School Specialty, Inc.

I am responding to you regarding case # ***. The Customer *** *** wrote to you regarding her situation on order # ***.Here are the details that I am able to ascertain from my system and the events that occurred on this order. This order was placed on our online
website on 10/The customer *** *** did not log into our secured website under a user name and password associated with her school district; therefore the order was placed on a personal account under her name which is why tax was added to the orderAll personal account orders are taxed from our company as it appears that a consumer is placing the orders which are then taxed by our system for the tax code in the shipping State. On 10/the order did ship out of our distribution center in Mansfield Ohio and shipped to the customers locationI have reviewed the order notes and it shows that we were contacted by the customer on 10/asking to return the order as she wanted to cancel the order but was told it was too late and the order had been processedWe did explain that we would be sending this issue to our Customer Credits team who processes all returns back to our distribution centers for credit. On 10/the customer called back upset that we had not credit her account as of yetWe explained that we needed the product to be returned first and then the credit would be issued back to her. On 10/our Credits team issued a return label to her to send the product back for creditOur Distribution Center received the order back on 11/on UPS tracking number *** In turn our DC associate released a credit in the amount of $minus the amount for the pencil sharpener that appeared to not be returned to us in the package. On 11/our Credit associate was contacted by the customer following up on this return and issued an additional credit in the amount of $ for the pencil sharpenerThis credit was issued in good faith as the associate understood that a full credit was due to the customer even though we did not receive the product back. Credits issued in our system do not automatically refund to the original credit cardA customer must tell us to apply the credit to their credit card, ask to use the credit on a different order or request a refund. I believe from the notes on the order our Customer Care Dept did not receive clear communication from the customer to apply the credit back to the credit cardThe credits were available on her accountOn 11/there is a final note that the customer called in upset that her card was not creditedWe contacted our Accounts Receivable Dept to request the credits be applied back to her credit cardUnknowing, to our dept there is a system glitch right now that is not allowing credit card refunds back onto personal account credit cardsOur BT dept is reviewing the situation to remedy but currently we are refunding all credits that are not able to be applied back to the credit card by a check refund. I spoke to our AR dept yesterday and confirmed that the refund check for this situation will be cut on 12/All refund checks for our customers are cut on the Thursday of the week, last week being Thanksgiving the checks were not processed. Please let me know if you have any further questions. Thank you *** *** Customer Care ManagerSchool Specialty *** *** **
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***Helping educators engage and inspire students of all ages and abilities to learn

Ms***I accept your good will gesture of $for shipping(As of July 1, 2015, 8:39AM EDT it has not been credited to my charge card.)I would still like to purchase the following table legs that do fit the table that I ordered in December 2012:Item No.:WF-22-Ain Table LegsSet of 4Batch ID#: 2014-1171MFG: Date: 04-2014Quantity: 1Net Weight: kgs/lbsGross Weight: kgs/lbsECR 4KIDSEarly Learning Resources, LLCCenter Square RoadLogan Township, NJ 08085Thanks,*** ***

I have researched this situation for Case # [redacted] and have found the following information. The original order was placed in 12/12 as stated and a replacement order was placed in March 2015.I did reach out to our Merchandising Manager who confirmed today from Early Learning Resources, the vendor,...

that in fact the manufacturing of this table has changed since 2012. Here is their response we received back to day from ELR: We did change our legs for the Hardwood tables and if the goods were purchased in 2012, there is now a new leg that is not compatible with the old table top.  We depleted, as far as we know from the warehouse view, all old legs/tops.    So in short the information we supplied the customer in March when they called to inquire if they could order replacement legs for their table was in fact correct. We were unable to order replacement legs for their table. Also regarding the claim that we are showing on our website that this item is made in Pennsylvania is not accurate. The web page has three sections and the top two sections show that product is assembled or made in the USA. The bottom section of the web page is not claiming this for the ECR/ELR product line.  I could understand how a customer could misinterpret that the top logo on the page was applicable to the entire page but it is segmented to show the three different brands. I have included the two different web pages for the School Specialty catalog and the Early Childhood Catalog for your reference.  http://catalogs.schoolspecialty.com/4235_ssi_rb15/full.asp?page=22http://catal...⇄ have issued a credit for the shipping charge per the request from the customer as a good will gesture under credit # [redacted] for $99.00 but unfortunately I am not able to issue a replacement for legs on the old table. Per the direction of the vendor the new model’s legs are not compatible with the older model table top.   Please let me know if there is any further information I can supply. Thank you[redacted] Customer Care ManagerSchool Specialty W6316 Design Dr Greenville, WI 54942 Phone  888.388.3224 x5923 Fax 920.882.4428 email:  [email protected] www.schoolspecialty.c...⇄ educators engage and inspire students of all ages and abilities to learn.

