NorthCoast Hotel Liquidation Specialists, Inc

I am writing in response to the letter you sent me regarding Ms. L[redacted].Ms. D[redacted] visited our store July 28, 2016 wishing to send a set of keys to her son who lives in Sandpoint, Id. Isabella, one of the owners, took the order and unfortunately forgot to notify Ms. D[redacted] that all orders...

shipped next day air on a Friday by UPS or FedEx will automatically have a Monday delivery date. UPS and FedEx both charge an extra fee for a Saturday delivery. She was charged a next day air fee, therefore he Monday delivery.Ms. D[redacted] came into the store Monday to tell us that her son did not receive the keys. Isabella immediately apologized to her and informed her of what happened. She also told her that she will have to discuss the matter with the other where Bob and will get back to her the following morning. Ms. D[redacted] was told that because of the inconvenience this caused her we will give her a $20,00 courtesy refund. She was happy to hear that it the time.The same day early afternoon UPS called Hailey, an employee of Mail Plus and told her that Ms. D[redacted] called them and was complaining to them about a shipment. UPS also informed us that because of the address location of her son they Do NOT have a Saturday delivery to that address. Hailey immediately called Ms. D[redacted] to see if she can assist her, however Ms. D[redacted] was very combative and told Hailey to call her regarding her refund within ONE HOUR. Isabella was gone for the day and Hailey and Bob were not informed to completely about the situation....between the two of them guessing what might have happened they figured out the difference between an overnight and Saturday shipment, thus Ms. D[redacted] was quoted an incorrect amount for the refund. If, Ms. D[redacted] would have waited till the following morning like Isabella asked her earlier, there would not have been a misCommunication regarding a refund.Ms. D[redacted]'s keys were sent Friday as an overnight shipment and that is what she was charged for. Because of this inconvenience to her we feel that a $20.00 courtesy refund was fair. Also both UPS and FedEx have only one pickup per day for overnight shipments and that is at 4pm. She was not told that the tracking number would be sent to her at sprin as once UPS scans the label, tracking information automatically goes to her email...per her letter when she checked her email at 4:30 the information was therë.Ms. D[redacted] did come into Mail Pius; or the $20.00 refund and was very rude to Hailey, slammed her credit card into Hailey's hand, which it turn slammed Hailey's arthritic sore hand onto the counter and told us “This is a Sy way to do business".We at Mail Plus are offended by Ms. D|[redacted]'s accusations that we are dishonest and we cheat and lie to our customers as we pride ourselves as of having a long list of loyal customers.We never fied to Ms. D[redacted], howev or, an honest mistake was made and an immediate apology with a courtesy refund already given to her.The allegations which she is making a  very serious and are untrue accusations and because of that we do not take it lightly.

Our first letter to you contains the truthful explanation of the situation we have with Ms. L[redacted]. The facts are as is and we cannot change it. -A couple things that stand out in her first letter:1. Why go to another UPS store first "just for information” before coming to Mail Plus to talk with us. 2. Why call UPS right after she came here to resolve the situation. What was she hoping to accomplish by calling them? 3. Why, when she talked with Hailey did she give her only ONE HOUR regarding a refund. Yes, Hailey did say Ms. D[redacted] was combative in the phone and her sore hand was slammed onto the counter. The Revdex.com is welcomed to talk with Hailey to confirm this.By the actions Ms. D[redacted] took above we feel she was prejudiced against our business and we feel that we were guilty in her eyes NO MATTER WHAT and no matter what we do she will not be happy.We do understand that Ms. D[redacted] was unhappy about the keys not getting to her son on Saturday, however, UPS did tell Hailey that the DO NOT have Saturday deliveries to that address. We accepted responsibility for our mistake and an immediate apology was given to her. We did not lie to her, we did not cheat her out of anything, we just made a mistake that she is not willing to accept.My husband and I have run success', I businesses for over 30 years and we pride ourselves on great customer service and having the resopect of all the communities we have serviced.Thank you,Mail Plus

Complaint: 11611729
I am rejecting this response because: The response made by the business in question is so distorted and falsified that I don't understand how these people can remain in business. It is difficult to reply to all the comments Mail Plus ([redacted]) made in this short time frame you have allowed me. These people made accusations about my actions that are completely untrue and exaggerated. They made allegations about my actions and me in particular. I do not enjoy complaining, but I also do not feel it is right to be vilified as they have done me. They did lie to me and their response is an extension of those lies, now bringing in their emploee H[redacted] to make their false points. She was very sweet and apparently helpful. I don't understand the comments about me injuring her with the way I put the credit card down. That is absurd! AND I was NEVER told about a $20 refund, but that Isabelle would talk with [redacted], implying he was the owner. Then on the last day I was there he said she is a co-owner, so they are playing that situation to their benefit. This whole situation disturbs me greatly, and I am not one to make false accusations or threaten people unless I am "pushed to the wall" which I feel has been done in this case. I will agree that I told them it was a [redacted] way to business, which I still contend. I was initially not the least bit "combative" until I found them to be lying to me.,
Regards,
[redacted] D[redacted]

Complaint: 11611729
I am rejecting this response because:
Regards,
[redacted] D[redacted]