Business ProfileforHSE eBiz LLC

Items were never delivered. Although it was likely ****** fault, the business did not even attempt to follow up with ****. As a business, a package sent through priority mail should have insurance. They can file a claim and be compensated as the sender. As buyers, we will not be compensated.

Also, their prices are much higher than at local stores. So unless you want to pay double the price and not get your items, do not buy from this business.

I did contact ****. They stated that the items were delivered and therefore no insurance claim was allowed. That's what I told the customer before already. I have issued a store credit in the amount of the original order including shipping. I think that I was more than generous and don't feel a complain was in order.

************** 1) You did not contact **** other than looking at the tracking on their website. Your exact words to me: "If I call them they will tell me that the item was delivered." That was your excuse when I asked you to follow up with them. I did the follow up myself, and no, **** was not dismissive--they took the time to find out the mix up on their part. Unfortunately, I as the addressee couldn't file for a claim because I didn't have the original receipt. 2) You issued a store credit at the night of November 29 and set it to expire that same day so that I couldn't use it. My guess is you only did that to have proof that you issued a store credit while making sure that it expire immediately. That wasn't generous. That was deceptive. This whole thing happened because of a little mix up at ****, which is normal around the holiday season, but the way you handled things shows that you are unwilling to do a little work when things go wrong. Imagine an e-commerce business who doesn't want to follow up with shipping carriers when something goes wrong once in awhile. And then the deception with the store credit that was issued at night and set to expire that day. By the way, this is a small transaction of about $36. If you had shown that you cared just a little, I'd have just re-ordered the items as I'd have understood that ****'s mistake was not your fault, but you didn't even take the time to find out that it was ****'s mistake. And that's the problem. You can't have an e-commerce business and say it's not your problem if the customer gets the product or not. Happy holidays and I hope you'll improve your customer service in this aspect.

Dear Sam,
I usually converse with my customers directly but since you chose to publicly discuss the situation I will answer you the same way. First, I'm so sorry for the expiration date. I don't know how that happens. My gift cards usually expire within a year so I didn't pay attention to the date. I have refunded the order amount since I believe that you won't entertain the idea of doing business with me in the future. I did not mean to deceive you or anybody. That's not how I do business which a lot of my testimonials on my website show.

I did call the post office after you had insisted on it. As I expected the person from USPS told me that the item was delivered and there was nothing she could do. If you received a different answer I'm glad you talked to somebody who was more engaged. I will contact them again with the knowledge that they admitted some kind of mistake.

Thank you for all your business advise. I will make sure to keep them in mind. I'm sorry that you had a bad experience with me. In 20 years of doing online business it is the first time that a customer felt the need to complain to the BBB. I hope that this is the last for the next 20 years.
Happy Holidays!

Regards
Sonja ********
***********************

Sonja, I did write you first. Anyway, I saw the refund. And I just wanted you to know how I felt when the business refused to try to help solve a problem. Frankly, I don't want the refund. I just wanted an understanding from you, and I'm more than happy to reverse the refund and reverse the rating (if I can) here after you have acknowledged the issue. That's all I wanted. It's a small transaction, and I have no interest in hurting a small business. I do know that jumping through hoops with **** just for $36 is a not a cost-effective use of time, but I just wanted for the business to show that you cared. That is it. Please reverse the refund. And I will try to reverse my rating here. Happy holidays!