The Shopper, Inc.

Complaint: I am rejecting this response because:What was stated is true, although we feel the job was done correctly, we did offer a full refund. The print lettering on the bags was inconsistent and off-centered on most every bag - not a professional job and would be uncomfortable handing out to our customers, therefore requested a return (email to follow showing bags).I understandThis is a non issue at this point A RA number was issued and we wrote up up expecting the bags Included was the RA numbers on the boxes, as the UPS clerk personally added an additional envelope to include the RA numbers, per my request, and I saw Her taped them to the boxes.Thank you The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offered.My wife and I were upset yes, being that they wouldn't send us a return shipping label. We knew this would cost us allot of money to ship back such large boxes (one being roughly 36" by 24") across country, and were uncomfortable paying up front for it - $139.05. My wife and I were fearful we would not be reimbursed, being our cost was residential rates, and not what they would have as commercial ratesWe did mail them, and since our fear became reality, and have had nothing but issues with Shoppers Incwith having not followed through on their word in completing a full refund Again, if I had known about this, things would have been handled differently The customer called back a few days later and was upset that he had to pay for the return shippingWe again stated our policies and asked him to send them back. This was the last I heard of this. I will provide my most recent emails showing that there was additional communication with another shoppers incemployee, just prior to, and the reason for us opening up a claim with your company, the Revdex.com. I have not seen any of this correspondence. N*** is no longer an Employee of ours, so basically your complaint was the first I heard of this matter. When this was brought to my attention via N*** at that time, I went to my boss (the owner of the company) and asked what to doHe told me he was confident in our work and then gave me the steps to which to follow, which I then explained to N*** We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. Forwarded email will provide to you emailed Tracking Numbers sent to Shopper Incand the Freight receipt was included on the packing boxes, as placed by the UPS shipper.Could someone please forward me both of these to me here at ***@shopperinc.com? I am not trying to give you the run around, I just need them for my paperwork please. I can't do anything without them. The reimburstment was never discussed with myself.This was approved by N***, their employee, as will be shown in a forwarded emailThey have displayed why it would be prudent to provide the return shipping label, so to avoid all these complications, due to their mis-communications, not reading of their email, just a way for them to claim ignorance in the matter, like we believe *** is displaying now.N*** did not have authorization from myself or my boss to offer thatI do not know where that figure is coming from. Again, until I see the tracking numbers and the receipt for the freight I can't do anything We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept, ***, I do have our copy of the shipping receipt, and would like to send it to you, as I do not trust ***.I will forward you the UPS Shipping Numbers as well.***, I shared this information with separate Shoppers Inc employees. I have no notes anywhere of this being recorded by us. From August till 12/of last year there was myself and N*** in customer service, that's it. I am pretty sure we have not spoken to each other at allAgain, I am not trying to be harsh here, but my job requires facts to be logged so reference can be made and I have absolutley nothingI understand you do not trust us, I really doI am not here saying this will go unresolvedI have in fact the ok to issue this refund at any time, but the freight charges have to be documented and the tracking numbers for the return do as well. If N*** went behind my back here and offered you something other than what I am stating, I need to please see that as wellAgain if someone could please email me at ***@shopperinc.com I can get this taken care of right away instead of drawing this out into a weeks long production.I can be reached M-F at ###-###-#### from am to 2:PM PST or email me please at ***@shopperinc.com . Thank you

Complaint:
I am rejecting this response because:What was stated is true, although we feel the job was done correctly, we did offer a full refund. The print lettering on the bags was inconsistent and off-centered on most every bag - not a professional job and would be uncomfortable handing out to our customers, therefore requested a return (email to follow showing bags). A RA number was issued and we wrote up up expecting the bags Included was the RA numbers on the boxes, as the UPS clerk personally added an additional envelope to include the RA numbers, per my request, and I saw Her taped them to the boxes. The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offered.My wife and I were upset yes, being that they wouldn't send us a return shipping label. We knew this would cost us allot of money to ship back such large boxes (one being roughly 36" by 24") across country, and were uncomfortable paying up front for it - $139.05. My wife and I were fearful we would not be reimbursed, being our cost was residential rates, and not what they would have as commercial ratesWe did mail them, and since our fear became reality, and have had nothing but issues with Shoppers Incwith having not followed through on their word in completing a full refund The customer called back a few days later and was upset that he had to pay for the return shippingWe again stated our policies and asked him to send them back. This was the last I heard of this. I will provide my most recent emails showing that there was additional communication with another shoppers incemployee, just prior to, and the reason for us opening up a claim with your company, the Revdex.com. We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. Forwarded email will provide to you emailed Tracking Numbers sent to Shopper Incand the Freight receipt was included on the packing boxes, as placed by the UPS shipper.The reimburstment was never discussed with myself.This was approved by Natalie, their employee, as will be shown in a forwarded emailThey have displayed why it would be prudent to provide the return shipping label, so to avoid all these complications, due to their mis-communications, not reading of their email, just a way for them to claim ignorance in the matter, like we believe Mark is displaying now.We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept, B***, I do have our copy of the shipping receipt, and would like to send it to you, as I do not trust Mark.I will forward you the UPS Shipping Numbers as well.B***, I shared this information with separate Shoppers Inc employees. for the return freightOnce I get those I can provice you with a full refund of the plus the cost of the return freight.Please email me at ***@shopperinc.com with this information so I can get this taken care of as fast as I can
Regards,
Craig Piazza

