Paper Factory Inc

Thank you for allowing us this opportunity to answer Mr. [redacted]'s complaint.  We did receive his order on July 25th and his check was sent for deposit on the 26th.  As stated on the back of our order form "Personal checks subject to credit approval".  We received approval on July...

29th and the order shipped August 1st. The item was delivered on August 4th.  He contacted us on the 5th asking for a label to return the item.  We are currently waiting for the return.  Upon receipt we will issue a refund.  We regret any inconvenience this may have caused Mr. [redacted]. Sincerely,Collections Etc.Customer Care Department

Tell us why here...   In the interest of good customer relations we are refunding Ms [redacted] in full.  The refund of   $111.15  will go directly to her credit card.   Thank you.

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,
D C [redacted]

Tell us why here...  We apologize to Ms [redacted] for the error in our catalogs.  We have since fixed this error.  The script should have read three large blooms per bush.  Each bush sold separately.  But as a one time customer appeasement we are sending Ms [redacted] two more...

hydrangea bunches.  I hope this is a satisfactory solution to Ms [redacted] complaint.   Once again we are sorry for the inconvenience caused Ms [redacted].  Ms [redacted] will receive the bunces within 7 to 10 business days.

Tell us why here...  We apologize to Ms [redacted] for not receiving her refund in a timely manner.  Ms [redacted]'s refund should process by end of day.  Thank you for your patience.

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. I have checked my credit card that was used and the merchant refunded the amount that has to be credited.  Thank you, Revdex.com,  for assisting me on this matter. Just emailing or calling them is not enough to make them realize their mistake.  With Revdex.com,  I have peace of mind.  Thank you once again and have a wonderful Merry Christmas to you all. 
Sincerely,
Lou Ann [redacted]

Tell us why here...  I apologize to Mr [redacted] for any confusion placing an order on our website.  But while checking out on our Website, the charges are listed on the righthand side of the screen showing the total item dollar amount, the shipping chargesm, if any, and the handling...

charge fee that everyone pays.  Our prices are not hidden.  If ordering out of our catalog the order form is pre-printed with the handling charge.  If placing the order by phone the operators inform the customer of the charges.  On 5-12-17 Mr. [redacted] placed his order and on 5-12-17 he cancelled his order.  Mr. [redacted] has not been charged for the cancelled order.  I hope this has settled this dispute to Mr [redacted]'s satisfaction.  Thank you.

Tell us why here... I apologize to Ms. [redacted] for the inconvenience caused her concerning order #[redacted].  I have investiaged the concern and find that the address verification matched with the credit card number presented.  Also, the email we received from Ms [redacted] was may have been...

sent immediately to our company, but we did not open it ontil 10:07 am on 12-10-16.   Because we were in the middle of our busy season we were inundated with emails  and could not get to all of them as fast as we would have wished.  Therefore, the package had already been shipped on 12-7-16 and could not be stopped. On 12-10-16 our call center supervisor pulled up the call from this order and found that the wrong address was entered by the Rep. taking the call.  She dictated that a total refund be issued at once.  This was done, and a complete refund of $45.22 was issued on 12-10-16.  I apologize to Ms. [redacted] for the inconvenience caused her, we should have allowed her to keep the merchandise as the fault was ours, but our reps are trained to have all wrong packages with three items or more returned for a refund.  They were just following what they were taught.  I am sorry that this has caused Ms. [redacted] so much stress.

Tell us why here...  I apologize to Ms. [redacted] concerning the difference in item pricing for the carts purchased on 9-21-17.  It is standard policy for many retail establishments to provide up to a 30 day price guarantee on any product that may go on sale within that tme span. ...

Our company is no exception.  When Ms [redacted] called the first time it was already past the 30 days.  So I must decline the refunding of the price difference.  But, I have issued Ms. [redacted] a $10.00 merchandise Certificate for her inconvenience.  I am very sorry that this is the best we can do.  Sincerely.

Tell us why here... After reading Ms [redacted]'s complaint on not receiving the total refund owed for the return of nine items, I have researched the account and find that the three remaining items have been recorded and $35.97 will be credited to Ms [redacted] account in a day or...

two. Total reund for the returned items is 11.99 x 9 = 107.91 - 7.99 for prepaid return label = 99.92.  Thank you for bringing this matter to our attention.

