Hello,
sans-serif;">
I
will address a total of 3 orders in question order to come to a mutual
understanding. These orders where placed between [redacted] through
[redacted].
Please
note that Spurst.com has undergone several policy changes, and as of [redacted]
offers Refunds AND Store Credit on all purchases.
Prior
to [redacted], all purchases were eligible for STORE CREDIT ONLY.
1st Order # [redacted]
Placed on [redacted].
Reflects
the following:
Item
Color
Qty
Sku
Status
Price
Total
$
$
Tax Total
:
A
total of 6 tickets were created and sent to the client between [redacted] and
[redacted] to the email on file which is [redacted] with the
following question:
"Dear [redacted],
Thank you for shopping
with Spurst.com. Although we keep 99% of all of our merchandise in stock to
ensure a quick delivery, there is a rare case that something is temporarily out
of stock. The following items on your order are still on back order:"
[ITEMS LISTED DEPENDING
ON AVAILABILITY]
Please click on the link
below to select how you would like to proceed with your back ordered items:
1. Keep waiting (the items
will be shipped as soon as we have them in our warehouse)
2. Cancel backorder items
and receive Spurst.com store credit for the value of the items plus an
additional 20% bonus
3. Cancel backorder items
and obtain a refund in the same form that payment was made
We value your business
and as always if you have any questions please feel free to contact our
customer service team, they will be happy to assist you.
Best Regards,
Spurst Brands Corp
Customer Service:
Sale:
As
of [redacted]: All tickets were closed due to non response by our automated
system.
The last ticket
# [redacted] was sent on 0[redacted] and was closed on [redacted] due to
non response.
As
of [redacted]: Spurst.com no longer offers back order, and available selections
were processed for shipping at this time.
As
of [redacted]: 1 selection was in stock. The following item was processed for
shipping by default:
As of
[redacted] Tracking Number: [redacted] indicates the package was
delivered on [redacted] for order# [redacted].
hipping
& Handling
$
As
of [redacted]: A STORE Credit was issued for the amount of $[redacted] by our automated system due to non response.
As of
[redacted]: TOTAL AVAILABLE IN STORE CREDIT:
$[redacted]As of
[redacted]: All out of stock items
added up to $[redacted]. Please note an additional BONUS credit of $9.99 in
shipping was added to the in store credit as a courtesy
[redacted] The customer never contacted us to
inform us that she did NOT want the in store credit, and proceeded to use her
in store credit on the 2 orders below.
2nd Order # [redacted]
Placed on [redacted]
Reflects the following:
Item
Color
Qty
Sku
Status
Price
Total
Payment
Method:
STORE
CREDIT
SubTotal
$
Shipping & Handling:
$
Tax Total
$0.00
Store
Credit
-$
Amount
Billed:
$0.00
As
of [redacted]: $[redacted] in store credit was used on order # [redacted].
We did not require any credit card
information for this order
As
of [redacted] Tracking Number: [redacted] indicates the package
was delivered on [redacted].
As of
[redacted]: Remaining Available STORE CREDIT: $141.14.
[redacted]The client did not return any
selections from this order
[redacted]The client made no contact
regarding this order or the status of their store credit. [redacted]The client has never informed us
that they received an incorrect item, the invoice for this order
indicates all selections were in stock as Spurst.com no longer permits back
orders.
3rd Order # [redacted]
Placed on [redacted]Reflects
the following:
Item
Color
Qty
Sku
Status
Price
Total
Payment
Method(s):
STORE
CREDIT
SubTotal
Shipping & Handling:
$ ( $10
handling, $9.99 shipping)
Tax Total:
$
Store
Credit:
- $
Amount
Billed:
$
As of [redacted]: Available STORE CREDIT balance: $0.00 $[redacted] was billed to
card ending in [redacted].
As of [redacted]: Please note, 9 out of 10 selections were processed for
shipping on this order via [redacted] Tracking Number: [redacted]
As of [redacted]: The following Seasonal Drop-Ship Halloween Costume item was
listed as PENDING:
Handling:
$
As of [redacted]: the following disclaimer was posted for this Seasonal
Halloween Costume selection on our website,
"
Due to the location of this warehouse, a $10 shipping and handling fee will
be added on to the order even if the order is qualified for free shipping.
