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Consumer Complaints

BBB Accredited Business since 11/01/2011

The Executive Advertising

Phone: (866) 633-4144

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
09/02/2014Advertising / Sales Issues | Read Complaint Details
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Complaint
Executive Advertising does not honor pricing found on the company website.
On 8/26/2014 I located a USB Smartphone Power Bank Charger (item number XXXXXX) for $1.71 each. Later that afternoon once I was adding all my items to my online shopping cart I noticed I was not given the same options in selecting colors and logos as I was with my other two items.

I immediately phoned customer service at XXX-XXX-XXXX and spoke with a female CSR to address my concerns before I placed my order. I was advised by her not to worry and to upload my logo on the notes field. I then advised her I wanted to make sure there were no issues as I needed this item quickly which she again said it would be fine.

Within the next 30-40 mins (after I placed the order) I received a call from ****** advising me that not only was the price incorrect but the item does not exist. I advised ****** that I called ahead of time and spoke to a CSR from her company to ensure there would be no issues with the items to which I was assured by her rep there was no issue (further more the website allowed me to purchase the item).

I advised ****** her company should honor that they advertise and I would be pleased with any other Power Bank Charger at the same price. ****** then either hung up or the call was dropped before I was transferred to Stuart. Once I called back into CS I was transferred to ******* Upon speaking to ****** I advised him I would be more then happy with any other Power Bank Charger and his company should honor the price.

Stuart advised me that he would not be able to do that and offered me a similar product at $5.00 versus the $1.71 which was advertised.

I have a printed copy of the item in question with the price the website showed and also have my cancelled bill of sale which also reflects that pricing. Upon my phone call to them they have since removed the item completely from the website.

Desired Settlement
I would like a similar item at the advertised price of $1.71 and would like the original quantity of 50 that I ordered.

Business Response
The customer contacted one of our customer service representatives and asked "if the item could be printed, and how can she specify the imprint color" to her product checkout, since the item appeared differently in our online store than our other items. Our Customer Service Rep., said "yes, just add your imprint color and artwork notes in the checkout instructions and we'll contact you if there are any issues." The conversation was very quick and prompt, and the customer did not inquire about stock/availability, delivery dates, or give time for our staff to do any further checking into the item in question. The customer placed her order and within the hour she was immediately contacted with the out of stock issue.

The item that the customer had requested was out of stock and we have no other products that can accommodate her pricing/budget/timeline requirements. Per our Terms of Sale, we have the right to decline/cancel an order if the stock is not available, and we are not required to switch out a sale item price for other products, although we often do our best to accommodate all of our customers. As soon as this issue occurred we removed the item from our online catalog to prevent any other issues with other customers.

We offered the customer significant discounts on similar items, and the customer refused. We offered extended discounts on other products that she purchased, she also refused. We offered free samples of similar items, also refused. The order was immediately cancelled/voided per the customer's request. As far as a further resolution: we do not have another power bank available that can be offered at the quantity and pricing the customer has requested, and we have already offered our best possible resolutions/alternatives which the customer has refused.

We have made every attempt to please the customer, and when a solution could not be met, her order was immediately cancelled and refunded. During each phone conversation our staff was courteous and very nice to the customer, as we are with all of our customers.

We are deeply disappointed that the customer is unhappy with our customer service and the proposed resolutions to her order. We work extremely hard to provide the very best customer service possible and wish the customer the very best.

Respectfully,

******* *******, President

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)


I think it's very telling of this company that in the first paragraph of their president's response I, as the customer, get blamed for being too eager to purchase a product from them. I browsed through their online catalog until I found a product that matched my needs perfectly. I called their customer service representative and asked if the item could be imprinted and I was given an unequivocal 'yes' and while I did not inquire as to stock/availability or delivery dates the customer service representative did not offer to check these things for me. As the customer I'm not under any sort of obligation to redundantly check that the company I'm purchasing from is capable of keeping inventory in stock or keeping their website updated as accurately as possible. That is an absurd premise. I was able to, on their website, purchase the item show in the quantity I desired and at the shipping rate I desired. At no time did I receive an error message telling me that the item was unavailable; the purchase proceeded without a hitch.


Quite quickly I was contacted by the company and I was informed that the item I purchased did not exist. Note that I say 'did not exist' and not 'out of stock'. The employee that contacted me told me that they did not carry the product I had purchased and if they did it would not be offered at the price I paid. I was then offered a comparable item at more than a 500% increase in the price.


I was not at the time, and am not now, interested in paying more than five times the original item price for a comparable object. The only reasonable solution would be, given the error on the company's part at every turn, to offer me a comparable product at the price and quantity their website assured me I would pay.

As for the discount on the other items I was going to purchase from this company I have to ask, how could I trust them to do business in an honorable and responsible manner when they can't even own up to their mistake and provide me with the item (or a comparable one) at the price I paid for it?


I am sorely disappointed in the response I've received from this company and would not recommend that anyone do business with them in the future.


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