I am writing in response to your recent customer service experience. First, I would like to apologize for any inconvenience we may have caused you. Second, I want you to know how much I appreciate your time and effort in notifying us of your situation. We are extremely sensitive...
to any service issues, as our reputation is based not only on our products but also our service. Our service levels reflect our brand, image and future. We are where we are today because of our quality products, complimented by the same great service. I am sorry we fell short of those standards for you this season. I have verified with our bank that the refund was processed back to your card on 12/9/16 in the amount of $39.01 and I have mailed you a $50.00 Gift card to the mailing address on your account. Sincerely, [redacted] Manager of Sales/Service Operations [redacted]
I do apologize for any confusion on this I am listing out the charged below: 01/04/17 20.00 US- January Shipment 02/07/17 20.00 US- February Shipment 03/07/17 20.00 US- March...
Shipment 04/04/17 20.00 US- April Shipment 06/05/17 20.00 US- June Shipment 06/30/17 20.00 US- July Shipment 08/07/17 20.00 US- August Shipment If you are seeing charges that are outside of this, we will need to obtain a copy of your bank statement. You can email me directly at [redacted]@thepopcornfactory.com or you can call my direct line [redacted]Sales Operations Manager
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 me.
Sincerely,
[redacted]
Somehow we missed closing this complaint out with a reply. I do apologize for the error. This customer was issued a full refund and sent a $70.00 Gift card [redacted] Manager of Sales Operations The Popcorn Factory® Fannie May Fine Chocolates® [redacted]...
A refund was posted to the customers credit card on 1-26-16 in the amount of $13.02. Additionally we are mailing a 10.00 gift card to the billing address, which should be sent out within 14 business days
Customer had 1 item delivered. Tracking link below[redacted]I do also show a refund posted to pay pal in the amount of $60.52. this was done on Friday.Customer should see the refund within a few...
I do apologize for the delay, I have verified with our payment processing center your refund was posted on 12/23/16. Additionally I have mailed you a $100.00 Gift Card for the delay. [redacted]Sales/Service Operations ManagerThe Popcorn Factory[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is semi-satisfactory to me. I do however, feel that this company by far...
does not deserve an A rating considering it's their fault that I missed a very important birthday and could not get anything sent in time. Also, right up until December 21st, the company was falsely advertising on their website "If you order by midnight tonight, it will be delivered by Christmas".....how is that possible since my order was placed on the 16th and couldn't be delivered until the 27th!! The DON'T DESERVE AN A RATING - review [redacted] and see how they are handling others like me.
Sincerely,
[redacted]
The refund has been issued back to the bank, it typically does take 7-10 business days prior to it being visible on your billing statement. We have also sent a $30.00 gift card to the mailing address on file which should arrive within the next 2 weeks. I am very sorry for any...
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 me. I would like to let them know however that the recipients did advise me that they received 2 shipments from the popcorn factory (I have no idea what or which ones) but not 3. So, although I am satisfied that something was sent and I got a refund, I still think the company has big problems with communication... I have no intention of ordering from them again after this horrendous experience. There was no reason that my order was totally dropped from the website so that I could not follow what was going on via the internet. So, thanks for doing something...and of course, since I got the refund, I'm no longer COMPLAINING, but would hope this whole fiasco is reviewed by someone at the company to prevent it from happening again. Thanks.
Sincerely,
[redacted]
Your records show that V/M were left on 1/22, 1/23 and 1/24 on a phone number ending in [redacted] .Which is the number we have listed on file. I also show that a refund was posted for 19.99 on 1/12/18 and a 2nd refund was posted on 2/9/18 for 31.59. We also delivered the first shipment 1/19/18...
Tracking [redacted] and a 2nd item was delivered via [redacted] on 1/24/18 tracking [redacted]. At this point if the club order needs to be continued a new order would need to be placed online. I do apologize for any inconvenience.
