Initial Business Response / [redacted] (1000, 8, 2015/09/21) */ We acknowledge that the customer did not receive her products in top condition It is our company policy that we guarantee the plants for days upon delivery, and there are two methods to go about it: The customer may send in photos and choose to receive a one-time replacement We advise with rejuvenation tips on how to keep the first plant in good condition, so that when they do get the replacement it will undergo the same care The customer will undergo a two week observation period and notify us whether to send out the replacement This is clearly indicated to the customer, however she chose to return the product days after receiving it The second method would be to send out the replacement tree immediately, or provide alternative plants that would be more suitable for the season & environment it is go to The Japanese Red Maple which was originally purchased did not satisfy her requirement of having red foliage year-round (as detailed on the website this maple produces red leaves during the cooler months and green leaves during the warmer months.) Being this is the beginning of August, we are in the warmer weather and the maple currently produces green leaves We advised on some alternative plants that may more tolerant of seasonal weather change, but again she refused to choose the replacement and decided to return the plants We provided instructions on how to process the return and waited for her response Rather than returning it, she filed a chargeback with her credit card company disputing the charge, thus turning over the responsibility to them Once the dispute with the credit card company was filed, we knew the customer did not want to continue working out the replacement with us After another attempt to offer a replacement or substitution, the customer decided to send in photos, however still wanted to return the products, requesting a return label from us As per our policy, the customer is responsible for return shipping of products for a refund Once a chargeback is in place, we are not issuing replacements until the case is closed We tried to communicate with the customer that a replacement may be the ideal way to handle the situation, but she believed that returning the products would satisfy her needs The customer attempted to ship the return package through USPS using COD, but we do not accept returns in that manner Our lines of communication have remained open however she did not find our customer support adequate
The customer contacted us upon receipt of the shipment; unfortunately, despite our packaging a few items out of the entirety of the order were damaged in the transit processWe advised the customer of her options regarding refund, returns and or replacements. We explained if she wanted a refund she would have to return all undamaged items (not including the damaged) to get a full refund in the amount of the products purchase price per our policyIf she wanted a partial credit we would issue her credit in the amount of the damaged products purchase priceOr if she wanted a replacement we could resend the damaged items Customer opted to get a replacement; replacements were authorized and shipped same dayPer our policy all replacements are shipped via ground If expedited shipping is requested we can offer it at a discounted rate; deducting original shipping fees from the expedited feesUpon receipt of the replacement order, one of the items was missingWe investigated the issue, we apologized for the missing itemUnfortunately, when the replacement order was delivered we did not have any more replacement pots in that size availablePer our policy in the event a replacement is not available; store credit will be issued in the amount of the purchase priceDue to the circumstances, we issued a refund in the amount of the purchase price of the bonsai tree back to the original form of payment. We offered suggestions regarding a possible pot size if the customer opted to keep the bonsai she received a full refund for *Some of our product may have substitutions depending on availability; this is specified/ notated in the product description(s)
I am rejecting this response because: the refund policy is unreasonable for the type of product being sold It would be impossible to determine in the short day period allowed, whether or not the "tree" was healthy, or even alive when it was received Even cut flowers will last several weeks in water! It is certainly obvious that if the tree was defective or had been "killed" in shipment, it would not show evidence within the limited period of time that this company permits for claims to be made Accordingly, I renew my request for a refund for the sale of defective merchandise.Moreover, if we are to assume that, as the company claims, the tree was not properly cared for, this is attributable to their poor, unclear limited instructions on the care of the treeWith respect to the their attitude, I know that the Revdex.com cannot advise as to "good business sense", but their lack of interest in pleasing a possible long time customer shows this.Thank you very much[redacted]
Initial Business Response / [redacted] (1000, 8, 2015/09/21) */ We acknowledge that the customer did not receive her products in top condition It is our company policy that we guarantee the plants for days upon delivery, and there are two methods to go about it: The customer may send in photos and choose to receive a one-time replacement We advise with rejuvenation tips on how to keep the first plant in good condition, so that when they do get the replacement it will undergo the same care The customer will undergo a two week observation period and notify us whether to send out the replacement This is clearly indicated to the customer, however she chose to return the product days after receiving it The second method would be to send out the replacement tree immediately, or provide alternative plants that would be more suitable for the season & environment it is go to The Japanese Red Maple which was originally purchased did not satisfy her requirement of having red foliage year-round (as detailed on the website this maple produces red leaves during the cooler months and green leaves during the warmer months.) Being this is the beginning of August, we are in the warmer weather and the maple currently produces green leaves We advised on some alternative plants that may more tolerant of seasonal weather change, but again she refused to choose the replacement and decided to return the plants We provided instructions on how to process the return and waited for her response Rather than returning it, she filed a chargeback with her credit card company disputing the charge, thus turning over the responsibility to them Once the dispute with the credit card company was filed, we knew the customer did not want to continue working out the replacement with us After another attempt to offer a replacement or substitution, the customer decided to send in photos, however still wanted to return the products, requesting a return label from us As per our policy, the customer is responsible for return shipping of products for a refund Once a chargeback is in place, we are not issuing replacements until the case is closed We tried to communicate with the customer that a replacement may be the ideal way to handle the situation, but she believed that returning the products would satisfy her needs The customer attempted to ship the return package through USPS using COD, but we do not accept returns in that manner Our lines of communication have remained open however she did not find our customer support adequate
The customer contacted us upon receipt of the shipment; unfortunately, despite our packaging a few items out of the entirety of the order were damaged in the transit processWe advised the customer of her options regarding refund, returns and or replacements. We explained if she wanted a refund she would have to return all undamaged items (not including the damaged) to get a full refund in the amount of the products purchase price per our policyIf she wanted a partial credit we would issue her credit in the amount of the damaged products purchase priceOr if she wanted a replacement we could resend the damaged items Customer opted to get a replacement; replacements were authorized and shipped same dayPer our policy all replacements are shipped via ground If expedited shipping is requested we can offer it at a discounted rate; deducting original shipping fees from the expedited feesUpon receipt of the replacement order, one of the items was missingWe investigated the issue, we apologized for the missing itemUnfortunately, when the replacement order was delivered we did not have any more replacement pots in that size availablePer our policy in the event a replacement is not available; store credit will be issued in the amount of the purchase priceDue to the circumstances, we issued a refund in the amount of the purchase price of the bonsai tree back to the original form of payment. We offered suggestions regarding a possible pot size if the customer opted to keep the bonsai she received a full refund for *Some of our product may have substitutions depending on availability; this is specified/ notated in the product description(s)
I am rejecting this response because: the refund policy is unreasonable for the type of product being sold It would be impossible to determine in the short day period allowed, whether or not the "tree" was healthy, or even alive when it was received Even cut flowers will last several weeks in water! It is certainly obvious that if the tree was defective or had been "killed" in shipment, it would not show evidence within the limited period of time that this company permits for claims to be made Accordingly, I renew my request for a refund for the sale of defective merchandise.Moreover, if we are to assume that, as the company claims, the tree was not properly cared for, this is attributable to their poor, unclear limited instructions on the care of the treeWith respect to the their attitude, I know that the Revdex.com cannot advise as to "good business sense", but their lack of interest in pleasing a possible long time customer shows this.Thank you very much[redacted]