Customer ordered and received exactly the same productThere is a similar product available, with a different name and product SKUWe fulfilled the order exactly as it was placed by the customerPlease see the attached documents: original order invoice with product SKU, and our PO/order confirmation with the product sent to customerIt would be a mistake and bad business if we sent different products to our customers, instead of what they actually ordered
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted]
The DMV paper work was incorrect and had to be returned to the auctionThe paper work has been completed and mailed out to the customerWe apologize for any inconvenience
This item was shipped to the vendor and received on 8/13/ The customer was notified by email that the refund would take several days to process For some reason the customer proceeded to file a Paypal charge-back against us the very next day on 8/14/15, we have notified Paypal that the customer is due a refund on this transaction several days later once the return shipment was inspected and confirmed However, a refund transaction cannot be executed (this is a function of the bank and PayPal not our) for his account until the charge-back case is resolved and closed out We are not at all disputing the fact that the customer is due a refund and that the merchandise has been received, however, because the customer disputed the transaction via a charge-back there is nothing we can do until the charge-back is resolved Since the charge-back should be resolved in the customer's favor as we are not fighting it, there is nothing to be done at this point on our behalf
Customer placed order on 08/24/(Wednesday)Order was shipped on 08/29/(Following Monday, business days later) via [redacted] - Tracking number provided as attachmentCustomer received the order one week later on 09/07/2015, shipping took a little bit longer than normal as it was sent over Labor Day Weekend.While it's unfortunate that the customer expected to receive the product at an earlier date, we would never promise someone a delivery date of 1-days from time of purchase on a patient lift The reason being, is that it's an impossible timeline for anything but the smallest items; a 1-day delivery timeline can only be achieved with, 2nd or Next Day air shipping For patient lifts which generally weigh around 100lbs and are packaged in a large box, the cost of shipping it by air would easily exceed the cost of the product They are shipped within 1-business days from the time that the order is placed and are sent via a Ground or an LTL (Less than Truckload) Shipping service to the customer and generally arrive within 3-business days; furthermore this is a service that we offer free of charge for all of our patient lifts I have attached an image of our product details page that clearly states that items are "shipped within 1-days" meaning that the item will be shipped out within 1-days The customer most likely mistook that to mean that the order would be delivered within 1-days.When an item is returned, we incur a significant expense in repackaging, inspecting, re-stocking the items, hence we apply a 25% restocking fee which is outlined on our return-merchandise page https://www.amicamedicalsupply.com/return-merchandiseWe work hard to provide a great customer experience and take these complaints very seriously I would like to apologize to the customer that she had a hard time reaching a customer service representative, as we were short staffed during the week leading up to Labor Day weekend However this item was shipped and delivered quickly and without issue, hence the request to waive the restocking fee is unwarranted
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, the Revdex.com should be aware that I also disputed this charge with my credit card company, Chase BankAmica Medical informed Chase Bank last week that they did not credit my return back to my credit card BECAUSE they denied ever receiving the returned item from the shipperIt is interesting this business acknowledges to the Revdex.com they indeed received the returned item and told the credit card company they never received the return and that was the reason they did not credit my accountThese people are outright liarsThe facts show the item was received back to Amica on 8/13/by Fed Ex recordsI spoke to Amica on 8/21/regarding my credit, they denied ever receiving the item back that Fed Ex say was delivered on 8/13/They advised me to wait a couple of weeks which I didOn 9/8/2015, after days past, I attempted to contact Amica MULTIPLE times throughout the day, they would not answer my calls; I left several messages to return my callMy call was never returnedI checked my on line credit card statement and there was no credit as of 9/8/2015, I therefore notified my credit card company of the disputeMake no mistake about it, AMICA Medical Supply are a bunch of *** ***And NO, my complaint is not satisfied
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
As stated in the above documentation, we did not fight the charge back and it was resolved in the customer's favor It just needed some time to go through the bank's dispute process, had the customer not initiated the charge-back process the refund could have been issued right after the item was processed by the returns department, which would have been about a month earlier.Documentation is below:We
received notice from the buyer's financial institution that Case ID
PP-004-181-244-has been decided in the buyer's favor
Here
are the case details:
Buyer's
name: *** ***
Buyer's
email: ***
Buyer's
transaction ID: ***
Invoice
ID: ***
Transaction
date: July 16,
Transaction
amount: $199.95 USD
Disputed
amount: $188.95 USD
We take these complaints very seriously and always try to work things out with our customers before they feel the need to escalate the process
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***
This item was shipped to the vendor and received on 8/13/15. The customer was notified by email that the refund would take several days to process. For some reason the customer proceeded to file a Paypal charge-back against us the very next day on 8/14/15, we have notified Paypal that...
the customer is due a refund on this transaction several days later once the return shipment was inspected and confirmed. However, a refund transaction cannot be executed (this is a function of the bank and PayPal not our) for his account until the charge-back case is resolved and closed out. We are not at all disputing the fact that the customer is due a refund and that the merchandise has been received, however, because the customer disputed the transaction via a charge-back there is nothing we can do until the charge-back is resolved. Since the charge-back should be resolved in the customer's favor as we are not fighting it, there is nothing to be done at this point on our behalf.
