Pepitastore Inc.

After checking this case, I would like to confirm with you that this case has been directly handled with the customer; partial refund of $*** completed and processed and customer informed that the funds will be back into his account within working days, depending on the bank
We have Payment
provider proof of this refund if needed, but we are at the same time communicating with the customer directly
Please let us know if you need anything else from our side

Package was resent to the customer and already delivered
We are in direct communication with the customer and everything is sorted and properly managedIf needed, we have tracking information and details, per request
Let us know if you need anything else

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***

After checking this case, I would like to confirm with you that this case has been directly handled with the customer; partial refund of $*** completed and processed and customer informed that the funds will be back into his account within working days, depending on the bank
We have Payment
provider proof of this refund if needed, but we are at the same time communicating with the customer directly
Please let us know if you need anything else from our side

Initial Business Response /* (1000, 15, 2015/12/14) */
***@gmail.com
order XXXXXXX
The customer was contacted our customer support times in less than 24h on the 23rd and 24th of JuneWe responded to him on his first email the same dayHe wished to change his shipping address
because he was moving but his package had already been sent
He was suggested to request from the postal services to forward him his package to his new addressIf this was not a possibility, we could either send it back to him once the package came back to us, or we could also cancel his order and refund him once the package was returned
We received confirmation the package was being returned to us on the 25th and offered him to resend it to him or cancel and refund him
His order was cancelled and refunded on June 30th

Initial Business Response /* (1000, 7, 2016/01/22) */
The holiday season has generated a peak in our service levels that has indeed delayed the response to all our customer service petitionsThis been clarified, this issue has already been solved and as agreed with the consumer, a new package has
been dispatched to replace the original one, considered lost at this stageWe apologize for the inconvenience and the delay on the resolution

Final Consumer Response /* (2000, 15, 2015/10/05) */
I finally recovered my item with no help from *** I did, however, learn that *** was giving information about the recovery process after speaking with the consumer affairs department while trying to pursue the issue on my own
*** Online Stores was responsible for calling to register a case with the USPS for non shipment of the package, and the Post Office could NOT file a theft charge as *** tried to push because the package was not stolen Beware

Your ***? *** Collector's Edition purchase will ship any time now and you will be sent a tracking number as soon as it leaves the warehouseAll pre-orders ship a few days before the actual release date in order to arrive on timeEverything is going according to planI understand you
have already been contacted by a *** *** customer support representative regarding your duplicate order however, we would just like to mention that this issue is not linked to your *** *** orderWe are truly sorry for any trouble caused by this and we will definitely make sure you receive compensation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** ***

Your [redacted] [redacted] Collector's Edition purchase will ship any time now and you will be sent a tracking number as soon as it leaves the warehouse. All pre-orders ship a few days before the actual release date in order to arrive on time. Everything is going according to plan. I understand you...

have already been contacted by a [redacted] customer support representative regarding your duplicate order however, we would just like to mention that this issue is not linked to your [redacted] order. We are truly sorry for any trouble caused by this and we will definitely make sure you receive compensation.

Initial Business Response /* (1000, 7, 2016/01/22) */
The holiday season has generated a peak in our service levels that has indeed delayed the response to all our customer service petitions. This been clarified, this issue has already been solved and as agreed with the consumer, a new package has...

been dispatched to replace the original one, considered lost at this stage. We apologize for the inconvenience and the delay on the resolution.

Initial Business Response /* (1000, 14, 2015/12/14) */
[redacted]@gmail.com
order XXXXXXX
The customer's package was delivered on his doorstep and missing when he returned home. He was victim of a theft. Our customer services are pending the UPS inspection for stolen product to be able to...

refund the customer.
The delivered product was apparently stolen: https://wwwapps.ups.com/WebTracking/processRequest?loc=en_EN&tracknum=1ZV932...⇄
We require a UPS inspection conclusion to close the case.
Once we will have the conclusion the customer will have the option of either being refunded or
Initial Consumer Rebuttal /* (3000, 16, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already gave them a case number and a contact number from USPS. USPS has already closed my case and said that my package was lost. I have yet receive the product or a refund. Also It's been nearly 4 months since I filed this complaint.
I have a letter from [redacted] from USPS that I forwarded to them several months ago. The letter goes...
Dear [redacted],

I regret learning of the inconvenience you have experienced concerning the delivery of your Parcel Select, USPS Tracking XXXX XXXX XXXX XXXX XXXX XXXX XX.

Our Track/Confirm system indicates that the item was delivered on 06/23/15. You stated you did not receive it. Unfortunately, this item did not require a signature.

As a courtesy, I am providing this letter for your use in contacting the sender in hopes that your item can be re-shipped since you stated you did not receive it.

Please accept our sincere apology for any inconvenience this matter may have caused you.

