Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceI checked into this customer account and requestI show a credit of $was
processed on 7/28; credit # ***There may be a couple day delay for the transaction to clear the credit card due to standard processing timePlease let us know if there is anything else we can do
Initial Business Response /* (1000, 5, 2014/08/20) */
Contact Name and Title: *** Dir of CR
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceIt is always our intent to honor any order that a customer submitsOur credit
team and customer has discussed this situation and my team indicates she was satisfied with our explanationOur goal is to keep our customers information safe and avoid any opportunities for potential fraudThe customer's order has been re-entered and released
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response fails to explain why the order was cancelled without any notification - phone or emailI first had to chat with customer service at Quill about my issue then I had to approach them on phoneIt took hours of my time and couple of calls to get order sorted outWhen it was sorted out the coupon I used vanished so it took another call to get the coupon re-appliedI can appreciate any online business putting an order on hold if they suspect fraud but not without notifying customerI was not offered any explanation as to why Quill failed to notify me of order cancellation when I calledI kept on waiting for days for order to be arriveNo gesture has been made to compensate me for the time and incovenience
Final Business Response /* (4000, 9, 2014/08/25) */
The customer asked for the following Desired Resolution:
re-instate my original order and ship as quickly as possibleThis order has been shipped
provide a detailed explanation of why my order
Our rep from Credit spoke with the customer giving them the explanation on 8/and indicated the customer understood the reasons and asked what could be done to get this order releasedAt that time, we released the order
When potential fraud is suspected, Quill does not reach out to the customer does our front line associate have any view into potential credit issuesAll of those types of scenarios are transferred to Credit for resolution as that information is confidentialAgain, this process is in place to protect the customer
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: *** Dir of CR
Contact Phone:***
Contact Email: ***
Quill apologizes for the confusionAs indicated customer had been in touch with my teamAt that point, it was determined
that while it was an advertising error, Quill did add on a hutch for no charge as the description of the desk indicated it came with a hutchAll the other pieces of the collection were separate and were priced to be purchased separatelyThe bullets in the copy of the product details indicate they are sold separatelyQuill offered pricing for the balance of the collection, but the customer refusedQuill makes every attempt to feature items with accurate descriptions and pricingWe apologize this was not clear when the customer was making his purchaseIf the customer is not satisfied with the pieces he did receive, he can contact us to schedule a return
Initial Consumer Rebuttal /* (3000, 10, 2014/08/12) */
Hi,
Quill has not contacted me but they did attempt to make another purchase on my credit card without my permissionIn fact, they forced payment through causing the prepaid credit card into a negative balanceI had to inform the bank that these were fraudulent charges and my card was cancelledThey said that quill absolutely knew what they were doing by forcing this payment throughI had authorized the original charge days prior but when they didn't send me what I ordered they cancelled the chargesThey had a change of mind later and decided they were going to make a new unauthorized purchase on my card and forced the card into a negative balancePrepaid cards are not allowed to go into the negative by design
Final Business Response /* (4000, 16, 2014/08/25) */
Quill sent the hutch out for freeIn order to enter the free hutch, we have to enter the item on an order with a price and then credit the accountSince the item was added on to the customer's existing order, that is what caused the charge on the card, however, the transaction would have been credited had it passed creditThis is the only way an additional item could be entered so there is proper tracking of what the customer receivedCredit could have tried to apply the charge again which may explain the 2nd attempt.Ether way, the intent was to credit the account once the transaction was loggedThat said, the customer has received the hutch for free as an accommodation
Final Consumer Response /* (3000, 14, 2014/08/22) */
After reading the response Quill made only after downloading the doc, Quill makes an assertion that the items were sold separatelyThat is completely as shown by the screenshots we took at the time of purchaseThis is a case of complete and utter advertisement as well as two attempts now to charge my credit card without my expressed permissionThey have attempted to say that they sent the hutch out for free? They tried to charge my card for it! We received 2/items in the end for what we purchasedRather then sending the item back, we want the item we purchased and nothing less
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceUnfortunately, the check submitted for payment has been returned twice from the
bank with NSFThat said, the account is still openIf the customer or the bank would like further information, they can discuss this with our credit department: *** ***
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have already sent proof to the business that the check was honored by the bankWe have sent this three times now
Final Business Response /* (4000, 15, 2014/11/14) */
Quill apologizes for this inconvenienceThe customer was issued credit and a copy is being e-mailed to herCredit will also update the credit statusAlso, we will remove this account from future e-mails and offers per the customer's request
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email:[redacted]
Quill apologizes for this inconvenience. Quill did honor the "Best Deal" coupon offer and $100.00 credit was issued against...
this order.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but I still have not seen the credit back to my bank. I wonder what type of credit was actually issued. A voucher for future purchases is not really the same as supposed discount.
