Online Stores Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.For this matter to be resolved, I would like the company to pay for shipping fees as the item was defected when I received it.  I would have returned it within the return policy but I did not even use it until around March or April, 2017.  I wouldn't even think that they would send something defective so why would I check to see if it leaked?  Especially so much (one-half cup)!!  I don't feel I'm being unreasonable as I am only asking that they pay for shipping each way.  It seems only fair to me.  How would one know that a teapot leaked that much until they used it?  I don't understand why this is so hard for this company to understand.
Regards,
[redacted]

This product is still out of stock. The color that the customer ordered is brown.The site clearly shows that brown cannot be ordered in the 2 sizes that the customer requested only black is showing available to order. As far as the pricing, they change without notice. The current price on our site...

is $69.99. The customer is making reference to a price from April of 2015. Also at that time the product in the color brown could not be ordered. Our system only can hold back orders for 30 days and are automatically canceled. The customer does receive an email when the back order is canceled so they are aware. What I can do for this customer is offer a 10% discount WHEN the item is back in stock. At this time there is no ETA from the manufacturer so it may not be until sometime in Q1 of 2016.I have also copied the disclaimer information clearly listed on our website. Inaccuracy DisclaimerFrom time to time there may be information on our web site or in our
product fliers that contain typographical errors, inaccuracies, or
omissions that may relate to product descriptions, pricing, and
availability. Online Stores, Inc. reserves the right to correct any
errors, inaccuracies or omissions and to change or update information at
any time without prior notice (including after you have submitted your
order). Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Advertise at a bargain price and not know when the order is placed that the items are out of stock.  They attempt to provide that status to their customers when they use the "self-service" process without a sales representative.  I can't help believing the items were misrepresented in their advertisement and my order brought it to their attention of their advertising error (I would think Revdex.com should be concerned with false advertising).  Offer a 10% discount actually cost me more since one coat by itself requires I now pay shipping- where I was offered and they placed the order for two coats -and free shipping for about the same price.  When the order was made by the sales rep, I believed I had a contractual responsibility to make good with a payment for that transaction.  The company must have considered this as well or they would not required payment in advance..... a valid credit card to receive charges.  If not, why don't they offer payment when received to a satisfied customer.  We all know why because the trust level is not there.  So why should my position be any different?  They made the order (and why didn't their automated inventory system not work then) to which obligates them to make good on the order.  This company appears to default to their disclaimers that no one reads during a simple order, including their sales reps.  All I ask is for order to be provided as represented by the company.
Regards,
[redacted]

Hello,I'm writing to let you know that I have not received the shipping labels from this company yet.  They said that they would pay for shipping the damaged teapot to them as well as the shipping costs to send me a new one and I haven't gotten anything from them.  Can you please find out when they are planning to take care of this?Thank you,[redacted]

The customer was refunded for the full amount of the purchase. I am unable to refund for more than the customer was charged. Thanks

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]

The customer placed the order at 6:16pm EST. on 10/22/15 This is after our 3:pm cut off posted on the website (see below). The order shipped out 10/23/2015. Two day shipping would put it to arrive October 27th. Weekends cannot be counted nor can the day of shipping. UPS rules not our companies....

Please see below the tracking that shows that the reciever was not available to accept the delivery.Location Date Local Time Activity

South Bend,


IN,


United States



10/27/2015


7:04 P.M.
The delivery change was completed. / The receiver arranged for same-day pickup at a UPS facility.


















10/27/2015


5:08 P.M.
The receiver arranged to pick up this package at a UPS facility. / The receiver agreed to pick up the package this evening.









10/27/2015


4:23 P.M.
A delivery change for this package is in progress. / The receiver arranged for same-day will call.









10/27/2015


11:59 A.M.
The receiver was not available at the time of the first delivery attempt. A second attempt will be made.








10/27/2015


4:46 A.M.
Out For Delivery








10/27/2015


1:26 A.M.
Arrival Scan








Indianapolis,


IN,


United States



10/26/2015


10:49 P.M.
Departure Scan








10/26/2015


12:21 P.M.
Arrival Scan








New Stanton,


PA,


United States



10/26/2015


2:46 A.M.
Departure Scan








New Stanton,


PA,


United States



10/23/2015


7:37 P.M.
Origin Scan








United States



10/23/2015


4:38 P.M.
Order Processed: Ready for UPS








Here is the shipping policy that is posted on the website:Shipping Times Most orders that ship ground
usually ship the same business day if placed before 3:00PM EST and the
items are in stock. Orders that ship economy will ship within two
business days if placed before 3:00PM EST and the items are in stock. Expedited Shipping Information: Deadline for orders requiring Next Day, 2 Day, or 3 Day delivery is
3:00 PM EST (Eastern Standard Time) for items in stock. Expedited orders
placed after 3:00 PM will ship by the end of the next business day for
items in stock. Next Day, 2 Day, or 3 Day orders placed on a Friday
after 3:00 PM EST will ship the following Monday. Shipping
costs are calculated at time of checkout by our shopping cart, based on
the weight of your order and the method of shipment.We ship to all US States, US Territories, and to Canada only.                                     �...⇄ have shipped the package as promised therefore no refund can be given.

