Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We apologize that you had so much trouble with USPSWe only have the tracking information to go off of when shipping an itemWe did confirm with the post office and they did claim that they in fact delivered the item to your addressBy the time we had received this information from the post office you had already contacted Amazon and opened up an AtoZ claim with AmazonOnce that is done we are required as a third party seller to abide by their guidelines when a buyer files a claim against usWe did in fact explain this in our last few emails to youWe also looked into your claim that we were very rude and called you a liarAmazon also tracks and can view all emailsWe are not showing anywhere that any of our representatives behaved in a poor manner or made any accusations We did look up the status of your Amazon claim and we are showing that Amazon did already process your refund of $which was a full refund at our request several days agoPlease check your Amazon account as we show it as completedRegarding packages that show delivered and the buyer claims non receipt we have to abide by the procedures that Amazon puts in place and it appears they were followed in this caseHowever, we apologize that you feel you have had a bad experience with our companyWe always go above and beyond to assist our customers in any wayThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pretty much calling me a liar in other wordsPlease read the email thread belowI told you I never received the item even though they say they delivered it and you still came back with again that they say it was delivered after investigationAlso why if there was really an investigation did no one from USPS contact me about it as you stated they would? Why would I be asking where my order was if I got it? Duh! I just wanted the hat that I orderedI was not asking for two of them or even one without payingA good idea would have been to mail out a replacementI needed that hat for a party this coming weekend which is a wash now We spoke with your carrier this past Monday and they confirm the package was delivered to the address on the orderThey stated the package was delivered the package on Sept22nd around 11am September 22, , 11:am Delivered [redacted] Thank you, [redacted] Customer Care Specialist TOYNK [redacted] , [redacted] Phone: XXX-XXX-XXXX option [redacted] Original Message It has been days since you sent me the last email stating there would be an investigation and someone from the post office would contact meNo one has contacted me at allI needed that hat for a party this Saturday and now I have nothing! This is very irritatingYou could have at least sent out another oneThis is a lost cause as of now From: e-mail address removed To: e-mail address removed Subject: RE: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX) [redacted] XXXXXX- Date: Wed, Sep 11:07:- Please do! This is the correct addressWe have a different delivery person every dayI guess they will know which one they sent that day Thank you, [redacted] Date: Wed, Sep 16:04:+ From: e-mail address removed To: e-mail address removed Subject: Re: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX) TNK: XXXXXX- Your tracking number XXXXXXXXXXXXXXXXXXXXXX with USPS states your post office delivered the package on Sept22nd September 22, , 11:am Delivered [redacted] We will contact the carrier and open an investigation into the matter asapThe carrier will contact you directly to take your statementThe carrier will also interview the local driver who is maintaining they delivered the item to youCan you please confirm that we have the correct address with no missing information? [redacted] This investigation will take approximately 7-business days for the carrier to completeWe apologize on their behalf Thank you [redacted] Phone: [redacted] Final Business Response / [redacted] (4000, 9, 2014/10/02) */ We apologize that you took it that way, we in no way feel that you are lying, nor would we intentionally ever accuse a buyer of lyingUnder Amazon guidelines, if a buyer claims non-receipt of an item that shows delivered our customer service reps are instructed to provide the delivery information to the buyer and open a USPS investigationThat is why the customer service rep responded with the delivery information because Amazon tracks all emails and they need to see that we provided you with that information on this orderIf we called our customers liars we would immediately be kicked off of AmazonWe again apologize you did not have a good experienceThis order was already refunded in full several days agoThank you
Hello, We are showing that this item was returned to our location. It arrived back to our warehouse worn and heavily used. It had stains on it and did have a smell to it. We promptly emailed you to notify you that it did not adhere to the return policy that costumes cannot be worn and returned....
After discussing this with you, we advised you to contact [redacted] as they will cover the cost of the return even though it did not adhere to our policy and was worn. You purchased this from [redacted] and we are showing that you contacted them and [redacted] already refunded the purchase. There is nothing more that can be done from our end, the order was refunded in full. Please contact [redacted] directly if you need further assistance with your purchase from them. Thank you
Hello, We promptly responded to all of your emails within 24 hours. We did not receive any phone calls or voicemails from you at all. You waited nearly 4 months to email us regarding the return. Our policy clearly states that costumes cannot be used or worn. Our policy also states that masks are non...
