EZ Vacuum

Complaint: [redacted] I am rejecting this response because:The business claims they have not received the return shipment as of 4/9/However [redacted] reports that a Tony Bsigned for the item on March 27th, Per my personal policies and procedures listed in my laundry room, I reject your claim that you have not received the package and will now pursue the refund chargeback.As for the other items:Typo: It is not a typographical error to mislead a customer by showing a model number and a picture of an item that you do not have in your possession and then to ship a completely different itemYou do have typographical errors on your site, like "Privay Policy"; this is not an example of thoseThis is not an example of saying it has cycles when it only has This is telling someone you will sell them a Tesla and delivering a truckJust a typoWhite Glove: You do not routinely offer White Glove service, that is completely true, and that is why I asked you to please authorize it in this returnIt was available ( [redacted] ) and you could have done soThe lbwasher was in the home of an elderly woman who could not possibly get it out in the yardIf the return had been because she didn't care for the shade of white, or that it didn't wash clothes well or something like that, I would not have asked you to do thisThe sole reason for the return was because you misled me as your customer in the item you had in your possession to sell and shipped a different itemSince it was 100% Essential Hardware's fault, it was and is my belief that you should stand behind your supposed customer focus.This was simply a matter of my asking you to deviate from your stated policies and procedures to fix a mistake of your own doing by authorizing the white glove service OR now, to reimburse me for the cost of having to rent a hand truck from U-Haul and buy packing materials and arrange for laborObviously you chose not to do thatFinally, you state in your response:"All we asked was for the unwanted item to be placed in the same location where it was delivered and packaged in the original packaging."I will not that you packaged the washer in shrink wrapShrink wrap is not designed to be reusedYou might want to consider that in the future Regards, [redacted] ***

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

Complaint: [redacted] I am rejecting this response because:The example provided does not portray the item I purchased and the "Sold By" description accurately.I received the item and contacted [redacted] , Dukat LLC a few days after their day return policy of which I wasn’t aware If an item received is not satisfactory nor meets the customers expectations, I think they should extend at least an exchange to the customerThat represents a company that cares about their customers I do not have that perception of this company at this point [redacted] should be more careful with how the items are portrayed on their website and make sure the specifics about the return policy are noted( have the person check off they read it) before an item is finalized for purchase It is essential that [redacted] performs adequate QA on the items listed on their website so that the details of the purchase are represented correctly, regarding the “Sold and Shipped by “ items sold by third partiesFurthermore, if I am shopping on [redacted] online website, I would no clue that someone else is selling me the goods I am purchasing, and therefore I'd expect that all items I'm purchasing fall under the [redacted] refund/ exchange policyI have sent feedback to [redacted] There should also be a notation up front on their website, and not just part of FAQs, noting that they sell many items by third parties and customers should be aware of the different refund policies Online shopping is used to hasten having to go to the store to purchase an item, as well as there are fewer choices in stores because the online shopping revolution Consumers need to be aware of all the “sticklers” about their purchase prior to purchasing Regards, [redacted]

Response: Hi- My apologies - the customer for this complaint was refunded for the products not received on 7/20/I can provide a copy of the refund that was issuedIf there is anything else I can help you with, please feel free to let me knowThank you

Response: I am writing in response to complaint [redacted] I looked into order [redacted] placed by [redacted] I understand the customer called in to cancel his order, because the order was paid for with [redacted] , the funds are taken from [redacted] as soon as the order is placed, and the customer call center does not have the ability to cancel orders paid with [redacted] because of thisWhen an order is placed using a credit card, the funds are in a pending status until the order is sent to the warehouse and the call center does have the ability to cancel those ordersThe emails our customers received, such as order confirmation, preparing for shipment and tracking information is automated from our systemThe order was sent down to the warehouse along with all the other orders received so that when the warehouse came in they could start picking, packing and shipping the abundance of orders received, especially on a holiday weekendI do understand the customer's frustration on the quick turnaround but it is because of the quick turnaround that customer's are happy they receive their order so quickly from us.The customer was advised to refuse the shipment when delivery attempt was made by [redacted] and they did do soThe customer was issued a refund back to their [redacted] account

