The customer's order was shipped on 4/and was received damaged by FedEx on 5/ Unfortunately, a small percentage of shipments are damaged in transit The customer was offered a replacement of the item to be shipped at no charge The customer does not wish to have the item replaced Because the customer does not wish to receive a replacement item, the customer may return the item at her expense Shipping and handling charges are not refundable in the event of a return
The customer returned an item without obtaining authorization to do so In accordance with our returns policy, the returns department issued the customer an in-store credit Our return policy is listed on the website, during checkout, and shipped on the packing slip with every order This customer actually returned the packing slip with writing on it The customer called and began yelling at our customer service agent without letting them speak The customer disconnected the call The portion of the return policy that pertains to this situation appears below:"Unauthorized returns or items returned used, damaged, or not in their original condition and packaging may result in a delayed refund, partial refund, in-store credit, or refusal of the returned items."The customer is welcome to use the in-store credit or pass it on to someone else There is nothing further to offer the customer at this time
We do apologize that the customer's package arrived missing pieces We immediately notified the manufacturer of this shortage and began working on the customer's replacements Please note that we do not have parts in stock and were unable to send them directly The manufacturer assured us that parts would be sent to the customer for receipt by 5/ Unfortunately, there was unforeseen delays in shipping With our continued support, the parts were shipped overnight to the customer and is out for delivery today under *** tracking number *** We would also like to note that the customer's listed purchase items and prices are incorrect The customer purchased Heath 18-Room Deluxe Purple Martin House Packages (versus 24) at a purchase price of $each
The customer originally contacted BestNest with concerns that the bluebird house would not work for bluebirds. We did send the customer's photos to the Manufacturer for evaluation and the Manufacturer indicated that the item appeared to be within the scope of reasonable variation. Also,...
the manufacturer indicated that there would not be any issues or restriction with birds using the house. Given that the customer is still unsatisfied with the house and there is a slight variation from the image, we will issue a shipping call tag for the customer to return the item despite the Manufacturer's assurance that the item is within the scope of reasonable variation. BestNest
I never spoke with anyone from the company on 7/9. They were closed and there was NO troubleshooting done. I left a voice message on their machine. I spoke with BestNest on 7/11 and yes I was treated rudely. Again, Im not sure what troubleshooting they are referring too since the first lady I spoke with asked if the pump was submerged, had a cap on, was it lying vertical or horizontal. That's it. I spoke with the actual manufacturer yesterday - Franklin electric ###-###-#### and they were very concerned over my treatment and the level of customer service I DID NOT receive while BestNest is distributing their product. I was informed by "Trish" that a representative will be in contact with BestNest over the shipping charges that I am paying to ship a defective product back to them as well as the lack of customer service. It was rude to ask me why I didn't have a backup pump. It was NOT a suggestion it was more of "well that's your fault"! The manager that I spoke with Zach was condescending. He did not care that my situation may be different from other customers. I called the company right away on 7/9. They were closed. What was I supposed to do? I needed a pump. He also told me yesterday that for a replacement I would need to peel the sticker off the pump and mail the sticker to them and THEN I would receive a replacement. I don't need a replacement. I would have been more than happy with a replacement from BestNest had they been open when I called on Saturday 7/9, unfortunately this was not the case. So instead they tell me too bad and send it back and we will give a refund minus shipping charges that I didn't originally pay since it was free shipping. How do you not charge someone, then take it out of a refund? The manufacturer is pretty upset by this telling me ALL distributors sign a contract, especially regarding customer service. THIS IS NOT THE MANUFACTURERS POLICY regarding returning defective items. I would appreciate a return label so this can get back to them in a timely fashion and we can put this ugly experience behind us.
The customer's order was shipped on 4/30 and was received damaged by FedEx on 5/2. Unfortunately, a small percentage of shipments are damaged in transit. The customer was offered a replacement of the item to be shipped at no charge. The customer does not wish to have the item...
replaced. Because the customer does not wish to receive a replacement item, the customer may return the item at her expense. Shipping and handling charges are not refundable in the event of a return.
