As in any case with a complaint, I will try to provide my factual understanding of what happened and try to resolve the issueMr [redacted] first placed a purchase with our company on Christmas eve, after having the purchase for over a week he contacted us on January the 7th.Upon contacting us Mr [redacted] was inquiring about returning the product he purchased, the Urinator, which is a [redacted] simulation device, since the device is a *** toy, we are not legally allowed to accept returns unless the product is damaged or brokenThe way the call sounds from listening to the recording, Mr [redacted] stated that the product was broken immediately after learning that this was the exception to the return policy The employee who took the call actually reached out to me in the middle of the call because he was concerned this might be the case I will always give the customer the benefit of the doubt, so I advised my call rep to have the customer send back the product, and if it was indeed defective we would reship another, not provide a refundThis is our business' policy and it is clearly stated on our websiteMr [redacted] sent us back the product, and I saw it the day it was received, it looked untouched, the vials of dehydrated synthetic urine were still intact and there was no moisture on the inside of the bag to indicate any liquid was ever inside itBut again its better to just give the benefit of the doubt to the customer in situations like thisHere's where we dropped the ball, and I sincerely apologize for this; After receiving the product back one of our supervisors was going to call Mr [redacted] back to reship him another product per my instructionThis was on the 16th, that supervisor never contacted back the customer or reshipped his product, disciplinary action has been taken to ensure this doesn't happen again in the futureThis led up to Mr [redacted] contacting us back again on the 28th, Mr [redacted] was extremely agitated and the phone call ended with us reshipping him a new productSo just to be clear, Mr [redacted] is going to receive his merchandise as it was shipped out last night before the complaint was filed, the tracking number is [redacted] I was displeased with the way this situation was handled and it is not representative of our standard of customer service, as such I have decided to give a full refund to Mr [redacted] on top of reshipping him new product
As in any case with a complaint, I will try to provide my factual understanding of what happened and try to resolve the issue.
Mr. [redacted] first placed a purchase with our company on Christmas eve, after having the purchase for over a week he contacted us on...
January the 7th.Upon contacting us Mr. [redacted] was inquiring about returning the product he purchased, the Urinator, which is a [redacted] simulation device, since the device is a [redacted] toy, we are not legally allowed to accept returns unless the product is damaged or broken.
The way the call sounds from listening to the recording, Mr. [redacted] stated that the product was broken immediately after learning that this was the exception to the return policy.
The employee who took the call actually reached out to me in the middle of the call because he was concerned this might be the case.
I will always give the customer the benefit of the doubt, so I advised my call rep to have the customer send back the product, and if it was indeed defective we would reship another, not provide a refund. This is our business' policy and it is clearly stated on our website.
Mr. [redacted] sent us back the product, and I saw it the day it was received, it looked untouched, the vials of dehydrated synthetic urine were still intact and there was no moisture on the inside of the bag to indicate any liquid was ever inside it.
But again its better to just give the benefit of the doubt to the customer in situations like this.
Here's where we dropped the ball, and I sincerely apologize for this; After receiving the product back one of our supervisors was going to call Mr. [redacted] back to reship him another product per my instruction.
This was on the 16th, that supervisor never contacted back the customer or reshipped his product, disciplinary action has been taken to ensure this doesn't happen again in the future.
This led up to Mr. [redacted] contacting us back again on the 28th, Mr. [redacted] was extremely agitated and the phone call ended with us reshipping him a new product.
So just to be clear, Mr. [redacted] is going to receive his merchandise as it was shipped out last night before the complaint was filed, the tracking number is 1[redacted]
I was displeased with the way this situation was handled and it is not representative of our standard of customer service, as such I have decided to give a full refund to Mr. [redacted] on top of reshipping him new product.
After we spoke I was adamant they not only replace the cost of the product but also give me back the shipping costs. They did give me back everything I was owed and took care of the issue. It is upsetting that I had to get you folks involved to get the outcome I was seeking.
