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Customer Service Kiosk -- Questions for LE vendors.

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  #31  
Old 2014-08-11, 4:24pm
Carols Glass Carols Glass is offline
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Julie,

I was referring to my questions on your website. Those were not answered.

You sent me one email today at my yahoo email. I will write to you on that email since you do not reply to the ones on your website.

This could have been avoided by just answering my questions on your website when I inquired about my package.

Substituting 2 rods of Zephyr for 2 ounces of Clio is not a good deal, plus sending me only 1/4th of the glass I ordered and keeping all of the money in your account was not acceptable to me either.

Most vendors that I know of only charge you for what they send to you, not what they expect to get a month later.

I understand better now since you explained the frozen funds.

That helped, I've never opened a dispute in all my years so I had no idea how it worked.

Carol
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  #32  
Old 2014-08-12, 7:57am
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julieann1674 julieann1674 is offline
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Carol,

This is what I wrote you when I was packing and shipping your glass.....

"Hi Carol,

I was just shy of the full pound of Clio left...by 2 ounces...so I have included 2 rods of Double Helix Zephyr.

I also was way short of the 591254 and am only able to send 1/2 pound. I will have more back in stock at the end of August.

I am leaving for a week so I wanted to get out to you what I had in stock. When the EDP comes in I will send it to you free of charge of course.

Thank you so much for your business! Enjoy your glass! Julie @ Art Glass East"

I left at 4AM that next morning......I did not receive another message from you until I had service at some point. In my mind, your box had already been picked up and was in route to you.

I would have been more than happy to give you a refund for 2 ounces of Clio...even after sending you the Zephyr. That would have been absolutely no problem. In addition, I would have been happy to refund you for the EDP that I did not have in stock. I ALWAYS give my customers a choice. Most customers, do not mind waiting. I usually get restocks within two days of ordering unless it is coming from the West Coast and I have to wait....which means my customers have to wait.

This case, IMO, was simply taken to the 9th degree. I am a MORE than a reasonable business professional.

Today this is what PayPal states about your case and your refund:

"PayPal Chargeback Specialist reviews seller's response (Up to 30 days)
PayPal reviews the information provided by the seller and receives processing documentation from the credit card company. This may take up to 30 days. During this time, sellers are encouraged to submit any additional information to dispute the chargeback case."

Hopefully, it will iron itself out more quickly for you. I dislike having to post in the LE forum, but I certainly have to defend my business practices.

I certainly do wish things would have worked out better for you, so that you are happy.

Quote:
Julie,

I was referring to my questions on your website. Those were not answered.

You sent me one email today at my yahoo email. I will write to you on that email since you do not reply to the ones on your website.

This could have been avoided by just answering my questions on your website when I inquired about my package.

Substituting 2 rods of Zephyr for 2 ounces of Clio is not a good deal, plus sending me only 1/4th of the glass I ordered and keeping all of the money in your account was not acceptable to me either.

Most vendors that I know of only charge you for what they send to you, not what they expect to get a month later.

I understand better now since you explained the frozen funds.

That helped, I've never opened a dispute in all my years so I had no idea how it worked.

Carol
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  #33  
Old 2014-08-12, 8:50am
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Hayley Hayley is offline
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Julie,

Being in business means there will be issues and mistakes, it's how someone handles these situations that ensures the customers returning ... or not.

My one experience with Art Glass East was not stellar. My first - and last - purchase was about a year ago for all the ring top goodies including mandrels, and various sizes of disk bases and hex nuts. All three disk bases RUSTED after the very FIRST use and left rusty residual on the glass. I contacted you and you told me you'd "look into this" with your supplier and "get back to you shortly" ... that was the LAST I heard from you.

So for the last year, I have almost $100 worth of ring top stuff that is useless ... needless to say I never purchased anything from you again.
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Last edited by Hayley; 2014-08-13 at 7:46am.
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  #34  
Old 2014-08-12, 9:08am
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AKDesigns AKDesigns is offline
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Wouldn't refunding her through the dispute end it and cancel the charge back? I'm confused.
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  #35  
Old 2014-08-12, 9:10am
Carols Glass Carols Glass is offline
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Quote:
Julie,

Being in business means there will be issues and mistakes, it's how someone handles these situations that ensures the customers returning ... or not.

My one experience with Art Glass East was not stellar. My first - and last - purchase was about a year ago for all the ring top goodies including mandrels, and various sizes of disk bases and hex nuts. All three disk bases RUSTED after the very FIRST use and left rusty residual on the glass. I contacted you and you told me you'd "look into this" with your supplier and "get back to you shortly" ... that was the LAST I heard from you.

So for two years, I have almost $100 worth of ring top stuff that is useless ... needless to say I never purchased anything from you again.
I'm going down and check all my disk bases, etc. Scary!
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  #36  
Old 2014-08-12, 9:13am
Carols Glass Carols Glass is offline
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Honestly, it was looking at the tracking daily and seeing the preshipment only that made me call paypal. I knew something wasn't right. I do not have ESP so how could I know your brother-in-law had brought your packages inside?

Please stop blaming me for something beyond both of our control.

Edited to add:

It was also not getting any response whatsover from you until you received the notification from paypal, that is, 6 days later.

One more thing, I told you that I was trying to prevent having any issues that would make my heart go back into Atrial Fibrillation and have asked you to edit what you wrote in your explanation of what happened that someone was accusing you of causing their heart issues. You have refused to do so, even though it is a lie and I can copy and paste if I have to.

Last edited by Carols Glass; 2014-08-12 at 9:34am.
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  #37  
Old 2014-08-12, 9:51am
bluhealer bluhealer is offline
Jer. 29:11, Prov.10:19
 
Join Date: Jun 29, 2005
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Quote:
Wouldn't refunding her through the dispute end it and cancel the charge back? I'm confused.
I believe it would. Otherwise it's a matter of waiting for Paypal, which does drag it out a bit.
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  #38  
Old 2014-08-13, 6:50am
bluhealer bluhealer is offline
Jer. 29:11, Prov.10:19
 
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Paypal notified me this morning that the refund has cleared through them and is credited to my c/c.
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  #39  
Old 2014-08-14, 6:34am
Carols Glass Carols Glass is offline
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Quote:
Paypal notified me this morning that the refund has cleared through them and is credited to my c/c.
I know I will sleep a lot better when this is over.
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  #40  
Old 2014-08-16, 6:15pm
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Iwantonetoo Iwantonetoo is offline
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My package got caught up in this shipping issue as well. Since postage was purchased and I got a tracking number, I don't think it was a money issue.

I was disappointed it took so long, more so because I had ordered bracelets from her Etsy shop and suggested she just put them in the box with the glass. I would have liked those sooner. I was/am surprised there was not an offer for a discount on shipping next time, or a partial refund for shipping, since I paid for shipping on etsy, and Art Glass East.

I will say it was all packaged very well. This was my first purchase from Art Glass East. I'm trying to utilize the smaller vendors when I can.
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  #41  
Old 2014-08-17, 7:23am
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Dianne Gleaton Dianne Gleaton is offline
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Default problems- NONE

I also was awaiting an order during this timeframe. I just sat back and waited. Sometimes life gets in the way, been there. It arrived yesterday as ordered. I have ALWAYS had good customer service from you and appreciate the care in packaging you provide. No breakage etc. Thank you for being in business. Dianne Gleaton
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