Sourcebooks Inc

Initial Business Response /* (1000, 8, 2015/01/16) */
When the customer raised this concern with us via email, it was addressed with our printer. We have since been in discussion to make a change to the shipping label.
We include the phone number and email address to the shipping label as...

means for our carrier to contact customers with any delivery issues.

Initial Business Response /* (1000, 5, 2014/10/01) */
The customer contacted our support the weekend of September 20-21 attempting to track down his missing order. The customer received an email requesting he review his order, and upon checking his account, discovered his order placed in...

mid-August had shipped several weeks earlier, but he had not received it. Our weekend support was not able to resolve the customer's issue, and it was escalated to our next level of support staff over the course of September 22-23.
The customer eventually discovered his order was delivered to his neighbor's address, and he was able to recover the package. This was an error by the carrier.
We issued refunds to the customer for the full amount of the shipping charge and sales tax, and this represents the total dollar amount Sourcebooks collected from the customer directly.
The customer purchased a voucher from another company which allowed him to order an item from us at a discounted price. We are unable to provide a refund for the total of the voucher as that charge was collected by a third party in a separate transaction. However, the customer may seek a refund directly with the company from which the voucher was purchased. The contact information for this company was provided to this customer.
The customer stated he never received a shipment confirmation email from us. We investigated this internally and do show a confirmation email was sent on August 22nd to the email address provided when the order was placed. This email's subject line states, "Your order #XXXXX has been shipped." A screen shot of this email has been provided with this response with certain identifying information blacked out.
The customer was also upset that two different email addresses of his were used to respond to him. The customer provided one email address at the time he created his account and placed an order on our website and on support emails sent to one of our "contact us" links on our site. The second email address was provided to our third party call center when the customer made his initial contact the weekend of September 20-21. Though we were attempting to respond to the customer's issues using the email addresses provided, we understand this created additional frustration and concern for our customer, and for that we apologize.
Though the customer shared his order delivered in advance of the event he needed it for, he was upset at the problems with the error in delivery to the wrong address, and understandably so. Sourcebooks has apologized for this and has issued a full refund for the shipping and sales tax charges.
We regret that this customer's experience with our service and support was not satisfactory. We take all feedback seriously and will review this situation and use it to help improve our level of service to all our customers. We have apologized to our customer both by phone and by email and offer our apologies again here.

Initial Business Response /* (1000, 8, 2015/01/27) */
After reviewing the terms of the voucher, the customer has been issued a credit of $5.01 to her original method of payment.
Credits, once issued, should not take more than 1 - 4 business days to reflect on the account.
My apologies for...

the confusion.

Initial Business Response /* (1000, 8, 2015/01/16) */
When the customer raised this concern with us via email, it was addressed with our printer. We have since been in discussion to make a change to the shipping label.
We include the phone number and email address to the shipping label as means...

for our carrier to contact customers with any delivery issues.

Initial Business Response /* (1000, 5, 2014/10/01) */
The customer contacted our support the weekend of September 20-21 attempting to track down his missing order. The customer received an email requesting he review his order, and upon checking his account, discovered his order placed in mid-August...

had shipped several weeks earlier, but he had not received it. Our weekend support was not able to resolve the customer's issue, and it was escalated to our next level of support staff over the course of September 22-23.
The customer eventually discovered his order was delivered to his neighbor's address, and he was able to recover the package. This was an error by the carrier.
We issued refunds to the customer for the full amount of the shipping charge and sales tax, and this represents the total dollar amount Sourcebooks collected from the customer directly.
The customer purchased a voucher from another company which allowed him to order an item from us at a discounted price. We are unable to provide a refund for the total of the voucher as that charge was collected by a third party in a separate transaction. However, the customer may seek a refund directly with the company from which the voucher was purchased. The contact information for this company was provided to this customer.
The customer stated he never received a shipment confirmation email from us. We investigated this internally and do show a confirmation email was sent on August 22nd to the email address provided when the order was placed. This email's subject line states, "Your order #XXXXX has been shipped." A screen shot of this email has been provided with this response with certain identifying information blacked out.
The customer was also upset that two different email addresses of his were used to respond to him. The customer provided one email address at the time he created his account and placed an order on our website and on support emails sent to one of our "contact us" links on our site. The second email address was provided to our third party call center when the customer made his initial contact the weekend of September 20-21. Though we were attempting to respond to the customer's issues using the email addresses provided, we understand this created additional frustration and concern for our customer, and for that we apologize.
Though the customer shared his order delivered in advance of the event he needed it for, he was upset at the problems with the error in delivery to the wrong address, and understandably so. Sourcebooks has apologized for this and has issued a full refund for the shipping and sales tax charges.
We regret that this customer's experience with our service and support was not satisfactory. We take all feedback seriously and will review this situation and use it to help improve our level of service to all our customers. We have apologized to our customer both by phone and by email and offer our apologies again here.

Initial Business Response /* (1000, 8, 2015/01/27) */
After reviewing the terms of the voucher, the customer has been issued a credit of $5.01 to her original method of payment.
Credits, once issued, should not take more than 1 - 4 business days to reflect on the account.
My apologies...

for the confusion.