Hello,This customer placed an order with Readers.com on November 7, 2015 (Saturday) and it was shipped to him on November 9, 2015. When he received the order, he found the glasses he received were not the ones he had ordered. He contacted us on November 12th and our agent apologized for...
the error, shipped the correct items and told him that we would send him a prepaid return label to return the incorrect pairs to us - and that we would never expect him to pay to return a shipment we made an error on. (This was sent in the form of an e-mail.)The next communication with the customer was on November 17. He had decided to keep one of the pairs sent in error and we processed a PayPal request for payment. At that point, he seemed very happy. About 10 minutes (according to system timing) prior to contacting us about the issue, the customer processed an online return via our web site. We have several options to choose from on how to return items. The customer chose the option that he was returning items for a refund. Our system automatically generates an e-mail letting the customer know that we will deduct $2.95 for shipping because with that option, the customer is just saying he wants a refund, not that there is any problem with the order. It was explained to the customer on November 27th that the e-mail was automated and assured he would not be charged for the shipping. He then followed up with another e-mail saying he had received the e-mail (that we had been referring to) and said he would not use our company ever again "as you seem to not be of your word." He said that "Perhaps you were hoping that I would not notice. It's a shame you have to stoop so low to save a couple of dollars." His latest e-mail was answered by the Director of Customer Happiness for Readers.com about an hour after he sent it and once again apologized and telling he that he wasn't charged anything at all. We have told the customer multiple times what happened and why he received an e-mail in error saying he would be charged. He was never charged for a return shipping label by Readers.com.Below are notes from conversations/e-mails from our ordering and e-mail systems.Readers.com: User filled in Contact Us form![redacted]
[redacted])To <[email protected]>You have received this notification from Readers.com because you are a registered user or you or some other registered user requested some information for you from our store.-------------------------------------------------------------------Custome...⇄ need help!Address:----------------Email: [redacted]@gmail.comSubject: All 3 of 3 were Wrong itemsOrder Number: [redacted]Message:We ordered 3 pairs of readers from your company. They arrived today and not one item was correct. We ordered 2 of The Lennon - Color - Clear Lavender and we received Tortoise color and they were Power 3 instead of 4.50. The other pair were Lennon - Tortoise color also when we ordered Lavender, but they were the right power of 4. I see on your website that we have to pay to have them returned. I am a very unhappy customer and will not be doing business with your company in the future. I will notify the different review companies to let them know how sloppy you do business.[redacted]--Thank youReaders.comPhone: 1-800-210-3975Fax: (317) 859-8487URL: www.readers.com (http://www.readers.com)CANov 12 20153:37 PMChristina [redacted]([email protected])To <[redacted]@gmail.com>Hi [redacted],Thank you for your recent order. I am sorry to hear that you received the wrong glasses from us. Since you received the incorrect items, it's a bit different than a regular return. We would never ask a customer to pay for our mistake. We are happy to replace the items with the correct items at no charge to you. We will send out the correct items with a prepaid return label. If you still have the original invoice that was shipped with your glasses, please include that with your return. If not, please include your name and order number with the package.Thanks again for shopping at Readers.com. I apologize for this inconvenience and I appreciate you letting us know of the error.Regards,ChristinaReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected] 12 20153:47 PM[redacted]@gmail.com)To <[email protected]>Christina,I have already printed out the return label and have the glasses packed and ready to return. I believe I was charged already for the return cost, but I will not ship these back until I receive the correct glasses. My wife is going to keep the +4’s that are the wrong color as she needs them badly. We will wait for the +4.5’s and hopefully they will be the right color and power this time.