Initial Business Response /* (1000, 6, 2015/09/28) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience when our sales rep visited your office. We contacted the customer and advised...
this was being addressed directly. We asked for the approx. time and date of the call so we could track the call to listen and try to avoid this situation from occurring in the future. We did issue credit for the entire purchase. Again, we apologize that this situation occurred and thank the customer for bringing to our attention so we can avoid this from occurring in the future.
Our office has been doing business with Quill for years now. They are always fast on shipping and quick to resolve any issues with products or billing. We have a small mom-and-pop type of shop and never once have we been "scammed" or mislead in any way from anyone even associated with Quill. There also usually some type of copoun or rebate going on that either saves us MORE money or gets us some free gifts. The best place to buy for your office, wether corpoarte or home.
Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes the original order was canceled. We made an accommodation due the delay. We re-entered the order...
for the bookcase. The order is on hold pending the approval from the customer. A pre-payment from the customer is required to release this order. If the customer accepts the orders, we will release the order once the payment is received.
Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. Credit was issued on Credit memo XXXXXX. The credit was sent back to...
Discover card on 1/15. The customer has been contacted and indicated she did have the credit back to her account
the signed documents are provided from the carrier that delivered the product. We had previously credited all but one shipment. A Quill rep was in touch with the customer regarding this. The credit was processed yesterday in our system. It may take up to 5-7 business days for...
DO NOT ORDER FROM THIS COMPANY. Beware that this is the WORST customer service team you have ever dealt with. I ordered my product on December 13th and can not get a straight answer from anyone there. It was supposed to arrive to me today. Barbara * (CS Admin Dept) who emailed me that this product would be arriving to me is now not responding to my calls. Thank you for ruining my daughters Christmas by not getting her prsent from Santa here in time for CHristmas
If you call Quill, their motto is to "Make your job easier". My experience this week has been far from that. A shipment of toner that usually takes a day has still not arrived and it's 4 days later. We are trying to run a business here...
When I called the customer service line, the person barely spoke English but I told her my story anyway. She the proceeded to ask me the same questions of the story I had just told her. I asked her if she "spoke English", then transferred me to her supervisor. Kelly [redacted] Kelly was quick to tell me that it was not the previous cs person's fault she was just telling me what her [redacted] had said. (twice) So, once again I tell her the situation and she begins to read off what [redacted] had to say about the delivery.
My story to her was the fact that we had ordered from Quill for over a year and never had we had a delivery issue, and no our address had not moved. Kelly [redacted] did not want to hear any of it and again referenced that it was not the previous cs agent's fault.
I had to cancel the order, request a refund, and confirmation of the refund, which Kelly [redacted] refused to provide me stating only "I'll take care of it".
Quill
apologizes for this inconvenience when placing these 2 orders. Our goal is
to provide outstanding service and protect our customers from potential fraud. Due to the names on the account, the 1st order was canceled due to potential fraud. Once this issue was resolved, the...
2nd order was placed. Unfortunately, the tracking information
provided was inadequate for us to trace this shipment or determine the carrier. We do have a package tracking team who was
able to trace this order and it was delivered on 12/15/14. Quill did contact the customer on 12/16 to insure
they received their delivery and apologize for the multiple frustrating attempts
to get the information on his order.
Initial Business Response /* (1000, 5, 2014/11/21) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. This promotion was intended for business only customers and the vendor will...
not ship to a residential address. We have created a new order ([redacted]) to ship to our warehouse. We will then ship this to the customer. The dispensers should be delivered to the customer by Dec 10 taking into account the additional shipping time.
Purchased a item online for a Christmas present. The online rep informed me it was in stock and shipped. I received a email that it was shipped. I contacted them later when I never heard anything and my friend never recieved the item. They were dropshipping from a vendor who was out of stock. If I had not have called to get a refund, the item may have been shipped a month later per them. WOW!
Initial Business Response /* (1000, 11, 2015/04/22) */
Quill apologizes for this inconvenience. The $100 off $200 coupon was intended for new business customers. Our system indicates you are set up as a consumer account. It is our practice to contact any customer what we could not honor...
this coupon. I apologize that we were not able to communicate that to you and have you decide if you wanted to continue with the order or cancel. We will credit the account for the $100.00. A Customer Service representative will be in touch tomorrow 04/21 if any further account info is needed.
Initial Business Response /* (1000, 10, 2015/01/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email:[redacted]
Quill apologizes for the issues with your account. Our Customer support rep has completed the following:
Credit has...
been issued for O# XXXXXXXX & the amount $13.26 will go back onto the credit card used to pay for the order; Also CM# XXXXXX was canceled as that is a duplicate of CM# XXXXXX.
