Miss, De Pena (Santo Domingo City -
MIAMI,#2Author of original report
Thu, December 17, 2009
On Dec 15, 2009, at 12:26 PM, Seligman wrote:
Miss De Pena
We are refunding you shortly the balance of your order for a full refund
The envelopes must be sticking due to humid weather or where you store your envelopes
Happy holidays and i apologize for any inconvenience
Sincerely
Mr. Seligman
On Dec 14, 2009, at 5:04 PM, De Pena wrote:
Just to tell you...how "happy" I am with your nightmare of envelopes....all my customers are returning the white ones....because every time someone want to buy my cards....most of them are so glued it, that they can not open it ..and them they get damage. People is not buying my cards because of this....VERY NICE....ANOTHER SURPRISE...just wondering at the end of this season ...what would be the total amount loss ......I BELIVE IT WOULD BE A LOT.
My business is in jeopardy.
On Dec 11, 2009, at 1:13 PM, Seligman wrote:
Miss, De Pena
First I want to wish you a happy holiday season
And we really did have a computer crash in our accounting system and had a problem with credits but as you know we cleared it up when you receiving your credit
I am sorry Linda did not contact you with our quick book accounting problems when it occurred So in the holiday spirit will you please reevaluate your response
Be well and have a happy holiday season
Mr. Seligman
President
admiralenvelope
New York,#3REBUTTAL Owner of company
Mon, December 14, 2009
When fulfilling thousands of orders, especially when offering custom manufactured products, it is inevitable that an occasional customer will be dissatisfied with the product. Who hasn't made a purchase that hasn't matched their highest expectations? As the fully disclosed communication we provide below will demonstrate, our customer had little to be dissatisfied with. But, above and beyond that, it is one thing to be dissatisfied with a company's service, and fully another to publicly make slanderous and false claims that a company or person is a 'liar' or a 'thief'. Without verifiable evidence such slander is a crime, and in this case, one that we may consider pursuing. As Ms. Shakira De Pea of Funky Doggie & Co. Greeting Cards must also recognize that making such outrageous and incoherent claims in such a public forum is a double-edged sword; once reading this posting, her potential customers and vendors will also have the opportunity to judge whether her company is one that they want to risk conducting business with.
For those customers who have read Ms. Shakira De Pea's excited and unsupportable claims here, we wish to refute her statements. In order to allow readers to decide for themselves, we have provided the entire history of our communications with our customer. We hope that readers will quickly note that the customer repeatedly changed every aspect of the specification of her custom manufacturing order, which took her two months to nail down, disappeared from the communication on numerous occasions for weeks at a time as we geared up in preparation for her project, demanded immediate responses whenever she was available, expecting responses on weekend nights, pushed for an unrealistic manufacturing deadline that we still managed to meet according to our listed manufacturing policies, agreed to revisions in materials and colors based on her ever changing order specifications only to complain later about such revisions once the product was delivered, and ignored details that we explicitly specified, such as the fact that baronial (pointed flap) envelopes were not available in the size she was repeatedly specifying, forcing us to make some assumptions when we could not get her to explicitly clarify her needs despite repeated requests. Ms. De Pea was also unwilling to accept that, due to the current financial stresses on the paper industry, some materials and colors would not be consistently available as the international paper manufacturers are attempting to cut their product lines to only the most requested colors and the least amount of shelved inventory; she seemed to feel that this was our fault.
Our company consistently accepted and worked with the customer's revisions, continued to honor a price quote on an order that changed repeatedly, were responsive and helpful in our replies to each and every one of her communications, and produced a product in one week that took her eight weeks to describe without charging any rush surcharge. It took our customer an entire month after receiving the product to email us describing her dissatisfaction, and this first email was filled with threats and claims that she was unsatisfied with materials that she herself had explicitly approved in writing.
We offered her a full refund on the condition that she returned the product to us. When the customer explained that she had left the country with the product and that it would be very expensive to return them, we offered to refund fifty-percent of the price of her order, despite our policy of custom manufactured products being unreturnable, writing off all profit on the project. She then posted this complaint while our accounting department prepared a refund. If anything, the sole legitimate complaint she may have is that it took us four weeks to process her refund (still within a single credit card billing cycle), which we explained to her would be delayed due to the fact that our billing department was in the process of recovering from a catastrophic accounting software failure.
