Quote:
Originally Posted by red_ant
Mark is head of customer service and I was waiting for his account to get approved so he can respond, but I will. I have posted the issues with refunds multiple times in the Facebook group, but I will again here even though Rebecca has mentioned why multiple times.
We had an employee that COMPLETELY messed up our refund books. They were marking refunds as paid when they weren't AND not marking refunds as paid even though they were. So we've had to go through refunds dating back to last year and we are going through current requests IN ORDER. This audit/check is not a quick process. Let me give you an example, we have had over 10 recent requests for refunds where the people were saying they didn't receive their refund. After spending 4 sometimes 6 hours on each individual request we come to find out they WERE refunded their money. They were just trying to get over on the Company. And guess what, some of them were posters on here too. Originally we thought the issue was just refunds marked as paid but not actually paid but then this issue. So we have to thoroughly review every request in order. Sorry it's not moving faster but we are a small company and this is draining a lot of man power.
But, rest assured you will get your refund for those that are actually due a refund. It will just take time to audit these request thoroughly. For example, we have processed multiple requests for refunds for people that have ordered from the website because it's easy to audit/check the status. But, you don't hear those happy customers because people usually only speak when they are unhappy. Sorry I don't have a better answer for you but these steps must be done given the issue with people demanding refunds when they already got them.
We have a lot of clean up to do and it's all for the better. Just ask people that have been ordering from the website now and how quickly their orders are shipping. We are making progress. It's just not overnight.
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1. If someone is making your company look bad by b$tching about refunds when they already got it please post their nAmes and proof they did this so moderators can get rid of them. Let's not be nice about this those are serious defamation towards your company and should not be tolerated.
2. Please stop saying your a small company.(I get what you mean) but it really rubs some people the wrong way especially the ones that are properly owed money. You guys have made millions (lots of small companies do) more then enough to hire proper staff to avoid this mess in the first place.
3. You are 100% correct negativity tends to stay impact and last longer then positivity. People only remember the negatives.
4. People should not be edited on Facebook when they say something negative or have a concern. Problem should be addressed this is the test and indurance of what makes a company great and pulls in those loyal customers that stick with you through the good and bad. As of now even your loyal customers are ready for blood.
This post is by no means intention of anger or destain towards you I've said it in the past I think you and Rebecca doing great job for what it's worth and it just seems you have a long road ahead to make pcs what it used to be.
