Spool 72

Complaint: [redacted]I am rejecting this response because:
Unfortunately, Spool 72's response contains several errors. In no way were any of my emails threatening. They were merely asking for further information so that my in house legal counsel could follow up. In fact, I am still waiting for a confirmed business address and phone number so that they can complete the paperwork. Please provide this information. Although the amount is only $66.95, our accounting department needs to rectify the amount on the books. 
I did not state that the package was waiting for me when I arrived home from my trip. In fact, the merchandise did not make it to my address until over a week AFTER my return. I have absolutely no idea what happened to the package or how it was recorded that it was delivered or frankly how it made its way to my door over a month after delivery. In no way would I continue to argue my case if I was not being truthful. 
I have returned the merchandise and filed a claim with the Revdex.com - at this point, there is no chance that I will shop with Spool 72 again. The credit for their store is worthless as is their credibility. 
Please provide your business address and phone number. I have two unanswered emails requesting this information. These are not threats; merely requests for information so that the proper paperwork can be completed. 
Sincerely,[redacted]

Hi, We are happy to address any questions. This order was placed on Jan 2nd 2016 and arrived on Jan 12th 2016 at 12:36 pm. You can view the tracking information and proof of the delivery date here......

http://wwwapps.ups.com/etracking/tracking.cgi?InquiryNumber1=[redacted]&Type...⇄ . This order was shipped within 24 hours. This order did not take over a month to arrive as stated by the customer and arrived 10 days after the date the order was placed. We have answered all of the emails regarding this return. We are happy to accept returns within 30 days of the ship date for a refund. This return arrived almost a month late on Feb 27th, and was not returned within the 30 day window. Our returns department was happy to make an exception to our 30 day return policy and allow the late return for an in-store credit of the full purchase price even though this return was almost a month late. This customer was emailed with her in-store credit information and she confirmed this by responding to our store credit email. This store credit remains and does not expire. Please let us know if you have any questions. Thank you, Spool No.72Submitted: 05/29/2016

I recently purchased a pair of shoes for my wife for Christmas from this site. The Bad: The heel on one of the shoes fell apart upon first wear. The Worst: They wouldn't respond to my email about my concerns with their product. It says something when they won't even respond to emails. Save yourself some time, money, and in my case embarrassment. DO NOT BUY FROM THIS SITE.

Recently I made a purchase from Spool 72. It ended up being a horrible experience as their customer service representative, [redacted], was nothing but argumentative and put fault on me and they have deleted every review I have placed on their page because it is not a positive one. Good thing they can't delete something off of my own page. Very unprofessional. The following was my post to their page, "Not happy at all with this company. They sent me the wrong pair of boots. I contact them and they offer me either a refund of 50% or to prepay the postage fees to ship the boots back and receive the right pair. I wait and wait for the packaging label and it hasn't come. I email them again and they sent it to a completely different email address and say it has to be scanned by the next day. A SUNDAY. When the post office isn't open. I ask to just take the 50% refund instead because that is not possible, and they reply with the fact that they can not do that because they already shipped out the correct pair of boots and I had received them-lie, I have gotten no packages in the mail from Spool no. 72. So they extend the day on the package return to avoid processing fees, so I take it to the post office and they shorted the packaging label weight so I had to pay for it anyway! For the amount of trouble I'm going to to correct YOUR companies mistake and wasting time out of my day for it, I should be receiving both boots at no charge. I have already emailed customer service about everything and have received no offers to reimburse me or make up for your mistake." They have no phone number to contact, only email which is a hassle when it could be taken care of with one phone call. Not impressed whatsoever.

Buyer beware. My daughter saved her hard earned money to buy boots from Spool 72. We received cheap quality boots made of cardboard-like material covered in fabric. Not the "durable" boots touted and picture on their site. On second wearing these boots were so easily scuffed, the fabric rubbed off exposing the cardboard underneath. I tried in vain to find a phone number for "Customer Service". None. You have to correspond through email. Conveniently "Mark" judged my emailed photos of the boots unworthy of a return and all we are offered is credit for more of their cheap merchandise. A sad lesson learned and buyer beware. I love supporting small businesses but this is one to avoid.

