Roberts Company

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

This customer placed an order with our company on Friday 4/28/Orders are processed the next business day which would have been Monday 5/1/The order was shipped on 5/1/via [redacted] The tracking information is attachedPer that record, the order was delivered on 5/4/We have no record of contact to our company from this customerWe attempted to contact this customer to ensure the package was receivedWe have not received a reply to our voice mailsWe will continue to contact the customer to make sure the order was delivered including an investigation with [redacted] if requiredwe will update you with any additional information as it becomes available

Revdex.com of Eastern MA, ME, RI, & VTDonald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705 Roberts CompanyFranklin StreetFramingham, MA 01702 RE: Complaint # *** February 7, 2018 We received an order on our website from the customer on January 2, at 2:
PM.The confirmation number for that order was ***.Subsequent to the order being placed an authorization of $was made by our system to verify the credit card ending with ***.According to our processor, the dollar was never captured and the authorization expired on February as intended.The order total was $to include shipping.The invoice number for this order was ***.We authorized and later captured $from a credit card ending in *** on January 9th.According to our processor the $transaction was settled successfully at 8:pm on that same date.After searching our processor’s records we could not find any other transactions for the invoice nor could we find any other transactions based on the customer or the customer’s spouse’s names.On January 22nd we requested via email that the customer review their statement and confirm that only a single charge of $was made against their account.The customer replied via email on that same day that her records indicated that two charges of $were made on January 9th.This is the only order we have on file from this customer and we could find nothing to indicate that we charged the customer more than a single time. With regard to the merchandise, a purchase order was submitted to our vendor on January 9th.According to the United States Postal Service using the tracking number provided to us by our vendor, the merchandise was shipped from the vendor on January 19th and was delivered at 1:pm on January 22nd to the shipping address of the order.This information was provided to the customer via email on January 22nd but the customer has not yet confirmed receipt since stating via email that the merchandise had not been received on January 18th. We have experienced issues with customer communications in recent weeks and we apologize for that.We are willing to rectify any billing or shipping issues if they exist. Sincerely, The Roberts Company

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[redacted], Our regular shipping is published as being from 7 to 10 days.Your initial order was placed on February 6th.Our first shipment to you arrived on February 12th.  (Tracking number: ######)According to our system we have not taken any money from your account and the...

authorization to collect has been voided.We are experiencing two relevant challenges.The first is a lack of trained staff due to weather related issues that we had to deal with in December.The second is acquiring the specific stock items that you ordered from our vendor.[redacted] is a new employee and she has done an extraordinary job trying to manage the backlog of calls and emails that we have experienced, in addition to new calls and emails, as best she can under the circumstances.[redacted] was polite and apologetic in responding to your February 12th inquiry via email on February 14th .We have receive the complaint you filed against us on February 15th with the Revdex.com.[redacted] replied to your February 15th email inquiry on the 16th and an email exchange took place where she explained that your missing pins should have been marked as being backordered on your invoice.In that exchange [redacted] also explained the difficulties we experienced in trying to communicate with our vendor in China.It may be the case that it was discovered that the pins were out of stock after the invoice made it to the warehouse and that the original order was mistakenly included with your shipment rather than a revised version.It also appears that we did not reply to an email sent by you on February 21st ; if that inquiry went unanswered then I apologize for our not doing so.Our system current shows that (10) ten-year pins and (5) twenty-year pins are backordered on order [redacted].We have recently heard from the vendor that we should receive our stock pin order at the end of this week and that the production delays and communication issues were due to a week long holiday in China.The anticipated restocking date on our invoices is automatically produced by our computer system based on past shipments and would not take this anomaly into account.We apologize for not being able to meet your expectations and not being able to deliver the pin that you wanted to present at your event on February 24th.Unless we hear from you otherwise, we will expedite the shipment of the pins once they arrive.

This customer placed an order with our company on Friday 4/28/2017. Orders are processed the next business day which would have been Monday 5/1/2017. The order was shipped on 5/1/2017 via [redacted] . The tracking information is attached. Per that record, the order was delivered on 5/4/2017. We have no...

record of contact to our company from this customer. We attempted to contact this customer to ensure the package was received. We have not received a reply to our voice mails. We will continue to contact the customer to make sure the order was delivered including an investigation with [redacted] if required. we will update you with any additional information as it becomes available.

We are in receipt of your letter regarding a complaint. Per your letter, the situation was that a custom lettered item was ordered and received with incorrect spelling. Our company recently experienced a catastrophic system collapse of our phone system. As a result, the spectrum of customer credit...

capabilities has been limited. We contacted this customer on 4/28/17. We confirmed the issue with the customer. The item is now scheduled to be remade and shipped to the customer as soon as possible. Please update your records. Thank you for your assistance with this matter.