Initial Business Response / [redacted] (1000, 5, 2014/10/22) */ October 22, [redacted] [redacted] We are in receipt of your e-mail, dated October 14, 2014, regarding [redacted] complaint Our records show we received an order for box of single style checks in the "Dragonflies" check design, box/flat of Extra Deposit Slips, and box/flat of Matching Address Labels from [redacted] at the above addressThe cost of [redacted] order is itemized as follows: Checks $ Service & Handling Fee [redacted] $ (*Required = $per # of boxes) Deposit Slips $ Dragonflies Address Labels $ TOTAL $ The above order was placed via the Internet, and it appears [redacted] overlooked the *Required Service and Handling FeeThis fee is first indicated on the "Chose Your Shipping Method" page, and the pricing of the checks, deposit slips, address labels, and service & handling fees are also itemized on the "Review" page prior to "submitting" the orderWe assure you we charged [redacted] credit card the correct price for her order In addition, [redacted] s order was immediately transmitted to our check printer upon receiving credit approval, and was in the process of printing when she contacted us requesting to cancel the orderIf [redacted] is not completely satisfied with her order she can return it for a complete refund 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, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] replies that I "overlooked" the handling feesI paid extremely close attention to the final price never having seen any "handling fees"My price never changed until AFTER the card had been chargedIn my opinion these fees are snuck into the charge and by not being able to cancel makes it fraudulent to me I made an honest effort to cancel that dayTheir number said their offices were closed for Columbus dayNot too closed to send checks to the printer, thoughWhen I called at exactly 8:am the next morning to cancel I was told I could notABSOLUTELY NO OFFER was made to refund my money at that timeI was told I could notperiod Now after contacting the Revdex.com they want me to send back checks I didn't want in the first place that have my financial information on them to "who knows where?" for a full refundThey will refund for Revdex.com, but not the customerDoes this seem fishy to anyone else? If I have to eat these charges, I'll chalk it up to a lesson learnedBut, I can assure you it's the last money they scam from meI only do business with companies that work with me and don't sneak charges in - charges that are HALF THE COST of the products!!!! Final Business Response / [redacted] (4000, 9, 2014/11/04) */ October 22, [redacted] We are in receipt of your e-mail, dated October 27, 2014, regarding [redacted] rebuttal comments While she is certainly entitled to her opinion regarding the service and handling fee, the attached disputes [redacted] belief that the fee was "snuck in" after she submitted her orderThe attachment is a "sample" order I placed on-line similar to the order placed by [redacted] , and a copy of each screen throughout the check-out process The "sample" shows the same checks, address labels, and deposit slips ordered by [redacted] , as well as the options she chose throughout the ordering processAs you can clearly see on Page of the check-out process, I chose the same "Standard" shipping that [redacted] choseNotice the two areas that are circled; immediately under "Choose Your Delivery Options" is "Service and Handling" which shows $In the lower right corner is where I chose the "Standard" option and where it clearly states "+ applicable service & handling." If these two areas are "missed" there are two more occasions where the "service and handling fee" are demonstrated as you can see on Page and of the attachment, thereby disputing her claims that the fee was not there during check-outThe attachments are factual and cannot be reasonably disputedTherefore, [redacted] is not due any refunds as she was billed correctly If [redacted] has any further information or questions regarding this matter, or if she needs return instructions for "all" of the checks, we must ask that she contact us directly at the number belowAs we have demonstrated that there was no "fraud" involved, we feel this case should be closed by your organization 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] Attached is the attachment that was supposed to accompany our response to [redacted] rebuttal Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/07) */ October 7, [redacted] RE: [redacted] [redacted] Case [redacted] Account [redacted] Dear [redacted] We are in receipt of your e-mail, dated September 30, 2014, regarding [redacted] complaint Our records show we received a reservation order for the entire "Nightmare Before Christmas Black Light Village Collection via the Internet on December 3, Shipments were to be made to [redacted] address above and billed to her credit card upon shipment The first issue, "Jack Skellington's House" was shipped on December 5, We were contacted by [redacted] stating she had not received the shipment as of December 23, Tracking results indicated the shipment was undeliverable and was on its way back to us In the interest of good client relations, we replaced the shipment before receipt of the return, but due to the lateness of the date, we were unable to send the replacement until December 31, Our records further indicate that [redacted] requested her subscription to the collection be canceled, and is the reason no further shipments were made This information was e-mailed to [redacted] last Wednesday, October 1, At that time, we advised her that the collection was still available for purchase if she wished to continue with itOn October 4, 2014, via return e-mail, [redacted] indicated she wished to continue with the subscription beginning with the third issue, "The Town Hall", and have it shipped directly to the gift recipientShipment should be made by the end of the week, and once that shipment is paid in full, subsequent shipments will be sent accordingly If [redacted] needs further assistance, she can contact Customer Service at [redacted] ; our hours are 7:a.mto 7:p.m., Monday through FridayFor the best service we encourage our customers to call Tuesday through Friday between 7:a.mto 10:a.mand 3:p.mto 7:p.m(CT) 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 Business Response / [redacted] (1000, 8, 2014/12/30) */ December 30, [redacted] [redacted] We are in receipt of your e-mail, dated December 19, 2014, regarding [redacted] complaint Our records show [redacted] placed an order on-line for the "Sophia" doll on November 30, 2014, and it was shipped to her on December 2ndIt should be noted that [redacted] was an existing customer, and although she updated her billing address at the time she placed her order there was also a shipping address that had previously been added to her account in This address was never removed from the account, nor was it updated, and therefore, the doll was shipped to the shipping address of record However, [redacted] contacted our Customer Service department and our representative processed the return of the doll for a refund [redacted] credit card has already been refunded for her initial payment of $as of December 24, 2014, and the matter has been settled If [redacted] has any further questions regarding this matter she should contact Customer Service at [redacted] For the best service we encourage her to call Tuesday thru Friday, between 8:00am to 10:00am and 4:00pm to 7:00pm (CT) 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 Business Response /* (1000, 8, 2015/03/24) */
March 24,
***
***
***
We are in receipt of your e-mail, dated March 12, 2015, regarding *** complaint
Our records show that *** order for the "Sacred Circle of Love" Porcelain Doll was canceled, and the refund she would have received was applied to her account for a previous shipment of "She Walks in Beauty: Autumn Reflections" Porcelain DollIt is standard procedure to apply potential refunds to past due balances on customer accounts as a courtesy, and is in their best interest
