Hello Revdex.com,I've been in contact with *** 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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, After looking into this case, I see the answer given to *** 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
Complaint: ***
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,
*** ***
Hello ***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: *** 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
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
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 Revdex.com 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,
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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, *** ***
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
Subject: RE: Revdex.com COMPLAINT # *** *** * *** 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***? Customer Service Supervisor ? | ? Aosom LLCSW Kinsman Rd, Wilsonville, Oregon 97070Tel: 503-746-*** | Email: ***@aosom.comWeb: www.aosom.com ?
Hello, I have searched out this order and emails, and investigated this claim. I’m sorry to hear your glass broke and I believe the partial refund was offered so you could purchase a replacement piece of glass locally. Normally a glass this size would cost in the range of $75-$150 depending on...
what company you go with. The photos were insightful and helped as I researched this. Sometimes a timeline helps me to see a big picture, so I’ll start with that. 7/8/2016 – you purchased our PE Rattan outdoor patio set from the Walmart.com marketplace 7/11/2016 – we shipped your set via FedEx in 6 boxes 7/14/2016 – FedEx delivered the boxes 8/18/2017 – we received contact (13 months after purchase), stating item had faded and plastic had started to breakdown after six months of use. One of our CSRs asked for parts info to see if we could replace, and offered a 15% partial refund. 8/22/2017 – we sent another manual with parts listings. 10/6/2017 – you stated you didn’t know what parts were because you didn’t put the set together initially 10/9/2017 – 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 patio. Another CSR let you know about the warranty and re-offered the previous partial refund of the 15% of the order. In this email, you sent 6 photos; 2 of the table and 4 showing parts of the patio that had glass. At the time of purchase, this product had a 90-day warranty. This past summer, we changed our warranty to one year with the first 60 days being a return period. Even though you contacted us 13 months after purchase, we still tried to work with you as if you were still in the new one-year warranty period. I 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 6 months of purchase. Regarding the broken glass, I hadn’t seen that before, so I looked online to read about the phenomena. Although 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 shatter. The 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 puncture. Looking 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 shatter. It 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 cut. That 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 email. This way you can not only replace the glass, but replace it with a fancier upgrade if you prefer. Please respond to our last email if you would like the partial refund. If we don’t hear from you within the next 7 days, we will accept the non-response as you didn’t want the partial refund, and will close the ticket. Thank you for your understanding in this matter.
Hello, After looking into this case, I see the answer given to [redacted] by the CSR was incorrect. That response would have been for party tents and pop-up tents. This is a heavy-duty carport and should have withstood normal 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 it. As soon as that happens, they will be refunding the order. I’m sorry the carport didn’t hold up for you and that the CSR didn’t take care of you when he should have. Thank you for your understanding.
Hello,This was communicated via email... We shipped out the replacement chairs last week, but they were lost in transit. I tried to ship out another set, but the warehouse said these were out of stock, with more to arrive in 2-3 weeks.We just need to know how you wish to proceed; wait for the chairs...
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. Although, 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 refund. Yes, I'm grateful they finally issued the refund, but they promise a "NO HASSEL" return policy and this was a major hassel. Once 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]
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. Sincerely, [redacted]
Hello,Based on the information provided here, I have not been able to locate this person's order, either by their name [redacted] or by their email address [redacted]@gmail.com'. I called the customer and left a voice mail that I would be emailing them requesting some information to help me find...
their order and to help me facilitate getting this problem resolved for them. Without the information and pictures, we do not know if the product is something they picked up second hand at a garage sale, etc. Attached is a screenshot of the email I have sent to them.Thank you for your help with this matter.Sincerely,[redacted]
Hello,As I responded to your email, we are very sorry for all the issues that surrounded this order. I have submitted for a full refund to be processed by our accounting department. It may already be processed. I will await your reply to the email over the next couple days regarding the product.I...
