Lake Superior Magazine

Initial Business Response /* (1000, 5, 2016/01/04) */
We at Lake Superior Magazine pride ourselves on excellent customer service and have bent over backwards to please *** *** and her son *** *** over more than a decade*** states she has never had any problems, yet, our notes on
both of their records indicate that they have a tendency to report things missing, damaged or stolen very frequentlyWe process more than orders a year and have never had this level of complaint or issue with any one address, nor a combination of addresses in our year history, and we have never before been reported to the Revdex.com because we take great care to ensure satisfied customers
The anomaly of the ***'s continual complaints is the reason why we have voluminous records regarding their merchandise orders and subscriptions, and why we take extraordinary care to make certain that nothing goes awry with their orders
From the ***s, we can verify that since 2002, we have had reports of missing or damaged magazine and books, and we also had years in a row of replacing calendars they claim never arrived, in spite of tracking and verifying arrival with UPS
We have always replaced everything they have claimed was missing or damaged, and upon numerous occasions urged the ***s to speak with their postal carrier/post office/UPS driver
After years of replacing calendars, we determined that it was just too costly to continue to do so, and we switched to requiring a signature, and UPS shipment for every order to the ***'s address*** was apprised of this decision on our part, with the reason why, when we instituted the signature-only policy for their ordersIn June of this year, *** ordered a book, and I reminded him that it would arrive signature-required to ensure its arrivalHe said he understood, and then told me that he was unhappy with the condition of his latest issue of our magazineI told him that he needed to talk to his mail carrier, and we would not be sending him another
Because of the constant issues with the ***s, when *** ordered the package in question, it was sent signature required, UPS, and three people checked the contents, as well as the packaging before it was sealedOur shipping coordinator made certain that he had backup on this order, just in case there was a complaintEverything was absolutely intact when it left here, and when the package arrived at the ***'s address, it was signed for by A*** at their residence at 1:p.mon Monday November The date of ***'s phone call, citing the calendar was not in the package, was December 28thNearly a month after the order arived
When *** called our office to say an item was missing, Hank told him he would pass the issue on to me (Siiri) and I would look into itAt That time, I verified the signature upon delivery, and called to let *** know that he would need to talk to A*** if he felt something was missingWe had done everything possible on our end, and would not send additional merchandise, as we had done so many times in the pastThis conversation was with ***, not ***At this point, *** handed the phone to his mother who screamed expletives at me, and said she would sue LSM, and hung up on meI have two witnesses to the conversation on my end and though I was matter-of-fact, I was in no way rude*** called back and demanded a refund for his recent subscription, and said they wanted nothing further to do with our companyI agreed to refund his subscription in full ($24.95), by check, and told him that I felt he was correct, and that it was best for all of us that any further purchase of our products take place within a store setting, and not by mailHis refund is currently being processed
In sum, we have been spending far too much on special packaging, special shipping, the additional signature required fees, and the replacement items to continue a business relationship with the ***sWe feel we did our utmost to make them happyWe frankly do not agree that anything is missing from the order, and that for over a decade the ***s have been taking advantage of our generous customer serviceWe will not be refunding or replacing anything further for them and consider our interaction with them complete
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a response from the business and a refund check as wellWhile I agree with some things that were said, there are a few items and events that I do not agree with that was mentioned from them
I can assure there has never been a time where I had to sign for any packages from the business and I believe these statements are and incorrectAlso, I can strongly assure and I have records to prove that on November 30, at 1:p.mI was not at home and no one was at my residence at that timeThe business claims that a person by the name of A*** was at my residence that day and signed for a packageThis is totally and untrue and I believe that these are lies and made up allegations from the businessI have said in my earlier statements, "There is no person with that name living at my residence, nor do I know anyone in my neighborhood with that name!" I demand to see any proof from the business that this person exists and so called signed for a package
While I understand that the business has files and records of complains from my son, I can assure that this is the first time that I have filed a complaint with the business and have never done so before now
It was reported on TV and our local news to be on the lookout for "package thieves stealing items during the holidays." We can also assure that we have spoken to the Postal Service on this matterTheir response was that we have to contact the business
On December 28, when the business contacted me, I had tried to explain to them my situationTheir response was they chose not to listen to me, and I feel their actions were very inappropriate and unprofessional for a business toward their customers and therefore, that is why I chose to hang up on them rather than get into any further arguments
It is a shame that it has come to this point after many years of being a good customer and subscriber to their products and being mistreated the way that we have been by the business in this current matter and for them to not listen to their customers
I feel that is this business cares about their customers the way that they claim, they could show more consideration and passion toward them and in listening to their problems and trying to correct themAfterall, I feel that it is the customer that makes the business what it is
As a loyal customer for more than years with this business of subscribing to their magazine and purchasing other items, I feel strongly that the business has treated us very poorly over this matter and they no longer wish to have us as their customersWe also feel, that is is not the proper way for a business like Lake Superior Magazine to conduct themselves toward their customers
We have dealt with many businesses before, and never have we had to encounter such poor service as we have with Lake Superior MagazineI also feel that they want to force us out of their business as regular and loyal customersThis is not the way a business should conduct themselves and I feel it is unfortunate and in appropriate for the business to do this and act like this
In closing, I would hope that the Revdex.com thoroughly investigates and looks into the operations of this business and company and its treatment toward their customers
I would also hope that other customers do not receive the same type of treatment and experience that my son and I have received from them most recently
Sincerely yours,
*** and *** ***