Hello Revdex.com,I was hoping to have responded with a resolution, but we are still awaiting [redacted]'s reply to our email we sent last week on the 19th. Please see attached screen shot of the email. Once we have her response we can resolve the matter.Thank you for you help and consideration in this matter....
Complaint: [redacted]
I am rejecting this response because we still do not have the replacement chairs. I have no problem with closing out this dispute out once we receive our chairs.
Sincerely,
[redacted]
Dear Revdex.com:This is the first time I have read the message from this company. I just checked my email on the date the company said they sent it and there is no such message in my inbox. I would love, however, to get this fairly resolved.The company is offering an exchange or a refund. Under 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 refund. I 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 fault. Please 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.[redacted]@gmail.com[redacted]
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 awning. The 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', etc. when 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, etc. and that is completely ok, but it is costly to ship product for people to see if they like the item or not. When this is the case we do allow returns (even up to 90 days as long as the product is in new condition and in the original packaging), only the customer is responsible for return shipping. We 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 [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello,I tracked down this order in our archives... as it was from June 19, 2014. This order is 10 months old and our warranty period is 90 days as stated on our website and every marketplace we sell on (and has been for years).When there is a manufacturer defect, it is going to be manifest right...
away... definitely within 30 days, so we go three times that time as a warranty period. This is not a car with complex systems that take time (even years) for problems to arise from a manufacturer defect; it is just an umbrella with a pole, ribs, fabric, LED lights, wire, and a small solar panel. Right when you set it up you can see if there is something wrong with the frame, fabric, wiring, etc. With this one being 10 months old, there are many things that could have happened in that time to damage the umbrella that has nothing to do with the manufacturer. We had explained to him that it was too far outside our warranty period, and he threatened us with a Revdex.com case. In this particular case, we have communicated with this person and they just didn't like the reality of the situation.If you need any additional information to close this case, please let us know.Thank you for your time and consideration in this matter.Sincerely,[redacted]
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 returned. I 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 it. We 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,
Subject: RE: Revdex.com COMPLAINT # [redacted] VS AOSOM LLCHi [redacted], Walmart didn’t allow us to refund her, so we contacted her to verify her physical address and sent a check instead. She should receive it within a week.Thank you,Rudy M[redacted] Customer Service Supervisor | Aosom LLC27150 SW Kinsman Rd, Wilsonville, Oregon 97070Tel: 503-746-5886 [redacted] | Email: [redacted]@aosom.comWeb: www.aosom.com
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 shipped. I have attached the email thread which includes this correspondence and the pieces being requested. Once I have tracking, I will update the...
customer and this complaint. Thank you,Rudy | CS Supervisor
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 5/5/2016 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]
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 system. This was because it was from last year and archived. I have obtained the order information...
from our IT department and have emailed the customer apologizing for this communication problem. We 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.
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, I'm not sure why the previous response didn't get accepted, but on 4/13/2015 a partial refund requested of $98.47 was issued through [redacted]. I have attached a screenshot of the [redacted] order showing the refund.Thank you,
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 customer. The 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 customer. If the item makes it to the customer, then it becomes their responsibility to pay to return the item. So as you can see, it is important to act quickly. In 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 4/30 before being turned around to us. If 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,
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 shipped. Going...
back and looking at all the original 4 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; $298.98. $221.00 was previously refunded. So now the entire has been refunded.Thank you for your patience and understanding.
Complaint: [redacted]I am rejecting this response because: the fact is the umbrella is mere garbage for the price paid. The lights never worked on it. I apologize that I did not contact your company sooner since I work alot of hours and stored the umbrella in the winter months. Now I have taken it out and finally thought I would try to reach out to the company to get assitance on the matter. It appears they are not willing to do anything for me? They do not stand by their product for more than 90 days? Why does your company choose 90 days rather than the typical one-year warranty?? You don't stand by your product because it is cheap. It clearly was a defective patio umbrella. Should I have reported it sooner? Of course but life happens. I never threatened to file a Revdex.com complaint....I said I would and indeed I did. 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 Revdex.com,I was hoping to have responded with a resolution, but we are still awaiting [redacted]'s reply to our email we sent last week on the 19th. Please see attached screen shot of the email. Once we have her response we can resolve the matter.Thank you for you help and consideration in this matter....
