Initial Business Response /* (1000, 5, 2016/03/02) */
I am very sorry for the inconvenience to the customerI can understand how she is upset by this as it was my fault that this situation occurredI did have some trouble getting the print from the artistHowever, I was able to send one out when
I received them which I later received back damagedThis is when I decided just to have the artist send one to her directly to make things easierAs of yesterday she has received the picture and I will be giving her a discount and not charging her for the shippingWhen a customer places a order on the site it does not automatically charge their cardWe only run the card when the item has shippedWe do appreciate her business and I sincerely apologize for all of this
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fairJust need more honest communication during process
I am rejecting this response because:
Mr*** states "All Items are sold "As Is" and this protects him from any responsibility for bait & switch. He advertised a “good condition” FSC cutter “manufactured in 2008”I was sent a non-working unit manufactured the previous year (was when the FSC cutter was first soldBy changes were made to make up for deficiencies in the first design.) Mr *** says he is not responsible for what he publishes on his web site because the information comes from the sellerThe seller, Mr***, says he is not responsible for what Mr*** publishes on his web siteI did my due diligence by contacting the seller, Mr***, before the sale. What protection does a buyer have if Mr *** advertises a better and different item than what the seller arranges to ship? By Mr*** logic of not being responsible because “It is the responsibility of the buyer to crosscheck information with seller or manufacturer regarding descriptions that appear in this catalog.", Mr*** could advertise a bag of diamonds, then arrange for a seller to ship a bag of dog st, and he would blame the buyer for not doing his “due diligence” The shipping company inspected the cartonNone of the problems with the machine were caused by shipping Mr*** took my money for an item that didn’t exist, and had someone send me a similar but older, non-working unit
Revdex.com received the following email response from the business on 5/04/17 From:Date: Thu, May 4, 2017 at 10:55 AMSubject: Scott - Regarding Complaint by [redacted]To: Dear Scott,Thank you for contacting us regarding complaint from [redacted]. We strive at AIM to provide good...
customer service and leave customers satisfied. We provide support before and after a customer purchases a machine; whether purchased from us or elsewhere. We feel that we performed well in regards to Mr. [redacted].AIM is a dealer of new equipment, and a broker of used equipment. As a broker of used equipment, we connect the buyer and seller, and charge a fee to the buyer to do so. Equipment does not originate with us, nor did we collect any money for the machine that Mr. [redacted] purchased from the seller.Mr. [redacted] contacted us on February 7, 2017 regarding the following item in our catalog.UFE-C1360 Fletcher-Terry FSC Cutter Catalog Link http://www.skylinepictures.com/Mat_Board_Glass_Cutting_Equipment_ufec1360_...⇄ is a used machine, not originating with us. We listed this cutter for the seller based on information and photos that were provided to us by the seller. This is why we state on every page of our used item catalog the following:"All Items are sold "As Is". Although we strive to obtain the best information from the seller, AIM is not responsible for inaccuracies provided to us by the seller. It is the responsibility of the buyer to crosscheck information with seller or manufacturer regarding descriptions that appear in this catalog."There are no warranties or guarantees with used items. Further, we state on purchase information provided to buyer and seller the following:"It is the responsibility of the buyer to call seller and cross-check item bought with item appearing in listing; listing details, additional questions regarding equipment, and packing." We ask all customers to do their due diligence in crosschecking what they are purchasing. We provide protection to the buyer where if they do not complete the transaction with seller for any reason, AIM will not charge the brokerage fee. Even after the sale is completed we provide full refund of the brokerage fee if a seller accepts a return, provides a refund, and receives merchandise back. Mr. [redacted] decided to purchase this item on February 8th, so our representative coordinated the sale between him and the seller Mr. [redacted]. He made payment to Mr. Edmonson for $1,160 for the machine. He also made a payment of $290 to us (AIM) for the brokerage fee. Buyer was responsible for pickup / shipping. He either had to contract a shipping company, or pick it up personally.The seller, Mr. Edmonson mentioned that Mr. [redacted] was in a hurry to get the machine because he had a rush order that he needed to fill. -------------------------On April 5th, nearly 2 months after the purchase, Mr. [redacted] contacted us regarding his machine. He said that it was not cutting properly and sent a video showing us the challenge he was having. After reviewing his video, we forwarded back 2 attachments that instructed how to make adjustments to the machine that could help him in resolving the challenge. Soon after, Mr. [redacted] stated that the adjustments had not solved the problem. He sent additional photos and videos. After reviewing, tech support determined that a machine post was bent. -----------------------Since seller stated that machine was in good working order before it was picked up, we investigated further to determine how machine could have got bent/damaged. We emailed Mr. [redacted] on April 13th with the following questions"Here are a few questions that may provide you clarification:Before sending money to the seller, did you ask for a video of the machine in operation (similar to what you sent us?). Did you ask for any additional photos of the machine? Did you physically inspect the machine in person?Did you request additional photos of the machine showing it packed in the box, and condition of the outside of the box, to verify condition before it was picked up by your shipping company?Did you inspect the shipping box and the contents at the time of delivery for damage, while the delivery person was there? If so, did you make any notation on the shipping BOL to that effect." Mr. [redacted] response back that same day included the following statement "Your comments don’t reflect the bait & switch…. shipping a different item than you advertised."