Excalibur Food Dehydrators

Company states: We have an account fraud systemThis was bounced back as a fraudWe were e-mailing the original e-mail addressWe do have international customers that take time to get back to us which is normalBack in November the order was placedThe billing and the mailing address and phone
number did not matchWe tried to contact the customerThere was a different order that was from a different name and billing addressThere was the five different occasions that the card was usedThey tried to order a thousand dollar dehydratorShe called on December 22nd and said that she wanted a refundWe told her that we needed to verify the card infobut she refused to give us thatOrder *** and that was November 21stWe had e-mailed the e-mail address on file ***So that card was not in her name at allThe secondary one *** she put her name as the billing and shipping to a California locationIt flagged it as fraud because the billing address did not match the credit card. The cards that had been used had been refunded

Thank you for taking my call today. Per our conversation about the refurbished model [redacted] order under sales order # 100036663 I would like to outline our coupons and exclusions. We periodically have coupon codes that offer free shipping or additional free accessories that might come...

with a current special. This customer followed a link on 01/19/17  from a facebook sponsored banner.  The special in Jan was Free shipping, 10 year warranty, info chart and also 2 free sheets. This was for a brand new home unit and every coupon states “Exclusions apply”.  The exclusions are the 10 year warranty will not be applied to refurbished models and also our commercial size dehydrators will not come with a 10 yr warranty nor free shipping.On this particular order we did extend free shipping with the link he followed  but the 10 year warranty does not apply to a refurbished unit that are already deeply discounted. I did speak directly with the customer and told him I could not offer the 10 yr warranty due to purchasing a refurbished model  but was willing to keep the free shipping, give the info chart and also the 2 paraflexx sheets for any confusion this had caused him. I also offered to upgrade this order to a new unit and give him the same free items and since this was a new unit he would also get the 10 yr warranty and I would also give him a 10% discount for the issue.  He did ask if he could think about it. I agreed to that. I did not get a call back from the customer so I contacted him via email on 01/26/17 to follow-up. I still had not heard from the customer by 02/02/17 so I refunded the credit card.I have attached a copy of the order, Email to customer, refund slip & also our warranty section posted on our website. If you have any additional questions please let me know. Have a great day.  Respectfully,[redacted] Office Manager/HR[redacted]Sacramento, Ca 95828[redacted]Fax [redacted]

Review: On 21 Nov,I made an online payment for an excalibur dehydrator,for $ 300. I ordered from India, and made the delivery in USA, where my friend [redacted] was living.([redacted]) The payment was made by me fromIndia,and the order number was [redacted]. The payment was debited from my account by Excalibur,however on 22 Nov, I received an email from [redacted] watts of Excalibur,detailing the reason Excalibur had blocked my order was the international phone number I listed in th h e first order. I rang her up, and we couldn't see eye to eye. So I asked her to cancel orderNo.[redacted], and I made a fresh order,this time omitting any international phone number tree s. The second order number, [redacted], also was made on 22 Nov. Again the cost of the dehydrator was debited from my account,300$. However, 3 - 4 weeks later , I haven't heard,Either from their sales team, delivery or refund team. I would like a refund immediately, and do not Wish to do anymore orders from Excalibur dehydrator.Desired Settlement: 600$

Business

Response:

Company states: We have an account fraud system. This was bounced back as a fraud. We were e-mailing the original e-mail address. We do have international customers that take time to get back to us which is normal. Back in November the order was placed. The billing and the mailing address and phone number did not match. We tried to contact the customer. There was a different order that was from a different name and billing address. There was the five different occasions that the card was used. They tried to order a thousand dollar dehydrator. She called on December 22nd and said that she wanted a refund. We told her that we needed to verify the card info. but she refused to give us that. Order [redacted] and that was November 21st. We had e-mailed the e-mail address on file [redacted]. So that card was not in her name at all. The secondary one [redacted] she put her name as the billing and shipping to a California location. It flagged it as fraud because the billing address did not match the credit card. The cards that had been used had been refunded.