Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
According to our records and payment history, there was a request for the credit to go to the card initially on 18...
Sept but on 21 Sept the customer called in and a 2nd request for the credit was completed. On Sept 21st, the credit was adjusted/posted back to the credit card to the bank. Then, on 23 Sept, the customer called back to verify and again was informed that the credit indicated back to credit card on September 21st. We followed up with our accounts receivable department today and re-verified the above info to be accurate - that we had advised the bank of the credit to the [redacted] The A/R department also stated that some banks can take up to 10 days to put it back on the customer card.
A rep from my team has tried to reach out to the customer today to discuss any other issues they may be having. The customer was not available but we left our number to contact us at their earliest convenience.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The rep that called did not leave a call back number and promised an email but failed on that was well. Bottom line, I received my refund finally and don't want to drag this on and worry about it anymore. It was resolved, albeit terribly handled
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 our online price error on HP Printer[redacted] When we updated the price to the correct sale...
price of $329.99, your order was systemically updated as well. We are truly sorry that the price on your order changed from that which was confirmed at the time you placed your order. UPS confirmed that they were able to stop the shipment and the product is enroute back to Quill. We have initiated and released a credit on your account for the $329.99. This may take a few days to post to your statement. We're sorry for any inconvenience or disappointment this may have caused.
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 this inconvenience. Our goal is to try to deliver to the customer next day. To accomplish...
that, we sometimes are not able to stop a shipment from being loaded on a truck and shipped. As well, we are sometime unsuccessful to stop a delivery with the carrier since it is a next day delivery. We did issue a credit for this purchase on 7/30; Credit number XXXXX for $98.09. We e-mailed a copy of the credit to the customer today for their records. It may take 3-5 business days for this to clear his charge account.
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: R[redacted]@Quill.com
Quill apologizes for this. I agree this is not our standard practice. This certainly is not the way to get you become a loyal customer of ours. I have added your...
name/address to the "no visit" list in our database. This will remove your address from future visits.
First order ever with this company. Ordered 2 printers at a very good price. Orders went through, account was created, credit card saved, cart emptied -- all looked well. Had a question about the product, so before contacting customer service, I looked for the order in my account. There was no record in order history. Looked in my email for the customary email order receipt -- nothing. Verified, sure enough, the credit card was still saved. The cart is still empty. Where is my order? Online chat referred me to the credit dept. Credit dept referred me to Cust Svc. They found the web order! Great! But it will not be fulfilled. The price was too good and "we don't have any". Yep...the product now shows as sold out. Meanwhile, I've lost a day-and-a-half of business time to fulfill my business needs for the printer on the same deadline. If your website takes orders, it should also handle inventory and decrement that inventory as orders are PLACED -- not SHIPPED. Very bad.
Initial Business Response /* (1000, 8, 2015/02/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. This experience is the exception. We have added this customers name to the...
"Do not Solicit" list and her name/address has been removed from future visits.
Quill apologizes for the experience you had while placing your order with us. Our goal is to provide outstanding...
service and part of that is insuring we do not jeopardize our customers private credit information. The credit department was the correct department to discuss your account with. We should have done a better job explaining this to you. Our reps will be coached as we have all calls recorded. Our credit team was contacting you today and I see that your order has been reinstated. I apologize for this inconvenience. I will have my escalation team contact the customer to insure all her issues were resolved.
Quill deals primarily with businesses. We may offer core office products at reduced prices, however, the business...
usually has to meet an order minimum to apply the lower price. Being a business to business company, the additional spend is within our customers average order spend so the minimum is usually not an issue. Quill produces and promotes our e-mail promotions so there is no “kick-back” based on open rate. We do continue to tweak the subject line on our e-mail offers. I can pass your comments on to the e-mail team. Their goal is to create awareness and peak customers interest to open the e-mail. I do see in your order history that a $30.00 coupon was applied so you like many other customer do enjoy the opportunity to save on purchases and take advantage of our promotions. On the bottom of the e-mail offers is an “unsubscribe” link. While we do not want to lose you as a customer, we certainly can understand that your promo preferences may be different than our current promotional strategy.
