P &J's Unqiue Gifts Response to Ripoffreport.com

Diane from California has listed us on Rip-off.com as a rip off company with no customer service. We would like to tell you our side of the story.

The following are the emails that we exchanged

-----Original Message-----
From: apps@roadrunner.com
Sent: Tuesday, December 08, 2009 4:35 PM
To: Diane
Subject: Re: Unity Wick Candle

I am really sorry that the poem was not correct. I read it over when it came back from the engraver to check the spelling and thought it sounded very nice. I was even going to ask you if it was copy righted because I really like it and it went perfect with our Unity Wick.
I did not notice that the last line of the poem was missing but thought it looked complete.
If you are not satisfied please return it and I will refund you purchase price. I am just the go between the only part of the order that is mine is the Unity Wick. If you would like to send me a picture I can get you a partial refund if you would like to keep it since the names and date are the most important part for the couple.
As I said when I read it it made since to me so I assumed the entire poem was on it. I do know that it filled the entire glass and the engraver might have made the decision not to put the last line on it becasue it did not fit.
Again I am very sorry that you are not happy with the glass.
Please let me know what you would like to do.
Pam

She responded
From: "Diane
To:apps@roadrunne.com
Sent: Tuesday, December 08, 2009 8:02 PM
Subject: RE: Unity Wick Candle


Hi again. I will try to get a picture of it tomorrow if you could get me that partial refund. I will try to get it fixed locally. It is really beautiful other than the error in the engraving.

I had notified the engraver and they said if she supplied the picture and it was their error they would send a new one over night at their expense.

We did not hear back from her so we emailed her again on December 15th.
From: apps@roadrunner.com
Sent: Tuesday, December 15, 2009 7:07 AM
To: Diane
Subject: Re: Unity Wick Candle

I am still waiting for the picture to send to engraver. i can not issue a refund for the the shipping. I could offer you a $10.00 refund which is the cost of the unity wick and glass that I provide.
I am sorry that the engraver left off the last sentence they did it off your email Pam
She responded
----- Original Message -----
From:Diane
To: apps@roadrunner.com
Sent: Tuesday, December 15, 2009 11:49 AM
Subject: RE: Unity Wick Candle
Pam,
I have attached the photo, but I'm afraid that a $10 refund is not sufficient. This was completely in error and NOT my fault. If they did it off of my e-mail, the last sentence would have been there. Regardless of whether it was THEIR error, or YOURS, I am YOUR customer. You simply cannot tell me "sorry, that's the way it is". I'm sorry but you leave me no option but to escalate my dispute on PayPal into a claim since I spent FAR too much money on an item that was not as I had ordered it.

Diane

Since she had used it at the wedding on December 12th and sent a picture after the wedding we sent the following email
----- Original Message -----
From: apps@roadrunner.com
To: Diane
Sent: Tuesday, December 15, 2009 12:53 PM
Subject: Re: Unity Wick Candle
As stated on our website "These glasses are non refundable" and "Because of the personalization, part of your order is not returnable. If you decide to return it the non-refundable part and S&H will be deducted from your total amount and the difference will be refunded."
You are right you are my customer and I will refund the entire $36.00 if you want to send it back. If you want to keep it I will give you a refund of $18.00. But the S&H is not refundable.
You are welcome to continue your dispute but as it is clearly stated on our website the refund policy I feel that unless you return the glass and unity candle unused Paypal will side you us.
We have never had any disputes with any paypal paying customer and I am sure that will work in our favor also.
Again I am sorry for the problem with the last verse and if you wish to return it we will refund the $36.00.
Pam

I feel that we could not have tried any harder to make this customer happy. As you can see from the emails we always responed to her emails in a timely matter and we offered a partial refund if she kept it or a full refund if she returned it.
Now you have the whole story. We had another customer who ordered a glass and a name was misspelled, the engraver made a new one and sent it to her in time for the wedding and she loved it and called us and thanked us for the quick response and for correcting the problem.
The engraver has assured me that they will stand behind their product. Since he has in the past corrected his mistake and made it right for the customer I am sure it would do so in the future.