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Complaint Details
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Initial Complaint
11/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Diana O (ReadingGlasses.com) Nov 2, 2021, 1:44 PM CDT Hello *****, For the protection of you, the buyer, and us, the seller, we rely on a set of fraud prevention tools to verify the authenticity of orders from new customers. For some reason, we're having difficulty getting system approval for this transaction. Please understand, this is not unusual, and fortunately, most orders can be resubmitted and approved. But the system is a simple pass-fail algorithm, so if an order is flagged, we have no way of overring it. It's probably not news to you that fraud is a huge problem worldwide, particularly here in the U.S., and it is getting worse every day. Not all fraud management solutions offer the same levels of fraud protection to cardholders. And while our suite of protection tools approves transactions in most cases, it is not as robust as those employed by major retailers like Amazon, Walmart, etc. So, we have to live with a slightly higher error rate, triggering emails like this,.... and frustrating customers like yourself. Sorry about that. So, while the system has forced us to cancel your current order # XXXXXX AND #XXXXXX, we ask you to try again using the PayPal method on our site. PayPal provides the most sophisticated level of protection to you as the cardholder, reducting false declines - and allowing us to approve even more orders. The following link(s) will direct you back to the product page(s) of the item(s) in your order. From there, make the selection you want, and then when you get to the Shopping Cart, be sure to select PayPal as your payment method. Carrera 136V Bifocal: https://www.readingglasses.com/carrera-****-bifocal/?color=Black Shuron Freeway 52: https://www.readingglasses.com/******-*******-52-bifocal/?color=Black%20Fade Ray-Ban 2132 Bifocal: https://www.readingglasses.com/********************/?color=Matte%20Blue Again, sorry about the hassle. This is the world we live in. We hope you understand that this protects both you and us agaBusiness response
01/10/2022
Business Response /* (1000, 5, 2021/11/09) */ Addressing Consumer Complaint #******** - ******, ***** Sometimes there is no pleasing a customer. Mr. ****** attempted to order through our website - each time, his orders either failed or were canceled. His communication was abusive, and he used extremely inappropriate language both in the written word and over the phone. We had already resolved this complaint before Mr. ****** lodged a concern with the BBB. His "desired resolution" was to get a refund. You will see that Mr. Alprile was already refunded his canceled orders. Here are the facts: On 11/1/2021, the first order failed because it did not pass an AVS (Address Verification System) on checkout. On the same day, 11/1/2021, Mr. ****** submitted a 2nd order that made it through AVS checks and captured funds. Our system undergoes a multi-layer fraud-detection process for the consumers and our protection. During this process, the system determined something was wrong with the transaction security. After the order was canceled, we processed a refund back to the card on 11/3/2021. On 11/2/2021, the customer attempted to place the 3rd order, which failed due to the same security inconsistencies. This order was also systematically canceled on 11/3/2021, and we processed a refund on the same day. We attempted to communicate multiple times with this customer via email and phone calls, but he would not listen to the above explanations. He was abusive to our customer service ladies through verbal and written curse words (think multiple F-bombs). Mr. ****** knew we had processed his refunds timely as he responded to each of the refund emails stating that he wanted his product to be shipped, and he did not cancel his orders. We try to please our customers, but sometimes it is not possible to make them happy. Consumer Response /* (3000, 7, 2021/11/12) */ I never got refunded The money was never returned Respectfully Business Response /* (4000, 9, 2021/11/12) */ THE REFUND CONFIRMATIONS WERE THE FIRST TWO PAGES OF THE ATTACHMENT. AUTHORIZE.NET PROCESSED THE REFUNDS TO THE CARDS THAT WERE USED ON NOV 3, 2021. THE CUSTOMER ALSO RECEIVED EMAIL CONFIRMATION FOR BOTH REFUNDS WHICH HE RESPONDED TO US THAT HE DIDN'T WANT A REFUND - HE WANTED HIS ORDER SHIPPED. THIS CUSTOMER NEEDS TO CHECK HIS ACCOUNTS AND HE WILL SEE BOTH THE CHARGE AND REFUND ON HIS STATEMENT. AS STATED BEFORE, THERE IS NO PLEASING SOME CUSTOMERS.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.