DearRevdex.com: Weare writing concerning the customer's complaint We understand the customerwanted to return the Kyrobak before his days and wanted return shippingpaid We are unable to refund thecustomers shipping because he returned before his [redacted] dayThecustomer placed the order online on February **, 2015, and was given the dayMoney Back Guarantee (MBG) when he placed the order The customer’s order was delivered to him on March*, 2015, and his day MBG ended on May *, Under the Guarantee, the customer has daysto return the unit for a refund of the purchase price If the customer keeps the unit for at leastdays of the days, we will return shipping both ways and refund theproduct price I sent copies of thepacking slip and the website, which both show the MBG guarantee and the dayruleAs apoint of information, paragraph two of the packing slip indicates that we will onlyrefund the purchase price if the product is returned before days, asindicated below: If you choose toreturn your Kyrobak products before days from delivery, we will refund yourproduct price only and the cost of postage is your responsibility Thecustomer called in to return on April **, 2015, and the package was received inour warehouse on April **, Thecustomer’s refund of $was processed on April **, Please note that it may take up to twobilling cycles for the customer to see his refundFor reference,I have attached copies of the packing slip and a screen print of the website,which both show the MBG guarantee and the day ruleWesincerely apologize for any inconveniencePlease have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance Thankyou, [redacted] RadiancyTeam
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Again I say the written guarantee should trump what you are told in the sales callI sent a copy to the Revdex.com and there is nothing that indicates that I have to keep it for daysAlso, I specifically asked when I called to return it if I should just hang on to it for days, if that would make a differenceI was not given a direct answerThey should provide the transcript of the call In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
DearRevdex.com: Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern Wework very hard to make sure that our shopper’s experience is a good one, and weappreciate any and all feedback. As astandard
operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service Thecustomer placed his order on December *, 2014, and was given the terms andconditions, as well as the day Money Back Guarantee (MBG) when he placed theorder online. The customer called our customer service linea few minutes after the order was placed to cancel the order. The agent told the customer that the orderhad not showed up in our system and that it takes 24-hours for the order toshow. The agent took the customersinformation and told him he would look for the order. If he was not able to find the order, hewould not call the customer back. The customeragreed and the agent did not call the customer back. Trackingindicates that the package was delivered to the customer. Additionally, the customer filed a chargebackon April * that was found in our favor. Wehave not received a return from the customer and on March **, the customer wasplaced in collections for $193.31. Wewill be happy to remove the customer from collections if he returns his no!no!or pays his debt owed. We cannot refundthe customer because he is outside of the Money Back Guarantee. Wesincerely apologize to the customer for any inconvenience. We welcome any questions that he mayhave. Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, ***
***RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I explained to Customer Service that I did not deliver the No No to my daughter until the middle of JanuaryShe called in as soon as she used it and realized it did not work as advertisedPlease reconsider my request for a refundThank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Michael Mccool
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The ad which I still have says nothing about keeping it for at least daysIt just says that they will refund purchase price, shipping and handling, and pay cost to ship it back to themduring the phone conversation, I asked if I kept it for days and then returned it, would it make a difference and was given an evasive answerI also resent the fact that they never bothered to respond to the email I sent or the written note I sent It comes down to truth in advertising and their ad does not indicate that it has to be kept for days It is not the $in return postage but the principle that they are not honoring their guarantee.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Their Return Policy & Procedures stated to obtain an RMA (return authorization) contact Customer Service Department at ###-###-#### which I did on April **,and the person I spoke to said I should put an R in front of my order number and return the product which is just what I didAs I stated before they owe me the $additional they had charged me plus since I returned the product like they told me so the owe me my return shipping of $18.66.** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
DearRevdex.com: Weare writing in response to the customer’s complaint. We understand he would like a refund, but isoutside of our day Money Back Guarantee (MBG). Thecustomer was given the terms and conditions of the purchase, including thepayment schedule and the day MBG, when he placed the order. Unfortunately, we cannot authorize a returnfor a refund because the customer called in to return outside of the MBG. Atthis point we consider the complaint closed. Wesincerely apologize to the customer for any inconvenience and welcome anyquestions that he may have. Please feelfree to contact us at *** Monday through Friday, between thehours of 6a to 6p (PST) for further assistance. Thankyou, ***
