Item not shipped within allotted time, inadequate business response, no suggestion of resolution, refund request ignored.
Placed order #XXXXX on 05/08/2018 and paid $54.89
Contacted company by email on 05/15/2018: "Hello! It's been a week since I placed my order and I've received no shipping notification. Could you check on this for me? Thanks! Sent from my iPhone"
Company response on same day: "Hello, Thank you for your message. As mentioned on our website, processing time takes 3-10 business days and delivery takes 2-5 business days. Once processing it's completed you'll be receiving an email with the tracking info. We are sorry it's been taking forever, we hope to send out your item no later than Monday May 21."
Response to company on 05/15/2018: "Hi there,
Thanks so much for your response!! The rings are a gift for my best friend who is flying in on her birthday 5/25; it would mean the world to me if y'all could get them shipped this week!! Thanks!"
Email from stamps.com to me on 05/18/2018 included the following information and alleged that a shipping label had been created.
"Mailing Date: 5/18/2018
Est. Delivery: 3 days
Service: First Class (R)
Signature: Not Required
Tracking: XXXXXXXXXXXXXXXXXXXXXX"
An email from the business on 05/18/2018 alleged that the shipment was "on its way" although the tracking number showed no activity aside from the creation of the shipping label.
By close of business on Monday, May 21, 2018, the tracking number showed no further activity. Emailed the business at 6:30 p.m. including the following correspondence: "Apparently the shipping label was created on Friday, but my order has yet to be received by the post office. Could someone make sure my order is shipped tomorrow? I placed it two weeks ago."
Response from business at 9:44 p.m. on 05/22/2018: "Thank you for your message. We are sorry to hear there haven't been any new updates. We will contact our local USPS to see what happened. "
As of this email from the business late at night on 05/22/2018, 10 business days had elapsed with no shipment activity aside from the creation of the label which still, to date, has not been used.
Emailed the business on 05/22/2018 including the following request: "My order was not shipped within the 3-10 business days as listed on your website. Please advise whether you will be mitigating this by shipping the order expedited tomorrow or refunding the entirety of the order. Please let me know tomorrow morning which of these actions has been completed. I have contacted your customer service before this instance with a 33% success rate."
To date, no response to this email has been received, nor has the tracking number showed any further shipment activity for the order I place sixteen days ago. No acknowledgement was made of my request for expedited shipment OR a refund.
Desired Outcome
1. Ship the order overnight OR issue an immediate and full refund.
2. Provide a phone number for future customer service OR provide more timely email responses.
3. Update business website to reflect realistic shipment estimates AND ship orders within 1 business day of creation of the shipping label.
Customer Response
• May 31, 2018
I informed the business that I filed a complaint and the issue was immediately ratified. I hereby retract my statement. AH
Placed an order on 11/27. Website states processing time 3-10 bus days. On the 12th bus day, 12/13 I emailed to follow-up. As of 12/15 no response.
Placed an order on 11/27, got confirmation via email. Website states processing time 3-10 business days for processing. On the 12th business day, 12/13 I emailed to follow-up and for estimation of shipping date. I then emailed, the same day, requesting the company simply cancel my order and refund my card as I would not receive the item on time since "processing" took more time than the website states. I got no response. I emailed once more, 12/15, to cancel the order and refund my card, and still have heard nothing from the company. This is terrible customer service. If processing times are expected to take longer than what is actually listed on the website, I believe the business should SET THAT EXPECTATION on the website, so that the consumer can make necessary arrangements. Especially considering the holidays, I made sure to consider the FULL*** listed time for processing(10 business) days AND shipping, before I placed my order to ensure it would arrive in time for when it was needed. Now, after receiving no response from the business after almost 72 hours of making an attempt to contact them, I am quite furious and want a full refund. I will make sure I tell everyone I know online to never use this "business", if that's what they call themselves.
Desired Outcome
I would like a full refund to my card, as that would be the least they could do.
Customer Response
per consumer's additional information, the consumer has asked that this complaint be closed
Item ordered on 10/17/17. Full amount debited from my account on 10/17/17. After two delayed emails from the company, item still not received.
Online order was placed on 10/17/17. The entire amount was debited the same day, 10/17/17. On 10/23/17 I received an email from the company stating my account had been marked as "High Risk of Fraud. Before fulfilling it, they would need the correct billing address." I replied on 10/24/17 with the information they needed. In that email I informed them that the item was a gift and was needed timely. On 10/25, I received another email asking "Can you please verify this order is under your name?". This confused me as I responded with my name in the email and my name was listed as the recipient for the item. I also clarified that this was a gift explaining why my name wasn't to be engraved on the jewelry. Nonetheless, I replied on 10/25/17 with another email to clarify I indeed ordered this. On 10/27/17, I received an email stating that I would be sent an email with the tracking number once my package had been sent out. I have yet to receive the item I was charged for on 10/17/17. There is no way to contact the company other than email. They have a zero return policy and no way to cancel an order at any time in the whole process.
