Initial Business Response /* (1000, 5, 2015/03/16) */
March 16, 2015
[redacted]
[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 2 boxes of checks in the "Lena Liu's Butterfly Gardens" check design on March 6, 2015. 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 obtained. For 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 order. And, 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 $20.95. The Processing Fee of $2.95 per box of checks, and the $3.95 fee for Phone orders will not be refunded as those are standard on all phone orders.
We trust this resolves the issue. Thank you for bringing it 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, 5, 2014/10/22) */
October 22, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[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 1 box of single style checks in the "Dragonflies" check design, 1 box/flat of 100 Extra Deposit Slips, and 1 box/flat of Matching Address Labels from [redacted] at the above address. The cost of [redacted] order is itemized as follows:
Checks $7.99
Service & Handling Fee* $8.55
(*Required = $2.95 per # of boxes)
100 Deposit Slips $5.99
Dragonflies Address Labels $7.99
TOTAL $30.82
The above order was placed via the Internet, and it appears [redacted] overlooked the *Required Service and Handling Fee. This 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 order. We 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 order. If [redacted] is not completely satisfied with her order she can return it for a complete refund.
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]
[redacted]
Initial Consumer Rebuttal /* (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 fees. I paid extremely close attention to the final price never having seen any "handling fees". My price never changed until AFTER the card had been charged. In 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 day. Their 800 number said their offices were closed for Columbus day. Not too closed to send checks to the printer, though. When I called at exactly 8:00 am the next morning to cancel I was told I could not. ABSOLUTELY NO OFFER was made to refund my money at that time. I was told I could not. period.
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 refund. They will refund for Revdex.com, but not the customer. Does this seem fishy to anyone else?
If I have to eat these charges, I'll chalk it up to a lesson learned. But, I can assure you it's the last money they scam from me. I 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 /* (4000, 9, 2014/11/04) */
October 22, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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 order. The 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 process. As you can clearly see on Page 9 of the check-out process, I chose the same "Standard" shipping that [redacted] chose. Notice the two areas that are circled; immediately under "Choose Your Delivery Options" is "Service and Handling" which shows $8.85. 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 10 and 11 of the attachment, thereby disputing her claims that the fee was not there during check-out. The attachments are factual and cannot be reasonably disputed. Therefore, [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 below. As 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 attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
[redacted]
[redacted]
Attached is the attachment that was supposed to accompany our response to [redacted] rebuttal.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2014/10/07) */
October 7, 2014
[redacted]
RE:[redacted]
[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, 2013. 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, 2013. We were contacted by [redacted] stating she had not received the shipment as of December 23, 2013. 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, 2013. 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, 2014. At that time, we advised her that the collection was still available for purchase if she wished to continue with it. On 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 recipient. Shipment 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 7:00 a.m. to 7:00 p.m., Monday through Friday. For the best service we encourage our customers to call Tuesday through Friday between 7:00 a.m. to 10:00 a.m. and 3:00 p.m. to 7:00 p.m. (CT).
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, 2014/12/30) */
December 30, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[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 2nd. It 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 2005. 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 $36.48 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 attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2014/10/27) */
October 27, 2014
[redacted]
[redacted].
...
[redacted]
We are in receipt of your e-mail, dated October 17, 2014, regarding [redacted] complaint.
Our records show[redacted] placed an order for the "Couples Knot Personalized Birth Stone Ring" on May 25, 2011. The order was submitted with credit card information via the Internet, and upon credit approval her order was forwarded to the vendor for personalization.
[redacted] order was shipped on June 2, 2011 and could not be canceled according to her e-mailed request on the same day. By return e-mail[redacted] was advised of this, and our records show no other communication was received regarding the order.
Our records show her first installment was charged to her credit card accordingly, but subsequent attempts for the remaining installments were denied by her credit card company, and the order converted to invoicing. Five invoices were sent to[redacted] in July, August, September, and October before turning her account over to the first collection agency on December 31, 2011.
This first collection agency was unsuccessful in obtaining the balance due, so in August of 2013 [redacted] account was turned over to the National Recovery Collection Agency. This agency reports uncollected debts to various credit reporting agencies in an attempt to bring attention to debts that would otherwise be ignored or forgotten.
We assure you we have no record of receiving the return of the "Couples Knot Ring" that[redacted] states she returned. We have no record of her requesting return instructions, or sending her return postage. Therefore, we respectfully request that she contact us directly to provide further information regarding the return so that we may assist her in resolving this issue.
Our toll free number is[redacted]; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage[redacted] to call Tuesday through Friday between 7:00 a.m. to 10:00 a.m. and 4:00 p.m. to 6:00 p.m. (CT). Please note that this matter can only be resolved if she contacts us directly at the number above.
Thank you for bringing this matter to our attention.
