Complaints

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• Initial Complaint

  Date:01/18/2023

  Type:Delivery 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.

  Hello. I placed two separate orders with Paisley and Company on November 25, 2022. I got two email confirmations saying that they received both orders. One order was $73.50 and the other was $67. A couple days later on November 30, 2022, I get an email from Paisley and Company providing a tracking number to let me know that the $73.50 order was on its way. On December 2, 2022 I got a notification from USPS that a package was delivered at the door. When I got home, there was no package in sight. I filed a complaint with USPS about a missing package. Nothing was done by USPS. I called the retailer, Paisley and Company, on December 7th and multiple times on December 9th trying to get ahold of someone to help me resolve this situation. After many call backs I was told by an employee that the owner would be getting back to me and that they are busy due to the holiday season. I am still waiting for them to get back to me. I never got an email stating that they are shipping my second order of $67 either. I purchased over $100 worth of goods from this establishment and still haven't received a refund, an apology, or some sort of way to correct this situation. Tracking Number: **********************

  Business Response

  Date: 02/01/2023

  She states that she placed two seperate orders  on November 25 and received confirmation of both .  That is correct, she placed one order, #*****, for $73.0, at 11:49 AM.  Eleven minutes later she placed another order, # *****, for $67, at 12PM. 

  She then states thaton November 30 she received an email letting her know that order ***** was shipped.  That is correct, however, it was a larger 12x12 box that we packed BOTH orders in.  Since they came in one right after the other and were going to the same address, it appeared reasonable, practical, and less wasteful to ship them both together.

  She received a notice from USPS on December 2 that her package had been delivered on her front porch at 2:14 PM.  When she returned home she said there was no package there.  Our research shows that the package was delivered at 2:14, as the USPS stated.  We had insured the package, of course, but when delivery was made by USPS our insurance coverage ceased, since our relationship or contract with USPS for that package was fulfilled.
  Customer then says that she filed a complaint with the USPS but "nothing was done".
  Customer then says she called our store on December 7th and again several times on December 9th asking for someone to resolve the issue.  This is true.  I can't attest to how many times she called, but it was several times and she spoke to at least two or three staff members during those calls. The first time she called we followed up with USPS and found their successful delivery notice.  Customer was then told by us, on this initial phone contact, that she should file a complaint with USPS and that they (USPS) had recommended that she wait another week before following up with them.    Two days later she called several times during the day.  Each time she was given the same response, that our store could do nothing about her situation, since we had made her products, wrapped her gifts, shipped her products and had proof of delivery. It was unclear why she thought we had done anything wrong or had done less than we should have done.  
  Customer then states in complaint that she was told that owner would get back to her but was busy with the holiday season, and was still waiting for a reply.  This may be true, or it may be what she wanted to hear or pressured a staff person to say, but it would not have happened.  I as the business owner would not respond to someone who had already been given my advice via my staff.  Although she never emailed us she did send a message on facebook messenger, to which I responded, despite her saying that she had never had a reply from us.  here is my response to her:
  I'm sorry for this incredibly frustrating situation. I had thought it was resolved by now. First - the two orders were shipped in the same box since they were ordered only 11 minutes apart and it was much more practical and provided a tighter and more secure fit in the box. The tracking number was *********************, as you know it was delivered in December 2nd at 2:14 pm. We are responsible for all of our products and shipment up until the moment they are delivered, and we would have reshipped your orders if they were lost. When a package is delivered, however, it is out of our hands and our part in the transaction is complete. You say you did file a claim? That's the correct next step - contacting your local USPS, waiting a week, and then filing a claim with them. The Priority package was insured with them for more than the contents' value and they are supposed to honor that. I would reach out to them again and ask for the status on your claim - I think there is a place online to do this. Good luck!
  
  Customer complaint then states that she hasn't "received a refund, an apology, or some sort of way to correct this situation"...  In my opinion she has received several apologies, from each staff person she spoke with, and she's been advised verbally and in writing on how to correct the situation.  She will not receive a refund from us because we fulfilled our obligation and in no way are responsible for the loss, or what appears to be the theft, of her goods.  (I didn't mention to her before, but perhaps her homeowners insurance would cover this loss?)
  Truly I am sorry this has happened to her - it has happened to me, too, and I know that you feel helpless and angry - but I really don't think I should be punished for someone else's crime.
  I think that's all that I have to say on the subject, please let me know if you'd like any other information.