Otter Farm & Home Co-operative

Hello Ms [redacted] ,I am sorry to hear how disappointed you are with your shopping experience, but provided the opportunity, we are here to help youWith that said, please understand that it is our #priority to ensure that you receive the items that you ordered, in perfect condition, and we are committed to resolving the issue at handTo that end, to our request for photos representing the damage to your order, you opted not to provide any photos and made clear you wish to receive a refund for your orderThough our Damage Policy on our website states that damage must be reported within days from the time of receipt -- [redacted] -- you reported your initial damage to us after daysAs a courtesy because of the circumstances you outlined regarding your family matters, we provided you with replacement parts at no costUnfortunately, you have reported that these replacement parts arrived damaged.At this stage, we would like to have another set of rails shipped to youWe would ensure that this new set is thoroughly inspected by hand, prepared with extra packaging for protection, and shipped to you as quickly as possible.Alternatively, if you are certain you'd like to forgo replacement parts and instead receive a refund, please know any refund would be processed in accordance with our Standard Return PolicyThis option would mean that, if you chose to return the item using our pre-paid shipping labels that your refund would reflect 80% of your purchase price (because the return is being made after days from the date it was delivered) less the return shipping costsWe suggest you review our return policies as outlined on our site here: [redacted] If you'd like us to proceed with a return option please let us know and would then send you return instructions, an RMA number, and a *** Freight shipping document.Again, the fastest and most cost effective means to resolve this issue is to replace the part needed to complete your bunk bed set.We look forward to hearing from you, regarding your preferred resolutionBest,The Simple Stores Team

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 # [redacted] Please add your rejection comments belowAn apology email does not rectify the situation Regards, [redacted] ***

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 # [redacted] Please add your rejection comments below I have been in touch with The Simple Stores and they are aware that the complaint will not be resolved until I get a tracking number (which I do not have) Regards, [redacted]

Hello [redacted] ,We wanted to apologize again for the issues on your order and the continued delaysWe are follow up with the carrier to ensure that your delivery happens this week as we discussed on the phoneThey will be calling you to set up an appointment for deliveryThey will be reaching out to you via phone to schedule the appointment for deliveryI will continue to follow up to make sure this delivery happens smoothlyIf you have any questions in the meantime, please just let me know as I would be more than happy to helpYou can reach me at ###-###-####Best, [redacted]

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 # [redacted] Please add your rejection comments I accept the fact that I will now receive my order after going through the Revdex.com, but I reject your attachment as a lie...I just forwarded the email you sent me back to your store...and clearly there is no delivery date, estimated or otherwise Just want to clarify that I await the expedient arrival of my order, and say buyer beware of this site Thank you Regards, [redacted]

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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Ms***,Please know that we do sincerely understand your thoughts and frustration regarding this issue, and we humbly apologizeThere was indeed an unfortunate and unintentional pricing error made on our site, and this was fixed as soon as it was discovered.Your order remains cancelled and you are welcome to use the 20% coupon for any item(s) on a future orderBut again, this is the best resolution we are able to extend to you.Thank you and take care.Sincerely,The Simple Stores Team

I think the Simple Stores needs a better warehouse and better communication with the warehouse And they need to process orders faster I'd rather pay a little more for faster service than to save money and then never hear from them as to the updates of the orders As a result, I went somewhere else.
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.
Regards,
*** ***

Hello Mr***,
We sincerely apologize for the issues with your orderWhile damage is not something that we like to see happen it does happen occasionally and we do try and correct the matter as soon as possibleI do see you contacted us on 11/to report that damage to your unitYou
also requested to speak to a manager which I see was not honored and we have already taken steps to rectify that matterWe normally try and send replacement parts to correct issues with damages as the time to resolve the issue is usually much quicker than sending a replacement unitOn 11/we requested the replacement part to be shipped out to youNormally this process requires 1-business days for the part to be prepared for shipping, and we sincerely apologize we did not meet your expectations
On 11/a supervisor did step in to make sure your replacement part was shipped out as soon as possibleI see that on 11/she called you and provided you a discount on the order and let you know that we were doing everything we could to get the part shipped that dayThe part was overnighted to you on 11/and is currently on the vehicle for delivery today. You were also refunded the additional 5% on your order as an apology for the issues that happened
We again sincerely apologize for all of the issues that came up on your orderWe appreciated your patience throughout this processIf there is anything further we can assist you with please let us know as we would be happy to assist
Best,
***