One month later still have not received my items. I didn't even receive an order confirmation. AND they still took my money which they won't credit back to my account. After 4 separate calls I placed to their "customer service" no word on why the items aren't being released or fulfilled. Very shady business.
Quill is famous for the switch and bait maneuver on promo items. They advertise one items as free with purchase and then substitute the item with a smaller less expensive and lower quality incentive gift. This is a reoccurrence on a daily basis. The practice has gone on for several years with quill.
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. Unfortunately, the check submitted for payment has been returned twice from...
the bank with NSF. That said, the account is still open. If the customer or the bank would like further information, they can discuss this with our credit department: [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have already sent proof to the business that the check was honored by the bank. We have sent this three times now.
Final Business Response /* (4000, 15, 2014/11/14) */
Quill apologizes for this inconvenience. The customer was issued credit and a copy is being e-mailed to her. Credit will also update the credit status. Also, we will remove this account from future e-mails and offers per the customer's request.
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this chain of events. We have a "best in class" sales force and I am disappointed that this...
situation occurred. I will have the field office notified immediately and have your address added to the internal "DO NOT VISIT OR SOLICIT" list.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this advertising issue. Quill has contacted the customer and placed an order for product the...
customer was satisfied with. One thing to note is this product may not currently be available, but as soon as we do receive stock, we will release this for the customer.
Complaint: [redacted]
I am rejecting this response because:
This response does not address my concern. If Quill is a business to business site then why do you sell directly to consumers? My concern is not that I did not receive communication, that is how I found out that the orders were cancelled, my concern is that you sold me product that was not available. Why do you sell products that are not available? Again, I purchased something that was available, not out of stock, on your web page and I paid in good faith using my personal credit card. when I purchased that printer from you we entered into a contract, you have an obligation to meet that contract.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. While the customer did request an account to be opened in July, their 1st ...
order was placed on August 3. The 1st order is what will drive any review to the account. What we do while opening an account is request 30 day terms if the potential customer is interested and once the order is submitted is when the terms are reviewed. It is our experience that 99% of accounts that are opened are accompanied by the 1st order so the customer will know immediately is open terms are approved. The Credit department reviews this information and approves the open account or requests pre-payment. Being Quill.com is a business site, traditionally, open accounts are granted to business's shipping to business addresses. I inquired with the credit department further on this. The order was declined for an open account as the customer was requesting business credit terms and shipping to her residential address. As stated in her complaint, she was buying a gift for her grandson. On 8/3, the credit department did call and leave a voicemail requesting she contact Quill regarding this matter. When the customer did speak with credit, the call was escalated to the credit manager who explained for about 15 minutes why we were not able to offer open credit. At that time, the customer requested the order be canceled. We can reinstate the order if the customer is willing to pre-pay.
Initial Business Response /* (1000, 6, 2014/11/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill.com apologizes for this inconvenience. Due to miss-communication from our direct ship vendor, we miss-informed...
the customer that the order was canceled. I do see credit has been issued for the defective printer and another $6.66 (cm [redacted]) to make the credit whole. It does take a couple days for the credit to post on the account. We will follow-up with the customer on 11/21 to insure the customer is satisfied.
Initial Consumer Rebuttal /* (3000, 8, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been 6 days since Quill stated I would receive a credit for my full refund within two days. Zero credits have appeared on my credit statement.
Yet again I am experiencing an extreme delay in follow-through from Quill.
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email:[redacted]
Quill apologizes for this inconvenience. Quill did honor the "Best Deal" coupon offer and $100.00 credit was issued...
against this order.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but I still have not seen the credit back to my bank. I wonder what type of credit was actually issued. A voucher for future purchases is not really the same as supposed discount.
Warm regards,
[redacted]
Final Business Response /* (4000, 11, 2014/08/11) */
The customer is absolutely correct. Quill issued the credit on the Quill account to be used toward the next purchase vs. crediting the customers credit card. We will cancel the credit today and re-issue the credit back to the customers credit card. Please allow a few days for processing time as it will not be immediately viewable on the customers credit card account. Quill apologizes for the delay in processing the credit back to the customers card.
Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
According to our records and payment history, there was a request for the credit to go to the card initially on 18...