Sincerely,
[redacted]
Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, this response is unacceptable. This email response provides no documentation or validation of a debt. I explained that I cancelled this order and returned the package "unopened" via return to sender. Why would this company have any records of my request for return materials when I didn't request any, I just sent the item back "return to sender - package refused." Additionally, of most importance to me is the disregard for FDCPA weaved throughout this response. For example, I have reviewed my credit reports and they are reporting this debt as openened 8/1/2013, this constitues illegal reaging of the alleged debt which is in violation to FDCPA. Addiitionally, the response clearly states that the only way for me to resolve this issue is to call them. This is ridiculous! I have rights under FCRA and FCDPA and I am not required to call anyone to resolved a dispute. This makes it seem as if I will never be able to resolve this matter unless I call them. This is illegal! I will be reporting these violations to the FTC and CSPB immediately, as well as to the Credit Bureaus.
I did not realize my last response was received from the original creditor. I would be happy to contact the original creditor, but I will not consider my matter resolved as the collecation agency NRA, has reported this to my credit bureaus illegally, as well as has reaged this account illegally. I want a formal confirmation that if I work directly with the creditor to resolve this issue, then all derogatory information will be removed from my credit reports. Thank you.
Final Business Response /* (4000, 9, 2014/10/29) */
October 29, 2014
[redacted]
[redacted]
[redacted]
We are in receipt of your e-mail, dated October 27, 2014, regarding [redacted] rebuttal comments.
We wish to advise you that we have personally contacted[redacted] and assured her that we are the original creditor, and we were able to successfully resolve this matter for her. After confirming the manner in which she returned the "Couples Knot Ring", and the approximate date that she returned it, we settled her account and removed the debt.
We advised[redacted] that we will immediately contact National Recovery Agency that the debt has been liquidated, and request that they in turn purge her information from their files, as well as immediately contact any/all Credit Reporting Agencies that the debt was reported to. We also cautioned[redacted] it can take up to 90 days before she notices the removal of the debt from the various Credit Reporting Agencies. For this reason, we have sent her a letter acknowledging all of the above in case she needs it in the interim.
Again, thank you for bringing this matter to our attention.
Sincerely,
[redacted]
Client Services
Initial Business Response /* (1000, 5, 2015/01/29) */
January 29, 2015...
[redacted]
[redacted]
[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 2 boxes of duplicate checks in the "Disney's Frozen" check design, on January 8, 2015. While the "approximate" delivery date of January 24, 2015 was indicated in [redacted] confirmation, this date is the "soonest" that delivery could "possibly" be made, and was not a "guaranteed" delivery date.
Allowing 5-7 business days for printing [redacted] order, the shipping method she chose, as outlined on our website, stipulates delivery within 12-15 business days. Therefore, the latest her order could be delivered is February the 2nd assuming it takes the full 15 business days for delivery. Please keep in mind this is an "estimated" delivery time frame, and most orders do arrive within 10-12 days of shipment. However, 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 lost. We assure you and [redacted] that if she does not receive her order by February 2nd we will issue a refund in full. In 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 attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/02/10) */
The response by the business is poor at best. It shows total disregard to its customers. There business site does not state anything about time to print the checks. Only delivery time. They have total disregard for their customers by not at least allowing their customers to see when an item was shipped. By 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 order. The number they gave as customer support is not useful their is no live people to answer questions. This company is a fraud. They have taken my money sent nothing and only offer a refund if the item is returned. How can I return something that was never sent. This company should be shut down. By 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 /* (4000, 14, 2015/02/18) */
February 18, 2015
[redacted]
[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 assumptions. Information 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 website. Access to this information, and instructions, can be found under the "Order Status" link found at the top of our webpage to the right. This 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 available. As 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 her. We assure you if she has not received her order by now a replacement can be sent, or a refund issued. But 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 complaint. We 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 /* (1000, 5, 2015/04/09) */
April 9, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[redacted]
[redacted]
We are in receipt of your e-mail, dated April 2, 2015, regarding [redacted] complaint.
Our records show that we received an order, in[redacted] name, at the above address, for one "USMC: Legacy of the Corps Library Lamp." At her request, it is scheduled to be charged to her credit card upon shipment.
At the time the lamp was introduced, it was our intent to begin shipping within 6-8 weeks of receiving orders. However, due to extreme production difficulties, notifications of shipping delays have been sent to customers on a regular basis to keep them up to date. And, in accordance with [redacted] guidelines our customers are reminded of their right to cancel the order and receive refunds if the delay is inconvenient.
According to the options she chose, [redacted] order was reinstated after receiving our notices and her order will be shipped as soon as we receive our allotment. The most recent information we received from our marketing team is that we are working very diligently to resolve the production issues, and hope to begin shipping in the Fall.
We are very sorry for the delay, but in our effort to make sure each collectible is manufactured to our specifications of quality and design, some products take longer to produce than others. We want to make sure that the products our customers receive is something that they will be proud to display in their home for many years to come, or gift to others.