Complaint: [redacted]
I am rejecting this response because: This was on the 6.5 gallon tin ordered and delivered to Peter Estrada. I ordered a 6.5 gallon butter / cheese, and received a 6.5 gallon butter/cheese/caramel. Issue is I cannot use caramel and was never notified about a substitution.
Sincerely,
[redacted]
I am writing in response to your recent customer service experience. First, I would like to apologize for any inconvenience that we have caused you. Second, I want you to know how much I appreciate your time and effort in notifying us of your situation. We are extremely sensitive to any...
service issues, as our reputation is based not only on our products but also our service. Our service levels reflect our brand, image and future. We are where we are today because of our quality products, complimented by the same great service. I am sorry we fell short of those standards for you. The refund was processed via [redacted] as of 12/21/16 and should reflect on your account within 48 hours and the Gift Card is being sent via [redacted] overnight to your billing address. Sincerely, [redacted] Manager of Sales/Service Operations [redacted]
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 me.
Sincerely,
[redacted]very disappointed in how long and how many hours were wasted trying to get this matter resolved. $50 gif certificate is really not an adequate apology but they MUST correct their website associated with their family of brands!!!!
I am sorry for the poor experience you have had. I do show [redacted] Tracking for the replacement gift # [redacted] Delivered 12/24/16 and was left at the front door. [redacted] tracking on the original shipment [redacted] delivered 12/21/16. A 2nd replacement was done with [redacted]...
tracking [redacted]- Shows delivered 12/30/16 and also left at the front door. We also did post a full refund in the amount of $33.56 on your credit card which you should see within 48 business hours on your bank statement. Again I am very sorry for any inconvenience [redacted]Sales/Service Operations ManagerThe Popcorn Factory[redacted]
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 me.
My bank submitted a dispute and will recover the money that did not show up.
Sincerely,
[redacted]
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 me.
Sincerely,
[redacted]
I am writing in response to your recent customer service experience. First, I would like to apologize for any inconvenience we may have caused you. Second, I want you to know how much I appreciate your time and effort in notifying us of your situation. We are extremely sensitive...
to any service issues, as our reputation is based not only on our products but also our service. Our service levels reflect our brand, image and future. We are where we are today because of our quality products, complimented by the same great service. I am sorry we fell short of those standards for you this season. I have verified with our bank that the refund was processed back to your card on 12/9/16 in the amount of $39.01 and I have mailed you a $50.00 Gift card to the mailing address on your account. Sincerely, [redacted] Manager of Sales/Service Operations [redacted]
I do apologize for any confusion on this I am listing out the charged below: 01/04/17 20.00 US- January Shipment 02/07/17 20.00 US- February Shipment 03/07/17 20.00 US- March...
Shipment 04/04/17 20.00 US- April Shipment 06/05/17 20.00 US- June Shipment 06/30/17 20.00 US- July Shipment 08/07/17 20.00 US- August Shipment If you are seeing charges that are outside of this, we will need to obtain a copy of your bank statement. You can email me directly at [redacted]@thepopcornfactory.com or you can call my direct line [redacted]Sales Operations Manager
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 me.
Sincerely,
[redacted]
Somehow we missed closing this complaint out with a reply. I do apologize for the error. This customer was issued a full refund and sent a $70.00 Gift card [redacted] Manager of Sales Operations The Popcorn Factory® Fannie May Fine Chocolates® [redacted]...
Lake Forest, IL 60045
A refund was posted to the customers credit card on 1-26-16 in the amount of $13.02. Additionally we are mailing a 10.00 gift card to the billing address, which should be sent out within 14 business days
I can confirm a refund was posted via Paypal for $60.52 it my take 48 to 72 business hours to see the refund
- This customer was refunded 775.56 on 9-25-17 and we are mailing a $100.00 gift certificate for the issues she experienced
Customer had 1 item delivered. Tracking link below[redacted]I do also show a refund posted to pay pal in the amount of $60.52. this was done on Friday.Customer should see the refund within a few...
