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
Hello, After looking into this order and the listing, I see through the correspondence between the customer and our CSR, the reason for this return request is 'buyer's remorse'I have verified this is the case because of the following reasons: * The listing states a red awningThe pictures show the awning as red * How monitors display colors will vary from model to model as well as how people have adjusted their monitor settings, so we cannot match exact shade of a color every person is seeing on their screen * We have to use the base color to cover all shades within that color because the minute we say 'sky blue' or 'burgundy red', it become more of a matter of interpretation, so for years now we have chosen to say 'red', 'white', 'blue', etcwhen describing the color of items like this * The customer didn't like the shade of red for what seems like it doesn't match their house, maybe outdoor furniture, etcand that is completely ok, but it is costly to ship product for people to see if they like the item or notWhen this is the case we do allow returns (even up to days as long as the product is in new condition and in the original packaging), only the customer is responsible for return shippingWe do state they can use whichever carrier is most cost-effective for them; just to let us know the tracking number so we can monitor the return and refund them in a timely manner, minus a processing fee * There were no manufacturer defects or damage to the items either We did offer the customer a discount to keep the awnings as an option, but have also given them the return instructions Thank you,
Hello Revdex.com, I looked into this order and see that one of our CSRs tried contacting [redacted] last month to let her know she had presented a case for her and received approval to refund her in full without having the product returnedI do not see any correspondence back from [redacted] on that I did also see that [redacted] tried to open a chargeback case with Amazon, but Amazon successfully defended against itWe refunded the car last month so hopefully this resolves the complaint Very strange though about the chargeback and no return correspondence from her when we were letting her know she would be refunded We have also taken some of her points and forwarded them to our marketing department to look into for future listing details Thank you,
Hello, The item purchased is a 10’x20’ pop up gazebo tentBeing a pop up style, it is meant to be able to put up fairly quickly with 2-people for a temporary event and has thinner poles (than a medium or heavy duty tent) to keep it a manageable weight, so it is not designed to hold the weight of rain, ice, snow, or windsIts purpose as stated in the listing is to provide cover from the sun and we specifically state we do not recommend leaving it sin windy or adverse weather conditions The customer by their own admission stated, “During a sudden and unexpected thunder storm the gazebo collapsed” [emphasis mine]We provided exactly what the listing stated, and was free from damage or defectBecause the customer used the product contrary to the listed use of the tent, it was subject to the rain of a thunder storm and possibly wind also, which put too much weight on the legs, causing it to collapseThis is not a manufacturer defect or problem with the product, because we never claimed this tent was medium or heavy duty, nor did we say it could be left up in all weather conditions.I have attached screen shots from the listing We have sold these tents for years and have a listing that gives all necessary informationUnfortunately we are unable to make people read them or follow the information in themWe also have been in contact with the customer, but he continues to write and call argumentatively because we have explained to him many times we are unable to refund or exchange, because the problem wasn’t a manufacturer defect, it was because of improper use of the tentThe only time a call is hung up on, is when the customer continues to use bad language, yell, or being extremely hostile/argumentative, but only after multiple attempts to get them to change His desired settlement is: “Any refund or exchange and acknowledgement of wrong doing and poor customer service.” We actually have very high positive customer service on all marketplaces we sell on, but unfortunately in this case the he equates good customer service with getting his way so since we didn’t do this, he thinks we have poor customer serviceAs anyone can see from the information above, there has been no wrong doing on our part eitherWe stand by what we have told him multiple times previouslythere isn't anything we can do for him
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.? I have received the refund, didn't notice it until I saw your message.? Issue is resolvedThanks for your help.? ? Sincerely, [redacted] ?
