Executive Services & Investigations

this order is over a year old and is non returnableThe customer selected the pump, Pump Products is not liable for a customer buying the wrong item a year ago

Pump Products has stood behind the item sold several times throughout this purchaseThe customer's statement is true, the item was placed under warranty twiceThe customer witheld that both times the customer failed to get the pump to run at allAfter the second warranty we ran a test in house and the pump was running correctly, and this led us to believe thatthere was a possibility of an installation errorDespite this we still stand behind the factory warranty of the item, and have even gone as far to give the customer a new pump as the manufacturer was taking particularly longtime with processing the warrantyAt this point this sale is a year old, we will not be accepting a return on this due to the customer purchasing the wrong pump, and damaging it in trying to install something that was incorrectly selected for their system

[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] ***

In order to resolve this issue we will be willing to provide a replacement check valve or credit for the check valve to the customerPlease let the customer know to contact us and ask for Will, he will resolve the issue with this account

When the customer called to return the item the company representative explained the return policy etc and requested customer to refer our website https://www.pumpproducts.com/returns-policy-pg-24.html for our policyIt is explained in detail what our return policy including the return shipment cost should be paid by the customer.We don't choose the shipping amount arbitrarily, we go back to that particular tracking number which we shipped to the customer and get the amount from our FedEx billAs a courtesy I'll refund the disputed amount of $back to the customer

Complaint: [redacted] I am rejecting this response because:This business has no concept of time restraintsThe package was returned (unopened and in the same condition as it arrived)They did not issue credit in a timely manner AND did not inform us as to WHY we didn't get our credit in a timely mannerI had to take time out while on vacation to find out the reason why - only to learn that the condition of the box was the problemAlso unknown to us, they had requested a new box from the manufacture and we were expected to wait until the arrival of that box before they would consider our credit.I would NEVER consider purchasing a pump (or anything else) from this company due to the mishandling of this returnSince they did not meet the time constraints in responding to various inquiries, they have lost all claim rights Regards, [redacted]

To whom it may concern, I can confirm that yes, according to our policy all returns must be received within 30 days of original receipt. The shipment of the return, both cost and logistical are the responsibility of the customer. While Pump Products firmly stands behind our return policy we... would be willing to accept this return under the following conditions to resolve this issue. Firstly, the pump must be in brand new, uninstalled, and undamaged condition. If we receive the pump in the requested condition we will give the customer a credit and waive any restocking charge. Please note this includes any manufacturer's packaging. Secondly the customer is responsible for all return shipping. Lastly the credit the customer receives would be for the cost of the pump with a shipping deduction of $59.14. This is due to the fact the customer received free shipping on this item, and as per our returns policy, a return on an item that qualified for free shipping would have the cost of shipping deducted from the credit. If you have any other questions, please contact me at ###-###-####. Thank you, [redacted] *Pump Products

[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,
*** ***

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

I apologize for the tardiness of the reply, the complaint was lost in the mail and we weren't aware of itThe issue was as followed with this transaction. The customer purchased a pump from us, received, and installed itThe customer called us on saturday, and spoke to an employee of
ours exclaiming after two days it had failedOur weekend employee, who is not authorized to deal with returns or warranty, told him he can take down his information and have me contact him on MondayMr*** said this was unnacceptable and told the weekend employee that he will be going out and buying a new pump and would want a return on thisWhen I spoke to the customer that Monday when I came in he verified that he had gone out and bought a new item elsewhere and wanted his money backAt this point the pump was installed, and as per my returns policy which is clearly posted on our website I can not accept a return for creditI explained to Mr*** that I would be happy to take the faulty pump and put it under factory warranty, providing him with a new oneMr*** stated that at this point he had a pump and just wanted his money back. To reiterate, yes I do not offer refunds on installed itemsIf Mr*** would like for us to warranty the defective unit we will gladly do so. If you need anything else please let me know

We returned the item in the same (unopened) box that we received it in as we did not need the irrigation pumpIt was returned by FedEx on 8/24/I was told that the credit would follow within days of receiptThis did not happen so, while on vacation, I had to take the time to find out why our credit did not show upI was told by Will Dthat the box was damaged (not the pump) and that a new box from the manufacturer had been orderedUntil they received the box, our credit would not be issued. I asked why they hadn't called us regarding the situation and, had I known in a timely manner, I could have contacted FedEx for a solutionWill Dwas not willing to work with usI contacted my credit card company and filed a dispute against the charges and then contacted the Revdex.com of New Jersey regarding this company's unethical practicesAfter these procedures, the partial credit appeared on my credit card, more than a month after the return of the unitThis company charged a 25% restocking fee, shipping TO us (which initially was free to us) and return shipping.I would NEVER consider buying anything from this company nor recommend them to anyone.
d

