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Complaint Details
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Initial Complaint
08/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Tonic Studios charged my card and received full payment, but they have not released the replacement order for shipment. Speaking with the only customer service representative *******************************, always ends in an arguing match; Im disabled, and she truly exacerbate my symptoms. There was a carrier mishap that was proven through preponderance of the evidence that the original package was lost/final investigation completed. However, I cant get a straight answer as to why the replacement is not shipping out; it should have been shipped out immediately once they received the three pages by the carrier of the final investigation, realizing I never received my items. I truly believe ******************************* is purposely withholding my items. ORDER #ZT205619 placed on July 24th at ***** am and FULFILLED on July ****st Replacement Order #ZT207856 Placed on August 7, 2023 at 10:22 /still waiting for shipping as of August 16th.2nd Replacement Order #ZT208264 Placed on August 14, 2023 at 10:22 /still waiting for shipping as of August 16th.MY EMAILS TO ******************************* AUGUST 2ND and 3rd: EMAIL with attachment showing that I was supposed to receive package that day, but did not.AUGUST 4TH: EMAIL update stating still havent received package.AUGUST 5TH : EMAIL sent along with ATTACHMENTS FROM CARRIER (3 pages) of FINAL INVESTIGATION resulting in LOST PACKAGE with CC to, [email protected] 11TH: EMAIL inquiring why the replacement order placed on the 7th havent been shipped.Business response
08/18/2023
In response to the complaint filed by *****************************:This customer placed an order 7/24/23, order ******** through the Tonic website. Said order was fulfilled and shipped *** (Tracking 1Z424331YW97032208) 2 days after the order was placed on 7/26/23.On 8/3/23 at 7am I was made aware by customer that her order was not received and that she had started an investigation with the carrier. At 7:07am I immediately responded Ok, let me know what you find out and lets just keep and eye on it, generally I find that these packages do turn up, Im sorry its so late. In my many years of experience, carriers will often find the package, especially when an investigation has been opened.On 8/4/23 at 12:40pm the customer emailed me saying still havent received it.On 8/5/23 the customer opened a ticket through Zendesk which is our Help Desk and she was asked to contact me and given my email address.I just received the final investigation report into my missing package; I've attached all three copies of the results. THEY LOST MY PACKAGE! Since I ordered all items in *******, I will assume insurance was completed and all items will be expeditiously sent out again?I am too devasted to check if the items are still in stock and too angry for another disappointment. Therefore, in anticipation of immediate rectifying the incompetence of the carrier, I thank you in advance and hope to hear from you soon.I replied first thing Monday morning (8/7/23 7:21am) as we are off weekends and let her know that this was the first Id heard (letting me know that the package wasnt or wont be received per investigation) and that I would contact the warehouse to have them start filling the order for replacement. I placed a replacement order same day at 10:22am (ZT207856).On 8/11/23 at 9:26am the customer emailed me: Hello, Is there any particular reason why my replacement order is still waiting for shipment? Order #ZT207856 Placed on August 7, 2023 at 10:22 am I have now been waiting since July 24, 2023. -*****************************I replied same day at 9:53am Yes, when an order is completely lost in the mail we have to file a claim with the carrier to start with. Generally I wont start a replacement for 2 full weeks because then the carrier also starts their investigation and can sometimes locate the package. It takes time as this is over a $100 order however the replacement order has been put in place.8/11/23 11:23am customer writes Okay, but I don't know if you received my previous attachments of the FULL COMPLETED INVESTIGATION; it concluded around the 7th, because you didn't resppond to that particular email, but the order was placed.. Nonetheless, I'm sure you can understand my frustration because I do matter. I spent a lot of money that week and although it was the carrier's incompetence, I purchased from the business of Tonic Studios. I'm not liking how I am being treated, very different from others. Thank you.I replied same day at 12:09pm: On 8/7/23 at 7:21am I replied letting you know that this was the first I had heard that the package was lost (I had been out of the office for 2 weeks prior to that) and that I was getting the order placed to fill for replacement.While you may have an investigation closed, we have steps we have to follow and I chose not to take the full 2 weeks and decided to place the order regardless of what the investigation on OUR end comes up with. I am sorry you feel like you are being treated very differently from others however, this is the same professionalism and courtesy that my customers seem to be very happy with and I have moved this along very quickly. The implication is perplexing .We always make things correct, I believe you do know that and I am attempting to do the same thing. If you would prefer not to wait I can refund the entire order and I understand the timing is not to your liking, the filling and shipping time is out of my control completely.On 8/11/23 at 1:27pm I then received this email from the customer I only received email form you on 8/3/23 stating: "Ok, let me know what you find out and lets just keep an eye on it, generally I find that these packages do turn up, Im sorry its so late." Then, once I received the FINAL INVESTIGATION REPORT, I immediately followed-up with you with those attachments. Also, my last email was responding to what you wrote in your email today (in part): "Generally I wont start a replacement for 2 full weeks because then the carrier also starts their investigation and can sometimes locate the package." My understanding of your words implied you wait on the carrier's final investigation in which you were in receipt of. Nonetheless, I'm not a liar and non of my claims and/or frustration is without merit and/or warrant. I never said I wanted a refund, I've waited too long to just give in now. Furthermore, I spoke with another Tonic and they said that one of my items was sold out in the US, at the time; however, it is back in stock today and that could have been the reason for the delay. Through preponderance of the evidence, I had proven that I NEVER received my package and any other carrier concerns are out of my hands. Like I implied earlier, I paid Tonic Studios and unlike most US companies that would have apologized with a token of courtesy along with shipping out the replacement immediately......I'm not getting that from you. So I'll continue to wait. Have a good weekend, -*****At this point shes responding to my other emails although in this email she opens with this is the only email from you. Also, we have only emailed with each other (with this particular customer I insist on email only as I need everything in writing) and nowhere had I ever called her a liar, or told her that her claims were without merit. I totally understand her frustration. Her replacement order has been filled and shipped in full as of 8/17/23.Please let me know if any additional information is needed, I do have supporting emails as Im sure the customer does and I am happy to provide anything needed.*******************************Customer Service
******************************************************************Tonic Studios Ltd
www.tonic-studios.comCustomer response
08/18/2023
Better Business Bureau:
After I filed complaint with BBB, my shipment was released and I have now received my purchase.
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