Sept but on 21 Sept the customer called in and a 2nd request for the credit was completed. On Sept 21st, the credit was adjusted/posted back to the credit card to the bank. Then, on 23 Sept, the customer called back to verify and again was informed that the credit indicated back to credit card on September 21st. We followed up with our accounts receivable department today and re-verified the above info to be accurate - that we had advised the bank of the credit to the [redacted] The A/R department also stated that some banks can take up to 10 days to put it back on the customer card.
A rep from my team has tried to reach out to the customer today to discuss any other issues they may be having. The customer was not available but we left our number to contact us at their earliest convenience.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The rep that called did not leave a call back number and promised an email but failed on that was well. Bottom line, I received my refund finally and don't want to drag this on and worry about it anymore. It was resolved, albeit terribly handled
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 our online price error on HP Printer[redacted] When we updated the price to the correct sale...
price of $329.99, your order was systemically updated as well. We are truly sorry that the price on your order changed from that which was confirmed at the time you placed your order. UPS confirmed that they were able to stop the shipment and the product is enroute back to Quill. We have initiated and released a credit on your account for the $329.99. This may take a few days to post to your statement. We're sorry for any inconvenience or disappointment this may have caused.
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 this inconvenience. Our goal is to try to deliver to the customer next day. To accomplish...
that, we sometimes are not able to stop a shipment from being loaded on a truck and shipped. As well, we are sometime unsuccessful to stop a delivery with the carrier since it is a next day delivery. We did issue a credit for this purchase on 7/30; Credit number XXXXX for $98.09. We e-mailed a copy of the credit to the customer today for their records. It may take 3-5 business days for this to clear his charge account.
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email: R[redacted]@Quill.com
Quill apologizes for this. I agree this is not our standard practice. This certainly is not the way to get you become a loyal customer of ours. I have added your...
name/address to the "no visit" list in our database. This will remove your address from future visits.
First order ever with this company. Ordered 2 printers at a very good price. Orders went through, account was created, credit card saved, cart emptied -- all looked well. Had a question about the product, so before contacting customer service, I looked for the order in my account. There was no record in order history. Looked in my email for the customary email order receipt -- nothing. Verified, sure enough, the credit card was still saved. The cart is still empty. Where is my order? Online chat referred me to the credit dept. Credit dept referred me to Cust Svc. They found the web order! Great! But it will not be fulfilled. The price was too good and "we don't have any". Yep...the product now shows as sold out. Meanwhile, I've lost a day-and-a-half of business time to fulfill my business needs for the printer on the same deadline. If your website takes orders, it should also handle inventory and decrement that inventory as orders are PLACED -- not SHIPPED. Very bad.
Initial Business Response /* (1000, 8, 2015/02/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. This experience is the exception. We have added this customers name to the...
"Do not Solicit" list and her name/address has been removed from future visits.
Quill apologizes for the experience you had while placing your order with us. Our goal is to provide outstanding...
service and part of that is insuring we do not jeopardize our customers private credit information. The credit department was the correct department to discuss your account with. We should have done a better job explaining this to you. Our reps will be coached as we have all calls recorded. Our credit team was contacting you today and I see that your order has been reinstated. I apologize for this inconvenience. I will have my escalation team contact the customer to insure all her issues were resolved.
Quill deals primarily with businesses. We may offer core office products at reduced prices, however, the business...
usually has to meet an order minimum to apply the lower price. Being a business to business company, the additional spend is within our customers average order spend so the minimum is usually not an issue. Quill produces and promotes our e-mail promotions so there is no “kick-back” based on open rate. We do continue to tweak the subject line on our e-mail offers. I can pass your comments on to the e-mail team. Their goal is to create awareness and peak customers interest to open the e-mail. I do see in your order history that a $30.00 coupon was applied so you like many other customer do enjoy the opportunity to save on purchases and take advantage of our promotions. On the bottom of the e-mail offers is an “unsubscribe” link. While we do not want to lose you as a customer, we certainly can understand that your promo preferences may be different than our current promotional strategy.
One month later still have not received my items. I didn't even receive an order confirmation. AND they still took my money which they won't credit back to my account. After 4 separate calls I placed to their "customer service" no word on why the items aren't being released or fulfilled. Very shady business.
