Kelly Services, Inc.

Quill apologizes for this inconvenience.  This item is currently out of stock at all of our warehouses.  We accept backorders on items and per the mail order rules, provide expected ship dates for items that are currently out of stock.  The backorder is currently holding at our NY...

facility pending the arrival of inventory.  The anticipated date is May 3. The customer can choose to wait for the product or cancel their order.

Quill apologizes for this inconvenience.  The credit was issued back to the credit card on 2/2/17.  The credit memo number is [redacted] for $98.26  (92.28 + tax) for order [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.
Sincerely,
[redacted]

Quill apologizes for this inconvenience.  My team has been in contact with Mr. [redacted].  We tried a couple different ways to get him this coupon via e-mail.  We worked with our IT team to verify the e-mail addresses the promo e-mail would have gone to.  The IT team indicated...

this was a good address, however, this e-mail address had previously requested the promo e-mail to be sent on August 27 of 2015.  This promo e-mail is set up to ONLY send once. This issue did uncover an opportunity to add further training for our chat team.  Unfortunately, the chat team would not know this which is why they were not giving accurate info. We will update their training based on this issue.  In the mean-time, we did offer to accommodate the customer with Quill cash and coupons, but he indicated he would not be ordering from Quill.com

Quill apologizes for this inconvenience.   Our return policy for the phones is 30 days from purchase.  This return was done shortly outside of the 30 day window.  I apologize if the rep or the supervisors were not clear for the reason for the denial.  As a 1 time...

accommodation, we will process the return and put towards a replacement item.  Our escalation team has reached out to the customer on 8/25 and 8/29.  We are waiting for a call back to begin the return and exchange process. Tell us why here...

Initial Business Response /* (1000, 6, 2015/09/28) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience when our sales rep visited your office. We contacted the customer and advised this...

was being addressed directly. We asked for the approx. time and date of the call so we could track the call to listen and try to avoid this situation from occurring in the future. We did issue credit for the entire purchase. Again, we apologize that this situation occurred and thank the customer for bringing to our attention so we can avoid this from occurring in the future.

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. We do show the return of the 2 boxes of paper. When a pre-paid order is returned,...

the return credit posts back to the card which leaves the replacement order unpaid. We show the replacement order for 2 cartons of the paper and a new invoice generated. While the net of the 2 transactions (credit and new invoice) would cross each other out, our system puts the credit on the account and then the customer has to pay the new invoice. Once the credit was put back on the bank account, it left an open balance for the 2 replacement cartons of $54.75. Unfortunately, that was not explained very clearly. That said, I have requested the open balance be cleared and the collection agency be notified to cease contacting. This should resolve the customers issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My only question is why did I not receive multiple invoices saying past due? The first I heard of it, it had already gone to collections...Perhaps the billing system is flawed?

Quill apologizes for this inconvenience.  It is always our intent to honor an order that we accept and send a confirmation. This printer was shipping direct from [redacted] was supporting the promotional price.  [redacted] notified us Friday that they ran out of inventory and would not be...

able to fulfill the orders.   The “sold out” flag was set at that point on Quill.com so no further orders could be submitted.  The Quill merchant was able to find another source who does have stock on that printer. As you mentioned on Quill.com, the item is now available at the regular price.  That is because the current source is not offering the discounted price.  We WILL re-enter your order and honor your sale price.  Our escalation team will reach out to the customer today if any info is needed to get his order on the way.

Quill apologizes for this inconvenience.   It is the exception that 2 shipments would not have made it to your address.  We do assume responsibility for our shipments, but once the package is in the carrier’s system we have very little control affecting that package transport. ...

If there is an issue with a package, such as with your shipment, we do our best to remedy the situation as quickly as possible to try to minimize your inconvenience.  In your case, we paid NDA to the shipper in an attempt to guarantee it for the next business day, Monday, April 18.   Unfortunately, UPS did not make that delivery until April 19. Because the credit for [redacted] was processed late on the 18th of April, it would have been sent to the bank the next day or the 19th of April   You should see this credit reflected in approximately  5 business of that date to your card.  Please let me know if there is any issue concerning this.  As well, my escalation team has tried to reach out to the customer via phone and e-mail.  The customer is waiting to see the credit hit his account.

Initial Business Response /* (1000, 6, 2015/10/16) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. It is always our intent to be able to fulfill the order with the items that you...

ordered. As well, I apologize for the experience you had when you called to check on this. Quill prides itself on our customer service. We record 100% of our calls. I am locating the call so I can listen and take the appropriate action with my team. I was able to find the original lunchtote in our Wisconsin warehouse. I had an order entered today. It should ship by the end of the day. Please allow additional transit time to deliver to you in Texas. Thank you for bringing this to our attention. My customer service team can learn from this and try to avoid it from occurring in the future.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for making good on this offer.
I received the tote that I thought I was getting when I placed my order today.

On 31 August 2017 we called and spoke to Dr [redacted] personally and apologized for our lapse in customer care.  Explained we had initially issued a credit for the $54.63 on 27 July/17 but due to an internal system issue, and despite multiple calls by the customer, the credit failed to transfer...

over to the charged card.  We remedied the situation and emailed proof that the funds were transferred on 29 Aug and stated he should see them between 31 Aug – 1 Sept.  We sent an apology gift for his inconvenience and disappointment in service and put $50 of Quill Cash on his account with hopes he would have a more positive order experience.  Gave him a personal phone number and email to contact if he had any further questions or concerns regarding this situation.

Complaint: [redacted]
I am rejecting this response because:this does not help me in any way. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/22) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. We spoke with the customer and re-ordered the 2 chairs he was interested in...

purchasing. They are due to ship 5/28. We are monitoring this order to insure it ships or notify him if there are any inventory issues that arise.

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]

Quill apologizes for this inconvenience and inaccurate statement.    All installment customers go through a credit check with [redacted].  This customer was denied Installment terms as the business is a home based business and at the time of the installment application, the credit file...

did not meet the requirements to be approved for the Installment Payment Plan.  The main reason for decline was [redacted] reporting his company just began 4/2016.  All calls are recorded.  We will pull up this call and coach the representative to avoid this type of inaccurate information being shared in the future.    Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I do not want to do business with this company. the items I did receive were late and damaged. I cant a cash refund... not quill dollars to get burnt again from this company !!
Sincerely,
[redacted]

In order for the customer to receive ANY product after their initial order was received with incorrect product, a “replacement or re-order” had to be completed in our order entry system as the original order was credited. Hopefully this better explains the customers surprise related to the response.  As stated, we did send the 2 ink cartridges due to the inconvenience we had caused.

24 July - - called cx/na/lvmg. Sent apology email for the advertising error on our website. In the email we explained that we did a credit memo for $51.20 back to the charged credit card on 21 July. Explained that it can take 4-5 days business days to appear on the card and there is no need to...

return the wrong size pads. We advised customer of the correct price and item # for the 17x17 size item and offered to place order. explained the disclaimer that is on the website.     25 July -called again and talked to [redacted] personally. She confirmed receipt of the voice message & email. We apologized for the advertising error,  confirmed credit processed and correction being made to web info. offered $30 Quill Cash as an accommodation but she stated she had purchased the item elsewhere. We offered her an apology gift but she was not interested- stated that she was just happy the credit was received. CONSIDERED RESOLVED