EZ Vacuum

[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,
*** ***

Hi-The order was shipped out yesterday, 5/9/via UPS tracking number *** When tracked at UPS it is scheduled to be delivered today, 5/Our system is automated and an email is sent out when tracking number is uploaded, with that said there are many times that our email ends
up in a customer's junk/spam folderI do feel it is unfair to be called names or accused when the customer placed the order on Sunday, 5/and is receiving it on Tuesday, 5/10.If there is anything else I can assist with, please feel free to let me know

Customer placed order on 6-14-and contacted us on 6-18-at 9:29pm stating that her cat got sick from the foodOn 6-18-at 9:29pm We verbally explained the return policy which is listed online to the customer and additionally confirmed with the manufacturer that there were no open recalls for
the food the customer ordered and that the food was within the expiration dateWe suggested that the customer contact the manufacturer since she opened the food as per the return policy listed online:"All perishable items must be returned unopened in original packaging to qualifyFor any opened perishable items please contact the manufacturer for return/refund information."Since the customer called at 9:29pm the managers were not available and it was explained to the customer that a manager would reach out to her during business hours the following business day. On 6-19-the customer spoke to a manager at 2:04pm and was emailed the message below at 12:34pm on 6-19-17: "Hello!We are more than happy to accept the unopened food back in exchange for a refundPlease return the items to the address listed below. Pupdaddy*** ***7** *** *** *
*** ** ***For opened food you will need to contact the manufacturer for a refund. Thank you!"***Here is the return policy listed online: We offer a Day No Hassle Return Policy! Not satisfied with part or all of you order, just send it back within days from the date of receiving the package, in its original packaging.It is that simpleOur goal is 100% satisfaction for our customersWe stand by the products we offer for sale on our website.All perishable items must be returned unopened in original packaging to qualifyFor any opened perishable items please contact the manufacturer for return/refund information.At times we may ask for photographs of the products being returned, this is necessary to show/prove to the manufacturer that there may be an issue with the product.Processing 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 charges. 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 charges. You 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

January 15th, - Customer placed their order January 18th, - *** *** - *** *** - delivered the item via curbsideJanuary 22, - Customer notified us that the incorrect model was delivered. January 29, - Customer was provided with prepaid BOL for *** *** to pick the item back up from where it was delivered. Typographical ErrorsWe strive to make every piece of information listed on our site as accurate as possibleDespite our efforts to provide useful and accurate information errors may appear from time to timeIn the event a product is listed at an incorrect price, with incorrect information due to typographical error, or incorrect product information from the manufacturer we shall have the right to refuse or cancel any ordersIf you receive a product and find the product is not as described your sole remedy is to return it in unused condition for a full refundPlease contact customer service for return informationWe do not offer white glove serviceCustomer is able to pay for white glove service with the carrier but we do not offer it. It was to be left for piwhere it was delivered as per the return policy. Items are to be returned within days of delivery. Customer was refunded once the item was returnedIf customer would have followed the return instructions and policy a refunded would have been issued months ago

The order was placed on 11/22/and it has been confirmed that both an order receipt and password reset email were sent to the email address the customer entered when placing their order: *** (please see attached document #1)***We see that the customer provided a
different email to the Revdex.com: ***We will update our records to *** and resend the password reset information.*** Customer is stating that the Problem occurred on 11/which is not possible as the order was placed on 11/and did not leave the warehouse until 11/The order could not have delivered on 11/The customer called us on 12-12-notifying us of the damagesWe asked for pictures so we could resolve the issue ASAPThe customer was going to wait for an email from us and then respond to the email with the picturesBecause the customer provided the incorrect email address the customer did not receive the email from us. All calls are recorded and the calls with the customer have been reviewedYou could hear other representatives in the background speaking with other customersWe have a large group of customer representatives who work within the same office.There are times where you can hear the other customer service representatives on other callsEvery time the customer called the representative listened to the customers concern, acknowledged the issue, and provided a resolution plan. The customer was emailed multiple times, almost daily, keeping them up to date with the situationBUT because the customer provided the incorrect email address we now understand why they did not receive our messagesThese are the dates the customer was emailedPlease see 2nd document showing all emails. 12-1312-1412-1512-1812-1912-2012-2112-2212-2712-2812-291-21-31-41-51-81-111-121-...⇄ to the customer contacting Revdex.com the customer was issued a full refund on 1/15/in the amount of $1,and was told that they could keep the item. Jan 15, 2018 1:28:PM|Refunded amount of $1,onlineTransaction ID: "***. An email was sent notifying the customer BUT again because the customer provided the incorrect email address they did not receive it. We are a professional and courteous companyAs you can see we followed through with our statement over the phone to the customer and contacted the customer multiple timesAdditionally a full refund was issued for the damagesIf the customer would have provided the correct email address the customer would have received the order confirmation, password reset, and notifications regarding the damages and refund