I have been in contact with the President of [redacted], the manufacturer of the product in which BestNest carries. It is my assumption that I will be receiving replacement parts hopefully soon. Please close as resolved at this time.
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Company shipped item in nothing to prevent damage, they put a label on the product and were surprised when it arrived damage. Regardless if item was damaged, this was a Christmas gift, I could not gift it with a HUGE hole in the box with parts sticking out. The likelyliness of the product being damaged with high.The company left me no choice but return at MY EXSPENSE to reorder a new product elsewhere not damaged. Additionally they deducted THEIR shipping from my refund, leaving me out $23 for their carelessness. Not only did I respond to all questions and included pictures they stopped responding when it was clear I was angry about being shorted so much bc of their lack of concern when shipping an item. I reordered the product from a different company who not only put the product in a box but placed proper padding in it to insure it arriving safely. This company has the worst customer service I've ever experienced, placing blame on everyone else and taking ZERO responsibility.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Once again, why should I have to pay to return a defective unit you sold me? Then you are also taking out the shipping charges (shipped to me for free) from my refund. Horrible business practice. The manufacturer is aware your business is charging to return defective units and has advised me that is NOT their policy.
The customer placed an order on 3/22 and her order was shipped on 3/23 via the priority mail shipping option as selected by the customer. The order was placed in a priority mail shipping box, weighed, and shipped using a prepaid shipping option with tracking number [redacted]....
The customer contacted BestNest on 3/27 to indicate that the post office required her to pay an additional $10.15 in order to leave the package. The tracking information for the package indicates the following:March 25, 2017, 1:17 pm Delivered, Left with Individual [redacted] It is customary for the post office to update tracking information with the status of "insufficient postage" and return packages to sender in the event of that occurrence. BestNest spoke with the customer's local postmaster regarding the customer contact. The local postmaster informed BestNest on 3/27 that the charges were incurred as a result of the package being forwarded by the customer to an address not typically served by the priority mail shipping service. Had the customer contacted BestNest regarding any complications with delivery, BestNest could have provided a no cost solution to the customer. Unfortunately, as the charges the customer paid were paid directly to the local post office and not to BestNest, we are unable to refund that money.
A warranty replacement could not have been sent to the customer upon first contact as the customer first contacted BestNest on Saturday 7/9. Weekend days are not standard shipping days for [redacted]. On Monday, the 11th, the customer was given the option for obtaining a no charge warranty replacement. The customer decided to return the item rather than receiving the no charge replacement. The return will be accepted as any other return and will be processed upon receipt. Shipping and handling expenses are not included in return refunds. The customer is welcome to process a warranty claim through the manufacturer. The manufacturer may send a warranty replacement (the very thing we first offered the customer). The same two options exist for the customer as did on the 11th; we can replace the item in accordance with the manufacturer warranty policy or the customer may return the item in accordance with our return policy.
Date Sent: 1/13/2017 9:39:09 AMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Company shipped item in nothing to prevent damage, they put a label on the product and were surprised when it arrived damage. Regardless if item was damaged, this was a Christmas gift, I could not gift it with a HUGE hole in the box with parts sticking out. The likelyliness of the product being damaged with high.The company left me no choice but return at MY EXSPENSE to reorder a new product elsewhere not damaged. Additionally they deducted THEIR shipping from my refund, leaving me out $23 for their carelessness. Not only did I respond to all questions and included pictures they stopped responding when it was clear I was angry about being shorted so much bc of their lack of concern when shipping an item. I reordered the product from a different company who not only put the product in a box but placed proper padding in it to insure it arriving safely. This company has the worst customer service I've ever experienced, placing blame on everyone else and taking ZERO responsibility. I received a partial refund, minus their $10 shipping and the shipping they had me pay to return $13. For a $57 purchase, I paid $23 in shipping
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. If you buy a jacket at [redacted]'s and you find a hole in the pocket and you bring it in for an exchange, [redacted]'s will NOT say"Oh, you will have to repair it yourself, but we will send you the correct colored thread."I have used 1800 Pondmaster Pumps for years and they have never required such maintenance and have always lasted well beyond their warranty period. I bought a ready to use pump.I want a ready to use pump.