-------------------------In trying to resolve this situation, we contacted the seller on behalf of Mr. [redacted]. The seller acknowledged Mr. [redacted]' challenges, provided assistance, and even offered to provide a refund for the machine, even though the machine was in good working order before it was picked up, and all items are purchased "As Is." He asked Mr. [redacted] to send back the machine and he would then provide a refund. The seller stated that Mr. [redacted] then demanded the shipping charges to be refunded as well. Mr. Edmonson, wanting a resolution to this situation, agreed to those terms even though he had nothing to do with the shipping. At this point Mr. [redacted] expressed that he would not send anything back until he received the machinery refund plus the shipping.We had reiterated in writing to Mr. [redacted] on April 13th regarding our policy of refunding our brokerage fee if a seller accepts a return, provides a refund, and receives merchandise back. We have not received confirmation from the seller that this is true or has been done. We will be glad to provide a refund as soon as we receive such confirmation.It is our opinion that Mr. [redacted] did not perform his due diligence in buying this item. Further, he failed to follow good procedures in dealing with his shipping company. Even though it cannot be determined where the damage occurred, based on the seller statement that the item was in good working order at his location, the damage could have occurred either during shipping or when Mr. [redacted] was handling the item after he had received it. Mr. [redacted] is not willing to take any responsibility for his lack of due diligence before purchase, poor follow through with the shipping process, and possible damage he caused in the handling or assembling of the machine once he received it. Throughout this process, both the seller, Mr. Edmonson, and AIM Enterprises have performed above and beyond to assist Mr. [redacted].Please confirm that you have received this email, and feel free to call me if you have any questions.Thank you. Steve AIM Enterprises, Inc.1899 East Aurora Rd.Twinsburg, OH 44087Phone: [redacted]Web: www.skylinepictures.comOffice Hours: M-F 10am to 5pm EST
Thank you for bringing this to our attention. It seems there has been a miscommunication. Customer placed the order on February 2nd. We sent an acknowledgement that the order had been received on February 2nd. Her card was not charged as we do not charge card's until the item has been prepared for...
shipping. When customer's place an order in our system they are informed to allow 1 - 2 weeks for delivery. (see attachment for copy of our order form.)We received an e-mail from her on February 4th that she had ordered two by mistake. On February 5th we responded back saying we will correct the order and that her card had not been charged yet. She e-mailed back the same day saying thank you for the response. We received another e-mail February 6th asking when she would receive her order. We responded back on the 7th saying that her order was being shipped out that day. When our office reopened on Monday the 12th we saw a message that she had called. We spoke with her by phone on Monday and reassured her that her order had shipped as previously communicated on the 7th and that we could provide the tracking number. Once off the phone we sent an e-mail with the tracking number for her shipment. In checking, US Mail shows that is was delivered the same delay. See link below for confirmation.[redacted]Please see link below to follow the e-mail trail and I have also attached a file of the e-mails. Also, the second link is of the e-mail I sent to her on February 12th with the tracking number and I also attached a file of the e-mail.[redacted]In summary, we feel we provided good customer service. Customer placed the order on the second and was informed to allow 1 - 2 weeks for delivery. Customer changed her order on the 4th which we acknowledged on the 5th when our office was open. Her item was prepared for shipping on February 5th and her card was charged. She was notified that her order shipped on the 7th. We called her on the 12th and sent an e-mail with tracking. US Mail delivered the item on February 12th. Thank you again for bringing this to our attention. We always appreciate feedback from our customers to help us provide better customer service.
Initial Business Response /* (1000, 6, 2016/01/19) */
I have seen the complaint and I am very sorry for all that has happened. I did send out the picture but somehow it was lost in the mail. I went to send another on out bu noticed that the pictures had creases in them and I was waiting for...
another shipment of them. However, after waiting for them to come in from the artist, I decided to have the artist send the item directly to the customer. I have checked with US Mail and the item was delivered to the address at 1:36 this afternoon. The customer has not yet been charged for this item as I wanted to make sure that she got the picture before I did. I will be giving the customer a discount for this item as it was my fault that this situation happened. I am very sorry for all of this and I hope that she and her son in law enjoy the picture.
