Action International Marketing, Incorporated

We will not be responding after this correspondence because the monitor did not have the feature the Buyer needed therefore it wouldn't & shouldn't be detailed in the listing [redacted] found in our favor for the A-Z Claim proving that we did not do anything wrong in this transaction Thank you

We are responding to the complaint that was filed against us by [redacted] , complaint ID# [redacted] , who purchased from us on [redacted] Mr [redacted] ordered & received two brand new factory sealed [redacted] 24" HD monitors The listing for the item detailed the specifications of the item, a copy of which is enclosed Items listed on [redacted] do not list details an item doesn't have; only details are listed which describe the item that is for sale In this instance Mr [redacted] per his complaint was looking for a monitor that was VESA mount compatible If the monitors Mr [redacted] purchased were VESA mount compatible it would've been detailed in the listing that they are VESA mount compatible For instance on [redacted] if I was looking for a laptop with a webcam, it would be detailed in the listing that the laptop had a webcam & if it webcam wasn't listed then one has to presume the laptop does not come with a webcam With this being said, Mr [redacted] should've confirmed if the monitors were or weren't VESA mount compatible before purchasing since this feature wasn't detailed in the listing Mr [redacted] could've read under the "Questions & Answers" section under the [redacted] monitor listing a question asked by a potential Buy on Jan26, 2015, well before Mr [redacted] 's purchase date, asking if the monitor was VESA mount compatible The question was answered by two different individuals stating this particular monitor was not VESA mount compatible The "Questions & Answers" section is clearly marked on the main page of the item listing; there is also a link for customer reviews & the # of answered questions about a product on the main page of an item listing where a potential Buyer can see all questions asked about a particular product Mr [redacted] also had the option to email us asking for more details on the tiem before purchasing by clicking on "contact the seller" which is listed under "further information" on our [redacted] webpage We have in the past received emails from potential Buyers asking questions about products before purchasing.Mr [redacted] not only contacted you regarding this matter be he also filed and A-Z claim against us with [redacted] stating we did not specify if the monitors were VESA compliant/mountable Again, we do not list features an item doesn't have only specifications an item has are listed We responded to the claim Mr [redacted] filed & [redacted] found in our favor that we did nothing wrong and denied Mr [redacted] 's claim We've enclosed a copy of the complaint We informed Mr [redacted] that he can return the monitors to us for a refund however Mr [redacted] wants us to pay for the return shipping & to waive the restocking fee We do not pay for return shipping when a Buyer orders the wrong item We gladly would pay the return shipping if we shipped the incorrect item or it was defective but not when an item is ordered incorrectly by Buyer As far as the restocking charge, we strictly follow [redacted] 's return policy If a brand new factory sealed item is opened, a restocking fee can be deducted from the Buyers refund We only charge this restocking fee since the item can no longer be sold as brand new since it was opened; the item will now have to try to be resold as an open box which will lower the price point on the item & therefore lower our profit by a significant amount since the markup in electronics is extremely marginal Mr [redacted] opened of the monitors & he was informed that he would be charged the restocking fee only on the one that is openedTo this day we are still waiting for Mr [redacted] to return the monitors so we can process the appropriate refund Please contact me at ###-###-#### should you have any questionsWe appreciate you taking the time to read our response in this matterSincerely, Jennifer C [redacted] Cyberwarehouse on [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the seller statement about providing full specification is wrongAttached document demonstrates information provided by cyberwarehouse vsfull specification provided by other vendorThe difference is fully informed buying decision vs"black box"Since seller clearly did not provide sufficient information for an informed buying decision the seller has to process refunds free of charge Regards, [redacted]

[redacted] ordered & received a Refurbished [redacted] laptop from us on [redacted] on August 3, size="3"> [redacted] contacted us over days later on September 8, stating there was an internet connection problem with the laptop We replied to her September 8, email on September 9, stating we weren’t sure how to tell her how to get it connected to the internet (we can’t see if everything is connected properly since we are not there) however she had two options; she could contact [redacted] since it has a day warranty with them or she could return it to us for a replacement even though it was past the day return period which is clearly stated on [redacted] ’s return policy which we follow (The day return period is set by [redacted] on their returns guideline After days, a Buyer needs to go to the manufacturer for warranty repair.) [redacted] never responded if she was going to go to [redacted] or return it to usRefunds are only issued within the day return period & replacements are offered for items outside the day return period on a case by case basis We didn’t hear back from [redacted] until October 12th stating she wanted to return it which is now over days from the order date & over days from the last communication we had with her If an item doesn’t work, wouldn’t you return it right away not wait another plus days from your original complaint? We told [redacted] on October 16th, after numerous emails back & forth with her, that we would accept the return from her even though she did not have any of the original packaging for the itemWe didn’t hear back from her until February 26, that she had the item diagnosed & it had a bad network card We’re not sure what else we could’ve done to satisfy this Buyer as we answered every email she sent us & offered for her to return the item not only once but twice & she decided to keep the item On a side note, we have dealt with [redacted] in the past for Refurbished warranty repairs & they have been excellent; we’ve never encountered an issue with [redacted] not helping a customer with warranty repairs Please contact us should you have any additional questions Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
the seller statement about providing full specification is wrong. Attached document demonstrates information provided by cyberwarehouse vs. full specification provided by other vendor. The difference is fully informed buying decision vs. "black box". Since seller clearly did not provide sufficient information for an informed buying decision the seller has to process refunds free of charge
Regards,
[redacted]

