I will re ship these flags one more timeWe by no means are calling the customer a liar that was not the intentI personally checked the location in the warehouse and they are Poland flagsI refunded the order because of the problems it was causing the customerThe order will go out today.Tell us why here
The customer is correct there are exclusionsShe was ordering low cost tea pots and it is clearly stated on each item if it does not qualify for free shippingBold and in red Here is the link to view the site it will not copy and past bold and color [redacted] This was also pointed out to the customer by [redacted] She still insisted that she should have the item shipped for free.Dimensions: inches length x inches width x inches height (opening of teapot is inches)This teapot does not qualify for any shipping promotionsThis is also listed under our shipping policy see below.Interruption of Service: Online stores, USPS and UPS shall not be liable for any interruption of service due to causes beyond its control, including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; acts of God; acts of public authorities acting with actual or apparent authority; acts or omissions of customs or similar authorities; insufficient information provided by a customer; the application of security regulations imposed by the government, or otherwise applicable to the shipment; riots, strikes or other labor disputes; civil unrest; disruptions in air or ground transportation networks and natural disasters.Economy shipping takes 3-business days and is not guaranteed.Free Shipping over $! Orders over $qualify for FREE Shipping Within the Continental USAThis applies to Economy 3-daysWe reserve the right to choose the shipping method based on cost.Free Shipping does NOT apply to APOs, Hawaii, Alaska, Canada, or any US TerritoryFree shipping does not apply to custom items or our low cost teapots.We also offer all UPS services including Day, Day and Next Day Air at an additional cost.Shipping Times Most orders that ship ground usually ship the same business day if placed before 3:00PM EST and the items are in stockOrders that ship economy will ship within two business days if placed before 3:00PM EST and the items are in stockExpedited Shipping Information: Deadline for orders requiring Next Day, Day, or Day delivery is 3:PM EST (Eastern Standard Time) for items in stockExpedited orders placed after 3:PM will ship by the end of the next business day for items in stockNext Day, Day, or Day orders placed on a Friday after 3:PM EST will ship the following MondayShipping 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.As you can see it is not something that is hidden the customer is made aware on every item page if it DOES NOT qualify for free shipping an in the general shipping policy just as every other web site lists this information.Thank you
Our website clearly states that that free shipping is economy shipping and takes 2-days to process and up to days to deliverThe customer does have the option to pick another method at checkout if desiredHowever I tracked this package and it is at the local post office for deliveryBelow is the tracking information.12/23/- Tuesday 6:amAt U.SPostal Service facility [redacted] **Arrived at local Post Office - Allow one to two additional days for delivery3: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
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 belowOn-line order 3-14- Saturday Online indicated item would ship in – business days and credit card would not be charged until product shipperWaited until -business days, Called customer service told that item was back ordered until mid May On 3-told them to cancel order and customer service person sent me email confirming cancelThe next day 3-25-my debit card was charged the dollars even though I received email that order was cancelled and they had shipped the item but did charge my cardCalled and spoke to customer service times and each time was told order was cancelled and that they would refund my debit card and that might take a few daysI filed claim with Revdex.com and was called by customer service and told refund would take a few daysThis 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 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
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 The main two issues I raised with this company were: 1) The address they shipped my order to is not the address I suppliedAs previously noted, the military mailing system is very strict and any mistake in address is likely to delay delivery or result in a package being returned to senderSince I needed my order here by a certain date I could not run the risk of the order being delayed or sent back and went ahead and placed an order with a different companyI initially gave Online Stores a chance to correct their mistake by writing to their customer support and explaining their error within minutes of notification that my items had been shippedThe response they sent me (as outlined in my original complaint) is that they shipped the order to the address I supplied (this is not true) and that if I wanted it shipped elsewhere I would have to place a new orderNow a week has passed and they are admitting that they shipped it to the wrong address but make no offer of shipping out an order to the address I actually suppliedMoreover, even if they sent it out today to the correct address, it would arrive too late for me to use 2) Online Stores overcharged meI find it very suspicious that I placed an order for a respected brand name American-made flag, was told it was out of stock and asked if I would accept the generic Chinese-made equivalent and then was charged more than the representative quoted me on the phone and my receipt was conveniently not sent to me (before I asked for it a second time)All that aside, in the same e-mail where I informed Online Stores that they had shipped my order to the wrong address, I also pointed out to them that they had overcharged me by not factoring in my discountsTheir response was that I was not overcharged and that no credit was dueOnly after filing a complaint with the Revdex.com (and the dispute with my credit card company) did Online Stores respond that I had been overcharged and that they had made a mistake I outlined very clearly in my e-mail to Online Stores that they had shipped my items to the wrong place and overcharged meI gave them a chance to fix it by crediting me the difference and sending me a new package to the correct addressTheir response was to tell me that they made no mistake on either accountOnly after getting their attention with this Revdex.com complaint have they now changed their tune and admitted that they were wrong on both accountsHowever, their solution of simply crediting me the difference in price to what I should have been charged to begin with is too little, too lateOnline Stores is assuming that their package is actually going to make it here despite having the wrong address on itI'm not optimistic that will be the case, and if I waited to see if that actually happens, it would be too late to rectify when their package doesn't show upWhat should have happened was Online Stores should have immediately offered to ship out a new package under the assumption that the first one would be returned to sender, and if by some miracle it made it to me I would have happily sent it back to themInstead, they denied their error and