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Complaint Details
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Initial Complaint
10/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
When requestion a tracking number the customer advised my order shipped. Upon further research the tracking number provided shows nothing has been picked up or shipped. Customer is clearly lying and not providing the correct customer service and integrity.
Business response
10/11/2022
The customer ********************* placed his ordered at 10:36 am. On 10/6/22. The order was packed, shipping label for *** was created and placed on the package and put into the *** semi-truck. The tracking link on the *** website will not update with active information until the package has been scanned at the *** facility, which takes places after the *** semi-truck is picked up each day from our facility.
Our **************** Representative was polite and explained the details to *************** She was not lying. His package is expected to be delivered on Monday October 17th by 7:00pm. as can be seen by the attached image of the *** Tracking link. He can continue to get updates through the *** site or he can change his delivery.
If ************** chooses to return the product, were happy to refund him when we receive the product back to our facility in good condition.We apologize for any misunderstanding that ************** had about shipping with *** or The Rag Company but hopes this clarifies shipping & tracking information for him.
Customer response
10/11/2022
Complaint: 18194672
I am rejecting this response because:your employee was not clear about the package leaving and previously advised the order would be shipping within 24 hours at the time of the conversation. Upon advising I would be reaching out to the BBB only when my order was now being shipped. Employee wasn't clear and clearly this individual is upset in their response. Maybe providing better customer service along with the correct details they wouldn't need to be reported. Simply picked the wrong customer to play customer service games with. This was order needed by Friday not Monday. You now have cost me jobs this weekend for your nonsense.
Sincerely,
*********************Business response
10/27/2022
The customer ********************* placed his ordered at 10:36 am. On 10/6/22. The order was packed, shipping label for *** was created and placed on the package and put into the *** semi-truck. The tracking link on the *** website will not update with active information until the package has been scanned at the *** facility, which takes places after the *** semi-truck is picked up each day from our facility.
Our **************** Representative was polite and explained the details to **************. His package was delivered with tracking information provided by *** on 10/17/22 at 1:02 p.m., as can be seen by the *** Tracking link. We're sorry that ************** didn't receive the package in the time he needed to do the jobs he had scheduled, but he could choose many different delivery methods for faster shipping. *** ground delivery across the country to ******* is not the fastest method for shipping. *** can ship over night or next day delivery to a customer if there is a time constraint and they don't mind paying a fee for the quicker delivery service.
We apologize for any misunderstanding that ************* had about shipping with *** or The Rag Company. We hope this information provided for *** ground shipping has clarified the process for the customer. He may have used the products by now and he may keep them, but we will refund his order on this one occasion.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.