Please allow 7 - 10 business days for delivery. "
As
of [redacted]: The warehouse charged with shipping this Seasonal Drop-Ship
item [[redacted] Size:
Large] contacted Spurst to inform us that the item was no
longer available.
As of [redacted]: A Spurst.com Sales representative attempted to reach the
client at the following # on file, [redacted]. There was no response, and a
voice message was left as confirmation.
As of [redacted]: Ticket # [redacted] was created and the following message
was sent to the email on file: [redacted]"Hello
[redacted],I regret to inform you that the following item
has gone out of stock at the last minute on the size selected . "[redacted]"You are more than welcome to select one of the
following options. 1. Cancel discontinued item for an exchange of
equal or lesser value2. Cancel discontinued items and receive
Spurst.com store credit for the value of the items plus an additional 20%
bonus.3. Cancel discontinued items and obtain a
refund in the same form that payment was made. Please let us know which of these options
would best suit your needs. Should you have any questions regarding your
order, status, etc., you can reply back to this email or reach my in the
office Monday - Friday from 9 a.m. - 6 p.m. Central Standard.Regards Spurst.comCustomer Service"As of [redacted]: Ticket
# [redacted] was closed due to non
response.
As of [redacted] Tracking # [redacted]
indicated the rest of the order was delivered on [redacted]The client did not return any
selections from this order
As of [redacted]: Spurst.com no longer offered the Seasonal Drop-Ship
Halloween Costumes and a Customer Service Representative proceeded to
attempt to request a REFUND for the un-shipped item due to non-response
in the amount of $[redacted] Size: Large]
Please
note that this amount requested was incorrect, for which we apologize as it
did not include the $10 handling fee for this item.
The CORRECT value of the unavailable item: [[redacted] Size: Large] on order # [redacted] is: $[redacted]
This
amount includes $[redacted] for [] + $8.27 tax + 10.00 Handling
Unfortunately, the Customer service representative who requested the refund
of $[redacted] on [redacted] was not aware that the system could not process a
refund greater than $[redacted] on this order. In other words, our system can only
process a refund for the amount paid with credit card which was $[redacted].
Because the order was partially paid for using store credit, and the
remaining amount due was paid for using the credit card she provided, the
reimbursement was not processed.
Refunds typically post back onto the credit
card on file within up to 3-5 business days, once a refund is requested there
is typically no further action needed to be taken by the customer service
representative. Unfortunately, our customer service team was never aware that
the customer’s refund was left pending past the 5 business day time frame,
and due to an internal error within our system, the non- refunded item went
un-noticed until the client reached out to us in [redacted] of [redacted].
As of [redacted] contacted Spurst.com and spoke with a
customer service representative. She expressed her dissatisfaction with 1st
Order # [redacted] placed on [redacted] in which only
1 selection was in stock, as well as her dissatisfaction with the 3rd
Order # [redacted] Placed on [redacted] because the
Halloween costume never arrived, and she was extremely disappointed.
The
Customer Service representative then offered a courtesy refund of an
additional ship fee in the amount of $9.99, in addition to the refund due for
unavailable Seasonal item [[redacted] Size: Large] (despite
the fact that Spurst.com had already issued a bonus store credit of $9.99 on
[redacted] ).
The Customer Service Representative proceeded to request the refund
of $[redacted] + $9.99 courtesy.
The Total refund of $[redacted] was divided into 2 parts as follows:
As of [redacted]: $[redacted] requested on 3rd Order # placed on [redacted] Credit Card on file
ending in [redacted]
As of [redacted]: $[redacted] requested
on 1st Order # [redacted] Placed on [redacted] Credit Card
on file ending in [redacted]
As of [redacted] once again contacted Spurst.com to inform
us that the remaining $[redacted] had not posted to the card on file. She has
confirmed that the amount of $[redacted] which was requested on 3rd Order # placed on [redacted] has been credited
back to her Credit Card on file ending in [redacted]
She was
understandably very upset, and stated that she never authorized a charge of
$[redacted] in the first place. The customer service representative she spoke to
informed her that Spurst.com cannot charge a credit card unless it is
authorized, and explained that the reason she was charged $[redacted] on her
order, was because she has exhausted the pre-existing store credit, and
provided credit card information to pay for the difference herself.
