North River Outfitter Online

***, that will absolutely work as a form of cancelationWe will notify the Accounting Department of your submissions and have them be on the lookout for your requests. We thank you for your efforts and look forward to resolving this matter for you. Thank you,North River Outfitter Online

***, if you would please reread the last correspondence with you via Revdex.com, you will read that we have asked you what you would like to do and we would accommodate your request We cannot make the choice for you, so we are patiently awaiting your response to our previous correspondence That will conclude your complaint and have your matter resolved. -North River Outfitter Online

***, We are currently looking at your order now, you are in the system- the receptionist you spoke with heard your information wrong and can confirm you two spoke. The vendor you are speaking of is ***, they currently have multiple ordered open with us, as they might not have
received yours yet, within our records it is to be made. Your order will continue to read "Awaiting Fulfillment" till the item is created and delivered to us where it will then read "Awaiting Shipment." Once it is being delivered to you, it will then read "Shipped." As for the lead time for these orders, it clearly boldly states on our website just above where you select the size, quantity and click "Add to Bag" that there is an 8-12-month lead time due to high demand of these products that are handmade in the UK (please see attached screenshot). Again, as these are handmade to order, we cannot immediately deliver the product, but will gladly send you updates on the production status of your order as we receive them ourselves from ***. As for it taking time to reach someone to speak with, please remember it is the holiday season and we are a retail store therefore we have a very high volume of online and over the phone orders to address as they come in and await their place in line- we check our email accounts and voicemail's hourly and try to address any matters as soon as we possibly can. Best, NRO Online

***, Customer Service does have emails where they have corresponded with you and stating that they are processing your refund as quickly as possible. North River Outfitter Online does not sell items that they do not have in-stock, but as it happens- with many stores, items sell out frequently before they are able to ship them out. They then wait for the vendor to supply with more and ship out as customer names are reachedAs for your emails, none of which are politely asking for a refund, but demanding, are reviewed and responded to when they themselves receive updatesThere are no records of an online chat, but there will be a review further into the phone calls to make sure they were screened and notedThe list, as was mentioned is to make sure they do a certain amount whenever they’re requested so that no one is skipped over and everyone receives their request. Again, and this cannot change for the fairness of other, you will be addressed as your name is reached. It is not right to move your name ahead simply for turbulent behaviorYour name will reach the top when it’s time- which is not too much longer. Please be on the lookout for an email when your request is reached and processingNow, you may call NRO a scam if you wish, everyone is entitled to an opinion. Thank you for your continued patience, NRO Online

Customers order has been cancelled and we are in the processes of refunding the money due for items that we were not able to ship

The money has been refunded to the client and a copy has been sent

We have responded to this customer via review once before. We would like her to reach out to us since this is not an appropriate platform to exchange information. This is our pervious response to this customer: G***, we are very sorry to read that you had such a negative
experience with NRO and the customer service. During the Holiday Season, it becomes difficult to respond to every request immediately and often during the season, suppliers find it difficult to keep up to speed- though it is not an excuse. Please know that your complaint has been discussed, noted and acted upon. NRO is under new management and is being transformed. It is our hope that with these new changes we are able to better service our clients in-store and online. Please accept our apology about your extensive experience, and thank you for bringing this matter to our attentionWe are truly trying to better NRO as a whole for you, the customer. If you should like to speak to someone, please feel free to give one of our stores a call to discuss further- as we are changing we are trying to be more responsive to our clients’ needs and concerns. This type of review is nice to receive, even for the rating given. It will allow the new foundation to be laid accordingly and to improve all around. -NRO Client ServiceWe have asked the staff at all locations to be aware of her attempting to call and to take down her information and request. Then to immediately forward it to the finance department and their manager. We do understand it has been frustrating trying to contact someone, but as stated- we are being taken over by new management and the process has begun to shape with customer service and their response time. All requests are being processed as fast as we are able to take them, some are just taking more time than others- but are just as important to take care of as the next

They may reject the claim as wished. But this will not change the fact that the information provided before, 3/29/is correct and is how the process is going to peruse. When the new management was placed, there where older matters that were not brought forth right away, hence why we were not notified of this issue before. Patience is key. -NRO Client Services

We have record of her chat today, 4/3/and has been sent to the Finance Department. We are not giving her the run around, but simply letting her know of our policies and that the process is taking longer than expected (as stated in her chat this morning). We have contacted her via email stating that we have come across an issue with one of her orders, that one was disputed by the customer with their credit card company. We have no control once this type of request has been done. In regards to her second order, again, we have emailed her to discuss her request. We ask for patience during this process and to please check her email. -NRO Client Services