Please feel free to review the full return policy listed online: [redacted] knowledge-base/home/what-is-your-return-policy.htmlAs stated on the website where the purchase was made orders cannot be changed or cancelled onlineContact us immediately after placing your order, and we will do everything we can to accommodate your requestPlease note our automated process fills orders very quickly, so the time window for changes or cancellations is very shortIf it is too late to cancel your order, you may return any unwanted items in accordance with our return policyFor items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping chargesProcessing a return:To process a return we provide a simple online process within your online account, or feel free to contact customer service at ###-###-####.When returning items to us we issue a credit to the original form of payment used for the transaction in the amount of the purchase price of the productFor defective products or those that were shipped in error we will also refund related shipping chargesFor items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping chargesOrders cannot be changed or cancelled onlineContact us immediately after placing your order, and we will do everything we can to accommodate your requestPlease note our automated process fills orders very quickly, so the time window for changes or cancellations is very shortIf it is too late to cancel your order, you may return any unwanted items in accordance with our return policyFor items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping chargesYou must be or older to purchase ammunition and other restricted itemsFor safety reasons, many of these items cannot be returned and may only be shipped via ground shipping to the contiguous statesIf purchasing ammunition, ensure you use the correct caliber and/or gauge in your firearmMany states and/or municipalities have certain restrictions in place which may prevent shipment/ordering of various itemsCheck your local laws and regulations before ordering.Online or over the phone you can process a return at your convenience hours/ Days a week

Complaint: [redacted] I am rejecting this response because: For the same reason I rejected it before. The vendor should have the date this order was placed. If they can produce a copy of a recorded call where I was told shipping was my responsibility then I would be willing to let this complaint go away. Can the vendor send me the recorded message? 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: thank you so much That did the trick, they refunded the money this morning 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] ***

Hello, We are so sorry that this happened to youWe recently launched on Walmart and are still trying to get our bearings Unfortunately, the delivery process is not in our controlUPS delivers products and sometimes deems addresses "undelivered", which is what happened with your orderI am afraid if I reissue the order, the same thing will happen and I would not want to inconvenience you a second timeWe have refunded your order in the meantimeIf you would like to place your order again, please feel free to Thank you We The People

The customers order,***-***- [redacted] was placed by the customer through our website, [redacted] The return policy is clearly stated on the website - [redacted] /knowledge-base/home/what-is-your-return-policy.html

The customer was issued a full refund for the item

Complaint: ***
I am rejecting this response because:
The company states that I requested a refund on the original item which is not correct I called the company (bargain the people) directly several times to request that the item be re-shipped as I needed it and it was time sensitive I got the run around and several days were wasted with me making multiple calls to the company At the time of my 3rd or 4th call the cust service rep told me I had to submit the form through *** saying that the item was damaged or never received but that I should write in the form that I was requesting a replacement and not a refund I did this as instructed and clearly stated that I was looking for a replacement and not a refund but the company issued a refund anyway I called the company again and was told that they were unsure why a refund was issued when they could see that I had requested a replacement I asked if they could expedite the shipping on the item if I reordered it as I needed it and it was time sensitiveThe rep told me that they couldn’t expedite shipping and that I would need to speak with the escalation Dept about it I tried to contact the escalation Dept several times but did not receive call backsI spoke with a cust service rep again and asked if there was another form of restitution that they could offer if they couldn’t ship the item expedited as now more than a week had gone by from the time I was suppose to have received the original itemI was told that they couldn’t tell me bc the escalation Dept dealt with that but that I would have to place the reorder first and then contact them My contractor was already greatly delayed because of original item not being sent so I reordered the item and then contacted the escalation Dept to discussI called everyday for week and each day was told that chris would call me back the following day but each “following day” would come and go with no return call I finally had to demand to speak with him and his supervisor who offered no explanation for the unreturned calls and who offered no restitution for the issues with this order and the poor customer service throughout This was a simple order that did not arrive to me bc of damage by the company’s chosen shipper This should have been an easy fix with reshipment of the order with expedited shipping but instead the company made this into a big issue causing a huge waste of time for both parties which caused a misuse of my time needing to call them constantly and a loss of money for me due to delays on my construction project The company’s customer service was deplorable and the above depiction of events incorrect I am sure that the form submitted through amazon is on file with amazon and the company if needed to coraborate my above information Also, I am sure that my numerous phone calls directly to the company about this issue were recorded and would paint a real life picture of what I as the customer went through trying to get this issue resolved Any reputable company would be appauled by the lack of customer service provided during this issue and would want to make it right by offering compensation to the customer
Regards,
*** ***

Customer placed order on 3-Due to mismatching information on the order we needed to speak to the customer prior to releasing the order for shipmentOn 3/at 11:am we called the number provided on the order, ***, but no one answered and a voicemail was not sat the time
Additionally on 3-we emailed the customer, *** , this message:Your recent order #***-***-***at *** Hardware has been placed on a verification hold by our billing departmentWe need to verify some additional information in order to process your orderPlease contact OUR Billing Department DIRECTLY at ###-###-#### Ext *The Billing Department is available anytime between 9:AM and 5:PM Monday thru FridayWhen calling please have your order information handy so we may expedite your callAs of March 28th we had not received a call or email from the customer so the order was cancelled on 3/and the authorization hold on the funds was released:Mar 28, 3:12:PM| Canceled order onlineAmount: $Transaction ID: "***"