1. Customer placed order on 08/24/2016 (Wednesday)2. Order was shipped on 08/29/2016 (Following Monday, 2 business days later) via [redacted] - Tracking number provided as attachment3. Customer received the order one week later on 09/07/2015, shipping took a little bit longer than normal...
as it was sent over Labor Day Weekend.While it's unfortunate that the customer expected to receive the product at an earlier date, we would never promise someone a delivery date of 1-2 days from time of purchase on a patient lift. The reason being, is that it's an impossible timeline for anything but the smallest items; a 1-2 day delivery timeline can only be achieved with, 2nd or Next Day air shipping. For patient lifts which generally weigh around 100lbs and are packaged in a large box, the cost of shipping it by air would easily exceed the cost of the product. They are shipped within 1-2 business days from the time that the order is placed and are sent via a Ground or an LTL (Less than Truckload) Shipping service to the customer and generally arrive within 3-5 business days; furthermore this is a service that we offer free of charge for all of our patient lifts. I have attached an image of our product details page that clearly states that items are "shipped within 1-2 days" meaning that the item will be shipped out within 1-2 days. The customer most likely mistook that to mean that the order would be delivered within 1-2 days.When an item is returned, we incur a significant expense in repackaging, inspecting, re-stocking the items, hence we apply a 25% restocking fee which is outlined on our return-merchandise page https://www.amicamedicalsupply.com/return-merchandise. We work hard to provide a great customer experience and take these complaints very seriously. I would like to apologize to the customer that she had a hard time reaching a customer service representative, as we were short staffed during the week leading up to Labor Day weekend. However this item was shipped and delivered quickly and without issue, hence the request to waive the restocking fee is unwarranted.
Customer ordered and received exactly the same productThere is a similar product available, with a different name and product SKUWe fulfilled the order exactly as it was placed by the customerPlease see the attached documents: original order invoice with product SKU, and our PO/order confirmation with the product sent to customerIt would be a mistake and bad business if we sent different products to our customers, instead of what they actually ordered
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted]
The DMV paper work was incorrect and had to be returned to the auctionThe paper work has been completed and mailed out to the customerWe apologize for any inconvenience
This item was shipped to the vendor and received on 8/13/ The customer was notified by email that the refund would take several days to process For some reason the customer proceeded to file a Paypal charge-back against us the very next day on 8/14/15, we have notified Paypal that the customer is due a refund on this transaction several days later once the return shipment was inspected and confirmed However, a refund transaction cannot be executed (this is a function of the bank and PayPal not our) for his account until the charge-back case is resolved and closed out We are not at all disputing the fact that the customer is due a refund and that the merchandise has been received, however, because the customer disputed the transaction via a charge-back there is nothing we can do until the charge-back is resolved Since the charge-back should be resolved in the customer's favor as we are not fighting it, there is nothing to be done at this point on our behalf
Customer placed order on 08/24/(Wednesday)Order was shipped on 08/29/(Following Monday, business days later) via [redacted] - Tracking number provided as attachmentCustomer received the order one week later on 09/07/2015, shipping took a little bit longer than normal as it was sent over Labor Day Weekend.While it's unfortunate that the customer expected to receive the product at an earlier date, we would never promise someone a delivery date of 1-days from time of purchase on a patient lift The reason being, is that it's an impossible timeline for anything but the smallest items; a 1-day delivery timeline can only be achieved with, 2nd or Next Day air shipping For patient lifts which generally weigh around 100lbs and are packaged in a large box, the cost of shipping it by air would easily exceed the cost of the product They are shipped within 1-business days from the time that the order is placed and are sent via a Ground or an LTL (Less than Truckload) Shipping service to the customer and generally arrive within 3-business days; furthermore this is a service that we offer free of charge for all of our patient lifts I have attached an image of our product details page that clearly states that items are "shipped within 1-days" meaning that the item will be shipped out within 1-days The customer most likely mistook that to mean that the order would be delivered within 1-days.When an item is returned, we incur a significant expense in repackaging, inspecting, re-stocking the items, hence we apply a 25% restocking fee which is outlined on our return-merchandise page https://www.amicamedicalsupply.com/return-merchandiseWe work hard to provide a great customer experience and take these complaints very seriously I would like to apologize to the customer that she had a hard time reaching a customer service representative, as we were short staffed during the week leading up to Labor Day weekend However this item was shipped and delivered quickly and without issue, hence the request to waive the restocking fee is unwarranted
