Sims Pottery Reviews (%countItem)
Sims Pottery Rating
Address: 2057 Highway 323, Gillsville, Georgia, United States, 30543-4308
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+1 (706) 677-3982 |
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Address: 2057 Highway 323, Gillsville, Georgia, United States, 30543-4308
Phone: |
Show more...
|
Fax: |
+1 (706) 677-3982 |
Add contact information for Sims Pottery
I placed a order on 3/30 and received the order on 3/31 and all the stuff was not in there. They had placed a piece of paper saying out of stock. I sent them a email that day telling them I need to return the other items because the items they was out of stock on was the reason I placed the order. I never heard from them. I called them on 4/2 and they told me they would not do a refund for the other items because it was easter stuff. I informed them the other items they said they are out of stock on but, it's still on there website. I also informed them they need to call people when they are out of stock on items and see if they would like the other stuff instead of just shipping it out. I advised him I would file a dispute with my bank of this charge and he said I will disable you from the website. I don't need this other stuff without the other items I ordered.
On there website they have a mission statement which is follows:
Our mission is to 'Exceed Customer Expectations'THEY FAILED TO DO THIS
'Provide the Right ProductsNEVER GOT WHAT I ORDERED
'Provide Great Customer Service and SupportTHEY FAILED ON THIS
'Happily Assist you with Great Selections
'Great Pricing and Excellent Profit Margins
'Maintain, Expand, and Strengthen our relationship with our customers
Product_Or_Service: craft materials
Refund 91.54
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@windstream.net
This customer did place an order for easter items. Because of the short season, we were out of stock of some items before her shipment was processed. This is something that can happen, and it will not be back in stock before next spring for the 2019 season. We have a policy on our website and in our store locations, all sales final, and we do not take back any product. She wanted to return this product after the Easter season, because she did not want to use it. We did disable these products on the website the day that her credit card was charged for the product. This customer was very loud and would not take any answer given to her by the office manager and also by the owner of the company. She stated that she would not be purchasing from Sims Pottery any longer, so we did tell her that we would cancel her access to the website. We are a wholesale only company, and a customer MUST have a business and a sales tax number in order to purchase from us. That is why we have the capability to limit only a valid business to our site. We have been in business for over 35 years, and we do strive for excellent customer service, and have a very good record in fulfilling the mission statement listed on our website. This is the VERY FIRST COMPLAINT EVER from a customer, and we are very shocked of her statement and reasoning in trying to return product. We feel that you the Revdex.com, should take this into careful consideration before you make a judgment that Sims Pottery Inc. did not act fairly into this issue.
(The consumer indicated he/she DID NOT accept the response from the business.)
As I explained if they are not able to full all of someone's order they need to call and see if they still want the other products. Like I told them and have said I'm not able to use these products they sent since they did not ship the other items that I needed. When I called they was very Rude about everything. Saying they would have to hire someone to do that type of job. I was not loud I was driving down the road when I called them over this matter. They did not take the items down the day my credit card was charged because I told them they was still showing on the website. Even the following day I looked and it was still showing under sale items. I did not say I would never buy from them again the owner is the one that told me he would cancel my access to the website. And they did not strive for excellent customer service and they do not and they do not have a good record at fulfilling the mission statement listed on there website. You need to take into consideration if you bought several items to make something and you didn't get everything you ordered for that order how would you feel and why would you need the other stuff? So they did not act fairly by not calling to inform me that don't have everything I ordered and refusing to take the other stuff back and not giving me my money back for items I don't need.
Rebuttal to Complaint: We are fully aware of this dispute situation with the said customer. We still hold firm on our policy, listed on the website, all sales final, and we stand firm with our decision. The statement was made by our customer that the items were not listed out of stock the same day, and they were not. It takes up to 24 hours for that to post, and the very next day, those items were removed from the website. With over 20,000 very satisfied customers across the U.S., we still hold firm our commitment for excellent customer service, and would be glad to have customers vouch that this statement is true and accurate. We are very sorry that this customer is dissatisfied with our company, but we would be happy to talk with her for future orders. We do apologize for the problem, however, items do sell out very quickly for short seasons, and this was the case in the items she ordered. The owner of our company did in fact talk to her, and he was very cordial and tried to reason with her, but to no avail. We feel that maybe she was not privy to hearing him, and was very angry at the problem at hand, and therefore, we could not make further relationship with customer.
Sincerely,
Sims Pottery Inc.
Gillsville, Ga.