Otter Farm & Home Co-operative

Dear Ms. [redacted],We sincerely apologize that there was a pricing error on our site.  We attempted first to contact you via phone to discuss the discrepancy and to put a more personal touch on explaining the issue.  Unfortunately, there was no answer so we left a voicemail and followed-up...

with an email.While we strive for perfection we are human.  We make mistakes.  When mistakes happen we try to work with our customers to resolve those issues. We are sorry that our offer of a 20% coupon is not acceptable to you.  We understand that a 20% coupon does not come close to the $600+ discrepancy you saw on our site.  That is, however, the best offer we are able to extend at this time.We hope you are able to find it in your heart to forgive the pricing error we had on our site.  It was unintended, regretful and unfortunate.  Per the terms and conditions outlined on our site [redacted]:  "In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, The Simple Stores shall have the right, at its sole discretion, to refuse orders placed for that item."We assure you it serves no interest of our company to place customer orders and then cancel them.  Likewise we can understand the frustration you must be experiencing.  Again, we are sincerly sorry for causing that frustration.As for the price you reference still seeing on our site, the prices seen on our product specific pages are updated in real-time.  The search result/faceted search results are updated one time per day.  That is why you saw one price on one page and one on another page.  Come midnight tonight both will once again be synced.  While this is likely more information than you care to know, we share it because we take your comments and concerns with the upmost seriousness.While we suspect the above information and resolution will remain unsatisfactory to you, we are unable to fulfill the order you placed at the incorrect price.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 below. An apology email does not rectify the situation.
Regards,
[redacted]

Hello,Thank you for your recent orders, and we apologize for any misunderstanding or inconvenience. We always strive to provide clear and efficient communication, and we are truly sorry if you believe we did not meet this goal. To review the timeline of your order issue:On 2/21 at 2:37 pm we...

received your phone call requesting cancellation of these 2 orders: [redacted], and [redacted]. Per our cancellation policy published on our website, we are unable to guarantee cancellation of orders, as we first need to confirm that the orders haven't yet been shipped, with our warehouse team. This process takes about a business day, and this was explained by phone and Email. As your response was that a Revdex.com complaint would be filed if we did not cancel the orders (which is your right, and which we absolutely take seriously!), we requested that our warehouse cancel the orders as quickly as possible, to respect your wishes.On 2/21 at 2:42 pm we received another phone call requesting to not cancel the orders. As we had already quickly sent cancellation requests to our warehouse, we had to send an additional request to attempt to void said requests, a process which is again not guaranteed and can take a business day.Later that same night the Revdex.com complaint was filed.And finally, on 2/22 at 2:13 pm (1 business day after our cancellation requests were sent to our warehouse) our warehouse confirmed the orders had already been cancelled.We then reached out by phone, verbally confirmed with you that you'd like the orders to remain cancelled, and we went ahead and voided the pending [redacted] authorizations per your request.While we recognize your possible frustration with the perceived delay in our cancellation process, please recognize that once an order begins processing it becomes grouped among hundreds, if not thousands, of other packages being processed and prepared for shipping. As you might imagine, it can take time to sift through these packages to locate one specific order and remove it from the queue. In closing, we do sincerely apologize for any dissatisfaction with our service, the orders have been cancelled per your request, and you will not be charged.Sincerely,The Simple Stores Team

[redacted],I've sent you a personal reply by Email and am including a more brief version below:Thank you for your patience while we worked on resolving your order. I want to sincerely apologize for our poor communication throughout this process. Your order unfortunately had a very complicated...

combination of troubles, we know you have been very understanding throughout this, and we should have been much better at keeping you updated. This has been a learning experience for us and I am so sorry for the confusion, and for your poor shopping experience. I assure you that our A+ rating on the Revdex.com was built on much better Customer Service than you have received.Your new replacement order is on track now, it has been sent to the warehouse and when it ships you will be sent your new tracking number by Email. This replacement order will be for the bed (headboard/footboard/rails), along with the CORRECT color trundle and mirror. And like the previous deliveries this will include White Glove service.If you experience any damage or defect issues with the replacement items or packaging please write that on the delivery receipt, and if you have any questions, please just let us know. Our whole management team has eyes on your order now, your questions will go right to our VIP queue, and we'll address them immediately.Thank you,The Simple Stores Team

[redacted],We completely understand your concerns, and are equally frustrated that your replacement items have not shipped yet. We have contacted our warehouse's shipping department and management, as well as the truck company and management, and will continue to contact them nonstop until we have pickup confirmation and an active tracking number for you. This delay is unacceptable and extremely uncommon, and we will be addressing it appropriately with those parties once this is resolved. Our priorities are that you receive your order you are expecting, and that customers do not experience this in the future.Secondly, of course we understand that if there is anything seriously wrong with the new furniture, you do not wish to keep it. If those pieces are badly damaged, incorrect, or anything of the sort (which we do not expect to be the case) we can refund you for the affected items.We'll update you as soon as possible. Please do Email or call with any questions at all. Thanks again.The Simple Stores Team