***RadiancyTeam
DearRevdex.com: Weare writing in response to the customer’s complaintWe understand that thecustomer placed her order online and would like a refund. Thecustomer was given the payment schedule at the bottom of the order page whenshe placed her order. For reference, wehave attached a screen shot with an arrow referencing the payment schedule. Thecustomer filed two chargebacks on April **, which were found in our favor. The customer also filed a chargeback on June**, which is still pending. As a pointof information, we cannot refund the account until this is resolved with thebank. We sincerely apologize tothe customer; however, we cannot authorize a return for a refund because thecustomer is outside of the Money Back Guarantee. Wewelcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, ***
***RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Good morning, While I respect your company's rules about the refund policy, please allow me a moment of your time. My father lives in Delaware and I live in Florida. He ordered your product in November as he began to budget for his holiday gifts. He came to visit me in January and wanted to give me the No No in person. We followed all the instructions and were disappointed it did not work. We then looked it up on the internet and saw all the websites with complaints. Right away, we called your Customer Service and explained our situation. We understand your rules, but with all the complaints filed (over 298) we would appeal to your company to make this situation right. As I explained to your Customer Service in all of my calls, he is years old, widowed in March of and now on a very restricted financial budget. It would be a kind gesture on your part to help offset this situation and create a better experience for at least one of your customers. Again, we understand your rules, but were really hoping for a better outcome. Thank you kindly
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwanted to return the Kyrobak before his 45 days and wanted return shippingpaid. We are unable to refund thecustomers shipping because he returned before his [redacted]...
day. Thecustomer placed the order online on February **, 2015, and was given the 60 dayMoney Back Guarantee (MBG) when he placed the order. The customer’s order was delivered to him on March*, 2015, and his 60 day MBG ended on May *, 2015. Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. Thisinformation was included on the website by clicking on the banner that reads “TryKyrobak 100% Risk-Free”. For reference,I have attached a screen shot of this. Additionally, this information was also included on the packing slipwhen the customer received his package. I have also included a sample copy of the packing slip. Thecustomer called in to return on April **, 2015, and the package was received inour warehouse on April **, 2015. As apoint of information, the customer has been refunded for the purchase price hepaid. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwanted to return the no!no! before her 45 days. Due to the nature of the complaint, thecustomer’s account has been reviewed. Thecustomer placed the order through our...
call center on April **, 2015. During this call, she was given the 60 dayMoney Back Guarantee (MBG) and was told about our 45 day rule when she placedthe order. The customer’s order wasdelivered to her on April **, 2015, and her 60 day MBG will end on June **,2015. Under the Guarantee, the customerhas 60 days to return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. This was also indicatedon the packing slip when she received the order. Thecustomer called in to return on May **, 2015, and was told she could return,but she would have to pay the postage to return. We will allow the customer to return before her45 days, however, we will only refund for the purchase price. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]
[redacted]RadiancyTeam
DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwanted to return the Kyrobak before his 45 days and wanted return shippingpaid. We are unable to refund thecustomers shipping because he returned before his [redacted] day. Thecustomer placed the order online on February **, 2015, and was given the 60 dayMoney Back Guarantee (MBG) when he placed the order. The customer’s order was delivered to him on March*, 2015, and his 60 day MBG ended on May *, 2015. Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. I sent copies of thepacking slip and the website, which both show the MBG guarantee and the 45 dayrule. As apoint of information, paragraph two of the packing slip indicates that we will onlyrefund the purchase price if the product is returned before 45 days, asindicated below: If you choose toreturn your Kyrobak products before 45 days from delivery, we will refund yourproduct price only and the cost of postage is your responsibility Thecustomer called in to return on April **, 2015, and the package was received inour warehouse on April **, 2015. Thecustomer’s refund of $199.94 was processed on April **, 2015. Please note that it may take up to twobilling cycles for the customer to see his refund. For reference,I have attached copies of the packing slip and a screen print of the website,which both show the MBG guarantee and the 45 day rule. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Again I say the written guarantee should trump what you are told in the sales call. I sent a copy to the Revdex.com and there is nothing that indicates that I have to keep it for 45 days. Also, I specifically asked when I called to return it if I should just hang on to it for 45 days, if that would make a difference. I was not given a direct answer. They should provide the transcript of the call.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear
Revdex.com: We
are in receipt of your inquiry and appreciate you reaching out directly to us
to help resolve our mutual customer’s concern. We understand that the customer
believes the no!no! was only one payment of $101.66.The
customer placed her order on January **, 2015, and was given the terms and
conditions, as well as the 60 day Money Back Guarantee (MBG) when she placed
the order online. Please note that the
price of the no!no! online today is not the same as it was in January. The
customer’s package was delivered to her on February *, 2015, and her MBG ended
on April *, 2015. On March *, her second
payment of $101.62 was taken from her card and on May **, she was put into
collections for the final payment of $101.62.
