I am rejecting this response because:
Unfortunately, I feel the business is in the wrong. Had I been informed of the standard shipping policy at time of purchase, I would fully agree this process has been unnecessary. Had I been informed of the standard shipping policy on Wednesday, March 7th I would have agreed I miss understood the customer service rep at time of purchase. However, it wasn't until we began this process that I was told shipping is 3-5 days. Haley did ensure me the part would be ordered and available on Monday, March 5th or at the latest Tuesday, March 6th. At this point in time it isn't about whether or not I was told a certain date, but the fact the company continues to deny the information I was provided, was rude. When I attempt to resolve the issue with them directly, they never offered to apologize for treating a customer poorly. Had Haley simply said "our standard shipping policy is 3-5 business days" on Wednesday, March 7th or on Friday, March 9th, I would have perhaps been frustrated with the confusion, but would have understood. Instead, I was told she had "no control over the mail" and I had no other option but to accept to continual delays. As far as the part being a "special order", the Samsung Galaxy S8 was one the most popular phones sold in 2017 (according to the latest research from [redacted]) I would assume a cell phone repair shop would keep these parts on hand. I have no intention in continuing business with this company and do believe I am entitled to a full refund. Thank you for your assistance in the matter.
She was charged on the 10.19.17 for the remaining balance on her current order, which was repaired successfully. the second charge on the 10.19.17 was for a deposit or a down payment if you would, towards the purchase of another screen repair service for her son. We only needed to refund the last payment she made to us, which was on 10.19.17 - This amount is the amount that was refunded. This $50.00 that was refunded, was a deposit on a special order part, that is typically a non-refundable deposit, as written in our policy. The customer claimed she did not want the repair, even after we ordered the screen and received the screen. We still chose to refund the customer this $50.00. The customer also stated in a previous message, that her bank refunded her in full $100.00. So she had to of gotten the $50.00 refunded back to her.
I am rejecting this response because:
The
information provided by the company is not completely accurate. I did visit the store on Saturday 03/03/18
and placed an order for the Galaxy S8 screen.
I was told at the time I placed the order that they were currently
running a promotion that included a free tempered glass screen protector with
my purchase (I gladly accepted). The
customer service representative, Haley, told me my order should be in by Monday
(03/05/18) or Tuesday (03/06/18) at the latest (See attached receipt with both pages). I was expecting the company to call once the
part had arrived, but by Wednesday, 03/07/18, I had not heard from them. I called the store at 11:07 am on Wednesday to check on the order status. Haley informed me that the part had not
arrived yet, but would arrive soon and that the repair would be complete before
the end of the week. On Friday, March 9th
at 3:02 pm, I called to see if I could bring my phone in for the repair. I, was once again, told the part had not
arrived and they would not be able to complete the repair until the following
week. At this point, I was frustrated
with the continual delays and wanted to take my business elsewhere. I was hoping to find a location that could do
the repair over the weekend. I asked for
a refund of my deposit because they were unable to deliver the service
requested within the agreed upon timeframe.
The customer service representative informed me that she had no control
over the mail and that the continual delays were not the company's fault. She did, however, offer to provide me with a
free screen protector. I informed her
that the screen protector was already included with my purchase. I asked what other options I had, and was
informed I had none. With no resolution
insight, I agreed I would contact them the following week in regards to the
repair, and contacted the Revdex.com for their help in resolving the matter. At this point, I am extremely dissatisfied
with their customer service, they have failed to deliver the service/goods at
the time agreed upon, and then informed me that I had no option but to agree to
their terms. I do feel the information they
provided in their rebuttal is inaccurate and I believe a full refund is
justified.
I am rejecting this response because:
Unfortunately, I feel the business is in the wrong. Had I been informed of the standard shipping policy at time of purchase, I would fully agree this process has been unnecessary. Had I been informed of the standard shipping policy on Wednesday, March 7th I would have agreed I miss understood the customer service rep at time of purchase. However, it wasn't until we began this process that I was told shipping is 3-5 days. Haley did ensure me the part would be ordered and available on Monday, March 5th or at the latest Tuesday, March 6th. At this point in time it isn't about whether or not I was told a certain date, but the fact the company continues to deny the information I was provided, was rude. When I attempt to resolve the issue with them directly, they never offered to apologize for treating a customer poorly. Had Haley simply said "our standard shipping policy is 3-5 business days" on Wednesday, March 7th or on Friday, March 9th, I would have perhaps been frustrated with the confusion, but would have understood. Instead, I was told she had "no control over the mail" and I had no other option but to accept to continual delays. As far as the part being a "special order", the Samsung Galaxy S8 was one the most popular phones sold in 2017 (according to the latest research from [redacted]) I would assume a cell phone repair shop would keep these parts on hand. I have no intention in continuing business with this company and do believe I am entitled to a full refund. Thank you for your assistance in the matter.
She was charged on the 10.19.17 for the remaining balance on her current order, which was repaired successfully. the second charge on the 10.19.17 was for a deposit or a down payment if you would, towards the purchase of another screen repair service for her son. We only needed to refund the last payment she made to us, which was on 10.19.17 - This amount is the amount that was refunded. This $50.00 that was refunded, was a deposit on a special order part, that is typically a non-refundable deposit, as written in our policy. The customer claimed she did not want the repair, even after we ordered the screen and received the screen. We still chose to refund the customer this $50.00. The customer also stated in a previous message, that her bank refunded her in full $100.00. So she had to of gotten the $50.00 refunded back to her.
We mailed a bank ck for $50 to Revdex.com [redacted] you should received.
I am rejecting this response because:
The
information provided by the company is not completely accurate. I did visit the store on Saturday 03/03/18
and placed an order for the Galaxy S8 screen.
I was told at the time I placed the order that they were currently
running a promotion that included a free tempered glass screen protector with
my purchase (I gladly accepted). The
customer service representative, Haley, told me my order should be in by Monday
(03/05/18) or Tuesday (03/06/18) at the latest (See attached receipt with both pages). I was expecting the company to call once the
part had arrived, but by Wednesday, 03/07/18, I had not heard from them. I called the store at 11:07 am on Wednesday to check on the order status. Haley informed me that the part had not
arrived yet, but would arrive soon and that the repair would be complete before
the end of the week. On Friday, March 9th
at 3:02 pm, I called to see if I could bring my phone in for the repair. I, was once again, told the part had not
arrived and they would not be able to complete the repair until the following
week. At this point, I was frustrated
with the continual delays and wanted to take my business elsewhere. I was hoping to find a location that could do
the repair over the weekend. I asked for
a refund of my deposit because they were unable to deliver the service
requested within the agreed upon timeframe.
The customer service representative informed me that she had no control
over the mail and that the continual delays were not the company's fault. She did, however, offer to provide me with a
free screen protector. I informed her
that the screen protector was already included with my purchase. I asked what other options I had, and was
informed I had none. With no resolution
insight, I agreed I would contact them the following week in regards to the
repair, and contacted the Revdex.com for their help in resolving the matter. At this point, I am extremely dissatisfied
with their customer service, they have failed to deliver the service/goods at
the time agreed upon, and then informed me that I had no option but to agree to
their terms. I do feel the information they
provided in their rebuttal is inaccurate and I believe a full refund is
justified.