Polymerclayexpress.com And Polymerclayexpress.net Polymer Clay Express Did not make sure I received my purchase in Singapore. Ignored my email requests again and again. MD9890 Main Street Damascus Internet
Was told that shipping would take about 6 to 8 weeks. When I didn't receive my purchase, i asked and they told me they have sent my items out. I told them to re-send and to re-charge my card for "re-delivery". They said they would.
After another week has passed, they did not recharge my card. I was angry because what I had initially paid could have easily covered for a tracked parcel via DHL or Fedex. And a missing parcel could be tracked. My purchase was US$300+ of polymer clay accessories, etc.
Then my persistent emails were bounced from one person to another (initially a male) and then to a Wilma. The answer I got from the guy was "We will look into it and revert." I wrote a few more times and was ignored.
I notified my bank that I wanted my money back because I did not receive my purchase. But as my online purchase was well over 3 months, they can't do any charge-back and I can't get my money back.
I wrote to the BBB.org and they said that I have to be there PHYSICALLY in Baltimore if I wanted to pursue the case.
I have previously warned others in Yahoo group (Polymer Clay). Given that Polymerclay built their business around "word-of-mouth" they had the opportunity to reply but they didn't. Cos they KNOW what I was talking about, they have chosen to remain silent over this issue.
This company have since added to their terms and conditions that "they have no way to guarantee items would arrive in destinations outside of USA".
The least they could have done was to give me the TRUTH - that they were unwilling to keep me as a customer and so they were unwilling to re-ship for items lost. They could not GIVE me that truth.
There is no point of calling them regardless of whether the number is toll-free or not because there is no willingness to resolve the problem nor to keep me as a customer. It was my first AND last purchase with the company.
I ordered from SINGAPORE and I can name at least one other Singaporean who got his items from Polymerclayexpress VERY LATE but he had lost some business by the time the polymer clay arrived from them. They have 2 sites polymerclayexpress.com and the other which they may have deactivated ---> polymerclayexpress.net (their first site).
This transaction was well over 5 years ago. (Please also beware of people selling outdated "automated" software that does not work anymore cos websites now have the "are you human" verification system.)
P.S. I am based in Singapore and I ordered online in Singapore.
kelly
singapore, Hawaii
Singapore
3 Updates & Rebuttals
Rob
Damascus,Maryland,
U.S.A.
efforts have been made to locate, deliver or replace the order
#4REBUTTAL Individual responds
Thu, August 06, 2009
My name is Rob, Office Manager, of Polymer Clay Express. The customer is correct
that the package was ordered on December 7, 2008 and shipped by the US Postal Service on or around December 12, 2008. This time of year, the Christmas Season,
deliveries can be slowed, lost or misplaced with increasing frequency.
I initially responded to an inquiry on or near January 15, 2009, concerning the status
of this customer's order. A response indicated that packages shipped during this
time frame can and do experience delays. According to the US Postal Service,
the package was shipped first class international airmail. The is only a customs
number assigned with no other means to track the package. If Express Mail was
used, the cost to ship would have been as much if not more than the value of the
order.
I explained to the customer---with repeated emails, that I had no control of
the package once it leaves the USA and is in the Russian Customs Service.
I also explained that a trace had been placed on the package---and takes
30 to 45 business days for a response from the US Postal Service to attempt
locating the package.
The customer did not apply for or request insurance to be purchased with the shipment.
Despite this, we still made efforts to locate the order.
We ship all over the world, using the US Postal Service, and usually our customers
receive their orders within 5--16 business days.
I informed the customer that a refund to their credit card would be issued
once we have exhausted all means to locate and deliver their order.
A replacement order was prepared for shipment---with the customer being
responsible for the cost of shipment---this time with insurance and assurance
of delivery. The customer declined.
We are still willing to work with this customer to resolve the problem and
understand their frustration.
If you have any questions about our company, please email us at
Polymer@erols.com or give us a call 1---800--844--0138
local # 301--482--0399
We have thousands of loyal international customers who can verify our
reliable and responsive customer service
Thanks for the opportunity to respond
Rob Yost--Office Manager
Polymer Clay Express
Rob
Damascus,Maryland,
U.S.A.
We do respond to our customers and make every attempt possible to resolve any issue
#4REBUTTAL Individual responds
Thu, August 06, 2009
My name is Rob, the Office Manager of Polymer Clay Express.
We have been in business for nearly 11 years and have served the Polymer Clay community worldwide. I understand the frustration of the customer posting her response. We using the US Postal Service. www.usps.com. for delivery
of products outside of the USA and provide the customer with any tracking information to follow the delivery of their order.
Sometimes orders are lost by the host country's postal service or confiscated by customs, and rarely stolen by those working within that country's delivery service. I made repeated attempted to locate this particular customer's package and was willing to refund the purchase after all attempts were made to locate
and deliver her order. I did explain that this process can take 30--45 business days.
I also explained that there are additional fees or services that can be included with the postal delivery service to insure delivery, however, there is no absolute guarantee ---but there is insurance to compensate for lost or damaged
orders.
We rarely use UPS or Fed-Ex because of the additional fees and cost of shipping
that customers would have to budget. However once explained to the customer,
it is still there choice of which service to use.
Her order was never located. I closed her file when the email used to correspond was no longer valid.
I encourage any prospective customer to either give us a call on our toll free #
1--800-844-0138 or regular phone # 301-482-0399 to discuss any concerns they have about our reputation. Names of satisfied customers throughout the world can be provided as references.
If you should have any questions regarding this or any related matter you can send an email requesting a response.
Thanks for the opportunity to explain our postion.
Lapa
Saint-Petersburg,Europe,
Russian Federation
Polymer Clay Express Polymer Clay Express did not make sure I received my purchase in Russia (or didn't send it at all). Ignored my email requests aga
#4Consumer Comment
Thu, February 26, 2009
My case is quite similar to previous rip-off report.
I've ordered from this online shop 12/07/08 and I've never received my package. After 40 days I've sent an e-mail and PCE manager, Rob, told me he will prepare a refund for me. I've suggested sending the same items via USPS expess mail international instead of refund and billing my card for the difference in price of shipping. Rob agreed.
Ten days later I still haven't received anything. After 3 e-mails the manager said the package has been located in a customs office he will let me know around Feb 18-19. He never did.
Today is February 25. All my new e-mails are left without answer.
I've been waiting for the package for more than two and half months. I believe that all previous e-mails from PCE were only a way to delay charge-back until it was impossible.