Chilipepper Sales, Inc.

I have ordered a Chilipepper water pump. They have accepted payment of $197.30. It has been weeks. I have received nothing. I am told [redacted] was to deliver package and it somehow was lost. My phone calls will not be returned. This has been going on since Nov. 19th.Product_Or_Service: Chilipepper PumpOrder_Number: [redacted]Desired SettlementSend me the Chilipepper unit that I have, in good faith, paid for, or return my money.Business Response Customer order date: 11/19/2013; Ship date: 11/20/2013 [redacted] Delivery Date: 11/27/2013Our understanding of this issue is that the package was delivered by [redacted] (we have verified this with [redacted]) and the customer is claiming that he didn't receive it and wants us to replace the order. Since we sent the order in a timely fashion via the shipping method that the customer chose and have verified with [redacted] that the package was delivered, there are no grounds for this Revdex.com complaint.However, it should be noted that when the customer notified us that he hadn't received his order, although [redacted] showed it as delivered, we immediately filed a claim with [redacted] on his behalf. We informed the customer of the claim and copied him on the confirmation email with the claim number. I have been in constant communication with the customer via email, letting him know status whenever I receive updates. [redacted] has conducted a thorough search to ensure that they don't still have package in their possession. [redacted] has requested his assistance in their investigation and he refuses to cooperate. He wants us to send him a duplicate order before [redacted] has a chance to finalize the claim. After dealing with thousands of customers over a dozen plus years, we find this very strange. We would have been happy to replace the lost order once [redacted] completed their processing of the claim, and we told the customer such. We want it noted that we have done everything correctly and had not refused to send a replacement - although we aren't obligated to do so - and still this customer is trying to bully us with this complaint to the Revdex.com, into replacing his order before the claims process is completed.We will not replace the order before the claims process is finalized. We will consider replacing the order based on the determination of the [redacted] claims process and the results of this Revdex.com complaint.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have complied with all [redacted] has asked. They feel they delivered a package. I do not doubt that I was sent the item, but I have received nothing. All that I know is that I have paid $197.30 and received nothing. This is not my responsibility to track down this shipment. I only am responsible for payment for the item that I have ordered. There is no "bullying" involved. I only want what I have paid for. I have provided all information requested by [redacted]. It is not my fault I have received nothing as the consumer. That is for the company to take up with [redacted]. I feel that since I have complied I should receive what I have paid for.