[redacted]CANov 12 20153:55 PMChristina [redacted]([email protected])To <[redacted]@gmail.com>Hi [redacted],Thank you for your message. We won't be charging you for a return label. Once you receive the new package, you can just send back the incorrect items. You can decide at that time which pair your wife would like to keep. Please let us know if we can be of any further assistance.Have a nice day,ChristinaReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected]: Readers.com: User filled in Contact Us form![redacted]@gmail.com)To <[email protected]>Dear Christina,The correct glasses arrived today and my wife has decided to keep both pairs of the +4 power along with the two pair of +4.5’s. We will be returning the 2 pairs of +3.0’s that were also the wrong color in the box. We know that we will owe you for the additional +4’s that she is keeping, so please adjust our charges accordingly. Thank you for correcting the error. I might suggest that you indicate on your website that the customer will not be charged if they receive the wrong item as this may prevent others from reacting the way I did when I thought we had to pay postage to return an incorrect item. Thanks again.Sincerely,[redacted]SNNov 17 201510:10 AMSavannah Necessary([email protected])To [redacted] <[redacted]@gmail.com>Hello [redacted], Thank you for getting back to us. I have sent a money request through PayPal for the additional funds needed to keep the extra pair. I am so happy that they worked for you. I will also pass along your suggestion about notifying customers that they are not liable for return shipping costs in the even of an error on our part. Please let me know if there is anything else we can assist you with. Have a great day!SavannahReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected] a bunch[redacted]@gmail.com)To <[email protected]>To Whom It May Concern:I was told by Savannah that since you made the error in sending the wrong glasses I would not be charged for shipping. However, when I received the email saying my refund is complete, there was a charge of $2.95 to help cover the cost of return shipping. Again, I will not use your company ever again as you seem to not be of your word. Very disappointed in your company.[redacted]HSNov 27 20151:48 PMHannah Savka([email protected])To [redacted] <[redacted]@gmail.com>Hello Joe,Thank you for your message. That email is automated, so I do apologize for the confusion it has caused! I can assure you that you will not be charged for the return shipping for this order. Please let us know if we can be of any further assistance.Have a nice day!HannahReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected] 27 20153:06 PM[redacted]@gmail.com)To <[email protected]>Thats funny because that is what you said the last time yet I was charged.[redacted]JNov 27 20153:09 PM[redacted]@gmail.com)To <[email protected]>p.s. Keep the $2.95 as you seem to need it more than I do![redacted]@gmail.com)To <[email protected]>Savannah,You told me that since you made the error in sending the wrong glasses, I would not be charged for shipping on the return. However, when I received an email today saying my refund is complete, there was a charge of $2.95 “to help cover the cost of return shipping”. I will not use your company again as you seem to just provide lip service on complaints and not keep your word. Perhaps you were hoping that I would not notice. It’s a shame that you have to stoop so low to save a couple of dollars. I am very disappointed in you and your company. I will be filling a complaint with the Revdex.com as I stated in one of my earlier emails to you.Joe MastroianniSMNov 27 20153:54 PMSusie M[redacted]([email protected])To [redacted] <[redacted]@gmail.com>Hello [redacted],I'm very sorry that the e-mail you received states that there will be a shipping charge of $2.95 on your return. If an item is processed as an online refund for a credit, we don't normally cover shipping. If it is an error (as in your case), we do not charge return shipping. When an online refund is processed, there is an automatic e-mail sent that says you will be charged the $2.95. I checked your account and even though the e-mail said you were charged, you weren't charged anything at all. If you find that this has occurred as you review your payment account details, please let us know and we will correct it immediately - but our records don't indicate that we charged you.I'm sorry that you feel that we've done something intentional to save a few dollars - I can assure you we do not do anything of this sort. We are a Revdex.com Accredited Business and we have earned this rating by demonstrating integrity in our business practices.If there are any additional questions I can answer for you, please feel free to e-mail back to Readers.com and mark it to the my attention. I'll be happy to help.Kind regards,Susie M[redacted]Director, Customer HappinessReaders.com Thank you for the opportunity to respond to this customer's complaints. We feel that we have done everything possible to assure him that he would not be and wasn't charged $2.95 to return a shipment that was an error on our part. Please let me know if you have any questions. Kind regards,Angie [redacted]COOOne Click Ventures
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.
