Jd Engraving & Awards Inc

August 25, 2016TO: Revdex.comRE: Complaint Resolution ResponsePreamble:As the owner of JD Engraving & Awards, I was unable to speak directly to Customer * when we received the original call and the employee that did has just returned from vacation and has done her best to recollect
the conversation to ensure we correctly report the following details to the best of our ability.Our Explanation of Events:On August 10, 2016, at approximately 10:am, Customer * called in to our store and inquired about the cost of t-shirtsWhen asked what she was looking to purchase, she told us that she wanted a black & white logo on a 'colored' shirtShe was quoted a price on the phoneShe then called back a few minutes later and told us that she was on our web site and had uploaded artwork and was getting ready to purchase t-shirts online, but questioned the price since it was less than what she was quoted originallyShe wanted to make sure she wasn't going to be charged anything additional after she checked outShe was first questioned if she was actually on jdengraving.com as we were not aware we had online ordering for screen printed t-shirtsShe proceeded to inform us that she was in fact on jdengraving.com and 'she most certainly could' make the purchase onlineShe then asked why the price she was seeing online was not what she was quoted earlierIt was explained to her that the price she was seeing did NOT cover the cost of our labor and decoration (screen printing) - just blank productWe did discount the price from our retail price list as a show of good faithShe gave the impression that she understood and agreed to be called back after we had a chance to look into the situation regarding the web site At this point, we were not aware of any pending deadlines.At 2:pm on August 11, 2016, Customer * decided to complete her transaction without hearing back from usI was out of the office and unable to resolve the situation sooner. I am including the email history of the dialogue between Customer * and myself that occurred after I returned to the office and saw the completed purchase.I think it explains the situation best and is less harsh than what is being portrayedI reiterated to her that we quoted a price to her over the phone and had explained that the pricing she was seeing was incorrectAfter trying to rectify the situation with the customer, she asked for a refund which we promptly providedWe in no way deliberately tried to deceive or switch tactics in order to garner additional funds from the customerWe also do not believe that the customer truly wishes for us to still provide her with her original order as she sought services elsewhere.To address the web site pricing situation, the apparel vendor we use, as a service to its clients, has a web site that we can private label and display pricing on blank goodsWe have been using this web site for the past years and we were not aware that by us turning on the pricing module, it also turned on the feature to allow customers to 'add decorated items to cart'We had been working with the pricing matrix to establish online ordering but did not realize it was in fact activeUpon this discovery, the feature was disabled and remains disabled until we can properly fix the situation.It was brought to our attention that Customer * has posted a self-described 'rant' on Facebook (also attached) only describing a portion of the story and her rant has been read and angrily commented on by many people which I believe provides a representation of our companyWe are truly distraught over this situationFor over years we have been a stabusiness in the community and have worked very hard to earn our reputation and give freely and often to many charitiesI personally participate in the local Walk to End Alzheimer's so I also do not appreciate the fact that she has used her fundraising event to make us look like someone trying to take advantage of herWe tried to be as upfront and as clear as possible by explaining the situation from the beginning and even though she was verbally told the price was incorrect, she proceeded anyway.We were relieved to hear that the Revdex.com believes in the "two sides to every story" philosophy We understand that there will still be those that will feel unfavorably against us but at least we had our chance to voice our side.Kind Regards,Jennifer F*, OwnerJD Engraving & Awards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I appreciate you taking the time to review my complaint and investigate the situation further I still maintain my position that the online "pricing" was advertising and that their lack of knowledge to the website issue was "convenient' on their part I did wait for a response which they were in no hurry to get back to me on The part of the email she forgot to attach is the part where she mentioned that she would've agreed with me and honored my order placed online had I not called in I have copied and pasted this response from her below I do not wish to press this matter any further (as the fundraiser is tomorrow and I still do not have any shirts), but hopefully they will watch how they respond to customers and give better service in the future so this conflict does not happen again ***, The refund has been processed. Again, I apologize for the confusion. Had we not discussed the issue with you on the phone, we most certainly would have agreed with you. Thank you, Jennifer F*
Regards,
*** ***

August 25, 2016TO: Revdex.comRE: Complaint Resolution ResponsePreamble:As the owner of JD Engraving & Awards, I was unable to speak directly to Customer * when we received the original call and the employee that did has just returned from vacation and has...