I sent a Chilipepper appliance to them after they assured me they could fix it, but they can't, and now want me to pay to ship it back to me.I had problems with my Chilipepper appliance not working. I took it apart and there was a problem with the gearbox. I contacted Chilipepper and ended up sending them a picture of the broken gearbox. They sourced the part, and after I paid for it, sent it to me. Shortly after I put it back in service, it stopped working for what looks like an electrical problem. After an email conversation with [redacted], who said:Well, whatever you want to do is fine, but I know that we can repair it for less than you can purchase one - even a rebuilt one.I sent them the unit. It appears that they couldn't repair it, as it was older than she thought, despite me having sent them a picture of the gearbox which is distinctly different to their current models (for a start it's plastic and 180 degrees, rather than brass and 90 degrees). I asked them to return it, and they want me to pay to ship it back to me, despite the fact that I feel they shouldn't have asked me to ship it to them (at my expense) if they couldn't fix it.I'm trying to be reasonable here, it's not like I'm asking to be reimbursed for the costs I've already incurred here, it just seems that they should stand behind their mistake and ship the unit back to me.Desired SettlementI'd like them to ship the unit back to me at their cost.Business Response We tried to assist this customer to repair his very old and out of warranty pump. We sent him parts for it and since he wasn't able to fix it himself, we offered to take a look and try to repair it for him if he wanted to send it in. We had no obligation to do this for him since the unit (which cost less than $190 originally and was well over 5 years old) was completely out of warranty.[redacted] did say that we could fix it for less than the cost of replacing it, but that was in no way a guarantee that we could repair the unit. It was only an assurance that if we could repair it, the cost would be less than the cost of a replacement.Upon receipt of the unit, it was discovered that due to its age and the parts it needed, we did not have the parts necessary for repair. The customer claims that we should have known that it couldn't be repaired because we had previously sent him some parts for it. However, until we were able to see exactly what it needed, there was no way to know whether or not it was reparable and whether or not we had the correct parts.As we were trying to go above and beyond for this customer, we feel he is being extraordinarily unreasonable in expecting us to pay to send a broken, obsolete and irreparable pump back to him. We have already offered him a discount on a replacement and we offered him a refurbished unit at an even lower cost; we have done everything we can to try and help him. We will not pay the return shipping.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted]'s exact words were:Well, whatever you want to do is fine, but I know that we can repair it for less than you can purchase one - even a rebuilt one.We _can_ repair it. Not we'll see if we can repair it. Due to the previous conversation, and pictures, you should have known exactly what version of the product was, and my description of the problem should have pointed to a problem with one of the circuit boards, which you knew you didn't have.At no point in the entire conversation (that I still have) was I ever offered any sort of discount from the prices on the web site - this is a flat out lie.Final Business Response We are sending his unit back today.We feel that this customer is being completely unreasonable and even a bit ridiculous. This whole issue is taking up our time, which ends up costing more than the $3-5 it will cost to return the unit.The customer has twisted my words and has taken this issue to a level completely unreasonable for such a small expense. I looked back through our entire correspondence and this customer at one point indicated that he was just going to throw the unit away. I was trying to provide excellent customer service by offering that we try to repair the unit and instead of seeing that we tried to help, this customer is causing extra problems that don't need to exist. The product can not be repaired - the parts are custom and so cannot be acquired elsewhere and he will most likely end up throwing the unit away, as was his original plan. We just don't want to spend anymore of our valuable time on this, so we are going to pay the $3 or $5 that it will cost to send it back to him, just to put an end to this.

No response from business after multiple calls and emails3 months ago, I shipped a product back to Chilipepper Sales for warranty repair. I have not received the repaired product back and have made multiple attempts to contact them via email and phone. None of my emails or phone calls have been returned. Lastly I left a voicemail on 3/8/16 asking for the business to contact me. I called back on 3/9/16 and the voicemail box was ful.Desired SettlementI would like the company to contact me and ship the repaired product back to me.Final Consumer Response I was able to make contact the business and we were able to resolve the problem to my satisfaction. I wish to rescind this complaint. Thank you.

I was sending my complaint earlier when your Server went down. So you may already have my complaint. I will redo it anyway. I purchased a Chilipepper CP8000 back in Dec 2015. The unit worked until sometime in Jan 2016. I used the trouble shooting tips in the little User manual but the unit would still not come on. It was working perfectly until that day in Jan and would not turn on after that. I called the Agent at Chilipepper and she had me try a couple more trouble shooting tips. They didn't work. She asked me to ship it back to them. I shipped it back which cost me $18. The Agent told me they would only pay $12 of that cost. That was okay with me. Today I get an email saying the Technician checked the unit and it worked perfectly. AND, that I would have to pay shipping cost to have it shipped back to me. I was so frustrated that I told them to keep the unit. That I would not pay the shipping cost. I am not bragging but I am an Electrical Engineer and feel that I know when a piece of equipment is getting power or not. I worked over 30 years in a Refinery and was around all kinds of equipment. I feel this incident was not handled properly. I feel there is an inherent problem with the unit which the Technician was not able to diagnose. I feel if they ship the same unit back to me that I will have the same problem again. I have to give them credit because I had an older chilipepper that ran perfectly for four years. That is why I bought another one. Would appreciate a response. [redacted]Product_Or_Service: CP 8000 Water/Heat pumpDesired Settlement Send me a different CP8000. I don't want the same one. And, I shouldn't have to pay the additional shipping cost. Final Consumer Response