Quill apologizes for this inconvenience. It is the...
exception that 2 shipments would not have made it to your address. We do assume responsibility for our shipments, but once the package is in the carrier’s system we have very little control affecting that package transport. If there is an issue with a package, such as with your shipment, we do our best to remedy the situation as quickly as possible to try to minimize your inconvenience. In your case, we paid NDA to the shipper in an attempt to guarantee it for the next business day, Monday, April 18. Unfortunately, UPS did not make that delivery until April 19.
Because the credit for [redacted] was processed late on the 18th of April, it would have been sent to the bank the next day or the 19th of April You should see this credit reflected in approximately 5 business of that date to your card. Please let me know if there is any issue concerning this. As well, my escalation team has tried to reach out to the customer via phone and e-mail. The customer is waiting to see the credit hit his account.
Initial Business Response /* (1000, 8, 2015/02/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. As a precaution to protect all of our customers, our credit department...
required certified funds in order to release this order to our customer. We will be glad to release the order once the funds are secured.
A great experience dealing with this company. The customer service was excellent and we solved the problem quickly and was more than fair. I highly recommend them and will buy from them again.
Awful experience with this company! The sales people who come into your office will just hound you to make a purchase. Finally I gave them a chance after they would not drop the deal of buying $80 of paper and get $80 rebate! They went on and on how it was literally free money and if I wanted to try out the products this was the best way since I would get $80 back to use on products. SO when I went to use this "free" Quill cash I find out you have to purchase an additional $100 of products to get the $80.. wow what a scam.. Working in customer service in a small business I could not believe how deceitful this company is to make money. No respect and will NEVER use them again. Hopefully I can pass on this message as much as possible before they scam more small businesses.
Emailed quill.com on their website regarding misleading product information. xxxxxxxxxx "Why do you not use Specific Manufacturer Model Numbers on Chef's Choice Premium Electric Food Slicers? http://www.edgecraft.com/page2e.html This doesn't allow the customer to know exact model he is purchasing. Very Misleading. You have TWO "Chef's Choice PREMIUM Electric Food Slicers", both made by [redacted] but at TWO Very Different Prices. A person could see & purchase the lower priced model (?609) thinking they were buying the higher quality model (? XXX-XXX). ??? A+ Revdex.com rating ???
xxxxxxxxxx QUILL.COM - http://www.quill.com/slicers-peelers-graters/cbs/XXXXXX.html?cm_mmc=SEM_PLA_CB_4...⇄ ("Chef's Choice EdgeCraft Premium Electric Food Slicer" "Item # 901-WYFXXXXXXXX Model # CCE1155" which sells for $79.99) -and then- http://www.quill.com/meat-preparation-equipment/cbs/XXXXXX.html?effort_code=901&...⇄ (Chef's Choice Premium Electric Food Slicer" "Item # 901-WYFXXXXXXXX Model # CCE1035" which sells for $129.95) .... Both are from the EdgeCraft's Chef'sChoice line (Manufacturer Model Numbers 609, 610, 615, 630, 632, 640, 645, 662, 667) at http://www.edgecraft.com/page2e.html
Initial Business Response /* (1000, 11, 2015/05/26) */
Quill apolgizes for this inconvenience. We try to protect all of our customers from fraudlent activity. The most recent orders on this account were canceled as suspected fraud due to [redacted] being shipped to a residence in FL and...
billing to another residence in AZ. There is limited information on the business in AZ and their website redirects to spektrumglobal.com which claims Beyond Digital was acquired on 1/1/15. We understand that accounts can have multiple ship to and bill to addresses, but the actions were done to protect our customers. If the customer would like to order, we would be able to process with a pre-payment.
Inaccurate inventory, cancelled ordered three times, mixed up my order with someone else. Sent order confirmation of someone's else to me instead of mine. Horrible practice! Still haven't got my order since 20 days ago...first time also last time with Quill.com....Staples please go fix this!!!!
Initial Business Response /* (1000, 7, 2014/04/30) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. Per our Accounts Receivable department, this customers credit card has been...
cleared of the request. This should no longer be an issue.
