The Candlemaker's Store

Initial Business Response /* (1000, 5, 2016/02/23) */
Patient has been approved by her Insurance and this has been communicated to the patient.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A final decision was...

made through [redacted] and provided and information was communicated to me.

7:05 AM EST 4/29/15 Hello [redacted], The customer. [redacted], placed her on-line order (#[redacted]) on 4/12/15. When placing this order, the customer supplies the delivery address and the customer selects the level of shipping service from all available options, which include USPS...

Priority Mail, and UPS Services ranging from Ground to Next Day delivery. The order was processed and shipped on 4/13/15, via USPS Priority mail, as requested by the customer. On 4/16/15, we were contacted by the customer claiming that they had not received the package. Furthermore, they stated that they had contacted the post office and the post office had confirmed that they had delivered the package to the incorrect address and could not retrieve the package to deliver it correctly and that the sender should file a claim, The customer then requested that we reship the order, while filing her claim for her, and then she immediately filed a claim with PayPal, claiming the package was not delivered. According to the USPS tracking of record, they show that they delivered the package, to the address provided by the customer, "In or at the Mailbox" at 1:37 PM on 4-15-15. As we explained to the customer, since the only facts that we have to argue state that the package was delivered correctly, we are unable to file any type of claim on her behalf, but we recommended that she go back to the USPS and demand that they either find her package or expedite her claim through the USPS Guaranteed and Insured service. We then responded with the same tracking information to PayPal and they immediately reversed the customer's claim and refund and closed the claim. We never want any customer to have a bad experience and always do anything that we can to immediately fix any errors that we may cause and try to assist in any way possible with issues that may arise outside our control, but unfortunately we did not select the shipping service on this order, the customer did. Furthermore, we do not guarantee the service of the USPS, but they do and this delivery issue that the customer claims occurred, and we completely believe she did not get her package, can be easily resolved by the customer, the person refuting the USPS tracking information, by filing a claim with the USPS and being made whole through their Insurance coverage. It is unfortunate that the customer is wasting the Revdex.com's time, and ours, and is further delaying her being taken care of properly. While we regret that she is throwing us under the bus and will never do business with us again, we are happy to help in any other way possible and will be here in the future if we can ever help again. Please let me know if you need any additional information or if we can help in any other way. Thank you, [redacted]General Manager[redacted]7:05 AM EST 4/29/15 Hello [redacted], The customer. [redacted], placed her on-line order (#[redacted]) on 4/12/15. When placing this order, the customer supplies the delivery address and the customer selects the level of shipping service from all available options, which include USPS Priority Mail, and UPS Services ranging from Ground to Next Day delivery. The order was processed and shipped on 4/13/15, via USPS Priority mail, as requested by the customer. On 4/16/15, we were contacted by the customer claiming that they had not received the package. Furthermore, they stated that they had contacted the post office and the post office had confirmed that they had delivered the package to the incorrect address and could not retrieve the package to deliver it correctly and that the sender should file a claim, The customer then requested that we reship the order, while filing her claim for her, and then she immediately filed a claim with PayPal, claiming the package was not delivered. According to the USPS tracking of record, they show that they delivered the package, to the address provided by the customer, "In or at the Mailbox" at1:37 PM on 4-15-15. As we explained to the customer, since the only facts that we have to argue state that the package was delivered correctly, we are unable to file any type of claim on her behalf, but we recommended that she go back to the USPS and demand that they either find her package or expedite her claim through the USPS Guaranteed and Insured service. We then responded with the same tracking information to PayPal and they immediately reversed the customer's claim and refund and closed the claim. We never want any customer to have a bad experience and always do anything that we can to immediately fix any errors that we may cause and try to assist in any way possible with issues that may arise outside our control, but unfortunately we did not select the shipping service on this order, the customer did. Furthermore, we do not guarantee the service of the USPS, but they do and this delivery issue that the customer claims occurred, and we completely believe she did not get her package, can be easily resolved by the customer, the person refuting the USPS tracking information, by filing a claim with the USPS and being made whole through their Insurance coverage. It is unfortunate that the customer is wasting the Revdex.com's time, and ours, and is further delaying her being taken care of properly. While we regret that she is throwing us under the bus and will never do business with us again, we are happy to help in any other way possible and will be here in the future if we can ever help