18F Virginia, Inc.

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]
Hi [redacted], I did receive a middle section post but it was not the bottom section that I need.  I actually need the bottom section of the post that actually goes into the ground.  Hope that helps.  Thanks,
 
[redacted]

Good Morning,
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The customer has been issued a full refund for all items returned minus $6.95 for the use of our returns label. Two refunds were issued on separate days in the amount of $96.90.
 
Tax rates are listed on our webpage and in our catalogues for each state in which they apply. Here is a link to our tax rates on our website [redacted]
 
The website updates all in stock to backordered items every hour. If an item becomes unavailable in that time frame, we notify all customers if the status of that item.
               
Under disclaimers and Limitation of Liability we state, “ However, we cannot guarantee that the information contained on this website will not contain errors, inaccuracies or omissions. Such errors may relate to product availability, price or product description.” [redacted]
 
Thanks,
 
[redacted]
[redacted]

I recently placed an order with your company via online access. The website at the time of my order said I would recieve both 20% off my order plus free shipping if I met a minimum order amount of $150.00, They provided a code to identify the offer. I placed an order well in excess of the minimum and arranged for it to be shipped to multiple addresses... When the order was finalized I noticed immediately that while I had been credited for the free shipping there was an incorrect accounting of the 20% off...I called immediately and was told that I was correct this was a process error and I was due an adjustment.. however the customer service rep could not help me in the moment because there was a delay in the order being "viewable" on the system for a minimum of 1 hour so she advised me to call back later..I did so early the next day and was advised that because I had split my order into multiple deliveries, to multiple addresses, I was not eligible for the 20%,p.... despite what I had been told earlier with the same detailed explanation. I asked to be shown a supportive statement in the "details" which accomplish code or elsewhere in the process itself... and none could be produced ...no one could produce that condition...please note that one of the addresses alone has a sum exceeding 150.00 and while I could no longer prove it I'm confident I had seen a discount on one item.......I'm sorry but I feel this issue was handled very poorly...I hung up in frustration and feel this is a case of rebating behavior. I will be extremely cautious in all endeavors with is company...let me also remark that it saddens me greatly... because their product is of high quality and displays great imagination...while I understand "buyer beware" this was more of a case of extremely poor customer service and my intent is to warn others before they are I entrapped...I feel the need to give the company a chance to respond before logging a more public viewable complaint...however not for long...as that is not how I would wish to be treated...
Please also understand I am not asking for monetary remediation at this point and would find it insulting if offered ...the sum (~$40) means nothing....How I was treated means a lot.....you might also want to know that I have never logged a complaint of this nature before...

Roberta,
The sideboard and stools are sold under two different item numbers. The stools are currently sold out and unavailable. The item purchased was for the sideboard only. I understand the confusion while placing this order and have contacted our web team to update the listing. I have...

entered a refund for 25% off for a total of $16.25. Please return the item with our prepaid label, if you would like to receive a full refund.Thank you,
[redacted]

Dear [redacted], I’m following up onyour case number [redacted] on behalf of [redacted]I was one of theindividuals that dealt with this issue initially. Since this has escalated, Iam willing to make an exception and grant a return of this item. Keep in...

mind,the refund due will only be for the merchandise amount and if our prepaid,return shipping label is used we will deduct a $6.95 fee. I will reach out to[redacted] and instruct her to proceed with the return. The credit will beprocessed within 10 business days of the order being received in our warehouse.Please let me know ifthere’s anything else I may be able to assist you with. Sincerely, [redacted]
 [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Purchased outdoor furniture... paint peeled after 1 week. Tried to rectify for a month... Still waiting. I will never purchase from them again. Terrible products and very poor customer service.

[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]

[redacted]
I apologize the wrong item was sent. A replacement order was made and has been delivered for the correct item. Please inform you family to keep the Golf game sent in error.
Thanks,
[redacted]

I just placed my first order with Hearthsong, and their customer service was horrible.
When trying to place my order, there was a problem with their website. The item that I wanted was on sale that day, but when I added it to my cart and went through check-out it would revert to the full price. It was evening here on the west coast, and their phone and chat lines were closed at the time. So I took a screen shot of the site showing the sale price and called them early the next morning. The customer service representative who answered my call was extremely rude and condescending. First she claimed that "that happens sometimes" with their website and gave a technical explanation, and she tried to leave it at that. I said I didn't understand, and then she told me that I should have called at the time of the problem (I had explained that I did, and that their recording said that they were closed and to call back during business hours). She told me that they answer the phone 24 hours a day (untrue, their hours are even posted on their website). She tried to tell me other things that I had done wrong, and she was condescending and even sarcastic. I make frequent online purchases and occasionally need to contact businesses with issues placing orders, etc. Never have I been spoken to in such a rude manner by a customer service representative. I asked to speak to her supervisor and she tried to talk me out of it, but I insisted. She put me on hold for a bit, then came back on the line and agreed to honor the sale price "but just this once."
She never apologized for the problem, and she maintained her condescending attitude. When I told her I was disappointed in the level of customer service, she said, well, do you want to place the order or not? I did place the order, but only because it is going to be a special gift for my child and the item is exclusive to Hearthsong. I was simply trying to buy something and at the price they were offering. There was no question that the item had been on sale that day before. Why would they argue with me at all? Why treat their customers this way? I do not want to do business with them ever again.

