Made In Upstate NY LLC

We have been trying to figure out how to respond to this unexpected complaint.We would like to begin by saying that our business is incorrectly listed as a consignment service on your siteWe have more than makers from New York represented in the shop, less than a quarter of these are on a consignment basis, the majority of the merchandise has been purchased outrightAs far as this complaint, we believe this is the result of miscommunicationWe left a phone message for her in January, letting her know we were unable to do get to UPS because of family health issuesBecause we did not hear from her, we were under the impression that she understood the situationWe should have followed up, but were overwhelmed and neglected to do thisOnce things calmed down, we sent her product and the check along with a note thanking her for her understanding and patience during a difficult time, this was two days before we received your letterAfter receiving your letter we waited for some acknowledgement from her, if nothing else to notify us that the package has arrived, but, to date, have not heard from herHad we known she had filed this complaint we would have required she sign for the package to document receipt for our records, something we will do differently in the future We respond to every message we receive from vendors and customers because this communication is the basis of forming good working relationshipsShe said two emails were never responded to, the lack of response was because we never saw theseWe're sorry she feels we ignored messages from her, but wish she had taken the time to place a call or reach out to us another way, to be sure we received her messages before filing a complaint, especially since in the past we responded to her within daysUpon reflection, we should have terminated our relationship with her when we first received a complaint from customer regarding her product and her response, which was to fix the issue themselvesWe did not simply take the customers word for this, but contacted her directly to discuss this issue with product still in the shop, only to receive the same exact response fromHow she handled herself then was detrimental to our business reputation and the relationship we work to build with our customers, which was very fragile then, having been open less than four months.Rather than dwelling on should have's though, we are viewing this as a learning opportunity for the futureWe have very positive relationships with all our local consignors, all of whom are in and out of the shop regularly, utilize multiple contact methods and work with us to improve their product/display to increase sales because it benefits everyoneThey work with us and offer constructive feedback to help us improve our business and the relationship we create with vendors and consignorsIn the future we will not accept any merchandise on consignment unless the consignor lives within miles and will terminate any relationship after the first issue we or a customer has that is not satisfactorily resolved.Thank you for providing us with the opportunity to respond to this complaintEric and Billie Jean [redacted]

We have been trying to figure out how to respond to this unexpected complaint.We would like to begin by saying that our business is incorrectly listed as a consignment service on your site. We have more than 100 makers from New York represented in the shop, less than a quarter of these are on a...

consignment basis, the majority of the merchandise has been purchased outright. As far as this complaint, we believe this is the result of miscommunication. We left a phone message for her in January, letting her know we were unable to do get to UPS because of family health issues. Because we did not hear from her, we were under the impression that she understood the situation. We should have followed up, but were overwhelmed and neglected to do this. Once things calmed down, we sent her product and the check along with a note thanking her for her understanding and patience during a difficult time, this was two days before we received your letter. After receiving your letter we waited for some acknowledgement from her, if nothing else to notify us that the package has arrived, but, to date, have not heard from her. Had we known she had filed this complaint we would have required she sign for the package to document receipt for our records, something we will do differently in the future.  We respond to every message we receive from vendors and customers because this communication is the basis of forming good working relationships. She said two emails were never responded to, the lack of response was because we never saw these. We're sorry she feels we ignored messages from her, but wish she had taken the time to place a call or reach out to us another way, to be sure we received her messages before filing a complaint, especially since in the past we responded to her within 2 days. Upon reflection, we should have terminated our relationship with her when we first received a complaint from customer regarding her product and her response, which was to fix the issue themselves. We did not simply take the customers word for this, but contacted her directly to discuss this issue with product still in the shop, only to receive the same exact response from. How she handled herself then was detrimental to our business reputation and the relationship we work to build with our customers, which was very fragile then, having been open less than four months.Rather than dwelling on should have's though, we are viewing this as a learning opportunity for the future. We have very positive relationships with all our local consignors, all of whom are in and out of the shop regularly, utilize multiple contact methods and work with us to improve their product/display to increase sales because it benefits everyone. They work with us and offer constructive feedback to help us improve our business and the relationship we create with vendors and consignors. In the future we will not accept any merchandise on consignment unless the consignor lives within 50 miles and will terminate any relationship after the first issue we or a customer has that is not satisfactorily resolved.Thank you for providing us with the opportunity to respond to this complaint. Eric and Billie Jean [redacted]