ComplaintsforESTR Publications

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent a check to the company and per their policy, once the payment is received the product I ordered would be shipped out. I chose not to use a purchase order through my agency as it takes a long time for it to get approved. I have called and emailed to follow up on the status of my order and the company will not respond.

  Business response

  12/15/2023

  I have spoken to this customer on the phone when I have been able to answer an incoming call and show only one email from her regarding her wanting an update.  There has not been a time I have not responded to a message from her.  After she emailed me to say I had not responded, I wrote back right away. I hadn't gotten any other emails from her before that. I even checked junk mail and voicemails again and there were none.  One day she phoned twice when I was on the phone with another teacher at a school and she never left a messge to phone her back.  Another day I was on the phone again with a school and no message from her again.  If a person would like to get status updates, then they have to leave a message.  Again, I have responded each and every time I've had a call that I was able to take or the one email that was sent.  If there are any that I did not receive, then I can't account for those.  I emailed her three times after that email that said she had no response and she has not replied that she got those emails at all.  Of those three emails, all of them were after office hours, so I went out of my way to keep her in the loop.  One of them was at 3:17 a.m. after I'd gotten back to my home from my second job.  Still no reponse from her from any of those.  I even sent her the tracking information when her order was shipped out, when that is not something that our system automatically does. I am not the owner of the company and don't make the rules regarding the payments/policies.  I have done my best to respond to any and all correspondence we've had.  I've been at this job for 14 years and have never had a customer write to the BBB.  I believe I've done more than most customers have asked of me for one order.  In the end, I did exactly what I said I would do when we had our conversation on the phone.  Once we received her check, I would authorize her order to go out the next day.  I did just that and even dropped it at the post office myself, as the holidays are fast approaching.  I followed through on my promise to her.  I never promised to give her daily updates.  Again, it is not my fault that she had to generate a check from her bank that took twelve days to reach us from the time she placed the order.  She never once asked when we were on the phone to get daily updates or any updates at all.  I fulfilled my end and shipped out the next day after we received payment.  Thank you.

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