Polymer Clay Express

From: Polymer <Polymer@***.com>Date: Mon, May 11, 2015 at 6:05 PMSubject: RE: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] @mybbb.org>Hello ***,I will forward a copy of all emails sent to and received from [redacted] ... [redacted] placed an order with our company on Feb 13, 2015She forgot to check off the box of how she wanted shipping to be considered.The total for the order was $5 and I charged her a total of $3.50 for postage-----I received an email from [redacted] on Feb 19 inquiring as to why an additional $3.50 was charge to her credit card.I responded the same day, Feb 19, as to indicate the $3.50 was charge for postage and politely let her know if she had questions to ask [redacted] responded late that day, Feb 19, and indicated that nowhere on checking out on our website she would be charged for postage $3.50and if she knew that it was to be charged, she probably would not have placed the order. She requested a refund for the $3.50I responded to [redacted] on Feb 20, stating that did she think that her order was to be shipped with free postage? And informed her that atthe checkout there is a box to click for shipping---and told her she probably missed doing so. Again I was very cordial and polite. [redacted] responded on Feb 20 with very accusing comments that we are not an ethical, legitimate company. She threatened to contact hercredit card company, Consumer Protection Agency and the RevDex.com if I refused to refund the $3.50 immediately.I responded later in the day and informed her that the credit card was refunded for $3.50. I also commented the following-----“having been in business for 15 years and dealing with thousands of customers throughout the world, we have never had a customer like you----making accusations and threats.” “Gladly we will refund your $3.50-----I also indicated that we would no longer accept business from [redacted] .As a business-----in 15 years----we are very conscious of customer service and building a relationship to have a long term dealings with our customers,It would be the same coming into our retail store and being very rude and obnoxious to our staff, that person would be asked to leave and not comeback.At no time was I rude and inappropriate. [redacted] told me she was filing a complaint to the RevDex.com and I informed her that is herright to do so. She demands someone to apologize to her-------We have no intentions to apologize for our appropriate responses to inappropriateaccusation, threats.As indicated I will forward you copies of the emailsPlease call me at your convenience if there is a need to further discuss this matterThanks again for your assistanceRob Y***Office ManagerPolymer Clay Express###-###-#### 11am-6pm est M-FrCell ###-###-#### Hello ***, Here is the first of 3 forwarded emailsRob Y***Polymer Clay ExpressCase # [redacted] **###-###-#### From: [redacted] [mailto: [redacted] @ [redacted] .net] Sent: Thursday, February 19, 2015 6:50 PMTo: PolymerSubject: Re: Invoice Rob, nowhere during checkout was I told that I would be charged $3.50 for shipping, nor was that indicated on my email invoice (would have been to late at that point anyway). That definitely would have impacted my decision about whether or not I wanted to purchase from your site and it seems terribly unethical that this happened. Please refund the $3.50 as soon as possible. Thanks, [redacted] Sent from my ***On Feb 19, 2015, at 5:30 PM, Polymer <Polymer@***.com> wrote:Hello [redacted] The $3.50 was for postageAny questions please askThanks again for your businessRob-Office Manager###-###-#### 11am-6pm est M-Fri From: [redacted] [mailto: [redacted] @ [redacted] .net] Sent: Thursday, February 19, 2015 4:18 PMTo: polymer@***.comCc: [redacted] @ [redacted] .netSubject: RE: InvoiceImportance: High Hi – why is there a charge from you (as [redacted] , Inc) for $8.50 when the order total was $5?Thanks, [redacted] From: Polymer Clay Express [mailto:polymer=***[email protected]] On Behalf Of Polymer Clay ExpressSent: Friday, February 13, 2015 3:22 PMTo: [redacted] @ [redacted] .netSubject: Invoice Invoice Date13-Feb-2015Invoice Number*** [redacted] ***Yardley, Pennsylvania ***United States QuantityProductDescription Unit PriceTotal1 [redacted] 4oz - Gloss $5.00$5.00 Shipping Cost:$0.00Shipping Tax:$0.00Grand Total:$5.00Paid Already:$5.00Outstanding:$0.00 Polymer Hello [redacted] Here is the 2nd of 3 emails ###-###-#### Case # [redacted] From: ...May 11 (3 days ago)Polymer via [redacted] .net May 11 (3 days ago)to me Hello ***Here is the 3rd of the forwarded emailsRobOffice ManagerPolymer Clay Express###-###-####Case # [redacted] *** From: [redacted] [mailto: [redacted] @ [redacted] .net] Sent: Friday, February 20, 2015 4:46 PMTo: PolymerSubject: Re: Invoice Because of this insane response I am still planning to report you to the BBB and would prefer to cancel the entire order as I want nothing from a company like yours.Sent from my ***On Feb 20, 2015, at 2:55 PM, Polymer <Polymer@***.com> wrote:Having been in business for 15 years and dealing with thousands of customers throughout the world, we have never had a customer like you-----making the accusations and threatsGladly we will refund your $3.50------No further orders made by you will be accepted

From: Polymer <Polymer@[redacted].com>Date: Mon, May 11, 2015 at 6:05 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Hello [redacted],I will forward a copy of all emails sent to and received from [redacted]...

