ComplaintsforHouse of Holidays Inc.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Oct 1, 2023 I placed an online order with House of Holiday. Order number ***** and received a confirmation of my order. One of the items on my order they stated would be delayed for an additional week. Then I was contacted again and said that same item would be delayed another week. Finally I contacted the company by email on Oct 13th and they stated at that time the missing item from my order the Lemax English Lane would be arriving in their warehouse in a week or two and they would send it right out. That was 3 weeks ago and i have emailed the business twice since then with no reply. My order still says the item is preparing to ship but that is what their site has been saying for the past month. I just would like my last item from the order shipped out. Their website has said that the Lemax English Lane is in stock everytime I check the site. The person on the emails insists it is not in stock, however, their website has said it is in stock and that status has never changed. It has been over a month since I ordered this item and their website says orders ship within 3 to 10 days. I would like the last item from my order

  Business response

  11/07/2023

  This is our response to a customer complaint recently filed with the Better Business Bureau regarding their order experience with our company. At House of Holiday, we take customer concerns very seriously and want to provide a thorough explanation of the situation.
  The customer placed an order with our company approximately five weeks ago for an item that was listed as "available" on our website. Regrettably, there was a discrepancy in the way the item's availability was communicated, which led to the customer believing it was immediately available when, in reality, the item was not physically in stock in our warehouse at the time of their order.
  We have since received the item and have expedited the process to send it to our fulfillment center as quickly as possible. We acknowledge the delay in fulfilling the customer's order is not in line with our usual standards of service. To rectify the situation, we have taken the initiative to locate the item and will ship it directly from our warehouse to the customer's specified address to expedite the delivery process, bypassing the fulfillment center.
  We value the customer's patience during this time and are committed to ensuring their satisfaction. Additionally, we are implementing measures to enhance our inventory management and communication procedures to prevent similar issues in the future.
  We want to assure the Better Business Bureau and the customer that we take this matter very seriously and will do everything in our power to ensure the timely delivery of their order and to improve our overall customer experience.
  Once the order is on its way, we will provide the customer with a tracking number to monitor its progress. If the customer has any further questions or concerns,they can reach out to our customer service team at ********************************** 1 or by email at ***************************************** and we will be pleased to assist them.
  We appreciate the Better Business Bureau's involvement and the opportunity to address this matter. We extend our apologies for any inconvenience the customer has experienced and are dedicated to their satisfaction.
  Thank you for your attention to this matter, and we look forward to resolving it to the customer's complete satisfaction.

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because the business has still not sent out my item. 

  The same day that the BBB response arrived in my email  the business also emailed me and said they would be sending out my item.   I emailed them back and asked for tracking as soon as the item was sent so that I could watch for it to arrive. 

  The business never replied back with tracking numbers and it is now 3 days later and my item has still not shipped to me. 

  The business response would be fine but I need them to actually send me the item from my order... not just keep saying they will and then don't

  Thank you 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
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  Business response

  12/12/2023

   

  Thank you for giving us the opportunity to respond to this claim.

  We were very surprised to find out that ****************** was not satisfied with the resolution of this claim, since we did communicate with her every step of the way, as the item she had ordered was located, shipped and subsequently delivered. We do acknowledge that it took us 3 days to locate and ship the item, and that ground shipping from ************* to the ******************* took 9 additional days. However, as you can see from the attached correspondence (#*** a screenshot from our ticketing system) we did communicate with her, and from the screenshot of her order page in Shopify (#***) that she was sent the tracking information, followed by "out for delivery" and "item delivered" emails from our system. Finally the tracking from *** (#***) shows that she was handed the package in person. 

  We understand ********************** frustration with delays in receiving her order, and want to apologize again for the inconvenience this has caused her. We had hoped that our efforts in expediting the fulfillment of her last item had resolved the issue to her satisfaction, and are very sorry to learn that it was not the case. 

  As promised in our last message we have started putting together measures to avoid these delays in the future, and are planning a complete overall of our logistics after the Holiday Season has passed.

  We thank you once again for the opportunity to address this issue and wish everyone at the Better Business Bureau, as well as ****************** a very Happy Holiday Season and a Merry Christmas.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