***,
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 # ***)
Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey immediately made good on the return, and we have been in touch with each otherI thank you for your time, and I also thank them, as they fixed the wrongthey are very nice people and I appreciate what they have done for me. Sincerely, *** ***
Complaint: ***I am rejecting this response because:
It is clear from this response this "business" does not put the well being or best intrest of its customers seriously They also do not prioritize customer service They must realize that their are situations beyond the control of their customers and are using a vaguely worded document to excuse them from having to replace an item that is not durable and who's instability could've caused injury to several people We have been truthful and our reward is an inability to meet a customer half way Nor me nor my wife have ever been inappropriate at any time However, I will continue to write and respond to anyone willing to listen until our situation is resolved.Sincerely,*** ***
Hello ***,I'm sorry for the delay in respondingI've taken a look for your order and see we received the order on 8/18/and processed the order on 8/19/17; shipping it out via FedEx tracking number ***According to fedex.com, the package was delivered on 8/23/at 9:43am (I've
attached a screenshot)I hope your pets are enjoying the enclosureThank you for your patience.Rudy
Hello,
We came to an agreement with the ***, to refund both tablesThe amount is in the attached screenshots of the correspondence and was refunded on 7/21/
Thank you
Hello,We have issued this customer a refund back when we had saidThe website he purchases through is ***.com, and we are a 3rd party seller on this site so customers make the purchase from this site and the site issues a PO to us to fulfill and ship to the customerRefunds just go in the
reverse, we issue the refund to *** and they credit back the customer according to the method of payment (which we have no knowledge or access to). I have attached a screenshot of an email I have sent to *** support asking them to please refund this customer and showing that we have done our part in the refund process.Thank you for your time and consideration in this matter.Sincerely,*** | CS Supervisor
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: ***I am rejecting this response because:These are nowhere near the picture or red In face other sites including yours and Sears state "burgundy"
Sincerely,*** ***
Hello, I checked correspondence in our message system and see one of our CSRs reached out to you this morningUnfortunately after I looked into this even more I see the issue and have brought it up to our marketing departmentWe are truly out of stock on this item and awaiting more to come
in, but for some reason Pricefalls and the software we use to communicate our inventory is not synchingI appreciate you letting us know, but am sorry it had to be in this manner. Because of this error and you pointing it out to us, I would be happy to extend a special one-time 20% discount to you on our site, aosom.comJust respond to the CSRs message from this morning to get the discount code.Thank you
Hello *** 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 *** 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 *** dashboard, so you should see your refund from *** shortly.Thank you for your understanding
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey immediately made good on the return, and we have been in touch with each otherI thank you for your time, and I also thank them, as they fixed the wrongthey are very nice people and I appreciate what they have done for me. Sincerely, *** ***
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,
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,
*** ***
After looking into this, I found we had refunded *** for all orders and responded to her via email on 8/1/17.She responded the same day with…I’m sorry I didn’t update the case though
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, I checked correspondence in our message system and see one of our CSRs reached out to you this morningUnfortunately after I looked into this even more I see the issue and have brought it up to our marketing departmentWe are truly out of stock on this item and awaiting more to come
in, but for some reason Pricefalls and the software we use to communicate our inventory is not synchingI appreciate you letting us know, but am sorry it had to be in this manner. Because of this error and you pointing it out to us, I would be happy to extend a special one-time 20% discount to you on our site, aosom.comJust respond to the CSRs message from this morning to get the discount code.Thank you
***,
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 # ***)
Thank you
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
***,
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 # ***)
Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey immediately made good on the return, and we have been in touch with each otherI thank you for your time, and I also thank them, as they fixed the wrongthey are very nice people and I appreciate what they have done for me. Sincerely, *** ***
Complaint: ***I am rejecting this response because:
It is clear from this response this "business" does not put the well being or best intrest of its customers seriously They also do not prioritize customer service They must realize that their are situations beyond the control of their customers and are using a vaguely worded document to excuse them from having to replace an item that is not durable and who's instability could've caused injury to several people We have been truthful and our reward is an inability to meet a customer half way Nor me nor my wife have ever been inappropriate at any time However, I will continue to write and respond to anyone willing to listen until our situation is resolved.Sincerely,*** ***
Hello ***,I'm sorry for the delay in respondingI've taken a look for your order and see we received the order on 8/18/and processed the order on 8/19/17; shipping it out via FedEx tracking number ***According to fedex.com, the package was delivered on 8/23/at 9:43am (I've
attached a screenshot)I hope your pets are enjoying the enclosureThank you for your patience.Rudy
Hello,
We came to an agreement with the ***, to refund both tablesThe amount is in the attached screenshots of the correspondence and was refunded on 7/21/
Thank you
Hello,We have issued this customer a refund back when we had saidThe website he purchases through is ***.com, and we are a 3rd party seller on this site so customers make the purchase from this site and the site issues a PO to us to fulfill and ship to the customerRefunds just go in the
reverse, we issue the refund to *** and they credit back the customer according to the method of payment (which we have no knowledge or access to). I have attached a screenshot of an email I have sent to *** support asking them to please refund this customer and showing that we have done our part in the refund process.Thank you for your time and consideration in this matter.Sincerely,*** | CS Supervisor
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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
Complaint: ***I am rejecting this response because:These are nowhere near the picture or red In face other sites including yours and Sears state "burgundy"
Sincerely,*** ***
Hello, I checked correspondence in our message system and see one of our CSRs reached out to you this morningUnfortunately after I looked into this even more I see the issue and have brought it up to our marketing departmentWe are truly out of stock on this item and awaiting more to come
in, but for some reason Pricefalls and the software we use to communicate our inventory is not synchingI appreciate you letting us know, but am sorry it had to be in this manner. Because of this error and you pointing it out to us, I would be happy to extend a special one-time 20% discount to you on our site, aosom.comJust respond to the CSRs message from this morning to get the discount code.Thank you
Hello *** 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 *** 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 *** dashboard, so you should see your refund from *** shortly.Thank you for your understanding
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey immediately made good on the return, and we have been in touch with each otherI thank you for your time, and I also thank them, as they fixed the wrongthey are very nice people and I appreciate what they have done for me. Sincerely, *** ***
Complaint: ***
I am rejecting this response because:issue is not resolved yet
Sincerely,
*** ***
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,
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,
*** ***
After looking into this, I found we had refunded *** for all orders and responded to her via email on 8/1/17.She responded the same day with…I’m sorry I didn’t update the case though
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, I checked correspondence in our message system and see one of our CSRs reached out to you this morningUnfortunately after I looked into this even more I see the issue and have brought it up to our marketing departmentWe are truly out of stock on this item and awaiting more to come
in, but for some reason Pricefalls and the software we use to communicate our inventory is not synchingI appreciate you letting us know, but am sorry it had to be in this manner. Because of this error and you pointing it out to us, I would be happy to extend a special one-time 20% discount to you on our site, aosom.comJust respond to the CSRs message from this morning to get the discount code.Thank you
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
***,
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 # ***)
Thank you
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