WK Pools LLC

Initial Business Response /* (1000, 8, 2016/08/02) */
Dear Mr. [redacted],
Thank you for bringing the delivery issue with your order #XXXXXXXX placed with us on 6/30/2016.
This order was noted to have been shipped on 7/2/2016 to the following address provided at the time of check out :
[redacted]...


[redacted]
[redacted] XXXXX
United States Of America
The tracking number assigned to your order was XXXXXXXXXXXXXXXXXXXXXX that was track able on two different sites: USPS.com and myordertracked.com.
I understand that you noticed some inconsistency in the tracking provided on 7/13/2016 through ticket number XXXXXXX submitted with customer service and apologize that there was no indication that there was a delivery issue on record with the tracking or that the package had been returned by the carrier. On 7/13/2016 this order was marking 7 business days within the estimated transit time. Standard shipments can take up to 14 business days for delivery therefore we strongly believed that the package could still be routed towards your address. Unfortunately this was not the case in this situation and your order was delivered back to us by USPS on 7/15/2016 with no indication of the cause for the return.
I am afraid that the return was quickly processed along with the full refund being issued back to Pay-Pal Transaction 2AJXXXXXXPXXXXXXM in the amount of [redacted] USD. Our policy is to not reship any returned orders at this time and apologize for the incovenience this has caused.
We appreciate your strong history of orders placed with us and have not have any previous issues in the delivery or condition issues recorded on any of your previous orders so we hope that this experience does not deter you from choosing us in the fullfillment of any future orders!
Please accept the following gift code that be used for your next purchase directly with us at betterworldbooks.com during the check out process to receive [redacted] off your [redacted] If you have any questions in how to utilize this code please be sure to email us at [redacted]@betterworldbooks.com. If you encounter any communication issues with any of our staff please be sure to request for [redacted] in your communication and I'd be more than happy to take a look at any questions you may have.
As always we appreciate your support of Better World Books and we apologize for the error in delivery.
Sincerely,
[redacted]
Customer Care Team Lead
Initial Consumer Rebuttal /* (3000, 10, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though they did offer a gift certificate, their response is more spinning.
They did not explain why the order was never delivered and why it was returned to them. Nor did they explain when I When I told them they sat in Council Bluffs for 3 days they just told me "they would be here in 4 to 14 days". Also, when I brought to their attention that it was headed in the wrong direction they just gave me a standard reply "they would be here in 4 to 14 days".
Explain those issues and why they just spun me and this issue can be laid to rest.
Final Business Response /* (4000, 12, 2016/08/09) */
Dear Mr. [redacted],
Thank you for taking the time to follow up with us. I would be happy to address your outstanding concerns!.Our free standard shipping typically will be at a USPS sorting facility close to your location for an average of five business days. With this in mind, an order sitting in Council Bluffs for three days would not be an indicator of a delivery issue.
It is an extremely rare instance to see an item return to Better World Books' warehouse without any indication or notification from the USPS. When a USPS sorting facility returns an item to the sender, in this instance Better World Books, there is to be a reason present in the tracking history such as "Return to Sender" or "Refused - Insufficient Address". Without the presence of this, it appeared the item was being sent back to the original USPS acceptance facility in Allen Park. From here a standard package would be resorted to another USPS facility such as Seattle - who handles a majority of the USPS Washington deliveries.
To summarize, your package appeared to be in transit and meeting all characteristics of a standard delivery. Unfortunately, an issue with routing occurred while in the hands of the USPS and was not recorded in their provided tracking. Without this information, we at Better World Books were unable to correctly identify and predict the outcome of this delivery.
We apologize for the frustrations that this experience has caused you, and as you have been a loyal customer you know that this is not our standard quality. Please use the gift certificate previously extended to you by [redacted] on your next purchase with us, and I will add a special note on your account to monitor tracking activity for future orders.