Pasco Imaging Consultants PA

This order was delivered to the customer on 12/Screenshot of the confirmation attachedUSPS tracking - [redacted]

Hi, I previously emailed Revdex.com this week about this case but have not heard backI forwarded over our prior email and correspondence with the customer because I did not see the option to reply with additional information in this interfaceAttached is our email to the customer late December providing a pre-paid shipping labelAlso attached is our correspondence with the customer from the other day where he is confirming receipt of the pre-paid label.Should you need additional information please let us knowThank you,Anthony

Complaint: [redacted] I am rejecting this response because: there was no check box, it however stated a day production time I am done dealing with this vendor anyways Lesson learnedThank you Regards, [redacted]

Hi Revdex.com,The customer placed their order on December 11thAll orders placed on December 9th or later had a check box next to the item like the one shown on the attachment that stated "Please note your order will not be guaranteed by Christmas if placed today"Without checking off the box a customer is unable to place their orderWe are a made-to-order business, as stated on all applicable items on our websiteThe items purchased have a business day production time (weeks)The reason we charge a restock fee is once the items are purchased we begin making themIf a cancelation occurs within hours of the order being placed we can cancel the order without any cost to usIf we cancel the order any later than that we can no longer pull the item off of the manufacturing line and are forced to complete it, then store the items in a warehouse and sell at a clearance price to remove the inventoryWe are not equipped with the necessary storage for 1000s of unitsEvery item goes directly from quality inspection to our shipping departmentDue to Christmas Day holiday and the non business days in between these items arrived on time as advertisedWe did unfortunately have orders that were guaranteed by Christmas and did not arrive on time, for those customers we of course did not charge a restock feeIn this case we clearly stated Christmas delivery was not guaranteed and never led the customer on to think otherwiseWe would be happy to issue a discount if the customer would like to keep their itemsIf they prefer to ship the items back we can absolutely accommodate that request and issue a refund less the restock fee once the return is deliveredWe can also provide the customer with a pre-paid shipping label free of charge.I hope this helpsWe are not trying to scam anyoneWe are a growing business that relies on made-to-order productionIt is not ideal however due to the cost of sublimation printing in the US this is the business model we currently employ.Best Regards,Customer Support

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hi ***,I apologize for your experience shopping with usCustomer service should have responded to you within hoursI am waiving our 15% restock fee on made-to-order items and refunding you the full amountYou should receive an email notification shortlyThe refund itself will clear back
to your bank account in 4-business daysSorry again for your experience, we will work to improve in order to provide better customer supportWe are a smaller sized business, this past holiday season our order volume increased ten fold in a short periodDue to miscalculations on our part we were understaffed for the order volume we experiencedAgain, on behalf of the company I apologize to youIf you would like to email your husband's name to ***, I will make sure he is unblocked from our page right away Happy Holidays,Anthony U***

Hi Revdex.com,The automated email the customer is referring to is the auto reply that is issued from our inbox when a new customer support email is sent to usThere was a period of days when our customer service inbox was backed up and email replies were taking 4-days which is unacceptable on our
partWe have gotten in touch with all customers since then to rectify all questions and potential order issuesOur support rep emailed with this customer in late December, he agreed to ship the hoodie back for a full refund including his shipping chargeHe was already notified that no restocking fee will be chargedAs soon as his return is processed the refund will be issuedThe customer should allow 3-business days for his bank to clear the refundIf he has any questions at all he can get back in touch with us, our customer service reply times are back to under hours.Attached is his most recent email correspondence in December agreeing to return the item for a full refund. Best Regards,Anthony

Hi, I previously emailed Revdex.com this week about this case but have not heard back. I forwarded over our prior email and correspondence with the customer because I did not see the option to reply with additional information in this interface. Attached is our email to the customer late December providing a pre-paid shipping label. Also attached is our correspondence with the customer from the other day where he is confirming receipt of the pre-paid label.Should you need additional information please let us know. Thank you,Anthony

Hi [redacted],I apologize for your shopping experience with us. It looks like you were refunded December 18th less the 15% restock fee. We do not charge a restock fee on all of our items, only those that are made-to-order sublimation print because they are a lot more expensive to make. For those items we...

list the information in the product description and have a 10 Day Production time disclaimer. That said, customer service should have gotten back to you in a much quicker fashion, that is not the type of service we strive for. I am going to waive that restock fee and refund the remaining $7.50 balance. Sorry again for your experience with us. In the future if you would like to give us another chance email us and we'll give you a discount on your order. Happy Holidays

This order was delivered to the customer on 12/23. Screenshot of the confirmation attached. USPS tracking - [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there was no check box, it however stated a 10 day production time.  I am done dealing with this vendor anyways.  Lesson learnedThank you
Regards,
[redacted]

Hi Revdex.com,The customer placed their order on December 11th. All orders placed on December 9th or later had a check box next to the item like the one shown on the attachment that stated "Please note your order will not be guaranteed by Christmas if placed today". Without checking off the box a customer...

is unable to place their order. We are a made-to-order business, as stated on all applicable items on our website. The items purchased have a 10 business day production time (2 weeks). The reason we charge a restock fee is once the items are purchased we begin making them. If a cancelation occurs within 72 hours of the order being placed we can cancel the order without any cost to us. If we cancel the order any later than that we can no longer pull the item off of the manufacturing line and are forced to complete it, then store the items in a warehouse and sell at a clearance price to remove the inventory. We are not equipped with the necessary storage for 1000s of units. Every item goes directly from quality inspection to our shipping department. Due to Christmas Day holiday and the non business days in between these items arrived on time as advertised. We did unfortunately have orders that were guaranteed by Christmas and did not arrive on time, for those customers we of course did not charge a restock fee. In this case we clearly stated Christmas delivery was not guaranteed and never led the customer on to think otherwise. We would be happy to issue a discount if the customer would like to keep their items. If they prefer to ship the items back we can absolutely accommodate that request and issue a refund less the restock fee once the return is delivered. We can also provide the customer with a pre-paid shipping label free of charge.I hope this helps. We are not trying to scam anyone. We are a growing business that relies on made-to-order production. It is not ideal however due to the cost of sublimation printing in the US this is the business model we currently employ.Best Regards,Customer Support