Hello [redacted] I'm sorry your cat tree arrived missing a part and I apologize for the delayed responseI have investigated to find one of our CSRs has been in contact with you to get the missing hammock sent to youAfter seeing the parts department unable to fulfill this request in a timely manner, we have chosen to send you another cat tree insteadThe tracking number for this item is: [redacted] and should be viewable by this evening or early tomorrow morning on fedex.com once it has been scanned into one of their facilities.Once again I apologize for any inconvenience of the missing part and slow communication
Subject: RE: Revdex.com COMPLAINT # [redacted] VS AOSOM LLCHi ***, Walmart didn’t allow us to refund her, so we contacted her to verify her physical address and sent a check insteadShe should receive it within a week.Thank you,Rudy M [redacted] Customer Service Supervisor | Aosom LLCSW Kinsman Rd, Wilsonville, Oregon 97070Tel: 503-746- [redacted] | Email: ***@aosom.comWeb: www.aosom.com
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 meAlthough, I'd like to say it took a month and numerous emails, phone calls, and finally a report to the Revdex.com for Aosom to finally issue a refundYes, I'm grateful they finally issued the refund, but they promise a "NO HASSEL" return policy and this was a major hasselOnce the refund was issued I didn't feel a response on my part was necessary because they'd heard from me over and over, unless they just wanted to hear, "thank you for finally doing the right thing"It wasn't an easy process to get my money back.? Sincerely, [redacted] ***
Hello, As previously stated, we have very good customer service as can be seen in our positive feedback ratings on all marketplaces we sell onWe have given ample explanation and evidence of this situation and cannot get more black and whiteThere is nothing vague in our listing as can be seen by the screen shots I sent inYes, there are situations beyond the control of people, such as various weather conditions (storms, tornadoes, hurricanes, etc), but in no way is that the responsibility of the seller.? In this particular case, the situation was not beyond the control of the customer because storm clouds do not appear instantly, so as they were coming in or even when the first sprinkles were felt, that would have been the time to take down the tent as many other people do since this tent is made for shade from the sun only Had this have been a manufacturer defect, it would have been taken care of at first contact and we wouldn’t be having this conversationWe would have already refunded or exchanged the tent because it would have been our responsibility to do so even if the shipper would have damaged the product and the customer contacted us when they received it because it arrived damaged, we would have refunded or replaced it because we take even shipper problems as our responsibilityThis is not one of those cases; it is the responsibility of this customer for what happened to the tent.? Thank you, ?
Hello [redacted] I apologize for the delay in responseWe were trying to find the order based on the information given, but were unable toWe circulated the order number given here in the case through all marketplaces we sell on and finally got a response from [redacted] We also searched our messages for any we may have missed by you directly or through the marketplace you purchased on, but saw none from you about this issueOnly this Revdex.com caseBe that as it may, we have now refunded your order through the [redacted] dashboard, so you should see your refund from [redacted] shortly.Thank you for your understanding
Hello, Unfortunately this was miscommunication from the start the wrong order number given to us and taking the customer’s request as an actual cancel request (as this is the same verbiage requesting to cancel the order as we have received over the years) It is important for us to react quickly to a request to cancel in order to minimize the cost to the customerThe reason is this; when a customer has requested to cancel, but the item has already shipped, they are already going to be subject to a 20% restocking fee, so if we can catch the order in transit and have it RTS’d back to us, there is no additional cost to the customerIf the item makes it to the customer, then it becomes their responsibility to pay to return the itemSo as you can see, it is important to act quicklyIn this case, the customer ordered on 4/28, the item shipped in two boxes on 4/29, they messaged about cancelling on 4/29, and the packages arrived to their destination facility on 4/before being turned around to usIf we had waited to act on what we saw as a cancel request, the order would have been delivered and the customer would have had to return it on own their own We have already communicated with the customer and refunded them in full after receiving the packages back Thank you,
