ComplaintsforReynolds Packaging LLC

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered packaging from Reynolds Packaging on June 1, 2022. I had to pay up front, $2874.99, invoice #*****, which I did so on September 21, 2022. We received our order on September 29, 2022. (Job number 22-060101A). When I put product into the packages the interior zippers popped off the bags; they are not sealed inside the bags properly. I tested another bag and easily the inside zipper comes away from the bag, therefore rendering the bags useless. I shared the problem with the ************************************* from the company and they did not attempt to promptly replace the product. They insisted that they must go through the return process before they can do anything. After some time, I got a phone call from the owner, **** Reynolds and when I called her back to set a time to talk, I never heard from her again. I resorted to emailing and telling them how disgusted I am with their lack of concern over this matter. They have been very slow to respond, both by phone and email. As we came into the 2022 holiday season, I couldnt deal with it as we were too busy, so I didnt attempt to make contact again until 2023.Now were in 2023, Reynolds finally got their bags returned to them and they will not respond to my emails, which Ive sent a few noting the return to their factory and that I am expecting my refund. At no point did Reynolds try to resolve the issue with functioning product. And their lack of concern for returning my money or ever keeping us as a customer is unfathomable. The amount of time I have spent on designing the bags, corresponding to try to get my money back without response is a terrible way for this business to do business. I will never recommend this business to anyone and I want to be done with them, but I cannot be done with them until I get my money back.

  Customer response

  04/11/2023

  Thank you for your note regarding our complaint with Reynolds Packaging.

   

  Since we filed a complaint on 3/14/23, I have had the following contact, none of which has still resolved anything. All we want is our money back, and now they are trying to force us to have them make us new bags. This has gone on so long, I absolutely do not want to deal with this company. They never tried to resolve the matter when it happened; last fall September 2022. Now, Im angry with them, their lack of concern, and they want to try to make us use their product. So many months have passed, Im not even in the market to have this bag anymore.

   

  • 3/24/23, I called Reynolds to tell them again we simply want a refund. I spoke to ******* and she was the first to be ****** apologetic. I shared with her that we have filed a complaint with the BBB and that we want a refund. She acted in a manner that should have taken place last fall; and I tell her that. She proceeds to tell me they can make us new pouches and that it can be done quickly. She proceeded to tell me she would send samples to us.

   

  • We did receive samples and I was quite sure I replied that we do not want to move forward with their company and that we just want our refund. However, I cannot find that email that I thought I sent; sadly I may have hit cancel instead of send.

   

  • 3/24/23, we receive email with return labels for 2^nd portion of boxes to be returned to Reynolds

   

  • 3/27/23, ******* emails inquiring about samples coming

   

  • 3/29/23, I email Reynolds to tell them the quantity of boxes they will be expecting

   

  • 3/30/23, ******* tells me samples coming

   

  • 3/31/23, boxes delivered back to Reynolds (this is 2^nd portion of original order from June 2022)

   

  • 4/3/23, ******* inquires about samples (this is where I thought I replied stating I just want our money back, but I cannot find that reply email)

   

  • 4/6/23, ******* sends email wanting to have conference call with owner later that day (Thursday before Easter, mind you, when they already received my auto-email stating I have no staff right now).

   

  • 4/6/23, I get a phone call to my shop and ******* tells me that she has the owner, ****,  on the line, too, and that they want to talk about our problem. I tell them that I am unable to talk and that I have 3 Guests in the shop. I also tell them that we just want a refund, that we do not want to do further business, we just want a refund. They tried to keep talking and I again stated I had Guests that needed to be taken care of, but they could talk to my husband. I gave the phone to my husband and he also informed them that we do not want to do business with them, we just want a refund. One of them tried to tell him you misunderstand our return policy. My husband was upset and told them that he expects a refund by Wednesday (April 13), or he will contact our attorney. He told them this whole thing should have been corrected in September. They tried to tell him that I was on vacation and thats why everything took so long. My husband said that wasnt correct, she has some breaks, but all communications were laid our prior. Nonetheless, they should have tried to resolve this immediately, not 6+ months later. He ended up hanging up on them and he told me they continued to **** into his speaking trying to make a point that they are not at fault. BUT THEY ARE!!

   

  I dont want to involve our attorney as that will cost us more money. I cannot understand why they would fight to make us deal with them. This has been one of the worst experiences I have ever had with a company. We simply want to wash our hands of them with our refund. However, if indeed we need to bring our attorney we will. But, we are hopeful that the BBBs interaction will help resolve this matter before we need to take further steps.

   

  Thank you for your help!

   

  Enjoy a day that POPs!

