I would like to thank Mr W [redacted] for his reply and resolutionI tried to answer his phone call, but was unable to get my phone out in time to answerThanks again, Tyler Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[redacted] ,We certainly understand your disappointment It seems we disappointed quite a few people Clearly the orders that were placed for this product at $were placed only because there was an obvious error This flashlight normally sells for well over the discounted price that we offered as a concession for the website pricing error Naturally we wouldn't stay in business very long by selling $flashlights for $ I can understand anyone hoping to get a great deal, but the facts are that we are not legally obligated to fulfill on this error Under our Terms and Conditions page the very first line is about pricing It very clearly states: "Prices listed on this site are currentDue to the wide selection of products offered, prices may change without noticeWe also reserve the right to make corrections in the event of a misprint." http://www.thefirestore.com/page.aspx/contentid/These were the terms under which you placed your order and in this case there was very obviously a misprint, and we used our right to make the correction We did not charge your credit card for a different amount, we politely contacted you and asked if you would like to keep your order in place at a specially reduced concession price The facts are that this model of flashlight is one of the poorest selling [redacted] products that we offer Nobody would have ordered this light if they weren't trying to take advantage of an obvious mistake I'm sorry that this disappoints you and that you aren't going to get $2,worth of flashlights for $delivered, but sadly we won't be able to stay in business and continue to employ over people if we did things like that Clearly it was a mistake and we're very frustrated that it happened, but we cannot fulfill orders for these flashlights at that price Sincerely, James W [redacted] Vice President
To the Revdex.com, with all due respect to [redacted] ***, our records indicate a fantastic level of communication and note taking as can be seen by the information below The customer requested custom product, was informed of the lead times and is now upset that we can't meet a Banquet deadline The order was placed with his custom information at the earliest possible time and he was told how long it would take The product is in process, is custom, and we cannot cancel the order or refund him the money He will receive the product as promised and should be encouraged to explain to his co-workers how amazing their custom badges will be We wish we were able to deliver them on his demanded date, but it simply is not possible with the custom artwork he provided and we are at the mercy of the manufacturer that he chose He will be pleased with the final outcome of the badges but we did not do anything wrong that I can tell and I cannot meet his request Our business operated with integrity moved at the pace of communication from the customer Thank you, James W [redacted] Vice President of Sales PublicSafetyBadges.com Witmer Public Safety Group, IncBeginning of Notes on his order: I WOULD LIKE TO USE OUR COMPANY LOGO AS THE SEAL FOR ALL THE BADGES IF POSSIBLEI COULD SEND THE LOGO BY EMAIL TO YOU IF THAT WOULD BE POSSIBLE [redacted] $Id- [redacted] 2/ [redacted] emailed in: Could we also change the name on the 1st badge to [redacted] in stead of [redacted] thanks changed infohe also sent the logo inEmailed [redacted] to see if that can be used hec 2/ [redacted] then emailed to cancel the badge for [redacted] off this order because he placed a new order on [redacted] removed from the orderhec 2/per [redacted] at [redacted] and [redacted] : Thank you for sending us the imageIf your customer wants this to be the seal on their badges, then we will need to manufacture a custom seal dieAll custom seal die charges are based on initial order quantity: 1-badges: $5-badges: $+ badges: FREE Please let us know if they want us to begin artwork for approvalWe also have our standard EMS seals that they can use if they want to avoid die chargesYou can view the standard seals the we offer at the below link: http://www[redacted] then click on Fire/Ems and then EMS to view the optionsIf you have any questions, please let us knowEmailed [redacted] and sent seal options hec 2/per [redacted] : That would be fine I will pay the additional cost for our seal thank you for your helpLet me know how to pay for it Emailed [redacted] hec 2/ [redacted] called in to make sure line item one was cancel, advise yes he would like to place the order for the custom die on for this order and the order# [redacted] lmp 2/signed and gave to [redacted] 2/Rec'd credit, signed and put in bin for [redacted] 2/6/15: gave credit back to ***, per notes above it sounds like they are making a custom sealMay not need to refund depending on the price of the custom seal [redacted] 2/Destroyed credit request till everything is done *** 2/rec'd custom seal picture from salemailed [redacted] to approvehec 2/ [redacted] emailed for a scAdvised I emailed him on 2/for approvalhec 2/rec'd approvalAdded set up fee to the order and emailed him to call in with CC infoAdded pic of seal from [redacted] to the documents tabhec 2/12/ [redacted] called to make payment and confirm which badges were canceledI emailed [redacted] to call him back, [redacted] 2/Called [redacted] back in regards to ***'s noteLeft a vm advising the badge for [redacted] was cancelled per