ComplaintsforTrau & Loevner Inc
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered 3 shirt and paid upfront since May but no shirt no tracking number was ever provided. Need refund and shirts.Business response
07/09/2024
Thank you for reaching out. This customer has placed an order through our official **** Employee pre-order program. Orders are collected through a password protected collection on our website (***************) from 5/15/24-8/15/24, the t-shirts will then be printed based on the numbers of orders received, and then all orders will be shipped by 8/26/24. We have been working directly with the United States Postal Service on this pre-order program for several years.
The information I have detailed is clearly explained on the page where orders are placed. I have included screenshots of the relevant pre-order verbiage which, on two separate lines, reads:
-“PLEASE NOTE, THESE ITEMS ARE CURRENTLY AVAILABLE FOR PRE-ORDER. YOUR ORDER WILL NOT SHIP UNTIL LATE AUGUST”
-“SALES WILL CLOSE ON AUGUST 15TH AND ALL ORDERS WILL SHIP OUT BETWEEN AUGUST 15TH AND AUGUST 26TH. NO ORDERS WILL SHIP PRIOR TO THESE DATES.”
I am also including screenshots of the item titles and copy descriptions, both stating the ordering deadline and that the items will ship on or before 8/26/24 (**** Page 1.jpg, **** Page 2.jpg, **** Page 3.jpg). Please also see the messaging that was sent from the **** directly to the employees (**** Corporate Newsletter 1.jpg and **** Corporate Newsletter 2.jpg). This states that the items will be available for purchase from 5/15/24-8/15/24 and that employees may only wear the shirts at work during the Semi-Postal Stamp Monthly Promotions, which begin in September. This newsletter links directly to our collection page, which is seen in screenshot **** Page 1.jpg, so the verbiage shown in this screenshot would be difficult to miss.
The customer’s desired settlement is to receive her shirts and a refund. We can either issue a full refund now and cancel the order or leave the order as is and send her items between 8/15/24-8/26/24 as stated.
Thank you,
Taylor M*****
E-Commerce Manager
Trau & Loevner | Tee Luv
************************Customer response
07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ******
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.