New York Folklore Society

Please pass my comments to Swags Galore. I did receive their email stating that $131.98 was credited back to my account.  Will I see this credit when I make a purchase?In the comments from Jim Herring, he stated that he believes that Jim Cr[redacted] and I have spoken via phone regarding my order.  I have never spoken to him nor have I received any communication from Swags Galore.  I believe what prompted the email from their webmaster to me  on 7/1/2015 was my intent to file the complaint with the Revdex.com if I did not receive a response.  It is very frustrating when no response is received to emails that I had sent prior to the one on 7/1/2015.  And even more frustrating is to call the phone number and get the message that the number is no longer in service.  The correct number should be put on all websites, including the internet yellow pages.The bottom line in all of this is that  all companies that provide customer service should provide customer service.  If I would have received a message stating that it normally takes ten business days to process a return, then I would not have submitted my complaint to the Revdex.com.  Communication is key to all consumers.  I hope Swags Galore takes my comments seriously and will make necessary changes to their customer service department.   
Regards,
[redacted]

Revdex.com/[redacted] -An email was sent on 11/3/15 by our receiving warehouse to you at "[redacted].com" indicating you have a store credt of $89.94 on-file with us and ready for use at any time. I am sorry to hear you are unsatisfied with our return policy (click here to view) however it is our...

company's policy and we unfortunately are unable to offer full refunds except in cases of defective items, or errors on our part in the delivery of the order. Please feel free to contact me directly at any time and I will be happy to assist you in using your store credit for any items at all that you'd like.Best regards,J. H[redacted]General Operations ManagerSwags Galore Inc.###-###-####[redacted]@swagsgalore.com

[redacted]/Revdex.com -We have responded to each of your email communications in a timely fashion; I do apologize for the long backorder due to the manufacturer failing to meet demand (as you were advised many times) however per your request, a refund check was issued yesterday, 1/14/16, and is en route to...

you.Best regards, J. H[redacted]Swags Galore [email protected]

[redacted] -After speaking to our warehouse general manager in Pennsylvania, it appears there's been some miscommunication between the two of you. The emails we have on record from you between 8/2 - 8/11 indicate that our warehouse advised you that the [redacted] Lace items were on backorder due to the...

manufacturer suffering a shortage and failing to supply us in a timely fashion; our warehouse inquired as to whether you would like to receive all in-stock items immediately and then be shipped the balance of the order as soon as the products are restocked by the manufacturer. According to the email string of communication, you did not indicate you wanted to cancel the order, or that you wanted partial shipment of what we did have on the shelf at the time. According to our warehouse, as of 9/1/15 we have not received a response to our last email from you, inquiring as to what you'd like to do regarding your order.Miscommunication regardless - we are expecting to get the [redacted] Lace (the backordered items) back on the shelf by the end of next week; at which time we will absolutely ship your order out ASAP, as you are one of many awaiting this product to come back in stock due to the manufacturer causing such a long delay.Please let me know if you would like one of the following to occur, and I will see to it that it happens:1. Refund & Cancel your order in full immediately2. Ship you the items we do have on the shelf right now, and ship the remainder of the order once it is back on the shelf, as soon as the manufacturer restocks us3. Wait to ship the order until it can all ship together at once, after the manufacturer restocks usBest regards,Jim H[redacted]General Ops Mgr.Swags Galore Inc.800-439-0323 x [email protected]

[redacted] -I apologize for any miscommunication; it looks like our ware had tried to reach out to you via email though it appears our emails either did not reach you or may have gone into your spam box. Regarding your order, the shipment was cancelled as we ran out of stock on the curtain rods...

you ordered the day your order was placed; the manufacturer ([redacted] Rods USA) has a re-stock shipment on it's way to us and it should arrive today. We will have your order shipped ASAP as soon as the product is on our shelf today; If you'd like however I can immediately cancel & refund your order today.Best regards,Jim H[redacted]Swags Galore Inc.[redacted]@swagsgalore.com###-###-####

From: [redacted] <[redacted].com>Date: Wed, Dec 2, 2015 at 2:57 PMSubject: ID [redacted] Swags Galore complaintTo: "[email protected]" <[email protected]>Please close this complaint.  I did receive my order – but I never received any type of tracking information or call. The tracking information continued to state “pending.” It stated they ship in 24 – 48 hours and it took  a week to get the order. [redacted]

RE: Complaint & Return Policy While Swags Galore recognizes the frustrations often caused by manufacturer backorders and discontinued products, in this particular instance there appears to have been a great deal of miscommunication between our corporation and the customer. While we are not...

interested in assigning fault to anyone in particular for miscommunication, on our end our records indicate the customer desired an order cancellation and refund for her second order, given as we were unable to fill the order. As such, we attempted to take the best course of action possible, by refunding the customer for items which we could not provide due to the manufacturer.It is our policy by default to rapidly refund a customer we are unable to fulfill in the case that they request a refund, or we are unable to contact them/get a response from them. We feel this is the right thing to do in either case, as the customer's money is theirs to do with as they please, not ours.With regard to the customer's complaint RE: our return policy period, for business reasons and otherwise, we find thirty days to be a reasonable and industry-standard period outside of which to restrict returns of any kind, per our policy as seen on our website (http://www.swagsgalore.com/return-policy.html) and included with our products when shipped to the customer. Again, we are not interested in any sort of back-and-forth he-said/she-said arguments with our customers and we feel we make every effort to satisfy our customers within reason, this particular customer became verbally combative via phone when advised of our return policy; as such the conversation was unable to proceed in a direction pleasing to the customer.Clearly, there was a misunderstanding with this customer, however neither the customer nor Swags Galore Inc. are in a position to substantively argue who said what to whom, when, and so forth - as such we conclude that we have done right by the customer in refunding her money due to inability to fill the item, and we also feel we are within reason in terms of enforcing our reasonable return policies. We understand this is frustrating and inconvenient, however we ourselves are at the mercy of our suppliers & manufacturers from time to time, and as a retail business we are restricted to reasonable means of accommodation in the course of business which we have conducted rationally and properly.As such we do not feel we must make an exception to our industry-standard policy to issue this customer a refund/return out-of-period.Best regards,J. H[redacted]Swags Galore Inc.###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Jim H[redacted]@swagsgalore.com via [redacted].com 9:13 AM (23 minutes ago)Swags Galore Order # [redacted] has been refunded in full due to miscommunication with customer/cannot fill order, refund amount $130.41 Best regards,Jim H[redacted] / Web Operations...

Manager[redacted]@swagsgalore.comSwagsGalore.com Office: ###-###-####[redacted], Lakeville PAwww.swagsgalore.com

[redacted] -The manufacturer of your products has responded and claims they shipped your product via UPS tracking number [redacted] which went out this week; please advise if you would still like the order to be cancelled/refunded and I will get it taken care of. Our records indicate you...

were notified of the backorder though we received no response as to cancellation of the order, etc, I apologize if there was any miscommunication on our staff's part.Best regards, Jim H[redacted]Swags Galore Inc.General Ops Mgr.###-###-####[redacted]

[redacted] -Due to our inability to fill your order in a timely fashion, and a lack of response from our attempts to communicate with you via email, your order was cancelled and refunded some time ago. Your order was refunded in full via transaction # [redacted] on 9/10/15. We do...

apologize for any inconvenience this may have caused, however we consider it mandatory to refund our customers in cases where we cannot fill their order and also cannot make contact with them.Please feel free to place another order on the website or shoot me an email directly if you have any questions.Best regards,Jim H[redacted]General Operations ManagerSwags Galore Inc.###-###-####[redacted]@swagsgalore.com