his requestAdvised this is on hold for payment for custom sealhec 2/ [redacted] called in an paid the $seal charge - emailed [redacted] to release into production;' mhb 2/removed hold and emailed [redacted] to [redacted] (Please note this is a Friday) 2/purchase order created sent to vendor(Please note this is a Monday - only business day to create the PO from full payment by customer) 2/24/15: customer emailed [redacted] to see if status of drop ship meant his order has shippedI advised drop ship means it will ship direct from the vendor when it's readyproduction time is 3-weeks from the time we get final approval, payment, and it's sent to the vendor, but he also has a custom seal so that will add time to the completion of his shields [redacted] 3/3/15: [redacted] emailed me for status check, emailed vendor for an *** [redacted] 3/ [redacted] called in *** He said that he has to have this for a banquet on the 12th He said gets no responses and doesn't really want anything to do with us He said we should not have waited so long to put this order through He was told that we never put it through at first He said that If they are not going to get it to him by the he wants this cancelled and [redacted] and [redacted] I explained we probally could not cancel at this point but I would see when they could it out to him He said he will despute the charges If he does not have this by the 12th Told him I would contact [redacted] and [redacted] and let him know at ###-###-#### [redacted] 3/Called [redacted] and [redacted] and spoke to [redacted] Asked her for the ETA and if there was any way to have this go out earlier The customer wants this by the 12th She said the earliest they can get this out is the 30th The seal is custom and the badges are deluxe They wouldn't be able to cancel or do any faster at this point She said that they could not rush it The badges are deluxe and the seal is custom She said that seal adds a week or so Called [redacted] back and explained that they would not be able to get it out until at least the 30th He wanted to cancel and get a refund I explained to him that we were not able to do thatBecause of all the custom work being doneHe did not want to hear it He was not happy He said that we waited to long to place his order I explained that we placed it as soon as we received all the information and the money He said he was not explained all of that he wants the refund The banquet is the th Said it was our problem now Appologized again He said that he assumed that we started the badge and the seal would be a later part I explained to him that we do not put the order through without all information and payment He went on for a while about how long upset he was He was not happy with [redacted] and said no one gave him any good informationHe wanted all orders cancelled he said The one is part of this one and can not be cancelled either Order # [redacted] I have emailed over to [redacted] to see if we can cancel thisHe said he was told 3-weeks even by Kim I let him know that the turn around for a badge without custom seals and deluxe finishes do run about 3-weeks He wanted my supervisor for them to hear how rediculous all of this is He said he already emailed with Kim I explained that I was the supervisor and Kim would be my boss He said he is going to email her and copy people he knows at better business buro He said he was not [redacted] at me just the principal of the whole thing because now he has to look stupid at the banquet with nothing to give Apppologized again [redacted] 3/ [redacted] emailed back for Order # [redacted] : Hi, [redacted] : This order is already in production and cannot be cancelled at this time Thank you, [redacted] & [redacted] Can not cancel any of the orders Let Kim know [redacted] 3/Received email: Lac of Transparency I have tried to get a solid answer for a while on order [redacted] I will cancel all orders for a full refund if I don't get a solid answer on the expected date of arrival to my location already spoke with ***
Amy placed the order on 10/12/with Marilyn in our Call Center I have no notes indicating a quoted lead time, however our website shows a week lead time on this product, which six weeks from 10/would be 11/On 10/Amy called for a status check and Peter told her a week lead time I don't have record that he confirmed that with 5.11, I will have to find out how he determined week, but a week lead time from 10/would be shipping from on 11/days later on 10/Amy called again for a status check This time Marilyn, who took the original order indicated that they would be shipping on 11/ This is days later than the expectation that Amy had as of 10/hour later on 10/Amy called again for a status check This time David indicated again that they would be shipping on 11/Amy called again on 11/asking for a status check Peter emailed purchasing to get an up to date status check and Amy was emailed back on 11/and informed that the pants would ship on 11/While I understand the disappointment from Amy's perspective, clearly one time we provided her with incorrect information stating that the pants would ship on 11/when in fact they are shipping on 11/ Unfortunately we do not have control over the stocking position of our manufacturers and we can't control when they receive shipments from their overseas manufacturing plants or when they ship orders While I would be happy to credit Amy for her shipping to make up for the day delay, sadly I cannot authorize a total credit of the order AND still fill the orderThank you, James W [redacted] Vice President