We cannot refund the customers payment of $101.62 and we cannot
authorize a return for a refund because the customer is outside of her
MBG. Additionally, we cannot remove the
customer from collections unless she pays her debt owed.For
reference, we have attached the screen shot of the payment screen. Under the section titled “Shopping Basket”,
it specifically says that the no!no! is three payments. We have also attached a screen shot of the
customers payment screen in our system.
We are unable to charge her card as her card was declined when we tried
to charge her on April *.We
sincerely apologize to the customer for any inconvenience. We welcome any questions that she may
have. Please feel free to contact us at ###-###-####, Monday
through Friday, between the hours of 6a to 6p (PST) for further
assistance.Thank
you,Julie
L[redacted]Radiancy
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ridiculous, but apparently is the best I'm going to get. I still do not understand - and I would think the Revdex.com might be concerned about this - why, if additional payments were required, I was never billed. All I ever received was the nasty "you are in collections because you haven't paid" notice. If my card was declined I can only assume it was because I received a new one with a different expiration date. Again, this could have been avoided, had they simply COMMUNICATED with me. My credit score is something in the area of 825. I am not a deadbeat, and really resent being treated like one. They continue to insist I had all the facts, and that they care about their customers, but they never once tried to clarity the situation for me when it became clear there was a misunderstanding.I sincerely thank the Revdex.com for their prompt action in this matter. I may not be "satisfied," but I at least you got them to respond, and I now have a clear understanding of the situation, and will -grudgingly - send them a check for the balance due.
Sincerely,
[redacted]
DearRevdex.com: Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern. Wework very hard to make sure that our shopper’s experience is a good one, and weappreciate any and all feedback. As astandard...
operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers. When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder. Additionally, I have included ascreen shot of the payment information. On this page, the customer enters name, address and credit cardinformation. The payment schedule isincluded at the very bottom of this screen,. Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service. Thecustomer placed her order on February **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when she placedthe order online. Under the Guarantee,the customer has 60 days to return the unit for a refund of the purchaseprice. If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price. Thecustomer called our customer service department on February ** to cancel theorder, but at this point, the order could not be canceled. She was told to call us as soon as thepackage was delivered and we would give her a return label to return the unit. The customer’s package was delivered to heron March *, 2015, and her MBG ended May *, 2015. The customer did not contact us again untilMay **. At this point the customer wastold she could not return because she was outside of the MBG. Additionally, the customer filed twochargebacks on April **, whichwere found in our favor. The customeralso filed a chargeback on June **, which is still pending. Wesincerely apologize to the customer; however, we cannot authorize a return fora refund because the customer is outside of the MBG. Wewelcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]
[redacted]RadiancyTeam
Dear
Revdex.com:We
are writing concerning the customer's complaint. We understand the customer has
not received her refund. Due to the
escalation, the account has been reviewed. The
customer called to return her no!no! on October *, 2015. The agent told the...