Complaint: [redacted]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,[redacted]
Hello Revdex.com,I've been in contact with *** 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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, After looking into this case, I see the answer given to *** 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
Complaint: ***
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,
*** ***
Hello ***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: *** 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
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
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 Revdex.com 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,
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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, *** ***
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
Subject: RE: Revdex.com COMPLAINT # *** *** * *** 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***? Customer Service Supervisor ? | ? Aosom LLCSW Kinsman Rd, Wilsonville, Oregon 97070Tel: 503-746-*** | Email: ***@aosom.comWeb: www.aosom.com ?
Hello, I have searched out this order and emails, and investigated this claim. I’m sorry to hear your glass broke and I believe the partial refund was offered so you could purchase a replacement piece of glass locally. Normally a glass this size would cost in the range of $75-$150 depending on...
what company you go with. The photos were insightful and helped as I researched this. Sometimes a timeline helps me to see a big picture, so I’ll start with that. 7/8/2016 – you purchased our PE Rattan outdoor patio set from the Walmart.com marketplace 7/11/2016 – we shipped your set via FedEx in 6 boxes 7/14/2016 – FedEx delivered the boxes 8/18/2017 – we received contact (13 months after purchase), stating item had faded and plastic had started to breakdown after six months of use. One of our CSRs asked for parts info to see if we could replace, and offered a 15% partial refund. 8/22/2017 – we sent another manual with parts listings. 10/6/2017 – you stated you didn’t know what parts were because you didn’t put the set together initially 10/9/2017 – 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 patio. Another CSR let you know about the warranty and re-offered the previous partial refund of the 15% of the order. In this email, you sent 6 photos; 2 of the table and 4 showing parts of the patio that had glass. At the time of purchase, this product had a 90-day warranty. This past summer, we changed our warranty to one year with the first 60 days being a return period. Even though you contacted us 13 months after purchase, we still tried to work with you as if you were still in the new one-year warranty period. I 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 6 months of purchase. Regarding the broken glass, I hadn’t seen that before, so I looked online to read about the phenomena. Although 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 shatter. The 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 puncture. Looking 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 shatter. It 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 cut. That 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 email. This way you can not only replace the glass, but replace it with a fancier upgrade if you prefer. Please respond to our last email if you would like the partial refund. If we don’t hear from you within the next 7 days, we will accept the non-response as you didn’t want the partial refund, and will close the ticket. Thank you for your understanding in this matter.
Hello, After looking into this case, I see the answer given to [redacted] by the CSR was incorrect. That response would have been for party tents and pop-up tents. This is a heavy-duty carport and should have withstood normal 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 it. As soon as that happens, they will be refunding the order. I’m sorry the carport didn’t hold up for you and that the CSR didn’t take care of you when he should have. Thank you for your understanding.
Hello,This was communicated via email... We shipped out the replacement chairs last week, but they were lost in transit. I tried to ship out another set, but the warehouse said these were out of stock, with more to arrive in 2-3 weeks.We just need to know how you wish to proceed; wait for the chairs...
to come in, or have us refund 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. Although, 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 refund. Yes, I'm grateful they finally issued the refund, but they promise a "NO HASSEL" return policy and this was a major hassel. Once 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]
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. Sincerely, [redacted]
Hello,Based on the information provided here, I have not been able to locate this person's order, either by their name [redacted] or by their email address [redacted]@gmail.com'. I called the customer and left a voice mail that I would be emailing them requesting some information to help me find...
their order and to help me facilitate getting this problem resolved for them. Without the information and pictures, we do not know if the product is something they picked up second hand at a garage sale, etc. Attached is a screenshot of the email I have sent to them.Thank you for your help with this matter.Sincerely,[redacted]
Hello,As I responded to your email, we are very sorry for all the issues that surrounded this order. I have submitted for a full refund to be processed by our accounting department. It may already be processed. I will await your reply to the email over the next couple days regarding the product.I...
hope I have resolved this for you.Sincerely,Rudy
Complaint: [redacted]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,[redacted]