McManus Fine Lighting & Accessories

I am rejecting this response because:The business is correct that I did not report a problem with the 8/newspaper however, I did have oneA message was left on my answering machine on 8/9/by [redacted] and he indicated that he would be out of the office until 8/but would call me again this week to discuss the problemI did not report the problem with the 8/newspaper because I was waiting to discuss it with Mr [redacted] I did receive the E section of the Sunday's newspaper however I was missing [redacted] ***, ***, [redacted] , [redacted] * and [redacted] circularsThese particular circulars are in every Sunday paper, so unless the retailers skipped 8/for some reason, I did not get themAs for the missing E section, this has always been included in the paper and is listed on the front pageOn 8/after not receiving the circulars mentioned above, I attempted to buy a newsstand copy to compare the contents, however they were outI called Mr [redacted] today, 8/and left a message and hope he will return my call to discuss further

Sections are frequently moved or not run at all due to advertiser needs, layout and size constraintsDuring the Spring and Summer months advertisers frequently skip periods, focusing their advertising on the holiday weekends and back-to-schoolWe have had no indication of missing sections throughout our distribution network and, as the equipment that produces the paper cannot be discriminative, it should be virtually impossible for a insertion mistake to happen repeatedly affecting one specific addressThe customer did not report a problem with the 8/newspaper and nothing was changedI have reviewed the customer's account in detailHer calls were reported correctly and credits were issued as promisedThe account was extended through 11/12/2017The, "Premium Edition," is part of every home delivery subscriptionThe cost associated with this edition is broken out in the renewal notificationAdditionally a post-card was sent by US Mail to every subscriber in February outlining the Premium Edition in great detailAgain, as the equipment that builds the newspaper cannot discriminate, the Premium Edition runs in all home delivery newspapers and there is no way to opt-out in advanceCustomers that are not happy with the Premium Edition for any reason may contact our customer service department at [redacted] Customer Service will refund the Premium Edition charge to the customer's accountThey did so for this customer on 7/14/Should this customer have any issues in the future she may contact me directly at [redacted]

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I look forward to hearing from the Record Searchlight I did look at past credit card charges, and found MANY different charges They were small charges, which explains why I did not notice, but now I find it aggravating to see These small charges add up over time, I will see if they can explain why they are doing this If they cannot be explained, I may contact your againThank you Revdex.com!

I just responded to the business regarding this complaintHowever, I made a mistake on a dateThe missing contents that were different from the other papers was on 8/not 8/The paper that was delivered on 8/contained all sections and circularsThank You

I am rejecting this response because:I want to ensure they have the correct account My name is not [redacted] My name is [redacted] ***n

Unfortunately this customer's payment came in just as our circulation and payment systems were being transitionedWhile the payment was received it was not credited to his account in a timely manner which cumulated into accounting and delivery service problemsAs this is a very unusual situation
the customer service team had difficulty processing the refundThe problem has been identified and remedied and a refund request is in progress nowThe customer should receive his full refund in less than two weeks

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We understand the customer's name is *** *** The name *** was the person at the Revdex.com that sent the message on the complainants behalf

I am sorry to learn that due to errant delivery placement this customer received a wet newspaperThe company will communicate directly with the independent delivery contractor regarding this incident and request delivery placement in a manner that prevents wet papers in the futureSame day redelivery service was discontinued approximately one year agoWhile we miss having a same day redelivery option it will not be an issue if the delivery contractor delivers in a manner consistent with our delivery contract; ensuring delivery of a dry, readable product

The independent contractor that was delivering this subscriber's newspaper is no longer under contractCompany personnel will deliver the customer's paper daily until such time as a new, reliable individual is prepared to take overDirect contact information for the head of distribution was
provided to the customer previously and again todayThe account was, in fact, credited previously and the customer service representative that took Ms***'s call this weekend credited the account as wellThe credits extend the subscriptionI personally spoke with Mrs*** at length today clarifying how account credits work and assuring her that my company staff will ensure timely delivery going forward

