Flagpoles Etc Inc

I have reviewed the emails againNo one told you that "we received the damaged product back and we didnt know where it came from" like your claimingYou refused your pole on Thursday and emailed the general email account on Saturday to cancel the orderThe office returned your email requesting the name the order was under that you wanted to cancelAfter your pole was returned damage we scheduled a replacement pole to be shippedThe pole shipped fro* the warehouse before it could be stopped. We explained this to you as well as the fees that would be involved if you refused it. You still refused itThe freight company claimed there would be "storage fees" if it was there any longer. They did not charge a "Storage fee" and you were not billed a "Storage Fee". When you asked for your credit back to your card you were told we had not recieved the actual invoices yet not that we didnt receive the pole back. Again, you were only charged the actual freight charges that you caused, and we told you about, by refusing the order after the product was shippedThe actual freight invoices have been sent to you as well as a refund check

Tell us why here...First of all I am extremely Sorry that any of our customers would ever feel this way I made several attempts to call Mrs *** personally but was not able to get throughShe did a great job investigating the industry and decided to buy from our company for the best price
in the country, best quality, made in USA and from a family owned businessShe defiantly did her homework She lives in a *** in Ca (fall brook, ca) and the freight came back unusually high at $on on a $sale for a 25' one piece flagpole She presumes an exaggeration of the freight that we provided and suggest we pay no freight on a 28' one piece flagpoleEveryone knows we do not own the freight companies and charges applyWe explained the additional freight to her area and she agreed to pay an additional $on the sale. At the time she agreed to pay the additional freight she never mentioned a possible concern of a “scam”.It's not a scam and she completely understood the reason for the additional freight due to her location.....that's why she provided her credit card to process for the additional freightShe bought it through *** and has every right to our published price and we would have honored it and lost money on the saleThankfully she agreed to help out do to the situation. We sent the “free” snaps and covers two timesThe "free snaps" and additional "free covers" at no charge were shipped from a different warehouse in MI and the transit times were obviously longer than her expectations. This is a rare review that she posted on ***, face book, Google, Revdex.com, the MFG website and other sitesIt was not posted to warn the public like she claims it was only her reaction to a refundShe provided a due date that we missed that caused this review. I want you to know before I take action that unless you refund the additional $I paid for the additional shipping charges and deliver the additional snaps by close of business Monday, I will be pursuing a complaint with *** and *** and leaving negative feedback reflecting my experience, disputing the charge on my card, and warning prospective future customers of this experience on Yelp, Google+, and your Facebook page and reporting this to your supplier This was sent on at closing on Friday with a due date of Monday.At the end of the dayAll she wants is $that she is entitled to and that is all she asked for we just missed the day. Changes have been made in our system to help prevent our customers from ever feeling this way again and we are taking a more personal and sensitive method of additional fees in the futureThankfully these types of reviews are rare and can almost completely be avoided with patience and better communication

The updated reciept showing paid in full was emailed and we recieved confirmation it was delivered.

It was determined that USPS delivered the package to the business in the same complex next door. The customer has been contacted and issue has been resolved to his satisfaction.

Mr [redacted] purchased a residential telescoping flagpole on November 26th for $270.  It is a very nice product and the best we could recommend for the cost he wanted to spend. His flagpole comes with a 15yr MFG warranty even in bad weather.  This warranty was explained to Mr. [redacted] at the...

time of his purchase and he agreed to purchase the product.  Mr. [redacted] had a storm and his flagpole was installed in a high wind area by a lake.  The flagpole bent and the manufacturer has agreed to replace/repair his flagpole because it is under warranty. Mr [redacted] method of installation and health have no bearing on the manufactures warranty. Flagpoles Etc. accepts no responsibility and stands by its manufacturers decision to replace/repair his flagpole.  He is not entitled to a different product or refund.

We have no record of Mr. [redacted]'s original complaint, return of a product or any follow up phone call.  The light he purchased comes with a 90 day warranty and he may have been speaking with the manufacturers customer service due to the fact that his complaint was filed within the 90 day...

warranty period. Please ask Mr. [redacted] to provide proof of the return and we will try to find his returned product and replace or refund.

Mr [redacted] issues have been resolved.

[A default letter is provided here which indicates your rejection of the business's offer. 
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I a* rejecting this offer appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]You sent the replacement out on the 17th  how can you say that that isn't enough time, when you told me in the beginning that when you received the damaged one back you didn't know where it came fro* and you didn't have my information. when I questioned you on how the replacement was sent if you didn't have my info and didn't know where the return came fro* you replied there must have been some miscommunication, out of all the exchange of emails we have had (and there has been at least a week with no response)  I feel you didn't  act on a timely [redacted]er. Why didn't you notify me on the 16th, do you not check you emails and reply in a timely [redacted]er? I don't feel I should have to pay for your mistake, as a place of business I would think you would follow up and stay on top of things better. I have spoken to the freight company on several occasions, not to mention you had told me they were charging me storage on that replacement, which I found out differently, then when I asked about my credit back to my card you then replied you hadn't received the pole , I know if they were adding a fee for storage that pole didn't stay there long. you then told me you were waiting on the freight bill. I don't think you have been completely honest about this situation.[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.  The matter has been resolved to my satisfaction and I consider the situation closed.  There should be no further need for the business to respond. 
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]