JKM Products Corporation

The customer ordered cotton bolo cord in 2 colors which are in very low demand and have been on back order. JKM has sent two emails in mid December stating the product continues on back order and asked the customer if they wanted to wait or cancel the order but we did not receive a response so the...

order has been on hold.  Based on this complaint, we canceled the order and we put a coupon credit for the order's full amount of $72.00  on file for the customer. The credit can be used on any new order using the code [redacted]. There is no expiration date or penalty for this cancelation.

[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.
I would like the full refund.
Regards,
[redacted]

This complaint is out of date. JKM has been corresponding with this customer by email and JKM has canceled the order. JKM offered the customer two options:  a full credit with no penalties even though the order was scheduled to ship in a few days which the customer can use with a coupon code or...

a full refund made in 2 payments in January and February 2015.  The customer accepted the full refund of 2 payments in January and February 2015.

Complaint: [redacted]
I am rejecting this response because: This is an automated response.  This response is received for every email sent to the company. I wish for a live person to contact me personally by phone and I full refund to be administrated via money order.
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 Acceptable to me after a year if fighting for my money.
Regards,
Karen S[redacted]

JKM
notified customer via email that the items remained on back order and issued a store credit to be used on any new order, as is noted in our sales policy.  The customer initiated a chargeback with their
credit card processor that JKM has accepted, as we understand the customer does not...

prefer the store credit on file.  The customer's monies have been refunded in full.  We apologize for any inconvenience this has caused.

The customer order was expected in approx. 4 weeks from 5/14/16 but was on back order due to low demand waiting for enough sales for a minimum production run. JKM's sales policy on our web site states the following: If you do not specify a date needed for expedited orders or any type order of any...

size, we will ship your order when the goods are available. This applies to orders which are on back order due to product not being available in the expected time frame (section 2) and due to the volume of orders across dozens of different manufacturers and the number of ribbons and trims we supply, we cannot provide an in advance follow-up service and continue to maintain wholesale prices and low minimum orders. Our web site is based on current product lines of our manufacturers which are adjusted daily. We only know of delayed or discontinued items when we receive our large shipment which includes your order. If your order does not arrive in the time frame expected and is on back order, we can only follow up when we receive a customer email inquiry (section 4). JKM responded to all inquiries of this customer and informed the customer that the order was canceled and we put a coupon credit on file for the full amount of $208.28 to be used for any new order. Since the customer is requesting a refund, we are willing to make an exception to our sales policy and offer a full refund through a payment plan of 3 equal payments of $69.43 over 3 months starting in July 2016 with completion in September 2016. We hope this is a satisfactory compromise to resolve this complaint.

Check# [redacted] in the amount of $74.66 was mailed on 10/8/15 to [redacted].  We apologize for the delay in processing the refund.

After researching the complaint, JKM had notified the customer that the order had been cancelled and a full store credit ([redacted]) was on file, good to be used on any new order without an expiration date.  The customer prefers a refund.  JKM is willing to make an exception to our...

sales policy and we will issue a full refund within the next 7-10 businessdays.  We have now forwarded this to our credit department for processing.  We apologize for the inconvenience.

We apologize for the delay on this order. We put this order in our hold section when contacted by the customer to re-activate the order and inadvertently did not continue the process properly. This was our error.  We put your order back into process and we will ship by the end of next...

week.  Again, we apologize for the error and we thank you for being so patient. This is not our usual way of doing business.

As the goods remain on back order, JKM has processed a full refund via check[redacted] of $70.74 on 9/29/15.  We apologize for the inconvenience.

After researching the complaint, JKM had notified the customer that the order had been cancelled and a full store credit ([redacted]-$76.34) was issued as the goods were discontinued by the manufacturer.  JKM offered a similar product as a substitute or a refund.  JKM...

processed a full refund via check#[redacted] of $76.34 on 3/26/15.  We apologize for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:
I have to respond to the Revdex.com in ten days, making this seven business days from the time I got the response from JKM. The members of JKM have been telling me for over two years that they will send something in "X" amount of days and have yet to actually do so. They have three more business days before their response becomes another lie. I will accept their terms once I actually see a check.
Regards,
[redacted]

JKM experienced a catastrophic problem with its web site when our marketing company reacted incorrectly to a [redacted] update and applied the wrong codes to our approximate 10,000 web pages. This was a major blow to JKM’s business which has not been easily corrected as we identify each code problem and...

continue to make corrections.  The damage to the business has caused a major impact in our product supply timing and customer service.  We routinely give store credits if an order is canceled because it is on back order since this is an exception to our all sales final policy on our web site. In order to accommodate this customer in light of the company problems, we implemented a payment plan over 5 months in February which the customer agreed to.  Check [redacted] in the amount of $67.76 was mailed on 3/16.  This check covered the first 2 months of the plan, the remaining refund of $101.64 will be processed over the final 3 months of the plan.  We appreciate your understanding.

JKM experienced a catastrophic problem with its web site when our marketing company reacted incorrectly to a [redacted] update and applied the wrong codes to our approximate 10,000 web pages. This was a major blow to JKM’s business which has not been easily corrected as we identify each code problem and...

continue to make corrections.  The damage to the business has caused a major impact in our product supply timing and customer service.  We routinely give store credits if an order is canceled because it is on back order since this is an exception to our all sales final policy on our web site. In order to accommodate this customer in light of the company problems, we implemented a payment plan over 4 months beginning in July with a refund of $31.95 via [redacted].  We have been in contact with the customer to resume the payment plan as Check [redacted] in the amount of $44.88 was mailed on 1/22.  The balanced owed of $44.87 will be issued in February.  We appreciate the customer's patience and understanding.

The customer has a credit on their account which we have applied to her recent order from August 30.  We are in the midst of  receiving our re-supply shipment of bias tape from our vendor as a few of the colors have been on back order.  We expect delivery
of the order within 2...

weeks otherwise we will issue a full refund.  The
goods are expected to arrive in our warehouse within the next week.  We
appreciate the customer's patience and understanding.

The customer's order was shipped complete on 3/10/15 via [redacted] tracking# [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].Although I too received the same excuse, it was offered months after the initial order was placed. Repeatedly I enquired after my order only to be told that it was on back order.coincidentally, my initial payment via a credit card was not accepted and I was asked to provide payment via [redacted]. In retrospect, this was their was of protecting their best interests in my non-ability to stop payment.I have received the payment of $72.18 and I will not be satisfied until I receive the balance of my payment. I am still owed $19.47 towards the original payment made in January 2014. I do not require any interest, just reimburse me for the funds you withdrew from my [redacted] account.[redacted]

The customer ordered two items of Double Fold Bias Tape in colors Kilarney and Denim.  The Kilarney is available to ship, but the Denim has been  currently on back order.  Typically, on small orders, we hold the order and ship complete once everything arrives.  However, in this...

case we will ship the Kilarney and back order the Denim.  Once the Denim becomes available (ETA early October) JKM will fill the back order and ship at no further expense.  We apologize for the delay.

Complaint: [redacted]
I am rejecting this response because: I filed complaint #[redacted] with the Revdex.com a couple of months ago against JKM Ribbons & Trims. JKM Ribbons & Trims offered to refund my credit card within 7-10 business days for the charge I was disputing, if I considered this an acceptable resolution.  I accepted this as a resolution but have not been issued a refund and have not been contacted by JKM notifying me of anything inhibiting them from issuing the refund.  Therefore, I do not consider this a resolved issue. I would like the Revdex.com to stop JKM Ribbons & Trims from charging customers for products they never intend to deliver or refund (for undelivered products). Thank you, Frances Romzek
Regards,
[redacted]