Initial Business Response / [redacted] (1000, 5, 2015/03/16) */ March 16, [redacted] [redacted] We are in receipt of your e-mail, dated March 9, 2015, regarding [redacted] 's complaint Our records indicate that [redacted] placed a phone order for boxes of checks in the "Lena Liu's Butterfly Gardens" check design on March 6, Even though it was too soon for her order to be "visible" in our system, check orders are transmitted directly to our check printer and are immediately approved for processing once credit card authorization is obtainedFor this reason we could not cancel her order Additionally, after reviewing the recorded conversation between [redacted] and our Customer Service agent, we found that [redacted] was quoted the cost of EZ Shield Check Protection, Secure Ship Trackable Shipping, and the required processing fees for her orderAnd, although she questioned the pricing she did not appear to object to it, and approved the order However, in the interest of good client relations we have refunded her for the cost of the EZ Shield Check Protection and Secure Ship for a total credit of $The Processing Fee of $per box of checks, and the $fee for Phone orders will not be refunded as those are standard on all phone orders We trust this resolves the issueThank you for bringing it to our attentionPlease do not hesitate to contact us if we may be of service in the future Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/29) */ January 29, [redacted] We are in receipt of your e-mail, dated January 26, 2015, regarding [redacted] complaint Our records show we received an order via the Internet for boxes of duplicate checks in the "Disney's Frozen" check design, on January 8, While the "approximate" delivery date of January 24, was indicated in [redacted] confirmation, this date is the "soonest" that delivery could "possibly" be made, and was not a "guaranteed" delivery date Allowing 5-business days for printing [redacted] order, the shipping method she chose, as outlined on our website, stipulates delivery within 12-business daysTherefore, the latest her order could be delivered is February the 2nd assuming it takes the full business days for deliveryPlease keep in mind this is an "estimated" delivery time frame, and most orders do arrive within 10-days of shipmentHowever, had [redacted] wanted or needed delivery sooner, there were other options available to her including In-Plant Rush, or Secure Trackable Shipping Because the shipping option she chose does not allow for tracking, we must allow additional time before we can consider the order lostWe assure you and [redacted] that if she does not receive her order by February 2nd we will issue a refund in fullIn the meantime, if she should receive the order and does not wish to keep it, she can refuse delivery or return it to us, and upon receipt we will request a refund If [redacted] has any further concerns or questions, she should contact us at [redacted] Our Customer Service agents will be happy to assist her Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/10) */ The response by the business is poor at bestIt shows total disregard to its customersThere business site does not state anything about time to print the checksOnly delivery timeThey have total disregard for their customers by not at least allowing their customers to see when an item was shippedBy removing this ability it leaves it customers completely in the dark with no way to get hold of a live person to check on the status of an orderThe number they gave as customer support is not useful their is no live people to answer questionsThis company is a fraudThey have taken my money sent nothing and only offer a refund if the item is returnedHow can I return something that was never sentThis company should be shut downBy large number of complaints against this company that I found on line it is obvious that they committing fraud and there is no business Final Business Response / [redacted] (4000, 14, 2015/02/18) */ February 18, [redacted] We are in receipt of your e-mail, dated February 10, 2015, regarding [redacted] rebuttal comments While [redacted] is certainly entitled to her opinions, we respectfully disagree with her assumptionsInformation pertaining to the expected delivery time frame being dependent on credit approval, and "time allowed for printing" check orders, is stipulated in online confirmations as well as e-mail confirmations In addition, shipping status "can" be checked on-line from our websiteAccess to this information, and instructions, can be found under the "Order Status" link found at the top of our webpage to the rightThis link is "always" there, and is never "removed." The toll-free number provided to our customers in our confirmations "is" an active number, and there "are" Customer Service agents availableAs with all major companies there are "prompts" to follow in order to reach the correct department Again, if [redacted] has any further concerns or questions, she should contact us directly at [redacted] , as our Customer Service agents are standing by and will be happy to assist herWe assure you if she has not received her order by now a replacement can be sent, or a refund issuedBut she must contact Customer Service at the number above We wish to thank you for bringing this matter to our attention, and respectfully request that you close the complaintWe have irrefutable evidence that this is not a case of "fraud" and have demonstrated our willingness to resolve this issue directly with our client Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ January 21, [redacted] [redacted] We are in receipt of your e-mail, dated January 15, 2015, regarding [redacted] 's complaint [redacted] , our records show we had already processed a rerun of [redacted] 's check order per his request on January 12, Before replacing this order we requested confirmation of his address because his original order never arrived at the address he provided [redacted] confirmed his address, and also requested the new order be rerun with