Rite-Way Auto Glass

This matter has been addressed internally and the employee has been appropriately reprimanded

We have researched this matterNo refund will be forthcoming unless the packages are actually returned to us; which they have not been One of the shipments has been delivered to the address provided; the others are in limbo with [redacted] because the customer initially instigated a “return to sender request” then contacted us requesting a refund because the packages were being returned The Return to Sender request was then cancelled by the customer The refund was subsequently cancelled when we noticed that the return to sender request had been cancelledThe customer can contact their CC company if they wish to address the issue further

The customer had placed a complaint last week on social media Our district manager tried calling the customer, but did not receive a response This issue was already addressed with the store teams The manager on duty that day issued the customer a full refund for the order because the order was not ready when it was supposed to be Our district manager will try to reach out to the customer again

The Customer called our offices on 12/and indicated that she did not receive the merchandise Because the shipment was sent [redacted] an investigation is required to determine what occurred with the shipment since according to ***’s records it was delivered to the address provided That investigation was launched on 12/and [redacted] affords themselves business days to complete their investigation If [redacted] cannot provide sufficient evidence to prove the delivery location was hers then they will advise us of that; a claim will be initiated and the Customer refunded

Complaint: [redacted] I am rejecting this response because: As I stated in my original message: I DID CALL AND THEY WERE CLOSED Regards, [redacted]

Please ask the customer to verify the dates and times when she called

Complaint: [redacted] I am rejecting this response because: First and foremost, when my wife investigated her claim into ***, it was done online The form that [redacted] uses online only provides room for specific items to be listed There is, however, an additional place in which further information can be provided My wife explicitly stated that there were an exorbitant amount of items that were ordered and clearly not packed To quote from the attached pdf of her [redacted] claim "Many additional items were missingOne box was delivered but it only had three rolls of wrapping paper in it and not the lbs of items that were supposed to be shippedOver $in merchandise was not included."Why the agent was unable or unwilling to access this information on the report is beyond me.Since my initial conversation with Party City, my wife then had a phone conversation with "Esther" at [redacted] ( [redacted] ) Esther stated on the phone that my claim did include all the information about the additional items since only items can be added on the form, and that the cost of the package indicated that it was a much lighter package than Party City claims to have sent She then stated she would reach out to Party City to verify all of this information This conversation was on Tuesday the 14th.Furthermore, Party City's claim that the package was "pounds" is not correct, as shown in the attached pictures it was pounds And even further beyond that, to think that rolls of wrapping paper leaving the facility would constitute the correct weight (whether it was or pounds on this point it doesn't even matter, those rolls of gift wrap barely weigh ounces) is insane.The "discrepancies" that Party City is finding appear to derive from their inability to check for the details (in the report that my wife filed with ***, in determining whether our order should have weighed or pounds, or in being able to ascertain that pieces of gift wrap don't weigh either or pounds) I had to order these materials twice, and we still haven't received them due to the blizzard we just experienced (not anyone's fault, but we should have never been in this situation in the first place) Beyond that, the "click cameras" are now on back order, and won't be available for my daughter's party.Please find attached to this claim both a .pdf of our [redacted] claim as well as pictures of the package that did arrive at our property It is clear from the package that there is no way the plus items we ordered could have possibly been included, and the "of 1" marking on the label obviously suggests there were no additional boxes included in the shipment.Please advise on our next step I think this clearly indicates Party City's fault, and we look forward to resolving this matter soon.Best, [redacted] Regards, John Birckhead

This Party City location is a franchise owned location All franchise stores are independently owned and operated and the corporate office doesn't handle these types of issues for franchise stores The customer should contact the store owner directly to have her issues addressed

We have reviewed the order details and issue with the supervisor who handled the issue The Customer did receive the items that were ordered During the discussion with the Supervisor the Customer was asked what their order confirmation said Please note the order confirmation comes from our Order Management System (OMS) and would have the same data we see and cannot be altered on our end It registers whatever the customer orders The Customer indicated she had the order confirmation in front of her and stated that it had a different SKU and description The Supervisor asked the Customer to forward the confirmation email so it could be reviewed, however, the Customer refused to forward the email The Customer was not denied a refund – she can return the merchandise (to her local store or use the Return Authorization on the website and ship it back at her expense) and receive a full merchandise refund