Thank you and Regards,
[redacted]
The bat house is currently priced at $54.99 with a $15.90 shipping and handling charge by [redacted]. The product's construction has proven to live up to expectations in all but very isolated instances. As with any product made from natural materials, differences in the product's construction and longevity are normal. Despite the item having no warranty, we did agree to offer the customer a resolution in this case as a good faith effort. We did not try to profit from the scenario in any way and offered the customer a replacement item at our cost level of $35 and no shipping charge. Unfortunately, this is the resolution we are able to offer the customer in this instance.
We have included in our response, the exact correspondence between BestNest and the customer regarding this item's condition and return:Our response to the customer's initial claims:"We do apologize that the shipping carrier damaged the packaging in this shipment. Before we can continue the resolution process, please open the package and assess the item's condition. The item may also be returned if you desire. We do accept returns on new, unused items within 30 days. While we do not have a restocking fee, we do not include our shipping and handling costs in return credits. Once we receive an authorized return, we will typically process it within 7 business days. "Customer response:"If you had shipped it with care, not just shipping the product box, this wouldn't have happened. I'm not wasting any more of my time on this. I will send it back and reorder from someone else." The customer did return the item rather than inspect the item itself. The item itself was received by our returns department in factory new, original condition with no shipping damage. The customer's return was processed as a standard return as outlined in our email to her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
First, the item is for sale on their website currently for $54, not $70. Second, at NO time did anyone suggest this product's consruction had/has been improved in any manner so their comments about this being an anomaly are without merit. Third, while I concur there is no warranty, they claim this product can sit outside in the weather when it clearly cannot, thereby rendering its primary function, to attract bats, moot. No bat, bird or self-respecting wasp would take up residence in a box that smelled of cheap stain and bad glue that fell apart in UNDER a year. (I followed THEIR instructions and took it down during the winter months). I'm attaching the photos I shared with them to illustrate the problem. The first set was taken before I took it down and the second after.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. That was very nice they decided to include a single excerpt from our conversation. Unfortunately, this was part of a LONG string of communication , in which I also stated everything appeared to be there but without checking a parts list and assembling I had zero way to telling if it was damaged. Instead they gave me the option of giving a Christmas gift with a huge hole in, unable to tell if it actually worked, or returning it less shipping TO AND FROM. What a choice! Little did I know I would also be responsible for shipping to them at $13. Best Best: when someone pays almost $60 for a product it is your responsibility to make sure it arrives safely. You chose to not put the product in a box, nothing. Not a single thing was done, you literally stuck a label on the product and made me responsible for $23 for your carelessness. Would you want to give a gift like what arrived to me? Absolutely not. Lastly, there were three messages I left them that were completely ignored by this company! They did nothing to insure safe shipping then, even when I told them it appeared fine but couldn't be sure, but could not gift this item any longer they made me pay to ship it back ($13) and deducted their shipping ($10) so I'm at a loss because they cut corners. No customer would be happy with this "resolution". Their lack of empathy on THEIR part is concerning. They still take zero accountability for why this happened in the first place and it's been a huge headache for me, right before Christmas! All they could say was sorry it was damaged by the carrier. BECAUSE YOU DIDNT PROPERLY SHIP IT! Now I'm penalized and out $23, rediculous company and absolutely the worst customer service I've ever received!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The customer returned an item without obtaining authorization to do so. In accordance with our returns policy, the returns department issued the customer an in-store credit. Our return policy is listed on the website, during checkout, and shipped on the packing slip with every...
