123 Security Products

[redacted],Here are the facts:1. Product ordered:  60-924-RF-TS-N - [redacted] XT Talking Touchscreen, White, WITHOUT Power Supply2. Product received: 60-924-RF-TS-N - [redacted] XT Talking Touchscreen, White, WITHOUT Power Supply3. Product required: 60-924-RF-TS     - [redacted] XT Talking Touchscreen, White, WITH Power SupplyOur product detail pages are consistent with the information above which is taken directly from the [redacted] price list and/or website.  We are more than happy to issue a full and prompt refund, or work with you to source a power supply unit. Return shipping is the sole responsibility of the customer, unless the product is defective (DOA) or was shipped in error, in which case we will supply a prepaid return shipping label. Please consult our 30-Day Return Policy for further details:http://help.123securityproducts.com/entries/24528377-returns---refundsWe believe this to be a just and fair return policy.Respectfully,[redacted]123Security###-###-####

We emailed the customer along with this receipt when the item became sold out.A full refund was issued on May**, 2016.  I will attach a receipt for the Revdex.com records. I do  not know why this complaint was issued?

Revdex.com:
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:

Reviewed both "What's included" as directed by [redacted] and on neither does it show comes w/ a power supply.  Upon follow up call w/ [redacted], she again reiterated over and over the -TS DOES NOT come w/ a PS which is totally false and was confirmed by vendor.  Feel free to review w/ your staff but she is obviously not appropriately trained on the products you sell.  Only deep in the attached documentation does it show the TS-N does not come w/ the power supply.  Nothing on your site shows these 2 models to be different and confirmed incorrectly by [redacted].  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],We regret your dissatisfaction with your recent order.Here are the facts as we see them:[redacted] / [redacted] Compatible - operates with most cellular providers worldwide...Comes with cellphone and 1 Year / $100 cellular service...

included."The manufacturer, [redacted], determines which SIM card is included, not 123SecurityProducts.com . This is beyond our control, which is why we provided Return Authorization.Unfortunately, the product was received in used condition per the attached image(s).30-Day Return Policy: [redacted]Respectfully,[redacted]

The email sent was a phishing email that impersonated our company 123 Security Products.com.There was no connection between this email and 123 Security Products at all. It was sent to hundreds of people that are NOT our customers and never have been.It should be deleted after reported to the company...

IT of such companies receiving such emails.Once again this email if traced will be from an email provider not the [redacted]m domain.This individual is believing the lie of the phishing email. We are also a victim.

Vinnie my rep made promises he never kept. I ordered a system and he promised the order would ship the next day. What he failed to tell me was the cameras were out of stock and would need to be shipped from CA to NY and then they would ship the cameras to me. Vinnie knew I needed the SYSTEM quickly and lied to me about the status. Over two weeks later I am still waiting for the cameras to arrive. I have canceled two installs costing me more than $200. STAY AWAY from this company

Review: I ordered a Sony SNC-RS86N Camera for $1654.00 on March *, 2013. I was given notice that the item is on backorder and should be in within 2-3 weeks. No problem. After emailing them about once every 2 months, I was always told it was not in stock. However, the camera was always listed for sale on their website from the day I "purchased" it till the present. After 11 months I gave up and figured they would not sell me the camera. I asked for a refund from [redacted], she was the person I had been talking to for the 11 months. I asked if they needed my cc# again and she said yes. They do not have a record for my account so she asked me for the info again. I sent it to her. A few days later she responded and said that since it's been so long, a refund check will be mailed from their main office. I said okay. I hadn't received anything in about 10 days so I sent [redacted] an email inquiring about the status. No response. I tried two more times within a week and she has not responded. I have all the emails and there was never a time when I was rude and unprofessional. However, I have finally run out of patience. This is the summary: [redacted] lists the Sony SNC-RS86N for $1654 on their website. I order it and pay for it. Within a couple days they tell me it's not in stock. I told them I will wait, no problem. After 11 months of being told the same thing, I asked for a refund on around Feb. **, 2014. So far, I have received nothing. I emailed [redacted] at least 3 times since that day and she has failed to respond.Desired Settlement: I would like a full refund plus an additional 20%. That 20% is for: interest they earned off of my payment, the headaches and hassle I was put through for absolutely no reason, and as a fine for them. This was not great customer service or even decent service. This type of transaction is what makes a lot of people uneasy about buying things online. This is one purchase I seriously wish I never made.

Business

Response:

[redacted],

[redacted] ordered a refurbished ("B-Stock") SONY Network Security Camera that was out of stock with no ETA from the manufacturer. We regret the customer's dissatisfaction, however these matters are out of 123 Security Products' direct and immediate control. At anytime during the transaction, [redacted] could have requested a full refund, store credit or replacement/upgrade. Instead, he chose to wait out the backorder and we honored his wishes. Admittedly, we did run into a temporary issue when attempting to refund the credit card due to the timeframe. We are pleased to report that the full purchase price has been refunded to the customer's credit card. This refund was issued prior to March **, 2014. Regarding restitution fees, federal law prohibits merchants from depositing customer funds into anything other than a business or corporate checking account. Only after a transaction is marked complete (e.g. shipped) can the merchant legally transfer funds to an investment account. We appreciate the customer's patronage and continued patience. Again, a refund has been issued prior to this complaint.

Respectfully,

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:

I ordered a "new" camera, NOT a refurbished one. I even have an email from [redacted] who I believe is the **, asking if I'd rather have that. I said "no". If 123 would review my invoice, there is no mention of it being refurbished. In fact, I just looked at their website and they still have both listed. The refurbished one clearly states its refurbished and I know what I ordered. Also, I've checked my credit cards online and see no sign of a credit or pending credit. I've also included a copy of that invoice. As far as offering me something else, I was asked once if I wanted the refurbished camera, and that's it. I fail to see how they tried to work with me other than holding my payment for over a year. Thank you.Sincerely,

Business

Response:

Please see attached refund confirmation. Thank you!

