Easthill Group, Incorporated

Eastwood does not advertise products as available when they are notA recent systems change has impacted some of our orders causing unavoidable delaysWe have remained committed throughout in communicating this to our customers across many channels including email, social media and phone calls Our customer solutions agents provided information to this customer that is relied upon and generated from our systemWe have no control over product replenishment dates which can change depending on our suppliersIt is unfortunate that this customer was affected by our systems changeWe gave free shipping for this purchase originally so there is no P&H to returnThe product in question, ***, has been processedThe customer can log into their online dashboard and confirm that the price charged for that item was $I will refund the full product total charged for the undercoating gun of $as courtesy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because:They still, from day one! Have a pending charge of the original total being held on my cardI'm actually amazed that they have kept a pending charge active for this longIf they want to not send the product that they never even had, but charged me for, there's nothing I can doBut I want this pending charge removedIf it is not removed quickly I will pursue legal action Regards, [redacted] ?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because I did not make these charges [redacted] now states the $is a valid charge based on the information availableThe invoice provided to me by [redacted] and attached, does NOT include my name or address Invoice number: [redacted] Invoice date: 2/17/2017Sales order: [redacted] Our reference : Deborah D [redacted] Invoice account [redacted] Customer: [redacted] [redacted] Ave Piscataway Township, NJ 08854Delivery address: [redacted] Ave Elizabeth, NJ 07202- Regards, [redacted]

I do not dispute the contact however I do not have a record of the contact under the phone number or email address providedSince I cannot adhere to the desired resolution, I am canceling the remainder of the order that we are not in receipt of funds for and issuing a courtesy credit for the products the customer is in receipt of and has paid for

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:They still, from day one! Have a pending charge of the original total being held on my card. I'm actually amazed that they have kept a pending charge active for this long. If they want to not send the product that they never even had, but charged me for, there's nothing I can do. But I want this pending charge removed. If it is not removed quickly I will pursue legal action. Regards, [redacted]

We have attempted to help Ms [redacted] in every way we can We are not operating outside PCI compliance I spoke with an individual alleging to be Ms [redacted] on April 19th (not Mar 19th as indicated) and explained to her at that time that we will be happy to comply with information requests from her banking institution when they request it in writing through the appropriate channelsFurthermore, the individual I spoke with was beligerent, calling Eastwood (and me personally) thieves We are very sorry that her credit card was compromised and that both she and Eastwood have been vicitimized To reiterate, when a request is received from the banking institution that provided the above credit card is received through the appropriate channels, we will provide any information we may have on the transactions in question

We have no records or call recordings for phone number ###-###-#### on 09/23/2016, 08/28/We do not take calls on Sundays as our main offices are closedNo calls were taken on Sunday 09/25/I found no emails for [redacted] @***.comThere is authorization for $and charge of $for products shipped and shipping chargesThis is a debit card with nothing unusual about this transactionBanks require authorizations for debit cardsTracking for items shipped [redacted] (Delivered 09/27/2016)item remains on back-order and has an estimated arrival and processing time of 1-weeks to our facilities then a further 4-business days for customer receipt once shippedCustomer will receive an email complete with a tracking link to [redacted] when the back-ordered item shipsThere is nothing unusual with this process, we consider this business activity, I am sorry he is unhappy

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me Any way, it is very surprising that they don't know nothing about my complaint, so I wrote to and received emails from ABBY K***, since DecI guess they need to have more communication between themThe last response I received from Abby K*** (dec22) said:"Hello ***,*** is showing the order was delivered to *** *** ***, San Ysirdo, CA 92173. It was signed for by a D***. I’ve attached a copy of the *** page. What address was this order originally supposed to ship to? I don’t see *** *** St, San Diego, CA 92154 associated with the order."ABBY K***Customer Solutions
Regards,
*** ***

We have no records or call recordings for phone number ###-###-#### on 09/23/2016, 08/28/We do not take calls on Sundays as our main offices are closedNo calls were taken on Sunday 09/25/I found no emails for ***@***.comThere is authorization for $and charge of
$for products shipped and shipping chargesThis is a debit card with nothing unusual about this transactionBanks require authorizations for debit cardsTracking for items shipped *** (Delivered 09/27/2016)item remains on back-order and has an estimated arrival and processing time of 1-weeks to our facilities then a further 4-business days for customer receipt once shippedCustomer will receive an email complete with a tracking link to *** when the back-ordered item shipsThere is nothing unusual with this process, we consider this business activity, I am sorry he is unhappy.

The customer has been fully refunded as he requested

I do not dispute the contact however I do not have a record of the contact under the phone number or email address providedSince I cannot adhere to the desired resolution, I am canceling the remainder of the order that we are not in receipt of funds for and issuing a courtesy credit for the products the customer is in receipt of and has paid for.

We have resolved the issue with *** *** After a thorough investigation of our records, we could find no requests for a replacement of this product *** apologizes for the miscommunication and any frustration caused to *** *** With his permission, we have refunded the
original purchase price of his product Since this product has been discontinued, we offered *** *** a higher quality similar replacement product at our cost, which he accepted.*** *** is very satisfied with the resolution and we are happy to accommodate him

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:They still, from day one! Have a pending charge of the original total being held on my cardI'm actually amazed that they have kept a pending charge active for this longIf they want to not send the product that they never even had, but charged me for, there's nothing I can doBut I want this pending charge removedIf it is not removed quickly I will pursue legal action
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me Any way, it is very surprising that they don't know nothing about my complaint, so I wrote to and received emails from ABBY K***, since DecI guess they need to have more communication between themThe last response I received from Abby K*** (dec22) said:"Hello ***,*** is showing the order was delivered to *** *** ***, San Ysirdo, CA 92173. It was signed for by a D***. I’ve attached a copy of the *** page. What address was this order originally supposed to ship to? I don’t see *** *** St, San Diego, CA 92154 associated with the order."ABBY K***Customer Solutions
Regards,
*** ***

Eastwood does not advertise products as available when they are notA recent systems change has impacted some of our orders causing unavoidable delaysWe have remained committed throughout in communicating this to our customers across many channels including email, social media and phone calls
Our customer solutions agents provided information to this customer that is relied upon and generated from our systemWe have no control over product replenishment dates which can change depending on our suppliersIt is unfortunate that this customer was affected by our systems changeWe gave free shipping for this purchase originally so there is no P&H to returnThe product in question, ***, has been processedThe customer can log into their online dashboard and confirm that the price charged for that item was $I will refund the full product total charged for the undercoating gun of $as courtesy

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer's address did not update into our new system correctly when the order was placed As a result, the order was shipped to an incorrect address Until now, we have heard nothing from the customer about the order not being delivered However, we have updated the address and
are sending out the replacement today via *** Day Air It should be delivered to customer on Friday, Dec30th The new order number is *** and the *** tracking number is ***. We certainly apologize for any inconvenience this may have caused

Eastwood does not advertise products as available when they are notA recent systems change has impacted some of our orders causing unavoidable delaysWe have remained committed throughout in communicating this to our customers across many channels including email, social media and phone calls
Our customer solutions agents provided information to this customer that is relied upon and generated from our systemWe have no control over product replenishment dates which can change depending on our suppliersIt is unfortunate that this customer was affected by our systems changeWe gave free shipping for this purchase originally so there is no P&H to returnThe product in question, ***, has been processedThe customer can log into their online dashboard and confirm that the price charged for that item was $I will refund the full product total charged for the undercoating gun of $as courtesy

[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 ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***