Phoenix Loss Control, Inc.

Initial Business Response /* (1000, 5, 2016/03/10) */
1st and foremost our sincerest apologies for the manner in which this order was handledWhile there are legitimate reasons on occasion that an order may not ship in a timely manner the lack of communication is unacceptable to the extent I offer
no excuse other than to inform that I am unable to find any communication pertaining to the order in my email inbox or historyThat said our standard protocol in cases where an item may not be available at the time an order is submitted is to notify the consumer in a timely manner that an item is unavailable while informing them of when the item is anticipated to be availableAt this point the consumer can opt to wait for the goods or cancel their orderIn the case of this particular order I am in the process of trying to determine why protocol was not followedHaving been on the other side of the transaction I personally feel very bad about the experience the consumer had when ordering from our siteIronically I have modeled the structure and processes to avoid any of the unpleasant experiences I have personally had when ordering product online however in this case we failedThe experience reported is not characteristic of the manner in which we service those who shop on the site however this incident has given us cause to review the process and improve in areas we find are necessary to avoid any such repeats
With regards to the mention of a full voice mailbox which was indeed the case for a short period of time that I was out of the office for longer than anticipated tending to a personal matterI know first hand how frustrating it is to not only not have received merchandise ordered but equally as frustrating to feel helpless when trying to get a handle on the status of the order and for this I am sincerely apologetic
With regards to my mention of not being able to locate any email communication pertaining to this order I want to clarify that I was able to find the original order (which should have been the only necessary communication on behalf of the consumer) as well as an email forwarded to me from my accounting department pertaining to the request for the refundI cannot find any email from the consumer to me or the store specifically but this does not mean I am doubting the claim that communication was transmittedI will ask my IT personnel to see if they can locate the communication referred toWe will of course accommodate the refund request but I'd still like to send the consumer what they ordered at no charge if they can still make use of the item
We continually strive to improve the experience to the consumer and while this is an unfortunate incident again it has given us reason to review our current process and consumer feedback and make any adjustments / improvements we find will ensure that the consumer finds us to be a credible and reliable supplier
Initial Consumer Rebuttal /* (2000, 7, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund is all that is necessary to resolve this matterI appreciate the offer to ship the item anyway but this is not needed
Final Business Response /* (4000, 16, 2016/04/21) */
We have refunded the customer and sent him an email with a receipt of refunded amountWe hope that this is an acceptable solution to the issueWe apologize for the inconvenience
Final Consumer Response /* (2000, 18, 2016/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Good Morning - I apologize for the delay in answering to this complaint.  Unfortunately I am unable to find this claim in my claim tracking system, so I'm unclear as to the specific situation and details of the damage.  If Mr. [redacted] could provide me with one or all of the following that...

would be helpful: Claim/Invoice number, Date of Damage, Location of Damage.  I searched for Mr. [redacted]' name and was unable to find his name as "the damager".  Having said this, typically we do not search records for  property owners for each damage; this would be an overwhelming task.  We use information provided to us by our investigators and/or our client regarding the damaging party and any address/mailing information provided.  If we find we need to search property records we can and will, but not typically as a regular part of our process as we handle thousands of damages.  Please let me know of other questions.  Thank you - [redacted]