GiftedTouch.comReviews of giftedtouch.com

Response from GiftedTouch.comJan 27, 2023

Order notes: -Giftrdtouch.com shippers a free upgrade to the latest, improved version of the product. -Only one name and address and email was provided by the shopper with their placed order. -Order confirmations are automatically emailed, and was sent to the only email address that the customer provided with their order. We always encourage our customers to reach out by either chat, phone, or email to help receive any support they need. We hadn’t heard from this customer until we received their review. Giftedtouch.com reached out promptly by email as soon as the customer posted their review. (Customer did not provide phone number along with their order) GiftedTouch.com – – helping people who help people. Hi Merrilee, We received your review, and we're saddened to hear that the transaction didnt go well. It's correct that we sent the current version of that product from Earthlite because they no longer carry the version that you ordered. The table warmer you received is an upgrade with higher quality and better features, and it also costs more too. It's the latest version of this product. The reason the product listing was wrong is that the website was just updated and we missed that product. It's definitely our fault. It looks like the fulfillment team sent you the new version because it's an upgrade to the original. (In fact it cost us a lot more, and the transaction cost more to ship than we collected on the sale.) If you'd like to return it please let us know and we can set that up. Regarding your billing feedback, we're not sure we understand exactly what we need to do to help solve this for you but please let us know. Our system sends email order confirmations based on the information that our customers provide to us. If you'd like us to send out an email receipt to a different email address, or to have it resent to the same email with a different bill to party's contact information please reply with this information and we'll do accordingly. Thanks for your order from us. If there's anything else we can do or anything else that needs to be addressed please reply to let us know. Have a great weekend ! Customer Success Team GiftedTouch.com

Response from GiftedTouch.comSep 15, 2020

GiftedTouch.com here was fast to acknowledge that there were operational hiccups in the shadow of some outside factors. (In all fairness, this transaction took place when four fires broke out in all directions from our Northern California office location. These stresses contributed to the acknowledged miss on execution. ) There are many helping hands working hard for you at many stages from sales to support, from procurement, packing, shipping, tracking, to delivery. Executing complex transactions and deliveries can be a challenge. We’re not always 100%. At GiftedTouch.com we care about our customers. We work hard to understand where you are coming from so that we can meet or exceed expectations. We do our level best to either be on the same page, or when that’s not possible, to find the way to get there in the end. This customer was immediately offered proactive solutions that were implemented on the spot. GiftedTouch.com honored the customer’s preference for compensation in lieu of replacement. We started with a generous offer, which was met with a counter for significantly more. We are dedicated to customer success, and we gladly agreed to their specific request. (In this light the review came as a surprise.)

Response from GiftedTouch.comAug 17, 2020

GiftedTouch.com is as passionate about our business as our customers are about theirs! We always appreciate and honor feedback of all types. The customer was advised that shipping delays are beyond our control, and that’s what happened here. GiftedTouch.com actually went beyond the standard ground freight service that we already provide for free to all of our customers. We upgraded to an expedited service to get it there sooner, because the customer had a deadline. The customer was not charged for the upgraded service. Their exam chair was shipped out the same day. Usually it goes out one or two days after the date of the order. The customer was emailed the tracking information on the same day. The shipment was from LA to Miami Beach, with a 3 business day transit time. Freight shipment timing is Not guaranteed. Due to the Coronavirus all carriers are seeing a lot of unforeseen delays. That is what happened in this case. The customer had the tracking info and It shows “Exception. The shipment has been delayed en route to an interim service center.” Due to carrier issues beyond everyone’s control the delivery took place just one business day later than the request date. We do ask for everyone’s patience and understanding in this difficult and challenging times. As always, we advise our clients to make their orders with enough spare time to account for any possible delays so that no-one is feeling too pressured. This delivery did take place 7 business days after the date that the order was placed. It was within the promised range. GiftedTouch.com did everything humanly possible to meet and exceed customer expectations; we are happy to, and we always do. The story has a happy ending, the customer confirmed that the delivery went off without a hitch and they are happy with their product. Thank you

Response from GiftedTouch.comOct 5, 2019

As a company GiftedTouch.com cares deeply about our customers, and their experiences with us. Your success is our success, and we are completely invested in and committed to having great outcomes and maintaining durable and supportive relationships. We did reach out to the customer off-line and the outstanding issues were able to be successfully resolved We're not perfect as people or as a company, but we do aim to execute with 100% success. We dont always get it right at first blush— no-one does. But we do always get it right in the end. As a company, the people at GiftedTouch.com take great pride in our knowledgeability, and customer care. We will always continue to strive to be the best that we can be, and take the best possible care of our customers.

Response from GiftedTouch.comOct 29, 2019

We saw this customer's feedback, and had apologized for the shipping delay that the customer was notified about. Normally we do ship immediately (except where noted) but in this case, we had sold several recently and this had depleted our stock. We do appreciate your patience, and apologize for the delay.

