In September 23rd, the customer contacted us to request a status update for her rug order, placed September 4th via our websiteA representative put her on hold, called the manufacturer, and was told that the rug was on backorder until October 3rdWhen he informed her of this, the customer asked why she had not been notified and stated that she should not have to make an inquiry callThe representative told her that we would have contacted her, had we been previously awareThe representative then asked if she wanted to go forward with the order or if she wished to receive a creditShe told him that she would give SCHOOLSin only until October 3rand if it was not shipped by this date, she was going to order from another company, The representative did inform her that if she did find it in stock at another company that she could call us back and we would credit her, but cautioned that another company may not be able to fulfill it eitherThe phone call ended congenially A short time later the customer called again and asked to speak with a supervisorShe proceeded to question our practice of collecting payment for a rug that had not yet been receivedThe supervisor explained that she had placed the order online and the payment is collected at the time as an industry practiceShe informed him that this was unacceptableHe again explained that it is possible to experience unforeseen delays at a manufacturing facility and offered to give her a creditShe continued the conversation by saying the practice was "(expletive)"She then told the supervisor to "take the rug and shove it up his (expletive)" and stated that she wanted her "(expletive) money"At this time the supervisor credited her for the rugShe further said, "The money better be back in my account today"He told her the credit had been issued and the call ended Over the next minutes the customer called back more times and continued to question the supervisor regarding company policyEach time he informed her that the money had been credited per her request and he had no control over the manufacturer's fulfillment timeframeHe did comment that her behavior was not becoming of a representative of an educational institutionDuring the final call she threatened to call her attorney and the supervisor told her that this was her prerogative, but that calling back repeatedly would not be productive As a company we treat our customers with courtesy and respect and strive to meet their needsWe likewise expect customers to extend the same courtesiesAt no time do we expect our employees to be subjected to the use of offensive and abusive languageThe customer's money has been refunded per her own demandAn apology will not be forthcoming
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response to this complaint is a blatant lie and further's the slanderous way in which this company deals with customers that question their practices.In response to ***'s inaccurate account of the details of our conversation, I refute the following details:NEVER, at one time, did I use foul languageThat is a complete and inaccurate detail of the conversationIt further offends me as a mother, and a human being that a company would blatantly lie and try to insult a customer because of their inability to answer questionsYes, I did become agitated at the representative because of the uncaring way in which he was responding to my questionsI simply wanted to know why they would list an item as IN STOCK and take payment when they (in both representatives words) "had no clue, or control over what the manufacture does." I then reiterated why I wouldn't be contacted by Schoolsin since that is the company that took my payment to at least inform me the item was backorderedTo which I was told "this is reality, not fantasy" and that is the way businesses workThe first representative even went as far as to admit to me that he had mentioned to the owner several times that they needed to establish better communication with their customersThe reason I called back was that the first representative, although pleasant, didn't really satisfy my questions and after marinating over his answers for a few moments, I realized that I needed a more definitive date as to when they thought the order would ship and I wanted to see if I could possibly contact the manufacture to see if I could get more information myself since they didn't seem too concernedThe second representative I spoke with, ***, was combative and defensive from the moment I questioned the situation and was immediately rudeThe conversation did take a more heated tone with voices raising because his COMPLETE lack of customer service, but never turned to foul language from either partyWhen I asked to speak to his supervisor is when the question was raised, NOT if I was affiliated with a educational institution, but that I was affiliated with a Christian facility and then made the comment "You are a Christian?" I was flabbergasted and asked him if he really just insulted me as a person and my religious affiliationI then asked the name of the owner in which he replied "Look it up!" and said they were refunded me my moneyI NEVER asked for my money back or to cancel my orderHe hung up on me when I insisted he give me the owner's name and I called back or times and said I needed the owner's name in which he just would hang up and finally said "We can do this all day!"I would implore that any type of phone recordings be listened to so you can get the accurate account of the conversationThat would settle the "he said/she said" and validate my complaintI cannot believe this company is allowed to have their representative's treat customers in the manner I was treated simply because I questioned their policies and they were uneducated and untrained on how to properly handle these types of customer service inquiries*** was a complete unprofessional rude person and if their customer service is so great, why was I never informed about my order and had to call in almost a month of placing my order and paying for my product? I have since found this item on another site, and the sales person was completely professional and explanative regarding all details of my orderThat is how a company does business and treats its customersNot like this operation that just has a nonchalant, uncommunicative approach to dealing with customersNo matter what the response to this complaint, I hope its representative learn from this experience and become properly trained in Customer Service skills