business days
I do apologize for the delay, I have verified with our payment processing center your refund was posted on 12/23/16. Additionally I have mailed you a $100.00 Gift Card for the delay. [redacted]Sales/Service Operations ManagerThe Popcorn Factory[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is semi-satisfactory to me. I do however, feel that this company by far...
does not deserve an A rating considering it's their fault that I missed a very important birthday and could not get anything sent in time. Also, right up until December 21st, the company was falsely advertising on their website "If you order by midnight tonight, it will be delivered by Christmas".....how is that possible since my order was placed on the 16th and couldn't be delivered until the 27th!! The DON'T DESERVE AN A RATING - review [redacted] and see how they are handling others like me.
Sincerely,
[redacted]
The refund has been issued back to the bank, it typically does take 7-10 business days prior to it being visible on your billing statement. We have also sent a $30.00 gift card to the mailing address on file which should arrive within the next 2 weeks. I am very sorry for any...
inconvenience. [redacted]Sales Operations ManagerThe Popcorn Factory
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 me. I would like to let them know however that the recipients did advise me that they received 2 shipments from the popcorn factory (I have no idea what or which ones) but not 3. So, although I am satisfied that something was sent and I got a refund, I still think the company has big problems with communication... I have no intention of ordering from them again after this horrendous experience. There was no reason that my order was totally dropped from the website so that I could not follow what was going on via the internet. So, thanks for doing something...and of course, since I got the refund, I'm no longer COMPLAINING, but would hope this whole fiasco is reviewed by someone at the company to prevent it from happening again. Thanks.
Sincerely,
[redacted]
Your records show that V/M were left on 1/22, 1/23 and 1/24 on a phone number ending in [redacted] .Which is the number we have listed on file. I also show that a refund was posted for 19.99 on 1/12/18 and a 2nd refund was posted on 2/9/18 for 31.59. We also delivered the first shipment 1/19/18...
Tracking [redacted] and a 2nd item was delivered via [redacted] on 1/24/18 tracking [redacted]. At this point if the club order needs to be continued a new order would need to be placed online. I do apologize for any inconvenience.
Complaint: [redacted]
I am rejecting this response because: This was on the 6.5 gallon tin ordered and delivered to Peter Estrada. I ordered a 6.5 gallon butter / cheese, and received a 6.5 gallon butter/cheese/caramel. Issue is I cannot use caramel and was never notified about a substitution.
Sincerely,
[redacted]
I am writing in response to your recent customer service experience. First, I would like to apologize for any inconvenience that we have caused you. Second, I want you to know how much I appreciate your time and effort in notifying us of your situation. We are extremely sensitive to any...
service issues, as our reputation is based not only on our products but also our service. Our service levels reflect our brand, image and future. We are where we are today because of our quality products, complimented by the same great service. I am sorry we fell short of those standards for you. The refund was processed via [redacted] as of 12/21/16 and should reflect on your account within 48 hours and the Gift Card is being sent via [redacted] overnight to your billing address. Sincerely, [redacted] Manager of Sales/Service Operations [redacted]
Response accepted.
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 me.
Sincerely,
[redacted]very disappointed in how long and how many hours were wasted trying to get this matter resolved. $50 gif certificate is really not an adequate apology but they MUST correct their website associated with their family of brands!!!!
I am sorry for the poor experience you have had. I do show [redacted] Tracking for the replacement gift # [redacted] Delivered 12/24/16 and was left at the front door. [redacted] tracking on the original shipment [redacted] delivered 12/21/16. A 2nd replacement was done with [redacted]...
tracking [redacted]- Shows delivered 12/30/16 and also left at the front door. We also did post a full refund in the amount of $33.56 on your credit card which you should see within 48 business hours on your bank statement. Again I am very sorry for any inconvenience [redacted]Sales/Service Operations ManagerThe Popcorn Factory[redacted]
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 me.
My bank submitted a dispute and will recover the money that did not show up.
Sincerely,
[redacted]
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 me.
Sincerely,
[redacted]