I have contacted our A/R dept to have CM# XXXXXX, which was still open, applied back to the credit card used on Inv# XXXXXXX. This information was also left with the customer.
Placed order on Sunday through this website since they listed item as in stock. Called TWICE the following day to make sure everything was ok with my order and I would have by Wednesday as 'guaranteed' and both representatives confirmed, one even saying I would have by the next day. Tuesday morning I received an email saying my order was processed and would ship three weeks later! so much for guaranteed! Called and supervisor Chris stated there is nothing they can do, which I understand they cant send me product they no longer have, but my main complaint is how the inventory shows on their website and that I was lied to by two reps.
Quill apologizes for this inconvenience. The issue regarding the missing carton should have been resolved very quickly. We did issue a credit for the missing product on January 9. It may take up to 1 week to be back on your credit card...
account. A customer service specialist reached out to the customer today to see if there was a replacement order we can place for the missing items. She left her number along with sending an e-mail directly to the customer with what has transpired with settling this account and shipment. Please have the customer contact the number left in the e-mail and we will insure this customer’s issues are resolved.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone:[redacted]
Contact Email: [redacted]
Quill apologizes for the confusion. As indicated customer had been in touch with my team. At that point, it was...
determined that while it was an advertising error, Quill did add on a hutch for no charge as the description of the desk indicated it came with a hutch. All the other pieces of the collection were separate and were priced to be purchased separately. The bullets in the copy of the product details indicate they are sold separately. Quill offered pricing for the balance of the collection, but the customer refused. Quill makes every attempt to feature items with accurate descriptions and pricing. We apologize this was not clear when the customer was making his purchase. If the customer is not satisfied with the pieces he did receive, he can contact us to schedule a return.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/12) */
Hi,
Quill has not contacted me but they did attempt to make another purchase on my credit card without my permission. In fact, they forced payment through causing the prepaid credit card into a negative balance. I had to inform the bank that these were fraudulent charges and my card was cancelled. They said that quill absolutely knew what they were doing by forcing this payment through. I had authorized the original charge 10 days prior but when they didn't send me what I ordered they cancelled the charges. They had a change of mind later and decided they were going to make a new unauthorized purchase on my card and forced the card into a negative balance. Prepaid cards are not allowed to go into the negative by design.
Final Business Response /* (4000, 16, 2014/08/25) */
Quill sent the hutch out for free. In order to enter the free hutch, we have to enter the item on an order with a price and then credit the account. Since the item was added on to the customer's existing order, that is what caused the charge on the card, however, the transaction would have been credited had it passed credit. This is the only way an additional item could be entered so there is proper tracking of what the customer received. Credit could have tried to apply the charge again which may explain the 2nd attempt.Ether way, the intent was to credit the account once the transaction was logged. That said, the customer has received the hutch for free as an accommodation.
Final Consumer Response /* (3000, 14, 2014/08/22) */
After reading the response Quill made only after downloading the doc, Quill makes an assertion that the items were sold separately. That is completely false as shown by the screenshots we took at the time of purchase. This is a case of complete and utter false advertisement as well as two attempts now to charge my credit card without my expressed permission. They have attempted to say that they sent the hutch out for free? They tried to charge my card for it! We received 2/7 items in the end for what we purchased. Rather then sending the item back, we want the item we purchased and nothing less.
I have a large "No Soliciting" sign on my office door, in an office park with No Soliciting signs on the external doors, yet pairs of young Quill salespeople (sometimes even the same person) ignore it to come interrupt my business on regular basis. Not only rude, illegal. They make fun of the sign on the door, indicating that they clearly know they are unwelcome. Sometimes, they are even difficult to get to depart unless I am equally rude to them. I would never do business with this company based upon their lack of sales ethics. Today, I had the same young man return that I told 3 weeks ago not to bother me again.
Initial Business Response /* (1000, 17, 2014/12/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The refund balance of $372.27 as stated in the complaint was refunded to the customer's credit card on 09/03/2014. The refund...
was placed on the original credit card used at time of purchase.
After additional research, I have discovered there are two invoices in the amount of $372.27 on this account. Both invoices were paid with credit cards,one ending in [redacted] and the other in [redacted] We refunded credit card ending in [redacted]. To correct the refund to the card ending in [redacted], it would require us to place an underpayment on the customer's account. Our system does not store all credit card information to properly correct. The customer can contact me for further explanation and to resolve as necessary
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. $108.00 was placed back on Customer's [redacted] card on 10 08...
2014.
Please review and let me know if there is any other information needed
My company has been doing business with Quill for the last few years they have low prices and are very helpful. We just made Quill our primary supplier.