returnable items for any reason. We would've however made an exception to the "all sales final on masks" if you had returned the item new and unworn. The item was sent back to us with all retail packaging missing and the mask was clearly heavily worn and used. You at no time contacted us upon receipt of the order or many months later to state that you had received this item in a damaged manner or we would've refunded or replaced the item immediately. We are a reputable company. If we had a resellable item to refund we would have. At this time, the return did not adhere to the policy and was used, worn and had no original retail packaging and masks are non returnable, all sales final regardless. Thank you
Complaint: [redacted]
Yes, I have read the thousands of complaints against your company... it is always the same excuses... if it is a costume, you will not refund due to it "being covered in animal hair", and if it is a mask you do not refund because it "smells heavily of cigarette smoke". You're all scam practitioners. That is fine if you do not respond to me anymore, for I know what you truly are now, and I know I am telling the truth. You sent me a used item and had no intention of ever offering me any type of customer service on my order. You only sent me a return label so you could get my item back and resell it while you accused me of using it and lying about the packaging. I know I am in the right on this and my conscience is clear. I am not the liar here, you are. One day the lot of you will get what is coming to you. You are all liars and thieves who operate on a "prove it or lose it" method, and eventually this will be your demise as a business. As I said before, if I lived in Illinois I would take you to small claims court and I would win. However, since I do not live in your state, congratulations, you successfully robbed me of 63 dollars. I will recover some of it in the class-action lawsuit that inevitably will be filed against you criminals.
Initial Business Response /* (1000, 5, 2014/10/01) */
We apologize that you had so much trouble with USPS. We only have the tracking information to go off of when shipping an item. We did confirm with the post office and they did claim that they in fact delivered the item to your address. By the...
time we had received this information from the post office you had already contacted Amazon and opened up an AtoZ claim with Amazon. Once that is done we are required as a third party seller to abide by their guidelines when a buyer files a claim against us. We did in fact explain this in our last few emails to you. We also looked into your claim that we were very rude and called you a liar. Amazon also tracks and can view all emails. We are not showing anywhere that any of our representatives behaved in a poor manner or made any accusations.
We did look up the status of your Amazon claim and we are showing that Amazon did already process your refund of $4.75 which was a full refund at our request several days ago. Please check your Amazon account as we show it as completed. Regarding packages that show delivered and the buyer claims non receipt we have to abide by the procedures that Amazon puts in place and it appears they were followed in this case. However, we apologize that you feel you have had a bad experience with our company. We always go above and beyond to assist our customers in any way. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pretty much calling me a liar in other words. Please read the email thread below. I told you I never received the item even though they say they delivered it and you still came back with again that they say it was delivered after investigation. Also why if there was really an investigation did no one from USPS contact me about it as you stated they would? Why would I be asking where my order was if I got it? Duh! I just wanted the hat that I ordered. I was not asking for two of them or even one without paying. A good idea would have been to mail out a replacement. I needed that hat for a party this coming weekend which is a wash now.
We spoke with your carrier this past Monday and they confirm the package was delivered to the address on the order. They stated the package was delivered the package on Sept. 22nd around 11am.
September 22, 2014 , 11:00 am
Delivered
[redacted]
Thank you,
[redacted]
Customer Care Specialist
TOYNK
[redacted]
Phone: XXX-XXX-XXXX option **
Original Message
It has been 7 days since you sent me the last email stating there would be an investigation and someone from the post office would contact me. No one has contacted me at all. I needed that hat for a party this Saturday and now I have nothing! This is very irritating. You could have at least sent out another one. This is a lost cause as of now.
From: e-mail address removed
To: e-mail address removed
Subject: RE: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX)[redacted] XXXXXX-
Date: Wed, 24 Sep 2014 11:07:38 -0500
Please do! This is the correct address. We have a different delivery person every day. I guess they will know which one they sent that day.
Thank you,
[redacted]
Date: Wed, 24 Sep 2014 16:04:30 +0000
From: e-mail address removed
To: e-mail address removed
Subject: Re: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX) TNK: XXXXXX-
Your tracking number XXXXXXXXXXXXXXXXXXXXXX with USPS states your post office delivered the package on Sept. 22nd.
September 22, 2014 , 11:00 am
Delivered
[redacted]
We will contact the carrier and open an investigation into the matter asap. The carrier will contact you directly to take your statement. The carrier will also interview the local driver who is maintaining they delivered the item to you. Can you please confirm that we have the correct address with no missing information?
[redacted]
This investigation will take approximately 7-10 business days for the carrier to complete. We apologize on their behalf.