We credited the customer $(***) cost of the product less restocking fees less shipping charges we incurred to ship to customerThis is clearly posted on our website.Refund and Return Policies: Returns will be accepted within days of delivery, but buyer is responsible for shipping charges, interchange fee and a 25% restocking fee to cover handling and repackaging expensesReturns must be in new and uninstalled condition with original materials and packagingYou may return the item to us, shipping prepaid, using the shipping method of your choice. Some of the products we sell include free shipping, so if you return any of these products our actual outbound shipping costs will be deducted from your return refundOpened returns must be in new and uninstalled condition with original materials and packaging

In regards to this dispute the credit originally agreed upon as per our returns policy was given to the customer on 9/24, a day prior to us receiving this letterWhen the item came back damaged we requested a new box as the item was not in resellable condition which is a requirement for our
returnsTo aid the customer in completion of their return I ordered a new box from the manufacturer so the item could be resoldIt did in fact take quite a bit for the manufacturer to aid us in this request, so on 9/we went ahead and processed the return regardless while we waited for the proper material to arrive so that we can resell the item

This customer paid $97.01 for the purchased item and we credited his account $97.01 on 12/1/15.Again please read our policy below. Refund and Return Policies: Returns will be accepted within 30 days of delivery, but buyer is responsible for shipping charges, interchange fee and a...

25% restocking fee to cover handling and repackaging expenses. Returns must be in new and uninstalled condition with original materials and packaging. You may return the item to us, shipping prepaid, using the shipping method of your choice. Some of the products we sell include free shipping, so if you return any of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in new and uninstalled condition with original materials and packaging.

Pump Products has stood behind the item sold several times throughout this purchase. The customer's statement is true, the item was placed under warranty twice. The customer witheld that both times the customer failed to get the pump to run at all. After the second warranty we ran a test in house...

and the pump was running correctly, and this led us to believe thatthere was a possibility of an installation error. Despite this we still stand behind the factory warranty of the item, and have even gone as far to give the customer a new pump as the manufacturer was taking particularly longtime with processing the warranty. At this point this sale is a year old, we will not be accepting a return on this due to the customer purchasing the wrong pump, and damaging it in trying to install something that was incorrectly selected for their system.

this order is over a year old and is non returnable. The customer selected the pump, Pump Products is not liable for a customer buying the wrong item a year ago.

When the customer called to return the item the company representative explained the return policy etc and requested customer to refer  our website https://www.pumpproducts.com/returns-policy-pg-24.html for our policy. It is explained in detail what our return policy including the return...

shipment cost should be paid by the customer.We don't choose the shipping amount arbitrarily, we go back to that particular tracking number which we shipped to the customer and get the amount from our FedEx bill. As a courtesy I'll refund the disputed amount of $15.01 back to the customer.

To whom it may concern, The following order was quoted by our salesman, [redacted], to the customer [redacted]. We have email correspondence of the salesman sending a link with all relevant specs and information of the item prior to purchase. Afterwards the customer called Lee...

and place an order for the item. Because the salesman did his due diligence in providing the customer with all relevant info on the item to make an informed purchase, we did not refund shipping on this order as per our return policy. Pump Products is willing to offer a good will refund of the shipping costs accrued for this order, though we stand behind our company policy. Please have Michael Fusnick contact us with a valid credit card to refund him the shipping. Thank you,[redacted]

To whom it may concern, I can confirm that yes, according to our policy all returns must be received within 30 days of original receipt. The shipment of the return, both cost and logistical are the responsibility of the customer. While Pump Products firmly stands behind our return policy we...

would be willing to accept this return under the following conditions to resolve this issue. Firstly, the pump must be in brand new, uninstalled, and undamaged condition. If we receive the pump in the requested condition we will give the customer a credit and waive any restocking charge. Please note this includes any manufacturer's packaging. Secondly the customer is responsible for all return shipping. Lastly the credit the customer receives would be for the cost of the pump with a shipping deduction of $59.14. This is due to the fact the customer received free shipping on this item, and as per our returns policy, a return on an item that qualified for free shipping would have the cost of shipping deducted from the credit.  If you have any other questions, please contact me at ###-###-####. Thank you,[redacted]Pump Products

In order to resolve this issue we will be willing to provide a replacement check valve or credit for the check valve to the customer. Please let the customer know to contact us and ask for Will, he will resolve the issue with this account.