Delta Lighting Products, Inc.

October 4, Dear ***,We
received this Revdex.com correspondence today, and I’m extremely disappointed that
this has become a Revdex.com issue. A call was
placed by *** on 9/14/and on 9/15/call tags were issued and the
merchandise arrived back with us yesterdayA credit
has been issued to close
out the invoiceNow that we have cleared that up, I do need to address a couple
of concerns within the contents of the complaintThe
first is that the merchandise was never orderedIn telephone sales there is
always the possibility of miscommunication, but we reached out and the order
was placed (according to our notes) with ***We have a separate Verification
Department that calls back to ensure validity of any order, the shipping and
billing address, as well as the product and any sales promotion that may be
sent in conjunction with any orderOn August 27th at 11:AM
our Verification had a minute second phone call to confirm this orderSo
in my mind there are two possibilities, the first being *** placed this
order, and doesn’t remember, or has chosen to offer an inaccurate
representation of the eventsThe second possibility is that someone at ***
*** represented themselves as *** during the sale and verification
process, possibly in order to obtain a sales promotionIn any event we
attempted to operate in good faith and with integrity.To
***’s second point regarding the way things were handled on the return, our
policy is to give the sales rep the opportunity to resolve the issueWe will
be discussing ***’s account with RichIf there is merit to what she said
then appropriate disciplinary actions will be takenSales reps are to conduct
themselves with integrity and professionalismTo say that *** would hear
from “his lawyer” would be entirely unacceptableThis matter will be
addressed Sincerely, Raymond
*H***Accounts Receivable Coordinator

February 23, Dear ***,I am
surprised to hear that this is an issue brought to the attention of the RevDex.com. As far as we were
concerned, this issue was resolved. Call
tags were issued for the merchandise on 1/7/15, and a note stating not to
sell
to *** *** was applied to the account.
That said, I do need to dispute portions of *** ***’ description of
events. We do not “learn a name and ship
product”. Not only would that be
unethical it would be illegal. We
deal with an individual named *** *** who placed several orders with us
beginning in July of 2014. A new sales
representative took over the account for the order in question and apparently
there may have been some confusion regarding this order between the rep and Mr
Stevens. Beyond that *** *** claimed that we sent
“cheap light bulbs invoiced at $1,500”.
The largest invoice ever sent was for $1,026.84, and was not only light
bulbs, but also for a variety of other productsThe light bulbs amounted to
roughly $of the invoice. The most
recent invoice which they requested be picked up is for $141.93. He also claims that we sent him acid on that
invoice which we did not, we sent *** ** which is an organic drain opener and
maintainer and has a variety of uses beyond drain opening. I’m actually beginning to wonder if *** *** has us confused with another company, at the very least it’s clear he
has a penchant for exaggeration.*** *** contacted our Customer Service Department yesterday and spoke with one
of our helpful representatives named Kate.
Kate expressed to *** *** the standard protocol for dealing with
returns. We take the information from the
individual calling and refer the issue to the sales representative to
resolve. This process usually takes
between and business days. In the
event that for some reason the rep elects not to, or is unable to resolve it, we
will follow up from Customer Service in days (or welcome a return phone call
from the customer) to resolve the issue.
Any assertion that we did not adequately explain our return policy is entirely
inaccurate It’s likely that it may have
gone unheard by *** *** who was too busy launching into a profanity laced
tirade to actually hear the procedure. Because
of *** *** aggressive demeanor and general disregard for back and forth
communication we elected to forego our standard procedure and pick up the
merchandise ASAP. We have taken care of
everything asked for by *** ***. Call
Tag #*** was issued and as of 11:14AM this morning was picked up
and the merchandise was en route to us.
Upon receipt of the merchandise, a credit will be issued towards the
open invoice to close itWe took every step to ensure that things were handled properly from start to
finish, and as far as we’re concerned this issue is closed. Despite the manner in which *** ***
approached this, we handled it with professionalism and integrity throughout
and not only as quickly as possible, but in expedited fashion. In closing, I will issue an apology for
whatever confusion may have been caused by the rep on our end and wish *** *** the best in their future business dealings. Sincerely,Raymond
HAccounts Receivable Coordinator

