“SRC4881,

Thank you VERY much for your feedback and such kind compliments. Please visit us again soon!”

“Thank you for your feedback, we are looking into better carrier options as we want to provide the lowest rates for our customers, but not at the peril of transit/shipping time. Your feedback echos this concern and makes it that much more of a priority.

We appreciate your business, and would hope you will remain a customer in the future.”

“sswank,

As we established in through email our hours are 9-5 PST and as your voicemail was left about 15 minutes to 9AM and your rating posted around 15 minutes after 9AM, this was the reason for the quick response. The review was actually seen shortly after we came into the office and had just hear your voicemail, it was honestly somewhat shocking that we literally just received a request and than a negative review popped up minutes later. Per our conversation we greatly appreciate you pointing out that our customer service line currently inaccurately states our business hours as 8AM - 5PM PST, which would certainly (if I were the consumer) give me a sense of poor or no customer service availability as well. We have put a ticket into our IT tech to correct the out of office hours greeting switch, so that the correct greeting plays when we are out of the office and vice versa. Additionally, when that change is completed in the system, we will rerecord the greeting. Until then we have extended our customer service hours to accurately reflect the recording.

Also I just wanted to touch on the shipping expectations as we discussed. Our goal for any order (standard shipping or otherwise) is a 24 to 48 hour turn-around - out the door time. As we explained during our conversation, this is our absolute busiest season of the year (the same for all online merchants), during these high volume seasons, we do our absolute best to stick to our goal, but handling time can take a hit, which is why we post 3-5 business days on all orders during peak seasons, as well as put this information on our website: http://www.cupidsbedroom.com/store/shippinginfo - So your review is absolutely accurate for your order (for this order), but would not be the case about a week from now, when normal out the door times would be 24 to 48 hours. On your order, it went out the 4th business day.

In conclusion, we as a ResellerRatings.com Merchant Member, never want to buy or "bribe" or "buy" a better rating, but we did during the duration of our emails ask if there was ANYTHING we could do to make you a fully satisfied customer. As the order was free shipping, there was no way to issue a credit on the shipping, and since outbound shipping was already manifested, it wasn't possible for us to change to a different shipping method. I would have done both if either were possible (even without request). I still stand behind that promise to do whatever is within my power to make you a fully satisfied customer (maybe better said, as satisfied as possible as it's rather unlikely we would be able to satisfy you 100% *or anyone else with the same case* 100% unless your order was received by 12/24.

Certainly do contact us to let us know what we can do to fully resolve this situation.

Warm Regards,
Cupid's Bedroom”

“Equestrianchase,

I thank you for the comments and feedback you provided. Your order was actually shipped out (left our California facility), on 11/2 - Your full tracking information can be found here: http://www.ups-mi.net/packageID/PackageID.aspx?PID=st176797

Your order came in late in the afternoon on the Wednesday the 31st after the last carrier pickup of the day. Your order was then processed and Thursday and on a UPS truck Friday morning. It was shipped on the 2nd business day following the order.

I wish we could have had this shipped within 24 hours, but unfortunately we took between 24 to 48 on this one. But certainly not 5 daysbut I can understand the confusion as there are two tracking numbers with UPS Surepost (the UPS originating tracking, and the final day tracking from USPS).

We appreciate your business and thank you again for your feedback, we are looking into ways to make this UPS Surepost tracking information more intuitive for our customers.

Kind Regards,
Cupid's Bedroom”

“KCC172,

I am very sorry you are so upset with your order. UPS was very bogged down throughout all of the eastern U.S. Hubs. Your order was placed on the 24th of October the 25th and shipped out on the 25th of October - (it was on a truck in less than 24 hours of receiving your order. Per UPS the order was delivered on November 7th (3 days after the posting of your review).

Please look at the tracking information on your order - http://wwwapps.ups.com/WebTracking/processInputRequest?sort_by=status&tracknums_displayed=1&TypeOfInquiryNumber=T&loc=en_US&InquiryNumber1=1Z28298FYN43795835 - and view the shipment date. We really did do everything in our power and followed our commitment to our customers to get customer orders out the door promptly. We couldn't have done it any quicker than we did.

