Paper Factory Inc

Tell us why here...  Thank you for giving us this opportunity to answer Mr. [redacted] complaint concerning non receipt of product ordered in November 2017.  We found that Mr. [redacted] placed this order on our Web site and his name and address populated with his old Florida address. ...

When he called on December 12-9-17 he told one of our operators that he had not noticed the address was not updated.  We told him we would send a prepaid return address label to that address to get the merchandise back and then we would reship it to him.  Unfortunately, we have not received the package.  In the interest of good customer service we are issuing Mr. [redacted] a full refund of $168.39 on his credit card.  He should see this reflected on 2-6-18.  We hope this complaint has been satisfactorily concluded for Mr. [redacted].  Thank you.

Tell us why here...  I have looked into Ms [redacted] complaint and have found that the Postal Service is showing that the package was handed to the customer on 12-24-16 at 1:43pm.
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 hope that Ms [redacted] was satisfied with the items that she ordered.

Tell us why here...  We are sorry Ms. [redacted] was inconvenienced by the delay in receiving her credit.  We show that we received the return into our system on 7-3-17 and that is when we credited Ms [redacted]' account for 34.94.  Ms [redacted] used one of our prepaid return labels...

which states 7.99 will come off of her refund.  Also, the handling charge is non refundable.  Ms [redacted] should find the credit in three units on her credit card statement showing 4.98, 14.99 and 14.97.  I hope Ms [redacted] is satisfied with this explanation.  Thank you.

Tell us why here...  I apologize to Ms [redacted] concerning her order placed on Saturday 5-21-16.  We were updating our Website on that day and while customers could stilll place orders, there was a delay in the orders getting into our database for processing.  This is why our CSR's...

could not find her order at first.  As Ms [redacted] knows we were able to cancel the order, but because she used a debit card the 27.23 that was authorized will stay held until the authorization expires in 3 to 4 days depending on the banks practices.  I tried contacting the bank to have the 27.23 released for immediate use but was told that the cardholder has to do so herself providing the bank with the pertinent information.  I provide Ms [redacted] with this information by email.  I also explained to Ms [redacted] that I could not comment on the promo code as it did not attach to the order.  Without the promo code I cannot comment.  But our website does warn customers not to use the back button.  Using the back button actually caused the order to be accepted because the ordering process was to that point where it was ready to be accepted.  I apologize to Ms [redacted] for all the confusion and the inconvience caused her.

Tell us why here...Ms. [redacted] did indeed place an online order with us on 10-6-17.  We received a pre-authorization for the amount of 129.10 on 10-6-17.  Unfortunately, because of a deluge of orders that our warehouse could not keep up with, Ms [redacted]s order did not ship unti...

10-18-17.  By this time the pre-authorized amount expired and was released back into Ms [redacted]s debit account for immediate use.  When we shipped the order and tried to get paid the 129.10 , our processor had to get a new authorization which was declined.  Since the package was already on its way to Ms [redacted] we could not stop the shipment.  In cases like this we usually have to wait a month and then try to resubmit the deposit.  We did this on 11-30-17 and we received payment of 129.10.  We have no idea if the customer is using a credit card or a debit card. When Ms [redacted] received her statement in October she may have seen the pre authorization but no matter what her bank says we did not receive payment until 11-30-17. We apologize to Ms [redacted] for any worry or any inconvenience caused her, but we can assure her she was only charged one time for the shipment sent on 10-18-17 but not paid until 11-30-17.

I have investigated Ms. [redacted] claim for a return label and found that we issued five return labels between 12-4-17 and 3-12-18.  We have tried emailing and mailing these labels and customer keeps claiming non receipt.  We verified her address and she still has claimed non receipt. ...

We feel that we have done all we could for Ms. [redacted].  If Ms. [redacted] still wishes to return her items she will have to mail them on her own.  Unfortunately, due to the time span between Ms. [redacted] receiving the product and when or if she returns the product we can only issue a merchandise certificate.  Our return guarantee is for 60 days.  I apologize but this is the best we can do.

Tell us why here...
I apologize to Ms [redacted].  I have generated a further refund of 7.99 that should be posted by 1-26-16 or 1-27-16.

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,
George [redacted]