Complaint Delivery of Goods not by guaranteed date. Excuses for non-delivery and didn't refund expedited shipping or rush fee. I placed my order directly with the owner, ****, on April 22, 2014 for 1000 woven labels. **** guaranteed a delivery date of May 6th. I double checked on April 25th that everything was going smoothly because I was coming from ********* to pick up the labels amongst other supplies from several different manufacturers that all arrived on time. **** replied by email that everything was fine and that she promised an early delivery. In a subsequent email, I let **** know that I was leaving the USA on May 11th to make certain that I received my 1000 labels. On May 9th, I contacted **** again to inquire why my labels were not at my destination. The next day she asked when I was leaving and then stated that her supplier had machine issues. She also stated that she was out of town on an emergency (understandable) and that the labels should have arrived to her office on May 12 or 13th. She then asked if I could have them mailed to ********* by someone in my family. ********* has strict import laws and it is impossible to get a package through customs. Long story a little shorter. It is May 14th, I still have not received my labels that were promised before May 6th. **** didn't refund my rush shipping charge and I will now have to wait at least 3 weeks for a package to get through customs and then pay even more money.
Desired Settlement I believe that I should be reimbursed for my Rush delivery charge of $50, to say the least. I was promised a delivery of before May 6th and it is May 14th and I still have no package.
Business Response I am very sorry about this and completely understand the customer's complaint. She is correct that our supplier had machine issues and shortly after that I had to leave to go out of town for a family emergency. I also told customer that when I got back to town and to work, that I would refund the rush fee due to the order not being rushed as we all expected. I have refunded to customer and hope this is to their satisfaction. Sincerely, ****
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I do believe what the owner (****) has said. However, an inappropriate manner in handling the manufacturer's mishap was provided. **** didn't inform me of the machine problems until it was too late. I contacted her (via email) a couple of days before the order should have been mailed to my address and she responded that everything was fine. Then, I contacted her a week later wondering where my order was and then she responded with the complications and delays. I have ordered from her before (with satisfaction) and I love the labels that her manufacturer makes. The quality is great. My only concern is that the customer service and communication was extremely poor and was never initiated by the owner. I will be back but I will leave at least 4-6 weeks for my next order.
Complaint I have talked and emailed customer service multiple times and never received my item. so requested refund several times and never recieved it! When I ordered my item on Dec 24 2013 I expected delivery within a couple weeks well after hearing nothing and emailing them a few times I still heard nothing so I called them and talked to some lady and she was extremely rude and acted as if it was my fault. so when that conversation ended she said they would refund my money immediatly! we here it March 3rd and still no refund after multiple emails and no response!
Desired Settlement I would like a total refund and for the customer service to be more curtious and start shipping there items after people spend their hard earned money on them!
Business Response We are very sorry to know of this customer's unpleasant experience. By the time we were notified of the non-receipt of his memorial car decal, it had been over 90 days. The customer used Paypal to make the order. We tried several times to make the refund but discovered that after 90 days Paypal no longer allows active refunds on the original transaction. Then we discovered that the customer did not use the same email address to make the order, as he claimed was his paypal address. To make a long story shorter, we finally were given a correct email address - it was his wife's email address instead and we sent a refund to the customer immediately on March 3 (same day). here is a copy of the transaction:
Business Name: ***** **** & **** (The recipient of this payment is Verified) Email: *************@gmail.com Payment sent to:
Business Contact Information
Customer Service URL: ************************** Customer Service Email: ************@yahoo.com Customer Service Phone: XXX-XXX-XXXX
Date: Mar 3, 2014 Time: 13:05:59 EST Status: Completed
Subject: You have sent $22.16 USD to ***** **** & **** with PayPal Note: refund for XXXXXXX Funding Type: Instant Transfer
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was in contact with them long before 90 days I sent several emails and call them I talked to them once and they said they were going to refund my money right away. I never received it so I called and emailed them again several more times until I finally got ahold of them and got them to refund my money. When I got my refund they deducted the fees that they were charged from PayPal to accept online payments. Even though it was only the small amount why am I supposed to pay their fees and PayPal or something that I never received. So I guess in fact I did not get my total refund.
Final Business Response Again we are so very sorry for the customer's unpleasant experience. The main problem is that every time we tried to return the money to the email address that was on the order which was *************@gmail.com, 1) you can't refund paypal money after 90 days and 2)Paypal continued to tell us there was no such email address associated with the order. It was not until March 3 that we learned the correct email address for this paypal order was ************@yahoo.com
After learning today that the correct refund was short by 88 cents, we quickly rectified that and paid it. We would have no reason to keep a paypal fee of 88 cents. But since we could not make the direct-order-refund due to the 90 days being past, we were not aware of a shortage.
We do hope this satisfies the customer and again we are very sorry for any miscummunication and inconvenience. If the customer does eventually receive the lost decal in the mail, please keep it with our compliments.
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