This is Matthew at On Q Media, located at the above mentioned location. I want to first start my response to this thread by saying that the comments stated by w84it and MarketReactive are 1000% accurate. These two customers did place orders with us and they did not receive the products they ordered when they were promised they would be delivered. This is due to several reasons. I know an explanation doesn't fix the gross inconsistencies between what was said/sold to the customer and what actually happened.
The reason for this is because of a breakdown in the process. We ran into unforeseen complications in the creation of the ordered numbers. Immediately when this happened we closed and still remained closed with regards to numbers orders as we attempt to correct the issues at a significant cost to us.
At the time of closing our ordering we had 5 customers with orders still outstanding. We were able to partially deliver w84it's order before running into this issue. As it currently stands he has had 30% of his order delivered.
In order to further demonstrate how and why the breakdown occurred, I have reached out to each and every one of these customers with outstanding orders and spoke to them personally via skype video chat and described to them how the numbers are created. Upon doing so it became clearer to them why there was a problem to begin with. The only customer I have been unable to reach successfully to speak with is MarketReactive... to whom we owe product to. If your are out there monitoring this thread, please allow us to speak with you and resolve your order.
It has been difficult over the past several weeks to give any type of definitive answers with regards to their orders, as we are operating in uncharted territories. I have chosen this opportunity now though to address this problem because I finally feel we have an adequate solution and answer to the problem.
As always intended, these customers will receive 100% of what they ordered no matter what, and we WILL NOT (and have not) accept ANY new orders until they do. If you check out our website and ordering is open again on numbers you can be 100% certain these people received their product as we will not re-open it a moment sooner. Many people can probably vouch for the fact that I have turned them away from ordering until we resolve the issue. Unlike some other sellers who continue to take money.
As I write this entry we are working with a new combination of our old method and a new method in order to find a suitable way be able to deliver the high volume demand that exists. We have begun to fulfill these long outstanding orders for these clients.
I speak for Everyone who works at On Q Media when I say that we take our reputation seriously. We believe in fair business and would never even consider ripping anyone off for their hard earned money. In business though sometimes things happen that can be out of your control and can cause delays. This particular delay has become rather long and even some would say a little ridiculous. We would have to agree with these people. I can admit that I'm honestly a bit embarrassed to have these issues arise. We failed to deliver on the terms we set forth to the buyer. We intend to not only meet those terms but exceed them before the dust settles on this. These customers will receive special concessions from us. We hope that in time they can again place their trust in us and continue to do business with us, though we understand completely if they do not.
As always anyone with any questions what so ever can call me directly toll free at (866) 575-8440 x 6154
As these numbers are delivered over the coming days/weeks (time frame still uncertain as the new process hasn't been done yet on a very large scale) We will encourage these customers to re-visit this thread and update the community. I will even go as far to say, NO ONE SHOULD ORDER NUMBERS WITH US UNTIL ONE OF THEM UPDATES THIS THREAD! Is that fair? I'll put an embargo on my own company until the customers feel the need to update this thread with new, more reassuring, information.
We kindly ask that the forum moderators leave this response up, in order to fairly represent us. I know they have a habit of removing lengthy posts like this.
-Matthew Ruderman
Principal Owner
On Q Media