The customer placed her order with *** on 9/and contacted *** customer service via emailWe answered the *** email 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 *** request we issued a full refund. The customer again placed a second order with *** 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*** PER *** RECORDS:We continued to answer the customers emails within the hour guideline provided by ***. *** stated the the customer wanted a full refund on the 1st order which we issued immediatelyCustomer decided to place a second order with us through *** which we rushed and had delivered by the 2nd business day

Complaint: ***
I am rejecting this response because:The business claims they have not received the return shipment as of 4/9/However *** *** 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 (*** *** ***) 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 that. Finally, 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,
*** ***

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

Our sincere apologies!We have refunded the customer in full for the damaged item. There is no need to return the damaged heater.

[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 mostly satisfactory to me. I have indeed, received the refund to my credit card, but I have not yet received any information about returning the packages (from either the business or from UPS or any other carrier.) In fact, one email from the company stated "Should a full refund be provided on behalf of the seller by our department, you will then have the option to either dispose of the cabinets or donate them as you see fit."   but I have not received confirmation of this yet. If they are not going to pick up the cabinets for return, then I will donate them to the local Habitat for Humanity store, but I do not want to do so until I am sure that the company does not expect them back.  It would be helpful if someone could give me the official word regarding donating them or someone will come pick them up and return them? 
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]

[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 did respond to your e-mail of 3/21 with the following on 2/22:Greetings from Georgia! I am hearing impaired and do not do well with phone calls. You have my PO Box billing address in Leesburg, Florida and my shipping address in Clayton, Georgia. I don't know what "additional information" you could possibly need, since the information I supplied has been sufficient for many, many Web orders in the past, including orders using this [redacted] card that were shipped to this Clayton address.  Nevertheless, please let me know what "additional information" you require and I'll be happy to supply it. [redacted]A Florida company ----------On 3/28 I sent the following e-mail to your "sales" and "support" addresses:I ordered 4 gallons of paint from you one week ago today. (See order JPG.) My credit card company says that the charge has been "authorized by the merchant" but still "pending." (See [redacted] JPG.) Why? If you are out of stock on any of the colors, I expect an e-mail saying so, instead of just leaving me hanging. Put the charge through and ship the colors you DO have, with the rest on back order. I expect to receive a reply or a shipping/tracking notice before the close of business today. [redacted] A Florida company----------On 3/30 I sent the following to your "sales" and "support" and "marketing" addresses:Good morning! No matter how clever your marketing campaign is, or how wonderful your deals are, you are not going to retain customers if your sales department fails to fill customers' orders and your customer service department fails to answer customers' e-mails. More than a week ago I ordered a little over $150 worth of paint. The charge is still "pending" at my bank, and the paint has not shipped. I have e-mailed both "sales@" and "support@" twice, without response. Marketing's job of selling more stuff to current customers is impossible when then your sales and customer service departments conspire to piss off those customers. Maybe you need to take a walk over to your sales and/or customer service departments and ask them what the hell is going on with my order. My latest e-mail to them is below:----------If you're not getting your e-mails, you need to look into the problem. On the other hand, simply ignoring our e-mails makes for extremely dissatisfied customers and Revdex.com complaints.I will  accept your response, even though it does not completely cover the extra money I had to spend due to your malpractice.[redacted] 
Regards,
[redacted]

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 online. Contact us immediately after placing your...

