Bubble Bump Soccer

Complaint: [redacted]
I am rejecting this response because:My first complaint written in this form states that we used the balls-just go the beginning of this thread and see for yourself.  My report to [redacted] states that the balls were used-so whats your point?  This is sounding kinda like your first response when you claimed that [redacted] had thrown this claim out (when they clearly had not) or that they considered it a "bogus claim" Obviously, your written statements then were untrue.   
Regards,
[redacted]

As stated in our terms & conditions of sale:
All sales are final. No returns / refunds will be accepted once the order has been placed and paid for.
Warranty of the product does not include any puncture or deflation of the balls. PVC repair kits are included in all orders. Any hardware (straps / buckles) that is defective will be replaced from us and will need to be installed or repaired by the customer.
Please contact us with any additional questions regarding returns.
http://www.bubblebumpsoccer.com/faq/
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We are happy to have the customer ship back at their expense for us to inspect our product and repair as needed and ship back to the customer (At customer's expense). As noted, we do not accept returns or refunds, however, in this case, I"m happy to be accommodating and repair any leaks that the customer is experiencing.
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Regarding any straps issues, again as noted, we are happy to have the customer ship back the product (at customer's expense) for us to inspect and repair as needed.
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In either case, if the product has been used in any way (visible surface scratches, signs of use), we will need to charge for these repairs prior to shipping (at customer's expense) back to the customer.
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If there are any other needs for repair, as noted in our warranty, we will send out additional repair kits / straps as needed to repair any additional holes that may / may not occur for a period of up to 12 months after the initial purchase date.

Dear Revdex.com,
We have not received anything from this company since we bought the Bubbles. We did receive extra pieces of plastic when we bought the bubbles which were supposed to be used for repairing the bubbles. We have been using these pieces of plastic to patch the holes but they act as only a short term solution for which we have to replace after every event once the hole opens again. We have had, on several occasions, other holes forming at separate locations on the same bubbles where the straps are attached the bubbles and so we see these repair kits as an insufficient solution to this problem regarding the flawed bubbles. We haven't received any indication that the supplier will send us anymore kits or replacement straps as we have requested that he does so on several occasions. If the straps were to be sent to us we would have no way of attaching these to the bubbles as it would take skilled and experienced workers who have performed this before to complete the task.
Best Regards,
[redacted]

I'm not sure what other information I can give you to confirm that [redacted] is refunding my account. We appealed this decision and won as the customer had clearly used the product for an event with pictures and video on their own business [redacted] page. Also, [redacted] had instructed that the customer was to return the product to us in the same condition as it was sent to them. These items were custom made for this customer and was brand new. When we had received them, it was clearly used and damaged by the customer.Below is the email that was sent to me from [redacted] confirming my appear was won and the amount was going to be returned back to me as the customer was clearly falsifying the information.Hello Nathan C[redacted] , We have made a decision for the following appeal. Transaction Details-------------------------[redacted]
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-------------------------We have issued you a refund in the amount of $3081.86 USD for this claim. The refund will be posted to your account within 3-5 business days. You can find additional information and tips about buying and selling safely on our Business Resource Center at [redacted]. Thank you for your cooperation and patience with our investigation. Sincerely,Protection Services

[redacted]
Hi, just wanted to update you on my dispute with:Complaint: [redacted].  
Please see attached file from [redacted] deciding in my favor with regard to the dispute with Bubble Bump Soccer.This should be enough evidence to support my claims and can only hope that you spread the word about the fraudulent activity of this business and the dishonest tactics that they choose to take. I am very dissatisfied with the amount of time that this matter has taken from me and find it hard to believe that such a company can exist with this sort of behavior.  Thank you.[redacted]
Attachments areaPreview attachment [redacted]-dispute decision-5-20-15.docxWord[redacted]-dispute decision-5-20-15.docx

After speaking with [redacted], they have advised us to inspect the equipment to be in the same state as the buyer received them (unused and undamaged). Somehow [redacted] was able to convince [redacted] that the product was unused which is clearly false as there has been an abundance of evidence to support from [redacted]s own website and testimony from the organization that hired [redacted] for a rental event. Unfortunately we need to prolong this matter further as the buyer protection laws from [redacted] have asked us to inspect the product first hand at which time there will be an appeal once more to again prove misuse of our products. Once the the appeal is completed we will be able to send through documentation again proving that [redacted] has falsified their claims. Interesting to note, the rental that was arranged and paid for, after [redacted] has insisted the equipment was faulty, still accepted the full payment of the rental where the equipment was being used. No credit or refund was offered. It's disappointing that a vendor would go to these lengths, considering after speaking with the organization that rented them, spoke highly of how much fun this activity was with all suits operational. We will definitely challenge and win this dispute.

