Ahuva.com

As per our many emails to youThe package *** *** can be seen delivered online at DHL.comHere is the direct link.*** It was delivered and signed over a week ago !Please remove this
complaint.Thank You

I ordered little tehilim books as a party favor weeks prior to my sons Bar MitzvahAhuva said it would only take weeksAfter weeks they called me and said they could upgrade me to some other book for an additional price if I needed it right awayI said that I still had weeks until the event and they told me no problemWell, it's now the week of the event and the book swill not ship until the end of the week, meaning I will not get my order until after my eventThey told me again that I can either purchase the more expensive books and they will ship it out today, or cancel my order, or receive them lateI told them they ruined my party favors and they are horrible for robbing people this wayDO NOT ORDER FROM THEM

This order was delivered over 3 months ago. Why is it being complained about now ? After digging up the history we found we confirmed these kippahs delivered fully correct. Correct material in quality Mesh, correctly spelled and printed , correct colors of Red and Grey. We even extended as an...

exception to allow to mix colors. AS you can see it has come back to haunt us and be a pain in the butt.  History showed the customer complained about color but now made up a new excuse since the color argument didn't hold water. The skull cap is $3 and shipping $45 from Mexico.  It cost more than the ordered product itself.Attached are photos of the skull caps. So the photo says it all. It's very clear. We were so accomodating to this customer , we even provided our factorie's direct contact email to resolve . The factory owner later complained to us they will not tolerate dealing with this nonsense. Samples are never sent. Kippahs are custom printed and clearly non returnable or refundable. Our policy page couldn't be clearer and we explained it to the customer numerously. This complaint should be dismissed immediately.

Dear Customer, Our support team responded fully many times as follows; 1) The correct size of 20 x 72" was delivered and the initial 8" difference no longer shown online was clearly stated as a typo online. All tallits standard are 18 or 20".2) The pink silk tallit indeed delivered as a...

"Pink" tallit and not any other color. We also state clearly that no two tallits are exact. It's a custom hand made & dyed tallit !3) We clearly responded to every email within 24/48 hours as per ESL & offered customer full refund upon return even against our policy. She has omitted the truth. As she knows this tallit is not available anywhere else for such a low price and she does not want to return it for a refund. We then offered to redo the tallit at our cost and only charge 20% of the cost. She didn't respond. She wants to pay nothing. She just wants everything for nothing. We beleive it's clear that not all customers are the same and descent. Even with full customer support and full refund and redoing options, this customer decided to just complain on a public site. We've serviced over 35,000 customers and while 99.9% are satisfied and never bother to post anything online, it is the unfortunately shameful complaining customers who are satisfied with nothing but free product that issue these complaints and without notice for no good reason. Merchants beware !

[redacted], We have been very patient with you, repeatidly explaining over and over how you did not follow instructions and sent back without notice and improperly marking the package value not as a return. You sent it back totally against policy and procedure as you did with this Revdex.com complaint. You deliberately avoid the truth and responsibility. As per the email (attached) I've shared with you after weeks of trying to release the package , that was marked with a $100 value. I provided courier company documents of all kinds, and creatively thinking how to avoid the charges you've caused by your oversight and could not. The release charge shown is 262 ILS = $74 which too you are being dishonest.  I'm tired of explaining and receiving the same old avoidances from you. You failed to do anything normal and blame us. I think it's clear to all including Revdex.com. I don't want to respond to these notices any further. Your order has been an extreme loss and waste of time. Only you are left to blame and now release the package.  Next time you can consider being normal and notify us without causing all this harrassment.