missed the opportunity to make it rightSimilarly, Online Stores should have caught their error in overcharging me when I brought it to their attention instead of replying with "there is no credit due for this order." Ultimately, Online Stores bears the responsibility for both of its mistakes and its total lack of customer service in their ill-conceived response to my e-mailThe window for an easy fix of shipping out another package or crediting my account for the difference has passedAt this point Online Stores needs to credit my account for the full amount of the order which they charged me for Additionally, Revdex.com please remove all reference to my name and my address (specifically my military shipping address) before posting this complaint (and Online Stores' response) to your websiteIt's very important that it not be made publically availableThank you in advance for your understanding 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 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 BBB 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 BBB. [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 BBB. Regards, [redacted]
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 before theywere online and now are onlineI placed a “test” order for $since it wasa new company to meMy 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/I received no word from them, except for one computer generated emailfrom Online Stores stating an item was backorderedAs a result, I sent twoemails to which I received no replyTwo days later, I sent two more emails andstill no reply, though they said they sent a human generated oneToday,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 shipmentHowever, to date, I never received any such email, not in myspam box, which I check regularly or any other wayCoincidentally, 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 sentTheone 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 meI 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 experienceI 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 longThe companykept my orderHow is it a courtesy when I already paid for it? I asked for$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 angeredAnyone would have.That is, however irrelevantFact 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 meWhen I called to inquire, they were not helpful at alland full of excusesFurther, 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 StoresAs evidence, when I printed out my receipt,the receipt came from Smart Electronics and not the English Tea StoreWhen 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 orderI’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 oldIt’sa shame because I regularly purchase items they sell and they seem to packitems safelyHowever, their practices are deceivingThere is no English TeaStoreThey are not a small businessIn one sentence, [redacted] told me that theywere a small businessIn 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 everyoneIn closing, this company hasmany complaints with the Revdex.com and I wished I had looked that up before I made mypurchase with themBe forewarned about themYou can look them up on theRevdex.com siteChoose wisely, or learn the hard way in the end,as I didObviously, anyone can put up a website and claim to be whatever storethey wish to beI find it hard to believe that they are a [redacted] trustedstore 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
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 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.] Regards, [redacted]
I will re ship these flags one more timeWe by no means are calling the customer a liar that was not the intentI personally checked the location in the warehouse and they are Poland flagsI refunded the order because of the problems it was causing the customerThe order will go out today.Tell us why here
The customer was refunded for the full amount of the purchaseI am unable to refund for more than the customer was chargedThanks
The customer is correct there are exclusionsShe was ordering low cost tea pots and it is clearly stated on each item if it does not qualify for free shippingBold and in red Here is the link to view the site it will not copy and past bold and color [redacted] This was also pointed out to the customer by [redacted] She still insisted that she should have the item shipped for free.Dimensions: inches length x inches width x inches height (opening of teapot is inches)This teapot does not qualify for any shipping promotionsThis is also listed under our shipping policy see below.Interruption of Service: Online stores, USPS and UPS shall not be liable for any interruption of service due to causes beyond its control, including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; acts of God; acts of public authorities acting with actual or apparent authority; acts or omissions of customs or similar authorities; insufficient information provided by a customer; the application of security regulations imposed by the government, or otherwise applicable to the shipment; riots, strikes or other labor disputes; civil unrest; disruptions in air or ground transportation networks and natural disasters.Economy shipping takes 3-business days and is not guaranteed.Free Shipping over $! Orders over $qualify for FREE Shipping Within the Continental USAThis applies to Economy 3-daysWe reserve the right to choose the shipping method based on cost.Free Shipping does NOT apply to APOs, Hawaii, Alaska, Canada, or any US TerritoryFree shipping does not apply to custom items or our low cost teapots.We also offer all UPS services including Day, Day and Next Day Air at an additional cost.Shipping Times Most orders that ship ground usually ship the same business day if placed before 3:00PM EST and the items are in stockOrders that ship economy will ship within two business days if placed before 3:00PM EST and the items are in stockExpedited Shipping Information: Deadline for orders requiring Next Day, Day, or Day delivery is 3:PM EST (Eastern Standard Time) for items in stockExpedited orders placed after 3:PM will ship by the end of the next business day for items in stockNext Day, Day, or Day orders placed on a Friday after 3:PM EST will ship the following MondayShipping 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.As you can see it is not something that is hidden the customer is made aware on every item page if it DOES NOT qualify for free shipping an in the general shipping policy just as every other web site lists this information.Thank you
I am showing that these boots were delivered tracking below[redacted] Tuesday, 05/12/2015at 6:P.MLeft At:PorchThank you
Our website clearly states that that free shipping is economy shipping and takes 2-days to process and up to days to deliverThe customer does have the option to pick another method at checkout if desiredHowever I tracked this package and it is at the local post office for deliveryBelow is the tracking information.12/23/- Tuesday 6:amAt U.SPostal Service facility [redacted] **Arrived at local Post Office - Allow one to two additional days for delivery3: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