Dear ***,Our company had no request for a “Do Not Sell” from We received a phone call from *** on 4/21/ He requested RMA “call tags” to pick the merchandise up *** acknowledged with us at that time that he had placed the order, but no longer wanted it on that day
he also requested a Do Not Sell We explained to him that our policy is to refer the issue to the sales rep and give the rep days to resolve it The following day we received a phone call from *** again expressing that they wanted to return We let her know that it had been referred to the sales rep on *** call and reiterated that the rep had days from the initial call in date to resolve the issue We do this as a courtesy to the representative in order to allow them a chance to solve a problem because they have been paid commission on the order.Today we have this complaint Thankfully the sales rep Ed was able to resolve this complaint with *** We are picking up the coil cleaner which the property has an abundance of, and are swapping it for our “magic erasers” The Do Not Sell has been lifted and replaced with a note acknowledging that *** is the only authorized purchaser for this company I personally confirmed with *** that this resolution was acceptable, and as far as we are concerned while this complaint needn’t have been issued in the first place it has been amenably resolved to the satisfaction of all parties involvedSincerely, Raymond JH*** Accounts Receivable Coordinator

October 4, Dear Heather,I
don’t quite understand where I’m supposed to go from hereThe customer asked
for us to pick up merchandise, which we didWe freely acknowledged that the
employee in question had handled things poorly with respect to his
communication with ***We acknowledged that the employee had not met the
levels of professionalism and courtesy that we demand out of our staff and that
issue has since been addressed.The
bottom line in this matter is that the facts are simple*** claims that we
sent an unauthorized orderThere are apparently two ***s at the location as
she has acknowledgedOur rep contacted them and in his mind had reached some
sort of accord on a transactionHad things ended there *** *** would be
well within reason to assume that our rep (who clearly acted poorly on the
backend resolution of the issue) might have acted in a way where he sent
merchandise without authorization.But
as I said in the original response, “We have a separate Verification Department
that calls back to ensure validity of any order, the shipping and billing
address, as well as the product and any sales promotion that may be sent in
conjunction with any orderOn August 27th at 11:AM our
Verification had a minute second phone call to confirm this order.” Once
we have confirmed an order through our Verification Department I have no
problem saying that I believe something was amiss with them as wellI know in
*** ***’s mind there is no way that her employee could have been out for a
sales promotionI believe the facts speak for themselvesAn initial sales
call was placedA *** Gear bag was sent as a sales promotion along with the
orderThe sales promotion was delivered on 9/2/at 10:36AMPer ***
***’s request we picked up the merchandiseIn doing so we never received the
promotion backFrom the outside looking in it’s a pretty clear set of
circumstancesAt
this point we’re splitting hairsShe had a belief of how things transpired;
our company has a belief of how things transpiredWhen all is said and done we
have done as she asked, the merchandise was picked up, the invoice was closed
and we have not reached out to contact *** *** again*** *** is
rejecting our initial response because she doesn’t believe that *** Carr made
an order to obtain a promotion, she’s well within her rights to feel that way
By the same token we are within our rights to believe that that the facts
listed above speak for themselvesI have previously acknowledged our
displeasure with how the rep handled things; the Verification Department is
designed to avoid having issuesSomeone at *** *** named ***
acknowledged an order with said department and we shipped in good faith Sincerely,Raymond *H***Accounts Receivable Coordinator

I apologize for the delayed response as we did not receive word regarding this complaintThank you very much also for the follow up call and bringing this to our attentionAt this time we are launching a full investigation into how these events transpiredWe have had a relationship with ***
*** at this location dating back to April 1, We have had a number of orders placed by *** and shipped to this location on his authorization which *** *** & *** then paid for.Since we have never had a problem before we are trying to comprehend how this relationship went southWe have reached *** a number of times on his cell phone regarding orders, and it’s likely that that’s how we reached him for this orderIf, as *** states, *** was no longer employed at that time, we have no indication that *** shared that information with usUnfortunately in this business buyers come and go, in the event that we are made aware the previous buyer is no longer employed we seek out a new buyerOur company would not knowingly send merchandise to a company without an order being placedAt the end of the day while we will continue to do our due diligence to see if there was anything we could have done differently on our end instead of this being the case of a former employee overstepping his bounds as it appearsIn the interim the merchandise has been picked up and returned to us; the invoice associated with it has been closed upon receipt of said merchandisePer their request a Do Not Sell has been placed on their accountWe are sorry to see such an end to our business relationship and wish *** *** & *** *** the best in the futureSincerely,
Raymond JH***Accounts Receivable Coordinator“A Brighter Future”

This was a simple case of confusion and/or miscommunication. Our records do show [redacted] ordering the product, and we don't see any calls to request call tags. This is well outside of our return policy, but one of our managers Joe spoke with [redacted] and agreed to pick up the cleaner regardless....