[redacted]
Complaint ID: [redacted]Nathan C[redacted]Bubble Bump Soccer Fort Collins, CO[redacted]
Dear Nathan C[redacted],I received notice that the credit we discussed yesterday has completed and posted to your account. As we also discussed, here is a breakdown of the events that took place leading up to your account being credited. On 4/27/2015 you buyer opened up case [redacted] and requested that we reverse the transaction. The buyer was initially awarded the claim but this was done in error as the item was custom made and should not have been covered under [redacted]'s buyer protection policy. An appeal was processed and was granted in your favor but there was a delay in the approval process for the credit to your account but that was resolved this morning. I apologize for any inconvenience this may have caused and I'm glad I could resolve this for you. If you have any further questions please feel free to call us directly at [redacted].Sincerely, [redacted]Business Support Supervisor[redacted]

Complaint: [redacted]
I am rejecting this response because:First, [redacted] has not "thrown out" anything.  The dispute is still open and would only ask Mr. C[redacted] to provide evidence that [redacted] has dismissed this matter.  It is true that I had to use the equipment to find out just how poorly constructed the units were.  Why would I request a refund for something that I had not used?  Mr. C[redacted] also claims that he has video of his equipment in use.  This may be true.  It is true that 4 of the balls held up and we did indeed conduct the event.  However, of the 6 balls purchased 2 of them completely failed and 2 of them developed severe leaks  due to poor construction.  Note that this was after the first event that was only 2 hours long.  I would like to ask Mr. C[redacted] to share the alleged video clip.  Mr. C[redacted] also claims that [redacted] considers  this to be a "Bogus Claim".  Can you please provide evidence for this claim that [redacted] is considering as bogus?After sending Mr. C[redacted] the attached photos of the complete blowout on 2 of the balls I asked about the 1 year Warranty and what the process was for this.  There has been no response other than his well published and understood terms and conditions.  There is no argument to be made about the terms and conditions policy, but my argument is based in 2 areas:1. On Bubble Bump Soccer's website, the claim is made that the balls made TPU (which I bought) material is for high usage and more durable vs. the lesser material (PVC).  They charge more for the TPU vs. the PVC.  2 of the balls failed completely within the first 20 minutes of first usage (see attached).  Obviously, the extra money spend for TPU material was a waste of money.2. No options or resolutions at all.  Rather than trying to work with me on this matter, all I get is "our terms and conditions state that etc..."  Mr. C[redacted] why even publish on your website that you have a warranty at all?  The product is not what is described on your website and I find it to very misleading.  What about doing good business and taking care of your customers?Additionally, Mr. C[redacted] reports that he is the largest supplier of these balls in the USA.  I would like for Mr. C[redacted] to substantiate this claim.We have been in business for over 16 years and have a long client list with some of the largest organizations in the Rocky Mountain Region.  In 2015 we have spent over $ 200,000 in new purchases.  I'm happy to document the multiple purchases that we make and show that we have great relationships with many suppliers.  Please, take a look at our record of disputes, for example.  Most of our dealings are with reputable companies that have been in business for many years  that treat us fairly and provide good products.  I have to admit, I am fairly surprised that such a young company is saying to a proven business  "too bad, refer to the terms and conditions"This is not how we treat our customers and I can prove it.  
Regards,
[redacted]

I am happy to send some replacement straps as I've mentioned previously. As stated on invoicing and our website, you will be responsible for placing them on the bubbles. Regarding holes and tears in the bubbles, this is not covered under warranty as we are dealing with an inflatable product.
In order for us to send you some replacement straps, we will just need a quantity of how many is needed. (If more than 4 straps is required, we will ask that you ship the broken straps back to us prior to us shipping the new straps to you.)

