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Complaint Details
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Initial Complaint
03/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On March 12, we ordered 2 units of palms.$24.99 per unit plus $21.95 shipping for a total of $71.93 Our invoice number is #******** Our order reference number is ********* According to the company website we are located in Shipping Zone 2 and the order deadline to receive items for Palm Sunday 2024 was March 18. Our order was well within the necessary time frame for timely delivery. We specified a delivery date of Thursday, March 21, as indicated on the web site. On Tuesday, March 19 we received an email that the order had shipped and was given the *** tracking number of ******************. However, upon checking on the *** shipping app the next day the indication was that a label had been created but *** had not received the item. Finally a new label was created *****************. The item was then shipped on 3/21/2024, the day we were supposed to receive our order. The order did not arrive in time for Palm Sunday and we had to make alternative arrangements. The order will arrive today 3/25/2024. As a result the company has unfortunately failed in their advertised service to us. I checked the weather for Brooklyn, ** and Maspeth, ** to make sure this was not a weather related issue. The weather in your area on March 19, 2024, the date for original shipping was not such as to inhibit shipping.Over the time period I made several phone calls to your company, and have sent a few text messages and emails. There has been absolutely no communication or explanation on your part. The result is the company did not fulfill its obligation to our church in a timely manner. I am requesting a refund for the full amount of the order $71.93, since it was not delivered according to their own terms and conditions as specified on their website.Business response
04/09/2024
Greetings,
We acknowledge that *********************************** did not receive palms prior to Palm Sunday March 24th, 2024 as requested. Our team did attempt sending a second package once we notice there was trouble with the first shipment tracking. Due to the heavy volume of request leading up to Palm Sunday, did not have the opportunity to contact ******** until April 6th, 2024.
After further investigation with shipment tracking # ****************** via **** it appears that the package was lost in the shipping process as our records show our drop ship location packaged products buts *** never scanned at pickup. With the intentions to resolve the matter, we ****** a second package with tracking # ****************** we received confirmation from *** that package could be delivered on Saturday as some areas offer weekend delivery but, unfortunately that package was delayed and delivered on Monday March 25th, 2024.
Our shipping policy clearly explains we are not responsible for shipping delays caused by the shipping carriers. However, Our team will contact ********************** directly to resolve compensation.
Thank you
Customer response
04/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The company has reached out to me personally to provide satisfactory resolution.
Sincerely,
*** ** *****************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.