We received an email from [redacted] yesterday; I am assuming around the time that this complaint was filed. The complaint was addressed with both [redacted] and the individual who placed the order, [redacted] The account given in this Revdex.com complaint is woefully inaccurate. We did not “sneak a...

purchase”, nor was this about hitting “some type of sales quota”. Once [redacted] informed us that [redacted] was not authorized, we acted in good faith and had this order picked up. We reached out and dealt with this business in good faith from start to finish. [redacted] represented himself as an authorized buyer and accepted both the order and the accompanying sales promotion. There is always an opportunity for confusion in the realm of telephone sales. I would like to make it clear though that our representative did not engage in any type of wrongdoing. She represented the situation truthfully, fairly, and accurately. In the end, our employee did her best to make sure that she had a valid order with an authorized buyer. Beyond that, the order was confirmed for accuracy, validity, and authorization with one of our management staff. This is a customary practice to make sure that we have dealt with each and every customer in the best way possible. [redacted] AGAIN confirmed that not only was he authorized, he would like to receive the order. I think that even [redacted] would agree that given these parameters we did everything possible to make sure that we had a valid order.The representation of our business is disheartening, and it is one that we vehemently disagree with. Beyond that, without even having knowledge of a complaint to the Revdex.com we immediately acted to resolve an issue with the customer, which I believe, should show the type of business that we are. Our goal is to take care of our customers, even the few that may be less than satisfied. That is a goal we will continue to strive for, and continue to achieve. There is no refund available as nothing was paid. The merchandise is on the way back to us and upon receipt the invoice will be closed out. Sincerely,Raymond J. H[redacted]
[redacted]

September 9, 2016Dear [redacted],I
appreciate [redacted] taking the time to respond to our response to their original
complaint. We acknowledge that we did not follow [redacted]’s rather stringent vendor
authorization process. That’s certainly a fair assessment on their end. That is
precisely the reason we offered to meet halfway and accept a 50% discount. We
are comfortable in recognizing that there is fault on both sides. What [redacted] has
to realize is that while [redacted] is not authorized to determine if [redacted] can
purchase from a new vendor, he represented himself as such. We reached out to
solicit business, and have operated in good faith from the start of things. [redacted]
Garfield is operating as if there is no fault on their end at all for this
situation, and we vehemently disagree with that. While we understand that [redacted]
has procedures and policies to which they adhere, we do as well. [redacted] would have
you believe that only their procedures and policies are germane to the issue at
hand. Again, we acknowledge our role in not following their procedures, but [redacted]
seems to believe that despite the fact that their employees have acted
recklessly and with little regard for honesty that only Delta should accept any
loss in this matter. We appreciate the Revdex.com’s involvement with this situation as
it becomes increasingly clear that Delta is the only company in this situation
that is willing to budge, to meet in the middle and to try to reach a fair
resolution to the issue. Furthermore, let me make this abundantly clear; any and all dishonesty or misrepresentation
came on the end of [redacted]. Despite that fact they have called our integrity as
a company into question. In addition they continue to insist that they be
allowed to walk away from this invoice having accepted a sales promotion, and
product and returned absolutely nothing. I can’t possibly be the only one who
sees a problem with that. For
the purposes of clarity allow me to review this one more time. The facts of
this complaint are crystal clear. Delta reached out and solicited business.
Delta offered a sales promotion in conjunction with a purchase. [redacted]’s employee
represented himself in a manner which was not consistent with his actual role
solely for the purpose of obtaining the sales promotion. A second [redacted] employee
called about returning the merchandise, when we followed up to arrange for
pickup we were told the products were sent back when in fact they were used. In
no way, shape or form has Delta done anything wrong in this matter to accept
that this invoice should be closed without any type of payment. We are being
more than generous by offering a 50% discount on the merchandise and stand firm
that that is the only reasonable and equitable resolution in this matter that
we are comfortable accepting. Sincerely,Raymond H.Accounts Receivable Coordinator

