Purchased a life time guaranteed hose from Tractor Supply. Stanleys Fatmax. Hose end seperated from hose. Trying to get hose warranted but Bond mfg. keeps asking for the same information thats been provided twice. Their customer service is a joke.
Hello ***,
Please accept my sincerest apologies for the delay in responseYou are absolutely right, this issue should have been resolved immediately as the nature of your issue is simple to fixWe do take responsibility for the delay and once again, do offer our sincerest apologiesI
have submitted an order for you and you should be receiving the replacement adjusting knobs with the longer length by 8/21/Please find the tracking number below:
USPS - ***
This will be leaving our California location today by 1pm PST.
Should you have any questions, please don't hesitate to contact us at *** or via email at ***
Your reference number is: ***
Thank you,
*** ***
Hello,
The customer contacted us on April 28th and initially request a refundUnfortunately, without an itemized receipt we are unable to process the request for a refund and offered a replacement hoseThis answer was considered unsatisfactory and we offered a replacement which was
declinedThe customer then hung up on us*** contacted us again on May 19th to explore her optionsWe offered to replace her existing hose with an alternate option and sent her an e-mail with the offer for the replacementThe hose being offered was a foot Stanley FatMax hose which would be an upgrade from her current hoseThe customer called us back on May 22nd to express that she was not satisfied with the FatMax hose. She did note the difference in pricing, however, the FatMax hose is one of the best hoses we have available and were hoping to make her day with this offerWe offered the customer an alternate hose on May 22nd and received her responseWe then proceeded with the warranty process and replied stating that her response would be submitted and asked that she please allow approximately 7-business days for processing at which point the hose would be shippedI do show that she called us again on June 8th, days after the 7-business days and her hose was due to leave that same dayWe then offered a $refund as a courtesy in addition to the already issued hose for the added delay.
*** accepted the refund and the hose and this case is now closed.
Thank you,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have also received the replacement item.Sincerely, *** ***
Per our original conversation, we are unable to provide a refund without the use of a receipt. Per our most recent conversation on the partial refund which was offered as a courtesy had been submitted and issued the week of the June 16th. The check would have been mailed at that time and should have...
been delivered to your home at the provided address. We understand that you have not received the initially sent check and offered to cancel the check which was previously issued to send another in its place. We went ahead and canceled the first check and issued out another in its place which has already been mailed. We sent you an email on Friday, July 14th to further confirm this course of action. I have attached the email confirmation for further review.
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]
Initial Business Response /* (1000, 5, 2015/07/14) */
Hello [redacted],
We would be more than happy to process a warranty claim for you and request an upgrade! I do apologize for the color sent, we unfortunately, do not have any color reference listed under your file. We do, however, advise that we...
will substitute the item for the closest available model during the initial warranty call. I am including our warranty information for your convenience, please proceed accordingly to process a new warranty claim:
Thank you for contacting Bond Manufacturing. We have received your request regarding the warranty on our product. We do apologize for any inconvenience this may have caused you. In order to better assist you with this request, please submit photos of the manufacturing defect, the packaging and/or a proof of purchase from the store where you purchased the item.
When submitting a receipt, please ensure that the following are shown in the picture or scan: place of purchase, date of purchase and the purchase price.
Once your information is received, we will submit your information over to the warranty department for review. This process should take approximately 5-7 business days after which we will send a same item replacement. If we no longer stock this model, we will substitute the unit for the closest available model in stock.
Should you have any questions, please don't hesitate to contact us at 1.866.771.2663 or via email at [redacted]@bondmfg.com.
Your reference number is: CIDXXXXXX.
Please let me know if you have any further questions. We would be more than happy to help.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: [redacted] CS SuPERVISOR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Hello [redacted],
As we discussed on Friday, June 5th we are more than happy to accommodate the issue you are having. We have already...
take your information and proof of purchase and submitted it to our team for the resolution you requested.
Please feel free to contact us directly for any further questions. Our phone number is [redacted] and we are available Monday through Friday from 8am to 4:30pm PST.
I do apologize for the extended delay but I do show that your claim has been approved and is currently in our shipping que getting ready to go out. I do understand that the delay has been extended and this is attributed to our busy season. We are responding and processing...
every request in the order in which it is received. Please accept our sincerest apologies. We will have one of our representatives contact you shortly to provide you with the tracking information fro your request.
We appreciate your patience.
Hello [redacted], I do apologize for the delay in response through e-mail. It does look like the thermocouple was shipped to you but through the US mail. Due to the nature of the shipment we cannot provide a tracking number but we would be more than happy to resend it via priority mail to be able to...
provide a tracking number. I have arranged for the shipment to leave us today and the tracking number will be [redacted]. To tack this shipment please go to usps.com and enter in the tracking number under track a package. Should you have any questions, please don't hesitate to contact us at [redacted] or via email at [redacted]. Your reference number is: [redacted].