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.

I was looking for the refund on a different card. They did it correctly. Thank you.

Review: My initial order was for a cellular auto dial using [redacted] service. Web site states can use [redacted] or [redacted]. Ordered product - received with [redacted] cell phone. Called to complain, was told "WE" can purchase the [redacted] service. Did not want that and asked to return product. They provided a shipping label for return. Original box was not usable. It was shipped in another box. I received it back with no explanation. Called to talk with Karen, company owner. She would not take it without original packaging otherwise 25% restocking fee. We agreed to a 15% restocking fee and I would send back again at my cost. It was again returned to me with no explanation. Called again. Now refusing to take my calls.Desired Settlement: I am willing to work out some deal. I don't need this unit any longer as I found another replacement from someone that's willing to work with me.

Business

Response:

Dear [redacted],We regret your dissatisfaction with your recent order.Here are the facts as we see them:[redacted] / [redacted] Compatible - operates with most cellular providers worldwide...Comes with cellphone and 1 Year / $100 cellular service included."The manufacturer, [redacted], determines which SIM card is included, not 123SecurityProducts.com . This is beyond our control, which is why we provided Return Authorization.Unfortunately, the product was received in used condition per the attached image(s).30-Day Return Policy: [redacted]Respectfully,[redacted]

Review: 123Security falsifies their product offerings for 2 similarly SKU'd products, 1 w/ a power supply and 1 w/o. Nothing on their website indicates that the SKU w/o the PS does not in fact not include the PS. My response from their representatives was that I should reference their "What's included" tab which I had already done for both SKU's. There is no difference in either "What's included" to indicate 1 SKU includes the PS while the other does not. In addition to that, I spoke to ** directly and they confirmed to me that 60-924-RF-TS does in fact include a PS while their supervisor [redacted] from 123security was beyond insistent and argumentative that it does not and that there is no difference between 60-924-RF-TS and 60-924-RF-TS-N. This is completely misleading and beyond unprofessional to deny exactly what the manufacturer has confirmed. Their argument that I should know it does not include a PS b/c it is not listed under "What's included" is therefore bogus as both SKU's include identical verbiage and ultimately hung up on b/c she did not want to hear the facts directly from the manufacturer.Desired Settlement: I would expect them to cover the return and replace this model for only the difference in costs between the 2 SKU's. This delta totals only $5.11.

Business

Response:

[redacted],Thank you for your order and candid feedback. I am very sorry you feel mislead by our product detail pages. Please know, however, that care and detail is taken to ensure the accuracy of published information. When mistakes do occur we are happy to accept the responsibility. In such cases the original website is involved to help resolve the issue. Here are the facts as we see them:1. Customer ordered (1) 60-924-RF-TS-N: [redacted] XT Talking Touchscreen, White, WITHOUT Power Supply2. Customer Received (1) 60-924-RF-TS-N: [redacted] XT Talking Touchscreen, White, WITHOUT Power Supply3. 60-924-RF-TS-N does NOT include a power supply.4. Customer should have ordered (1) 60-924-RF-TS: [redacted] XT Talking Touchscreen, White, WITH Power SupplyThe information above is taken directly from the manufacturer's price list. I have reviewed the descriptions for both products and can not find the discrepancy described in the complaint.Please keep in mind that the manufacturer employees many people from all walks of life and not everyone is an Intrusion subject matter expert whereas 80% of 123Security staffers are subject matter experts to ensure accurate information is conveyed via online or offline sales channels.Respectfully,[redacted]

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:

Reviewed both "What's included" as directed by [redacted] and on neither does it show comes w/ a power supply. Upon follow up call w/ [redacted], she again reiterated over and over the -TS DOES NOT come w/ a PS which is totally false and was confirmed by vendor. Feel free to review w/ your staff but she is obviously not appropriately trained on the products you sell. Only deep in the attached documentation does it show the TS-N does not come w/ the power supply. Nothing on your site shows these 2 models to be different and confirmed incorrectly by [redacted].

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

Sincerely,

Business

Response:

[redacted],Here are the facts:1. Product ordered: 60-924-RF-TS-N - [redacted] XT Talking Touchscreen, White, WITHOUT Power Supply2. Product received: 60-924-RF-TS-N - [redacted] XT Talking Touchscreen, White, WITHOUT Power Supply3. Product required: 60-924-RF-TS - [redacted] XT Talking Touchscreen, White, WITH Power SupplyOur product detail pages are consistent with the information above which is taken directly from the [redacted] price list and/or website. We are more than happy to issue a full and prompt refund, or work with you to source a power supply unit. Return shipping is the sole responsibility of the customer, unless the product is defective (DOA) or was shipped in error, in which case we will supply a prepaid return shipping label. Please consult our 30-Day Return Policy for further details:http://help.123securityproducts.com/entries/24528377-returns---refundsWe believe this to be a just and fair return policy.Respectfully,[redacted]123Security###-###-####

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:

You representation of whether your site clearly details which model comes w/ a PS and which does not is simply just not true. The only place this unambiguously shows this is buried deep in one of the attached vendor documents. On top of that, you still have not addressed the completely misleading information I received from [redacted] and team over multiple phone calls to your company. [redacted], especially, over and over quoted that a PS does not come w/ either model, that it cannot even fit in the box, and that I should reference, "What's Included" which of course I had. I relayed that I spoke to the vendor and confirmed that the one model did in fact come w/ a PS in the same packaging but she chose to not accept that fact and hang up on me. I will not be doing anymore business w/ your company and want to ensure others are aware of your shady and ambiguous marketing approach.

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

Sincerely,