Thank you
[redacted]
Phone: [redacted]
Final Business Response /* (4000, 9, 2014/10/02) */
We apologize that you took it that way, we in no way feel that you are lying, nor would we intentionally ever accuse a buyer of lying. Under Amazon guidelines, if a buyer claims non-receipt of an item that shows delivered our customer service reps are instructed to provide the delivery information to the buyer and open a USPS investigation. That is why the customer service rep responded with the delivery information because Amazon tracks all emails and they need to see that we provided you with that information on this order. If we called our customers liars we would immediately be kicked off of Amazon. We again apologize you did not have a good experience. This order was already refunded in full several days ago. Thank you
Complaint: [redacted]
I am rejecting this response because:I never received an email from your company after you received the costume back. I check my email multiple times a day, and I checked my spam folder as well. The only email that I received from you was on October 8, stating: "We are contacting you to ensure that your expectations were met for your order with us. Our goal is for you to be completely satisfied with this transaction. If this is not the case, we would appreciate it if you would give us a chance to address your concerns before leaving feedback. Please contact us directly via email or phone to resolve and issue. Thank you, Toynk Customer Care Team".I have not received a refund from [redacted] I did contact them immediately after you denied my refund. They said that third party return policies are not covered under their A to Z Guarantee. They in fact closed my claim statin that their A to Z Guarantee "Does not supplement or replace a seller's returns policy. [redacted] Account Specialist"I can only believe that you have my return confused with someone else's, because my son had the costume on for only a few minutes, long enough for us to realize that it was too small. The costume was in perfect condition when I, myself, packaged it up for return. I would not be going through all this trouble for $36 if I wasn't absolutely positive that the costume was not stained and did not have a smell when I put it back in the package.
Sincerely,
[redacted]
Hello, [redacted] covers all third party seller refunds. The AtoZ claim information can be found clearly on [redacted]com which it does state it is covered. In addition, we did contact [redacted] directly and they confirmed the refund. [redacted] also has the ability to track email communication between sellers and buyers and they can also confirm an email was sent to your [redacted] email account. Please contact [redacted] directly if you need further clarification please contact [redacted] directly as the AtoZ claim has been resolved. [redacted] Thank you
Yes, correct we received it back and it did not adhere to the stated return policy on the packing slip and on our website. It was used and covered in some sort of animal hair. This item could not be resold in this condition. The return and the package was refused and returned back to you, the buyer....
It was an unacceptable return and that is why no refund was issued and costume returned. Thank you
Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ We apologize that you had so much trouble with USPSWe only have the tracking information to go off of when shipping an itemWe did confirm with the post office and they did claim that they in fact delivered the item to your addressBy the time we had received this information from the post office you had already contacted Amazon and opened up an AtoZ claim with AmazonOnce that is done we are required as a third party seller to abide by their guidelines when a buyer files a claim against usWe did in fact explain this in our last few emails to youWe also looked into your claim that we were very rude and called you a liarAmazon also tracks and can view all emailsWe are not showing anywhere that any of our representatives behaved in a poor manner or made any accusations We did look up the status of your Amazon claim and we are showing that Amazon did already process your refund of $which was a full refund at our request several days agoPlease check your Amazon account as we show it as completedRegarding packages that show delivered and the buyer claims non receipt we have to abide by the procedures that Amazon puts in place and it appears they were followed in this caseHowever, we apologize that you feel you have had a bad experience with our companyWe always go above and beyond to assist our customers in any wayThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pretty much calling me a liar in other wordsPlease read the email thread belowI told you I never received the item even though they say they delivered it and you still came back with again that they say it was delivered after investigationAlso why if there was really an investigation did no one from USPS contact me about it as you stated they would? Why would I be asking where my order was if I got it? Duh! I just wanted the hat that I orderedI was not asking for two of them or even one without payingA good idea would have been to mail out a replacementI needed that hat for a party this coming weekend which is a wash now We spoke with your carrier this past Monday and they confirm the package was delivered to the address on the orderThey stated the package was delivered the package on Sept22nd around 11am September 22, , 11:am Delivered [redacted] Thank you, [redacted] Customer Care Specialist TOYNK [redacted] , [redacted] Phone: XXX-XXX-XXXX option [redacted] Original Message It has been days since you sent me the last email stating there would be an investigation and someone from the post office would contact meNo one has contacted me at allI needed that hat for a party this Saturday and now I have nothing! This is very irritatingYou could have at least sent out another oneThis is a lost cause as of now From: e-mail address removed To: e-mail address removed Subject: RE: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX) [redacted] XXXXXX- Date: Wed, Sep 11:07:- Please do! This is the correct addressWe have a different delivery person every dayI guess they will know which one they sent that day Thank you, [redacted] Date: Wed, Sep 16:04:+ From: e-mail address removed To: e-mail address removed Subject: Re: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX) TNK: XXXXXX- Your tracking number XXXXXXXXXXXXXXXXXXXXXX with USPS states your post office delivered the package on Sept22nd September 22, , 11:am Delivered [redacted] We will contact the carrier and open an investigation into the matter asapThe carrier will contact you directly to take your statementThe carrier will also interview the local driver who is maintaining they delivered the item to youCan you please confirm that we have the correct address with no missing information? [redacted] This investigation will take approximately 7-business days for the carrier to completeWe apologize on their behalf Thank you [redacted] Phone: [redacted] Final Business Response / [redacted] (4000, 9, 2014/10/02) */ We apologize that you took it that way, we in no way feel that you are lying, nor would we intentionally ever accuse a buyer of lyingUnder Amazon guidelines, if a buyer claims non-receipt of an item that shows delivered our customer service reps are instructed to provide the delivery information to the buyer and open a USPS investigationThat is why the customer service rep responded with the delivery information because Amazon tracks all emails and they need to see that we provided you with that information on this orderIf we called our customers liars we would immediately be kicked off of AmazonWe again apologize you did not have a good experienceThis order was already refunded in full several days agoThank you
Hello, We are showing that this item was returned to our location. It arrived back to our warehouse worn and heavily used. It had stains on it and did have a smell to it. We promptly emailed you to notify you that it did not adhere to the return policy that costumes cannot be worn and returned....