Complaint: I am rejecting this response because:
What was stated is true, although we feel the job was done correctly, we did offer a full refund.
The print lettering on the bags was inconsistent and off-centered on most every bag - not a professional job and would be uncomfortable handing out to our customers, therefore requested a return (email to follow showing bags)I understandThis is a non issue at this point
A RA number was issued and we wrote up up expecting the bags
Included was the RA numbers on the boxes, as the UPS clerk personally added an additional envelope to include the RA numbers, per my request, and I saw Her taped them to the boxesThank you
The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offeredMy wife and I were upset yes, being that they wouldn't send us a return shipping label.
We knew this would cost us allot of money to ship back such large boxes (one being roughly 36" by 24") across country, and were uncomfortable paying up front for it - $139.05.
My wife and I were fearful we would not be reimbursed, being our cost was residential rates, and not what they would have as commercial ratesWe did mail them, and since our fear became reality, and have had nothing but issues with Shoppers Incwith having not followed through on their word in completing a full refund
Again, if I had known about this, things would have been handled differently
The customer called back a few days later and was upset that he had to pay for the return shippingWe again stated our policies and asked him to send them back. This was the last I heard of this.
I will provide my most recent emails showing that there was additional communication with another shoppers incemployee, just prior to, and the reason for us opening up a claim with your company, the Revdex.com.
I have not seen any of this correspondence. N*** is no longer an Employee of ours, so basically your complaint was the first I heard of this matter. When this was brought to my attention via N*** at that time, I went to my boss (the owner of the company) and asked what to doHe told me he was confident in our work and then gave me the steps to which to follow, which I then explained to N***
We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight.
Forwarded email will provide to you emailed Tracking Numbers sent to Shopper Incand the Freight receipt was included on the packing boxes, as placed by the UPS shipperCould someone please forward me both of these to me here at ***@shopperinc.com? I am not trying to give you the run around, I just need them for my paperwork please. I can't do anything without them
The reimburstment was never discussed with myselfThis was approved by N***, their employee, as will be shown in a forwarded emailThey have displayed why it would be prudent to provide the return shipping label, so to avoid all these complications, due to their mis-communications, not reading of their email, just a way for them to claim ignorance in the matter, like we believe *** is displaying nowN*** did not have authorization from myself or my boss to offer thatI do not know where that figure is coming from. Again, until I see the tracking numbers and the receipt for the freight I can't do anything
We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept,
***, I do have our copy of the shipping receipt, and would like to send it to you, as I do not trust ***I will forward you the UPS Shipping Numbers as well***, I shared this information with separate Shoppers Inc employees.
I have no notes anywhere of this being recorded by us. From August till 12/of last year there was myself and N*** in customer service, that's it. I am pretty sure we have not spoken to each other at allAgain, I am not trying to be harsh here, but my job requires facts to be logged so reference can be made and I have absolutley nothing
I understand you do not trust us, I really doI am not here saying this will go unresolvedI have in fact the ok to issue this refund at any time, but the freight charges have to be documented and the tracking numbers for the return do as well.
If N*** went behind my back here and offered you something other than what I am stating, I need to please see that as wellAgain if someone could please email me at ***@shopperinc.com I can get this taken care of right away instead of drawing this out into a weeks long productionI can be reached M-F at ###-###-#### from am to 2:PM PST or email me please at ***@shopperinc.com .
Thank you

What was stated is true,  although we feel the job was done correctly, we did offer a full refund. A RA number was issued and we wrote up up expecting the bags.  The customer was upset that he had to send the bags back, although if we found a mistake that was made, full...

compensation was offered.   The customer called back a few days later and was upset that he had to pay for the return shipping. We again stated our policies and asked him to send them back. This was the last I heard of this.
We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. The 139 reimburstment was never discussed with myself.
We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept for the return freight. Once I get those I can provice you with a full refund of the 460.00 plus the cost of the return freight.
Please email me at [redacted]@shopperinc.com with this information so I can get this taken care of as fast as I can.
 
