Paper Factory Inc

Tell us why here... We apologize to Ms [redacted] for the mistakes in handling her order.  We did ship the merchandise but the package must have been misdelivered.  The total cost actually charged to Ms [redacted] account was $146.12.  We are crediting this amount 118.89 plus 27.23  for...

a total of $146.12.  This credit should hit Ms [redacted] account today or tomorrow 11-3-16.  Once again we apologize for the inconvenience caused Ms. [redacted].

Tell us why here...  Our calculations show that one more set would be equal to the correct dimensions, but we will send one more set.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11100776, and find that this resolution is satisfactory to me.
Sincerely,
Sherry [redacted]

Complaint: [redacted]
I am rejecting this response because:You have closed this complaint apparently, as your email states, because I did not respond to you saying the complaint was resolved. I did not see where I was to do this. I'm sorry that it was not done and apparently this was my error. I understand since you have now closed the case, there is nothing more to be done.  However, since this is what one of your email states that Collections, Etc. said:  I apologize to Ms [redacted] that our CSR's were not aware of the emails being sent to our customers informing them of the last possible ordering date for delivery by Christmas, I still feel this is false advertisement. It should not be the customer's fault that the company CSR's were unaware of their emails. As previously stated, I ordered my merchandise on Dec. 19, 2016, and Collections, Etc.'s email specifically stated that I could still order by 2:30 CST on Dec. 21 and still get my order by Christmas at no additional charge. When tracking my package, FedEx showed my package would not be delivered until Dec. 28, so I called FedEx to explain what Collections, Etc. email said. The supervisor I talked to there was extremely helpful and stated she would put a priority on my order and try to get it to me by the promised time. She also told me that they contract with Collections and that business should have known how the order was to be sent if I was to get by-Christmas delivery. I very strongly feel this is the ONLY reason I did receive it on Dec. 24 because, even with FedEx's intervention, if I had ordered the merchandise on Dec. 21 as their email stated, I definitely still would not have received it by Christmas. Collection's, Etc. should have to suffer from a lower rating by the Revdex.com because this IS false advertising when they even state that their own personnel were not even aware of their emails being sent out that stated delivery by Christmas at no additional charge. Thank you. Sincerely,Mrs. Connie [redacted]

Complaint: [redacted]
I am rejecting this response...

because: It doesn't answer the question as to why the discounts can only be applied to one order at a time. Why is it either, or? Why don't you state that little fact; you must choose to either have free shipping or take 15% off you order. as you operator stated. Now, I need to check my account to see how much was charged to my card since that order was placed. I am just asking for clarity in your advertising. If its 15% on the next order then say not applicable on this current order, you state, that its "not applicable on clearance items". Please clarify.   
Sincerely,
[redacted]

I should not have to even mess with returning anything. I never even placed an order to begin with. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Colette [redacted]

Tell us why here...  I apologize to Ms [redacted] for the funds held on her debit card.  I tried talking with Ms [redacted] bank to have the authorization amount released but they would not talk with me unless Ms [redacted] was also on the line.  Ms [redacted] did not answer her phone for...

me to set this up.  According to our records the authorization will fall off on 12-1-16.  I hope this will suffice.  Once again I do apologize for the inconvenience.

Initial Business Response /* (1000, 5, 2015/10/07) */
I apologize to Mr [redacted] for the handling of his order [redacted]. Our system is automated and when his order went through with a sold out item it recalculated the shipping costs. We are working to get this problem fixed. Mr [redacted]' additional...

refund check for 50.97 was mailed on 10-6-15. I have also initiated his removal from our catalog lists. I also apologize for the incorrect information provided by our colleagues overseas.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What is the business going to do to refund thousands of orders that had the same problem I did? Is the business going to issue refunds or just keep the money. The business says they are working to fix the problem but does that give them the right to keep customer's money? As I stated in the complaint,[redacted] was very helpful to refund my order only after I cancelled it. The business needs to refund the thousands of dollars they have kept from customers. The business needs to provide all their records for the past 5 years to an independent Revdex.com investigator and the Revdex.com should ensure those other affected customers are provided a full refund. Until such time as the independent investigation is completed, the Revdex.com should post a warning to the effect there is an investigation in progress. The business has in effected stated their system is defective. Only part of my complaint is somewhat resolved, in that they are providing me a full refund, removing all of my personal information from their records, removing me from their mailing, not going to sell or rent my personal information but the business did not address how they were going to provide a refund to other customers affected by the same defective programming as I was.
Final Business Response /* (4000, 9, 2015/10/15) */
The situation that Mr. [redacted] experienced is unfortunate and we have corrected his order.
Our company successfully services millions of customers every year. We work diligently to maintain extremely favorable customer service ratings including an A+ rating from the Revdex.com. We have been a company in good standing for a very long time and would not do anything to jeopardize our customer's trust.
As with any company, we do occasionally discover that a customer has experienced an unexpected event. Mr. [redacted] experienced one of these events, and while extremely rare in occurrence, when we are told of a problem, we work to correct them as quickly as possible.
Thank you for the opportunity to respond to Mr. [redacted].
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response is "puffiness". Although the company has provided me with a full refund, the company did not address how they were going to refund the thousands of dollars their faulty automated system withheld/changed the shipping charges and then put that money in the pockets of the company as profit. Which I identified in my original complaint. The only resolution I will accept is a full investigation of the company's records by Law Enforcement and full refunds with interest to customers. The Revdex.com should reconsider its rating of this company. If the Revdex.com should decide to close this complaint, I expect the Revdex.com to notify me by mail.