different check numbers, so he could notify his bank to watch for the lost shipment of checks Our records indicate the replacement checks were shipped on January 16, to the address above [redacted] should expect to receive this shipment within business days from the date shipment was made If he has any further questions or concerns, he should contact Customer Service at XXX-XXX-XXXX; our hours are 7:a.mto 6:p.m., Monday through FridayFor the best service we encourage him to call Tuesday through Friday between 8:am to 10:am, and 2:pm to 5:pm (CT) [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/15) */ October 15, [redacted] [redacted] We are in receipt of your e-mail, dated October 7, 2014, regarding [redacted] complaint We respectfully disagree with [redacted] conclusion that our advertisement for the "Mystic Spirits Collection" misrepresented the "collection" as being sold as one "unit." We have attached a copy of the advertisement [redacted] responded to, and have highlighted the areas of significance As you can see by the copy, our advertisement is a little more than the size of a large Post Card, but still contains the basic information regarding price and shipments The ad begins: "Summon the Power of the Wolf with the MYSTIC SPIRITS COLLECTION." - This statement alone clearly indicates that what is pictured in the ad is a "collection" and one can reasonably infer that it is comprised of several pieces The ad continues and clarifies the above: "Five unique Native American-style totems join to create the perfect tribute to the powerful spirit of the wolf in the Mystic Spirits Collection......Each totem is hand-crafted and features, hand-applied feathers, wooden beads, and real leather." The ad goes on to state: "Peak demand is expected for these exceptional artifacts, so order now in two interest-free installments of $"each," for a total of $[redacted] "per issue"...(The asterisk (*) is explained on the bottom portion of the order form and instructs the buyer to add $for shipping and services) - These two statements clearly indicate that there are "five" totems in the "collection" that when put together, will create the display that is picturedIt is also very clear that "each" shipment (totem) is available in two installments of $plus shipping and servicesThe total issue price for "each" shipment is $plus $8.99, or $ We assure you and [redacted] that he is being billed correctly, and according to the advertisement he responded toOur records show Customer Service has explained all of the above to [redacted] recently, and even sent him a copy of the advertisementOur previous offer to cover the cost of his recent shipment still stands only if he wishes to continueHowever, he will be expected to pay for the remaining three issues in the collectionIf he wishes to accept this offer, he must contact Customer Service We are sorry for any confusion that may have resulted, but we believe our advertisement is very clear when it is read in full Sincerely, [redacted] Client Services
Initial Business Response / [redacted] (1000, 5, 2015/03/16) */ March 16, [redacted] [redacted] We are in receipt of your e-mail, dated March 9, 2015, regarding [redacted] 's complaint Our records indicate that [redacted] placed a phone order for boxes of checks in the "Lena Liu's Butterfly Gardens" check design on March 6, Even though it was too soon for her order to be "visible" in our system, check orders are transmitted directly to our check printer and are immediately approved for processing once credit card authorization is obtainedFor this reason we could not cancel her order Additionally, after reviewing the recorded conversation between [redacted] and our Customer Service agent, we found that [redacted] was quoted the cost of EZ Shield Check Protection, Secure Ship Trackable Shipping, and the required processing fees for her orderAnd, although she questioned the pricing she did not appear to object to it, and approved the order However, in the interest of good client relations we have refunded her for the cost of the EZ Shield Check Protection and Secure Ship for a total credit of $The Processing Fee of $per box of checks, and the $fee for Phone orders will not be refunded as those are standard on all phone orders We trust this resolves the issueThank you for bringing it to our attentionPlease do not hesitate to contact us if we may be of service in the future Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/29) */ January 29, [redacted] We are in receipt of your e-mail, dated January 26, 2015, regarding [redacted] complaint Our records show we received an order via the Internet for boxes of duplicate checks in the "Disney's Frozen" check design, on January 8, While the "approximate" delivery date of January 24, was indicated in [redacted] confirmation, this date is the "soonest" that delivery could "possibly" be made, and was not a "guaranteed" delivery date Allowing 5-business days for printing [redacted] order, the shipping method she chose, as outlined on our website, stipulates delivery within 12-business daysTherefore, the latest her order could be delivered is February the 2nd assuming it takes the full business days for deliveryPlease keep in mind this is an "estimated" delivery time frame, and most orders do arrive within 10-days of shipmentHowever, had [redacted] wanted or needed delivery sooner, there were other options available to her including In-Plant Rush, or Secure Trackable Shipping Because the shipping option she chose does not allow for tracking, we must allow additional time before we can consider the order lostWe assure you and [redacted] that if she does not receive her order by February 2nd we will issue a refund in fullIn the meantime, if she should receive the order and does not wish to keep it, she can refuse delivery or return it to us, and upon receipt we will request a refund If [redacted] has any further concerns or questions, she should contact us at [redacted] Our Customer Service agents will be happy to assist her Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/10) */ The response by the business is poor at bestIt shows total disregard to its customersThere business site does not state anything about time to print the checksOnly delivery timeThey have total disregard for their customers by not at least allowing their customers to see when an item was shippedBy removing this ability it leaves it customers completely in the dark with no way to get hold of a live person to check on the status of an orderThe number they gave as customer support is not useful their is no live people to answer questionsThis company is a fraudThey have taken my money sent nothing and only offer a refund if the item is returnedHow can I return something that was never sentThis company should be shut downBy large number of complaints against this company that I found on line it is obvious that they committing fraud and there is no business Final Business Response / [redacted] (4000, 14, 2015/02/18) */ February 18, [redacted] We are in receipt of your e-mail, dated February 10, 2015, regarding [redacted] rebuttal comments While [redacted] is certainly entitled to her opinions, we respectfully disagree with her assumptionsInformation pertaining to the expected delivery time frame being dependent on credit approval, and "time allowed for printing" check orders, is stipulated in online confirmations as well as e-mail confirmations In addition, shipping status "can" be checked on-line from our websiteAccess to this information, and instructions, can be found under the "Order Status" link found at the top of our webpage to the rightThis link is "always" there, and is never "removed." The toll-free number provided to our customers in our confirmations "is" an active number, and there "are" Customer Service agents availableAs with all major companies there are "prompts" to follow in order to reach the correct department Again, if [redacted] has any further concerns or questions, she should contact us directly at [redacted] , as our Customer Service agents are standing by and will be happy to assist herWe assure you if she has not received her order by now a replacement can be sent, or a refund issuedBut she must contact Customer Service at the number above We wish to thank you for bringing this matter to our attention, and respectfully request that you close the complaintWe have irrefutable evidence that this is not a case of "fraud" and have demonstrated our willingness to resolve this issue directly with our client Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ January 21, [redacted] [redacted] We are in receipt of your e-mail, dated January 15, 2015, regarding [redacted] 's complaint [redacted] , our records show we had already processed a rerun of [redacted] 's check order per his request on January 12, Before replacing this order we requested confirmation of his address because his original order never arrived at the address he provided [redacted] confirmed his address, and also requested the new order be rerun with different check numbers, so he could notify his bank to watch for the lost shipment of checks Our records indicate the replacement checks were shipped on January 16, to the address above [redacted] should expect to receive this shipment within business days from the date shipment was made If he has any further questions or concerns, he should contact Customer Service at XXX-XXX-XXXX; our hours are 7:a.mto 6:p.m., Monday through FridayFor the best service we encourage him to call Tuesday through Friday between 8:am to 10:am, and 2:pm to 5:pm (CT) [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/15) */ October 15, [redacted] [redacted] We are in receipt of your e-mail, dated October 7, 2014, regarding [redacted] complaint We respectfully disagree with [redacted] conclusion that our advertisement for the "Mystic Spirits Collection" misrepresented the "collection" as being sold as one "unit." We have attached a copy of the advertisement [redacted] responded to, and have highlighted the areas of significance As you can see by the copy, our advertisement is a little more than the size of a large Post Card, but still contains the basic information regarding price and shipments The ad begins: "Summon the Power of the Wolf with the MYSTIC SPIRITS COLLECTION." - This statement alone clearly indicates that what is pictured in the ad is a "collection" and one can reasonably infer that it is comprised of several pieces The ad continues and clarifies the above: "Five unique Native American-style totems join to create the perfect tribute to the powerful spirit of the wolf in the Mystic Spirits Collection......Each totem is hand-crafted and features, hand-applied feathers, wooden beads, and real leather." The ad goes on to state: "Peak demand is expected for these exceptional artifacts, so order now in two interest-free installments of $"each," for a total of $[redacted] "per issue"...(The asterisk (*) is explained on the bottom portion of the order form and instructs the buyer to add $for shipping and services) - These two statements clearly indicate that there are "five" totems in the "collection" that when put together, will create the display that is picturedIt is also very clear that "each" shipment (totem) is available in two installments of $plus shipping and servicesThe total issue price for "each" shipment is $plus $8.99, or $ We assure you and [redacted] that he is being billed correctly, and according to the advertisement he responded toOur records show Customer Service has explained all of the above to [redacted] recently, and even sent him a copy of the advertisementOur previous offer to cover the cost of his recent shipment still stands only if he wishes to continueHowever, he will be expected to pay for the remaining three issues in the collectionIf he wishes to accept this offer, he must contact Customer Service We are sorry for any confusion that may have resulted, but we believe our advertisement is very clear when it is read in full Sincerely, [redacted] Client Services