order. This customer actually returned the packing slip with writing on it. The customer called and began yelling at our customer service agent without letting them speak. The customer disconnected the call. The portion of the return policy that pertains to this situation appears below:"Unauthorized returns or items returned used, damaged, or not in their original condition and packaging may result in a delayed refund, partial refund, in-store credit, or refusal of the returned items."The customer is welcome to use the in-store credit or pass it on to someone else. There is nothing further to offer the customer at this time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am asking for a return shipping label! That is all. My goodness how are you still in business. Stop repeating YOU OFFERED A REPLACEMENT! I do need a replacement now. You were not available on Saturday 7/9 I needed a replacement then. Not 3 days later
The customer's order was shipped on 4/and was received damaged by FedEx on 5/ Unfortunately, a small percentage of shipments are damaged in transit The customer was offered a replacement of the item to be shipped at no charge The customer does not wish to have the item replaced Because the customer does not wish to receive a replacement item, the customer may return the item at her expense Shipping and handling charges are not refundable in the event of a return
The customer returned an item without obtaining authorization to do so In accordance with our returns policy, the returns department issued the customer an in-store credit Our return policy is listed on the website, during checkout, and shipped on the packing slip with every order This customer actually returned the packing slip with writing on it The customer called and began yelling at our customer service agent without letting them speak The customer disconnected the call The portion of the return policy that pertains to this situation appears below:"Unauthorized returns or items returned used, damaged, or not in their original condition and packaging may result in a delayed refund, partial refund, in-store credit, or refusal of the returned items."The customer is welcome to use the in-store credit or pass it on to someone else There is nothing further to offer the customer at this time
We do apologize that the customer's package arrived missing pieces We immediately notified the manufacturer of this shortage and began working on the customer's replacements Please note that we do not have parts in stock and were unable to send them directly The manufacturer assured us that parts would be sent to the customer for receipt by 5/ Unfortunately, there was unforeseen delays in shipping With our continued support, the parts were shipped overnight to the customer and is out for delivery today under *** tracking number *** We would also like to note that the customer's listed purchase items and prices are incorrect The customer purchased Heath 18-Room Deluxe Purple Martin House Packages (versus 24) at a purchase price of $each
The customer originally contacted BestNest with concerns that the bluebird house would not work for bluebirds. We did send the customer's photos to the Manufacturer for evaluation and the Manufacturer indicated that the item appeared to be within the scope of reasonable variation. Also,...
the manufacturer indicated that there would not be any issues or restriction with birds using the house. Given that the customer is still unsatisfied with the house and there is a slight variation from the image, we will issue a shipping call tag for the customer to return the item despite the Manufacturer's assurance that the item is within the scope of reasonable variation. BestNest
I never spoke with anyone from the company on 7/9. They were closed and there was NO troubleshooting done. I left a voice message on their machine. I spoke with BestNest on 7/11 and yes I was treated rudely. Again, Im not sure what troubleshooting they are referring too since the first lady I spoke with asked if the pump was submerged, had a cap on, was it lying vertical or horizontal. That's it. I spoke with the actual manufacturer yesterday - Franklin electric ###-###-#### and they were very concerned over my treatment and the level of customer service I DID NOT receive while BestNest is distributing their product. I was informed by "Trish" that a representative will be in contact with BestNest over the shipping charges that I am paying to ship a defective product back to them as well as the lack of customer service. It was rude to ask me why I didn't have a backup pump. It was NOT a suggestion it was more of "well that's your fault"! The manager that I spoke with Zach was condescending. He did not care that my situation may be different from other customers. I called the company right away on 7/9. They were closed. What was I supposed to do? I needed a pump. He also told me yesterday that for a replacement I would need to peel the sticker off the pump and mail the sticker to them and THEN I would receive a replacement. I don't need a replacement. I would have been more than happy with a replacement from BestNest had they been open when I called on Saturday 7/9, unfortunately this was not the case. So instead they tell me too bad and send it back and we will give a refund minus shipping charges that I didn't originally pay since it was free shipping. How do you not charge someone, then take it out of a refund? The manufacturer is pretty upset by this telling me ALL distributors sign a contract, especially regarding customer service. THIS IS NOT THE MANUFACTURERS POLICY regarding returning defective items. I would appreciate a return label so this can get back to them in a timely fashion and we can put this ugly experience behind us.
The customer's order was shipped on 4/30 and was received damaged by FedEx on 5/2. Unfortunately, a small percentage of shipments are damaged in transit. The customer was offered a replacement of the item to be shipped at no charge. The customer does not wish to have the item...
replaced. Because the customer does not wish to receive a replacement item, the customer may return the item at her expense. Shipping and handling charges are not refundable in the event of a return.