The Customer contacted us on 7/claiming non-receipt of the packages which [redacted] shows delivery of on 7/(tracking numbers: [redacted] , [redacted] Customer demanded a refund at that time since she “did not have the merchandise.” Customer was advised that an investigation would need to be initiated based on her claim of non-delivery Customer then indicated that she was going to dispute the charges and contact the Revdex.com Once a Customer indicates they intend to dispute charges no further action is normally taken However, as a courtesy when the Customer called again on 7/an investigation was opened with *** The Customer was informed at that time that investigations take business days Today would be the 5th business day and as yet [redacted] has not concluded the investigation We will need to await a reply from [redacted] before we can take any additional steps

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: 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 have attached the receipts(2) for shipping the boxes of glassesUPS processed the boxes separately ($each, Total = $145.10)

Please ask the customer to provide information on which Party City location they are referring to

Complaint: [redacted] I am rejecting this response because: It's an $flight to go from the town just before me to my town, I don't think DHL will do that to pick up a package.The product does not belong to BorderFree, since it is Party City product that originally shipped from a Party City warehouse, would you not be able to provide a Canada Post shipping label for returning it to the Party City warehouse that it came from? I did not see anywhere in your returns that if you do not have a DHL outlet in your community, you will not be able to return your productThis would have made a very big difference in deciding whether or not to make a purchase from your companyI have never had problems like this with any other company Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: it's unfortunate that Customers not receiving their merchandise is not uncommon at Paty CityAnd for the record free shipping was never offeredSpending money on a replacement order and being out money for two orders while PartyCity figures things out was not a option for me, because after the service I received I was hot sure they would make it rightAnd when I posted my complaint on Facebook I was personally attacked in the comments, as it turns out it was party city employees personal [redacted] When I messaged them they said they monitor for hate speech but condone a candid dialogueThey condone their employees disrespecting customers asking for help! Commenting on their marriage, asking who cheated, telling them if they can't wait to go elsewhere and telling them things are their fault for picking inferior productForgive for not wanting to spend another dime on your companyI'm still saving the screen shots of employees being ride to customersIt was not just me either, it was several customers that were reaching out for helpIf your going to let your employees opening insult customers, tell them to remove party city from third about section on their personal profilePlease issue my refund as soon as the [redacted] claim comes back Regards, [redacted]

The Customer ordered a custom banner, which can take Business Days to produce prior to shipping The Customer is advised of this time-frame for production several times prior to completing their order The Customer’s banner shipped on the 2nd production day from when it was ordered The Customer selected ground shipping, which to her area from the shipment location for custom items (as indicated on our website) takes at minimum business days The reason the Customer did not receive her banner is due to the shipping method chosen in relation to the date the order was placed and the date of the event The item cannot be returned as it is a custom banner We believe no refund is owed as Party City produced, shipped and delivered the merchandise in accordance with the posted time-frames that the Customer agreed to when completing their order

Complaint: [redacted] I am rejecting this response because: Yes, a return label was provided, but that does not address the issue of your extremely poor Customer Service For this reason, my business and the business of the company I work for, will be taken elsewhere Regards, [redacted] ***

We have no record of any contact from this Customer All emails that are sent via the Contact Us page are logged in our Salesforce program If the Customer replied to their Order/Shipment confirmation email (which comes from a Do Not Reply email address) this may explain the issue The Customer can contact Customer Support at the phone number provided on the Contact Us page – [redacted] and an Agent will gladly assist them

Our district manager has contacted this customer and reported that the customer used degrading, ugly and inappropriate language when discussing the issue - to the point that our district manager ended the call. Example- the GM is a and should not be able to exist on this earth” and there
was a lot of other verbiage As per our internal investigation - the associate explained to the customer that it was going to be a bit of a wait when she placed the order We are not going to refund her any money at this time

Complaint: ***
I am rejecting this response because:This unsatisfactory, when I called on Friday July 8th, 2016, a very lengthy conversation took place with the representative and she made me assume that the case was already opened, not once was it ever mention that because I was contacting the Revdex.com to dispute that the case would be closed. It is clear that I have been getting incorrect information along with poor customer service, and still have NOT received my merchandise nor refundThis should be a no brainer if your CUSTOMER does not receive items that they paid for and depending on arriving on time for a birthday party I would expect the client "Party City" to go out of their way to accommodate and keep a customer happyAnd they have NOT done that at all
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
How do I go about finding out who's over Mr.Benjamin which is the Franchise Manager?
Regards,
*** ***