Euroflex Americas

The issue with [redacted] has been resolved: we send her a refund check as well as a replacement vacuum cleaner.SincerelyStojan D [redacted] PresidentEuroflex Americas

RevDex.com:At this time, I have not been contacted by Euroflex Americas regarding complaint ID [redacted] .Sincerely, [redacted]

The issue with [redacted] has been resolved: we send her a refund check as well as a replacement vacuum cleaner.SincerelyStojan D[redacted]PresidentEuroflex Americas

Revdex.com:At this time, I have not been contacted by Euroflex Americas regarding complaint ID [redacted].Sincerely,[redacted]

Review: In August of this year I contacted Euroflex Americas customer service department and spoke with a "Martin " about how the dust cup release button fell off my vacuum. Martin stated to me that I would need to fax him a picture of the product problem as well as my bill of sale from QVC and a letter with my contact information and warranty card. I never heard back from anyone so again in august I called to followup again and spoke to Martin a second time who asked me to refax the information to him and then started that I would have to send in the vacuum to get a replacement, as euroflex is aware of this button problem, but wait to hear from them first before sending it. I never heard back again. I called in September and spoke to someone who at first could not find my fax information that I already sent twice before, asked for my phone number and called me back 20 minutes later to tell me he found my fax and would start the process of replacing the vacuum, but I didnt need to send it in and someone would be contacting me . I called back two times in october and got an answering machine asking to leave my contact information which I did but never heard back. Then I called again in November and spoke with a " Steven " and explained the whole problem again, and he said I didnt need to send anything in as "euroflex" has identified this as a problem and I can order the replacement button , but it comes as a package deal with the "dust cup"and it would be $14.95. I told him I didnt need the "dust cup " only the release button and asked several times that if I spend the $14.95 will I for sure get the piece that I need with that, he stated yes several times, so I gave him my credit card information and when it came to my house it did not come with the release button, only the cup which is what I did not need. I was upset and called them back on November [redacted] and talked to a "Eric " and asked to speak with a manager who I was told left early that day, but he would email them about everything that has happened and request I get my money back for the item I did not need and would request I get a replacement vacuum for all the problems I have had getting this resolved. He said they would call me back with a resolution. I again never heard back from anyone. I called again the day before Thanksgiving to get an update and I think I spoke with Eric again but not sure, but was asked for all the same information again , when I asked for a manager I was told they left early for the holiday "to be with their family " but he would send an email requesting again for my $14.95 back and a replacement for all my time and trouble and he would make sure I get a phone call back from a manger on the Monday after the holiday. I again did not get any response. I called two more time the week after thanksgiving and only got the answering machine , left a message both times and no one ever called back again.On December [redacted] I called and spoke with a "Thomas" , who told me they had problems with their server and that is why it went to their voicemail and again he asked if I had faxed over the information and when I explained the whole thing over again and how upset I am as this has been going on since August with no resolution and no manager has ever called me back and how each time I tell everyone that I am getting close to the year time frame and want to make sure this is resolved before Dec **. He again told me that he would send an email to his manager and request the same things again, but I could not speak with anyone else as the manager left for the day, but he would make sure they call me back. I told him I was very upset as how this is still not resolved and upset that I paid $14.95 for something I did not need and no one calls you back. He said he will make sure his manager calls me at the number I gave him and will start the process to get a refund and also a replacement vacuum. I asked him how long before I get the refund and the replacement as I was told I would get one several times and he said he has to email the request to his managers but he is not sure how long it would take. On Dec [redacted] Thomas did call me back and said he needed to confirm my address for the request for a refund of the dust cup . I asked about the replacement vacuum and he said they need to process the refund for the dust cup first . I called back on Dec [redacted] for an update and spoke to Thomas again and he said that they were still processing the refund for the dust cup and did not know when I would be getting that,maybe two weeks, but now they are not sure when I would get a replacement Vacuum sent out to me as with the holiday there are alot of people ordering vacuums and multiple vacuums so they would need to reach out to the manufacturer to see about getting a replacement vacuum , but they need a tracking number before they can continue, and he is not sure how long that would take. I am very concerned that I am getting the run around yet again as this is what I have been told several times in the past with no phone calls back or resolution.Desired Settlement: I would like to get a replacement vacuum as promised by Thomas and Eric, and also a refund of the dust cup that I did not need but was told I had to buy to get the release button. I am very willing to send the dust cup and the problem vacuum back to them if needed, all I would need is a prepaid label to send them back.

Business

Response:

The issue with [redacted] has been resolved: we send her a refund check as well as a replacement vacuum cleaner.Sincerely

Review: According to the instruction manual provided with the Euroflex Monster steam cleaner you cannot return product without contacting Euroflex for a return authorization. After e mails and phone calls they would not contact me so I went through QVC where I purchased. Euroflex did call me in a couple of days. I told them my steamer was out of warranty but would like to send in for repair. I was told that it could not be repaired but would I be satisfied with a replacement. Of course I said yes and was very pleased with the response. That was over 3 weeks ago. I have left two messages and no return call. I have received no replacement.

Business

Response:

I have called [redacted].

I am in touch with the customer (by email and telephone) and I am trying to send her a new product (SC50). It’s been a while that the production of this product has been suspended. I asked to our warehouse if we still have few pieces left. As soon as they get back to me, I will get back to [redacted].

Please do not hesitate to contact me if you need further information

Thanks,

All the best,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I heard from Euroflex last week and [redacted] said she would be in touch with me this week. I have not heard from her. According to what she has told you in her response to you, they are going to replace the steamer. I will not feel that the complaint has been resolved until I receive the steamer as they have been telling me this for many weeks. I do feel that she sounded sincere and hopefully they will follow through. Thank you for your help in trying to resolve this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

*

Business

Response:

To whom it may concern,

According with UPS tracking#[redacted], [redacted] received the steamer.

All the best,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,