Berktree

Business did not provide delivery date, would not cancel order, website claimed to be registered Revdex.com and is not, immediate contact not available.Sun 1/17/16 we ordered item# MDL-PEF1028 expecting normal online purchase services. Shipping and delivery information was not made available it just said "new" Order# AB-3088. Tried online chat with message during business hours. Response was that it was unavailable. Mon 1/18 checked website for expected shipping and delivery time, still the same "new" order status. Online chat was still unavailable. Tues 1/19 checked again, tried online chat, and called business. No contact could be made with any method. Wed 1/20 funds were taken out of our account for purchase. Still no shipping/delivery information available online. Attempted contact again unsuccessfully. 1/20-23 checked for change of order status online with no change. Sun 1/24 received email that "product was on back order from manufacturer". Husband called right back to cancel order and get product elsewhere. [redacted], with Berktree, assured him that everything was fine. We contacted the manufacturer and confirmed that the product is in fact currently available. After researching more information about business we found that they erroneously display the Revdex.com logo on their website. We made the decision to contact our bank to resolve the issue via an alternate method. Our account will be temporarily credited from our bank while a resolution is being sought. I am confident that our bank can resolve the order cancellation issue. Hopefully the Revdex.com can have the Revdex.com logo removed from their website and this will protect others from being mislead.Desired Settlement-Revdex.com logo removed from their website-Order is cancelled and 100% of purchase refunded-Awareness so others are not falsely misleadBusiness Response Hello,This order was placed with our company on the 17th of January 2016. On Wednesday of the following week we emailed the customer notifying them that the item was on a 2 week backorder and asking them if they wanted to cancel. Here is that email:[redacted],I'm very sorry but while checking the status of this order we were informed this item is on a 2 week backorder. I'm sorry we were not told this before today. If you wish to cancel I certainly understand and can assist you with that. If not we will make sure this ships ASAP.[redacted]Berktree LLCOn the 24th (again a Sunday when we are not open) we received an email from the customer asking if the order had been shipped. We re-emailed them the email from 4 days prior that you see above since as we told them it appeared to have been missed or deleted. We also spoke to the customer notifying them of this over the phone.In summary, the claims that we did not contact them regarding their inquiries about this order are not true. We cannot control their email as of course emails can go to their spam as well as them simply not seeing our emails. Also, our online chat feature was open both days in which the customer attempted to use it. Also as you can clearly see from looking at both of our emails to the customer we offered to cancel the order if they wanted so the claim that we would not cancel their order is also completely false.In conclusion I'm not sure whom the customer has spoken to but I can assure you that still as of this morning (2/1/16) this item is on a backorder. Obviously as we informed the customer it was a 2 week backorder from the 20th of January so this would have been expected to ship to them this week. As we initially offered in our first email and as was requested on the complaint I have canceled and refunded the order for the total amount of 33.35 and that should appear on the customer's card within 1-2 business days.Consumer Response I am not going to restate the events. However, I ordered the exact same item from another company, who orders from the only manufacturer of this item, Sunday 1/31. My order was shipped out today, Monday 2/1 with a tracking # assigned and will be delivered Thursday 2/4. The refund amount from Berktree should be 39.34 not 33.35. It appears that they are not refunding the 5.99 shipping charge even though no item has been shipped. I did also notice that Berktree did not address the erroneous use of the Revdex.com logo on their site. The other company I ordered from had an A+ rating with the Revdex.com, and I can see why. I do hope that the Revdex.com will take action to stop the misuse of their outstanding credibility and consumer confidence. I thank the Revdex.com for their prompt response to this claim.Final Business Response As we stated yesterday, I'm sorry we realized the amount we included for the refund in last response did not include shipping the total amount refunded to the customer was 39.34 and they will again see that refund within 1-2 business days on their account.The credit was issued yesterday Date: 02/01/2016 Time: 10:52 PST in the amount of 39.34. Here is the transaction ID for the credit [redacted]. So again to re-iterate the customer has been refunded in full for the order. With regards to the customer ordering the item from another company and the item shipping on 2/1 I was informed while canceling the order per the customer's request that the order would have shipped yesterday through us as well so the reason the other company shipped it on 2/1 is because the backorder is now over as we had explained in our initial email that in would be a 2 week backorder which it was (2/1 is 2 weeks after the order was placed with us). Or perhaps, the other company had some left in stock and was not relying on the manufacturer backorder. Again that email was sent on 1/20/16 at 9:09 AM EST and was included in our last response but I have included it again here as well:Sent: Wednesday, January 20, 2016 9:09 AMTo: [redacted] Subject: Support Request : (order AB-3088)[redacted],I'm very sorry but while checking the status of this order we were informed this item is on a 2 week backorder. I'm sorry we were not told this before today. If you wish to cancel I certainly understand and can assist you with that. If not we will make sure this ships ASAP.[redacted]Berktree LLCWe've already been in contact with the Revdex.com in regards to our lapsed accreditation and are confident it will be resolved shortly.