Darius A. Talebi, DDS

Hello- We value Mrs*** comments and we apologize that she does not feel she has received the same level of service that Comfort House customers have come to expect and receive over the past yearsTo answer the points, both our phone and our fax number are listed on the how to contact us page of our website, and we were able to verify she dialed our fax number numerous times on 2/1. Krysten believes she did contact the client back the same day she initially phoned and left a message to let her know samples were not available I apologize if this was not the case. She did advise the client of this again when she phoned on 2/We’re very proud of our address signs and I’m sorry for any inconvenience*** ***

Complaint: ***
I am rejecting this response because: The company or Krystn is not being truthful when they write that my call was returned which is why it is stated she "believes" rather then she "did" which essentially means she never returned my callRegardless of how long you have been is business that still doesn't give you the right to take advantage of customers
Regards,
*** ***

Ms*** complaint on her order #*** for a humidifier is misdirected as we are not the manufacturer of the product and we request this complaint be purged from our Revdex.com record We are not the manufacturer of the product and as such we do not offer a manufacturer’s warranty We are
a retailer of the product and we offer a day return policy. The manufacturer of the product offers an month warranty. Nevertheless we went above and beyond to assist Ms*** when she contacted us months after purchaseMs*** order was placed on 1/25/and she contacted us with a product problem months after receipt. We in turn contacted the manufacturer on the customer’s behalf and accepted the merchandise back for a store credit for the merchandise price of $189. Ms*** $total purchase price included shipping which is not refundable. Reimbursement of postage for return will not be provided as we supplied a prepaid address label to her which was not used. We advised her a store credit could be issued and not a refund since systems prevent us (and virtually all other retailers) from processing refunds after an extended period of timeMs*** states "several attempts have been made by email and phone to request that company honor the warranty." She makes it sound as if we did nothing to assist herOn 12/12/she contacted us for the first time by email about trouble with the product and we responded to her within minutes with the necessary informationOn 12/16/she contacted us again by email and we responded to her immediately againOn 1/17/she contacted us again and we both quickly responded to her and contacted the manufacturer for her. On 1/we emailed her a prepaid return label with instructions to return it to the manufacturer and store credit informationOn 1/21/Ms*** contacted us to request a return despite us providing her all of the information days earlier. We responded by letting her know we had already sent her a return label and credit information and we supplied it again for a second time in case she hadn’t received itOn 1/24/we received a voice mail message from Ms*** that was garbled. We contacted her right away concerning the message but did not hear backMs*** proceeded to return the package to us on her own instead of using the prepaid label provided We learned it was enroute back to us from the complaint received on 1/ Upon receipt of the merchandise we then sent it to the manufacturer (where it was supposed to be shipped directly) and it arrived on 1/30/17. A store credit was issued to Ms*** for $and she was notified by emailThis complaint should never have been issued against us and I request it be purged from our record as we not the manufacturer of the product In addition, we went above and beyond to help Ms***.*** ***, President, Comfort House

Complaint: [redacted]
I am rejecting this response because of the following issues:
This letter is in regards to complaint #[redacted] with Comfort House for order #[redacted] of a TM2000 humidifier placed on 1/25/2016 (received at least 1 week later).  Comfort House incorrectly states that I contacted them for the first time 12 months after the purchase.  Purchase occurred online on 1/25/2016.  I called Comfort House first in December 2016 as stated earlier.  My second contact via email on 12/12/2016 was unanswered, as was my third attempt via email on 12/16/2016, and my fourth attempt via email on January 17.  (Copies of theses emails are available.)  I find no record of receiving any reply to these emails (I checked my spam folder) and no one called me by phone in reply to any of these subsequent emails.)  It is also untrue for Comfort House to state that they provided me with prepaid postage to return the product.   They never replied to any of my emails let alone sent me return postage!  I returned the product to Comfort House upon instructions by Field Controls even though Comfort House stated verbally (on the first and only phone conversation in December) that they would not assist me in any way with this problem.  Field Controls stated that they would honor the warranty if I returned the product to Comfort House.  Field Controls stated that protocol was for the customer to return the product to Comfort House and then for Comfort House to contact Field Controls for the full refund.  This is why I shipped the product back to Comfort House on 1/21/2017 despite Comfort House’s insistence that they were in no way responsible for addressing this complaint.   I also did not call Comfort House on 1/24/2017 or leave a voice message.  I have never received a phone call or email from Comfort House.  I have still not received a refund for this product.  I would like a full refund for this product ($189.00) plus shipping costs ($10.95 plus $13.13).  This excludes the damage to my home caused by the product failure.
Regards,
[redacted]

We’re extremely disappointed to have received a complaint from Ms. [redacted] about her personalized home address sign.  We’re flattered a local business referred her to us for an address sign.  We do not send out samples of material so unfortunately the information she received from that...

business was incorrect. We apologize the address sign she received didn’t cover over her existing holes. That is no fault of ours but we’re extremely sorry for it.  As far as the material being cheap plastic, we’ve sold this particular sign for years and this is the first complaint we have ever received about the construction.  Normally clients tell us the sign looks great, it’s very attractive, and is an excellent product for the price.   Ms. [redacted] did state when she phoned us on February 1 that she was under the impression the sign she ordered was aluminum.  Our description of the product in the advertisement she ordered from accurately states it is made from composite plastic. Ms. [redacted] became very stern with Krysten on the phone when she called on February 1 upon learning she could not return her personalized item.  She promised to report us to Revdex.com, which indeed she has.  Krysten did her best to help her and even offered her a discount on the aluminum sign she wanted instead.  Our supervisor contacted Ms. [redacted] back that same day and left a message that the item was non-returnable.  Then, your complaint was waiting for us the very next morning. Concerning the customer calling and receiving a fax tone, I have confirmed with our phone log that she did call our fax line several times instead of our phone line. Since the sign is a custom made personalized product, we will not be able to accept a return.  As per our terms and conditions of sale which Ms. [redacted] agreed to at time of checkout, custom made and personalized products are not returnable.[redacted] President, Comfort House

Ms. [redacted] keeps saying over and over that we would not assist her in any way.  It is true that when she contacted us initially she was referred to the manufacturer for warranty service as is policy for manufacturer’s warranties.  However we did work with the manufacturer to enable the return to satisfy her and sent her numerous communications after that.  There were 15 separate communications we made between Ms. [redacted] and the manufacturer throughout December and January to ensure that everything was resolved to her satisfaction and that she received a credit as soon as possible. I stand corrected on the length of time that customer contacted us after her purchase.  It is 11 months instead of 12 months but this is not really important to the issue.  All other communications were sent to customer as stated.  All emails are time and date stamped.  None of the emails bounced back to us as undeliverable.  I also stand corrected about her not calling on 1/24; the call was made in December.....her account is documented with so many notes that you can get lost in them. As per our terms and conditions of sale which Ms. [redacted] agreed to at time of checkout, our return and refund policy is 30 days.  Our store credit of $189 stands.   She may use it to purchase any of the other thousands of items we carry.   We are reaching out to her by telephone to obtain an alternate email address to resend a copy of the credit since she states she not received any of the emails we’ve sent to her yahoo email address thus far. We’re so disappointed in this situation.  We spent so much time and put in so much effort on Ms. [redacted] matter.  We’re sorry we can’t satisfy her.