Review: Spool 72 vaugly states their shipping policy and hides fine print about shipping under their FAQs. I purchased a dress on Tuesday evening, May 26, 2015. I paid an additional $13 for priority shipping assuming my order would arrive in 2-3 days as stated in my order summary. However, Spool 72 failed to mention they need an additional 24-48 hours to deliver the order to USPS, then the 2-3 days for priority mail begins. I sent an email asking for a contact number to resolve the complaint. Spool emailed me back disregarding my request and stating shipping policies and information were available under their FAQs. However they fail to mention the additional time needed to ship the order at check out. To make matters more clear as to how hard this company goes to hide fine print, the information about allowing spool an additional day to deliver the order to USPS isn't even listed under shipping FAQs, it's under ordering and processing. One must wonder why a company would make it so difficult to find information. The company also offered a warehouse contact number after I told them I was going to file a Revdex.com complaint. Coincidence? I think not. But it gets better, I have to wait an additional 72 hours from someone to contact me and then maybe I get a working contact number for Spool. The company also has several numbers tied to them but none of the numbers work. One must wonder why would a company make it so hard for an individual to get in touch with them? Bottom line, spool hides behind a computer, shamelessly scams customers with hidden catches in fine print and makes it impossible to resolve any issues. They are only worried about the next purchase from another lady who failed to read their reviews, ratings, and fine print like I did.Desired Settlement: I would like the money I spent on priority shipping refunded and the company to clearly advertise shipping terms at check out. In addition customer service could resolve issues in a timely manner as well as set up a working contact number. Thanks to spool I won't have the dress I anticipated wearing to a major event. That and the time I have spent begging spool and the postal service for help cannot be replaced. Shame on you Spool 72.

Business

Response:

Hello,We are happy to help with any questions regarding this issue. Ms. [redacted] placed an order late Tuesday night of May 26th. Her order was processed and packaged immediately the following morning on Wednesday the 27th. She purchased Priority Mail 2-3 day transit at checkout. In order to allow time for our staff to package her items for shipment we require 24-48 hours processing time for our orders. Orders are not automatically shipped and do not immediately dispatch once an order is placed. Her order was shipped immediately the next day. Our order processing time is clearly stated and easily available for our customers on our easy to find FAQ's page found here... [redacted]. Our FAQ's page allows customer to receive quick information about shipping and order guidelines. Ms. [redacted]'s package was received and scanned by USPS on Tuesday the 26th. USPS Priority Mail requires 2-3 full business days for transit. This does not include the minimal time it took for our team to process her order. At checkout her expected delivery date was Friday the 29th or Saturday the 30th. Her package arrived on-time with a delivery being made on the 30th. Her USPS tracking number was #[redacted]. We do state to allow 2-3 full business days for the transit of her order and this information is clearly provided on our FAQ's page prior to checkout. As an online company all of our support staff is located online via our 24 hour help portal. Mrs. [redacted] emailed us beginning the morning of May 28th and each of her requests were responded to within 5-10 minutes. Please let us know if we can provide any additional information. Thank you,Spool No.72

Review: I purchased a pair of boots named [redacted], color is chestnut, back in november of last year. Due to our long, harsh winter I was able to wear them maybe 2-3 times. Now that our weather is better I was excited to wear them, Much to my dissapointment after I zipped up the boots, the zipper stopped working. I can get them to zip up and down, but the zipper will not stay closed. I knew it was past their 30 day exchange policy but I thought for certain they would stand behind an items quality issue. I contacted them directly and explained the issue at hand, to which I was told to bad so sad in so many ways, and to bring the boots to a shoe repair. After I replied back to them that I was unsatisfied with this answer they never replied back. I am a reasonable person, these are not boots I have worn 100 times. I was hoping they would have me send them back to them so they could at least as them or offer to pay for the zipper replacement, which I assume, I would have to pay for on both boots so it matches. I really have a lot of concern for the future of a company when they dismiss their customers with such haste.Desired Settlement: I do really love these boots so I would love to send them back for a replacement. I would also be open to them refunding me for how much it is going to cost me to have them repaired. I'd be willing to get a quote written up.

I am open to anything at this point to settle this. Refund my money, credit to the store whatever.

Business

Response:

Spool No.72 is happy to address any questions related to

this transaction. Our customer service

team provided a timely response to [redacted] inquiry regarding

her purchase. Our customer service team provided

both our return and damaged policy that is posted on [redacted].

As the order was over 5 months old the 30 day damage claim

has well past expired. Spool No.72 is

happy to resolve any issued damage within the 30-days as posted on our website.

As we cannot as the amount of wear and tear inflicted on the item within the

past 5 month to cause the zipper failure we are not able to provide compensation

after 30 days.