Horrible experience with this company. I'm a sucker for door to door sales people so in sept. 2014 I ordered three boxes of letter size paper and paid for them. I only received two boxes and received a credit for the "lost " box. It turned out the one of the two boxes originally delievered was 11x17 paper. So I'm on the phone again and have to lug the legal size paper accross town to return it. I ultimately ended up with three boxes of letter size paper - and paid for same. Quill says I owe $31.87 , for waht I don't know. Wrote letter on 10/2014-no reply, talked to a "Larry" on 11/14 who was going to take care of it, sent a fax on 2/25/15 - no reply. Wouldn't deal with this company again if they were the only paper supply company in the world.
Quill apologizes for this inconvenience. My team has been in contact with Mr. [redacted].
size="3"> We tried a couple different ways to get him this coupon via e-mail. We worked with our IT team to verify the e-mail addresses the promo e-mail would have gone to. The IT team indicated this was a good address, however, this e-mail address had previously requested the promo e-mail to be sent on August 27 of 2015. This promo e-mail is set up to ONLY send once. This issue did uncover an opportunity to add further training for our chat team. Unfortunately, the chat team would not know this which is why they were not giving accurate info. We will update their training based on this issue. In the mean-time, we did offer to accommodate the customer with Quill cash and coupons, but he indicated he would not be ordering from Quill.com
Initial Business Response /* (1000, 9, 2015/07/23) */
Quill apologizes for this inconvenience. This is not the experience we wanted for a new customer to our company. There was a pak quantity error on the site when the order was placed. Quill.com may, at its sole discretion, revise...
prices, limit quantities and correct pricing/printing errors. We did contact the customer and offer 1 box for free which was declined. The request was to pick up the product and credit the account. This is in process as we speak
Initial Consumer Rebuttal /* (3000, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business said, if I take all 5 quantity then I'm entitled for a free box. If I dot take all 5, I don't get the free box. Is that even a real negotiation? I think not.
Final Business Response /* (4000, 13, 2015/07/23) */
Contact Name and Title: Robert [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: Robert.[redacted]@Quill.com
The pricing was and is accurate for 1 box. As stated, the pak qty was incorrect. There is no negotiation. As we discussed with this customer, we can take all of the product back and credit the account or the customer can choose to keep the product at the current price and we can get 1 bx free for the inconvenience.
Complaint: [redacted]
I am rejecting this response because:
I truly cannot agree with you on anything you've mentioned in your previous response. The fact is that my shipping date has been postponed again. I do not think you intent to ship the product when available, instead, I think you meant if it is ever available. You mentioned that your front line associates have limited visibility to real-time inventory. I'm not sure how you manage to say that without feeling even a little ashamed. Why could your associates give promised shipping date and comment about "the product is available in our NY warehouse" if they only have limited visibility? Don't they even represent your company? Aren't your company responsible for your associates' comments?
This is NOT an order that was backordered when I ordered the product. I only chose to order it because it is available in your "NY warehouse" according to your associates! Of course I can cancel it. But the point of this claim is I want you guys to honor my order. You guys are clearly trying to make me cancel by postponing my shipping date over and over again, and this is the main reason of this claim. If this is the way you are processing order and doing customer service, you are not qualify for the A+ rating here.
Again, your inventory is not my issue. I filed this claim to seek a solution. Try find a solution to honor my order instead of whining about your inventory and postponing my shipping date again.
Sincerely,
[redacted]
Quill apologizes for this inconvenience. This item is currently out of stock at all of our warehouses.
size="3"> We accept backorders on items and per the mail order rules, provide expected ship dates for items that are currently out of stock. The backorder is currently holding at our NY facility pending the arrival of inventory. The anticipated date is May 3. The customer can choose to wait for the product or cancel their order.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. I checked into this customer account and request. I show a credit of...
$273.92 was processed on 7/28; credit # [redacted]. There may be a couple day delay for the transaction to clear the credit card due to standard processing time. Please let us know if there is anything else we can do.
We have worked with Quill for a couple of years and we love their prices, products and customer service. Anytime we have had to do refunds or exchanges, they have fixed it quickly and their employees have always been nice and friendly. We are very happy to work with them.
Quill apologizes for this inconvenience. We did contact the customer to discuss the free handling fee for order over $45 and where this is stated on the site. We did credit the customer the $5.99. Explained the credit will take a couple days to be back on the credit card. ...
