Joy Toys Never received Order

Here is an email received at 9:35 this evening from Joy Toys to some of their customers. Below their letter is my response to them.

Dear Chris,

First and foremost, we'd like to wish you a Happy New Year! We'd also like to apologize for the delay of your shipment. We want to be honest and upfront about why we haven't replied to emails and it's because we've been understaffed and all of our staff have been working very hard to answer as many of you as possible.

As you may probably know, we're a new store that just recently opened and thanks to you, our video went viral and we've sold out and delivered most of all of the Heli Balls and a few other toys in high demand. Some have had it in time for Christmas and got the chance to gift it to your loved one(s).

Some were unlucky and haven't received their order yet. The reason is and usually, a company wouldn't disclose this, but running a business can have many challenging factors and one of them is dealing with the merchant who's processing your payments.

Our merchant accounts PayPal and Stripe has put a hold on our payments starting in December because of security reasons due to our volume of orders which basically made us unable to receive daily payouts to pay for your shipments. That is why some orders were delayed in December. We are still fighting for this but we are putting as much money as possible behind your shipments from our own family pockets.

Another challenge of ours was that our supplier wasn't reliable for delivery time to our warehouse and didn't communicate with us that he was sold out of them either as he also supplies for the big retailers such as Amazon, Groupon, Walmart, Target, Kohls, etc. Good news is that we have the inventory for you guys and that we've found a lending partner that can pay all of the remaining shipments.

We sincerely apologize for all the inconvenience that this has caused to you and we will be giving out a gift card of $10 if your order has been delayed for over 2 weeks to make up for the inconveniences. What happens next? You will receive a shipping confirmation email within 24 hours with your tracking number.

If you have any questions please reply to this email but please allow us time as we're a family business and we're doing our best to answer all of you. Again, our apologies for this unfortunate event.

Yours truly,

Joy Toys Family

My Response:

Support staff,

I appreciate your apology and I certainly understand being under-staffed. However, I do not accept the reasoning behind my shipment not going out.....your merchant not paying you. You already had my money as it came straight from my bank account to you the day I placed the order. Also, it stated on your site shipments in 3-5 business days.

It has been a month. I thought I had been scammed. I called my bank just today to file a claim. Being one of the "unlucky" ones, I was very disappointed that I could not give the toys to my great grandson's at Christmas.

I hope you have learned a valuable lesson being a new company about the volume of sales created online and that your company will succeed in the future.

Regards,

Chris Weathers 832-594-8204