Initial Business Response / [redacted] (1000, 9, 2016/03/09) */ Contact Name and Title: [redacted] Dir of Acct Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @preciousmoments.com Unfortunately, there were some mislabeled products in our Precious Moments catalogMs [redacted] clearly stated that she did not receive what she had ordered and our customer service team should have referenced our internal documentation that there was a misprint on this itemHad this happened, the customer would have received the correct itemPrecious Moments is working on increasing awareness in our customer service for any misprints by implementing "pop up" messages when these items are keyed in Precious Moments has reached out to Ms [redacted] directly and we have made sure that she has indeed now received the correct itemWe have apologized for our error and for repeatedly sending the incorrect item to herMs [redacted] was gracious in accepting our apologyWe appreciate Ms [redacted] taking the time to address this situation with us and we are improving our processes and training to make sure it does not happen again
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Thank you for the opportunity to respond to this complaintA new pfeature was initiated in August on our website to "Receive 25% off your first order when you sign up for Precious Moments emails!" When the user clicks on the pop-up, they are taken to another screen to provide their name and emailIt clearly states on that screen, "Offer valid to new oemail subscribers only." This particular customer has been purchasing from us since We also have record of sending emails to the specific email address provided since at least January 2015, prior to the date the pop up was implementedThe customer was not sent discount code because she was not eligible for itHowever, as a recipient of our customer emails, she would now be eligible to receive notification of various other special offers and sales that are offered to our email subscribersThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information was not shown when processing this requestAlso I used a different email yo make sure I wasn't correct and I still havent received this offer eitherI have received all other offers and new arrivals but never what was on the pop up noteI stopped receiving emails from this company for a long time since my original order in Either way it shouldn't take numerous phone calls to the company to receive indication thought hereI don't want the discount, it's to provide a point that a customer shouldn't have to call numerous times to get an answer like this and inconvenience anyone like thisIts frustrating and rudeNone of the representative had a clue on what I was asking forIt took this email to be sent to the Revdex.com to receive a reaponae? Unacceptable
Initial Business Response /* (1000, 9, 2015/12/16) */
We recently changed our promotion from offering a free gift to offering 25% off of your first purchaseUnfortunately, we ran into a few technical glitches during the transition, which we believe have since been resolvedIt appears that you
and your mother suffered through one of those glitches
Unfortunately our customer service representatives lacked sufficient training to provide our customers with the best level of service through these issuesI apologize that your particular issues were not handled promptly and with better care
If you would like to provide us with both you and your mother's email addresses, I will confirm that we have them in the system, conforming to the promotion's policy, and issue you each a code for 25% off of your first purchase
Again, I apologize for the negative experience you had with usThank you for your willingness to share your concerns so we may resolve themThank you
Initial Consumer Rebuttal /* (3000, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't feel like 25% off a purchase is good enoughI don't want to give this business anymore money
Initial Business Response /* (1000, 5, 2015/11/17) */
Thank you for the opportunity to respond to this complaint. A new pop-up feature was initiated in August 2015 on our website to "Receive 25% off your first order when you sign up for Precious Moments emails!" When the user clicks on the...
pop-up, they are taken to another screen to provide their name and email. It clearly states on that screen, "Offer valid to new opt-in email subscribers only." This particular customer has been purchasing from us since 2012. We also have record of sending emails to the specific email address provided since at least January 2015, prior to the date the pop up was implemented. The customer was not sent discount code because she was not eligible for it. However, as a recipient of our customer emails, she would now be eligible to receive notification of various other special offers and sales that are offered to our email subscribers. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This information was not shown when processing this request. Also I used a different email yo make sure I wasn't correct and I still havent received this offer either. I have received all other offers and new arrivals but never what was on the pop up note. I stopped receiving emails from this company for a long time since my original order in 2012. Either way it shouldn't take numerous phone calls to the company to receive indication thought here.. I don't want the discount, it's to provide a point that a customer shouldn't have to call numerous times to get an answer like this and inconvenience anyone like this. Its frustrating and rude.. None of the representative had a clue on what I was asking for. It took this email to be sent to the Revdex.com to receive a reaponae? Unacceptable
Initial Business Response /* (1000, 9, 2016/03/09) */
Contact Name and Title: [redacted] Dir of Acct
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@preciousmoments.com
Unfortunately, there were some mislabeled products in our Precious Moments catalog. Ms. [redacted] clearly stated that she...
did not receive what she had ordered and our customer service team should have referenced our internal documentation that there was a misprint on this item. Had this happened, the customer would have received the correct item. Precious Moments is working on increasing awareness in our customer service for any misprints by implementing "pop up" messages when these items are keyed in.
Precious Moments has reached out to Ms. [redacted] directly and we have made sure that she has indeed now received the correct item. We have apologized for our error and for repeatedly sending the incorrect item to her. Ms. [redacted] was gracious in accepting our apology. We appreciate Ms. [redacted] taking the time to address this situation with us and we are improving our processes and training to make sure it does not happen again.
