Renaissance Graphic Arts, Inc.

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 However, please note that the email stated by Renaissance Graphic Arts that was sent on 01/22/@ 1:AM is incorrectThis email, which ends with me asking "How do we go about correcting this?" was the first email I sent regarding this discrepancy on 1/21/@ 1:PM and I can provide proof upon requestThe opinions expressed by Renaissance Graphic Arts regarding this particular email is based on erroneous information; it is offensive, unnecessary, and unprofessionalI have significant concern about two issues in particular: firstly is being threatened with legal action regarding negative reviews I posted on *** and ***What was posted was my original complaint to the Revdex.com, verbatim, and was completely within my Constitutional rightsThis action of threatening is considered bullying and is absolutely unacceptableThe reviews were removed by myself out of good faith, upon being refunded the difference in shipping chargesSecondly, I was charged 44% more than the estimate I agreed toRenaissance Graphic Arts' own shipping policy is: " Shipping charges vary anywhere from 10% - 15% depending on the distance your goods will travel and the weight. " Based upon their own admonition, I felt I was deceived/hoodwinked, regardless that there is really no reason, with our current technology, that a business cannot secure an exact shipping cost upon orderingThe response I received was unsatisfactory, hence my formal complaint. As noted by Renaissance Graphic Arts' representative, the supervisor/superior's name is Patricia and she should be notified of this situation in its entirety, for the sake of the company's reputationI request that all information concerning this situation be shared within the company's hierarchy to improve future business practices with integrity and trust.Regards, *** ***

Hello,
My name is [redacted], I am the customer relations manager here at Renaissance Graphic Arts, Inc. I have spent time and effort with [redacted] trying to make her aware of what happened / resolving this situation.
When a customer places an order on our website,...

there is a box you must check that reads 'Notify customer with estimated shipping charges before shipping'. When a customer checks this box, we take their orders into our warehouse and speak with our warehouse staff on what they think the weight and size of the package(s) will be. [redacted] calculates shipping by weight, box size, and the distance from our facility to the customer.
Upon estimation, our warehouse gave us a estimated weight of 40lbs.
I then take that information and use our [redacted] system to configure an estiamted shipping price. [redacted] estimated shipping at $45.00. When I email the customers about estimated shipping, I state directly in my email, that this is an estimated shipping charge.
The customer then either replies to my email, or they have the option of calling to confirm that the estimated shipping charges are okay.
After they confirm, I send them a second email letting them know that they have approved the estimated shipping charges (stating yet again) that this is an estimated charge.
When [redacted]'s order was packed, it actually came to 61lbs. We are not perfect here at Renaissance. [redacted] emailed me on 01/21/15 @ 1:35pm and stated that she was charged $64.99 for shipping instead of the $45.00 that was stated on her email.
In my first reply email to [redacted] on 01/21/15 @ 1:42pm, I did state what happened and the mistake on the weight estimation of her package causing the shipping to be higher, but that shipping is only and estimate. Also in this first reply email to [redacted], I went over how shipping is calculated to inform her of how this happened. I then stated to her that if there was anything more I could do for her or help her with, please let me know and I would be happy to help her.
She replied back to my email on 01/21/15 @ 1:58pm, she stated that we should be better equipped to handle estimations due to the 'resources that our company no doubtly uses' and then asked for our return policy.
I replied to this email 01/21/15 @ 3:02pm and stated what our return policy was as she requested, and to please advise me on what her decision was so I could handle it appropriately for her.
She replied back to my email on 01/21/15 @ 10:05pm, and in her reply to this she states that her University will no longer do business with us and that she only agreed to the $45.00 in shipping. She also states that she sent a formal complaint to the Revdex.com and also posted reviews to [redacted] and [redacted] about our company.
The reviews she placed on [redacted] and [redacted] have been reviewed by my superior and I, we find that [redacted] leaves out crucial information in her alligations. Deformation of character is a serious matter, and do we expect these reviews to be removed by [redacted] immediately. We will also be contacting both [redacted] and [redacted] about these reviews.
I have not responded to this email as it was sent at 10:05pm, past normal business hours, and it is now Thursday morning, 01/22/15 @ 10:25am when I replying to this complaint.
Not once did [redacted] ask for a refund for the difference in shipping charges, the only thing she asked for was our return policy.
Furthermore, there is a second email that has been sent to me from [redacted] today, 01/22/15 @ 1:31am stating that 'she just received her invoice and was charged $69.00 for shipping but was told via email that it would be $45. How do we go about correcting this?" --- I have already been discussing this issue back a fourth with [redacted]... is this a game to [redacted]? Or was this an a last ditch effort to try and prove to the Revdex.com that she has asked for the situation to be corrected? I'm not sure why [redacted] is emailing me on the same topic again, with a completely new attitute and a new shipping amount. We never charged her $69.00 for shipping as she states in her newest email.
I have spoken to my superior (Patricia) and she has informed me that we will refund [redacted] card for $19.99 today 01/22/15, but that her account is formly closed with Renaissance Graphic Arts, Inc.
We do our best to ensure our customers with accurate information, but we are not perfect here at Renaissance and we do make a mistake every once in awhile, but we do as our customers ask, and when the situtation arises we do correct our mistakes. I plan to reply to [redacted] after submitting this complaint reply letting her know that we will be refunding her [redacted] card for the difference, $19.99 today, and also that her account is formly closed with our company.
Please Note: If copies of these emails are required or requested for further proof of everything I am stating here, I have every email on hard copy, and still availble to send.
Sincerely,
[redacted] - Renaissance Graphic Arts, Inc.Customer Relations ManagerP#: ###-###-#### / ###-###-####F#: ###-###-####E: [redacted]@[redacted]

