Quill apologizes for the customer being over-charged and the manner in which we tried to resolve the
issue. By reviewing the chats, I can see how we gave the customer the wrong expectation as far as timing and the full information related to how to redeem the Quill Cash. We have discussed this with our receivables team and the credit will be on the customer’s account on 2/17. As well, we will be coaching the reps involved to insure our procedures are followed and fully explained to the customer. My resolution team will be contacting this customer to insure she is satisfied with this information and see if there is anything else they need related to this issue
Quill apologizes for this inconvenience. My team has tried to contact this customer both by phone and e-mail to resolve their issueThe customer indicated they did not currently have a phone but would
contact us once the new phone arrived. We can try to resolve this issue once the customer contacts us at *** ext ***
Initial Business Response /* (1000, 10, 2015/01/15) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for the delay of the monitorsOur tracking show that all delivered on December 24,
Please let us know if there is any other information needed
Initial Business Response /* (1000, 10, 2014/11/14) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this issueThere was a requested address change that did not update our entire systemNow
that it is corrected, the funds account should be clear and the printer is shipping to the customer on Nov I believe this account is reconciled and the issue is resolvedQuill apologizes for the delay in processing this request
Complaint: ***
I am rejecting this response because: I NO LONGER WANT TO DO BUSINESS WITH THIS COMPANY AND I AM CANCELLING MY THREE OTHER ACCOUNTSI WILL HAVE NO DESIRE OR ABILITY TO HAVE OR USE QUILL CASHI WOULD LIKE U.SCURRENCYAS STATED ON 4/20, THE ITEMS WERE SUPPOSED TO BE PICKED UP AS INSTRUCTED BY THE PHONE REPRESENTATIVETHE PICK UP NEVER HAPPENEDQUILL DROPPED THE BALL AND FAILED TO HAVE THE ITEM PICKED UP AS INSTRUCTED WE ARE GETTING PUNISHED FOR THIS INCIDENT
THE SHIPMENT WAS DAMAGED AND LATEWE DID BUSINESS WITH A LOCAL OFFICE FURNITURE REP AND ARE VERY PLEASED WITH THE RESULTS
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: *** Dir of CR
Contact Phone: ***
Contact Email:***
The account shows an open balanceThe customer has purchased lap-tops shipping to unique Chicago hotel addresses,
and has returned bothUpon receipt at our warehouse, both returns were found to contain only newspaper, no merchandise was insideHe has also purchased and returned over $of snacksOn August 20, the customer attempted to order more lap-tops, this time shipping to another Chicago hotel addressDue to the open balance and return history, we canceled both ordersBased on the account activity, we are not able to service his needs, and have closed his accountHe will continue to get the past due notices until the return is reconciled through our loss and prevention department
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They provided the shipping label that was used to return the product to them previous returns have absolutely nothing to do with this particular situation and delivery addresses again have absolutely nothing to do with the situation please try to stay focused you provided the shipping label that I used to return the product I think we both agree on this and from what I can see from the tracking information you received the product back this is why a refund was issued I'm a little confused as to what any of the rest of your email has to do with anything or why you're attempting to collect money from me now for something that you clearly got back can you confirm the tracking number maybe were looking at two different tracking numbers so again if you could confirm that that would be helpful and please try to stay focused no the rest of that has anything to do with what we're discussing nowAnd you seriously expect me to believe that you got a box which is newspaper in it that big box all they had was newspaper really? I also made a phone call to ups this morning to inquire if there was any problems with the package they tell me that it was delivered like and that you have not reported any issues with the package which seems very odd to me and to ups if you seriously had an issue like that why didn't you contact UPS why didn't you file a claim that's what they told me procedures would be I mean feel free to correct me if I'm wrong or if ups gave me the wrong informationI just spoke to them a few minutes ago so you don't tell anyone else you keep it a secret and then you try to make me pay money to you that doesn't seem odd at all does it?