We apologize for this disappointing experience.
15 Dec - reviewed the acct and see cm#653373 was issued on 8 Dec/16 for the handling fee + tx in the amt of $6.41.
-called cx & apologized, advised of the credit, educated as well that orders under $45 do normally have that handling fee of $5.99 and explained ways to avoid the charge
- advised cx that she should see that cm in 4-5 business days (after the 9th Dec) to the credit card charged. gave my personal contact info if does not see it by start of next week to contact me.
-sent her an email copy of the cm & an apology gift for the inconvenience/disappointment in her first order. cx very pleased with resolution and thanked us for the prompt response to resolve the situation.
CONSIDERED CLOSED
Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for the experience you had when calling into our customer service team. Our intent is to provide...
the best in class experience. We reached out to the customer to get the time and date of the call. Once we had that information, we were able to listen to the call and coach the Customer Service Representative to eliminate this from occurring in the future. Thank you for taking the time to let us know about this experience. I am confident future calls into our center will not disappoint you.
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for the inconvenience. Order XXXXXXXX item XXXXXXXUNI was coded as UPS but it is a truck. The...
vendor did attempt to pick up the product from the customer via truck, but customer had it bolted to floor. Quill did arrange a pick up on 7/15. We did get confirmation this was picked up from the customer.
Quill apologizes for this inconvenience. We will reinstate this order for the [redacted]
size="3"> We are currently out of stock that is available to allocate to new orders on this item. Stock does come and may be allocated to orders. We release backorders based on the when the backorder was taken so the customer with the oldest backorder will get the product as it becomes available. We will reinstate the order, but it will be in a backorder status until more stock arrives. Current expected available dates are March 4-11 across our warehouses. Once stock is received and available, your order will be released depending on where your order is in the backorder line.
From: [redacted] For [redacted], we did speak with the customer today. The customer indicated that he did not receive the gift card. We told him we would...
send another out today with a required signature so we both know it was received. He gave us the name and address to send it to. We have the tracking number and will track the shipment to insure it gets delivered.
Quill apologizes for this inconvenience. It is the...
exception that 2 shipments would not have made it to your address. We do assume responsibility for our shipments, but once the package is in the carrier’s system we have very little control affecting that package transport. If there is an issue with a package, such as with your shipment, we do our best to remedy the situation as quickly as possible to try to minimize your inconvenience. In your case, we paid NDA to the shipper in an attempt to guarantee it for the next business day, Monday, April 18. Unfortunately, UPS did not make that delivery until April 19.
Because the credit for [redacted] was processed late on the 18th of April, it would have been sent to the bank the next day or the 19th of April You should see this credit reflected in approximately 5 business of that date to your card. Please let me know if there is any issue concerning this. As well, my escalation team has tried to reach out to the customer via phone and e-mail. The customer is waiting to see the credit hit his account.
Initial Business Response /* (1000, 8, 2015/02/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. As a precaution to protect all of our customers, our credit department...
required certified funds in order to release this order to our customer. We will be glad to release the order once the funds are secured.
A great experience dealing with this company. The customer service was excellent and we solved the problem quickly and was more than fair. I highly recommend them and will buy from them again.
Awful experience with this company! The sales people who come into your office will just hound you to make a purchase. Finally I gave them a chance after they would not drop the deal of buying $80 of paper and get $80 rebate! They went on and on how it was literally free money and if I wanted to try out the products this was the best way since I would get $80 back to use on products. SO when I went to use this "free" Quill cash I find out you have to purchase an additional $100 of products to get the $80.. wow what a scam.. Working in customer service in a small business I could not believe how deceitful this company is to make money. No respect and will NEVER use them again. Hopefully I can pass on this message as much as possible before they scam more small businesses.
