18F Virginia, Inc.

This company is horrible They seem to think they are in the christmas business, but can't hit Christmas deadlines Lots of emails about "port delays" and "it's not our fault" Bull My guess is it's a guy in his bedroom with a website and a physical catalog to look good Direct shipping from China, so no inventory If that is your game, better get the dates right I will never use them again Horrible

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The chair covers were order in December They were used during the winter of (one season's use) on a protected, covered deck on the NW side of our house (i.enot directly in the elements) The identified defects are described in my complaint
The packaging that came with the product does not match the response I received from our discussion with the customer service representative or the the "canned" response that came today
Given the performance of the covers, replacing them will likely result in the same outcome - one year and they are done Consequently, the offer to exchange is not acceptable These covers failed up live up to the description provided by the seller Instead of covering the chairs on the deck, we will revert back to storing them in our garage
As for exchanging the defective product for other merchandise, our ordering history shows that we do not buy other products from this company We were specifically drawn to these chair covers because of they were advertised to be "different" than other alternatives There is nothing else we need from Plow and Hearth
The packaging that came with the product says a full refund will be provided Not an exchange or gift certificate, minus the cost of shipping the product back to the seller
If I am the one that compromises, Plow and Hearth effectively breaks even - let me show you the math
I paid $for a product that likely costs the seller $ If they give me $in "*** cash" (i.erefund) to spend for another product, they are out $55, assuming a 50% markup They have my $to fully cover their cost And I end up having a product that I don't really want or need
If Plow and Hearth compromises, they lose the $they spent on the chair covers (the profit component should be ignored, since either option produces no profit for P&H)
My guess is that P&H may be able to recoup some or all of this loss from their supplier If this is the case, why fight? Prolonging this stance will only cause P&H to spend more money with someone that has no intention of being a future customer
P&H should recognize that I have the packaging that states that a 100% refund or exchange will be provided Stop trying to hide behind a policy that was poorly communicated (someone failed to put a sticker on the packaging that reflects that the return policy was changed) Be like LL Bean or any other online seller that stands by their word Accept the lessons learned
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find this resolution satisfactory to meThe refund has been applied to my credit card account and therefore I consider this complaint resolved.
Regards,
*** ***

Wednesday, January 7th, 2015Wind & Weather *** *** *** ** *** ***Dear***, I’m following up on your case number *** on behalf of *** ***. I do see that *** *** was refunded on December 23rd for the
merchandise amount of $and the tax of $In addition to this $credit, I’ve also issued a refund for his shipping fee of $11.99. I definitely recognize the need for an individual photo of the plaque and I have passed that request on to our web developers and creative teamAt this time, *** *** has been fully reimbursed for this purchase and the trouble associated with it. Please let me know if there’s anything else I may be able to assist you with. Sincerely, *** *** ***Plow & Hearth, LLCPhone: *** Ext:*** Plow & Hearth | *** * *** |*** | *** *** | *** | ***

Dear***,
I’m following up on your case number *** on behalf of *** *** *** *** was only charged $for shipping and since the shipping upgrade code was not applied to her purchase she was not charged the $express feeI can confirm that a refund of
$was issued to the customer’s *** account as of 1:p.mtodayThis should immediately reflect within her *** account Please let me know if there’s anything else I may be able to assist you withSincerely,
*** *** ***

Revdex.com spoke with the businessThey will be reaching out to the customer directly to make sure that this gets taken care of

Hello,
I did verify that they finally refunded my money after emailsThe complaint can be closed nowThank you
*** ***

Good morning,
Thank you for reaching out to Plow & HearthTypically, we do not refund original shipping costs unless Plow & Hearth is in error; we also deduct $for the use of the return label, unless, again, Plow & Hearth is in errorHowever, to appease the customer, I
have issued the remaining *** refund to the customer's *** account. Please don't hesitate to reach back out if I may be of further assistanceBest Wishes,
Becky l Plow & Hearth Customer Service

***
Recently, you received a notice from our credit services agency attempting to reconcile overdue accountsSome of our customers, who had previously paid their balance due or who had returned merchandise, were errantly contacted by the aforementioned agency, and we have
identified you as one those customersPlease be assured that our activities did not impact your credit score or ratingWe regret our error and any inconvenience or frustration we may have caused youAs an demonstration of the value we place on the relationship we have established with you, please accept a % discount to be mailed to you along with a letter of apology
We are here to serve you; kindly let us know if there is any way that we may be of further assistance
*** **
*** *** ***
*** *** ***