Our Vice President, Joe, spoke with [redacted] by phone yesterday.We spoke with the rep in question, and he admitted that everything that [redacted] said was entirely accurate. He seemed to think that this was no big deal and not a problem when dealing with customers. We were shocked, dismayed and...

incredibly disappointed at how out of touch this representative seemed to be. The appropriate actions have been taken. We are sending [redacted] six free quarts of one of our products, we are placing a Do Not Sell on his account, and as far as we could tell at the end of the phone call this was resolved between [redacted] and Joe.We can't apologize enough for this unfortunate set of circumstances, and will strive to make sure that something like this never happens again.

April 25, 2017Dear [redacted],We
received your correspondence today with the message from [redacted] at
[redacted] by [redacted] Gaithersburg. I cannot speak to what he may or may not
have been told by the sales representative in question. If he was misinformed
by the sales rep, I have to apologize....

If Steve said that we had a
“longstanding business relationship” that’s inaccurate. We did do business on
two prior occasions with [redacted]. (I’ve taken the liberty of
attaching the paid invoices for confirmation) In the event that Steve took
liberties with the duration of our business relationship; that is something
that we will discuss with him and deal with internally. However,
where [redacted]’s claim unravels is in his claims about the Verification
Department process. While we trust the integrity of our sales force the
Verification Department is an integral part of our company as confusion may
occur in phone sales. We are quoting a completely relevant date and time when
it comes to that. I have taken the liberty of attaching a copy of our phone
records for that day with the phone call placed to Joe at 2:07 PM on 12/21/15 for
shipment on 1/4/16. At that time we spoke with [redacted] or with someone
representing themselves as [redacted]. In that phone call the verifier would
have reviewed a series of things. They would have reviewed the products and
quantities of each as well as the address for shipping and billing (this would
be the first indication that there would be a charge for the merchandise). From
there they would have reviewed the sales promotion sent to [redacted] (in this
case Sony Headphones) and they would have concluded the call by informing him
that he was not receiving a trial or a sample and that he would receive an
invoice for the products. That
is how every call from our Verification Department is done. If at that time
when he was informed that it was “not a trial or sample” [redacted] would have
said that he was under the impression that this was a sample the order would
have been cancelled. Instead, at that time he confirmed shipment of the order.
Beyond that, [redacted] has asserted that this is a common practice from Delta,
we ship somewhere in the neighborhood of 400 orders per week and have thousands
of customers. We retain an A+ rating with the Revdex.com for a reason. Looking at the
Courtyard’s reviews on Yelp you can find ratings that are only 2 of 5 stars for
their establishment, that doesn’t mean that they’re a poor establishment it
means that a couple of people in their vast array of customers have had a bad
experience and isn’t necessarily indicative of the general service there, and I
believe that what he’s written about Delta is the same. At
the end of the day we have no reason to believe that we’re not attempting to
collect a valid debt. We reached out on a number of occasions to collect and 2/11/16,
2/18/16, 2/22/16 (where we were informed by [redacted] that this was an issue
and he hung up on our associate), 2/29/16, 3/7/16 (where we offered to pick up
the products despite it being outside of our return policy), and again today. I
am happy to try to reach a middle ground to settle this invoice. We are
prepared to waive the shipping charges and offer a 35% discount on the
merchandise. That will bring the invoice from $175.78 to $100.69. We will
consider that settlement in full for the merchandise. I have also taken the
liberty of placing a “Do Not Sell” on the account in question so that if anyone
from [redacted] should try to place an order in the future we would not accept
it without emailed or faxed approval requesting that the “Do Not Sell” be
lifted. This we don’t run into another “he said/she said” situation. I’m hoping
that [redacted] will consider this as a viable resolution as we believe that we
have a valid debt to pursue.Sincerely,Raymond
J. H.Accounts Receivable Coordinator

April 21, 2016Dear [redacted],I am
surprised to hear that this is an issue brought to the attention of the RevDex.com.  As far as we were
concerned, this issue was resolved.  The
merchandise was received back to our company, and a note stating not to sell to
[redacted]...

