Kelly Services, Inc.

Initial Business Response /* (1000, 5, 2015/08/05) */
Contact Name and Title: *** Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Quill.com
Quill apologizes for this inconvenienceWe have requested that your address and number associated with the account be
removed from our inquiry data-baseOnce removed, you should not have any further sales visitsThis may take up to weeks to completeAgain, Quill apologizes for this inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Quill deals primarily with businesses. We may offer core office products at reduced prices, however, the business usually has to meet an order minimum to apply the lower price. Being a business to business company, the additional spend is within our customers average order spend so the
minimum is usually not an issue. Quill produces and promotes our e-mail promotions so there is no “kick-back” based on open rate. We do continue to tweak the subject line on our e-mail offers. I can pass your comments on to the e-mail teamTheir goal is to create awareness and peak customers interest to open the e-mail. I do see in your order history that a $coupon was applied so you like many other customer do enjoy the opportunity to save on purchases and take advantage of our promotions. On the bottom of the e-mail offers is an “unsubscribe” link. While we do not want to lose you as a customer, we certainly can understand that your promo preferences may be different than our current promotional strategy

Complaint: ***
I am rejecting this response because:I truly cannot agree with you on anything you've mentioned in your previous responseThe fact is that my shipping date has been postponed againI do not think you intent to ship the product when available, instead, I think you meant if it is ever availableYou mentioned that your front line associates have limited visibility to real-time inventoryI'm not sure how you manage to say that without feeling even a little ashamedWhy could your associates give promised shipping date and comment about "the product is available in our NY warehouse" if they only have limited visibility? Don't they even represent your company? Aren't your company responsible for your associates' comments? This is NOT an order that was backordered when I ordered the productI only chose to order it because it is available in your "NY warehouse" according to your associates! Of course I can cancel itBut the point of this claim is I want you guys to honor my orderYou guys are clearly trying to make me cancel by postponing my shipping date over and over again, and this is the main reason of this claimIf this is the way you are processing order and doing customer service, you are not qualify for the A+ rating here.Again, your inventory is not my issueI filed this claim to seek a solutionTry find a solution to honor my order instead of whining about your inventory and postponing my shipping date again.
Sincerely,
*** **

We have contacted our A/R team reagrding thjs and asked her to confirm to me that the check was sent to the customer. She stated that it was "requested on the 7th Sept and had to process through Corporate and that records show that it was mailed on Sept to customer". Hope this is helpful

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: *** Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Quill.com
Quill apologizes for this inconvenienceWe have been in contact with this customer to better understand this situation
We have canceled the balance due on this accountWe have also closed this account and will not allow any further activity on this accountAs well, we have notified the 3rd party collection agency of the account balance so no further communication should occur
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is the resolution we requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI was traveling during the time they made contact, but had responded to them, as able, via emailIt's unfortunate they made contact after being notified by Revdex.com, of the complaint, but they did issue the refundThank you
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title:*** Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Quill.com
Quill apologizes for this inconvenienceWe did have a pricing issue on the site with this itemWe agree that the
customer should not have to return this productWe have sent a request to UPS to cancel the delivery of this product, however, sometimes they are not able to catch the shipment and it may get deliveredAt that point the customer can refuse or return the productWe will initiate the credit on their account now and once we have confirmation the product is back at the warehouse, we will process the creditAs well, we are looking into why the credit card amount was changed without the customers approval
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The package was left by ups on the front porch of my homeWe were unable to refuse the packageI would like to request Quill to make arrangements with UPS to pick the package up
On the case of unauthorized over charge, I would like to request Quill refund the charge immediatelyWhen I purchased the item, I only agreed to pay $I understand it is a price mistake on their website and either they should have cancelled the order or shipped me the item for $Quill did not do eitherThey shipped the item and over charged me by $
What I am asking are the following:
Quill remove the authorization for $from my credit cardIt is okay to have an authorization of $until the package is received by Quill provided that they do what is mentioned in Nobelow
Quill make arrangements to have the package picked up immediately
Final Business Response /* (4000, 9, 2015/07/31) */
Contact Name and Title:*** Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Quill.com
Quill apologizes for this inconveniencePer the customer's request, credit was issued for the full amount and was released todayIt make take 3-days to appear on your cardA call tag had been issued on 7/28; Quill is resending the call tag today to the e-mail address that is attached to the account numberThe customer can return the machine anytime within days from receiving the return call tagIf we do not have receipt of the product back within that time frame, the credit will be canceled and the customer will be recharged the amount of the credit

