Competitive Edge Products, Inc

Hello Revdex.com, Customer is right We did agree to refund her $ That's completely my fault I failed to update the notes on the order to make that exception However, our return policy through Amazon clearly states we charge a 20% restocking fee (that is waived in this
case) I have now refunded the difference which amounts to $and we are still happy to discount the next item if she is interested I apologize for any inconvenience this may have caused Feel free to contact us with any other questions. thanks,Charley H***Tel###-###-####Text ###-###-####Competitive Edge Products, Inc

Intro: We tried so hard to make
this customer happy, but in the end she wanted a free table despite our offers
to replace any parts and offer compensation
July - product delivered
July - customer reported
table defective, we offered replacement parts at no cost, customer
refused saying
replacement parts would not arrive in time, we offered to have the table returned at
no cost, customer informed us she had already assembled the table and had
drilled holes into the product permanently modifying it and discarded any packaging
July - we offered a $*** credit,
customer refused offer, customer demanded 1/off the table price ($450)
Around July - customer filed
dispute with her credit card company for the entire amount
July - we offered customer
generous $*** refund or free replacement parts to make her whole, customer
would not respond to emails or voicemails left
August - we sent a follemail
to customer again informing her of the options of a $*** credit or free replacement
parts, also informed the customer if her credit card company sided with her we would have no choice but to send it to
collections if we could not get it resolved with herAugust - Customer refused our
offer
August - Made one last offer
of $*** amounting to a sizable loss to us, customer did not respond to
voicemails or emails
September - customer's card
company sided with the customer, order sent to collections
After customer refused to
contact us or reply to any of our correspondence we had no choice but to hand
over the debt to collections (North American Recovery). The debt is now
theirs. We have no right or option to collect on it at this point nor
have we been paid one cent for the $billiard table.
We wish the customer would have
worked with us as we gave her many options and a generous offer of
compensation. What choice do you have when the customer refuses to even
communicate with us? In the end she wanted a free game table and is only
reaching out to us now as collections has reached out to her.
If you have any suggestions we
are very happy to hear themWe have excellent customer relations-look at our
feedback on eBay and Amazon where you will find over 20,positive
transactions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after further correspondence directly with the business, and further action on their part, I accept their response. 
Sincerely,
[redacted]

There appears to be some misunderstandings of what was being stated in our email updates to the customer and how our invoice was formatted. The warehouse for the product being ordered was closed until July 19. The email, which I have copied below, states the 26th (July) was the date for all...

systems to be up and running again and all orders on their way, meaning most, if not all would be shipped before that time. I have also copied the corresponding emails from the customer and us below. After our response to the customer below, the customer requested cancellation on July 20. The customer's order was subsequently cancelled and refunded the same day. We are not holding shipping costs or anything of the sort. The issue appears to be a misunderstanding of how the invoice is laid out. I have attached a copy of the invoice in an image for review. As you can see, under the product ordered is the line item for the refund, which shows a refund of 145.97 - the total for the order. Where the confusion appears to be happening is further below, which shows the line item for the shipping that was originally charged of 39.29. Below that, you will also see the total, as in the total paid on the order after the refund, of $0.00. Again, we are not holding shipping costs; the customer has been refunded in full. We are sorry this order could not work out with the customer's timing for the delivery. This warehouse closure was definitely at a very inopportune time, which is why a 10% credit was offered to any of our customers that ordered during this down time. We have had only a handful of cancellations during this closure as most of our customers were more than happy to accept the 10% credit. My guess, however, is that the customers who waited probably did not have the time constraints as this customer.Our response to customer's email:Sorry, there are 11,000 orders in front of you. When I say it is a major systems update-it really is. There is no bait and switch-we're not trying to upsell you on anything. We don't even care if you cancel-you get a full refund. Furthermore, we offered you a discount-how is a bait and switch? Isn't a bait and switch when we try and switch you over to a different product that's more expensive or inferior? There is no secret and this is completely transparent. You place an order on Saturday. That means we see it first in our system on Monday and alert you within 24 hours (which we did on Tuesday). Please let me know what you would like to do. I can cancel the order and refund you immediately.thanks, Customer response:I am rather disappointed to receive this email. I had hoped to have it this weekend for a party. I paid almost $40 in shipping thinking my product would be here before my event. Had you posted this message on your website instead of waiting until you had taken the funds from my account I would have ordered else where to make sure I had a hoop like this by Saturday. This isn't just bad business sense, it's an unethical move, a bait-and-switch. If I were to cancel my order now, I would have to wait for the funds to go back into my account and then have to order it from somewhere else and pay even more for shipping to get it here by Saturday, this would be nearly impossible considering it takes days for a refund to clear. I sincerely hope you can correct this mistake and somehow get this hoop to me by Saturday but if not, I would be happy to contact the Revdex.com. I look forward to hearing from you. Sent from my iPad Warehouse closure email:Hello [redacted], This email is to inform you that your order has been delayed.  We are undergoing a major inventory systems update.  It is a huge undertaking, but we are expecting everything to be back up and running by the 26th.  All orders should be well on their way by that time. Now for the good news.  To keep customers happy we are offering a 10% refund back to the original payment method you chose.  Hopefully, that will make up for the delay.  If you need to cancel your order for any reason simply reply back to me.  We appreciate your patience and your business.  If you have any questions, please let me know. Thank you,

Hello Revdex.com,This customer placed an order on 7-15-16. During checkout the customer chose NOT to require a signature.  We always recommend a signature in case it is stolen or misdelivered.  That is a service we offer at no extra charge.  Customer declined that and it was delivered...

on Wed 7/20/2016 4:52 pm, 4:52 pmDeliveredSan Francisco, CAGiven to customer. Signature Service not requested. FedEx tracking number: [redacted]  Click here to track it: [redacted]Also, we email the customer the tracking immediately when it ships (in this case to [redacted]) so they can keep an eye on it and to make sure someone is available when it arrives.I spoke with the customer this morning personally a few minutes after he left a voicemail.  We do respond to customers, but if messages are left over the weekend it may take a few hours to get back with the customer. We are happy to answer any questions you have.  We haven't hidden anything - we have no secrets.  Everything is transparent and we have a full time customer service staff that can be accessed through phone, text, email, and live chat - so I'm not sure what more we could have done.  If there's anything else you need from us please let me know. I'm happy to help. thanks,Charley H[redacted]Competitive Edge Products, Inc###-###-####

Both Sean and I (Charley) have spoken with this customer personally.  Mr [redacted] called to inform us that FedEx had recovered his package.  Further, we offered a discount on a replacement to assist.  This comment comes as quite a surprise to me.  Perhaps it was posted before we spoke to Mr. [redacted].  Feel free to contact us with any other questions. This should all be resolved and good now.  thanks,CharleyCompetitive Edge ProductsToll Free: ###-###-####

Complaint: [redacted]
I am rejecting this response because: The customer service team has not been available by phone, email, or chat window. They are not reasonably staffed and available to answer customers complaints. No $400 package should ever be shipped without a signature required when shipping to a major city with theft problems like San Francisco. This company is negligent in accepting their part in having an unclear system for choosing signature required on shipments. In addition, the company is unhelpful and rude in resolving our complaint. Instead of offering to call FedEx to help us track down the shipment, they told us we were on our own and should call fedex. Very poor customer service.
Sincerely,
[redacted]