Initial Business Response /* (1000, 5, 2015/06/10) */
Hello [redacted],
We sincerely do apologize for any inconvenience that you may have experienced. It looks like the greenhouse that you were contacting us about is actually not our product. I looked the model number you provided via Revdex.com online...
and the manufacturing company for this particular item is OGrow. If this is the same unit that you have please contact OGrow via phone at XXX-XXX-XXXX. The model number for the Bond Greenhouse is XXXXX and the covers that come along with the unit are clear. In addition to that, the new covers provided for the unit are made out of a ticker quality than the ones originally found with the product. We do apologize for the mix-up. Please let us know if you require further assistance. Our phone number is [redacted] and we are available Monday through Friday from 8am to 4:30pm PST.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm embarrassed to say I was working with the wrong company. When I contacted Home Depot, I had no information regarding the product. The researched the product and stated the greenhouse I purchased was from Bond MFG. and provided me their phone number. So that where I started. However I'm a bit surprised their customer service staff didn't catch that we could have all saved 6 months of our time. I'm not placing blame on Bond MFG but Home Depot for not knowing who's product it was.
Thank you Hayde.
I sincerely do apologize for the delay and do show that the replacement is due to be delivered on 8/18/2017. Please expect it to arrive via FedEx under tracking number: [redacted]. We sincerely appreciate your patience.
Initial Business Response /* (1000, 5, 2015/08/27) */
Hello [redacted],
I show that a refund check for the purchase price of the soaker hose, $8.99, was approved on 8/19/15 which was 6 business days after the claim was submitted for review, 8/11/15. The check should have been mailed via USPS and would...
be coming from California. We sincerely do apologize for any inconvenience this may have caused. As for a replacement hose, please know that if you would prefer a replacement we would be more than happy to issue one out for you! We strive to provide the best customer service experiences and would love to turn this experience in to a positive one for you Sir. Should you choose to have a replacement please contact us at 1.866.771.2663, we are available Monday through Friday from 8am to 4:30pm PST.
Have a wonderful day!
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
8-29-15
Sent via email from consumer:
[redacted]
They claim to have sent a refund check on Aug 19th but I never got it.
Final Business Response /* (4000, 9, 2015/09/02) */
Hello [redacted],
I e-mailed you on Monday, 8/31/15, in regards to this request. I show that the check was issued already and asked that you please contact us directly if you do not receive it by the end of the week. The reason for this is because if the check was lost in the mail, we can always request that the check be reissued for your convenience. Please let us know if you have not received the check by the end of the week to proceed accordingly.
Thank you,
[redacted].
Final Consumer Response /* (2000, 11, 2015/09/11) */
9-10-15
Sent via email:
[redacted]
Business has sent the refund check they promised.
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 if and only if my warranty starts over once I take the time to install the part.Sincerely, [redacted]
I do show that the replacement has already been issued and is due to be delivered today via FEDEX. Please find the tracking number below:
FEDEX [redacted]
Hello ***,
Please accept my sincerest apologies for the delay in responseYou are absolutely right, this issue should have been resolved immediately as the nature of your issue is simple to fixWe do take responsibility for the delay and once again, do offer our sincerest apologiesI
have submitted an order for you and you should be receiving the replacement adjusting knobs with the longer length by 8/21/Please find the tracking number below:
USPS - ***
This will be leaving our California location today by 1pm PST.
Should you have any questions, please don't hesitate to contact us at *** or via email at ***
Your reference number is: ***
Thank you,
*** ***
Hello,
The customer contacted us on April 28th and initially request a refundUnfortunately, without an itemized receipt we are unable to process the request for a refund and offered a replacement hoseThis answer was considered unsatisfactory and we offered a replacement which was
declinedThe customer then hung up on us*** contacted us again on May 19th to explore her optionsWe offered to replace her existing hose with an alternate option and sent her an e-mail with the offer for the replacementThe hose being offered was a foot Stanley FatMax hose which would be an upgrade from her current hoseThe customer called us back on May 22nd to express that she was not satisfied with the FatMax hose. She did note the difference in pricing, however, the FatMax hose is one of the best hoses we have available and were hoping to make her day with this offerWe offered the customer an alternate hose on May 22nd and received her responseWe then proceeded with the warranty process and replied stating that her response would be submitted and asked that she please allow approximately 7-business days for processing at which point the hose would be shippedI do show that she called us again on June 8th, days after the 7-business days and her hose was due to leave that same dayWe then offered a $refund as a courtesy in addition to the already issued hose for the added delay.
*** accepted the refund and the hose and this case is now closed.
Thank you,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have also received the replacement item.Sincerely, *** ***
Per our original conversation, we are unable to provide a refund without the use of a receipt. Per our most recent conversation on the partial refund which was offered as a courtesy had been submitted and issued the week of the June 16th. The check would have been mailed at that time and should have...
been delivered to your home at the provided address. We understand that you have not received the initially sent check and offered to cancel the check which was previously issued to send another in its place. We went ahead and canceled the first check and issued out another in its place which has already been mailed. We sent you an email on Friday, July 14th to further confirm this course of action. I have attached the email confirmation for further review.