in Scottsbluff was applied to the account.  We’ve
dealt with [redacted] in Scottsbluff since 4/30/14.  We dealt with [redacted] as our point of
contact for the first two orders; those orders were shipped by Delta, accepted
by [redacted], and paid for within our standard payment terms.  The representative here dealing with Larry left
our company; and a new representative took over the account.  He began dealing with [redacted].  In our system we had the buyer’s name listed
as [redacted] (the most common spelling of the name) which [redacted] took as
acknowledgement that we must not really be dealing with [redacted].  Our representative spelled her name as he
thought it was spelled, but did not do the due diligence of learning if there
was an alternate spelling.  In the case
of the order placed by [redacted] initially that order was not paid on time.  We pursued collections and reached out to the
hotel on the following dates to pursue payment: 12/16/14, 1/15/15, 1/22/15,
1/27/15, 1/30/15, 2/6/15, 2/11/15, 2/20/15, 2/25/15, 3/2/15, and 3/6/15.  At no point did we hear back from [redacted] or
anyone else regarding payment, or even a desire to return the merchandise.  Had someone at the company alerted us within
return terms we would have happily picked up the merchandise.  Payment was received on 3/9/15.  At that time our sales rep again reached out
to [redacted] to see if they needed more merchandise.  Another order was placed by [redacted], and our
Verification Department reached out for confirmation confirming the validity of
the order, the merchandise to be shipped, billing and shipping addresses and
shipping date.  The
order was scheduled to leave on 3/26/15.On
3/16/15 [redacted] called in and spoke with one of our Customer Service reps
Mike.  She noted that she wanted a Do Not
Sell placed on the account.  The account
was marked with that designation at that time. 
Unfortunately Mike did not follow up, and for that Delta accepts full
responsibility. Because of this and issues of a similar ilk, Mike is no longer
employed with Delta.  Mike should have
noticed that there was a pending order to leave on 3/26/15, and should have
prevented that shipment from leaving upon request for a Do Not Sell.  Mike and Delta absolutely, positively,
unequivocally failed in that regard, and we accept full responsibility for the
error.  [redacted] called in again on
3/31/15 rightfully angry about receiving that shipment.  Yesterday we received a message from [redacted]
noting the misspelling of [redacted]’s name etc. 
Our Vice President attempted to reach out but was unable to reach
her.  We cannot guarantee that [redacted]
will never hear from our company again, many reps “cold call” from hotel
listings online, so we are unable to prevent an accidental call.  But without a written, faxed, or emailed
request for an order NO order will
be shipped to that property under any circumstances.

April 21, 2016
Dear [redacted],
I am
surprised to hear that this is an issue brought to the attention of the RevDex.com.  As far as we were
concerned, this issue was resolved.  The
merchandise was received back to our company, and a note stating not to sell...

to
[redacted] in Scottsbluff was applied to the account.  We’ve
dealt with [redacted] in Scottsbluff since 4/30/14.  We dealt with [redacted] as our point of
contact for the first two orders; those orders were shipped by Delta, accepted
by [redacted], and paid for within our standard payment terms.  The representative here dealing with Larry left
our company; and a new representative took over the account.  He began dealing with [redacted].  In our system we had the buyer’s name listed
as [redacted] (the most common spelling of the name) which [redacted] took as
acknowledgement that we must not really be dealing with [redacted].  Our representative spelled her name as he
thought it was spelled, but did not do the due diligence of learning if there
was an alternate spelling.  In the case
of the order placed by [redacted] initially that order was not paid on time.  We pursued collections and reached out to the
hotel on the following dates to pursue payment: 12/16/14, 1/15/15, 1/22/15,
1/27/15, 1/30/15, 2/6/15, 2/11/15, 2/20/15, 2/25/15, 3/2/15, and 3/6/15.  At no point did we hear back from [redacted] or
anyone else regarding payment, or even a desire to return the merchandise.  Had someone at the company alerted us within
return terms we would have happily picked up the merchandise.  Payment was received on 3/9/15.  At that time our sales rep again reached out
to [redacted] to see if they needed more merchandise.  Another order was placed by [redacted], and our
Verification Department reached out for confirmation confirming the validity of
the order, the merchandise to be shipped, billing and shipping addresses and
shipping date.  The
order was scheduled to leave on 3/26/15.On
3/16/15 [redacted] called in and spoke with one of our Customer Service reps
Mike.  She noted that she wanted a Do Not
Sell placed on the account.  The account
was marked with that designation at that time. 
Unfortunately Mike did not follow up, and for that Delta accepts full
responsibility. Because of this and issues of a similar ilk, Mike is no longer
employed with Delta.  Mike should have
noticed that there was a pending order to leave on 3/26/15, and should have
prevented that shipment from leaving upon request for a Do Not Sell.  Mike and Delta absolutely, positively,
unequivocally failed in that regard, and we accept full responsibility for the
error.  [redacted] called in again on
3/31/15 rightfully angry about receiving that shipment.  Yesterday we received a message from [redacted]
noting the misspelling of [redacted]’s name etc. 
Our Vice President attempted to reach out but was unable to reach
her.  We cannot guarantee that [redacted]
will never hear from our company again, many reps “cold call” from hotel
listings online, so we are unable to prevent an accidental call.  But without a written, faxed, or emailed
request for an order NO order will
be shipped to that property under any circumstances.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
However, please note that the very first sentence in the last message was a lie. I was off yesterday, I am the only manager who oversees housekeeping, and I am the only male employee in housekeeping, so for them to claim we spoke yesterday is also a lie, especially considering how there is no possible way for me to be confused with someone else. We do accept them closing this matter.
Regards,
[redacted]

