This complaint was clearly a result of a misunderstanding with out company and the customerShe apparently assumed that there would be free shipping because the amount was zero before she finished entering in her address informationWe calculate shipping based on the actual cost to us so an address is required before we know the costWe state that in several places on our website and we can only assumed she missed thatOver the past five years we have never offered free shipping as a promotion and made no claims to this customer otherwise in any of our correspondenceWe have a copy of that correspondence if you would like.When this customer entered her credit card information it was rejected by our siteWe believe this was because the mailing address did not match the credit card billing addressThis resulted in her credit card company showing a "pending" charge for the orderOur customer service representative attempted to explain that we could not process the payment due to the rejectionWhen she requested that the order be cancelled we complied, however, we have no control over removing the pending order from her credit card company which would have dropped off after the credit card company's standard timelineUnfortunately it sounds like she cancelled the card prior to being able to confirm that our charge would not have gone throughIn an effort to reassure the customer that we are a reputable company we offered to process the order for her free of chargeI'm not sure if she understood what we intended by this since communication with her ended at this pointWe are currently processing the order with no charge and she should be receiving the product in the mail soonWe never charged her card for this order no do we intend toI'm not sure there are any other steps we can do to extend good faith on the part of our companyReminderband has been in business for over years and we pride ourselves on providing the best customer experience in the industryAlthough almost all of our customers are very satisfied with our company it's unfortunate that we cannot every customer a lifetime partner
This complaint was clearly a result of a misunderstanding with out company and the customerShe apparently assumed that there would be free shipping because the amount was zero before she finished entering in her address informationWe calculate shipping based on the actual cost to us so an address is required before we know the costWe state that in several places on our website and we can only assumed she missed thatOver the past five years we have never offered free shipping as a promotion and made no claims to this customer otherwise in any of our correspondenceWe have a copy of that correspondence if you would like.When this customer entered her credit card information it was rejected by our siteWe believe this was because the mailing address did not match the credit card billing addressThis resulted in her credit card company showing a "pending" charge for the orderOur customer service representative attempted to explain that we could not process the payment due to the rejectionWhen she requested that the order be cancelled we complied, however, we have no control over removing the pending order from her credit card company which would have dropped off after the credit card company's standard timelineUnfortunately it sounds like she cancelled the card prior to being able to confirm that our charge would not have gone throughIn an effort to reassure the customer that we are a reputable company we offered to process the order for her free of chargeI'm not sure if she understood what we intended by this since communication with her ended at this pointWe are currently processing the order with no charge and she should be receiving the product in the mail soonWe never charged her card for this order no do we intend toI'm not sure there are any other steps we can do to extend good faith on the part of our companyReminderband has been in business for over years and we pride ourselves on providing the best customer experience in the industryAlthough almost all of our customers are very satisfied with our company it's unfortunate that we cannot every customer a lifetime partner