Discount Filter Store

To whom this may concern, I hope this message finds you well.Florence [redacted] placed an order with DiscountFilterStore on Saturday July 29th, in the amount of The order was given an order number, [redacted] That order was shipped on Monday July 31st, via FedExThe FedEx Tracking number and tracking link can be found below and were provided by our automated shipping email to Ms [redacted] at the time of shipment.FedEx Tracking Number: [redacted] https://www.fedex.com/apps/fedextrack/?action=track&action=track&tracknumbers= [redacted] Please also reference included screenshot: https://www.screencast.com/t/tfeb56TDBGzIFedEx Marked the package as delivered on Friday August 4th, Ms [redacted] emailed DiscountFilterStore's Customer Service Department on the same day, Friday August 4th, Carla, a CS Associates, emailed Ms [redacted] indicated that the package was marked as delivered by FedEx and asking for additional information.In situations where a shipping carrier has marked a shipment delivered and a customer has not received the product, DiscountFilterStore is willing to either reship the product, free of charge or refund the order in its entiretyAt this time, Ms [redacted] has requested a refund which will be processed todayDepending on the financial institution utilized for the purchase, the funds may take between and hours to become availableHer refund reference number will be the same as her order number, [redacted] .Any additional information concerning the status of the "delivery" marked as completed on August 3rd should be directed to FedEx, referencing the aforementioned tracking number: [redacted] We have included a copy of the purchase invoice for Ms [redacted] 's reference.If any additional information is needed, please encourage Florence to contact DiscountFilterStore for more information.Thank you for your time

I believe there was some confusion on the part of both parties involved. When I checked our records for order number [redacted] It does register as cancelled. If we were able to cancel a shipment before it shipped, then it will not have billed the customer. This order was in the amount... of $488.76. When I searched for additional orders under the customer's name, I found a duplicate order created the same day with the order number ebaydfs- [redacted] . This order was placed through a different marketplace website than the first order, which was placed with Amazon not Ebay. The amount of this order came to the amount of $352.47.This order was processed and shipped on the same day through FedEx. Because of the size of each item, they were shipped in three separate packages, but all three are shown to have been delivered Feb. 11th, 3 days after the initial order (Feb. 8th). If a customer service representative were to search for the by the order number provided by the customer (Amazon [redacted] ) they will have only noticed the canceled status of the order, and that we have not billed. But, as far as our records show, another order was placed for the same product through another Marketplace (Ebay) and was shipped, billed and delivered.We apologize for the confusion of this order. If you have not received the items for your Ebay order ebaydfs- [redacted] , please let us know, and we will be able to process a reshipment or a refund.If you have any additional questions or concerns, please let us know.

Initial Business Response /* (1000, 6, 2015/07/07) */
Initial Response:
I hope this finds you wellMy name is *** *** I am the Customer Service Manager at DiscountFilterStore.com
I apologize for the wait you experienced, but I needed to make sure I had the appropriate channels set to
receive your claimI appreciate your patience
I am sorry to hear about your negative experienceWe are happy to act as an advocate to report the damage you experienced to the manufacturerI will forward your order information, a description of the problem in your words and an insurance claim number to the manufacturerThey will contact your insurance company and begin an investigation
The info that we have is listed below along with the information that we need:
*** ***
*** *** *** **
*** ** XXXXX
(XXX) XXX-XXXX
***@gmail.com
Order Number- DFSXXXXXXXX
Item Model Number - RWF
We will need the model number of your refrigerator and a full statement of the damageOnce I have that info I will submit the claim to the manufacturer and make sure the appropriate conversations take place
If you have any questions about the process please let me know, I am more than happy to assist to the best capacity that I can
Thank you for your time
I look forward to speaking with you soon
Email Response from Mr***:
***:
Thank you for the response
The leak in the filter and resulting impacts have been documented both in writing (initially to your customer service email address and, subsequently, through Revdex.com) and via a video with audio commentary (to your customer service email address along with the written complaint)I have nothing further to add
As to the settlement you propose, if I must make a a claim through my homeowner's insurance I am faced with two issues I must fork out my deductible out of pocket and I am faced with the prospect of a possible insurance rate hike as I will no longer be claim freeSo, that process is not entirely costless to meAlso, I can file a claim myself and I see no need for the filter manufacturer doing this with you as an intermediary what purpose does intervention by you and the manufacturer serve? In the end its between the insurer and the insured, right?
For such reasons, I ran a fan non-stop about hours to dry the flooring as much as I couldI decided that we would do any repairs to the floor at such time that we put the house up for sale and do not wish to risk an insurance claim at the moment for reasons mentioned
As stated in my email and the Revdex.com complaint, my request to Discount Filter Store was as follows please reimburse me for the two defective filters and also send me a prepaid shipping package to send you the defective filtersPlease just take care of thisFurther, I'd suggest that you do post my review at your site (just as Amazon has posted negative reviews from others along with the positive) and do not just provide the glowing reviews this is misleading others just as I was mislead (as I just went by reviews posted at DSF and had not checked Amazon at the time of placing my orderI now know better.)
I thank you and look forward to hearing from youI am forwarding a copy of this email exchange between us to Revdex.com as they have asked to be kept informed
Best,
***
Second Response:
Mr***,
Thank you for your message
I understand your concerns and we are happy to move forward as you requested
I have processed a refund for the full purchase price of your orderAdditionally, you will see an emailed prepaid return label for your return of the filters
We will process your refund immediatelyDepending on your financial institution, the funds could take up to hours to credit to your account
Additionally, I forwarded your feedback and review request to our marketing and feedback teamThey will be moving forward with the request
If you have any additional questions or concerns, please feel free to contact me
Thank you for your time, I look forward to hearing from you soon
Initial Consumer Rebuttal /* (2000, 8, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I asked for a refund of my purchase price and Mr*** has stated that the refund process has been initiatedI have also received a shipping label to return the two defective filtersAs indicated to Mr*** (please see the attached), I will return these once my refund has been received (this is because I see at the Revdex.com site that another complainant was promised a refund that did not materialize.)