Tell us why here... We apologize to Ms [redacted] for her disappointing and confusing experience with our Web checkout page.  Unfortunately, when our marketing department made some changes to our Website they changed the wording on our promotion for new email customers.  The...

promotion used to say "on your next purchase".  Now that this has been called to our attention we will be rewording the present blurb which reads "save 15% for signing up for emails today" to "Save 15% for signing up for emails on your next purchase".   We thank Ms [redacted] for bringing this to our attention.

I have live at [redacted] Old [redacted] Court for 9 years. I have not received any return label from this company.I do not ever want to purchase anything from tis company. I will return this package and I will expect a refund from the company.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Ida [redacted]

Tell us why here... Once again we must apologize.  the description for the item in question is clearly written as a bedspread.  One layer of fabric oversized to drape over a bed almost to the floor, and used to decoratively make up a bed.  A quilt has two pieces of fabric with batting in between and decoratively stitched together meant to provide warmth.  Thank you for giving us this opportunity to clarify the diffence between a quilt and a bedspread.

Tell us why here...  I apologize to Ms [redacted] for the delay in sending her her last refund of 13.24.  Because I cannot get [redacted] to capture the refund, I have generated a refund check in the amount of 13.24.  This check will be sent on 12-29-16.  Again, I am sorry for the...

inconvenience caused Ms [redacted].

Tell us why here...  I apologize to our customer Mr. [redacted], for not receiving the correct items.  We received the returned items and credited his account for 79.98 on 1-10-17.  I apologize for the inconvenience caused Mr [redacted].

I apologize to Ms. [redacted] for the credit not going through to her [redacted] account when we thought it did.  On 4-23-18 I forced the refund of 19.43 to go through on Ms. [redacted]'s [redacted] account.  This includes the 17.99 for the Tunic and the IL tax on 17.99.   I hope this meets with...

Ms. [redacted]'s approval.  Thank you.

Tell us why here... We apologize to Ms. [redacted] for the way her order was handled.  Our representatives were just following protocol.  We have generated a credit of 87.02 to be credited on 8-30-17 and have issued a credit of 12.89 for the unused portion of Ms. [redacted]s 2 year Green...

& Gold Membership.  Ms. [redacted] also has a new order in the process of being shipped.  We are tryingto cancel that order but if we are not able to Ms [redacted] can refuse shipment and we will issue a refund upon return.  Once again we are sorry for the inconvenience caused Ms. [redacted].

Tell us why here...  We apologize to Mr. [redacted] for the inconvenience caused him.  When ordering through our website it is the customers responsiblity to chose which shipping method they prefer.  We usually try our best to service our customers needs. We are sorry that Mr. [redacted]...

had to take matters this far in order for us to get his request taken care of.  We have been able to stop his order from shipping and have modified his order to reflect free shipping and to ship by standard FedEx/SurePost.  Once again we apologize to Mr. [redacted] for the upset that has been caused him.  Thank you.

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]

Initial Business Response /* (1000, 5, 2015/09/28) */
I apologize to Ms [redacted] but when our customer's placed an order for the [redacted] on our web site the information is there saying the item was out of stock until 11-20-15. The order confirmation that is automatically emailed to web...

customers, also states whether the item is in stock or back ordered. We try to get like items in at the same time, but they come from different vendors and it is not always possible. Ms[redacted] can always cancel the item. Once again I apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On September 3rd 2015 when I had placed the order the descriptions of that item did not say it would be back ordered. Also the web site guarantees 100% and to have me wait nearly 3 months for an item I purchased is un called for. I do not want my money back I want the item that I had purchased .
Final Business Response /* (4000, 9, 2015/09/29) */
Once again I apologize. We cannot send an item that we do not have in stock. We are completely out. The best I can do is issue a 5.00 merchandise certificate for Ms [redacted] inconvenience. Thank you.
Final Consumer Response /* (4200, 11, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wont accept the 5.00 merchandise certificate because I seriously doubt you have anything on your web site for that much and it would just mean me buying more merchandise from you that you do not have. Also you offering me 5.00 merchandise certificate pretty much says you are admitting your mistake. I want of my money and after I receive it then we can just close my account with you. I don't like businesses that offer products and cant deliver. Keep your 5.00 certificate I don't want it or your business anymore.