Thank you,
 
M[redacted]
Customer Service Manager
[email protected]
###-###-####

We explained what we needed to the owner and he was able to offer a couple of suggestions for products to solve our needs. He further offered a special rate so we could have the opportunity to sample both products. We've had a very good experience so far and should have the products tomorrow!

What was stated is true,  although we feel the job was done correctly, we did offer a full refund. A RA number was issued and we wrote up up expecting the bags.  The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation...

was offered.   The customer called back a few days later and was upset that he had to pay for the return shipping. We again stated our policies and asked him to send them back. This was the last I heard of this.We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. The 139 reimburstment was never discussed with myself.We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept for the return freight. Once I get those I can provice you with a full refund of the 460.00 plus the cost of the return freight.Please email me at [redacted]@shopperinc.com with this information so I can get this taken care of as fast as I can. Thank you, M[redacted]Customer Service [email protected]###-###-####

Complaint: 10143236
I am rejecting this response because it is full of inaccuracies.
 
Customer's items were delivered on 7/7/14 and the delivery receipt was signed without any notes regarding damage. 
I had never worked with this company before and was concerned by the shipping policies listed on the website. When I spoke to customer service rep Mark, he assured me that they stand by there products and anything damaged is immediately replaced. This was important because I ordered glass fixtures for my shop.
 
Furthermore, I was supposed to receive a call before delivery so that myself and my husband could be there to receive the items. There was no call so we were not there when it was delivered. 
My employee was and was forbidden by the driver to open the boxes. He told her he needed a signature that she received them. That is all she did. I went down that evening to find the shelves were broken. We removed the boxes but left the item in the crate untouched as it was received. I sent photos to Mark.
The next day, 7/8/14 we were called in reference to damaged glass shelf in one of the two units that were delivered. On 7/9/14 we emailed the customer regarding some options for replacement, waiting for replacement shelves from manufacturer. 
This is 100% incorrect. I was told by customer service rep Mark, that they could NOT get replacement shelves from China and it would be too difficult for me to install them if if they could. He said I would have to find a glass person to cut new shelves and install them. I was unable to find someone, although I spent a whole afternoon trying to.  Mark, the customer service rep. said he would find someone. I was then given a date and time the glass person would show up. I waited for him. He never showed up. Twice! Please keep in mind, all of this time, I have a very large, very broken fixture in the middle of my store. An eyesore at the very least.
On 7/10/14 we looked for a local glass installer to assist the customer who had refused to wait for the manufacturer to ship the replacement shelves from China. On 7/11/14 - 7/13/14 we attempted to coordinate the local glass installer to visit the customer's shop to replace the broken glass shelf, but the customer was not available often and when given the glass shop's contact info, the customer refused to have the shelf replaced by such a shop. 
This is a complete lie. I have e-mails and taped phone calls to prove it. Below you can see that I did indeed wait to hear from the 1st company. They never called to even schedule an appointment! Mark replied with the 2nd company Fargoe glass. They never showed when they were supposed to. I waited for them twice. 
Also Mark asked me to find a place nearby that I might dispose of the item if it cost them more to pick it up than to just dump it. I jumped through that hoop as well and did some research on that.
    

Jul 10
I did find a Fargoe Glass that is about 5 miles from you.  I just faxed them the specs on the glass and they are letting me know if they carry it
 
He asked me for 24 hours, so If I don’t hear anything today I will check with him in the morning
 
[redacted]
Customer Service Manager
The Shopper Inc.
3987 Heritage Oak Court
Simi Valley, California 93063
###-###-#### xt 121
###-###-#### Fax
 
 
 
 
 
 
I haven't heard from the glass place yet. Let me know if you were able to contact them or not. I am slightly worried that they will not be able to make an exact match to the other shelves. I also just realized we haven't checked the lighting for damage. I'll do that ASAP.
 
I checked into the availability of disposal. And yes, that is an option for us. If that is the cheapest way to deal with it for your company, I am just as happy to order a replacement piece along with the other 2 new pieces I wish to order. 
I hope this all works out quickly. The empty broken fixture is an eyesore for my business.
 
