BBB Accredited Business since

Carol Wright Gifts

Phone: (732) 225-0100 100 Nixon Ln, Edison, NJ 08837 http://www.carolwrightgifts.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Carol Wright Gifts meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Carol Wright Gifts include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 94 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

94 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 29
Delivery Issues 9
Guarantee/Warranty Issues 0
Problems with Product/Service 45
Total Closed Complaints 94

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Carol Wright Gifts
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 3

Additional Information

BBB file opened: January 05, 2000 Business started: 03/01/1979 Business started locally: 01/05/2000
Contact Information
Customer Contact: Ms. Leigh A Tricamo, Vice President, Marketing
Business Category

Mail Order & Catalog Shopping

Alternate Business Names
Dr. Leonard's Healthcare

Additional Locations

  • 100 Nixon Ln

    Edison, NJ 08837 (732) 225-0100

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Some how I received their catalog, no where on this catalog does it say contains adult material caution advised or anything of that nature. My 12 year old daughter opened it and went through it and came across 2 full pages of sex toys, dildos and other adult items! I am absolutely shocked that this kind of content is allowed to be accessed by just anyone!

Desired Settlement: Print on your magazines that it contains adult material so other children don't have to be subjected to this! PLEASE

Business Response:

I am responding to the complaint made concerning the displeasure with our selling adult comfort items in our catalog.  I am sorry that these items were offensive.

Please know these products are sold to many of our senior population in the United States.  They are very sensitive and it allows our senior customers to make these purchases in the privacy of their homes, without going to go to the store.

I have had the customer removed from our mailing list.  If I can be of any further assistance, please contact me directly.

 

Sincerely,

Pat Nalewajko

Director of Order Services

 

Consumer Response:
Complaint: ********

I am rejecting this response because: removing my name from the mailing list is NOT protecting other children from seeing the adult section of your catalog. I am asking you to mark on your catalog that it contains adult material to protect other children from seeing this. I have searched the Internet and your site and there are numerous complaints of people's children seeing this material. 



Regards,

******** *****

4/16/2016 Problems with Product/Service
4/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received one of Carol Wright Gift catalogs in the mail a couple of days ago. The front of the catalog had pictures of spring yard art, very cute. I usually give things like this to my grandkids to look at because the pictures are pretty. But this time, thank God, I looked through it to see if I could find something I liked. About half way- through her catalog there was 2 or 3 pages of what I call pornagraphic pictures. Pictures of mens genitals, even though they were fake, they looked very real. There was even on area where they had a picture of a man and a woman together and they were naked and in questionable positions. I checked the front of the catalog for notices that there was anything in their catalog that wasn't suitable for children or even kids under the age of 16!!! I got that trash out of my mail box.! It wasn't sealed or anything. If I received their catalog in my mailbox then how many other homes recieved them? Even worse, how many kids look throuugh it because the cover had 'pretty pictures'' !!!! Our name/ current resident was on the cover. I realize they get their information from a list of names. I also, know that they expect more people will order from them than not, that's how they make money! I am going to contact them and take our name off their mailing list. My experience with things like this is contacting and telling them to remove our name and address is try telling a teenage no! It ain't happening. That's why I am notifying you!! This time please do something other than making contact with them a letting them know this is unaccetable and remove the things that are pornagraphic. They may remove the pictures for a little while but they will be back in their catalogs. It so very sad to sit back and see how far our country has gone. TV is bad enough, stores. Now magaziuuuuuuuuuuuuuuuuunes that mail that kinda filth openly to FAMILIES is a whole new level of low!!!!!!!!!!!!!!

Desired Settlement: To have the filth removed completely and permanently. If they refuse do something else until it does work. Don't forget they are advertising trash in catalogs that have pictures of cute garden art, lamps, toys for children and right in the middle they sneak in trash that is on TV, in songs, and in adult clubs!!! Our kids are already being attacked from all sides with sex through just about everything and now they have disgraced our country again. The government had approved programs for our school age children, elementary through high school, ie: radical Muslim, Iran under the guise of our kids learning about multi-cultures. They are not teaching our children about American history. They have replaced it with a completely edited version and now they added the very people of which their logo is 'DEATH TO AMERICANS'. Now, Carol Wrights Catalog about cute litttle garden toys!!! We are going much faster down the slippery slope than we will admit. Please stop this trashy magazin

Business Response:

I am in receipt of the complaint concerning Ms. D******'s displeasure with our selling of adult comfort items in our catalog.  I am sorry that these items offend you.

Please know these products are sold to many of our senior population in the United States.  These items are very sensitive and it allows our senior customers to make these purchases in the privacy of their homes, without having to go to the store.

I have removed this customers name from our mailing list.  If I can be of any further assistance, please contact me directly.

 

Sincerely

P** *********

Director of Order Services

4/1/2016 Problems with Product/Service | Complaint Details Unavailable
3/11/2016 Problems with Product/Service
2/28/2016 Billing/Collection Issues | Complaint Details Unavailable
2/23/2016 Advertising/Sales Issues
2/7/2016 Delivery Issues
2/1/2016 Billing/Collection Issues
1/20/2016 Problems with Product/Service
1/20/2016 Problems with Product/Service
1/19/2016 Billing/Collection Issues
1/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for 2 items with Carol Wright Gifts which were received as ordered. I began paying from the statement sent, paying in installments. The total was I believe between $50 and $70 in total. Sometime after I received the statement and made the first payment I received a telephone solicitation from them for some type of ******** to savings service, which I did not want but the solicitor would not take "no". I was assured I could cancel upon receipt, which I did. By this time I have nearly paid for the merchandise I ordered, the cancellation for the ******** had been sent, so I ignored the amount for it shown on my statement assuming it had all crossed in the mail. I made my last payment for the merchandise I ordered and the following month was astounded to receive a new statement for an unexplained amount for the cancelled ******** service which was never used and was cancelled pretty much upon receipt. Since then they have called me, threatened me with collection, transferred me to a discontinued telephone number, and continued to send me dunning statements. They have ignored the letter I have written and just today received yet more threatening statements. The charge is invalid, the merchandise I ordered has been paid for in full and on time, and they are harassing me for a packet of services I will not and cannot use ever. I want this account cleared, those invalid charges removed, and the account closed. I will never order from them again but that is their loss.

Desired Settlement: This firm via a telephone sales solicitation added a so-called ******** service (?) on my account that I supposedly could cancel at any time, which I did as soon as it appeared on my statement and I received the packet of information/services, which I did not use. Via a telephone conversation recently the spokesperson for the firm admitted the service was cancelled in October of this past year but they continue to bill me and add on late charges and now threaten collection. They, during a telephone conversation, "transferred" me to another office to confirm the ******** was cancelled but the telephone number was no longer in service. I have talked to them, written them in detail, and they ignore all. The items I purchased from them were paid in full on schedule. They will not even explain what these ******** charges are for. I want this account cleared and closed as paid in full. I will never buy from them again after this experience. I want the threats from them to end & marked paid.

Business Response:

 I have received and investigated the complaint from Ms. *****.  Our records show that Ms. ***** was offered and accepted a membership in our ******** ** ******* program.  This offer was made by one of our customer service representatives following an order she placed with our Carol Wright catalog.

 

******** ** ******* offers members savings on everyday products and services.  the cost of this membership, which is billed monthly is $2.99 for the first month, and then $14.99 per month until the customer chooses to cancel.

Ms. ***** did cancel the membership on October 24, 2015. 

Carol Wright has a satisfaction guarantee policy on all products, including ******** ** *******.  I have issued a credit to her account for all charges related to this membership which total $20.87

This credit will be posted to her account, bringing her balance to zero.

 

I apologize for any inconvenience we have caused, and if I can be of any further assistance, please contact me directly.

Sincerely,

*** *********

Director of Order Services

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much for your assistance.

Regards,

***** *****

12/29/2015 Delivery Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/9/2015 Problems with Product/Service
12/1/2015 Problems with Product/Service
11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was searching for an item and was given a link to ***** ****** *********. At the top of that page it stated in RED "Free standard shipping on all orders today. No minimum" but when I placed items in the shopping cart a shipping charge showed. I telephoned their customer service and was told "no such offer was active" and the representative would not accept an email from me with the link I used so she could see what I was seeing. The representative discounted what I was trying to tell her regarding shipping fees and she made NO attempt to assist me. Here is the site I used: *************************************************************************************************************************************************************************

Business Response:

I have investigated the complaint from Ms. ****, and found that on her order of November 5, 2015, she was not charged a shipping charge.  She was charged our normal handling charge of $5.90.  Our website does say that all orders will include this charge.  As a courtesy for her inconvenience I have issued a credit to her ****** **** for this charge.

 

If I can be of any further assistance, please contact me directly.

 

Sincerely,

*** *********

Director of Order Services

11/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very diligent about maintaining my privacy. I continually renew my DMA Opt-out preferences for both of my residences. I will of course contact this company to ensure they remove my name & address from their Mktg dB's. When I ask these companies WHERE, or from WHOM they obtained my name & address, they refuse to provide the information. This company claims they're a DMA member, however, I checked the DMA website today (11/3/15) & they were not listed.

Desired Settlement: I would like to know WHERE Carol Wright Gifts obtained my personal & private information.

Business Response:

I have received and investigated the complaint from Ms. *********  I apologize for the inconvenience we have caused her.

Her name and mailing address was rented from a compiled file of names of mail order buyers.  The company that rented us the name is called **********.  I have marked all of our records so that no future catalogs will be mailed to her.

