Paper Factory Inc

Tell us why here... I apologize t Ms. [redacted] for the delay in receiving her order or refund.  I cannot say why [redacted] decided to return the package to our warehosue instead of delivering it.  We have no received the package back as of yet, but I have generated a full refund to be Ms....

[redacted] credit card which should post today.  The amount of the refund will be $40.22.  Once again I apologize for the inconvenience.  Thank you for your patience.

Tell us why here...  I apologize to Mr [redacted], but we were not able to cancel the items that shipped.  They were too far along in the shipping process.  I tracked the return label and see that it arrived in our warehouse on 5-27-16.  The carton has yet to be processed, when it...

has gone through our return process we will credit the items that were returned.  I am sending another return label for the other items that were shipped.  When we receive those items we will refund them.  Thank  you.

I apologize to Mr [redacted] for the way he was treated by our phone operator.  There is absolutely no excuse for this behavior.  Mr [redacted] order as requested on 3-27-18.  A credit card was used for payment and was not charged.  I sent him an email informing him of the cancellation...

on 3-27-18.  Once again I am sincerely sorry for the poor experience he encountered with our company.

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.
However as of this date and time I have NOT been issued a refund to my original card used for this purchase, thank you!
Sincerely,
[redacted]

Ms. [redacted] has received a TOTAL refund.   7.00 and 19.99 on 2-19-18 and 7.99 and 5.74 on 2-20-18  for a total refund of 40.72.

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,
Donna [redacted]

Tell us why here...  We have attempted twice to credit Mr [redacted]'s [redacted] account the $14.99 for the fourth item.  Unfortunately, the response came back twice as unconfirmed deposit.  Therefore, we are sending a refund check totalling $14.99 to Mr [redacted]s mail address.  We are not asking Mr [redacted] to return the last item, he can keep the item and despose of it as he wishes.  We hope this meets with Mr [redacted]s approval.  We are once again sorry for the mixup with this order and the inconvenience caused our customer.  Thank you.

Tell us why here...  I apologize to Ms. [redacted] for the trouble she had while placing her order with us.  When Ms [redacted] placed the order and closed the order the sale went to the credit card processor for authorization.  We did not receive the funds as the order was cancelled, We only...

receive payment when the order is shipped.  Usually when an order is placed on our web site it could take time to transfer into our database.  Our customer service reps could not have seen the order if it had not transferred yet.  I have generated a request to our marketing department to remove Ms [redacted] from our mailings and emails.  If Ms [redacted] was receiving catalogs she may receive one or two more before they stop.  Thank you for giving us this opportunity to explain the situation.

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...  As we explained to our customer, the item that had the red circle on it is NOT a quilt, which it clearly has written in the red circle (Any size Quilt 19.99).   It is a Bedspread and we cannot sell a Bedspread that costs between 59.99 and 79.99 for a Quilt...

price of 19.99.  Once again we apologize for the oversight in editing but we cannot honor the price of 19.99.  Thank  you.

Tell us why here... I would also like to point  out a few things about Mr [redacted]s order.  First of all he placed the order using his mothers order form without changing his mothers name to his.  Our order forms say that we electronically process our orders.  Meaning these order forms and checks go through a machine that reads the information and creates the orders.  The machine cannot know if an order is made out to the wrong customer name.  Second we have not received the incorrectly addressed 10.24 refund check back, but we are making an exception and cancelling the wrong check from our system and reissuing a new check for 10.24 under [redacted]s name.  Second the 22.24 check [redacted] is in the hands of the postal system and we have no control on how long it takes them to deliver a letter.  And lastly I would like Mr [redacted] to know that our usual shipping delivery time is  between 7 and 10 days.  This is on Fax orders, Phone orders and Internet Orders.  Mail orders will take longer because all checks are subject to verification, which is stated on the back of the order form.  Therefore, Mr [redacted] received his parcel in a reasonable amount of time.  We have bent over backward for Mr [redacted] and we now consider this matter closed.

Initial Business Response /* (1000, 5, 2015/06/12) */
I apologize to Ms [redacted] that she felt it necessary to contact your offices. When Ms [redacted] called on 5-19-15 saying that she thought the item was missing a piece we offered her a merchandise certificate in place of a new item. Ms [redacted]...

accepted. Due to the fact that Ms [redacted] was short a dollar when she sent in her payment we deducted the dollar from the MC and issued her a 15.99 certificate. The merchandise certificate clearly states that the amount is for product and does not include shipping and handling. When Ms [redacted] called to place a new order it is standard procedure to ask for a customers CC# and the security code is part of this procedure. I believe every company asks for this code to verify ownership of the card. We have a very secure shopping environment for customers but we understand that some people will always be apprehensive especially if they have had problems elsewhere. Therefore, we have generated a refund for 15.99 to be sent the week of 6-22-15. Ms [redacted] had a promotion code that gave her free shipping. I hope this rectifies this situation.
Thank you.

We apologize to Ms. [redacted] for the inconvenience caused her.  We have generated a full credit of 68.40 that will be processed today 2-19-18.

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,
Charles [redacted]

Tell us why here... We apologize to Ms. [redacted] for the mix-up with her order.  We are reshipping the correct item, [redacted], the [redacted] that she had initially requested.  Ms [redacted] may keep the frog set to do with what she wants.  The [redacted] does cost 20.00 more than Ms...

[redacted] was charged for the frogs, but we are eliminating the shipping cost of 9.99 which will bring the price down to 11.01 with the 19.99 refund for the frogs.  We are sorry that the operator did not take this action himself and we are sorry for the inconvenience caused Ms [redacted] and trust that this rectifies the situation.

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 am still unhappy with the company as it took six weeks to get a refund AND they never answered any of my emails. Extremely poor customer service. I would not recommend them to anyone.
Sincerely,
[redacted]

Tell us why here...  This to clarify what items are NOT eligible for extra promotional discounts.  All clerance items ending in a dollar amount of .97 cents or .00.  Total current order $91.36 which included 10.99 shipping and 2.25 handling charge.  Customer saved $12.60 on her 15% discount.

Tell us why here...  I have investigated Ms [redacted] complaint and have given her a credit of $39.99 the cost of the item.  Customer had free shipping at the time of the order and the 2.25 handling charge is not refundable.  I hope this brings this matter to a satisfactory...

conclustion.  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. However, the business did not offer an apology as stated in their response to the Revdex.com.  As of 3/28/2018 transaction is still pending.  Once the funds are back on my credit card, then I will fully accept their response.  
Sincerely,
Lodis [redacted]

Tell us why here...
I apologize to [redacted].  We acquired his information from another companies list.  I have submitted a request to the appropriate department to have his information removed from our mail and email addresses.  Because of our mailing schedule, [redacted] may still...

receive one or two more mailings before they stop.
I sincerely apologize for the inconvenience caused.