Complaints

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered online with Jones School Supply and paid on my credit card at the time of the ordering, the following: $36.70 on Jan 22, 2022; $14.89 on Feb 08, 2022; and $8.62 on Feb 20, 2022. Since then, they have been incessantly billing me despite the fact that I paid with my credit card at the time of sale. They need to cease and desist. They also need an internal audit of their billing practices - double billing is unethical. At this point, with the nuisance of their billing me for items I've already paid for, I feel I deserve a refund of $36.70 for my time that they have wasted. I certainly have no desire to order from them again.

  Business response

  08/05/2022

  Business Response /* (1000, 10, 2022/07/29) */ Ok, after some research, I believe I have figured out the situation. Two pieces of information that will be helpful to lay out first: We have 2 order numbers referenced here: XXXXXXX and XXXXXXX. You will notice that the picture of the past due invoice Ms. ***** received references order number XXXXXXX, which does not match any of the 3 web confirmation order numbers that were attached to her claim. The $36.70 dollar amount does match the web order confirmation for order XXXXXXX. Our billing process for credit card payments is such that a credit card is authorized at the time of payment, but not CHARGED until we ship the order. Here is what happened - When Ms. ***** placed order XXXXXXX on our website, she did so through their school account, which had a past due (totally different order, unrelated) that needed to be paid before we could ship XXXXXXX to her. As a result, she asked to have the order shipped to and billed to her home address. This created a new order XXXXXXX under which her items were shipped, assuming that the credit card payment from XXXXXXX would be applied to that. The void in that plan is that although the credit card was authorized for order XXXXXXX, because it never shipped, that card was never charged. So, Ms. ***** was never charged for either order, which is why she continued to receive a past due billing notice. All this said, in good faith, we will not charge Ms. ***** for the $36.70 for the items she purchased. We will go ahead and consider the XXXXXXX invoice for $36.70 paid and Ms. ***** will not receive further past due notices for that order. If Ms. ***** can show that her credit card was in fact charged for that $36.70, then we are happy to refund her that amount. From what we can tell in our system, that credit card was never charged for that amount. Jones School Supply is a family-owned company that has been in business in Columbia for over 100 years. We have worked hard to build an excellent reputation and will work hard to maintain that. I am sending this to you under the assumption that you are going to relay this to Ms. *****. However, if it is preferable for me to contact her directly, I am happy to do that as well. I will take my direction from you on that. Thank you so much, Tori A******* Operations Manager Jones School Supply

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