Regards,
Nicole Valenti
In September 23rd, the customer contacted us to request a status update for her rug order, placed September 4th via our websiteA representative put her on hold, called the manufacturer, and was told that the rug was on backorder until October 3rdWhen he informed her of this, the customer asked
why she had not been notified and stated that she should not have to make an inquiry callThe representative told her that we would have contacted her, had we been previously awareThe representative then asked if she wanted to go forward with the order or if she wished to receive a creditShe told him that she would give SCHOOLSin only until October 3rand if it was not shipped by this date, she was going to order from another company, The representative did inform her that if she did find it in stock at another company that she could call us back and we would credit her, but cautioned that another company may not be able to fulfill it eitherThe phone call ended congenially
A short time later the customer called again and asked to speak with a supervisorShe proceeded to question our practice of collecting payment for a rug that had not yet been receivedThe supervisor explained that she had placed the order online and the payment is collected at the time as an industry practiceShe informed him that this was unacceptableHe again explained that it is possible to experience unforeseen delays at a manufacturing facility and offered to give her a creditShe continued the conversation by saying the practice was "(expletive)"She then told the supervisor to "take the rug and shove it up his (expletive)" and stated that she wanted her "(expletive) money"At this time the supervisor credited her for the rugShe further said, "The money better be back in my account today"He told her the credit had been issued and the call ended
Over the next minutes the customer called back more times and continued to question the supervisor regarding company policyEach time he informed her that the money had been credited per her request and he had no control over the manufacturer's fulfillment timeframeHe did comment that her behavior was not becoming of a representative of an educational institutionDuring the final call she threatened to call her attorney and the supervisor told her that this was her prerogative, but that calling back repeatedly would not be productive
As a company we treat our customers with courtesy and respect and strive to meet their needsWe likewise expect customers to extend the same courtesiesAt no time do we expect our employees to be subjected to the use of offensive and abusive languageThe customer's money has been refunded per her own demandAn apology will not be forthcoming
In September 23rd, the customer contacted us to request a status update for her rug order, placed September 4th via our websiteA representative put her on hold, called the manufacturer, and was told that the rug was on backorder until October 3rdWhen he informed her of this, the customer asked why she had not been notified and stated that she should not have to make an inquiry callThe representative told her that we would have contacted her, had we been previously awareThe representative then asked if she wanted to go forward with the order or if she wished to receive a creditShe told him that she would give SCHOOLSin only until October 3rand if it was not shipped by this date, she was going to order from another company, The representative did inform her that if she did find it in stock at another company that she could call us back and we would credit her, but cautioned that another company may not be able to fulfill it eitherThe phone call ended congenially A short time later the customer called again and asked to speak with a supervisorShe proceeded to question our practice of collecting payment for a rug that had not yet been receivedThe supervisor explained that she had placed the order online and the payment is collected at the time as an industry practiceShe informed him that this was unacceptableHe again explained that it is possible to experience unforeseen delays at a manufacturing facility and offered to give her a creditShe continued the conversation by saying the practice was "(expletive)"She then told the supervisor to "take the rug and shove it up his (expletive)" and stated that she wanted her "(expletive) money"At this time the supervisor credited her for the rugShe further said, "The money better be back in my account today"He told her the credit had been issued and the call ended Over the next minutes the customer called back more times and continued to question the supervisor regarding company policyEach time he informed her that the money had been credited per her request and he had no control over the manufacturer's fulfillment timeframeHe did comment that her behavior was not becoming of a representative of an educational institutionDuring the final call she threatened to call her attorney and the supervisor told her that this was her prerogative, but that calling back repeatedly would not be productive As a company we treat our customers with courtesy and respect and strive to meet their needsWe likewise expect customers to extend the same courtesiesAt no time do we expect our employees to be subjected to the use of offensive and abusive languageThe customer's money has been refunded per her own demandAn apology will not be forthcoming