As a matter of good client relations, and to show how sorry we are for the delay, we are extending a company credit to [redacted]order, which will adjust the balance charged to her credit card upon shipment. Again, we sincerely apologize and request that if she has any further questions, to please 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]
[redacted]
[redacted]
January 12, 2016 Ms. [redacted] Assistant Manager Direct Retail Services Revdex.com [redacted] RE: [redacted]
[redacted] ...
[redacted] Case # [redacted] Account # [redacted] Dear Ms. [redacted] We are in receipt of your email dated January 11, 2016 regarding Ms. [redacted] complaint. Our records indicate that Ms. [redacted] ordered one box of checks in the “Faith For All Seasons With Verses” design with one of our customer service agents over the phone on 10/19/2015. It is part of the scripting that the agent inform a client that there is a $3.95 fee for ordering over the phone prior to entering the order, however, we regret if the agent did not advise Ms. Rosian. We will compensate her the $3.95 bringing her account balance to $0.00. We only have one order for checks under Ms. [redacted] account, so the other mentions in her complaint are troubling. We are not charging her anything more, nor are we sending invoices. If she has any other questions, we invite her to call us at our toll free number, [redacted] Sincerely, [redacted] Client Services
Initial Business Response /* (1000, 5, 2015/01/08) */
January 8, 2015
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated December 31, 2014, regarding [redacted] complaint.
We wish to inform you that we have no record of an account in [redacted] name at the above address; we have no record of any phone conversations with her, and no record that she ever ordered from us.
The order number she provided is for a client that is not [redacted] and therefore, we will not provide any information relating to it. Please note that we can only discuss order details with the person whose name appears on the account. Therefore, we are considering the matter closed until such time we are contacted by that person.
Thank you for bringing this matter to our attention.
[redacted]
Initial Business Response /* (1000, 5, 2015/02/23) */
February 23,...
2015
[redacted]
We are in receipt of your e-mail, dated February 16, 2015, regarding [redacted] complaint.
In researching [redacted] complaint, we found that he placed an order for "Forever in My Heart" Personalized Couples Ring and "My Family, My Joy" Personalized Bracelet on February 10, 2015, via the Internet. Unfortunately, he placed this order after the February 4th Cut-Off Date for personalized jewelry items and did not qualify for the Valentine's Day Guarantee.
Although there was still time to place orders to arrive by Valentine's Day, this did not include personalized jewelry. Ordering as late as February 11th would have required upgraded shipping to meet the requirements for guaranteed delivery, and products that qualified would have been flagged with the Valentine's Day Guarantee verbiage as well as the "Speedy Truck Logo." Again, this does not include personalized jewelry because these orders require a minimum of 7 days to complete the personalization process. At the time [redacted] placed his order there were only 3 days left until Valentine's Day.
Finally, the email confirmation received by [redacted] stipulated that the order would be received by Valentine's Day "if" his order was placed by the cut-off date. Otherwise, he should expect delivery within 2-3 weeks. Tracking results show his order is scheduled for delivery this afternoon.
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, 5, 2015/01/16) */
January 16, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[redacted]
[redacted]
We are in receipt of your email, dated January 9, 2015, regarding [redacted] complaint.
First, we wish to apologize for the delay in refunding her [redacted] account for the shipment of "Autumn's Golden Glow Table Centerpiece." Because her [redacted] account had already been refunded the cost of upgraded shipping, upon hearing she was not satisfied with her purchase our agent processed a return manually which resulted in our system trying to refund her for the full price, including the shipping fee she was already refunded for.
[redacted] does not allow for additional refunds beyond the original charge amount, and for that reason the refund did not go through. We have since issued a request for the corrected amount of $110.98; this plus the previous refund of $11.95 equal the total amount [redacted] was originally charged, $122.93.
[redacted] should expect to see the credit appear on her [redacted] account within 24-48 hours, and we assure her it will be issued to the correct account. We apologize for the incorrect information she was given by the Customer Service agent regarding the account number to which the refund was going. Our agent misinterpreted the numbers in our system which resulted in the incorrect information.
For her protection, [redacted] account numbers are encrypted and we do not have access to them. The number [redacted] was given was not an actual account number.
Again, we sincerely apologize for all the confusion and the inconvenience it caused for [redacted], and we appreciate her patience.
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, 2015/04/09) */
April 9, 2015
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated March 31, 2015, regarding [redacted] complaint.
Our records show we received a reservation order for the entire "Paw Prints from Heaven" Kitten Figurine Collection via the [redacted] Service, in [redacted] name on September 26, 2014. According to the offer she responded to, the first issue "Cats Leave Paw Prints on our Hearts" would be shipped with an invoice requesting payment. The collection would continue with subsequent shipments upon receiving payment for each of preceding shipments.