 

 

Consumer Response:  
Better Business Bureau:

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

  

11/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed on order for $83.83 with this company on September 30, 2015, I only found out today, October 15, 2015, after I called their customer service department that I was not even scheduled to receive my order before the 21st of October at the earliest. I find this total lack of customer care completely unprofessional and unacceptable. While ****** receives all of its mail and packages by overnight delivery on FedEx. from ******* there is absolutely no reason for it to take three weeks for them to get my order to me. I have thereforwe requested that the company immediately canbcel my order and refund my money in the full amount plus an extra one hundred dollars foir the time I had to spend chasing down my order and calling them only to be put on hold for more that 15 minutes on loing distance. The very least the company coulkd have done was notify me that It was going to take so long to deliver the order and I would not have placed it with them. I do not want that extra $100.00 to be in the form of an in store gift card as I will no longer be doing any business with this company.

Desired Settlement: A full refund plus an extra $100.00 for the time and effort that I had to put out to track down my order and find out why I haden't gotten it, when their own customer service didn't know why it was taking so long. This company needs to know that it can not treat its customers in such a completely unprofessional way.

Business Response:

I have received and investigated the complaint from Mr. *****.  He placed the order on our web site and selected Standard Shipping and Handling.  The order was placed on September 30, 2015 and shipped on October 2nd.    It normally takes between seven and ten days to go from New Jersey to ******.  In tracking the order I did see the progress from the Post Office as stalled.

Today the tracking showed that the package was delivered yesterday October 19, 2015 at 3:45 PM. 

I apologize for the delay, and as a courtesy have credited your credit card in the amount of $26.85, this represents the return of the handling charge of $5.90 and a 25% discount on the order.

 

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a watch for my visually impaired uncle and when he received it, the watch did not work. He called the the store and they told him to return it and that they would send him another watch. Once they received the defective watch, he was informed that they would not be rep**cing the watch. Instead, they would refund the money on the card taht it was purchased on. Well, the refund did not match what was paid (total payment including shipping). So, I called the store since I made the purchase. The person who ansewered the phone was very very very rude. She did not have a professional bone in her body. I was on hold for a minute before she came to the phone and simply said hello, nothing else. So, I proceded to tell her why I was calling when she rudely and abruptly cut me off and began to ask for information to verify the purchase. After she found the purchase in the system, she immediatley said I spoke to you on the 9th and told you that we were refunding the money. I tried to exp**in to her that I was not the person she had spoken to that this was my first time calling in reference to the purchase. She began to say no no no I talked to you on the 9th I have the notes in the system. I said ma'am you did not speak to me this is my first time calling. I purchased this watch for my uncle and you spoke to his wife, not me. She then said well we put the money back on the card and I told her that. I said I know that. If you listen and let me exp**in I can tell you why I am calling. So I exp**ined that I did not get a full refund. Sshe then proceeded to tell me that with returns, they do not refund shipping. I exp**ined that the watch was defective and that since the sent the defective product I should be refunded the full amount of the purchase. She kept saying we don't do that. They could have at least rep**ced the watch, but they did not do that. I feel that this company is a rip off and that they have stolen my money. I work hard everyday for what I have and I do not appreciate someone stealinf drom me. To make the matter worse, my uncle is visually impaired and does not have the product that he need in order to help him day to day. What a sad excuse for a company. This company does not care about its customers or providing a great customer experience.

Desired Settlement: I am asking that the difference that was not paid to me (from my purchase) be refunded.

Business Response:

I have received and investigated the comp**int from Ms. ******** and want to apologize for our poor listening skills.  The manner that the agent handled the call was addressed.  I also spoke with our returns department because in fact I found that the return was not processed correctly.

I have issued a credit to your Visa card in the amount of $8.94 which is the postage and handling paid on the original order.  I have also entered a new order at "no charge" to be shipped to Mr. ****** ****** in **.

We try very hard to handle each customer and order correctly, and again I apologize that in both cases this was not done.

I hope that Mr. ****** enjoys his watch and if I can be of any further assistance, please contact me directly.

Sincerely

Pat Nalewajko

Director of Order Services

Business Response:

I have received and investigated the comp**int from Ms. ******** and want to apologize for our poor listening skills.  The manner that the agent handled the call was addressed.  I also spoke with our returns department because in fact I found that the return was not processed correctly.

I have issued a credit to your Visa card in the amount of $8.94 which is the postage and handling paid on the original order.  I have also entered a new order at "no charge" to be shipped to Mr. ****** ****** in **.

We try very hard to handle each customer and order correctly, and again I apologize that in both cases this was not done.

I hope that Mr. ****** enjoys his watch and if I can be of any further assistance, please contact me directly.

Sincerely

Pat Nalewajko

Director of Order Services

10/20/2015 Billing/Collection Issues | Complaint Details Unavailable
10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been requesting to be removed from the Carol Wright Gifts postal mailing list since Feb. 2014 and my request has not been honored. I received another unwanted catalog today, 9/30/15. I made my request again in Oct. 2014 and was told by Carol Wright Gifts that I would receive one or two more and then they would stop. It is now September, and I want them stopped immediately.

Desired Settlement: I want my name/address/phone/email removed from Carol Wright Gifts lists immediately and from any affiliated companies. I also do not want my information shared with any company.

Business Response: I have received and investigated the complaint regarding us sending catalogs to this customer, I have notified our mailing house to immediately remove her name from all of our lists.  I apologize for the inconvenience we have caused. 

 
 

Consumer Response:  
Better Business Bureau:

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

Regards,
 

9/21/2015 Billing/Collection Issues
9/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company sent a catalog to my house. On the cover was a Mom and daughter playing with a "***** ***" plush toy. The catalog sells lots of "** **** ** **" items plus all of those cheap, unique items you see in all kinds of catalogs...with one major exception. My 7 year old saw the catalog and was paging through it (She asked if she could and I said yes)She comes to me and says "Daddy I don't understand what these are?"......imagine my shock to find on pages 46-47 dildos, vibrators and erection rings!!!!! What kind of company thinks this is anywhere even near appropriate???? Shocked. I contacted the company for answers and to be removed from the mailing list...I have had no response to as to why they would do this but I have had a robotic response to being removed from the mailing list. Disgusting company that cares nothing about the family!

Desired Settlement: Apology, explanation of the thinking process behind doing something like this, removal from their mailing list and removal of offensive items from a catalog that has children's toys in and appears to be family friendly.

Business Response:

I have reviewed the complaint from Mr. ********* concerning his displeasure with our selling of adult comfort items in our catalog.  I am sorry that these items were viewed by your child.  Please know these products are sold to many of our senior population in the United States.  These items are very sensitive and it allows our senior customers to make these purchases in the privacy of their homes, without have go to a store.

While I know we cannot please everyone, we are disappointed to lose a possible customer.  I have removed your name from our mailing list, and advised our mailing department to stop all future catalogs.

I apologize for the inconvenience that was caused.  If I can be of further assistance, please contact me directly.

Sincerely,
*** *********
Director of Order Services

9/11/2015 Problems with Product/Service
9/4/2015 Billing/Collection Issues | Complaint Details Unavailable
8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned the product I ordered from Carol Wright Gifts order # XUZV4500, and their Customer Service Dept. told me they received the merchandise back on June 22nd, 2015. Customer Service also told me I would receive my refund in a few days! I did not receive my "refund" until July 7, 2015, some 15 days later! Also I did not receive a full refund due to me in the amount of $ 29.64! What I received was $7.00 on July 7, 2015! This company charged me $ 14.99 for the merchandise, $ 8.75 "express shipping" which I did not ask for, handling charge $ 3.95 and $ 1.95 replacement fee "if my order was lost in the mail"! I have reported this company to my credit card company and they have listed this company " as doing fraudulent activities/ business! My credit card company had issued me the balance of my refund due of $ 22.64. Carol Wright Gifts is responsible for this amount back on my credit card immediately! This business is now listed with my credit card company as a Fraudulent practicing company.

Desired Settlement: Carol Wright Gifts owes me a balance of $ 22.64 payable now, to my credit card account now. Thank you, 

Business Response: I have investigated the complaint from Mr. **** and found the following:

The order was placed on June 9, 2015 on our internet site.  Mr. **** entered the order and selected "Priority Shipping".  The item was shipped on the same day.  Mr. **** returned the item to us using the "Prepaid Postage Label" that was attached to his packing slip.  The returned item was received by us on June 22, 2015.  The original cost of the order was $29.64.  This included the $8.75 for "priority shipping" and the handling and replacement cost of $5.90. 


In returning the item, Mr. **** used our "prepaid label" which clearly states that a fee of $7.99 would be deducted from his refund.  It is also our normal practice to not refund the original shipping and handling charges on any order unless the items are received damaged and defective by the customer.  This was not the case.  Therefore the refund of $7.00 was indeed correct.

As a one time courtesy, I have issued a credit to his card for the balance of $22.64 for the order.  If I can be of any further assistance, please contact me directly.

 



?

