The Smithsonian Institution/Catalogue

I believe that the explanation I sent to [redacted] specifies on how this works on the web We have some jewelry items that are sold as "sets" (such as a necklace, bracelet and earrings) there is one item number and no additional drop down to choose between the three Other jewelry items are sold as "each" so the customer has a choice, as was the case with [redacted] ***'s order The website showed the item number with necklace and earrings, he had to choose one or the other (each is priced separately) or check the box for the earrings and the necklace separately in order to make it a "set" He chose the necklace and he was charged for the necklace I do understand that it says necklace and earrings but it still remains a clear choice as to which is purchased We have offered to pick up the necklace [redacted] purchased and to credit his account in fullIf you have any further questions, please feel free to contact me.Karin *P***Customer Service Coordinator

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

From: P***, Karin< [redacted] @si.edu>Date: Tue, Aug 25, at 10:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #10775414.To: "[email protected]" Attn: [redacted] Sorry, I could not figure out where I could respond on the actual file, here is our response We will grant this customer a one time courtesy and are sending the earrings via [redacted] 2nd day A signature will be required upon delivery Thanks! Karin

I do not accept the response from Smithsonian Store, because what was put in my cart and what my confirmation said was necklace AND earrings, as you can see from the attachmentsWho would think that they were only going to receive just a necklace?

I believe that the explanation I sent to *** *** specifies on how this works on the web. We have some jewelry items that are sold as "sets" (such as a necklace, bracelet and earrings) there is one item number and no additional drop down to choose between the three.
Other jewelry items are sold as "each" so the customer has a choice, as was the case with *** ***'s order. The website showed the item number with necklace and earrings, he had to choose one or the other (each is priced separately) or check the box for the earrings and the necklace separately in order to make it a "set". He chose the necklace and he was charged for the necklace. I do understand that it says necklace and earrings but it still remains a clear choice as to which is purchased. We have offered to pick up the necklace *** *** purchased and to credit his account in fullIf you have any further questions, please feel free to contact meKarin *P***
Customer Service Coordinator

From: P***, KarinDate: Tue, Aug 25, at 10:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #10775414.To: "[email protected]" Attn: *** Sorry, I could not figure out where I could respond on the actual file, here is our response We will grant this customer a one time courtesy and are sending the earrings via *** 2nd day. A signature will be required upon delivery. Thanks! Karin

Thank you for your decisionI will consider the matter closed upon receipt of the earrings
I am a 60-something year old man that is perhaps not the most savvy online shopper and I rely on the literal meaning of what appears on an invoiceI am all the wiser for this experience
Thank you, *** ***

I believe that the explanation I sent to [redacted] specifies on how this works on the web.  We have some jewelry items that are sold as "sets" (such as a necklace, bracelet and earrings) there is one item number and no additional drop down to choose between the three.  Other jewelry items...

are sold as "each" so the customer has a choice, as was the case with [redacted]'s order.  The website showed the item number with necklace and earrings, he had to choose one or the other (each is priced separately) or check the box for the earrings and the necklace separately in order to make it a "set".  He chose the necklace and he was charged for the necklace.  I do understand that it says necklace and earrings but it still remains a clear choice as to which is purchased.  We have offered to pick up the necklace [redacted] purchased and to credit his account in full. If you have any further questions, please feel free to contact me.Karin *. P[redacted]Customer Service Coordinator

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have changed our computer program and had this "glitch" where the initial authorization of the card, which generally drops off when shipment is made did not drop off.  The IT folks are working on it and we are supposed to see the fix today.  However, in the interim we are having ...

an IT manager manually remove the pending charge.  I will send [redacted] a note of apology.  We had nothing to gain by keeping the charge on the books, however, I do understand her frustration! Karin

I do not accept the response from Smithsonian Store, because what was put in my cart and what my confirmation said was necklace AND earrings, as you can see from the attachments. Who would think that they were only going to receive just a necklace?

From: P[redacted], Karin<[redacted]@si.edu>Date: Tue, Aug 25, 2015 at 10:32 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #10775414.To: "[email protected]" <[email protected]>
Attn:  [redacted]
 
Sorry, I could not figure out where I could respond on the actual file, here is our response
 
We will grant this customer a one time courtesy and are sending the earrings via [redacted] 2nd day.  A signature will be required upon delivery. 
 
Thanks!
 
Karin