Hi Jay,
It seems this customer is continuing to send you Revdex.com complaints. We have already corresponded through the Revdex.com to this customer, however, no resolution could be made. Each of our orders are completely customized. Our warranty is stated very clearly on both our website and the customer's Paypal invoice. We are the largest supplier of this product in the USA, supplying to the US Military & Naval bases along with many church groups & National Colleges around the country. Feel free to contact me directly if you have any further questions regarding this customer.
Thanks
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because this company is clearly showing no regard for good business ethics or customer service. 
This is precisely why we wanted to reach out to Revdex.com, to hopefully protect other companies from having to deal with these issues from this company. Is it acceptable, when running a business that sells inflatable products, to sell customers products that have holes in them, making them unusable straight out of the box? Since when has it become acceptable to sell products, take the customers money, deliver damaged goods that cannot be used and then take zero responsibility. It's easy to hide behind your 'terms & conditions of sale' but it shouldn't be possible when you deliver unsatisfactory and an unusable product.
We have a written email from the company that states the following, "It's completely unacceptable to have these issues and not be able to generate revenue from balls that are broken." This was sent to us before they discussed the issue with their manufacturer in China. Obviously the manufacturer did you want to help solve the issue for the supplier, who has since [redacted]ged his stance on the subject and now refuses to help us. The suppliers view on this issue has [redacted]ged, ours has not. This type of business and the service that they offer is totally unacceptable, which is why we are still seeking a full refund on all of the products we have bought from them.
To address the suppliers comments about having the opportunity to send all our balls back to China to be repaired. This could possibly be suitable solution, if it weren't for a few issues that we have with the offer which are:
1. We are responsible for all shipping and handling costs? From our point of view this is totally unreasonable and totally unacceptable. If you sell a faulty product that needs to be repaired then why should this be at the expense of the customer? We have already paid in full for the balls that are now unusable due to faulty production. If these faults are to be rectified then surely the manufacturer and/or the supplier is responsible for covering the shipping costs.
2. We have no idea as to how these will be repaired and to what standard. We have currently tried to patch up some of the holes in the balls, only for them to break at another point around where the straps are attached to the ball. This indicates that there is not only an issue with a few holes on the balls, but the whole area where the straps are connected to the balls. Like we have stated before, this is obviously a manufacturing flaw with the balls. Therefore we believe that it is not enough for these holes to be patched, but that the back segment of the balls, where the straps are attached, be replaced and these areas on the new segment be reinforced as a precaution for future use.
3. We cannot trust that once we send these off to China that we will ever see them again. With the level of service and communication we have received from this company so far, we do not trust that this order will be processed properly and we are fearful that we will ever see our balls again. This supplier has continually refused to deal with our issues that we have had so far. Firstly the wrong name and email address was printed onto our balls and they accepted no responsibility for this mistake and offered little solution other than for us to wash the text off with petrol. They promised to find a sticker solution that we could attach to the balls but nothing has been done since then, no matter how many times we have asked for this issue to be addressed. After we discovered that one of the straps was attached to the balls upside down and another broke the first time we used it (issues covered under the warranty). We were told that they could send us new ones that we are supposed to attach ourselves! We have continuously requested that this issue would be addressed and nothing has been done. It's been over 6 months and we are still waiting for new straps to come through the post. Now we have the issues with the holes in the balls and our concerns are that if we send them to China we will receive the same level of unprofessional and unsatisfactory service that we have had so far.
This is a company that is only concerned with taking their customers money and who are not interested in offering any support to it's customers. So for those reasons we still believe that a full refund is the only acceptable solution to this problem.
 