Consumer Response:  
Better Business Bureau:

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

Regards,

****** ****     I would like to make a statement for the BBB to put on file regarding Carol Wright Gifts and the rather "poor excuse" for not refunding

me my full refund "until I placed a complaint with the BBB"!   This company does business in an unorthodox fashion to be polite!  They have a spokes person
that responded to my complaint and made it look like it was "all my fault" that I did not receive a full refund at the time! I am thankful that to the BBB that I
was able to receive my full refund as the company received their merchandise back and my refund should have been fully restored as they got back their
merchandise! As for the return postage that should have been supplied by the company due to the fact that the product "was not as advertised and did not
work"!  I will see that I do not do business with this company ever, again nor my relatives & friends! Thanks once again to the BBB for your support regarding my
complaint as I am a senior and on a "fixed income", every dollar counts. Mr. ****** ****

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Carol Wright Gifts on 6-17-15 for the Genie Slim Jeggings for my daughter and myself. I ordered a size 1x and my daughter ordered the small/medium pair. The order came and we tried the pants on, but the pants are cut smaller, so my daughter wasn't able to fit the small/medium; I was able to fit the 1x but I figured I could use a 2x to give me a little more room. Instead of exchanging both pair my daughter kept the 1x and we sent the small/medium pair back to exchange for a 2x for myself. They were mailed out on 6-29-15. I called to talk to a customer service rep so that they could notate the account and we had also written the exchange instructions on the return form. The rep was very nice and helpful and I also let her know that I would send in my payment as soon as I received the jeggings. I got the jeggings after about 2 weeks and when I tried the 2x on they were so tight I couldn't even pull them up. I was very confused because I was able to fit the 1x fine, but the 2x I was not. I knew that there had to be a factory error, so once again I sent the jeggings back, which was on 7-17-15, and I called into to talk to a rep about the issue. The rep that answered was argumentative and had a bad attitude. I simply asked her to exchange the order for a correct pair of 2x. I received that order back on 7-24-15 and when I opened the package I could tell that they had turned around and shipped the exact same pair back to me and when I tried them on I was again unable to get them up. I have pictures to prove this. I had to get more of the big mailers to send the jeggings back for the third time and I will be mailing them off tomorrow, 7-28-15. My daughter called in and talked to the supervisor and she claimed that she would talk to the rep, but after so many issues I have little faith that proper procedures will be done to correct this. The employees at Carol Wright Gifts are not very professional and all I want is for my order to come back right.

Desired Settlement: I just want the business to send me the correct size, which is a 2x, so that I can pay for the order. I realize that the jeggings run smaller, but like I stated previously, I was able to fit the 1x but I wanted a 2x to have a little more room. There had to be a sizing error in the factory or manufacturing process, or incorrect labeling of sizing on the pair of jeggings that I got. The lack of professionalism in some of the employees is very hurtful. I am on a fixed income and I only wanted to do something nice for my daughter and myself, and it has turned into an unnecessary process.

Business Response: I have investigated the complaint from Ms. *********, and fount that her replacement order was processed with the size clearly marked as 2X.

Since the shipping department is in another facility, I do not have the ability to see exactly what is shipped.  Before processing a new order, I checked with our Quality Control department to see if there was a known problem with the sizing of these pants.  I have been told that since the material is made to stretch it is hard to measure to a comparable size chart.  They asked me to have the customer make sure that the correct ones are received, by checking the inside size label. 

I have processed a new replacement order, and it will be shipped as soon as possible.   I apologize for the inconvenience caused.  If I can be of any further assistance, please contact me directly.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.

Regards,
*********

8/4/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an unsolicited catalog from Carol Wright Gifts and was horrified to see a page of nothing but sex toys. No Warning on the front of the catalog, or the back for that matter. What if my kids had been looking at it instead of me? This sort of thing should not be mailed out in a general mailing and I do not care to EVER receive another one from this company. Adult content should be properly labled and not just sent randomly to homes that may have young children. how is it even legal to catalogs with sex toys out to random homes without knowing if you audience include under aged kids

Desired Settlement: That they cease sending out catalogs that contain adult content with no warning or consideration of who might see it.

Business Response:

I have received and investigated the complaint from Ms. ******* regarding our catalogs.  I have marked her name and address to suppress future mailings.  Our catalogs are preprinted, and one may already have been mailed to her.  I have also added her name and address to our "hot list" to ensure that she no longer be sent the catalogs.  I am sorry for the content of the catalog, but we have a lot of customers who wish to purchase these items.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a quilt/bedspread and it ripped the first washing. The fabric smelled so I washed it even BEFORE use. They tell me to box it up and send it back to get my money back. I will NOT spend $12-$15 to send the crap back only to get MY $19 back. They of course do NOT refund shipping.

Desired Settlement: ALL MY MONEY BACK Almost $30 with original shipping.

Business Response:

I have received and investigated the complaint from Mr. Zera.   Since the item was defective a full refund should have been issued when he called and spoke to our Customer Service representative.

I have issued a full credit of $28.93 on to his Visa card.  I apologize for the inconvenience that we have caused and the agent who handled the original call will be informed of his error. 

Sincerely,

 

7/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 0n 5/28/2015 ordered 5 items from catalog-$129.95 Product Total + $16.94 for Postage & Handling for total amount of $146.89. Items were poor quality and did not fit. I sent back all items on 6/15/2015. I also called customer service on 6/15/2015 at 6:18 PM spoke with Bella to let her know items being returned so she could note account. Today-7/13/2015 I receive a bill for $31.74! Only things noted were: Previous Balance $146.89 (which is correct), then under "Other Credits $116.97, and then INTEREST CHARGED $1.82 (WHAT?!)I returned items within return time period, if they're charging me for all the Postage & handling, then I should be credited with the Product amount of $129.95.So Their P&H is $16.94, their postage label for return was $7.99), so that's $24.93. What the heck is all that other money coming from. And why charge interest on postage & handling fees?????I have no items and they get all this money?????? Something's wrong. I called them and they just keep telling me I owe them $31.74! What's wrong with this picture?I thought I would just be billed the $7.99 for postage return label, when I spoke with Bella she agreed. By the way, she NEVER put note in system, or so I was told!

Desired Settlement: I am willingly to pay the $7.99 for postage return label and then WANT NO FURTHER CONTACT, CATALOGS,ETC. FROM BUSINESS. Thank you.

Business Response: I have received and investigated the complaint from Ms ******, when she returned the order, which totaled $146.89 three things happened to reflect the refund credit of only $116.97.  First, she used our postage paid return label, which clearly states that a fee of $7.99 would be deducted from the refund. Second,   It is our normal procedure to refund the original shipping and handling only for damaged and defected items and not for items returned for other reasons.  The third was, that our processing department did not process item 23813 the Lens Clear as being returned.

Ms. ****** should have been told these things when she called on June 15, 2015.  As a courtesy, I have issued a credit to her account for the full balance shown on her statement of $31.74.

If I can be of any further assistance, please contact me directly.

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would also like to say Thank you for your help. You are appreciated.

Regards,

 ******

7/16/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is against Carol Wright Gifts. Placed order by phone on Fri. (4/17/15) from a catalog. Called company Wed (5/6/15) to tell them I'm sending items back for refund & also. Questioned (Postage Paid Label) enclosed for refund. Paid $5.90 postage w/order @ time ordered w/a credit card ($3.95 handling charge & $1.95 for lost replacement total $5.90) Catalog stated Free Shipping Representative stated a total of ($7:99 total would be deducted instead of & 5.90 from refund of $17.88.) Ordering items & sending it back are the same. It doesn't cost more to send back since the same items are being sent back. Did not send items back till I get a confirmation of refund of $17.88 minus $5.90 refunded of $11.98 in the form of a check. Then there's the matter of exchanging 2 for the price of 1 (credit card case) to be exchanged (1) is (the zipper is damaged)

Desired Settlement: To refund my money on the #1) Micro. Pressure Cooker & Zip Credit Card Case/2 #2) Amount of money deducted for shipping only (5.90) #3) Refund total of ($17.88)

Business Response: I have received and investigated the complaint from Ms. ******.  I found that her order #******, was placed on April 17, 2015 and was delivered to her on April 23, 2015.  This order totaled $17.88 which included the $3.95 handling and $1.95 replacement fee.

From our records, I can see that she did call and spoke to one of our customer service agents on May 6, 2015.  The notes in our system show me that the customer will be sending back both items.

Our packing slips contain a postage paid return label for customer's convenience.  The fee for using this label is $7.99 which is clearly stated on the label.

When Ms. ****** told our agent that the item she received was damaged.  She also made sure that the return label fee would be waived, and therefore the customer would not be charged.

Our normal procedure is to issue credit back to the customer's card when the items are received.  We do not issue credit for the handling and replacement fee, unless the entire order is damaged or not received by the customer.

When an item is returned for exchange we use the credit on the returned item as payment for the replacement item.  Instructions from the customer should be clearly marked on the back of packing slip when returning the items. If I can be of any further assistance, please contact me directly.




If I can be of any further

Consumer Response: Complaint: ********

I am rejecting this response because: Company is running a scam. It doesn't cost more to send items back. It's the same weight including a postage paid label. Full refund of $17.88 including shipping. Copy of ordering sheet is being sent.


Company is running 





Regards,

******* ******

Business Response:

In response to the rejections of our explanation, when Ms. ****** called our company on May 6, 2015, our customer agent immediately waived the Smart Label Fee of $7.99 because she told the agent that the items were defective and it is noted that the customer wanted an exchange.

To explain the outbound shipping and handling fee of $5.90 versus the return smart label fee of $7.99, we receive a discount on the outbound package due to the high number of packages sent daily.  The returns are done on an individual basis, therefore we do not receive any discounts that we can pass on to our customers.

No refund was issued until today, because we were waiting for the items to be returned.  As a courtesy, I have issued today a credit to her ****** card for the total charged on this order $17.88.