Initial Business Response /* (1000, 6, 2015/09/28) */
Contact Name and Title:[redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience when our sales rep visited your office. We contacted the customer and advised...
this was being addressed directly. We asked for the approx. time and date of the call so we could track the call to listen and try to avoid this situation from occurring in the future. We did issue credit for the entire purchase. Again, we apologize that this situation occurred and thank the customer for bringing to our attention so we can avoid this from occurring in the future.
Our office has been doing business with Quill for years now. They are always fast on shipping and quick to resolve any issues with products or billing. We have a small mom-and-pop type of shop and never once have we been "scammed" or mislead in any way from anyone even associated with Quill. There also usually some type of copoun or rebate going on that either saves us MORE money or gets us some free gifts. The best place to buy for your office, wether corpoarte or home.
Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes the original order was canceled. We made an accommodation due the delay. We re-entered the order...
for the bookcase. The order is on hold pending the approval from the customer. A pre-payment from the customer is required to release this order. If the customer accepts the orders, we will release the order once the payment is received.
Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. Credit was issued on Credit memo XXXXXX. The credit was sent back to...
Discover card on 1/15. The customer has been contacted and indicated she did have the credit back to her account
the signed documents are provided from the carrier that delivered the product. We had previously credited all but one shipment. A Quill rep was in touch with the customer regarding this. The credit was processed yesterday in our system. It may take up to 5-7 business days for...
the customer to see the credit on their account
DO NOT ORDER FROM THIS COMPANY. Beware that this is the WORST customer service team you have ever dealt with. I ordered my product on December 13th and can not get a straight answer from anyone there. It was supposed to arrive to me today. Barbara * (CS Admin Dept) who emailed me that this product would be arriving to me is now not responding to my calls. Thank you for ruining my daughters Christmas by not getting her prsent from Santa here in time for CHristmas
If you call Quill, their motto is to "Make your job easier". My experience this week has been far from that. A shipment of toner that usually takes a day has still not arrived and it's 4 days later. We are trying to run a business here...
When I called the customer service line, the person barely spoke English but I told her my story anyway. She the proceeded to ask me the same questions of the story I had just told her. I asked her if she "spoke English", then transferred me to her supervisor. Kelly [redacted] Kelly was quick to tell me that it was not the previous cs person's fault she was just telling me what her [redacted] had said. (twice) So, once again I tell her the situation and she begins to read off what [redacted] had to say about the delivery.
My story to her was the fact that we had ordered from Quill for over a year and never had we had a delivery issue, and no our address had not moved. Kelly [redacted] did not want to hear any of it and again referenced that it was not the previous cs agent's fault.
I had to cancel the order, request a refund, and confirmation of the refund, which Kelly [redacted] refused to provide me stating only "I'll take care of it".
Quill
apologizes for this inconvenience when placing these 2 orders. Our goal is
to provide outstanding service and protect our customers from potential fraud. Due to the names on the account, the 1st order was canceled due to potential fraud. Once this issue was resolved, the...
2nd order was placed. Unfortunately, the tracking information
provided was inadequate for us to trace this shipment or determine the carrier. We do have a package tracking team who was
able to trace this order and it was delivered on 12/15/14. Quill did contact the customer on 12/16 to insure
they received their delivery and apologize for the multiple frustrating attempts
to get the information on his order.
Initial Business Response /* (1000, 5, 2014/11/21) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. This promotion was intended for business only customers and the vendor will...
not ship to a residential address. We have created a new order ([redacted]) to ship to our warehouse. We will then ship this to the customer. The dispensers should be delivered to the customer by Dec 10 taking into account the additional shipping time.
Our records show an order was placed on 5/16 for the [redacted] 4 and the $899.99 price was honored. We will not be...
reinstating any orders for this the item.
Purchased a item online for a Christmas present. The online rep informed me it was in stock and shipped. I received a email that it was shipped. I contacted them later when I never heard anything and my friend never recieved the item. They were dropshipping from a vendor who was out of stock. If I had not have called to get a refund, the item may have been shipped a month later per them. WOW!
Initial Business Response /* (1000, 11, 2015/04/22) */
Quill apologizes for this inconvenience. The $100 off $200 coupon was intended for new business customers. Our system indicates you are set up as a consumer account. It is our practice to contact any customer what we could not honor...
this coupon. I apologize that we were not able to communicate that to you and have you decide if you wanted to continue with the order or cancel. We will credit the account for the $100.00. A Customer Service representative will be in touch tomorrow 04/21 if any further account info is needed.
Initial Business Response /* (1000, 10, 2015/01/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email:[redacted]
Quill apologizes for the issues with your account. Our Customer support rep has completed the following:
Credit has...
been issued for O# XXXXXXXX & the amount $13.26 will go back onto the credit card used to pay for the order; Also CM# XXXXXX was canceled as that is a duplicate of CM# XXXXXX.