[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: c[redacted].
Regards,[redacted]

[redacted] I’m following up on your
case number [redacted] on behalf of [redacted].  I can confirm that a
check was issued, but clearly was not delivered to Ms. [redacted]. For that reason, I
have issued a second check in the amount of $29.95 that should be delivered by
mail within 10...

business days. I am truly sorry for the inconvenience this has
caused. Please let me know if
there’s anything else I may be able to assist you with. Sincerely, [redacted]

Dear[redacted], I’m following up on your case number[redacted] on behalf of [redacted].  I can confirm that [redacted] was removed from our email and catalog distributionlists. Please keep in mind, this is not immediate. The email removal wassubmitted today...

and should be allowed 48 hours for complete processing. Ourcatalogs are pre-printed, so there may be 1 or 2 that are already in ourdistribution center that cannot be stopped. With regard to the negative experience, I am truly sorry to hear about themisinformation provided in the false shipment confirmation. This issue has beenresolved and we are absolutely aware of the negative implications this issuebrought upon our customers. Please let me know if there’s anything else I may be able to assist you with. Sincerely,[redacted]Phone: [redacted]Ext:[redacted]

Dear[redacted], I can confirm that the charge of $56.10 was placed on [redacted] account on December 20th as a result of part of the order shipping. The package was refused and a full credit of $56.10 was issued today. [redacted] should see the credit posted...

in her account within 2-3 business days. Please let me know if there’s anything else I may be able to assist you with. Sincerely, [redacted]

Just wanted to let you know Plow and  Hearth has resolved the issue. They personally delivered the hardware to my house and I was able to get the chair put together. I had also received a call from their...

Corporate office inquiring about the issue and informing me that the issue would be resolved. Thank you for any assistance you provided in this matter.
 
[redacted] [redacted]
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].

Placed an order in Sept 2013. Item finally shipped in Jan 2014. THEN in Sept 2014 I get a dunning notice from a collection agency for an upaid bill. When I called Wind & Weather they said that the [redacted] approval I had given in Sept 2013 had expired by the time they shipped so they had not received payment. I had never been contacted by them to tell me there was anything outstanding on my account......just the dunning notice. Terrible way to treat customers

Regarding Revdex.com case #[redacted], we issued a refund of $69.90 on December 10th  after the product was received in our warehouse on December 3rd. Upon doing so, the customer should have received an email from Wind & Weather as well as [redacted] immediately confirming the credit. I will follow up...

with the customer to be sure she received all of this correspondence. Sincerely, [redacted]Electronic Communications Specialist Plow & Hearth, LLC[redacted]Phone Number: [redacted]Extension:[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.]
To date, even though you at the Revdex.com, received a letter, I have received no written letters or correspondence from this company.
In your letter he states that it was an error to be rebilled, but the company representatives state that due to the length of the time for the order, [redacted] never paid the original bill.
I repaid this bill in September, so if he is correct in his letter, than I was charged twice.
And why would I want or accept a 15% coupon to this company, who I would never do business with again, or recommend.
I feel that they should lose there Better Business accreditation, and remove any listing of it on their website or catalogs.
They apparently are still not customer friendly, nor due they have any customer service to speak of.
It is hard to accept an offer that was never sent or received.
Regards,
[redacted]

We have issued the $19.99 shipping refund that [redacted] was owed.  It was processed on 1/24/14 so should be on his credit card account at this time.  We are not able to determine why his shipping discount was not applied.  It was a valid...

promotion and we are glad [redacted] brought it to our attention.

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.The resolution does not address the fact that the [redacted] website accepted a coupon code that they later stated was not valid.  This is not the consumers fault that their website is not able to recognize if a coupon code is not valid.  The website should not accept the coupon code and take the money off of the price if it is not the amount that they plan to charge the consumer's credit card.  I have never ordered something online where the website accepted a coupon code that wasnt valid and then left it to the consumer to suck up the additional price without their knowledge.  Very unprofessional, not to mention that I attempted to contact the company directly before contacting the Revdex.com with absolutely no response from them.  I don't expect them to do anything at this point, but I appreciate your help in this matter.Regards,[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]