December 5, 2015We received notice today of the
complaint filed by [redacted] of [redacted].  I could not be more surprised by this
complaint.  We have spoken with Mr.
Thompson on three occasions.  One was our
initial sales call; the second was a follow up from our...

Verification
Department.  The purpose of that
department is to confirm each order for validity, accuracy, and to confirm the price
of the order.  [redacted] has
complained about our pricing, but was made aware of said prices not only by the
sales rep on the initial phone call, but by our Verification Department on the
follow up call.  I’m highly confused as
to why if there was an issue regarding the price of the products it would not
have been mentioned on either of those phone calls.  The third phone call to [redacted] was a friendly reminder from our Collections Department that his
invoice had gone past due.  At that point
we were told that the invoice would be paid, but that payment had not yet been
sent.  At no point during any of these
three phone calls did [redacted] mention an issue with pricing, or a desire
to have our company no longer contact him. 
Had he done so, this complaint, both the issue with pricing, and the
desire to not be called again could easily have been resolved with our Customer
Service staff before ever reaching this stage.Given that there was never a
mention of any of this during our interactions with [redacted] we’re
completely flabbergasted with the involvement of the Revdex.com in
such a seemingly minor issue.  I wish
that he had taken the time to call our company to resolve this rather than
bring the Revdex.com into this situation for an issue which we easily could have
easily resolved on our end amicably and to the satisfaction of both
parties.  [redacted] would have even
been well within his rights to return the merchandise at any point during our
30 day return policy as well.  As it is,
I have placed a “Do Not Sell” on his account so that we will not reach out to
him for any further sales calls, but as the order is now outside of the 30 Day
Return terms we do expect payment for the merchandise received.Sincerely,Raymond H.Accounts Receivable/Customer Service
Coordinator

September 9, 2016
Dear [redacted],I
appreciate [redacted] taking the time to respond to our response to their original
complaint. We acknowledge that we did not follow [redacted]’s rather stringent vendor
authorization process. That’s certainly a fair assessment on their end. That is
precisely the reason we offered to meet halfway and accept a 50% discount. We
are comfortable in recognizing that there is fault on both sides. What [redacted] has
to realize is that while [redacted] is not authorized to determine if [redacted] can
purchase from a new vendor, he represented himself as such. We reached out to
solicit business, and have operated in good faith from the start of things. [redacted]
Garfield is operating as if there is no fault on their end at all for this
situation, and we vehemently disagree with that. While we understand that [redacted]
has procedures and policies to which they adhere, we do as well. [redacted] would have
you believe that only their procedures and policies are germane to the issue at
hand. Again, we acknowledge our role in not following their procedures, but [redacted]
seems to believe that despite the fact that their employees have acted
recklessly and with little regard for honesty that only Delta should accept any
loss in this matter. We appreciate the Revdex.com’s involvement with this situation as
it becomes increasingly clear that Delta is the only company in this situation
that is willing to budge, to meet in the middle and to try to reach a fair
resolution to the issue. Furthermore, let me make this abundantly clear; any and all dishonesty or misrepresentation
came on the end of [redacted]. Despite that fact they have called our integrity as
a company into question. In addition they continue to insist that they be
allowed to walk away from this invoice having accepted a sales promotion, and
product and returned absolutely nothing. I can’t possibly be the only one who
sees a problem with that. For
the purposes of clarity allow me to review this one more time. The facts of
this complaint are crystal clear. Delta reached out and solicited business.
Delta offered a sales promotion in conjunction with a purchase. [redacted]’s employee
represented himself in a manner which was not consistent with his actual role
solely for the purpose of obtaining the sales promotion. A second [redacted] employee
called about returning the merchandise, when we followed up to arrange for
pickup we were told the products were sent back when in fact they were used. In
no way, shape or form has Delta done anything wrong in this matter to accept
that this invoice should be closed without any type of payment. We are being
more than generous by offering a 50% discount on the merchandise and stand firm
that that is the only reasonable and equitable resolution in this matter that
we are comfortable accepting. Sincerely,
Raymond H.Accounts Receivable Coordinator

