Crov.com

Dear *** *** Good day to you! This is *** from the Crov.com, we have got a notification that there is a complaint submitted to ***, and we are quite sorry to hear that our products and services are beyond customer's expectationWe will try our best to solve this issue and
communicate with customer for details Till now we have no detailed information for this customer ( Revdex.com Complaint ID: *** ), could you please help to check the customer's below information, so we can locate the order details and make things going forward promptly Information requested: Customer Name: Customer Email: Customer Phone#: Order ID on Crov.com: P.S.: Crov.com is always attaching great importance to customer's feedback and satisfaction, we have Buyer Protection page, such as customrs can get a full refund if the goods don't arrive within guaranteed time or days no reason return policyMore details can be found on our website here* *** Thanks in advance for your prompt reply

I am rejecting this response because:
[redacted] Customer ID - Thank you for an order of ‘Hoverboard’ on our website and order ID is [redacted]. It usually takes 1-2 working days for the system to review the order. Chris<[redacted]>   Sent from my iPhone

Dear [redacted]   Good day to you~   In regarding the Revdex.com Complaint ID: [redacted] we have contacted with the customer, here are the status of this topic.   Order ID on Crov.com : [redacted] Customer Name:[redacted] Telephone:[redacted] Email: [redacted]    1. on 2017/12/2 customer ordered a scooter on Crov.com. 2. on 2017/12/28 customer sent email to Crov.com, and said that the motor does not work and need a replacement. Since this product has been sold out, the supplier can only support return for refund.   3. On 2018/1/2, the supplier created a returning shipping label to customer, and we emailed customer to return the scooter via the shipping label. But not done. 4. On 2017/1/23, Crov.com customer service department called customer,  she said she just come back from holiday and will return the goods shortly. But not done. 5. On 2017/1/26 & 2017/1/29, we called her again to push her to return the goods, so that we could refund to customer. No one pick up the phone call and the scooter still not been returned. 6. Since the 10 calendar day is using up, what should we do? Could we request to prolong another 10 days to fix this problem? Or could [redacted] push customer to return the goods, so that we can refund to customer. Thanks~   Below is the order details of this order. Attached are emails we have sent to the customer. For your easy reference. Looking forward to hearing from you. We are always ready to deal with customer's feedback. Best Regards, [redacted] Crov.com · Operation Manager