customer that if she
agreed to keep the unit, we would give her a 25% discount. This letter confirms that on October *, 2015,
the customer was refunded $98.94. It can
take up to two billing cycles for the financial institution to post the refund
to the customer’s account. For
reference, the time and date stamp for the refund is below. If the customer is unable to locate the
refund, please ask her to take this information to the bank to help them locate
it. Settlement Date and
Time: **-Oct-2015 22:21:23
EDTAdditionally,
we have no records of the customer trying to call us after the refund was
processed. We sincerely apologize to the
customer for any inconvenience. Please
have the customer contact us at ###-###-####, Monday through Friday,
between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm
(PST) for further assistance. .Thank
you,Julie
L[redacted]Radiancy
Team
Dear Revdex.com: We are responding to the customer’s complaint. We understand that the customer is requesting a refund for a no!no! unit. However, we are unable to locate an account for her based on the info provided in her complaint. In order to assist...
the customer, we will need to know where her purchase was made, for example, the infomercial, [redacted], [redacted], [redacted], [redacted]. Additionally, we will need the name, address and phone number the order was placed under, as well as the date the order was placed. Please note that if the customer did not purchase her no!no! through an approved dealer, she will have to request a refund from where she originally purchased the unit. As soon as we receive this information, we will be happy to try to assist the customer. We sincerely apologize to the customer. Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance. Thank You, Julie L[redacted] Radiancy Team
DearRevdex.com: Weare writing concerning the customer's complaint We understand the customerwanted to return the Kyrobak before his days and wanted return shippingpaid We are unable to refund thecustomers shipping because he returned before his [redacted] dayThecustomer placed the order online on February **, 2015, and was given the dayMoney Back Guarantee (MBG) when he placed the order The customer’s order was delivered to him on March*, 2015, and his day MBG ended on May *, Under the Guarantee, the customer has daysto return the unit for a refund of the purchase price If the customer keeps the unit for at leastdays of the days, we will return shipping both ways and refund theproduct price I sent copies of thepacking slip and the website, which both show the MBG guarantee and the dayruleAs apoint of information, paragraph two of the packing slip indicates that we will onlyrefund the purchase price if the product is returned before days, asindicated below: If you choose toreturn your Kyrobak products before days from delivery, we will refund yourproduct price only and the cost of postage is your responsibility Thecustomer called in to return on April **, 2015, and the package was received inour warehouse on April **, Thecustomer’s refund of $was processed on April **, Please note that it may take up to twobilling cycles for the customer to see his refundFor reference,I have attached copies of the packing slip and a screen print of the website,which both show the MBG guarantee and the day ruleWesincerely apologize for any inconveniencePlease have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance Thankyou, [redacted] RadiancyTeam
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Again I say the written guarantee should trump what you are told in the sales callI sent a copy to the Revdex.com and there is nothing that indicates that I have to keep it for daysAlso, I specifically asked when I called to return it if I should just hang on to it for days, if that would make a differenceI was not given a direct answerThey should provide the transcript of the call In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
DearRevdex.com: Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern Wework very hard to make sure that our shopper’s experience is a good one, and weappreciate any and all feedback. As astandard
operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service Thecustomer placed his order on December *, 2014, and was given the terms andconditions, as well as the day Money Back Guarantee (MBG) when he placed theorder online. The customer called our customer service linea few minutes after the order was placed to cancel the order. The agent told the customer that the orderhad not showed up in our system and that it takes 24-hours for the order toshow. The agent took the customersinformation and told him he would look for the order. If he was not able to find the order, hewould not call the customer back. The customeragreed and the agent did not call the customer back. Trackingindicates that the package was delivered to the customer. Additionally, the customer filed a chargebackon April * that was found in our favor. Wehave not received a return from the customer and on March **, the customer wasplaced in collections for $193.31. Wewill be happy to remove the customer from collections if he returns his no!no!or pays his debt owed. We cannot refundthe customer because he is outside of the Money Back Guarantee. Wesincerely apologize to the customer for any inconvenience. We welcome any questions that he mayhave. Please feel free to contact us at###-###-####, Monday through Friday, between the hours of 6a to 6p (PST)for further assistance. Thankyou, ***
***RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I explained to Customer Service that I did not deliver the No No to my daughter until the middle of JanuaryShe called in as soon as she used it and realized it did not work as advertisedPlease reconsider my request for a refundThank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Michael Mccool
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The ad which I still have says nothing about keeping it for at least daysIt just says that they will refund purchase price, shipping and handling, and pay cost to ship it back to themduring the phone conversation, I asked if I kept it for days and then returned it, would it make a difference and was given an evasive answerI also resent the fact that they never bothered to respond to the email I sent or the written note I sent It comes down to truth in advertising and their ad does not indicate that it has to be kept for days It is not the $in return postage but the principle that they are not honoring their guarantee.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Their Return Policy & Procedures stated to obtain an RMA (return authorization) contact Customer Service Department at ###-###-#### which I did on April **,and the person I spoke to said I should put an R in front of my order number and return the product which is just what I didAs I stated before they owe me the $additional they had charged me plus since I returned the product like they told me so the owe me my return shipping of $18.66.** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
DearRevdex.com: Weare writing in response to the customer’s complaint. We understand he would like a refund, but isoutside of our day Money Back Guarantee (MBG). Thecustomer was given the terms and conditions of the purchase, including thepayment schedule and the day MBG, when he placed the order. Unfortunately, we cannot authorize a returnfor a refund because the customer called in to return outside of the MBG. Atthis point we consider the complaint closed. Wesincerely apologize to the customer for any inconvenience and welcome anyquestions that he may have. Please feelfree to contact us at *** Monday through Friday, between thehours of 6a to 6p (PST) for further assistance. Thankyou, ***
***RadiancyTeam
DearRevdex.com: Weare writing in response to the customer’s complaintWe understand that thecustomer placed her order online and would like a refund. Thecustomer was given the payment schedule at the bottom of the order page whenshe placed her order. For reference, wehave attached a screen shot with an arrow referencing the payment schedule. Thecustomer filed two chargebacks on April **, which were found in our favor. The customer also filed a chargeback on June**, which is still pending. As a pointof information, we cannot refund the account until this is resolved with thebank. We sincerely apologize tothe customer; however, we cannot authorize a return for a refund because thecustomer is outside of the Money Back Guarantee. Wewelcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, ***
***RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Good morning, While I respect your company's rules about the refund policy, please allow me a moment of your time. My father lives in Delaware and I live in Florida. He ordered your product in November as he began to budget for his holiday gifts. He came to visit me in January and wanted to give me the No No in person. We followed all the instructions and were disappointed it did not work. We then looked it up on the internet and saw all the websites with complaints. Right away, we called your Customer Service and explained our situation. We understand your rules, but with all the complaints filed (over 298) we would appeal to your company to make this situation right. As I explained to your Customer Service in all of my calls, he is years old, widowed in March of and now on a very restricted financial budget. It would be a kind gesture on your part to help offset this situation and create a better experience for at least one of your customers. Again, we understand your rules, but were really hoping for a better outcome. Thank you kindly
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwanted to return the Kyrobak before his 45 days and wanted return shippingpaid. We are unable to refund thecustomers shipping because he returned before his [redacted]...
day. Thecustomer placed the order online on February **, 2015, and was given the 60 dayMoney Back Guarantee (MBG) when he placed the order. The customer’s order was delivered to him on March*, 2015, and his 60 day MBG ended on May *, 2015. Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. Thisinformation was included on the website by clicking on the banner that reads “TryKyrobak 100% Risk-Free”. For reference,I have attached a screen shot of this. Additionally, this information was also included on the packing slipwhen the customer received his package. I have also included a sample copy of the packing slip. Thecustomer called in to return on April **, 2015, and the package was received inour warehouse on April **, 2015. As apoint of information, the customer has been refunded for the purchase price hepaid. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwanted to return the no!no! before her 45 days. Due to the nature of the complaint, thecustomer’s account has been reviewed. Thecustomer placed the order through our...
