Blink for Home

Mr [redacted] 's order was shipped in two separate packages as it was being fulfilled from two different fulfillment centersThe first package was delivered on November and the [redacted] tracking site shows the second package was delivered on November As we are not the shipper of record, it was difficult to track the package or file a claim with ***They say the package was delivered, however Mr [redacted] never received itWe do not have a direct line to our sales department; however, there is a published phone number to our company and a phone number to our customer service site which would redirect the message to our sales departmentOur company name is [redacted] and this is oftentimes confusing for our customers who are trying to look up a phone number for BlinkWe did issue a full refund to Mr [redacted] 's order in the amount of $on December 1, Best regards, [redacted] SrSales Administrator

This customer purchased his system directly through [redacted] but could not return it because it was outside of the 30-day warrantyHe contacted our customer support department who assisted him with several replies and sent replacement batteries, which did not solve his problemHis emails were not sent to the orders/sales department, therefore we were not aware of the issues he was experiencingIf Mr [redacted] wanted to return his system for a refund, he did not state that in his emailsIn the last email we sent on November 30, 2017, we gave him our phone number and asked him to please call us, the line was available 24/7, but we never heard from himAdditionally, we will need his [redacted] order ID to issue any credit/refund to this orderBest regards, [redacted] Blink by [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Hello, I don't reject the response, everything [redacted] said was accurate But the matter is still not resolved I did leave a voicemail for [redacted] explaining what I received and what was missing I attached a picture of what I received What is missing is the "sync module" As you can see in the picture, the box it was shipped in is shown The cameras fit perfectly in there, and there is no room for anything else Regards, [redacted]

Hello, Thank you for sending in the picture of what you receivedI am sincerely sorry!! I specifically requested three Blink XT cameras and one sync module be shipped to you but apparently the sync was overlooked! We are shipping a sync module to you today Best regards, [redacted] SrSales AdministratorBlink for Home

We have attached a copy of the original order, #***, which was for the following items:Blink XT one-camera system system (includes Blink XT camera and a sync module), $Blink XT acameras, $each, totaling $239.98This is a total of three (3) Blink XT cameras and one (1) sync module - which we shipped from our corporate offices on 6/27/ Total order value: $368.98Shipping charges: $10.00We issued a credit of $37.00, a 10% discount towards product value, and $for shipping, total credit of $47.00I called and left a message for Mr*** to call me back today so that we can review what exactly was received in the shipment. Sincerely,*** ***SrSales AdministratorBlink for Home*** * ***

Mr***'s order was shipped by our fulfillment center on May 5, 2017, via *** Logistics delivery serviceThe tracking service indicated the order was delivered; however, we were asked to wait business days before filing a case with the fulfillment center for the lost packageWe did tell
Mr*** we would send him another system in the meantimeUnfortunately, due to experiencing an inventory shortage, the replacement was not shipped until June We have communicated this information to Mr*** on June 27, to which he replied "Thank you." We have also issued a credit for 10% off the total order amount. Best regards,*** ***SrSales AdministratorBlink for Home

We have reviewed the communications between Mr*** and our customer service department and found all of his emails received a responseIn fact, we have sent the replacement form link on three different occasions but it has not been filled out and submittedWe are now questioning if our
emails to Mr*** are being redirected to a spam folder.Our Director of Customer Service, *** ***, will be contacting Mr*** directly today to discuss the issues.Best regards,*** ***SrSales AdministratorBlink for Home

We sincerely apologize for the shipping errors and the inconvenience to Mr***We have refunded his order in full on June 28, 2017. Kind regards,*** ***SrSales AdministratorBlink for Home

On November 21, I spoke to Mr. [redacted] on the phone and apologized for the error with his order and told him I would issue a prepaid return shipping label, which I did. We would have refunded his order in full upon receipt of the returned equipment but , Mr. [redacted] had already filed a...

chargeback, which we accepted, and his order was refunded in full.  Best regards,[redacted]Sr. Sales AdministratorBlink for Home

Please see the attached documents which include messaging between Mr. [redacted] and our Customer Service department and a screenshot of the return shipment from [redacted]. Each order confirmation has instructions and information on how to contact us via email. We can also be reached directly...

from our website at blinkforhome.com.  We (Blink) experienced a delay of shipments from our fulfillment centers which caused this late delivery of this order. Although we did try to cancel the order, it was already in "SHIPPING" status at the fulfillment center and it could not be cancelled. We apologized to our customer and sent a prepaid return shipping label for them to use to return the system to us. We explained we would issue a full refund upon receipt of the returned system. As you can see from the [redacted] tracking information, the system has not been received at our Andover, MA office yet but it is scheduled for delivery by the end of day on Tuesday, 9/26. Upon receipt of the return system, we will issue a full refund in the amount of $503.98. We are absolutely honoring our 30-day money back guarantee which is stated on our website as follows:30 Day Money Back Guarantee
If you are not completely satisfied with your product purchased from the Blink store, you can return it within 30 days of receipt for a full product refund. The item must be returned in like new condition and the customer is responsible for return shipping.Please let me know if you need any additional information regarding this complaint.Best regards,[redacted]Sr. Sales Administrator