We had no way of knowing [redacted] did not want the "collection" and shipments were made accordingly. However, we were contacted by [redacted] shortly after sending the second and third shipments, "Precious Paw Prints from Heaven," and "Furr-Ever in Our Hearts," requesting to cancel but do to errors on our part the fourth issue, "Love Never Furr-Gets," was allowed to ship. In addition, the returns of the third and fourth issues were processed incorrectly as replacements instead of refunds. We have since corrected our error and processed the returns for refunds, and [redacted] has either been refunded or credited for them.
Concerning the first two shipments, we have no record of receiving the return of the second shipment, "Precious Paw Prints from Heaven." However, in the interest of good client relations and since she indicated she returned it, we have canceled the billing and she can ignore the invoice she received dated March 20, 2015. Further, [redacted] still owes us for the first shipment in the collection that was shipped to her in September. Our records show she sent us credit card information for payment on November 6, 2014; however, on January 13, 2015 we receive a Credit Card Chargeback Notice from her bank reversing the payment. According to the information in the notice, [redacted] disputed the charge telling them she did not receive the merchandise.
As of today, the chargeback has not been reversed and [redacted] is still responsible for making payment for this one shipment she confirmed keeping. We request that she utilize the most recent invoice she received, and send us her payment for "Cats Leave Paw Prints on Our Hearts."
We apologize for the errors that occurred with her order, and for any inconvenience this may have caused. If she has any further concerns or questions, she can contact me directly at the number below and I will be happy to assist her further.
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 Consumer Rebuttal /* (3000, 7, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an invoice dated September 26, 2014 saying that I had subscribed to the Blake Jensen Paw Prints from Heaven collection.
What I ordered was "Cats Leave Paw Prints on our Hearts". That was the only one I saw a picture of and had no intention of ordering the entire collection.
It also says you have a 365 day guarantee policy.
And that I can cancel at any time.
So, when I received the second shipment I sent it back, "Return to Sender", but since you had my credit card information, you still billed for each shipment.
All I could see was charges to my credit card on 11-7-14, 11-11-14, and 12-4-14 for $38.98 each.
I see one credit for 38.98 from the Hamilton Collection. I consider that the payment for the one shipment I kept. I never received any refund.
I then called my credit card company and asked what these charges were for. I had only ordered the one shipment. They closed that account and gave me a different account number.
All the month of December, 2014 I tried to contact customer service and could not get through. My bank tried to contact you and could not get through. So, I called back in January, 215 and was told by the CSR that they were understaffed during that period and that's the reason the long hold time. I told him I wanted to cancel these shipments. He promised me I would not received any more shipment and that my account would be cancelled. Why is it if my account was cancelled that I kept receiving shipments from you?
I have been a long time subscriber to the Bradford Exchange and have purchased many fine pieces of merchandise. But if you continue to insist that I owe you money, I will not shop there anymore. Because of all the trouble you have put me through, I believe I deserve a refund or credit of $38.98.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/04/16) */
April 16, 2015
[redacted]
We are in receipt of your e-mail, dated April 14, 2015, regarding [redacted] rebuttal comments.
We sincerely apologize, but as we stated in our previous response, the order form [redacted] mailed to us was a "reservation order form" for the entire "Paw Prints From Heaven" Collection. "Cats Leave Paw Prints on our Hearts" was the first issue in the collection, and even though it was the only one picture, the advertisement specifically stated that "subsequent shipments would be shipped and billed separately."
[redacted], we had no way of knowing [redacted] did not want the "collection" and is the reason shipments were made according to the advertised offer. We also apologize for the errors on our part that allowed additional shipments to be made. As we explained, we have since corrected our error and processed the returns for refunds. [redacted] has already been refunded and/or credited for everything she is entitled to.
To recap our previous response:
** First issue shipped, billed to credit card, client disputed charge, payment was reversed, and invoice mailed...payment is still due.
**Second issue shipped, billed to credit card, client disputed charge, payment was reversed, and invoice mailed...product was returned and billing canceled.
**Third issue shipped, credit card charged, product returned, and credit card refunded...no balance due.
**Fourth issue shipped, but was never billed to credit card; product returned and invoice canceled.
As you can see above, [redacted] issued credit card disputes with her credit card company for two (2) shipments; issue one: "Cats Leave Paw Prints on Our Hearts" and issue two: "Precious Paw Prints From Heaven." The chargeback resulted in a reversal of payment for both products, and invoices were generated for both. As you can see, we have canceled the billing for issue two since she indicated she returned it. But she still owes us for issue one indicated above.
Again, we sincerely apologize for the errors that occurred with her order, and for any inconvenience this may have caused. But, respectfully [redacted] is not due any further refunds, and our error (which has been corrected) does not negate the fact that she owes us for the merchandise we shipped to her. We must insist that she can contact me directly at the number below if she has any further concerns or questions regarding this matter.