Initial Business Response /* (1000, 5, 2016/03/02) */
I am very sorry for the inconvenience to the customerI can understand how she is upset by this as it was my fault that this situation occurredI did have some trouble getting the print from the artistHowever, I was able to send one out when
I received them which I later received back damagedThis is when I decided just to have the artist send one to her directly to make things easierAs of yesterday she has received the picture and I will be giving her a discount and not charging her for the shippingWhen a customer places a order on the site it does not automatically charge their cardWe only run the card when the item has shippedWe do appreciate her business and I sincerely apologize for all of this
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fairJust need more honest communication during process
I am rejecting this response because:
t, and he would blame the buyer for not doing his “due diligence” The shipping company inspected the cartonNone of the problems with the machine were caused by shipping Mr*** took my money for an item that didn’t exist, and had someone send me a similar but older, non-working unit
Mr*** states "All Items are sold "As Is" and this protects him from any responsibility for bait & switch. He advertised a “good condition” FSC cutter “manufactured in 2008”I was sent a non-working unit manufactured the previous year (was when the FSC cutter was first soldBy changes were made to make up for deficiencies in the first design.) Mr *** says he is not responsible for what he publishes on his web site because the information comes from the sellerThe seller, Mr***, says he is not responsible for what Mr*** publishes on his web siteI did my due diligence by contacting the seller, Mr***, before the sale. What protection does a buyer have if Mr *** advertises a better and different item than what the seller arranges to ship? By Mr*** logic of not being responsible because “It is the responsibility of the buyer to crosscheck information with seller or manufacturer regarding descriptions that appear in this catalog.", Mr*** could advertise a bag of diamonds, then arrange for a seller to ship a bag of dog s
Revdex.com received the following email response from the business on 5/04/17 From:Date: Thu, May 4, 2017 at 10:55 AMSubject: Scott - Regarding Complaint by [redacted]To: Dear Scott,Thank you for contacting us regarding complaint from [redacted]. We strive at AIM to provide good...
customer service and leave customers satisfied. We provide support before and after a customer purchases a machine; whether purchased from us or elsewhere. We feel that we performed well in regards to Mr. [redacted].AIM is a dealer of new equipment, and a broker of used equipment. As a broker of used equipment, we connect the buyer and seller, and charge a fee to the buyer to do so. Equipment does not originate with us, nor did we collect any money for the machine that Mr. [redacted] purchased from the seller.Mr. [redacted] contacted us on February 7, 2017 regarding the following item in our catalog.UFE-C1360 Fletcher-Terry FSC Cutter Catalog Link http://www.skylinepictures.com/Mat_Board_Glass_Cutting_Equipment_ufec1360_...⇄ is a used machine, not originating with us. We listed this cutter for the seller based on information and photos that were provided to us by the seller. This is why we state on every page of our used item catalog the following:"All Items are sold "As Is". Although we strive to obtain the best information from the seller, AIM is not responsible for inaccuracies provided to us by the seller. It is the responsibility of the buyer to crosscheck information with seller or manufacturer regarding descriptions that appear in this catalog."There are no warranties or guarantees with used items. Further, we state on purchase information provided to buyer and seller the following:"It is the responsibility of the buyer to call seller and cross-check item bought with item appearing in listing; listing details, additional questions regarding equipment, and packing." We ask all customers to do their due diligence in crosschecking what they are purchasing. We provide protection to the buyer where if they do not complete the transaction with seller for any reason, AIM will not charge the brokerage fee. Even after the sale is completed we provide full refund of the brokerage fee if a seller accepts a return, provides a refund, and receives merchandise back. Mr. [redacted] decided to purchase this item on February 8th, so our representative coordinated the sale between him and the seller Mr. [redacted]. He made payment to Mr. Edmonson for $1,160 for the machine. He also made a payment of $290 to us (AIM) for the brokerage fee. Buyer was responsible for pickup / shipping. He either had to contract a shipping company, or pick it up personally.The seller, Mr. Edmonson mentioned that Mr. [redacted] was in a hurry to get the machine because he had a rush order that he needed to fill. -------------------------On April 5th, nearly 2 months after the purchase, Mr. [redacted] contacted us regarding his machine. He said that it was not cutting properly and sent a video showing us the challenge he was having. After reviewing his video, we forwarded back 2 attachments that instructed how to make adjustments to the machine that could help him in resolving the challenge. Soon after, Mr. [redacted] stated that the adjustments had not solved the problem. He sent additional photos and videos. After reviewing, tech support determined that a machine post was bent. -----------------------Since seller stated that machine was in good working order before it was picked up, we investigated further to determine how machine could have got bent/damaged. We emailed Mr. [redacted] on April 13th with the following questions"Here are a few questions that may provide you clarification:Before sending money to the seller, did you ask for a video of the machine in operation (similar to what you sent us?). Did you ask for any additional photos of the machine? Did you physically inspect the machine in person?Did you request additional photos of the machine showing it packed in the box, and condition of the outside of the box, to verify condition before it was picked up by your shipping company?Did you inspect the shipping box and the contents at the time of delivery for damage, while the delivery person was there? If so, did you make any notation on the shipping BOL to that effect." Mr. [redacted] response back that same day included the following statement "Your comments don’t reflect the bait & switch…. shipping a different item than you advertised."