Initial Business Response /* (1000, 6, 2015/09/09) */
Contact Name and Title: *** Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Quill.com
Quill apologizes for this inconvenienceAdjustments were completed on August to clear this account of any past due
invoices or money owedYour account has a zero balanceYuo should no be contacted requesting further payment
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Quill apologizes for the experience you had while placing your order with us. Our goal is to provide outstanding service and part of that is insuring we do not jeopardize our customers private credit information. The credit department was the correct department to discuss your
account with. We should have done a better job explaining this to youOur reps will be coached as we have all calls recorded. Our credit team was contacting you today and I see that your order has been reinstated. I apologize for this inconvenience. I will have my escalation team contact the customer to insure all her issues were resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I received the gift card as promised
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Quill apologizes for this inconvenience. The inventory availability of this product was not accurate on our site. We depend on the manufacturer to send us accurate inventory We have removed this item from the site due to inconsistent availability from the manufacturer
We are no longer going to carry this product from this item from the manufacturer. Since this was a direct ship item, you have not been charged

Initial Business Response /* (1000, 11, 2015/05/26) */
Quill apolgizes for this inconvenienceWe try to protect all of our customers from fraudlent activityThe most recent orders on this account were canceled as suspected fraud due to *** *** being shipped to a residence in FL and billing
to another residence in AZThere is limited information on the business in AZ and their website redirects to spektrumglobal.com which claims Beyond Digital was acquired on 1/1/We understand that accounts can have multiple ship to and bill to addresses, but the actions were done to protect our customersIf the customer would like to order, we would be able to process with a pre-payment

As previously stated, The credit was issued by Quill on Nov for $158.76; ** ***. The credit will take 5-business days to show on the customers credit card account. The customer can check with their credit card company to verify the length of time it will take to appear on their statement if still questioning

Contact Name and Title: *** *** Dir of CR
Contact Phone: ***
Contact Email: R***@Quill.com
Quill apologizes for thisI agree this is not our standard practiceThis certainly is not the way to get you become a loyal customer of oursI have added your name/address
to the "no visit" list in our databaseThis will remove your address from future visits

Complaint: ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is the same as it was a couple years ago so even though I have no faith that we will remain on the Do Not Solicit list of Quill (and this sales person admitted she saw that we were on the list but chose to ignore it) I have no alternative but to accept. I also would like to understand why the person who was calling me repeatedly did so?? I had even sent a formal email to someone I felt was her senior and he did not even respond top me email-I received the read receipt but not a word in explanation nor in apology. (Proving further that the employees of quill are rude and have no sense of quality service.) Sincerely, *** ***

I reviewed the chat conversation. We tried to source the bags based on the conversation had with the customer. The customer was explained that there would be a credit against the 1st order and then a new order would be created. The transcripts are available upon request. I apologize we were not able to deliver the bag that met the customer’s needs

Quill apologizes for this inconvenience. My team has tried to contact this customer both by phone and e-mail to resolve their issueThe customer indicated they did not currently have a phone but would contact us once the new phone arrived. We can try to resolve this issue once the
customer contacts us at *** ext ***

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: *** Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Quill.com
Quill apologizes for this inconvenienceWhile the customer did request an account to be opened in July, their 1st order
was placed on August The 1st order is what will drive any review to the accountWhat we do while opening an account is request day terms if the potential customer is interested and once the order is submitted is when the terms are reviewedIt is our experience that 99% of accounts that are opened are accompanied by the 1st order so the customer will know immediately is open terms are approvedThe Credit department reviews this information and approves the open account or requests pre-paymentBeing Quill.com is a business site, traditionally, open accounts are granted to business's shipping to business addressesI inquired with the credit department further on thisThe order was declined for an open account as the customer was requesting business credit terms and shipping to her residential addressAs stated in her complaint, she was buying a gift for her grandsonOn 8/3, the credit department did call and leave a voicemail requesting she contact Quill regarding this matterWhen the customer did speak with credit, the call was escalated to the credit manager who explained for about minutes why we were not able to offer open creditAt that time, the customer requested the order be canceledWe can reinstate the order if the customer is willing to pre-pay

Quill apologizes for this inconvenience. All of our records show that the price on Quill.com (119.99 +tax) was honored on this order.  The invoice states that amount. This invoice was settled with the credit card company on 8/23.   The $331.69 may have been a reserve amount, but the...

customer was charged the correct amount.  I do see the customer refused the shipment.  The credit was initiated and processed today for the refusal as the charge for the original purchase had to be settled before credit could be issued.  As well, there was a replacement purchase order submitted 8/19 for the same $$ amount.  This order will invoice once we have confirmation from the vendor that the order shipped.   So at any point, there may be 2 charges of the $128.39 on the customer’s credit card and a separate credit once the transaction is processed by the credit card company (allow 5-7  days  processing time). Tell us why here...