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.I have received a new menorah. Unbroken.  Happy to close this complaint.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will refrain from responding to the errors in Ahuva's response to the Revdex.com about their behavior except to say that they are either badly misinformed as to their own actions or not telling the truth. I will note that I have a full record of emails and phone calls that backs up my position and claims. After I personally informed Ahuva by email that I had made a complaint to the Revdex.com, I received an extremely aggressive response from Customer Service that they would now provide me a refund but ONLY if I ship the Tallit to Israel, which I will do this week upon the completion of the Jewish holiday and my daughter's bat mitzvah. Until I receive a FULL refund I do not consider this matter resolved. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The owner, [redacted], is a liar.  I called this order in, so for him to threaten a fee for no reason is ridiculous and absurd.  I would be happy to refer to his e-mails.  He only offers to do a full credit if I rescind my complaints for his abrupt and irresponsible behavior.  This is not the first internet complaint of this person.  He is apparently very unreasonable and from the moment I simply tried to reverse a transaction within a period of minutes, first calling and then e-mailing, he was nothing but threatening, irrational and unprofessional.  Sincerely,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We refunded the customer the same day in full and notified her as such. So this is completely false. Attached proof. We provided on time delivery guarantee or full refund. Customer received full refund even after we shipped then slanders us online ? Attached is our email proof which clearly shows how polite and patient we were in the face of threats, refusal to pay , slander, now lies. We guaranteed on time delivery as promised and requested only $12. Customer agreed but never remitted payment as promised. Then customer changed her mind and did not want to pay for shipping. We explained it was not shipped earlier due to Jewish holidays but she kept complaining it was enough time.So we politely explained it again so she felt it was condesending. To avoid delays, we shipped it out nonetheless. Suddenly, the customer demanded refund after we shipped.. We explained it was shipped. She didn't care. So we 'caught the package' and FULLY REFUNDED SAME DAY OCT *. Throughout,  the customer has been slandering us online and threatened us. As you can see we not only guaranteed on time and did ship, we pulled the package and refunded fully ! Now the customer lies we refused to refund ???

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The vendor has not refunded the purchase and in fact refuses to pick it up from customs in Israel where it was returned to at their instructions for over a month incurring significant storage costs and now the courier company has said it will cost me US$160 to have it returned to me or released to Ahuva.Why would you close the complaint?Yours truly,[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Gladly, we previously attached original email correspondence. In summary reads as follows. Dec [redacted] - Email received & brought to our attention, customer received our immediate polite apologies , a truthful account of the situation, our immediate response with full refund offered.  Dec [redacted] - Customer's rude accusitive response, claiming we're giving 'excuses' ,  demanding 'overnight', not recognizing the order is already in transit , threatening to file a complaint without any discussion, providing no co-operative behavior of which we were willing to do whatever means was available at the moment. Dec [redacted]- Our immediate polite, same day response, providing further detail information of original order and reasoning, and once again offering remedy and full refund by simply rejecting package. We wrote the customer this order is our accepted loss. Dec [redacted] - Customer replies aggressively she has contacted the Revdex.com, and halucinates we're initmidating her, and accuses us of poor service and innappropriate response. Really? Apparently customer is reflecting self. Dec [redacted]- We respond to accusations explaining again, offering refund again. Reassuring customer all at our 100% cost, and 0 cost to customer. Dec [redacted] - Customer wants proof of refund, ignoring procedure to return.  Claims we're hostile ! demands apology. But we already did numerously ! Customer remains clouded in anger, and blind to procedure to return for refund. Dec [redacted] - Package was delivered 10:42 AM and at doorstep while this conversation is occurring ! Customer claims delivered next day Dec [redacted] - in contradiction to Fedex proof online ! Does not refuse package as asked. Accuses us of tonality ! and refuses to comply to return policy (Policy Page clearly reads "We do not have call tags"). customer remains oblivious a return required for refund. Dec [redacted]- We respond again to return package - she cannot keep it and get a refund ! We even offered to refund return postage basic mail ! Beat that for customer service. What more can a customer ask from a company ? Like all companies it's sane that an item may be temporarily out of stock, and when no date is given on order it ships when back in stock as it did. Once again, the customer is unreasonable to understand this, and not aknowledging she had waived filling in a required date for the order nor offered to pay for expedited. As you can see all correspondence was responded immediately usually same day, full refund offered and full instructions to reject and receive refund. Our store like all, has policies and customer is not following them. As most companies a charge is made upon order, it's on our policy page, so for customer to 'claim' we took her money is pathetic (so does [redacted] when you order) in light of our repeated full refund for order. Then to fail to reject the package, then fail to return it, then demand full refund, then 'claim' she doesn't trust the refund , is so pathetic in light that we've shipped her order. and offered full credit in writing prior to receiving the package.

Below is a word for word copy of our conversation emails.  I think it speaks for itself. In short, customer doesn't accept our store policy. We have bended to even waive it now, as we no longer have time to entertain this customer's refusal of policy. All we ask is to rescind this obvious uneccessary complaint. When done, we'll waive our return policy as well. Waiting for customer co-operation to conclude. August [redacted] email Unanswered. [redacted], Are we shipping your order, changing it , or cancelling per store policy ??SincerelyCustomer Service?ahuva.comOn Thu, Aug *, 2015 at 6:10 PM, [redacted] <[redacted]> wrote:[redacted]  [redacted]  [redacted]On Thu, Aug *, 2015 at 10:28 AM, ahuva.com <[redacted]> wrote:[redacted]  [redacted]
 [redacted]
[redacted]
[redacted]