Additionally, contrary to her belief, our Credit Department approved her for extended credit based on her previous good credit history with usThat said, we will be happy to work with *** in reaching an amicable resolution, and invite her to contact us directlyShe can contact me personally to discuss her account; my contact information can be found below
Thank you for bringing this matter to our attention
Sincerely,
***
Initial Business Response /* (1000, 5, 2015/04/21) */
April 21,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated April 17, 2015, regarding *** complaint
Our records show that we received an order, in *** name, at the above address, for one pair of "Broncos Velcro SlSneakers" - size His original order was received on July 30, 2014, and at that time we expected to fulfill his order within weeks
Unfortunately, we have been experiencing unexpected extreme delays in production due to unforeseen circumstancesWe assure you and *** that we are working diligently to resolve the issues, and hope to begin shipping merchandise this summer
As a result, we feel it's in *** best interest that we cancel the order at this timeWe assure you, as soon as we receive a reliable ETA, we will notify *** and extend to him the offer previously agreed upon
If *** has any questions or concerns, he can contact me directly at the number belowAgain, we apologize for the delay, and appreciate his patience
Thank you for bringing this matter to our attention
Sincerely,
***
***
***
Initial Business Response /* (1000, 5, 2015/01/29) */
January 29,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated January 23, 2014, regarding *** complaint
We wish to sincerely apologize to*** for the inconvenience his recent experience with our Customer Service department may have caused
Please be assured we have settled his account, and are in the process of notifying the collection agency to remove his account from any and all collection attemptsBecause the agency prepares notices in advance it is possible he may receive or more letters, but these should be ignored
Again, we sincerely apologize for the inconvenience experienced by***, and appreciate his patronageIf he should have any further questions or concerns, he can contact me directly at the number below
Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future
***
Initial Business Response /* (1000, 5, 2015/03/04) */
March 4,
***
***
We are in receipt of your e-mail, dated February 25, 2015, regarding *** complaint
We are sorry but we have no record of an account in the name of ***, nor have we received a request for checks from him
But, what we can tell you is that the Law requires us to demand specific documentation pertaining to the purchase of bank checksThis applies to "all" orders, but especially for check requests on "Representative Payee" accounts, or accounts with a "Power of Attorney (POA)" for a disabled or incapacitated personWithout the required documentation we are forbidden, by Law, to process and/or print check orders, and we will never deviate from these Rules and Regulations under any circumstance
That said, since *** is not a customer, and does not have an account with us, we are considering this matter closed
***
Initial Business Response /* (1000, 5, 2015/04/10) */
April 10,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated April 2, 2015, regarding *** complaint
We sincerely apologize for the confusion that may have resulted, and how *** interpreted the information given to her, but our review of the recorded conversations with our representatives and supervisors indicate there was miscommunication on both sides concerning the way payments were applied
That said, I will try to recap our records in order to clearly show *** that she has been refunded $of the $that she paid for the four train cars in the "Thomas Kinkade Christmas Express Train Collection." The remaining $will not be refunded until she returns the first two shipments in the collection, which includes the Locomotive and the Coach Car
Additionally, the aforementioned refund consisted of an $overpayment due to our error in "not" applying it to one of the trains she ordered; and $for the return of the "Caboose" from the same collectionAs stated above, once we receive the returns of the first two train cars and a refund is issued, *** will have received the full amount of $
Below is an itemization of ***'s payment history for this collection showing where they were applied, and refunds issued so far
Payments - Product - Date Returned - Refund Issued
$ - Express Locomotive-
$- Express Locomotive - - $80.01(ovrpymnt)
$- Express Caboose-7/4/14- $
- Express Coach Car & Track- _______ ________
$$
Again, we apologize for the confusion, but as you can see above, *** has been refunded all she is entitled to at this momentBut, once she returns the Locomotive and the Coach Car she will be refunded the remaining balance of her paymentsIf she has any questions regarding this matter she can contact me directly at the number below
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,
***
***
***
Initial Business Response /* (1000, 5, 2015/01/15) */
January 15,
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated January 15, 2015, regarding *** complaint
Our records show we received an order for the "Green Bay Packers Slot Car & Track Set" and "The New York Yankees Heel Bag" via the Internet on December 12, According to the order she submitted, her credit card would be billed upon shipment
*** order was immediately processed upon receipt since she requested Express Shipping, and both products were released to our shipper on the same dayOur records show by the time we were contacted to cancel the order, *** was notified they had already been shipped
Additionally, we were contacted on December 28th stating she received an incorrect shipment in place of the Slot Car SetHowever, nowhere in her e-mail did *** indicate that she did not want a replacement, nor that she wanted to return the Yankee Heel BagTherefore, our Customer Service representative sent her an e-mail explaining how to return the incorrect shipment, and advised her that we processed a replacement of the correct product for immediate shipment
Shortly after shipment was made of the replacement, our e-mail team received her request to cancel any further shipments*** was contacted by return e-mail and advised that shipment of the replacement had already been made
***, as you know returns are accepted within the warranty period and should be returned in the original packaging along with the accompanying materials to our Returns Center using the postage paid return labels that are included in all of our shipmentsIf one is missing we will be happy to send one to *** upon her request, and respectfully request that she contact us directly at*** our hours are 7:a.mto 6:p.m., Monday through Friday
Please know that upon receipt of the returns a refund would normally be issued to *** credit cardHowever, since she indicated she filed a "dispute" with her credit card company we must advise her that it could result in a 'double' refund, in which case she would owe The Bradford Exchange for the "extra" refund
Therefore, we respectfully request that she contact her credit card company to reverse the dispute, and allow the return process to be completed, and her credit card to be refunded accordingly
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
none is true I asked to cancel and then on 01/told them I DID NOT WANT A REPLACEMENT and they shipped it after thatI have their email
and I asked for a return label on 12/
WHICH ARE NOT IN THEIR boxes, instead of a return label they shipped me another item I never asked for
your company is a nightmare to deal with!!!!!!!!
