We apologized that the customer felt our customer service representative gave them a dismissive attitude. That is not our intention at all. Our representatives have certain protocols that they do need to follow when a customer contacts us. However, we are reviewing our standard emails and protocols....
We show an item was ordered from us on 12/**/16. [redacted] tracking shows the item was delivered on 12/**/16. The customer then contacted us on 12/**/16 stating they did not receive the order. The representative asked the customer to check with neighbors and their local carrier just to make sure there was not a delivery error, as tracking does show the order was delivered, and due to the holidays the carriers do have a lot of deliveries they are dealing with. On 12/**/16 the customer contacted us again stating they did not receive the order and that they wanted a refund. On 12/**/16 our representative informed the customer that we would escalate the refund request and that we were creating a claim with [redacted]. We also asked the customer if they could please verify their shipping address for us. The customer verified the address for us, and we thanked them for their patience in this matter. This order is over $100, so we do need to follow our procedures to find out what happened to the item, which includes filing claims with the carriers when it is their fault so we can also be reimbursed properly. We asked the customer to be patient while we look into this matter as we are a small family owned business. We certainly never stated that we would not refund the customer, but we do need to cover all bases before issuing a refund, particularly in a case where the package shows that it is delivered. Below you can see the tracking details from [redacted]
We apologized that the customer felt our customer service representative gave them a dismissive attitude. That is not our intention at all. Our representatives have certain protocols that they do need to follow when a customer contacts us. However, we are reviewing our standard emails and protocols....
We show an item was ordered from us on 12/**/16. [redacted] tracking shows the item was delivered on 12/**/16. The customer then contacted us on 12/**/16 stating they did not receive the order. The representative asked the customer to check with neighbors and their local carrier just to make sure there was not a delivery error, as tracking does show the order was delivered, and due to the holidays the carriers do have a lot of deliveries they are dealing with. On 12/**/16 the customer contacted us again stating they did not receive the order and that they wanted a refund. On 12/**/16 our representative informed the customer that we would escalate the refund request and that we were creating a claim with [redacted]. We also asked the customer if they could please verify their shipping address for us. The customer verified the address for us, and we thanked them for their patience in this matter. This order is over $100, so we do need to follow our procedures to find out what happened to the item, which includes filing claims with the carriers when it is their fault so we can also be reimbursed properly. We asked the customer to be patient while we look into this matter as we are a small family owned business. We certainly never stated that we would not refund the customer, but we do need to cover all bases before issuing a refund, particularly in a case where the package shows that it is delivered. Below you can see the tracking details from [redacted]