Tell us why hereThank 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 $today (1-9-2018) We hope this meets with Ms [redacted] s approval We are sorry for any inconvenience caused Thank you
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 days Since April promised Ms [redacted] a refund within 24-hours we are honoring that refund today without receipt of the items We are sorry for the inconvenience caused Ms [redacted] 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, George [redacted]
Initial Business Response / [redacted] (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-The order confirmation that is automatically emailed to web customers, also states whether the item is in stock or back orderedWe try to get like items in at the same time, but they come from different vendors and it is not always possibleMs [redacted] can always cancel the itemOnce again I apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) On September 3rd when I had placed the order the descriptions of that item did not say it would be back orderedAlso the web site guarantees 100% and to have me wait nearly months for an item I purchased is un called forI do not want my money back I want the item that I had purchased Final Business Response / [redacted] (4000, 9, 2015/09/29) */ Once again I apologizeWe cannot send an item that we do not have in stockWe are completely outThe best I can do is issue a merchandise certificate for Ms [redacted] inconvenienceThank you Final Consumer Response / [redacted] (4200, 11, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wont accept the 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 haveAlso you offering me merchandise certificate pretty much says you are admitting your mistakeI want of my money and after I receive it then we can just close my account with youI don't like businesses that offer products and cant deliverKeep your certificate I don't want it or your business anymore
Tell us why here I apologize to Ms [redacted] for the delay in sending her her last refund of Because I cannot get [redacted] to capture the refund, I have generated a refund check in the amount of This check will be sent on 12-29- Again, I am sorry for the inconvenience caused Ms ***
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.
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 timeWhy 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 orderas you operator statedNow, I need to check my account to see how much was charged to my card since that order was placedI am just asking for clarity in your advertisingIf 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]
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 *** Ms [redacted] will receive the bunces within to business days
Tell us why here...Ms [redacted] did indeed place an online order with us on 10-6- We received a pre-authorization for the amount of on 10-6- 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- 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 , 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-and we received payment of We have no idea if the customer is using a credit card or a debit cardWhen 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-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-but not paid until 11-30-
Tell us why hereI 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 refund check back, but we are making an exception and cancelling the wrong check from our system and reissuing a new check for under [redacted] s name Second the 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 and 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
Tell us why here I apologize to Ms [redacted] concerning her order placed on Saturday 5-21- 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 that was authorized will stay held until the authorization expires in to days depending on the banks practices I tried contacting the bank to have the 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
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, BBB, for assisting me on this matter. Just emailing or calling them is not enough to make them realize their mistake. With BBB, 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... 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 11100776, and find that this resolution is satisfactory to me Sincerely, Sherry [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 Sincerely, Donna [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 cents or Total current order $which included shipping and handling charge Customer saved $on her 15% discount
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 each for the boots The amount of will go back on the customers credit card Once again I apologize for the dissatisfaction for one of the products we sell 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- A credit card was used for payment and was not charged I sent him an email informing him of the cancellation on 3-27- Once again I am sincerely sorry for the poor experience he encountered with our company
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 on 1-10- I apologize for the inconvenience caused Mr [redacted]
Tell us why hereWe 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
Tell us why hereThank 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 $today (1-9-2018) We hope this meets with Ms [redacted] s approval We are sorry for any inconvenience caused Thank you
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 days Since April promised Ms [redacted] a refund within 24-hours we are honoring that refund today without receipt of the items We are sorry for the inconvenience caused Ms [redacted] 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, George [redacted]
Initial Business Response / [redacted] (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-The order confirmation that is automatically emailed to web customers, also states whether the item is in stock or back orderedWe try to get like items in at the same time, but they come from different vendors and it is not always possibleMs [redacted] can always cancel the itemOnce again I apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) On September 3rd when I had placed the order the descriptions of that item did not say it would be back orderedAlso the web site guarantees 100% and to have me wait nearly months for an item I purchased is un called forI do not want my money back I want the item that I had purchased Final Business Response / [redacted] (4000, 9, 2015/09/29) */ Once again I apologizeWe cannot send an item that we do not have in stockWe are completely outThe best I can do is issue a merchandise certificate for Ms [redacted] inconvenienceThank you Final Consumer Response / [redacted] (4200, 11, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wont accept the 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 haveAlso you offering me merchandise certificate pretty much says you are admitting your mistakeI want of my money and after I receive it then we can just close my account with youI don't like businesses that offer products and cant deliverKeep your certificate I don't want it or your business anymore
Tell us why here I apologize to Ms [redacted] for the delay in sending her her last refund of Because I cannot get [redacted] to capture the refund, I have generated a refund check in the amount of This check will be sent on 12-29- Again, I am sorry for the inconvenience caused Ms ***
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.
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 timeWhy 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 orderas you operator statedNow, I need to check my account to see how much was charged to my card since that order was placedI am just asking for clarity in your advertisingIf 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]
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 *** Ms [redacted] will receive the bunces within to business days
Tell us why here...Ms [redacted] did indeed place an online order with us on 10-6- We received a pre-authorization for the amount of on 10-6- 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- 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 , 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-and we received payment of We have no idea if the customer is using a credit card or a debit cardWhen 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-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-but not paid until 11-30-
Tell us why hereI 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 refund check back, but we are making an exception and cancelling the wrong check from our system and reissuing a new check for under [redacted] s name Second the 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 and 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
Tell us why here I apologize to Ms [redacted] concerning her order placed on Saturday 5-21- 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 that was authorized will stay held until the authorization expires in to days depending on the banks practices I tried contacting the bank to have the 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
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, BBB, for assisting me on this matter. Just emailing or calling them is not enough to make them realize their mistake. With BBB, 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... 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 11100776, and find that this resolution is satisfactory to me Sincerely, Sherry [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 Sincerely, Donna [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 cents or Total current order $which included shipping and handling charge Customer saved $on her 15% discount
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 each for the boots The amount of will go back on the customers credit card Once again I apologize for the dissatisfaction for one of the products we sell 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- A credit card was used for payment and was not charged I sent him an email informing him of the cancellation on 3-27- Once again I am sincerely sorry for the poor experience he encountered with our company
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 on 1-10- I apologize for the inconvenience caused Mr [redacted]
Tell us why hereWe 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