JADE International

writing in response to complaint number ***. The truth is we let this customer down by not clearly communicating with them on the status of their order. First, the customer calls were not being returned in a timely manner. Second, there were a couple of key communications that were not sent to the customer on 1/23 and 1/29 (indicated in red below) that caused additional frustration and confusion. Third, the shipping software was not being used properly and the customer received a partial shipment, but the packing slip showed all 6 of the items were shipped when only 5 were shipped. The 6 item was on back order. In addition to the communication entries below, we also communicated with the customer directly via PayPal and email on 1/28 and 2/1. The cost of the missing dart was refunded on 2/1/2019. Date Sent To Sent to Site Status Comments Customer Contact 01/08/19 08:42 PM Yes No Received Order Received.01/08/19 08:42 PM No No Received PayPal Account Status: unverified, Address Status: Confirmed PayPal shipping address matches order. PayPal Payment Type: instant, Payment Status: Completed 01/09/19 10:31 AM Yes No In Process The status of your order has changed. 01/10/19 03:45 PM No No On Order The status of your order has changed.01/23/19 04:42 PM No No Back Order The status of your order has changed.01/24/19 03:01 PM Yes No Shipped Your order is on it's way to you. See tracking information below. Shipping Service:USPS Priority Mail01/24/19 03:01 PM No No Shipped Shipping information updated by ShipStation: Shipping address matches order.01/29/19 01:26 PM No No Back Order The target darts are out of stock and need to order from the manufacturer, the buzz bomb darts had to come in on an order from Bottelsen.01/31/19 04:10 PM Yes No Back Order We apologize for the delay, we have the RVB darts on order from the UK, They will ship separately when they become available. If you do not wait We can refund you for the unavailable set. We did not want to hold your order up any longer for the unavailable darts. Thank you.01/31/19 05:58 PM Yes No Shipped We will process your refund first thing tomorrow morning when our accountant comes in. We appreciate your patience, thank you.02/01/19 10:55 AM Yes No Shipped We apologize, because of the open case, we cannot actually process a partial refund, the only options are to dispute or offer a full refund. We have submitted the tracking and an explanation of what we are trying to accomplish with Paypal, please respond by closing the case and we can process the refund. The transaction is on hold, and unable to be modified because of the case. Thank you!02/01/19 02:24 PM Yes No Shipped Your Paypal has been credited $38.00 for unavailable item. It may take 3 - 5 business days for the credit to show on your account. Thank you for your business! We pride ourselves in our customer service, but unfortunately near the end of January it was becoming obvious our customer server personnel were becoming overburdened and need help to keep up with the customer service requests. To resolve the issue, we hired an additional orders processor/customer service employee that started on 1/29. Sincerely,
***JADE International, Inc.www.JADEInternational.com