Allergy Buyers Group

Mrs [redacted] ,After checking back with the Manager who did your refund we have figured out that the retroactive 10% discount threw off the numbers in your order and we miscalculated your refundThe figure of $was correct and we made an error in the second refundWe have refunded the additional amount and you should have now received the total refund amount you are entitled toThanks for your patience

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Mrs [redacted] ,I'm very sorry for your is***s with this order, but I want to assure you we would never keep your money without providing the product you purchasedAs our Customer Service Manager may have explained to you, the problem with your order arose because you were somehow able to add items to your order which we have discontinuedWe apparently missed a listing on our website when removing this product and because they were no longer in our order fulfillment system it erroneously cancelled out your entire orderOnce we fixed the order in our system to only the items we sell, the customer service representative who handled your initial refund saw the new price and that caused our miscalculation on that refundI have spoken to our Customer Service Manager and believe that as of yesterday you have been refunded the remaining $you were owedWe are very sorry for the inconvenience with your order

Mrs [redacted] ,I'm very sorry for the delay in this, a mistake was made in your case and it was not sent to the right person for follafter your initial callI believe you have been sent a return label to send the unit back to us and the refund will be processed as soon as [redacted] confirms pickup of the unit from youIt may take a few days to credit your account but please know you will receive it as quickly as possibleThank you for your patience

Mr [redacted] ,Thank you for sending the picturesUpon review of the images it is clear that you unfortunately received one of our defective pillows (I know that sounds like a silly word to describe a pillow, but as I mentioned we do have about 1% that end up with this problem) I have asked our Customer Service Manager to reopen your case and contact you personally to handle your refundYou may keep the pillows for yourself or donate them, we will not require them to be shipped backI'm very sorry for your frustration in this caseThese are a fairly new product for us and not all of our customer service representatives know to ask for pictures when getting complaints about themThank you very much for your patience and I hope you will consider us for your future healthy home needs

Mrs [redacted] , our system shows a refund processed on 9/12/for the full amount of your purchase We apologize for the time it took to handle this, although items shipped back by the customer do tend to take longer to process as we do not have access to the shipping information in our company accountPlease let us know if there was any issue with the refund going throughThanks

Mr [redacted] ,According to our records, your card was refunded on 12/6/16.Looking through your case there appears to have been some miscommunicationOur return process with [redacted] requires Allergy Buyers Club to submit the unit's serial # to [redacted] in order to get a RA # that they use to track and process the returnWe never received the serial # from you so we were unable to get a return authorization from **Apparently you had gone directly to [redacted] to return the product, but we were not informed of this by [redacted] until 11/30/As our website states, our return process upon confirmation of item receipt is 10-business days, which we were able to improve upon and get you a refund within a weekI apologize for the delay in your refund but our return policy does state that no returns will be excepted without a Return Authorization NumberThat is to prevent situations like this where a unit "disappears" in the supplier system and we are not aware it has been returnedI hope that with the refund (for the full amount of your purchase) you are satisfied with how this was resolvedThanks again for your patience

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Thank you for the offer of taking the pure and dry back for a credit towards another product As the [redacted] Dehumidifier is within the day window, perhaps we can initiate a return on that as well, then use the credit to buy the [redacted] again? That sounds like [redacted] is going to win on the shipping Perhaps we could make that happen without shipping out the [redacted] ? Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [redacted] first attempted to charge me for the restocking fee, which should not apply So the business should not lecture me on reading the Return Policy when it does not follow itself Second, [redacted] did not offer me a return shipping label to reduce my shipping costs If the company offers to refund the difference in my shipping costs versus the amount of costs I would have incurred with the shipping label, I would accept the business' response Regards, [redacted]

Dear Mr ***,Thank you for your orders that were placed through our website, www.allergybuyersclub.com We are sorry that you had a problem with the Pure & Dry Whisper Pint w/Pump dehumidifier that you purchased on July 15, Our return procedure allows the customer to return their purchase for a refund (on most all items) within the first days for any reason After the first days, any item that fails to operate properly can be returned for warranty replacement within the warranty time frame, but not for a refund Unfortunately we cannot issue a refund in November on a purchase from July, but we can offer an exchange.We do understand that since you have purchased another brand dehumidifier you have no need for the warranty replacement of the Pure & Dry dehumidifier As a customer courtesy we can offer you a credit of the Pure & Dry purchase price toward any other product on our website We have hundreds of products including numerous air purifiers, vacuum cleaners, steam cleaners, and even pillows and beddingHopefully you can find an item or items that would be useful to you We have provided a return authorization # [redacted] which can be used to return the Pure & Dry and is good for two weeks We would need to receive the Pure & Dry back and your selection for a new product within the next days Customer satisfaction is very important to Allergy Buyers Club and we hope you will accept our offer.Sincerely, [redacted]