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 belowOn-line order 3-14- Saturday Online indicated item would ship in – business days and credit card would not be charged until product shipperWaited until -business days, Called customer service told that item was back ordered until mid May On 3-told them to cancel order and customer service person sent me email confirming cancelThe next day 3-25-my debit card was charged the dollars even though I received email that order was cancelled and they had shipped the item but did charge my cardCalled and spoke to customer service times and each time was told order was cancelled and that they would refund my debit card and that might take a few daysI filed claim with Revdex.com and was called by customer service and told refund would take a few daysThis 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 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
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 The main two issues I raised with this company were: 1) The address they shipped my order to is not the address I suppliedAs previously noted, the military mailing system is very strict and any mistake in address is likely to delay delivery or result in a package being returned to senderSince I needed my order here by a certain date I could not run the risk of the order being delayed or sent back and went ahead and placed an order with a different companyI initially gave Online Stores a chance to correct their mistake by writing to their customer support and explaining their error within minutes of notification that my items had been shippedThe response they sent me (as outlined in my original complaint) is that they shipped the order to the address I supplied (this is not true) and that if I wanted it shipped elsewhere I would have to place a new orderNow a week has passed and they are admitting that they shipped it to the wrong address but make no offer of shipping out an order to the address I actually suppliedMoreover, even if they sent it out today to the correct address, it would arrive too late for me to use 2) Online Stores overcharged meI find it very suspicious that I placed an order for a respected brand name American-made flag, was told it was out of stock and asked if I would accept the generic Chinese-made equivalent and then was charged more than the representative quoted me on the phone and my receipt was conveniently not sent to me (before I asked for it a second time)All that aside, in the same e-mail where I informed Online Stores that they had shipped my order to the wrong address, I also pointed out to them that they had overcharged me by not factoring in my discountsTheir response was that I was not overcharged and that no credit was dueOnly after filing a complaint with the Revdex.com (and the dispute with my credit card company) did Online Stores respond that I had been overcharged and that they had made a mistake I outlined very clearly in my e-mail to Online Stores that they had shipped my items to the wrong place and overcharged meI gave them a chance to fix it by crediting me the difference and sending me a new package to the correct addressTheir response was to tell me that they made no mistake on either accountOnly after getting their attention with this Revdex.com complaint have they now changed their tune and admitted that they were wrong on both accountsHowever, their solution of simply crediting me the difference in price to what I should have been charged to begin with is too little, too lateOnline Stores is assuming that their package is actually going to make it here despite having the wrong address on itI'm not optimistic that will be the case, and if I waited to see if that actually happens, it would be too late to rectify when their package doesn't show upWhat should have happened was Online Stores should have immediately offered to ship out a new package under the assumption that the first one would be returned to sender, and if by some miracle it made it to me I would have happily sent it back to themInstead, they denied their error and missed the opportunity to make it rightSimilarly, Online Stores should have caught their error in overcharging me when I brought it to their attention instead of replying with "there is no credit due for this order." Ultimately, Online Stores bears the responsibility for both of its mistakes and its total lack of customer service in their ill-conceived response to my e-mailThe window for an easy fix of shipping out another package or crediting my account for the difference has passedAt this point Online Stores needs to credit my account for the full amount of the order which they charged me for Additionally, Revdex.com please remove all reference to my name and my address (specifically my military shipping address) before posting this complaint (and Online Stores' response) to your websiteIt's very important that it not be made publically availableThank you in advance for your understanding 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 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 BBB 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 BBB. [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 BBB. Regards, [redacted]
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 before theywere online and now are onlineI placed a “test” order for $since it wasa new company to meMy 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/I received no word from them, except for one computer generated emailfrom Online Stores stating an item was backorderedAs a result, I sent twoemails to which I received no replyTwo days later, I sent two more emails andstill no reply, though they said they sent a human generated oneToday,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 shipmentHowever, to date, I never received any such email, not in myspam box, which I check regularly or any other wayCoincidentally, 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 sentTheone 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 meI 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 experienceI 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 longThe companykept my orderHow is it a courtesy when I already paid for it? I asked for$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 angeredAnyone would have.That is, however irrelevantFact 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 meWhen I called to inquire, they were not helpful at alland full of excusesFurther, 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 StoresAs evidence, when I printed out my receipt,the receipt came from Smart Electronics and not the English Tea StoreWhen 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 orderI’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 oldIt’sa shame because I regularly purchase items they sell and they seem to packitems safelyHowever, their practices are deceivingThere is no English TeaStoreThey are not a small businessIn one sentence, [redacted] told me that theywere a small businessIn 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 everyoneIn closing, this company hasmany complaints with the Revdex.com and I wished I had looked that up before I made mypurchase with themBe forewarned about themYou can look them up on theRevdex.com siteChoose wisely, or learn the hard way in the end,as I didObviously, anyone can put up a website and claim to be whatever storethey wish to beI find it hard to believe that they are a [redacted] trustedstore 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
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 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.] Regards, [redacted]