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, 5, 2015/03/16) */
March 16, 2015
[redacted]
[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 2 boxes of checks in the "Lena Liu's Butterfly Gardens" check design on March 6, 2015. 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 obtained. For 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 order. And, 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 $20.95. The Processing Fee of $2.95 per box of checks, and the $3.95 fee for Phone orders will not be refunded as those are standard on all phone orders.
We trust this resolves the issue. Thank you for bringing it 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, 5, 2014/10/22) */
October 22, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[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 1 box of single style checks in the "Dragonflies" check design, 1 box/flat of 100 Extra Deposit Slips, and 1 box/flat of Matching Address Labels from [redacted] at the above address. The cost of [redacted] order is itemized as follows:
Checks $7.99
Service & Handling Fee* $8.55
(*Required = $2.95 per # of boxes)
100 Deposit Slips $5.99
Dragonflies Address Labels $7.99
TOTAL $30.82
The above order was placed via the Internet, and it appears [redacted] overlooked the *Required Service and Handling Fee. This 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 order. We 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 order. If [redacted] is not completely satisfied with her order she can return it for a complete refund.
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]
[redacted]
Initial Consumer Rebuttal /* (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 fees. I paid extremely close attention to the final price never having seen any "handling fees". My price never changed until AFTER the card had been charged. In 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 day. Their 800 number said their offices were closed for Columbus day. Not too closed to send checks to the printer, though. When I called at exactly 8:00 am the next morning to cancel I was told I could not. ABSOLUTELY NO OFFER was made to refund my money at that time. I was told I could not. period.
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 refund. They will refund for Revdex.com, but not the customer. Does this seem fishy to anyone else?
If I have to eat these charges, I'll chalk it up to a lesson learned. But, I can assure you it's the last money they scam from me. I 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 /* (4000, 9, 2014/11/04) */
October 22, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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 order. The 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 process. As you can clearly see on Page 9 of the check-out process, I chose the same "Standard" shipping that [redacted] chose. Notice the two areas that are circled; immediately under "Choose Your Delivery Options" is "Service and Handling" which shows $8.85. 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 10 and 11 of the attachment, thereby disputing her claims that the fee was not there during check-out. The attachments are factual and cannot be reasonably disputed. Therefore, [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 below. As 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 attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
[redacted]
[redacted]
Attached is the attachment that was supposed to accompany our response to [redacted] rebuttal.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2014/10/07) */
October 7, 2014
[redacted]
RE:[redacted]
[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, 2013. 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, 2013. We were contacted by [redacted] stating she had not received the shipment as of December 23, 2013. 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, 2013. 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, 2014. At that time, we advised her that the collection was still available for purchase if she wished to continue with it. On 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 recipient. Shipment 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 7:00 a.m. to 7:00 p.m., Monday through Friday. For the best service we encourage our customers to call Tuesday through Friday between 7:00 a.m. to 10:00 a.m. and 3:00 p.m. to 7:00 p.m. (CT).
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, 2014/12/30) */
December 30, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[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 2nd. It 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 2005. 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 $36.48 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 attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2014/10/27) */
October 27, 2014
[redacted]
[redacted].
...
[redacted]
We are in receipt of your e-mail, dated October 17, 2014, regarding [redacted] complaint.
Our records show[redacted] placed an order for the "Couples Knot Personalized Birth Stone Ring" on May 25, 2011. The order was submitted with credit card information via the Internet, and upon credit approval her order was forwarded to the vendor for personalization.
[redacted] order was shipped on June 2, 2011 and could not be canceled according to her e-mailed request on the same day. By return e-mail[redacted] was advised of this, and our records show no other communication was received regarding the order.
Our records show her first installment was charged to her credit card accordingly, but subsequent attempts for the remaining installments were denied by her credit card company, and the order converted to invoicing. Five invoices were sent to[redacted] in July, August, September, and October before turning her account over to the first collection agency on December 31, 2011.
This first collection agency was unsuccessful in obtaining the balance due, so in August of 2013 [redacted] account was turned over to the National Recovery Collection Agency. This agency reports uncollected debts to various credit reporting agencies in an attempt to bring attention to debts that would otherwise be ignored or forgotten.
We assure you we have no record of receiving the return of the "Couples Knot Ring" that[redacted] states she returned. We have no record of her requesting return instructions, or sending her return postage. Therefore, we respectfully request that she contact us directly to provide further information regarding the return so that we may assist her in resolving this issue.
Our toll free number is[redacted]; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage[redacted] to call Tuesday through Friday between 7:00 a.m. to 10:00 a.m. and 4:00 p.m. to 6:00 p.m. (CT). Please note that this matter can only be resolved if she contacts us directly at the number above.
Thank you for bringing this matter to our attention.