Final Business Response /* (4000, 11, 2015/10/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email:***
Quill will cancel the open balance on this accountWe have closed this account
Final Consumer Response /* (2000, 13, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
THE COMPANY CAN NOT BE TRUSTED !!!!!!!!!
Quill.com apologizes for the inconvenience this issue caused. The item the customer ordered was released to the warehouse
to be picked and shipped, however, the warehouse did not have the inventory. When that occurs, the order has to be re-entered so it can be shipped from another locationUnfortunately, the reps view the original order as a cancellation and did not see the new shipment to the customer which caused the mis-information. Our calls and chats are logged so we are pulling them as a coaching opportunity for our customer service representatives. My escalation team contacted the customer to apologize and explain. Credit is issued and the tax exempt status had been updated on July 22, however the order had shipped prior to that date so that is why the order was charged tax. The customer’s credit will go back to the charge card and the customer should see it in 4-days
Complaint: *** Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is the same as it was a couple years ago so even though I have no faith that we will remain on the Do Not Solicit list of Quill (and this sales person admitted she saw that we were on the list but chose to ignore it) I have no alternative but to accept. I also would like to understand why the person who was calling me repeatedly did so?? I had even sent a formal email to someone I felt was her senior and he did not even respond top me email-I received the read receipt but not a word in explanation nor in apology. (Proving further that the employees of quill are rude and have no sense of quality service.)
Sincerely, *** ***
Initial Business Response /* (1000, 8, 2014/08/15) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceI checked with my credit departmentAfter reviewing the account, the customer did
still owe the $however it appears we returned the online bill payment because the account info was not provided with the payment
I have requested the file be closed with the collection agency and any negative reporting expunged/reported as prompt pay with DNBAs well, we have removed the remainig balance of $from the accountPlease let us know if there is anything other information we can provide
Quill apologizes for this inconvenience. The purchase was done approximately year ago (9/23/2015)The customer
was not asked to return anything. We did actually issue credit for the full price which is against our 30-day return policy. A refund check for the amount of $was send to the customer on Sept 7. A replacement order was completed, but on hold pending payment from the customer. The order would be canceled if the customer did not call with a payment. He was sent a reminder on Sept 7. The customer is indicating he is out $He never paid $and was actually sent a refund check for any costs that he did pay for his purchase over year ago. Since this was past the warranty or return period, the only way for the customer to get another part was to get a replacement order. If he is interested in doing so, he needs to call Quill to prepay and we can release the replacement order
Quill apologizes for this inconvenience. We did track the order. The tracking info indicates it did deliver on
2/at 10:02AM signed by *** ***It appears the order was delayed because the customer’s phone # not being listed & appointment needing to be scheduled. We will follow up with the customer to insure she has the product and if there is anything else we can do concerning this delivery
Extremely pushy and rude sales peopleWe have repeatedly told them we are not interested and the same sales person continues to come in about once a month to attempt to convince us to buyOnce she is in the door, it is almost impossible to make her leave without getting rudeWhat part of our "No Soliciting" sign and "I'm sorry we are NOT interested" is so hard to understand
I was trying to place an order online during the blackfriday deals, My order was successfully placed and I did get a recap page saying your order is placedBut I did not get any confirmation emailThe amount was deducted from my accountNext day I was trying to track my order but could not find the order in my accountSo I called the customer service she told me that the order was not placed as they don't have that itemIf they don't have that item then I should not be able to place the order for that itemBut in my case the amount was already deducted and they did not inform me about this until I called them and asked for my tracking number
Initial Business Response /* (1000, 10, 2014/07/24) */
Contact Name and Title: *** Dir of CR
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceOur outside sales force is best in class and I apologize for the
experienceYour address has been added to the "do not visit or solicit" list
Quill apologizes for this inconvenience. Our return policy for the phones is days from purchase.