call center on April **, 2015. During this call, she was given the 60 dayMoney Back Guarantee (MBG) and was told about our 45 day rule when she placedthe order. The customer’s order wasdelivered to her on April **, 2015, and her 60 day MBG will end on June **,2015. Under the Guarantee, the customerhas 60 days to return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. This was also indicatedon the packing slip when she received the order. Thecustomer called in to return on May **, 2015, and was told she could return,but she would have to pay the postage to return. We will allow the customer to return before her45 days, however, we will only refund for the purchase price. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]
[redacted]RadiancyTeam
DearRevdex.com: Weare writing concerning the customer's complaint. We understand the customerwanted to return the Kyrobak before his 45 days and wanted return shippingpaid. We are unable to refund thecustomers shipping because he returned before his [redacted] day. Thecustomer placed the order online on February **, 2015, and was given the 60 dayMoney Back Guarantee (MBG) when he placed the order. The customer’s order was delivered to him on March*, 2015, and his 60 day MBG ended on May *, 2015. Under the Guarantee, the customer has 60 daysto return the unit for a refund of the purchase price. If the customer keeps the unit for at least45 days of the 60 days, we will return shipping both ways and refund theproduct price. I sent copies of thepacking slip and the website, which both show the MBG guarantee and the 45 dayrule. As apoint of information, paragraph two of the packing slip indicates that we will onlyrefund the purchase price if the product is returned before 45 days, asindicated below: If you choose toreturn your Kyrobak products before 45 days from delivery, we will refund yourproduct price only and the cost of postage is your responsibility Thecustomer called in to return on April **, 2015, and the package was received inour warehouse on April **, 2015. Thecustomer’s refund of $199.94 was processed on April **, 2015. Please note that it may take up to twobilling cycles for the customer to see his refund. For reference,I have attached copies of the packing slip and a screen print of the website,which both show the MBG guarantee and the 45 day rule. Wesincerely apologize for any inconvenience. Please have the customer contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]RadiancyTeam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Again I say the written guarantee should trump what you are told in the sales call. I sent a copy to the Revdex.com and there is nothing that indicates that I have to keep it for 45 days. Also, I specifically asked when I called to return it if I should just hang on to it for 45 days, if that would make a difference. I was not given a direct answer. They should provide the transcript of the call.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear
Revdex.com: We
are in receipt of your inquiry and appreciate you reaching out directly to us
to help resolve our mutual customer’s concern. We understand that the customer
believes the no!no! was only one payment of $101.66.The
customer placed her order on January **, 2015, and was given the terms and
conditions, as well as the 60 day Money Back Guarantee (MBG) when she placed
the order online. Please note that the
price of the no!no! online today is not the same as it was in January. The
customer’s package was delivered to her on February *, 2015, and her MBG ended
on April *, 2015. On March *, her second
payment of $101.62 was taken from her card and on May **, she was put into
collections for the final payment of $101.62.
We cannot refund the customers payment of $101.62 and we cannot
authorize a return for a refund because the customer is outside of her
MBG. Additionally, we cannot remove the
customer from collections unless she pays her debt owed.For
reference, we have attached the screen shot of the payment screen. Under the section titled “Shopping Basket”,
it specifically says that the no!no! is three payments. We have also attached a screen shot of the
customers payment screen in our system.
We are unable to charge her card as her card was declined when we tried
to charge her on April *.We
sincerely apologize to the customer for any inconvenience. We welcome any questions that she may
have. Please feel free to contact us at ###-###-####, Monday
through Friday, between the hours of 6a to 6p (PST) for further
assistance.Thank
you,Julie
L[redacted]Radiancy
Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ridiculous, but apparently is the best I'm going to get. I still do not understand - and I would think the Revdex.com might be concerned about this - why, if additional payments were required, I was never billed. All I ever received was the nasty "you are in collections because you haven't paid" notice. If my card was declined I can only assume it was because I received a new one with a different expiration date. Again, this could have been avoided, had they simply COMMUNICATED with me. My credit score is something in the area of 825. I am not a deadbeat, and really resent being treated like one. They continue to insist I had all the facts, and that they care about their customers, but they never once tried to clarity the situation for me when it became clear there was a misunderstanding.I sincerely thank the Revdex.com for their prompt action in this matter. I may not be "satisfied," but I at least you got them to respond, and I now have a clear understanding of the situation, and will -grudgingly - send them a check for the balance due.
