ComplaintsforThe Cartel Publications
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Complaint Details
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Initial Complaint
01/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
**BBB note: A complaint was submitted by a consumer as a separate document that is accessible online. If you received this notice via email, please click on the "Write a Response" button to visit the unique online caselink, then, open the appropriate attachment. If you received this notice via postal mail, please type in the caselink into your web browser and open the appropriate attachment. If you have any questions, please contact your caseworker.Business response
02/11/2022
Business Response /* (1000, 8, 2022/01/20) */ ***Document Attached*** I'm drafting this in response to the complaint we received in our mailbox on 01/19/0222. On November 3, 2021, we received a mailed in order form and check for $24.00 from ****** ***** who is an inmate at a prison facility in Westover, MD. We processed the order for (2) of our books and they shipped to Mr. ***** on 11/21/21. (Please see attached) On 11/22/21 his facility received the order. If Mr. ***** has been in touch with his mail room and they do not have his order, then more than likely it was rejected for whatever reason the prison deemed. We have been in publishing for 14 years and as a result, have a strict no return/no exchange policy in effect, especially as it is in regards to prison orders. In our experience, some prisons do not allow books on violence to be allowed into the facility. Or it could be that they do not allow books from a third party vendor to be received. Whatever their reasoning is, The Cartel Publications is not responsible. We state on our website and order forms WE ARE NOT RESPONSIBLE FOR PRISON ORDERS REJECTED. (See Mr. *****'s order form attached highlighted in red ink). Per our guidelines we cannot provide Mr. ***** his money back as we are out of the shipping fee's and packaging completely. However, because we really do care about our customers, if Mr. ***** would like to submit a new shipping and handling fee of $8.00 and another NON-PRISON address, we will be happy to ship his books to that new location. If you would like to correspond further, feel free to email us at ****************************.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.