and your merchandise is junk
SEND ME A RETURN LABEL!!!!!!
and stop lying by sayings its in the boxes
and it is not
now I will file a complaint with the ***
Final Business Response /* (4000, 9, 2015/01/21) */
January 21,
***
***
***
***
***
Dear ***:
We are in receipt of your e-mail, dated January 16, 2015, regarding *** rebuttal comments
We assure you all of the information contained in our previous response is truthful, and is based on our system of electronic records of her order, e-mails (both hers and ours), and the notes left on her account regarding all communications between *** and Customer ServiceOur records are indisputable as they are all kept electronically, according to date and time, and cannot be altered in any way
Our records also show *** requested return information on the "wrong" product she received and was given instructions on how to return itHowever, we will be happy to send her two more postage paid return labels even thought they are included with every shipment inside a clear or opaque envelope with the Certificate of AuthenticityOur postage paid return labels are addressed to "Parcel Select RTN SVC/SMARTPOST/RETURNS, and may have been overlooked by ***The additional ones we are sending her should be received within business days
Again, if *** has any further concerns, comments, or requests we urge her to contact Customer Service directly at the number previously providedWe are considering this matter closed with the Revdex.com as we feel it is not a matter requiring your intervention, as we are eager to resolve this matter for ***
***
Initial Business Response /* (1000, 5, 2014/11/21) */
November 21,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated November 17, 2014, regarding ***'s complaint
Unfortunately, when *** first sent us documentation to prove she paid for the "Granddaughter, I Love You Music Box" she sent the incorrect documentsOur records show we received the documents with a letter in September and responded by sending her a request for the front and back of the "cashed check." This request was sent to her on September 11,
***'s next communication was on September 12th asking if we were able to research her paymentThe agent advised her that we had not yet received the copy of the front and back of her checkShe was given a new e-mail address to send the documents, but nothing was received
*** contacted us again on November 14th, and was advised we still had not received the previously requested documentationShe was given the fax number and name of the customer service representative to whom she should send a copy of the front and back of her cashed check
Upon receiving the documentation on November 17th we immediately researched our records, found our error, and properly credited ***'s accountWe attempted to contact her by phone, but unfortunately we had an incorrect phone numberWe wish to assure you and *** that our records now reflect that her account is paid in fullWe apologize for any inconvenience this may have caused, and appreciate ***'s patience
In accordance with her request ***'s account has been coded to prohibit further mailingsPlease note that since a majority of our mailings are prepared in advance for future release she may still receive some of our ads for the next 20-business days
Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future
***
***
***
Initial Business Response /* (1000, 5, 2014/12/23) */
December 23,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated Friday, December 19, 2014, regarding *** complaint
Immediately upon viewing the complaint, I called*** and offered our sincerest apology for the situationUnbeknownst to the agent she spoke to*** orders are not delayed, but are given top priority as if the order was placed directly with usIn addition, our agent's offer to place a new order with upgraded shipping was done with the best intentions, and with the customer's satisfaction in mind
During our conversation, I confirmed with *** that she received both shipments, and informed her that I would be processing the latter shipment (the more expensive one) as returned for refund before the fact, in the interest of good client relationsShe should notice a refund to her credit card for the full amount of $within 24-hoursShe should also be receiving a postage paid return label very shortly, and has been given special instructions on returning the duplicate shipment
Again, we sincerely apologize for the inconvenience she experienced and appreciate her patronage*** was advised to call me directly if she has any further concerns, and I 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,
***
***
***
Initial Business Response /* (1000, 5, 2014/11/25) */
November 25,
***
***
***
***
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***
We are in receipt of your e-mail, dated November 18, 2014, regarding*** complaint
Our records show that we received an order via the Internet for four (4) boxes of checks in the "Frozen" check designThroughout the entire ordering process, our website requests that all of the ordering and account information be verified before completion of the order
Because we request that our clients verify all account information prior to submitting orders, we do not normally arrange for a rerun of the checks due to an error in the information they have providedHowever, in this case *** is correct because Illinois Law requires us to verify and retain original documentation on Check orders for Illinois residentsAnd, we should have caught her error and corrected it prior to processing her order
Therefore, we have arranged for her check order to be reprinted, and she should expect to receive them within - business daysPlease keep in mind the Thanksgiving holiday, and allow additional time for deliveryWe apologize for any inconvenience this may have caused
Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future
***
***
***
Initial Business Response /* (1000, 5, 2014/10/22) */
October 22, 2014
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated October 13, 2014, regarding [redacted]'s complaint.
We were very sorry to disappoint [redacted] but we had been experiencing significant ongoing delays in shipping his order of the "USMC Men's Spinning Ring," due to production difficulties. For this reason, we have been sending [redacted] periodic notifications of the delay, and reminding him of his right to cancel the order, if the delay was inconvenient.
Because we place high priority on customer satisfaction, we want to make sure we are able to ship merchandise that our customers will be proud to own. Although we are not at liberty to discuss the specifics of the delay, we can tell you that shipping product less than perfect is not an option for us.
At this time we are pleased to tell you that we have secured a ring for [redacted] and it was shipped yesterday via overnight shipping. The tracking number is [redacted] and results show it is out for delivery by 8:00pm today, October 22, 2014.
If [redacted] needs further assistance, or has additional concerns, he can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/01/05) */
December 31, 2014
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated December 24, 2014, regarding [redacted]s complaint.
We respectfully disagree with [redacted]s version of the events that took place concerning his order. Our records show he ordered the "Wicked Witch of the West Music Box", via the Internet, on November 18, 2014 and provided his credit card information to be billed upon shipment.
