Complaint: [redacted] I am rejecting this response because: The customer service team has not been available by phone, email, or chat windowThey are not reasonably staffed and available to answer customers complaintsNo $package should ever be shipped without a signature required when shipping to a major city with theft problems like San FranciscoThis company is negligent in accepting their part in having an unclear system for choosing signature required on shipmentsIn addition, the company is unhelpful and rude in resolving our complaintInstead of offering to call FedEx to help us track down the shipment, they told us we were on our own and should call fedexVery poor customer service Sincerely, [redacted] ***
Hello Revdex.com,This customer placed an order on 7-15-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 7/20/4:pm, 4:pmDeliveredSan Francisco, CAGiven to customerSignature Service not requestedFedEx 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 customerWe 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 knowI'm happy to helpthanks,Charley H***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*** Feel free to contact us with any other questionsThis should all be resolved and good now thanks,CharleyCompetitive Edge ProductsToll Free: ###-###-####
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 formattedThe warehouse for the product being ordered was closed until July 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 timeI have also copied the corresponding emails from the customer and us belowAfter our response to the customer below, the customer requested cancellation on July The customer's order was subsequently cancelled and refunded the same dayWe are not holding shipping costs or anything of the sortThe issue appears to be a misunderstanding of how the invoice is laid outI have attached a copy of the invoice in an image for reviewAs you can see, under the product ordered is the line item for the refund, which shows a refund of - the total for the orderWhere the confusion appears to be happening is further below, which shows the line item for the shipping that was originally charged of Below that, you will also see the total, as in the total paid on the order after the refund, of $Again, we are not holding shipping costs; the customer has been refunded in fullWe are sorry this order could not work out with the customer's timing for the deliveryThis 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 timeWe have had only a handful of cancellations during this closure as most of our customers were more than happy to accept the 10% creditMy 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,orders in front of youWhen I say it is a major systems updareally isThere is no bait and switch-we're not trying to upsell you on anythingWe don't even care if you cancel-you get a full refundFurthermore, 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 transparentYou place an order on SaturdayThat means we see it first in our system on Monday and alert you within hours (which we did on Tuesday)Please let me know what you would like to doI can cancel the order and refund you immediately.thanks, Customer response:I am rather disappointed to receive this emailI had hoped to have it this weekend for a partyI paid almost $in shipping thinking my product would be here before my eventHad 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 SaturdayThis isn't just bad business sense, it's an unethical move, a bait-and-switchIf 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 clearI 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.comI look forward to hearing from youSent from my iPad Warehouse closure email:Hello ***, 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 timeNow 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 knowThank you,
Complaint: [redacted] I am rejecting this response because: The customer service team has not been available by phone, email, or chat windowThey are not reasonably staffed and available to answer customers complaintsNo $package should ever be shipped without a signature required when shipping to a major city with theft problems like San FranciscoThis company is negligent in accepting their part in having an unclear system for choosing signature required on shipmentsIn addition, the company is unhelpful and rude in resolving our complaintInstead of offering to call FedEx to help us track down the shipment, they told us we were on our own and should call fedexVery poor customer service Sincerely, [redacted] ***
Hello Revdex.com,This customer placed an order on 7-15-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 7/20/4:pm, 4:pmDeliveredSan Francisco, CAGiven to customerSignature Service not requestedFedEx 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 customerWe 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 knowI'm happy to helpthanks,Charley H***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*** Feel free to contact us with any other questionsThis should all be resolved and good now thanks,CharleyCompetitive Edge ProductsToll Free: ###-###-####
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 formattedThe warehouse for the product being ordered was closed until July 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 timeI have also copied the corresponding emails from the customer and us belowAfter our response to the customer below, the customer requested cancellation on July The customer's order was subsequently cancelled and refunded the same dayWe are not holding shipping costs or anything of the sortThe issue appears to be a misunderstanding of how the invoice is laid outI have attached a copy of the invoice in an image for reviewAs you can see, under the product ordered is the line item for the refund, which shows a refund of - the total for the orderWhere the confusion appears to be happening is further below, which shows the line item for the shipping that was originally charged of Below that, you will also see the total, as in the total paid on the order after the refund, of $Again, we are not holding shipping costs; the customer has been refunded in fullWe are sorry this order could not work out with the customer's timing for the deliveryThis 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 timeWe have had only a handful of cancellations during this closure as most of our customers were more than happy to accept the 10% creditMy 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,orders in front of youWhen I say it is a major systems updareally isThere is no bait and switch-we're not trying to upsell you on anythingWe don't even care if you cancel-you get a full refundFurthermore, 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 transparentYou place an order on SaturdayThat means we see it first in our system on Monday and alert you within hours (which we did on Tuesday)Please let me know what you would like to doI can cancel the order and refund you immediately.thanks, Customer response:I am rather disappointed to receive this emailI had hoped to have it this weekend for a partyI paid almost $in shipping thinking my product would be here before my eventHad 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 SaturdayThis isn't just bad business sense, it's an unethical move, a bait-and-switchIf 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 clearI 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.comI look forward to hearing from youSent from my iPad Warehouse closure email:Hello ***, 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 timeNow 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 knowThank you,