Sincerely,
[redacted]
Client Services
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, this response is unacceptable. This email response provides no documentation or validation of a debt. I explained that I cancelled this order and returned the package "unopened" via return to sender. Why would this company have any records of my request for return materials when I didn't request any, I just sent the item back "return to sender - package refused." Additionally, of most importance to me is the disregard for FDCPA weaved throughout this response. For example, I have reviewed my credit reports and they are reporting this debt as openened 8/1/2013, this constitues illegal reaging of the alleged debt which is in violation to FDCPA. Addiitionally, the response clearly states that the only way for me to resolve this issue is to call them. This is ridiculous! I have rights under FCRA and FCDPA and I am not required to call anyone to resolved a dispute. This makes it seem as if I will never be able to resolve this matter unless I call them. This is illegal! I will be reporting these violations to the FTC and CSPB immediately, as well as to the Credit Bureaus.
I did not realize my last response was received from the original creditor. I would be happy to contact the original creditor, but I will not consider my matter resolved as the collecation agency NRA, has reported this to my credit bureaus illegally, as well as has reaged this account illegally. I want a formal confirmation that if I work directly with the creditor to resolve this issue, then all derogatory information will be removed from my credit reports. Thank you.
Final Business Response /* (4000, 9, 2014/10/29) */
October 29, 2014
[redacted]
[redacted]
[redacted]
We are in receipt of your e-mail, dated October 27, 2014, regarding [redacted] rebuttal comments.
We wish to advise you that we have personally contacted[redacted] and assured her that we are the original creditor, and we were able to successfully resolve this matter for her. After confirming the manner in which she returned the "Couples Knot Ring", and the approximate date that she returned it, we settled her account and removed the debt.
We advised[redacted] that we will immediately contact National Recovery Agency that the debt has been liquidated, and request that they in turn purge her information from their files, as well as immediately contact any/all Credit Reporting Agencies that the debt was reported to. We also cautioned[redacted] it can take up to 90 days before she notices the removal of the debt from the various Credit Reporting Agencies. For this reason, we have sent her a letter acknowledging all of the above in case she needs it in the interim.
Again, thank you for bringing this matter to our attention.
Sincerely,
[redacted]
Client Services
Initial Business Response /* (1000, 5, 2015/01/29) */
January 29, 2015...
[redacted]
[redacted]
[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 2 boxes of duplicate checks in the "Disney's Frozen" check design, on January 8, 2015. While the "approximate" delivery date of January 24, 2015 was indicated in [redacted] confirmation, this date is the "soonest" that delivery could "possibly" be made, and was not a "guaranteed" delivery date.
Allowing 5-7 business days for printing [redacted] order, the shipping method she chose, as outlined on our website, stipulates delivery within 12-15 business days. Therefore, the latest her order could be delivered is February the 2nd assuming it takes the full 15 business days for delivery. Please keep in mind this is an "estimated" delivery time frame, and most orders do arrive within 10-12 days of shipment. However, 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 lost. We assure you and [redacted] that if she does not receive her order by February 2nd we will issue a refund in full. In 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 attention. Please do not hesitate to contact us if we may be of service in the future.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/02/10) */
The response by the business is poor at best. It shows total disregard to its customers. There business site does not state anything about time to print the checks. Only delivery time. They have total disregard for their customers by not at least allowing their customers to see when an item was shipped. By 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 order. The number they gave as customer support is not useful their is no live people to answer questions. This company is a fraud. They have taken my money sent nothing and only offer a refund if the item is returned. How can I return something that was never sent. This company should be shut down. By 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 /* (4000, 14, 2015/02/18) */
February 18, 2015
[redacted]
[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 assumptions. Information 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 website. Access to this information, and instructions, can be found under the "Order Status" link found at the top of our webpage to the right. This 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 available. As 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 her. We assure you if she has not received her order by now a replacement can be sent, or a refund issued. But 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 complaint. We 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 /* (1000, 5, 2015/04/09) */
April 9, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[redacted]
[redacted]
We are in receipt of your e-mail, dated April 2, 2015, regarding [redacted] complaint.
Our records show that we received an order, in[redacted] name, at the above address, for one "USMC: Legacy of the Corps Library Lamp." At her request, it is scheduled to be charged to her credit card upon shipment.
At the time the lamp was introduced, it was our intent to begin shipping within 6-8 weeks of receiving orders. However, due to extreme production difficulties, notifications of shipping delays have been sent to customers on a regular basis to keep them up to date. And, in accordance with [redacted] guidelines our customers are reminded of their right to cancel the order and receive refunds if the delay is inconvenient.
According to the options she chose, [redacted] order was reinstated after receiving our notices and her order will be shipped as soon as we receive our allotment. The most recent information we received from our marketing team is that we are working very diligently to resolve the production issues, and hope to begin shipping in the Fall.
We are very sorry for the delay, but in our effort to make sure each collectible is manufactured to our specifications of quality and design, some products take longer to produce than others. We want to make sure that the products our customers receive is something that they will be proud to display in their home for many years to come, or gift to others.