As in any case with a complaint, I will try to provide my factual understanding of what happened and try to resolve the issueMr [redacted] first placed a purchase with our company on Christmas eve, after having the purchase for over a week he contacted us on January the 7th.Upon contacting us Mr [redacted] was inquiring about returning the product he purchased, the Urinator, which is a [redacted] simulation device, since the device is a *** toy, we are not legally allowed to accept returns unless the product is damaged or brokenThe way the call sounds from listening to the recording, Mr [redacted] stated that the product was broken immediately after learning that this was the exception to the return policy The employee who took the call actually reached out to me in the middle of the call because he was concerned this might be the case I will always give the customer the benefit of the doubt, so I advised my call rep to have the customer send back the product, and if it was indeed defective we would reship another, not provide a refundThis is our business' policy and it is clearly stated on our websiteMr [redacted] sent us back the product, and I saw it the day it was received, it looked untouched, the vials of dehydrated synthetic urine were still intact and there was no moisture on the inside of the bag to indicate any liquid was ever inside itBut again its better to just give the benefit of the doubt to the customer in situations like thisHere's where we dropped the ball, and I sincerely apologize for this; After receiving the product back one of our supervisors was going to call Mr [redacted] back to reship him another product per my instructionThis was on the 16th, that supervisor never contacted back the customer or reshipped his product, disciplinary action has been taken to ensure this doesn't happen again in the futureThis led up to Mr [redacted] contacting us back again on the 28th, Mr [redacted] was extremely agitated and the phone call ended with us reshipping him a new productSo just to be clear, Mr [redacted] is going to receive his merchandise as it was shipped out last night before the complaint was filed, the tracking number is [redacted] I was displeased with the way this situation was handled and it is not representative of our standard of customer service, as such I have decided to give a full refund to Mr [redacted] on top of reshipping him new product
As in any case with a complaint, I will try to provide my factual understanding of what happened and try to resolve the issue.
Mr. [redacted] first placed a purchase with our company on Christmas eve, after having the purchase for over a week he contacted us on...
January the 7th.Upon contacting us Mr. [redacted] was inquiring about returning the product he purchased, the Urinator, which is a [redacted] simulation device, since the device is a [redacted] toy, we are not legally allowed to accept returns unless the product is damaged or broken.
The way the call sounds from listening to the recording, Mr. [redacted] stated that the product was broken immediately after learning that this was the exception to the return policy.
The employee who took the call actually reached out to me in the middle of the call because he was concerned this might be the case.
I will always give the customer the benefit of the doubt, so I advised my call rep to have the customer send back the product, and if it was indeed defective we would reship another, not provide a refund. This is our business' policy and it is clearly stated on our website.
Mr. [redacted] sent us back the product, and I saw it the day it was received, it looked untouched, the vials of dehydrated synthetic urine were still intact and there was no moisture on the inside of the bag to indicate any liquid was ever inside it.
But again its better to just give the benefit of the doubt to the customer in situations like this.
Here's where we dropped the ball, and I sincerely apologize for this; After receiving the product back one of our supervisors was going to call Mr. [redacted] back to reship him another product per my instruction.
This was on the 16th, that supervisor never contacted back the customer or reshipped his product, disciplinary action has been taken to ensure this doesn't happen again in the future.
This led up to Mr. [redacted] contacting us back again on the 28th, Mr. [redacted] was extremely agitated and the phone call ended with us reshipping him a new product.
So just to be clear, Mr. [redacted] is going to receive his merchandise as it was shipped out last night before the complaint was filed, the tracking number is 1[redacted]
I was displeased with the way this situation was handled and it is not representative of our standard of customer service, as such I have decided to give a full refund to Mr. [redacted] on top of reshipping him new product.
After we spoke I was adamant they not only replace the cost of the product but also give me back the shipping costs. They did give me back everything I was owed and took care of the issue. It is upsetting that I had to get you folks involved to get the outcome I was seeking.