This return was done shortly outside of the day window. I apologize if the rep or the supervisors were not clear for the reason for the denial. As a time accommodation, we will process the return and put towards a replacement item. Our escalation team has reached out to the customer on 8/and 8/29. We are waiting for a call back to begin the return and exchange processTell us why here
This company is a joke! We ordered something that said "in stock" on their websiteThey charged us, sent a confirmation email saying it was sent to shippingTwo days later, we logged in to check the status of the shipment and the delivery date had changed to over weeks laterWe called customer service, they said everything was fine and the product would be shippedThen we got two more emails within seconds of one another with contradicting shipping datesSo we called to cancel the order and get refunded and they turned around and charged us a second time for a product they can't deliverStill waiting on the refundTheir customer service is horrible, their systems are not up to date, and they think its funny when cause you this much grief
For the second time I ordered something and the order was canceled because they did not have the product, upsetting and time consuming!!! Awful way of doing businessI don't understand how they have an A+ rating!!!! as per what I see here they have more complaints than positive experiences!!! Are they paying you for the rating?
Initial Business Response /* (1000, 10, 2015/01/15) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
Quill apologizes for the inconvenienceOur Customer Support desk spoke with the customer and explained the reasons
for the order cancellationsThe final order # *** is shipping on 12/29/Offered the customer a credit towards the final orderReturn ID# ***The customer was satisfied with the accommodation
Initial Consumer Rebuttal /* (3000, 12, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quill did not explain the reasons for the cancellationsIn fact, they could notHowever, the representative with Quill, ***, was VERY accomidating and attentiveHe made a VERY bad situation a pleasant as he couldThe desk FINALLY arrived yesterday, January 14, It was damaged but *** made it rightWe are done with this transaction with Quill
Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceDue to extreme inventory allocation communications from the vendor, your
order was initially canceledWe have reinstated your order for the unitThis item is currently on backorder will most likely ship the 4th week of Nov-1st week of DecemberWe will hold your order in our queues until the inventory arrives
Initial Business Response /* (1000, 8, 2015/01/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceOur Support team discussed this with the customerQuill issued credit and
this will take a few business days to appear back on her credit card
Quill apologizes for the customer being over-charged and the manner in which we tried to resolve the
issue. By reviewing the chats, I can see how we gave the customer the wrong expectation as far as timing and the full information related to how to redeem the Quill Cash. We have discussed this with our receivables team and the credit will be on the customer’s account on 2/17. As well, we will be coaching the reps involved to insure our procedures are followed and fully explained to the customer. My resolution team will be contacting this customer to insure she is satisfied with this information and see if there is anything else they need related to this issue
Quill apologizes for this inconvenience. My team has tried to contact this customer both by phone and e-mail to resolve their issueThe customer indicated they did not currently have a phone but would
contact us once the new phone arrived. We can try to resolve this issue once the customer contacts us at *** ext ***
Initial Business Response /* (1000, 10, 2015/01/15) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for the delay of the monitorsOur tracking show that all delivered on December 24,
Please let us know if there is any other information needed
Initial Business Response /* (1000, 10, 2014/11/14) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this issueThere was a requested address change that did not update our entire systemNow
that it is corrected, the funds account should be clear and the printer is shipping to the customer on Nov I believe this account is reconciled and the issue is resolvedQuill apologizes for the delay in processing this request
Complaint: ***