Since the method of payment was her credit card, our system issued the refund to that card.  Depending on the date of her statement, this credit should show on this month’s or next month bill.

 

Sincerely,

*********

Director of Order Services

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Accepting business response & will be sending back merchandise to company for the full refund of $17.88 & checking my credit card till I receive full refund of $17.88
Thank you 


Better Business Bureau:

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

Regards,

******* ******

7/9/2015 Delivery Issues
7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a customer of carol Wright Gifts. My account number is *************. I have a $500.00 limit with them. On June 7, I placed an order for area rugs. I have placed 5 orders since may 24th. I check on the most recent order and noticed the order was placed on "hold" and a letter was being sent to me asking me for "additional funds"! I called the credit department and asked why, and I was told I had placed ""too many orders" recently! I asked to cancel the order since I could not have it. I continued to question the representative and she said that this was done to "protect my account" from identity theft! I said well, what is it, you want more money or are you protecting me from identity theft? She then told me I had to wait 3 to 4 weeks before I place another order1 WHAT IS THE real STORY??? I have paid my bill so it can't be that. the rep on the call was so snooty and unprofessional. She simply could not get her story straight. I was angry during this call and rightly so. If they needed to confirm I made the order, there were many ways to contact me to verify it. Yet they did nothing, no phone call, no e-mail, nothing. To write to me and ask for "additional funds" to make the purchase is NOT protecting my identity. I do not like being lied to. The best thing for them to do is fill my orders when I make them, or let me know that they don't want my future business.

Desired Settlement: Fill and deliver my latest order, and fill future orders without problems. I have never failed to pay my bill on time, so when I want something, I buy it.

Business Response:

I am sorry for the delay in responding to this complaint.  I wanted to investigate fully.  I have found that our credit department does indeed check the amount of orders put on an account in a short period of time.  Since Ms. ***** placed orders on our internet site on May 5, May 14, May 27, May 30, May 31, June 6 and June 8th, their system is alerted to possible fraud, and the last order received is put on hold and a down payment is requested.

This is done to make sure that the owner of the account is aware that all of the orders were put on her credit account and she would be responsible for paying for them. 

I apologize for the way that it was explained to her, and if the person answering her questions was unclear and uncaring.  We do value her business.  Her account is in good standing, and we look forward to her future orders with us.

If I can be of any further assistance, please contact me directly.

 

 

Consumer Response:  

I am rejecting this response because: The answer DOES NOT address the issue of my "future" orders.  I was told I cannot place any orders for another 3-4 weeks, because I placed too many!  I was given a $500 credit line, and as long as I pay my bill and don't GO OVER my credit line, I should be able to place my orders.  If I do not receive some information regarding this issue, and the individual who spoke to me about this issue is not reprimanded, then this situation is not solved.  Please address this issue.  If you do not want my business, your competitors do.  And they don't worry about how many orders I place, because I am a great customer, and pay my bill.  So carol Wright Gifts needs to decide if they want my business. 



 

Business Response: I want to apologize for the delay in responding, but needed to wait for a reply from our credit department.
The order in question was released from credit hold, and approved for shipping.  Unfortunately, we are out of stock and at this time we are unable to get any more.  A letter regarding this was mailed to her on June 30, 2015.

I also se that another order was placed and released for shipping on July 4, 2015 and is currently being packed by out warehouse.

I was advised by our credit department that orders placed within 15 days, triggers a system hold.  They acknowledge this Ms. ***** is an excellent customer, but if more than two orders are placed within that 15 day window, the system could generate a hold until down payment is received.

 

Consumer Response:  
Better Business Bureau:

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

 

7/7/2015 Problems with Product/Service | Complaint Details Unavailable
5/10/2015 Billing/Collection Issues | Complaint Details Unavailable
4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 products from the company called the wizard a hair removal device. They were priced at $20.00 a piece. However , once I received them I realized the devices were faulty so i called and told them i was very dissatisfied and they sent me a postage paid envelope to return them. After I returned the 2 products I still received a bill after so i called in yet i still continued to receive ever increasing bills ,harrasing phone calls, and threatening letters concerning the products that were returned already. I informed several reps that they'd been returned but they continue to demand that I pay for one.

Desired Settlement: I would like for the bill to be cleared considering i returned there products and id like for the the harassing phone calls to stop.

Business Response:

I have investigated the complaint from Ms. *******, and found that the order was placed on October 13, 2014.  The order totaled $52.35 which as placed on her "Shop Now" payment plan.  The order was shipped to the customer on October 16, 2014, with the first payment due on November 16, 2014.   The late charges and finance fees were added monthly to her house credit account as no payments were received.  We received a call from the customer on December 12, 2014 telling us that she would be returning the items.  At that time we wrote off the late fee of $10.00 and the finance charge of $.98.  We did not receive the merchandise back until January 21, 2015, which caused charges for December and January.


The return was processed for only one of our item 17590 - but I have invested and given her credit today for the second one she said she returned, as a courtesy.  I have also written off the remaining finance charges and late fees and when this is processed will bring her balance to $0.



?

4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/7/2015 Problems with Product/Service | Complaint Details Unavailable
3/23/2015 Billing/Collection Issues
3/23/2015 Problems with Product/Service | Complaint Details Unavailable
3/12/2015 Problems with Product/Service
2/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stop sending me the useless catalogs, as I have been requested for over a year now. I tried to call again today at ###-###-####, but I had to wait over 1/2 hour, and that is crazy. I have also sent emails about this problem. I don't want to receive any more catalogs from this company- it's a waste of time and money. JUST STOP IT . Account# **** **** *** ****** ******* **** ******* *** ****** **** ** **********

Desired Settlement: Stop sending me your useless catalogs, as requested multiple times over a year ago or even longer.

Business Response:

I have received and investigated the complaint from Ms. *******. and I apologize for the inconvenience that we have caused her.. I have deleted her name from our mailing list, and will have it added to our "hot list" to make sure that all future catalogs are stopped.

Sincerely,
*** *********
Director of Order Services

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for now.  Note that I have asked to be removed many times before online and on the phone, and I'm still receiving your catalogs. If I still get your catalogs or any marketing mailings in the future, I will file another BBB complaint and refer to this one as the first one I filed with the BBB. This needs to stop NOW. It's a waste of your money and paper.

Thanks,

****** *******

2/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: After buying from this companies catalog the sales person gave me an offer to receive 5 x $10 coupons to buy anything from the catalog if I agree to look over an offer of another product. I agreed, received the materials but declined the offer and used the coupons to buy products. After receiving the products the size was too small and asked for a bigger size. The company could not supply that and when I wanted to use the coup[on for another product the company told me I cannot use the coupon a 2nd time. I talked to the Supervisor who told me I cannot use the coupon more than 1 time and that she will give me the credit for 3 coupons as a courtesy, but now I have 2 more coupons of products that I had to return and will just loose my benefit on those and of future coupons. I do not agree with this as a good principle in business dealings.

Desired Settlement: If a company offered a coupon of $10, then no matter what, but a person should be able to get the worth of that $10 even if there is no replacement of the ordered product. Any other product chosen should be good enough.

Business Response: I have received and investigated the complaint from Ms. ******.  She is accurate in saying that we office $10.00 coupons to some of our customers in order to interest them in trying new membership offers. We send the customer five $10.00 coupons with each offer.  These are to up used to purchase any merchandise on orders of $25.00 or more. 

Ms. ****** was offered these coupons on both Passport to Health and Passport to Savings Memebership.  She used the coupons to place 18 orders, using the coupons more than once.  If items are returned, we do not replace the coupons.  The refund given for each returned item is the full price of the order.  These coupons are good for 1 order only, just like in any store - if used it is not replaced if items are returned.


Ms. ******, just agreed to look an another program and will be getting five more coupons to use as she wishes. 

We offer other types of incentives to our customers, such as Internet Specials, Shop Smart discounts, and sometimes discounts on specific items.  These are given to our customer when orders are called in.

If I can be of any further assistance, please contact me directly.


Director of Order Services

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had an account#************* with this company for years suddenly when I placed an order with them they opened another account in my name they admit it is their error but say they cannot credit me the late charges that have incurred because I was not aware of this account until recently and will not merge the accounts until I pay off the incorrect one I am retired and cannot pay two accounts

Desired Settlement: I want any late charges credited and to only have one account with this company as I should

Business Response: I have investigated the complaint from Ms. ******, and found that she has had two credit accounts with us since July 16, 2013.  She is correct in saying that this is an error on our part.  We are in the process of having this corrected.  The request to merge accounts was processed yesterday and should take no more than five business days to be completed.  That being said the late charges on the second account have been credited.  In order for the merger of accounts to take place it was necessary to cancel the open order for Men's Indoor/Outdoor Moccasins that was placed on January 8, 2015.  If this order is still wanted, it will have to be placed again, after the merge takes place.

I apologize for the inconvenience we have caused this customer and will watch the account to make sure that the merger of the two accounts is taken care of by our credit department.

Sincerely,
*** *********
Director of Order Services
?

