Everykey, Inc.

Hello.As included in the complaint, our agent responded to the customer and provided the desired informationWe have since reached out to the customer once more, to share that the product will be delivered shortly, as the desired settlement from the customer would be to receive the product or be
refundedWe will act upon what the customer responds to our latest message, as we shared that we expect to be able to deliver the customer's unit by the end of NovemberPlease see the attached message to the customer

Hello,We have reached out to the customer regarding their complaint and have shared that the refund is being processed from our endAttached is our communication with the customer along with a receipt showing the refund process taking place.?

Edwin informed me that you had called yesterday and I wanted to address the letter we received from the Revdex.com regarding complaint ID ***.? The letter is dated March 8th, and I apologize that this response is coming lateWe did not receive the letter until March 20th, 2017.? In response to the customer who has not yet received their productOur current product is on back-order and we offer each customer an estimated shipping date prior to checkoutThese dates are estimates because we are still currently fulfilling orders placed to us through crowdfunding campaigns and as a new technology and product, fulfillment comes with many unexpected delaysWhen customers contact us we respond very promptly and we offer full refunds for anyone who does not wish to wait..? In our legal section found in our website (https://everykey.com/legal/), we state that "If your order has not yet been shipped and you would like a refund, please contact? [email protected]? with your receipt number along with the last four digits of the credit card number you used to place the order." The resolution we would like to offer is simply to give this customer a refund and when we are off back-order, he can order again.? Thanks for taking the time to read thisI hope we can resolve this so that everyone is happy.? Regards,Darren T***Director of OperationsEverykey IncFord DriveCleveland OH 44106+(855) 666-x

We are dealing with an extremely large influx of inquiries, and this is the reason we send the initial email notifying the customer of this situation, and that we will get back to them as soon as possibleWe do provide instructions to customer for Everykey, and by the customer's own admission, received the link to view them onlineAs Everykey is a product that unlocks your devices and manages your passwords for your online life, and the fact that our product is evolving with more features, we actively update instructions for Everykey customers to view at https://everykey.com/setup? We have provided the customer with both technical support and instructions on how to return their product (please see attachment)In addition our legal section of our website informs those that want to return the product of the protocolWhen other customers have opted to return the product, their return goes through a quality assurance process, and then a refund is issued, that can take up to days to process as other parties are involved in the process: https://everykey.com/legal#returnWe have been refunding customers' returns within this timeframeIf the customer does not return the product, they will not be issued a refund.? ?

Hello,In response to the customer's claims, we have responded to the customer's emails in a timely manner, in fact we did so on the same day that customer also reached out, March 13thThe customer filed this complaint before even emailing our support for assistance, which is not fair to our
companyIn addition, we provided the customer with detailed instructions on how to setup and use our product, proven by the following excerpt from our emails we have sent."We apologize if this is not clear but the following setup page does provide instructions on setup https://everykey.com/setupAfter setting up your Everykey with your devices and getting the Everykey browser extension for the browser that you use on your desktop, when you navigate to a website and login by typing your password, you will be prompted with a Window asking if you would like Everykey to remember the passwordIf you say yes, the next time you navigate to that website, a window will pop up asking if you would like Everykey to sign you into this accountIf you select the account you want Everykey to sign you into, it will automatically input your credentials and sign you in.If you would like Everykey to generate a password for an online account, you can create a new account and you will be prompted by a window asking if you would like Everykey to generate a password for this accountThis is the same experience if you are resetting a password for an account and want Everykey to generate the password."In addition, when the customer shared that they were still displeased with our product, we provided them with instructions on how to return the product for a refundAn excerpt from the email attachment demonstrating this can be seen in the following text:"To be eligible for a return, your item must be unused and in the same condition in which you received itIf you have used your Everykey, please? factory reset your? Everykey before returning itYou can factory reset your key by holding down the button until both the red and blue lights are on at the same timeOnce both lights are on, press the button twice.? It must also be in the original packagingYou are responsible for shipping and handling costs involved with returning items to Everykey.To submit a return request, please provide us with a list? of the items you are returning along with your receipt number and the last four digits of the credit card number you used to place the order.? We will then provide you with your RMA number (Return Merchandise Authorization number) and further instructions on how to return your order."We have provided the customer with the necessary information on how to return their product and receive a refundThank you.? ?

Hello,We have contacted the customer and informed them that we will be able to ship their item by the end of December. They confirmed that they found this resolution acceptable, so we consider this complaint addressed and solved. Please see the attached correspondence supporting our claim.

[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,
Jose R[redacted]

We are dealing with an extremely large influx of inquiries, and this is the reason we send the initial email notifying the customer of this situation, and that we will get back to them as soon as possible. We do provide instructions to customer for Everykey, and by the customer's own admission, received the link to view them online. As Everykey is a product that unlocks your devices and manages your passwords for your online life, and the fact that our product is evolving with more features, we actively update instructions for Everykey customers to view at https://everykey.com/setup  We have provided the customer with both technical support and instructions on how to return their product (please see attachment). In addition our legal section of our website informs those that want to return the product of the protocol. When other customers have opted to return the product, their return goes through a quality assurance process, and then a refund is issued, that can take up to 30 days to process as other parties are involved in the process: https://everykey.com/legal#return. We have been refunding customers' returns within this timeframe. If the customer does not return the product, they will not be issued a refund.