I hope this email finds you well.Mr***, who was in contact with DiscountFilterStore's Customer Service Team, concluded his conversation with one of our representatives after having his Return Authorization authorizedA refund of his full purchase price, in the amount of was processed on
9/at 12:05pm Central Standard Time during the phone conversation initiated by Mr***.DiscountFilterStore's refund and return policy is clearly stated on our website here: http://www.discountfilterstore.com/returns.htmlAs our conversation resulted in the Return Authorization and corresponding refund of Mr***'s purchase price, we have stood by the TierProduct guaranteeAny mis-communication related to our "Day No Questions Asked Return Policy" due to the order in question being placed in 2014, two years prior to his return request, were addressed at the time of the phone call.Thank you for your time, DiscountFilterStoreCustomer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

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.  I appreciate DiscountFilterStore.com's decision to issue a refund for my purchase.Thank you,[redacted]

I believe there was some confusion on the part of both parties involved. When I checked our records for order number [redacted] It does register as cancelled. If we were able to cancel a shipment before it shipped, then it will not have billed the customer. This order was in the amount...

of $488.76. When I searched for additional orders under the customer's name, I found a duplicate order created the same day with the order number ebaydfs-[redacted]. This order was placed through a different marketplace website than the first order, which was placed with Amazon not Ebay. The amount of this order came to the amount of $352.47.This order was processed and shipped on the same day through FedEx. Because of the size of each item, they were shipped in three separate packages, but all three are shown to have been delivered Feb. 11th, 3 days after the initial order (Feb. 8th). If a customer service representative were to search for the by the order number provided by the customer (Amazon [redacted]) they will have only noticed the canceled status of the order, and that we have not billed. But, as far as our records show, another order was placed for the same product through another Marketplace (Ebay) and was shipped, billed and delivered.We apologize for the confusion of this order. If you have not received the items for your Ebay order ebaydfs-[redacted], please let us know, and we will be able to process a reshipment or a refund.If you have any additional questions or concerns, please let us know.

To whom this may concern, I hope this message finds you well.Florence [redacted] placed an order with DiscountFilterStore on Saturday July 29th, 2017 in the amount of 96.98. The order was given an order number, [redacted]. That order was shipped on Monday July 31st, 2017 via FedEx. The FedEx...

Tracking number and tracking link can be found below and were provided by our automated shipping email to Ms. [redacted] at the time of shipment.FedEx Tracking Number: [redacted]https://www.fedex.com/apps/fedextrack/?action=track&actio...⇄ also reference included screenshot: https://www.screencast.com/t/tfeb56TDBGzIFedEx Marked the package as delivered on Friday August 4th, 2017. Ms. [redacted] emailed DiscountFilterStore's Customer Service Department on the same day, Friday August 4th, 2017. Carla, a CS Associates, emailed Ms. [redacted] indicated that the package was marked as delivered by FedEx and asking for additional information.In situations where a shipping carrier has marked a shipment delivered and a customer has not received the product, DiscountFilterStore is willing to either reship the product, free of charge or refund the order in its entirety. At this time, Ms. [redacted] has requested a refund which will be processed today. Depending on the financial institution utilized for the purchase, the funds may take between 24 and 48 hours to become available. Her refund reference number will be the same as her order number, [redacted].Any additional information concerning the status of the "delivery" marked as completed on August 3rd should be directed to FedEx, referencing the aforementioned tracking number: [redacted]We have included a copy of the purchase invoice for Ms. [redacted]'s reference.If any additional information is needed, please encourage Florence to contact DiscountFilterStore for more information.Thank you for your time.