I like what your company has and now that I know how best to order (not off the internet), I think we can make it work. I will also instruct my employee (if I am not present) to NOT sign for delivery until items are inspected regardless of the drivers intimidation.
 
I am in the process of opening a second shop (within the next 6 moths, we are waiting for a space to come available) and we will be needing fixtures for the entire store. So I am looking for a reliable source for the long haul....
 
Thank you again,
[redacted]
 
On 7/14/14 the customer expressed they would rather return the display case with the broken shelf and have us ship a new display case to her as replacement. On 7/16/14 the brand new replacement display case was shipped from our warehouse. On 7/18/14 the replacement item was delivered and an attempt was made to pick up the damaged item. Due to the customer discarding all packaging for the damaged item, the carrier was unable to accept the return shipment. We discussed this issue with the customer and stated that they should use the packaging from the new replacement display case to repackage her damaged item appropriately for shipping. We then rescheduled the pickup of the damaged item for 7/21/14. On 7/21/14 the damaged item was picked up by the carrier and by all sense of professionalism and honor to our policies the matter should have been closed. 
I did not keep the original packaging because the cardboard needed to be torn off. I spoke with Mark while I was away on vacation (he called my husbands cell so all of this talk about not being able to reach me is ridiculous), who said that it needed to be wrapped in exactly the same way. He knew I was on a 3 day vacation. The only one I get in the Summer. In order to rewrap in the exact same way we had to cut our vacation short, come home, BUY appropriate packaging for such a large item. 
However, when the guy finally came to pick it up he REMOVED all the packaging!! He said the company instructed him to take the item to the dump! 
I had every intention of purchasing more items but that was the last and final insult. This whole process from start to finish was 3 weeks and each time Mark came up with a solution that we agreed on, he would go back to his manager and it got changed. Why anyone would treat their customers punitively when the solution is simple, replace the broken item! I jumped through all of their hoops. It cost me a ridiculous amount of time and energy. And I stand by my complaint even more so having seen this response filled with lies. 
And regarding phone calls. They have my home number, my husband's cell phone number, as well as the shop number. They ONLY called the shop number at hours that we were not open (only twice) and then when I returned the calls, they never picked up. UNTIL, I used a friends cell with an unrecognizable number. Then they picked up.
There have been NO phone calls since. NOt on any of these dates they have listed here. I have someone at my business during business hours, I have a machine, AND I can see calls made to the store even when no one picks up and no one leaves a message. More lies.
I want nothing from this company. I purchased the items I was going to order from them from another company. I paid significantly more but it was worth it as their customer service was fabulous and I received my items in tact. I stand by my complaint. I have everything I need to verify what I have said here.
Regards,
[redacted]

Customer's items were delivered on 7/7/14 and the delivery receipt was signed without any notes regarding damage. The next day, 7/8/14 we were called in reference to damaged glass shelf in one of the two units that were delivered. On 7/9/14 we emailed the customer regarding some...

options for replacement, waiting for replacement shelves from manufacturer. On 7/10/14 we looked for a local glass installer to assist the customer who had refused to wait for the manufacturer to ship the replacement shelves from China. On 7/11/14 - 7/13/14 we attempted to coordinate the local glass installer to visit the customer's shop to replace the broken glass shelf, but the customer was not available often and when given the glass shop's contact info, the customer refused to have the shelf replaced by such a shop. On 7/14/14 the customer expressed they would rather return the display case with the broken shelf and have us ship a new display case to her as replacement. On 7/16/14 the brand new replacement display case was shipped from our warehouse. On 7/18/14 the replacement item was delivered and an attempt was made to pick up the damaged item. Due to the customer discarding all packaging for the damaged item, the carrier was unable to accept the return shipment. We discussed this issue with the customer and stated that they should use the packaging from the new replacement display case to repackage her damaged item appropriately for shipping. We then rescheduled the pickup of the damaged item for 7/21/14. On 7/21/14 the damaged item was picked up by the carrier and by all sense of professionalism and honor to our policies the matter should have been closed. There was never any "3 weeks of waiting" as the customer puts it, and from the very first contact we gave our best effort to make the customer whole as quickly and as headache free as possible. We believe having the glass shelf replaced would have been easier that replacing the whole display case, but we honored the customer's decision and gave adequate information on how the process should work. Since 7/21/14 we thought this would be a completed task, but that's when the client decided to file this complaint. We have since 7/21/14 attempted to contact the client regarding her desired settlement, but we have only been able to leave voicemails on 7/25/14 7/28/14 7/29/14 and 7/30/14, at no point has she returned our calls to clarify what additional items she is interested in. Now, presuming the desired items are more of these large display cases, we would consider the desired settlement listed by the customer to be a large loss for us, and we feel we have already extended ourselves enough to make the client whole. It was a larger cost for us to replace the whole item for a broken shelf, than it would've been to have the broken shelf replaced locally. We are open to complying with the conclusion reached by the Revdex.com and look forward to continuing to strive for excellence.