After discussing this with you, we advised you to contact [redacted] as they will cover the cost of the return even though it did not adhere to our policy and was worn. You purchased this from [redacted] and we are showing that you contacted them and [redacted] already refunded the purchase. There is nothing more that can be done from our end, the order was refunded in full. Please contact [redacted] directly if you need further assistance with your purchase from them. Thank you
Hello, We promptly responded to all of your emails within 24 hours. We did not receive any phone calls or voicemails from you at all. You waited nearly 4 months to email us regarding the return. Our policy clearly states that costumes cannot be used or worn. Our policy also states that masks are non...
returnable items for any reason. We would've however made an exception to the "all sales final on masks" if you had returned the item new and unworn. The item was sent back to us with all retail packaging missing and the mask was clearly heavily worn and used. You at no time contacted us upon receipt of the order or many months later to state that you had received this item in a damaged manner or we would've refunded or replaced the item immediately. We are a reputable company. If we had a resellable item to refund we would have. At this time, the return did not adhere to the policy and was used, worn and had no original retail packaging and masks are non returnable, all sales final regardless. Thank you
Complaint: [redacted]
Yes, I have read the thousands of complaints against your company... it is always the same excuses... if it is a costume, you will not refund due to it "being covered in animal hair", and if it is a mask you do not refund because it "smells heavily of cigarette smoke". You're all scam practitioners. That is fine if you do not respond to me anymore, for I know what you truly are now, and I know I am telling the truth. You sent me a used item and had no intention of ever offering me any type of customer service on my order. You only sent me a return label so you could get my item back and resell it while you accused me of using it and lying about the packaging. I know I am in the right on this and my conscience is clear. I am not the liar here, you are. One day the lot of you will get what is coming to you. You are all liars and thieves who operate on a "prove it or lose it" method, and eventually this will be your demise as a business. As I said before, if I lived in Illinois I would take you to small claims court and I would win. However, since I do not live in your state, congratulations, you successfully robbed me of 63 dollars. I will recover some of it in the class-action lawsuit that inevitably will be filed against you criminals.
Initial Business Response /* (1000, 5, 2014/10/01) */
We apologize that you had so much trouble with USPS. We only have the tracking information to go off of when shipping an item. We did confirm with the post office and they did claim that they in fact delivered the item to your address. By the...
time we had received this information from the post office you had already contacted Amazon and opened up an AtoZ claim with Amazon. Once that is done we are required as a third party seller to abide by their guidelines when a buyer files a claim against us. We did in fact explain this in our last few emails to you. We also looked into your claim that we were very rude and called you a liar. Amazon also tracks and can view all emails. We are not showing anywhere that any of our representatives behaved in a poor manner or made any accusations.
We did look up the status of your Amazon claim and we are showing that Amazon did already process your refund of $4.75 which was a full refund at our request several days ago. Please check your Amazon account as we show it as completed. Regarding packages that show delivered and the buyer claims non receipt we have to abide by the procedures that Amazon puts in place and it appears they were followed in this case. However, we apologize that you feel you have had a bad experience with our company. We always go above and beyond to assist our customers in any way. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pretty much calling me a liar in other words. Please read the email thread below. I told you I never received the item even though they say they delivered it and you still came back with again that they say it was delivered after investigation. Also why if there was really an investigation did no one from USPS contact me about it as you stated they would? Why would I be asking where my order was if I got it? Duh! I just wanted the hat that I ordered. I was not asking for two of them or even one without paying. A good idea would have been to mail out a replacement. I needed that hat for a party this coming weekend which is a wash now.
