Dukat

Good Afternoon- Customer had placed orders with us - order [redacted] and [redacted] Order [redacted] - our customer service team did respond to the customer regarding the items not receivedThey issued a RMA with a replacement order for the totes that were damaged in shippingA refund was issued for the totes as well as an email sent on 1/21/stating that there was a mix up in the description of the product and a refund was issued Order [redacted] - customer ordered of the totes and was advised that of the were damaged in transit as wellThe customer was again refunded for the pieces that were damagedWhen an product description is incorrect or out of stock, we refund the customer for that itemIf an item is damaged, we offer a replacement be sent out or a refund, whichever the customer prefersThank you

Hello, I just received an email stating that they would go ahead and refundthe remaining amountthanks ..need no further assistance

Hello, I would like to reopen my claim ,,these people are just giving me the run around about my refundthey keep telling me it'll be refunded and each day they tell me the same thing ..I sent their merchandise back to them in April and still I have no refund.I started a case with the # [redacted] and I responded by telling you to cancel it because they agreedto refund me, but now its the same thing over and over ,telling me to wait24-hours, I cannot communicate with the original company so I have to gothrough ***, who is promising they are doing all they can

Good Afternoon- I am writing in response to complaint ***At the time we were offering the table at a very discounted price due to a close out by the manufacturerThis item was out of inventory very quicklyAny orders that were taken after inventory was depleted was refunded accordingly
Because the item was a closeout we were not able to obtain additional quantities from the manufacturer to fulfill these additional ordersAgain, all orders were refunded that we were unable to fillIf there is anything else I can assist with, please feel free to contact me

Please feel free to review the full return policy listed online: [redacted]knowledge-base/home/what-is-your-return-policy.htmlAs stated on the website where the purchase was made orders cannot be changed or cancelled online. Contact us immediately after placing your...

order, and we will do everything we can to accommodate your request. Please note our automated process fills orders very quickly, so the time window for changes or cancellations is very short. If it is too late to cancel your order, you may return any unwanted items in accordance with our return policy. For items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping charges. Processing a return:To process a return we provide a simple online process within your online account, or feel free to contact customer service at ###-###-####.When returning items to us we issue a credit to the original form of payment used for the transaction in the amount of the purchase price of the product. For defective products or those that were shipped in error we will also refund related shipping charges. For items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping charges. Orders cannot be changed or cancelled online. Contact us immediately after placing your order, and we will do everything we can to accommodate your request. Please note our automated process fills orders very quickly, so the time window for changes or cancellations is very short. If it is too late to cancel your order, you may return any unwanted items in accordance with our return policy. For items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping charges. You must be 18 or older to purchase ammunition and other restricted items. For safety reasons, many of these items cannot be returned and may only be shipped via ground shipping to the 48 contiguous states. If purchasing ammunition, ensure you use the correct caliber and/or gauge in your firearm. Many states and/or municipalities have certain restrictions in place which may prevent shipment/ordering of various items. Check your local laws and regulations before ordering.Online or over the phone you can process a return at your convenience 24 hours/ 7 Days a week.

[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:  thank you so much.   That did the trick,  they...

refunded the money this morning
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: For the same reason I rejected it before. The vendor should have the date this order was placed. If they can produce a copy of a recorded call where I was told shipping was my responsibility then I would be willing to let this complaint go away. Can the vendor send me the recorded message?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business claims they have not received the return shipment as of 4/9/18. However [redacted] reports that a Tony B. signed for the item on March 27th, 2018. Per my personal policies and procedures listed in my laundry room, I reject your claim that you have not received the package and will now pursue the refund chargeback.As for the other items:1. Typo: It is not a typographical error to mislead a customer by showing a model number and a picture of an item that you do not have in your possession and then to ship a completely different item. You do have typographical errors on your site, like "Privay Policy"; this is not an example of those. This is not an example of saying it has 3 cycles when it only has 2. This is telling someone you will sell them a Tesla and delivering a truck. Just a typo.2. White Glove: You do not routinely offer White Glove service, that is completely true, and that is why I asked you to please authorize it in this return. It was available ([redacted]) and you could have done so. The 175 lb. washer was in the home of an elderly woman who could not possibly get it out in the yard. If the return had been because she didn't care for the shade of white, or that it didn't wash clothes well or something like that, I would not have asked you to do this. The sole reason for the return was because you misled me as your customer in the item you had in your possession to sell and shipped a different item. Since it was 100% Essential Hardware's fault, it was and is my belief that you should stand behind your supposed customer focus.This was simply a matter of my asking you to deviate from your stated policies and procedures to fix a mistake of your own doing by authorizing the white glove service OR now, to reimburse me for the cost of having to rent a hand truck from U-Haul and buy packing materials and arrange for labor. Obviously you chose not to do that. 3. Finally, you state in your response:"All we asked was for the unwanted item to be placed in the same location where it was delivered and packaged in the original packaging."I will not that you packaged the washer in shrink wrap. Shrink wrap is not designed to be reused. You might want to consider that in the future.
Regards,
[redacted]

The customer has been refunded in full, thank you!

