First Build

To whom it may concern,We've received a letter from the Revdex.com regarding customer [redacted] with complaint ID [redacted] .As you can see from the email attached, we were in contact with the customer within at least 24-hours for every emailInformation regarding a replacement was not sent to us from the customer until 7/We issued a return label to the customer via *** on 7/According to our policy which is available on our support page, we must receive their original unit prior to sending out a new replacement unitAs of today, we have yet to receive this customer's original unitIn addition to this, our front desk phone staffed from 9am to 9pm EST Monday through Friday, and 9am to 5pm on SaturdayOur office manager is happy to help with troubleshoot as much as she can during her hours (9am to 5pm EST Monday through Friday) and does her best to respond to voicemails within 24-hoursWe are currently a small team that is still improving our processesWhile we do not currently have a phone line specific to troubleshooting, we plan on having one within the next weeksPlease let me know if you have any questions or concerns.Thanks, [redacted] -- [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Attached find our entire email conversation with [redacted] for complaint ID [redacted] In addition to apologizing for her experience, we also offered her a full refund for her purchaseShe accepted this offer and her refund was processed on 4/10.Please let me know if you have any questions or concerns [redacted]

Response: We've been in communication with the customerUnfortunately, our system is unable to ship to PO Boxes and our team failed to notice the error within our 5-business day guaranteeHis unit was overnighted and in addition, we have given him two free water filtersCustomer seemed happy
with our apologies and free water filtersThanks!

To whom it may concern,We've received a letter from the Revdex.com regarding customer [redacted] with complaint ID [redacted].As you can see from the email attached, we were in contact with the customer within at least 24-48 hours for every email. Information regarding a replacement was not sent to us...

from the customer until 7/19. We issued a return label to the customer via [redacted] on 7/20. According to our policy which is available on our support page, we must receive their original unit prior to sending out a new replacement unit. As of today, we have yet to receive this customer's original unit. In addition to this, our front desk phone staffed from 9am to 9pm EST Monday through Friday, and 9am to 5pm on Saturday. Our office manager is happy to help with troubleshoot as much as she can during her hours (9am to 5pm EST Monday through Friday) and does her best to respond to voicemails within 24-48 hours. We are currently a small team that is still improving our processes. While we do not currently have a phone line specific to troubleshooting, we plan on having one within the next 3 weeks. Please let me know if you have any questions or concerns.Thanks,[redacted]--       [redacted]

Attached find our entire email conversation with [redacted] for complaint ID [redacted]. In addition to apologizing for her experience, we also offered her a full refund for her purchase. She accepted this offer and her refund was processed on 4/10.Please let me know if you have any...

questions or concerns.  [redacted]

To whom it may concern,We've received a letter from the Revdex.com regarding customer [redacted] with complaint ID [redacted].As you can see from the email attached, we were in contact with the customer within at least 24-48 hours for every email, with the exception of the weekend. We issued a...

return label to the customer via FedEx on 6/23/2017. According to our policy which is available on our support page, we must receive their original unit prior to sending out a new replacement unit or authorizing a refund. As of today, we have yet to receive this customer's original unit. The customer has also filed a chargeback with their credit card company.In addition to this, our front desk phone staffed from 9am to 9pm EST Monday through Friday, and 9am to 5pm on Saturday. Our office manager is happy to help with troubleshoot as much as she can during her hours (9am to 5pm EST Monday through Friday) and does her best to respond to voicemails within 24-48 hours. We are currently a small team that is still improving our processes. Please let me know if you have any questions or concerns.Thanks,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]