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, the Revdex.com should be aware that I also disputed this charge with my credit card company, Chase BankAmica Medical informed Chase Bank last week that they did not credit my return back to my credit card BECAUSE they denied ever receiving the returned item from the shipperIt is interesting this business acknowledges to the Revdex.com they indeed received the returned item and told the credit card company they never received the return and that was the reason they did not credit my accountThese people are outright liarsThe facts show the item was received back to Amica on 8/13/by Fed Ex recordsI spoke to Amica on 8/21/regarding my credit, they denied ever receiving the item back that Fed Ex say was delivered on 8/13/They advised me to wait a couple of weeks which I didOn 9/8/2015, after days past, I attempted to contact Amica MULTIPLE times throughout the day, they would not answer my calls; I left several messages to return my callMy call was never returnedI checked my on line credit card statement and there was no credit as of 9/8/2015, I therefore notified my credit card company of the disputeMake no mistake about it, AMICA Medical Supply are a bunch of *** ***And NO, my complaint is not satisfied
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
As stated in the above documentation, we did not fight the charge back and it was resolved in the customer's favor It just needed some time to go through the bank's dispute process, had the customer not initiated the charge-back process the refund could have been issued right after the item was processed by the returns department, which would have been about a month earlier.Documentation is below:We
received notice from the buyer's financial institution that Case ID
PP-004-181-244-has been decided in the buyer's favor
Here
are the case details:
Buyer's
name: *** ***
Buyer's
email: ***
Buyer's
transaction ID: ***
Invoice
ID: ***
Transaction
date: July 16,
Transaction
amount: $199.95 USD
Disputed
amount: $188.95 USD
We take these complaints very seriously and always try to work things out with our customers before they feel the need to escalate the process
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***
This item was shipped to the vendor and received on 8/13/15. The customer was notified by email that the refund would take several days to process. For some reason the customer proceeded to file a Paypal charge-back against us the very next day on 8/14/15, we have notified Paypal that...
the customer is due a refund on this transaction several days later once the return shipment was inspected and confirmed. However, a refund transaction cannot be executed (this is a function of the bank and PayPal not our) for his account until the charge-back case is resolved and closed out. We are not at all disputing the fact that the customer is due a refund and that the merchandise has been received, however, because the customer disputed the transaction via a charge-back there is nothing we can do until the charge-back is resolved. Since the charge-back should be resolved in the customer's favor as we are not fighting it, there is nothing to be done at this point on our behalf.
1. Customer placed order on 08/24/2016 (Wednesday)2. Order was shipped on 08/29/2016 (Following Monday, 2 business days later) via [redacted] - Tracking number provided as attachment3. Customer received the order one week later on 09/07/2015, shipping took a little bit longer than normal...
as it was sent over Labor Day Weekend.While it's unfortunate that the customer expected to receive the product at an earlier date, we would never promise someone a delivery date of 1-2 days from time of purchase on a patient lift. The reason being, is that it's an impossible timeline for anything but the smallest items; a 1-2 day delivery timeline can only be achieved with, 2nd or Next Day air shipping. For patient lifts which generally weigh around 100lbs and are packaged in a large box, the cost of shipping it by air would easily exceed the cost of the product. They are shipped within 1-2 business days from the time that the order is placed and are sent via a Ground or an LTL (Less than Truckload) Shipping service to the customer and generally arrive within 3-5 business days; furthermore this is a service that we offer free of charge for all of our patient lifts. I have attached an image of our product details page that clearly states that items are "shipped within 1-2 days" meaning that the item will be shipped out within 1-2 days. The customer most likely mistook that to mean that the order would be delivered within 1-2 days.When an item is returned, we incur a significant expense in repackaging, inspecting, re-stocking the items, hence we apply a 25% restocking fee which is outlined on our return-merchandise page https://www.amicamedicalsupply.com/return-merchandise. We work hard to provide a great customer experience and take these complaints very seriously. I would like to apologize to the customer that she had a hard time reaching a customer service representative, as we were short staffed during the week leading up to Labor Day weekend. However this item was shipped and delivered quickly and without issue, hence the request to waive the restocking fee is unwarranted.