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** ******

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In November I purchased three item ( Mattress Covers) which had multiple quantities but they were back ordered and so I cancelled. Another item which was a heating pad for 25.49 and the last item was an "Clear TV Antenna" for $16.99 (I returned with their label because it did not work at all) which was the prices after the 15%off code (This order qualifies for a 15% DISCOUNT confirmed from their site) The shipping for these items was 12.99 for all items before cancelling. The company never updated my price online and this is what their company is still showing which is pasted below. After emails to receive the corrected balance (and a late fee) I finally received an call which I was unable to answer at the time but called them back. After asking them my correct balance they quoted me $57.42 because they were charging me a shipping fee for using their label. However, their site states "Our Guarantee If for any reason you are not 100% satisfied with a product, you may return it for a prompt refund within 30 days of receiving your item. No questions asked!" and says to return it with their label but does not state a fee. I found all of this after speaking to the rep on the phone and after reviewing it all I chatted with a rep who told me it was on my invoice which I had in hand and it did not state their would be a charge. After going back and forth, the rep told me she would credit the 7.99 return label fee and quoted a current bal of $42.25 for an item that was priced $25.49. Now when I went in to mimic order the exact item which was then $29.99 with shipping and all it came to $38.93 and that's without the 15% but I am paying $42.25 (minus 7.99 from orig) which is more plus with out 15%. Extra-Large Heating Pad $25.49 Shipped $25.49 Mattress Protector| - Full $8.49 Cancelled $33.97 Clear TV Antenna - As Seen on TV $16.99 Returned $16.99 Merchandise Total: $76.45 Postage & Handling: $12.99 Priority Service: $1.95 Order Total: $91.39

Desired Settlement: I fill that if the mimic order states that I should be paying $38.93 with shipping and all and that's without the 15% so I should be paying the 25.49 (which is with the discount) plus my shipping of 6.99 which the mimic order states that I would be paying if I would clicked "Proceed to Checkout) as well as the $1.95 Priority charge. Down below is the copy and paste of the charges of the mimic order as if I was placing a new order. Merchandise Total: $29.99 (the discounted price then was 25.49) Shipping: $6.99 Priority Service Plus prompt free replacement for orders lost in transit $1.95 Order Subtotal: $38.93 So I feel my balance should be 34.43$ 25.49+$6.99 Shipping + 1.95 Priority fee = $34.43 instead of the new "supposing adjusted price of $42.25 I am still being over charged. I expect them to honor their guarantee and be fair and do whats right.

Business Response: I have investigated the complaint from Ms. ******* and have found that the item she kept from the order was the Extra Large Heating Pad and she was charged $25.49 for that item.  I issued a refund of the $7.99 label charge as the item returned was defected.  I also issued credits to the account for the late fee and the finance fee, and deducted $6.00 from the original postage that was charged.

These credits will be processed tonight and leave her account with the balance of $34.43.

I apologize for the inconvenience we have caused this customer, and look forward to her future business.

Sincerely,
*** *********
Director of Order Services
?

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *******

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I first called about returning the item, the customer service rep said they would accept it back at ANY time, not giving a limit, and he also stated I'd get a full refund. Well, I wasn't able to get a ride to the nearest post office to return before this week, and now I'm being told they won't issue a refund. I'm not making anymore payments and if I'm not getting a refund, then I expect my remaining account balance to be waived and the payments I already made added to my available credit. I'm not wasting my time or money by sending the defective item back unless I get a refund or my other conditions are met. Unfair practices are not okay. Especially since I was *lied* to on the phone.

Desired Settlement: Again, I expect a refund if I return the item, or at least the posted payments added to my available credit and the remaining balance waived. I will not take further action until either of my conditions are met.

Business Response: I have received and investigated the complaint from Ms. *****.  The order was placed on August 22, 2014 and was received by the customer on September 8, 2014.    When we received a call on September 23, 2014 advising us that she lost the return label provided with the shipment.    Since customer satisfaction is guaranteed, a new return label was provided and sent on September 24, 2014.  In order to issue a refund or replacement it is necessary for the customer to return the damaged or defective item.  We heard from Ms. ***** again on October 9, 2014 requesting a second return label.  This was mailed on October 10, 2014.  On November 24, 2014, we heard from her again regarding the balance on her account, at that time she was told that credit would be issued upon receipt of the item to be returned. 

Since the item is personal, I have waived the need to return and have issued a credit to her account for the total purchase.  I have also written of the finance and late fees that were added to her account.  When this is processed she will have a credit balance of $43.19 for the payments made on the account.  This is a one time courtesy.  In the future if items are purchased they do need to be returned to us if credit is required.

Sincerely,
*** *********
Director of Order Services

12/2/2014 Billing/Collection Issues | Complaint Details Unavailable
11/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: cwg has blocked me from entering coupon because i entered too much same coupon on every order which i have over 500.00 bill now with them for over ayear my issue is they blocked me from all coupons and the coupon never stated you cant use it but so many time it only stated when you order enter coupon for $10.00 off your order . if they didnt entend for us to us coupon why issue them then.

Desired Settlement: allow me to use my coupons and better define how many cna be used or clear my current balance and cancel my membership with them for frauding me on coupons it never stated how many i could use or how often i could use them

Business Response: I have received and investigated the complaint from Ms. ********.  We send our customers who have been offered and accepted trial memberships in our Passport to Health plan.  The coupon is coded PHB1.  The coupon is for their use only.

Ms. ******** has never been offered a membership and it appears that she found the coupon code on another website and used it.  When we were made aware that someone other than our company  had published the coupon code, our computer system stopped accepting them unless the account shows activity in a membership..

As a web customer, Ms. ******** will be offered other sale promotions, which she can take advantage of.  These will be presented in the form of special e-mails addressed to our customers only.


Consumer Response:  

I am rejecting this response because:

10-12-14 I joined membership and was accepted which i still have an email stating this for the smartshopper club and the code i used was  1 phb1 not phb1

if they do not honor their own coupon which i am a member of  i will not honor my debt of $574.30 with them seems fair they forfeit  my trust with them so i forfeit my responcibiliy to pay them.

this was thier error or oversite on limition of coupon and not noted and i did try other codes they do not work either which was emailed to me october 12-2014. the other ones  which btw  they did email me those codes. they are trying to make an escape goat out of me whic i will not tolerate in any matter.


Order DetailsItem DescriptionQuantityItem PriceSubtotal 6-Piece BBQ Condiments Set
Item# 24217

here is an attached text copy of the CONFIRMAtion EMAIL I STILL HAVE THAT WAS EMAILED OT ME

     1 $4.99$4.99ORDER SUMMARYMerchandise Total:$4.99Shop Smart Club Membership Fee:$9.99 EARLY HOLIDAYS SAVINGS! ($0.50) Standard Shipping Cost: FREE Handling Charge:$3.95 Priority Service Plus prompt free replacement for orders lost in transit $1.95 Order Total: $20.38





 

Business Response: The notice of coupon abuse was for coupon 1PHB1 only.  As stated, this coupon is for members of our "Passport to Health" plan only.  Those members get 5 coupons for $10.00 upon trying the membership.  Ms. ******** was never offered this membership or mailed these coupons but did use the code on 12 occasions.     Our website did show this coupon code and we did honor the 12 orders with a 10% discount.  We have since fixed the site, and as I said our system no longer allows this code to be used when a membership in Passport to Health has not been purchased.  Passport to Health offers discounts in healthcare expenses, and has a monthly cost of $29.99.

On 10/12 Ms. ********, placed an order through a special e-mail and received a 10% discount on her order - The code for that particular special was CWEHSV.  On that order she also purchasde a Shop Smart Membership which will entitle her to a 5% discount on every order placed after that for 1 year.  The cost of this is $9.99 and at the end of the year, if the savings is not $9.99 - the balance is refunded to the customer.  This is not the same as the Passport to Health membership.

I sincerely hope that this explanation clears any misunderstandings.  I was not clear in the response and did not name the membership program that the coupon 1PHB1 belonged to and I do apologize.  As a courtesy, we will not be charging Ms. ******** the $9.99 enrollment fee for our Shop Smart Club, but she will receive the 5% discount on orders she places with us, or she can choose to use our future sale promotions.

 

10/28/2014 Billing/Collection Issues
10/25/2014 Problems with Product/Service | Complaint Details Unavailable
10/22/2014 Billing/Collection Issues | Complaint Details Unavailable
9/30/2014 Problems with Product/Service | Complaint Details Unavailable
9/23/2014 Billing/Collection Issues
9/3/2014 Problems with Product/Service | Complaint Details Unavailable
8/11/2014 Problems with Product/Service
7/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we bought a deluxe screen door off there website and when we got it it was not complete and the add said no tools required but it says you have to drill holes for it so they lied to us and are committing fraud on customers.

Desired Settlement: we want all our money back right away

Business Response: I have received and investigated the complaint from Mr. *******.  I am sorry that he is disappointed with our item #*****.  When he called on July 7, 2014, we issued a full refund for the product including the handling charge of the order which totaled $20.89.  This credit was applied to the Master Card he used to make the purchase.

We have also sent him a postage paid label so that he could return the item with no cost to him. 

Again, I apologize for the inconvenience and if I can be of any further assistance, please contact me directly.

Sincerely,

7/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Returned defective merchandise, and have been charged for shipping despite explicitly stating that the company would pay all fees. Company is now charging a monthly finance charge in addition to shipping charge. Have contacted Business about this error at least 5 times by phone and letter.

Desired Settlement: Cancel all debts, and inform credit agencies that the company was acting in bad faith when billing the customer. Do not contact us again after the situation is resolved.

Business Response: I have received and investigation this complaint, and although we have no record of any written correspondance with this customer, I would like to apologize to Ms. *****, as this clearly should have been taken care of, with her first call to us.  As of today July 7, 2014, I have written off the balance on the account.  When processed, tomorrow,  it will bring the balance to $0.00.