order, and we will do everything we can to accommodate your request. Please note our automated process fills orders very quickly, so the time window for changes or cancellations is very short. If it is too late to cancel your order, you may return any unwanted items in accordance with our return policy. For items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping charges. Processing 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 product. For defective products or those that were shipped in error we will also refund related shipping charges. For items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping charges. Orders cannot be changed or cancelled online. Contact us immediately after placing your order, and we will do everything we can to accommodate your request. Please note our automated process fills orders very quickly, so the time window for changes or cancellations is very short. If it is too late to cancel your order, you may return any unwanted items in accordance with our return policy. For items returned or refused due to no longer wanting or needing a 15% restocking fee will be applied as well as return shipping charges. You must be 18 or older to purchase ammunition and other restricted items. For safety reasons, many of these items cannot be returned and may only be shipped via ground shipping to the 48 contiguous states. If purchasing ammunition, ensure you use the correct caliber and/or gauge in your firearm. Many states and/or municipalities have certain restrictions in place which may prevent shipment/ordering of various items. Check your local laws and regulations before ordering.Online or over the phone you can process a return at your convenience 24 hours/ 7 Days a week.

The customer has been refunded in full, thank you!

The customers order,[redacted]-[redacted]-[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

Response: Hi- My apologies - the customer for this complaint was refunded for the products not received on 7/20/15. I can provide a copy of the refund that was issued. If there is anything else I can help you with, please feel free to let me know. Thank you

We, [redacted], followed through with the policy and procedures listed. Per UPS [redacted] the order was delivered on Friday, 3/16/18 at 3:24pm. We have a 30 day return policy which is listed on [redacted]. On the [redacted] listing it stated that the item was sold and shipped by We The People and a link to the return policy was next to it. Please see attached example. The customer contacted us beyond the 30 day return policy. Additionally the details of the listing and picture are provided by the manufacturer, not [redacted]. That is how the manufacturer describes their product. [redacted] does have a disclosure on their site for customers shopping on [redacted] that explains their marketplace and different return policies. Please review these links on [redacted] 1. [redacted]2. [redacted] 16. Terms Applicable to Special [redacted] ServicesA.[redacted] Marketplace[redacted] operates an online marketplace program on the [redacted] Sites (available at [redacted]/) which enables Marketplace Retailers to sell their products alongside [redacted] products and, once an order is placed, to ship such Marketplace Retailers’ products directly to the customer (the “[redacted] Marketplace”).  Any use of the [redacted] Marketplace is subject to the following additional terms:When we say “Marketplace Retailer,” we mean any entity or retailer that sells goods or services in the [redacted] Marketplace through the [redacted] Sites, uses any order processing, fulfillment, shipping, or other services related to the [redacted] Marketplace provided by or for [redacted], or uses any platform, portal, web service, application, interface, or other tool provided by or for [redacted] in connection with the [redacted] Marketplace.By purchasing a product from any of our Marketplace Retailers, you acknowledge that all [redacted] Marketplace orders will be fulfilled by the third party Marketplace Retailer and not [redacted].  The Marketplace Retailer (and not [redacted]) will be responsible for all processing, shipping, returns, and customer service related to your [redacted] Marketplace order.  Products purchased from a Marketplace Retailer can only be returned to that Marketplace Retailer in accordance with its return policy and cannot be returned to [redacted] stores or [redacted].com.  Each Marketplace Retailer’s shipping information, return policy, customer service information, and Marketplace Privacy Policy can be found on that Marketplace Retailer’s Seller Information page.  For other terms that apply to [redacted] Marketplace, including important notices and disclosures, see About Marketplace (at [redacted]).To the fullest extent provided by applicable law, [redacted] has no responsibility or liability for any Marketplace Retailer or their products.

Hello,  We are so sorry that this happened to you. We recently launched on Walmart and are still trying to get our bearings.  Unfortunately, the delivery process is not in our control. UPS delivers products and sometimes deems addresses "undelivered", which is what happened with your...

order. I am afraid if I reissue the order, the same thing will happen and I would not want to inconvenience you a second time. We have refunded your order in the meantime. If you would like to place your order again, please feel free to.  Thank you We The People

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:
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]