[redacted]
USPS
Consumer and Industry
XXX-XXX-XXXX
Final Business Response /* (4000, 19, 2015/12/16) */
Dear [redacted],
We have never received the letter you mention from [redacted] As proof, please see the attached image displaying our last exchanges with you in which we await this response.
If you in fact have this letter, please send it to us and we would be happy to refund your order.
Best,
The PepitaStore Team
Final Consumer Response /* (4200, 29, 2016/01/06) */
Hi Ms. [redacted],
They never provided me with a direct contact number even though I asked for one.
[redacted]

Initial Business Response /* (1000, 14, 2015/12/14) */
[redacted]@gmail.com
order XXXXXXX
The customer requested cancelling his order on July 30th (he may have requested a previous cancellation request with a different service we are not aware of). The product had already been shipped and...

we sent him a return label (we work Fedex return labels).
Our customer service is pending to receive the product: our records signal he has never shipped the product back to us.
I was charged for and was delivered on 7/29/15.
This customer may have contacted the wrong customer service, which is not a part of our company or associated to the Square Enix Services we work with
When the customer contacted us, he was delivered and we sent him a return label to allow him to return the product to be refunded. It seems he chose not to do so.
We cannot refund a customer without being returned the product.
Initial Consumer Rebuttal /* (3000, 16, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All cancellation requests were done via https://store.na.square-enix.com/en/ per the online listed instructions to cancel. The first request to cancel was submitted immediately after the order was replaced. However, the cancellation requests at this point are not relevant. The events that transpired are that I received 3 emails in a row on 8/10/15 with instructions to print my label to return the product. The label was printed and the package was dropped off at a local FedEx location in Fort Wayne (RMA# XXXXXXX). I am not in possession of this package. Where I failed is that I did not keep record of the tracking number. I just spent 2 hours of my evening on the phone with FedEx customer support trying to track down the number (with only the RMA number to reference). I have been informed by FedEx that a FedEx Delivery Manager system is likely used by this company and that there are multiple existing account numbers. Should Pepita be sincere about resolving this issue, I have been told that they can call FedEx customer service to provide the account number associated with this return to verify tracking information. Truth be told the reason I requested the return is because I made the same purchase from walmart.com for $84.69. I would not benefit from having two of these products having paid $45 more for one of them. I also have no use for two copies nor would I request a refund if I didn't send the package back. All I know is that it was sent and I don't have it. If Pepita desires, FedEx will confirm if they provide the associated account number. The only thing left that I can say is I have around $600 worth of merchandise from this website on my wall with another pending business order for $109.96 for a pre-order. I have no reason to be dishonest and I'm sorry to say that I don't have proof of the tracking number six months after I requested the order to be cancelled the first time. At this point, I'm exhausted... I've been isolated from my wife all evening working on this. Pepita, you win. You can have my $130 and you can keep the product that I ethically. If Pepita cares to verify the return, feel free to check the FedEx Delivery Manager and/or call customer service and provide your account number to verify. I'm sorry that we can no longer have a business relationship. I'll be closing my Square Enix account and cancelling my pre-orders. Pepita/Square Enix, if you ever decide to make this right, I'll reconsider being a customer. I regret that I have spent almost six months on this only to be told that "It seems he chose not to do so."
Final Business Response /* (4000, 18, 2015/12/29) */
Please note that on every RMA label issued, we cover the costs of the return. This been clarified, on 2015-08-10 this order was accepted to be returned, and the consumer was provided the tools to do so through FedEx. The package did arrive to our warehouse on 08/27/2015, but no contact was performed on the consumer's to follow-up on this arrival. The following contact we received was the chargeback notification, followed by the successful refund of this order on 09/28/2015.
We consider this case closed, despite it could have been resolved faster and easier if the consumer had contacted again our CS platform (after all the consumer was given the tracking number on the return shipment, and could have easily known when the package made it to our warehouse) instead of issuing the chargeback.
Final Consumer Response /* (4200, 22, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Chargeback was necessary because issue was not resolved by the company in a timely manner nor was there any indication that it would be due to lack of correspondence after several requests. The credit card company paid for the companies mistake and poor customer service. Additionally, I've been accused of several things such as deciding not to return the package, never sending in, and not following up appropriately. I'm glad that, several months later, we have established that I sent back the product as instructed. It is clear that this company does not take responsibility for anything and instead places blame on the consumer. Interesting that I should have to contacted the CS Platform (the same one I never got any responses from), to follow up to tell someone to process the request after I've already asked several times and already sent back the package as instructed. Requests were made, instructions were followed, package was returned by consumer. Requests not answered, no customer service phone number, package denied to have been received by company (although it was), but the consumer is incompetent for not following up, which I shouldn't have to, by using a broken customer service system (that never responds). I've never seen a company be so wrong every step of the way and blame the consumer (who had had so much trouble). There is clearly no value placed on the business I've done and no credibility given. So yes, the credit card company paid for the incompetent business practices. That's what they do, protect consumers from this kind of treatment. Good for them.

Package was resent to the customer and already delivered.
 
We are in direct communication with the customer and everything is sorted and properly managed. If needed, we have tracking information and details, per request.
 
Let us know if you need anything else.

Final Consumer Response /* (2000, 15, 2015/10/05) */
I finally recovered my item with no help from [redacted]. I did, however, learn that [redacted] was giving false information about the recovery process after speaking with the consumer affairs department while trying to pursue the issue on my own. ...

[redacted] Online Stores was responsible for calling to register a case with the USPS for non shipment of the package, and the Post Office could NOT file a theft charge as [redacted] tried to push because the package was not stolen. Beware.