Unfortunately, due to the length of time which had passed between the
original charge on [redacted] and the refund requested on [redacted] ( 12
months ) it became ap[redacted] that a system error prevented Spurst.com from
issuing a refund directly to the credit card on file for the remaining
$[redacted]. During this time, the customer was asked to remain on hold
while we clarify the matter with the only other representative who had previously
discussed the order history with the client. Our phone lines have an
automated time-out, and although the customer was accidentally disconnected
while on hold, the spurst.com customer service representative immediately
called the client back until the matter was clarified.
As of
[redacted]: The client has provided a NEW email address, and a confirmation
email was sent to the following NEW email: [redacted]. The information provided above has
also been given to customer via phone and E-mail, and we hope that having a
complete record will reduce any confusion. It is possible that due to the
length of time during which these orders took place, the customer may not
recall having used store credit for 2 orders. Although client wishes to be
refunded $[redacted] , Spurst only owes client the amount of $[redacted].
As of [redacted]:
Spurst.com has agreed to issue a check for the remaining refund due in the
amount of $[redacted]. This check will be arriving within 5-7 business days
from that date.
We truly
apologize for any confusion and inconvenience all this has caused, and would
like to reassure the client that she will be receiving the amount of $[redacted]
in the form of a check made payable to her. We would like to remind the
client that we appreciate their business, and hope that this information will
bring clarity to their dispute.
We apologize for the inconvenience and the unsatisfactory service that you may have experienced. We are shipping all in stock items within the next 24 hours via FedEx. The tracking number is [redacted] There are still 2 remaining backorder items on your...
order. We have ordered those two items from the vendor and are awaiting shipping. We expect the vendors to ship the items within 2 weeks but that does not always happen. They may ship the items in the following shipment or even after that. That is the reason we cannot give specific dates that backorder items will be restocked and shipped out. We are going to inquire about your specific items and try to get a date from the vendor. Once we receive that information, we will relay it to you. Again we apologize for the inconvenience that you have experienced.
Hello,
sans-serif;">
I
will address a total of 3 orders in question order to come to a mutual
understanding. These orders where placed between [redacted] through
[redacted].
Please
note that Spurst.com has undergone several policy changes, and as of [redacted]
offers Refunds AND Store Credit on all purchases.
Prior
to [redacted], all purchases were eligible for STORE CREDIT ONLY.
1st Order # [redacted]
Placed on [redacted].
Reflects
the following:
Item
Color
Qty
Sku
Status
Price
Total
$
$
Tax Total
:
A
total of 6 tickets were created and sent to the client between [redacted] and
[redacted] to the email on file which is [redacted] with the
following question:
"Dear [redacted],
Thank you for shopping
with Spurst.com. Although we keep 99% of all of our merchandise in stock to
ensure a quick delivery, there is a rare case that something is temporarily out
of stock. The following items on your order are still on back order:"
[ITEMS LISTED DEPENDING
ON AVAILABILITY]
Please click on the link
below to select how you would like to proceed with your back ordered items:
1. Keep waiting (the items
will be shipped as soon as we have them in our warehouse)
2. Cancel backorder items
and receive Spurst.com store credit for the value of the items plus an
additional 20% bonus
3. Cancel backorder items
and obtain a refund in the same form that payment was made
We value your business
and as always if you have any questions please feel free to contact our
customer service team, they will be happy to assist you.
Best Regards,
Spurst Brands Corp
Customer Service:
Sale:
As
of [redacted]: All tickets were closed due to non response by our automated
system.
The last ticket
# [redacted] was sent on 0[redacted] and was closed on [redacted] due to
non response.
As
of [redacted]: Spurst.com no longer offers back order, and available selections
were processed for shipping at this time.
As
of [redacted]: 1 selection was in stock. The following item was processed for
shipping by default:
As of
[redacted] Tracking Number: [redacted] indicates the package was
delivered on [redacted] for order# [redacted].
hipping
& Handling
$
As
of [redacted]: A STORE Credit was issued for the amount of $[redacted] by our automated system due to non response.
