Initial Business Response /* (1000, 5, 2015/05/16) */
Contact Name and Title: [redacted] owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allrvstuff.com
I'm the person who sold the 12V Specialty RV Ceiling Fan to the person filing this complaint. I have a SSL server that stores all forms from...
my website and I don't delete any ever and I have all of them since I started my business but I don't have any from this customer, server glitch I don't know but I did not receive any email response in my email, this customer called and left me a message May 1st at 9:46 am, called at 2:28 and I was on phone, called at 2:42 and I answered and told the client that she can gladly send the product back for a refund if unused and new condition and gave address to send back to. For the client to say she left several messages is a complete lie cause I have that one and only single message still on my phone. Received package on May 11th and I opened the package and nothing was in the original packaging, fan blades were shrink wrapped in plastic when sent and there was no shrink wrap and there are 2 blades scratched from what looks like someone trying to install blades. Remote control was all out of original box and all over package, Motor was no longer in box, blade holders are scratched and I was also "missing" a piece of hardware, absolutely nothing is as shipped, customer didn't even want to hear of any options she may have of possibly filing a shipping complaint if damaged in shipping which would not have done any good cause the products were not properly packaged for shipping per UPS shipping guidelines. When I told her that I wasn't going to refund her she simply hung up on me when I tried to further the conversation with her options. I wish I could post pictures on this form but I can't find anywhere to do so cause pictures are worth a thousand words! I can't sell this fan at all cause of the damage it has therefore denying the request for a refund, I will return fan to client if she wants it back at her shipping expense as I can't do anything with this ceiling fan to resell and I have the package as received. Client says the fan is triple the price but I have proof that it is simply not the case, my biggest competitor is more than $50 higher in cost than me. It is a specialty fan designed for an RV and the client has said I lied about things but I simply haven't lied about a single item and I feel sorry for the client but I can't refund money for an item that was damaged and tried to return for a refund? I simply try to do everything I possibly can to help my customers and I have many thousands of happy customers that will attest to that. This is the very first case I have ever had on the Revdex.com and there is a reason, I take care of my customers.
OFFER:
I can offer to send the fan back to her, I'll even do it at my expense which is more than gracious under the circumstances. All profit will be lost but I'm willing to go out of my way to help some customers.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't believe this guy! I never hung up on him. He told me he wasn't giving me a refund to which I replied "your not going to refund me". I couldn't believe it, I was actually so shocked I was speechless. I then told him there was no use arguing and I would proceed with further measures. this business lacks in communication and I did leave two emails and two messages. I ok course opened the fan and it's parts. That's when I realized it wasn't what I needed. I sent it back in perfect condition. Of course some of the original packaging was missing but I assure you all parts were present. This is just ridiculous. This business is not one I would recommend or ever use again. If they feel they are so good to all there customers they should practice the same with me and give me a refund. Why would I want him to ship me a fan that will not work for me? Anyhow, costly lesson learnt I will be more careful who I deal with on the Internet. I also am reviewing them on yelp and other assorted internet info sites.
Initial Business Response /* (1000, 5, 2015/05/16) */
Contact Name and Title: [redacted] owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@allrvstuff.com
I'm the person who sold the 12V Specialty RV Ceiling Fan to the person filing this complaint. I have a SSL server that stores all forms from...
my website and I don't delete any ever and I have all of them since I started my business but I don't have any from this customer, server glitch I don't know but I did not receive any email response in my email, this customer called and left me a message May 1st at 9:46 am, called at 2:28 and I was on phone, called at 2:42 and I answered and told the client that she can gladly send the product back for a refund if unused and new condition and gave address to send back to. For the client to say she left several messages is a complete lie cause I have that one and only single message still on my phone. Received package on May 11th and I opened the package and nothing was in the original packaging, fan blades were shrink wrapped in plastic when sent and there was no shrink wrap and there are 2 blades scratched from what looks like someone trying to install blades. Remote control was all out of original box and all over package, Motor was no longer in box, blade holders are scratched and I was also "missing" a piece of hardware, absolutely nothing is as shipped, customer didn't even want to hear of any options she may have of possibly filing a shipping complaint if damaged in shipping which would not have done any good cause the products were not properly packaged for shipping per UPS shipping guidelines. When I told her that I wasn't going to refund her she simply hung up on me when I tried to further the conversation with her options. I wish I could post pictures on this form but I can't find anywhere to do so cause pictures are worth a thousand words! I can't sell this fan at all cause of the damage it has therefore denying the request for a refund, I will return fan to client if she wants it back at her shipping expense as I can't do anything with this ceiling fan to resell and I have the package as received. Client says the fan is triple the price but I have proof that it is simply not the case, my biggest competitor is more than $50 higher in cost than me. It is a specialty fan designed for an RV and the client has said I lied about things but I simply haven't lied about a single item and I feel sorry for the client but I can't refund money for an item that was damaged and tried to return for a refund? I simply try to do everything I possibly can to help my customers and I have many thousands of happy customers that will attest to that. This is the very first case I have ever had on the Revdex.com and there is a reason, I take care of my customers.
OFFER:
I can offer to send the fan back to her, I'll even do it at my expense which is more than gracious under the circumstances. All profit will be lost but I'm willing to go out of my way to help some customers.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't believe this guy! I never hung up on him. He told me he wasn't giving me a refund to which I replied "your not going to refund me". I couldn't believe it, I was actually so shocked I was speechless. I then told him there was no use arguing and I would proceed with further measures. this business lacks in communication and I did leave two emails and two messages. I ok course opened the fan and it's parts. That's when I realized it wasn't what I needed. I sent it back in perfect condition. Of course some of the original packaging was missing but I assure you all parts were present. This is just ridiculous. This business is not one I would recommend or ever use again. If they feel they are so good to all there customers they should practice the same with me and give me a refund. Why would I want him to ship me a fan that will not work for me? Anyhow, costly lesson learnt I will be more careful who I deal with on the Internet. I also am reviewing them on yelp and other assorted internet info sites.