Regards,
[redacted]

As noted on our invoicing, there are no returns or refunds after purchasing our equipment. These orders are all custom made. With regards to our products with holes in them... these are an inflatable product. Just like river rafts, etc... when holes occur, our customers are informed and instructed...

to repair these holes with the repair kits that are included with each order. We had agreed to send replacement straps to assist in the 1 or 2 bubbles that we were told were installed upside down which again, printed on our invoices, are to be installed by the customer. 
It was clear our customer in FINLAND is not happy with our terms which were clearly stated when purchasing our products. I've attached a copy of our invoice to this report.
We are the leading #1 supplier of Bubble Bump Soccer equipment in the USA, and are the exclusive supplier to Naval bases, army, marines, colleges, schools, church groups and independent businesses across the country. We would not have these customer if we delivered a product that was sub par. 
I would hope that this resolves this complaint and you understand and appreciate the great work we do for our local and federal community.
If you have any questions, feel free to contact me directly on my cell.
[redacted] CEO
Bubble Bump Soccer, LLC
[redacted]

I am aware of this customer. He he tried filing a refund through [redacted] also, however, it was thrown out as there was plenty of evidence to show that this customer had used the equipment for an event and demanding a refund after. we supplied communication from the school who rented this...

company along with video showing that the event ran smoothly for the night. [redacted] is very strict with compliance and told us it was very cut and dry this was a bogus claim. In addressing holes / deflation of the equipment as mentioned by this company, our website AND invoice (which is electronic) which our customers view under terms and conditions when purchasing, clearly states that being holes, rips and tears are not a covered item under warrant. Our product is an inflatable product and playing a full contact sport, incidents can and will occur and it is up to the customer to patch them as they occur. (Again, this is clearly stated on our website and invoice) we we are the largest supplier of this product here in the USA, and out track record is outstanding. Our main clients are the U.S. Military, government agencies, national colleges and church groups. It is unfortunate this customer is trying to take advantage of the system, purchase from us, use the product, and the. Demand a refund. We are happy to send you a copy of the invoice which states our terms and conditions if needed. Feel free lee to contact me directly with any questions you may have. Thank youNathan C[redacted]

Complaint: [redacted]
I am rejecting this response because:My money has been completely refunded by [redacted] and the seller is not providing any evidence that his appeal has been successful.  There has been no communication from [redacted] to me that this case is being appealed--why would they have refunded me in full if this was a possibility?   To accuse me of falsifying information is just not true.  I disclosed to [redacted] and in this (Revdex.com) form that the balls were used-how else would I determine that they were of very low quality?  I would like to seller to prove/provide evidence that we falsified information.   I'm happy to provide any evidence that you may need to substantiate my position.
Regards,
[redacted]