[redacted] placed an order with our company on Feb 13, 2015She forgot to check off the box of how she wanted shipping to be considered.The total for the order was $5 and I charged her a total of $3.50 for postage-----I received an email from [redacted] on Feb 19 inquiring as to why an additional $3.50 was charge to her credit card.I responded the same day, Feb 19, as to indicate the $3.50 was charge for postage and politely let her know if she had questions to ask[redacted] responded late that day, Feb 19, and indicated that nowhere on checking out on our website she would be charged for postage $3.50and if she knew that it was to be charged, she probably would not have placed the order.  She requested a refund for the $3.50I responded to [redacted] on Feb 20, stating that did she think that her order was to be shipped with free postage?  And informed her that atthe checkout there is a box to click for shipping---and told her she probably missed doing so.  Again I was very cordial and polite.[redacted] responded on Feb 20 with very accusing comments that we are not an ethical, legitimate company.  She threatened to contact hercredit card company, Consumer Protection Agency and the Revdex.com  if I refused to refund the $3.50 immediately.I responded later in the day and informed her that the credit card was refunded for $3.50.  I also commented the following-----“having been in business for 15 years and dealing with thousands of customers throughout the world, we have never had a customer like you----making accusations and threats.”   “Gladly we will refund your $3.50-----I also indicated that we would no longer accept business from [redacted].As a business-----in 15 years----we are very conscious of customer service and building a relationship to have a long term dealings with our customers,It would be the same coming into our retail store and being very rude and obnoxious to our staff, that person would be asked to leave and not comeback.At no time was I rude and inappropriate. [redacted] told me she was filing a complaint to the Revdex.com and I informed her that is herright to do so.  She demands someone to apologize to her-------We have no intentions to apologize for our appropriate responses to inappropriateaccusation, threats.As indicated I will forward you copies of the emailsPlease call me at your convenience if there is a need to further discuss this matterThanks again for your assistanceRob Y[redacted]Office ManagerPolymer Clay Express###-###-####  11am-6pm est M-FrCell ###-###-####
 
Hello [redacted], Here is the first of 3 forwarded emailsRob Y[redacted]Polymer Clay ExpressCase # [redacted]###-###-#### From: [redacted] [mailto:[redacted].net] Sent: Thursday, February 19, 2015 6:50 PMTo: PolymerSubject: Re: Invoice Rob, nowhere during checkout was I told that I would be charged $3.50 for shipping, nor was that indicated on my email invoice (would have been to late at that point anyway).  That definitely would have impacted my decision about whether or not I wanted to purchase from your site and it seems terribly unethical that this happened.  Please refund the $3.50 as soon as possible.   Thanks,[redacted]Sent from my [redacted]On Feb 19, 2015, at 5:30 PM, Polymer <Polymer@[redacted].com> wrote:Hello [redacted]The $3.50 was for postageAny questions please askThanks again for your businessRob-Office Manager###-###-####  11am-6pm est M-Fri From: [redacted] [mailto:[redacted].net] Sent: Thursday, February 19, 2015 4:18 PMTo: polymer@[redacted].comCc: [redacted].netSubject: RE: InvoiceImportance: High Hi – why is there a charge from you (as [redacted], Inc) for $8.50 when the order total was $5?Thanks,[redacted] From: Polymer Clay Express [mailto:polymer=[redacted][email protected]] On Behalf Of Polymer Clay ExpressSent: Friday, February 13, 2015 3:22 PMTo: [redacted].netSubject: Invoice Invoice Date13-Feb-2015Invoice Number[redacted]Yardley, Pennsylvania [redacted]United States QuantityProductDescription                                                           Unit PriceTotal1[redacted] 4oz - Gloss $5.00$5.00  Shipping Cost:$0.00Shipping Tax:$0.00Grand Total:$5.00Paid Already:$5.00Outstanding:$0.00 Polymer Hello [redacted] Here is the 2nd of 3 emails ###-###-#### Case # [redacted] From: ...May 11 (3 days ago)Polymer via [redacted].net May 11 (3 days ago)to me Hello [redacted]Here is the 3rd of the forwarded emailsRobOffice ManagerPolymer Clay Express###-###-####Case # [redacted] From: [redacted] [mailto:[redacted].net] Sent: Friday, February 20, 2015 4:46 PMTo: PolymerSubject: Re: Invoice Because of this insane response I am still planning to report you to the Revdex.com and would prefer to cancel the entire order as I want nothing from a company like yours.Sent from my [redacted]On Feb 20, 2015, at 2:55 PM, Polymer <Polymer@[redacted].com> wrote:Having been in business for 15 years and dealing with thousands of customers throughout the world, we have never had a customer like you-----making the accusations and threatsGladly we will refund your $3.50------No further orders made by you will be accepted

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because the business is still not taking responsibility for the failures in their system nor in how they mistreat their customers.  I am including the entire email thread here, in chronological order (much more clearly and thoroughly than it's been presented by the business).  I'm very interested to know what they owner of Polymer Clay Express thinks about how this was handled by their office manager, Rob, as well as what they think regarding this major defect in their online application which misleads their customers into thinking they're paying one price when they'll actually be charged another, and under a different company name making it hard to trace back.
The whole experience was a nightmare and I want the entire chain of correspondence on record so that people can read the actual details of what transpired.  Additionally, Rob alluded to the fact that never in their 15 year history have they had a customer like me making these kinds of accusations, threats, etc.  I just want to point out that that is not a valid statement as I researched this company after my experience and found many other, similar complaints.  Customers would be well advised to stay far away from this company.[redacted]