American Equipage, LLC

Revdex.com spoke to Patty at business and the following was relayed: A check was sent out to the customer yesterday

We will need his new address since he has moved We never received the change Once we have the new address we will send the check right outthanks

Hello, order was shipped .. tracking # [redacted] UPS. Christmas rush slowed some shipping down. but order shipped. thanks

This customer was told that these boots were made again and that we weren't sure of the date.  He agreed to wait for the back order and then we didn't hear from him again. If he had asked for a refund we would have refunded him at anytime . He had let us know he wanted to wait so we...

didn't refund him.  All he had to do was let us know.  thanks

this customer was refunded . We did communicate with her as she wrote in her note ., we had responded and she has been fully refunded, sometimes refunds take up to a week to show up. thanks

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

HI [redacted], no worries, here is your transaction #[redacted], sometimes cc companies take a little longer to issue refunds. This may take a few days. thanks again, Roxy

Customer was informed and refunded in a timely manner. here is 
the transaction # for the refund processed on the 19th of July. please check with your
cc company. [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
Evidently this company and I have very different views about customer service.The complaint history is:10/31/14 eMail acknowledgement of or by company11/11/14 eMail request by me for status of shipping11/13/14 eMail notification to company that I was charging the order back (Between 10/31/14 and 11/13/14 I made at least three phone calls to the company - and was prompted by answering system to leave  a message and they would get back to me.)
11/17/14 Phone call from company advising me that they would ship immediately.  I said I would accept the item but I would remove the charge back only when the item arrived.Today Still no item.  I assume the company is not going to ship. Their response seems to attempt to make me the problem when it is clear that they have not done due diligence in fulfilling my order! I CONSIDER THE COMPLAINT CLOSED BUT NOT TO MY SATISFACTION.
Regards,
[redacted]

Customer was informed that item was discontinued and refunded. Please remember it takes some time to show up on their credit card statement.

Hi [redacted], you have already been fully refunded, please check with your credit card company. thanks again, [redacted]

Customer could have asked for a refund at anytime and we would have gladly given him the refund ,but he had already filed a charge back .

Customer has been fully refunded for a back ordered pair of boots.Sometimes the Credit Card companies take a cycle for this to show.thanks again, [redacted]@AMEQ

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.  I don't believe for a second that this business really tried to contact me via email to refund our money as I checked my spam folder and there is zero response.  Their story about records being purged after 90 days doesn't line up either as I pursued a refund way before that period.  This is a shady business with shady practices and it takes filling complaints with [redacted] and the Revdex.com to get issues resolved.  Did they refund our money?  Yes.  If it is acceptable is borderline and they need to 100% change the way they do business.
Regards,
[redacted]

Customer was informed of the back order status, and was fully refunded. Please check your CC statement.

This is a veteran owned business and customer called when store was closed for the weekend and for veterans day. He was called the next day and we were told he had already charged his card back .. thanks

HI [redacted], The store was closed for the Christmas/new years holiday, when you purchased. I will process this order this week.  I wrote an email to you as well. thanks again, [redacted]

We had emailed you letting you know that this item was on back order until November 12th. but never heard back from you . Please let us know if you want a refund or wait for the back order. thanks,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] we wrote & informed you these were on back order. nonetheless,  You have already been refunded. thanks again, Patty