[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]

[redacted]Thanks for speak[redacted] with me today!  One of our directors, Darren T[redacted], will be reply[redacted] to the complaint dated 3/6/2017 which we received 3/20/2017.  He'll be email[redacted] you the reply!Best,Edwin Z[redacted]Everykey Customer SupportEverykey Inc.1988 Ford DriveCleveland OH 44106+1 (855)...

666-5006 x32

Hello,To address the customer's concerns, each and every time the customer has reached out to our customer support, we have addressed the inquiry in a timely fashion. We initially provided a status update with an estimated shipping time frame. Recently the customer asked for a refund, and our agent...

collected the information from the customer needed to process the refund and also shared that refunds can take up to 30 days to process. The Customer asked for a refund 14 days ago (9/22/2017) and our agent shared that it can take up to 30 to process the refund because we have other parties involved. We are still within the 30 day period of processing the refund, and the customer is aware of this. The customer should be receiving their refund any day now. We have shared this information with the customer, and we believe the issue to be resolved. Please see the attachments. Best,Daniel T[redacted]Everykey Inc.

Hello,We have processed the customers' refunds for the orders that were placed. Attached are the refund confirmations. If the customer has not already received refunds for the orders, they should be soon.

Edwin informed me that you had called yesterday and I wanted to address the letter we received from the Revdex.com regarding complaint ID [redacted]. The letter is dated March 8th, 2017 and I apologize that this response is coming late. We did not receive the letter until March 20th, 2017. In response to the customer who has not yet received their product. Our current product is on back-order and we offer each customer an estimated shipping date prior to checkout. These dates are estimates because we are still currently fulfilling orders placed to us through crowdfunding campaigns and as a new technology and product, fulfillment comes with many unexpected delays. When customers contact us we respond very promptly and we offer full refunds for anyone who does not wish to wait.. In our legal section found in our website (https://everykey.com/legal/), we state that "If your order has not yet been shipped and you would like a refund, please contact [email protected] with your receipt number along with the last four digits of the credit card number you used to place the order." The resolution we would like to offer is simply to give this customer a refund and when we are off back-order, he can order again. Thanks for taking the time to read this. I hope we can resolve this so that everyone is happy. Regards,Darren T[redacted]Director of OperationsEverykey Inc.1988 Ford DriveCleveland OH 44106+1 (855) 666-5006 x21

Hello,We had initiated the refund for the customer's pre-order, and if the customer has not yet received their refund, they should be within the next few days. We have done what is necessary on our end to process the refund for the customer. Attached is the refund confirmation that was also sent to...

the customer.

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.
[This consumer response was received by Revdex.com via email and is a copy/paste.]Once the refund clears I will have [redacted] with the Revdex.com release the complaint 
Regards,
[redacted]

This business response was received by Revdex.com via email.I am writing on behalf of Everykey to address the customer's complaint. We have been in constant contact with the customer, and are fully willing to provide the customer with a refund, as the customer was not willing to wait a few more weeks for...

the product to be delivered. This was communicated and the customer still insisted on a refund, as a result we initiated the refund and the customer should be receiving the refund shortly. Attached is the refund receipt, which has been sent to the customer as well. We believe this issue has been resolved.Best,Daniel T[redacted]  [redacted] Everykey Inc. [redacted] 
[redacted] 
[redacted]

Hello.As included in the complaint, our agent responded to the customer and provided the desired information. We have since reached out to the customer once more, to share that the product will be delivered shortly, as the desired settlement from the customer would be to receive the product or be...

refunded. We will act upon what the customer responds to our latest message, as we shared that we expect to be able to deliver the customer's unit by the end of November. Please see the attached message to the customer.

Hello,We have responded to the customer's call and emails. Our latest communication provided the customer with instructions on how to return the order for a return, which is the customer's desired resolution. Please see the attachment that shows the email we sent to the customer about returning...

their order.

Hello,We have made contact with the customer and been told that so long as we are able to deliver at some point in January, they are willing to keep their order on file. We are working to deliver the customer's order in January, so we believe that this issue is resolved. You can see the attached...

email communications.

The customer claims that "My main issue was the after installing in iOS it made my computer logoff after a few minutes of use." This does not make sense, because iOS is an operating system that runs on mobile phones and tablets, not computers. In addition, when the customer claimed they were...

struggling with understanding how to make the product wok, we offered troubleshooting advice. The customer's comment "I have requested a refund and they flat out refuse to give me my money back." Is false, we provided the customer with instructions on how to return the product and receive a refund on February 13, 2018, twenty days before the customer filed a complaint, please see the attached conversation between the customer and our agent supporting this claim.