Complaints

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• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered school supplies back in June from 1st day school supplies. The package was delivered by fedex to the wrong address. I have been trying to get another package shipped out or a refund. They have yet to ship out another package, even though they promised to do so. I contacted them again asking when they are planning on shipping it out. They sadi "a few weeks." My child starts school.in. few weeks. I need to get school supplies or a refund to start shopping. They also have no customer service number so this is all through email, which is frustrating

  Business Response

  Date: 07/09/2024

  [[BBB transcription via email, see attachments]]

   

  As a family owned business, we are heartbroken over this situation as we responded to ****** immediately and told her numerous times that we will absolutely take care of her.
  Receipt:  Attached is a copy of the customer's receipt.  Each of our supply kits are "customized" per grade per school.  Our supply kits are made per order.  As indicated on our receipt, supply kits shipped to the home are guaranteed to arrive one week before the start of the school year.
  Customer customer service log:  Attached please find the correspondence between our team and the customer where we responded in a very timely manner informing her that would take care of her.  Unfortunately, FedEx delivered her package to the wrong house.
  Time Period of Communication ...
  Saturday, June 22 - ****** contacts our customer service department telling us that FedEx has delivered the package to the wrong house.
  Monday, June 24 - We responded at 12:04 pm inquiring about the correct address and stating that ... "will absolutely take care of you".  Normally, our response time is the same day/24 hours, excluding the weekend.
  Tuesday, June 25 - At 1:34 pm, ****** asks what the solution is.
  Tuesday, June 25 - At 6:03 pm, we responded that a replacement kit will be shipped.  Once it is shipped, she will receive the tracking number.
  Wednesday, July 3 - At 4:24 pm, ****** asks for an eta for delivery.
  Wednesday, July 3 - At 5:31 pm, we responded that the order will ship out within the next few weeks. We do sell millions of supply kits each year.  Our production of each kit is determined by the start date of each school.  Orders for schools that start earlier in the fall need to be made sooner than a school for example like ******'s school which starts August 8th.  
  Wednesday, July 3 - At 5:40 pm, ****** responds that we are all a bunch of scammers and she is contacting the BBB.  Our timely communication and the resolution of sending a new kit refutes any possibility of us being a scammer.  Unfortunately at this time of her email, our office was closed for the holiday.
  Thursday, July 4 - We did email ****** telling her kit was scheduled to be made and shipped on Wednesday, July 10th which she should receive by July 12th ... almost one month before the start of school and in accordance to our receipt of at least one week before the start of school.
  Tuesday, July 9 - ****** posted the below google review of one star even after we had emailed her on July 4th informing of her ship date ...
  Google Review:  NEVER AGAIN! This company was recommended by my schools PTO. I figured it would be an easy process. I was completely wrong! Not only did FedEx deliver my package somewhere else, but thier customer service is a nightmare! They do not have a telephone number, so I had to email them. They then responded with the picture of "proof of delivery." I stated that wasn't my home. They assured me that they would send another package out and provide tracking. I touched base a few weeks later after not hearing anything and I asked when they would send it out. They said "in a few weeks." I stated my child starts school in a few weeks and this is unacceptable. After this I was done, I contacted the BBB. Shortly after contacting the BBB, I conveniently get an email stating my order will ship the next week. I am not holding my breath.
  Tracking number to ship on Wednesday ... FedEx ************.  This kit is scheduled to be picked in our warehouse and shipped on Wednesday, July 10th.
  We have worked with ******'s school for years and have had no complaints.  We work directly with the PTA.  Please contact me if you would like their contact info and phone number.
  You are more than welcome to come meet us in person and visit our production facility located in Hinckley, OH.
  
  Our family owned business was started in 2008.  We have a very healthy growth in sales every year due to our outstanding customer service and name brand products.  We work directly with each school through their PTO or administration.  We have excellent relationships with our schools and parents.  The PTO/Administration approves each item on our website in writing and refers us to their parent base.  We take care of our customers 110% to make sure that each student has the proper supplies to start the new year off for success!