I would like to thank Mr W [redacted] for his reply and resolutionI tried to answer his phone call, but was unable to get my phone out in time to answerThanks again, Tyler Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[redacted] ,We certainly understand your disappointment It seems we disappointed quite a few people Clearly the orders that were placed for this product at $were placed only because there was an obvious error This flashlight normally sells for well over the discounted price that we offered as a concession for the website pricing error Naturally we wouldn't stay in business very long by selling $flashlights for $ I can understand anyone hoping to get a great deal, but the facts are that we are not legally obligated to fulfill on this error Under our Terms and Conditions page the very first line is about pricing It very clearly states: "Prices listed on this site are currentDue to the wide selection of products offered, prices may change without noticeWe also reserve the right to make corrections in the event of a misprint." http://www.thefirestore.com/page.aspx/contentid/These were the terms under which you placed your order and in this case there was very obviously a misprint, and we used our right to make the correction We did not charge your credit card for a different amount, we politely contacted you and asked if you would like to keep your order in place at a specially reduced concession price The facts are that this model of flashlight is one of the poorest selling [redacted] products that we offer Nobody would have ordered this light if they weren't trying to take advantage of an obvious mistake I'm sorry that this disappoints you and that you aren't going to get $2,worth of flashlights for $delivered, but sadly we won't be able to stay in business and continue to employ over people if we did things like that Clearly it was a mistake and we're very frustrated that it happened, but we cannot fulfill orders for these flashlights at that price Sincerely, James W [redacted] Vice President
To the Revdex.com, with all due respect to [redacted] ***, our records indicate a fantastic level of communication and note taking as can be seen by the information below The customer requested custom product, was informed of the lead times and is now upset that we can't meet a Banquet deadline The order was placed with his custom information at the earliest possible time and he was told how long it would take The product is in process, is custom, and we cannot cancel the order or refund him the money He will receive the product as promised and should be encouraged to explain to his co-workers how amazing their custom badges will be We wish we were able to deliver them on his demanded date, but it simply is not possible with the custom artwork he provided and we are at the mercy of the manufacturer that he chose He will be pleased with the final outcome of the badges but we did not do anything wrong that I can tell and I cannot meet his request Our business operated with integrity moved at the pace of communication from the customer Thank you, James W [redacted] Vice President of Sales PublicSafetyBadges.com Witmer Public Safety Group, IncBeginning of Notes on his order: I WOULD LIKE TO USE OUR COMPANY LOGO AS THE SEAL FOR ALL THE BADGES IF POSSIBLEI COULD SEND THE LOGO BY EMAIL TO YOU IF THAT WOULD BE POSSIBLE [redacted] $Id- [redacted] 2/ [redacted] emailed in: Could we also change the name on the 1st badge to [redacted] in stead of [redacted] thanks changed infohe also sent the logo inEmailed [redacted] to see if that can be used hec 2/ [redacted] then emailed to cancel the badge for [redacted] off this order because he placed a new order on [redacted] removed from the orderhec 2/per [redacted] at [redacted] and [redacted] : Thank you for sending us the imageIf your customer wants this to be the seal on their badges, then we will need to manufacture a custom seal dieAll custom seal die charges are based on initial order quantity: 1-badges: $5-badges: $+ badges: FREE Please let us know if they want us to begin artwork for approvalWe also have our standard EMS seals that they can use if they want to avoid die chargesYou can view the standard seals the we offer at the below link: http://www[redacted] then click on Fire/Ems and then EMS to view the optionsIf you have any questions, please let us knowEmailed [redacted] and sent seal options hec 2/per [redacted] : That would be fine I will pay the additional cost for our seal thank you for your helpLet me know how to pay for it Emailed [redacted] hec 2/ [redacted] called in to make sure line item one was cancel, advise yes he would like to place the order for the custom die on for this order and the order# [redacted] lmp 2/signed and gave to [redacted] 2/Rec'd credit, signed and put in bin for [redacted] 2/6/15: gave credit back to ***, per notes above it sounds like they are making a custom sealMay not need to refund depending on the price of the custom seal [redacted] 2/Destroyed credit request till everything is done *** 2/rec'd custom seal picture from salemailed [redacted] to approvehec 2/ [redacted] emailed for a scAdvised I emailed him on 2/for approvalhec 2/rec'd approvalAdded set up fee to the order and emailed him to call in with CC infoAdded pic of seal from [redacted] to the documents tabhec 2/12/ [redacted] called to make payment and confirm which badges were canceledI emailed [redacted] to call him back, [redacted] 2/Called [redacted] back in regards to ***'s noteLeft a vm advising the badge for [redacted] was cancelled per