Desired Outcome
1. List a phone number on the website that consumers may call and speak with an actual person regarding their order.
2. Allow option to cancel order in cases such as this when there is an unreasonable delay.
3. Respond to consumers in a more timely manner.
4. List realistic time expectation of delivery of product on website. So, that consumers may plan accordingly.
Sunflower Jewels Response
Hello Carrie,
Thank you for your feedback. As mentioned on the description of the product you ordered, this is a pre-order item. Processing and delivery takes longer than our non-pre-orders. We want to make sure our customers take into consideration if an item is pre-order or not before placing their order.
Information regarding shipping, delivery, return policy, contact information is all provided on our website. We want our customers to be well aware of our policies.
Your order was in fact marked as fraudulent by your bank and that's the reason why we had to verify this transaction. We received a reply from you verifying this transaction on October 24th, 2017. That's when we started the processing of your item.
As mentioned in the description this is a pre-order item which may take 5-12 business days for processing and 2-5 business days for delivery. 12 business days from October 24th would be November 8th.
Your order was in fact sent out by November 8th. We met the time frame specified in the description. We always try to provide the best customer service possible. Every email you sent was replied to within 24-48 hours.
Customer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I never got my package, they said they were going to resend it and never did. and then they said they were gonna refund me And they didn't.
Order XXXXX I bought it online on august 16th. I bought a necklace and a rose box. Around $45
Desired Outcome
I want my order delivered and I want the partial refund they said they were going to give me in one of the few emails they actually did answer.
Sunflower Jewels Response
Hello John,
As explained through email your first package had a problem with delivery. You first contacted us regarding this issue in which we responded we'll resend it again free of charge
We sent out your package twice and we also made a total refund for what you had paid, a total of $45.50 back in September 11th. We did not keep any money from you, and we sent out your order twice.
The first package got lost, the second one we believe you rejected because is shown as being sent back to us.
We have a couple emails from you in which we always got back. We never ignored you and we can prove that. All your emails were replied to.
Item not shipped within allotted time, inadequate business response, no suggestion of resolution, refund request ignored.
Placed order #XXXXX on 05/08/2018 and paid $54.89
Contacted company by email on 05/15/2018: "Hello! It's been a week since I placed my order and I've received no shipping notification. Could you check on this for me? Thanks! Sent from my iPhone"
Company response on same day: "Hello, Thank you for your message. As mentioned on our website, processing time takes 3-10 business days and delivery takes 2-5 business days. Once processing it's completed you'll be receiving an email with the tracking info. We are sorry it's been taking forever, we hope to send out your item no later than Monday May 21."
Response to company on 05/15/2018: "Hi there,
Thanks so much for your response!! The rings are a gift for my best friend who is flying in on her birthday 5/25; it would mean the world to me if y'all could get them shipped this week!! Thanks!"
Email from stamps.com to me on 05/18/2018 included the following information and alleged that a shipping label had been created.
"Mailing Date: 5/18/2018
Est. Delivery: 3 days
Service: First Class (R)
Signature: Not Required
Tracking: XXXXXXXXXXXXXXXXXXXXXX"
An email from the business on 05/18/2018 alleged that the shipment was "on its way" although the tracking number showed no activity aside from the creation of the shipping label.
By close of business on Monday, May 21, 2018, the tracking number showed no further activity. Emailed the business at 6:30 p.m. including the following correspondence: "Apparently the shipping label was created on Friday, but my order has yet to be received by the post office. Could someone make sure my order is shipped tomorrow? I placed it two weeks ago."
Response from business at 9:44 p.m. on 05/22/2018: "Thank you for your message. We are sorry to hear there haven't been any new updates. We will contact our local USPS to see what happened. "
As of this email from the business late at night on 05/22/2018, 10 business days had elapsed with no shipment activity aside from the creation of the label which still, to date, has not been used.
Emailed the business on 05/22/2018 including the following request: "My order was not shipped within the 3-10 business days as listed on your website. Please advise whether you will be mitigating this by shipping the order expedited tomorrow or refunding the entirety of the order. Please let me know tomorrow morning which of these actions has been completed. I have contacted your customer service before this instance with a 33% success rate."