We spoke with your carrier this past Monday and they confirm the package was delivered to the address on the order. They stated the package was delivered the package on Sept. 22nd around 11am.
September 22, 2014 , 11:00 am
Delivered
[redacted]
Thank you,
[redacted]
Customer Care Specialist
TOYNK
[redacted]
Phone: XXX-XXX-XXXX option **
Original Message
It has been 7 days since you sent me the last email stating there would be an investigation and someone from the post office would contact me. No one has contacted me at all. I needed that hat for a party this Saturday and now I have nothing! This is very irritating. You could have at least sent out another one. This is a lost cause as of now.
From: e-mail address removed
To: e-mail address removed
Subject: RE: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX)[redacted] XXXXXX-
Date: Wed, 24 Sep 2014 11:07:38 -0500
Please do! This is the correct address. We have a different delivery person every day. I guess they will know which one they sent that day.
Thank you,
[redacted]
Date: Wed, 24 Sep 2014 16:04:30 +0000
From: e-mail address removed
To: e-mail address removed
Subject: Re: Order delivery inquiry from Amazon customer [redacted] (Order: XXX-XXXXXXX-XXXXXXX) TNK: XXXXXX-
Your tracking number XXXXXXXXXXXXXXXXXXXXXX with USPS states your post office delivered the package on Sept. 22nd.
September 22, 2014 , 11:00 am
Delivered
[redacted]
We will contact the carrier and open an investigation into the matter asap. The carrier will contact you directly to take your statement. The carrier will also interview the local driver who is maintaining they delivered the item to you. Can you please confirm that we have the correct address with no missing information?
[redacted]
This investigation will take approximately 7-10 business days for the carrier to complete. We apologize on their behalf.
Thank you
[redacted]
Phone: [redacted]
Final Business Response /* (4000, 9, 2014/10/02) */
We apologize that you took it that way, we in no way feel that you are lying, nor would we intentionally ever accuse a buyer of lying. Under Amazon guidelines, if a buyer claims non-receipt of an item that shows delivered our customer service reps are instructed to provide the delivery information to the buyer and open a USPS investigation. That is why the customer service rep responded with the delivery information because Amazon tracks all emails and they need to see that we provided you with that information on this order. If we called our customers liars we would immediately be kicked off of Amazon. We again apologize you did not have a good experience. This order was already refunded in full several days ago. Thank you
As stated in a previous message the return was not accepted and the package was refused. Same tracking. Thank you
Complaint: [redacted]
I am rejecting this response because:I never received an email from your company after you received the costume back. I check my email multiple times a day, and I checked my spam folder as well. The only email that I received from you was on October 8, stating: "We are contacting you to ensure that your expectations were met for your order with us. Our goal is for you to be completely satisfied with this transaction. If this is not the case, we would appreciate it if you would give us a chance to address your concerns before leaving feedback. Please contact us directly via email or phone to resolve and issue. Thank you, Toynk Customer Care Team".I have not received a refund from [redacted] I did contact them immediately after you denied my refund. They said that third party return policies are not covered under their A to Z Guarantee. They in fact closed my claim statin that their A to Z Guarantee "Does not supplement or replace a seller's returns policy. [redacted] Account Specialist"I can only believe that you have my return confused with someone else's, because my son had the costume on for only a few minutes, long enough for us to realize that it was too small. The costume was in perfect condition when I, myself, packaged it up for return. I would not be going through all this trouble for $36 if I wasn't absolutely positive that the costume was not stained and did not have a smell when I put it back in the package.
Sincerely,
[redacted]
Hello, [redacted] covers all third party seller refunds. The AtoZ claim information can be found clearly on [redacted]com which it does state it is covered. In addition, we did contact [redacted] directly and they confirmed the refund. [redacted] also has the ability to track email communication between sellers and buyers and they can also confirm an email was sent to your [redacted] email account. Please contact [redacted] directly if you need further clarification please contact [redacted] directly as the AtoZ claim has been resolved. [redacted] Thank you
Yes, correct we received it back and it did not adhere to the stated return policy on the packing slip and on our website. It was used and covered in some sort of animal hair. This item could not be resold in this condition. The return and the package was refused and returned back to you, the buyer....
It was an unacceptable return and that is why no refund was issued and costume returned. Thank you