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.
I think they need to change the picture of the item so that it doesn't mislead one into thinking any large blocks of wood will be included.  Changing the description is not adequate.
Regards,
[redacted]

We have issued a replacement for this order at no-charge, Sales Order confirmation [redacted]. The issue was that the website listed item [redacted] with a picture showing various scrap items. The customer did not receive the larger blocks as seen on the website photo, they received sticks. We had the...

verbiage updated on website to indicate the wood pieces. The description now reads: Sax Wood Scrap Bag, Assorted SizeThe assortment may vary and could include scrap blocks, sheets, or sticks in various sizes. Feel free to contact me should additional information be needed. [redacted]
VICE PRESIDENT CUSTOMER CARE

I am responding again to case # [redacted]. My apology that my previous response was offensive to MS. [redacted]. Please understand that was not my intention in my response; but I can understand how after reading my response below it could be construed that way. It is clear that School Specialty made an error and did not ship the pencil sharpener in the original shipment.  When the order was returned to our Distribution Center, the credit was not issued for the missing item.  Systematically the Distribution Centers cannot issue credit for product that is not received back.   My explanation below offended Ms. [redacted] and I apologize for the miss-communication.  When I stated that we issued the credit for the remaining balance in “good faith” it was not to imply that we assumed that the item was kept by Ms. [redacted]. It was simply a term we use in our industry for processing a credit in  “good will” . Regarding the refund in the amount of $113.26 . Attached School Specialty did issue the refund check on 11/26 the Wednesday before Thanksgiving and mailed the refund on 12/2 per our Accounts Receivable dept. When I had inquired with our AR dept. on Dec 1st on the current status of the refund; I was given the information that because of the Thanksgiving holiday the refunds were running the following  Thursday. That was in fact incorrect information as the refund checks were actually run the day before on 11/26. Again, I had not intended to give incorrect information in my original communication. I was simply passing on the information that was given to me from our Accounting Dept. My apologize that I supplied incorrect dates to validate that a refund had been issued. Thank you          [redacted] Customer Care ManagerSchool Specialty [redacted] 
[redacted] 
[redacted]  [redacted] 
[redacted] 
[redacted]  [redacted] 
[redacted]

