Noggle Nation

Noggle Inc (nogglenation.[redacted]) received the above-referenced customer [redacted]plaint from your office and appreciates the opportunity to respond.Specifically, the customer [redacted]plaint states that our website says that we will provide “free shipping within the mainland US”, and that “nowhere” in the website...

it states that we will invoice the customer for shipping. In addition, the customer wishes their retail account to be re-activated and changes to be made to the shipping information on our website.The following is an excerpt from the retail login section of our website providing the necessary details for shipping to a retail customer. Our checkout directs customers to 3 steps which are numbered/labeled. Below is a screen shot of the retail checkout process:Step 1: When a retail customer places an order for our products, they must enter their billing information at checkout.Step 2: States that shipping will be invoiced to the retail customer for this order. (Our pricing for retail customers is much lower, is set for wholesale, and does not include free shipping.)Step 3: The retail customer enters their desired payment method and information. The customer placed their order on 03/07/2015. On 03/09/2015 several emails were sent requesting additional information from the customer to verify they were a retail customer and to provide the customer the information on shipping. Our standard procedure for verifying a retail customer is to gather information on their retail store and location. The customer did not provide the required information, and as a result of the lack of information we deactivated her retail account that had been set up in September but had not been used up until this transaction.The customer's responding emails indicated that she still did not understand our shipping process for retail customers, and she made a [redacted]ment that we were trying to “scam her”. We then decided that the issue would be better handled over the phone. However, three attempted phone calls resulted in no answer.In the interest of customer service, and because we were unable to reach the customer by phone, we decided to [redacted]plete this order without the additional shipping charge, and we did not send her an invoice for the shipping.Below is the shipping confirmation and proof of delivery (with the customers personal information removed):Our [redacted]pany has a continued process of reviewing our website to provide good customer service and the most up to date infonnation on our products, policies and procedures.  We are always interested in hearing customer [redacted]ments and feedback. We sincerely hope this explanation will help clarify the issues in the customer [redacted]plaint. In your response to the customer, please indicate that we can activate a retail account and would wel[redacted]e the customer as a retail customer, after receiving and verifying the information we requested.Feel free to contact us directly at [redacted] or  [redacted]. We are happy to help.

Noggle Inc (nogglenation.[redacted]) received the above-referenced customer [redacted]plaint from your office and appreciates the opportunity to respond.Specifically, the customer [redacted]plaint states that our website says that we will provide “free shipping within the mainland US”, and that “nowhere” in the website...

it states that we will invoice the customer for shipping. In addition, the customer wishes their retail account to be re-activated and changes to be made to the shipping information on our website.The following is an excerpt from the retail login section of our website providing the necessary details for shipping to a retail customer. Our checkout directs customers to 3 steps which are numbered/labeled. Below is a screen shot of the retail checkout process:Step 1: When a retail customer places an order for our products, they must enter their billing information at checkout.Step 2: States that shipping will be invoiced to the retail customer for this order. (Our pricing for retail customers is much lower, is set for wholesale, and does not include free shipping.)Step 3: The retail customer enters their desired payment method and information. The customer placed their order on 03/07/2015. On 03/09/2015 several emails were sent requesting additional information from the customer to verify they were a retail customer and to provide the customer the information on shipping. Our standard procedure for verifying a retail customer is to gather information on their retail store and location. The customer did not provide the required information, and as a result of the lack of information we deactivated her retail account that had been set up in September but had not been used up until this transaction.The customer's responding emails indicated that she still did not understand our shipping process for retail customers, and she made a [redacted]ment that we were trying to “scam her”. We then decided that the issue would be better handled over the phone. However, three attempted phone calls resulted in no answer.In the interest of customer service, and because we were unable to reach the customer by phone, we decided to [redacted]plete this order without the additional shipping charge, and we did not send her an invoice for the shipping.Below is the shipping confirmation and proof of delivery (with the customers personal information removed):Our [redacted]pany has a continued process of reviewing our website to provide good customer service and the most up to date infonnation on our products, policies and procedures.  We are always interested in hearing customer [redacted]ments and feedback. We sincerely hope this explanation will help clarify the issues in the customer [redacted]plaint. In your response to the customer, please indicate that we can activate a retail account and would wel[redacted]e the customer as a retail customer, after receiving and verifying the information we requested.Feel free to contact us directly at [redacted] or  [redacted]. We are happy to help.