If I can be of any further assistance, please contact me directly.

S

7/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Mail order catalog company placed a derogatory entry on my credit report after items were ordered from their catalog (at my former address) without my authorization. I have an antry on my Experian report from Carol Wright for items that were shipped to a former address. I have disputed the charges with the credit reporting agency. I wrote to the company several times in an attempt to pay off the charge of $163 and receive a deletion from my credit report but I have received no response from Carol Wright and Experian refuses to delete.

Desired Settlement: Please delete #***************** from the credit bureaus.

Business Response: I have received and investigated the complaint from ******* ****.  Customer Service shows no record of any correspondence with this customer in regards to an order that was shipped October 7, 2011.  I was able to contact our credit department.  Since the customer did make payments on the account on May 20, 2013, June 17, 2013 and July 5, 2013, enough to pay for the order.  I have asked that they write off the late and finance charges on the account.  I was told that this was done and would be reflected on her account by the end of the week. 

I also requested that they contact the credit bureau and remove any derogatory entries regarding this account.  They assured me that this would be done, but would not be reflected until July 14, 2014.  We value our customers and should the need arise, please contact me directly.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.

Regards,

******* ****

6/24/2014 Billing/Collection Issues | Complaint Details Unavailable
6/5/2014 Problems with Product/Service
5/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Item advertised and described as having more functions and electronics than it actually has. Nightlight #***** advertised and sold as featuring "a motion and light sensor that automatically illuminates the room when motion is detected," when in actuality the nightlight does not have a motion sensor and does not respond in any way to motion. In addition item was advertised as having no shipping charge, but I was then charged another $5.90 over the price of the item to receive it.

Desired Settlement: Complete refund of of all my money for the 3 sets of night lights ordered: $29.97 plus $5.90 handling, plus $7.99 for return shipping cost for a total of $43.86

Business Response: I have investigated the complaint from Mr.*********.  I had our quality control department test a good samplingl of our item #***** and none were found to be defective.  With over seven thousand sets of the swivel night light sold, this is the first complaint on the item.  I do apologize for the inconvenience we caused.  I have waived the return label fee, so that Mr.********* can return them with no cost to him. 
Please complete the back of the packing slip and be sure to mark it as defective merchandise.  A full refund will be applied to your credit card upon receipt of the return.

Sincerely,
*** *********
Director of Order Services

5/19/2014 Billing/Collection Issues | Complaint Details Unavailable
5/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In March I orderd (2) owls from Carol Wright Gifts a the cost of $12.99 each. I processed the order which amounted to $3.95 processing and handling and $1.95 priority service to the total of $31.88. I agreed with the amount and provided my credit card info to complete the order. I printed out my reciept which included all the above information and nothing else. Later I discovered a charge of $12.97 on my credit card from a company called FREESHIPPING.com, that I never heard of before. When I called them at ###-###-#### they said that I had signed up for this service. I had never heard of nor signed for this service and was told that this was a non-refundable payment and I can only cancel. I called Carol Wright and they said FREESHIPPING.com was a partner with them and they cannot do anything even though FREESHIPPING.com got my credit card info from Carol Wright. I assured both companies that I did not know anything about FREESHIPPING.com

Desired Settlement: I want my refund of $12.97 and for Carol Wright to stop these cramming practices

Business Response: I have investigated the complaint from Ms. *********  Freeshipping.com is an affillate who's website appears when one of our customers completes placing an order on our website.  There are three places where a customer must read and agree, before any action is taken.  In order for her to be billed for the service, she had to complete these steps.  I apologize for her inconvenience, but we have been told that a phone call, by Ms. *******s  to Freeshipping.com can correct the problem if it was done in error.  Unfortunately, we do not have the control to address this complaint. 

Please contact me directly, if I can be of any further assistance.

********** *** ********** ******** ** ***** ******** *************************

Consumer Response:
I am rejecting this response because:
There was mentioned a site that came up after completing an order, there was no such site.
I never heard of nor requested anything from FREESHIPPING.
This was added after I made my order and I never heard anything from this company nor got any membership info. All I recieved was a fee attched to my credit card.
This was added by someone other than me. Judging from all of the complaints that I have seen when I Googled FREESHIPPING, this is a normal practice. 





























5/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid off a Carol Wright (Dr Leonard's) account some time ago, then in April I received a bill for a recent purchase. The total is $28.92, date for purchase on the invoice is 4/2/2014. I called ###-###-#### on 4/21/14 and explained that I had not placed or received an order. They said there was a call in order on 3/31/14, the phone number on the account was not mine, the delivery address was not mine. I asked for it to be corrected because that was not my information and I did not authorize. ******* in customer service said I would have to file a dispute and needed a police report. He said whomever placed the order had my information, so I'm responsible for the bill. He said identity theft happens all the time. I found out later that this company doesn't have my soc sec #, so I don't know what information was used to verify. They were supposed to mail the dispute packet to me, but I have yet to receive it. I called them back later that week and cancelled the account; also requesting that they investigate--maybe there was a mix up when the order was placed. I didn't hear from them, but when I called ###-###-#### to pay on my ********* account on 5/1/14, the rep asked if I also wanted to pay on my Dr Leonard's account. I advised her of the situation, so she spoke to her supervisor. She said they will investigate, and asked me to call back Monday. I found a remittance stub from when I used to have a balance with Carol Wright (Dr Leonard's) and the account # was different. I compared an old ********* stub to my current ********* bill, and the account #s matched . I called Carol Wright, but the rep just said she doesn't see that old number, only the new one. I questioned the discrepancy, but she had no answer that made sense to me.

Desired Settlement: I want my information removed from this account since I didn't order or receive the merchandise. I want Carol Wright to confirm their error and cease to hold me responsible for the balance. I do not want to receive any catalogs, emails, or other advertisements.

Business Response: I have received and investigated the complaint from Ms. ********.  When she spoke to our cusotmer service agent on 5/2/14, the complaint was brought to our credit deparments attention.  The charges on the account were reversed and the account was closed as requested.  The current balance on the account is zero.

I apologize for the inconvenience that was caused this customer and if there is anything further that I can assist with, please contact me directly.

Consumer Response: Better Business Bureau:

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

Please have a letter mailed with this resolition.

Regards,

 ********
















4/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I RETURNED 3 ITEMS I WAS NOT HAPPY WITH TOTAL OF RETURN 37.91. THEY WILL NOT CREDIT MY ACCOUNT FOR THESE RETURNS??? I HAVE CALLED CUSTOMER SERVICE 8 TIMES NOW WAITING & WAITING & SO ON. I RAN OUT OF MINS ON MY CELL PHONE 1 TIME FOR BEING ON HOLD. THE MOST TIME I HAVE WAITED & I USED MY VIEDO RECORDER TO DO THIS IS 77 MINS. I RECORED THE DATE TIME & KEPT ON SCANNING OVE RTO THE CLOCK & YOU CAN HEAR THE WAITING MUSIC & WAITING MESSAGES THE WHOLE TIME. I GOT THRU 1 TIME WITH A NICE GENTLEMEN*******, BUT HE COULD NOT HELP ME BECAUSE ALL HIS COMPUTER COULD DO IS BRING UP ORDER TOTALS BUT NO ITEMS??????? I AM SICK & TIRED OF THIS.

Desired Settlement: I WANT MY BILL CLEARED. EVERY SINGLE DIME. I PAID ON TIME ALL THE TIME AND I WANT THE REMAINING BALANCE OF 80.84 TO BE TAKEN OFF MY ACCOUNT & CLOSE MY ACCOUNT

Business Response:

I have received and investigated the complaint from Ms.******.  I see that the original order was processed and shipped on February 7, 2014 and received by the customer on February 12, 2014.

On February 18 we received a call regarding one of the items, and issued a refund for the glasses of $7.98 that day.  On February 24, she spoke to one our customer service agents and requested a return label, so that she could return a pillow.  This lable was mailed on March 4, 2014.  On March 10 we received a call regarding the status of the return.  On March 17, 2014 our system shows a note that Ms. ****** returned several items and that she stated that her tracking showed that we had received these items.  Because our label is through the ****** ****** **** ******, 3rd class mail, it can take up to 3 weeks for us to receive the items.

I have tried to track her return using the label information that we provided her, and as of today, the**** has no recod of any tracking.

If Ms. ****** will provide me with the tracking information she obtained, I would be happy to refund for the items returned.  Unforturnately, I cannot refund for items not returned.

Sincerely,
*** *********
Director of Order Services












4/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid off my account 2/27/14, the company double charged me and admitted they had done so, but since then I have gotten nothing but the run around about returning the money to my debit card that they owe me. They make excuses, talk about sending paper messages to their credit department, etc.

Desired Settlement: I want those funds that they double charged me returned to my debit card immediately.

Business Response: I have received and investigated the complaint from Ms.*****.  She is correct in stating that her payment had been processed twice.  The error was corrected and the refund was issued on March 5, 2014.  Please see the attached for the current account statement.

I apologize for the inconvenience that we have caused this customer.

Sincerely,

*** *********
Director of Order Services

4/3/2014 Billing/Collection Issues
4/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Carol Wright Gifts on Sunday, Feb 23, 2014. Due to reasons that need not be disclosed, I needed to cancel the order. Per their return/cancellation policy, we are to email them to cancel. I did that at 4am on Monday, Feb 24, 2014 (less than 24 hrs). In fact, I emailed them twice. Once at 4AM and later again that morning. I received a response from them at 1:43PM stating: "Thank you for your inquiry. We do apologize but this order is already on the truck going out for shipment. Please allow 7-10 business days for delivery. If further assistance is needed please feel free to contact us." This was an outright lie as the shipping tracking number for fedex shows the items shipped on Feb 25. They completely disregarded my request for cancellation. If their company had no cancellation policy, then fine, I would accept my part and return the package losing additional money for shipping. However, to be blatantly lied to by a customer service representative of their company, that is not acceptable behavior.