Warm regards,
[redacted]
Final Business Response /* (4000, 11, 2014/08/11) */
The customer is absolutely correct. Quill issued the credit on the Quill account to be used toward the next purchase vs. crediting the customers credit card. We will cancel the credit today and re-issue the credit back to the customers credit card. Please allow a few days for processing time as it will not be immediately viewable on the customers credit card account. Quill apologizes for the delay in processing the credit back to the customers card.
Initial Business Response /* (1000, 8, 2014/08/15) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconveniece. My team has contacted the custonmer and have placed an order for a model that was...
agreed on by the customer. It is never our intent to have the incorrect image and copy displayed on our site. We have corrected the site so this will no longer be an issue
Final Business Response /* (1000, 11, 2014/08/20) */
I show a new order for 2 lap-tops entered on August 12 (order [redacted]) that have the specifications the site indicated when the customers 1st order was originally placed. These models currently sell for $629.99 each on the site today and the customer received both for $343.98. I believe Quill has honored the customer's request.
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this chain of events. We have a "best in class" sales force and I am disappointed that this situation...
occurred. I will have the field office notified immediately and have your address added to the internal "DO NOT VISIT OR SOLICIT" list.
Initial Business Response /* (1000, 8, 2014/08/15) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. I checked with my credit department. After reviewing the account, the customer did still...
owe the $19.21 however it appears we returned the online bill payment because the account info was not provided with the payment.
I have requested the file be closed with the collection agency and any negative reporting expunged/reported as prompt pay with DNB. As well, we have removed the remainig balance of $19.21 from the account. Please let us know if there is anything other information we can provide.
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. $108.00 was placed back on Customer's [redacted] card on 10 08 2014.
Please...
review and let me know if there is any other information needed
Initial Business Response /* (1000, 11, 2014/10/20) */
There were 3 toners due to be picked up which was completed. The credits were issued against the account for the return. A new order was placed for paper. The credits for the toner will be able to be applied towards that purchase. The...
customer is aware of this process to clear the credits. Quill apologizes for this inconvenience.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this advertising issue. Quill has contacted the customer and placed an order for product the customer...
was satisfied with. One thing to note is this product may not currently be available, but as soon as we do receive stock, we will release this for the customer.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceI checked into this customer account and requestI show a credit of $was
processed on 7/28; credit # ***There may be a couple day delay for the transaction to clear the credit card due to standard processing timePlease let us know if there is anything else we can do
Initial Business Response /* (1000, 5, 2014/08/20) */
Contact Name and Title: *** Dir of CR
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceIt is always our intent to honor any order that a customer submitsOur credit
team and customer has discussed this situation and my team indicates she was satisfied with our explanationOur goal is to keep our customers information safe and avoid any opportunities for potential fraudThe customer's order has been re-entered and released
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response fails to explain why the order was cancelled without any notification - phone or emailI first had to chat with customer service at Quill about my issue then I had to approach them on phoneIt took hours of my time and couple of calls to get order sorted outWhen it was sorted out the coupon I used vanished so it took another call to get the coupon re-appliedI can appreciate any online business putting an order on hold if they suspect fraud but not without notifying customerI was not offered any explanation as to why Quill failed to notify me of order cancellation when I calledI kept on waiting for days for order to be arriveNo gesture has been made to compensate me for the time and incovenience
Final Business Response /* (4000, 9, 2014/08/25) */
The customer asked for the following Desired Resolution:
re-instate my original order and ship as quickly as possibleThis order has been shipped
provide a detailed explanation of why my order
Our rep from Credit spoke with the customer giving them the explanation on 8/and indicated the customer understood the reasons and asked what could be done to get this order releasedAt that time, we released the order
When potential fraud is suspected, Quill does not reach out to the customer does our front line associate have any view into potential credit issuesAll of those types of scenarios are transferred to Credit for resolution as that information is confidentialAgain, this process is in place to protect the customer
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: *** Dir of CR
Contact Phone:***
Contact Email: ***
Quill apologizes for the confusionAs indicated customer had been in touch with my teamAt that point, it was determined
that while it was an advertising error, Quill did add on a hutch for no charge as the description of the desk indicated it came with a hutchAll the other pieces of the collection were separate and were priced to be purchased separatelyThe bullets in the copy of the product details indicate they are sold separatelyQuill offered pricing for the balance of the collection, but the customer refusedQuill makes every attempt to feature items with accurate descriptions and pricingWe apologize this was not clear when the customer was making his purchaseIf the customer is not satisfied with the pieces he did receive, he can contact us to schedule a return
Initial Consumer Rebuttal /* (3000, 10, 2014/08/12) */
