Pepitastore

Initial Business Response / [redacted] (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

Initial Business Response / [redacted] (1000, 14, 2015/12/14) */ [redacted] @gmail.com order XXXXXXX The customer's package was delivered on his doorstep and missing when he returned homeHe was victim of a theftOur 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=1ZV9320VYW...⇄ 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 / [redacted] (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 USPSUSPS has already closed my case and said that my package was lostI have yet receive the product or a refundAlso It's been nearly months since I filed this complaint I have a letter from [redacted] from USPS that I forwarded to them several months agoThe 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/You stated you did not receive itUnfortunately, 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 / [redacted] (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 / [redacted] (4200, 29, 2016/01/06) */ Hi Ms [redacted] , They never provided me with a direct contact number even though I asked for one [redacted]

Final Consumer Response / [redacted] (2000, 15, 2015/10/05) */ I finally recovered my item with no help from [redacted] I did, however, learn that [redacted] was giving 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

Initial Business Response / [redacted] (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/ 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 refundedIt seems he chose not to do so We cannot refund a customer without being returned the product Initial Consumer Rebuttal / [redacted] (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 cancelThe first request to cancel was submitted immediately after the order was replacedHowever, the cancellation requests at this point are not relevantThe events that transpired are that I received emails in a row on 8/10/with instructions to print my label to return the productThe 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 packageWhere I failed is that I did not keep record of the tracking numberI just spent 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 numbersShould 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 informationTruth be told the reason I requested the return is because I made the same purchase from walmart.com for $I would not benefit from having two of these products having paid $more for one of themI also have no use for two copies nor would I request a refund if I didn't send the package backAll I know is that it was sent and I don't have itIf Pepita desires, FedEx will confirm if they provide the associated account numberThe only thing left that I can say is I have around $worth of merchandise from this website on my wall with another pending business order for $for a pre-orderI 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 timeAt this point, I'm exhaustedI've been isolated from my wife all evening working on thisPepita, you winYou can have my $and you can keep the product that I ethicallyIf 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 verifyI'm sorry that we can no longer have a business relationshipI'll be closing my Square Enix account and cancelling my pre-ordersPepita/Square Enix, if you ever decide to make this right, I'll reconsider being a customerI 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 / [redacted] (4000, 18, 2015/12/29) */ Please note that on every RMA label issued, we cover the costs of the returnThis been clarified, on 2015-08-this order was accepted to be returned, and the consumer was provided the tools to do so through FedExThe package did arrive to our warehouse on 08/27/2015, but no contact was performed on the consumer's to follon this arrivalThe following contact we received was the chargeback notification, followed by the successful refund of this order on 09/28/ 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 / [redacted] (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 requestsThe credit card company paid for the companies mistake and poor customer serviceAdditionally, I've been accused of several things such as deciding not to return the package, never sending in, and not following up appropriatelyI'm glad that, several months later, we have established that I sent back the product as instructedIt is clear that this company does not take responsibility for anything and instead places blame on the consumerInteresting 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 instructedRequests were made, instructions were followed, package was returned by consumerRequests 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 givenSo yes, the credit card company paid for the incompetent business practicesThat's what they do, protect consumers from this kind of treatmentGood for them

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

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 [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

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