Desired Settlement: I will send everything back unopened but I want a full refund including shipping because I would not have been charged that cost had they cancelled the order as stated by their own policy and procedures.

Business Response: I have received and investigated the complaint from Ms. ********.  The order was pleased on February 23, 2014 and was picked, packed and loaded into the truck on February 24, 2014.  When she notified us of her wish to cancel the order on February 24, unfortunately we were not able to accommodate her.  Once an order is on the truck, with thousands of others, it is impossible for us to search out one order to pull back.  I am sorry that our agent did not fully explain that to her.

Our tracking system shows that the order was delivered to Ms. ******** on March 1, 2014.  Each of the two packages contain a packing slip with a "Return Label" attached.  I have waived the fee of these labels and have marked her account so that she is provided with a full refund upon receipt by our facility.

I apologize for the inconvenience we have caused, but we take pride in the fact that our normal pick/pack time is within twenty four hours of receipt of the order.

If I can be of any further assistance, please contact me directly.

Sincerely,
*** *********
Director of Order Services

Consumer Response: Complaint: *******

I am rejecting this response because:

As you can see on the attached from their own website, the ship date is 2/25/14 and not 2/24/14 as stated by CarolWrightGifts.  I'd like to know how it could be already packaged and on the truck per your response of the 24th if the ship date shows the 25th?  I returned everything but it ended up costing me 10.94.  Shipping costs of 8.99 as well as an additional cost of 1.95 to replace the items if lost in shipping.

If the items were shipped on the 24th as stated by CarolWrightGifts, I would not have filed this complaint.  if their website said that I couldn't cancel the order via email or phone, I would not have filed this complaint.  The order could have been cancelled but they chose not to.




Regards,

**** ********





























Business Response: When I responded to the first complaint all facts were stated.  At that time I also advised our "Returns Department" to issue a full refund when the items were received.  The return and my comments crossed and that was not done.  Today, I have issued a refund check in the amount of $10.94 for the the original postage paid.

I apologize for the inconvenience, and if I can be of any further assistance.

Sincerely,
*** *********
Director of Order Services

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I receive the refund of the postage on March 27th.  I stand by my comments on the actions of the customer service department but I am thankful that I received a complete refund. 



Regards,

**** ********




















3/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called to place an order, nearing the close of the order the woman told me I would be charged $10.00 S&H. When I heard that I told her to cancel the order. I was emphatic about canceling this order. Several days later I was checking my bank account and saw the charge from Carol Wright. I called Carol Wright and asked if the conversation with the order taker was reviewed as advertised-that it was clear that I canceled the order. The young woman suggested that I return the unopened package marked refused. I did that ! I also e-mailed them inquiring about my money that was supposed to be returned. No answer. I called this morning and was told that I would be returned ONLY the price of the item -less the S&H once it was documented that the refused item was at their facility. I want all my money returned to me since I told them I did not want the item during the initial phone call.

Desired Settlement: I want all my money returned to me and that includes S&H.

Business Response: I have received and investigated the complaint from Ms. **********.  I did listen to the recording of the call and the customer clearly did not want to continue to place the order.  She did ask the agent to cancel the order.  I have issued a complete refund of $38.93 to her Visa card.  This credit will be processed tonight and should appear on her next billing statement.

I apologize for the inconvenience we have caused this customer, and hope to be able to better serve her in the future.

Sincerely,

*** *********
Director of Order Services

Consumer Response: Better Business Bureau:

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

Regards,

**** **********




















3/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased some products from this company. The item in dispute is a 3 piece Angel Christmas Ornament set. One of the ornaments BROKE when it was hanging on our tree in December when I was turning it on so it would light up. I notified this company about what happened and my dissatisfaction of the product quality. I requested a refund on said product and if they wanted the item back to send me a prepaid return label, which they did. This item was sent back to them by USPS and last week when I contacted them they said they had it and my account was issued a credit, which it has NOT. I have not yet made a payment on this balance because of their refusal to correct my account balance and I am NOT paying for something I sent back to them. Their credit department are threatening to post negatively on my credit record when I am waiting for them to fix this issue. Their company is one of the worst I have EVER done business with. Right from the start, they had lost track of my order and were preparing to send me a replacement order, when the first order had arrived in the mail. From that point, it has been a nightmare dealing with them.

Desired Settlement: Either outcome is desired A. Total dismissal of all charges on my account because of the hassle, dishonesty and threats they have directed towards me. B. Issue of the credit amount to show on my record and cessation of threatening letters from their credit department. Also a written apology for being lied to by their customer service and for threats from the credit department, instead of them adjusting my account.

Business Response: I have investigated the complaint from **** ******.  She placed the order with us on October 15, 2013, using our Shop Now Pay Plan.  The order was for 4 items totalling $34.90  The order was shipped to her and arrived at her home on October 22, 2013.  That said, the first payment on the account was do at the end of November.

We received a call on January 6, 2014 advising us of the defective item.  We send a prepaid label to the cusotmer so that he could return it for a refund.  When the customer called on January 14, 2014, saying that he returned the item, the return was not yet processed.  The customer service agent taking that call, issued a credit on that day for $6.99 (the price of the item).  The actual item was received and reported on January 29th.

Our records show that the current balance on the account is $39.69, this balance does reflect the credit of $6.99.  It also shows finance and late charges incurred according to our terms and conditions which sent in a first class letter to this customer on October 16, 13.  I have attached a copy of his account statement.  Had the order been only for the one defective item, an adjustment to finance and lates charges would have be considered. 

Sincerely,
*** *********
Director of Order Services

Consumer Response:

Complaint: *******

I am rejecting this response because:
 
 
 
 
They are lying about the dates and means of contact. They are also lying about the date they got the item back. I have an e-mail saying they had the items on the 27th of January. I had e-mailed them on January 24th to ask why they had not credited my account and as of their reply on the 27th they said it was being processed. They actually had it long before that but I deleted the first e-mail when they confirmed the return because I thought they  were an honest company which I see now they are not.

While we are negotiating this, their credit department is STILL sending me threatening letters about ruining my credit and turning it over to collections. How HARD is it for them to look and see that I have started this complaint and leave it until this is settled?

They also lied about when I first contacted them. I contacted them in DECEMBER BY E-MAIL when the ornament broke.  I sent the item back to them when they sent me a prepaid label. Here it is February and we are involved in this and had they been honest and credited it when they first told me they got it, I would have paid the bill. If I pay what they claim I owe right now, my account balance will still show $10.00 due.

I am looking at my online account and it STILL does NOT reflect a credit on the account. It says I owe $49.69. NOT the $39.69 the respondent claims it shows. See attached picture showing my account status for relevant info. 

I fully intend to pay this account at such a time as my account reflects the amount the respondent says I owe and not until. I told them I would pay it when it was properly deducted from my account. I am not paying for something I returned to them. 


Complaint: *******

I am rejecting this response because:



Regards,

**** ******





























Business Response: I have attached the customers account history, including a statement of his account, showing that we issued a credit for the defective item upon notification that he had sent it back.  Please see the credit of $6.99 shown on 1/15/14.  The current balance on his account includes late fees and interest charged since the order was received on October 22, 2014.

The principle of the account is currently $27.91 which is the original $34.90 less the $6.99 for the defective item.  Late and interest fees are currently $$22.28.  I will be happy to write off the interest and late charges if a payment of $27.91 is made within 30 days.

Please send payment directly to me, so that I can deduct the other charges from the account.

Sincerely,
*** *********
Director of Order Services
100 Nixon Lane
Edison, NJ 08837

2/10/2014 Problems with Product/Service | Complaint Details Unavailable
1/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with this company about a month ago. Received my product, had no issues. However, they have proceeded to call me daily since I received my order. I finally answered the phone today and they told me about all these coupons they would send me in the mail along with some literature on a service to reduce healthcare costs. Initially the representative told me to review the info and let me know if i wanted to participate in the plan, but then sneakily advised that my credit card ending in **** would be charged in 14 business days. Here are my issues: 1. The harassing phone calls are not okay. 2. Telling me you are going to enroll me in a service that I did not solicit 3. Keeping my credit card on file without permission and enrolling me in services I did not solicit I feel that keeping my personal and financial information on file without permission is unethical and somehow illegal. Also, this company's niche is the elderly (look at their catalog) and the sly way they tell you they're enrolling you in these random programs is misleading and likely tricks the elderly clientele into being charged for services that they don't realize they are enrolled in or paying for. I for one will not do business with this company again but I feel that their clientele needs to be protected from their shady business practices and unethical retention of financial and other personal information.

Desired Settlement: Remove all of my information from their systems and do not contact me again.

Business Response:

I apologize to Ms. ********* for calls made to her.  It is not our intent to inconvenience any customer.  We do call the customers after they order, for a quality control survey of the products they received.  The second part of this call is to offer them a trial membership in a program that we strongly believe with be beneficial to them.  The cost of this program is clearly stated during the call and this and other specific information would have been mailed to the customer if the offer was accepted.  We are in no way trying to deceive or mislead any of the customers.