Hello,This was communicated via emailWe shipped out the replacement chairs last week, but they were lost in transitI tried to ship out another set, but the warehouse said these were out of stock, with more to arrive in 2-weeks.We just need to know how you wish to proceed; wait for the chairs to come in, or have us refund you
Complaint: [redacted] I am rejecting this response because: Mir has been admitted these are not red both by Sears and aosom in email attached I did return the awnings which Aosom did receive by UPS on 5/5/and I still have no refund Also their "processing fee" changes every email I would like a full r runs for even having to return these wrong color awnings.Sincerely, [redacted] ***
***, Looking into this I found the customer’s message to us after EBAY had denied his claim “I have tried to work with ebay and they said this item can't be returned...so I am asking you to handle this...I have contacted you and you threw me back to ebay now they don't want to return item or deal with this...I am giving you the opportunity to deal with this...you have notes in your file...either issue me a refund...send me a new kennel or I will report you and ebay to the Revdex.comI have been more then patient with both of you...as a member with ebay for almost yrs I have never had an issue before...and I am not going to take being treated this way...I have tried to work your process through ebay but they closed the return on this product...” This pet playpen has been a very popular one for us over the years, because of its portability and being light-weightThe title also states ‘ Soft Folding Pet Playpen ”It is durable but not indestructibleWe state specifications on the site so that people can reason if the item is going to be right for their pet; Net Weight: lbs., 46” diameter x 29-3/4” highA lb dog can definitely fit inside, but I don’t think they would be very happy for very long, especially if left in there for the day as the customer stated, “The kennel was used in an extra bedroom in my home to contain the dog while at work.” I may be wrong, so I defer to any large pet owners who read thisI’m sure the dog may have tried to escape the playpen, being in distress as the customer stated, and being such a large dog, he probably used his weight and power which would definitely take a toll and push beyond the limits of the material We do feel for the dog and for the possibility it was put in distress in the playpen, so we are refunding the playpen for this reason (PayPal refund: Unique Transaction ID # [redacted] ) ? Thank you
Hello, Unfortunately this was a miscommunication, because Sears had messaged on behalf of the customer that an item had been returned and listed only one tracking number, so only one of his items was refunded minus a 15% restocking fee because it was cancelled after the order had shippedGoing back and looking at all the original tracking numbers, I see they all were returned (FedEx places an RTS label on top of the original, so our warehouse would not know who the box belonged to), so I notified our accounting to refund the remainder of the order including the restocking fee; $$was previously refundedSo now the entire has been refunded.Thank you for your patience and understanding
Hello,Unfortunately this was due to much miscommunication because the CSRs she communicated with were asking for specific order information because they couldn't find her name or order in our current systemThis was because it was from last year and archivedI have obtained the order information from our IT department and have emailed the customer apologizing for this communication problemWe have no more of the 14' trampolines in stock to get parts from, so I have offered her a 15' trampoline or a refund instead of the parts requested, for the frustrating communication she was experiencing from us.I am now just awaiting her choice so we can get this taken care of for her
Hello, I'm not sure why the previous response didn't get accepted, but on 4/13/a partial refund requested of $was issued through [redacted] I have attached a screenshot of the [redacted] order showing the refund.Thank you,
Complaint: [redacted] I am rejecting this response because: the fact is the umbrella is mere garbage for the price paidThe lights never worked on itI apologize that I did not contact your company sooner since I work alot of hours and stored the umbrella in the winter monthsNow I have taken it out and finally thought I would try to reach out to the company to get assitance on the matterIt appears they are not willing to do anything for me? They do not stand by their product for more than days? Why does your company choose days rather than the typical one-year warranty?? You don't stand by your product because it is cheapIt clearly was a defective patio umbrellaShould I have reported it sooner? Of course but life happensI never threatened to file a Revdex.com complaint....I said I would and indeed I didSincerely, [redacted]
Hello Revdex.com,I've been in contact with [redacted] this week and am just waiting for notification from our warehouse that replacement pieces have been shippedI have attached the email thread which includes this correspondence and the pieces being requestedOnce I have tracking, I will update the customer and this complaintThank you,Rudy | CS Supervisor
Complaint: [redacted] I am rejecting this response because we still do not have the replacement chairsI have no problem with closing out this dispute out once we receive our chairs.? Sincerely, [redacted]
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
Hello, I have searched out this order and emails, and investigated this claimI’m sorry to hear your glass broke and I believe the partial refund was offered so you could purchase a replacement piece of glass locallyNormally a glass this size would cost in the range of $75-$depending on what company you go withThe photos were insightful and helped as I researched thisSometimes a timeline helps me to see a big picture, so I’ll start with that7/8/– you purchased our PE Rattan outdoor patio set from the Walmart.com marketplace 7/11/– we shipped your set via FedEx in boxes 7/14/– FedEx delivered the boxes 8/18/– we received contact (months after purchase), stating item had faded and plastic had started to breakdown after six months of useOne of our CSRs asked for parts info to see if we could replace, and offered a 15% partial refund8/22/– we sent another manual with parts listings10/6/– you stated you didn’t know what parts were because you didn’t put the set together initially 10/9/– we received another contact from you, stating the same as the previous contact but also said the glass exploded and glass went everywhere on your patioAnother CSR let you know about the warranty and re-offered the previous partial refund of the 15% of the orderIn this email, you sent photos; of the table and showing parts of the patio that had glass At the time of purchase, this product had a 90-day warrantyThis past summer, we changed our warranty to one year with the first days being a return periodEven though you contacted us months after purchase, we still tried to work with you as if you were still in the new one-year warranty periodI did search for any older emails of you letting us know about any defects with the set, but didn’t see any emails from you within months of purchase Regarding the broken glass, I hadn’t seen that before, so I looked online to read about the phenomenaAlthough there didn’t seem to be much except speculation as to why this might happen, I did see some reasons