In accordance with his request, just before preparing his order for shipment we submitted a request to his credit card company for authorization to charge him for the order. His credit card company would "not" authorize the charge. We submitted several requests within a 2 week period, and all of them were denied by his credit card company.
In accordance with our policy, the order converted to invoicing and [redacted] was notified that his order required pre-payment. We were contacted by [redacted] in mid-December and he was informed of the situation. Our records show our representative acted in a professional manner throughout a very difficult conversation with [redacted].
We assure you at no time was [redacted] charged for the unshipped order, as stated above his credit card company denied us authorization to charge his card. Therefore, his request for a refund is denied. Additionally, it is very likely that his order would have been shipped expeditiously had his credit card company not denied the charge, as the product was in stock at the time.
Our records further show that [redacted] placed a 2nd order for the same product on-line and it will be shipped upon receipt of our allotment, providing his credit card company authorizes payment. In the meantime, the "duplicate" order was canceled.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
Initial Business Response /* (1000, 5, 2014/11/26) */
November 26, 2014
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated November 21, 2014, regarding [redacted] complaint.
Our records show [redacted] placed an order via the Internet for 2 boxes of Bradford Exchange Checks in the "Gingham Style" check design on October 13, 2014. The order was to be shipped to him at the above address and charged to his credit card upon shipment. [redacted] chose Standard shipping which is a "non-trackable" shipping method as stated on our website.
Our records show that his order was shipped as requested to the above address on October 23, 2014, and he should have expected delivery between October 29 and November 3. We were contacted by [redacted] on November 21 stating he had not received his order, and he was advised that since he did not choose an upgraded shipping method we could not "trace" the shipment. But, we also advised him that we would be happy to order a replacement, and our agent immediately processed the request.
However, our records show the shipment was returned to us marked "Insufficient Address" by the U.S. Postal Service on November 24, 2014. Pending an address confirmation, the replacement was put on hold. However, since receiving [redacted] complaint we have canceled the replacement order and he should expect a refund to his credit card within 24 hours. Please note that because of the Holiday tomorrow and Friday, the credit may not show up until the "next business day."
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
Initial Business Response /* (1000, 5, 2014/10/15) */
October 15, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[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 $19.97 "each," for a total of $39.95* "per issue"...(The asterisk (*) is explained on the bottom portion of the order form and instructs the buyer to add $8.99 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 pictured. It is also very clear that "each"
shipment (totem) is available in two
installments of $19.97 plus shipping and
services. The total issue price for "each"
shipment is $39.95 plus $8.99, or $48.94.
We assure you and [redacted] that he is being billed correctly, and according to the advertisement he responded to. Our records show Customer Service has explained all of the above to [redacted] recently, and even sent him a copy of the advertisement. Our previous offer to cover the cost of his recent shipment still stands only if he wishes to continue. However, he will be expected to pay for the remaining three issues in the collection. If 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 /* (1000, 5, 2015/01/23) */
January 21, 2015
[redacted]
[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, 2015. 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, 2015 to the address above. [redacted] should expect to receive this shipment within 10 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 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage him to call Tuesday through Friday between 8:00 am to 10:00 am, and 2:00 pm to 5:00 pm (CT).
[redacted]
Initial Business Response /* (1000, 5, 2014/12/31) */
December 31, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[redacted]
[redacted]
We are in receipt of your e-mail, dated December 22, 2014, regarding [redacted] complaint.
We wish to extend our sincerest apology to [redacted] for any inconvenience this experience may have caused. Unfortunately, unbeknownst to the Customer Service agent who assisted her, the " heart charm" could've been replaced without having to replace the entire music box which is currently on back order.
Because [redacted] is a valued client, and in the interest of providing good client relations, we are going to send her the heart charm engraved with the name [redacted] which she should receive within 10 business days. Due to the holiday please allow a few extra days for the charm to arrive.
In addition, we have canceled the order for the replacement so [redacted] will not receive duplicate shipments. Again, we sincerely apologize for the inconvenience she experienced and appreciate her patronage & patience. Please instruct [redacted] to call me directly if she needs further assistance. My contact number can be found below.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/01/15) */
January 15, 2015
[redacted]
[redacted]...
[redacted]
We are in receipt of your e-mail, dated Wednesday, January 7, 2015, regarding [redacted] complaint.
Our records show we received an order 2 boxes of Bradford Exchange Checks in the "Footprints in the Sand" check design, via the [redacted] on December 2, 2014. The order was processed according to the order we received and shipped to [redacted] on December 8, 2014.
Our records further show [redacted] contacted customer service on December 23, 2014 stating there were extra numbers on the micro-line on the bottom of her checks. Our customer service representative informed her we would pull the original order and review it before any refunds or reruns could be done. [redacted] was advised that she would be contacted after the order was reviewed.
On January 5, 2015 we found that the order that was printed matched the order we received, and tried to contact [redacted] to let her know that we could not rerun her check order, but we would re-order new checks at the initial pricing. [redacted] was not there and a message was left for her to contact us.
We were contacted by [redacted] on January 8, 2015, only now stating that the micro-line numbers were correct, but were "run together" too closely and her bank would not accept them. At this time [redacted] reiterated her request for a refund, and it was requested accordingly. She should expect a refund check within 10 business days.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
Initial Business Response /* (1000, 8, 2015/02/17) */
February 17, 2015
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated February 6, 2015, regarding[redacted] complaint.
We wish to apologize for the delay in responding to[redacted] complaint, but after extensive research we are unable to locate an account for her at the above address. Therefore, we request that[redacted] contact us directly to provide additional information to assist us in locating her order.
[redacted] as you know we have a very generous warranty on all of our products and if[redacted] is not completely satisfied with her ring she can return it for a full refund within 120-days, no questions asked. We even provide a postage paid return label in every shipment, but if one is missing we will be happy to send one upon request.
