A&M excavation and demolition

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
I feel that I was placed in a no win situation by the owner of the business '***' in having to accept the stock certificates or lose the $I invested in the purchaseHe has a refund policy, if the merchandise is returned within 7-days after being delivered...obviously I tried to place this policy into practice before hand, trying to save he's company some shipping charges, but '***' refused to honor his companies return/refund policyI therefore had no choice but accept the stocks...and now I have no choice but to keep the stocks as I DO NOT trust him in honoring the return/refund policyI am NOT satisfied with the out come and WILL ONLY be satisfied in receiving a FULL REFUND!! This is one company that will NEVER see my return business ever!!
Regards,
*** ***

This complaint was resolved after working with the customer to help him understand the situation and instead of cancelling he is accepting delivery of the product as ordered. To clearly state the situation: Our website clearly communicates that normal orders take 3-7 weeks to ship due...

to stock registration process. The estimated ship date for this order was between 5/29-6/26/2015. This is highlighted during the order process (along with options if the customer wants something sooner) and on the customer’s order confirmation that he attached to the complaint.On 6/15/2015 we took the extra step to give the customer a heads up that the company he purchased changed their transfer agent which complicated the process a little, and had the potential of causing a delay but we would work it hard to keep within our promise date. Most customers appreciate the heads up. The customer initially wanted to cancel and then requested (on the phone and in writing) that we deliver the certificates as soon as we could.On 6/16/2015 we informed the customer of the good news that we had received the registered certificates and they could ship out immediately (9 days ahead of schedule). The customer said he would refuse shipment, wanted to cancel, and wanted a full refund.  As stated above, this complaint was resolved after working with the customer both before and after the complaint to help him understand the situation and instead of cancelling he is accepting delivery of the product as ordered.

What the customer describes is not how we do business! For over 13 years we have earned the deep respect of our customers due to our exceptional customer service. In all of our years of business, we have never experienced a customer like this. That is not to say that we haven’t had any issues, but in all cases, we bend over backwards and have been successful in resolving issues to the customer’s satisfaction.In this case, virtually everything in the customer complaint and his response is simply not true and we have the documentation to prove it. The crux of this issue is our cancellation policy which he continues to misstate even after repeated attempts to show him and his overt acceptance of the terms and conditions at the time he ordered. -- The customer says our policy is a full refund “if merchandise is returned after 7-days of being delivered”.  This is absolutely not true. -- Our policy is “Once we start the legal stock registration process (1-5 business days), it cannot be stopped so we cannot refund the stock portion (including giftize fee) of your order”.The customer cancelled, not 5 days into the order but 5 weeks into the order and wanted a full refund. Virtually all effort, costs, and fees were incurred at that point. We tried to work the issue with the customer but he said he would refuse delivery and wanted to cancel so we refunded the un-incurred costs.  Note that our policy is consistent with other merchants that provide custom products. It is designed to maximize the refund to a customer while considering the unique product we are selling (real stock that requires legal registration) and the costs and fees that we have incurred at the point of cancellation. Even without all this policy stuff, if we somehow screwed up, did not meet a commitment, we do the right thing. In this case, we clearly met or exceeded all commitments (including the ability to ship 9 days early).We continued to work with the customer in good faith after the complaint and reached a resolution where we would reinstate the order, ship the certificates with free paper frames and free shipping and he would agree to not refuse the shipment and close the dispute. The customer waited for delivery and then posted his latest response.It does not take Revdex.com to motivate us to meet or exceed our customer’s expectations, it’s in our DNA to do it. We treat our customers the way we want to be treated and have successfully done this for 13 years.