Hello, This item is out of stock, so I had to search out an old listing for this itemI discovered there was not a disclaimer listed on this item as is on some other tents/gazebos/enclosures we carrySince this is an old order through Walmart, we have submitted a ticket with them, asking them to please refund the remaining balance of this order, $251.99. I will update once we have heard back from Walmart.Thank you
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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Hello ***I first want to apologize for how long it has taken to resolve this situation for youBecause of this, I have submitted a refund to our accounting department for you in order to speed up the process, instead of dealing with the return processPlease allow 1-business days for our
accounting department to process the refund.Thank you for your patience and understanding
Dear Revdex.com:This is the first time I have read the message from this companyI just checked my email on the date the company said they sent it and there is no such message in my inboxI would love, however, to get this fairly resolved.The company is offering an exchange or a refundUnder the circumstances of not being comfortable that the pet car seats are well made and secure for my daughter's animals,I would prefer a refundI would like to know if the company wants the seats returned and if so, expect them to cover the return postage since this problem is not my faultPlease ask them to send a prepaid label to this same email address and I will send both car seats back to them.Thank you so much for handling this situation, as I was not getting any resolve on my own.*** ***@gmail.com*** ***
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
Hello,
As previously stated, we have very good customer service as can be seen in our positive feedback ratings on all marketplaces we sell onWe have given ample explanation and evidence of this situation and cannot get more black and whiteThere is nothing vague in our listing as can be seen by the screen shots I sent inYes, there are situations beyond the control of people, such as various weather conditions (storms, tornadoes, hurricanes, etc), but in no way is that the responsibility of the seller. In this particular case, the situation was not beyond the control of the customer because storm clouds do not appear instantly, so as they were coming in or even when the first sprinkles were felt, that would have been the time to take down the tent… as many other people do since this tent is made for shade from the sun only
Had this have been a manufacturer defect, it would have been taken care of at first contact and we wouldn’t be having this conversationWe would have already refunded or exchanged the tent because it would have been our responsibility to do so…even if the shipper would have damaged the product and the customer contacted us when they received it because it arrived damaged, we would have refunded or replaced it because we take even shipper problems as our responsibilityThis is not one of those cases; it is the responsibility of this customer for what happened to the tent.
Thank you,
Hello,
There was an issue on the WALMART.COM site regarding pricesA glitch in their software caused various items of ours to have the wrong price associated with itOrders were refunded in full and those who have inquired, we initially sent a message stating what happened (see screen shot
attached called message one), then if they asked again, we have sent a link to Walmart's pricing policy to them which I have attached a screen shot of (Walmart Pricing Policy)
Since the glitch was on Walmart's marketplace, the customer should be contacting them and not have filed a complaint against us since the error was in Walmart's software, Walmart already has a policy about such occurrences (as does all other online marketplaces like Amazon, eBay, etc), and seller's should not be forced or bullied into losing money for something out of their control
Sincerely
Hello,As stated before the warranty period is stated on all websites we sell onIn this last response the customer states "the lights never worked", if this had been the case, contacting us right away would have given him a new product or refundToo much time has occurred now, where too many variables could have damaged the productWe have sold literally hundreds of umbrellas and if someone happened to have an issue with one, even if the carrier damaged it, we have replaced or refunded the productduring the warranty period.Thank you for your time and consideration in this matter
Hello ***, I see you called in because your item wasn't working properlyI can see the CSR who spoke with you created an RMA for refund without needing the product backI am going to contact our accounting department to find out if they have already processed the refund, and if not that they
do so todayIf there are any problems, I will reach out to you.I'm sorry the product didn't work correctly and also if the refund didn't go through yetI will make sure it does though.Thank you for your understandingRudy
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. I have received the refund, didn't notice it until I saw your message. Issue is resolvedThanks for your help.