his requestAdvised this is on hold for payment for custom sealhec 2/ [redacted] called in an paid the $seal charge - emailed [redacted] to release into production;' mhb 2/removed hold and emailed [redacted] to [redacted] (Please note this is a Friday) 2/purchase order created sent to vendor(Please note this is a Monday - only business day to create the PO from full payment by customer) 2/24/15: customer emailed [redacted] to see if status of drop ship meant his order has shippedI advised drop ship means it will ship direct from the vendor when it's readyproduction time is 3-weeks from the time we get final approval, payment, and it's sent to the vendor, but he also has a custom seal so that will add time to the completion of his shields [redacted] 3/3/15: [redacted] emailed me for status check, emailed vendor for an *** [redacted] 3/ [redacted] called in *** He said that he has to have this for a banquet on the 12th He said gets no responses and doesn't really want anything to do with us He said we should not have waited so long to put this order through He was told that we never put it through at first He said that If they are not going to get it to him by the he wants this cancelled and [redacted] and [redacted] I explained we probally could not cancel at this point but I would see when they could it out to him He said he will despute the charges If he does not have this by the 12th Told him I would contact [redacted] and [redacted] and let him know at ###-###-#### [redacted] 3/Called [redacted] and [redacted] and spoke to [redacted] Asked her for the ETA and if there was any way to have this go out earlier The customer wants this by the 12th She said the earliest they can get this out is the 30th The seal is custom and the badges are deluxe They wouldn't be able to cancel or do any faster at this point She said that they could not rush it The badges are deluxe and the seal is custom She said that seal adds a week or so Called [redacted] back and explained that they would not be able to get it out until at least the 30th He wanted to cancel and get a refund I explained to him that we were not able to do thatBecause of all the custom work being doneHe did not want to hear it He was not happy He said that we waited to long to place his order I explained that we placed it as soon as we received all the information and the money He said he was not explained all of that he wants the refund The banquet is the th Said it was our problem now Appologized again He said that he assumed that we started the badge and the seal would be a later part I explained to him that we do not put the order through without all information and payment He went on for a while about how long upset he was He was not happy with [redacted] and said no one gave him any good informationHe wanted all orders cancelled he said The one is part of this one and can not be cancelled either Order # [redacted] I have emailed over to [redacted] to see if we can cancel thisHe said he was told 3-weeks even by Kim I let him know that the turn around for a badge without custom seals and deluxe finishes do run about 3-weeks He wanted my supervisor for them to hear how rediculous all of this is He said he already emailed with Kim I explained that I was the supervisor and Kim would be my boss He said he is going to email her and copy people he knows at better business buro He said he was not [redacted] at me just the principal of the whole thing because now he has to look stupid at the banquet with nothing to give Apppologized again [redacted] 3/ [redacted] emailed back for Order # [redacted] : Hi, [redacted] : This order is already in production and cannot be cancelled at this time Thank you, [redacted] & [redacted] Can not cancel any of the orders Let Kim know [redacted] 3/Received email: Lac of Transparency I have tried to get a solid answer for a while on order [redacted] I will cancel all orders for a full refund if I don't get a solid answer on the expected date of arrival to my location already spoke with ***
Amy placed the order on 10/12/with Marilyn in our Call Center I have no notes indicating a quoted lead time, however our website shows a week lead time on this product, which six weeks from 10/would be 11/On 10/Amy called for a status check and Peter told her a week lead time I don't have record that he confirmed that with 5.11, I will have to find out how he determined week, but a week lead time from 10/would be shipping from on 11/days later on 10/Amy called again for a status check This time Marilyn, who took the original order indicated that they would be shipping on 11/ This is days later than the expectation that Amy had as of 10/hour later on 10/Amy called again for a status check This time David indicated again that they would be shipping on 11/Amy called again on 11/asking for a status check Peter emailed purchasing to get an up to date status check and Amy was emailed back on 11/and informed that the pants would ship on 11/While I understand the disappointment from Amy's perspective, clearly one time we provided her with incorrect information stating that the pants would ship on 11/when in fact they are shipping on 11/ Unfortunately we do not have control over the stocking position of our manufacturers and we can't control when they receive shipments from their overseas manufacturing plants or when they ship orders While I would be happy to credit Amy for her shipping to make up for the day delay, sadly I cannot authorize a total credit of the order AND still fill the orderThank you, James W [redacted] Vice President