NuSound Hearing Center, LLC

We are terribly sorry for the troubles you encountered retrieving this orderIn UPS started using access points to safely leave packages if the recipient wasn't home on the first delivery attemptBusinesses have no choice in whether UPS uses an access point or not, and while most recipients find access points more convenient, certainly not everybody doesMore info on access points here: [redacted] I've posted a $refund to your cardPlease give your bank a day or two to apply this refund to your balance.Thanks for bringing this to our attention!

We're so sorry for the frustration and confusion we've causedWe are more than happy to send you a prepaid return label if you’d rather not keep the pillow and we’ll process a refund once the pillow is received in our warehouseWe tried to be crystal clear in our item copy that the heart pillow was double-sided and that only the heart pillow was going to be shipped for $In the second/middle thumbnail image on the item page, it shows that the pillow is double sidedThe third thumbnail image shows the heart-shaped pillow as well as the square pillow and there is a link in the item copy to the square pillowLastly, there is a note on the bottom of the item copy that indicates that the pillows are sold separatelyPlease let us know how you’d like to proceedWe’re looking forward to hearing from you! [redacted] ###-###-####

We’re so sorry that you didn’t receive an email confirmation that your order was canceled! It’s true that we don’t assign confirmation numbers to canceled orders, but we do (typically) email customers to confirm that we’ve canceled the orderWe’ll follow up with the representative who canceled your
order to reiterate the importance of this practice.We voided your transaction in our billing system immediately after canceling the orderIt sometimes takes a bit of time for the bank to remove a charge from a customer’s account and sadly, we can’t predict how quickly or slowly a given bank will actVoiding a transaction tends to speed up the process of getting customers’ funds returned vsposting a creditI can confirm that we have not charged you for anythingWhen a transaction is voided, the charge is simply removedPlease let us know if there’s anything else we can do for you!Tell us why here

When a customer chooses an item that is not available to ship right away, we explicitly state that the item is on backorder on the item page and customers are notified again before continuing to checkoutWe are actively working on providing this information again in our email confirmations and
throughout every step of checkoutThis customer contacted us on 3/**/to cancel her order and she has been credited in full

Oh no! We had no idea that your reshipment was being returned to us - we're sorry to hear that! Thanks for letting us know about that problemWe verified that the address provided was indeed still incorrect but we did a bit of sleuthing to get the correct address and a new reshipment will be on the
way from the artist shortlyWe're so very sorry that this awesome gift has been so delayed

We are terribly sorry for the troubles you encountered retrieving this orderIn UPS started using access points to safely leave packages if the recipient wasn't home on the first delivery attemptBusinesses have no choice in whether UPS uses an access point or not, and while most recipients
find access points more convenient, certainly not everybody doesMore info on access points here: ***I've posted a $refund to your cardPlease give your bank a day or two to apply this refund to your balance.Thanks for bringing this to our attention!

We are so incredibly sorry for the lateness of this order and our lack of communicationWe've contacted the artist and have received a new shipping date (we'll follow up with the customer directly with this information) and we've taken care of all necessary creditsThis order brought to light some
operational deficiencies that we are now addressing so that other customers don't have this same experience

We're so sorry about this! We completely agree that we cannot expect our customers to know the years that coins are minted and we should have done a better job of communicating which years were actually availableWe're terribly sorryThis customer was credited $on December *, via ***

We're so sorry that you had this experienceWhile the date the order was placed (May *) was after our Economy shipping cutoff for Mother's Day (April **), your order should have arrived on May ** but we see that it arrived on May **We have credited your gift boxing and shipping fees for this
lateness.We are also making it more obvious in checkout when a particular shipping method won't get the order to the destination before a holiday like Mother's DayThis holiday-specific messaging will begin to appear for Father's Day 2016.Thank you for bringing this issue to our attentionWe're so very sorry that your order arrived late

Clearly we have some work to do to make it more apparent that an item is on backorder and not available to ship immediately and we're terribly sorry that we haven't done a good enough job hereCurrently, when an item is on backorder and not available to ship immediately, there is a notice on the
item page (directly under the 'add to cart' button) which indicates that the item is on backorder and lists the date that the item will shipDuring checkout customers are presented with a message in red next to the backordered item's name reminding customers that this item is on backorder and is shipping at a later dateThe backorder date is also listed hereAdditionally, customers are asked to choose whether they want to wait to ship the rest of the items in their order until the backordered item is in stock or if they would prefer to ship items as they are availableThis customer chose to ship items as they are available and the rest of the order was shipped within in hours of the order being placedThis customer has requested that we cancel the backordered item from his order and we took care of that immediatelyWe're so sorry for the problems we've caused! It was not our intent to mislead any of our customers and we will be looking into ways to better communicate when an item is on backorder

We're so sorry for the frustration and confusion we've caused. We are more than happy to send you a prepaid return label if you’d rather not keep the pillow and we’ll process a refund once the pillow is received in our warehouse. We tried to be crystal clear in our item copy that the heart...

pillow was double-sided and that only the heart pillow was going to be shipped for $45. In the second/middle thumbnail image on the item page, it shows that the pillow is double sided. The third thumbnail image shows the heart-shaped pillow as well as the square pillow and there is a link in the item copy to the square pillow. Lastly, there is a note on the bottom of the item copy that indicates that the pillows are sold separately. Please let us know how you’d like to proceed. We’re looking forward to hearing from you! [redacted] ###-###-####

We're so sorry that it wasn't clear that only the utensils were being ordered. We tried to make this clear but it's obvious that we need to do a better job. Our team is hard at work to correct this for all other customers. We've sent the customer the plate.