I have contacted our A/R dept to have CM# XXXXXX, which was still open, applied back to the credit card used on Inv# XXXXXXX. This information was also left with the customer.
Placed order on Sunday through this website since they listed item as in stock. Called TWICE the following day to make sure everything was ok with my order and I would have by Wednesday as 'guaranteed' and both representatives confirmed, one even saying I would have by the next day. Tuesday morning I received an email saying my order was processed and would ship three weeks later! so much for guaranteed! Called and supervisor Chris stated there is nothing they can do, which I understand they cant send me product they no longer have, but my main complaint is how the inventory shows on their website and that I was lied to by two reps.
Quill apologizes for this inconvenience. The issue regarding the missing carton should have been resolved very quickly. We did issue a credit for the missing product on January 9. It may take up to 1 week to be back on your credit card...
account. A customer service specialist reached out to the customer today to see if there was a replacement order we can place for the missing items. She left her number along with sending an e-mail directly to the customer with what has transpired with settling this account and shipment. Please have the customer contact the number left in the e-mail and we will insure this customer’s issues are resolved.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone:[redacted]
Contact Email: [redacted]
Quill apologizes for the confusion. As indicated customer had been in touch with my team. At that point, it was...
determined that while it was an advertising error, Quill did add on a hutch for no charge as the description of the desk indicated it came with a hutch. All the other pieces of the collection were separate and were priced to be purchased separately. The bullets in the copy of the product details indicate they are sold separately. Quill offered pricing for the balance of the collection, but the customer refused. Quill makes every attempt to feature items with accurate descriptions and pricing. We apologize this was not clear when the customer was making his purchase. If the customer is not satisfied with the pieces he did receive, he can contact us to schedule a return.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/12) */
Hi,
Quill has not contacted me but they did attempt to make another purchase on my credit card without my permission. In fact, they forced payment through causing the prepaid credit card into a negative balance. I had to inform the bank that these were fraudulent charges and my card was cancelled. They said that quill absolutely knew what they were doing by forcing this payment through. I had authorized the original charge 10 days prior but when they didn't send me what I ordered they cancelled the charges. They had a change of mind later and decided they were going to make a new unauthorized purchase on my card and forced the card into a negative balance. Prepaid cards are not allowed to go into the negative by design.
Final Business Response /* (4000, 16, 2014/08/25) */
Quill sent the hutch out for free. In order to enter the free hutch, we have to enter the item on an order with a price and then credit the account. Since the item was added on to the customer's existing order, that is what caused the charge on the card, however, the transaction would have been credited had it passed credit. This is the only way an additional item could be entered so there is proper tracking of what the customer received. Credit could have tried to apply the charge again which may explain the 2nd attempt.Ether way, the intent was to credit the account once the transaction was logged. That said, the customer has received the hutch for free as an accommodation.
Final Consumer Response /* (3000, 14, 2014/08/22) */
After reading the response Quill made only after downloading the doc, Quill makes an assertion that the items were sold separately. That is completely false as shown by the screenshots we took at the time of purchase. This is a case of complete and utter false advertisement as well as two attempts now to charge my credit card without my expressed permission. They have attempted to say that they sent the hutch out for free? They tried to charge my card for it! We received 2/7 items in the end for what we purchased. Rather then sending the item back, we want the item we purchased and nothing less.
I have a large "No Soliciting" sign on my office door, in an office park with No Soliciting signs on the external doors, yet pairs of young Quill salespeople (sometimes even the same person) ignore it to come interrupt my business on regular basis. Not only rude, illegal. They make fun of the sign on the door, indicating that they clearly know they are unwelcome. Sometimes, they are even difficult to get to depart unless I am equally rude to them. I would never do business with this company based upon their lack of sales ethics. Today, I had the same young man return that I told 3 weeks ago not to bother me again.
Initial Business Response /* (1000, 17, 2014/12/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The refund balance of $372.27 as stated in the complaint was refunded to the customer's credit card on 09/03/2014. The refund...
was placed on the original credit card used at time of purchase.
After additional research, I have discovered there are two invoices in the amount of $372.27 on this account. Both invoices were paid with credit cards,one ending in [redacted] and the other in [redacted] We refunded credit card ending in [redacted]. To correct the refund to the card ending in [redacted], it would require us to place an underpayment on the customer's account. Our system does not store all credit card information to properly correct. The customer can contact me for further explanation and to resolve as necessary
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. $108.00 was placed back on Customer's [redacted] card on 10 08...
2014.
Please review and let me know if there is any other information needed
My company has been doing business with Quill for the last few years they have low prices and are very helpful. We just made Quill our primary supplier.