Customer's order was shipped as a 4-box shipment and according to FedEx tracking information all four packages were delivered. The 4th box was not delivered at the same time as the other 3 boxes due to FedEx's own procedures. The next day when the delivery attempt was made for the 4th...

box the customer was not available, so the package was signed for by the neighboring business. Our customer service representative Nir was not aware that he could see which boxes were signed for by which person, so he assumed that the boxes were not packed correctly. When our Customer Service Manager Mark was able to investigate, it was discovered that the package was safely delivered and no items were missing. The customer has stated that the issue is resolved and that no refund is deemed necessary.
Reference FedEx Tracking No: 58[redacted]7

Complaint: 11000008
I am rejecting this response because:
What was stated is true,  although we feel the job was done correctly, we did offer a full refund. 
The print lettering on the bags was inconsistent and off-centered on most every bag - not a professional job and would be uncomfortable handing out to our customers, therefore requested a return (email to follow showing bags).
 
A RA number was issued and we wrote up up expecting the bags.  
Included was the RA numbers on the boxes, as the UPS clerk personally added an additional envelope to include the RA numbers, per my request, and I saw Her taped them to the boxes.
 
The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offered.
My wife and I were upset yes, being that they wouldn't send us a return shipping label. 
We knew this would cost us allot of money to ship back such large boxes (one being roughly 36" by 24") across country, and were uncomfortable paying up front for it - $139.05. 
My wife and I were fearful we would not be reimbursed, being our cost was residential rates, and not what they would have as commercial rates. We did mail them, and since our fear became reality, and have had nothing but issues with Shoppers Inc. with having not followed through on their word in completing a full refund.  
 
  The customer called back a few days later and was upset that he had to pay for the return shipping. We again stated our policies and asked him to send them back. This was the last I heard of this. 
I will provide my most recent emails showing that there was additional communication with another shoppers inc. employee, just prior to, and the reason for us opening up a claim with your company, the Revdex.com. 
 
We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. 
Forwarded email will provide to you emailed Tracking Numbers sent to Shopper Inc. and the Freight receipt was included on the packing boxes, as placed by the UPS shipper.
The 139 reimburstment was never discussed with myself.
This was approved by Natalie, their employee, as will be shown in a forwarded email. They have displayed why it would be prudent to provide the return shipping label, so to avoid all these complications, due to their mis-communications, not reading of their email, just a way for them to claim ignorance in the matter, like we believe Mark is displaying now.
We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept, 
B[redacted], I do have our copy of the shipping receipt, and would like to send it to you, as I do not trust Mark.
I will forward you the UPS Shipping Numbers as well.
B[redacted], I shared this information with 2 separate Shoppers Inc employees. 
 
for the return freight. Once I get those I can provice you with a full refund of the 460.00 plus the cost of the return freight.
Please email me at [redacted]@shopperinc.com with this information so I can get this taken care of as fast as I can.
Regards,
Craig Piazza

I've had 3 online purchases with The Shopper. Each has been exceptional. The products arrived quicker than promised and were exactly as described.
Customer service is prompt and responsive and courteous.
Very helpful, very professional.
This is the exact kind of company you want to do business with.

Review: On 10/28/15 we purchased bags for our retail store, totaling $460.00.

Upon receipt of the bags, we discovered the lettering, stating our business's name on its front side, was printed off center and crooked on most all of the bags.

TSI Store Supplies/The Shoppers inc, agreed to refund the full purchase price and shipping costs for their return, upon receipt of the item.

- (this information is confirmed in an email and we can provide this to the Revdex.com upon request).

The shipping cost was $139.05.

Here is a copy and paste of the email from a TSI, for your initial review.

Ok C[redacted], please ship back all of the bags to the following address

The Shopper Inc

[redacted] Heritage Oak Ct

Simi Valley, Ca 93063

Please include this RA# on the box 8[redacted]70 / IN726164

Once we receive the 500 bags we will refund both your Invoice total and the shipping that you paid to return them

Best,

National Account Manager

The Shopper Inc.

###-###-####

###-###-#### Fax

[redacted]@shopperinc.com

On 12/08/15, UPS states delivery was made, and signed for.