Sincerely,Rudy
I am going to wait for the chairs to be shipped.
Complaint: [redacted]
I am rejecting this response because we still do not have the replacement chairs. I have no problem with closing out this dispute out once we receive our chairs.
Sincerely,
[redacted]
Dear Revdex.com:This is the first time I have read the message from this company. I just checked my email on the date the company said they sent it and there is no such message in my inbox. I would love, however, to get this fairly resolved.The company is offering an exchange or a refund. Under 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 refund. I 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 fault. Please 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.[redacted]@gmail.com[redacted]
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 awning. The 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', etc. when 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, etc. and that is completely ok, but it is costly to ship product for people to see if they like the item or not. When this is the case we do allow returns (even up to 90 days as long as the product is in new condition and in the original packaging), only the customer is responsible for return shipping. We 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 [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello,I tracked down this order in our archives... as it was from June 19, 2014. This order is 10 months old and our warranty period is 90 days as stated on our website and every marketplace we sell on (and has been for years).When there is a manufacturer defect, it is going to be manifest right...
away... definitely within 30 days, so we go three times that time as a warranty period. This is not a car with complex systems that take time (even years) for problems to arise from a manufacturer defect; it is just an umbrella with a pole, ribs, fabric, LED lights, wire, and a small solar panel. Right when you set it up you can see if there is something wrong with the frame, fabric, wiring, etc. With this one being 10 months old, there are many things that could have happened in that time to damage the umbrella that has nothing to do with the manufacturer. We had explained to him that it was too far outside our warranty period, and he threatened us with a Revdex.com case. In this particular case, we have communicated with this person and they just didn't like the reality of the situation.If you need any additional information to close this case, please let us know.Thank you for your time and consideration in this matter.Sincerely,[redacted]
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 returned. I 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 it. We 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,
Subject: RE: Revdex.com COMPLAINT # [redacted] VS AOSOM LLCHi [redacted], Walmart didn’t allow us to refund her, so we contacted her to verify her physical address and sent a check instead. She should receive it within a week.Thank you,Rudy M[redacted] Customer Service Supervisor | Aosom LLC27150 SW Kinsman Rd, Wilsonville, Oregon 97070Tel: 503-746-5886 [redacted] | Email: [redacted]@aosom.comWeb: www.aosom.com
This matter has been resolved to my satisfaction.
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 shipped. I have attached the email thread which includes this correspondence and the pieces being requested. Once I have tracking, I will update the...
customer and this complaint. Thank you,Rudy | CS Supervisor
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 5/5/2016 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]
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 system. This was because it was from last year and archived. I have obtained the order information...
from our IT department and have emailed the customer apologizing for this communication problem. We 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.
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, I'm not sure why the previous response didn't get accepted, but on 4/13/2015 a partial refund requested of $98.47 was issued through [redacted]. I have attached a screenshot of the [redacted] order showing the refund.Thank you,
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 customer. The 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 customer. If the item makes it to the customer, then it becomes their responsibility to pay to return the item. So as you can see, it is important to act quickly. In 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 4/30 before being turned around to us. If 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,
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 shipped. Going...
back and looking at all the original 4 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; $298.98. $221.00 was previously refunded. So now the entire has been refunded.Thank you for your patience and understanding.
Complaint: [redacted]I am rejecting this response because: the fact is the umbrella is mere garbage for the price paid. The lights never worked on it. I apologize that I did not contact your company sooner since I work alot of hours and stored the umbrella in the winter months. Now I have taken it out and finally thought I would try to reach out to the company to get assitance on the matter. It appears they are not willing to do anything for me? They do not stand by their product for more than 90 days? Why does your company choose 90 days rather than the typical one-year warranty?? You don't stand by your product because it is cheap. It clearly was a defective patio umbrella. Should I have reported it sooner? Of course but life happens. I never threatened to file a Revdex.com complaint....I said I would and indeed I did. 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]