Initial Business Response / [redacted] (1000, 9, 2016/03/09) */ Contact Name and Title: [redacted] Dir of Acct Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @preciousmoments.com Unfortunately, there were some mislabeled products in our Precious Moments catalogMs [redacted] clearly stated that she did not receive what she had ordered and our customer service team should have referenced our internal documentation that there was a misprint on this itemHad this happened, the customer would have received the correct itemPrecious Moments is working on increasing awareness in our customer service for any misprints by implementing "pop up" messages when these items are keyed in Precious Moments has reached out to Ms [redacted] directly and we have made sure that she has indeed now received the correct itemWe have apologized for our error and for repeatedly sending the incorrect item to herMs [redacted] was gracious in accepting our apologyWe appreciate Ms [redacted] taking the time to address this situation with us and we are improving our processes and training to make sure it does not happen again
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Thank you for the opportunity to respond to this complaintA new pfeature was initiated in August on our website to "Receive 25% off your first order when you sign up for Precious Moments emails!" When the user clicks on the pop-up, they are taken to another screen to provide their name and emailIt clearly states on that screen, "Offer valid to new oemail subscribers only." This particular customer has been purchasing from us since We also have record of sending emails to the specific email address provided since at least January 2015, prior to the date the pop up was implementedThe customer was not sent discount code because she was not eligible for itHowever, as a recipient of our customer emails, she would now be eligible to receive notification of various other special offers and sales that are offered to our email subscribersThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information was not shown when processing this requestAlso I used a different email yo make sure I wasn't correct and I still havent received this offer eitherI have received all other offers and new arrivals but never what was on the pop up noteI stopped receiving emails from this company for a long time since my original order in Either way it shouldn't take numerous phone calls to the company to receive indication thought hereI don't want the discount, it's to provide a point that a customer shouldn't have to call numerous times to get an answer like this and inconvenience anyone like thisIts frustrating and rudeNone of the representative had a clue on what I was asking forIt took this email to be sent to the Revdex.com to receive a reaponae? Unacceptable
Initial Business Response /* (1000, 9, 2015/12/16) */
We recently changed our promotion from offering a free gift to offering 25% off of your first purchaseUnfortunately, we ran into a few technical glitches during the transition, which we believe have since been resolvedIt appears that you
and your mother suffered through one of those glitches
Unfortunately our customer service representatives lacked sufficient training to provide our customers with the best level of service through these issuesI apologize that your particular issues were not handled promptly and with better care
If you would like to provide us with both you and your mother's email addresses, I will confirm that we have them in the system, conforming to the promotion's policy, and issue you each a code for 25% off of your first purchase
Again, I apologize for the negative experience you had with usThank you for your willingness to share your concerns so we may resolve themThank you
Initial Consumer Rebuttal /* (3000, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't feel like 25% off a purchase is good enoughI don't want to give this business anymore money
Initial Business Response /* (1000, 5, 2015/11/17) */
Thank you for the opportunity to respond to this complaint. A new pop-up feature was initiated in August 2015 on our website to "Receive 25% off your first order when you sign up for Precious Moments emails!" When the user clicks on the...
pop-up, they are taken to another screen to provide their name and email. It clearly states on that screen, "Offer valid to new opt-in email subscribers only." This particular customer has been purchasing from us since 2012. We also have record of sending emails to the specific email address provided since at least January 2015, prior to the date the pop up was implemented. The customer was not sent discount code because she was not eligible for it. However, as a recipient of our customer emails, she would now be eligible to receive notification of various other special offers and sales that are offered to our email subscribers. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This information was not shown when processing this request. Also I used a different email yo make sure I wasn't correct and I still havent received this offer either. I have received all other offers and new arrivals but never what was on the pop up note. I stopped receiving emails from this company for a long time since my original order in 2012. Either way it shouldn't take numerous phone calls to the company to receive indication thought here.. I don't want the discount, it's to provide a point that a customer shouldn't have to call numerous times to get an answer like this and inconvenience anyone like this. Its frustrating and rude.. None of the representative had a clue on what I was asking for. It took this email to be sent to the Revdex.com to receive a reaponae? Unacceptable
Initial Business Response /* (1000, 9, 2016/03/09) */
Contact Name and Title: [redacted] Dir of Acct
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@preciousmoments.com
Unfortunately, there were some mislabeled products in our Precious Moments catalog. Ms. [redacted] clearly stated that she...
did not receive what she had ordered and our customer service team should have referenced our internal documentation that there was a misprint on this item. Had this happened, the customer would have received the correct item. Precious Moments is working on increasing awareness in our customer service for any misprints by implementing "pop up" messages when these items are keyed in.
Precious Moments has reached out to Ms. [redacted] directly and we have made sure that she has indeed now received the correct item. We have apologized for our error and for repeatedly sending the incorrect item to her. Ms. [redacted] was gracious in accepting our apology. We appreciate Ms. [redacted] taking the time to address this situation with us and we are improving our processes and training to make sure it does not happen again.