I am rejecting this response because: I NO LONGER WANT TO DO BUSINESS WITH THIS COMPANY AND I AM CANCELLING MY THREE OTHER ACCOUNTSI WILL HAVE NO DESIRE OR ABILITY TO HAVE OR USE QUILL CASHI WOULD LIKE U.SCURRENCYAS STATED ON 4/20, THE ITEMS WERE SUPPOSED TO BE PICKED UP AS INSTRUCTED BY THE PHONE REPRESENTATIVETHE PICK UP NEVER HAPPENEDQUILL DROPPED THE BALL AND FAILED TO HAVE THE ITEM PICKED UP AS INSTRUCTED WE ARE GETTING PUNISHED FOR THIS INCIDENT
THE SHIPMENT WAS DAMAGED AND LATEWE DID BUSINESS WITH A LOCAL OFFICE FURNITURE REP AND ARE VERY PLEASED WITH THE RESULTS
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: *** Dir of CR
Contact Phone: ***
Contact Email:***
The account shows an open balanceThe customer has purchased lap-tops shipping to unique Chicago hotel addresses,
and has returned bothUpon receipt at our warehouse, both returns were found to contain only newspaper, no merchandise was insideHe has also purchased and returned over $of snacksOn August 20, the customer attempted to order more lap-tops, this time shipping to another Chicago hotel addressDue to the open balance and return history, we canceled both ordersBased on the account activity, we are not able to service his needs, and have closed his accountHe will continue to get the past due notices until the return is reconciled through our loss and prevention department
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They provided the shipping label that was used to return the product to them previous returns have absolutely nothing to do with this particular situation and delivery addresses again have absolutely nothing to do with the situation please try to stay focused you provided the shipping label that I used to return the product I think we both agree on this and from what I can see from the tracking information you received the product back this is why a refund was issued I'm a little confused as to what any of the rest of your email has to do with anything or why you're attempting to collect money from me now for something that you clearly got back can you confirm the tracking number maybe were looking at two different tracking numbers so again if you could confirm that that would be helpful and please try to stay focused no the rest of that has anything to do with what we're discussing nowAnd you seriously expect me to believe that you got a box which is newspaper in it that big box all they had was newspaper really? I also made a phone call to ups this morning to inquire if there was any problems with the package they tell me that it was delivered like and that you have not reported any issues with the package which seems very odd to me and to ups if you seriously had an issue like that why didn't you contact UPS why didn't you file a claim that's what they told me procedures would be I mean feel free to correct me if I'm wrong or if ups gave me the wrong informationI just spoke to them a few minutes ago so you don't tell anyone else you keep it a secret and then you try to make me pay money to you that doesn't seem odd at all does it?
Final Business Response /* (4000, 11, 2015/10/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email:***
Quill will cancel the open balance on this accountWe have closed this account
Final Consumer Response /* (2000, 13, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
THE COMPANY CAN NOT BE TRUSTED !!!!!!!!!
Quill.com apologizes for the inconvenience this issue caused. The item the customer ordered was released to the warehouse
to be picked and shipped, however, the warehouse did not have the inventory. When that occurs, the order has to be re-entered so it can be shipped from another locationUnfortunately, the reps view the original order as a cancellation and did not see the new shipment to the customer which caused the mis-information. Our calls and chats are logged so we are pulling them as a coaching opportunity for our customer service representatives. My escalation team contacted the customer to apologize and explain. Credit is issued and the tax exempt status had been updated on July 22, however the order had shipped prior to that date so that is why the order was charged tax. The customer’s credit will go back to the charge card and the customer should see it in 4-days
Complaint: *** Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is the same as it was a couple years ago so even though I have no faith that we will remain on the Do Not Solicit list of Quill (and this sales person admitted she saw that we were on the list but chose to ignore it) I have no alternative but to accept. I also would like to understand why the person who was calling me repeatedly did so?? I had even sent a formal email to someone I felt was her senior and he did not even respond top me email-I received the read receipt but not a word in explanation nor in apology. (Proving further that the employees of quill are rude and have no sense of quality service.)