We are responding to the complaint that was filed against us by [redacted], complaint ID# [redacted], who purchased from us on [redacted].
Mr. [redacted] ordered & received two brand new factory sealed [redacted] 24" HD monitors.  The listing for the item detailed the...

specifications of the item, a copy of which is enclosed.  Items listed on [redacted] do not list details an item doesn't have; only details are listed which describe the item  that is for sale.  In this instance Mr. [redacted] per his complaint was looking for a monitor that was VESA mount compatible.  If the monitors Mr. [redacted] purchased were VESA mount compatible it would've been detailed in the listing that they are VESA mount compatible.  For instance on [redacted] if I was looking for a laptop with a webcam, it would be detailed in the listing that the laptop had a webcam & if it webcam wasn't listed then one has to presume the laptop does not come with a webcam.  With this being said, Mr. [redacted] should've confirmed if the monitors were or weren't VESA mount compatible before purchasing since this feature wasn't detailed in the listing.  Mr. [redacted] could've read under the "Questions & Answers" section under the [redacted] monitor listing a question asked by a potential Buy on Jan. 26, 2015, well before Mr. [redacted]'s purchase date, asking if the monitor was VESA mount compatible.  The question was answered by two different individuals stating this particular monitor was not VESA mount compatible.  The "Questions & Answers" section is clearly marked on the main page of the item listing; there is also a link for customer reviews & the # of answered questions about a product on the main page of an item listing where a potential Buyer can see all questions asked about a particular product.  Mr. [redacted] also had the option to email us asking for more details on the tiem before purchasing by clicking on "contact the seller" which is listed under "further information" on our [redacted] webpage.  We have in the past received emails from potential Buyers asking questions about products before purchasing.Mr. [redacted] not only contacted you regarding this matter be he also filed and A-Z claim against us with [redacted] stating we did not specify if the monitors were VESA compliant/mountable.  Again, we do not list features an item doesn't have only specifications an item has are listed.  We responded to the claim Mr. [redacted] filed & [redacted] found in our favor that we did nothing wrong and denied Mr. [redacted]'s claim.  We've enclosed a copy of the complaint.  We informed Mr. [redacted] that he can return the monitors to us for a refund however Mr. [redacted] wants us to pay for the return shipping & to waive the restocking fee.  We do not pay for return shipping when a Buyer orders the wrong item.  We gladly would pay the return shipping if we shipped  the incorrect item or it was defective but not when an item is ordered incorrectly by Buyer.  As far as the restocking charge, we strictly follow [redacted]'s return policy.  If a brand new factory sealed item is opened, a restocking fee can be deducted from the Buyers refund.  We only charge this restocking fee since the item can no longer be sold as brand new since it was opened; the item will now have to try to be resold as an open box which will lower the price point on the item & therefore lower our profit by a significant amount since the markup in electronics is extremely marginal.  Mr. [redacted] opened of the monitors & he was informed that he would be charged the restocking fee only on the one that is opened.
To this day we are still waiting for Mr. [redacted] to return the monitors so we can process the appropriate refund.  
Please contact me at ###-###-#### should you have any questions.
We appreciate you taking the time to read our response in this matter.
Sincerely,
Jennifer C[redacted]
Cyberwarehouse on [redacted]

[redacted] ordered & received a Refurbished [redacted]
laptop from us on [redacted] on August 3, 2014.
size="3"> 
[redacted] contacted us over 30 days later on September 8, 2014 stating
there was an internet connection problem with the laptop.  We replied to her September 8, 2014 email on September
9, 2014 stating we weren’t sure how to tell her how to get it connected to the
internet (we can’t see if everything is connected properly since we are not
there) however she had two options; she could contact [redacted] since it has a 90
day warranty with them or she could return it to us for a replacement even
though it was past the 30 day return period which is clearly stated on [redacted]’s
return policy which we follow.  (The 30
day return period is set by [redacted] on their returns guideline.  After 30 days, a Buyer needs to go to the
manufacturer for warranty repair.)  [redacted]
[redacted] never responded if she was going to go to [redacted] or return it to us. Refunds
are only issued within the 30 day return period & replacements are offered
for items outside the 30 day return period on a case by case basis. 
We didn’t hear back from [redacted] until October 12th
stating she wanted to return it which is now over 60 days from the order date
& over 30 days from the last communication we had with her.  If an item doesn’t work, wouldn’t you return
it right away not wait another 30 plus days from your original complaint?  We told [redacted] on October 16th,
after numerous emails back & forth with her, that we would accept the return
from her even though she did not have any of the original packaging for the
item. We didn’t hear back from her until February 26, 2015 that she had the
item diagnosed & it had a bad network card. 
We’re not sure what else we could’ve done to satisfy this
Buyer as we answered every email she sent us & offered for her to return
the item not only once but twice & she decided to keep the item. 
On a side note, we have dealt with [redacted] in the past for Refurbished
warranty repairs & they have been excellent; we’ve never encountered an
issue with [redacted] not helping a customer with warranty repairs. 
Please contact us should you have any additional questions.
Thank you.

We will not be responding after this correspondence because the monitor did not have the feature the Buyer needed therefore it wouldn't & shouldn't be detailed in the listing.  [redacted] found in our favor for the A-Z Claim proving that we did not do anything wrong in this transaction. 
Thank you.