As a last attempt at reconciliation, we sent a letter to the customer on December 9th, politely asking her to remove the harsh posting at ripoffreport.com, in light of our view on the matter, and with the customer now knowing that we had complied with our mutual agreement for a partial refund. Our letter is included below. The customer's response, also included below, implies that she attempted on numerous occasions to obtain confirmation of progress on her refund during the time when our computer accounting records were being recovered. We have saved and listed below every single communication received by our customer; no such communications were ever received by us. Given our responsiveness to all of her concerns over the previous three months, the customer had entirely no reason to believe that we were simply ignoring her queries, if in fact, such queries were ever actually sent. Given her final refusal to remove the posting, we have been compelled to respond here.
We hope that the discerning buyer will recognize the telltale markings of a customer who couldn't have been satisfied at any level of service, and will come to Admiral Envelope for reliable, personalized service of their custom envelope manufacturing needs. We warmly invite any concerned party to contact us directly regarding this matter so that it can be discussed in a forthcoming manner. We will gladly put you in touch with a few of the many thousands of regular customers who have counted on our reliable services through the fifty plus years we have been in business!
Regards,
Abbott Seligman
President
Admiral Envelope Mfg. Co., Inc.
A sequential, verbatim history of all communications with Ms. Shakira De Pea of Funky Doggie & Co. Greeting Cards follows:
Ms. De Pea first contacted us August 5th of 2009 by email:
Subject: Mini Envelope
Hello!! I have an interest in your mini envelope. Please provide me with your colors and brands of papers. I am looking for white, black and bright blue and pink, Christmas red, Halloween Orange. I am looking for a very nice texture and quality. Please let me if you sale samples.
2 5/8 X 3 5/8, OS, 1" flap
On August 6th, we replied with the following:
Subject: Re: Mini Envelope
How many?
Near the end of the same day, the customer replied:
Subject: Re: Mini Envelope
Thanks for your prompt response. I do not have the total amount at the moment but I believe it would be a minimum of 500 per color or more. I am quoting with different companies and also checking for quality and the texture of the envelope. If I find the colors and the quality that I am looking for my product I would placing orders monthly. Please let me know if you sale samples.
On the following morning, before we had provided a price quote, the customer sent a second request:
Subject: Re: Mini Envelope
please quote 500 each color and 1000 each color
A few hours later the customer sent an additional email:
Subject: Re: Mini Envelope
Waiting for answer...
On August 10th (the two days in between were weekend days), we replied:
Subject: Re: Mini Envelope
Here are the stocks I used on this estimate, you have two options on the colored stocks.
60# Mohawk Brite Hue Semi-Vellum Text in Blue, Ultra Pink, Red & Orange, or
60# Astrobrights Smooth Text in Reentry Red, Orbit Orange, Lunar Blue & Pulsar Pink
Black 60# Astrobrights Smooth Text, Eclipse Black
White 60# Endurance Offset (our 24# house wove)
2-5/8 x 3-5/8 Envelope, Open Side/Side Seam with a 1" flap, Regular Seal Gum
500 or 1,000 each of white, black, bright blue, bright pink, Christmas Red and Halloween Orange
3,000 - $143.55/m
6,000 - $88.85/m
Manufacturing time: 4-5 business days.
Six days later, August 16th, the customer responded:
Subject: Mini Envelope / Baronial Style
Sorry that I did not get back to you soon but I was out of town. I also have purchase some paper catalogs and I was waiting for then to arrive (BRITEHUE MOHAWK, ASTROBRIGHTS AND MOHAWK CARNIVAL).
I really do not understand your quote. Please provide me with prices for:
1 Box of 300 envelopes 2 5/8 x 3 5/8 =US$ ?
1 Box of 500 envelopes 2 5/8 x 3 5/8 =US$ ?
1 Box of 1000 envelopes 2 5/8 x 3 5/8 =US$ ?
1 Box of 3000 envelopes 2 5/8 x 3 5/8 =US$ ?
After checking the paper catalog, the one that I like most regarding texture, quality and colors is the BRITEHUE MOHAWK. The colors that I like are Orange, Red, and Sea Blue (Semi- Vellum 60 Text) and the Eclipse Black ( 60# Astrobrights Smooth Text).... also by any chance do you have the black color in BRITEHUE paper??. About the White do you have the MOHAWK CARNIVAL in Stellar White in 70LB Smooth Text???