Our website clearly states that that free shipping is economy shipping and takes 2-3 days to process and up to 10 days to deliver. The customer does have the option to pick another method at checkout if desired. However I tracked this package and it is at the local post office for delivery. Below is...

the tracking information.12/23/2014 - Tuesday 6:21 amAt U.S. Postal Service facility[redacted]Arrived at local Post Office - Allow one to two additional days for delivery3:32 amIn transit[redacted]In transit to local Post Office - Allow two to three additional days for deliveryIf the customer does not want the package she may return it without any additional charges.

We do apologize,  we have issued a full refund for the spoons.  However we still have not received any pictures of the spoons showing the item tarnished.    Please forward the pictures.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. On-line order 3-14-15...

Saturday.   Online indicated item would ship in 5 – 7 business days and credit card would not be charged until product shipper. Waited until 3 -24 7 business days,.   Called customer service told that item was back ordered until mid May 2015.     On 3-24 told them to cancel order and customer service person sent me email confirming cancel. The next day 3-25-14 my debit card was charged the 96.00 dollars even though I received email that order was cancelled and they had shipped the item but did charge my card. Called and spoke to customer service 3 times and each time was told order was cancelled and that they would refund my debit card and that might take a few days. I filed claim with Revdex.com and was called by customer service and told refund would take a few days. This company charged my debit card after cancelling my order.    This company charged my credit card and had NOT shipped the product.   It took several calls to customer service, at least 30 days, and a claim file to the Revdex.com to resolve this problem Very bad experience and considering the time, the multiple calls and speaking to customer service, and having to file a Revdex.com claim I would advise all to avoid doing business with this company.     They displayed bad business ethics and were unable to provide a timely and honest resolution to this problem until the Revdex.com claim

Below are all of the notes and a copy of the email sent to the customer. I can verify all being true I listened to the entire phone conversation.Itook sup call from [redacted].  Customersaid that this is the 1st time she had ordered from us.  Customer was upset that we took so long topartial...

ship her order.  Customer claimsthat she got the email about the kit kats being backordered but not the emailoffering to sub or partial ship.  Advisedthat we had sent both on 11/26 and verified the email address which iscorrect.  Customer could believe that wewouldn’t call her about the BO.  Told herthat we are an online company and we email all of our customers.  Advised that we took it upon ourselves topartial ship the order anyways since she did not get back to us which was at noadditional cost.  Advised that wenormally do not partial ship unless if cx requests.  Advised that the kit kats came in sooner andare in process to ship to her.  Told herthat the website would have shown that this item was on BO.  Customer said that she is not satisfied andthat she wants a $10 refund.  Advisedthat I would give her 10% off the order only because she had already gotten a10% off with the coupon she had used. She said that was not good enough.  Customer told me to have ahorrible holiday and called me an [redacted] Customer then hung up on me. Hereis a copy of the email that was sent to her on 11/26 and the customer didverify that it was sent to the correct email address. Subject:Order information from Online Stores, Inc. Dear[redacted], Thankyou for your order!  We are currentlysold out of the Nestle Kit Kat - 1.7oz (48g) that you ordered.  We sincerely apologize for anyinconvenience.  We have this item onorder and we are expecting it to be back in stock Dec 17 Thereare three options that I can offer you. Please let me know which one will provide you with the best service. 1)  Hold your order and ship it complete when theout of stock merchandise arrives at our warehouse. 2)  Ship part of your order for which we havestock available (if applicable), and ship the remaining merchandise when itarrives at our warehouse. 3)  We can offer you a different product. Pleasecall us back at ###-###-####.  Ourcustomer service department is available Monday-Friday 8 AM – 7 PM EST and 10AM-5PM EST on Saturday, or a message can be left on our customer service lineafter normal business hours. You can call us any time today, tonight, includingthe overnight hours, tomorrow all day, or tomorrow night overnight.   Pleasedo not reply to this email, send all replies to"[redacted]", and reference your order number"[redacted]" in the subject line.  Sincerely,  OnlineStores, Inc.Phone:###-###-####[redacted] Ouroffer still stand for 10% off which is a total of $4.51 even though thecustomer said no. We did process the customer’s order and even shipped apartial order as a courtesy even though the website clearly stated that one ofthe items were on backorder. The customer was informed on 11/26 that her otheritem was on backorder. Please advise if the customer wants the 10% discount andI will credit her card. I cannot do so without the customers approval. Thankyou [redacted]Sales ManagerOnline Stores, Inc.###-###-####[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the response with the caveat that I am doing so only because it is apparent that it's futile to do otherwise.  I no longer have the printscreen of the way their header appeared on the date this matter occurred.  At that time, [redacted] acknowledged that there was no indication that there was any restriction to the free shipping offer on that header. I would not have "insisted" that my purchased be shipped at no cost if it had been otherwise. I can honestly say that I recall no notation  "restrictions apply" at that time. If it had been there, I am certain that I would not have taken my dissatisfaction this far - and that their representative would not have acknowledged the absence of clarification on the header and stated that she would request that clarification be added. Those comments - admittedly paraphrased here - occurred during our live chat interaction. I will own the fact that I did not see any restriction language on the individual item screen but I wasn't looking for it either. I made my selection, updated the screen and did not look further. At that time, I didn't feel the need to do so as the header did not alert me to the potential for exceptions to the shipping offer.  Apparently I should have been more thorough. I appreciate the speed at which the Revdex.com has addressed this situation. 
Regards,
[redacted]