(Dear Revdex.com representative, please request tracking number directly from us, as your system saw these numbers as social security, and not as tracking numbers ?)

Additional email sent:

The cost of Shipping is $139.05 (a copy of the slip will be included on the shipping box)

We have confirmation from previous email that we will receive a complete refund for product and shipping costs.

Please send confirmation email upon receipt of product for the full refund.

Respectfully,

TSI never contacted us when product was received

After being patient, recently, as of yesterday, we called in to ask for our refund to be processed, stating their company had yet process our claim.

They have further delayed the process, with no confirmation to settle the claim.

They further stated they acknowledge we will make a claim with our Credit Card company, and now the Revdex.com.Desired Settlement: We want to receive a complete refund of the purchase of the product, including the shipping costs, as promised by the company representative.

$460.00 for the bags

$139.05 for the shipping return costs

Total being refunded $599.05

Business

Response:

What was stated is true, although we feel the job was done correctly, we did offer a full refund. A RA number was issued and we wrote up up expecting the bags. The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offered. The customer called back a few days later and was upset that he had to pay for the return shipping. We again stated our policies and asked him to send them back. This was the last I heard of this.We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. The 139 reimburstment was never discussed with myself.We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept for the return freight. Once I get those I can provice you with a full refund of the 460.00 plus the cost of the return freight.Please email me at [redacted]@shopperinc.com with this information so I can get this taken care of as fast as I can. Thank you, M[redacted]Customer Service [email protected]###-###-####

Consumer

Response:

Review: 11000008

I am rejecting this response because:What was stated is true, although we feel the job was done correctly, we did offer a full refund. The print lettering on the bags was inconsistent and off-centered on most every bag - not a professional job and would be uncomfortable handing out to our customers, therefore requested a return (email to follow showing bags). A RA number was issued and we wrote up up expecting the bags. Included was the RA numbers on the boxes, as the UPS clerk personally added an additional envelope to include the RA numbers, per my request, and I saw Her taped them to the boxes. The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offered.My wife and I were upset yes, being that they wouldn't send us a return shipping label. We knew this would cost us allot of money to ship back such large boxes (one being roughly 36" by 24") across country, and were uncomfortable paying up front for it - $139.05. My wife and I were fearful we would not be reimbursed, being our cost was residential rates, and not what they would have as commercial rates. We did mail them, and since our fear became reality, and have had nothing but issues with Shoppers Inc. with having not followed through on their word in completing a full refund. The customer called back a few days later and was upset that he had to pay for the return shipping. We again stated our policies and asked him to send them back. This was the last I heard of this. I will provide my most recent emails showing that there was additional communication with another shoppers inc. employee, just prior to, and the reason for us opening up a claim with your company, the Revdex.com. We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. Forwarded email will provide to you emailed Tracking Numbers sent to Shopper Inc. and the Freight receipt was included on the packing boxes, as placed by the UPS shipper.The 139 reimburstment was never discussed with myself.This was approved by Natalie, their employee, as will be shown in a forwarded email. They have displayed why it would be prudent to provide the return shipping label, so to avoid all these complications, due to their mis-communications, not reading of their email, just a way for them to claim ignorance in the matter, like we believe Mark is displaying now.We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept, B[redacted], I do have our copy of the shipping receipt, and would like to send it to you, as I do not trust Mark.I will forward you the UPS Shipping Numbers as well.B[redacted], I shared this information with 2 separate Shoppers Inc employees. for the return freight. Once I get those I can provice you with a full refund of the 460.00 plus the cost of the return freight.Please email me at [redacted]@shopperinc.com with this information so I can get this taken care of as fast as I can.

Regards,

Craig Piazza

Business

Response:

