Sherwin-Williams Company

Here are the details from investigation of this matter: Gift Giver ordered a gift subscription to [redacted] magazine for Customer on Thursday, February 4, Gift Giver asked that the first issue and a gift card be sent in a week, but due to mailing procedures, Kalmbach was unable to provide the first issue and a gift card in that timeframeGift Giver was told that the first issue (the April issue) would be mailed on Wednesday, February 24, and that it would take 2-weeks to be delivered Customer's address On Friday, Feb5, Gift Giver contacted Kalmbach Customer Service and asked that gift card be mailed to Customer so it would be received by Monday, February Gift Giver was advised that the card had been mailed, but we could not guarantee arrival by February Customer Service confirmed that the April issue of [redacted] magazine would be the first issue received by Customer Gift Giver contacted Kalmbach Customer Service on Tuesday, March 1, and said that the delivery time was “ridiculous because the stores already have the April issue.” Gift Giver contacted Kalmbach Customer Service on Tuesday, March 8, asking when first issue of gift subscription would arrive, and was advised that it should arrive by Friday, March Gift Giver contacted Kalmbach Customer Service on Friday, March 11, and said that the issue had not arrivedCustomer Service ordered a replacement issue and told Customer it would be sent out the next business day and would take up to days for the replacement issue to arriveAccording to procedure, the issue was sent out by first-class mail on Monday, March If the magazine does not arrive, Customer or Gift Giver is welcome to contact Customer Service at ###-###-#### for further review of the issue

We appreciate hearing from this customer regarding the experience he had with receiving his free issue of Model Railroader and the gift booklet advertised with the subscription offerOur Customer Sales & Supervisor contacted the customer to learn more about what happened, investigated the situation with the Customer Service Department, and provided a remedy for the problem: To make sure the customer received the most current issue of Model Railroader magazine, she sent a copy of the December issue and the free gift booklet by Priority Mail to him on November He should receive the issue and the free gift booklet within 3-daysShe also provided him with a tracking number for the packageIn addition, the Customer Sales & Service Supervisor confirmed that his subscription to Model Railroader will begin with the January issueThe Customer Sales & Service Supervisor will track the package and contact the customer to make sure he received itShe also provided the customer with her email address and her direct telephone numberWe hope this will resolve the problem for the customer, and we apologize that he experienced this difficultyIf he has any problem with the package, he is welcome to call or email our Customer Sales & Supervisor Martha [redacted] Executive Assistant Kalmbach Publishing Co [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Ronald ***

Thank you for bringing this to our attentionThe customer’s concern that she had been charged through iTunes for a renewal of a subscription to a digital magazine that was no longer being published has been investigated Although Kalmbach officially notified iTunes on January 8, 2016, that
the digital magazine was no longer being published and should be removed from its “on sale” and renewal status, she was still charged for an automatic renewal Our internal liaison with iTunes has contacted them to make sure that the magazine is no longer available for sale or renewal and to request that they refund the price this customer paid for the subscription as quickly as possible We apologize to the customer for the inconvenience and difficulty she has experiencedThe digital magazine subscription should not have been automatically renewed by iTunes, and the customer should have been able to receive a refund quickly We will continue to follow up with this customer until she receives her refundIn the meantime, if she has any questions, she is welcome to contact me at ###-###-#### or at *** Sincerely, Martha *** *** *** Kalmbach Publishing Co

We're sorry that our Customer has had such a difficult time receiving his first issue of a gift subscriptionTo make sure that he receives his issue, we sent a third copy to him by UPS at his designated address, which is a UPS StoreAttached are the tracking for his package and the proof of delivery, which show that it was delivered to his address on March The labels for the next issue of his gift subscription will be printed this weekend, and he should receive it at his designated address by April If he does not receive it, he should call Customer Service at ###-###-####, and we will make sure he receives the issue

We are very sorry that the customer has been unsatisfied with delivery of the magazineWhen issues have been missing in the past, we have sent a new copy of the issue a second and even a third time by various carriers, but have been told by the customer that they did not receive themThe reason
for our decision not to do a renewal of the subscription after the current one ends is because we cannot take money for a subscription that we are not able to deliver successfullySince the filing of this complaint, it has been agreed with the customer that for the rest of this current subscription, the magazine will be sent out directly from our home office rather than from the printers as is usual, and will be sent by Priority Mail/1st Class with tracking so that the customer knows that it has been received at the address they providedUsing this delivery method, Kalmbach can also be assured that it arrived at that address as wellBecause the customer did not receive the April issue, an additional month has been added on to the current subscriptionThe first issue sent with this tracking was delivered to the address provided by the customer todayThe customer has also indicated that they might move to a new addressIf that is the case, we can try to deliver a subscription to the new addressIf that is successful, we can accept renewals of the magazine subscriptionWe hope this solution will work so that the customer can enjoy the magazine.*** ***Kalmbach Publishing Co