I have been in contact with the President of [redacted], the manufacturer of the product in which BestNest carries. It is my assumption that I will be receiving replacement parts hopefully soon. Please close as resolved at this time.
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Company shipped item in nothing to prevent damage, they put a label on the product and were surprised when it arrived damage. Regardless if item was damaged, this was a Christmas gift, I could not gift it with a HUGE hole in the box with parts sticking out. The likelyliness of the product being damaged with high.The company left me no choice but return at MY EXSPENSE to reorder a new product elsewhere not damaged. Additionally they deducted THEIR shipping from my refund, leaving me out $23 for their carelessness. Not only did I respond to all questions and included pictures they stopped responding when it was clear I was angry about being shorted so much bc of their lack of concern when shipping an item. I reordered the product from a different company who not only put the product in a box but placed proper padding in it to insure it arriving safely. This company has the worst customer service I've ever experienced, placing blame on everyone else and taking ZERO responsibility.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Once again, why should I have to pay to return a defective unit you sold me? Then you are also taking out the shipping charges (shipped to me for free) from my refund. Horrible business practice. The manufacturer is aware your business is charging to return defective units and has advised me that is NOT their policy.
The customer placed an order on 3/22 and her order was shipped on 3/23 via the priority mail shipping option as selected by the customer. The order was placed in a priority mail shipping box, weighed, and shipped using a prepaid shipping option with tracking number [redacted]....
The customer contacted BestNest on 3/27 to indicate that the post office required her to pay an additional $10.15 in order to leave the package. The tracking information for the package indicates the following:March 25, 2017, 1:17 pm Delivered, Left with Individual [redacted] It is customary for the post office to update tracking information with the status of "insufficient postage" and return packages to sender in the event of that occurrence. BestNest spoke with the customer's local postmaster regarding the customer contact. The local postmaster informed BestNest on 3/27 that the charges were incurred as a result of the package being forwarded by the customer to an address not typically served by the priority mail shipping service. Had the customer contacted BestNest regarding any complications with delivery, BestNest could have provided a no cost solution to the customer. Unfortunately, as the charges the customer paid were paid directly to the local post office and not to BestNest, we are unable to refund that money.
A warranty replacement could not have been sent to the customer upon first contact as the customer first contacted BestNest on Saturday 7/9. Weekend days are not standard shipping days for [redacted]. On Monday, the 11th, the customer was given the option for obtaining a no charge warranty replacement. The customer decided to return the item rather than receiving the no charge replacement. The return will be accepted as any other return and will be processed upon receipt. Shipping and handling expenses are not included in return refunds. The customer is welcome to process a warranty claim through the manufacturer. The manufacturer may send a warranty replacement (the very thing we first offered the customer). The same two options exist for the customer as did on the 11th; we can replace the item in accordance with the manufacturer warranty policy or the customer may return the item in accordance with our return policy.
Date Sent: 1/13/2017 9:39:09 AMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Company shipped item in nothing to prevent damage, they put a label on the product and were surprised when it arrived damage. Regardless if item was damaged, this was a Christmas gift, I could not gift it with a HUGE hole in the box with parts sticking out. The likelyliness of the product being damaged with high.The company left me no choice but return at MY EXSPENSE to reorder a new product elsewhere not damaged. Additionally they deducted THEIR shipping from my refund, leaving me out $23 for their carelessness. Not only did I respond to all questions and included pictures they stopped responding when it was clear I was angry about being shorted so much bc of their lack of concern when shipping an item. I reordered the product from a different company who not only put the product in a box but placed proper padding in it to insure it arriving safely. This company has the worst customer service I've ever experienced, placing blame on everyone else and taking ZERO responsibility. I received a partial refund, minus their $10 shipping and the shipping they had me pay to return $13. For a $57 purchase, I paid $23 in shipping
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. If you buy a jacket at [redacted]'s and you find a hole in the pocket and you bring it in for an exchange, [redacted]'s will NOT say"Oh, you will have to repair it yourself, but we will send you the correct colored thread."I have used 1800 Pondmaster Pumps for years and they have never required such maintenance and have always lasted well beyond their warranty period. I bought a ready to use pump.I want a ready to use pump.
