Penntext

Penntext prides ourselves on giving our customers a great experience, we know our customers like fast turnaround time on order fulfillment, we ship within hours of receiving the order from the on-line marketplaces,Our Customer Servicehours are8:AM to 4:PM week daysOur Customer Service team members read and reply to each e-mail receivedDuring the busy season, we can process a few hundred emails a day, because of this there is sometimes a delay processing each e-mail.Unfortunately, the return request from the customer was answered after the customer’s order was shipped.Below is the timeline of Customer’s order,01/02/7:PM - Customers order is received from the on-line online marketplace.01/03/9:AM - Penntext ships the customer’s order.01/03/7:PM - Customer asks to:have their order canceled after the order has already shipped that morning.01/04/9:AM - Customer is told the order has already shipped, and was given the package’s tracking numberCustomer was issued Return Authorization detailing return process, our standard restocking fee, and what would be refunded.01/13/10:AM - Package is delivered.01/14/12:PM - Customer refused package, Customer was informed they were responsible for return shipping charges in the Return Authorization 03/13/Customers return is not receivedCustomer does hot have insurance on their return.We work very hard to delivered great customer service and to resolve any issues fairlyIn order to resolve this situation, we requested the on-line marketplace to issue a Full Refund to the customer.The on-line marketplace will send the customer a refund cheek, because the Order is over days old, to the address they have on file for the customerThomas B

Penntext prides ourselves on giving our customers a great experience, we know our customers like fast turnaround time on order fulfillment, we ship within 24 hours of receiving the order from the on-line marketplaces,Our Customer Service. hours are. 8:00 AM to 4:00 PM week days. Our Customer Service...

team members read and reply to each e-mail received. During the busy season, we can process a few hundred emails a day, because of this there is sometimes a delay processing each e-mail.Unfortunately, the return request from the customer was answered after the customer’s order was shipped.Below is the timeline of Customer’s order,01/02/2017 7:04 PM - Customers order is received from the on-line online marketplace.01/03/2017 9:30 AM - Penntext ships the customer’s order.01/03/2017 7:30 PM - Customer asks to:have their order canceled after the order has already shipped that morning.01/04/2017 9:05 AM - Customer is told the order has already shipped, and was given the package’s tracking number. Customer was issued Return Authorization detailing return process, our standard restocking fee, and what would be refunded.01/13/2017 10:19 AM - Package is delivered.01/14/2017 12:27 PM - Customer refused package, Customer was informed they were responsible for return shipping charges in the Return Authorization 03/13/2017 Customers return is not received. Customer does hot have insurance on their return.We work very hard to delivered great customer service and to resolve any issues fairly. In order to resolve this situation, we requested the on-line marketplace to issue a Full Refund to the customer.The on-line marketplace will send the customer a refund cheek, because the Order is over 60 days old, to the address they have on file for the customer. Thomas B.

Review: I have waited nearly a month for a book to be delivered to Bangkok, ThailandI paid for priority shipping which was stated on the website as 5-business daysThis would have put the delivery date on Monday, September I have contacted Penn Text numerous times on this issue via email and I kept getting a non-answerNow, as of the last week, they don't respond to my emails at allThese emails are not vulgar or inappropriate in any way.Desired Settlement: I want my bookThis is for a graduate school course that starts in a week
Business
Response:
[redacted]
The Revdex.com
Dear [redacted]:
On 09/10/at 9:PM, Penntext received order [redacted]from [redacted] customer to be shipped to ThailandThe order was processed the following morning 09//at 8:AM via USPS priority mail international with tracking # [redacted] and was accepted at the USPS origin sort facility at6:47PM on the same day 09/11/On the 09/13/at 11:AM this order was processed in the last USPS facility in Cliicago IL, and in transit to the final destination
Please notice that this order was in transit to Thailand within less than days of been received in our computer systemOur company and the USPS offices did what we were supposed to do in a timely manner but once the item was out of American territory, no realistic delivery estimate can be given
Please find attached all the documents needed as proofs to support our statements and also a copy of our company response to the customer that will not only show we did not ignore the customer message but also show that we offered the customer the suggestion given to us by USPS to contact their local post office in Thailand providing them the tracking # requesting information on their package
Penntext is a very committed company with the highest ranking in Customer Service satisfaction and service on marketplaces as big as [redacted]
The customer already received their book, the problem was the postal service in Thailand for what we have no control whatsoever
Thank you so much for your time and understanding
Best regards;
Warehouse manager
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because: I do not have the item that I paid forThe agreement in a business transaction is that party A pays the requested amount for an item and party B gives party A said itemI paid the amount they were asking for the book, including priority shipping in which they claimed they could ship the book to Thailand in 5-business daysIt is not my problem that they could not uphold their end of the bargainThey claim that they have no control over the post office of another country, then they should not ship to that country, or if things go wrong they should rectify the situationThey should not keep money from a customer when they did not provide the goods promised