Sincerely,
[redacted]
DearRevdex.com: Weare in receipt of your inquiry and appreciate you reaching out directly to usto help resolve our mutual customer’s concern. Wework very hard to make sure that our shopper’s experience is a good one, and weappreciate any and all feedback. As astandard...
operating procedure, we conduct an extensive review and qualityassurance process prior to a website going “live.” We maintain this process in an on-going basisto ensure that the terms and conditions, as well as payment plans, are clearlystated for the viewer. Our goal is tomake sure that our visitors turn into well-informed buyers. When anorder is placed, the customer will see that the total due today is disclosedand the payment terms (if applicable) are also disclosed. Please note that this information is providedon the same landing page, as the page that the credit card information isentered. We do this because we want ourcustomers to see their full financial obligation at the time (and preferablyprior to) entering the credit/debit card information and proceeding with theirorder. Additionally, I have included ascreen shot of the payment information. On this page, the customer enters name, address and credit cardinformation. The payment schedule isincluded at the very bottom of this screen,. Oncethe customer has entered payment information, and has clicked through to completetheir shopping experience, the website will show that the order has beensubmitted, and the customer will receive an order confirmation email withcomplete details on how they can reach customer service. Thecustomer placed her order on February **, 2015, and was given the terms andconditions, as well as the 60 day Money Back Guarantee (MBG) when she placedthe order online. Under the Guarantee,the customer has 60 days to return the unit for a refund of the purchaseprice. If the customer keeps the unitfor at least 45 days of the 60 days, we will return shipping both ways andrefund the product price. Thecustomer called our customer service department on February ** to cancel theorder, but at this point, the order could not be canceled. She was told to call us as soon as thepackage was delivered and we would give her a return label to return the unit. The customer’s package was delivered to heron March *, 2015, and her MBG ended May *, 2015. The customer did not contact us again untilMay **. At this point the customer wastold she could not return because she was outside of the MBG. Additionally, the customer filed twochargebacks on April **, whichwere found in our favor. The customeralso filed a chargeback on June **, which is still pending. Wesincerely apologize to the customer; however, we cannot authorize a return fora refund because the customer is outside of the MBG. Wewelcome any questions that he may have. Please feel free to contact us at ###-###-####, Monday throughFriday, between the hours of 6a to 6p (PST) for further assistance. Thankyou, [redacted]
[redacted]RadiancyTeam
Dear
Revdex.com:We
are writing concerning the customer's complaint. We understand the customer has
not received her refund. Due to the
escalation, the account has been reviewed. The
customer called to return her no!no! on October *, 2015. The agent told the...
customer that if she
agreed to keep the unit, we would give her a 25% discount. This letter confirms that on October *, 2015,
the customer was refunded $98.94. It can
take up to two billing cycles for the financial institution to post the refund
to the customer’s account. For
reference, the time and date stamp for the refund is below. If the customer is unable to locate the
refund, please ask her to take this information to the bank to help them locate
it. Settlement Date and
Time: **-Oct-2015 22:21:23
EDTAdditionally,
we have no records of the customer trying to call us after the refund was
processed. We sincerely apologize to the
customer for any inconvenience. Please
have the customer contact us at ###-###-####, Monday through Friday,
between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm
(PST) for further assistance. .Thank
you,Julie
L[redacted]Radiancy
Team
Dear Revdex.com: We are responding to the customer’s complaint. We understand that the customer is requesting a refund for a no!no! unit. However, we are unable to locate an account for her based on the info provided in her complaint. In order to assist...
the customer, we will need to know where her purchase was made, for example, the infomercial, [redacted], [redacted], [redacted], [redacted]. Additionally, we will need the name, address and phone number the order was placed under, as well as the date the order was placed. Please note that if the customer did not purchase her no!no! through an approved dealer, she will have to request a refund from where she originally purchased the unit. As soon as we receive this information, we will be happy to try to assist the customer. We sincerely apologize to the customer. Please have the customer contact us at ###-###-####, Monday through Friday, between the hours of 6a to 6p (PST) or Saturday between the hours of 7am – 1pm (PST) for further assistance. Thank You, Julie L[redacted] Radiancy Team