Review: 11000008 I am rejecting this response because:What was stated is true, although we feel the job was done correctly, we did offer a full refund. The print lettering on the bags was inconsistent and off-centered on most every bag - not a professional job and would be uncomfortable handing out to our customers, therefore requested a return (email to follow showing bags).I understand. This is a non issue at this point A RA number was issued and we wrote up up expecting the bags. Included was the RA numbers on the boxes, as the UPS clerk personally added an additional envelope to include the RA numbers, per my request, and I saw Her taped them to the boxes.Thank you The customer was upset that he had to send the bags back, although if we found a mistake that was made, full compensation was offered.My wife and I were upset yes, being that they wouldn't send us a return shipping label. We knew this would cost us allot of money to ship back such large boxes (one being roughly 36" by 24") across country, and were uncomfortable paying up front for it - $139.05. My wife and I were fearful we would not be reimbursed, being our cost was residential rates, and not what they would have as commercial rates. We did mail them, and since our fear became reality, and have had nothing but issues with Shoppers Inc. with having not followed through on their word in completing a full refund. Again, if I had known about this, things would have been handled differently The customer called back a few days later and was upset that he had to pay for the return shipping. We again stated our policies and asked him to send them back. This was the last I heard of this. I will provide my most recent emails showing that there was additional communication with another shoppers inc. employee, just prior to, and the reason for us opening up a claim with your company, the Revdex.com. I have not seen any of this correspondence. N[redacted] is no longer an Employee of ours, so basically your complaint was the first I heard of this matter. When this was brought to my attention via N[redacted] at that time, I went to my boss (the owner of the company) and asked what to do. He told me he was confident in our work and then gave me the steps to which to follow, which I then explained to N[redacted]. We have not been provided any UPS Tracking numbers nor a reciept of the purchase of the freight. Forwarded email will provide to you emailed Tracking Numbers sent to Shopper Inc. and the Freight receipt was included on the packing boxes, as placed by the UPS shipper.Could someone please forward me both of these to me here at [redacted]@shopperinc.com? I am not trying to give you the run around, I just need them for my paperwork please. I can't do anything without them. The 139 reimburstment was never discussed with myself.This was approved by N[redacted], their employee, as will be shown in a forwarded email. They have displayed why it would be prudent to provide the return shipping label, so to avoid all these complications, due to their mis-communications, not reading of their email, just a way for them to claim ignorance in the matter, like we believe [redacted] is displaying now.N[redacted] did not have authorization from myself or my boss to offer that. I do not know where that figure is coming from. Again, until I see the tracking numbers and the receipt for the freight I can't do anything We of course will stand by our work, but we need the return UPS tracking numbers please plus a copy of the reciept, [redacted], I do have our copy of the shipping receipt, and would like to send it to you, as I do not trust [redacted].I will forward you the UPS Shipping Numbers as well.[redacted], I shared this information with 2 separate Shoppers Inc employees. I have no notes anywhere of this being recorded by us. From August till 12/1 of last year there was myself and N[redacted] in customer service, that's it. I am pretty sure we have not spoken to each other at all. Again, I am not trying to be harsh here, but my job requires facts to be logged so reference can be made and I have absolutley nothing. I understand you do not trust us, I really do. I am not here saying this will go unresolved. I have in fact the ok to issue this refund at any time, but the freight charges have to be documented and the tracking numbers for the return do as well. If N[redacted] went behind my back here and offered you something other than what I am stating, I need to please see that as well. Again if someone could please email me at [redacted]@shopperinc.com I can get this taken care of right away instead of drawing this out into a weeks long production.I can be reached M-F at ###-###-#### from 6 am to 2:30 PM PST or email me please at [redacted]@shopperinc.com . Thank you

Review: I was gong to make a purchase on line and read the shipping policies for this company that said "we are not responsible for goods that arrive damaged" I spoke with a customer service rep, named [redacted] who said that is NOT their policy and he'd been working there for many years. When I pointed him to the comment on line, he said he would have it removed and I had his personal guarantee that any items damaged in shipping would be immediately replaced. This is important because I was ordering fully assembled glass fixtures.One item came intact. One item arrived with multiple broken shelves. Hundreds of broken pieces of glass. I called right away to have the item replaced but waited almost a whole week before receiving a call back. I was told the shelves could not be replaced because the item came from China and they had no replacement shelves. I was offered multiple options including finding a local glass worker to cut and replace the shelves, etc. I have all of the e-mails confirming my experience. After 3 weeks having a broken item in my shop and no replacement, the company finally agreed to replace the unit and pick up the broken one (after I said I was frustrated enough to write a negative review about the companies lack of follow through on promised services). When they agreed to replace it, I was still willing to order several more items from them. However, on the 3rd week after the original purchase (when they finally agreed to pick it up) I was told that they would not pick it up unless we had it packaged in a shippable manner (this is a 6' item which we had no boxes to accommodate). Soshipping it back was again delayed as my husband had to purchase appropriate shipping material to send it back. Today, Monday July 21 (3wks from purchase) the person picking up the item removed all of the packing material that my husband meticulously put together and paid for and said the company is having them take it to the dump so packing was unnecessary! This experience was exhausting and frustrating.Desired Settlement: I am only sorry that these people did not stand by their promises. I would have bought more items from them but would rather pay more elsewhere then deal with the incompetence and lack of customer service. The only time my phone calls were answered was when I hid my phone number. Also, they will not let you speak with the owner. If they wish to send me the 3 additional pieces I wanted to purchase with no shipping charges, I would consider that an attempt to make up for all of our time and cost.