that gave a closer to scientific explanation (I will see if I can attach it to this response)Basically, tempered glass is under much pressure, and if impacted, that pressure will release causing the glass to shatterThe benefit of tempered glass shattering as opposed to non-tempered glass shattering, is that tempered glass breaks up into small little chunks instead of larger shards of glass that can punctureLooking at the photos, I see many tools and hardware on the table, so this seems to lend itself to the above explanation that something impacted the glass and caused it to shatterIt would seem like this to me, because logically, if the glass didn’t have anything on it when it had shattered, then most people would remove the glass before placing anything on it, as to avoid possibly getting cutThat being said, even though you are out of the warranty period, we still would be willing to give you the 15% partial refund mentioned in our last emailThis way you can not only replace the glass, but replace it with a fancier upgrade if you preferPlease respond to our last email if you would like the partial refundIf we don’t hear from you within the next days, we will accept the non-response as you didn’t want the partial refund, and will close the ticketThank you for your understanding in this matter
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 meSincerely, [redacted]
Hello, After looking into this case, I see the answer given to [redacted] by the CSR was incorrectThat response would have been for party tents and ptentsThis is a heavy-duty carport and should have withstood weather conditions including wind (not extreme like tornadoes or tropical storms)I have contacted our accounting department to issue a full refund but they notified me the payment is in a PayPal case and will have to be resolved before the funds a unlocked so we can refund itAs soon as that happens, they will be refunding the orderI’m sorry the carport didn’t hold up for you and that the CSR didn’t take care of you when he should haveThank you for your understanding
The customer has been refunded earlier this monthSince they did ship them back and were all in good condition, I obtained approval to waive the restocking feeThis has now been refunded by our accounting department We supplied photos from multiple listings including Sears to BBB previously showing none say burgundy, but rather either red or deep redColor hues/shades are always going to be subjective and there is no way to satisfy every person's definitionRegardless, this order has now been refunded in full Thank you,
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
Subject: # [redacted] My complaint has been resolved.Thank you for your help.?
Hello, After looking into this order and the listing, I see through the correspondence between the customer and our CSR, the reason for this return request is 'buyer's remorse'I have verified this is the case because of the following reasons: * The listing states a red awningThe pictures show the awning as red * How monitors display colors will vary from model to model as well as how people have adjusted their monitor settings, so we cannot match exact shade of a color every person is seeing on their screen * We have to use the base color to cover all shades within that color because the minute we say 'sky blue' or 'burgundy red', it become more of a matter of interpretation, so for years now we have chosen to say 'red', 'white', 'blue', etcwhen describing the color of items like this * The customer didn't like the shade of red for what seems like it doesn't match their house, maybe outdoor furniture, etcand that is completely ok, but it is costly to ship product for people to see if they like the item or notWhen this is the case we do allow returns (even up to days as long as the product is in new condition and in the original packaging), only the customer is responsible for return shippingWe do state they can use whichever carrier is most cost-effective for them; just to let us know the tracking number so we can monitor the return and refund them in a timely manner, minus a processing fee * There were no manufacturer defects or damage to the items either We did offer the customer a discount to keep the awnings as an option, but have also given them the return instructions Thank you,
Hello Revdex.com, I looked into this order and see that one of our CSRs tried contacting [redacted] last month to let her know she had presented a case for her and received approval to refund her in full without having the product returnedI do not see any correspondence back from [redacted] on that I did also see that [redacted] tried to open a chargeback case with Amazon, but Amazon successfully defended against itWe refunded the car last month so hopefully this resolves the complaint Very strange though about the chargeback and no return correspondence from her when we were letting her know she would be refunded We have also taken some of her points and forwarded them to our marketing department to look into for future listing details Thank you,
Hello, The item purchased is a 10’x20’ pop up gazebo tentBeing a pop up style, it is meant to be able to put up fairly quickly with 2-people for a temporary event and has thinner poles (than a medium or heavy duty tent) to keep it a manageable weight, so it is not designed to hold the weight of rain, ice, snow, or windsIts purpose as stated in the listing is to provide cover from the sun and we specifically state we do not recommend leaving it sin windy or adverse weather conditions The customer by their own admission stated, “During a sudden and unexpected thunder storm the gazebo collapsed” [emphasis mine]We provided exactly what the listing stated, and was free from damage or defectBecause the customer used the product contrary to the listed use of the tent, it was subject to the rain of a thunder storm and possibly wind also, which put too much weight on the legs, causing it to collapseThis is not a manufacturer defect or problem with the product, because we never claimed this tent was medium or heavy duty, nor did we say it could be left up in all weather conditions.I have attached screen shots from the listing We have sold these tents for years and have a listing that gives all necessary informationUnfortunately we are unable to make people read them or follow the information in themWe also have been in contact with the customer, but he continues to write and call argumentatively because we have explained to him many times we are unable to refund or exchange, because the problem wasn’t a manufacturer defect, it was because of improper use of the tentThe only time a call is hung up on, is when the customer continues to use bad language, yell, or being extremely hostile/argumentative, but only after multiple attempts to get them to change His desired settlement is: “Any refund or exchange and acknowledgement of wrong doing and poor customer service.” We actually have very high positive customer service on all marketplaces we sell on, but unfortunately in this case the he equates good customer service with getting his way so since we didn’t do this, he thinks we have poor customer serviceAs anyone can see from the information above, there has been no wrong doing on our part eitherWe stand by what we have told him multiple times previouslythere isn't anything we can do for him
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.? I have received the refund, didn't notice it until I saw your message.? Issue is resolvedThanks for your help.? ? Sincerely, [redacted] ?