I need a few samples if you have them from each color, type of paper -in the size request, please let me know if I have to purchase them. Please send samples at the following address:
Miss, Shakira De Pea
*********************
MIAMI, FL *****
The next day, and before we could respond, the customer sent the following:
Re: Mini Envelope / Baronial Style
I am just waiting for your response regarding my last mail. I believe I would be making business with your company but I need does final details to be cleared up. Please let me know as soon as you can.
On the following day, the customer resent her August 16th email, as we had not yet re-quoted the customer's job with the new quantities, but with a new subject line.
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
[email content same as previous]
On the following morning, August 19th, the customer sent:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Hi, just wondering if you took the moment to send to my address in Miami, the samples following the size requested. Thanks for your help.
On August 28th the customer sent the following:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Sorry that I did not get back to you as soon as I receive the samples. The sample 2 5/8 x 3 5/8 fit perfectly....I love it!......I just want to make sure that you would be mankig the envelopes in Baronial Style ...OR Correspondence Style.... either one style or the other I would be happy.
Also about the white color envelope I really like the COUGAR WHITE #70. About the black color do you think is possible to make them in the ASTROBRIGHTS in ECLIPSE BLACK #60???
I hope you notice in my last mail I decide to use the SEA BLUE semi vellum instead of the Blue semi vellum in the BRITEHUE.
As soon as you provide me with the following info and details....I would place my order....please let me know also how can I pay you.....amex or paypal???
Within minutes, we replied:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Please forward the exact quantity and color stocks you want to order so i can give you an accurate price. Thanks.
Size with pointed flap is 2 5/8 x 3 9/16
The following day, August 29th (a Saturday night), the customer replied:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Regarding the price that you provide me I am planing to request you 6,000 envelope as follow,
- From the 60# Mohawk Brite Hue Semi-Vellum Text
500 Orange
1000 Sea Blue
3000 Red
- From the 60# Astrobrights Smooth Text. I need 500 in Eclipse Black
- From the Cougar White #70. I need 1000.
I would be waiting for your final quote.
On August 31st (Monday), the customer sent:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Hi, Any news ....regarding this final quote....please let me know as soon as you can.
On September 1st, the customer sent:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Hi...still waiting for your answer.......
Minutes later, we responded:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Re-working the quote. We are a little busy. Should be this afternoon. Sorry for the delay.
Minutes later the customer responded:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Thanks for your response....I would be waiting....
The next morning we responded:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-5/8 Envelope
Ok. Same price as quoted [previously]. Thanks for your patience.
On the following morning, September 3rd, we attempted to verify whether she wished to finalize the order:
Subject: [none]
Any further questions?? Have a beautiful holiday weekend.
On September 17th (fourteen days later!), the customer responded:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-9 /16 POINTED FLAP Envelopes PRICE $88.85 PER THOUSAND
Sorry that I did not get back to you soon. I was out of the country. This is my order:
- From the 60 # Mohawk Brite Hue Semi-Vellum Text:
600 Orange
1500 Sea Blue. Please make sure that you choose the correct color. Is different from the one that we quote at the beginning.
1650 Red
- From the 60# Astrobrights Smooth Text:
600 in Eclipse Black
- From the Cougar White #70:
I need 1650.
A total of 6000 envelope 2 5/8 x 3 5/8.
Please let me know how can I pay you....with amex or Paypal??
We promptly responded:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-9 /16 POINTED FLAP Envelopes PRICE $88.85 PER THOUSAND
$88.85 per thousand. Please call with credit card information. Is it shipping to DR?? We have to find out about shipping. Thanks.
The following day, September 18th, the customer responded:
Subject: Mini Envelope / Baronial Style / 2-5/8 x 3-9 /16 POINTED FLAP
Yes, $88.85 per thousand. Shipping is going to be to Miami, Florida .... I would be calling to give you my credit card details tomorrow. Billing and Shipping address is the same and as follow:
Shakira De Pea
*********************
MIAMI, FL *****
Also, I would like to make some changes in my order (please check below). Thanks!
What I need know is the following:
- From the 60 # Mohawk Brite Hue Semi-Vellum Text:
600 Orange
1000 Sea Blue. Please make sure that you choose the correct color. Is different from the one that we quote at the beginning.
1900 Red
- From the 60# Astrobrights Smooth Text:
600 in Eclipse Black
- From the Cougar White #70:
I need 1900
A total of 6000 envelope 2 5/8 x 3 5/8.
On the following day, September 19th (a Saturday), the customer sent:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-9 /16 POINTED FLAP
PLEASE LET ME KNOW ABOUT SHIP OUT DAY, TRACKING NUMBER, AND TOTAL AMOUNT.