I am showing that these boots were delivered tracking below.[redacted] Tuesday,  05/12/2015at 6:14 P.M. Left At:PorchThank you.

I have reviewed the response made by the business in reference to complaint...

ID [redacted], and find that this resolution is satisfactory to me.  Pictures were requested by the business, but several pictures were already  sent to the contact person I originally spoke with showcasing the issue.
Regards,
[redacted]

I do apologize for the inconvenience that this has caused our customer. In many cases the reason that we cannot give a date for back orders is due to the fact that the manufacturer has not informed us as to when they will be getting product back into inventory. I have addressed the comment made...

regarding questioning our business. I can assure you that the intent was not to be rude. The message that the rep was trying to convey was that we are indeed a reputable company and that there is no need to be concerned when doing business with us we have been in business for may years. I do agree with the customer that the delivery did not come across that way.I have also noted the customers order that if they were to place an order again they will receive a 20% discount. Again I apologize for any problems that were caused.Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I shopped with this vendor for the first time in hopes of shoppingfor many years to come as stores I’ve been shopping with since 1986 before theywere online and now are online. I placed a “test” order for $45.09 since it wasa new company to me. My order wasn’t free.  After two weeks of waiting for this order, Inoticed that though I placed the order on 11/22/14, it wasn’t shipped out until12/6/14. I received no word from them, except for one computer generated emailfrom Online Stores stating an item was backordered. As a result, I sent twoemails to which I received no reply. Two days later, I sent two more emails andstill no reply, though they said they sent a human generated one. Today,12/16/14, I finally received the balance of my order, which finally completesmy purchase with them.When I called the English Tea Store, I got Online Stores andspent nearly half an hour on the phone with them all the while the customer servicerepresentative named [redacted] kept telling me they sent a human generated emailgiving me a choice as to wait for the entire order to ship, or to send apartial shipment. However, to date, I never received any such email, not in myspam box, which I check regularly or any other way. Coincidentally, I received this company’s computer generated email from Online stores informing me of adelay, but of no such option to choose and notify them.  I never received the email they showed theRevdex.com in their reply, though I did receive the computergenerated one lacking an option to partially ship also sent that same day. (See attached email received from Online Stores about backordered item but no option to partial ship offered.) Since Ireceived no human generated emails, I must assume one was never sent. Theone shown could easily have been written up to cover their lack of sending one.After tiring of going back and forth with [redacted] to noavail, I asked for a supervisor and after listening to her repeat the same info[redacted] had done, (she told me that she [redacted] didn’t tell her anything aboutour phone call,) I had to interrupt her and ask how they were going to make thingsright for me. I wasn’t satisfied and this was no way to do business: No companyshould sit on a consumer’s order for two (2) weeks before they send it out.This is not my first online shopping experience. I shop regularly with dozensof other companies without issue, especially such an issue as this. [redacted] askedme how she could make things right? She felt that shipping my partially shippedorder was a courtesy only because they noticed it was kept so long. The companykept my order. How is it a courtesy when I already paid for it? I asked for$10.00 discount on my next order in order to give them a chance to make itright, which I felt was more than fair if they wanted me to return. [redacted] shotback, “I’m not giving you $10.00.” Of course, I got angered. Anyone would have.That is, however irrelevant. Fact is, despite nothingwritten in their shipping policies or practices (see attached Policies from their website) regarding how they handle outof stock items or partial shipments, they sat on my order for two weeks withoutany proper word to me. When I called to inquire, they were not helpful at alland full of excuses. Further, I thought I was dealing with a small business inthe English Tea store, but the English Tea Store is just one “of the websites thatOnline Stores maintain.”  “They” being alarger company named Online Stores. As evidence, when I printed out my receipt,the receipt came from Smart Electronics and not the English Tea Store. When aconsumer is dealing with English Tea Store or Online Stores, who actually isthe consumer dealing with then, one must ask? I’m glad I found out their lousyway of treating and deceiving customers now rather than later when I spent moremoney on a larger order. I’m sorry but I cannot recommend this business toanyone else and I will not in good conscience be returning when there are morethan enough companies online that appreciate their customers, new and old. It’sa shame because I regularly purchase items they sell and they seem to packitems safely. However, their practices are deceiving. There is no English TeaStore. They are not a small business. In one sentence, [redacted] told me that theywere a small business. In the next sentence, when I asked why they didn’t callme since they hadn’t heard from me after they supposedly sent me a humangenerated email, she told me that they were a “large” business constantly sending/receivinglots of emails and can’t possibly call everyone. In closing, this company hasmany complaints with the Revdex.com and I wished I had looked that up before I made mypurchase with them. Be forewarned about them. You can look them up on theRevdex.com site. Choose wisely, or learn the hard way in the end,as I did. Obviously, anyone can put up a website and claim to be whatever storethey wish to be. I find it hard to believe that they are a [redacted] trustedstore.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They have refunded $45.17, the amount of the frame and lens material but not the prescription that I provided to them with detail.  That is absurd! As far as I am concerned by refunding a portion of the item they are acknowledging my complaint with half a remedy.  How can you segregate the refundable portion from one item.  I will not be satisfied until I receive a full refund.  The product is not as advertised and useless as a Personal Protective device which in itself is a liability.  They state that I acknowledged that the issue is not with the prescription; that is correct I do not.  However the frame and lenses are what make the prescription usable for the safety glass hardware.  I attached the email chain for reference. 
Regards,
[redacted]

