Rocky Mountain Oils, L.L.C.

Hello [redacted],Thank you for contacting us about your experience. Our customers feedback is very important to us and anytime there is a concern we appreciate being given the opportunity to resolve it for you.Regarding your concern and the delayed shipment of your package I have some information to...

share with you. First let me apologize for the delay in processing and express how unusual this is.  Normally an order placed 1:00pm Central time will be shipped out the same day, any order submitted after 1:00pm typically goes out the following business day. These aren't guaranteed time-frames but that is our operating norm. This did not happen with your order unfortunately, and for that I sincerely apologize. Without going into all the details I will share we changed shipping providers and had a free shipping promotion that in combination resulted in some unexpected delays. This is literally a unique event and as we realized what was happening we worked quickly to get the packages on their way and communicate with our customers who were affected by these delays. I can see that you contacted us several times via email and phone.  In order to increase efficiency, anytime our customers call in our agents will cross-reference to see if any emails have been received that been not been responded to yet, review any concerns over the phone, and then close out the email without issuing a response because it was discussed over the phone. I apologize if this wasn't made clear and will give feedback to my team to communicate that with our customers.  Our goal is to resolve our customers concerns in as timely and efficient a manner as possible, we don't ever want them to feel we aren't responding to their concerns. On 5/21/15 at approximately 2:40PM my team notified me you would like follow up from a manager and I reached out to you by phone around 5:50PM that same evening. I left a message and was hoping to hear from you. When there was no response over the weekend I reached out to you again this morning and left another message. At this time I have refunded your entire order including the shipping cost, it will appear back to your original form of payment with in 1-3 business days. You are free to keep the items when they arrive or dispose of them as you wish. Again I would like to apologize for the delay and any confusion or frustration you experienced during this transition in our business.  Sincerely,[redacted].Customer Service ManagerRocky Mountain Oils