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Garry ***

We are very sorry that the customer did not receive his Winter issue of Classic Trains magazinePer his request, a new copy was sent to him on Nov28, 2016, but it sounds like he did not receive that mailing eitherHowever, we sent another copy of it by the U.SPostal Service Priority Mail
on Monday, Jan9, and he should receive it within a 3-day windowThe tracking number for his magazine is *** *** *** *** *** **He can go to *** to enter the tracking number and see the delivery status for his magazineAgain, our deepest apologies for the inconvenience this has caused himIf he has any questions, he should call ###-###-#### to speak directly with the Customer Service Supervisor. Sincerely,Martha *** Executive Assistant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Bryan [redacted]: I WILL WAIT TO MAKE SURE THAT EVERTHING GOES WELL.I TOLD THE Customer Sales & Supervisor THAT SOME THING.THANKS.BRYAN.

We appreciate hearing from this customer regarding the experience he had with receiving his free issue of Model Railroader and the gift booklet advertised with the subscription offer. Our Customer Sales & Supervisor contacted the customer to learn more about what happened, investigated the...

situation with the Customer Service Department, and provided a remedy for the problem: To make sure the customer received the most current issue of Model Railroader magazine, she sent a copy of the December 2016 issue and the free gift booklet by Priority Mail to him on November 17. He should receive the issue and the free gift booklet within 3-5 days. She also provided him with a tracking number for the package. In addition, the Customer Sales & Service Supervisor confirmed that his subscription to Model Railroader will begin with the January 2017 issue. The Customer Sales & Service Supervisor will track the package and contact the customer to make sure he received it. She also provided the customer with her email address and her direct telephone number. We hope this will resolve the problem for the customer, and we apologize that he experienced this difficulty. If he has any problem with the package, he is welcome to call or email our Customer Sales & Supervisor.   Martha [redacted] Executive Assistant Kalmbach Publishing Co. [redacted]

Here are the details from investigation of this matter:  Gift Giver ordered a gift subscription to [redacted] magazine for Customer on Thursday, February 4, 2016. Gift Giver asked that the first issue and a gift card be sent in a week, but due to mailing procedures, Kalmbach was unable to provide...

the first issue and a gift card in that timeframe. Gift Giver was told that the first issue (the April issue) would be mailed on Wednesday, February 24, and that it would take 2-3 weeks to be delivered Customer's address.  On Friday, Feb. 5, Gift Giver contacted Kalmbach Customer Service and asked that gift card be mailed to Customer so it would be received by Monday, February 15. Gift Giver was advised that the card had been mailed, but we could not guarantee arrival by February 15. Customer Service confirmed that the April issue of [redacted] magazine would be the first issue received by Customer.  Gift Giver contacted Kalmbach Customer Service on Tuesday, March 1, and said that the delivery time was “ridiculous because the stores already have the April issue.”  Gift Giver contacted Kalmbach Customer Service on Tuesday, March 8, asking when first issue of gift subscription would arrive, and was advised that it should arrive by Friday, March 11.  Gift Giver contacted Kalmbach Customer Service on Friday, March 11, and said that the issue had not arrived. Customer Service ordered a replacement issue and told Customer it would be sent out the next business day and would take up to 10 days for the replacement issue to arrive. According to procedure, the issue was sent out by first-class mail on Monday, March 14.  If the magazine does not arrive, Customer or Gift Giver is welcome to contact Customer Service at ###-###-#### for further review of the issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Did receive the [redacted] magazine FINALLY however they never sent the other two and when asked how they sent it ever respondI want a one year free subscription and want to know when to expect Mays issueThis has been ridiculous  I have spent so much time on this making calls and checking with my mail service which is a UPSstore and I want to know If I am getting afree one year service and when to expect the first May issue as store have it firstfew days of the month 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,

We’re very sorry that the customer has been unhappy with the delivery of the product he purchased and the customer service response he received. Our Customer Service Supervisor investigated his complaint. As he noted, the customer ordered our “Atlas of the Stars” special issue on November 11. The...

order included both the print version and the electronic version. He was given access to the electronic version first; the print version takes longer to arrive. The print version was sent out on November 15; it takes up to 21 days to be delivered, which is why Customer Service asked him to wait before they sent out another product. The products are sent by standard mail, which means there is no way to track it. This is standard for this type of mailing. When the customer called the customer service center on Dec. 5, he was having trouble reading the electronic version, so they contacted him to resolve that issue, and they sent out another copy of the print version by First Class Mail. Upon receiving his complaint through the Revdex.com, our home office sent another copy on Dec. 11 by Priority Mail. According to the U.S. Postal Service, the product sent by Priority Mail on Dec. 11 is out for delivery to him today, Dec. 15. We hope he has received all three issues. We appreciate his interest in our products, and we’re very sorry that his order wasn’t a better experience. Sincerely, Kalmbach Publishing Co.