Sincerely, *** ***
Initial Business Response /* (1000, 8, 2014/08/15) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceI checked with my credit departmentAfter reviewing the account, the customer did
still owe the $however it appears we returned the online bill payment because the account info was not provided with the payment
I have requested the file be closed with the collection agency and any negative reporting expunged/reported as prompt pay with DNBAs well, we have removed the remainig balance of $from the accountPlease let us know if there is anything other information we can provide
Quill apologizes for this inconvenience. The purchase was done approximately year ago (9/23/2015)The customer
was not asked to return anything. We did actually issue credit for the full price which is against our 30-day return policy. A refund check for the amount of $was send to the customer on Sept 7. A replacement order was completed, but on hold pending payment from the customer. The order would be canceled if the customer did not call with a payment. He was sent a reminder on Sept 7. The customer is indicating he is out $He never paid $and was actually sent a refund check for any costs that he did pay for his purchase over year ago. Since this was past the warranty or return period, the only way for the customer to get another part was to get a replacement order. If he is interested in doing so, he needs to call Quill to prepay and we can release the replacement order
Quill apologizes for this inconvenience. We did track the order. The tracking info indicates it did deliver on
2/at 10:02AM signed by *** ***It appears the order was delayed because the customer’s phone # not being listed & appointment needing to be scheduled. We will follow up with the customer to insure she has the product and if there is anything else we can do concerning this delivery
Extremely pushy and rude sales peopleWe have repeatedly told them we are not interested and the same sales person continues to come in about once a month to attempt to convince us to buyOnce she is in the door, it is almost impossible to make her leave without getting rudeWhat part of our "No Soliciting" sign and "I'm sorry we are NOT interested" is so hard to understand
I was trying to place an order online during the blackfriday deals, My order was successfully placed and I did get a recap page saying your order is placedBut I did not get any confirmation emailThe amount was deducted from my accountNext day I was trying to track my order but could not find the order in my accountSo I called the customer service she told me that the order was not placed as they don't have that itemIf they don't have that item then I should not be able to place the order for that itemBut in my case the amount was already deducted and they did not inform me about this until I called them and asked for my tracking number
Initial Business Response /* (1000, 10, 2014/07/24) */
Contact Name and Title: *** Dir of CR
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceOur outside sales force is best in class and I apologize for the
experienceYour address has been added to the "do not visit or solicit" list
Quill apologizes for this inconvenience. Our return policy for the phones is days from purchase.
This return was done shortly outside of the day window. I apologize if the rep or the supervisors were not clear for the reason for the denial. As a time accommodation, we will process the return and put towards a replacement item. Our escalation team has reached out to the customer on 8/and 8/29. We are waiting for a call back to begin the return and exchange processTell us why here
This company is a joke! We ordered something that said "in stock" on their websiteThey charged us, sent a confirmation email saying it was sent to shippingTwo days later, we logged in to check the status of the shipment and the delivery date had changed to over weeks laterWe called customer service, they said everything was fine and the product would be shippedThen we got two more emails within seconds of one another with contradicting shipping datesSo we called to cancel the order and get refunded and they turned around and charged us a second time for a product they can't deliverStill waiting on the refundTheir customer service is horrible, their systems are not up to date, and they think its funny when cause you this much grief
For the second time I ordered something and the order was canceled because they did not have the product, upsetting and time consuming!!! Awful way of doing businessI don't understand how they have an A+ rating!!!! as per what I see here they have more complaints than positive experiences!!! Are they paying you for the rating?
Initial Business Response /* (1000, 10, 2015/01/15) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
Quill apologizes for the inconvenienceOur Customer Support desk spoke with the customer and explained the reasons
for the order cancellationsThe final order # *** is shipping on 12/29/Offered the customer a credit towards the final orderReturn ID# ***The customer was satisfied with the accommodation
Initial Consumer Rebuttal /* (3000, 12, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quill did not explain the reasons for the cancellationsIn fact, they could notHowever, the representative with Quill, ***, was VERY accomidating and attentiveHe made a VERY bad situation a pleasant as he couldThe desk FINALLY arrived yesterday, January 14, It was damaged but *** made it rightWe are done with this transaction with Quill
Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceDue to extreme inventory allocation communications from the vendor, your
order was initially canceledWe have reinstated your order for the unitThis item is currently on backorder will most likely ship the 4th week of Nov-1st week of DecemberWe will hold your order in our queues until the inventory arrives
Initial Business Response /* (1000, 8, 2015/01/16) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Quill apologizes for this inconvenienceOur Support team discussed this with the customerQuill issued credit and
this will take a few business days to appear back on her credit card