Hello ***,First and foremost, we are sincerely sorry for the less-than-stellar communication regarding the delivery of your dining set. We assure you that we will do all in our power to ensure your order is delivered as quickly as possible and in pristine condition. To that end,
** *** *** is a small specialized carrier. Their forte is handling delicate cargo. Unfortunately, they utilize non-traditional tracking system which can, from time-to-time confuse our consumers. The trade off is that they do an excellent job making certain cargo arrives safely and secure.We are truly sorry that the website originally reflected a 10/shipping date, which our Customer Service team read to youYour order was in fact shipped on 10/17, and we apologize for this embarrassing errorWith that said, the original estimated delivery date presented to you when you placed your order on our website was October 28th. From our research your order is still on pace to be delivered within that time frame. We have emphasized to the delivery company that hitting that delivery date is a top priority. They will do all they can to fulfill that estimated delivery date.Additionally, we completely understand that ** *** ***'s Revdex.com rating is unsettling, however, we assure you that this is simply because they choose not to respond to complaints within the Revdex.com systemIf we too chose not to address our complaints with the Revdex.com, we would also receive an F rating. Again, as a small, specialized delivery company ** *** *** elects to focus its resources on making certain products are delivered in pristine condition. At present, unlike our company, they do not wish to participate actively in the Revdex.com program.I hope the above information helps to assuage your concerns and let you know that we are actively working to ensure your order is delivered as soon as possible. We will be sure to keep you updated on the delivery of your order, and if you have any questions at all throughout this process, please do not hesitate to contact us directlyAt the end of the day, we want nothing more than to provide a great Customer Service experience, accurate information, and to resolve all issues to the best of our abilityWe are happy to assist.Best,***Operation ManagerThe Simple Stores Team

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.
Regards,
*** ***

Hello Ms. [redacted],I am sorry to hear how disappointed you are with your shopping experience, but provided the opportunity, we are here to help you. With that said, please understand that it is our #1 priority to ensure that you receive the items that you ordered, in perfect condition, and we...

are committed to resolving the issue at hand. To that end, to our request for photos representing the damage to your order, you opted not to provide any photos and made clear you wish to receive a refund for your order. Though our Damage Policy on our website states that damage must be reported within 5 days from the time of receipt -- [redacted] -- you reported your initial damage to us after 45 days. As a courtesy because of the circumstances you outlined regarding your family matters, we provided you with replacement parts at no cost. Unfortunately, you have reported that these replacement parts arrived damaged.At this stage, we would like to have another set of rails shipped to you. We would ensure that this new set is thoroughly inspected by hand, prepared with extra packaging for protection, and shipped to you as quickly as possible.Alternatively, if you are certain you'd like to forgo replacement parts and instead receive a refund, please know any refund would be processed in accordance with our Standard Return Policy. This option would mean that, if you chose to return the item using our pre-paid shipping labels that your refund would reflect 80% of your purchase price (because the return is being made after 30 days from the date it was delivered) less the return shipping costs. We suggest you review our return policies as outlined on our site here: [redacted]If you'd like us to proceed with a return option please let us know and would then send you return instructions, an RMA number, and a [redacted] Freight shipping document.Again, the fastest and most cost effective means to resolve this issue is to replace the part needed to complete your bunk bed set.We look forward to hearing from you, regarding your preferred resolution. Best,The Simple Stores Team

