Complaints

• Initial Complaint

  07/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for 2nd day air with *** ******, ** store on 6/29/22 and package was not delivered until 7 days later on July 5, 2022, even though the package did arrive on the second day to ************* *** facility. When I talked to an online support agent with *** they stated that a refund was warranted but that I needed to go to the *** store where the order was placed. I did and they refused to gives us a refund, stating that they do not guaranteed 2 day air. Why then should people pay for what is advertised as 2 day air if the product may or may not arrive during their advertised service? We believe this false advertising, breakage of a customer agreement and thus we protest and think that this charge is not authorized since it was not provided. Furthermore, as a side note, this ****** ****** location is the only store in the area that has a 'stated policy' that the staff servicing customers do not wear masks! This indicates a lack of consideration for its customers.

  Business response

  07/18/2022

  *** has suspended delivery guarantees and states as such in the signed shipping agreement form to which consent is required before shipment is accepted for processing. We also inform customers that delivery dates are estimates. The *** customer agent wrongly stated that he should be refunded but the claim if desired would be filed through The *** Store, an independently owned franchise.
  Our mask policy follows *************** guidelines and The *** Store corporate guidelines regarding wearing of masks

  Customer response

  07/18/2022

   
  Complaint: 17531170
  
  I am rejecting this response because: I was informed by the *** via customer contact at https://************************************/ that a refunded was warranted and to go to the actual store that such product was purchased. Furthermore, the store does not understand that it does not matter whether they 'guarantee' or not as long as the service is being sold and marketed as "2 day Air", especially considering that they sell delivery services at less cost. The least that *** should do is credit the customer per the lower cost service that does to market itself as "2 day Air". It took 7 days for delivery. As a past consumer advocate for the *************** I am considering forwarding this complaint for further review. Lastly, I mentioned the mask issue simply because every customer service personnel interacting with the public in the stores surrounding *** wear masks, it simply is a moral issue that is also demonstrative of *** lack of customer consideration.
  

  Sincerely,
  
  ***************************

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