Alder Flats

Due to a mistake in our product description the customers purchase was not what he wanted I explained to him that I would pay for shipping but he would be responsible for paying the additional cost for the item that he wanted He declined.After speaking with our Operations Manager I called Mr M [redacted] back and told him that we would be sending the correct flex lines at no additional charge due to the incorrect website description.The item is leaving this afternoon Hopefully we have resolved this matter with our customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***

Due to a mistake in our product description the customers purchase was not what he wanted.  I explained to him that I would pay for shipping but he would be responsible for paying the additional cost for the item that he wanted.  He declined.After speaking with our Operations Manager I...

called Mr M[redacted] back and told him that we would be sending the correct flex lines at no additional charge due to the incorrect website description.The item is leaving this afternoon.  Hopefully we have resolved this matter with our customer.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Dustin M[redacted]

The complaint of Mr. [redacted] is completely fraudulent. He is using any avenue possible to attempt to force our company to pay return postage fees on a mistake he made. [redacted] purchased a water softener from our company through Amazon. The water softener he purchased is far too large for his...

household. We did not advise him to purchase that large of an item for his house, we would never do so. He purchased online without consulting us, a plumber, or anybody. The product was received and because of the large size, he was unable to find a plumber to install it at a reasonable price. The plumbers in his area were quoting him $2000 for an install. We called various people who we have relationships with in the industry and were able to find installs for the $800 range. [redacted] was cooperative at first, he has stated the item was shipped correctly, that it was too large, and that no damage was done to the item. After not being happy with the product, he has made incorrect and fraudulent claims in attempt to strongarm 602abcWATER to pay for the return postage fees back. [redacted] attempted to open a claim with [redacted] to force us to pay, however, after [redacted] reviewed the emails back and fourth they denied his claim as the correct item was shipped. It is not the sellers responsibility to make sure the buyer orders the correct product online. If the customer calls the seller, seller will ask questions and make sure that the correct item is purchased, however, it is not feasible to call every single customer that places an order online to make sure they ordered the correct product. [redacted] claims we are deceptive in our practice, however, he is blatantly lying to get his way. He ordered a product, the description of the product is 100% correct, he ordered a product far too large for his household and simply does not want to pay to ship it back. I have attached 2 email chains to this email showing the entire conversations. [redacted] was cooperative, understood the product was correct and accepted the return policy if we could not find somebody to install. After hours were spent finding somebody at a reasonable price, he demanded free install, or demanded we pay to ship the item back, claims we should have known what he needed, even though he purchased online and we do not know anything about his household. He has made numerous threats in the 2nd email thread in an attempt to get us to pay for shipping. [redacted] simply placed an order online for something he knew nothing about and refuses to accept any responsibility for not doing his own research in purchasing the correct product. If you are ordering something online and do not consult anybody or ask the person you are purchasing from for advice, it is your own responsibility. To make a false claim with the Revdex.com in an attempt to get your way to correct a mistake that you made is fraudulent and unacceptable. [redacted] needs to take responsibility in his decision to purchase a product far too large for his household. We shipped him exactly what he ordered, he needs to pay to ship the item back if he wants a refund. We will not allow somebody to make false claims to our organization because of a mistake he made. Our [redacted] rating is over 99%. We provide our customers with great service and always make sure they make an educated decision on what product to order, however, if they place an order online and do not call or email for assistance, we have to assume that a customer ordered the product they want. There is no company out there that will call every single purchase made online to see if they ordered the correct product. He ordered a product, we shipped the correct product to him. He ordered too large of a water softener, we attempted to assist him in every way possible and found installers in his area. He refuses to accept responsibility for his purchase and is making false claims on every avenue he can in an attempt to get us to pay for his mistake. I have included some key quotes from the attached emails below:[redacted]: "I hope your rating on [redacted] doesn't matter to you"602abcWATER: "Of course it matters.  I will always have 99% happy customers.  I’m honest and fair, I even go out of my way to help.  I spent my time contacting installers in your local area to help you with installation at a fair price.  That doesn’t change the facts here though.  If you feel you made a bad choice in selecting your water softener and want a smaller one, I’m willing to help... There’s no need to threaten me with my rating or FL courts, it won’t bother me nor will it do you any good."