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response to this complaint is a blatant lie and further's the slanderous way in which this company deals with customers that question their practices.In response to ***'s inaccurate account of the details of our conversation, I refute the following details:NEVER, at one time, did I use foul languageThat is a complete and inaccurate detail of the conversationIt further offends me as a mother, and a human being that a company would blatantly lie and try to insult a customer because of their inability to answer questionsYes, I did become agitated at the representative because of the uncaring way in which he was responding to my questionsI simply wanted to know why they would list an item as IN STOCK and take payment when they (in both representatives words) "had no clue, or control over what the manufacture does." I then reiterated why I wouldn't be contacted by Schoolsin since that is the company that took my payment to at least inform me the item was backorderedTo which I was told "this is reality, not fantasy" and that is the way businesses workThe first representative even went as far as to admit to me that he had mentioned to the owner several times that they needed to establish better communication with their customersThe reason I called back was that the first representative, although pleasant, didn't really satisfy my questions and after marinating over his answers for a few moments, I realized that I needed a more definitive date as to when they thought the order would ship and I wanted to see if I could possibly contact the manufacture to see if I could get more information myself since they didn't seem too concernedThe second representative I spoke with, ***, was combative and defensive from the moment I questioned the situation and was immediately rudeThe conversation did take a more heated tone with voices raising because his COMPLETE lack of customer service, but never turned to foul language from either partyWhen I asked to speak to his supervisor is when the question was raised, NOT if I was affiliated with a educational institution, but that I was affiliated with a Christian facility and then made the comment "You are a Christian?" I was flabbergasted and asked him if he really just insulted me as a person and my religious affiliationI then asked the name of the owner in which he replied "Look it up!" and said they were refunded me my moneyI NEVER asked for my money back or to cancel my orderHe hung up on me when I insisted he give me the owner's name and I called back or times and said I needed the owner's name in which he just would hang up and finally said "We can do this all day!"I would implore that any type of phone recordings be listened to so you can get the accurate account of the conversationThat would settle the "he said/she said" and validate my complaintI cannot believe this company is allowed to have their representative's treat customers in the manner I was treated simply because I questioned their policies and they were uneducated and untrained on how to properly handle these types of customer service inquiries*** was a complete unprofessional rude person and if their customer service is so great, why was I never informed about my order and had to call in almost a month of placing my order and paying for my product? I have since found this item on another site, and the sales person was completely professional and explanative regarding all details of my orderThat is how a company does business and treats its customersNot like this operation that just has a nonchalant, uncommunicative approach to dealing with customersNo matter what the response to this complaint, I hope its representative learn from this experience and become properly trained in Customer Service skills
Regards,
Nicole Valenti
In September 23rd, the customer contacted us to request a status update for her rug order, placed September 4th via our websiteA representative put her on hold, called the manufacturer, and was told that the rug was on backorder until October 3rdWhen he informed her of this, the customer asked
why she had not been notified and stated that she should not have to make an inquiry callThe representative told her that we would have contacted her, had we been previously awareThe representative then asked if she wanted to go forward with the order or if she wished to receive a creditShe told him that she would give SCHOOLSin only until October 3rand if it was not shipped by this date, she was going to order from another company, The representative did inform her that if she did find it in stock at another company that she could call us back and we would credit her, but cautioned that another company may not be able to fulfill it eitherThe phone call ended congenially
A short time later the customer called again and asked to speak with a supervisorShe proceeded to question our practice of collecting payment for a rug that had not yet been receivedThe supervisor explained that she had placed the order online and the payment is collected at the time as an industry practiceShe informed him that this was unacceptableHe again explained that it is possible to experience unforeseen delays at a manufacturing facility and offered to give her a creditShe continued the conversation by saying the practice was "(expletive)"She then told the supervisor to "take the rug and shove it up his (expletive)" and stated that she wanted her "(expletive) money"At this time the supervisor credited her for the rugShe further said, "The money better be back in my account today"He told her the credit had been issued and the call ended
Over the next minutes the customer called back more times and continued to question the supervisor regarding company policyEach time he informed her that the money had been credited per her request and he had no control over the manufacturer's fulfillment timeframeHe did comment that her behavior was not becoming of a representative of an educational institutionDuring the final call she threatened to call her attorney and the supervisor told her that this was her prerogative, but that calling back repeatedly would not be productive
As a company we treat our customers with courtesy and respect and strive to meet their needsWe likewise expect customers to extend the same courtesiesAt no time do we expect our employees to be subjected to the use of offensive and abusive languageThe customer's money has been refunded per her own demandAn apology will not be forthcoming