Regards,
[redacted]
Hello,This customer placed an order with Readers.com on November 7, 2015 (Saturday) and it was shipped to him on November 9, 2015. When he received the order, he found the glasses he received were not the ones he had ordered. He contacted us on November 12th and our agent apologized for...
the error, shipped the correct items and told him that we would send him a prepaid return label to return the incorrect pairs to us - and that we would never expect him to pay to return a shipment we made an error on. (This was sent in the form of an e-mail.)The next communication with the customer was on November 17. He had decided to keep one of the pairs sent in error and we processed a PayPal request for payment. At that point, he seemed very happy. About 10 minutes (according to system timing) prior to contacting us about the issue, the customer processed an online return via our web site. We have several options to choose from on how to return items. The customer chose the option that he was returning items for a refund. Our system automatically generates an e-mail letting the customer know that we will deduct $2.95 for shipping because with that option, the customer is just saying he wants a refund, not that there is any problem with the order. It was explained to the customer on November 27th that the e-mail was automated and assured he would not be charged for the shipping. He then followed up with another e-mail saying he had received the e-mail (that we had been referring to) and said he would not use our company ever again "as you seem to not be of your word." He said that "Perhaps you were hoping that I would not notice. It's a shame you have to stoop so low to save a couple of dollars." His latest e-mail was answered by the Director of Customer Happiness for Readers.com about an hour after he sent it and once again apologized and telling he that he wasn't charged anything at all. We have told the customer multiple times what happened and why he received an e-mail in error saying he would be charged. He was never charged for a return shipping label by Readers.com.Below are notes from conversations/e-mails from our ordering and e-mail systems.Readers.com: User filled in Contact Us form![redacted]
[redacted])To <[email protected]>You have received this notification from Readers.com because you are a registered user or you or some other registered user requested some information for you from our store.-------------------------------------------------------------------Custome...⇄ need help!Address:----------------Email: [redacted]@gmail.comSubject: All 3 of 3 were Wrong itemsOrder Number: [redacted]Message:We ordered 3 pairs of readers from your company. They arrived today and not one item was correct. We ordered 2 of The Lennon - Color - Clear Lavender and we received Tortoise color and they were Power 3 instead of 4.50. The other pair were Lennon - Tortoise color also when we ordered Lavender, but they were the right power of 4. I see on your website that we have to pay to have them returned. I am a very unhappy customer and will not be doing business with your company in the future. I will notify the different review companies to let them know how sloppy you do business.[redacted]--Thank youReaders.comPhone: 1-800-210-3975Fax: (317) 859-8487URL: www.readers.com (http://www.readers.com)CANov 12 20153:37 PMChristina [redacted]([email protected])To <[redacted]@gmail.com>Hi [redacted],Thank you for your recent order. I am sorry to hear that you received the wrong glasses from us. Since you received the incorrect items, it's a bit different than a regular return. We would never ask a customer to pay for our mistake. We are happy to replace the items with the correct items at no charge to you. We will send out the correct items with a prepaid return label. If you still have the original invoice that was shipped with your glasses, please include that with your return. If not, please include your name and order number with the package.Thanks again for shopping at Readers.com. I apologize for this inconvenience and I appreciate you letting us know of the error.Regards,ChristinaReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected] 12 20153:47 PM[redacted]@gmail.com)To <[email protected]>Christina,I have already printed out the return label and have the glasses packed and ready to return. I believe I was charged already for the return cost, but I will not ship these back until I receive the correct glasses. My wife is going to keep the +4’s that are the wrong color as she needs them badly. We will wait for the +4.5’s and hopefully they will be the right color and power this time.