done her best to recollect the conversation to ensure we correctly report the following details to the best of our ability.Our Explanation of Events:On August 10, 2016, at approximately 10:15 am, Customer * called in to our store and inquired about the cost of t-shirts. When asked what she was looking to purchase, she told us that she wanted a black & white logo on a 'colored' shirt. She was quoted a price on the phone. She then called back a few minutes later and told us that she was on our web site and had uploaded artwork and was getting ready to purchase t-shirts online, but questioned the price since it was less than what she was quoted originally. She wanted to make sure she wasn't going to be charged anything additional after she checked out. She was first questioned if she was actually on jdengraving.com as we were not aware we had online ordering for screen printed t-shirts. She proceeded to inform us that she was in fact on jdengraving.com and 'she most certainly could' make the purchase online. She then asked why the price she was seeing online was not what she was quoted earlier. It was explained to her that the price she was seeing did NOT cover the cost of our labor and decoration (screen printing) - just blank product. We did discount the price from our retail price list as a show of good faith. She gave the impression that she understood and agreed to be called back after we had a chance to look into the situation regarding the web site.  At this point, we were not aware of any pending deadlines.At 2:12 pm on August 11, 2016, Customer * decided to complete her transaction without hearing back from us. I was out of the office and unable to resolve the situation sooner. I am including the email history of the dialogue between Customer * and myself that occurred after I returned to the office and saw the completed purchase.
I think it explains the situation best and is less harsh than what is being portrayed. I reiterated to her that we quoted a price to her over the phone and had explained that the pricing she was seeing was incorrect. After trying to rectify the situation with the customer, she asked for a refund which we promptly provided. We in no way deliberately tried to deceive or switch tactics in order to garner additional funds from the customer. We also do not believe that the customer truly wishes for us to still provide her with her original order as she sought services elsewhere.To address the web site pricing situation, the apparel vendor we use, as a service to its clients, has a web site that we can private label and display pricing on blank goods. We have been using this web site for the past 2 years and we were not aware that by us turning on the pricing module, it also turned on the feature to allow customers to 'add decorated items to cart'. We had been working with the pricing matrix to establish online ordering but did not realize it was in fact active. Upon this discovery, the feature was disabled and remains disabled until we can properly fix the situation.It was brought to our attention that Customer * has posted a self-described 'rant' on Facebook (also attached) only describing a portion of the story and her rant has been read and angrily commented on by many people which I believe provides a false representation of our company. We are truly distraught over this situation. For over 14 years we have been a stand-up business in the community and have worked very hard to earn our reputation and give freely and often to many charities. I personally participate in the local Walk to End Alzheimer's so I also do not appreciate the fact that she has used her fundraising event to make us look like someone trying to take advantage of her. We tried to be as upfront and as clear as possible by explaining the situation from the beginning and even though she was verbally told the price was incorrect, she proceeded anyway.We were relieved to hear that the Revdex.com believes in the "two sides to every story" philosophy.  We understand that there will still be those that will feel unfavorably against us but at least we had our chance to voice our side.Kind Regards,
Jennifer F[redacted], Owner
JD Engraving & Awards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate you taking the time to review my complaint and investigate the situation further.  I still maintain my position that the online "pricing" was false advertising and that their lack of knowledge to the website issue was "convenient' on their part.  I did wait for a response which they were in no hurry to get back to me on.  The part of the email she forgot to attach is the part where she mentioned that she would've agreed with me and honored my order placed online had I not called in.  I have copied and pasted this response from her below.  I do not wish to press this matter any further (as the fundraiser is tomorrow and I still do not have any shirts), but hopefully they will watch how they respond to customers and give better service in the future so this conflict does not happen again.  
 
[redacted],
 
The refund has been processed.  Again, I apologize for the confusion.  Had we not discussed the issue with you on the phone, we most certainly would have agreed with you.
 
 
Thank you,
 
Jennifer F[redacted]
Regards,
[redacted]

Review: JD Engraving's website advertised I could order my shirts online. So I went online, found shirts for $2.98 a shirt, included screen printing of my logo, so I placed my order, paid my bill and received an email stating the pricing online was incorrect & it was going to be an additional $3.95 a shirt. Which was over double the original price. I stated they should honor their original pricing as that's what it said on their website, which let me complete my order. They refused. I told them to cancel my order and refund my credit card as I ordered the shirts because of the price, they are for a fundraiser and I wasn't looking to spend an arm & a leg for them.Desired Settlement: I would like them to honor the original online pricing and complete the shirts correclty by the deadline 8/24/16.

Business

Response:

August 25, 2016TO: Revdex.comRE: Complaint Resolution ResponsePreamble:As the owner of JD Engraving & Awards, I was unable to speak directly to Customer * when we received the original call and the employee that did has just returned from vacation and has done her best to recollect the conversation to ensure we correctly report the following details to the best of our ability.Our Explanation of Events:On August 10, 2016, at approximately 10:15 am, Customer * called in to our store and inquired about the cost of t-shirts. When asked what she was looking to purchase, she told us that she wanted a black & white logo on a 'colored' shirt. She was quoted a price on the phone. She then called back a few minutes later and told us that she was on our web site and had uploaded artwork and was getting ready to purchase t-shirts online, but questioned the price since it was less than what she was quoted originally. She wanted to make sure she wasn't going to be charged anything additional after she checked out. She was first questioned if she was actually on jdengraving.com as we were not aware we had online ordering for screen printed t-shirts. She proceeded to inform us that she was in fact on jdengraving.com and 'she most certainly could' make the purchase online. She then asked why the price she was seeing online was not what she was quoted earlier. It was explained to her that the price she was seeing did NOT cover the cost of our labor and decoration (screen printing) - just blank product. We did discount the price from our retail price list as a show of good faith. She gave the impression that she understood and agreed to be called back after we had a chance to look into the situation regarding the web site. At this point, we were not aware of any pending deadlines.At 2:12 pm on August 11, 2016, Customer * decided to complete her transaction without hearing back from us. I was out of the office and unable to resolve the situation sooner. I am including the email history of the dialogue between Customer * and myself that occurred after I returned to the office and saw the completed purchase.