   

  *****

  Business response

  04/12/2023

  Seller shipped partial order of 2 sizes of clear/unprinted bags with zipper on Shipment #1
  09/12/2022 and balance of order Shipment #2 on 09/23/2022
  ? Invoice ***** Due 9/12/2022 paid by buyer on 9/26/2022
  ? Invoice ***** Due 09/23/2022 Un-Paid
  ? Wednesday, October 19, 2022 Email to seller from Chippys Requesting Bags picked up along
  with a refund. Also stated: Weve not had a day off in over 3 weeks and its going to remain
  strong through the remainder of the year. I dont have the mental capacity to resolve this until
  after we get over the holidays. Can you please coordinate these efforts so I can take it off my list
  for the time being?
  ? Monday, October 31, 2022 Email from Chippys requesting how to proceed with refund for
  zipper failure and bags picked up due to running out of space.
  ? Friday, November 11, 2022 Email From Chippys: Reached out to Accounting to have issue
  resolved.
  ? Monday 11/14/2022 Reynolds reached out to Chippys to resolve issue. Suggested time to
  speak. ******* replied back stating to call her cell most afternoons that week work after 3 pm.
  ? Friday 11/25/2022 Chippys emailed stating that she left a message demanding to get a refund
  and arrangement of pick up or disposal.
  ? 11/21/2022 Seller phoned Chippys and left a voicemail to expedite return of product.
  ? 11/28/2022- ****** called and Emailed ***** with ******* to work on plan to resolve. ************** limited office hours and not open Mondays, Tuesdays or Wednesdays.
  ? 11/30/2022 ***** email stating message was left. Asking for an email requesting more info on
  what is needed to have product returned.
  ? MRA (Material Authorization Form) Sent on 11/30/2022 to have product returned to Reynolds
  Packaging.
  ? 12/5/2022 Buyer emailed Reynolds stating they dont have a forklift or pallet **** to move
  pallets of product or the materials to wrap a pallet and did not return the product.
  ? ***** from Chippys called on 2-7 asking requesting a refund and it was explained that the
  product needs to be returned to get a credit per the terms and conditions.
  ? Buyer - ***** emailed Reynolds on 2-9 saying we can send ***** back to pick up cases.
  ? 2/9/2023 Seller scheduled ***** to pickup product. ***** unable to pick up due to buyer *****
  being on vacation and the only one who monitors emails.
  ? 2/15/2023 Reynolds Packaging received partial shipment of returned product: 19 cases of 26
  cases to be returned
  
  ? 3/24/2023 ****************** Quality Control Specialist with Reynolds Packaging had phone call with
  ***** and informed ***** that the 7 cases of the large bags have not been received by seller per
  the Material Return Authorization. ***** requested that a refund be issued. ****** explained
  that she will be sending sample pouches to reproduce pouches in time for busy season. Samples
  delivered on 3/29/2023. *** Labels for large pouches sent on 3/24. And their shipping
  department isnt available until Thursday due to their limited business hours.
  ? 3/31/23 Reynolds received the final 7 cases of product.
  ? Sent email on 4-3-23 to see if she received the sample material and to set up a call to discuss
  options moving forward. No response.
  ? 4/6/2023 Quality Control Specialist, ****************** called Chippies to see if the samples bags that
  Reynolds Packaging manufactured would be an acceptable replacement. Upon speaking to
  ************** at Chippys she said she was too busy to talk and we would need to talk to her husband.
  Upon speaking to him, he said they did not want to look at any samples and only wanted a check
  sent to them. Reynolds explained that Reynolds Packaging has offered and would replace all of
  the product they had ordered and it was refused.
  Note:
  ? 4/7/2023 Refund check #***** cut for $2,874.99 and mailed to Chippys.
  o Note: Chippys Popcorn has not paid invoice # ***** (Due 09/23/22) for large
  clear/unprinted bags therefore will not be receiving a refund for product that was not
  paid for.
  o Upon the return of the full order of product on 3/31/2023 (see delivery receipt
  documents attached), seller then issued a refund to the Chippys within 5 business
  days. The seller was not obligated to refund the buyer per the terms, however, seller
  refunded Chippys.
  o Seller will not seek additional payment for additional shipping or interest due on past
  due invoices and waiving these costs to the buyer.
  o Per Sellers Terms and conditions paragraph #3 (also .
  ? Sellers liability and buyers exclusive remedy for any claims arising out of the
  products sold hereunder shall be limited to rework or replace the defective or
  nonconforming products with conforming products or provide buyer with an
  account credit for amounts that buyer has paid to seller, at sellers option.
  ? 4/11/2023 Reynolds Packaging has honored the buyers request to be refunded, the seller
  considers the matter closed. Reynolds Packaging is very sorry that the buyer is not completely
  satisfied with their product.

  Customer response

  04/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Had the seller taken immediate action to remedy the situation with replacement product, we'd have stayed their customer. I'm saddened that my first heartfelt apology and movement to remedy took so many months. In the case of faulty items, it would be in the seller's best interest to act much more swiftly so as to keep the customer. The most immediate action should always be to resolve faulty items asap and keep the communication prompt to keep production and process moving favorably. 

  We are satisfied in this situation being closed as we have received our full refund. 

  
  Regards,
  
  *************************

  
  

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