As of
[redacted]: TOTAL AVAILABLE IN STORE CREDIT:
$[redacted]As of
[redacted]: All out of stock items
added up to $[redacted]. Please note an additional BONUS credit of $9.99 in
shipping was added to the in store credit as a courtesy
[redacted] The customer never contacted us to
inform us that she did NOT want the in store credit, and proceeded to use her
in store credit on the 2 orders below.
2nd Order # [redacted]
Placed on [redacted]
Reflects the following:
Item
Color
Qty
Sku
Status
Price
Total
Payment
Method:
STORE
CREDIT
SubTotal
$
Shipping & Handling:
$
Tax Total
$0.00
Store
Credit
-$
Amount
Billed:
$0.00
As
of [redacted]: $[redacted] in store credit was used on order # [redacted].
We did not require any credit card
information for this order
As
of [redacted] Tracking Number: [redacted] indicates the package
was delivered on [redacted].
As of
[redacted]: Remaining Available STORE CREDIT: $141.14.
[redacted]The client did not return any
selections from this order
[redacted]The client made no contact
regarding this order or the status of their store credit. [redacted]The client has never informed us
that they received an incorrect item, the invoice for this order
indicates all selections were in stock as Spurst.com no longer permits back
orders.
3rd Order # [redacted]
Placed on [redacted]Reflects
the following:
Item
Color
Qty
Sku
Status
Price
Total
Payment
Method(s):
STORE
CREDIT
SubTotal
Shipping & Handling:
$ ( $10
handling, $9.99 shipping)
Tax Total:
$
Store
Credit:
- $
Amount
Billed:
$
As of [redacted]: Available STORE CREDIT balance: $0.00 $[redacted] was billed to
card ending in [redacted].
As of [redacted]: Please note, 9 out of 10 selections were processed for
shipping on this order via [redacted] Tracking Number: [redacted]
As of [redacted]: The following Seasonal Drop-Ship Halloween Costume item was
listed as PENDING:
Handling:
$
As of [redacted]: the following disclaimer was posted for this Seasonal
Halloween Costume selection on our website,
"
Due to the location of this warehouse, a $10 shipping and handling fee will
be added on to the order even if the order is qualified for free shipping.
Please allow 7 - 10 business days for delivery. "
As
of [redacted]: The warehouse charged with shipping this Seasonal Drop-Ship
item [[redacted] Size:
Large] contacted Spurst to inform us that the item was no
longer available.
As of [redacted]: A Spurst.com Sales representative attempted to reach the
client at the following # on file, [redacted]. There was no response, and a
voice message was left as confirmation.
As of [redacted]: Ticket # [redacted] was created and the following message
was sent to the email on file: [redacted]"Hello
[redacted],I regret to inform you that the following item
has gone out of stock at the last minute on the size selected . "[redacted]"You are more than welcome to select one of the
following options. 1. Cancel discontinued item for an exchange of
equal or lesser value2. Cancel discontinued items and receive
Spurst.com store credit for the value of the items plus an additional 20%
bonus.3. Cancel discontinued items and obtain a
refund in the same form that payment was made. Please let us know which of these options
would best suit your needs. Should you have any questions regarding your
order, status, etc., you can reply back to this email or reach my in the
office Monday - Friday from 9 a.m. - 6 p.m. Central Standard.Regards Spurst.comCustomer Service"As of [redacted]: Ticket
# [redacted] was closed due to non
response.
As of [redacted] Tracking # [redacted]
indicated the rest of the order was delivered on [redacted]The client did not return any
selections from this order
As of [redacted]: Spurst.com no longer offered the Seasonal Drop-Ship
Halloween Costumes and a Customer Service Representative proceeded to
attempt to request a REFUND for the un-shipped item due to non-response
in the amount of $[redacted] Size: Large]
Please
note that this amount requested was incorrect, for which we apologize as it
did not include the $10 handling fee for this item.
The CORRECT value of the unavailable item: [[redacted] Size: Large] on order # [redacted] is: $[redacted]
This
amount includes $[redacted] for [] + $8.27 tax + 10.00 Handling
Unfortunately, the Customer service representative who requested the refund
of $[redacted] on [redacted] was not aware that the system could not process a
refund greater than $[redacted] on this order. In other words, our system can only
process a refund for the amount paid with credit card which was $[redacted].
Because the order was partially paid for using store credit, and the
remaining amount due was paid for using the credit card she provided, the
reimbursement was not processed.