This was a simple case of confusion and/or miscommunication. Our records do show [redacted] ordering the product, and we don't see any calls to request call tags. This is well outside of our return policy, but one of our managers Joe spoke with [redacted] and agreed to pick up the cleaner regardless.

September 9, 2016Dear [redacted],I
appreciate [redacted] taking the time to respond to our response to their original
complaint. We acknowledge that we did not follow [redacted]’s rather stringent vendor
authorization process. That’s certainly a fair assessment on their end. That is
precisely the reason we...

offered to meet halfway and accept a 50% discount. We
are comfortable in recognizing that there is fault on both sides. What [redacted] has
to realize is that while [redacted] is not authorized to determine if [redacted] can
purchase from a new vendor, he represented himself as such. We reached out to
solicit business, and have operated in good faith from the start of things. [redacted]
Garfield is operating as if there is no fault on their end at all for this
situation, and we vehemently disagree with that. While we understand that [redacted]
has procedures and policies to which they adhere, we do as well. [redacted] would have
you believe that only their procedures and policies are germane to the issue at
hand. Again, we acknowledge our role in not following their procedures, but [redacted]
seems to believe that despite the fact that their employees have acted
recklessly and with little regard for honesty that only Delta should accept any
loss in this matter. We appreciate the Revdex.com’s involvement with this situation as
it becomes increasingly clear that Delta is the only company in this situation
that is willing to budge, to meet in the middle and to try to reach a fair
resolution to the issue. Furthermore, let me make this abundantly clear; any and all dishonesty or misrepresentation
came on the end of [redacted]. Despite that fact they have called our integrity as
a company into question. In addition they continue to insist that they be
allowed to walk away from this invoice having accepted a sales promotion, and
product and returned absolutely nothing. I can’t possibly be the only one who
sees a problem with that. For
the purposes of clarity allow me to review this one more time. The facts of
this complaint are crystal clear. Delta reached out and solicited business.
Delta offered a sales promotion in conjunction with a purchase. [redacted]’s employee
represented himself in a manner which was not consistent with his actual role
solely for the purpose of obtaining the sales promotion. A second [redacted] employee
called about returning the merchandise, when we followed up to arrange for
pickup we were told the products were sent back when in fact they were used. In
no way, shape or form has Delta done anything wrong in this matter to accept
that this invoice should be closed without any type of payment. We are being
more than generous by offering a 50% discount on the merchandise and stand firm
that that is the only reasonable and equitable resolution in this matter that
we are comfortable accepting. Sincerely,Raymond H.Accounts Receivable Coordinator

I apologize for the delayed response as we did not receive word regarding this complaint. Thank you very much also for the follow up call and bringing this to our attention. At this time we are launching a full investigation into how these events transpired. We have had a relationship with [redacted]...