-------------------------In trying to resolve this situation, we contacted the seller on behalf of Mr. [redacted]. The seller acknowledged Mr. [redacted]' challenges, provided assistance, and even offered to provide a refund for the machine, even though the machine was in good working order before it was picked up, and all items are purchased "As Is." He asked Mr. [redacted] to send back the machine and he would then provide a refund. The seller stated that Mr. [redacted] then demanded the shipping charges to be refunded as well. Mr. Edmonson, wanting a resolution to this situation, agreed to those terms even though he had nothing to do with the shipping. At this point Mr. [redacted] expressed that he would not send anything back until he received the machinery refund plus the shipping.We had reiterated in writing to Mr. [redacted] on April 13th regarding our policy of refunding our brokerage fee if a seller accepts a return, provides a refund, and receives merchandise back. We have not received confirmation from the seller that this is true or has been done. We will be glad to provide a refund as soon as we receive such confirmation.It is our opinion that Mr. [redacted] did not perform his due diligence in buying this item. Further, he failed to follow good procedures in dealing with his shipping company. Even though it cannot be determined where the damage occurred, based on the seller statement that the item was in good working order at his location, the damage could have occurred either during shipping or when Mr. [redacted] was handling the item after he had received it. Mr. [redacted] is not willing to take any responsibility for his lack of due diligence before purchase, poor follow through with the shipping process, and possible damage he caused in the handling or assembling of the machine once he received it. Throughout this process, both the seller, Mr. Edmonson, and AIM Enterprises have performed above and beyond to assist Mr. [redacted].Please confirm that you have received this email, and feel free to call me if you have any questions.Thank you. Steve AIM Enterprises, Inc.1899 East Aurora Rd.Twinsburg, OH 44087Phone: [redacted]Web: www.skylinepictures.comOffice Hours: M-F 10am to 5pm EST
Thank you for bringing this to our attention. It seems there has been a miscommunication. Customer placed the order on February 2nd. We sent an acknowledgement that the order had been received on February 2nd. Her card was not charged as we do not charge card's until the item has been prepared for...
shipping. When customer's place an order in our system they are informed to allow 1 - 2 weeks for delivery. (see attachment for copy of our order form.)We received an e-mail from her on February 4th that she had ordered two by mistake. On February 5th we responded back saying we will correct the order and that her card had not been charged yet. She e-mailed back the same day saying thank you for the response. We received another e-mail February 6th asking when she would receive her order. We responded back on the 7th saying that her order was being shipped out that day. When our office reopened on Monday the 12th we saw a message that she had called. We spoke with her by phone on Monday and reassured her that her order had shipped as previously communicated on the 7th and that we could provide the tracking number. Once off the phone we sent an e-mail with the tracking number for her shipment. In checking, US Mail shows that is was delivered the same delay. See link below for confirmation.[redacted]Please see link below to follow the e-mail trail and I have also attached a file of the e-mails. Also, the second link is of the e-mail I sent to her on February 12th with the tracking number and I also attached a file of the e-mail.[redacted]In summary, we feel we provided good customer service. Customer placed the order on the second and was informed to allow 1 - 2 weeks for delivery. Customer changed her order on the 4th which we acknowledged on the 5th when our office was open. Her item was prepared for shipping on February 5th and her card was charged. She was notified that her order shipped on the 7th. We called her on the 12th and sent an e-mail with tracking. US Mail delivered the item on February 12th. Thank you again for bringing this to our attention. We always appreciate feedback from our customers to help us provide better customer service.
Initial Business Response /* (1000, 6, 2016/01/19) */
I have seen the complaint and I am very sorry for all that has happened. I did send out the picture but somehow it was lost in the mail. I went to send another on out bu noticed that the pictures had creases in them and I was waiting for...
another shipment of them. However, after waiting for them to come in from the artist, I decided to have the artist send the item directly to the customer. I have checked with US Mail and the item was delivered to the address at 1:36 this afternoon. The customer has not yet been charged for this item as I wanted to make sure that she got the picture before I did. I will be giving the customer a discount for this item as it was my fault that this situation happened. I am very sorry for all of this and I hope that she and her son in law enjoy the picture.