Sincerely,
*** ***
Hello,
I'm not quite sure why *** filed this complaint without giving eBay's return process a chance to workI checked with our eBay CSR and she said *** had filed a return case in eBay, case# ***The CSR had approved the 'return' without requiring it to be physically returned and
issued a full refund on 12/15/2015; PayPal refund transaction ID ***
Hopefully this has taken care of the issue
Thank you
Hello,
There was an issue on the WALMART.COM site regarding pricesA glitch in their software caused various items of ours to have the wrong price associated with itOrders were refunded in full and those who have inquired, we initially sent a message stating what happened (see screen shot
attached called message one), then if they asked again, we have sent a link to Walmart's pricing policy to them which I have attached a screen shot of (Walmart Pricing Policy)
Since the glitch was on Walmart's marketplace, the customer should be contacting them and not have filed a complaint against us since the error was in Walmart's software, Walmart already has a policy about such occurrences (as does all other online marketplaces like Amazon, eBay, etc), and seller's should not be forced or bullied into losing money for something out of their control
Sincerely
Hello [redacted] I'm sorry your cat tree arrived missing a part and I apologize for the delayed responseI have investigated to find one of our CSRs has been in contact with you to get the missing hammock sent to youAfter seeing the parts department unable to fulfill this request in a timely manner, we have chosen to send you another cat tree insteadThe tracking number for this item is: [redacted] and should be viewable by this evening or early tomorrow morning on fedex.com once it has been scanned into one of their facilities.Once again I apologize for any inconvenience of the missing part and slow communication
Subject: RE: Revdex.com COMPLAINT # [redacted] VS AOSOM LLCHi ***, Walmart didn’t allow us to refund her, so we contacted her to verify her physical address and sent a check insteadShe should receive it within a week.Thank you,Rudy M [redacted] Customer Service Supervisor | Aosom LLCSW Kinsman Rd, Wilsonville, Oregon 97070Tel: 503-746- [redacted] | Email: ***@aosom.comWeb: www.aosom.com
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 meAlthough, I'd like to say it took a month and numerous emails, phone calls, and finally a report to the Revdex.com for Aosom to finally issue a refundYes, I'm grateful they finally issued the refund, but they promise a "NO HASSEL" return policy and this was a major hasselOnce the refund was issued I didn't feel a response on my part was necessary because they'd heard from me over and over, unless they just wanted to hear, "thank you for finally doing the right thing"It wasn't an easy process to get my money back.? Sincerely, [redacted] ***
Hello, As previously stated, we have very good customer service as can be seen in our positive feedback ratings on all marketplaces we sell onWe have given ample explanation and evidence of this situation and cannot get more black and whiteThere is nothing vague in our listing as can be seen by the screen shots I sent inYes, there are situations beyond the control of people, such as various weather conditions (storms, tornadoes, hurricanes, etc), but in no way is that the responsibility of the seller.? In this particular case, the situation was not beyond the control of the customer because storm clouds do not appear instantly, so as they were coming in or even when the first sprinkles were felt, that would have been the time to take down the tent as many other people do since this tent is made for shade from the sun only Had this have been a manufacturer defect, it would have been taken care of at first contact and we wouldn’t be having this conversationWe would have already refunded or exchanged the tent because it would have been our responsibility to do so even if the shipper would have damaged the product and the customer contacted us when they received it because it arrived damaged, we would have refunded or replaced it because we take even shipper problems as our responsibilityThis is not one of those cases; it is the responsibility of this customer for what happened to the tent.? Thank you, ?
Hello [redacted] I apologize for the delay in responseWe were trying to find the order based on the information given, but were unable toWe circulated the order number given here in the case through all marketplaces we sell on and finally got a response from [redacted] We also searched our messages for any we may have missed by you directly or through the marketplace you purchased on, but saw none from you about this issueOnly this Revdex.com caseBe that as it may, we have now refunded your order through the [redacted] dashboard, so you should see your refund from [redacted] shortly.Thank you for your understanding
Hello, Unfortunately this was miscommunication from the start the wrong order number given to us and taking the customer’s request as an actual cancel request (as this is the same verbiage requesting to cancel the order as we have received over the years) It is important for us to react quickly to a request to cancel in order to minimize the cost to the customerThe reason is this; when a customer has requested to cancel, but the item has already shipped, they are already going to be subject to a 20% restocking fee, so if we can catch the order in transit and have it RTS’d back to us, there is no additional cost to the customerIf the item makes it to the customer, then it becomes their responsibility to pay to return the itemSo as you can see, it is important to act quicklyIn this case, the customer ordered on 4/28, the item shipped in two boxes on 4/29, they messaged about cancelling on 4/29, and the packages arrived to their destination facility on 4/before being turned around to usIf we had waited to act on what we saw as a cancel request, the order would have been delivered and the customer would have had to return it on own their own We have already communicated with the customer and refunded them in full after receiving the packages back Thank you,