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.

January 15th, 2018 - Customer placed their order  January 18th, 2018 - [redacted] - [redacted] - delivered the item via curbside January 22, 2018 - Customer notified us that the incorrect model was delivered. January 29, 2018 - Customer was provided with prepaid BOL for...

[redacted] carrier to pick the item back up from where it was delivered. As of today, March 28, 2018 the customer has yet to return the item. Customer demanded that we provide white glove pick-up service as well as arrange for the carrier to bring wrapping and packing material as he moved the item inside his home and disposed of all the original packaging. [redacted] carrier has attempted to pick the item back up from the customer but each time the customer stated to the carrier that item was unpackaged and in his house and that they needed to retrieve it from there and package it up. Per the return policy noted on the website where the customer placed their order items must be returned within 30 days in their original packaging in resellable condition. It is also noted that we strive to make every piece of information listed on our site as accurate as possible. Despite our efforts error may appear from time to time. In the event a product is listed with incorrect information due to typographical error or incorrect product information from the manufacturer your sole remedy is to return it in unused condition and in original packaging for a full refund. Customer contacted his credit card company so that he did not have to pay for the item. We replied to the credit card company with the above information and the credit card company sided with us.

I have spoken to both my customer service and escalation department, hold times was long on September 29, due to the fact that Mondays are usually a high call volume day and from returning customer calls from the weekend in addition we were especially backed up because we were closed on the...

previous Thursday and Friday 9/25 & 9/26, in observance of the Jewish holidays. We try very hard to answer our customers within a 24 hour business day time frame. I did look into the customer's order, it was placed on Monday, 9/29/14 and delivered on Friday, 10/3/14, via UPS tracking number [redacted]. Customer had paid for expedited shipping which is 3-5 business days, which his order was delivered within the time frame quoted. If there is anything else I can help you with please feel free to call me at ###-###-#### or email me at c[redacted]. Thank you

Good Afternoon- Customer had placed 2 orders with us - order [redacted] and [redacted]. Order [redacted] - our customer service team did respond to the customer regarding the items not received. They issued a RMA with a replacement order for the 2 totes that were damaged in shipping. A refund was...

issued for the totes as well as an email sent on 1/21/15 stating that there was a mix up in the description of the product and a refund was issued Order [redacted] - customer ordered 6 of the totes and was advised that 4 of the 6 were damaged in transit as well. The customer was again refunded for the 4 pieces that were damaged. When an product description is incorrect or out of stock, we refund the customer for that item. If an item is damaged, we offer a replacement be sent out or a refund, whichever the customer prefers. Thank you

Hello, I just received an email stating that they would go ahead and refundthe remaining amount. thanks ..need no further assistance.

I am writing in response to the attached email you sent regarding order [redacted] with us. This order was resent to the customer via  UPS tracking number [redacted] , [redacted],  and [redacted] . All 3 packages were delivered on 1/22/15. We have...

also refunded the customer $91.05 for the expedited shipping paid.   If there is anything else I can help you with please feel free to email me back or call me at [redacted].   Thank you- [redacted] Essential Hardware [redacted]@dukatusa.com

The customers order,[redacted] was placed by the customer through our website, [redacted] The return policy is clearly stated on the website -  [redacted]/knowledge-base/home/what-is-your-return-policy.html

Response: Hi- My apologies - the customer for this complaint was refunded for the products not received on 7/20/15. I can provide a copy of the refund that was issued. If there is anything else I can help you with, please feel free to let me know. Thank you

Response: I am writing in response to complaint [redacted]. I looked into order [redacted] placed by [redacted] I understand the customer called in to cancel his order, because the order was paid for with [redacted], the funds are taken from [redacted] as soon as the order is placed, and the customer call...

center does not have the ability to cancel orders paid with [redacted] because of this. When an order is placed using a credit card, the funds are in a pending status until the order is sent to the warehouse and the call center does have the ability to cancel those orders. The emails our customers received, such as order confirmation, preparing for shipment and tracking information is automated from our system. The order was sent down to the warehouse along with all the other orders received so that when the warehouse came in they could start picking, packing and shipping the abundance of orders received, especially on a holiday weekend. I do understand the customer's frustration on the quick turnaround but it is because of the quick turnaround that customer's are happy they receive their order so quickly from us.The customer was advised to refuse the shipment when delivery attempt was made by [redacted] and they did do so. The customer was issued a refund back to their [redacted] account.

[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.
Regards,
[redacted]

Our sincere apologies!We have refunded the customer in full for the damaged item. There is no need to return the damaged heater.