Ben's Cycle & Fitness Center, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As of this writing, a credit has not been finalized to my card's account, but it seems probable to go through. I remain dissatisfied with the poor ethics of this Company. Hiring aggressive and incompetent staff is solely the fault of [redacted]. That's you, Vince. I do not accept your apology. I will never shop at your business online or in person again. You are a dishonest person unworthy of respect.Regards,
[redacted]

Hello,We apologize for the delay [redacted]'s refund. We did not intend to mislead in any way. The bicycle light the customer ordered was lost in our system and discontinued by the manufacturer; so we offered to upgrade him with a better light by the same manufacturer for the same price as he paid. No...

added cost.The emails from Matt our customer service tech I found it looks like he emailed [redacted] (Friday 6/5 1:41pm) if want to upgrade to better light for the same price. This light being out of stock and discontinued was completely our fault and in those case we will offer upgrade to make the customer happy.[redacted] emailed back to cancel the order (Friday 6/5 10:26pm). We are closed at this time; we come back into the office Monday morning (6/8 10am) and at this time Matt should have refunded [redacted]. We apologize. Matt instead emailed him to make sure he didn't want the upgrade (Monday 6/5 9:43am). Once again. We apologize and this should have been refunded at that time.I cannot find any email correspondence between Matt or [redacted] after this until the order was refunded on Thursday 6/11. Matt has been disciplined for the delay in [redacted]'s request for cancellation. This is NOT acceptable.I have attached a copy of our credit card processor of both the charge and the refund for the order. Matt put the refund for [redacted]'s order through on 6/11. After we put through a refund, it is up to individual banks to process and return the funds to the customers accounts. We have found that it can take 7-10 business days depending on banks.Once again, we cannot apologize enough for the delay in [redacted]'s refund on 6/11. This should have been done first thing on Monday 6/8. We did refund his total amount on 6/11/15 as you see from our online credit card processor image.Please let us know if there is anything else you would need from us.Best regards,Vince H[redacted]

Review: Online Order #[redacted] was made on 6-5-15 for $143.61. My Credit card was charged that amount the same day. 3 hours later I was told the item wasn't in stock & I should buy something else for the same price. One hour later I replied and said 'Cancel the Order.' 3 days later,6-8-15, the Order wasn't cancelled and I was again being asked to buy something else for the same price. 3 days after that, 6-11-15, I was told my Order has been refunded. As of 6-13-15, there is no refund of $143.61 posted to my Credit Card account. Ben's Cycle knowingly committed fraud when they immediately processed a $143.61 charge for an item they know they didn't have. Instead, they kept the charge active hoping I would buy something else, instead of voiding the transaction.Desired Settlement: Refund of $143.61

Business

Response:

Hello,We apologize for the delay [redacted]'s refund. We did not intend to mislead in any way. The bicycle light the customer ordered was lost in our system and discontinued by the manufacturer; so we offered to upgrade him with a better light by the same manufacturer for the same price as he paid. No added cost.The emails from Matt our customer service tech I found it looks like he emailed [redacted] (Friday 6/5 1:41pm) if want to upgrade to better light for the same price. This light being out of stock and discontinued was completely our fault and in those case we will offer upgrade to make the customer happy.[redacted] emailed back to cancel the order (Friday 6/5 10:26pm). We are closed at this time; we come back into the office Monday morning (6/8 10am) and at this time Matt should have refunded [redacted]. We apologize. Matt instead emailed him to make sure he didn't want the upgrade (Monday 6/5 9:43am). Once again. We apologize and this should have been refunded at that time.I cannot find any email correspondence between Matt or [redacted] after this until the order was refunded on Thursday 6/11. Matt has been disciplined for the delay in [redacted]'s request for cancellation. This is NOT acceptable.I have attached a copy of our credit card processor of both the charge and the refund for the order. Matt put the refund for [redacted]'s order through on 6/11. After we put through a refund, it is up to individual banks to process and return the funds to the customers accounts. We have found that it can take 7-10 business days depending on banks.Once again, we cannot apologize enough for the delay in [redacted]'s refund on 6/11. This should have been done first thing on Monday 6/8. We did refund his total amount on 6/11/15 as you see from our online credit card processor image.Please let us know if there is anything else you would need from us.Best regards,Vince H[redacted]

Consumer

Response: