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Review 5/19/2011
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Did not have good customer service at all. Was told twice by different people that my paper lanterns order would ship 2-3 business days after it was processed, and it was not. I also had to purchase a size larger than what was available, even though the smaller size was on the website. Tried emailing the company twice and never got a response, and had even replied to the order emails that say 'reply to this email if you have any questions'. I finally am able to get through on the phone again, and after explaining all the issues and even talking to the manager, nothing was resolved. The manager did not sound like she cared at all, tried to tell me it was all because of what I chose, kept interrupting what I was saying, couldn't give me a reason why I didn't get a reply to my emails, and didn't even offer a partial refund for the shipping cost or a small discount for the inconvenience and bad experience. They obviously only care about making money and not about making customers happy. I think it's funny that they reply to these reviews saying they have excellent customer service, when it was not evident in my situation at all, even by the manager! I had requested some kind of small partial refund for just the shipping or a small discount, but the reply was 'we don't do that'. This was my first purchase, and will also be my last.
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Business's response - by Sheetal P.on 5/27/2011
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Customer's order was shipped well within the timeframe stated on our site. Customer placed order on Thursday, 5/5/11 and order was shipped on Wednesday, 5/11/11. Our policy states that during peak periods, such as summer, order processing time is 4-5 business days. Customer's order was shipped within 4 business days, well within policy. Customer received the items on 5/13/11 via UPS. With popular items such as paper lanterns, while a particular size may not be in stock, we make every effort to provide a similar (often bigger) size at the same cost. Our agents made every effort to provide the best service possible to this customer, and worked within Koyal Wholesale's clearly stated processing and shipping policies.
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