Unfortunately, the UPS and ultimately USPS, had severe delays due to the hurricane putting most of their major east coast hubs at a stand still. The hurricane was a horrible tragedy, that will be affecting hundreds of thousands of people, each in a different way, however, a hurricane is obviously beyond our control, and we feel that something such as this should not be a held against us. It is not indicative of true shipping times under normal circumstances to which we do have control.

Nonetheless we do understand your frustration, and inconvenience, and hope that you will reconsider the ratings based on this information, and do decide to consider us again in the future.

Kind Regards,
Cupids Bedroom”

“UPDATE--11/13/12

Autopilot_98,
Trust me, we get it. We get that customer service is the KEY to any successful business. ResellerRatings.com was the first contact we received about your missing item. As soon as we knew we resolved it IMMEDIATELY, not a single question asked. Further, we could have simply credited the price of the item, or had the missing item shipped, but we did both. Our order entry team and fulfillment centers are staffed by humans. It's not machines pulling orders.

This was a legitimate mistake by a staff member and we don't argue that. A mistake that as soon as it was brought to our attention we went above and beyond to resolve. I'm sorry we weren't able to please you, with our resolution of refunding and shipping you a free item, with free shipping. If you are truly basing you review off of the fact that we didn't do anything until you posted a review. I certainly wish you would actually have a little faith and believe that our first knowledge of the missing item was THIS review. So I simply don't see how you could be upset about us resolving it as soon as we had knowledge of it. I do understand how frustrating it can be to not receive something on time though, so, we failed in that aspect. I just don't know what more we could have done for you on this.

Best Wishes,

Cupid's Bedroom


UPDATE--11/11/12
On 10/12, when we reviewed the claim we took immediate action: Full Refund issued for $11.27 - (the amount of the item). Shipped out missing item via USPS Priority that day, again, free of charge. The net result was that the item was a free product for the customer, and a net loss on the order for us - but our goal in the end was to ultimately satisfy this customer. Evidently based on the review that still stands, our efforts made not positive difference.

Dear Autopilot_98,

Your order was placed on Saturday 9/22 (not during our normal business week). On Monday 9/24, an email was sent explaining "Order has been processed and sent to warehouse for fulfillment. Please note that your order is shipping from multiple locations and packages may arrive on separate days."

I apologize but to our knowledge (with the tracking information provided from our fulfillment centers it appeared your order had been shipped, in it's entirety. However, I see after reviewing your order, and what was transmitted to the fulfillment center, did indeed only contain 1 of 2 items ordered.

Please allow us the opportunity to resolve this situation and earn a level of higher satisfaction from you. The item that was not shipped, will be sent out priority mail, this afternoon, and the charge for the item will be refunded in full. You should expect to receive notification of this refund via email within the next 10 minutes, and it should be reflected on your statement withing 2-3 business days.

We are very sorry for this inconvenience.”

“Dear ricksls1,

I am terribly sorry that you are so upset regarding your transaction. However, we will only ship to the original address that was placed on the order. Your billing address and shipping address were identical - and the ONLY address that was on your order, hence we prepared the shipment for that address. A review of your order confirmation would show you this.

Upon receiving your request we advised you that we were unable to change the shipping address on that order, but that we would be able to cancel your order if you wanted to place a new order (with the correct shipping address submitted). We asked how you wished to proceed, and you replied that you wanted us to cancel your order.

Per your request, we did exactly that. You were never charged a penny for your order, and truth be told, had you canceled and replaced your order with the corrected address, we would have had it to you the following business day, due to the proximity to our warehouse. I'm not certain which other company you may have ordered through, but of course they would deliver to the "correct" address, if that's the address that you provided them with, just as we would have, if the order had a different address on it.

Regarding the reason why Cupid's Bedroom does not change the shipping address after an order has been submitted:
1) The credit card authorization (not charge, as the transaction was never batched through) was based upon the shipping and billing information you provided over the internet. If we altered the address, that credit card authorization would not match the revised order shipping address. (this is the reason we asked you to simply cancel and place with the address you really wanted it to ship to).
2) This is one of the number one tactics for consumer credit card fraud with online purchases. As we do our best to protect YOU, the consumer, we were simply following our policies. Sadly, our efforts result in a negative review.

I'm sorry we were unable to meet your requests and that you were disappointed, but we cancelled your order just as you requested. You were never charged, and until now, we thought the matter was closed.

If there is anything additional that you would like us to address, or anything we can do for you, please let us know.

Kind Regards,

Cupid's Bedroom”