As a matter of good client relations, and to show how sorry we are for the delay, we are extending a company credit to [redacted]order, which will adjust the balance charged to her credit card upon shipment. Again, we sincerely apologize and request that if she has any further questions, to please 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]
[redacted]
[redacted]
January 12, 2016 Ms. [redacted] Assistant Manager Direct Retail Services Revdex.com [redacted] RE: [redacted]
[redacted] ...
[redacted] Case # [redacted] Account # [redacted] Dear Ms. [redacted] We are in receipt of your email dated January 11, 2016 regarding Ms. [redacted] complaint. Our records indicate that Ms. [redacted] ordered one box of checks in the “Faith For All Seasons With Verses” design with one of our customer service agents over the phone on 10/19/2015. It is part of the scripting that the agent inform a client that there is a $3.95 fee for ordering over the phone prior to entering the order, however, we regret if the agent did not advise Ms. Rosian. We will compensate her the $3.95 bringing her account balance to $0.00. We only have one order for checks under Ms. [redacted] account, so the other mentions in her complaint are troubling. We are not charging her anything more, nor are we sending invoices. If she has any other questions, we invite her to call us at our toll free number, [redacted] Sincerely, [redacted] Client Services
Initial Business Response /* (1000, 5, 2015/01/08) */
January 8, 2015
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated December 31, 2014, regarding [redacted] complaint.
We wish to inform you that we have no record of an account in [redacted] name at the above address; we have no record of any phone conversations with her, and no record that she ever ordered from us.
The order number she provided is for a client that is not [redacted] and therefore, we will not provide any information relating to it. Please note that we can only discuss order details with the person whose name appears on the account. Therefore, we are considering the matter closed until such time we are contacted by that person.
Thank you for bringing this matter to our attention.
[redacted]
Initial Business Response /* (1000, 5, 2015/02/23) */
February 23,...
2015
[redacted]
We are in receipt of your e-mail, dated February 16, 2015, regarding [redacted] complaint.
In researching [redacted] complaint, we found that he placed an order for "Forever in My Heart" Personalized Couples Ring and "My Family, My Joy" Personalized Bracelet on February 10, 2015, via the Internet. Unfortunately, he placed this order after the February 4th Cut-Off Date for personalized jewelry items and did not qualify for the Valentine's Day Guarantee.
Although there was still time to place orders to arrive by Valentine's Day, this did not include personalized jewelry. Ordering as late as February 11th would have required upgraded shipping to meet the requirements for guaranteed delivery, and products that qualified would have been flagged with the Valentine's Day Guarantee verbiage as well as the "Speedy Truck Logo." Again, this does not include personalized jewelry because these orders require a minimum of 7 days to complete the personalization process. At the time [redacted] placed his order there were only 3 days left until Valentine's Day.
Finally, the email confirmation received by [redacted] stipulated that the order would be received by Valentine's Day "if" his order was placed by the cut-off date. Otherwise, he should expect delivery within 2-3 weeks. Tracking results show his order is scheduled for delivery this afternoon.
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, 5, 2015/01/16) */
January 16, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
[redacted]
[redacted]
[redacted]
[redacted]
We are in receipt of your email, dated January 9, 2015, regarding [redacted] complaint.
First, we wish to apologize for the delay in refunding her [redacted] account for the shipment of "Autumn's Golden Glow Table Centerpiece." Because her [redacted] account had already been refunded the cost of upgraded shipping, upon hearing she was not satisfied with her purchase our agent processed a return manually which resulted in our system trying to refund her for the full price, including the shipping fee she was already refunded for.
[redacted] does not allow for additional refunds beyond the original charge amount, and for that reason the refund did not go through. We have since issued a request for the corrected amount of $110.98; this plus the previous refund of $11.95 equal the total amount [redacted] was originally charged, $122.93.
[redacted] should expect to see the credit appear on her [redacted] account within 24-48 hours, and we assure her it will be issued to the correct account. We apologize for the incorrect information she was given by the Customer Service agent regarding the account number to which the refund was going. Our agent misinterpreted the numbers in our system which resulted in the incorrect information.
For her protection, [redacted] account numbers are encrypted and we do not have access to them. The number [redacted] was given was not an actual account number.
Again, we sincerely apologize for all the confusion and the inconvenience it caused for [redacted], and we appreciate her patience.
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, 2015/04/09) */
April 9, 2015
[redacted]
[redacted]
...
[redacted]
We are in receipt of your e-mail, dated March 31, 2015, regarding [redacted] complaint.
Our records show we received a reservation order for the entire "Paw Prints from Heaven" Kitten Figurine Collection via the [redacted] Service, in [redacted] name on September 26, 2014. According to the offer she responded to, the first issue "Cats Leave Paw Prints on our Hearts" would be shipped with an invoice requesting payment. The collection would continue with subsequent shipments upon receiving payment for each of preceding shipments.
