How To Remove Right Stuf Anime Account

01/21/2020

Rightstuf cancelled our order. I called the day i was notified to observe out why the gild was cancelled. They would not award original price. We placed an lodge with Rightstuf a couple weeks ago, and today received an e-mail stating the order had been cancelled. I called them today to find out why the order had been cancelled and was told that Rightstuf had sent us an email on Jan.15/20 that needed verification. (This e-mail did not have any identifiers that information technology was from Rightstuf then it was not opened as we thought it to exist spam). Then, I replaced the order for my son (who by the fashion is special needs) again, but this time over the phone and they would not accolade the sale prices on the original order. Seems very convenient to abolish an guild on you to so jack the price. When I asked to speak with the supervisor, the customer service amanuensis i was speaking to became annoyed and got snitty with me. convienently the supervisor was not bachelor. In all the years i have been shopping online, never ever accept I had to verify a purchase after I accept left that website.

Concern Response

03/25/2020

Business concern Response /* (1000, 5, 2020/01/28) */ The client placed an order with us on December 26th. The order as ready to ship on January 15th, but our payment processing system indicated further verification was required to proceed. Nosotros emailed the customer on January 15th to request further verification. In the email, information technology states you accept 2 business organization days to follow up or our system volition cancel your guild. It goes on to say if the system cancels the lodge, the promotional prices volition NOT be extended when replacing the gild. The client was given until January 20th (nosotros allowed extra fourth dimension for them to contact us as we knew once canceled the promo prices would not exist available anymore) and we still did not receive a response from the customer, even though they confirmed the electronic mail was received. The card the customer used on the order had a different name than the billing and shipping address on the order. In an try to protect our customers from potential fraud, nosotros accept to investigate inconsistencies such every bit this. When we do non receive a response in the allotted time frame, we have to take the necessary steps to preclude potential fraud. Nosotros informed the client he was able to replace the society, which he did, merely we could not offering the sales prices whatever longer as they were no longer listed on our site due to the promotion ending. We list information about our policies and procedures on our site, open to all of our customers. I have attached a screenshot of the note on our site to make our customers aware of our policies and procedures in regards to order verification. Nosotros recommend all customers read our FAQs and the helpful info on our site and so they are fully aware of our policies before ordering. Customers always take the option to phone call us during our business hours if they experience they need further clarification. Unfortunately, we are unable to award the sales pricing at this point, as stated in the email the customer originally received. In add-on, our verification process will continue as we find it necessary to protect our customers and ourselves as a Company from potential fraud. The information about our policies and procedures can be plant at the following links on our site: https://www.rightstufanime.com/ordering-and-payment https://world wide web.rightstufanime.com/shipping https://www.rightstufanime.com/returnauthorization https://www.rightstufanime.com/faq https://world wide web.rightstufanime.com/terms-of-use https://world wide web.rightstufanime.com/privacy-policy Please let us know if you need whatsoever further information. Regards, ****** Thousand. Consumer Response /* (3000, 7, 2020/01/29) */ (The consumer indicated he/she DID NOT have the response from the business.) The company states that the original club was placed on December.26 and the they sent an email 20 days subsequently Jan. 15. A twenty day gap is unacceptable in contacting united states of america. The visitor had all of the information to procedure the social club on the credit card. The company was given my proper name, card number, expiry date, and CCV number. The company states that they gave us 5 extra days to contact them in society to non accept the gild cancelled. This was never conveyed to us. In fact (certificate attached) you will note that we did in fact contact them on Jan.xx (this is within the 5 days they say they gave u.s.a.). Company states that the the society had a different name on the billing and shipping address. The only thing that was different was the get-go name. the final name and the addresses are all the same. Regardless, this is non a reason to cancel the order. Companies tin write all the policies they want, policies are a guideline, they are a fluid document and policies are, and can be changed at any fourth dimension. This policy they accept is unreasonable. The original email they sent with the 2 day alarm was non fifty-fifty opened past us because at that place was nothing identifying it every bit existence from rightstuf or most our order in the minor view before opening the email. They say that customers have the pick to call. I did call, and to this day take not received a telephone call dorsum as requested. Co-ordinate to the companies response to the BBB, I did meet the timeline set out by them with the extension they say the gave. Rightstuf, practise not hibernate behind seriously flawed policies. When is it ever adequate to have a 20 day delay in hearing from a visitor to verify info that they already take for the credit card, when this is about the time frame we where expecting to receive the gild. Do what is right and refund the special needs child their money. Business Response /* (4000, 9, 2020/02/07) */ While the customer's society was placed on December 26th, our system did not alert us that further verification was required until January 15th. This is because the order was not ready to process until January 15th due to out of stock items. Once the items were in stock, our organization attempted to procedure the order just stopped to crave further verification equally the name on the carte du jour did not match the name on the billing or aircraft address. This is viewed as concerning as we make every effort to prevent fraud and different names on the addresses and credit card information are cherry flags when in that location is no explanation provided as to why. The e-mail sent to the customer, the 1 he stated he did receive, informed him that the gild would be canceled in two business days. Due to holiday pricing being on the orders, nosotros immune a petty extra time for a response to be received. On January 20th the lodge was canceled as we did not receive a response. The customer did not contact us until he received the second email which was the guild cancellation electronic mail. This bulletin was sent at 11:15 AM CST and the customer chosen us at 4:44 PM CST. At this point, the order was already canceled and so the simply option remaining was to replace the club at the pricing listed on our site. Even though the final name on the billing and shipping address was the aforementioned as the concluding proper noun on the card, the first names were different. We cannot assume the cardholder is blessing the purchase without speaking to them as we have had issues with children using parent's cards without permission, and spouses that are having domestic disputes accept used each others cards without permission. This usually results in bug for the states as a Visitor and for the cardholder, so once again, nosotros brand every endeavor to foreclose this. While policies tin exist changed, and exceptions can sometimes be fabricated, this is not the case when it comes to fraud as this is something we take very seriously. The email requesting further verification has our company name in the render email accost, and the customer's order number is listed right after the kickoff ten words within the email. While the customer did call u.s., they proceeded to file a BBB complaint earlier nosotros could respond. The customer did call in the twenty-four hours the order was canceled, only because they did not call until after it was canceled, there was no option left but to replace the lodge at the electric current prices on our site. Every bit I have stated previously, we take fraud very seriously. In the online retail business, y'all practice not see your customers face to face up, therefore we tin never be too careful. Nosotros take these steps to protect our customers, not to inconvenience them. If the customer does non agree with u.s. attempting to protect them from potentially fraudulent transactions, there is non much we are able to do and we will not proceed with a transaction without proper verification. The customer did supercede the society at the electric current prices on our site every bit of January 20th. While we can appreciate his frustration, we encourage him and any other customers that choose to gild with us to read through the policies and procedures on our site to avoid confusion. We would request that this BBB dispute be airtight as I feel we accept provided all of the data needed to assistance the customer empathise what took place with his original social club.

Source: https://www.bbb.org/us/ia/grimes/profile/catalog-shopping/the-right-stuf-inc-0664-5005457/complaints

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