Hello,This was communicated via emailWe shipped out the replacement chairs last week, but they were lost in transitI tried to ship out another set, but the warehouse said these were out of stock, with more to arrive in 2-weeks.We just need to know how you wish to proceed; wait for the chairs to come in, or have us refund you
Complaint: [redacted] I am rejecting this response because: Mir has been admitted these are not red both by Sears and aosom in email attached I did return the awnings which Aosom did receive by UPS on 5/5/and I still have no refund Also their "processing fee" changes every email I would like a full r runs for even having to return these wrong color awnings.Sincerely, [redacted] ***
***, Looking into this I found the customer’s message to us after EBAY had denied his claim “I have tried to work with ebay and they said this item can't be returned...so I am asking you to handle this...I have contacted you and you threw me back to ebay now they don't want to return item or deal with this...I am giving you the opportunity to deal with this...you have notes in your file...either issue me a refund...send me a new kennel or I will report you and ebay to the Revdex.comI have been more then patient with both of you...as a member with ebay for almost yrs I have never had an issue before...and I am not going to take being treated this way...I have tried to work your process through ebay but they closed the return on this product...” This pet playpen has been a very popular one for us over the years, because of its portability and being light-weightThe title also states ‘ Soft Folding Pet Playpen ”It is durable but not indestructibleWe state specifications on the site so that people can reason if the item is going to be right for their pet; Net Weight: lbs., 46” diameter x 29-3/4” highA lb dog can definitely fit inside, but I don’t think they would be very happy for very long, especially if left in there for the day as the customer stated, “The kennel was used in an extra bedroom in my home to contain the dog while at work.” I may be wrong, so I defer to any large pet owners who read thisI’m sure the dog may have tried to escape the playpen, being in distress as the customer stated, and being such a large dog, he probably used his weight and power which would definitely take a toll and push beyond the limits of the material We do feel for the dog and for the possibility it was put in distress in the playpen, so we are refunding the playpen for this reason (PayPal refund: Unique Transaction ID # [redacted] ) ? Thank you
Hello, Unfortunately this was a miscommunication, because Sears had messaged on behalf of the customer that an item had been returned and listed only one tracking number, so only one of his items was refunded minus a 15% restocking fee because it was cancelled after the order had shippedGoing back and looking at all the original tracking numbers, I see they all were returned (FedEx places an RTS label on top of the original, so our warehouse would not know who the box belonged to), so I notified our accounting to refund the remainder of the order including the restocking fee; $$was previously refundedSo now the entire has been refunded.Thank you for your patience and understanding
Hello,Unfortunately this was due to much miscommunication because the CSRs she communicated with were asking for specific order information because they couldn't find her name or order in our current systemThis was because it was from last year and archivedI have obtained the order information from our IT department and have emailed the customer apologizing for this communication problemWe have no more of the 14' trampolines in stock to get parts from, so I have offered her a 15' trampoline or a refund instead of the parts requested, for the frustrating communication she was experiencing from us.I am now just awaiting her choice so we can get this taken care of for her
Hello, I'm not sure why the previous response didn't get accepted, but on 4/13/a partial refund requested of $was issued through [redacted] I have attached a screenshot of the [redacted] order showing the refund.Thank you,
Complaint: [redacted] I am rejecting this response because: the fact is the umbrella is mere garbage for the price paidThe lights never worked on itI apologize that I did not contact your company sooner since I work alot of hours and stored the umbrella in the winter monthsNow I have taken it out and finally thought I would try to reach out to the company to get assitance on the matterIt appears they are not willing to do anything for me? They do not stand by their product for more than days? Why does your company choose days rather than the typical one-year warranty?? You don't stand by your product because it is cheapIt clearly was a defective patio umbrellaShould I have reported it sooner? Of course but life happensI never threatened to file a Revdex.com complaint....I said I would and indeed I didSincerely, [redacted]