again. Please let me know if you need any additional information or if we can help in any other way. Thank you, Jim MegginsonGeneral Manager513-868-9425, x1197:05 AM EST 4/29/15 Hello [redacted], The customer. [redacted], placed her on-line order (#[redacted]) on 4/12/15. When placing this order, the customer supplies the delivery address and the customer selects the level of shipping service from all available options, which include USPS Priority Mail, and UPS Services ranging from Ground to Next Day delivery. The order was processed and shipped on 4/13/15, via USPS Priority mail, as requested by the customer. On 4/16/15, we were contacted by the customer claiming that they had not received the package. Furthermore, they stated that they had contacted the post office and the post office had confirmed that they had delivered the package to the incorrect address and could not retrieve the package to deliver it correctly and that the sender should file a claim, The customer then requested that we reship the order, while filing her claim for her, and then she immediately filed a claim with PayPal, claiming the package was not delivered. According to the USPS tracking of record, they show that they delivered the package, to the address provided by the customer, "In or at the Mailbox" at1:37 PM on 4-15-15. As we explained to the customer, since the only facts that we have to argue state that the package was delivered correctly, we are unable to file any type of claim on her behalf, but we recommended that she go back to the USPS and demand that they either find her package or expedite her claim through the USPS Guaranteed and Insured service. We then responded with the same tracking information to PayPal and they immediately reversed the customer's claim and refund and closed the claim. We never want any customer to have a bad experience and always do anything that we can to immediately fix any errors that we may cause and try to assist in any way possible with issues that may arise outside our control, but unfortunately we did not select the shipping service on this order, the customer did. Furthermore, we do not guarantee the service of the USPS, but they do and this delivery issue that the customer claims occurred, and we completely believe she did not get her package, can be easily resolved by the customer, the person refuting the USPS tracking information, by filing a claim with the USPS and being made whole through their Insurance coverage. It is unfortunate that the customer is wasting the Revdex.com's time, and ours, and is further delaying her being taken care of properly. While we regret that she is throwing us under the bus and will never do business with us again, we are happy to help in any other way possible and will be here in the future if we can ever help again. Please let me know if you need any additional information or if we can help in any other way. Thank you, Jim MegginsonGeneral Manager513-868-9425, x1197:05 AM EST 4/29/15 Hello [redacted], The customer. [redacted], placed her on-line order (#[redacted]) on 4/12/15. When placing this order, the customer supplies the delivery address and the customer selects the level of shipping service from all available options, which include USPS Priority Mail, and UPS Services ranging from Ground to Next Day delivery. The order was processed and shipped on 4/13/15, via USPS Priority mail, as requested by the customer. On 4/16/15, we were contacted by the customer claiming that they had not received the package. Furthermore, they stated that they had contacted the post office and the post office had confirmed that they had delivered the package to the incorrect address and could not retrieve the package to deliver it correctly and that the sender should file a claim, The customer then requested that we reship the order, while filing her claim for her, and then she immediately filed a claim with PayPal, claiming the package was not delivered. According to the USPS tracking of record, they show that they delivered the package, to the address provided by the customer, "In or at the Mailbox" at1:37 PM on 4-15-15. As we explained to the customer, since the only facts that we have to argue state that the package was delivered correctly, we are unable to file any type of claim on her behalf, but we recommended that she go back to the USPS and demand that they either find her package or expedite her claim through the USPS Guaranteed and Insured service. We then responded with the same tracking information to PayPal and they immediately reversed the customer's claim and refund and closed the claim. We never want any customer to have a bad experience and always do anything that we can to immediately fix any errors that we may cause and try to assist in any way possible with issues that may arise outside our control, but unfortunately we did not select the shipping service on this order, the customer did. Furthermore, we do not guarantee the service of the USPS, but they do and this delivery issue that the customer claims occurred, and we completely believe she did not get her package, can be easily resolved by the customer, the person refuting the USPS tracking information, by filing a claim with the USPS and being made whole through their Insurance coverage. It is unfortunate that the customer is wasting the Revdex.com's time, and ours, and is further delaying her being taken care of properly. While we regret that she is throwing us under the bus and will never do business with us again, we are happy to help in any other way possible and will be here in the future if we can ever help again. Please let me know if you need any additional information or if we can help in any other way. Thank you, Jim MegginsonGeneral Manager513-868-9425, x119