ComplaintsforUtopia Creations, LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was placed with company on 5/8/24 and payment was made through ****** for employee's gift. After reviewing order on 5/11/2024, it was on the order confirmation that processing time was 7-10 business days, which was no where on the order form prior to placing the order. The gift would not arrive in time so a request to cancel was placed. The seller stated that if the order was cancelled then an e-gift card would be given, this goes against ****** policies. I confirmed the cancellation and filed a dispute through ****** becuase the seller was going against ******** policies about cancelations and refunds. Once the dispute was filed, the seller processed the order anyway, claiming that ****** doesn't allow cancelations, which is not true. The seller also sent harassing emails to the staff of the organization, instead of staying within ******** dispute messenger. Because of the nature of how the seller is unprofessionally handling business, personal information listed on the order is of concern, and the organization should be issued a refund.

  Business response

  05/13/2024

  05/08/2024 - Customer placed order via the Simply Greek online store.  Her order was received and picked but not yet handed over to the carrier.

  05/12/2024 - Customer reached out about order cancellation because they felt the order would not be delivered by May 20th. We assured them the order still had time to make it and it would be shipped within our communicated fulfillment time. Please note, RUSH option and Shipping Upgrade is offered during online checkout, but Ms. ****** did not choose either of those options at checkout. Nevertheless, we were confident it could still make it. We communicated back and forth with customer on Sunday, May 12th that even though it was beyond 24 hours since order placement, we would allow an order cancellation and a store credit would be issued. Customer did not want to receive store credit. Customer communicated they only wanted to receive a full refund to their original form of payment.

  05/12/2024 - Order is fulfilled and shipped. Order is estimated to deliver by May 16th. Customer stated they needed the package by May 20th.  

  Customer has ignored our store policies and our attempts at resolution and filed a dispute in an attempt to circumvent our communicated policies. Our formal BBB response shares our fulfillment times displayed on our website, in the order confirmation email, snapshot of cancellation time allowance, and our e-mail communication with customer. Thank you for your time and attention to this matter. Please do not hesitate to reach out with any further requests for information.

  To Ms. ******, it is unfortunate we could not help you to get resolution, but we also will not be bullied or threatened with references to lawsuits that do not relate to this issue. You willfully ignored our store policies and are now trying to force us to comply with your demands based on untruths. This is beyond a customer service issue and now it about morals and principles.  We do not tolerate bullying of any kind and wish you well in all of your endeavors. 

  Customer response

  05/14/2024

  
  Complaint: 21703708
  
  I am rejecting this response because:

  Statements seller made were false. The order was not processed until a dispute was filed with ******* Their processing times are 7-10 days, which was unknown until after ordering and reviewing the order confirmation, which is the reason for the cancelation request. Seller agreed to cancel order and refund in store credit through a gift card, referring me to the Return/Refund Policy. In that policy, it is only subject to returns for the credit, not cancelations which wasn’t stated anywhere in her policies. I questioned the policy, and seller refused to refund. So through the 3rd party payment, I placed a dispute, since that is how I paid. Once the dispute was filed, seller made false claims that the order would have to be processed and not cancelled since I filed a dispute. This was false information. The seller has recently updated their policies. After multiple request to cancel the order, the seller forced the processing and shipping. It is stated in the email attached, that out of retaliation they processed the order. 

  Sincerely,
  
  ****** ******

  Business response

  05/14/2024

  We believe the consumer will not be satisfied.

  The package is In Transit with the carrier and scheduled to be delivered before May 20th.

  We have decided to update our policies and change our grace period of 24 hour cancellation to ‘No Cancellations’ going forward. The original placement and policy language are documented in our original response. We are not trying to hide what was already in plain sight. We have tried to keep our response about the facts of this case. The consumer continues to persist that the Fulfillment Times were not communicated. They were in multiple places before the sale and the first line of the order confirmation email. Still the consumer did not say anything until 4 days later after the order processing had started. 
  I personally woke up on Sunday, May 12th to her request and offered the courtesy cancellation with store credit and I continued to correspond with the consumer throughout day (Mother’s Day) in order to rectify the situation. The only solution the consumer wanted would have our company taking a loss and was against our policy and therefore, we did not acquiesce to her demands. All documentation has been provided. We are not offering any additional solution at this time. After the package is received, the consumer can utilize our Returns and Exchanges policy for which a store credit will still be offered minus the shipping fee. 

  Customer response

  05/14/2024

  
  Complaint: 21703708
  
  I am rejecting this response because:
  
  the seller has shown and proven poor customer service. At my organization, my role is to protect the organization’s funds at all cost. Canceling the order and not receiving an item or monetary refund but only a gift card that is only to be used for the seller’s store is scammer tactics that my organization can not and will not support. The seller also has harassed myself and co workers through email multiple times (listed in the previous attachments) because they were upset that a dispute to receive a refund that was rightfully owed to the organization was filed. For all the effort that the seller has put towards keeping the organization’s funds should have been put towards customer service. The order was cancelled and is no longer wanted. The shipment has been placed on Refuse package because the order request to cancel was before the seller processed and shipped the items. The order will not be received, which means a refund should be granted regardless the seller’s policy. A courtesy refund should be granted because of the poor customer service, harassment and unprofessionalism that the seller has displayed.

  Sincerely,
  
  ****** ******

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