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bballjunky24
New member
- Dec 8, 2008
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Ok, soooooo. I'm at my wits end and I need to vent to someone other than my fiance. So I will appologize up front for the long read that I anticipate is ahead of you.
OK, So here goes, lol.
Backstory: About a month and a half ago I received 2 packages from Topps fulfillment service for 2 redemptions I was waiting on. One was an Alex Wimmers Refractor autograph #/500 and the other was a Drew Pomeranz Refractor Auto #/500. I opened the Wimmers only to find exactly what I expected... An Alex Wimmers Refractor auto #/500. Then on to the Pomeranz, I opened the package only to find, this...
Woooohoooooo A topps chrome refractor of Jin Young Lee!!!
So obviously, I was not happy with the mistake. So the next day I called the customer service department at Topps and spoke to a very nice young lady who appologized and told me to send the card back to her at their NYC office and she would fix it. I was happy to do that and I dropped it with a little letter in the mail on July 2nd on my way to the airport for vacation.
The letter is here: (read if you like but it basically says fix the problem and it is silly that this seems to happen so often)
Topps Customer Service
1 Whitehall St.
New York, NY 10004
To Whom It May Concern:
I am writing today to get a mistake on the part of Topps Redemption Fulfillment Company corrected. About a month ago I entered an online redemption code for a 2010 Bowman Draft Picks & Prospects Refractor Autograph of Drew Pomeranz. I received the package that was supposed to be this card about a week ago and inside was the enclosed Jin Young Lee Topps Chrome Refractor card. Please send me the card I was supposed to get as it is insulting to think that I get this base card instead of the card I paid for.
My mailing address is:
XXXXXXXXXXXXX
XXXXXXXXXXXXX
XXXXXXXXXXXXXXX
I would also like to point out that errors like this end up costing consumers like myself both time and money. It may seem minimal but I’ve had to send items back to Topps 7 times in the last year from either missing advertised content or from errors in your redemption process. The total cost monetarily has now surpassed $20 in postage; just so that I (the customer) can do what is required for you (the retailer) to fix your mistakes. On top of that it takes time and effort to sit on hold with your customer service center , write letters like this one and take packages to the post office.
Thank you for fixing this error…
Sincerely,
ME
Fast forward to this Sunday...
I had yet to receive the correct card from Topps and I hadn't heard from them to let me know that it may take a little while. So I figured I would shoot them an email to find out what was up. I attatched a copy of the letter I sent with the card and the scan you see above of the card and the envelope it came in.
Here is the email I sent on Sunday:
To Whom it May Concern:
I am writing to follow up on my communication with your customer service department almost a month ago. I have yet to hear back concerning the attached letter and card that was sent to me instead of the redemption that I was waiting on (2010 Drew Pomeranz BC Draft Refractor Auto #/500). Please read the attached letter as it explains what I am waiting to hear back about and view the attatched scan to see the card that I sent in with the letter. I have a confirmation number (USPS Confirm # 9101785091401120982754 delivered July 5th) for the letter and the card that was sent back to the Topps customer service department and I have yet to hear back or receive the correct card. Please let me know when to expect the correct card?
Thank you for your time...
-Me
Now to today, when I get this response @ 2:03 PM from a CS rep named Mike.
"we will ship this out now. very sorry."
Then about 3 hours later at 5:14 PM I get this response from a CS rep named Joe.
"Mr. bballjunky24,
I have contacted the shipping department and have told me that your order was correctly fulfilled and that you were initially sent a Drew Pomeranz card. The part numbers are different so the system would not allow the card to have been shipped out under the guise of a Drew Pomeranz card. I also contacted the fulfillment center to see if they have received your package and they told me they have not. I apologize.
Regards,
Topps CST"
I pooped a brick... This last response in one sentence said to me. "We think you are lying, there is no way we made a mistake, we never make mistakes". Also, it is apparent that this guy didn't pay attention to anything I sent. I never indicate anywhere that I sent anything to the fulfillment company. The DC I provided shows the NYC zip code of their office.
I just got done writing this back to them:
"Who am I to believe?
Mike, who says that I should expect the pomeranz because it is going in the mail immediately @ 2:03 PM.
OR
Joe's reponse at 5:14 PM. Where he essentially calls me a liar and dismisses the possibility of a mistake on the part of the redemption fulfillment co. In response to that claim and the proof that he thinks he has, I will say this.
First, I never sent anything nor indicated that I sent anything to the fulfillment co. My letter is addressed to the customer service department in NYC on whitehall st.
Second, the delivery confirmation number shows the correct NYC zip code which once again proves that I sent the card to Topps as opposed to the fulfillment co.
Third, his assumption that no mistakes can EVER be made by Topps or their fulfillment co. is laughable. This assumption leads him to the conclusion that I am lying. What a great way to handle a customer complaint! I should implement that in my business as a best practice.
I have done everything that has been asked of me. I sent the card back to the address in NYC as I was instruced by the rep over the phone to do. If this cannot be resolved with the CUSTOMER SERVICE department I will escalate the issue until it reaches someone who doesn't want to consider me as the thief.
Thank you for your great CUSTOMER SERVICE.
Sincerely, "
ME
I find it hard to believe that our dollars are being spent to have a customer service department call us liars. I have never had an experience like this with Topps. I just got through dealing with what I thought was one of the worst experiences with Panini, however, Topps has found a way to top that.
