BrandShop

In reviewing Mr. [redacted]'s complaint, he did place an order with us on 11/28 for an item that was out of stock.  We do note on the site under an out of stock item that orders ship within 10 business days.  In our Customer Care section, we provide additional information concerning backorders...

and reiterate that usually most backorders are filled within 10 business days.  Unfortunately, the promotion for the camera at the price on Black Friday caused sales to exceed our expectations and demand for the product caused an additional delay in filling all backorders within those 10 business days.  We do follow FTC guidelines, and our records indicate an email was sent on 12/18 advising of the status of the order and that it was still on backorder.  Another notice is sent on day 45.  Mr. [redacted]'s order shipped ahead of that notice.  The order shipped on 1/6 and shows delivered as of 1/9.  We are sorry to have disappointed Mr. [redacted] with the information provided on our website concerning product availability.  We always take consumers feedback seriously and will review our policies and notification processes concerning backorders.

In reviewing Mr. Hickman's complaint, he placed an order with us on 11/11/2013.   Generally, most backorders are received into stock within 10 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.  Mr. Hickman received the FTC notices and responded to the 60 day notice to keep the order active.  Following the guidelines, his order was canceled by our system at 120 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, Mr. Hickman contacted us to replace his order.   A new order was placed and the product was received into our warehouse and his order shipped on 3/20.   We are not able to send free products for the delay.  However, we have issued a credit of $7.95 for the shipping and handling on the order as an additional 10% of the purchase price,  a credit in the amount of $17.94.
If you need additional information concerning this complaint, please let us know.

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]

March 2, 2016 Revdex.com [redacted] Attn: [redacted] Dear Ms. [redacted] Please let this letter serve as our official response to your request for information regarding a customer complaint #[redacted] concerning [redacted]. The burners have been shipped on...

2/15/2016 at no charge.  If there is any other information you require, please do not hesitate to contact me. Sincerely, [redacted] Manager, Customer Contact Center BrandShop

Complaint: [redacted]
I am rejecting this response because:
This is not a suffiecient response. The items were still available to be added to my cart and the order processed. I have pasted a copy of the receipt below. Crediting me $3.29 does not compensate for the $185.29 of products I order for the cost of $55.59. Like I mentioed in my initial complaint - the company left the products on the site available to be added to cart to be purchased. Under each item there was a disclaimer "out of stock items will be shipped within 10 days", there was no disclaimer on the receipt that items could be cancelled.
I also filed  a complaint with [redacted] to bring to their attention customer dissatisfaction with this experience and Suresource. I have relayed my experience on 15+ websites (mothering, teaching, sites that advertised the sale) telling other how I have file Revdex.com complaints.
 
Dear [redacted],
Thank you for ordering from [redacted]!
Pending the authorization of your credit card, we will ship your item(s) and
your credit card will be charged at the time of shipment.
Your order number for the merchandise below is #[redacted] and it is currently
being processed. Once we ship your order, you will receive a shipping
confirmation email as well.
Your order summary is provided below. We hope you enjoy your purchase!
Sincerely,
[redacted] Customer Service
Special Offers and
Promotions!
Be among the first to know about special sales and offers when you sign up for
the [redacted] email list. Click here
to join.Dear [redacted],
Thank you for ordering from [redacted]!
Pending the authorization of your credit card, we will ship your item(s) and
your credit card will be charged at the time of shipment.
Your order number for the merchandise below is #[redacted] and it is currently
being processed. Once we ship your order, you will receive a shipping
confirmation email as well.
Your order summary is provided below. We hope you enjoy your purchase!
Sincerely,
[redacted] Customer Service
Special Offers and
Promotions!
Be among the first to know about special sales and offers when you sign up for
the [redacted] email list. Click here
to join.
 




Your Order Summary:






ORDER NUMBER: [redacted]



Shipping Address:
[redacted]
[redacted]
[redacted]



























































Qty




Item #




Description




Total




 






3
2
1
2
2
1
2
3
1
4




CRA 75-2210
CRA 75-2330A
CRA 75-0209B
CRA 75-2242
CRA 75-2292
CRA 75-2240
CRA 75-0214 CLASSIC
CRA 04-5674
CRA 75-2217
CRA 08-0316




[redacted] Color Wonder Assorted Markers - 10 Ct.
Color Wonder Coloring Pad - Avengers
Color Wonder® Coloring Pad - Batman
[redacted] Color Wonder Cars 2 Gift Set
Color Wonder Refill Book - Doc McStuffins
[redacted] Color Wonder Princess Gift Set
Color Wonder® Gel Paint - Classic
Ultimate Art Case
[redacted]® Color Wonder™ Metallic Paper
[redacted]® Glow




$
7.19
$ 3.29
$ 1.65
$ 10.79
$ 3.29
$ 5.40
$ 3.59
$ 14.39
$ 3.60
$ 2.40




 















Net
Product:




$
185.29




 






Tax:




$
0.00




 






P
& H:




$
0.00




 






Total
Order:




$
55.59




 













Your Order Summary:






ORDER NUMBER: [redacted]



Shipping Address:
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** **
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Sincerely,
[redacted]

Case closed

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.

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

Dear [redacted]   Please let this letter serve as our official response to your request for information regarding a customer complaint [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]

Please let this letter serve as our official response to your request for information regarding a customer complaint #[redacted] concerning [redacted].
11pt; font-family: Calibri,sans-serif;"> 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 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]

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

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 me. Sincerely, [redacted]

August 15, 2016

"Calibri","sans-serif"; font-size: 11pt;">Revdex.com
29 Berlin Road
Cromwell, CT 06416
Attn: [redacted]
D[redacted]
*
Please let this letter serve as our official response to your request for information regarding a customer complaint #11630433 .
 
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]

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 $19.77 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.

August 15, 2016 Revdex.com 29 Berlin Road Cromwell, CT 06416 Attn: [redacted]
* Please let this letter serve as our official response to your request for information regarding a customer complaint #11630433 .   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]

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]