Review: Shipping prices are not calculated until the customers order has been placed, however they had an option where they would email me the shipping costs before the order was processed; awaiting my confirmation if I agreed with the shipping costs. I was sent an estimate of $45 for shipping and I agreed to this price, therefore confirming my order. I received an invoice via email today stating that the order had shipped and I was charged $64.99 for shipping. I emailed Renaissance Graphics to make them aware of the discrepancy and I received a reply stating that the shipping cost given was an estimate and that my package went over the weight for that price. There was no attempt to make this right and/or address the lack of transparency in shipping costs. In this day and age of online commerce, an estimated shipping cost should be, in fact, very near to actual shipping costs. Or, if the company chooses to not go through the effort of determining an actual shipping cost for their customer's prospective order, then they should be 100% transparent and list shipping costs when ordering the product. This was a high dollar order and shipping costs were very important to me. I was under the understanding that when I confirmed said order, I was confirming the shipping cost given. I believe Renaissance Graphics is hoodwinking their customers by not being honest with their shipping costs.Desired Settlement: I simply desire to only be charged $45 for shipping. I would like the difference between what I was billed and what I agreed to refunded. I would like them to improve the way they do business regarding shipping costs.

Business

Response:

Hello,

My name is [redacted], I am the customer relations manager here at Renaissance Graphic Arts, Inc. I have spent time and effort with [redacted] trying to make her aware of what happened / resolving this situation.

When a customer places an order on our website, there is a box you must check that reads 'Notify customer with estimated shipping charges before shipping'. When a customer checks this box, we take their orders into our warehouse and speak with our warehouse staff on what they think the weight and size of the package(s) will be. [redacted] calculates shipping by weight, box size, and the distance from our facility to the customer.

Upon estimation, our warehouse gave us a estimated weight of 40lbs.

I then take that information and use our [redacted] system to configure an estiamted shipping price. [redacted] estimated shipping at $45.00. When I email the customers about estimated shipping, I state directly in my email, that this is an estimated shipping charge.

The customer then either replies to my email, or they have the option of calling to confirm that the estimated shipping charges are okay.

After they confirm, I send them a second email letting them know that they have approved the estimated shipping charges (stating yet again) that this is an estimated charge.

When [redacted]'s order was packed, it actually came to 61lbs. We are not perfect here at Renaissance. [redacted] emailed me on 01/21/15 @ 1:35pm and stated that she was charged $64.99 for shipping instead of the $45.00 that was stated on her email.

In my first reply email to [redacted] on 01/21/15 @ 1:42pm, I did state what happened and the mistake on the weight estimation of her package causing the shipping to be higher, but that shipping is only and estimate. Also in this first reply email to [redacted], I went over how shipping is calculated to inform her of how this happened. I then stated to her that if there was anything more I could do for her or help her with, please let me know and I would be happy to help her.