Hi,
Quill has not contacted me but they did attempt to make another purchase on my credit card without my permissionIn fact, they forced payment through causing the prepaid credit card into a negative balanceI had to inform the bank that these were fraudulent charges and my card was cancelledThey said that quill absolutely knew what they were doing by forcing this payment throughI had authorized the original charge days prior but when they didn't send me what I ordered they cancelled the chargesThey had a change of mind later and decided they were going to make a new unauthorized purchase on my card and forced the card into a negative balancePrepaid cards are not allowed to go into the negative by design
Final Business Response /* (4000, 16, 2014/08/25) */
Quill sent the hutch out for freeIn order to enter the free hutch, we have to enter the item on an order with a price and then credit the accountSince the item was added on to the customer's existing order, that is what caused the charge on the card, however, the transaction would have been credited had it passed creditThis is the only way an additional item could be entered so there is proper tracking of what the customer receivedCredit could have tried to apply the charge again which may explain the 2nd attempt.Ether way, the intent was to credit the account once the transaction was loggedThat said, the customer has received the hutch for free as an accommodation
Final Consumer Response /* (3000, 14, 2014/08/22) */
After reading the response Quill made only after downloading the doc, Quill makes an assertion that the items were sold separatelyThat is completely as shown by the screenshots we took at the time of purchaseThis is a case of complete and utter advertisement as well as two attempts now to charge my credit card without my expressed permissionThey have attempted to say that they sent the hutch out for free? They tried to charge my card for it! We received 2/items in the end for what we purchasedRather then sending the item back, we want the item we purchased and nothing less
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceUnfortunately, the check submitted for payment has been returned twice from the
bank with NSFThat said, the account is still openIf the customer or the bank would like further information, they can discuss this with our credit department: *** ***
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have already sent proof to the business that the check was honored by the bankWe have sent this three times now
Final Business Response /* (4000, 15, 2014/11/14) */
Quill apologizes for this inconvenienceThe customer was issued credit and a copy is being e-mailed to herCredit will also update the credit statusAlso, we will remove this account from future e-mails and offers per the customer's request
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email:[redacted]
Quill apologizes for this inconvenience. Quill did honor the "Best Deal" coupon offer and $100.00 credit was issued against...
this order.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but I still have not seen the credit back to my bank. I wonder what type of credit was actually issued. A voucher for future purchases is not really the same as supposed discount.
Warm regards,
[redacted]
Final Business Response /* (4000, 11, 2014/08/11) */
The customer is absolutely correct. Quill issued the credit on the Quill account to be used toward the next purchase vs. crediting the customers credit card. We will cancel the credit today and re-issue the credit back to the customers credit card. Please allow a few days for processing time as it will not be immediately viewable on the customers credit card account. Quill apologizes for the delay in processing the credit back to the customers card.
Initial Business Response /* (1000, 8, 2014/08/15) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconveniece. My team has contacted the custonmer and have placed an order for a model that was...
agreed on by the customer. It is never our intent to have the incorrect image and copy displayed on our site. We have corrected the site so this will no longer be an issue
Final Business Response /* (1000, 11, 2014/08/20) */
I show a new order for 2 lap-tops entered on August 12 (order [redacted]) that have the specifications the site indicated when the customers 1st order was originally placed. These models currently sell for $629.99 each on the site today and the customer received both for $343.98. I believe Quill has honored the customer's request.
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this chain of events. We have a "best in class" sales force and I am disappointed that this situation...
occurred. I will have the field office notified immediately and have your address added to the internal "DO NOT VISIT OR SOLICIT" list.
Initial Business Response /* (1000, 8, 2014/08/15) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. I checked with my credit department. After reviewing the account, the customer did still...
owe the $19.21 however it appears we returned the online bill payment because the account info was not provided with the payment.
I have requested the file be closed with the collection agency and any negative reporting expunged/reported as prompt pay with DNB. As well, we have removed the remainig balance of $19.21 from the account. Please let us know if there is anything other information we can provide.
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. $108.00 was placed back on Customer's [redacted] card on 10 08 2014.
Please...
review and let me know if there is any other information needed
Initial Business Response /* (1000, 11, 2014/10/20) */
There were 3 toners due to be picked up which was completed. The credits were issued against the account for the return. A new order was placed for paper. The credits for the toner will be able to be applied towards that purchase. The...
customer is aware of this process to clear the credits. Quill apologizes for this inconvenience.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this advertising issue. Quill has contacted the customer and placed an order for product the customer...
was satisfied with. One thing to note is this product may not currently be available, but as soon as we do receive stock, we will release this for the customer.