Kelly Services, Inc.

Quill apologizes for this inconvenience.  While the original item was discontinued on our site, there was the same item on the site under a different item number and price.  We will honor the original price.  The customer was contacted today and explained that we will accommodate the...

price for the monitor.

Quill apologizes for this inconvenience.  The issue regarding the missing carton should have been resolved very quickly.  We did issue a credit for the missing product on January 9.  It may take up to 1 week to be back on your credit card account.  A customer service specialist...

reached out to the customer today to see if there was a replacement order we can place for the missing items. She left her number along with sending an e-mail directly to the customer with what has transpired with settling this account and shipment.  Please have the customer contact the number left in the e-mail and we will insure this customer’s issues are resolved.

Quill
apologizes for this inconvenience when placing these 2 orders. Our goal is
to provide outstanding service and protect our customers from potential fraud.  Due to the names on the account, the 1st order was canceled due to potential fraud.  Once this issue was resolved, the 2nd...

order was placed.  Unfortunately, the tracking information
provided was inadequate for us to trace this shipment or determine the carrier.  We do have a package tracking team who was
able to trace this order and it was delivered on 12/15/14.  Quill did contact the customer on 12/16 to insure
they received their delivery and apologize for the multiple frustrating attempts
to get the information on his order.

Quill.com apologizes for the inconvenience this issue caused.  The item the customer ordered was released to the warehouse to be picked and shipped, however, the warehouse did not have the inventory.  When that occurs, the order has to be re-entered so it can be shipped from another...

location. Unfortunately, the reps view the original order as a cancellation and did not see the new shipment to the customer which caused the mis-information.  Our calls and chats are logged so we are pulling them as a coaching opportunity for our customer service representatives.  My escalation team contacted the customer to apologize and explain.  Credit is issued and the tax exempt status had been updated on July 22, however the order had shipped prior to that date so that is why the order was charged tax.  The customer’s credit will go back to the charge card and the customer should see it in 4-5 days.

...Quill apologizes for this inconvenience.  The reason for the denial of the return is the product requesting to be returned has a 30 day return policy as stated on Quill.com.  We will make a 1 time accommodation and allow the return for Quill Cash. The Quill Cash can be redeemed towards...

the next purchase over $100.00.  A Quill rep has discussed this with the customer.  At this time, the customer was not ready to place the replacement order.  He can do his replacement on line or call us directly.  The Quill Cash will be available once the original phone is returned.  We also accommodated the call tag and will pay the freight back. Usually, it is the customers responsibility to return the product if it is their prerogative.

Complaint: [redacted]
I am rejecting this response because: I refuse to give quill.com any more money. I found another company who provided what I needed the first time around. Quill should have shipped me the correct bags and not charged me.
Sincerely,
[redacted]

Quill apologizes for this inconvenience. I see this was the 1st time you ordered from Quill.  This is a business to business site and we do not put items on our website to get customer credit card information.  The price for the printer was accurate.  It was a model that we...

were no longer going to carry and we honored the price until we ran out of stock.  We did send you 2 communications regarding the 2 orders to the [redacted]address indicating the reason we canceled your orders; The first notification was sent on Tues 1/19 just before 10:55am and the second on the same day just before 11:08am.  We have inactivated your account per your request.  [redacted] is the notification we sent regarding your orders.   Dear Customer,Please accept our apologies.We are writing to let you know that the [redacted] Color Laser Multifunction Machine has sold out and we are unable to fulfill your order. Your order has been cancelled.If you submitted a credit card payment with your order, your card has not been charged. If you received an order confirmation, please note that the receipt of an email order confirmation is simply a recognition that we have received your requested order. For more details, please see our Terms and Conditions. We apologize for any inconvenience or disappointment this may have caused.Sincerely,Quill.com Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution WOULD HAVE BEEN satisfactory to me......... HOWEVER - that was right up until I was once again promised my credit of $106.60 by end of business on the 17th (today) and it's currently 7:49 pm MST and my money has not appeared. This is beyond ridiculous and I'm not sure what my next move will be. I have emailed the company contact again and we'll see what happens.
Sincerely,
[redacted]

Quill apologizes for this inconvenience.  Being this customer is new to Quill, the orders submitted go through a credit review process to insure both the customer and Quill are not impacted.  At times, orders may be canceled due to insufficient information provided.  Our Credit...

department did have conversations related to this order and the customer indicated a wire transfer was created and sent.  To date, we have no log of receiving a wire transfer.  My credit department has been unsuccessful in speaking directly with this customer after several attempts.  The customer can return our credit departments call to resolve this.  The customer can call directly to our credit / receivables team at [redacted]  Another note is that Quill is currently backordered on this item.  The product is due in towards the end of the month.

I do not understand the customer response. I would need clarification.  Any customer doing business with Quill requires a pre-pay to place an order.  If this customer has a business and can provide a tax exempt ID, we can discuss other payment terms.  We contacted the customer today to reinstate the order. The customer indicated they purchased the product elsewhere and no longer needs the product from us..

