ErgoDirect.com

Initial Business Response / [redacted] (1000, 5, 2016/02/10) */ Customer placed an order for a chair, There was issue with cylinder and base, which the manufacture took care of replacing it at no additional cost to the customerCustomer was not charged for any extra amountThe only charge was for original chairCustomer requested not to be contacted by phone and only be contacted by email, last we knew, the parts were received and there was no further complaint, we offered to credit him the shipping charge as courtesy and we did not receive any response backBut now I received a complaint that we were not aware that issue still existHe mentioned he would like exchange the wrong one for the right one, which is not clearWe have sent him the correct parts and he did not get back to us with any concernWe were still trying to contact him how we may resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They had sent me bases was a plastic I ordered a polished chrome one, when they sent me the polished chrome one, it was the same exact one I had on the chair they sent I have all emails where I responded every time they sent out parts that I received can forward them as well, same issue with the cylinder I ordered a chrome they sent a plastic black, the last email I got was stated he was sorry they sent wrong chair from factory, the chair I received from them is a chair they sell at half the cost of the customized chair I ordered, I was told not to contact them if they tried to contact me which is what I did on last email Final Business Response / [redacted] (4000, 10, 2016/02/16) */ We have called and emailed customer on 2-15, here is a copy of what we had emailed " I am not sure if you got my email or voicemail but I wanted to make sure if you got everything correct We got an email saying you thought you weren't allowed to contact us if we contacted you and I assure you that you can contact us at anytime, I tried to reach you on phone a few times but did not hear back Please let me know what we can do, I understand Officemaster had sent the wrong parts a few times but I was told they finally sent the correct part this last timeIf not let me know and we will send whatever we need so that you are happy with your chair We are waiting for customer to contact us

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Customer was suppose pick up order form our Illinois distributor ( Synnex warehouse) [redacted] wanted distributor to fill out paperworksFor any pickup order warehouse does not fill out any paperwork unless they are shipping directly from their account to the customer We tried to accommodate the customer, so we asked them to fill out the bill of lading to ship to the customer to [redacted] Synnex the distributor shipped the product to us in California by mistake through YRC Freight Company, we refused the boxes Right away we talked to our sales rep at the time,that the customer needs to be credited for warehouse mistake that they shipped it to us, and he said please ask [redacted] to forward the bill indicating the charge from Illinois to California On 12-15- [redacted] from our company emailed [redacted] to send the bill for shipment from Illinois to California , so they can get reimbursed and she responded is waiting for documents On the 12-18- [redacted] followed up with email with [redacted] that they need the document ASAP We did not hear anything for months until X-XX-XXXX When [redacted] emailed and she was asking for the refund for $for the freight They send the bill for $,it did not indicate if it was the charge from Illinois to CaliforniaSynnex needed the exact bill for shipment, showing the charge from Illinois to CaliforniaThey were surprised why they did not send the bill sooner [redacted] wanted a respond right away and [redacted] explained that this is months old, they have to investigate, since the people that were working at the time, they are not there anymore and also our rep was no longer with the company, it will take time Synnex investigation went for few months and we keep asking about status and they said it is still under investigationOne of the reasons is it was taken so long and the bill does not indicate the charge is from Illinois to California and that is what Synnex needsIf they have charged twice, they should have separate bills and receipt for each locationWe have told [redacted] that they need the exact bill saying and showing the charge was from Illinois to California, and still we did not get that After one and half in 11-5- [redacted] provided a bill from a different freight companyWe forwarded the information to them and they said they will work on itWe have been following up with them, but since it took months for us to get the bill from [redacted] with no communication till then, we told them it takes timeWe keep asking them for update through this time They just responded to us that the refund of $was approvedA wire transfer for amount of $has been deposited to their original bank account that they have provided when the tax portion was refunded I have attached a copy of the revised invoice showing the refund of $which was issued XX-X-XX through wire transfer If customer need our response, you may provide that to them Please let me know if you have any questionsI have all emails on this case if you need Thank you