Hello Revdex.com,I've been in contact with [redacted] this week and am just waiting for notification from our warehouse that replacement pieces have been shippedI have attached the email thread which includes this correspondence and the pieces being requestedOnce I have tracking, I will update the customer and this complaintThank you,Rudy | CS Supervisor
Complaint: [redacted] I am rejecting this response because we still do not have the replacement chairsI have no problem with closing out this dispute out once we receive our chairs.? Sincerely, [redacted]
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
Hello, I have searched out this order and emails, and investigated this claimI’m sorry to hear your glass broke and I believe the partial refund was offered so you could purchase a replacement piece of glass locallyNormally a glass this size would cost in the range of $75-$depending on what company you go withThe photos were insightful and helped as I researched thisSometimes a timeline helps me to see a big picture, so I’ll start with that7/8/– you purchased our PE Rattan outdoor patio set from the Walmart.com marketplace 7/11/– we shipped your set via FedEx in boxes 7/14/– FedEx delivered the boxes 8/18/– we received contact (months after purchase), stating item had faded and plastic had started to breakdown after six months of useOne of our CSRs asked for parts info to see if we could replace, and offered a 15% partial refund8/22/– we sent another manual with parts listings10/6/– you stated you didn’t know what parts were because you didn’t put the set together initially 10/9/– we received another contact from you, stating the same as the previous contact but also said the glass exploded and glass went everywhere on your patioAnother CSR let you know about the warranty and re-offered the previous partial refund of the 15% of the orderIn this email, you sent photos; of the table and showing parts of the patio that had glass At the time of purchase, this product had a 90-day warrantyThis past summer, we changed our warranty to one year with the first days being a return periodEven though you contacted us months after purchase, we still tried to work with you as if you were still in the new one-year warranty periodI did search for any older emails of you letting us know about any defects with the set, but didn’t see any emails from you within months of purchase Regarding the broken glass, I hadn’t seen that before, so I looked online to read about the phenomenaAlthough there didn’t seem to be much except speculation as to why this might happen, I did see some reasons that gave a closer to scientific explanation (I will see if I can attach it to this response)Basically, tempered glass is under much pressure, and if impacted, that pressure will release causing the glass to shatterThe benefit of tempered glass shattering as opposed to non-tempered glass shattering, is that tempered glass breaks up into small little chunks instead of larger shards of glass that can punctureLooking at the photos, I see many tools and hardware on the table, so this seems to lend itself to the above explanation that something impacted the glass and caused it to shatterIt would seem like this to me, because logically, if the glass didn’t have anything on it when it had shattered, then most people would remove the glass before placing anything on it, as to avoid possibly getting cutThat being said, even though you are out of the warranty period, we still would be willing to give you the 15% partial refund mentioned in our last emailThis way you can not only replace the glass, but replace it with a fancier upgrade if you preferPlease respond to our last email if you would like the partial refundIf we don’t hear from you within the next days, we will accept the non-response as you didn’t want the partial refund, and will close the ticketThank you for your understanding in this matter
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 meSincerely, [redacted]
Hello, After looking into this case, I see the answer given to [redacted] by the CSR was incorrectThat response would have been for party tents and ptentsThis is a heavy-duty carport and should have withstood weather conditions including wind (not extreme like tornadoes or tropical storms)I have contacted our accounting department to issue a full refund but they notified me the payment is in a PayPal case and will have to be resolved before the funds a unlocked so we can refund itAs soon as that happens, they will be refunding the orderI’m sorry the carport didn’t hold up for you and that the CSR didn’t take care of you when he should haveThank you for your understanding
The customer has been refunded earlier this monthSince they did ship them back and were all in good condition, I obtained approval to waive the restocking feeThis has now been refunded by our accounting department We supplied photos from multiple listings including Sears to BBB previously showing none say burgundy, but rather either red or deep redColor hues/shades are always going to be subjective and there is no way to satisfy every person's definitionRegardless, this order has now been refunded in full Thank you,