Response from GiftedTouch.comOct 29, 2019

This order was in the hands of our delivery partner UPS, and the tracking showed that the customer's delivery address was not an open business at the time that the initial two delivery attempts were made. We worked with UPS to locate an alternate delivery address for the customer and made sure their order got to them as quickly as possible.

Response from GiftedTouch.comJun 20, 2017

We have literally sold hundreds of the model of table in question in this review. This is the first time that any of them had this issue that the customer mentions. Its is one of our most popular products. Sometimes during shipment the table can be damaged and that can cause the issue they report. However, their report is extremely overstated in the review. The customer sent us videos where we could hear the issue they're referencing. It was not non-stop, but extremely occasional, occurring only at certain points. Also, the volume of the sound was extremely low. Nonetheless, we took the concern from this customer seriously from the beginning, which is other than what is reported above. We sent service technicians out twice to help them. Well before they threatened to charge back their card, so that, again, is inaccurate. We offered to give the customer full value for their table toward an upgrade— And that we would pay for both the shipment of the new table, and the return shipment of the old table— but the customer refused to agree to acknowledge their agreement to our store policies, and then chose not to complete that deal. This made us start to wonder how it was going to go. Then the customer agreed on the phone with us for an even exchange for a replacement with a new table of the same type, but again demanded that we offer more to them than we had agreed to, and then our policies state. It is unfortunate when communication breaks down. We do believe that the customer's account of the history of this situation leaves out significant relevant details. We do not know if we were dealing with Mira, or her employee, at any given time, as they used a variety of email accounts and sent unsigned emails, so we never knew if all of the information we were sending was being communicated in full to the correct person/people. That said, we did our best to handle this responsibly and professionally, and we offered a variety of above and beyond solutions,. Ultimately after the customer insisted that we go outside of what we had verbally offered, they had verbally agreed to , and what our policies state very clearly on our website, and then escalated by threatening legal action (not mentioned in their 'review'), we had to seek legal counsel, and adjust our response to protect our company and its reputation. Not every situation in business, or in life works out perfectly .And we accept that this is true. We don't always get it right at first. We're a company run by humans. Caring humans, but we're people. And we're not perfect. Neither is everything you ever purchase. We know that. And we tried hard to satisfy this customer. When they attempted to change the rules in the middle of the situation that was a red flag for us, that perhaps the solution wouldn't be as easy. We don't always get it right at first, but we do always work our hardest to get it right in the end. We do the best we can do. Our Email Reply to this customer was sent as follows: Mira and Courtney, I understand your eagerness to solve this, and we share that concern with you. I was traveling at the end of last week, and then came down with food poisoning and have been out of commission for a few days. That said, things have gone to a new level with this threat that we've received from you now [to take this to court], and that makes me uncomfortable. The other thing that I'm uncomfortable is the underlying issue that you're making out of the terms of the warranty. This is for two reasons: 1. As per our warranties and policies statement posted on our website, "GIFTEDTOUCH.COM Inc., and the companies whose goods are sold through GiftedTouch.com, reserve the right to repair or replace any item covered by warranty, at the discretion of said vendor(s) and/or GiftedTouch.com Inc." 2. You and I discussed on the phone together two times last week what the warranty would be on a swap-out, versus an upgrade, and that the upgrade to a more expensive table, where your company would just pay the difference in costs between models, and we would cover the shipping in both directions, would come with a new warranty. And that the swap-out of like for like [though a brand new table], would come with the continuation of the original warranty from the original purchase date. This is standard warranty best practices that we see in all warranty policies. Repair or replace at seller's discretion. After acknowledging that distinction with me on the phone, it is my understanding that you are insisting that we provide a new warranty "reset" on our offer to swap out the table that you have. We have never offered this, it's not consistent with our policies, and we're unable to offer that. GiftedTouch.com has acted in good faith to troubleshoot and repair your current table. We sent a technician out two times to fix the problem, and you were unsatisfied with the outcome. I did mention to you that we believe that there are parts we could send out to replace that would solve the problem, but that we'd rather have just swapped the table. Now that you've decided to send back the table, we will accept that offer. We agree that it may be best for us to part ways. You will need to have it crated properly by having put on a 60" pallet , and then palletized with appropriate cartoning and crating. We suggest this company for crating because it has to be done right, and they know what they're doing: https://www.cratersandfreighterstampa.com/request-for-quote/ If you want to let us know when it's ready for pickup , we can arrange the return freight for less than you would be able to. Your refund would follow our standard procedures for refunds of goods with requests to return after the 7 day return period. [specific financial details have been omitted from this public posting for privacy reasons] Please reply to confirm Thank you so much. . Jeff