[redacted] can contact our Customer Service department to provide the additional information, and for further assistance. Our toll free number is [redacted] for the best service we suggest calling between the hours of 7:00am to 10:00am and 3:00pm to 6:00pm (CT) Tuesday thru Friday.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/22) */ October 22, [redacted] [redacted] We are in receipt of your e-mail, dated October 14, 2014, regarding [redacted] complaint Our records show we received an order for box of single style checks in the "Dragonflies" check design, box/flat of Extra Deposit Slips, and box/flat of Matching Address Labels from [redacted] at the above addressThe cost of [redacted] order is itemized as follows: Checks $ Service & Handling Fee [redacted] $ (*Required = $per # of boxes) Deposit Slips $ Dragonflies Address Labels $ TOTAL $ The above order was placed via the Internet, and it appears [redacted] overlooked the *Required Service and Handling FeeThis fee is first indicated on the "Chose Your Shipping Method" page, and the pricing of the checks, deposit slips, address labels, and service & handling fees are also itemized on the "Review" page prior to "submitting" the orderWe assure you we charged [redacted] credit card the correct price for her order In addition, [redacted] s order was immediately transmitted to our check printer upon receiving credit approval, and was in the process of printing when she contacted us requesting to cancel the orderIf [redacted] is not completely satisfied with her order she can return it for a complete refund 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, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] replies that I "overlooked" the handling feesI paid extremely close attention to the final price never having seen any "handling fees"My price never changed until AFTER the card had been chargedIn my opinion these fees are snuck into the charge and by not being able to cancel makes it fraudulent to me I made an honest effort to cancel that dayTheir number said their offices were closed for Columbus dayNot too closed to send checks to the printer, thoughWhen I called at exactly 8:am the next morning to cancel I was told I could notABSOLUTELY NO OFFER was made to refund my money at that timeI was told I could notperiod Now after contacting the Revdex.com they want me to send back checks I didn't want in the first place that have my financial information on them to "who knows where?" for a full refundThey will refund for Revdex.com, but not the customerDoes this seem fishy to anyone else? If I have to eat these charges, I'll chalk it up to a lesson learnedBut, I can assure you it's the last money they scam from meI only do business with companies that work with me and don't sneak charges in - charges that are HALF THE COST of the products!!!! Final Business Response / [redacted] (4000, 9, 2014/11/04) */ October 22, [redacted] We are in receipt of your e-mail, dated October 27, 2014, regarding [redacted] rebuttal comments While she is certainly entitled to her opinion regarding the service and handling fee, the attached disputes [redacted] belief that the fee was "snuck in" after she submitted her orderThe attachment is a "sample" order I placed on-line similar to the order placed by [redacted] , and a copy of each screen throughout the check-out process The "sample" shows the same checks, address labels, and deposit slips ordered by [redacted] , as well as the options she chose throughout the ordering processAs you can clearly see on Page of the check-out process, I chose the same "Standard" shipping that [redacted] choseNotice the two areas that are circled; immediately under "Choose Your Delivery Options" is "Service and Handling" which shows $In the lower right corner is where I chose the "Standard" option and where it clearly states "+ applicable service & handling." If these two areas are "missed" there are two more occasions where the "service and handling fee" are demonstrated as you can see on Page and of the attachment, thereby disputing her claims that the fee was not there during check-outThe attachments are factual and cannot be reasonably disputedTherefore, [redacted] is not due any refunds as she was billed correctly If [redacted] has any further information or questions regarding this matter, or if she needs return instructions for "all" of the checks, we must ask that she contact us directly at the number belowAs we have demonstrated that there was no "fraud" involved, we feel this case should be closed by your organization 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] Attached is the attachment that was supposed to accompany our response to [redacted] rebuttal Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/07) */ October 7, [redacted] RE: [redacted] [redacted] Case [redacted] Account [redacted] Dear [redacted] We are in receipt of your e-mail, dated September 30, 2014, regarding [redacted] complaint Our records show we received a reservation order for the entire "Nightmare Before Christmas Black Light Village Collection via the Internet on December 3, Shipments were to be made to [redacted] address above and billed to her credit card upon shipment The first issue, "Jack Skellington's House" was shipped on December 5, We were contacted by [redacted] stating she had not received the shipment as of December 23, Tracking results indicated the shipment was undeliverable and was on its way back to us In the interest of good client relations, we replaced the shipment before receipt of the return, but due to the lateness of the date, we were unable to send the replacement until December 31, Our records further indicate that [redacted] requested her subscription to the collection be canceled, and is the reason no further shipments were made This information was e-mailed to [redacted] last Wednesday, October 1, At that time, we advised her that the collection was still available for purchase if she wished to continue with itOn October 4, 2014, via return e-mail, [redacted] indicated she wished to continue with the subscription beginning with the third issue, "The Town Hall", and have it shipped directly to the gift recipientShipment should be made by the end of the week, and once that shipment is paid in full, subsequent shipments will be sent accordingly If [redacted] needs further assistance, she can contact Customer Service at [redacted] ; our hours are 7:a.mto 7:p.m., Monday through FridayFor the best service we encourage our customers to call Tuesday through Friday between 7:a.mto 10:a.mand 3:p.mto 7:p.m(CT) 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 Business Response / [redacted] (1000, 8, 2014/12/30) */ December 30, [redacted] [redacted] We are in receipt of your e-mail, dated December 19, 2014, regarding [redacted] complaint Our records show [redacted] placed an order on-line for the "Sophia" doll on November 30, 2014, and it was shipped to her on December 2ndIt should be noted that [redacted] was an existing customer, and although she updated her billing address at the time she placed her order there was also a shipping address that had previously been added to her account in This address was never removed from the account, nor was it updated, and therefore, the doll was shipped to the shipping address of record However, [redacted] contacted our Customer Service department and our representative processed the return of the doll for a refund [redacted] credit card has already been refunded for her initial payment of $as of December 24, 2014, and the matter has been settled If [redacted] has any further questions regarding this matter she should contact Customer Service at [redacted] For the best service we encourage her to call Tuesday thru Friday, between 8:00am to 10:00am and 4:00pm to 7:00pm (CT) 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 Business Response /* (1000, 8, 2015/03/24) */
March 24,
***
***
***
We are in receipt of your e-mail, dated March 12, 2015, regarding *** complaint