Complaint: [redacted]
I am rejecting this response because: I could of sent back all three carts and saved my time of hours on the phone and I was told I DID NOT need to do that they would give the difference on the first call I made.  I am very unhappy with the way this company as done me and will let my family  and friends know not to shop here to do my experience.
Sincerely,
Sharon [redacted]

Tell us why here... We investigated Ms. Alexander-[redacted] complaint concerning order #[redacted].  Ms. Alexander-[redacted] placed her order through our web site [redacted].com.  We delivered the three packages to the address attached to this order.  We also had our IT department...

check the journals to see how the order was entered and they have confirmed that Ms. Alexander-[redacted]s old address was still on the order and not changed.  Interestingly enough we also checked the old address on the online white pages and Ms. Alexander-[redacted] is still registered as the current addressee.  All we can do is wait for the Post Office or someone at that address to return the products before we can issue a refund.  We are sorry that we cannot do more.

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,
[redacted]

Tell us why here...  I apologize to Ms [redacted] for not being more specific.  While not being able to say whose credit card was charged for the purchase, we credited back the $45.22 to the cc# used on order #[redacted].  This was a phone in order.  If a customer does not supply the operator with a cr they are asked to supply they're zip code and last name. If there are more customers that match the last name and zip code the operator is supposed to ask the customer for first name and street address.  We have more than one customer with the last name of [redacted] at the same zip code.  The operator must not have heard the customer incorrectly and chose the wrong Ms. [redacted].  The operator than asks for the payment.  The customer supplies the credit card number to be used and the order proceeds to the end.  Since the operator unknowingly chose the wrong customer to apply the order to, Ms D [redacted] received the notification of shipment to her email address of record and then received the order.  We have no prior knowledge that the wrong customer received the order until either the addressee or the rightful owner contacts us.  So far I cannot find the rightful owner of this order.  They may not contact us because they received a full credit.  Our company has been in business a long time and we pride ourselves on having a safe environment for our customers to do business with.  This was an honest mistake that in no way compromised Ms D [redacted]s account.  I hope Ms. [redacted] can now be assured that this was not a diliberate act against her account.  Sincerely.

Tell us why here... We sincerely apologize to Ms [redacted] for the inconvenience we caused her.  We have generated the remainder of the $43.50 to be credited to her account today, 6-30-17.  We hope this will be a satisfactiory conclusion to this delay.

Complaint: [redacted]
I am rejecting this response because:
I ordered several Things from this Company and have Ordered several Times They say haven't Ordered this year I talk to them two times from a Previous order Some items I never received 3 green tin utensil holders Dishwasher magnet 2 frig door covers Deliver my order Or send me a check for the 112.00 I have ordered But this will be my last oneThe company when I talked to referred to A previous order which did receive One person never ordered in 2017 One says march that is a old order
Sincerely,
Wendy [redacted]

Tell us why here... Thank you for giving us this opportunity to reply to Ms. [redacted]'s complaint.  We reviewed Ms. [redacted]'s order and cannot find a return for the afore mentioned item.  We are not saying that Ms [redacted] did not return the product, we are just saying that we do not have...

evidence of it.  But in the interest of good customer relations, we are issuing Ms [redacted] a refund in the amount of the item $19.99 today (1-9-2018).  We hope this meets with Ms [redacted]s approval.  We are sorry for any inconvenience caused.  Thank you.

I sincerely apologize to Ms. [redacted] for the mix up with her ordering process.  It is true that we were unable to stop the orders from shipping and both of them are scheduled to be delivered on 3-28-18.  I have credited 43.67 for the order going to the wrong address.  Return...

labels have been issued for both orders.  We will credit the 73.70 when the order shipping to the correct address has been returned.  That is the best I can do.  Once again I am sorry for the inconvenience caused Ms. [redacted].

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. Thank you.
Sincerely,
[redacted]

Tell us why here...I have investigated Ms [redacted]'s complaint, and must apologize for the miss information given to Ms [redacted] through our representative April.  What she should have said is that once the items are received in our warehouse a refund will be provided within 7 days.  Since...

April promised Ms [redacted] a refund within 24-48 hours we are honoring that refund today without receipt of the items.  We are sorry for the inconvenience caused Ms [redacted].  Thank you.

Tell us why here...  In response to Ms. [redacted] complaint, we have reviewed her situation and find that Ms [redacted] bought this item on 11-27-16.  That is over a year that she waited to  contact us.  We also issued her a merchandise certificate for half the amount of...

the item on 1-6-18.   We have now issued her a second 5.00 merchandise certificate as requested by Ms [redacted] on 1-12-18 through an email to equal the 10.00 requested.  We ask that in the future Ms. [redacted] please check all purchases she makes through us, no matter when the item is to be used, within 60 days to make sure all items are functioning.  Thank you.

I apologize to Ms [redacted] concerning the problem with the [redacted] Boots.  This is the first complaint we have heard of boots disintegrating and metal parts coming out of them.  I have generated a credit of 24.99 each for the boots.  The amount of 49.98 will go back on the customers credit...

card.  Once again I apologize for the dissatisfaction for one of the products we sell.  Thank you.