On September 21st (Monday) we replied:
Subject: Re: Mini Envelope / Baronial Style / 2-5/8 x 3-9 /16 POINTED FLAP
It will take about a week to manufacture. Will advise. Thanks again.
On September 22nd we wrote:
Subject: Mohawk Brite Hue
One problem on your order. Looks like our vender does not stock the Mohawk Brite Hue in the color Sea Blue. They stock blue but not Sea Blue. The closest color I can find is Astrobrights - Terrestrial Teal. Will this work?? Sorry for the inconvenience.
That night the customer responded:
Subject: Re: Mohawk Brite Hue
I wrote a few times regarding this color and you never reply me back with an answer, and know I have to change to a different color. THIS IS REALLY A PROBLEM FOR ME. I do not like the TERRESTRIAL TEAL.... and I do not like at all the Astrobrights papers, I agree just with the Eclipse Black. I do not like thing to be handler this way, changes like this affect my work. It is important that you let me know from now an on if the colors that I request you would be available. I need a guarantee that my request would be fulfilled. I need to know if you have the following color on the MOHAWK BRITE HUE:
- the green semi vellum 60 text
On September 23rd, we communicated internally with our production department, and forwarded this on to the customer:
Subject: PO AH 31279
Paper vender does have the Brite Hue Green only in 8-1/2 x 11. Looks like they are not going to be carrying that brand anymore thats why theyre running out of parent sheets. I have ordered Green to replace the Sea Blue.
The same evening the customer replied:
Subject: Re: PO AH 31279
Ok...I understand ...I just need to know if your company would be able to .... provide me with the same colors and brand for the near future ....I would be requesting more soon. I need to know about this because in case you can not provide me with the service...I would have to quote with another company. Please remember that at the beginning I explain that I would be placing orders monthly. Let me know about your comments.
That same night, the customer sent an additional email:
Subject: Re: PO AH 31279
Can you provide me with the total amount of the order with shipping charges to Miami, Fl.
The next morning, September 24th, we replied:
Subject: Re: PO AH 31279
Good morning. Ok. Will find out and get back to you which stock will be available in small quantiites. Thanks.
Two hours later we sent the additionally requested information:
Subject: Re: PO AH 31279
Unfortunately our local supplier for Bright Hue is not exactly sure what sheets or cuts sheets he will stock when the parent sheets will be used. They will determine it and come out with a new book and information at that time. The astrobrights are fine for small lots at this time, so lets hope down the road we can accomodate your requests. Thank you again and will email your invoice. Your order will be shipping next week.
28 people marked this review as helpful Helpful -->
Miss, De Pena (Santo Domingo City -
MIAMI,#4Author of original report
Fri, December 11, 2009
I talked my self directly with
the owner of this company Mr. Abbott Seligman every time that I called him his
only response was Yes I know you explained your self quite clear on your
mailsI can do your envelope request no problem
I live overseas and to return
this order it would cost me the same that I pay for or more to shipped back.
I confronted Mr. Seligman on a email and explain him that if he doesnt look
for a happy solution to solve this situation I would be posting my experience,
this way people can be aware of his dishonest behavior.
At the end they agreed that
they would be refunding me the 50% of the amount that I pay for my order but
let me tell you weeks have past and they do not response my mails (I even give
him till a specific day for a final response on my refund or I would be posting
my experience). At the very last moment I do not have any answer
and of course no refund of my money from them. This man and his company
they just lie to people to get first the job and of course to
trap your money. Do not trust this people and company.
Dear Mr. Abbott,
I am sorry to say there is nothing that I can do at the moment. I really
try many many times to solve this situation with you and your company. At
one moment your rep Linda G explain to me that I would be receiving a partial
refund by Nov 10, 2009, at 10:58 AM. After that email, I wrote to her several
times for a few days, regarding the refund process. I NEVER receive an
answer (NOTHING CAME TO MY MAIL FROM YOUR COMPANY). After all that
writing...I just realize that I have loss my money.
I place my report by November 23, 2009 I still did not have any answer from
Linda G our your self by that day. All of you just vanish!
...I believe that is not a correct way to solve any situation...situation or
problems are NOT solve by telepathy...they are solve dealing out front with then and talking or communicating with
the person.
Now you are telling me, a month after....that you try to solve the situation
and suddenly I receive an email from Linda G....regarding that she have refund
my credit card that day by December 7, 2009 11:45:22 AM AST. Also she
explain in that mail that she have some type of problems with her accounting
computer and it is finally straighten out ....Are you trying to pull my leg.
