We replied to Mr. [redacted]’s email about the wrong amount being credited for the 50% discount that was offered. Upon looking into this issue further we noticed an error with the original credit. On October 5, 2017 a credit was issued in the amount of $12.07 back to his original payment which was the amount that was missing from the original credit. We followed up with Mr. [redacted] via phone on October 9, 2017 and left him a message to call us back. We have not heard back from Mr. [redacted], if he has any questions we are more than happy to assist him.
[redacted] Customer placed an order on 4/15/2016 4:17:00 AMWe shipped the item out with UPS on 4/20/2016 12:27:00 PMThe item was confirmed delivered to the customer's address on file and a signature was obtained by AF. The customer contacted us via email on 4/26/2016 at 11:37 AM stating...
they had the item shipped to a 3rd party freight forwarding company and the company is stating they did not receive the item from UPS. The customer requested a full refund or a replacement be shipped to the same address. We responded to this customer via email on 4/28/2016 at 8:06 AM stating that UPS is confirming delivery and a signature of the package on 4/22/2016 at 12:33 PM by AF at the docking station of the address the customer used on their order for shipping. We explained that unfortunately we are unable to issue a refund or a replacement for an item that UPS is confirming was delivered and signed for by a worker of the freight forwarding company. We offered to start an investigation with UPS since the customer is stating their 3rd party shipping company didn't receive the package. The customer contacted us back on 4/282016 11:28 AM stating they couldn't wait for a UPS investigation and they would like a full refund or a replacement. We responded to this customer via email on 4/28/2016 13:56 PM stating that we can start a UPS investigation, but again if it is confirmed that the package was delivered we are unable to offer a refund or replacement item. We responded back to this customer via email on 5/3/2016 at 7:56 AM stating that they would need to reach out to the forwarding company for assistance as UPS in closing this case as the 3rd party shipping company received the package, signed for it and receives multiple packages a day from them and they had nothing more to investigate. The customer contacted us via email on 5/6/2016 at 17:46 PM stating they truly didn't receive this package and the 3rd party shipping company is not willing to compensate them for a package that is lost. We responded back to this customer via email on 5/9/2016 at 11:28 AM stating we are unable to assist going forward as this package was clearly signed for by the docking ID it was being shipped to. The docking ID on the ship to address was Dock AFE44 and it was signed for at this company's dock AF. We received a notice of this Revdex.com complaint #[redacted] on 5/9/2016 at 9:52 AM. We are responding to this complaint on 5/13/2016 at 17:45 PMWe believe that we have provided actuate details and proof of delivery to the customer including a tracking link showing that this item was signed for and delivered on 4/22/2016 at 12:33 PM. We are not responsible for shipments that have been confirmed delivered by UPS and signed for by the customer's requested 3rd party shipping company. If the package was lost after the 3rd party shipping company received the package, we believe the customer should reach out to the 3rd party shipping company for compensation as they signed for this package. We clearly state on our website that we are unable to ship to customer's outside of the US. If a customer requests an order be shipped to a 3rd party shipping company, once the item is confirmed delivered. We are no longer responsible for the package. Our FAQ for International order is attached: http://[redacted]
Initial Business Response /* (1000, 5, 2015/11/16) */
The customer placed an order on November 10th on Joe's New Balance Outlet and the discount code used on their order was applied inappropriately, therefore their order was cancelled. The customer was not charged for the order and was sent an...
email apologizing for any inconvenience.
After receiving the Revdex.com complaint, we have contacted this customer via email again as their phone number used on their order with us was invalid.
Per our terms and conditions listed on our website, we reserve the right to cancel this order. The delivery of an email confirmation following the placement of an order does not constitute our acceptance of the order.
We have attached the agreed upon terms that are listed on our website below:
1. PRODUCT PURCHASE
From time to time, Joe's New Balance Outlet may offer products for sale as part of the Service. Joe's New Balance Outlet reserves the right to change the descriptions, specifications, and prices of the products offered on the Service without notice and at any time. Joe's New Balance Outlet does not warrant that such descriptions, specifications and prices of such products are accurate, complete or current at all times. Such products may not be available for delivery to your country of residence. Our delivery to you of an email confirmation following your placement of an order does not constitute our acceptance of such order, and we reserve the right to reject such order or limit the quantity of products under such order.
These terms along with all of our terms and conditions are located on our website at the bottom of our home page and can be viewed on our website using the link below:
http://www.joesnewbalanceoutlet.com/customer_serv/terms.htm
We would be more than happy to follow up with this customer should any new questions or concerns arise.
Complaint: [redacted]
I am rejecting this response because:
Currently, my fourth order has not shipped yet so I am hesitant to close this case. In addition, my original order of model 993 in size 8 medium - color Pink is still showing for sale on the company website even though my first and second order was cancelled for these shoes. Also, the website shows the same shoe in color Navy is available in my size even though my third order was cancelled. I was forced to order a color I really didn't want just to get a pair of running shoes that I am used to wearing. [redacted] has tried to help me but as of yet, my fourth order has not shipped for the black ones so this case should not be closed yet.
