The Plaxx Companies

I tried to order a plaque from these folks and their computer system had a glitch that, from my end, looked like I had not completed the order I contacted then via email and their were absolutely no help As a result I cancelled the order and placed an order with someone else A few weeks later I received a plaque from them I contacted them again and tried to reason with them and again they weren't interested in listening at all I looked at my credit card statement and they had charged my card more than a week after I cancelled the order Now I have two plaques These people have no idea what good customer service is I definately would not recommend them

Very rudeAsked them for a quote for a plaque and they wrote back and asked if we were shopping aroundWe said yes and they said they said "We'll pass."How unprofessional

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] A careful review of the first two comminications I submitted on April 26th and 27th clearly indicate that I thought that I had not completed the order on-line Otherwise why would have I sent them? In both instances Plaxx Companies had the opportunity to research the situation from their end and verify that I had indeed placed the order successfully and if having done so could have told me same If that had happened I would have been happy and none of this would have happened I stand by my assertion that I received an error message on my original attempt to "pay" for the order with a statement from their computer system that it was unable to process the payment and that I should try again later Their claim that I'm trying to scam them is absurd Yes I did at one time say that I would accept $back but later changed my mind and processed a claim with [redacted] for the full amount back since accepting only half back would have absolved Plaxx of any errors That just isn't true At this time I will accept nothing less than the full amount of the cost of the plaque plus the cost that I incurred shipping it back to them

Customers claim is that he cancelled a custom order after he agreed that the order is non-cancellable
Customer placed an order for a custom product at our on line storeDuring the purchase process, he made the decision to log in as a "GUEST" and not set up a user name
and passwordOn two separate pages during his purchase, the following words appear; "ONCE THIS ITEM IS PURCHASEDPRODUCTION lS STARTED
IMMEDIATELY AND THE ORDER CAN NOT BE CANCELLED"On the final page where credit card information is entered, these words are again displayedThe customer checked a checkbox agreeing to these terms in order to place the order
His claim of an error on the web site is not borne out by the facts in the log filesNo error was entered in the web error log and other orders were placed before and after he entered his order
Customer received his plaque on 5/- weeks after placing his order - not as he claims
In an attempt to adjudicate the situation, we offered customer a 50% refund ($180). Customer issued a credit card charge back on 5/and received an immediate refund of the $purchase price. On 5/through 5/(after he got the full refund), customer continued to try to have us issue him the check for $and
when we then refused, he claimed we did not keep our word to send him $
DETAILED RESPONSE
Customer viewed his design on our design site and clicked on "BUY NOW"
When customer viewed the image of his designIt states "YOU MAY NOT CANCEL THIS ORDER SINCE PRODUCTION IS STARTED IMMEDIATELY''
Customer started the purchase process and logged into our on line store as "GUEST" foregoing setting up a username or password (*)
During the checkout process, customer has to read and agree to the terms which again states that "Our products are all customizedand are non cancellable and non refundable"
The on line store sent emails, one to the customer and the second one to usThe mail server logs {*) confirm these were sentThere were no errors entered in the web site log or received by our system administrator
Regarding his assertion that there was an error, since there were no errors entered in the web site error log and both emails are shown in the mail server log, and we got the order email (the last step in the entire process) there could not have been an error
On 5/19, customer emailed us telling us he had received the plaque
We realized the customer appeared to be confused and in the interest of customer service, on 5/we offered him a 50% refund and we would eat the design, manufacturing and shipping costs
THE FOLLOWING TIMELINE SEEMS TO POINT OUT THE CUSTOMER WAS ATTEMPTING TO SCAM US
5/- Customer issued a charge back on his credit card and immediately got a full refund
5/- (days after he got his refund), he emailed us that he will accept the $and return the plaque to us
5/- (days after he got his refund), he emailed us making arrangement to return the plaque for $refund
5/- We pointed out to him via email that he already issued a charge back and he is not entitled to a refund from us and in his response he claims that (because we will not issue him a $refund in addition to the full refund he got days earlier) "we do not keep our word"
5/29- He files a complaint with the Revdex.com asking for his money back when in fact he already got a full refund days earlier
(*) These data are only available in our databases and there are no report functions / printouts since these data are not normally accessed manually - we did examine the database to provide this data
The above information represents our efforts to resolve this issue in a manner that would be satisfactory to both parties - all done BEFORE he contacted Revdex.com
*** ***
V.P.
The Plaxx Companies

I tried to order a plaque from these folks and their computer system had a glitch that, from my end, looked like I had not completed the order. I contacted then via email and their were absolutely no help. As a result I cancelled the order and placed an order with someone else. A few weeks later I received a plaque from them. I contacted them again and tried to reason with them and again they weren't interested in listening at all. I looked at my credit card statement and they had charged my card more than a week after I cancelled the order. Now I have two plaques.
These people have no idea what good customer service is. I definately would not recommend them.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
A careful review of the first two comminications I submitted on April 26th and 27th clearly indicate that I thought that I had not completed the order on-line.  Otherwise why would have I sent them?  In both instances Plaxx Companies had the opportunity to research the situation from their end and verify that I had indeed placed the order successfully and if having done so could have told me same.  If that had happened I would have been happy and none of this would have happened.
I stand by my assertion that I received an error message on my original attempt to "pay" for the order with a statement from their computer system that it was unable to process the payment and that I should try again later.
Their claim that I'm trying to scam them is absurd.  Yes I did at one time say that I would accept $180 back but later changed my mind and processed a claim with [redacted] for the full amount back since accepting only half back would have absolved Plaxx of any errors.  That just isn't true. 
At this time I will accept nothing less than the full amount of the cost of the plaque plus the cost that I incurred shipping it back to them.