Please do not treat me like a dummy.
I have work with customer service all my life, if you have an issue with your
customer you have to FOLLOW UP....NOT VANISH....If you have a issue with your customer ..you have to explain how is going to be
the refund process ....and NOT VANISH If you have a issue with your customer...you have to handle your self with
INTEGRITY ....and NOT VANISH...
If you want .....take your refund back to you.....and do not bother me again, I
AM JUST TIRE OF THIS SITUATION....I already have to deal with a big problem AND
HEADACHE of dealing with ...6000 ENVELOPES...that you choose your way to
reproduce.
On Dec 9, 2009, at 6:53 PM, Abbott Seligman wrote:
Dear Ms. De Pena:
When fulfilling thousands of orders, especially when
offering custom manufactured products, it is inevitable that an occasional
interaction will fail to conclude to all parties' satisfaction. Who, after all,
has not made a purchase that hasn't matched their highest expectations? While
we make every effort to satisfy all of our customers, and have done so with
many thousands, we consider ourselves to be a more accommodating and responsive
company than most when it comes to addressing projects that have not worked out
to all parties' expectations.
It took you a full month after receiving your order to
determine that you were dissatisfied, during which time you did not indicate to
us in any manner whatsoever that you were not entirely happy with your
purchase. While we frequently responded to your communications within 1-2 days,
it frequently took you 7-14 days to respond to our communications. Despite our
written return policy, and the fact that we worked very hard to meet your ever
changing specifications, we offered to you a full refund on your order, and
then a partial refund when you explained that you'd left the country with the
finished product, and would not be able to return it. Once we had mutually
agreed on a partial refund, it took us less than one credit card billing cycle
to process your refund, and we explained to you that we were experiencing
problems with our accounting system that made it difficult to reopen previously
completed transactions. We feel that we were very patient and understanding in
recognizing your business' needs and limitations while you expected perpetual
perfection from us. Rarely does it require forty-six separate emails to conduct
a single transaction, let alone such a small one monetarily.
While you may imagine our company to be 'thieves' and
'liars', you should note that we had effectively taken a material loss on your
order before we'd even fulfilled it, and took a further loss in offering a
refund to you. Further, you are now well aware that we did honor our promise in
processing your refund. We've noted that regardless of our repeated efforts to
satisfy you, you have left posted a very aggressive accounting of our
interaction on the web site ripoffreport.com. Not only do we feel that your
posting is in bad faith, but we believe, after carefully reviewing our
communications with you, that the statements you've posted are without
verifiable merit, and are slanderous. You can not publicly make the claim that
a company or person is a 'liar' or a 'thief' without having the evidence to
back that claim. This is a far cry from describing your dissatisfaction with an
interaction. We also ask you to bear in mind that making outrageous and
incoherent claims in such a public forum is a double-edged sword; once reading
this posting, your potential customers and vendors will also have the
opportunity to judge whether your company is one that they would want to risk conducting
business with.
We wish to recognize that there was a delay in the
processing of your credit. However, we ask that you can also appreciate that
such things as computer failures do occur, and that unforeseen delays can
occur. Had you called with your concerns, it would have been our pleasure to
discuss them with you, and to settle your worries about being refunded. We
politely request that you consider removing your posting within the next
twenty-four hour period as an act of good faith. We do not want to pursue this
matter further, but we believe that you have disparaged our good name without
justification in a manner unbefitting the situation, and want to provide you
with the opportunity to remove the posting at your own choosing. Should you
wish to discuss this matter, you may contact us directly at our office. Please
be advised that we are not prepared to make any further financial offerings,
but at this point solely seek a civil and polite closing of this matter.
Regards,
Abbott Seligman
President
Admiral Envelope Mfg. Co., Inc.
Miss, De Pena (Santo Domingo City -
MIAMI,#5Author of original report
Fri, December 11, 2009
BE AWARE OF THIS DISHONEST COMPANY AND OWNER:
Admiral Envelope Manufacturing Company, Inc.
214 Sullivan Street, Second Floor
New York, NY 10012
212-473-5060
888-810-6944
BE AWARE OF THIS DISHONEST COMPANY AND OWNER:
Admiral Envelope Manufacturing Company, Inc.
214 Sullivan Street, Second Floor
New York, NY 10012
212-473-5060
888-810-6944