[redacted] at this location dating back to April 1, 2015. We have had a number of orders placed by [redacted] and shipped to this location on his authorization which [redacted] & [redacted] then paid for.Since we have never had a problem before we are trying to comprehend how this relationship went south. We have reached [redacted] a number of times on his cell phone regarding orders, and it’s likely that that’s how we reached him for this order. If, as [redacted] states, [redacted] was no longer employed at that time, we have no indication that [redacted] shared that information with us. Unfortunately in this business buyers come and go, in the event that we are made aware the previous buyer is no longer employed we seek out a new buyer. Our company would not knowingly send merchandise to a company without an order being placed.At the end of the day while we will continue to do our due diligence to see if there was anything we could have done differently on our end instead of this being the case of a former employee overstepping his bounds as it appears. In the interim the merchandise has been picked up and returned to us; the invoice associated with it has been closed upon receipt of said merchandise. Per their request a Do Not Sell has been placed on their account. We are sorry to see such an end to our business relationship and wish [redacted] & [redacted] the best in the future.Sincerely, Raymond J. H[redacted]Accounts Receivable Coordinator“A Brighter Future”

We received [redacted] letter in the mail and immediately followed up prior to receiving this complaint. We do not do trials, or samples, but we do allow customers to use a single bottle and if it does not meet their needs, upon receipt of the product back we credit an invoice in full.Because...

[redacted] had used three bottles, [redacted] correctly told [redacted] that they would be responsible for those under our policy. However, upon receipt of a letter from [redacted] I reached out to her to let her know that we would waive our usual policy in this case. As I told [redacted] in our follow up email, there is room for confusion in telephone sales. With the volume of orders we do in a given week to receive as few issues as we do is a testament to both the quality of our reps and our customer service when it comes to resolution of issues when they do arise. Not only did we resolve this issue by crediting the full order upon receipt of the nine bottles, we also issued a check to [redacted] and [redacted] to cover the return shipment that they paid for. Our policy is that upon receipt of a phone call such as [redacted]’s we give the sales rep one week to resolve the issue prior to our customer service handling pickup of the merchandise. As [redacted] was within our return policy, she would not have had to return it on her own outside of that period. We strive to do business the right way. I hear words like “scam” and “deception” and it perks our ears up; those are not words we want associated with our company. I believe in this case that they were inaccurately used to describe our company. We handle things the right way, and I believe that [redacted] is experiencing that now with our follow up customer service. We consider this issue resolved, and according to her emails with us, [redacted] considers this issue resolved as well.Sincerely,Raymond J. H[redacted]

September 9, 2016
Dear [redacted],I
appreciate [redacted] taking the time to respond to our response to their original
complaint. We acknowledge that we did not follow [redacted]’s rather stringent vendor
authorization process. That’s certainly a fair assessment on their end. That is
precisely...

the reason we offered to meet halfway and accept a 50% discount. We
are comfortable in recognizing that there is fault on both sides. What [redacted] has
to realize is that while [redacted] is not authorized to determine if [redacted] can
purchase from a new vendor, he represented himself as such. We reached out to
solicit business, and have operated in good faith from the start of things. [redacted]
Garfield is operating as if there is no fault on their end at all for this
situation, and we vehemently disagree with that. While we understand that [redacted]
has procedures and policies to which they adhere, we do as well. [redacted] would have
you believe that only their procedures and policies are germane to the issue at
hand. Again, we acknowledge our role in not following their procedures, but [redacted]
seems to believe that despite the fact that their employees have acted
recklessly and with little regard for honesty that only Delta should accept any
loss in this matter. We appreciate the Revdex.com’s involvement with this situation as
it becomes increasingly clear that Delta is the only company in this situation
that is willing to budge, to meet in the middle and to try to reach a fair
resolution to the issue. Furthermore, let me make this abundantly clear; any and all dishonesty or misrepresentation
came on the end of [redacted]. Despite that fact they have called our integrity as
a company into question. In addition they continue to insist that they be
allowed to walk away from this invoice having accepted a sales promotion, and
product and returned absolutely nothing. I can’t possibly be the only one who
sees a problem with that. For
the purposes of clarity allow me to review this one more time. The facts of
this complaint are crystal clear. Delta reached out and solicited business.
Delta offered a sales promotion in conjunction with a purchase. [redacted]’s employee
represented himself in a manner which was not consistent with his actual role
solely for the purpose of obtaining the sales promotion. A second [redacted] employee
called about returning the merchandise, when we followed up to arrange for
pickup we were told the products were sent back when in fact they were used. In
no way, shape or form has Delta done anything wrong in this matter to accept
that this invoice should be closed without any type of payment. We are being
more than generous by offering a 50% discount on the merchandise and stand firm
that that is the only reasonable and equitable resolution in this matter that
we are comfortable accepting. Sincerely,Raymond H.
Accounts Receivable Coordinator