On April 16th, an order was placed over the phone Unfortunately the customer service representative input the incorrect usage date into our system and the order was not shipped until April 28th when the product was needed on April 26th On April 29th the customer informed us that
we had missed the event We always provide tracking information to customers when requested Since delivery intercepts do not always work when requested, the customer was instructed to refuse the shipment if a delivery attempt was made We apologized for the error and the customer was told that as soon as it was in transit back to *** *** a refund would be issued The customer did not state that he had an issue with this resolution The customer called back the following day, April 30th and was again assured that once the package was in transit back to *** *** a refund would be issued Again, the customer did not state there was an issue We were not notified by the customer that the shipment was coming back to us, but on May 4th we traced the original tracking number which showed that it was in-transit to *** *** and the credit card was immediately refunded (which would have been visible to the customer when it settled on May 5th) The customer was emailed a copy of the credit transaction on May 4th.We again apologize for the error, but we acted promptly to issue a full refund for an error that we take full responsibility for We were not aware of any issue with the customer being unsatisfied until the Revdex.com complaint since each time we spoke to the customer he did not express his dissatisfaction with the steps we were taking to resolve the matter.Oak Hall Cap & Gown
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I finally have received my regalia from the company, the companies response is in accurate This was after my third call that anything got done The reason that a complaint was filed with the Revdex.com was because up until that point, nothing was followed through I had called the third party that my order was placed through after talking with *** to help push through the order since they seemed to not follow through the previous times I had called during that week While *** stated they have a good relationship with the *** and are known to have a good reputation It seems they were not in any rush to complete my order and kept pushing it backHowever, my first time contacting your company was indeed April and April was not my first time contacting the company There needs to be documentation on your end for customer contact with this kind of situation as when anyone asks my what I think of this company, I will be telling them my negative experiences with *** finally following through as this was not my first time talking with a manager or asking when my stuff would be shipped However, on my end, I do not require any more feedback or action from the business
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Oak Hall Cap & Gown works with many third party suppliers. The order placed by the customer was with a third party supplier, but a miscommunication between the third party supplier and Oak Hall prevented the order from being fulfilled by the standard expected due date. The first this...
was brought to Oak Hall's attention was on April 14 when the customer called to complain about her order. Since the customer was irate and the customer service representative was unable to appease her, the call was taken by the acting manager, [redacted] (who is referenced in the customer's complaint). [redacted] explained to the customer that she was she was aware of the order, but she was unaware of the urgency of the order needing filled because it was now beyond the expected due date. [redacted] apologized and assured the customer that her gown would be delivered the next day. The gown was shipped on April 14 and tracking shows it was received by the customer on April 15. Although the request was not made by the customer, [redacted] refunded her money for the order. [redacted] thought the customer was satisfied with their conversation on April 14 because while the customer was irate at the beginning of the conversation, her demeanor had changed by the end and she was actually appreciative of the assistance [redacted] provided. [redacted] Vice President of Finance | Oak Hall Cap & Gown [redacted] | Salem, VA 24153
On April 16th, an order was placed over the phone Unfortunately the customer service representative input the incorrect usage date into our system and the order was not shipped until April 28th when the product was needed on April 26th On April 29th the customer informed us that
we had missed the event We always provide tracking information to customers when requested Since delivery intercepts do not always work when requested, the customer was instructed to refuse the shipment if a delivery attempt was made We apologized for the error and the customer was told that as soon as it was in transit back to *** *** a refund would be issued The customer did not state that he had an issue with this resolution The customer called back the following day, April 30th and was again assured that once the package was in transit back to *** *** a refund would be issued Again, the customer did not state there was an issue We were not notified by the customer that the shipment was coming back to us, but on May 4th we traced the original tracking number which showed that it was in-transit to *** *** and the credit card was immediately refunded (which would have been visible to the customer when it settled on May 5th) The customer was emailed a copy of the credit transaction on May 4th.We again apologize for the error, but we acted promptly to issue a full refund for an error that we take full responsibility for We were not aware of any issue with the customer being unsatisfied until the Revdex.com complaint since each time we spoke to the customer he did not express his dissatisfaction with the steps we were taking to resolve the matter.Oak Hall Cap & Gown
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I finally have received my regalia from the company, the companies response is in accurate This was after my third call that anything got done The reason that a complaint was filed with the Revdex.com was because up until that point, nothing was followed through I had called the third party that my order was placed through after talking with *** to help push through the order since they seemed to not follow through the previous times I had called during that week While *** stated they have a good relationship with the *** and are known to have a good reputation It seems they were not in any rush to complete my order and kept pushing it backHowever, my first time contacting your company was indeed April and April was not my first time contacting the company There needs to be documentation on your end for customer contact with this kind of situation as when anyone asks my what I think of this company, I will be telling them my negative experiences with *** finally following through as this was not my first time talking with a manager or asking when my stuff would be shipped However, on my end, I do not require any more feedback or action from the business
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Oak Hall Cap & Gown works with many third party suppliers. The order placed by the customer was with a third party supplier, but a miscommunication between the third party supplier and Oak Hall prevented the order from being fulfilled by the standard expected due date. The first this...
was brought to Oak Hall's attention was on April 14 when the customer called to complain about her order. Since the customer was irate and the customer service representative was unable to appease her, the call was taken by the acting manager, [redacted] (who is referenced in the customer's complaint). [redacted] explained to the customer that she was she was aware of the order, but she was unaware of the urgency of the order needing filled because it was now beyond the expected due date. [redacted] apologized and assured the customer that her gown would be delivered the next day. The gown was shipped on April 14 and tracking shows it was received by the customer on April 15. Although the request was not made by the customer, [redacted] refunded her money for the order. [redacted] thought the customer was satisfied with their conversation on April 14 because while the customer was irate at the beginning of the conversation, her demeanor had changed by the end and she was actually appreciative of the assistance [redacted] provided. [redacted] Vice President of Finance | Oak Hall Cap & Gown [redacted] | Salem, VA 24153