Scrub Wagon

I spoke with Mrs. [redacted] yesterday (12/6/17) per her request to have someone in upper management give her a call.  I also sent her an e-mail ahead of time to advise her to pick out a pair of shoes from our site that I would send her for free for her troubles, and also to request a...

convenient time to speak with her.Our customer service team recalls working with Mrs. [redacted] through the return process. Upon the receipt of the return of the first pair ordered, we offered and sent free inserts after there was a problem with the second pair.  We also offerred to have the second pair picked up on her porch by UPS. It appears that some of the problem was a result of a poor connection in which all parties could not hear one another well.  Nonetheless, I have addressed with the customer service team, spoken with Mrs. [redacted], and in my converstation with Mrs [redacted] she stated that my resolution was "very generous" (the free full-priced $159.95 pair of boots). She indicated that she was quite pleased with the resolution, and we spent some time discussing the proper size she would need for this particular boot.We have noted all of the interactions that we have had with Mrs. [redacted] for future reference, and are happy to offer this one-time "extremely generous" resolution.  Going forward, Mrs. [redacted]'s account will be very closely monitored.Regards,Eric C. [redacted]PresidentCowboy Jungle, Inc

Review: I placed an online order for a pair of shoes on 5/15/13 with a guaranteed delivery within 2-3 days. On 5/22/13 I called their Customer Service dept. to which I left a message. This message was returned that afternoon where it was explained to me that there was a printer error on the 15th in the warehouse. She has received several complaints from orders placed on the 15th and apparently the "system" had marked these orders as printed but never shipped. She assured me that the shoes were being pulled immediately and I would have them the next day (on 5/23/13). I called the customer service dept. again on 5/24/13 to request the tracking number since I had yet to receive the shoes. This time, my call was not returned. I called the customer service dept. again on 5/27/13 and left a message of how irritated I was since my shoes have yet to be delivered as promised and for someone to please call me. On 5/28/13 I called customer service again in the late afternoon when I got home from work and realized once again there was not a delivery of shoes. Yes, I was irrate on the call, but I feel I have every right to be. My credit card was charged on 5/15/13 for these shoes and I have yet to receive them. Any attempt I make to contact this company is not being responded to. This morning, 5/29/13 I sent this company an email to their displayed email address in hopes that they will contact me there since obviously they don't want to talk to me.Desired Settlement: I will be settled if this company with at least respond, appologize and make it "right" by either refunding my money or sending me the shoes. Customers don't like to be ignored!

Business

Response:

I spoke with [redacted] immediately upon receiving this complaint. Though not an excuse, it to be a comedy of errors on our end, and the problem is being remedied. Ms. [redacted] is satisfied with our response. There was a printer error that erroneously reported her initial order as printed ... which in our world means that it shipped. Upon receiving her first call, we followed up with Ms. [redacted] to apologize, at which point the order should have shipped, and there was another communication breakdown. We replied with an apology via e-mail, and have responded with each message that we have received. Ultimately, I have personally corrected the matter immediately, and have been in close touch with [redacted] to make certain that she is satisfied. Her shoes have shipped, and she is getting these $100 shoes free of charge. Ultimately, it took 8 business days to accomplish something that should have taken no more than 3 business days. I believe, however, that we have done much to regain Ms. [redacted] trust and future business.

Regards,

Cowboy Jungle, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9560122, and find that this resolution is satisfactory to me. As I explained to Mr. [redacted], the free shoes was in no way my goal. I LOVE Alegria shoes and will continue to wear and purchase them, and yes, from his company. Being a business professional and in Customer Service myself, I understand completely breaks in communication and how things can fall by the wayside. The shoes were received Thursday, May 30th, 2013 and I currently have them on my feet :-) .

In my eyes, this matter is resolved completely, errors have been addressed and I feel confident that Mr. [redacted] and his team will continue to support and answer their customer's questions in a timely manner.