Rapid Supplies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We are investigating this with Manufacturer. It seems they provided us faulty packaging and pricing information for this product. We have corrected description manually on our site so other customers are not confused. We plan on refunding this customer in full and will notify them accordingly.

Review: On September **, 2015 I placed an order for some office supplies via the Rapid Supplies website. As part of my order, 4 cartons of Xerox [redacted] copy/print paper was ordered. This particular item had an advertised list price of $**2.00 and sale price of $19.74 and a "you save" of $212.26 (91%). The advertisement via the website displayed under general information that there was a packaged quantity of 10/carton and displayed a picture of a carton that showed 5000 sheets, etc. (I have all the print outs from the website that will confirm this.)

On the evening of Friday, September **, 2015 , I received the order. The shipment contained 4 single packages of copy/print paper invoiced out at $19.74 each.

I pulled my files of the order placed and reviewed the documents and what I had ordered. I made a call to Rapid Supplies and none of the prompts offered any assistance with incorrect shipments. However, I choose an option so I could speak with someone who could direct me regarding this matter. I was told that returns, incorrect shipments, etc are handled strictly by email only and I would need to go to their website and send an email through the "contact us" tab. I then sent the first email through the "contact us" tab via the Rapid Supplies website informing of the issue and informed that what I had ordered was 4 cartons and not single packages. I enclosed the pdf files that backed my claim showing prices, picture, etc.

On Wednesday, Sept. **, 2015 I sent another email: original email sent on 09/**/15 and I still have no response. Please expedite!

I received the response as follows: 9-**-15

Good Afternoon,

Thank you for your recent email. Item # XER[redacted] is sold by the single ream as listed on the website. The packaged master carton is 10 reams. We provide the packaged carton quantity for the customers who wish to purchase an entire carton so, they are informed as to how many reams to purchase for the carton.

As per the website:

Xerox [redacted] Business 4200 Copy/Print Paper, 92 Bright, **lb, Letter, 500 Sheets/Ream XER[redacted]

If we can be of further assistance please let us know. If you wish to return the items please advise us so, that we may begin a RMA request for you.

Sincerely,

Customer Service

My reply as follows: 9-**-15

Are you saying that 1 single package of paper cost $19.74? If so, then why is it priced out at list price of $**2.00 and a savings of $212.26 (again, see the attachment I previously sent)? If this is correct then by all means send me an RMA for the 4 single packages of paper and this will be the last order I will ever make with your company as this is ridiculous and misleading and also a poor way of communicating discrepancies in orders.

I received the response as follows: 9-**-15

Good Afternoon,

As previously stated the item # XER[redacted] is sold by the single piece as listed on the website. Return Merchandise Authorization information has been emailed to you. Once the items are received back to the warehouse we will issue a credit for the items. If we can be of further assistance please let us know.

Sincerely,

Customer Service

My response: 9/**/15

You did not answer my question!

AGAIN, Are you saying that 1 single package of paper cost $19.74? If so, then why is it priced out at list price of $**2.00 and a savings of $212.26 (again, see the attachment I previously sent)? If this is correct then by all means send me an RMA for the 4 single packages of paper and this will be the last order I will ever make with your company as this is ridiculous and misleading and also a poor way of communicating discrepancies in orders.

On September **, 2015 no further reply was received. I sent to the following:

I will be filing an attorney general complaint and a complaint with the Revdex.com against your company if I do not receive a satisfactory answer to the question I have presented.

Today, I checked my email and still no reply. I decided to call Rapid Supplies and hopefully obtain some assistance regarding the advertised price and the sale pricing etc.

The person who answered the phone was the same person that I had been trying to resolve this matter with via email. I questioned the advertised pricing etc she stated that they have no control over picture descriptions and kept repeating that it is 500 sheets and sold by package, etc. I asked if the calls were recorded and she said yes they are. I told her I wanted Chris M[redacted] to be informed of these issues which she said she would provide me his email and that she did. She also stated she would have to send something to "IT" regarding pricing on the list price and savings price, etc.

Based on this experience with this company, this is rated the worst customer service I have experienced in a long time. The female associate that I corresponded with and communicated with did not listen to me (the customer) she was not concerned with my question in pointing out the fact that there is some sort of pricing error, advertisement error, etc and was not interested in resolving that issue. Her main concern seemed to be to repeat that it was 500 sheets per package for that item#.

My argument is this : the advertisement states $**2.00 list price, a savings of $212.26 and $19.74 each- if that is true that one single pkg cost $19.74 and 10 to a carton, then the cost per carton would be $197.40 and a savings of $34.60-a far cry from $212.26!Desired Settlement: In consideration of all this madness and nonsense, the least that this company could do is refund those items, there should be a modification or discontinuance of the advertisement, an explanation of how this was computed to begin with and the business should make a courtesy contact with me in regards to their resolution.

Business

Response:

We are investigating this with Manufacturer. It seems they provided us faulty packaging and pricing information for this product. We have corrected description manually on our site so other customers are not confused. We plan on refunding this customer in full and will notify them accordingly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,