Initial Business Response /* (1000, 5, 2016/02/10) */
Customer placed an order for a chair, There was issue with cylinder and base, which the manufacture took care of replacing it at no additional cost to the customer. Customer was not charged for any extra amount. The only charge was for original...

chair. Customer requested not to be contacted by phone and only be contacted by email, last we knew, the parts were received and there was no further complaint, we offered to credit him the shipping charge as courtesy and we did not receive any response back. But now I received a complaint that we were not aware that issue still exist. He mentioned he would like exchange the wrong one for the right one, which is not clear. We have sent him the correct parts and he did not get back to us with any concern. We were still trying to contact him how we may resolve this issue.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They had sent me 2 bases 1 was a plastic I ordered a polished chrome one, when they sent me the polished chrome one, it was the same exact one I had on the chair they sent I have all emails where I responded every time they sent out parts that I received can forward them as well, same issue with the cylinder I ordered a chrome they sent a plastic black, the last email I got was stated he was sorry they sent wrong chair from factory, the chair I received from them is a chair they sell at half the cost of the customized chair I ordered, I was told not to contact them if they tried to contact me which is what I did on last email...
Final Business Response /* (4000, 10, 2016/02/16) */
We have called and emailed customer on 2-15, here is a copy of what we had emailed.
" I am not sure if you got my email or voicemail but I wanted to make sure if you got everything correct.
We got an email saying you thought you weren't allowed to contact us if we contacted you and I assure you that you can contact us at anytime, I tried to reach you on phone a few times but did not hear back.
Please let me know what we can do, I understand Officemaster had sent the wrong parts a few times but I was told they finally sent the correct part this last time. If not let me know and we will send whatever we need so that you are happy with your chair
We are waiting for customer to contact us.

Initial Business Response /* (1000, 5, 2015/12/08) */
Customer was suppose pick up order form our Illinois distributor ( Synnex warehouse). [redacted] wanted distributor to fill out paperworks. For any pickup order warehouse does not fill out any paperwork unless they are shipping directly from...

their account to the customer.
We tried to accommodate the customer, so we asked them to fill out the bill of lading to ship to the customer to [redacted]. Synnex the distributor shipped the product to us in California by mistake through YRC Freight Company, we refused the boxes.
Right away we talked to our sales rep at the time,that the customer needs to be credited for warehouse mistake that they shipped it to us, and he said please ask [redacted] to forward the bill indicating the charge from Illinois to California.
On 12-15-2014 [redacted] from our company emailed [redacted] to send the bill for shipment from Illinois to California , so they can get reimbursed and she responded is waiting for documents.
On the 12-18-2014 [redacted] followed up with email with [redacted] that they need the document ASAP.
We did not hear anything for 7 months until X-XX-XXXX When [redacted] emailed and she was asking for the refund for $693.00 for the freight.
They send the bill for $693 ,it did not indicate if it was the charge from Illinois to California. Synnex needed the exact bill for shipment, showing the charge from Illinois to California. They were surprised why they did not send the bill sooner.
[redacted] wanted a respond right away and [redacted] explained that this is 7 months old, they have to investigate, since the people that were working at the time, they are not there anymore and also our rep was no longer with the company, it will take time.
Synnex investigation went for few months and we keep asking about status and they said it is still under investigation. One of the reasons is it was taken so long and the bill does not indicate the charge is from Illinois to California and that is what Synnex needs. If they have charged twice, they should have 2 separate bills and receipt for each location. We have told [redacted] that they need the exact bill saying and showing the charge was from Illinois to California, and still we did not get that.
After one and half in 11-5-2015 [redacted] provided a bill from a different freight company. We forwarded the information to them and they said they will work on it. We have been following up with them, but since it took 7 months for us to get the bill from [redacted] with no communication till then, we told them it takes time. We keep asking them for update through this time.
They just responded to us that the refund of $693 was approved. A wire transfer for amount of $693 has been deposited to their original bank account that they have provided when the tax portion was refunded.
I have attached a copy of the revised invoice showing the refund of $693 which was issued XX-X-XX through wire transfer.
If customer need our response, you may provide that to them.
Please let me know if you have any questions. I have all emails on this case if you need.
Thank you