Revdex.com: I am disgusted and insulted by parts of this so-called "reply". I contacted this company about canceling my order days before their email said it would arrive. I told the representative on the phone that I had no plans of touching the package, let along opening it. I just wanted a label to return the box whenever it showed up. When the package came, I put it aside and didn't touch it until I put the return label on it. The original packing label and tape were still in place. I don't know what was or wasn't in the box. I strongly resent any insinuation that the company "in good faith" had to credit me back for a pencil sharpener that "was not accounted for." Either they never sent it, or they lied about it being missing altogether. However, I strongly suggest they refrain from implying that I  didn't return the item when I never saw it because I never bothered to open the box. The workers at the UPS store in Batesville,MS can attest to this. As it stands, the people at School Specialty are the ones who've had both my EEF Funds and the full order I sent back, for a month now. If anyone runs the risk of being dishonest or keeping what doesn't belong to them, it's School Specialty. For them to insist on spreading such implications about me keeping and item from a box that was never opened, would border on slandering/libeling a customer's name. If the phone records were recorded as they say, playing back the recordings of all the times I called would prove why I'm justified in being "upset" as they put it in their reply. Furthermore, there's no accuracy in what I was told about my order, nor any about my refund. I just spoke with someone named April W. on Monday and today, who told me her supervisor saw that my full refund was mailed out last Friday because last Thursday was a holiday. However, the company's reply said it was to be sent out this Thursday, Dec 4, 2014. If this is how customers get treated and accused, I'll be glad to share my emails, and Revdex.com complaint with all my coworkers and the other educators in my area. Then they'll know how this company views customers. I want all of my money back! All of it! They took 113 dollars from my card, and I want it back.  Below is a copy of my email to the company.[redacted] Thank you for your request regarding cancellation of your order [redacted] We have researched your inquiry and have discovered the following: We are unable to cancel this order due to shipping on Oct 7th. The order is scheduled to be delivered on Friday, 10/10 by UPS. If you would like to refuse the shipment, we can then issue a credit once we receive the product back to our warehouse. With further review, we found that the order was charged tax due to being placed under a personal account. If this order was placed under the schools account, we wouldn't have charged tax. If you would like us to take care of the tax, we can credit you then rebill under the correct school account so you wont be charged for the $7.42 tax. Please accept our apologies for any inconvenience that this has caused.If you have further questions or issues, please let us know. Sincerely,[redacted]Customer CareOriginal Message:From: [redacted]Sent: Tuesday, October 07, 2014 8:52:12 PMTo: [redacted]Subject: New offline message [LC #[redacted]Your name: [redacted]Phone Number: [redacted]Your e-mail: [redacted]Message:I placed an order on last Thursday, Oct. 2, 2014. The order number is [redacted]. The total is $113.26. Every time I go to the site to check or track my order, nothing comes up. It says my "search returned no results." Then if I attempt to chat with someone, the chat button goes to a message page saying that someone will contact me within 24-48 hours. Well, don't bother. I want this order cancelled. I don't want it. I do not like the way things have been handled with my order and I don't want it. I was charged 7.42 for taxes when my order should have been tax exempt because it is school EEF funds. My school Visa has been charged, but I don't see where the taxes were removed. Now I can't even located or check on my order. CANCEL this order! Order number [redacted] is no longer wanted. I was unlawfully charged taxes for it and now there's no trace of it. I want a full refund--No Excuses!--- Message has been sent at: 2014-10-08 03:51:04.Chat has been opened from website:[redacted]Message has been routed to skill: CD OnlineSupportMessage ID: [LC #[redacted]School Specialty [redacted] 
[redacted] Helping educators engage and inspire students of all ages and abilities to learn.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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Review: In December of 2012 I ordered a rectangular table with 22 in. legs (Item No. [redacted]) with two chairs from School Specialty, Inc. for my granddaughter. After the family moved to another state recently, it was discovered that two of the legs on the table were damaged by the movers.

In February of 2015 I contacted School Specialty to inquire about ordering two replacement legs. The representative that I spoke with put me on hold to check with her supervisor to see if just the legs could be ordered. I was told that they had a new manufacturer and that they would not fit.

On March 30, 2015, I ordered the same table again (Item No. [redacted]. And after paying $242.92, which included $99.00 for shipping, I received another table. Upon examining the new table I discovered that the legs would have fit the table perfectly.

I contacted School Specialty Customer Service to share my dismay about this discovery. I spoke with a very courteous and understanding representative. She said she would like my telephone number and would call me back as she would speak to her supervisor to see if she could at least get my shipping reimbursed. I was delighted that she took the initiative to at least try—she never called me back. I am sorry to say that I did not get her name.

On May 12, 2015, I again attempted to contact School Specialty Customer Service about my dissatisfaction. The point of contact this time was [redacted]

([redacted]). This time I asked for a tracking number—she said there was not one. She assured me that she would discuss this with her supervisor and promised to call me back. I have waited over a month for a returned phone call or an e-mail and have received neither.

These tables are shipped in two boxes—one for the tabletop and the other with whichever length of legs that you order. It was obvious that no one really checked to see if the legs would work. It would have also been easy for School Speciality to let me order replacement legs with the premise if I chose to return them a restocking fee would be incurred. Also please note that the web page advertises that their tables are made in Pennsylvania—my tabletop and legs were made in Viet Nam.