[redacted]I am pasting the email we received from [redacted] this morning. Due to [redacted] rules, I had to have the customer return the products back to us in the same condition it was sent out. Once received, I was advised by [redacted] to open an appeal with additional evidence of usage.These items were custom made with [redacted] logo & website on the equipment. After receiving the items back, we opened an appeal as it was very clear these items were used and damaged. I also let [redacted] know that on [redacted]'s own [redacted] page, it clearly shows use of the equipment on video and photos.It was very evident that [redacted] had mislead [redacted] and as a result, [redacted] has issued us a refund finding in favor of Bubble Bump Soccer, LLC.Please remove all evidence of a negative feedback on our company profile.Thank you,NathanHello Nathan C[redacted] ,We have made a decision for the following appeal.Transaction Details-------------------------[redacted]
We have issued you a refund in the amount of $3081.86 USD for this claim. The refund will be posted to your account within 3-5 business days.You can find additional information and tips about buying and selling safely on our Business Resource Center at https://www.[redacted]-businesscenter.com/manage-your-business.Thank you for your cooperation and patience with our investigation.Sincerely,Protection ServicesOn Thu, May 14, 2015 at 4:35 PM, Nathan C[redacted] <[email protected]> wrote:To whom it may concern,We've been corresponding back and forthwith a disgruntled customer on this incident and although at this stage, [redacted] has asked the customer to return the items to be inspected, this does not in anyway place the fault with us (Bubble Bump Soccer). Below is the letter from [redacted] asking [redacted] to return the items in it's ORIGINAL CONDITION (ie: unused and undamaged). This will be very difficult for [redacted] to do, as it clearly shows in the attachments on this email that [redacted] indeed used the equipment for a rental event. After taking the rental fees from the client, they then are claiming damages of the product and is seeking a refund through [redacted]. Their [redacted] link which clearly shows usage: [redacted]We also have evidence from the rental party that all the equipment was in working condition throughout the rental. What is interesting is [redacted] has modified their equipment damage statement from their original submission (3 damaged bubbles, now 2 damaged bubbles) and stating that it was unusable for the rental, however, speaking with the school that rented [redacted], no credit / refund was offered for the event for lack of ability to run the rental which clearly shows that [redacted]'s accusations are false. After the event, it's been made known to me that [redacted] took the equipment to a "3rd Party" to get a statement that the equipment is irreparable. That could very well be true... which is not the fault of us, the manufacturer. Our product is an inflatable suit players wear to play full contact soccer. (www.BubbleBumpSoccer.com), and even though our products are strong, they are no indestructible. Our warranty clearly states that in the event of any holes / tears / rips, that these are NOT covered under warranty. (For obvious inflatable reasons). We place these terms both on our website (Warranty) and also on our invoices which the customer saw in plain view when purchasing our products. (Invoice attached)Their is no disputing from either party that the equipment was used by [redacted], so once we receive the equipment back, we have been asked by [redacted] to submit photos back to them so that they will have photo evidence of it's usage and damage.I appreciate your time to review all the documents / attachments on this case and make your decision based on evidence. We are a major supplier to the US Government, National Guard, Naval Bases, Air Force, Church organizations, Colleges and schools with a very strong reputation as a market leader in these products. DisputeThe buyer and seller have 20 days to communicate directly to resolve an issue with this transaction. All disputed funds are held until the issue is resolved. If both parties can't agree to a solution, either party can escalate this to a [redacted] claim.EscalationThe buyer or seller asks [redacted] to review the case and decide the outcome. We make every effort to resolve the claim within 30 days and restore funds to the rightful owner.Requiring your action[redacted] requests more information from the seller to resolve the issue. If the seller doesn't respond within 10 days, we close the case and restore funds to the rightful owner.Awaiting other party's response[redacted] requests more information from the buyer to resolve the issue. If the buyer doesn't respond within the allotted timeframe, we close the case and restore funds to the rightful owner.Being reviewed by [redacted]We review the information the buyer and seller have provided. We try to reach a final decision quickly, but complex cases may take longer and require additional information from the buyer or seller.Item returnThe seller or [redacted] may decide to grant a full refund to the buyer if the merchandise is returned. Once delivery is confirmed and the refund is processed, the case is closed.ClosedThis claim or case has been closed. A closed dispute cannot be reopened or escalated to a [redacted] claim.Disputed Amount: $3,081.86 USDBuyer reason(s):DamagedStatusWe contacted the buyer and let them know that you would agree to process a full refund if they return the merchandise to you in its original condition.The buyer will ship the item to this address:[redacted]What happens nextThe buyer is required to provide tracking information confirming that they shipped the merchandise to you by May 23, 2015. If we don't receive this information, the claim will be closed and a refund will not be issued.Supporting documentsFiles (11)AddFiles uploadedFiled Type of Evidence File TitleApr 30, 2015 Other # 315-1.pngApr 30, 2015 Other # 315-4.pngMay 11, 2015 Additional Evidence [redacted] Screenshot 2.pngMay 11, 2015 Additional Evidence [redacted] Screenshot.pngMay 11, 2015 Additional Evidence Screenshot 3.pngMay 11, 2015 Additional Evidence 17622_826434297432243_877947542530796650May 11, 2015 Additional Evidence 11072050_826434290765577_633261398676592May 11, 2015 Other Screenshot 3.pngMay 11, 2015 Additional Evidence 1471105_826434307432242_5548464989829105May 11, 2015 Additional Evidence 10928985_826434304098909_337352533971466May 11, 2015 Additional Evidence 11138617_826434287432244_586576859573897

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Hi, just wanted to update you on my dispute with:Complaint: [redacted].  Please see attached file from [redacted] deciding in my favor with regard to the dispute with Bubble Bump Soccer.This should be enough evidence to support my claims and can only hope that you spread the word about the fraudulent activity of this business and the dishonest tactics that they choose to take. I am very dissatisfied with the amount of time that this matter has taken from me and find it hard to believe that such a company can exist with this sort of behavior.  Thank you.[redacted]
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Attachments areaPreview attachment [redacted]-dispute decision-5-20-15.docxWord[redacted]-dispute decision-5-20-15.docx