Wunderlabel

Ms***, We apologize for your client’s frustration Our goal as a customer service team is to provide the absolute best shopping experience with Wunderlabel and we regret that didn’t happen in this instance We are truly sorry to hear that a gift was affected because of this Our records show that express shipping was requested by voice mail on July after the order had already been given to USPS for shipping (order was placed on July 15) Since the label order had already been handed over to the postal service, it would have delayed the order even further to try and retrieve the package from USPS We were unable to change the method of shipment to express at the time of the request We always recommend express delivery to our customers from the beginning if there is an urgent need or delivery time it tight The full amount of the labels ($20.99) has been refunded Labels have been delivered (tracking #9400110200829462924609) We wish you all the best Regards, Wunderlabel

This email is in response to a complaint which was submitted by Ed [redacted] on 2/23/- Complaint ID [redacted] This issue was resolved directly with the customer in February, A full refund of the order amount was processed on 2/25/in the amount of $Wunderlabel apologizes for the frustration the shipping delay caused Unfortunately, we did not anticipate this hold up within customs and tried to keep all of the affected customers informed along the way until their packages were received We would like to reiterate that Wunderlabel is a global reaching company with many distribution points and headquarters located in Germany Our production facility located in Vietnam is owned and operated by Wunderlabel Our products are made by our own machines and by Wunderlabel employees We are proud of our staff and our global reach and are not in any way trying to deceive or “scam” anyone.*Original delay information email and response email to Mr [redacted] is attached.*

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

I am rejecting this response because: See copy of email from the companyThere was no communication on the 25th requesting express shipmentThe order was originally to deliver on 7/This was a international event, with everyone unavailable to receive order after 7/25-The product was not received until after we returned and I emailed Wunderland when I returnedThe credit of $is fine, however we still want full compensation reciprocity for the cost associated with the bags because it was meaningless without the labels, it is not possible include the label for guest located globallyThere should of been timely communication letting us know of the delay prior to the expected date of deliveryAfter reviewing customer comments once this happen, it's clear that this has been a issue in the past When I originally contacted the company about how unhappy my client was basically they said we're mailing the labels now No apology or empathy for the total problem caused by them not delivering the labels timely Donna M [redacted] (Wunderlabel) Jul 26, 11:+Hi, I received your voicemail about the packageI saw that the package will be shipped on the 27thWe cannot make any changes on that because the USPS already have packageIf we get it back to them the delivery will take more days This email is a service from WunderlabelDelivered by Zendesk We do apologize for the delay.Regards, [redacted]

Dear Mr***,We apologize that this issue was left unresolved After several attempts to contact you regarding this issue without any response, the order was closed We take full responsibility for not following through Due to a glitch in our system at the time, your re-order
for qty labels was processed without the Pure Color option (which was optioned in your first order) This Pure Color option most definitely affects the font and color of the labels which is why the second order was received looking differently We have processed a refund for the full amount of your second order including shipping costs ($134.30) Again, we apologize that this took so terribly long and we wish you all the best! Regards, Wunderlabel

Hello, This email is to update you that Wunderlabel has issued a refund for the bad labels. Thank you, *** ***

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.

When delivery dates are so tight, express delivery is always recommended when the order is placed to avoid situations such as this, although we cannot force the customer to pay the $44.99 for express delivery.  The customer chose to keep the method of delivery as Standard USPS when a call was made at the time of order placement.The delivery date given on our website at the time of order is stated as an ESTIMATED delivery date.  As stated in the confirmation email which was sent on July 15th (document attached).The labels were produced and given to USPS within 5 business days.  Order placed July 15th (Saturday) - labels were already queued for shipment on July 21st and in the possession of the USPS.  Package departed USPS facility in Springfield, IL on July 24th (Monday).  This is well within our standard lead time (see Terms and Conditions of Sale - Section 10: Delivery Time).   It is not our standard practice to notify customers of changing estimated shipping dates on standard orders.  Tracking number was provided to the customer. As shown in the tracking information provided by the USPS - the package arrived in Greensboro, NC on July 29th and was delivered on August 2nd.  Unfortunately, we have no control over delivery times of the United States Postal Service.  (USPS Tracking information attached)Our posted Terms and Conditions of Sale states:10. Terms Governing Purchase And Delivery Of ProductDelivery time:We will use our best efforts to create and deliver the product you have ordered within 2-3 weeks; however, delivery time is not guaranteed. Wunderlabel is not liable and will not pay for claims for any direct or consequential loss caused by delivering the product after 3 weeks.7. IndemnificationYou agree to defend, indemnify and hold Wunderlabel harmless from and against any and all claims, damages, costs and expenses, including attorneys fees, arising from or related to your use of the Site. You agree to indemnify Wunderlabel from all claims of third parties including intellectual property right claims related to a name, logo, brand, design or any other form of intellectual property you may provide to us.Please see full version of our Terms and Conditions attached.We have credited the customer the full amount of the labels as well the shipping charges and consider this issue closed.

I am rejecting this response because: See copy of email from the company. There was no  communication on the 25th requesting express shipment. The order was originally to deliver on 7/24. This was a international event, with everyone unavailable to receive order after 7/25-29. The product was not received until after we returned and I emailed Wunderland when I returned. The credit of $20.99 is fine, however we still want full  compensation reciprocity for the cost associated with the bags because it was meaningless without the labels, it is not possible include the label for guest located globally. There should of been timely communication letting us know of the delay prior to the expected date of delivery. After reviewing customer comments once this happen, it's clear that this has been a issue in the past.  When I originally contacted the company about how unhappy my client was basically they said we're mailing the labels now.   No apology or empathy for the total problem caused by them not delivering the labels timely.   Donna M. [redacted]
(Wunderlabel) Jul 26, 11:36 +07 Hi, I received your voicemail about the package. I saw that the package will be shipped on the 27th. We cannot make any changes on that because the USPS already have package. If we get it back to them the delivery will take more days.  This email is a service from Wunderlabel. Delivered by Zendesk We do apologize for the delay.Regards, [redacted]

Ms. [redacted], We apologize for your client’s frustration.  Our goal as a customer service team is to provide the absolute best shopping experience with Wunderlabel and we regret that didn’t happen in this instance.  We are truly sorry to hear that a gift was affected because of this.  Our...

records show that express shipping was requested by voice mail on July 25 after the order had already been given to USPS for shipping (order was placed on July 15).  Since the label order had already been handed over to the postal service, it would have delayed the order even further to try and retrieve the package from USPS.  We were unable to change the method of shipment to express at the time of the request.  We always recommend express delivery to our customers from the beginning if there is an urgent need or delivery time it tight.  The full amount of the labels ($20.99) has been refunded.  Labels have been delivered (tracking #9400110200829462924609).  We wish you all the best.  Regards, Wunderlabel

This email is in response to a complaint which was submitted by Ed [redacted] on 2/23/2016 - Complaint ID 1[redacted].  This issue was resolved directly with the customer in February, 2016.  A full refund of the order amount was processed on 2/25/2016 in the amount of $26.00. Wunderlabel...

apologizes for the frustration the shipping delay caused.  Unfortunately, we did not anticipate this hold up within customs and tried to keep all of the affected customers informed along the way until their packages were received.  We would like to reiterate that Wunderlabel is a global reaching company with many distribution points and headquarters located in Germany.  Our production facility located in Vietnam is owned and operated by Wunderlabel.  Our products are made by our own machines and by Wunderlabel employees.  We are proud of our staff and our global reach and are not in any way trying to deceive or “scam” anyone.*Original delay information email and response email to Mr. [redacted] is attached.*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12066686, and find that this resolution is satisfactory to me.