We had no way of knowing [redacted] did not want the "collection" and shipments were made accordingly. However, we were contacted by [redacted] shortly after sending the second and third shipments, "Precious Paw Prints from Heaven," and "Furr-Ever in Our Hearts," requesting to cancel but do to errors on our part the fourth issue, "Love Never Furr-Gets," was allowed to ship. In addition, the returns of the third and fourth issues were processed incorrectly as replacements instead of refunds. We have since corrected our error and processed the returns for refunds, and [redacted] has either been refunded or credited for them.
Concerning the first two shipments, we have no record of receiving the return of the second shipment, "Precious Paw Prints from Heaven." However, in the interest of good client relations and since she indicated she returned it, we have canceled the billing and she can ignore the invoice she received dated March 20, 2015. Further, [redacted] still owes us for the first shipment in the collection that was shipped to her in September. Our records show she sent us credit card information for payment on November 6, 2014; however, on January 13, 2015 we receive a Credit Card Chargeback Notice from her bank reversing the payment. According to the information in the notice, [redacted] disputed the charge telling them she did not receive the merchandise.
As of today, the chargeback has not been reversed and [redacted] is still responsible for making payment for this one shipment she confirmed keeping. We request that she utilize the most recent invoice she received, and send us her payment for "Cats Leave Paw Prints on Our Hearts."
We apologize for the errors that occurred with her order, and for any inconvenience this may have caused. If she has any further concerns or questions, she can contact me directly at the number below and I will be happy to assist her further.
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 Consumer Rebuttal /* (3000, 7, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an invoice dated September 26, 2014 saying that I had subscribed to the Blake Jensen Paw Prints from Heaven collection.
What I ordered was "Cats Leave Paw Prints on our Hearts". That was the only one I saw a picture of and had no intention of ordering the entire collection.
It also says you have a 365 day guarantee policy.
And that I can cancel at any time.
So, when I received the second shipment I sent it back, "Return to Sender", but since you had my credit card information, you still billed for each shipment.
All I could see was charges to my credit card on 11-7-14, 11-11-14, and 12-4-14 for $38.98 each.
I see one credit for 38.98 from the Hamilton Collection. I consider that the payment for the one shipment I kept. I never received any refund.
I then called my credit card company and asked what these charges were for. I had only ordered the one shipment. They closed that account and gave me a different account number.
All the month of December, 2014 I tried to contact customer service and could not get through. My bank tried to contact you and could not get through. So, I called back in January, 215 and was told by the CSR that they were understaffed during that period and that's the reason the long hold time. I told him I wanted to cancel these shipments. He promised me I would not received any more shipment and that my account would be cancelled. Why is it if my account was cancelled that I kept receiving shipments from you?
I have been a long time subscriber to the Bradford Exchange and have purchased many fine pieces of merchandise. But if you continue to insist that I owe you money, I will not shop there anymore. Because of all the trouble you have put me through, I believe I deserve a refund or credit of $38.98.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/04/16) */
April 16, 2015
[redacted]
We are in receipt of your e-mail, dated April 14, 2015, regarding [redacted] rebuttal comments.
We sincerely apologize, but as we stated in our previous response, the order form [redacted] mailed to us was a "reservation order form" for the entire "Paw Prints From Heaven" Collection. "Cats Leave Paw Prints on our Hearts" was the first issue in the collection, and even though it was the only one picture, the advertisement specifically stated that "subsequent shipments would be shipped and billed separately."
[redacted], we had no way of knowing [redacted] did not want the "collection" and is the reason shipments were made according to the advertised offer. We also apologize for the errors on our part that allowed additional shipments to be made. As we explained, we have since corrected our error and processed the returns for refunds. [redacted] has already been refunded and/or credited for everything she is entitled to.
To recap our previous response:
** First issue shipped, billed to credit card, client disputed charge, payment was reversed, and invoice mailed...payment is still due.
**Second issue shipped, billed to credit card, client disputed charge, payment was reversed, and invoice mailed...product was returned and billing canceled.
**Third issue shipped, credit card charged, product returned, and credit card refunded...no balance due.
**Fourth issue shipped, but was never billed to credit card; product returned and invoice canceled.
As you can see above, [redacted] issued credit card disputes with her credit card company for two (2) shipments; issue one: "Cats Leave Paw Prints on Our Hearts" and issue two: "Precious Paw Prints From Heaven." The chargeback resulted in a reversal of payment for both products, and invoices were generated for both. As you can see, we have canceled the billing for issue two since she indicated she returned it. But she still owes us for issue one indicated above.
Again, we sincerely apologize for the errors that occurred with her order, and for any inconvenience this may have caused. But, respectfully [redacted] is not due any further refunds, and our error (which has been corrected) does not negate the fact that she owes us for the merchandise we shipped to her. We must insist that she can contact me directly at the number below if she has any further concerns or questions regarding this matter.
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]