Dear Ms. [redacted],Echoing our initial response to your complaint, we completely apologize for the mis-information regarding your original shipment date and are 100% committed to ensuring your order arrives on-time and in pristine condition.We apologize that our initial response to your complaint was unsatisfactory.  To clarify, your desired outcome as we understand it was two-fold:1.  that your order be delivered, and2.  that our rating with the Revdex.com be re-evaluatedWe will address each desired outcome below.With regards to the first item:  We assure you that your order will be delivered.  It is presently in transit to you.  You will be contacted to schedule a delivery appointment so you will know the date on which your order is to be received.With regards to the second item:  We recommend you reach out to the Revdex.com if you wish to have them re-evaluate our standing with their organization.  The Revdex.com constantly monitors its accredited businesses and re-evaluates their ratings on an ongoing basis.  It has a system by which companies receive and maintain their ratings.  We are confident they would be more than happy to explain that system to you if you wish.Finally, and this is in no way an attempt to be argumentative, however all orders placed through our website are provided an estimated delivery date during the checkout process.  It strikes us, based off your comments that we need to work to make this information more clear to avoid this confusion in the future.  I want to thank you for this feedback and the opportunity to enhance our customer experience moving forward.  As a courtesy, I have attached a screen shot of your order as it was received on our end.  I've highlighted the estimated delivery dates which were displayed during the checkout process.All that said, our objective is to delivery your products on time and in pristine condition.  This is why, even if we could, the carriers you suggest we use would not be a viable option.  Besides the fact that the items you have ordered are too large to ship via [redacted] and [redacted] (they literally will not carry a dining table of this size) even if they could, the items would not receive the proper handling to ensure safe and secure delivery to you.Again, while we completely apologize for the mis-information regarding your original shipment date, we are 100% committed to ensuring your order arrives on-time and in pristine condition.Best,[redacted]The Simple Stores Team

Hello,Referencing the Emails we have exchanged with you outside of the Revdex.com system, we completely understand that you are considering this issue "open" until you receive your tracking number. We have inquired with the warehouse manager and they are completing the preparation process for shipping. Your replacement items are estimated to ship very soon: the approximate ship date is from tomorrow, 12/3 to Tuesday, 12/8. Unfortunately we are not able to guarantee which exact day they will be shipped, as coordination between the warehouse and carrier's schedules are involved. But the estimate is quite soon! We are in contact with the warehouse and as soon as the items ship, or we receive any other updates, we will send them to you directly by Email. We sincerely thank you for your patience, and again, we completely understand your hesitation. We are looking forward to sending your tracking number and resolving your order. If you have any questions please let us know.Best,The Simple Stores Team

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 # [redacted]. Please add your rejection comments below. 
I have been in touch with The Simple Stores and they are aware that the complaint will not be resolved until I get a tracking number (which I do not have).
Regards,
[redacted]

Hello [redacted],We wanted to apologize again for the issues on your order and the continued delays. We are follow up with the carrier to ensure that your delivery happens this week as we discussed on the phone. They will be calling you to set up an appointment for delivery. They will be reaching out...

to you via phone to schedule the appointment for delivery. I will continue to follow up to make sure this delivery happens smoothly. If you have any questions in the meantime, please just let me know as I would be more than happy to help. You can reach me at ###-###-####Best,[redacted]

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 # [redacted]. Please add your rejection comments I accept the fact that I will now receive my order after going through the Revdex.com, but I reject your attachment as a lie...I just forwarded the email you sent me back to your store...and clearly there is no delivery date, estimated or otherwise.  Just want to clarify that.  I await the expedient arrival of my order, and say buyer beware of this site.  Thank you.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
I was never given a delivery date by either Simple Stores or [redacted].  Now they are using a date to justify their lateness and ineptness.  Maybe Simple Stores should use [redacted] or [redacted] to ship my order so that I will be able to track my delivery and get an exact date.  This would show more than superfluous words.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
Unfortunately, it is now the evening of Tuesday, December 8, and I still do not have the tracking number as was promised to be delivered sometime between last Thursday and today.  As a recap, it is now 100 days since I placed my order and my credit card was charged.  It has been 53 days since my last delivery when I refused three pieces of furniture (and made them immediately aware of the situation).  I will wait for the furniture since we are this far, but if any of the items need to be refused due to damage or the wrong color, I will be asking The Simple Stores for an immediate refund for those items.   
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]