Review: I am highly upset with this company regarding my orderI ordered two products on a Thursday eveningI received an email stating my order was received and that I would receive another email when it has shippedThis company processed and collected their payment the next day, FridayNot once did I receive in an email NOR is it on their website that orders are not processed on Fridays (which, on their website, is a business day) yet according to their customer service reps, orders don't get processed on FridaysBy that Monday, my order was STILL not processedI requested both over the phone AND in email for my order to be processed that day because I was going out of town that upcoming FridayI never received an email response back stating my order was shipped or that it had been processedNot only did I place an order on a Thursday, BUT I also paid for Priority Shipping through USPS
Tuesday morning, I receive an email stating that my order had been shipped and they enclosed a tracking numberOn their original email, the one I received when I placed the order, it stated I would receive a link along with the tracking numberTheir email failed to include a linkI monitored throughout the day Tuesday to see where the package was shipping from and when it was expected to arrive but the USPS could not pull the tracking numberI called this company that day to see the status of the tracking information since I could not pull it up and was told to wait hours for it to upload in the systemThe customer service rep only checked the company system, she did not actually call the warehouse that this product was being shipped out of to confirm the tracking number was uploaded in the system correctlyAfter I requested this information, the rep told me the package was being shipped from Ava, Mossuri, which was about hours away from where I lived and from where this package was being sent to
By Wednesday afternoon, the tracking information still did not pull on the USPS siteI called this company again to verify the tracking number, they recalled the same number I was sentThe customer service person also said she could not pull the number on the USPS site and advised me to try to pull it later onI voiced my frustration with this representative about the lack of response I was receiving concerning this order, the fact that my order was shipped on Tuesday, when I called requesting it to be shipped on that Monday AND the original fact that it was placed on Thursday and was just processed on Tuesday, and that no one was responding to my emailsShe basically said the company was short staffed and was processing orders that came in because of a free shipping promotion
I checked several times over Wednesday evening (the usps tracking number) and it still did not find that tracking numberThursday (today), I checked some more and by afternoon, I became extremely upset that the order was not only NOT at my house, but that my local post office didn't even have the package (I personally called them to check via tracking number and house number.) The gentleman who I spoke with at the post office also could not pull the tracking number and verified no package had arrived at their facilityI called this company to speak with a manager before filing a complaint with the Revdex.com, I was told the manager was in a meeting but that a message would be passed down to her to give me a callI was also told that they have a lot of emails to sort through and are getting to them when they can, yet I have not received any response from anyone about my order, verbally or through emailHere it will be Friday, the day I have to go out of town for more than a week, and the package is not only NOT here, but there is a huge risk of it sitting somewhere (wherever it is) while I paid for this product and have not received itNo one can even tell me if it is on the way
My Key Complaints:
It is a week later since I ordered this product and it is still not at my house
I paid for priority shipping and yet the package was treated and sent like ground/standard mail
I have sent several emails and voiced complaints about the processing and 'lack there of' of information about my order and have received feedback excuses as to why I could not be taken care of promptly (influx of orders from free shipping, short staffed, USPS not scanning the product, etc.)
My bottom line: I find it very disrespectful as a first time customer of this company that I have been treated this wayI not only feel like my business means nothing to them, but that all this company cares about is collecting my money and not delivering me quality service and prompt responsesI feel like I get no where with this company and am told just to 'wait' to get my product, regardless of paying for priority shipping or notI mentioned several times that I was going out of town on Friday (tomorrow) and I did not want this package just sitting outside my house for a whole week, all I was told was that 'hopefully it would be there before then'I was not offered anything like them shipping me another package urgently (overnight) and that when the original package came in, to send it backI also was not offered a refund for thisI was basically stuck with a terrible process and 'hope' that it would somehow workoutThere is no absoluteness with them and my confidence is shot with this companyThe package is unaccounted for and my money was taken, there is something seriously wrong with thisI could have drove hours to get this package and hours back and would have had this package sooner than the time it takes for someone to even respond to me from this companyIt is unfortunate I have to complain about them, but this is an injustice I want resolved.Desired Settlement: The business has the responsibility to make this right in every way they possibly can, not just with me, but for future instances with other customersI feel I am owed a refund for something I have not received and that they need to change the way they handle customer problems
Business
Response:
Hello [redacted],Thank you for contacting us about your experienceOur customers feedback is very important to us and anytime there is a concern we appreciate being given the opportunity to resolve it for you.Regarding your concern and the delayed shipment of your package I have some information to share with youFirst let me apologize for the delay in processing and express how unusual this isNormally an order placed 1:00pm Central time will be shipped out the same day, any order submitted after 1:00pm typically goes out the following business dayThese aren't guaranteed time-frames but that is our operating normThis did not happen with your order unfortunately, and for that I sincerely apologizeWithout going into all the details I will share we changed shipping providers and had a free shipping promotion that in combination resulted in some unexpected delaysThis is literally a unique event and as we realized what was happening we worked quickly to get the packages on their way and communicate with our customers who were affected by these delaysI can see that you contacted us several times via email and phoneIn order to increase efficiency, anytime our customers call in our agents will cross-reference to see if any emails have been received that been not been responded to yet, review any concerns over the phone, and then close out the email without issuing a response because it was discussed over the phoneI apologize if this wasn't made clear and will give feedback to my team to communicate that with our customersOur goal is to resolve our customers concerns in as timely and efficient a manner as possible, we don't ever want them to feel we aren't responding to their concernsOn 5/21/at approximately 2:40PM my team notified me you would like follow up from a manager and I reached out to you by phone around 5:50PM that same eveningI left a message and was hoping to hear from youWhen there was no response over the weekend I reached out to you again this morning and left another messageAt this time I have refunded your entire order including the shipping cost, it will appear back to your original form of payment with in 1-business daysYou are free to keep the items when they arrive or dispose of them as you wishAgain I would like to apologize for the delay and any confusion or frustration you experienced during this transition in our businessSincerely,[redacted].Customer Service ManagerRocky Mountain Oils