StuffedSafari.com Never received product. Rude customer service with NO resolution. chatham, Illinois

Hello Mrs. Tarr!  This is Shannon at Stuffed Safari.  I understand your frustration with your order, but I think it is only fair that the full story is told - you left a significant amount of information out.  You mention that you never received your product, but you failed to note that the package was shipped, and your very own local post office is showing that it was delivered to your residence on December 7th.  Here is the tracking information from the delivery confirmation number:

Delivered  December 07, 2011, 10:26 am

Out for Delivery  December 07, 2011, 8:43 am

Sorting Complete  December 07, 2011, 8:33 am

Arrival at Post Office  December 07, 2011, 5:03 am

Depart USPS Sort Facility  December 07, 2011

Processed through USPS Sort Facility  December 06, 2011, 4:28 pm

Depart USPS Sort Facility  December 05, 2011

Processed through USPS Sort Facility  December 05, 2011, 8:39 pm

Dispatched to Sort Facility  December 05, 2011, 7:47 pm

Acceptance  December 05, 2011, 1:05 pm

When you called our office, our customer service rep tracked the package and told you it had been delivered.  From my understanding, you told her you had not received it, and asked her what she planned to do about it.  Our customer service rep requested that you contact your local post office and request more information - it is not very common for a post office package to be marked as delivered but not actually received, and it has been our experience in virtually every instance that a call to the post office will turn the package up (i.e. they left it in an odd place because it was raining, they gave it to another member of the household that forgot to mention it was delivered, they are holding it at the post office, etc). She told you that if you could not get any resolution with them to call us back and we would see what we could do to assist.  According to our staff, you stated that we should just file a claim and not 'pass the buck' to the post office.  "Pass the buck" is not something we ever do, and please keep in mind that the post office's job is to deliver mail - how is asking them to do their job passing the buck?

We do understand that sometimes it can be a bit of effort to get in touch with your post office, but please understand that as with any business, there is a process that we have to follow in situations such as this.  If the package had simply been lost and never marked as delivered, we could file an insurance claim.  But the post office is not saying that it was lost - they are saying they delivered it to you (I actually just spoke with them and they confirmed the delivery confirmation information).  When it becomes a case of  'he said, she said', there are processes that have to be followed and unfortunately the customer does have to become involved.   This is the case with any shipping service; in some cases from some shippers, the customer even has to sign an affadavit stating that it was not received.

Our customer service rep tried to explain this to you several times, but according to our staff, you were yelling so loud over the phone that the reps in other offices in our building could hear you.  You then called her names using profanity.  At that time, she hung up.  As one of the co-owners, I expect our customer service reps to take care of our customers, but we do have the same rule that many businesses have...vulgarities and name calling is grounds to end a phone call.  There is never an excuse for ANY phone call to contain yelling or profanity.

As a business - and as individuals - we do understand the importance of every order we ship out.  As a small company, our customer service reps can get overwhelmed this time of year (we get literally hundreds of phone calls per day), but I have no doubt that the customer service rep you spoke with was concerned about your order and WAS trying to help.  The behavior you state she exhibited is completely out of character for her, and after talking to the other customer service reps that overheard the phone call, I have to believe that your post is more a result of anger over the post office situation.We will still be happy to try to assist you in locating the order and getting this resolved, but as stated previously, it is going to take some assistance on your part.

Hello Mrs. Tarr!  This is Shannon at Stuffed Safari.  I understand your frustration with your order, but I think it is only fair that the full story is told - you left a significant amount of information out.  You mention that you never received your product, but you failed to note that the package was shipped, and your very own local post office is showing that it was delivered to your residence on December 7th.  Here is the tracking information from the delivery confirmation number:

Delivered  December 07, 2011, 10:26 am

Out for Delivery  December 07, 2011, 8:43 am

Sorting Complete  December 07, 2011, 8:33 am

Arrival at Post Office  December 07, 2011, 5:03 am

Depart USPS Sort Facility  December 07, 2011

Processed through USPS Sort Facility  December 06, 2011, 4:28 pm

Depart USPS Sort Facility  December 05, 2011

Processed through USPS Sort Facility  December 05, 2011, 8:39 pm

Dispatched to Sort Facility  December 05, 2011, 7:47 pm

Acceptance  December 05, 2011, 1:05 pm

　
When you called our office, our customer service rep tracked the package and told you it had been delivered.  From my understanding, you told her you had not received it, and asked her what she planned to do about it.  Our customer service rep requested that you contact your local post office and request more information - it is not very common for a post office package to be marked as delivered but not actually received, and it has been our experience in virtually every instance that a call to the post office will turn the package up (i.e. they left it in an odd place because it was raining, they gave it to another member of the household that forgot to mention it was delivered, they are holding it at the post office, etc). She told you that if you could not get any resolution with them to call us back and we would see what we could do to assist.  According to our staff, you stated that we should just file a claim and not 'pass the buck' to the post office.  "Pass the buck" is not something we ever do, and please keep in mind that the post office's job is to deliver mail - how is asking them to do their job passing the buck?

We do understand that sometimes it can be a bit of effort to get in touch with your post office, but please understand that as with any business, there is a process that we have to follow in situations such as this.  If the package had simply been lost and never marked as delivered, we could file an insurance claim.  But the post office is not saying that it was lost - they are saying they delivered it to you (I actually just spoke with them and they confirmed the delivery confirmation information).  When it becomes a case of  'he said, she said', there are processes that have to be followed and unfortunately the customer does have to become involved.   This is the case with any shipping service; in some cases from some shippers, the customer even has to sign an affadavit stating that it was not received.

Our customer service rep tried to explain this to you several times, but according to our staff, you were yelling so loud over the phone that the reps in other offices in our building could hear you.  You then called her names using profanity.  At that time, she hung up.  As one of the co-owners, I expect our customer service reps to take care of our customers, but we do have the same rule that many businesses have...vulgarities and name calling is grounds to end a phone call.  There is never an excuse for ANY phone call to contain yelling or profanity.

As a business - and as individuals - we do understand the importance of every order we ship out.  As a small company, our customer service reps can get overwhelmed this time of year (we get literally hundreds of phone calls per day), but I have no doubt that the customer service rep you spoke with was concerned about your order and WAS trying to help.  The behavior you state she exhibited is completely out of character for her, and after talking to the other customer service reps that overheard the phone call, I have to believe that your post is more a result of anger over the post office situation.We will still be happy to try to assist you in locating the order and getting this resolved, but as stated previously, it is going to take some assistance on your part.