We refunded the customer the same day in full and notified her as such. So this is completely false. Attached proof. 
We provided on time delivery guarantee or full refund. Customer received full refund even after we shipped then slanders us online ? 
Attached is our email proof which clearly shows how polite and patient we were in the face of threats, refusal to pay , slander, now lies. 
We guaranteed on time delivery as promised and requested only $12. Customer agreed but never remitted payment as promised. Then customer changed her mind and did not want to pay for shipping. We explained it was not shipped earlier due to Jewish holidays but she kept complaining it was enough time.So we politely explained it again so she felt it was condesending. To avoid delays, we shipped it out nonetheless. 
Suddenly, the customer demanded refund after we shipped.. We explained it was shipped. She didn't care. So we 'caught the package' and FULLY REFUNDED SAME DAY OCT *. Throughout,  the customer has been slandering us online and threatened us. As you can see we not only guaranteed on time and did ship, we pulled the package and refunded fully ! Now the customer lies we refused to refund ???

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I disagree with the retails account of the situation. I placed the order on November **. My credit card was charged on November ** for the item that was never shipped to me. I emailed the company on November ** inquiring about my purchase. No response. I then called them on November ** and was told to email on Monday December *. I contacted them directly and was finally told the item was on back order. Please keep in mind my credit card was charged for an item they not only did not send me but did not have in stock! I then picked a different item and told them I needed on December * for my daughter's bat mitzvah on December *.  At that time the retail store should have sent the item over night at their expense but did not do so. I did receive the item on December *. [redacted] left the package at my house while I was at work. The package could not be rejected as it did not need my signature so how was I suppose to reject the item. I have email exchanges from Ahuva that clearly documents the inappropriate behavior of this company. I contacted my credit card company as well and filed a dispute since I was charged for an item that Ahuva not only did not have in stock at the time of purchase nor did they notifiy me but had no intention on mailing me the item. If you need documentation of my attempt to deal with Ahuva I would be happy to provide you that information. I will be mailing back the item; however I worry that the company will not refund me the money as they charged me for an item that was not even in stock.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The owner, [redacted], is a liar.  I called this order in, so for him to threaten a fee for no reason is ridiculous and absurd.  I would be happy to refer to his e-mails.  He only offers to do a full credit if I rescind my complaints for his abrupt and irresponsible behavior.  This is not the first internet complaint of this person.  He is apparently very unreasonable and from the moment I simply tried to reverse a transaction within a period of minutes, first calling and then e-mailing, he was nothing but threatening, irrational and unprofessional.  Sincerely,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As per our many emails to you. The package [redacted]  can be seen delivered online at DHL.com. Here is the direct link.
[redacted]
 
It was delivered and signed over a...

week ago !. Please remove this complaint.Thank You

We spoke to [redacted] the customer yesterday and although we have the tallit to ship , she didn't want it and instead a refund. We have processed the refund in full and emailed it to her. This order is cancelled and refunded and complete. Please remove this uneccessary dispute.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have ALL the correspondence (emails) with regards to both orders and both items arriving damaged.  I have offered several times, per the emails, to return the broken items, Ahuva told me I could use adhesive (glue) to mend them or soldering for the second one.  The second menorah is not solid copper metal, but some kind of composite metal.  Whatever it is, a branch was broken.  They said they could not take back the menorahs.  They have told me I could exchange them for the exact same thing, but had I of known they were plastic and something else other then solid metal originally, I would not have ordered them.  As I said, I can provide emails to support my remarks.  All I want and have ever wanted was a full refund AND to return these damaged menorahs back to Ahuva AND I would pay shipping to return them.  That seems completely fair to me.  Every other company I have dealt with in person or online will do that.  The first menorah was $90 and then I had to pay an extra $25 for the other one.  I can't imagine that if someone bought something and it was broken that the seller would not refund or replace the item.  If Ahuva wants to replace the menorah with one that is not broken, then that will be fine with me, however, I would much prefer to return the menorahs at my expense, in the box so they can see the damage AND to also receive a refund of $115 which is $90 for the first one and another $25 I paid to get the second one.  I got the second one because the website says it is "nickel or copper."  I guess they mean the color because I don't believe solid nickel or copper would break that easily.In an email dated June ** from Ahuva, someone named Josh says:  "[redacted]."  "That's it" what does that mean?  I have offered more than once to return them at my expense for a full refund and am still happy to do so.  Thank you.  Let's please get this resolved. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.