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Complaint Details
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Initial Complaint
02/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a tshirt 12/7/23 from the *** website. On the website, it stated that it would be sent out in 3-5 business days. I received an email 2/28/24 that the order would be shipped out. A delay was never communicated to me. When I emailed to cancel the order and communcate that this delay was unacceptable, they replied with tracking info from **** saying the order was on the way. They did not respond to my questions of why it was delayed or that they would give me a refund of the order. I called the customer service number and no one ever answered and the call went to a voicemail. I notified my bank that I also never received the order.Business response
03/07/2024
Good afternoon,
First, I want to deeply apologize for the issue experienced with your recent order and want to ensure we make this right. Below are the steps taken as of this response.
1) Order was refunded in full on our side on 3/6/2024
2) A voicemail was left on the phone number provided on 3/6/2024 at 9:59am to discuss the situation and resolve
3) A voicemail was left on the phone number provided on 3/7/2024 at 9:32am to discuss the situation and resolve
4) Sent email 3/7 at 3:37pm to apologize for the experience and outline steps taken on our side to help resolve the issue and attached as a photo for reference. This includes the full refund of the order, a replacement order shipped via *** Ground at no cost to ensure the product is delivered correctly, and a $50 gift certificate for the NPR shop. Today's email is also copy and pasted below.
Hi Adora,
We sincerely apologize for the inconvenience and disappointment you experienced during your recent shopping experience with us.We strive to provide excellent service, and it is clear that we fell short of that standard in this case. We take your feedback seriously and are working to address the issue experienced to ensure this does not happen again in the future. This order was refunded in full 3/6 and I will be sending out a replacement order via *** Ground, free of charge, to ensure the product arrives to the delivery address as the original tracking information is currently not clear on the delivery status. I will respond with tracking information tomorrow as soon as this replacement order is shipped.
We would also like to offer you a $50 gift certificate for the NPR shop.
Gift Certificate Code =d5adbabe-eb7e
Amount = $50
Again, we greatly apologize for your experience and would be grateful for the opportunity to discuss and make things right for you.
Please reach out with any questions and my direct contact information is in my signature below if you would like to discuss.
Thank you,
***********************
Director of Client Services
T ************
C ************
***********************
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.