When she made her feelings knows, the agent handling the phone call immediately removed all information from our system.  She was also marked that no phone calls be made to her in the future.

We are committed to customer satisfaction and we work hard to ensure our customers are satisfied with their shopping experiences with our company.  I hop that this letter addresses the issues raised in Ms. ********* complaint.  Please contact me directely if further assistance is needed. 

Sincerely
*** *********
Director of Order Services

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received my order and was immediately disappointed in the quality of all the items. The shower caddy was the cheapest material I've ever seen. The storage containers would never be able to be used because the lids wont even stay on them. The garbage disposal stopper doesnt fit. The sink scrap caddy is terrible and doesn't fit. I immediately contacted this company because I did not feel I should have to pay the shipping back. I have received no response and have sent 3 emails and 2 letters. They are now sending me a letter threatening to wreck my credit over their shoddy products that I've been trying to return for months. I do not think I should have to be out more money to send them back their products.

Desired Settlement: I want them to credit this account and send me a shipping label so I may send them back their junky products.

Business Response: I have received and investigated the complaint from Mr.*****.  Our records do not show any e-mails or letters received from this customer.  I have issued a refund today for the 4 items mentioned in the complaint.  I have also refunded the postage paid on the original order.  Total Credit given to his account is $38.86.  A return label was sent attached to his packing slip. Please use that label, (I have already waived the fee) and return the products.  There are two products included on the order that were not mentioned in the complaint.  When items are received, we will credit any additional items received, and the late fees charges on the account.  I apologize for the inconvenience caused.

Sincerely,
Carol Wright Gifts
*** *********
Director of Order Services

12/24/2013 Delivery Issues
12/3/2013 Delivery Issues | Complaint Details Unavailable
12/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 9/24/2013 I called CWGs and placed a order for purchase via the Order rep who took the call and I asked if I could have these items shipped to a ONE TIME ONLY address where I do volunteer work at the *** "******* ****** ******* - **** ** ******* *** *****".. I was assured by her that this could be done and thats what I thought took place until 10/14/2013 I noticed one of CWGs catalog on the mail desk at the library that had there address and my name on it, I was shocked because I was told that address info would be used as I requested i.e ONE TIME ONLY and that was a lie. Now that same address information has been sent out via a mailing list by CWGs to other entities that they have agreements with to share information and that same library that I have volunteered at, will receive future solitications addressed as that catalog was addressed that I viewed on 10/14th which was "****** ********* **** ** ******* *** *****, I called CWGs on Tuesday 10/15/2013 spoke to a customer service rep ****** explained to her this horrIble situation and she apologized telling me it will take at least 2+ mos to delete the mailing address information! I told her that was not acceptable, please let me speak to a supervisor! She came back to the phone and told me supervisor ******** said the same thing that she had said, I asked her why I couldn't speak to the Supervisor, if its repentitive then so be it, she transferred me to Supervisor ******** who said they could reduce the tat to less than 2 mos and apologized to which I told her this is going to hurt me because NO personal mail should be going to the library's address addressed to me and I am fearful with the upcoming holidays that there are going to be alot of catalogs/solicitations etc coming to this library. I have already had to explain this situation to the manager of the that branch library and I want assurance from UPPER management that the **** ** ******* *** address be removed ASAP and not 2+ mos.

This is to correct the purchase date to 7/21/2013 as it relates to the address complaint to which CWGs kept that ONE TIME ONLY address and forwarded it to other mailing list entities which was not what I requested and not what the order rep told me. 

Desired Settlement: I want verbal and/or written assurance that any mailing list from CWGs reflecting '****** ********* **** ** ******* *** *********** *****" be removed from my account and mailing list asap! It should not take 2 mos or 3 mos in the tech age where anything can be done at the drop of a hat or push of a button! I am not even at that library branch anymore and volunteer work has assignments at various locales. I enjoy the CWGs items and have been a customer for some time so for a Order rep to say something could be done when it can't is just plain wrong and can have serious repercussions as we see via this complaint because its obvious someone dropped the ball on this one.

Business Response: I have received and investigated the complaint from Ms. ********** regarding the mailing of our catalog to her ship to address.  I sincerely apologize for the unfortunate situation that we have created. I have contaced the vice President of Markeing and she will forward the information to the appropriate parties, to remove as soon as possible.  I must tell you that, a catalog may already be printed and in the mail to that address.  There is nothing that we can do to stop current mailings.

Again, I do apologize for the situation we have caused you.  If I can be of any further assistance, please contact me directly.

Sincerely,

*** *********
******** ** ***** ********

11/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 25, 2013, I placed an order with Carol Wright Gifts and paid with a money order (#******). After weeks of not getting anything delivered in the mail, I contacted Carol Wright Gifts on Monday, October 28, 2013. The representative stated that she has not received the money order. I then contacted my local Currency Exchange and asked the agent if the money order had been cashed. She then stated that it would cost $2 to find out if the money order was received. She then let me know that the payment of $24 had been paid.

Desired Settlement: I would like my refund to be paid in the form of a check including the $2 that I paid to find out if the money order was cashed. I would like the total of my refund to be $26.

Business Response: I have received and investigated the complaint from Ms. *******.  I have been able to locate the order and money order that was sent to us in September.  I apologize for the inconvenience that was caused, but our orders are scanned and entered into the computer during a mail opening procedure.  The reason that the order could not be located was that included with the money order #****** was an order form addressed to a different person. (Copy provided). The order was processed and shipped to the same apartment complex as Ms. *******, but to a different apt. number.  The orders are shipped to the name and address printed on the order form.  There were no corrections made, so we did not take any corrective action.   The person that did receive the order notified us that she did not order it.

Upon finding this, I have already issued a refund check in the amount of $26.00.  The check will be processed tonight and mailed tomorrow.  Again, I do apologize, and if I can be of any further assistance, please contact me directly.

11/17/2013 Problems with Product/Service
9/23/2013 Problems with Product/Service
9/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In April of this year, Ref. No. ************** - Acct No. ****************, I ordered several items from their catalog. The promotion of no shipping and handling charges with purchase of $50.00 or more was accepted by me. Since my credit is not good, an advance was requiered. I subsequently mailed a check for $20.62 which was a little less than half. The contract was broken when my order was one item (allegedly not available) was backordered. The company then omitted the amount of the item, which then placed me below the $50.00 promotion. I was then charged a $10.94 postage and handling charge. I decided to dispute this and did not send the remaining balance until this was settled. I tried on numerous times to resolve this matter. All I kept receiving was a $20.00 Late Charge. That was a total insult to my intelligence. By removing one item for $3.99, I was placed below the promotional item and by their action, the contract was broken. I finally mailed the PROPER balance due of $34.72. My order is paid in full. I have since been received later charges of $20.00 to the tune and balance remaining of $78.96. If this was done to me, how many other unsuspecting victom has been taken by this unfair, and to me illegal practice.Please help me resolve this issue and I want this practice not done to low income people. Not nice. Their products are more for people with disabilities and I find this offensive.

Desired Settlement: I want my account mark paid in full, my name removed from their mailing list, and an acknowlegement of what was done.

Business Response: I have received and investigated the complaintfrom Ms. *******.  I must say that I am confused, by some of the facts stated.  We received a mailed in order on 3/4/13 and processed on 3/6/13.  (See a copy of the order form we received.)  The order form shows a credit offer of $50.00, but does not state anywhere that there would be free shipping on orders over $50.00.    The order was for 5 items, with a quantity of 8 total pieces.  With postage, handling and tax, the order totaled $70.62.  The postage and handling charge on the order was $10.94.  We do occasionally offer free shipping, but that is stated on the order form. Ms. ******* did add the P&H amount.  The total on her order form was not added correctly, making the P&H a higher amount.  

In processing the order, our credit department requested a down payment of $20.62 prior to us shipping the order.  Ms. ******* did send this in.  The amount was credited to her account on 4/16/13. The order was then sent to our warehouse for shipment.  At that time the silver weight loss ring was on back order.  The package containing all other items was shipped on 4/17/13 vis USPS and delivered to her on 4/19/13.
The balance on her account was $50.00.

The back ordered item was sent to her as soon as we received it, it was sent Standard Mail on 5/16/13 and our tracking shows that it was delivered to her home on 5/20/13.

Payment was due on her account on 5/17/13.  Finance and late charges are added to the account monthly, when payment is not received. I have included a copy of her statement, to show that late fees were added on 6/3 and 7/5.  We finally received a payment of $34.72 on 7/8/13.

Our terms and conditions of credit are explained in the material that was mailed to her on April 12. 2013.  Due to the late fees, and finance charges applied to them her current balance is $98.96.  At this time we feel that the money owed to us is correct and payment is expected.

9/14/2013 Problems with Product/Service | Complaint Details Unavailable
9/4/2013 Problems with Product/Service | Complaint Details Unavailable
8/14/2013 Problems with Product/Service
8/13/2013 Problems with Product/Service | Complaint Details Unavailable
8/12/2013 Delivery Issues | Complaint Details Unavailable
7/29/2013 Problems with Product/Service | Complaint Details Unavailable
7/16/2013 Problems with Product/Service | Complaint Details Unavailable
7/9/2013 Problems with Product/Service | Complaint Details Unavailable
6/26/2013 Billing/Collection Issues | Complaint Details Unavailable
6/4/2013 Billing/Collection Issues | Complaint Details Unavailable
5/16/2013 Problems with Product/Service | Complaint Details Unavailable

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