Our records show that *** order for the "Sacred Circle of Love" Porcelain Doll was canceled, and the refund she would have received was applied to her account for a previous shipment of "She Walks in Beauty: Autumn Reflections" Porcelain DollIt is standard procedure to apply potential refunds to past due balances on customer accounts as a courtesy, and is in their best interest
Additionally, contrary to her belief, our Credit Department approved her for extended credit based on her previous good credit history with usThat said, we will be happy to work with *** in reaching an amicable resolution, and invite her to contact us directlyShe can contact me personally to discuss her account; my contact information can be found below
Thank you for bringing this matter to our attention
Sincerely,
***
Initial Business Response /* (1000, 5, 2015/04/21) */
April 21,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated April 17, 2015, regarding *** complaint
Our records show that we received an order, in *** name, at the above address, for one pair of "Broncos Velcro SlSneakers" - size His original order was received on July 30, 2014, and at that time we expected to fulfill his order within weeks
Unfortunately, we have been experiencing unexpected extreme delays in production due to unforeseen circumstancesWe assure you and *** that we are working diligently to resolve the issues, and hope to begin shipping merchandise this summer
As a result, we feel it's in *** best interest that we cancel the order at this timeWe assure you, as soon as we receive a reliable ETA, we will notify *** and extend to him the offer previously agreed upon
If *** has any questions or concerns, he can contact me directly at the number belowAgain, we apologize for the delay, and appreciate his patience
Thank you for bringing this matter to our attention
Sincerely,
***
***
***
Initial Business Response /* (1000, 5, 2015/01/29) */
January 29,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated January 23, 2014, regarding *** complaint
We wish to sincerely apologize to*** for the inconvenience his recent experience with our Customer Service department may have caused
Please be assured we have settled his account, and are in the process of notifying the collection agency to remove his account from any and all collection attemptsBecause the agency prepares notices in advance it is possible he may receive or more letters, but these should be ignored
Again, we sincerely apologize for the inconvenience experienced by***, and appreciate his patronageIf he should have any further questions or concerns, he can contact me directly at the number below
Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future
***
Initial Business Response /* (1000, 5, 2015/03/04) */
March 4,
***
***
We are in receipt of your e-mail, dated February 25, 2015, regarding *** complaint
We are sorry but we have no record of an account in the name of ***, nor have we received a request for checks from him
But, what we can tell you is that the Law requires us to demand specific documentation pertaining to the purchase of bank checksThis applies to "all" orders, but especially for check requests on "Representative Payee" accounts, or accounts with a "Power of Attorney (POA)" for a disabled or incapacitated personWithout the required documentation we are forbidden, by Law, to process and/or print check orders, and we will never deviate from these Rules and Regulations under any circumstance
That said, since *** is not a customer, and does not have an account with us, we are considering this matter closed
***
Initial Business Response /* (1000, 5, 2015/04/10) */
April 10,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated April 2, 2015, regarding *** complaint
We sincerely apologize for the confusion that may have resulted, and how *** interpreted the information given to her, but our review of the recorded conversations with our representatives and supervisors indicate there was miscommunication on both sides concerning the way payments were applied
That said, I will try to recap our records in order to clearly show *** that she has been refunded $of the $that she paid for the four train cars in the "Thomas Kinkade Christmas Express Train Collection." The remaining $will not be refunded until she returns the first two shipments in the collection, which includes the Locomotive and the Coach Car
Additionally, the aforementioned refund consisted of an $overpayment due to our error in "not" applying it to one of the trains she ordered; and $for the return of the "Caboose" from the same collectionAs stated above, once we receive the returns of the first two train cars and a refund is issued, *** will have received the full amount of $
Below is an itemization of ***'s payment history for this collection showing where they were applied, and refunds issued so far
Payments - Product - Date Returned - Refund Issued
$ - Express Locomotive-
$- Express Locomotive - - $80.01(ovrpymnt)
$- Express Caboose-7/4/14- $
- Express Coach Car & Track- _______ ________
$$
Again, we apologize for the confusion, but as you can see above, *** has been refunded all she is entitled to at this momentBut, once she returns the Locomotive and the Coach Car she will be refunded the remaining balance of her paymentsIf she has any questions regarding this matter she can contact me directly at the number below
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,
***
***
***
Initial Business Response /* (1000, 5, 2015/01/15) */
January 15,
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated January 15, 2015, regarding *** complaint
Our records show we received an order for the "Green Bay Packers Slot Car & Track Set" and "The New York Yankees Heel Bag" via the Internet on December 12, According to the order she submitted, her credit card would be billed upon shipment
*** order was immediately processed upon receipt since she requested Express Shipping, and both products were released to our shipper on the same dayOur records show by the time we were contacted to cancel the order, *** was notified they had already been shipped
Additionally, we were contacted on December 28th stating she received an incorrect shipment in place of the Slot Car SetHowever, nowhere in her e-mail did *** indicate that she did not want a replacement, nor that she wanted to return the Yankee Heel BagTherefore, our Customer Service representative sent her an e-mail explaining how to return the incorrect shipment, and advised her that we processed a replacement of the correct product for immediate shipment
Shortly after shipment was made of the replacement, our e-mail team received her request to cancel any further shipments*** was contacted by return e-mail and advised that shipment of the replacement had already been made
***, as you know returns are accepted within the warranty period and should be returned in the original packaging along with the accompanying materials to our Returns Center using the postage paid return labels that are included in all of our shipmentsIf one is missing we will be happy to send one to *** upon her request, and respectfully request that she contact us directly at*** our hours are 7:a.mto 6:p.m., Monday through Friday
Please know that upon receipt of the returns a refund would normally be issued to *** credit cardHowever, since she indicated she filed a "dispute" with her credit card company we must advise her that it could result in a 'double' refund, in which case she would owe The Bradford Exchange for the "extra" refund
Therefore, we respectfully request that she contact her credit card company to reverse the dispute, and allow the return process to be completed, and her credit card to be refunded accordingly
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
none is true I asked to cancel and then on 01/told them I DID NOT WANT A REPLACEMENT and they shipped it after thatI have their email
and I asked for a return label on 12/
WHICH ARE NOT IN THEIR boxes, instead of a return label they shipped me another item I never asked for
your company is a nightmare to deal with!!!!!!!!
