Thread Logic

The customer placed an order with us via our website on 12/31/and provided a shipping address of [redacted] El Paso, TX (we have documents from the order showing this address) We completed the order and shipped it on 1/15/to the address she provided The customer contacted us on or about March 22, to inform us she had not received the package Upon further investigation we discovered the address the customer provided us was incorrect It should have been [redacted] **, El Paso, TX and not [redacted] During the order process, we sent the customer an order confirmation so they could make sure we had all of the correct product and shipping information on the order Because of a number of changes to the order after the initial order, this customer received at least order confirmations all showing the incorrect ( [redacted] **) address The customer had opportunities to inform us the address was incorrect and yet we did not receive that information in order to correct itWorking with UPS, we discovered the UPS Driver noticed the address on the package did not existSomeone at UPS (not sure if it was the driver or someone else) found what they believed as a previous address in their database associated with this business ( [redacted] **, El Paso, TX They forwarded the package to that address It was signed for by someone named [redacted] on 1/22/While the address where the package was left (S Stanton) is what UPS believed to be a past address of the business, it was not the current location At that time, a person working for the company at that address ( [redacted] ) noticed a phone number on the shipping label for the receiver He called it, confirming the name of the business is the same as the label, and told whomever answered the phone that he had a package for them delivered to his business in error The person who answered the phone said they would send someone to pick it up-which they did(This information was obtained by us talking to the person who got the package and called the company.) The customer claims no one at her business received that call or picked up the packageIt is at this point the package has become lostAs the shipper, we can file a claim with UPS for compensation of the lost package The most UPS will reimburse the shipper in this case is $ We have filed a claim with UPS but have not received any payment from UPS as of today (4/1/16) All of that can be confirmed by UPSThe retail value of the shipment was $ As the shipper, we have an option to purchase insurance from UPS that would cover higher value shipments We did not do that in this case and frankly do not do that for any of our shipmentsSo the most UPS will reimburse us for the package is $ We have communicated (and have documentation) to the customer we would forward that $to her if UPS agrees to pay itYes, we have done previous orders for this customer and had no problem shipping goods to them There was no reason to question the different address on this order Our customers often provide different shipping addresses on different orders We just followed the customer’s directions in this caseOur position is that we did what the customer asked in terms of sending the package to the address they provided Once it leaves our door, we are not responsible for what UPS may do with the packageTherefore we should not be responsible for replacing or reimbursing the customer for the lost productWe have not avoided trying to work with the customer in this situation We have returned emails and phone calls promptly (which we can document) since finding out about this situationWe have spent a great deal of time working with the customer and UPS to try and find some kind of resolutionJeff [redacted] -Owner, Thread Logic

Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ The customer has a received a full refund of the $It was processed on 11/25/The charge was made in error Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ The customer indicated that he/she accepted the business response

Initial Business Response /* (1000, 5, 2015/11/27) */
The customer has a received a full refund of the $40. It was processed on 11/25/15. The charge was made in error.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
The customer indicated that he/she accepted the business response.

The customer placed an order with us via our website on 12/31/15 and provided a shipping address of [redacted] El Paso, TX.  (we have documents from the order showing this address)  We completed the order and shipped it on 1/15/16 to the address she provided.  The customer...

contacted us on or about March 22, 2016 to inform us she had not received the package.  Upon further investigation we discovered the address the customer provided us was incorrect.  It should have been [redacted], El Paso, TX and not [redacted] During the order process, we sent the customer an order confirmation so they could make sure we had all of the correct product and shipping information on the order.  Because of a number of changes to the order after the initial order, this customer received at least 3 order confirmations all showing the incorrect ([redacted]) address.  The customer had opportunities to inform us the address was incorrect and yet we did not receive that information in order to correct it. Working with UPS, we discovered the UPS Driver noticed the address on the package did not exist. Someone at UPS (not sure if it was the driver or someone else) found what they believed as a previous address in their database associated with this business ([redacted], El Paso, TX.  They forwarded the package to that address.  It was signed for by someone named [redacted] on 1/22/16. While the address where the package was left (2820 S Stanton) is what UPS believed to be a past address of the business, it was not the current location.  At that time, a person working for the company at that address ([redacted]) noticed a phone number on the shipping label for the receiver.  He called it, confirming the name of the business is the same as the label, and told whomever answered the phone that he had a package for them delivered to his business in error.  The person who answered the phone said they would send someone to pick it up-which they did. (This information was obtained by us talking to the person who got the package and called the company.) The customer claims no one at her business received that call or picked up the package. It is at this point the package has become lost. As the shipper, we can file a claim with UPS for compensation of the lost package.  The most UPS will reimburse the shipper in this case is $100.  We have filed a claim with UPS but have not received any payment from UPS as of today (4/1/16).  All of that can be confirmed by UPS. The retail value of the shipment was $1979.12.  As the shipper, we have an option to purchase insurance from UPS that would cover higher value shipments.  We did not do that in this case and frankly do not do that for any of our shipments. So the most UPS will reimburse us for the package is $100.  We have communicated (and have documentation) to the customer we would forward that $100 to her if UPS agrees to pay it. Yes, we have done previous orders for this customer and had no problem shipping goods to them.  There was no reason to question the different address on this order.  Our customers often provide different shipping addresses on different orders.  We just followed the customer’s directions in this case. Our position is that we did what the customer asked in terms of sending the package to the address they provided.  Once it leaves our door, we are not responsible for what UPS may do with the package. Therefore we should not be responsible for replacing or reimbursing the customer for the lost product. We have not avoided trying to work with the customer in this situation.  We have returned emails and phone calls promptly (which we can document) since finding out about this situation. We have spent a great deal of time working with the customer and UPS to try and find some kind of resolution. Jeff [redacted]-Owner, Thread Logic