Andrea: Hello, my name is Andrea , I will be your chat representative today. How may I be of assistance today?
you: I placed an order on Wed with 2nd day shipping fex. Order number XXXXXXX. Expecting Fri delivery. Tracking shows that it won't arrive until 5/29. I would like a refund on my expedited shipping.
Andrea: One moment while I look into this matter for you. May I have your name, for verification please.
you: XXXXX XXXXXX
Andrea: Thank you.
Andrea: Regardless of shipping method selected, shipping time starts when the order leaves the warehouse, not when the order is placed. I see that this order was placed 5/23, and shipped 5/24. Due to the holiday and the weekend, which we have no control over, This will not arrive until 5.29.12, which is the 2 business days.
you: Then when I called in to verify arrival date I was told that even though the tracking info on the web site said it hadn't shipped, that it actually had left the warehouse and would arrive today, Friday.
Andrea: I have no notes to that effect, I am sorry.
you: I would never had placed the order online and would have gone into the local store.
you: I paid twice than the product was sold for to receive it in time. I would not have done that.
Andrea: I understand your frustration, however as it has completed processing, and has in fact shipped, we are no longer in posession of the order. If you no longer want the item, you can in fact refuse delivery and be reimbursed for product, but not shipping.
Andrea: once it returns to the warehouse.
you: Who do i call to talk to about this. When i send you an email it bounces back.
Andrea: You are welcome to call us at 1-888-773-9869, but please know that you will receive the same information if you are to call in. I can understand your frustration, but we are not able to refund you for this expedited shipping.
you: And what you're saying about refund is not true. I own a business with a large shipping department and I am fully aware of what can and can't be done to achieve a refund regarding shipping.
Andrea: I respect what you are saying, but this is not our fault. FedEx does not ship on weekends, and due to the holiday, they are not shipping on Monday. The order was not placed until 5:23, a Wednesday, and you selected 2 day shipping. All orders are in process at least one business day before they ship. This is our stated policy, with all respect.
Andrea: If Monday were not a holiday, you would most likely have received this on Monday.
you: I was told by your representative that the warehouse was west coast. That is why I went with you. I placed the order at 1:41 PDT. Plenty of time for you to have it in the mail.
you: If you do not make this right I will place a review at www.adulttoystorereview.com and all of the local search engines and search sites. Have your boss call me xxx xxx xxxx
Andrea: Your order was received at 05/23/2012 03:41PM CDT, after which time it is in process at least one business day - as noted on our website.
Andrea: It shipped out on 5/24/12
Andrea: Again, due to Fedex policy of not shipping on weekend, plus the holiday, this will not arrive until 5/29/12
Andrea: And again, with all respect, I am a supervisor.
you: So, you've given me 2 order times. Which if any is the truth.
Andrea: I beg your pardon? I gave you the order time in the system.
Andrea: The order time is, as I stated, 5/23/12 at 3:41 PM CDT.
you: And with all respect, you're a horrible customer service rep and I'm guessing you're not the boss. Which is the person I asked for. You also stated the order time was 5:23. So, have somebody that is not a liar and is more in charge than you.
you: call me
Andrea: 5/23/12 is the date, and 3:41 PM CDT is the time.
Andrea: I will be glad to pass this on to management, but I cannot say precisely when you will receive a call back.
you: Then why did you first say 5:23
Andrea: "I see that this order was placed 5/23, and shipped 5/24" is what I stated to you. I am not going to argue semantics with you. I understand you are frustrated, and I will let management know of this frustration by noting the account accordingly.
Andrea: We do appreciate the business, and we understand that shipping delays can cause frustration. However, we are limited by what our shippers tell us in terms of when they will, or will not ship.
you: You typed:
you: I respect what you are saying, but this is not our fault. FedEx does not ship on weekends, and due to the holiday, they are not shipping on Monday. The order was not placed until 5:23, a Wednesday, and you selected 2 day shipping. All orders are in process at least one business day before they ship. This is our stated policy, with all respect.
Andrea: This refers to the date, not the time, as indicated by the word Wednesday. It is not referring to time.
you: This entire conversation will be placed on review. All you had to do was have somebody in charge contact me. read more