Mr. [redacted]'s order was shipped in two separate packages as it was being fulfilled from two different fulfillment centers. The first package was delivered on November 15 and the [redacted] tracking site shows the second package was delivered on November 20. As we are not the shipper of record, it...

was difficult to track the package or file a claim with [redacted]. They say the package was delivered, however Mr. [redacted] never received it. We do not have a direct line to our sales department; however, there is a published phone number to our company and a phone number to our customer service site which would redirect the message to our sales department. Our company name is [redacted] and this is oftentimes confusing for our customers who are trying to look up a phone number for Blink. We did issue a full refund to Mr. [redacted]'s order in the amount of $215.00 on December 1, 2017.  Best regards,[redacted]Sr. Sales Administrator

The refund was issued; however, it can take several business days for credit card companies to apply the refund back into the account. I have provided two attachments of the refund transactions. The first one is for $129.99, processed on 6/28, and the second one for $10.00, the shipping charges, which was processed on 6/27. If you cannot open the attachments, please let me know and I will be happy to resend it in another format. Best regards,[redacted]Blink for Home

Revdex.com:
I have reviewed the response submitted by the business and have...

determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
As of 9:04 am 6-29-2017 a refund has not yet been given to my credit card.
Regards,
[redacted]

Hello, Thank you for sending in the picture of what you received. I am sincerely sorry!! I specifically requested three Blink XT cameras and one sync module be shipped to you but apparently the sync was overlooked! We are shipping a sync module to you today.  Best regards,[redacted]Sr. Sales AdministratorBlink for Home

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
Hello, I don't reject the response, everything [redacted] said was accurate.  But the matter is still not resolved.  I did leave a voicemail for [redacted] explaining what I received and what was missing.  I attached a picture of what I received.  What is missing is the "sync module".  As you can see in the picture, the box it was shipped in is shown.  The 3 cameras fit perfectly in there, and there is no room for anything else.
Regards,
[redacted]

We did determine the sync module portion of the system could have caused the problem Mr. [redacted] was experiencing and a new replacement sync module was shipped to Mr. [redacted] on 2/27. We emailed him about this replacement letting him know there was a prepaid return shipping...

label included for the sync module he received with the system. He replied to that email 10 minutes later to inform us he was returning the entire system and would return the replacement sync module when he received it. Our 30-day return policy does state the customer is responsible for return shipping charges unless the system is defective, then we will issue a prepaid label. Unfortunately, the prepaid label was never sent to Mr. [redacted] and we sincerely apologize for that. Mr. [redacted] entered a claim amount of $510.00; however, he used a promo code and paid $450.00, plus Kentucky taxes of $27.60 and shipping charges of $10 for a total of $487.60. We received the returned system on 2/28, processed it through Receiving on 3/1 and will be issuing a credit to his account today for $487.60. We will have to issue a payment by check for the additional $10 return shipping charges since we cannot refund an order for more than the amount paid (we do not have access to customers' credit cards). If you need more information regarding this, please feel free to call me at [redacted]. Best regards,[redacted]Sr. Sales AdministratorBlink for Home

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  I really appreciate the discount that was given to me and the fact they finally sent me something.  Today I received the shipment.  Unfortunately, they didn't send me what I ordered.  If they look at my original order and compare it with what they sent me they will see the discrepancy.  If you compare what I paid including the discount, I may have paid the list price for the product they sent me.  At this point I'm still disappointed.  This is just another example of their poor customer service, as they didn't take the time to look at my order and send that.  With what is missing, I can't even use what was sent.
 
Regards,
[redacted]

This customer purchased his system directly through [redacted] but could not return it because it was outside of the 30-day warranty. He contacted our customer support department who assisted him with several replies and sent replacement batteries, which did not solve his problem. His emails were not...

sent to the orders/sales department, therefore we were not aware of the issues he was experiencing. If Mr. [redacted] wanted to return his system for a refund, he did not state that in his emails. In the last email we sent on November 30, 2017, we gave him our phone number and asked him to please call us, the line was available 24/7, but we never heard from him. Additionally, we will need his [redacted] order ID to issue any credit/refund to this order. Best regards,[redacted]Blink by [redacted]

During the release of our new product, we were overwhelmed with thousands of email messages and unfortunately did not get back to Mr. [redacted] in a timely manner. We did follow through with issuing a refund of $10.00 to his account on June 6, 2017. We sincerely apologize for the delay and the...

inconvenience.  Kindest regards,[redacted]Sr. Sales Administrator[redacted] for Home