I hope that this complaint will help another customer or school who purchase from School Speiality. I would have to disagree with their customer service commitment statement—especially the part about “our employees are truly Advocates for our customers, committed to doing whatever it takes to provide an A+ experience, one customer at a time.” I did not have such an experience.

I am happy that my granddaughter has her new table that she uses daily. I have inherited the one with two broken legs. I would be much happier if I could just buy the legs for mine!!Desired Settlement: Ideally I would like to have at least a partial reimbursement for shipping of the table.....as I really did not even need to buy a new table. And also I would like to be able to purchase a set of the table legs for the table that I now have.

Business

Response:

I have researched this situation for Case # [redacted] and have found the following information. The original order was placed in 12/12 as stated and a replacement order was placed in March 2015.I did reach out to our Merchandising Manager who confirmed today from Early Learning Resources, the vendor, that in fact the manufacturing of this table has changed since 2012. Here is their response we received back to day from ELR: We did change our legs for the Hardwood tables and if the goods were purchased in 2012, there is now a new leg that is not compatible with the old table top. We depleted, as far as we know from the warehouse view, all old legs/tops. So in short the information we supplied the customer in March when they called to inquire if they could order replacement legs for their table was in fact correct. We were unable to order replacement legs for their table. Also regarding the claim that we are showing on our website that this item is made in Pennsylvania is not accurate. The web page has three sections and the top two sections show that product is assembled or made in the USA. The bottom section of the web page is not claiming this for the ECR/ELR product line. I could understand how a customer could misinterpret that the top logo on the page was applicable to the entire page but it is segmented to show the three different brands. I have included the two different web pages for the School Specialty catalog and the Early Childhood Catalog for your reference. http://catalogs.schoolspecialty.com/4235_ssi_rb15/full.asp?page=22http://catalog...⇄ I have issued a credit for the shipping charge per the request from the customer as a good will gesture under credit # [redacted] for $99.00 but unfortunately I am not able to issue a replacement for legs on the old table. Per the direction of the vendor the new model’s legs are not compatible with the older model table top. Please let me know if there is any further information I can supply. Thank you[redacted] Customer Care ManagerSchool Specialty W6316 Design Dr Greenville, WI 54942 Phone 888.388.3224 x5923 Fax 920.882.4428 email: [email protected] www.schoolspecialty.comHelping educators engage and inspire students of all ages and abilities to learn.

Consumer

Response:

Ms. [redacted]I accept your good will gesture of $99.00 for shipping. (As of July 1, 2015, 8:39AM EDT it has not been credited to my charge card.)I would still like to purchase the following table legs that do fit the table that I ordered in December 2012:Item No.:WF-22-A22 in Table LegsSet of 4Batch ID#: 2014-1171MFG: Date: 04-2014Quantity: 1Net Weight: 3.2 kgs/7.04 lbsGross Weight: 3.56 kgs/7.83 lbsECR 4KIDSEarly Learning Resources, LLC2165 Center Square RoadLogan Township, NJ 08085Thanks,[redacted]

I've used Sax Arts and Crafts for the past 9 years of teaching. In 2015 all of their customer service turned into English 2nd language. I ordered my supplies for my school in the beginning of August (its around 2k in supplies). A couple of days ago (2 weeks after the ordering) I called to ask a question about my order only to find out that my order was shipped to a totally different school. The customer service rep I talked to when I ordered my supplies spoke such broken english she wrote down a totally different school and sent my supplies there. The company treated this like it was my fault. A halt had to be put on the order, and a credit had to be put towards our school. They told me they would contact me in 3-5 business days with an update. All that had to happen was my order had to be put back through the system but they never called me back. Keep in mind I need the supplies by the 1st week in September. They said I had to wait for it to be re processed but it felt like I was being punished for their mistake. So after 4 business days of them beating me around a bush and not answering my questions I cancelled the order. And Sax officially lost the business of our school...