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by HearthSong regarding complaint ID
***
Regards,
*** ***

Good morning,
The customer placed this order on December 3rd, and the corner chair in question was delivered on June 13thAs the customer indicated, the armless chairs were not delivered until October 7thWe would be more than happy to accept a return of the Armless Chair, item number
***, due to the delay in delivery of this order I am sending a pre-paid ARS return shipping label in the mail todayOnce the item is received, the customer's refund (minus $return shipping fee) will be issued within 2-business days.Please don't hesitate to reach back out if I may be of further assistanceSincerely,
Plow & Hearth Customer Service

Dear ***,I’m following up on your
case number *** on behalf of Lisa ***I was able to confirm
that Ms*** authorized the $shipping charge on our web ordering
platform on December 1stShe had one promotional discount for 25% off her
purchaseThis discount
saved her $and all of our offers are listed with
a disclaimer stating, “Offers cannot be combined, are not available on all
products and are subject to restrictions, limitations and blackout periodsNot
valid on prior purchases.” With that being said, Ms
*** is unfortunately not due a refund of $because she was charged
the amount that was reflected when she clicked “Place Order” on our website
Our website does not allow any customer to add more than one promotion code
during checkoutI’m sorry I wasn’t able to assist further with this complaintPlease let me know if
there’s anything else I may be able to assist you withSincerely, *** *** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I
have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards, I am very impressed with your system of handling my problem with Plow & Hearth I am looking forward to receiving my long awaited check from this companyGood job
*** ***

Dear [redacted]
"">
Thank you for forwarding our guest's complaint
As the customer detailed, we will be issuing a full refund of $upon receipt of the returnThis includes the merchandise amount of $129.00, shipping of $15.99, and sales tax of $We are also providing the customer with a prepaid, return shipping label
Our customer service department here at HearthSong is only open Monday through Saturday, 7:a.mto 11:p.m, ESTAfter placing an order, the item is sent to our warehouse for fulfilment at 5:a.m. the following business dayRegrettably, the customer placed her order on a Sunday, during our nonbusiness hours, and it processed the following morning before our department opened for the day
Additionally, the time stamp of the first scan found on the [redacted] tracking corresponds with the time it is transferred to the first [redacted] location, not the [redacted] pick up vehicleThe package did leave our warehouse prior to 4:p.mon July 7th,
I apologize for any confusion that bit of information may have causedI apologize for any inconvenience this has caused and we will issue the customer's credit as soon as the return is received
Sincerely,
[redacted]
HearthSong Customer Service

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]
The answer does not resolve the issues.  First, the 2 refunds were made only after I complained that they had not sumbitted the entire refund. Second, the tax rate table isn't for me, it's for them.  They should have a system which automatically references the tables to determine the appropriate tax.  Most customers don't pay attention to this issue and are charged inappropriately.  Third, their system should be updated to inform the customer that a product isn't available when they attempt to place the order.  Their response is nothing more than reciting company policies, not dealing with the issues.  I never will deal with them again but these issues should be considered, especially the illegal tax applications.

[redacted]
[redacted] I’m following up on your case number [redacted] on behalf of [redacted]. Mrs.[redacted] was granted a refund of $10.17 when we received her complaint via [redacted]on December 17th. This was a goodwill gesture, as the order reached our $50price point which was only...

eligible for a 15% discount. If the $6 price breakfor purchasing more than one of the product had been applied at checkout thecustomer would have only been eligible for our 10% discount, as her merchandisetotal would have been $44.85. I’ve also issued a refund of $6.00 for the price break the customer referenced inher note. This credit should be reflected in the customer’s account within 3-5business days.  Unfortunately, the customer is not due a refund of her shipping costs, as offers cannot becombined and she already was granted 20% off. I’m sorry we were unable toassist with that portion of Mrs. [redacted]’s complaint.Pleaselet me know if there’s anything else I may be able to assist you with. Sincerely,
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I was promised a refund of $47.00 by "[redacted]" on 12/31/2014 when I called in.  None of the things they outlined in that letter have happened.  The letter they sent to you and everything in it is a fabrication.  How can they continue to get away with this?
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,[redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer contacted the Revdex.com to say that he has not received the correct part and has not gotten any follow up from the business.