Paper Factory Inc

We wish to apologize to Ms*** for the inconvenience caused her. We are issuing a prepaid return label for the customer to return the package or Ms*** can refuse the package. In the mean time the charge of will be credited on 5-1-18. The shipping charge had been
removed during one of Ms*** calls. Again we apologize for the inconvenience

Complaint: ***
I am rejecting this response because: The original refund check was made out to my deceased Mother and I have yet to receive a replacement check made out to meThe refund for the actual product has not been received as of 8/25, despite the Company's promises that it was sentThis Company is a nightmare to do business with
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11732109, and find that this resolution is satisfactory to me
Sincerely,
Coralyn ***

Tell us why here... Thank you for giving us this opportunity to answer your complaint. I have reviewed the two orders that were shipped that added up to and find that Mike *** placed the orders. According to the PayPal website Mike *** was the sender of these
payments. We did not actually touch orders placed on our website. This is an automated system and cannot be populated or placed without the customers input. Perhaps Mr *** placed these orders for gifts?

Initial Business Response /* (1000, 5, 2015/09/16) */
I sincerely apologize to Ms *** for the mix up with her returned damaged itemI have generated a full refund of $that will be credited to her account by 9-17-Also Ms *** was sent a merchandise certificate for on
9-5-
I sincerely hope that this rectifies the issue to Ms ***'s satisfactionThank ou

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Nichole ***/***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have not received the item that I ordered nor have they sent me any word
Sincerely,
Naty ***

Tell us why here... We do not owe Ms *** a refund because we DID NOT charge her. Thank you

Tell us why here... ONCE AGAIN I apologize to Ms***, but we pushed this refund through on 6-15-17. Ms*** purchase this item through ***, meaning she paid through ***, the refund will be put back through the *** process. Thank you

Complaint: ***
I am rejecting this response because: my *** account reveals that ONLY after I filed a complaint against Collections Etc enlisting the help of the Revdex.com was my REQUEST to CANCEL the unauthorized order FINALLY acknowledgedInteresting timingThank you for your cooperation.
Sincerely,
Kathy ***

Complaint: ***
I am rejecting this response because:The company did not admit that they are in errorThey misrepresented the item on their website by saying it was cream and it is certainly notIt is brownI am also taken aback that they say they 100% guarantee their productsThey should actually say that they do not admit when they are in error and will not right that errorThis does not even seem like a legitimate companyThis business sounds like it is being run from someone's home (they don't even have a toll free customer service phone line)I have done business with this company or individual for a number of years and to be treated this way is shamefulRespected companies never argue with a customer and tell the customer that he or she is wrong.I amazed that this company or individual doesn't realize that this matter isn't even about money or costThis is about principle
Jill ***

I apologize to Ms ***, we have not received the item back yet. But I have generated a full refund of $on 1-26-16. It should e posted by the end of the day or the next
Once again I apologize for the inconvenience caused Ms ***

Tell us why here... We appreciate this opportunity to look into Mr ***' claim of non receipt of his order and non cancellation of said order. We have investigated this claim and the following was found: on 12-5-we received a mail in order from Mr *** for two items
totaling with shipping and handling. Even though Mr *** wrote the correct amount on his order form his check #was only made out for 22.23. On 12-8-we sent a balance due letter to him asking the difference of 6.99. Since we did not receive the balance due within the alloted time frame Mr ***' order was automatically cancelled on 1-6-17. On 1-7-we received Mr ***' email wanting his order cancelled due to non receipt. Since the order was already cancelled by our automated system, our customer service repsclosed the open action ticket. The 7th happened to be a Saturday. On 1-9-we received Mr ***' check #for and this was added to his closed order and because the order was cancelled for only a short time we reinstated Mr ***' items (not knowing he no longer wanted them) and released the order for shipment on 1-11-17. According to the tracking number on the package Mr *** should receive delivery on 1-19-17. If Mr *** still does not want the items, we suggest he refuse delivery and we will refund him in full. We apologize for the misunderstanding and inconvenience caused Mr ***

Tell us why here
I apologize for the misunderstanding concerning the size of the tiles. The person who purchased and received these items in the mail was *** *** in Friedens, PA. At the time Ms *** placed this order we had already created a disclaimer pop up box so
that our phone representatives could inform the customer that this item was 10" square and not the 12" square advertised in the catalog Ms *** used to purchase the item. Subsequent catalogs have been printed with the correct size of 10" square and also our Website shows 10" square. We did listen to the phone recording for this order and found that the representative failed to inform Ms *** that the tile size was printed incorrectly in the catalog. Therefore, in the interest of customer goodwill we are shipping a free tile set to equal the area needed to finish Mr***s area. I hope this will successfully close this complaint. Again I apologize for the inconvenience. Thank you

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, if I receive another catalog, advertisement or email from Collections EtcI will submit a new complaint to the Revdex.com
Sincerely,
*** ***

Tell us why here... We apologize to Ms*** for the unprofressional way she was tried by our telephone reps. We will give these repsmore training on how to treat our customers. Also, we have not yet received Ms*** return, but we have gone ahead and refunded her for the
on 1-26-18. Once again we are sincerely sorry for the treatment Ms*** received from our company representatives. Thank you

Initial Business Response /* (1000, 5, 2015/05/26) */
I apologize to our customer for not receiving a full explanation of the charge on her accountOn 5-18-Ms *** placed an order on our website for items at 5:19pm central timeOur shipping department is closed at that timeWhen a
customer enters his/her credit/debit card number the sale goes for auhorizationIf the order ships on the same day as the authorization the authorized amount is part of the depositIn Ms ***'s case her order did not ship until the next day, where upon our credit card processors was forced to get the sale reauthorizedThe previous authorizations fall off automatically based on the customers bank practicesAccording to our records the authorization fell off on 5-24-Because mail order shopping is not based on immediate deposits like retail stores it is usually best to use regular cedit cards or check/money ordersDebit cards will hold an authorized amount and if not shipped on same day as authorization a deposit amountI hope this explains more fully the process, we have not charged Ms *** twice
Initial Consumer Rebuttal /* (2000, 7, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Tell us why here... We apologize to Ms *** for the mwith her order. We were in fact able to cancel her order and it will not ship. We are sorry for the inconvenience caused her. The amount shows voided in her paypal account. Thank you

Tell us why here...  I apologize to Ms [redacted] for the missing item.  We do have a 60 day return policy, part of the reason for this is so customers inspect their purchase to make sure all is satisfactory.  We cannot be held responsible if customers wait four or five months to open...

them.  This being said for good customer relations, I am reshipping the missing item to Ms [redacted].  I hope this is satisfactory with miss [redacted] and once again I apologize for the inconvenience for our warehouse oversight.

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.
Sincerely,
Maria [redacted]