The Bulletin Board

Revdex.com: In reference to the second response made by the customer in complaint ID *** All of the details and information sent previously by us regarding the interaction and business with this customer is correctThe ad submitted to us by the customer was not camera ready and thus was sent to our typesetter for the correct sizingThe customer requested a business card size ad with her information, logo and a borderAs we cannot run a business card size ad in the format that the ad was submitted in, per policy the customer would definitely have been notified at the time of placing her ad that it was to be altered by flipping it sideways, including her logo and information and putting a border around itThe business card size ad that was published in our paper included this information correctly including the size of the logo, however the ad did not meet the customers satisfaction due to the clip art pictures of small animals that were added to the ad by mistakeThe online ad the customer is referring to is separate from the published adThese ads are randomly selected and are posted online as free advertising to the customerUnfortunately there were mistakes made in the spelling of the customer's name and email address of this ad as wellWhen this was discovered it was immediately pulled off our online editionAs previously stated, the Bulletin Board always strives to make our customers happy and to meet all of their needs, thus the reason we have been in business for over years and this has been our only complaint with the *** *** *** We do make mistakes and will readily refund the cost of any advertising that is done incorrectly &/or run an ad free the following week in order to satisfy the customer In this situation, the customer was refunded her money on March (see copy of receipt provided) even though she is claiming that it was not, and her ad was corrected and published the following week at no cost to her (see copy of ad provided)There were no comments from the manager that "she would never run an ad for her business again"It is very unfortunate that we have come across a business owner who would conduct herself in such a manner as screaming and yelling over the phone and using inappropriate language to our employees/manager in order to express her frustrations over her incorrect ad, and all of this before we even had a chance to resolve the issue for herWe have admitted making a mistake with her ad (we are all human) & have done everything we can to make it rightHowever…some people you just can’t please! Thank you! *** here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have provided a screen shot of the online ad the bulletin board had, which proves that my name, business name (no hyphen) and my email were all spelled incorrectly; which is in direct contrast to the defense made by *** I have to date not received a refund for the ad on my business credit card, which is how I paid and it has been days since it was reported to be refunded I also included a copy of the business card size ad I originally sent At no time prior to the ad being placed was I notified that my ad was "the incorrect size" (as I paid for a business card sized ad) nor that it would be altered and as Rhonda is not the one I placed the order with she cannot make such a claim that those statements were made when in fact they were not.When I spoke to *** on Monday she indicated that she had sent the revised ad to the printer already, but she would be pulling my ad and refunding my money after our conversation and she proclaimed that she would never run an ad for my business again (which didn't take responsibility for their mistake at all) She justified this by stating it was not their policy, but now is proclaiming that she both refunded for and re-ran the ad I thus can only come to the conclusion that due to my complaint she received Tuesday through the Revdex.com, it gave her a change of heart to run the ad prior to it coming out Wednesday I find it sad that a customer has to rely on consumer protection mediation to resolve an issue, and that the Bulletin Board couldn't provide quality customer service of their own volition.I also feel that it is necessary to clarify a few things that *** misrepresented in order to portray herself in a better light I accept that during the course of conversation that I became frustrated as I felt that my concerns were not being heard, but at no point did I scream nor use inappropriate language The poor customer service and disregard I received escalated a situation that could have been easily solved by a trained customer service representative For example it is inappropriate to yell and blame a client for your mistake by stating they sent the wrong size ad after the fact, a better approach would be to identify with the client and find an appropriate solution In customer service the concept that the client is always right goes a long way in deflating a complaint I imagine in the last years of business as client service representatives have changed, so has the client experience with the Bulletin Board.I also want to make it known that part of the issue I had was not being able to speak with upper management on two separate occasions when I was dissatisfied with my experience and made such a request I was told in the first instance that they had no idea when *** would be back in the office as if it could be an indefinite issue, I responded that was fine, that they could run my ad until she was available to speak with me and resolve the situation At that point the employee took it upon herself to call *** to see when she would be returning and I was then notified to call Monday which I did As a business, there should always be some sort of management available when requested by a client and at the very least the staff should know when to expect management to return, so that communication issue is on the business not myself On the second occasion when *** refused to rectify the situation, she then proceeded to refuse contact with her boss which is unacceptable
Regards,
*** ***

We received an ad by email to be ran in our March 22, 2017 issue. The ad was not sized correctly nor did it have a border on it……so therefore the ad was NOT camera ready which was explained to the customer! She was then informed we would have to have the ad typeset to meet our requirements to...

publish the ad in our paper which the customer seemed to be ok with that. Our typesetter added some clipart to her ad to make the ad more appealing. In doing so, he added pictures of dogs/cats/birds/bunnies to make the ad look better. The business name and email were all added in the ad just like she submitted to us (there were no incorrect spellings in the ad). The customer is a large animal clinic, so the clipart he added was by all means our fault.......unfortunately we all make mistakes but we do however take full blame for this. When the customer called our office on Friday, March 24 she proceeded to SCREAM & YELL at my employee about this matter. My employee let her know at that time that we can refund her money and/or fix the ad and run it again for her the following week (at no charge of course to her) for our mistake. That is the policy of the Bulletin Board in handling this matter. However she was not satisfied at all. She demanded us refunding her and fix the ad and run the ad for a MONTH at no charge. She had my employee so upset she had to put the customer on hold and contact me (the manager, which I was on vacation at the time) so she could calm down from crying because the customer had her so upset from the screaming and degraded her position here at my office. It isNOTacceptable to speak to another person in this manner. I instructed her to let the customer know we would be happy to refund her and fix the ad and run it the following week (at no charge to her)WHICH WE DID REFUND HER IN FULL ON March 27thand alsocorrected the ad and ran it in our paper on March 29th. The customer also contacted me on Monday March 27thscreaming at me. I let her know that this is our policy & was very sorry for any inconvenience this caused. We have been in business for over 42 years and I have been here over 20 years and I have never received such a hostile customer in all those years. Unfortunately we here at the Bulletin Board do make mistakes (we are all human) and we do regret this incident ever happened. We strive in making our customers happy and trying to meet there every need! Unfortunately there was no pleasing this specific customer.Thank you,[redacted]ManagerBulletin Board