Thank you and Regards,
[redacted]
The bat house is currently priced at $54.99 with a $15.90 shipping and handling charge by [redacted]. The product's construction has proven to live up to expectations in all but very isolated instances. As with any product made from natural materials, differences in the product's construction and longevity are normal. Despite the item having no warranty, we did agree to offer the customer a resolution in this case as a good faith effort. We did not try to profit from the scenario in any way and offered the customer a replacement item at our cost level of $35 and no shipping charge. Unfortunately, this is the resolution we are able to offer the customer in this instance.
We have included in our response, the exact correspondence between BestNest and the customer regarding this item's condition and return:Our response to the customer's initial claims:"We do apologize that the shipping carrier damaged the packaging in this shipment. Before we can continue the resolution process, please open the package and assess the item's condition. The item may also be returned if you desire. We do accept returns on new, unused items within 30 days. While we do not have a restocking fee, we do not include our shipping and handling costs in return credits. Once we receive an authorized return, we will typically process it within 7 business days. "Customer response:"If you had shipped it with care, not just shipping the product box, this wouldn't have happened. I'm not wasting any more of my time on this. I will send it back and reorder from someone else." The customer did return the item rather than inspect the item itself. The item itself was received by our returns department in factory new, original condition with no shipping damage. The customer's return was processed as a standard return as outlined in our email to her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
First, the item is for sale on their website currently for $54, not $70. Second, at NO time did anyone suggest this product's consruction had/has been improved in any manner so their comments about this being an anomaly are without merit. Third, while I concur there is no warranty, they claim this product can sit outside in the weather when it clearly cannot, thereby rendering its primary function, to attract bats, moot. No bat, bird or self-respecting wasp would take up residence in a box that smelled of cheap stain and bad glue that fell apart in UNDER a year. (I followed THEIR instructions and took it down during the winter months). I'm attaching the photos I shared with them to illustrate the problem. The first set was taken before I took it down and the second after.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. That was very nice they decided to include a single excerpt from our conversation. Unfortunately, this was part of a LONG string of communication , in which I also stated everything appeared to be there but without checking a parts list and assembling I had zero way to telling if it was damaged. Instead they gave me the option of giving a Christmas gift with a huge hole in, unable to tell if it actually worked, or returning it less shipping TO AND FROM. What a choice! Little did I know I would also be responsible for shipping to them at $13. Best Best: when someone pays almost $60 for a product it is your responsibility to make sure it arrives safely. You chose to not put the product in a box, nothing. Not a single thing was done, you literally stuck a label on the product and made me responsible for $23 for your carelessness. Would you want to give a gift like what arrived to me? Absolutely not. Lastly, there were three messages I left them that were completely ignored by this company! They did nothing to insure safe shipping then, even when I told them it appeared fine but couldn't be sure, but could not gift this item any longer they made me pay to ship it back ($13) and deducted their shipping ($10) so I'm at a loss because they cut corners. No customer would be happy with this "resolution". Their lack of empathy on THEIR part is concerning. They still take zero accountability for why this happened in the first place and it's been a huge headache for me, right before Christmas! All they could say was sorry it was damaged by the carrier. BECAUSE YOU DIDNT PROPERLY SHIP IT! Now I'm penalized and out $23, rediculous company and absolutely the worst customer service I've ever received!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The customer returned an item without obtaining authorization to do so. In accordance with our returns policy, the returns department issued the customer an in-store credit. Our return policy is listed on the website, during checkout, and shipped on the packing slip with every...
order. This customer actually returned the packing slip with writing on it. The customer called and began yelling at our customer service agent without letting them speak. The customer disconnected the call. The portion of the return policy that pertains to this situation appears below:"Unauthorized returns or items returned used, damaged, or not in their original condition and packaging may result in a delayed refund, partial refund, in-store credit, or refusal of the returned items."The customer is welcome to use the in-store credit or pass it on to someone else. There is nothing further to offer the customer at this time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am asking for a return shipping label! That is all. My goodness how are you still in business. Stop repeating YOU OFFERED A REPLACEMENT! I do need a replacement now. You were not available on Saturday 7/9 I needed a replacement then. Not 3 days later