BrandShop

In reviewing MrDenson's complaint, he had ordered a $watch from our website on 3/ On 3/27, he contacted us to state that the watch he received inside the packaging was not the one he ordered He gave us a module number from the watch and the operator manual that was included We also requested a picture of what was shipped The watch received was $ All watches are packaged in the factory and are sealed, so we needed to investigate what had occurred and insure our remaining inventory contained the correct watch We had not heard a complaint like this before Within hours of his initial call, we had investigated and contacted Mr Denson back and offered to send out the correct watch with a return label to get the incorrect one back He declined the reshipment of the watch and has requested a refund instead A return label has been sent and we are waiting on the return of the watch shipped A refund in full has been issued to his credit card on 4/ If you should need additional information regarding this complaint, please let us know

Please let this letter serve as our official response to your request for information regarding a customer complaint # [redacted] concerning [redacted] A credit for shipping has been issued and the remainder of her order is scheduled to ship out tomorrow If there is any other information you require, please do not hesitate to contact meSincerely, Shannon P [redacted] Manager, Customer Contact Center BrandShop

Complaint: [redacted] I received your email today concerning my subject complaint with a company responseThe company that is responding to the complaint (BrandShop) is different from the one I filed on ( [redacted] ***)Is there something mixed up or has the company changed their name? If it is the same company I filed on, then I would be willing to accept their offerBut I believe there is one problem, they cancelled my order with the part numbers that I neededHow are they going to fulfill my request? It's funny but their response to the complaint is similar to when I would call them about the order "it will ship at the end of the month"This I was told repeatedlyThat never happened and then the order would be cancelledThey would make me place a new order with all the same information because they did not retain the information that was already submittedSo how do they know which parts I ordered and need? The reason I'm sending this is I would like to respond favorably to the "Accept Business Response" but I seriously doubt they will fulfill their obligationI would hate to close this case without seeing some positive results Sincerely [redacted] ***

Hello The total order charge was $ A credit for the product has been issued for $and I have just credited back the remaining $ Refund has been issued to the card on file Thank you Shannon

We are Brandshop and we handle orders and inquiries for Nexgrill Consumer Services I apologize the confusion All complaints should be made under the Brandshop profile so the original profile was merged I was able to locate your previous orders and as stated I replaced the order at no charge for the items that were on the last order I can certainly contact you directly to discuss this further The parts are currently out of stock and we are expecting the delivery from overseas at the end of the month I have prioritized your order and I will continue to check your order to be sure that it does ship when the parts arrive Please consider this an official explanation for the rejection If there is any other information you require, please do not hesitate to contact me Sincerely, Shannon P [redacted] Manager, Customer Contact Center BrandShop

In reviewing [redacted] complaint, we certainly apologize for her ordering and customer service experience with our company Due to the overwhelming response to the closeout sale at 70% off, items were sold out and we experienced shipping delays We always will review internally a complaint in terms of our service and how a customer was handled We have issued [redacted] *** a credit of $for her order with us and the amount that she was charged by our company We strive to provide a quality experience that is both professional and courteous and we are sorry that this was not the case in [redacted] experience

From: [redacted] Sent: Wednesday, January 31, 12:PM To: Revdex.com [redacted] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Hello [redacted] , Thank you for your email Shortly after filing the complaint, after getting a reply from the company that was identical to the ones they sent me several months ago, I mentioned in an email to them that I had filed the complain with you Within about minutes, they had both written and called me in an attempt to resolve the issue At this point, I have not responded to themI would prefer that all communication with the company be mediated by the Revdex.comIt seems obvious to me that after months of giving me incomplete answers and refusing to read my emails carefully for details or refund my money, they were spurred into action only after I mentioned a complain had been filed I think this in inexcusable and contemptible behavior on the part of the company --they provide real customer service only after knowing they have been reportedI would like all further communication to go through the Revdex.com so both the complaint and my history with the company is on record with youI think their attempts are last-minute run-arounds to avoid having a complaint on file--a complaint that is justly deserved I know the whole point of filing a report is to reach resolution, but I would prefer that the Revdex.com be the mediator in that resolution Is this acceptable? ***

Dear [redacted] We do apologize for any confusion A credit was issued for the $on 3/ There may be a confusion with the model you have and the part you need I would suggest contacting [redacted] parts department at ###-###-#### to verify the part you need Thank you Shannon Cuisinart Webstore