Emailed quill.com on their website regarding misleading product information. xxxxxxxxxx "Why do you not use Specific Manufacturer Model Numbers on Chef's Choice Premium Electric Food Slicers? http://www.edgecraft.com/page2e.html This doesn't allow the customer to know exact model he is purchasing. Very Misleading. You have TWO "Chef's Choice PREMIUM Electric Food Slicers", both made by [redacted] but at TWO Very Different Prices. A person could see & purchase the lower priced model (?609) thinking they were buying the higher quality model (? XXX-XXX). ??? A+ Revdex.com rating ???
xxxxxxxxxx QUILL.COM - http://www.quill.com/slicers-peelers-graters/cbs/XXXXXX.html?cm_mmc=SEM_PLA_CB_4...⇄ ("Chef's Choice EdgeCraft Premium Electric Food Slicer" "Item # 901-WYFXXXXXXXX Model # CCE1155" which sells for $79.99) -and then- http://www.quill.com/meat-preparation-equipment/cbs/XXXXXX.html?effort_code=901&...⇄ (Chef's Choice Premium Electric Food Slicer" "Item # 901-WYFXXXXXXXX Model # CCE1035" which sells for $129.95) .... Both are from the EdgeCraft's Chef'sChoice line (Manufacturer Model Numbers 609, 610, 615, 630, 632, 640, 645, 662, 667) at http://www.edgecraft.com/page2e.html
Initial Business Response /* (1000, 11, 2015/05/26) */
Quill apolgizes for this inconvenience. We try to protect all of our customers from fraudlent activity. The most recent orders on this account were canceled as suspected fraud due to [redacted] being shipped to a residence in FL and...
billing to another residence in AZ. There is limited information on the business in AZ and their website redirects to spektrumglobal.com which claims Beyond Digital was acquired on 1/1/15. We understand that accounts can have multiple ship to and bill to addresses, but the actions were done to protect our customers. If the customer would like to order, we would be able to process with a pre-payment.
Inaccurate inventory, cancelled ordered three times, mixed up my order with someone else. Sent order confirmation of someone's else to me instead of mine. Horrible practice! Still haven't got my order since 20 days ago...first time also last time with Quill.com....Staples please go fix this!!!!
Initial Business Response /* (1000, 7, 2014/04/30) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. Per our Accounts Receivable department, this customers credit card has been...
cleared of the request. This should no longer be an issue.
Horrible experience with this company. I'm a sucker for door to door sales people so in sept. 2014 I ordered three boxes of letter size paper and paid for them. I only received two boxes and received a credit for the "lost " box. It turned out the one of the two boxes originally delievered was 11x17 paper. So I'm on the phone again and have to lug the legal size paper accross town to return it. I ultimately ended up with three boxes of letter size paper - and paid for same. Quill says I owe $31.87 , for waht I don't know. Wrote letter on 10/2014-no reply, talked to a "Larry" on 11/14 who was going to take care of it, sent a fax on 2/25/15 - no reply. Wouldn't deal with this company again if they were the only paper supply company in the world.
Quill apologizes for this inconvenience. My team has been in contact with Mr. [redacted].
size="3"> We tried a couple different ways to get him this coupon via e-mail. We worked with our IT team to verify the e-mail addresses the promo e-mail would have gone to. The IT team indicated this was a good address, however, this e-mail address had previously requested the promo e-mail to be sent on August 27 of 2015. This promo e-mail is set up to ONLY send once. This issue did uncover an opportunity to add further training for our chat team. Unfortunately, the chat team would not know this which is why they were not giving accurate info. We will update their training based on this issue. In the mean-time, we did offer to accommodate the customer with Quill cash and coupons, but he indicated he would not be ordering from Quill.com
Initial Business Response /* (1000, 9, 2015/07/23) */
Quill apologizes for this inconvenience. This is not the experience we wanted for a new customer to our company. There was a pak quantity error on the site when the order was placed. Quill.com may, at its sole discretion, revise...
prices, limit quantities and correct pricing/printing errors. We did contact the customer and offer 1 box for free which was declined. The request was to pick up the product and credit the account. This is in process as we speak
Initial Consumer Rebuttal /* (3000, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business said, if I take all 5 quantity then I'm entitled for a free box. If I dot take all 5, I don't get the free box. Is that even a real negotiation? I think not.
Final Business Response /* (4000, 13, 2015/07/23) */
Contact Name and Title: Robert [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: Robert.[redacted]@Quill.com
The pricing was and is accurate for 1 box. As stated, the pak qty was incorrect. There is no negotiation. As we discussed with this customer, we can take all of the product back and credit the account or the customer can choose to keep the product at the current price and we can get 1 bx free for the inconvenience.
