Crossbow Warehousecrossbow Warehouse .com Sent Money for product No Merchandise No Refund Will not reply to email until I contacted Paypal. Holiday, FL 34690 Holiday Florida

Although there are certain aspects of this report that do not match any of our customers, there is only one situation that comes close. If this is the case in question, it has been fully resolved.

About the delay with the order: This was a record season for the particular items ordered, and our supplier, who was shipping the order directly, was having a hard time keeping up with the demand. As a result, the order was delayed. Any non-communication issues this customer reported were most likely the result of the receiving mail server rejecting our messages. With ever-increasingly militant anti-spam filters, we do experience this from time to time. Fortunately, most of these systems aren't rejecting messages that come via PayPal's system. We inform customers to add our address to their whitelists, but many do not do this. This is almost certainly why this customer reported that we did not reply until PayPal was contacted.

About their claim with PayPal: Understandably, the customer got tired of waiting for their order to be shipped (a situation that was out of our hands). But instead of asking us directly to cancel the order, they filed a claim with PayPal. We had no problem canceling the order and providing a refund. But, we were experiencing some technical difficulties with PayPal, where their system would not allow us to refund a payment on a claim. I will not bore you with any technical details about the problem, but suffice it to say, the fastest path to a refund would have been for the customer to drop their claim with PayPal. Then we could refund the payment through the regular system. After receiving a pretty strong negative response to this request, we contacted PayPal directly and requested that they simply refund the payment. This was completed by PayPal within a few business days afterward.

We regret that this customer had a negative experience and we could not complete their order in a timely manner. We would like to assure everyone that we are NOT rip-offs. All customers either receive their order, or get their money back. This customer was especially irritated because the order was placed at the last minute, and unfortunately an unexpected delay occurred due to basic supply and demand.

We'd also like to note that we take customer service very seriously. Despite ever-increasing numbers of customers and orders, we still do our best to give personal attention to everyone that asks for it. We know all of our customers by name and are familiar with all orders. Because a handful of people that are not at an outsourced call center answer every request and we do not have some elaborate automated system that tries to fit every situation into a set of canned solutions, sometimes delayed responses may occur depending on our incoming volume. We do respond to every email, whether through direct action or a personal response.

Finally, we'd like to let everyone know that we take all reports of problems very seriously, and if warranted, we take steps necessary to eliminate the problem, or reduce the chances of it happening again as much as possible. This has been done as a result of this customer's experience.