Complaint Review: J D Marvel Products Inc

I sent money to this company for products I still have not received. The first email I sent via their web site, they told me to wait 4-5 weeks after my check cleared.

Second email to them (sent to customerservice@jdmarvelproducts.com)I explained I sent a money order, and they replied that the products were on back order. (after reading many of these postings on this web site, "back order" is quite common with this company)

My third email to this company, I stated I had now waited 4 weeks and I still have not received anything (products or the "postcard" giving a date of delivery). No reply from them. The Forth email I sent after researching (and finding, much to my dismay, a lot of web sites with complaints about this company) and finding a new email (support@jdmarvelproducts.com)

I told them I wanted my products or my money in full. The reply from the company basically blamed the situations for bad service on all their customers, and told me they had no record of my order for three products and for me to fax them a copy of my check.

My FIFTH email explained AGAIN that I sent a money order, they had record of their deposit of my money order, and that I wanted my products. Their reply: no copy of check, no products. They have sent me another email asking for the copy of check, I again stated my case, for the SIXTH time!

I am including copies of the emails, both to and from this company, for the reading of all interested. I am also including information to anyone wishing to help me bring this company DOWN!

Please call the Federal Trade Commision @ 877-FTC-HELP, 877-382-4357. This is a Canadian based company, so please call Phone Busters in Canada @ 888-495-8501. Both of these agentcies will give you a reference number. And also please to contact:

United States Postal Service
Office of Inspector General
ATTN: HOTLINE
1735 N Lynn Street
Arlington VA 22209-2020
or call: 888-USPS-OIG or 888-877-7644 (voice)
866-OIG-TEXT or 88-644-8398 (TTY)
Fax: 866-756-6741
email: hotline@uspsoig.gov

The following are copies of 4th, 5th, and 6th emails to and from this company. This company states that the reason for their bad customer service is due to "lack of JD Marvel/client communication", so email addresses are given below. These are email addresses I have been able to find from other websites also.
_______________________________
email sent to: support@jdmarvelproducts.com
October 6, 2002
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To whom it may concern:

The following is an email I sent to info@jdmarvelproducts.com. It was returnedto me as unable to deliver. I found your email at www.consumersrevenge.com. I am sending this copy of the email in hopes that this will not be returned to me also.

I am wishing I had researched J D Marvel Products before sending my money order for products. After reading about J D Marvel Products on several web sites, I must disagree with your posting on www.consumersrevenge.com. As I stated in my previous email below, on one of the web sites, there were 605 (actually over, due to other customers posting on the same message) unsatisfied persons whom ordered from your company. With an average of only 15% of the population having computers and Internet access, the total number of people being taken advantage of by J D Marvel Products must be staggering. I have to say, I don't give much weight to your comments posted on www.consumersrevenge.com.

After doing more research since I sent the attached email, and then finding out it was returned to me, I have decided on a different course of action. I stated below that I would wait until October 11 before I proceeded with contactin or posting my own complaints. I will hold true to my word, but since writing the email below, I have decided against filing with the BBB. If I do not have my products, (although I am not sure I want them now, due to finding out they are not compatible with US standard recepticle plugs, and are actually UK ports that will need an adapter) I will take my complaint first to the United States Post Master General, and then to the United States Attorney General, fllowed up with the Federal Trade Commission. I will print and forward all of the postings on the various web sites to the above mentioned agencies along with my complaint. I do not intend to wait one more day after October 11.

(email referred to above)
Dear Customer Service,

This is the fourth (4th) email I have sent to your company. The following is a copy of an email I sent a few days ago via your web site.

"I have sent two requests for information on the status of my order. The first response (after waiting almost 2 weeks) said for me to wait until my check was cashed and it would be 4-6 weeks. I replied with the fact that I did not send a check, I sent a money order so that the money for my order, three (3) ClearVue Mini Dishes, could be applied quickly. I then received another email stating that I would be receiving something in the mail stating that what I had ordered was on back order, and also giving me a date on which I would be getting my ordered products. I have not received ANYTHING. I have called to check the status of the money order that I sent. I purchased the money order on 8/25/2002. I mailed the money order on 8/26/2002. It was cashed on 9/6/2002. According to the advertisement which I ordered these products from, it stated 4-5 weeks for delivery. It did not state "after we cash/clear your check" or any other conditions. It has been 6 weeks since I ordered these products, and 4 weeks since the money order was cashed. (which means the money order was deposited at least 3-5 days before the company shows it was cashed). I ordered other products from a different company, ON THE SAME DAY, and received those products 3 weeks to the DAY that I mailed them a money order. I would like a DATE of when I will receive my products. If your company is unable to supply me with what I ordered, I would like my money ($39.95) returned to me in full."