[redacted]CANov 12 20153:55 PMChristina [redacted]([email protected])To <[redacted]@gmail.com>Hi [redacted],Thank you for your message. We won't be charging you for a return label. Once you receive the new package, you can just send back the incorrect items. You can decide at that time which pair your wife would like to keep. Please let us know if we can be of any further assistance.Have a nice day,ChristinaReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected]: Readers.com: User filled in Contact Us form![redacted]@gmail.com)To <[email protected]>Dear Christina,The correct glasses arrived today and my wife has decided to keep both pairs of the +4 power along with the two pair of +4.5’s. We will be returning the 2 pairs of +3.0’s that were also the wrong color in the box. We know that we will owe you for the additional +4’s that she is keeping, so please adjust our charges accordingly. Thank you for correcting the error. I might suggest that you indicate on your website that the customer will not be charged if they receive the wrong item as this may prevent others from reacting the way I did when I thought we had to pay postage to return an incorrect item. Thanks again.Sincerely,[redacted]SNNov 17 201510:10 AMSavannah Necessary([email protected])To [redacted] <[redacted]@gmail.com>Hello [redacted], Thank you for getting back to us. I have sent a money request through PayPal for the additional funds needed to keep the extra pair. I am so happy that they worked for you. I will also pass along your suggestion about notifying customers that they are not liable for return shipping costs in the even of an error on our part. Please let me know if there is anything else we can assist you with. Have a great day!SavannahReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected] a bunch[redacted]@gmail.com)To <[email protected]>To Whom It May Concern:I was told by Savannah that since you made the error in sending the wrong glasses I would not be charged for shipping. However, when I received the email saying my refund is complete, there was a charge of $2.95 to help cover the cost of return shipping. Again, I will not use your company ever again as you seem to not be of your word. Very disappointed in your company.[redacted]HSNov 27 20151:48 PMHannah Savka([email protected])To [redacted] <[redacted]@gmail.com>Hello Joe,Thank you for your message. That email is automated, so I do apologize for the confusion it has caused! I can assure you that you will not be charged for the return shipping for this order. Please let us know if we can be of any further assistance.Have a nice day!HannahReaders.com1300 Windhorst Way, Ste AGreenwood, IN 46143Phone: 1-800-210-3975Fax: (317)-883-0738Email: [email protected] 27 20153:06 PM[redacted]@gmail.com)To <[email protected]>Thats funny because that is what you said the last time yet I was charged.[redacted]JNov 27 20153:09 PM[redacted]@gmail.com)To <[email protected]>p.s. Keep the $2.95 as you seem to need it more than I do![redacted]@gmail.com)To <[email protected]>Savannah,You told me that since you made the error in sending the wrong glasses, I would not be charged for shipping on the return. However, when I received an email today saying my refund is complete, there was a charge of $2.95 “to help cover the cost of return shipping”. I will not use your company again as you seem to just provide lip service on complaints and not keep your word. Perhaps you were hoping that I would not notice. It’s a shame that you have to stoop so low to save a couple of dollars. I am very disappointed in you and your company. I will be filling a complaint with the Revdex.com as I stated in one of my earlier emails to you.Joe MastroianniSMNov 27 20153:54 PMSusie M[redacted]([email protected])To [redacted] <[redacted]@gmail.com>Hello [redacted],I'm very sorry that the e-mail you received states that there will be a shipping charge of $2.95 on your return. If an item is processed as an online refund for a credit, we don't normally cover shipping. If it is an error (as in your case), we do not charge return shipping. When an online refund is processed, there is an automatic e-mail sent that says you will be charged the $2.95. I checked your account and even though the e-mail said you were charged, you weren't charged anything at all. If you find that this has occurred as you review your payment account details, please let us know and we will correct it immediately - but our records don't indicate that we charged you.I'm sorry that you feel that we've done something intentional to save a few dollars - I can assure you we do not do anything of this sort. We are a Revdex.com Accredited Business and we have earned this rating by demonstrating integrity in our business practices.If there are any additional questions I can answer for you, please feel free to e-mail back to Readers.com and mark it to the my attention. I'll be happy to help.Kind regards,Susie M[redacted]Director, Customer HappinessReaders.com Thank you for the opportunity to respond to this customer's complaints. We feel that we have done everything possible to assure him that he would not be and wasn't charged $2.95 to return a shipment that was an error on our part. Please let me know if you have any questions. Kind regards,Angie [redacted]COOOne Click Ventures
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.
Regards,
[redacted]