Sincerely,
[redacted]
We replied to Mr. [redacted]’s email about the wrong amount being credited for the 50% discount that was offered. Upon looking into this issue further we noticed an error with the original credit. On October 5, 2017 a credit was issued in the amount of $12.07 back to his original payment which was the amount that was missing from the original credit. We followed up with Mr. [redacted] via phone on October 9, 2017 and left him a message to call us back. We have not heard back from Mr. [redacted], if he has any questions we are more than happy to assist him.
My problem is resolved. Revdex.com did a great job! Thank you.
[redacted] Customer placed an order on 4/15/2016 4:17:00 AMWe shipped the item out with UPS on 4/20/2016 12:27:00 PMThe item was confirmed delivered to the customer's address on file and a signature was obtained by AF. The customer contacted us via email on 4/26/2016 at 11:37 AM stating...
they had the item shipped to a 3rd party freight forwarding company and the company is stating they did not receive the item from UPS. The customer requested a full refund or a replacement be shipped to the same address. We responded to this customer via email on 4/28/2016 at 8:06 AM stating that UPS is confirming delivery and a signature of the package on 4/22/2016 at 12:33 PM by AF at the docking station of the address the customer used on their order for shipping. We explained that unfortunately we are unable to issue a refund or a replacement for an item that UPS is confirming was delivered and signed for by a worker of the freight forwarding company. We offered to start an investigation with UPS since the customer is stating their 3rd party shipping company didn't receive the package. The customer contacted us back on 4/282016 11:28 AM stating they couldn't wait for a UPS investigation and they would like a full refund or a replacement. We responded to this customer via email on 4/28/2016 13:56 PM stating that we can start a UPS investigation, but again if it is confirmed that the package was delivered we are unable to offer a refund or replacement item. We responded back to this customer via email on 5/3/2016 at 7:56 AM stating that they would need to reach out to the forwarding company for assistance as UPS in closing this case as the 3rd party shipping company received the package, signed for it and receives multiple packages a day from them and they had nothing more to investigate. The customer contacted us via email on 5/6/2016 at 17:46 PM stating they truly didn't receive this package and the 3rd party shipping company is not willing to compensate them for a package that is lost. We responded back to this customer via email on 5/9/2016 at 11:28 AM stating we are unable to assist going forward as this package was clearly signed for by the docking ID it was being shipped to. The docking ID on the ship to address was Dock AFE44 and it was signed for at this company's dock AF. We received a notice of this Revdex.com complaint #[redacted] on 5/9/2016 at 9:52 AM. We are responding to this complaint on 5/13/2016 at 17:45 PMWe believe that we have provided actuate details and proof of delivery to the customer including a tracking link showing that this item was signed for and delivered on 4/22/2016 at 12:33 PM. We are not responsible for shipments that have been confirmed delivered by UPS and signed for by the customer's requested 3rd party shipping company. If the package was lost after the 3rd party shipping company received the package, we believe the customer should reach out to the 3rd party shipping company for compensation as they signed for this package. We clearly state on our website that we are unable to ship to customer's outside of the US. If a customer requests an order be shipped to a 3rd party shipping company, once the item is confirmed delivered. We are no longer responsible for the package. Our FAQ for International order is attached: http://[redacted]
Initial Business Response /* (1000, 5, 2015/11/16) */
The customer placed an order on November 10th on Joe's New Balance Outlet and the discount code used on their order was applied inappropriately, therefore their order was cancelled. The customer was not charged for the order and was sent an...
email apologizing for any inconvenience.
After receiving the Revdex.com complaint, we have contacted this customer via email again as their phone number used on their order with us was invalid.
Per our terms and conditions listed on our website, we reserve the right to cancel this order. The delivery of an email confirmation following the placement of an order does not constitute our acceptance of the order.
We have attached the agreed upon terms that are listed on our website below:
1. PRODUCT PURCHASE
From time to time, Joe's New Balance Outlet may offer products for sale as part of the Service. Joe's New Balance Outlet reserves the right to change the descriptions, specifications, and prices of the products offered on the Service without notice and at any time. Joe's New Balance Outlet does not warrant that such descriptions, specifications and prices of such products are accurate, complete or current at all times. Such products may not be available for delivery to your country of residence. Our delivery to you of an email confirmation following your placement of an order does not constitute our acceptance of such order, and we reserve the right to reject such order or limit the quantity of products under such order.
These terms along with all of our terms and conditions are located on our website at the bottom of our home page and can be viewed on our website using the link below:
http://www.joesnewbalanceoutlet.com/customer_serv/terms.htm
We would be more than happy to follow up with this customer should any new questions or concerns arise.
Complaint: [redacted]
I am rejecting this response because:
Currently, my fourth order has not shipped yet so I am hesitant to close this case. In addition, my original order of model 993 in size 8 medium - color Pink is still showing for sale on the company website even though my first and second order was cancelled for these shoes. Also, the website shows the same shoe in color Navy is available in my size even though my third order was cancelled. I was forced to order a color I really didn't want just to get a pair of running shoes that I am used to wearing. [redacted] has tried to help me but as of yet, my fourth order has not shipped for the black ones so this case should not be closed yet.
Sincerely,
[redacted]