Cherrybrook

Hello,
We have issued this customer a full refund
When we first spoke with the customer regarding her issue with the clipper we believed the problem she was experiencing was due to a faulty bladeDuring the initial discussion we offered to send this customer a new blade to see if
that would fix the issue she was experiencingThe customer agreed and we shipped the replacement blade to the customerHowever before the customer received the replacement blade, she decided to return the clipper and did not advise us that she was going to do thatWithout a return authorization our policy is to charge a restock fee when items are returned to us after being used, because they are no longer in resalable conditionHad our customer let us know she had changed her mind and decide to return the clipper we would not have sent her the replacement blade. We have issued this customer a full refund with no restocking fee, it may take a few days for the credit to process through her credit card companyWe do hope that she will return the replacement blade we shipped her.
We hope that the customer will be satisfied with resolution and we apologize for any misunderstanding or distress we may have caused her when explaining our restocking fee policy.
Thank you,
Claudia L***

We did receive the clipper return from [redacted] as she indicated. And [redacted] did speak with [redacted] when [redacted] called to confirm we received the return. [redacted] attempted to explain to [redacted] that she needed to...

reach out to the manufacturer regarding the damage and to seek a replacement, however the conversation ended abruptly with [redacted] hanging up before [redacted] finished. [redacted] subsequently followed up with the manufacturer, to determine if the manufacturer would send a replacement, the manufacturer said they would be happy to replace the product. [redacted] attempted to reach out to [redacted] to see if she wanted a replacement or a refund and we have not heard back from [redacted] to date. Based on [redacted]'s letter to the Revdex.com, [redacted] is seeking a refund. We will gladly issue a full refund and a credit for the return shipping. Many Thanks, [redacted] L[redacted] Cherrybrook Customer Care Officer

Thank you so much for your help. They gave me my money back if you have any question, you can call me or sent me an email.
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.
Regards,
[redacted]

Review: On December 6, 2013, I purchased an item from Cherrybrook through their website - I was immediately charged for the item. Three weeks later (December 31, 2013), I reached out to them via email, to inform them that although their website said my order had shipped, I had not received anything. Later that day, the response I received from [redacted], Customer Service Rep, was that there was a "hiccup with UPS", but they were re-sending the order.

About 10 days later, January 8, 2014, I sent another email, asking if there was any follow-up information, because I had still not received anything. Again, Ms. [redacted] responded (the following day), stating "I am expecting to see the tracking information once UPS scans all the orders at the end of the day tonight from the vendor."

Another 10 days pass, and on January 17, I sent yet another email requesting an update. Later that day, Ms. [redacted] responded, stating "The vendor advised me he did not have the stock to send out the “reship” last week (although I was unaware of that or I would have given you that information, too) and his new inventory should be coming in on Tuesday of next week."

Then, on January 23 - one day shy of 7 weeks since placing the order, I sent another email requesting an update. I have not heard anything more from Cherrybrook.

We're now approaching 8 weeks since I placed the order and I would have expected SOMEONE at Cherrybrook to recognize that this is far beyond acceptable and offer me SOME SORT OF EXPLANATION.Desired Settlement: After nearly 8 weeks without delivering on an order, I would expect most companies to not only refund my money, but fulfill the order free of charge. Anything less is simply horrible customer service.