To date, no response to this email has been received, nor has the tracking number showed any further shipment activity for the order I place sixteen days ago. No acknowledgement was made of my request for expedited shipment OR a refund.
1. Ship the order overnight OR issue an immediate and full refund. 2. Provide a phone number for future customer service OR provide more timely email responses. 3. Update business website to reflect realistic shipment estimates AND ship orders within 1 business day of creation of the shipping label.
I informed the business that I filed a complaint and the issue was immediately ratified. I hereby retract my statement. AH
Placed an order on 11/27. Website states processing time 3-10 bus days. On the 12th bus day, 12/13 I emailed to follow-up. As of 12/15 no response.
Placed an order on 11/27, got confirmation via email. Website states processing time 3-10 business days for processing. On the 12th business day, 12/13 I emailed to follow-up and for estimation of shipping date. I then emailed, the same day, requesting the company simply cancel my order and refund my card as I would not receive the item on time since "processing" took more time than the website states. I got no response. I emailed once more, 12/15, to cancel the order and refund my card, and still have heard nothing from the company. This is terrible customer service. If processing times are expected to take longer than what is actually listed on the website, I believe the business should SET THAT EXPECTATION on the website, so that the consumer can make necessary arrangements. Especially considering the holidays, I made sure to consider the FULL*** listed time for processing(10 business) days AND shipping, before I placed my order to ensure it would arrive in time for when it was needed. Now, after receiving no response from the business after almost 72 hours of making an attempt to contact them, I am quite furious and want a full refund. I will make sure I tell everyone I know online to never use this "business", if that's what they call themselves.
I would like a full refund to my card, as that would be the least they could do.
per consumer's additional information, the consumer has asked that this complaint be closed
Item ordered on 10/17/17. Full amount debited from my account on 10/17/17. After two delayed emails from the company, item still not received.
Online order was placed on 10/17/17. The entire amount was debited the same day, 10/17/17. On 10/23/17 I received an email from the company stating my account had been marked as "High Risk of Fraud. Before fulfilling it, they would need the correct billing address." I replied on 10/24/17 with the information they needed. In that email I informed them that the item was a gift and was needed timely. On 10/25, I received another email asking "Can you please verify this order is under your name?". This confused me as I responded with my name in the email and my name was listed as the recipient for the item. I also clarified that this was a gift explaining why my name wasn't to be engraved on the jewelry. Nonetheless, I replied on 10/25/17 with another email to clarify I indeed ordered this. On 10/27/17, I received an email stating that I would be sent an email with the tracking number once my package had been sent out. I have yet to receive the item I was charged for on 10/17/17. There is no way to contact the company other than email. They have a zero return policy and no way to cancel an order at any time in the whole process.
1. List a phone number on the website that consumers may call and speak with an actual person regarding their order. 2. Allow option to cancel order in cases such as this when there is an unreasonable delay. 3. Respond to consumers in a more timely manner. 4. List realistic time expectation of delivery of product on website. So, that consumers may plan accordingly.
Hello Carrie,
Thank you for your feedback. As mentioned on the description of the product you ordered, this is a pre-order item. Processing and delivery takes longer than our non-pre-orders. We want to make sure our customers take into consideration if an item is pre-order or not before placing their order.
Information regarding shipping, delivery, return policy, contact information is all provided on our website. We want our customers to be well aware of our policies.
Your order was in fact marked as fraudulent by your bank and that's the reason why we had to verify this transaction. We received a reply from you verifying this transaction on October 24th, 2017. That's when we started the processing of your item.
As mentioned in the description this is a pre-order item which may take 5-12 business days for processing and 2-5 business days for delivery. 12 business days from October 24th would be November 8th.
Your order was in fact sent out by November 8th. We met the time frame specified in the description. We always try to provide the best customer service possible. Every email you sent was replied to within 24-48 hours.
(The consumer indicated he/she ACCEPTED the response from the business.)
I never got my package, they said they were going to resend it and never did. and then they said they were gonna refund me And they didn't.
Order XXXXX I bought it online on august 16th. I bought a necklace and a rose box. Around $45
I want my order delivered and I want the partial refund they said they were going to give me in one of the few emails they actually did answer.
Hello John,
As explained through email your first package had a problem with delivery. You first contacted us regarding this issue in which we responded we'll resend it again free of charge
We sent out your package twice and we also made a total refund for what you had paid, a total of $45.50 back in September 11th. We did not keep any money from you, and we sent out your order twice.
The first package got lost, the second one we believe you rejected because is shown as being sent back to us.
We have a couple emails from you in which we always got back. We never ignored you and we can prove that. All your emails were replied to.