She replied back to my email on 01/21/15 @ 1:58pm, she stated that we should be better equipped to handle estimations due to the 'resources that our company no doubtly uses' and then asked for our return policy.

I replied to this email 01/21/15 @ 3:02pm and stated what our return policy was as she requested, and to please advise me on what her decision was so I could handle it appropriately for her.

She replied back to my email on 01/21/15 @ 10:05pm, and in her reply to this she states that her University will no longer do business with us and that she only agreed to the $45.00 in shipping. She also states that she sent a formal complaint to the Revdex.com and also posted reviews to [redacted] and [redacted] about our company.

The reviews she placed on [redacted] and [redacted] have been reviewed by my superior and I, we find that [redacted] leaves out crucial information in her alligations. Deformation of character is a serious matter, and do we expect these reviews to be removed by [redacted] immediately. We will also be contacting both [redacted] and [redacted] about these reviews.

I have not responded to this email as it was sent at 10:05pm, past normal business hours, and it is now Thursday morning, 01/22/15 @ 10:25am when I replying to this complaint.

Not once did [redacted] ask for a refund for the difference in shipping charges, the only thing she asked for was our return policy.

Furthermore, there is a second email that has been sent to me from [redacted] today, 01/22/15 @ 1:31am stating that 'she just received her invoice and was charged $69.00 for shipping but was told via email that it would be $45. How do we go about correcting this?" --- I have already been discussing this issue back a fourth with [redacted]... is this a game to [redacted]? Or was this an a last ditch effort to try and prove to the Revdex.com that she has asked for the situation to be corrected? I'm not sure why [redacted] is emailing me on the same topic again, with a completely new attitute and a new shipping amount. We never charged her $69.00 for shipping as she states in her newest email.

I have spoken to my superior (Patricia) and she has informed me that we will refund [redacted]s [redacted] card for $19.99 today 01/22/15, but that her account is formly closed with Renaissance Graphic Arts, Inc.

We do our best to ensure our customers with accurate information, but we are not perfect here at Renaissance and we do make a mistake every once in awhile, but we do as our customers ask, and when the situtation arises we do correct our mistakes. I plan to reply to [redacted] after submitting this complaint reply letting her know that we will be refunding her [redacted] card for the difference, $19.99 today, and also that her account is formly closed with our company.

Please Note: If copies of these emails are required or requested for further proof of everything I am stating here, I have every email on hard copy, and still availble to send.

Sincerely,

[redacted] - Renaissance Graphic Arts, Inc.Customer Relations ManagerP#: ###-###-#### / ###-###-####F#: ###-###-####E: [redacted]

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. However, please note that the email stated by Renaissance Graphic Arts that was sent on 01/22/15 @ 1:31 AM is incorrect. This email, which ends with me asking "How do we go about correcting this?" was the first email I sent regarding this discrepancy on 1/21/2015 @ 1:30 PM and I can provide proof upon request. The opinions expressed by Renaissance Graphic Arts regarding this particular email is based on erroneous information; it is offensive, unnecessary, and unprofessional. I have significant concern about two issues in particular: firstly is being threatened with legal action regarding negative reviews I posted on [redacted] and [redacted]. What was posted was my original complaint to the Revdex.com, verbatim, and was completely within my Constitutional rights. This action of threatening is considered bullying and is absolutely unacceptable. The reviews were removed by myself out of good faith, upon being refunded the difference in shipping charges. Secondly, I was charged 44% more than the estimate I agreed to. Renaissance Graphic Arts' own shipping policy is: " Shipping charges vary anywhere from 10% - 15% depending on the distance your goods will travel and the weight. " Based upon their own admonition, I felt I was deceived/hoodwinked, regardless that there is really no reason, with our current technology, that a business cannot secure an exact shipping cost upon ordering. The response I received was unsatisfactory, hence my formal complaint. As noted by Renaissance Graphic Arts' representative, the supervisor/superior's name is Patricia and she should be notified of this situation in its entirety, for the sake of the company's reputation. I request that all information concerning this situation be shared within the company's hierarchy to improve future business practices with integrity and trust.Regards, [redacted]