[redacted]: "Your score will plummet in the next 5 minutes if you don't remove this 400 pound piece of junk"602abcWATER:  Do you have the soft water loop in your home already? The loop is basically an exposed water main normally in the garage, with a drain and power. What part isn't compatible with your home?  I'm sure we can help.  Maybe send me some photos of where your thinking to install it and I can go thru it with you and maybe even put a few phone calls in to a local plumber for you.[redacted]: "I do not have a previous salt walter loop. I wasnt home but they said no water main or drain accessible in home except near street 300 feet away and even that pipe is much too small"[redacted]He never contacted us prior to purchase, how does he to assume we are supposed to know where a water main or drain is accessible at his household, we do not know the layout of every single house. The basis of his argument is that we are supposed to know these things[redacted]602abcWATER: [redacted], are you interested in keeping the unit if it could be installed? We install thousands of these in AZ and I'm sure I can be of help. I googled your house and wow, what place! It looks amazing. It looks like the water meter is next to the driveway. Do you know where the water main enters the home? Usually in front near the hose bib. Maybe you could give me a call tomorrow and we can walk thru it and I can make a few phone calls to help you find a qualified installer?[redacted]: I already paid 3 people to tell it can't be done. Unless you have someone with an ironclad guarantee I would prefer to return it. I work nights out of town and it's difficult to meet with installers[redacted]He agreed until we found somebody, then changed his mind because he has to pay for installation. No plumber installs things for free.[redacted]: If you can find the installer and direct him I will agree.  Have him call my wife [redacted] at [redacted]  if you are unsuccessful I will pay the restocking fee It is very difficult to find an expert installer in Florida602abcWATER: [redacted], I found a great installer for you: [redacted]. ###-###-####. I spoke to them and they know what they are doing and are on the same page as far as normal costs go.  He wants to come by and see your house, so please give him a call if you haven't heard from him by the time I write this.[redacted]: sorry but kinetico in lutz offers free guarrenteed installations which is what I need[redacted]Mr. [redacted] directly stated if we can find an installer he'll agree, if we can't he will return and pay the restocking fee. He's clearly implying the product was purchased too large and he can't find an installer, and will accept any return postage or fees because of this, showing that it was not our mistake. We found an installer, then he suddenly changed his mind and then begins to make false and outlandish accusations in the following emails[redacted]: I was sold a unit you knew or should have known I could never use under false pretenses Therefore please take responsibility for your actions602abcWATER: [redacted], you purchased this unit on your own without my help or advice. I shipped the item to you.  You have what you purchased and our transaction is complete. If you still wish to return the item, please see our return policy posted on Amazon.  I have already authorized your return request.[redacted]How are we supposed to know he could not use the item without speaking to him? We sell plenty of these units, we cannot possibly know if it is the correct size for his household without him consulting us, that is Mr. [redacted]'s responsibility. That is when his direct threats were made[redacted]: "I hope your rating on [redacted] doesn't matter to you"602abcWATER: "Of course it matters.  I will always have 99% happy customers.  I’m honest and fair, I even go out of my way to help.  I spent my time contacting installers in your local area to help you with installation at a fair price.  That doesn’t change the facts here though.  If you feel you made a bad choice in selecting your water softener and want a smaller one, I’m willing to help... There’s no need to threaten me with my rating or FL courts, it won’t bother me nor will it do you any good."[redacted]: "Your score will plummet in the next 5 minutes if you don't remove this 400 pound piece of junk"[redacted]Once he realizes the shipping cost is quite expensive to return the item, he refers to making false claims and direct threats, blaming us for a mistake he made in his purchase[redacted]We have gone out of our way, spending hours to accommodate Mr. [redacted] to get his product installed at a reasonable price. Each attempt we made he began to make false accusations and have made fraudulent claims in an attempt to force us to lose money due to his mistake. We take great pride in our service and satisfaction. We are very knowledgeable in this business and take care of our customers. If they do not know what to order we make sure they order the correct product for their household. However, if somebody orders from us online and does not contact us, we cannot assume every person that places an order online orders the incorrect item. When purchasing products online it is the buyers responsibility to know what they need or to ask prior to making the purchase. My lengthy response to this claim should show how seriously we take our customer satisfaction and service, along with false claims as Mr. [redacted] has made. We will not accept responsibility for his error. We have done everything we can do assist him in this matter but he has been nothing but uncooperative and unreasonable. We have done everything we can to assist him. He has previously agreed to our return policy as documented. We can process a return once received, however, we will not be bullied by false claims and direct threats. If you have any questions or would like to follow up, please feel free to contact us anytime. Thank you. [redacted]602abcWATER###-###-####