Royal Supply

- In response to the above complaint Royal Supply offers the following facts: - Order was placed online on 8-26-at 1:P.MEST by *** ***. - All information including shipping method and shipping address was entered by *** *** when he placed Order# *** online at
www.royalsupply.com. - Item was not in stock at our facility nor was it in stock at the manufacturer. - We called the customer *** *** before processing the order for him to approve the lead time of business days, which he approved. - Customer was called the same day this order was placed. - On 8-26-we also sent an e-mail in the comment section confirming again the lead time per our phone discussion. - Customer *** *** sent an e-mail on August 31, at 8:p.mafter the shipment had left our facility, and after the close of business day requesting a change of addressWe received the e-mail request on 9-1-early a.mregarding his request of change of address.- Order was shipped and processed at 3:p.mon 8-31-from our facility before the request to change the ship to address was requested that evening at 8:p.m. - We called the customer *** *** and spoke on the phone and explained there would be an additional $charge to have his UPS Next Day Air package rerouted to another addressThe customer *** *** did not want to pay the additional UPS charge to another state for rerouting(Please see our notes attached) In closing; every effort was made to accommodate the customer *** *** on this orderWe were upfront about the delivery; e-mailed him the delivery, and called him for delievery approval prior to processing the orderWe completely understand that customers' needs changeWe tried to accommodate but the additional charge of paying UPS NDA of $and an additional charge of $for rerouting on a $total order did not make much economic sense for any of us. Regarding his comments that he "found out days later that it would be not be shipped to the following week" is not accurate per the attached documents. Regarding the customers comments about being "treated rudely and we shipped it to the wrong address"The facts are the customer *** *** entered the ship to address when he placed the order and selected his method of shipmentIf this was not accurate why did he make a UPS reroute request? Yes UPS will reroute at an additional charge he was unwilling to pay for. We process thousands of orders online and within our bricks and mortar facilityWe make every effort to communicate in writing in addition to a follphone call the precise situationWe are not perfect and make our own mistakesIf *** would have called and asked for a manager or myself we would have resolved this situation to the best of our abilityFiling a complaint with the Revdex.com creates more work adds additional expense and administrative costs to an already untenable situation. Proposed Dispute resolution: The customer *** *** is approved to return the items for full credit less the UPS NDA chargesWe will credit the return UPS ground shipping charges upon receipt of the material. Also, you have the incorrect contact name on your Revdex.com letter*** *** is my attorney and should be replaced with Don Chargin-President. Respectfully submitted,Don Chargin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After charging me close to $60 dollars to overnight a package that I had re-routed overnight at a cost of $24, then saying they "talked to me"...is aggrevating.  I was hundreds of miles away from my home where they left a voicemail.  They never talked to me.  Granted they did "try" by leaving me a voicemail, but it left me stranded. I waited days for the package on the island of Nantucket.     Their website I was abruptly directed to offered me overnight shipping, which I relied upon.  Hence my frustration.  They did return my phone call I placed to them the next day and apologized but I nevertheless would appreciate an out of stock notification BEFORE ordering.  We are not talking a lot of $ here.. just frustration.  Offering me $10 back to return a product I already paid over $100 for (including shipping) is not acceptable and kind of insulting.
Regards,
[redacted]