This business is not BBB accredited.
Phone: (888) 511-7837 15942 Los Serranos CC Drive Suite 250, Chino Hills, CA 91709
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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. William Goebel, Founder
Alternate Business NamesCool Pencil Case, LLC
THIS LOCATION IS NOT BBB ACCREDITED
15942 Los Serranos CC Drive
Chino Hills, CA 91709 (888) 511-7837 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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Problems with Product/Service
Read Complaint Details
Complaint: DEAD RAT WITH RAT DROPPINGS AND MAGGOTS IN MY COOL PENCIL CASE ORDER I ordered some items from coolpencilcase.com and when I got my box there was a dead rat with rat droppings inside of it. I do not know if it is a sick joke. I opened the box on the same bed as my newborn baby. I contacted them. First red flag they have no phone number. None at all. Only email. They take forever to respond. When they finally did they asked me to send them a picture. I thought that was even more disgusting asking me to handle the dead rat because they like sick and nasty pictures of dead rats. As reluctant as I was I sent the picture. I was told I would receive my refund as soon as I send the picture. Now they are saying something entirely different. People BEWARE when you buy from coolpencilcase.com there are rats running all over your stuff. You could get really sick. They carry rabies etc. One of the most disgusting creatures that ever lived. They are dishonest and refuses to take responsibility for what happened by blaming it on the city of Miami. Please see the correspondence between myself and the seller. Dishonest is a light word for what I think.THEY SENT THIS EMAIL AFTER I COMPLAINED ABOUT THE ISSUE. First, we would like to give our deepest apologies for this encounter. We are outraged that this occurred. If you could please respond to this message with your order number and photos of the box, my manager would greatly appreciate it. With such a serious matter at hand we would need these to set an example for all employees who pack orders. Customer satisfaction is our upmost concern and I would like to assure you that my manage will handle this matter promptly. Again, we apologize for this issue. THEN AFTER I REFUSED TO SEND PHOTOS CAUSE I DID NOT WANT TO TOUCH OR HANDLE THE BOX THEY SENT THIS EMAIL I do apologize but that is our procedure in order to process a refund. We do understand your frustration and disgust in this matter but we would need some confirmation that this has occurred and we were at fault for this occurrence in order to issue an amount of $60.55 back to you. The refund will be issued back to you once we hear from the health department or the items are sent back to us if you cannot provide a photo. If you would rather just send the items back to us, we can email you a return label and handle it that way. Again, we do apologize for this mishap, but this has never happened in the past and as serious as this situation is we need evidence to start the refund procedure. THEN AFTER I SENT THEM MY ORDER NUMBER XXXXX AND THE PHOTO AND ALL THAT THEY ASKED FOR THEY SENT THIS EMAIL We spoke to our associate that packed your order and she stated that there is no possible way a rat could have been in the box during that packing process. By no means are we saying you are being untruthful, but we just are not going to take responsibly for this incident. I've done some research and found out Miami is highly populated with rats, therefor a rat could have possibly gotten into your package during shipment which is out of our control. If you would like a refund, then please send the items back. We are willing to send you a prepaid shipping label if you would like. I will not sit and allow this to happen to me. My daughter begged me for this and although I am not rich, she did very well in school and deserved this. But I haven't even told her what happened. I thought we could work this out. Shame on this company.
Desired Settlement: I think this company is dishonest immoral and not in keeping with policies. I will be reaching out to the media about this. I am giving this company one last time to resolve this amicably. I believe in Karma and I do not want to hurt their business. I believe this is an isolated event and this can be rectified.
Business Response: Initial Business Response /* (1000, 5, 2016/06/22) */ In the many years that CoolPencilCase.com has been doing business we have never encountered a costumer issue as this one. Our customers satisfaction is our upmost concern and number one goal, which is why we have an A+ rating. We followed the same refund procedure with this particular costumer as we do with every other costumer. Hearing that she received a dead rat along with rat dropping in her order was definitely a concern and was also very unbelievable. After we tried to work it out through email we came to the conclusion that there was not enough evidence to prove her case. We believe this is a blackmail case and do not want to encourage any customer to take advantage of any business in a way we feel she has. We came to this conclusion from the following reason: 1. She could not provide any evidence. We asked for a photo of the box to prove there were at least rat dropping in it, or a hole where the rat could have gotten into the box. 2. She only provided a photo of a dead rat that was not associated with our products or our box. 3. We believed she would not want the products after discovering a rat near them so we provided her with a prepaid shipping label to send the items back. We were willing to refund her at that point. She never addressed sending the items back. That is where we came to the conclusion that she just wanted free products. Refunding the $60.55 would have been the easy way out, but as a business we have the obligation not to encourage this type of behavior and if we had just refunded the money we believe this behavior would have continued with other businesses. Initial Consumer Rebuttal /* (3000, 7, 2016/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Buyer beware. Again dishonesty. I provided pictures as requested. And I will return the order. They are dishonest and disgusting.