Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [It is pretty simple hey should send me a return shipping label and credit it back to my cardThat is the way everybody else conducts their buisness.Why should I pay for them to ship the wrong part, when I told them exactly what I needed?] Regards, [redacted]
[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]
I ordered items from this company, got my card charged for the items, and then never received the items or got notified of any kind of back order After waiting on hold a couple times and never getting answered, and no option to leave a message, I realized that I was in trouble I finally got a hold of someone today, who, after I gave the item number, looked in the back and said "It looks like your order came in now" If I never would have gotten my phone call picked up, I have a feeling the order would have been left unprocessed Anyway, she claimed that an email was sent out (no phone call made) about weeks ago notifying me of the backordered item I never saw the email in my inbox/spam folder In realizing the unprofessional manner that my transaction was handled, the employee never apologized It is saddens me how our Country today no longer has the same integrity that it used to have This company was a disappointment
The schematic that I ordered from had the choice of "wheel" or "wheel assembly", even the woman I spoke with on the phone acknowledged that this was confusingAs I needed the wheel and not the assembly, I ordered the wheelThey are insisting that I chose incorrectly but the site shows it incorrectlyI am not responsible for their inability to correctly identify parts and have a correct description of that partTheir website is deceptive and they need to reimburse my costs for their error
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Date Sent: 4/13/2015 12:00:00 AM
text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; margin: 0px; padding: 0px; font-size: 10pt; word-wrap: break-word; background-color: rgb(255, 255, 255);">Thank
you for your letter regarding complaint [redacted]. Please accept the
attached documents as well as the description below as a rebuttal.
Mr.
[redacted] purchased a Primer Base Assembly online on 3/15/15. Please
note that Mr. [redacted] selected and purchased this particular part
completely independently without the assistance of a sales
representative. This is indicated by the fact that his personal email
is shown on the online order invoice. If anyone on our sales team had
assisted him with this order, then an equipmentgarage.com email address
would be displayed. This can be further demonstrated by the date of the
sale, 315/15, as our stores and call center are closed on Sundays.
After
Mr. [redacted] placed his order online, he emailed the store stating what
part he needed, saying that he had already ordered it. Sales rep
[redacted] noticed that the part he mentioned (a bulb) he needed was not the
part (primer base assembly) that he ordered, so she emailed him back to
ask if he wanted to add the new part to his existing order. When he
specified further, [redacted] let him know the bulb he wants is no longer
available. She even offered manufacturer contact information so that he
could get more information if he was so inclined.
When
Mr. [redacted] was told that the part he wanted was no longer available,
he responded "Just send the one I ordered then please." Our store can
not be held responsible for the customer who selected the incorrect
part, and then requested that the wrong part be sent anyway.
Once
he received his order he emailed again saying that he got the wrong
part, which is not surprising because he specifically selected the wrong
part and then asked for the wrong part to be shipped anyway since the
part he wanted is unavailable.
Please let me if there's any other information or documentation that you would need.
[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,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[It is pretty simple hey should send me a return shipping label and credit it back to my card. That is the way everybody else conducts their buisness.Why should I pay for them to ship the wrong part, when I told them exactly what I needed?]
Regards,
[redacted]
1; word-spacing: 0px; -webkit-text-stroke-width: 0px; display: inline !important; float: none; background-color: rgb(255, 255, 255);">Ms. [redacted] ordered part #7035727YP online of her own accord. The schematic she is referring to does, in fact, show more than one wheel and she unfortunately guessed the wrong part. Had she contacted customer service before she ordered, instead of after the fact, then we could have helped her select the correct part. We can not be held financially responsible for shipping and restocking costs when the customer mistakenly ordered the wrong part. Customer service encouraged her to send the part back and order the correct part, however the customer did not want to take responsibility for the shipping costs and restocking fee as is clearly stated in the terms and conditions that she acknowledged when she placed her order.