Quill is famous for the switch and bait maneuver on promo items. They advertise one items as free with purchase and then substitute the item with a smaller less expensive and lower quality incentive gift. This is a reoccurrence on a daily basis. The practice has gone on for several years with quill.
No such credit has been processed. Company continues to hold out on crediting me.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this inconvenience. Unfortunately, the check submitted for payment has been returned twice from...
the bank with NSF. That said, the account is still open. If the customer or the bank would like further information, they can discuss this with our credit department: [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have already sent proof to the business that the check was honored by the bank. We have sent this three times now.
Final Business Response /* (4000, 15, 2014/11/14) */
Quill apologizes for this inconvenience. The customer was issued credit and a copy is being e-mailed to her. Credit will also update the credit status. Also, we will remove this account from future e-mails and offers per the customer's request.
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this chain of events. We have a "best in class" sales force and I am disappointed that this...
situation occurred. I will have the field office notified immediately and have your address added to the internal "DO NOT VISIT OR SOLICIT" list.
Quill apologizes for this inconvenience. When the order was sent to the vendor that would ship the set, they informed us...
that the item was not available. Therefore, we canceled your order on 4/28. You were not charged for the purchase.
Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill apologizes for this advertising issue. Quill has contacted the customer and placed an order for product the...
customer was satisfied with. One thing to note is this product may not currently be available, but as soon as we do receive stock, we will release this for the customer.
Complaint: [redacted]
I am rejecting this response because:
This response does not address my concern. If Quill is a business to business site then why do you sell directly to consumers? My concern is not that I did not receive communication, that is how I found out that the orders were cancelled, my concern is that you sold me product that was not available. Why do you sell products that are not available? Again, I purchased something that was available, not out of stock, on your web page and I paid in good faith using my personal credit card. when I purchased that printer from you we entered into a contract, you have an obligation to meet that contract.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Quill.com
Quill apologizes for this inconvenience. While the customer did request an account to be opened in July, their 1st ...
order was placed on August 3. The 1st order is what will drive any review to the account. What we do while opening an account is request 30 day terms if the potential customer is interested and once the order is submitted is when the terms are reviewed. It is our experience that 99% of accounts that are opened are accompanied by the 1st order so the customer will know immediately is open terms are approved. The Credit department reviews this information and approves the open account or requests pre-payment. Being Quill.com is a business site, traditionally, open accounts are granted to business's shipping to business addresses. I inquired with the credit department further on this. The order was declined for an open account as the customer was requesting business credit terms and shipping to her residential address. As stated in her complaint, she was buying a gift for her grandson. On 8/3, the credit department did call and leave a voicemail requesting she contact Quill regarding this matter. When the customer did speak with credit, the call was escalated to the credit manager who explained for about 15 minutes why we were not able to offer open credit. At that time, the customer requested the order be canceled. We can reinstate the order if the customer is willing to pre-pay.
Initial Business Response /* (1000, 6, 2014/11/14) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Quill.com apologizes for this inconvenience. Due to miss-communication from our direct ship vendor, we miss-informed...
the customer that the order was canceled. I do see credit has been issued for the defective printer and another $6.66 (cm [redacted]) to make the credit whole. It does take a couple days for the credit to post on the account. We will follow-up with the customer on 11/21 to insure the customer is satisfied.
Initial Consumer Rebuttal /* (3000, 8, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been 6 days since Quill stated I would receive a credit for my full refund within two days. Zero credits have appeared on my credit statement.
Yet again I am experiencing an extreme delay in follow-through from Quill.
Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted] Dir of CR
Contact Phone: [redacted]
Contact Email:[redacted]
Quill apologizes for this inconvenience. Quill did honor the "Best Deal" coupon offer and $100.00 credit was issued...
against this order.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but I still have not seen the credit back to my bank. I wonder what type of credit was actually issued. A voucher for future purchases is not really the same as supposed discount.
Warm regards,
[redacted]
Final Business Response /* (4000, 11, 2014/08/11) */
The customer is absolutely correct. Quill issued the credit on the Quill account to be used toward the next purchase vs. crediting the customers credit card. We will cancel the credit today and re-issue the credit back to the customers credit card. Please allow a few days for processing time as it will not be immediately viewable on the customers credit card account. Quill apologizes for the delay in processing the credit back to the customers card.