Complaint: [redacted]
I am rejecting this response because:
I truly cannot agree with you on anything you've mentioned in your previous response. The fact is that my shipping date has been postponed again. I do not think you intent to ship the product when available, instead, I think you meant if it is ever available. You mentioned that your front line associates have limited visibility to real-time inventory. I'm not sure how you manage to say that without feeling even a little ashamed. Why could your associates give promised shipping date and comment about "the product is available in our NY warehouse" if they only have limited visibility? Don't they even represent your company? Aren't your company responsible for your associates' comments?
This is NOT an order that was backordered when I ordered the product. I only chose to order it because it is available in your "NY warehouse" according to your associates! Of course I can cancel it. But the point of this claim is I want you guys to honor my order. You guys are clearly trying to make me cancel by postponing my shipping date over and over again, and this is the main reason of this claim. If this is the way you are processing order and doing customer service, you are not qualify for the A+ rating here.
Again, your inventory is not my issue. I filed this claim to seek a solution. Try find a solution to honor my order instead of whining about your inventory and postponing my shipping date again.
Sincerely,
[redacted]
Quill apologizes for this inconvenience. This item is currently out of stock at all of our warehouses.
size="3"> We accept backorders on items and per the mail order rules, provide expected ship dates for items that are currently out of stock. The backorder is currently holding at our NY facility pending the arrival of inventory. The anticipated date is May 3. The customer can choose to wait for the product or cancel their order.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. I checked into this customer account and request. I show a credit of...
$273.92 was processed on 7/28; credit # [redacted]. There may be a couple day delay for the transaction to clear the credit card due to standard processing time. Please let us know if there is anything else we can do.
We have worked with Quill for a couple of years and we love their prices, products and customer service. Anytime we have had to do refunds or exchanges, they have fixed it quickly and their employees have always been nice and friendly. We are very happy to work with them.
Quill apologizes for this inconvenience. We did contact the customer to discuss the free handling fee for order over $45 and where this is stated on the site. We did credit the customer the $5.99. Explained the credit will take a couple days to be back on the credit card. ...
We apologize for this disappointing experience.
15 Dec - reviewed the acct and see cm#653373 was issued on 8 Dec/16 for the handling fee + tx in the amt of $6.41.
-called cx & apologized, advised of the credit, educated as well that orders under $45 do normally have that handling fee of $5.99 and explained ways to avoid the charge
- advised cx that she should see that cm in 4-5 business days (after the 9th Dec) to the credit card charged. gave my personal contact info if does not see it by start of next week to contact me.
-sent her an email copy of the cm & an apology gift for the inconvenience/disappointment in her first order. cx very pleased with resolution and thanked us for the prompt response to resolve the situation.
CONSIDERED CLOSED
Initial Business Response /* (1000, 5, 2015/07/31) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for the experience you had when calling into our customer service team. Our intent is to provide...
the best in class experience. We reached out to the customer to get the time and date of the call. Once we had that information, we were able to listen to the call and coach the Customer Service Representative to eliminate this from occurring in the future. Thank you for taking the time to let us know about this experience. I am confident future calls into our center will not disappoint you.
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for the inconvenience. Order XXXXXXXX item XXXXXXXUNI was coded as UPS but it is a truck. The...
vendor did attempt to pick up the product from the customer via truck, but customer had it bolted to floor. Quill did arrange a pick up on 7/15. We did get confirmation this was picked up from the customer.
Quill apologizes for this inconvenience. We will reinstate this order for the [redacted]
size="3"> We are currently out of stock that is available to allocate to new orders on this item. Stock does come and may be allocated to orders. We release backorders based on the when the backorder was taken so the customer with the oldest backorder will get the product as it becomes available. We will reinstate the order, but it will be in a backorder status until more stock arrives. Current expected available dates are March 4-11 across our warehouses. Once stock is received and available, your order will be released depending on where your order is in the backorder line.
From: [redacted] For [redacted], we did speak with the customer today. The customer indicated that he did not receive the gift card. We told him we would...
send another out today with a required signature so we both know it was received. He gave us the name and address to send it to. We have the tracking number and will track the shipment to insure it gets delivered.