Today, I decided to search the Internet for "clearvue mini dishes," and contrary to what I thought I might find, I found links to complaints about your company, 605 complaints, to be exact. I have decided to wait until Friday, October 11, 2002, before I list my own complaint on the web site, and then follow up with a complaint to the Better Business Bureau.

I have been in customer service for 16 years, and have been a supervisor for 10 of those years. I know first hand how important it is for companies to provide, at least good, if not excellent, customer service. I myself have had to respond to letters from the BBB. Most of those responses were to letters of which the basis where unfounded. I also understand thateven with multiple letters, and therefore, multiple responses, there isn't much that the BBB can do for any consumer, except list said company, and list the number of complaints vs. responses and conclusions. But at least I would have the satisfaction of knowing I have tarnished te business of J D Marvel Products.

Although I know this is quite a long email, I want what I ordered, although I have serious doubts as to how well what I ordered will work, if it will work at all. And then even if it does not work, I am quite sure I would never receive my money back after returning the products. (Rest assured I will not retun the products, because I do no trust your company. That is, if I EVER get my products.)

I am including the information of my name and address for you to check on my order. If I do not receive my products by October 11, I will proceed with listing my complaints along with asking for other disgruntled consumers to join together in a law suit to seek legal restitution from J D Marvel Products. I understand that most of the orders are for minimal amounts, but with combined amounts along with attorney fees an court costs, I am sure the amount would be substantial for your company.

(name and address deleted)
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REPLY from customerservice@jdmarvelproducts.com
October 9, 2002

Predominantly, we have found that the people who complain on those websites have not attempted to reach us to inform us of the situation. (Product not received, wrong size etc...) We have tried to get in touch with them ourselves but very few offer enough information (Such as their full name and mailing address) to track them down. It is a shame that we cannot resolve these situations when most times a simple phone call or e-mail would be enough.

Also, very few people update once their situation has been resolved.

The part, I think, that is most irritating, is that these sites like "RipoffReport" claim to be helping these people and in fact, do nothing of the sort. We have tried on many occasions to offer assistance or get in touch with our clients only to be flatly refused by the webmaster of that particular site.

Unfortunately, without JD Marvel/client communication, there is little that can be done.

The reason that we state 2-5 weeks from the time the check is cashed is because that is when we receive the order. We have seen cases where a person sends an order in and we receive it three weeks later. We count the 2-5 weeks from the time we receive the order-the date the check is cashed.

Your money order was cashed on Sept 3, 2002. Under normal cirumstances, the goods would have shipped by now as we are at the 5 wek mark however, due to an overwhelming demand for this particular item, we are presently backordered. This can mean a delay of several weeksdepending on how quickly we can have more stock shipped. At all times, a refund is available to our customers who find the delay unacceptable. We stand behind or 90 day guarantee and will of course refund anyone who chooses to send the products back.

Each customer must be treated with the same importance of any other and obviously, the orders are sent chronologicaly. To bump others ahead is not fair to the rest of our customers and implies that some clients are just more important.

Something you said in your e-mail caught my attention. You said that you ordered three (3) ClearVue Boosters for $39.95.
Our records show only one ClearVue Booster ordered. In order to correct this, could you please fax a copy of your cashed money order to my attention at 514-695-6643. We will reimburse any charges that you may incur for copies. (just send the receipt for that as well.)
Upon receipt of the copy of your cheque, I will be pleased to process your order.

I myself, work directly with Robert Schuter from time to time and I can assure you that we do try our best to keep our customers satisfied whether that means receiving the products or returning their money. We do apologize for the delay in delivery for your order.

If you require any othr information or have any questions, please do not hesitate to contact me @ info@jdmarvelproducts.com.

--------------------------
email sent to customerservice@jdmarvelproducts.com
October 11, 2002

To whom it may concern:

Your company has requested that I send my reply to info@jdmarvelproducts.com, of which I have not been able to have even one (1) of my emails delivered to. I will not send my emails to that email address. Apparently it is either always too full to accept emails, or it is a nonexistent email address so that your customers are unable to contact you via email. (and your phone number is either always busy or your customers are put on hold and no one ever comes on the line.) It is a "shame" that customers are unable to resolve problems with your company due to J D Marvels business practices. I would agree with the statement made in the email below, it is unfortunate that without J D Marvel/client communication, there is little that can be done.

Below is a copy of the ad which I ordered three (3) ClearVue Mini-Dishes from. In the ad, shown in the yellow box, "save more" 3 for $36.00, and then below "Add $3.95 postage and handling per order". Per the email from J D Marvel, it is stated that my money order was cashed on September 3, 2002. If you are able to determine from your records when my money order was cashed, you also can determine from your records the amount which was cashed. The money order I sent was for $39.95 ($36.00 for said products and $3.95 for postage and handling, anyone should be able to do simple addition and come up with $39.95).