I will update with their response as soon as I get it.
Thanks for letting me vent on here.
OK, So here goes, lol.
Backstory: About a month and a half ago I received 2 packages from Topps fulfillment service for 2 redemptions I was waiting on. One was an Alex Wimmers Refractor autograph #/500 and the other was a Drew Pomeranz Refractor Auto #/500. I opened the Wimmers only to find exactly what I expected... An Alex Wimmers Refractor auto #/500. Then on to the Pomeranz, I opened the package only to find, this...
Woooohoooooo A topps chrome refractor of Jin Young Lee!!!
So obviously, I was not happy with the mistake. So the next day I called the customer service department at Topps and spoke to a very nice young lady who appologized and told me to send the card back to her at their NYC office and she would fix it. I was happy to do that and I dropped it with a little letter in the mail on July 2nd on my way to the airport for vacation.
The letter is here: (read if you like but it basically says fix the problem and it is silly that this seems to happen so often)
Topps Customer Service
1 Whitehall St.
New York, NY 10004
To Whom It May Concern:
I am writing today to get a mistake on the part of Topps Redemption Fulfillment Company corrected. About a month ago I entered an online redemption code for a 2010 Bowman Draft Picks & Prospects Refractor Autograph of Drew Pomeranz. I received the package that was supposed to be this card about a week ago and inside was the enclosed Jin Young Lee Topps Chrome Refractor card. Please send me the card I was supposed to get as it is insulting to think that I get this base card instead of the card I paid for.
My mailing address is:
XXXXXXXXXXXXX
XXXXXXXXXXXXX
XXXXXXXXXXXXXXX
I would also like to point out that errors like this end up costing consumers like myself both time and money. It may seem minimal but I’ve had to send items back to Topps 7 times in the last year from either missing advertised content or from errors in your redemption process. The total cost monetarily has now surpassed $20 in postage; just so that I (the customer) can do what is required for you (the retailer) to fix your mistakes. On top of that it takes time and effort to sit on hold with your customer service center , write letters like this one and take packages to the post office.
Thank you for fixing this error…
Sincerely,
ME
Fast forward to this Sunday...
I had yet to receive the correct card from Topps and I hadn't heard from them to let me know that it may take a little while. So I figured I would shoot them an email to find out what was up. I attatched a copy of the letter I sent with the card and the scan you see above of the card and the envelope it came in.
Here is the email I sent on Sunday:
To Whom it May Concern:
I am writing to follow up on my communication with your customer service department almost a month ago. I have yet to hear back concerning the attached letter and card that was sent to me instead of the redemption that I was waiting on (2010 Drew Pomeranz BC Draft Refractor Auto #/500). Please read the attached letter as it explains what I am waiting to hear back about and view the attatched scan to see the card that I sent in with the letter. I have a confirmation number (USPS Confirm # 9101785091401120982754 delivered July 5th) for the letter and the card that was sent back to the Topps customer service department and I have yet to hear back or receive the correct card. Please let me know when to expect the correct card?
Thank you for your time...
-Me
Now to today, when I get this response @ 2:03 PM from a CS rep named Mike.
"we will ship this out now. very sorry."
Then about 3 hours later at 5:14 PM I get this response from a CS rep named Joe.
"Mr. bballjunky24,
I have contacted the shipping department and have told me that your order was correctly fulfilled and that you were initially sent a Drew Pomeranz card. The part numbers are different so the system would not allow the card to have been shipped out under the guise of a Drew Pomeranz card. I also contacted the fulfillment center to see if they have received your package and they told me they have not. I apologize.
Regards,
Topps CST"
I pooped a brick... This last response in one sentence said to me. "We think you are lying, there is no way we made a mistake, we never make mistakes". Also, it is apparent that this guy didn't pay attention to anything I sent. I never indicate anywhere that I sent anything to the fulfillment company. The DC I provided shows the NYC zip code of their office.
I just got done writing this back to them:
"Who am I to believe?
Mike, who says that I should expect the pomeranz because it is going in the mail immediately @ 2:03 PM.
OR
Joe's reponse at 5:14 PM. Where he essentially calls me a liar and dismisses the possibility of a mistake on the part of the redemption fulfillment co. In response to that claim and the proof that he thinks he has, I will say this.
First, I never sent anything nor indicated that I sent anything to the fulfillment co. My letter is addressed to the customer service department in NYC on whitehall st.
Second, the delivery confirmation number shows the correct NYC zip code which once again proves that I sent the card to Topps as opposed to the fulfillment co.
Third, his assumption that no mistakes can EVER be made by Topps or their fulfillment co. is laughable. This assumption leads him to the conclusion that I am lying. What a great way to handle a customer complaint! I should implement that in my business as a best practice.
I have done everything that has been asked of me. I sent the card back to the address in NYC as I was instruced by the rep over the phone to do. If this cannot be resolved with the CUSTOMER SERVICE department I will escalate the issue until it reaches someone who doesn't want to consider me as the thief.
Thank you for your great CUSTOMER SERVICE.
Sincerely, "
ME
I find it hard to believe that our dollars are being spent to have a customer service department call us liars. I have never had an experience like this with Topps. I just got through dealing with what I thought was one of the worst experiences with Panini, however, Topps has found a way to top that.
I will update with their response as soon as I get it.
Thanks for letting me vent on here.
