Cymax Stores Inc. i ordered a cd stoage rack, sent to wrong address, tell me to deal with shipping company Vancouver British Columbia

This customer placed an order with our company on 11/03/2008. Upon reviewing this customer's order in further detail, we see that the customer placed the order online himself. This means that the shipping and billing information was entered by the customer himself.

Shortly after the order was placed, our system sent him a confirmation email with the billing and shipping information, product information, our Standard Returns Policy, 5 Important Things To Know, as well as our contact information. The purpose of the confirmation email is so that the customer can review and verify that all the information stated on the order is correct. The customer could have contacted us to make changes should the information on the order shows to be incorrect. In this case, the customer never contacted us to change any of the information on his order.

The order was shipped out on 11/05 via UPS, and delivered to the customer on 11/07 to the exact address that the customer had requested on his order. Our system had sent an automated email to this customer on 11/05 with the tracking information. Please note that it is the customer's responsibility to check the progress on his shipment and be aware of the estimated delivery date as shown on the carrier's website. We have provided all the sufficient information on our end for him to follow up.

On 11/18 (11 days after the initial delivery), we received a phone call from this customer informing us that he did not receive his order. At this time, our customer service agent Renee had advised the customer that the next step is to make investigations and find out exactly where the product us. The call was escalated to our customer service manager John, who had advised that a trace will be initiated IF the UPS had deemed the product to be undeliverable to the correct address. This means that if we can verify that UPS had delivered it to the same address where customer had requested for the order to be delivered to, then no trace will be necessary.

This customer also informed us that he has made a request for us not to ship out his order with UPS. We looked through all pieces of information and do not find that he has ever made this request prior to the order being shipped out. Please note that our order page also provides a section for customer comments, which the customer may make special requests at the time he/she places the order. The customer comments box shows to be empty on this order.

We confirmed with both the manufacturer and the carrier that the product was indeed delivered to the address that was indicated on this customer's order. We contacted UPS and was advised that since the customer supposedly claimed that the product was to be delivered to 331 Somerset Drive SW, and not 100 Somerset Drive SW, the customer might be able to go there and pick it up. We then advised the customer of this option.

The customer was then assisted by another customer service agent Gurprit. Gurprit resent the confirmation that was previously emailed to the customer at the time he placed the order. The customer then emailed back quoting the information we indicated on the confirmation email:

4. In certain circumstances we may hold your order for up to 24 hours in order to verify your shipping information if your shipping address does not match the address on your credit card. This is for your protection as a consumer and to prevent fraudulent activity.

He has requested Gurprit to explain this to him. Gurprit explained the meaning many times to this customer, and yet the customer sent him several emails with the same question. Gurprit and I have both been in contact with this customer and has tried to explain to him that this was a security measure we take to protect our customers from people placing orders in our system using stolen credit cards. This is in reference with orders where customers have entered a shipping address that does not match the billing address. In this case, because both the address were the same, it had qualified to pass through this security measure and thus proceeded to process.

This customer continued to email us back and asked, How did we know that the credit card was not stolen? As a business, there is no way we can absolutely ensure that the credit card used is not a stolen one. We are not a credit card fraud investigation institution. However, because we are a credible company, this is an extra step we take to protect our customers.

The customer continued to send us emails inquiring on the exact same thing. He also asked us to start a trace. We have explained to him on multiple occasions that a trace cannot be initiated if the carrier shows the package to be delivered to the correct address.

Subsequently on 11/19, this customer called again and spoke with Gurprit. He advised Gurprit that he was a private investigator and had tried to pick up the package at 100 Somerset Drive SW, but the person that answered the door rolled her eyes and aid that no package was dropped off. This customer then told Gurprit that being a private investigator, he knew she was lying.

When this customer responded to my email on 11/25, he advised that he was a pipefitter, and was out of town working which was why he could not check his email to find out when the product was delivered.

Clearly, this customer is giving us conflicting information.

At this time, we have advised that as a consumer, this customer has every right to file a credit card dispute for product not received. This way, a decision can be made through an arbitration process. We do not usually recommend this as our company always makes an effort to resolve the problems at our own accord. However, in this case since the customer has not acknowledged any of our explanations regarding his order, and does not believe that we have delivered his product, he may simply file a credit card dispute to try and win his money back.

Our company has fulfilled this customer's purchase and shipped the order to the address as per his request. We have also taken the necessary steps to confirm if the products had been shipped to the address provided on the order. We will not be sending out another shipment. We have even offered to issue a 5% discount in good faith to satisfy him as our valued customer should be wish to repurchase the product again.

If only Rip Off Report would allow us to attach our supporting documents, we would be able to show the confirmation email and tracking report.