This is the first I am hearing of this. The customer never called us so that we could address the issue. We cannot solve these issues without being made aware of them. I have reshipped the product and issued a credit of $9.70 for the shipping.

Revdex.com: I'm sorry but I did not receive the shipping label via email.  Would you mind sending it again and letting me know when it was sent by calling me at [redacted]?  It might have gone to my junk email folder which is why I never got it.  I checked this folder to see if it was there and it only went back to 5/27/17.  If you don't want to do this, it's o.k.  I accept the refund that was issued.  Thank you so much for your help with this.  I really appreciate it!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope you have a great day! 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have received the $5.00 + a pair of yellow lens glasses - thank you. However, I wish to attach the following passage that was 'left out' of the conversations that will provide a better insight as to the character of this company:Good afternoon:I just received the feedback from the Revdex.com in Pittsburgh. Included in the response is your resolution (new glasses and $5.00 refund for the shipping - thank you) was the conversation (e-mails) that took place, mostly today. You stated that you had no prior knowledge of any issue until today. I am attaching this portion of the conversation that occurred on Jan 30th. It was conveniently left out and will be added to the response that I give to the Revdex.com.     [redacted]-5493862...You sent me the wrong glasses. These are clear, not yellow. I want my $6.99 returned to my [redacted] account and if you want your glasses back, please provide me with shipping instructions (prepaid of course) and I will gladly send them back. I received the first two pair of yellow lens, black frame glasses on the 22nd of Jan. Order ID [redacted]-5493862: 3 of Jackson Safety Cudas V50 Yellow Black Polycarbonate Standard Safety Glasses - 99.9 % UV Protection - Wrap Around Frame - 14469 [PRICE is per EACH] [ASIN: B0048GZ5F2] ------------- Begin message ------------- Hello The other pair is on the way. --- Original message --- Order ID [redacted]-5493862: 3 of Jackson Safety Cudas V50 Yellow Black Polycarbonate Standard Safety Glasses - 99.9 % UV Protection - Wrap Around Frame - 14469 [PRICE is per EACH] [ASIN: B0048GZ5F2] ------------- Begin message ------------- I received one box with two pairs of glasses. Where is the other box/pair?" As you can see, the conversation from the 23rd of Jan is also in there, but not this new one!! If you are going to throw me under the bus, please have all of your facts together; I do. I was very polite and cordial until you stated that you had no knowledge of any other contact. I will wait for the refund and the glasses to arrive and at that time I will resolve the issue with the Revdex.com.  
Regards, [redacted]