Elliptigo

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The response partially addresses my concerns, but other matters remain unresolved Regards, [redacted] ***

Thank you for providing us the opportunity to respond to this complaintThis is the first complaint we have received through the Revdex.com (or any other organization like this) since ElliptiGO was founded in 2008, so it is good to know that both sides get to present their perspective on what happenedWe
understand that everyone has a right to complain to the Revdex.com about any business and that the Revdex.com doesn’t evaluate the merits of the complaint before posting them on their websiteWe understand that evaluating the legitimacy of a complaint is left to the public who view the Revdex.com site, which is why providing an opportunity to reply is so critical.Over the past years we have sold more than 20,ElliptiGOsWe offer an unconditional satisfaction guarantee to anyone who purchases a product from ElliptiGO, IncThat guarantee enables the purchaser to return the product for any reason (or no reason at all) within days of purchase to receive a refund of the full amount paid for the product, including tax and any shipping costsWe do not charge a “restocking fee” or any other kind of fee as part of this processHowever, there are two requirements that underlie this guaranteeFirst, the customer must physically get the product back to usThis is usually accomplished by shipping it via UPS or FedEx or by delivering it in person to us at our California headquartersSecond, the product must not have been subjected to an unacceptable amount of damage while with the customerwear from use is fine, but if they smashed it with a sledgehammer, we aren’t going to refund all of their moneyWe instituted this liberal return policy that requires the customer to get the bike back to us in order to enable anyone who wants to try our product to be able to do that while, at the same time, trying to dissuade people who aren’t interested in purchasing a bike from “taking advantage” of the policy to enjoy one for free for a monthIt costs about $to ship a bike and we knew that if we refunded both outbound shipping and return shipping, then the policy could be easily abused, would be expensive to maintain, and it would be very hard for us to prevent that abuse from happeningWe have handled thousands of transactions through our website at *** with this return policy in place and have had very few complaints or issues with the policyIn general, our customers understand the philosophy behind the return policy and are willing to take the risk of absorbing the cost and hassle of returning the bike if they don’t like it in exchange for being able to test out the product for a month before committing to the full purchase.Because of the volume of shipping we do with FedEx, we get better shipping rates on our particular bike boxes than most consumers would be able to getAs a courtesy to our customers, if they want to return a bike to us, then we offer to let them ship the bike back using our FedEx accountIf they take advantage of that option, then we charge them $That is the same amount we charge the customer for outbound shippingElecting to use this service is purely voluntary on the part of the customer and, as discussed above, some choose to use it and others prefer to use a different method to get the bike back to usOur goal in offering this option is to make the process as painless for the customer as possible.This customer who filed this complaint is a lawyer who bought an ElliptiGO 3C through our website on Saturday, June 24 *** *** *** *** ** *** *** ** ***
th, On Sunday, June 25th he emailed us a request to allow the bike to be delivered without requiring a signatureOn Monday, June 26th, we instructed FedEx to enable that to happen and we shipped the bike to the address provided by the customer that same day, Monday, June 26thAs indicated in our shipping policy, we ship bikes via FedEx group unless the customer instructs us otherwiseWhen shipping FedEx ground, as was the case here, we cannot and do not guarantee delivery dates or timesAt no time did anyone from ElliptiGO guarantee a delivery dateThere was no delivery date guarantee provided by ElliptiGO during the checkout processThere was no delivery date guarantee provided by ElliptiGO subsequent to the purchaseNo assurances were ever made to this customer by ElliptiGO as to the specific day or time this order would be delivered.On Friday, June 30th, the customer instructed us to cancel the orderAccording to the customer, at that time FedEx estimated a delivery date of Saturday, July 1stAccording to the customer, that was an inconvenient delivery dateAs the CEO, I got involved personally and called the customer to discuss the issueHe did not answer so I left a voicemail asking him to call backHe replied via email and reiterated his positionI then informed the customer that it was fine to return the bike, but that he would be responsible for getting the bike back to us as per our return policyHe instructed me that this was ElliptiGO’s mistake, we were responsible for getting the bike returned, and that he was entitled to have his card fully refunded before we received the bikeI disagreed and asked him to let me know what mistake we had madeHe then threatened to sue us and report us to the Revdex.com and the California Attorney General’s officeAlthough I am unaware of a lawsuit at this time, he made good on his promise to file this complaint and a complaint with the California Attorney General’s officeThe bike has since been returned to us and we have refunded the customer all of his money.Again, this is the first complaint we have received in more than yearsDuring that time we have sold more than 20,bikes to customers around the worldIf anyone is concerned about the kind of company we are and how we do business, I would be happy to answer any questions they have personallyI can be reached at b@elliptigo.com.Sincerely,*** ***CEOElliptiGO, Inc

This has been a very disappointing experience for us at ElliptiGOWe made no promises, guarantees or other assurances to this customer regarding when his bike would be deliveredMoreover, we refunded the customer in full several weeks agoEverything he paid to us was refunded to him well before he submitted this rebuttal to our responseWe understand that everyone is entitled to file complaints, but it seems like there should be some kind of vetting process by the Revdex.com to, at a minimum, confirm that the person who is complaining is telling the truth and has some basis to complainFor the sake of small businesses everywhere who can be hurt by these kinds of complaints, I hope that you consider improving your process in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response partially addresses my concerns, but other matters remain unresolved.
Regards,
[redacted]