Hello I received this complaint in the mail today This is the first message we have received regarding this order I apologize for the delay The first order was cancelled and the charge was not processed You may have seen an authorization however the auth would have dropped from the card within business days It was not a charge The second order I show was returned to us and a full credit was issued Thank you Shannon Cuisinart Webstore

In reviewing MrHickman's complaint, he placed an order with us on 11/11/ Generally, most backorders are received into stock within business days In the event we are unable to ship an order, we follow FTC guidelines and send out communications about the status of the order and provide any expected in stock dates, if available MrHickman received the FTC notices and responded to the day notice to keep the order active Following the guidelines, his order was canceled by our system at days, since we still not have the product to send We are not the manufacturer of the product, but an online store that sells ETON products We rely on the manufacturer to provide us with inventory and updates on availability If we are given specific dates and it is a lengthy backorder, we will either remove the buy button or add the information to the site Unfortunately, on the products ordered, we were not provided this information on when we would be able to ship On 3/13, MrHickman contacted us to replace his order A new order was placed and the product was received into our warehouse and his order shipped on 3/ We are not able to send free products for the delay However, we have issued a credit of $for the shipping and handling on the order as an additional 10% of the purchase price, a credit in the amount of $ If you need additional information concerning this complaint, please let us know

From: Shannon P [redacted] Sent: Friday, January 19, 10:AM To: [redacted] Subject: RE: [redacted] Hi [redacted] We are currently looking at ways to update our inventory system Communication to the customers is being researched and we are looking at ways to improve She has been credited for the order The order shipped in error She can keep the item

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is truthful and the discounts and shipping rebate are quite satisfactory to me Sincerely, Martin Hickman

Dear [redacted] Please let this letter serve as our official response to your request for information regarding a customer complaint [redacted] [redacted] order was delayed in processing due to an error in the price on her order The authorization was requested for more than what the order was for so the system rejected the order We were not made aware that the order rejected and we were unable to locate the order in the system because of the error The order did not download into our system Our team was able to locate the order and push it through to be viewed The authorization was reversed and the order has been cancelled A credit is not necessary and we do apologize to the consumer for any inconvenience If there is any other information you require, please do not hesitate to contact me Sincerely, Shannon P [redacted] Manager, Customer Contact Center BrandShop

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]

This issue was actually resolved by the company to my expectationsThey fully refunded my orderCan you please update this complaint to regard that resolution? Thanks

Revdex.com: Thank you for your time in looking at this matter, they have finally resolved the problem by following there policy's.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

August 15, "Calibri","sans-serif Revdex.com Berlin Road Cromwell, CT Attn: [redacted] D [redacted] Please let this letter serve as our official response to your request for information regarding a customer complaint # A credit has been issued for the full amount charged We apologize for any confusion or inconvenience If there is any other information you require, please do not hesitate to contact me Sincerely, [redacted]

August 15, Revdex.com Berlin Road Cromwell, CT Attn: [redacted] D [redacted] Please let this letter serve as our official response to your request for information regarding a customer complaint # A credit has been issued for the full amount charged We apologize for any confusion or inconvenience If there is any other information you require, please do not hesitate to contact me Sincerely, [redacted]

This issue was actually resolved by the company to my expectations. They fully refunded my order. Can you please update this complaint to regard that... resolution? Thanks.

Complaint: [redacted] I am rejecting this response because: The below quote from Suresource does not negate the fact that there was a line below each item that stated "Out of stock items will be shipped within 10 days". I read the quote Suresource outlined in their response but assumed (like any reasonable person) that if an item was able to be added to your cart and order placed - including receiving an electronic reciept - that the order had gone through and "Out of stock items will be shipped within 10 days". "**While supplies last. Offer expires 8/24/14. Excludes sale items. Enter discount code SUMMER70 at checkout to receive savings. Some restrictions may apply. Offer may not be combined with other promotions and may be terminated at any time without notice." Suresource can backtrack and try to defend their position as much as they want, but in the eyes of a customer they are completely wrong. The way the entire sale was handled was an unprofessional "mess". I still believe all customers that placed orders which were subsequently cancelled should receive ALL items ordered at the prices paid for them. "Out of stock items will be shipped within 10 days," apparently means nothing ot the company that puts that quote on their website. Sincerely, [redacted]