***, if you would please cancel your order online via *** (where you have been checking the status of your order) that will get the process started with us. We are not permitted to cancel your order ourselves, being that this was discussed outside the *** platform. I will notify the Accounting Department of your request, and to be on the lookout for your request. Please allow the process up to days to fully complete your request once submitted via BigCommerece. They will send you emails as the process takes it's steps. Thank you,North River Outfitter Online

***, thank you for bringing this to our attention. We will address this matter with the Shipping Department today, please be on the lookout for a follow up email within the next day. Thank you,NRO Online

Please be advised that the online management has been notified of this matterAs for the refund for your Omersa Hippo Handcrafted Leather Footstool, we sincerely apologize but this item is classified as a Custom Order in which it is ordered and then the request is sent to Europe for
creation. Being that this item is a custom order, a refund cannot be processed. For this is not an item that the general public will purchase at a rate- hence the allure of said item. We deeply apologize for the inconvenience

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The complaint was closed when the business responded, on April 25, 2017, asking that I allow "two weeks for the processing of my request" for the refund of $126.90. I did not receive the refund and, therefore, on May 15, I sent an email to *** to follow up. I did not receive a response and sent follow up emails on May and today, May 18. Still no response
Regards,
*** ***

We have received one message from Mr***, and this contact information and message have been forwarded to the correct department for further contact His request was added to the contact list, and once his name is reached on the list of persons to contact he will be contacted via personnel We estimate by the middle of this week, pending the implement weather the East Coast is expecting We are trying to contact customers as quick as possible to resolve their matters and provide a better quality of service.3 Thank you, NRO Client Services

Revdex.com:
I have reviewed the response submitted by
the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved PROVIDED THE BUSINESS FOLLOWS THROUGH WITH THEIR RESPONSE.Yesterday, I received an email shortly after filing this complaint stating that the company was still awaiting shipment from the vendor and would ship the item within a week and expedite the shippingAfter I received this letter, I received another email stating Per your Revdex.com complaint, you requested a refund for your orderPlease confirm that you are willing to wait for the order and we will keep it, otherwise we will certainly be willing to issue a full refundI contacted the company today and told them I wanted a refund but also wanted to know when and wanted written documentation of thisOnce the company fulfills my request, I will accept its response.
Regards,
** *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The business contacted me finally days agoI asked for a check for the refund because my credit card was expired alreadyThey accepted but till now there has not any follow up neither I have received the checkAs the business mentioned they are short on staff, but they definitely has enough labor to deleted my comments on ***, besides, they blocked me from those social media. Regards,
*** ***

We apologize for any inconvenience this may have caused in receiving your items We have refunded your money on 1/9/

We have records of an Online Chat from 3/21/stating that someone would be in contact with Mr***, and that his information was being forwarded to the correct parties for further contact. He then exited the chat, no indication of him acknowledging what was
stated. As we were trying to explain to the customer before the chat was ended, NRO is under new management and the refund process is taking a little longer due to having to double check records to cover all bases, as well as shipping items. We are receiving product everyday and have to double check to make sure items are not being double sent. The information was sent to the correct contact where they have covered the matter and have corrected such issues. If the customer has any concerns, they are free to chat, email or call *** and leave a message if prompted. We understand that this is a stressful time, but we ask that customers be patient as the new management comes in and new procedures take place. This is not an sppropraite platform in which to ask for more information to better assist in this matter. Mr*** will be contacted as soon as possible, patience is needed. -NRO Client Services

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
As requested by NRO, I contacted them and left a detailed message Saturday with all information that they could need regarding a refund To date, they have not responded to my call or processed my refund.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
This is not about "demanding" something This is about the principle of a business fulfilling its end of a transaction Our money was accepted and held for the last months with ZERO communication as to the status of the order Had we not badgered our follow-up, we likely would have received nothing TERRIBLE BUSINESS All online reviews state the same experience and I wonder if anyone else has pushed this hard I have contacted the TN State Office of a consumer Affairs to understand what is legal in this case It would be one thing if there was effort to communicate of even halfway decent service provided in this process, but none of that has happened Instead, we have been burdened by jumping through hoops to get answers I do not care about past ownership or transitions We paid for an item that we should have received Without any indication of delayed shipping times or backorder, it is our right as a consumer to receive what we paid for The item is most definitely still made and in circulation at many other retailers That is not a sufficient excuse. Regards,
*** ***