AdvanceDeck & Sunroom Company

Complaint: [redacted] I am rejecting this response because: - Cervini's did not deny a refundA refund can and will be issued if the matter can not be resolved.See Email attached I requested refund on the 12/only to be told that item was shipped on 12/and would arrive in business days and given tracking number that does not have url for tracking and does not show up onany of the major shipping carriersToday is 1/and I get email correspondence that item was shippedThey offer a refund on 1/3, however ask that I pay shipping on a product that was offered at free shipping to me and that they shipped after I asked for refund and only after theproduct again failed to be received on time.- Cervini's painted hoods are painted per order as the website indicatesYour order shipped on the 18th business dayYou were quoted an estimate of business days when your order was placedOrder was supposedly shipped on the 24th day of business, after asking for a refund.- I can offer you compensation for the extended wait timeI apologize for the delayThe wait time was extended due to the demand increase of holiday ordersThey have offered $which is not acceptable FULL refund or Half price hood with refund TODAYThey have had my money since 11/26/ Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I appreciate the offer of the $refund and the hood installedWe will gladly accept that and appreciate you working out something for usPlease refund to the original credit cardIf you need the information please let us knowThanks again I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

A voicemail was left at the phone number providedPlease call me to discuss the error. - Cervini's did not deny a refundA refund can and will be issued if the matter can not be resolved.- Cervini's painted hoods are painted per order as the website indicatesYour order shipped on the 18th
business dayYou were quoted an estimate of business days when your order was placed- I can offer you compensation for the extended wait timeI apologize for the delayThe wait time was extended due to the demand increase of holiday orders Thank youJim F*

** ***I'm not sure if you received my instagram direct message but, your credit of $*** was issued on 5/21/at 4:33pm ESTPlease check with your bankThe last four of the card it was issued to are ***i can supply you with credit authorzation code if needed.Your promo code was also
entered on the 21st as we promised*** emailed it to youI also supplied the promo code in the DM.I hope you find my reply satisfactoryI promptly delivered my obligations per our verbal agreement after realizing our errors. I hope to do business with you in the future.Sincerely,*** ***

Complaint: [redacted]
I am rejecting this response because:
- Cervini's did not deny a refund. A refund can and will be issued if the matter can not be resolved.See Email attached.  I requested refund on the 12/27. only to be told that item was shipped on 12/29 and would arrive in 5 business days and given tracking number that does not have url for tracking and does not show up onany of the major shipping carriers. Today is 1/4 and I get email correspondence that item was shipped. They offer a refund on 1/3, however ask that I pay shipping on a product that was offered at free shipping to me and that they shipped after I asked for refund and only after theproduct again failed to be received on time.- Cervini's painted hoods are painted per order as the website indicates. Your order shipped on the 18th business day. You were quoted an estimate of 15 business days when your order was placed. Order was supposedly shipped on the 24th day of business, after  asking for a refund.- I can offer you compensation for the extended wait time. I apologize for the delay. The wait time was extended due to the demand increase of holiday orders. They have offered $50 which is not acceptable.  FULL refund or Half price hood with refund TODAY. They have had my money since 11/26/2016. 
Regards,
[redacted]

I sincerely apologize for the delay in replacing your defective set of tail lamps. It is not our attention to prolong the wait and I understand your frustration. As you are aware our supplier of the LED lamps has not released our order. We are aware of the technical issue your lamps contained and...

updating the product to address the problem. I would like to send you a refund check for your full purchase price ($599.99). I addition to the full refund I will issue you a one time use 50% discount code that can be used on any item on our website. Please let me know if the above offer is agreeable and I will process your refund and promotion code immediately.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

That will be acceptable. Please let me know ASAP when the refund check and discount code are isdued.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

In an effort to resolve the matter before I leave the office for business I am increasing the following offer. The two offers below are final. $150.00 credit and free installation. orFull refund Our return policy is clearly stated on our invoice. Returns with out RMA# are refused. We can not cover return shipping fees, in this case expedited fees, with out authorization. As we explained earlier damages can happen and we pack our products well and ship them worldwide. Unfortunatly we can not control all damage that occurs during transit. The resolutions we offered are fair and reasonable. I hope you consider one of the options outlined above.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com: I appreciate the offer of the $150 refund and the hood installed. We will gladly accept that and appreciate you working out something for us. Please refund to the original credit card. If you need the information please let us know. Thanks again. 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Cervini's discussed the issue at length with the customer. We agreed to issue a full refund of $599.99 Thank you,

Hello,I apologize for the stress and inconvenience receiving the damaged hood has caused you. I spoke with your rep[redacted] regarding your purchase and he gave me the background information for your order. Unfortunately, freight damage can happen. We pack our hoods very well and test our packaging...

to ensure that the items arrive to our customers safely. Your order arrived damaged and we take that very seriously and will work diligently to resolve the matter. I will itemize your complaints below and offer a resolution. Late Shipment: Your order was shipped within four weeks (order processed 6/6/16. shipped 7/1/16). All painted hoods and put in Que and ship when they are ready. You should have been quoted a 3-4 week processing window when you placed your order. If you were misled I apologize.  Driving 3.5 hours for an install:We offered a free install to accommodate your schedule. I'm under the impression you're leaving soon for military service. If that is not the case we can ship you the hood instead. Return process communication:We requested pictures of the damaged hood to assess the severity. After the images were reviewed we would give further instructions.. ie return or repair. The communication of this process broke down and you returned the hood to Cervini's expedited and expected Cervini's to cover the bill. If we were able to review the photos you sent on the 13th we would have arranged for transportation back to our warehouse with out any added cost to you. I can assure that Cervini's has not profited a cent from the shipping damage. You receiving a damaged part is the absolute last thing we want to happen. It causes stress and lost time for all parties involved Resolution:A- The damaged hood is returned to Cervini's. Cervini's will install your replacement hood at no charge. $150.00 value.B- The damaged hood is returned to Cervini's. Cervini's will credit you $150.00 for your inconveniences. You pick up the hood or we re-ship the hood at a date TBD (pending outcome of your decision)C- The damaged hood is returned to Cervini's. Cervinis issues a full refund of the purchase price. I am traveling on business the remainder of this week. [redacted] on your replies, If can get a hold of me if needed. I look forward to hearing back from you and resolving the issues.

Can the customer provide a phone number, order number, or name so we can investigate the claim?