This company is on the permanent ""Do not Solicit" list.  All responsible parties are aware of this complaint and the issue has been addressed.  We do have a standard operating procedure for companies that request that they are not solicited.

Complaint: [redacted]
I am rejecting this response because: I NO LONGER WANT TO DO BUSINESS WITH THIS COMPANY AND I AM CANCELLING MY THREE OTHER ACCOUNTS. I WILL HAVE NO DESIRE OR ABILITY TO HAVE OR USE QUILL CASH. I WOULD LIKE U.S. CURRENCY. AS STATED ON 4/20, THE ITEMS WERE SUPPOSED TO BE PICKED UP AS INSTRUCTED BY THE PHONE REPRESENTATIVE. THE PICK UP NEVER HAPPENED. QUILL DROPPED THE BALL AND FAILED TO HAVE THE ITEM PICKED UP AS INSTRUCTED.  WE ARE GETTING PUNISHED FOR THIS INCIDENT. THE SHIPMENT WAS DAMAGED AND LATE. WE DID BUSINESS WITH A LOCAL OFFICE FURNITURE REP AND ARE VERY PLEASED WITH THE RESULTS. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email:[redacted]
The account shows an open balance. The customer has purchased 2 lap-tops shipping to unique Chicago hotel addresses, and...

has returned both. Upon receipt at our warehouse, both returns were found to contain only newspaper, no merchandise was inside. He has also purchased and returned over $300.00 of snacks. On August 20, the customer attempted to order 2 more lap-tops, this time shipping to another Chicago hotel address. Due to the open balance and return history, we canceled both orders. Based on the account activity, we are not able to service his needs, and have closed his account. He will continue to get the past due notices until the return is reconciled through our loss and prevention department.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They provided the shipping label that was used to return the product to them previous returns have absolutely nothing to do with this particular situation and delivery addresses again have absolutely nothing to do with the situation please try to stay focused you provided the shipping label that I used to return the product I think we both agree on this and from what I can see from the tracking information you received the product back this is why a refund was issued I'm a little confused as to what any of the rest of your email has to do with anything or why you're attempting to collect money from me now for something that you clearly got back can you confirm the tracking number maybe were looking at two different tracking numbers so again if you could confirm that that would be helpful and please try to stay focused no the rest of that has anything to do with what we're discussing now. And you seriously expect me to believe that you got a box which is newspaper in it that big box all they had was newspaper really? I also made a phone call to ups this morning to inquire if there was any problems with the package they tell me that it was delivered like normal and that you have not reported any issues with the package which seems very odd to me and to ups if you seriously had an issue like that why didn't you contact UPS why didn't you file a claim that's what they told me normal procedures would be I mean feel free to correct me if I'm wrong or if ups gave me the wrong information. I just spoke to them a few minutes ago so you don't tell anyone else you keep it a secret and then you try to make me pay money to you that doesn't seem odd at all does it?
Final Business Response /* (4000, 11, 2015/10/16) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email:[redacted]
Quill will cancel the open balance on this account. We have closed this account.
Final Consumer Response /* (2000, 13, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
THE COMPANY CAN NOT BE TRUSTED !!!!!!!!!

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.
Sincerely,
[redacted]

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 only because I'm tired of dealing with this company. They did not help me.
Sincerely,
[redacted]

Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. Due to a pricing issue on the product purchased, the credit card was charged the current price. We have removed that open balance from...

your account. I see it was removed as of October 19. Currently you have a 0 open balance.

Complaint: [redacted]
I am rejecting this response because: It doesn't explain anything.  All they had to do was send replacements - which they finally did, thanks to you.  Their "customer service" is all screwed up and they don't want to admit it.  Did you know they give you credit but you can't spend it unless you buy $100 or more in merchandise?  Kafka didn't get that bad!  Anyway, thank you, again, for your help.
Sincerely,
[redacted]

Quill apologizes for your dis-satisfaction.  This customer contacted us and we were handling as an escalated call as well.  To give some background, Quill did  initiate a credit on April 20  when the customer originally contacted us and would have honored it pending the return...

of the product.  When the customer did not return the product in April, the credit was canceled on June 6. . We do send reminders prior to canceling the credit.   Based on the original inquiry and request,  my team did contact the customer today to let them know we would allow the return of the damaged desk (4 months past the return policy). We would issue Quill cash to apply towards another purchase.  He refused the service we offered.

Quill apologizes for the customer being over-charged and the manner in which we tried to resolve the issue.  By reviewing the chats, I can see how we gave the customer the wrong expectation as far as timing and the full information related to how to redeem the Quill Cash.  We have...

discussed this with our receivables team and the credit will be on the customer’s account on 2/17.  As well, we will be coaching the reps involved to insure our procedures are followed and fully explained to the customer.  My resolution team will be contacting this customer to insure she is satisfied with this information and see if there is anything else they need related to this issue.

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.
Sincerely,
[redacted]