Review: October 2, 2014, I placed an order with Classroom Direct/School Specialty, order #[redacted] I waited for a few days to see about the processing of my order and track the shipment. The website had nothing on my order. It could not be found or tracked. After nearly a week, I decided, it wasn't worth to take a chance with this company for my supplies. I immediately sent an email requesting immediate cancellation of my order. I also noted the fact that the card/account I used was from my school district and they should not have charged me taxes for it but they did. Of course after this email, I was contacted by someone who "magically" found my order. This representative also told me that my order was in the last stages of being processed and could not be cancelled. I told them that I still didn't trust their company and I wanted to cancel the order. It took several more days to even get my label. Someone named, Summer Ross finally sent me my UPS label (twice) around the 21 of October. I printed the label out and sent the package back within the same week. After about a week, I called to check on my refund, It had not been processed. I was told to give it some time. I called back the next week or so. I was told that an item, a pencil sharpener still hadn't be accounted for. I told them, I didn't open the package (never even took the tape off the box), so that pencil sharpener had nothing to do with me. I kept calling, and last weekend I was told that the pencil sharpener was still the hold up. I plainly called them liars if they thought I was the reason it was not in the package. So the representative I spoke with said she would take care of it and go ahead and credit my account back. According to her, I should have seen the money back on my EEF card by last Friday or today at the latest. I check my card account and the refund still hasn't been put back. I call the company again, only to relay the message from my previous conversation about last Friday's so called credit being completed. I get some ridiculous excuse about the refund going back to my account, but not to my card. I told the representative that I want my money back on my card. This is an EEF, teacher account with an expiration date. If I don't spend the money by a certain time in the school year, I lose it. I'm fed up. It's been nearly a month. These people are basically stringing me along and stealing my money from my card--just like when they charged me taxes and lied about not knowing. (How could they not know? The card information plainly states it is a supply account from a Mississippi school district. My name is not on the card). They have my EEF funds 113.00, and they also have the order I placed with them. I have nothing. They seem to be holding my money for ransom somehow. It's like they're trying to keep my money and their product, or force me to shop with them. I was finally told by one more representative who had to put me on hold to so-called find out about and fix the situation, that my refund should be back on my card by this Wednesday, November 26, 2014. This is the third time in a two week period that I've been told a similar response. The others turned out to be lying. I want to be done with these people. I don't ever want to do business with these people again.Desired Settlement: I just want my 113. 00 of EEF money back on my school visa card quickly.

Business

Response:

I am responding to you regarding case # [redacted]. The Customer [redacted] wrote to you regarding her situation on order # [redacted].Here are the details that I am able to ascertain from my system and the events that occurred on this order. This order was placed on our online website on 10/2. The customer [redacted] did not log into our secured website under a user name and password associated with her school district; therefore the order was placed on a personal account under her name which is why tax was added to the order. All personal account orders are taxed from our company as it appears that a consumer is placing the orders which are then taxed by our system for the tax code in the shipping State. On 10/7 the order did ship out of our distribution center in Mansfield Ohio and shipped to the customers location. I have reviewed the order notes and it shows that we were contacted by the customer on 10/13 asking to return the order as she wanted to cancel the order but was told it was too late and the order had been processed. We did explain that we would be sending this issue to our Customer Credits team who processes all returns back to our distribution centers for credit. On 10/17 the customer called back upset that we had not credit her account as of yet. We explained that we needed the product to be returned first and then the credit would be issued back to her. On 10/21 our Credits team issued a return label to her to send the product back for credit. Our Distribution Center received the order back on 11/3 on UPS tracking number [redacted] In turn our DC associate released a credit in the amount of $90.82 minus the amount for the pencil sharpener that appeared to not be returned to us in the package. On 11/18 our Credit associate was contacted by the customer following up on this return and issued an additional credit in the amount of $ 22.44 for the pencil sharpener. This credit was issued in good faith as the associate understood that a full credit was due to the customer even though we did not receive the product back. Credits issued in our system do not automatically refund to the original credit card. A customer must tell us to apply the credit to their credit card, ask to use the credit on a different order or request a refund. I believe from the notes on the order our Customer Care Dept did not receive clear communication from the customer to apply the credit back to the credit card. The credits were available on her account. On 11/24 there is a final note that the customer called in upset that her card was not credited. We contacted our Accounts Receivable Dept to request the credits be applied back to her credit card. Unknowing, to our dept there is a system glitch right now that is not allowing credit card refunds back onto personal account credit cards. Our BT dept is reviewing the situation to remedy but currently we are refunding all credits that are not able to be applied back to the credit card by a check refund. I spoke to our AR dept yesterday and confirmed that the refund check for this situation will be cut on 12/4. All refund checks for our customers are cut on the Thursday of the week, last week being Thanksgiving the checks were not processed. Please let me know if you have any further questions. Thank you [redacted] Customer Care ManagerSchool Specialty [redacted]

[redacted]Helping educators engage and inspire students of all ages and abilities to learn.