Review: I attempted to order a custom plaque using their web site and got an error message when I hit the "process" button saying that I need to try again later. I did so the next day and was told I needed a password which I didn't have. I contacted them via email and was told I didn't need a password. I tried again to access the pay page and was told again I needed a password. I again contacted them via email the next day and was told again in so may words that I didn't know what I was doing. At this point I was too frustrated to continue so I told them via email to just forget the whole thing and that I would order from someone else. I didn't hear back from them. Four weeks later I received a plaque from them. I contacted them again and they refused to acknowledge the cancelled order or that I had any trouble with the order. The best they would do is give me back half of my money if I returned the plaque. I feel grossly cheated.

I have all of the emails to support my position.Desired Settlement: All my money back in exchange for the returned plaque.

Business

Response:

Customers claim is that he cancelled a custom order after he agreed that the order is non-cancellable.

Customer placed an order for a custom product at our on line store. During the purchase process, he made the decision to log in as a "GUEST" and not set up a user name and password. On two separate pages during his purchase, the following words appear; "ONCE THIS ITEM IS PURCHASED. PRODUCTION lS STARTED

IMMEDIATELY AND THE ORDER CAN NOT BE CANCELLED". On the final page where credit card information is entered, these words are again displayed. The customer checked a checkbox agreeing to these terms in order to place the order.

His claim of an error on the web site is not borne out by the facts in the log files. No error was entered in the web error log and other orders were placed before and after he entered his order.

Customer received his plaque on 5/19 - 3 weeks after placing his order - not 4 as he claims.

In an attempt to adjudicate the situation, we offered customer a 50% refund ($180). Customer issued a credit card charge back on 5/24 and received an immediate refund of the $360 purchase price. On 5/26 through 5/29 (after he got the full refund), customer continued to try to have us issue him the check for $180 and

when we then refused, he claimed we did not keep our word to send him $180.

DETAILED RESPONSE

Customer viewed his design on our design site and clicked on "BUY NOW".

When customer viewed the image of his design. It states "YOU MAY NOT CANCEL THIS ORDER SINCE PRODUCTION IS STARTED IMMEDIATELY''.

Customer started the purchase process and logged into our on line store as "GUEST" foregoing setting up a username or password (*).

During the checkout process, customer has to read and agree to the terms which again states that "Our products are all customized... and are non cancellable and non refundable".

The on line store sent 2 emails, one to the customer and the second one to us. The mail server logs {*) confirm these were sent. There were no errors entered in the web site log or received by our system administrator.

Regarding his assertion that there was an error, since there were no errors entered in the web site error log and both emails are shown in the mail server log, and we got the order email (the last step in the entire process) there could not have been an error.

On 5/19, customer emailed us telling us he had received the plaque.

We realized the customer appeared to be confused and in the interest of customer service, on 5/21 we offered him a 50% refund and we would eat the design, manufacturing and shipping costs.

THE FOLLOWING TIMELINE SEEMS TO POINT OUT THE CUSTOMER WAS ATTEMPTING TO SCAM US

5/24 - Customer issued a charge back on his credit card and immediately got a full refund

5/26 - (2 days after he got his refund), he emailed us that he will accept the $180 and return the plaque to us.

5/29 - (5 days after he got his refund), he emailed us making arrangement to return the plaque for $180 refund.

5/29 - We pointed out to him via email that he already issued a charge back and he is not entitled to a refund from us and in his response he claims that (because we will not issue him a $180 refund in addition to the full refund he got 5 days earlier) "we do not keep our word"

5/29- He files a complaint with the Revdex.com asking for his money back when in fact he already got a full refund 5 days earlier.

(*) These data are only available in our databases and there are no report functions / printouts since these data are not normally accessed manually - we did examine the database to provide this data.

The above information represents our efforts to resolve this issue in a manner that would be satisfactory to both parties - all done BEFORE he contacted Revdex.com.

V.P.

The Plaxx Companies

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

A careful review of the first two comminications I submitted on April 26th and 27th clearly indicate that I thought that I had not completed the order on-line. Otherwise why would have I sent them? In both instances Plaxx Companies had the opportunity to research the situation from their end and verify that I had indeed placed the order successfully and if having done so could have told me same. If that had happened I would have been happy and none of this would have happened.

I stand by my assertion that I received an error message on my original attempt to "pay" for the order with a statement from their computer system that it was unable to process the payment and that I should try again later.

Their claim that I'm trying to scam them is absurd. Yes I did at one time say that I would accept $180 back but later changed my mind and processed a claim with [redacted] for the full amount back since accepting only half back would have absolved Plaxx of any errors. That just isn't true.

At this time I will accept nothing less than the full amount of the cost of the plaque plus the cost that I incurred shipping it back to them.

I tried to order a plaque from these folks and their computer system had a glitch that, from my end, looked like I had not completed the order. I contacted then via email and their were absolutely no help. As a result I cancelled the order and placed an order with someone else. A few weeks later I received a plaque from them. I contacted them again and tried to reason with them and again they weren't interested in listening at all. I looked at my credit card statement and they had charged my card more than a week after I cancelled the order. Now I have two plaques.

These people have no idea what good customer service is. I definately would not recommend them.

Very rude. Asked them for a quote for a plaque and they wrote back and asked if we were shopping around. We said yes and they said they said "We'll pass.". How unprofessional.