Order not delivered on time, shipping tracking number not provided, won't call back.
I ordered crabs to be delivered Sept 11. I have email confirmation of the order and delivery address. I was not sent a tracking number. Despite many efforts, the man has never responded to any of my emails or phone calls. When I was going through the order process, he would return calls sometimes before I even finished leaving a message. Since the delivery date was missed, I have called and emailed repeatedly and have heard nothing back from him.
I want my $78.99 back. An apology would be nice, too, but I'll settle for the money.
Ms. ***** has been in communication with us since Sept 9, 2014, when she first placed an order with us by telephone up until the 10th when she called last minute before we were suppose to ship her package out, when she had asked to change the delivery address. Because we had to modify the shipping label right before the package left, we did not update the system with the new tracking number. However, the package was tendered over to UPS on time for a scheduled delivery on Sept 11, 2014. Unfortunately the pkg was delayed due to weather in her area. (See Tracking No. 1ZAXXXXXXXXXXXXXXX). She blamed us saying we were responsible for the delay for not giving her the updated tracking no. The delay again was weather related, which is not guaranteed under our shipoing terms.
This was her quoted response
"I know it got hung up in Vegas because of weather. But it doesn't matter because you're still responsible because you guarantee satisfaction."
As much as we want to guarantee satisfaction we certainly do not guarantee delays due to Acts of God nor does any other crab company that ships.
Ms. ***** feels we caused the delay, and caused UPS not to release the package on time, and we did not give her the new tracking no. She indicated she was in the blind for days not knowing where her package was, yet she did instruct her recipient to refuse the package the day after, when the package was delivered, when even on the 2nd day, the package would have been fine, as it was packed in an insulated styrofoam box, with ample gel packs.
She called and emailed 3 days, and many more after that later asking for a refund, which we had told her repeatedly, we would not be able to do, as it was a delay beyond our control, which she has agreed to. See our shipping terms on our website under Weather Delays.
We understand she called numerous times, but it is fact that we do get a lot of calls throughout the day.
Final Business Response
Also, to say we have had no communication with her since the shipment is a completely false. We have emailed and been in talks with her 6 times, with her responding to all of our explanations after Sept 11 regarding the delay and explanation on the guarantee. She was just not happy with the response. And doesn't agree to the Weather Delay clause.