[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,
It is clear by the email conversation that you were told that the part you wanted was unavailable, and then you requested the other part anyway. We can not be held responsible when you were fully informed of this, and we simply followed your request to have the incorrect part sent to you. We would, however, be willing to waive the restocking fee and refund you for the price of the part you ordered if you would ship the merchandise back to us. Please address the package as follows:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [It is pretty simple hey should send me a return shipping label and credit it back to my cardThat is the way everybody else conducts their buisness.Why should I pay for them to ship the wrong part, when I told them exactly what I needed?] Regards, [redacted]
[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]
We are refunding you in full as we offered before Please don't bother sending the part back Thank you
Worst company that I've ever dealt with
I ordered items from this company, got my card charged for the items, and then never received the items or got notified of any kind of back order After waiting on hold a couple times and never getting answered, and no option to leave a message, I realized that I was in trouble I finally got a hold of someone today, who, after I gave the item number, looked in the back and said "It looks like your order came in now" If I never would have gotten my phone call picked up, I have a feeling the order would have been left unprocessed Anyway, she claimed that an email was sent out (no phone call made) about weeks ago notifying me of the backordered item I never saw the email in my inbox/spam folder In realizing the unprofessional manner that my transaction was handled, the employee never apologized It is saddens me how our Country today no longer has the same integrity that it used to have This company was a disappointment
The schematic that I ordered from had the choice of "wheel" or "wheel assembly", even the woman I spoke with on the phone acknowledged that this was confusingAs I needed the wheel and not the assembly, I ordered the wheelThey are insisting that I chose incorrectly but the site shows it incorrectlyI am not responsible for their inability to correctly identify parts and have a correct description of that partTheir website is deceptive and they need to reimburse my costs for their error
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Date Sent: 4/13/2015 12:00:00 AM
text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; margin: 0px; padding: 0px; font-size: 10pt; word-wrap: break-word; background-color: rgb(255, 255, 255);">Thank
you for your letter regarding complaint [redacted]. Please accept the
attached documents as well as the description below as a rebuttal.
Mr.
[redacted] purchased a Primer Base Assembly online on 3/15/15. Please
note that Mr. [redacted] selected and purchased this particular part
completely independently without the assistance of a sales
representative. This is indicated by the fact that his personal email
is shown on the online order invoice. If anyone on our sales team had
assisted him with this order, then an equipmentgarage.com email address
would be displayed. This can be further demonstrated by the date of the
sale, 315/15, as our stores and call center are closed on Sundays.
After
Mr. [redacted] placed his order online, he emailed the store stating what
part he needed, saying that he had already ordered it. Sales rep
[redacted] noticed that the part he mentioned (a bulb) he needed was not the
part (primer base assembly) that he ordered, so she emailed him back to
ask if he wanted to add the new part to his existing order. When he
specified further, [redacted] let him know the bulb he wants is no longer
available. She even offered manufacturer contact information so that he
could get more information if he was so inclined.
When
Mr. [redacted] was told that the part he wanted was no longer available,
he responded "Just send the one I ordered then please." Our store can
not be held responsible for the customer who selected the incorrect
part, and then requested that the wrong part be sent anyway.
Once
he received his order he emailed again saying that he got the wrong
part, which is not surprising because he specifically selected the wrong
part and then asked for the wrong part to be shipped anyway since the
part he wanted is unavailable.
Please let me if there's any other information or documentation that you would need.
Thank you,
[redacted]
Operations Specialist
[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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[It is pretty simple hey should send me a return shipping label and credit it back to my card. That is the way everybody else conducts their buisness.Why should I pay for them to ship the wrong part, when I told them exactly what I needed?]
Regards,
[redacted]
1; word-spacing: 0px; -webkit-text-stroke-width: 0px; display: inline !important; float: none; background-color: rgb(255, 255, 255);">Ms. [redacted] ordered part #7035727YP online of her own accord. The schematic she is referring to does, in fact, show more than one wheel and she unfortunately guessed the wrong part. Had she contacted customer service before she ordered, instead of after the fact, then we could have helped her select the correct part. We can not be held financially responsible for shipping and restocking costs when the customer mistakenly ordered the wrong part. Customer service encouraged her to send the part back and order the correct part, however the customer did not want to take responsibility for the shipping costs and restocking fee as is clearly stated in the terms and conditions that she acknowledged when she placed her order.
[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]
We are refunding you in full as we offered before. Please don't bother sending the part back.
Thank you.
It is clear by the email conversation that you were told that the part you wanted was unavailable, and then you requested the other part anyway. We can not be held responsible when you were fully informed of this, and we simply followed your request to have the incorrect part sent to you. We would, however, be willing to waive the restocking fee and refund you for the price of the part you ordered if you would ship the merchandise back to us. Please address the package as follows:
Equipment Garage
Attn: Return- [redacted]
Thank you.