Consumer

Response:

I am disgusted and insulted by parts of this so-called "reply". I contacted this company about canceling my order days before their email said it would arrive. I told the representative on the phone that I had no plans of touching the package, let along opening it. I just wanted a label to return the box whenever it showed up. When the package came, I put it aside and didn't touch it until I put the return label on it. The original packing label and tape were still in place. I don't know what was or wasn't in the box. I strongly resent any insinuation that the company "in good faith" had to credit me back for a pencil sharpener that "was not accounted for." Either they never sent it, or they lied about it being missing altogether. However, I strongly suggest they refrain from implying that I didn't return the item when I never saw it because I never bothered to open the box. The workers at the UPS store in Batesville,MS can attest to this. As it stands, the people at School Specialty are the ones who've had both my EEF Funds and the full order I sent back, for a month now. If anyone runs the risk of being dishonest or keeping what doesn't belong to them, it's School Specialty. For them to insist on spreading such implications about me keeping and item from a box that was never opened, would border on slandering/libeling a customer's name. If the phone records were recorded as they say, playing back the recordings of all the times I called would prove why I'm justified in being "upset" as they put it in their reply. Furthermore, there's no accuracy in what I was told about my order, nor any about my refund. I just spoke with someone named April W. on Monday and today, who told me her supervisor saw that my full refund was mailed out last Friday because last Thursday was a holiday. However, the company's reply said it was to be sent out this Thursday, Dec 4, 2014. If this is how customers get treated and accused, I'll be glad to share my emails, and Revdex.com complaint with all my coworkers and the other educators in my area. Then they'll know how this company views customers. I want all of my money back! All of it! They took 113 dollars from my card, and I want it back. Below is a copy of my email to the company.[redacted] Thank you for your request regarding cancellation of your order [redacted] We have researched your inquiry and have discovered the following: We are unable to cancel this order due to shipping on Oct 7th. The order is scheduled to be delivered on Friday, 10/10 by UPS. If you would like to refuse the shipment, we can then issue a credit once we receive the product back to our warehouse. With further review, we found that the order was charged tax due to being placed under a personal account. If this order was placed under the schools account, we wouldn't have charged tax. If you would like us to take care of the tax, we can credit you then rebill under the correct school account so you wont be charged for the $7.42 tax. Please accept our apologies for any inconvenience that this has caused.If you have further questions or issues, please let us know. Sincerely,[redacted]Customer CareOriginal Message:From: [redacted]Sent: Tuesday, October 07, 2014 8:52:12 PMTo: [redacted]Subject: New offline message [LC #[redacted]Your name: [redacted]Phone Number: [redacted]Your e-mail: [redacted]Message:I placed an order on last Thursday, Oct. 2, 2014. The order number is [redacted]. The total is $113.26. Every time I go to the site to check or track my order, nothing comes up. It says my "search returned no results." Then if I attempt to chat with someone, the chat button goes to a message page saying that someone will contact me within 24-48 hours. Well, don't bother. I want this order cancelled. I don't want it. I do not like the way things have been handled with my order and I don't want it. I was charged 7.42 for taxes when my order should have been tax exempt because it is school EEF funds. My school Visa has been charged, but I don't see where the taxes were removed. Now I can't even located or check on my order. CANCEL this order! Order number [redacted] is no longer wanted. I was unlawfully charged taxes for it and now there's no trace of it. I want a full refund--No Excuses!--- Message has been sent at: 2014-10-08 03:51:04.Chat has been opened from website:[redacted]Message has been routed to skill: CD OnlineSupportMessage ID: [LC #[redacted]