and your merchandise is junk
SEND ME A RETURN LABEL!!!!!!
and stop lying by sayings its in the boxes
and it is not
now I will file a complaint with the ***
Final Business Response /* (4000, 9, 2015/01/21) */
January 21,
***
***
***
***
***
Dear ***:
We are in receipt of your e-mail, dated January 16, 2015, regarding *** rebuttal comments
We assure you all of the information contained in our previous response is truthful, and is based on our system of electronic records of her order, e-mails (both hers and ours), and the notes left on her account regarding all communications between *** and Customer ServiceOur records are indisputable as they are all kept electronically, according to date and time, and cannot be altered in any way
Our records also show *** requested return information on the "wrong" product she received and was given instructions on how to return itHowever, we will be happy to send her two more postage paid return labels even thought they are included with every shipment inside a clear or opaque envelope with the Certificate of AuthenticityOur postage paid return labels are addressed to "Parcel Select RTN SVC/SMARTPOST/RETURNS, and may have been overlooked by ***The additional ones we are sending her should be received within business days
Again, if *** has any further concerns, comments, or requests we urge her to contact Customer Service directly at the number previously providedWe are considering this matter closed with the Revdex.com as we feel it is not a matter requiring your intervention, as we are eager to resolve this matter for ***
***
Initial Business Response /* (1000, 5, 2014/11/21) */
November 21,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated November 17, 2014, regarding ***'s complaint
Unfortunately, when *** first sent us documentation to prove she paid for the "Granddaughter, I Love You Music Box" she sent the incorrect documentsOur records show we received the documents with a letter in September and responded by sending her a request for the front and back of the "cashed check." This request was sent to her on September 11,
***'s next communication was on September 12th asking if we were able to research her paymentThe agent advised her that we had not yet received the copy of the front and back of her checkShe was given a new e-mail address to send the documents, but nothing was received
*** contacted us again on November 14th, and was advised we still had not received the previously requested documentationShe was given the fax number and name of the customer service representative to whom she should send a copy of the front and back of her cashed check
Upon receiving the documentation on November 17th we immediately researched our records, found our error, and properly credited ***'s accountWe attempted to contact her by phone, but unfortunately we had an incorrect phone numberWe wish to assure you and *** that our records now reflect that her account is paid in fullWe apologize for any inconvenience this may have caused, and appreciate ***'s patience
In accordance with her request ***'s account has been coded to prohibit further mailingsPlease note that since a majority of our mailings are prepared in advance for future release she may still receive some of our ads for the next 20-business days
Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future
***
***
***
Initial Business Response /* (1000, 5, 2014/12/23) */
December 23,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated Friday, December 19, 2014, regarding *** complaint
Immediately upon viewing the complaint, I called*** and offered our sincerest apology for the situationUnbeknownst to the agent she spoke to*** orders are not delayed, but are given top priority as if the order was placed directly with usIn addition, our agent's offer to place a new order with upgraded shipping was done with the best intentions, and with the customer's satisfaction in mind
During our conversation, I confirmed with *** that she received both shipments, and informed her that I would be processing the latter shipment (the more expensive one) as returned for refund before the fact, in the interest of good client relationsShe should notice a refund to her credit card for the full amount of $within 24-hoursShe should also be receiving a postage paid return label very shortly, and has been given special instructions on returning the duplicate shipment
Again, we sincerely apologize for the inconvenience she experienced and appreciate her patronage*** was advised to call me directly if she has any further concerns, and I 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,
***
***
***
Initial Business Response /* (1000, 5, 2014/11/25) */
November 25,
***
***
***
***
***
***
***
***
***
***
***
***
We are in receipt of your e-mail, dated November 18, 2014, regarding*** complaint
Our records show that we received an order via the Internet for four (4) boxes of checks in the "Frozen" check designThroughout the entire ordering process, our website requests that all of the ordering and account information be verified before completion of the order
Because we request that our clients verify all account information prior to submitting orders, we do not normally arrange for a rerun of the checks due to an error in the information they have providedHowever, in this case *** is correct because Illinois Law requires us to verify and retain original documentation on Check orders for Illinois residentsAnd, we should have caught her error and corrected it prior to processing her order
Therefore, we have arranged for her check order to be reprinted, and she should expect to receive them within - business daysPlease keep in mind the Thanksgiving holiday, and allow additional time for deliveryWe apologize for any inconvenience this may have caused
Thank you for bringing this matter to our attentionPlease do not hesitate to contact us if we may be of service in the future
***
***
***
Initial Business Response /* (1000, 5, 2014/10/22) */
October 22, 2014
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated October 13, 2014, regarding [redacted]'s complaint.
We were very sorry to disappoint [redacted] but we had been experiencing significant ongoing delays in shipping his order of the "USMC Men's Spinning Ring," due to production difficulties. For this reason, we have been sending [redacted] periodic notifications of the delay, and reminding him of his right to cancel the order, if the delay was inconvenient.
Because we place high priority on customer satisfaction, we want to make sure we are able to ship merchandise that our customers will be proud to own. Although we are not at liberty to discuss the specifics of the delay, we can tell you that shipping product less than perfect is not an option for us.
At this time we are pleased to tell you that we have secured a ring for [redacted] and it was shipped yesterday via overnight shipping. The tracking number is [redacted] and results show it is out for delivery by 8:00pm today, October 22, 2014.
If [redacted] needs further assistance, or has additional concerns, he can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/01/05) */
December 31, 2014
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated December 24, 2014, regarding [redacted]s complaint.
We respectfully disagree with [redacted]s version of the events that took place concerning his order. Our records show he ordered the "Wicked Witch of the West Music Box", via the Internet, on November 18, 2014 and provided his credit card information to be billed upon shipment.