I am rejecting this response because: I reject the response because that is the first time I've heard that excuse after I have mademany, many contacts with them over this problem. And once again! they answered by saying "It will take 3!!! weeks to processa refund to *** ***". I have heard that excuse before and their reasoning for not carrying through with a refund in the firstplace had no similarity to the excuse they are giving now. Under these circumstances and due to my complaint about them, I amrequesting an IMMEDIATE REFUND of $with no further excuses. They do not have their act together and why should I waitfor two full months to get a refund and now an additional weeks. This is a crazy business performance and I no longer excuse themfor their multiplicity of 'fake' reasons why they continue to hold on to my money. Please accept my continued complaint and thankyou very much Revdex.com for your excellent attention to this matter.*** *** ***

On Sunday, August 20, at 4:AM a District Manager retrieved the customer's paper after it had been delivered by the delivery serviceHe inspected the contents and confirmed each and every section and insert that were scheduled to be in the edition were there He then returned the paper to it's delivery locationNow that our equipment has been tested and the delivery inspected we suspect someone may be taking advertising sections from the paper after it is deliveredIf sections are found to be missing again the customer is encouraged to contact me directly at *** *** to discuss changing the delivery location

I am sorry to learn that due to errant delivery placement this customer received a wet newspaperThe company will communicate directly with the independent delivery contractor regarding this incident and request delivery placement in a manner that prevents wet papers in the futureSame day
redelivery service was discontinued approximately one year agoWhile we miss having a same day redelivery option it will not be an issue if the delivery contractor delivers in a manner consistent with our delivery contract; ensuring delivery of a dry, readable product

Sections are frequently moved or not run at all due to advertiser needs, layout and size constraints. During the Spring and Summer months advertisers frequently skip periods, focusing their advertising on the holiday weekends and back-to-school. We have had no indication of missing sections...

throughout our distribution network and, as the equipment that produces the paper cannot be discriminative, it should be virtually impossible for a insertion mistake to happen repeatedly affecting one specific address. The customer did not report a problem with the 8/13 newspaper and nothing was changed. I have reviewed the customer's account in detail. Her calls were reported correctly and credits were issued as promised. The account was extended through 11/12/2017The, "Premium Edition," is part of every home delivery subscription. The cost associated with this edition is broken out in the renewal notification. Additionally a post-card was sent by US Mail to every subscriber in February 2017 outlining the Premium Edition in great detail. Again, as the equipment that builds the newspaper cannot discriminate, the Premium Edition runs in all home delivery newspapers and there is no way to opt-out in advance. Customers that are not happy with the Premium Edition for any reason may contact our customer service department at [redacted]. Customer Service will refund the Premium Edition charge to the customer's account. They did so for this customer on 7/14/2017. Should this customer have any issues in the future she may contact me directly at [redacted]

I am rejecting this response because:The business is correct that I did not report a problem with the 8/13 newspaper however, I did have one. A message was left on my answering machine on 8/9/17 by [redacted] and he indicated that he would be out of the office until 8/14 but would call me again this week to discuss the problem. I did not report the problem with the 8/13 newspaper because I was waiting to discuss it with Mr. [redacted]. I did receive the E section of the Sunday's newspaper however I was missing [redacted], [redacted], [redacted], [redacted] and [redacted] circulars. These particular circulars are in every Sunday paper, so unless the retailers skipped 8/13 for some reason, I did not get them. As for the missing E section, this has always been included in the paper and is listed on the front page. On 8/13 after not receiving the circulars mentioned above, I attempted to buy a newsstand copy to compare the contents, however they were out. I called Mr. [redacted] today, 8/15 and left a message and hope he will return my call to discuss further.

Revdex.com:
I have reviewed the response made...

by the business in reference to my concern, and find that this resolution is satisfactory to me.
I look forward to hearing from the Record Searchlight.   I did look at past credit card charges, and found MANY different charges.  They were small charges, which explains why I did not notice, but now I find it aggravating to see.  These small charges add up over time,  I will see if they can explain why they are doing this.  If they cannot be explained, I may contact your again. Thank you Revdex.com!

I am rejecting this response because:I want to ensure they have the correct account.  My name is not [redacted].  My name is [redacted]n.

I just responded to the business regarding this complaint. However, I made a mistake on a date. The missing contents that were different from the other papers was on 8/13 not 8/20. The paper that was delivered on 8/20 contained all sections and circulars. Thank You.

We apologize for the difficulty reaching customer service. The customer service team is experiencing much higher than normal call traffic. I have requested a customer service representative contact you directly as soon as possible.