Complaints

• Initial Complaint

  24/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I do sign painting classes & DIY craft kits. I thought I had found something great, when I found a second supplier who could provide me & my clients with some new variety of wood blanks for DIY Kits…and they are in my home province, less than 2 hours away from me. I originally found them because they had actually advertised in a Weyburn group ******** page. I had emailed them initially to tell them I had seen their add and told them what I do and asked about possibly using them as another supplier. I had ordered a few times in the last couple months. However, June 23rd, they advertised a big sale (48% off) so I placed an order with 19 items. Plus right before I saw the sale, I had sent an email that I was missing some pieces from a couple of blanks I had just received. “No problem, I will send those out to you tomorrow” was the response. Mean time, I said I would be placing a sale order so just throw them in with it. I received a notice that a shipping label was created June 30th. On July 11th, I inquired about where my order was only to find out that it had not been shipped yet with more than one excuse (some legitimate), but the last being that it was ready but ****** **** didn’t pick it up. Then I received a notice that my order had been refunded & cancelled - odd if it was sitting there just waiting for ****** **** to pick up. If it had been me, I would have taken it myself to ****** ****. Then, I see my entire order posted on their ******** page advertising “excess kits available” (still at a discounted price, but not the sale price I got). When I confronted them and asked if it was my order, and asked that I still get my order and for the price I originally paid….no response & they removed the post from their page. Now, I can’t even get a reply on whether or not they have sent out my missing pieces/replacements that I need to complete my kits. Nor have they responded to me asking for my money back, if they are not going to send the missing/defective pieces.

  Business response

  01/08/2023

  The original parcel was sent, was not scanned therefore showed as not 'picked up' or sent.  It was stated that the business did not want to continue purchasing if we could'nt keep up with demand in a timely manner so I refunded the order as at the time I was handling a few issues with our new retail location and couldn't be at our main store where the equipment is and I do not have staff who are trained to operate any of the machinery.
  The missing pieces have now been sent twice.  Once via lettermail. And once again on Friday when we got this letter, sent via parcel.  A refund for the items that were missing pieces was also sent.
  As for her interpretation of what I posted on our socials, it's irrelevant.

  Business response

  01/08/2023

  Refunds sent for items that had missing parts.
  Items sent via lettermail mid july and via parcel post on july 28

  Business response

  01/08/2023

  Correction - parcel with missing items was resent july 27 delivered july 28.
  Tracking
  **************** **********
  
  The attachment doesn't have her name or address and I'm not at the shop to send the actual mailing label receipt but this is what is showing on ****** ****'s website.
  
  And as i mentioned all items that were missing pieces have also been refunded in addition to the pieces being sent. 

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