Alkaline Water Plus: the Alkaline Water Ionizer Store LLC

We definitely don't hang up on peopleSo sorry that happened to youIt is likely that the cell phones got inadvertently disconnectedI can't imagine any other explanation for thatWith our company's policy of 60-day satisfaction guarantees for expensive equipment, they are intended only for those who keep all the pieces and return their items in like-new conditionThe very expensive piece of equipment was returned 1) without any plastic-bag protection, 2) the styrofoam piece was missing, and 3) there were other more minor things missing or wrong with the returnBecause the customer was wanting to purchase another even more expensive piece of equipment, when there was nothing wrong with the first piece, we didn't feel comfortable extending ourselves again for this customerWe worked with the customer on the first purchase, but felt there was too much risk with this customer, especially since this customer seemed unaware that there was anything wrong with the way she returned the equipmentI wouldn't want to engage in arguing with a customer about what careful and good treatment of expensive equipment means, and this is why I wasn't blunt with my explanation at firstEveryone has their own definition of "carefulness", and I can see this customer's idea was a world apart from my ideaI was a bit speechless at the condition that the equipment was returned and at that point was not willing to further business with this customerI am sorry for being this blunt nowI normally wouldn't say these things to a customer, but it is the reason

I am so sorry that this happened and am doubly sorry that our support staff didn't handle the customer's concerns more readilyWe will send the customer another pitcher immediately (this time with a timer)Again, I apologize for the customer's inconvenience [redacted]

I am so sorry that this happened and am doubly sorry that our support staff didn't handle the customer's concerns more readily. We will send the customer another pitcher immediately (this time with a timer). Again, I apologize for the customer's inconvenience. [redacted]

We definitely don't hang up on people. So sorry that happened to you. It is likely that the cell phones got inadvertently disconnected. I can't imagine any other explanation for that. With our company's policy of 60-day satisfaction guarantees for expensive equipment, they are intended only for...

those who keep all the pieces and return their items in like-new condition. The very expensive piece of equipment was returned 1) without any plastic-bag protection, 2) the styrofoam piece was missing, and 3) there were other more minor things missing or wrong with the return. Because the customer was wanting to purchase another even more expensive piece of equipment, when there was nothing wrong with the first piece, we didn't feel comfortable extending ourselves again for this customer. We worked with the customer on the first purchase, but felt there was too much risk with this customer, especially since this customer seemed unaware that there was anything wrong with the way she returned the equipment. I wouldn't want to engage in arguing with a customer about what careful and good treatment of expensive equipment means, and this is why I wasn't blunt with my explanation at first. Everyone has their own definition of "carefulness", and I can see this customer's idea was a world apart from my idea. I was a bit speechless at the condition that the equipment was returned and at that point was not willing to further business with this customer. I am sorry for being this blunt now. I normally wouldn't say these things to a customer, but it is the reason.

On April 20th [redacted] ordered a product. Then we never heard anything negative from her till she opened a "case" against us on PayPal. I communicated with Paypal. If the buyer would have emailed us with her complaint instead of going straight to PayPal it would have been a lot faster for her to get...

her refund. The way she did it though, we couldn't refund her directly because Paypal took the funds (for the chargeback process). We did tell Paypal that she was entitled to the refund and we didn't dispute it. Paypal held the money for a while (while they were reviewing the case) and then released the money to the customer. I will send you more evidence that [redacted] was refunded as fast as possible (considering she caused the slow-down herself) if you want it. Here is what Paypal wrote to us:The disputed amount has now been debited from your PayPal account for the following reason(s):Per your response, you accepted liability for this chargeback.Thank you for your patience during this process. We appreciate your business.