| OfficeFrog LLC |
| OfficeFrog LLC OfficeFrog Office Supplies, LLC Took an order from the shipping information page and refused to cancel the order. Grand Rapids, Michiga |
| 4th of Apr, 2011 by User609726 |
Trying to find office supplies, paper to be specific, we found several different companies. In order to find out the competitive shipping prices, Office Frog, LLC took the order from the shipping page without even confirming the order. Within 3 minutes of the "Order Confirmation" I called the place and left a message cancelling the order, and also sent an email cancelling the "order". They ignored both messages, so I contacted PayPal and filed a dispute.
PayPal told me they would handle it and then the OfficeFrog "partner" sent an email saying he got a message from PayPal that I was complaining that I hadn't received by order yet. I called PayPal back and they re-confirmed that I was cancelling the order.
Today, UPS delivered the box and my kid opened it because he was expecting other things. I called UPS to have them take it back and they wouldn't.
I called PayPal back and told them I wasn't paying for it. They sent another email out to Officefrog and told them what I said and to send me a shipping slip to return it. I still haven't heard back.
I will never order from OfficeFrog again and if you care about your money, you won't either.
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I wanted to take a moment and provide some additional information and hopefully provide others who may read this some insight into how OfficeFrog.com works hard to make the customer experience a good one.
Cathy's order was submitted and received on 3/29/11 later in the day with a payment transaction processed via Paypal. Since it was received after our normal carrier pickup time for outbound shipments we processed the order for shipment on 3/30/11.
On the morning of 3/30/11 we received notice from Paypal's Buyer's Complaint department stating:
"The Buyer recently opened a dispute against this transaction indicating that the merchandise didn't arrive. The buyer's claim is in regard to merchandise that either was never received or did not match your original description.".
Since we of course knew we would be shipping her order out that same day (inside of 24 hours from the order date) we assumed this would address her concern. We then responded both to Cathy directly to determine the full extent of her complaint and let her know we have shipped her order and to Paypal's complaint department once we had generated the tracking number that afternoon.
It wasn't until we received the next follow up notice from Paypal on 4/5/11 with Cathy's response that we first learned she did not want the order shipped and asked for the RMA. Since our turnaround time for shipping the order was within 24 hours from the 3/29/11 order date we of course could not cancel the order. In fact, we had already confirmed the order had already been delivered on the morning of 4/5/11.
While OfficeFrog.com works hard to provide a great experience to our customers from the start we know there will be times a customer's experience is not to their liking. We want readers to know once we confirmed delivery and verified the options to resolve the issue with Cathy, on 4/7/11 we settled the matter that most likely has exceeded her expectations...and well within the response time frames Paypal requires.
How online retailers work to provide the best customer experience possible is what separates the good from the not so good. We know shoppers have a choice when looking to buy products we carry. We appreciate the opportunity to deliver with a great experience upfront and also to serve to resolve issues in a way that improves the whole experience.
Thank you,
David Conner
Co-Founder
OfficeFrog.com |
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