Allergy Buyers Group

In response to the claim by Ms. [redacted], Allergy Buyer’s Club does offer a 30 day return policy. If the product does not meet needs or expectations of our customer, it may be returned during that time frame for a refund or exchange, depending on the circumstance.  The units Ms. [redacted] ordered...

are accompanied by a one year warranty.  If the units are defective we will replace the units with another one of the same make and model, or comparable, for a period of one year after the purchase date.  When making recommendations to customers on humidifiers and similar products, we rely on the information regarding square footage supplied to us by the customer.  The Power Pure 3000 humidifiers are rated up to 400 square feet. This may vary slightly due to home layouts and placement of the unit. Ms. [redacted] may return the humidifier that malfunctioned to us for a replacement or call us for troubleshooting.  As an offer of goodwill and to assist Ms. [redacted] with her needs, we will honor a 25% discount on another humidifier. We will also cover the return shipping for the warranty replacement on the humidifier(s) which malfunctioned. She may contact us during our regular business hours and we will be happy to assist her with this transaction.  She may reach us via our website chat function and reference her order number, or call us at ###-###-####. We whole-heartedly stand by our products. Our customer service team is skilled with trouble-shooting and product recommendations. Ms. [redacted]’s experience with the units is not typical and we are trying to resolve this issue to her satisfaction while remaining in compliance with our published policies.

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 refund. There was a 3 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 7/18/2017.  Below is the receipt number for the refund. 7/18/2017 3:48 pm Refund Request Processed by [redacted]   Accept Operation was successful 289.00 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]

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 refund. We 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 back. Without that followup, our accounts payable department was the only group aware that ** had even received the item back and credited us for the return. That's what I meant in my previous response when I said the unit "disappeared" from our Customer Service department radar. Obviously 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.

Hi Ms. [redacted],I believe at this point you have spoken to our Customer Service Manager and this issue has been resolved. We 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 end. Additionally, 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-up. We apologize for the delay in your refund and hope you will continue to consider ABC for all your Healthy Home needs.

Review: Purchased air Quietpure Home Air Purifier on 3/29/16. Arrived on 4/2/16. Instructions on how to operate the unit with an android app were not included although advertised on the web site as fully operational. The unit is much louder than advertised on the web site. After a chat session and two calls to customer service (neither calls were answered in normal business hours advertised on the web site). I finally reached a 4th customer service agent that explained how to find the app. Other agents did respond and said there was no additional information and now app. After experimenting with the app, it is obviously in a beta state and not fully functional at this time. I returned the product with an RA# from the company with tracking numbers which I e-mailed to the company with no response. Both boxes were signed for by [redacted] at 8:49 on 4/14/16 at the return location. The web site clearly states action will be taken on a return 7-10 business days from when it was received. 10 business days expired at the end of 4/27. I called today and was told of personnel issues and it might take another week. I have a 2 page document to describe all the items that don't meet the advertising on this product, so I simply want a full refund due to false advertising and the company's inability to address the return within their own stated time frame of 7-10 days from receipt of the product at their facility.Desired Settlement: Full refund for false advertising

Business

Response:

I am writing you to discuss our resolution to this complaint. Upon receiving the complaint we checked our records and saw that Mr. [redacted] was on the list to be refunded. Due to a clerical error this had been delayed, so we immediately issued him a refund to his credit card. Because Mr. [redacted] also mentioned multiple concerns about the app and product, our Vice President of Merchandising called him and spent about 30 minutes on the phone addressing all of Mr. [redacted]’s concerns. We explained that the app was not in beta, but was a first generation production version, and like all apps would continue to improve as we made upgrades to it. Our VP of Merchandising shared some figures with Mr. [redacted] to assure him of the high level of quality our products must meet to be sold by Allergy Buyers Club and they were able to sort everything out. I hope this is enough to get the complaint resolved, please let me know if you need anything else. Thanks!- [redacted]

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved. Upper management was very kind to take the time to look into this product and hopefully make the necessary improvements.

Regards,