I have an update on this complaint.I received a full refund, plus good will from *** even though they do not stock the item.I also need to add a correction to a response Revdex.com placed on my complaint.As per the attached screen shot, this item is not portrayed as being sold by a third party on *** website. I am satisfied that I received credit from this punch and do not need any further investigation on this complaint. I received the item and contacted *** *** , Dukat LLC a few days after their day return policy of which I wasn’t aware. IF an item received is not satisfactory, I think they should extend an exchange to the customer.*** should be more careful with how the items are portrayed and make sure the specifics about the return policy are noted before an item is finalized for purchase. It is essential that the QA on the items listed on their website are represented correctly, regarding the “Sold and Shipped by “ items sold by third partiesFurthermore, if I am shopping on ***’s online website, I would no clue that someone else is selling me the goods I am purchasing, and I”d expect that all items fall under the *** refund/ exchange policyI have sent feedback to ***. There should also be a notation up front on their website, and not just part of FAQs, noting that they sell many items by third parties and customers should be aware of the different refund policies. Online shopping is used to hasten having to go to the store to purchase an item, as well as there are fewer choices in stores because the online shopping revolution. Consumers need to be aware of all the “sticklers” about their purchase prior to purchasing. I have updated my complaint response

Per UPS *** the order was delivered on Friday, 3/16/at 3:24pmWe have a day return policy which is listed on ***On the *** listing it stated that the item was sold and shipped by ** *** *** and a link to the return policy was next to itPlease
see attached exampleThe customer contacted us beyond the day return policyAdditionally the details of the listing and picture are provided by the manufacturer, not ** *** ***That is how the manufacturer describes their product

The customer placed her order on *** and contacted *** customer service via emailWe answered the emails requesting that the customer abide by *** policy and open a return request and choose the reason code "never received or damaged"The customer additionally contacted
*** via telephone which resulted in *** sending us an email which we again answeredPer *** we issued a full refund. The customer placed a second order on Friday, September 15th, at 8:24pmWe shipped the order out on Monday, September 18th, under ***Per UPS it was delivered on Wednesday, September 20th at 2:55pmThe delivery of the customers second order was rushed***Please note orders placed after 3pm do not ship until the next business day and we do not ship on Saturdays or Sundays***

Order shipping out with common carrier under PRO on 5/The common carrier ran into an issue with delivery and handed it over to UPS under *** and *** Customer requested to cancel his order on 6-but we were unable to do so, as per listed
on ***, as the order was with the carrierThe customer was instructed to refuse delivery at the time of delivery or contact UPS and let them know that he no longer wanted the items delivered and refuse it over the phone. Per UPS the order delivered the items on 6/5. Customer notified us of damages and provided pictures on Saturday, June 9thWe are in contact with UPS as explained to the customer working on getting the items picked upPlease note the warehouse and returns department in the warehouse are closed on Saturdays and Sundays. As soon as the items are returned we will issue a full refund

Good Afternoon - I am responding to complaint ***Our apologies, the product we had listed was a close out item, which had sold out quickly with no restocking by the manufacturerAll orders that were taken over what we had in inventory were all refunded accordingly including this order

January 15th, - Customer placed their order January 18th, - *** *** - *** *** - delivered the item via curbside January 22, - Customer notified us that the incorrect model was delivered. January 29, - Customer was provided with prepaid BOL for
*** carrier to pick the item back up from where it was delivered. As of today, March 28, the customer has yet to return the itemCustomer demanded that we provide white glove piservice as well as arrange for the carrier to bring wrapping and packing material as he moved the item inside his home and disposed of all the original packaging. *** carrier has attempted to pick the item back up from the customer but each time the customer stated to the carrier that item was unpackaged and in his house and that they needed to retrieve it from there and package it up. Per the return policy noted on the website where the customer placed their order items must be returned within days in their original packaging in resellable conditionIt is also noted that we strive to make every piece of information listed on our site as accurate as possibleDespite our efforts error may appear from time to timeIn the event a product is listed with incorrect information due to typographical error or incorrect product information from the manufacturer your sole remedy is to return it in unused condition and in original packaging for a full refund. Customer contacted his credit card company so that he did not have to pay for the itemWe replied to the credit card company with the above information and the credit card company sided with us

First time ordering vacuum bags from this company for my Kirby and I had a great experience, the price was good and they shipped to my home really fastWill be ordering from here again