Business

Response:

Customer's items were delivered on 7/7/14 and the delivery receipt was signed without any notes regarding damage. The next day, 7/8/14 we were called in reference to damaged glass shelf in one of the two units that were delivered. On 7/9/14 we emailed the customer regarding some options for replacement, waiting for replacement shelves from manufacturer. On 7/10/14 we looked for a local glass installer to assist the customer who had refused to wait for the manufacturer to ship the replacement shelves from China. On 7/11/14 - 7/13/14 we attempted to coordinate the local glass installer to visit the customer's shop to replace the broken glass shelf, but the customer was not available often and when given the glass shop's contact info, the customer refused to have the shelf replaced by such a shop. On 7/14/14 the customer expressed they would rather return the display case with the broken shelf and have us ship a new display case to her as replacement. On 7/16/14 the brand new replacement display case was shipped from our warehouse. On 7/18/14 the replacement item was delivered and an attempt was made to pick up the damaged item. Due to the customer discarding all packaging for the damaged item, the carrier was unable to accept the return shipment. We discussed this issue with the customer and stated that they should use the packaging from the new replacement display case to repackage her damaged item appropriately for shipping. We then rescheduled the pickup of the damaged item for 7/21/14. On 7/21/14 the damaged item was picked up by the carrier and by all sense of professionalism and honor to our policies the matter should have been closed. There was never any "3 weeks of waiting" as the customer puts it, and from the very first contact we gave our best effort to make the customer whole as quickly and as headache free as possible. We believe having the glass shelf replaced would have been easier that replacing the whole display case, but we honored the customer's decision and gave adequate information on how the process should work. Since 7/21/14 we thought this would be a completed task, but that's when the client decided to file this complaint. We have since 7/21/14 attempted to contact the client regarding her desired settlement, but we have only been able to leave voicemails on 7/25/14 7/28/14 7/29/14 and 7/30/14, at no point has she returned our calls to clarify what additional items she is interested in. Now, presuming the desired items are more of these large display cases, we would consider the desired settlement listed by the customer to be a large loss for us, and we feel we have already extended ourselves enough to make the client whole. It was a larger cost for us to replace the whole item for a broken shelf, than it would've been to have the broken shelf replaced locally. We are open to complying with the conclusion reached by the Revdex.com and look forward to continuing to strive for excellence.

Consumer

Response:

Review: 10143236

I am rejecting this response because it is full of inaccuracies.

Review: Placed an order with TSI Store Supplies aka The Shopper Inc. on June 10th. Actually I went on their website to place an order, clicked to chat with a live rep online and they told me to call them directly because the prices in the catalog I had in hand and the prices on their website were different. I called and spoke to Nir, who apparently seem to be the only person who works there. He took my order, and then when we were done said he couldn't process the order because his manager wasn't there and his manager had to approve the order and calculate shipping because he couldn't. Ok, no problem. I then received the call the next day telling me what my costs were and that the items would be shipped. Great. I receive the order June 17th. Was unable to open everything until the 18th. Opened my boxes and noticed several things missing. I call again, and again speak to Nir. He informs me his manager is not in and that he has to check with his manager and would call me back the next day, which again is pretty annoying but ok. No call all day, I call them back the afternoon of the 19th to see what happened and I need my items. Nir again answers, and says his manager is not there and that he has to AGAIN wait till tomorrow to get me an answer. He was extremely rude. I did however make the comment that I wasn't sure what his customer service role was there since he cannot take an order, check on the status of an order, or track a package without his managers help or approval. I have yet to receive my order or even an explanation of what is going on with my order.Desired Settlement: Refund of my items, or replacement of my items asap!!

Business

Response:

Customer's order was shipped as a 4-box shipment and according to FedEx tracking information all four packages were delivered. The 4th box was not delivered at the same time as the other 3 boxes due to FedEx's own procedures. The next day when the delivery attempt was made for the 4th box the customer was not available, so the package was signed for by the neighboring business. Our customer service representative Nir was not aware that he could see which boxes were signed for by which person, so he assumed that the boxes were not packed correctly. When our Customer Service Manager Mark was able to investigate, it was discovered that the package was safely delivered and no items were missing. The customer has stated that the issue is resolved and that no refund is deemed necessary.

Reference FedEx Tracking No: 58[redacted]7