Refunds typically post back onto the credit
card on file within up to 3-5 business days, once a refund is requested there
is typically no further action needed to be taken by the customer service
representative. Unfortunately, our customer service team was never aware that
the customer’s refund was left pending past the 5 business day time frame,
and due to an internal error within our system, the non- refunded item went
un-noticed until the client reached out to us in [redacted] of [redacted].
As of [redacted] contacted Spurst.com and spoke with a
customer service representative. She expressed her dissatisfaction with 1st
Order # [redacted] placed on [redacted] in which only
1 selection was in stock, as well as her dissatisfaction with the 3rd
Order # [redacted] Placed on [redacted] because the
Halloween costume never arrived, and she was extremely disappointed.
The
Customer Service representative then offered a courtesy refund of an
additional ship fee in the amount of $9.99, in addition to the refund due for
unavailable Seasonal item [[redacted] Size: Large] (despite
the fact that Spurst.com had already issued a bonus store credit of $9.99 on
[redacted] ).
The Customer Service Representative proceeded to request the refund
of $[redacted] + $9.99 courtesy.
The Total refund of $[redacted] was divided into 2 parts as follows:
As of [redacted]: $[redacted] requested on 3rd Order # placed on [redacted] Credit Card on file
ending in [redacted]
As of [redacted]: $[redacted] requested
on 1st Order # [redacted] Placed on [redacted] Credit Card
on file ending in [redacted]
As of [redacted] once again contacted Spurst.com to inform
us that the remaining $[redacted] had not posted to the card on file. She has
confirmed that the amount of $[redacted] which was requested on 3rd Order # placed on [redacted] has been credited
back to her Credit Card on file ending in [redacted]
She was
understandably very upset, and stated that she never authorized a charge of
$[redacted] in the first place. The customer service representative she spoke to
informed her that Spurst.com cannot charge a credit card unless it is
authorized, and explained that the reason she was charged $[redacted] on her
order, was because she has exhausted the pre-existing store credit, and
provided credit card information to pay for the difference herself.
Unfortunately, due to the length of time which had passed between the
original charge on [redacted] and the refund requested on [redacted] ( 12
months ) it became ap[redacted] that a system error prevented Spurst.com from
issuing a refund directly to the credit card on file for the remaining
$[redacted]. During this time, the customer was asked to remain on hold
while we clarify the matter with the only other representative who had previously
discussed the order history with the client. Our phone lines have an
automated time-out, and although the customer was accidentally disconnected
while on hold, the spurst.com customer service representative immediately
called the client back until the matter was clarified.
As of
[redacted]: The client has provided a NEW email address, and a confirmation
email was sent to the following NEW email: [redacted]. The information provided above has
also been given to customer via phone and E-mail, and we hope that having a
complete record will reduce any confusion. It is possible that due to the
length of time during which these orders took place, the customer may not
recall having used store credit for 2 orders. Although client wishes to be
refunded $[redacted] , Spurst only owes client the amount of $[redacted].
As of [redacted]:
Spurst.com has agreed to issue a check for the remaining refund due in the
amount of $[redacted]. This check will be arriving within 5-7 business days
from that date.
We truly
apologize for any confusion and inconvenience all this has caused, and would
like to reassure the client that she will be receiving the amount of $[redacted]
in the form of a check made payable to her. We would like to remind the
client that we appreciate their business, and hope that this information will
bring clarity to their dispute.
Hello,
We apologize for the inconvenience and the unsatisfactory service that you may have experienced. We are shipping all in stock items within the next 24 hours via FedEx. The tracking number is [redacted] There are still 2 remaining backorder items on your...
order. We have ordered those two items from the vendor and are awaiting shipping. We expect the vendors to ship the items within 2 weeks but that does not always happen. They may ship the items in the following shipment or even after that. That is the reason we cannot give specific dates that backorder items will be restocked and shipped out. We are going to inquire about your specific items and try to get a date from the vendor. Once we receive that information, we will relay it to you. Again we apologize for the inconvenience that you have experienced.
Regards,
Spurst.com
Customer Service
Hello,
We have shipped both the Free Panties and the Free Hosiery via USPS. The tracking number is [redacted]. It is expected to be delivered on 4/7/14.
Regards,
Spurst.com
Customer Service