In response to the reply email below, I have called the company I purchased the money order from, and the cost for supplying me with a copy of the money order will be $8.00.

As I stated in my email, I have called the Federal Trade Commission. They have taken my complaint and given me a reference number. They then gave me a number to a Canadian agency called "Phone Busters" and requested that I call them, after explaining that they would be sending their information to them also. Per the FTC's request, I did call "Phone Busters" and they also gave me a reference number. (I also supplied both agencies with the list of web sites I found concerning your company.) I am now in the process of contacting the United States Post Master, and the United States Attorney General.


As far as "ripoffreport.com", they state that they are a "nationwide consumer reporting web site to enter complaints about companies and individuals who are ripping people off." Furthermore, their "claim" is: "(they) created the Rip-Off report for everyday consumers who are concerned about being cheated. The Rip-Off report allows the consumer to be armed with the opinions and comments of fellow consumers," along with, "The data contained in the site will allow you (the consumer) to make enlightened decisions when dealing with companies." Your company has stated that "ripoffreport.com" will not give your company personal information. It is stated on their web site that the personal information is secure. "All Rip-Off reports are strictly confidential." (Sounds to me as though they are holding true to their promise.) According to their LEGAL DISCLAIMER, "Rip-Off Report is the sole creation of consumers from the general public." The! y also clearly say, they are NOT lawyers, they are strictly a new reporting web site. They have made no legal promises, and the email from your company stating they do not help people, is in fact, false. They are exactly what they say they are. They also offer rebuttals for companies or individuals who would like to state their side. I noticed only 1 or 2 comments placed by J D Marvel Products.

We can continue to go back and forth via email, and your company can continue to supply me with more information that I can forward to the appropriate agencies, or you can send me the products I have ordered. We are in the 6th week since my money order was cashed, not the 5th. You have stated that the products are on back order, but according to other customers, slippers, bras, etc, are also products you seem to "have an overwhelming demand" for and claim are also constantly on back order. Very few of your customers seem to fall under "normal circumstances".

In closing, the statement made in the email below concerning the "importance" of J D Marvel customers, I believe this email shows for itself the importance you, in fact, place in your customers.

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reply from customerservice@jdmarvelproducts.com
October 16,2002

We can go in circles forever if we really want to, each debating opposing sides of a business but, it will not solve your problem.
I will need to see a copy of your money order (both sides) in order to correct your file. We will reimburse you for any bank fees incurred, just send a copy of the bank receipt as well.
Fax: 514-695-6643
Tel: 514-426-8715

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email from customerserivce@jdmarvel.com
October 21, 2002

As we find no record of your order for the 2nd &3rd CVSB, we require a copy
of your cancelled cheque (front and back) this information can be either
faxed to (514) 695-6643 or mailed to address below. Also please indicate the
article(s) you ordered and let us know whether you would like to receive the
order or prefer a refund.

If, however, you feel that the order may have been under a different name or
address, please write us back with this information, and we will try to find
your order with that.

ADDRESS:

DEPT 721-109
BOX 3270
CHAMPLAIN, NY
12919

Thanking you in advance,

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REPLY to customerservice@jdmarvelproducts.com
October 21, 2002

I am not sure which of the many emails I have sent to your company you have read, but I have stated, several times, I did not send a check (cheque), I sent a money order. The money order for $39.95 was cashed Sep 6, 2002. I received an email from J D Marvel on October 9, 2002 stating my money order was cashed by J D Marvel on Sept 3, 2002. I sent one money order, with ONE order form for three (3) ClearVue Mini-Dishes on August 26,2002. It was not under another name or address. In order for me to get a copy of the money order, of which you have record of cashing, it will cost me $8.00 and a few weeks to receive. According to the publication from which I ordered I checked the box for 3 mini-dishes for $36.00 plus $3.95 for postage and handling. The amount comes to $39.95, of which you have record of depositing on September 3, and if you have record of depositing my money order, then you have record of how much the money order was for.

I was told at first that the products are on back order, now per your company I am told my order will not be processed until I supply your company with a copy of the money order I sent. As I stated above, this will cost me $8.00, and then in order to fax a copy, it will cost me more money for the long distance phone call to Canada, plus, my time with all these emails back and forth.

This is the 6th email I have sent. As I wrote in my email before, I have already contacted the Federal Trade Commission in the United States, I have contacted Phone Busters in Canada, and the Office of the Inspector General with the United States Postal Service. I was informed by the people I spoke with, that after their investigations, the information will be referred to the United States Attorney General.

Krista
Dallas, Texas

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