Hello, This item is out of stock, so I had to search out an old listing for this itemI discovered there was not a disclaimer listed on this item as is on some other tents/gazebos/enclosures we carrySince this is an old order through Walmart, we have submitted a ticket with them, asking them to please refund the remaining balance of this order, $251.99. I will update once we have heard back from Walmart.Thank you
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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Hello ***I first want to apologize for how long it has taken to resolve this situation for youBecause of this, I have submitted a refund to our accounting department for you in order to speed up the process, instead of dealing with the return processPlease allow 1-business days for our
accounting department to process the refund.Thank you for your patience and understanding
Dear Revdex.com:This is the first time I have read the message from this companyI just checked my email on the date the company said they sent it and there is no such message in my inboxI would love, however, to get this fairly resolved.The company is offering an exchange or a refundUnder the circumstances of not being comfortable that the pet car seats are well made and secure for my daughter's animals,I would prefer a refundI would like to know if the company wants the seats returned and if so, expect them to cover the return postage since this problem is not my faultPlease ask them to send a prepaid label to this same email address and I will send both car seats back to them.Thank you so much for handling this situation, as I was not getting any resolve on my own.*** ***@gmail.com*** ***
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
Hello,
As previously stated, we have very good customer service as can be seen in our positive feedback ratings on all marketplaces we sell onWe have given ample explanation and evidence of this situation and cannot get more black and whiteThere is nothing vague in our listing as can be seen by the screen shots I sent inYes, there are situations beyond the control of people, such as various weather conditions (storms, tornadoes, hurricanes, etc), but in no way is that the responsibility of the seller. In this particular case, the situation was not beyond the control of the customer because storm clouds do not appear instantly, so as they were coming in or even when the first sprinkles were felt, that would have been the time to take down the tent… as many other people do since this tent is made for shade from the sun only
Had this have been a manufacturer defect, it would have been taken care of at first contact and we wouldn’t be having this conversationWe would have already refunded or exchanged the tent because it would have been our responsibility to do so…even if the shipper would have damaged the product and the customer contacted us when they received it because it arrived damaged, we would have refunded or replaced it because we take even shipper problems as our responsibilityThis is not one of those cases; it is the responsibility of this customer for what happened to the tent.
Thank you,
Hello,
There was an issue on the WALMART.COM site regarding pricesA glitch in their software caused various items of ours to have the wrong price associated with itOrders were refunded in full and those who have inquired, we initially sent a message stating what happened (see screen shot
attached called message one), then if they asked again, we have sent a link to Walmart's pricing policy to them which I have attached a screen shot of (Walmart Pricing Policy)
Since the glitch was on Walmart's marketplace, the customer should be contacting them and not have filed a complaint against us since the error was in Walmart's software, Walmart already has a policy about such occurrences (as does all other online marketplaces like Amazon, eBay, etc), and seller's should not be forced or bullied into losing money for something out of their control
Sincerely
Hello,As stated before the warranty period is stated on all websites we sell onIn this last response the customer states "the lights never worked", if this had been the case, contacting us right away would have given him a new product or refundToo much time has occurred now, where too many variables could have damaged the productWe have sold literally hundreds of umbrellas and if someone happened to have an issue with one, even if the carrier damaged it, we have replaced or refunded the productduring the warranty period.Thank you for your time and consideration in this matter
This matter has been resolved to my satisfaction
Hello ***, I see you called in because your item wasn't working properlyI can see the CSR who spoke with you created an RMA for refund without needing the product backI am going to contact our accounting department to find out if they have already processed the refund, and if not that they
do so todayIf there are any problems, I will reach out to you.I'm sorry the product didn't work correctly and also if the refund didn't go through yetI will make sure it does though.Thank you for your understandingRudy
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. I have received the refund, didn't notice it until I saw your message. Issue is resolvedThanks for your help.
Sincerely,
*** ***
Hello,
I'm not quite sure why *** filed this complaint without giving eBay's return process a chance to workI checked with our eBay CSR and she said *** had filed a return case in eBay, case# ***The CSR had approved the 'return' without requiring it to be physically returned and
issued a full refund on 12/15/2015; PayPal refund transaction ID ***
Hopefully this has taken care of the issue
Thank you
Hello,
There was an issue on the WALMART.COM site regarding pricesA glitch in their software caused various items of ours to have the wrong price associated with itOrders were refunded in full and those who have inquired, we initially sent a message stating what happened (see screen shot
attached called message one), then if they asked again, we have sent a link to Walmart's pricing policy to them which I have attached a screen shot of (Walmart Pricing Policy)
Since the glitch was on Walmart's marketplace, the customer should be contacting them and not have filed a complaint against us since the error was in Walmart's software, Walmart already has a policy about such occurrences (as does all other online marketplaces like Amazon, eBay, etc), and seller's should not be forced or bullied into losing money for something out of their control
Sincerely