ComplaintsforPearls With Purpose

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered several items from Pearls With Purpose in April 2023. I was told that two of the items were on backorder and were expected at the end of May. I have contacted the business several times requesting a status and keep getting the runaround. I've requested a refund for the two items and haven't received one yet. This has gone on for nearly four months. I was told in early July that the items had been processed but I haven't received them. The last time I sent an email was on July 17, and I haven't received a response. I don't know what else to do

  Business response

  08/01/2023

  We are a nonprofit offering items that are handcrafted by disadvantaged/rescued women in developing countries. (We are a small team of 5 here in the states).  In this particular case, two items that were ordered at the end of May were not in stock. The customer was sent an email explaining the handicraft and that it could take 4-6 weeks to receive these particular items from their country of origin (in this case, the Philippines). Two personal incidents/accidents occurred here in the states which landed myself and family members in the hospital the first two weeks of June. This also demanded that previously committed/contracted events be attended to by volunteers. A rapid pivot occurred wherein 4 new volunteers were booked flights, rental cars and given a rapid intro in the foundation as they took care of contracted events while I was in hospital. Inventory and received shipments were also handled by volunteers. This particular order went to different events on the east coast and was eventually found by an intern while she was running an event in the midwest- she shipped the found items from that event directly to the customer and customer now has her two back-ordered items in her possession. Thus there was a 2 month delay to get the 2 backordered items to the customer yet she received the other items she ordered within a few days of her order. It was complete human error due to the unexpected hospital stay, the additional medical appts and surgeries and the chaos of working with those willing to step up during a time of crisis.

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because I absolutely did not receive the two backorder items as of today. I have requested tracking information on more than one occasion and have never received anything to prove it was ever sent. I've repeatedly asked for a refund of the two items and she has made no attempt to make it right.  I gave additional time due to her personal issues which she went to great lengths to tell me, the customer, in an attempt to guilt me into forgetting about the refunds or tracking.  That's unprofessional and frankly the fact that she said I had the merchandise in my possession after my repeatedly telling her I don't leads me to believe she is not being honest about everything else. It is shameful that she hides behind her non profit to rip customers off. Shame on her!
  
  Sincerely,
  ******* ******
  

  Business response

  08/01/2023

  On Thursday July 27th- the parcel addressed to customer was found in Oshkosh Wisconsin and dropped at the post office. Tracking on our end indicates delivery as of Tuesday August 1, 2023.

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