In accordance with his request, just before preparing his order for shipment we submitted a request to his credit card company for authorization to charge him for the order. His credit card company would "not" authorize the charge. We submitted several requests within a 2 week period, and all of them were denied by his credit card company.
In accordance with our policy, the order converted to invoicing and [redacted] was notified that his order required pre-payment. We were contacted by [redacted] in mid-December and he was informed of the situation. Our records show our representative acted in a professional manner throughout a very difficult conversation with [redacted].
We assure you at no time was [redacted] charged for the unshipped order, as stated above his credit card company denied us authorization to charge his card. Therefore, his request for a refund is denied. Additionally, it is very likely that his order would have been shipped expeditiously had his credit card company not denied the charge, as the product was in stock at the time.
Our records further show that [redacted] placed a 2nd order for the same product on-line and it will be shipped upon receipt of our allotment, providing his credit card company authorizes payment. In the meantime, the "duplicate" order was canceled.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
Initial Business Response /* (1000, 5, 2014/11/26) */
November 26, 2014
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated November 21, 2014, regarding [redacted] complaint.
Our records show [redacted] placed an order via the Internet for 2 boxes of Bradford Exchange Checks in the "Gingham Style" check design on October 13, 2014. The order was to be shipped to him at the above address and charged to his credit card upon shipment. [redacted] chose Standard shipping which is a "non-trackable" shipping method as stated on our website.
Our records show that his order was shipped as requested to the above address on October 23, 2014, and he should have expected delivery between October 29 and November 3. We were contacted by [redacted] on November 21 stating he had not received his order, and he was advised that since he did not choose an upgraded shipping method we could not "trace" the shipment. But, we also advised him that we would be happy to order a replacement, and our agent immediately processed the request.
However, our records show the shipment was returned to us marked "Insufficient Address" by the U.S. Postal Service on November 24, 2014. Pending an address confirmation, the replacement was put on hold. However, since receiving [redacted] complaint we have canceled the replacement order and he should expect a refund to his credit card within 24 hours. Please note that because of the Holiday tomorrow and Friday, the credit may not show up until the "next business day."
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
Initial Business Response /* (1000, 5, 2014/10/15) */
October 15, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[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 $19.97 "each," for a total of $39.95* "per issue"...(The asterisk (*) is explained on the bottom portion of the order form and instructs the buyer to add $8.99 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 pictured. It is also very clear that "each"
shipment (totem) is available in two
installments of $19.97 plus shipping and
services. The total issue price for "each"
shipment is $39.95 plus $8.99, or $48.94.
We assure you and [redacted] that he is being billed correctly, and according to the advertisement he responded to. Our records show Customer Service has explained all of the above to [redacted] recently, and even sent him a copy of the advertisement. Our previous offer to cover the cost of his recent shipment still stands only if he wishes to continue. However, he will be expected to pay for the remaining three issues in the collection. If 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 /* (1000, 5, 2015/01/23) */
January 21, 2015
[redacted]
[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, 2015. 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, 2015 to the address above. [redacted] should expect to receive this shipment within 10 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 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage him to call Tuesday through Friday between 8:00 am to 10:00 am, and 2:00 pm to 5:00 pm (CT).
[redacted]
Initial Business Response /* (1000, 5, 2014/12/31) */
December 31, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[redacted]
[redacted]
We are in receipt of your e-mail, dated December 22, 2014, regarding [redacted] complaint.
We wish to extend our sincerest apology to [redacted] for any inconvenience this experience may have caused. Unfortunately, unbeknownst to the Customer Service agent who assisted her, the " heart charm" could've been replaced without having to replace the entire music box which is currently on back order.
Because [redacted] is a valued client, and in the interest of providing good client relations, we are going to send her the heart charm engraved with the name [redacted] which she should receive within 10 business days. Due to the holiday please allow a few extra days for the charm to arrive.
In addition, we have canceled the order for the replacement so [redacted] will not receive duplicate shipments. Again, we sincerely apologize for the inconvenience she experienced and appreciate her patronage & patience. Please instruct [redacted] to call me directly if she needs further assistance. My contact number can be found below.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/01/15) */
January 15, 2015
[redacted]
[redacted]...
[redacted]
We are in receipt of your e-mail, dated Wednesday, January 7, 2015, regarding [redacted] complaint.
Our records show we received an order 2 boxes of Bradford Exchange Checks in the "Footprints in the Sand" check design, via the [redacted] on December 2, 2014. The order was processed according to the order we received and shipped to [redacted] on December 8, 2014.
Our records further show [redacted] contacted customer service on December 23, 2014 stating there were extra numbers on the micro-line on the bottom of her checks. Our customer service representative informed her we would pull the original order and review it before any refunds or reruns could be done. [redacted] was advised that she would be contacted after the order was reviewed.
On January 5, 2015 we found that the order that was printed matched the order we received, and tried to contact [redacted] to let her know that we could not rerun her check order, but we would re-order new checks at the initial pricing. [redacted] was not there and a message was left for her to contact us.
We were contacted by [redacted] on January 8, 2015, only now stating that the micro-line numbers were correct, but were "run together" too closely and her bank would not accept them. At this time [redacted] reiterated her request for a refund, and it was requested accordingly. She should expect a refund check within 10 business days.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
[redacted]
Initial Business Response /* (1000, 8, 2015/02/17) */
February 17, 2015
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated February 6, 2015, regarding[redacted] complaint.
We wish to apologize for the delay in responding to[redacted] complaint, but after extensive research we are unable to locate an account for her at the above address. Therefore, we request that[redacted] contact us directly to provide additional information to assist us in locating her order.
[redacted] as you know we have a very generous warranty on all of our products and if[redacted] is not completely satisfied with her ring she can return it for a full refund within 120-days, no questions asked. We even provide a postage paid return label in every shipment, but if one is missing we will be happy to send one upon request.
[redacted] can contact our Customer Service department to provide the additional information, and for further assistance. Our toll free number is [redacted] for the best service we suggest calling between the hours of 7:00am to 10:00am and 3:00pm to 6:00pm (CT) Tuesday thru Friday.
Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]