ComplaintsforThe Sinfonia Store

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bowtie from the sinfonia store December 14 of 2022 for the total price of $34.34 and usps tracking number XXXXXXXXXXXXXXXXXXXXXX. The sinfonia said they shipped it but the tie did not come. Sinfonia said after the ship something it is no longer their problem. Usps said they will not refund the money for this lost package. I asked sinfonia to just send another bowtie and they said no. I find this ridiculous that this store will not assist on either a refund or another tie.

  Business response

  02/03/2023

  Business Response The customer's order was placed on December 11th, and received by our fulfillment team the same day. The order was fulfilled and departed from our facility on December 16, 2022, 9:07 am (as of USPS's recorded pickup time, tracking #XXXXXXXXXXXXXXXXXXXXXX), and has since been delayed in USPS's delivery system, entirely outside of our control. The customer first reached out to us on December 31st regarding the order, insisting that we immediately provide her a refund or another item. After consulting with our fulfillment team and determining that the status of the order had been completed and sent through USPS, I responded, indicating that the next appropriate step would be to reach out to USPS to determine whether the package was lost or not, and to request compensation from them should it have not been delivered as expected, at which point we would be happy to process and ship another order for her. This answer was unsatisfactory for her, so she proceeded to send multiple follow-up emails during the next week demanding to be refunded and insisting that USPS would not do so. Out of an interest in seeing the issue be resolved, we reached out to USPS on her behalf and filed a claim for her lost package, at which point we were told by USPS that the package was still in transit and would be making its way to her soon - again, a system which we have no control over. Unfortunately, due to unrelated technical issues at our establishment, we were unable to communicate this particular update to her in the short time between us notifying her of having filed her USPS claim, and her subsequent choice to report us to the BBB despite being in the process of attempting to resolve the problem and engaged in an active dialogue about it. We have already subsequently informed her that we have refunded the order out of an interest in having this matter resolved, and indicated that she is not obligated to return the package should it eventually arrive at its intended destination, desiring no further contact with her at this point. As we have attempted to explain to the customer multiple times at this point, USPS's failure to appropriately ship the package is regrettable, but entirely outside of our control. While we are happy to engage in a productive and helpful dialogue in pursuit of ensuring the products ordered at any time are received in a reasonable time frame, it seems anathema to resolving the issue to insist (for example) that a delayed response time during the holiday season, when our staff wish to spend some time with their families, is in any way indicative of our inability to provide the service for which thousands of customers prior have had no complaints. The customer has received a refund from us, despite this being USPS's fault, primarily in the interest of seeing the book closed on this whole affair. It is in our mutual interest to see the Better Business Bureau recognize our relative powerlessness in this situation and not punish us for the mistakes of another company's failures. The customer's complaint more rightfully belongs to be directed at USPS, and we hope she pursues such a complaint against them as she is entitled to do. The customer has the contact information for the staff member with whom she has been working up to this point, and has always been free to pursue further constructive dialogue through that method. As of January 13th, we have yet to receive any further response from her, but look forward to the possibility of that changing in the future. We regret the unfortunate experience with USPS that she has had, and hope that their shipping errors have not had too lasting a negative effect on her outlook of the Sinfonia Store as a whole.

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