Mrs [redacted] ,I apologize for your experience buying from Allergy Buyers ClubWe have recently switched to a new order processing system and our customer service team has been going through a learning curveThis is not to make excuses, as your order should have been handled correctly regardless of the situation, which we failed to doI have checked with our finance department and they show your order being refunded on the morning of 12/28/through [redacted] The account is under the email provided ( [redacted] ) and shows as completedPlease let me know if this did not come through for any reasonI am sorry you feel we were dishonestWe do our best to promptly respond to each customer's issues but between the holidays and the new system we dropped the ball on your case

You have reached Allergy Buyers Club We sell a large variety of healthy home products including through our website at www.allergybuyersclub.com Our records indicate that Ms[redacted] ordered two sets of Pillow Covers and a twin organic cotton fitted pad on 11/15/2017, Invoice #*** We are sorry to learn that she was dissatisfied with the products she received As noted on our website under our return policies section, we do state that we are unable to accept returns for opened bedding items Ms [redacted] was not happy with the pillow covers and we, along with our supplier, did consider her request to return them due to her dissatisfaction with the placement of the zipper We did accept the return and refunded her the price she paid The pillow covers had not been used so we were able to offer an exception to our return policy in the case.With the twin mattress pad, the item had been washed prior to any request to return Although we do everything we can to accommodate our customers, once the item has been put through the washing machine cycle, we cannot accept a return It is necessary for our customers to inspect the merchandise, in this case the bedding pad, prior to use or washing for us to consider an exception to our return policy We did speak with our supplier and they declined to make an exception for us in this particular situation.I am sorry that we cannot offer a more favorable response to Ms***'s request in this instance Customer service is important to Allergy Buyers Club and we regret that we were unable to fully resolve this in the manner she desired.Sincerely, [redacted] ***Director,ABC Customer Service

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I have returned the unit and still have not received a refundI did get an email saying that I should contact the manufacturer of the unit to discuss trouble shooting before any other action will be takenI am not interested in trouble shooting or a replacement unitI simply want my money back, which should have already happened, according the earlier response Regards, [redacted]

Mr [redacted] ,I do want to make it very clear how sorry we are about the frustration we caused you during this process.This next part is not making excuses, I just hope that with a deeper explanation you will understand what happened here was not done with malicious intent on our part or is in anyway related to us waiting for holiday orders to come in to afford the refundWe have no record of your RMA number in our system, and we create an RMA record based on that #That record is then what Customer Service checks throughout each day to make sure we are following up with vendors to make sure they have received the item backWithout that followup, our accounts payable department was the only group aware that [redacted] had even received the item back and credited us for the returnThat's what I meant in my previous response when I said the unit "disappeared" from our Customer Service department radarObviously that explanation doesn't take away your frustration or give you back the time you spent dealing with this, and we are extremely sorry that you had such an unpleasant experience with us

Thank you for giving us the opportunity to respond to Mr [redacted] 's complaint We do sincerely apologize for his experience regarding his order with Allergy Buyers Club (order [redacted] placed on June 19, 2017) Unfortunately, the item that he ordered was discontinued and when we were notified of this circumstance, we did contact Mr [redacted] and offered a different model, but he preferred instead to cancel the order and receive a refundThere was a week delay in issuing the refund due to an error on our part and we do sincerely apologize for this The refund was issued on 7/18/ Below is the receipt number for the refund7/18/3:pm Refund Request Processed by [redacted] Accept Operation was successful P/N REF[redacted] Again, we are very sorry that we were unable to provide the product that was ordered and that there was a delay in issuing the refund We strive to provide excellence in products and customer service to all our customers We hope we will be able to regain Mr [redacted] 's confidence at a future time.Sincerely, [redacted] ***Director,Customer Service,Allergy Buyers Club [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Hi Ms [redacted] ,I believe at this point you have spoken to our Customer Service Manager and this issue has been resolvedWe wanted to re-emphasize that this occurred due to the timing of a price change for the package you ordered on the day of your order, and was caused by a system update error on our endAdditionally, we are looking into our case creation protocols and retraining some of our representatives due to the fact some of your communications were never logged in our system for follow-upWe apologize for the delay in your refund and hope you will continue to consider ABC for all your Healthy Home needs

Mr [redacted] ,I apologize for the delay in your refundWe recently switched to a new warehouse and there was a mistake tracking your return shipment which led to this delay in our refund systemI spoke to our Customer Service Manager today (1/26) and asked her to immediately refund your credit card and call you to explain the situation, which I have confirmed she didThank you very much for your patience and for being a valued customer of Allergy Buyers Club

Mr [redacted] ,I'm sorry we did not offer you the [redacted] optionI've spoken to our Customer Service department and asked them to add another $to your refund to cover the difference between your cost and what ours would have beenYou should be receiving an email notification of the refund by tomorrow eveningThank you for your patience

Mrs [redacted] ,I apologize for our poor communication regarding your issue, but as our Customer Service Manager communicated to you on 11/we had been working with the manufacturer to get a charger sent out to youI'm sorry this was such a slow process, and especially sorry we did not do a better job of keeping you updated on our progress with the manufacturerAt no point were we intentionally ignoring or forgetting about you and we have discussed the proper communication guidelines with the rep handling your caseI believe you have now received the charger but please let me know if there is anything else we can help you withThank you very much for your business