card on our site, [redacted]. The original purchaser is going to be receiving information concerning their credit, and we're sorry that we weren't able to contact you and address this with you. As our site and company ceases to operate, we have worked to make sure that unused gift cards and credits go back to the owner. Unfortunately, if a gift card was not used on our site, we were only able to return that credit to the purchaser. We apologize for any inconvenience this may have caused.Sincerely,Diapers.com Customer Care

Good Afternoon,I spoke with our tactical support team and he sent me a copy of an email from us to you on 06/18. This explains it in depth:DearDiapers.com Customer, Please take the time to read this message - it contains important informationabout your Diapers.com account. After careful review of...

your account, we believe it may have been accessed by athird-party. It seems that someone obtained your personal account and/orfinancial information elsewhere, and used it on Diapers.com to access youraccount. Please note that an unauthorized order was placed. However, we wereable to cancel the order before any charges were made on your credit card. We have taken immediate steps to secure your account. We’ve inactivated youraccount to prevent further access by the unauthorized third-party. It is important to know that Diapers.com accounts can only be accessed by thosewho know personal, specific information about you and your account, includingyour email address and Diapers.com password. As mentioned above, it appearssomeone obtained this personal account information elsewhere and used it onDiapers.com to access your account. While it is not clear how this happened in your case, we do know that personalaccount information is often obtained by scam artists who send unsolicitedemail to unsuspecting users asking them to "update" their accountinformation. The email usually contains a link to a website that is controlledby the thief asking the user to submit personal information including emailaddress, password, credit card number, and other relevant information. Once theinformation is obtained, the scam artist can then gain access to numerousonline accounts since many internet users frequently use the same user name,email address, password, and financial information at multiple web sites. Please know that Diapers.com employees will *never* ask for your password,credit card number, date of birth or Social Security Number via email. Although it appears someone did access your Diapers.com account, they would nothave been able to view your full credit card numbers as they are neverdisplayed on our site. However, it is possible your credit card numbers mayhave been compromised at the time your other personal information was obtained.Therefore, we suggest you carefully review recent credit card statements tocheck for any unusual activity or unauthorized charges. In the future, you can protect your Diapers.com password and account byfollowing some of these safety tips: --------------------------------------------------------------------------------...⇄ Choose a good password: Use at least 8 characters and a combination ofletters and numbers. Do not use single dictionary words, your name or otherpersonal info that can be easily obtained, or a password that contains part ofyour email address. 2. Password protection: Avoid using the same password at multiple sites or foryour email account. Do not share your password with others. 3. Account protection: Be cautious of unsolicited emails that appear to comefrom reputable online shops or services that ask you to submit personalinformation such as your credit card number, email address, and password. Oftenthese emails will look as though they come from the company you're familiarwith, and the email will ask you to click on a link and "sign in".You should never provide this kind of personal information in an unsolicitedemail. Please do not hesitate to contact our Customer Care team by phone (toll-free)at [redacted]if you have any questions. We are here to help 24/7. Sincerely, Diapers.com, a Familyhood site Thank You,[redacted]Supervisor, Tactical Operations and Support

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Good Afternoon,Thank you for contacting [redacted] We are so sorry that your order [redacted], and your [redacted] account wasdeactivated.I will be able to look further into this for you. Uponreview of this order I can see why the order and account was cancelled.Due to security reasons with the...

payment method, we didcancel the order and the account. For protection ofthe customer, we cannot provide any further more details via email and ifyou would like to have further informationas to the specifics, please contact us @ ###-###-#### and ask to speak withour Tactical Operations Team.If you have any other questions, don't hesitate to reach usat [redacted]or ###-###-####. We are available 24 hours a day, 7days a week.Sincerely,[redacted]Customer Care[redacted]

Hi [redacted]I'm sorry the [redacted] pasta sauce is more expensive than you had expected. We do our best to try to have competitive prices, but it is true that sometimes we won't have the cheapest prices around.In this particular situation, I do see that the price of this sauce has gone up over time. In...

addition, and item like this is often going to be more expensive online than at the store. This is because a brick and mortar store will take a financial loss on certain items, in order to attract you to the store and then make their money on different items. Due to the nature of online shopping, we're not able to follow that same business plan. Looking at other online retailers, I do see that some sites have this product for less than we do, but many of those sites will then charge a shipping fee, negating that price difference. On [redacted], two of the other sellers have this listed for less than us, but one has a shipping fee of $5.21 and the other $5.49, making the actual cost of the item roughly the same as us (one actually being slightly less and the other slightly more).[redacted] we're going to refund you for the pasta sauce. The refund of $18.70 will be back on your original method of payment within 3 to 5 business days. There's no need to return the jars, but please keep in mind going forward that while we try to have a competitive price, we can't guarantee that our prices are the cheapest. Often, you will find that certain items are cheaper at a physical store, and this is just due to the different natures of the businesses. A brick-and-mortar store can afford to take a loss on an item in a way that online retailers can't, and while at first glance our sauce is more expensive than other online retailers, once shipping is factored in that isn't the case.I'm sorry this sauce was more expensive than you were expecting, [redacted] If you have any questions, you know where here 24/7 at [redacted] and [redacted]Thank you,BrytonCustomer CareSoap.com