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]
Initial Business Response /* (1000, 5, 2015/07/14) */
Hello [redacted],
We would be more than happy to process a warranty claim for you and request an upgrade! I do apologize for the color sent, we unfortunately, do not have any color reference listed under your file. We do, however, advise that we...
will substitute the item for the closest available model during the initial warranty call. I am including our warranty information for your convenience, please proceed accordingly to process a new warranty claim:
Thank you for contacting Bond Manufacturing. We have received your request regarding the warranty on our product. We do apologize for any inconvenience this may have caused you. In order to better assist you with this request, please submit photos of the manufacturing defect, the packaging and/or a proof of purchase from the store where you purchased the item.
When submitting a receipt, please ensure that the following are shown in the picture or scan: place of purchase, date of purchase and the purchase price.
Once your information is received, we will submit your information over to the warranty department for review. This process should take approximately 5-7 business days after which we will send a same item replacement. If we no longer stock this model, we will substitute the unit for the closest available model in stock.
Should you have any questions, please don't hesitate to contact us at 1.866.771.2663 or via email at [redacted]@bondmfg.com.
Your reference number is: CIDXXXXXX.
Please let me know if you have any further questions. We would be more than happy to help.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/09) */
Contact Name and Title: [redacted] CS SuPERVISOR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Hello [redacted],
As we discussed on Friday, June 5th we are more than happy to accommodate the issue you are having. We have already...
take your information and proof of purchase and submitted it to our team for the resolution you requested.
Please feel free to contact us directly for any further questions. Our phone number is [redacted] and we are available Monday through Friday from 8am to 4:30pm PST.
Hello [redacted],
I do apologize for the extended delay but I do show that your claim has been approved and is currently in our shipping que getting ready to go out. I do understand that the delay has been extended and this is attributed to our busy season. We are responding and processing...
every request in the order in which it is received. Please accept our sincerest apologies. We will have one of our representatives contact you shortly to provide you with the tracking information fro your request.
We appreciate your patience.
Sincerely,
[redacted]
Hello [redacted], I do apologize for the delay in response through e-mail. It does look like the thermocouple was shipped to you but through the US mail. Due to the nature of the shipment we cannot provide a tracking number but we would be more than happy to resend it via priority mail to be able to...
provide a tracking number. I have arranged for the shipment to leave us today and the tracking number will be [redacted]. To tack this shipment please go to usps.com and enter in the tracking number under track a package. Should you have any questions, please don't hesitate to contact us at [redacted] or via email at [redacted]. Your reference number is: [redacted].
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
Hello [redacted],
We sincerely do apologize for any inconvenience that you may have experienced. It looks like the greenhouse that you were contacting us about is actually not our product. I looked the model number you provided via Revdex.com online...
and the manufacturing company for this particular item is OGrow. If this is the same unit that you have please contact OGrow via phone at XXX-XXX-XXXX. The model number for the Bond Greenhouse is XXXXX and the covers that come along with the unit are clear. In addition to that, the new covers provided for the unit are made out of a ticker quality than the ones originally found with the product. We do apologize for the mix-up. Please let us know if you require further assistance. Our phone number is [redacted] and we are available Monday through Friday from 8am to 4:30pm PST.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm embarrassed to say I was working with the wrong company. When I contacted Home Depot, I had no information regarding the product. The researched the product and stated the greenhouse I purchased was from Bond MFG. and provided me their phone number. So that where I started. However I'm a bit surprised their customer service staff didn't catch that we could have all saved 6 months of our time. I'm not placing blame on Bond MFG but Home Depot for not knowing who's product it was.
Thank you Hayde.
Hello [redacted],
I sincerely do apologize for the delay and do show that the replacement is due to be delivered on 8/18/2017. Please expect it to arrive via FedEx under tracking number: [redacted]. We sincerely appreciate your patience.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/27) */
Hello [redacted],
I show that a refund check for the purchase price of the soaker hose, $8.99, was approved on 8/19/15 which was 6 business days after the claim was submitted for review, 8/11/15. The check should have been mailed via USPS and would...
be coming from California. We sincerely do apologize for any inconvenience this may have caused. As for a replacement hose, please know that if you would prefer a replacement we would be more than happy to issue one out for you! We strive to provide the best customer service experiences and would love to turn this experience in to a positive one for you Sir. Should you choose to have a replacement please contact us at 1.866.771.2663, we are available Monday through Friday from 8am to 4:30pm PST.
Have a wonderful day!
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
8-29-15
Sent via email from consumer:
[redacted]
They claim to have sent a refund check on Aug 19th but I never got it.
Final Business Response /* (4000, 9, 2015/09/02) */
Hello [redacted],
I e-mailed you on Monday, 8/31/15, in regards to this request. I show that the check was issued already and asked that you please contact us directly if you do not receive it by the end of the week. The reason for this is because if the check was lost in the mail, we can always request that the check be reissued for your convenience. Please let us know if you have not received the check by the end of the week to proceed accordingly.
Thank you,
[redacted].
Final Consumer Response /* (2000, 11, 2015/09/11) */
9-10-15
Sent via email:
[redacted]
Business has sent the refund check they promised.
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 if and only if my warranty starts over once I take the time to install the part.Sincerely, [redacted]
Hello [redacted],
I do show that the replacement has already been issued and is due to be delivered today via FEDEX. Please find the tracking number below:
FEDEX [redacted]
Thank you,
[redacted]