Kelly Services, Inc.

Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title:[redacted] Dir or CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for our online price error on HP Printer #M277DW. When we updated the price to the correct sale price of...

$329.99, your order was systemically updated as well. We are truly sorry that the price on your order changed from that which was confirmed at the time you placed your order. We were able to catch this error and cancel your order. Your charge card may show a pre-authorization for the amount, but this was canceled and should be removed within 3-5 business days. We're sorry for any inconvenience or disappointment this may have caused.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the irresponsible actions taken by this business. My "desired resolution" was not even addressed. This company has made no effort to rectify their mistake except to their own benefit. I am not satisfied, will never use quill.com again, and will advise others to use any other business supply website.

No such credit has been processed. Company continues to hold out on crediting me. 
Complaint: [redacted] 
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill.com apologizes for this inconvenience. The accounts receivable team has reviewed this claim . Quill will reconcile...

the payment and post to your account. The credit status will be updated as well. You should no longer be getting any requests from Quill to reconcile your payment.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent the response on 9/10 but a colletion agency RMS sent me a collection for quill for the amount of money. Again! big hassle. We request here Quill to resolve this issue immediately.
Final Business Response /* (4000, 9, 2015/09/28) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes that you are continuing to get notices. We have reached out to the collecton agency and notified them of this and this open file is being closed. That said, once the system is updated with the closed status, you will no longer receive notifications.
Final Consumer Response /* (2000, 11, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for the experience you had when calling into our customer service team. Our intent is to provide the best...

in class experience. We reached out to the customer to get the time and date of the call. Once we had that information, we were able to listen to the call and coach the Customer Service Representative to eliminate this from occurring in the future. Thank you for taking the time to let us know about this experience. I am confident future calls into our center will not disappoint you.

Quill apologizes for this inconvenience.  We did track the order.  The tracking info indicates it did deliver on 2/19 at 10:02AM signed by [redacted]. It appears the order was delayed because the customer’s phone # not being listed & appointment needing to be scheduled.  ...

We will follow up with the customer to insure she has the product and if there is anything else we can do concerning this delivery.

We took your order with intent to ship you the product when available. You will not be charged for this item until it ships so this is not yet considered a sale.  Inventory levels fluctuate throughout the day based on current order flow and status of orders as well as availability from the manufacturer.  Our front line associates have limited visibility to real-time inventory.   As you are aware, this was a dynamic price which is what most likely linked you to our site from another.  We offer the backorder functionality vs. “NOT” taking orders once we are out of stock.  As stated previously, per the mail order rules, you have the right to cancel your pending order at any time.   Tell us why here...

Quill apologizes for this experience.  This is not the way we conduct business.  We are known for our friendly and effortless experience for your office and this certainly was not the impression we left.   I have requested that the 2 salesperson that visited your business be...

removed from the Quill account.  They do not exhibit the culture we are most proud of.  I apologize for this situation.

Quill apologizes for this inconvenience.  We did contact the customer to discuss the free handling fee for order over $45 and where this is stated on the site.  We did credit the customer the $5.99.  Explained the credit will take a couple days to be back on the credit card.  We...

apologize for this disappointing experience.      15 Dec - reviewed the acct and see cm#653373 was issued on 8 Dec/16 for the handling fee + tx in the amt of $6.41. -called cx & apologized, advised of the credit, educated as well that orders under $45 do normally have that handling fee of $5.99 and explained ways to avoid the charge- advised cx that she should see that cm in 4-5 business days (after the 9th Dec) to the credit card charged. gave my personal  contact info if does not see it by start of next week to contact me. -sent her an email copy of the cm & an apology gift for the inconvenience/disappointment in her first order. cx very pleased with resolution and thanked us for the prompt response to resolve the situation.CONSIDERED CLOSED

Complaint: [redacted]
I am rejecting this response because: I have not gotten any check! And the payment was taken out of my bank. Again im out 79.08 x 2 = approx 160.
Sincerely,
[redacted]

Our records show an order was placed on 5/16 for the [redacted] 4 and the $899.99 price was honored.  We will not be reinstating any orders for this the item.

Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for our online price error on HP Printer[redacted] When we updated the price to the correct sale price of...

$329.99, your order was systemically updated as well. We are truly sorry that the price on your order changed from that which was confirmed at the time you placed your order. UPS confirmed that they were able to stop the shipment and the product is enroute back to Quill. We have initiated and released a credit on your account for the $329.99. This may take a few days to post to your statement. We're sorry for any inconvenience or disappointment this may have caused.

Quill apologizes for this inconvenience.  The original order placed on 11/29 was held in our system by the credit team.  We hold orders to insure both the customer and Quill is not being impacted by anyfraudulent activity.  While the free items did ship out, the projector was...

canceled.  The order was reentered (#[redacted]) on 18 Jan and shipped –UPS  trk [redacted]   indicates that it was delivered Monday,  01/23/2017 at 1:38 P.M.

Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
According to our records and payment history, there was a request for the credit to go to the card initially on 18 Sept but...

on 21 Sept the customer called in and a 2nd request for the credit was completed. On Sept 21st, the credit was adjusted/posted back to the credit card to the bank. Then, on 23 Sept, the customer called back to verify and again was informed that the credit indicated back to credit card on September 21st. We followed up with our accounts receivable department today and re-verified the above info to be accurate - that we had advised the bank of the credit to the [redacted] The A/R department also stated that some banks can take up to 10 days to put it back on the customer card.
A rep from my team has tried to reach out to the customer today to discuss any other issues they may be having. The customer was not available but we left our number to contact us at their earliest convenience.

Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The rep that called did not leave a call back number and promised an email but failed on that was well. Bottom line, I received my refund finally and don't want to drag this on and worry about it anymore. It was resolved, albeit terribly handled

Quill apologizes for this inconvenience.  When the order was sent to the vendor that would ship the set, they informed us that the item was not available.  Therefore, we canceled your order on 4/28.  You were not charged for the purchase.

The order for the printer was cancelled due to the item being unavailable and it currently shows out of stock on the website.  We have contacted the vendor and there is currently no ETA on when this item is due to be available. 01/25/18 -we called the customer (left a voice message) and we...

also sent him an email apologizing for the negative order experience and asking that he contact us so we could resolve this situation.  We do have an option on Quill.com that the customer can you go to the page of the item (#901-2511529)- [redacted] H825CDW Wireless Multifunction Color Cloud Laser Printer), the customer can click "Notify me" and enter their email address.   Quill will inform the customer when the item is available to ship. In the email we had explained this option of notification to be informed when this printer is in stock and we asked him to enter the notification.  We explained that when he was notified he was to reach out directly to the personal contact information given to him and we would be happy to reorder the printer for him at the accommodated price of $100.14 plus tax.  01/26/18- we called the customer a second time and left a voice message asking him to contact us by phone or email so we could discuss the resolution of the situation. We are still waiting for a reply to our multiple contact efforts. 01/29/18- we called the customer a third time and left a voice message asking him to contact us by phone or email so we could discuss the resolution of the situation. [redacted] did return the phone call and we have resolved this matter and when stock becomes available he will be notified via the “Notify me” option on Quill.com and we will honor his pricing and ship his printer to him.

Quill apologizes for this inconvenience.   We will reinstate this order for the [redacted]  We are currently out of stock that is available to allocate to new orders  on this item.  Stock does come and may be allocated to orders.  We release backorders based on the...

when the backorder was taken so the customer with the oldest backorder will get the product as it becomes available.  We will reinstate the order, but it will be in a backorder status until more stock arrives.   Current expected available dates are March 4-11 across our warehouses.  Once stock is received and available, your order will be released depending on where your order is in the backorder line.

Complaint: [redacted]
I am rejecting this response because: They could not get the coupon, which is NOT a coupon but 20% off of a $100 purchase and that's ALL they offered, to my email address. These people couldn't find their [redacted] with both hands. False advertising and incorrect statement as to what they offered me.  If they couldn't get the coupon, which it really isn't to my email address, what would happen to any orders I placed. After 3 emails, which no one replied to, and 5 live chats, which produced nothing, I finally had to call them. No offers as the ones they mentioned. And they kept calling me [redacted]. My name is [redacted].
Sincerely,
[redacted]

Quill again apologizes for this business practice.  We instruct our outside sales teams to honor the “Do Not Solicit” signage and lists  as well as have the addresses and suites excluded from their routes.  Still, there are sales reps that do not follow proper protocol. The sales...

office has been notified of this issue and we have verbal confirmation that the issue has been addressed.

Quill apologizes for this inconvenience.  We have followed up the vendor on the incorrect product in the box. They checked their inventory and it is now accurate.  Being some of the orders were older, they could only confirm the inventory is accurate today. Looking further into this...

customers account, it appears that the original purchase and credit was done via a credit card, but subsequent re-orders were placed without putting them on a card.  Internally, there were some disconnects on how to release the order which is why the customer did not receive his replacement orders.  We updated the system and am sending the cartridges out at no-charge due to all the inconvenience.  A rep from my team is reaching out to the customer on this as well.

The instructions provided for a  return is for the customer to use the link provided in the return acknowledgement e-mail to download the return  labels and send them out [redacted].  The customer did not ship the product back.   We sent reminders related to the return notifying the customer  the credit was going to expire. We are offering Quill cash as an accommodation for a return that is past the return policy.