Florian Tools

Complaint: ***
I am rejecting this response because:
Very aggressive and threatening responsePerhaps this will help
1) Company immediately determined I damaged pruners by misuse. This determination was made via email. Amazing, and in violation of *** State Fair policy
2) Purchase was made by credit **rd that I will now **ncel. Perhaps this will remind the company about better record keeping (I did not pay **sh so what else are they making up) and warranty promises
3) I am filing a complaint via *** State Fair and the Attorney Generals office.
4) If necessary, the company **n visit me via small claims court here in *** to view the documents in person
5) It is I who have been more then gracious by purchasing their product
Sincerely,
*** ***

I have responded with an offer to replace the pruner with proof of purchase, a picture or the pruner itself The customer has not provided any of the aforementioned
I have been in touch with the **l state fair and the manager has a pruner en route to her as we speak She will take the damaged pruner back from the customer and give him the new one He would not have to send it through the mail, he **n just go to the fairgrounds If the customer does not want to do that, then I am at a loss as to what else to do The customer has threatened to deny his whole payment of $for the issue over the pruner he purchased for what he claims is $ the retail price on it is $38.75, show price $
He has accused us of not paying our ** state Sales taxes We have collected paid them faithfully for over years to the state of ** It is unjustified and negligent to accuse of something he has no proof of
If the customer does not want to pick up the new pruner at the fair office, then I am at a loss
We do apologize for the issue he has had with the pruner and would like to make it right if he would let us the solution is stated above

Complaint: [redacted]
I am rejecting this response because:[redacted]
Thank you for your prompt reply, sorry for my lengthy reply.
As a consumer who had waited over one year to purchase your products, you **n see how disappointed I am with the overall experience.
As a consumer I owed you, the merchant one tangible shot to make this right.  One wholehearted best effort to make things right.  However, if the merchant breaches that commitment, then the consumer has no option but to simply escalate the matter. Your very first email response from your customer service representative breached that trust by accusing me of misuse.  Sight unseen.
Again,  I return to my very first email.  Simply inquiring as to how I return the pruners for a replacement under your warranty period.
Without any knowledge of the damage, I was immediately accused, by your customer service representative of "misuse" thus voiding the warranty. If I wanted a replacement, than that will be $14.00.   I will still like to know how a company **n make that determination simply by email?  Obviously it is at this point that your breach of trust began.
I asked the customer service representative to escalate this to a higher level as I felt I was not receiving a fair and honest resolution by your company.
In a follow up email, your customer service representative wrote back to me that the company was going to replace the pruners and that she simply needed my address to "expedite" the shipment, with a passing comment that I will have to return my damaged pruners.  Never did she say I had to return my pruners first as you **n understand, that would have virtually eliminated the very term "expedite".   I waited over two weeks before I inquired into the whereabouts of the replacement pruners.  It was only at this time, I was informed that I had to return mine first!  This is your second breach of trust with your company.
In your reply to the Revdex.com you indicated that I have failed to provide proof of purchase.  (But never in any of the emails did anybody ask me to produce my sales receipt). Sorry you have no record of my purchase.  This is a **sh and **rry purchase with no evidence of purchase.  Now there appears to be a different story once you realized I actually used a credit **rt.  This is your third breach of trust with your company.
Now you know that I purchased my items with a credit **rd a simple research would have indicated my total purchase because I have both the credit **rd receipt and an itemized sales receipt from your vendor.  You indicate that the charge would not indicate what was purchased? A a simple cross check of your copy of the sales receipt to my charge receipt would produce this result without me having to prove I bought anything from you.  This is the fourth breach of trust with your company.
You **nnot locate the sales receipt to match with my credit **rd payment. I do not have that problem I have both.Never
once as a company have you said I am sorry, a new set of pruners are in
the mail, please send yours back as soon as you receive your new set. 
That is what a first rate company would do.  I fairly and honestly purchased over $145.00 of your product that you promised to guarantee.  You are having a difficult time doing what you have promised, so I will have to do what I have promised.You have insulted me, accused me of misuse, accused me fraud, accused me of having no proof of purchasing your product and you now accuse me of theft if I **ncel my entire order, (which is ironic as your previous email claimed I may never have purchased anything, lack of proof). You have taken a threatening and hostile attitude towards your customer.  You as a company have done nothing that you promised you would do as a vendor at the state fair.
As a consumer, the FTC has afforded my certain rights and I am going to exercise them. 
In addition to the Revdex.com, I have filed a formal complaint with the State of [redacted], [redacted] State fair ([redacted]).  I have requested their help in obtaining a replacement.  I am also asking [redacted] to provide me the opportunity to file a formal complaint with the Board of Directors. I will be asking that you not be allowed to return to the state fair.
A complaint has been filed with the State Attorney General's, consumer protection office this morning and I have been instructed to file a complaint with the [redacted] State Board of Equalization regarding your apparent lack of record keeping in regards to receipts and possibly State tax collected.  I am only too happy to comply with that request as well.
I feel that if I send the pruners off to you first, based on my previous contacts with your office and your ability to retain paperwork, I will not get my replacement, you will claim they were never received and I will loose my ability to protect myself.
You as a company, need to step up to the plate and honor your warranty.  I would have sent the pruners right off after the first email if you did not come right out accusing me of misuse.  Now the onus has move onto your company.  You **n send me a new set of pruners (red) in which I will return mine once the replacement is received.  Otherwise I have no option but to protect my consumer rights and stop payment on the entire order and continue with my complaints to the various state departments.
I am a fair and honest person. I will give you the option of appearing in [redacted] Small Claims court if you would prefer?
Is this really worth it over $14.00 of replacement parts?
A copy of your response as well as my follow will be sent to [redacted] for their records.
I look forward to your prompt reply. 
Sincerely,
[redacted]

For security reasons, we do not have your full credit **rd information.  The records are not detailed, as there is just a full amount charged at the show and we are unaware of what was purchased.  If you are **ncelling the whole order, then we would need the product back.  If you deny the charge, then anything else you purchased would be deemed free.  Did you not purchase other items that you are pleased with?  to deny the entire charge for the one $35 item would be wrong.  If you would allow me, I would be more than happy to replace the pruner, but you have to return the one that is damaged, as I have said before.  The fact that you are escalating this to small claims court after we have made the offer to replace the pruner if you return the one you have is outrageous.

We requested the tool be sent back to us so that we **n assess the tool.  WE also requested a proof of purchase, as the tool was **sh and **rry at a state fair.  A picture of the tool was requested, in lieu of the prior items, none of which he would send to us.
 
He...

demanded we send him a new one out without any proof of purchase, pictures, or the tool.  If we **nnot ID the individual, or see the tool, we **nnot just send a tool to whomever requests one.  We have been more than cooperative with the customer, but he will not do anything we request him to do. 
 
We are prepared to send him a brand new pruner, gratis, but he will not send us any measure of proof that the tool is bent or that it was purchased.  Our blades are made of hardened steel.  If it bends, then there had to be some major source of pressure applied to the tool.  If there is a defect of some sort, we need the tool back in the factory to as and rectify if there is a problem.  If he would just co-operate with us, we will gladly send him a new tool - this is not in response to his complaint with the Revdex.com, but a policy that we have had and never had a problem with it for over 50 years.
 
We manufacture the tools here in [redacted] with American materials and labor.  We pride ourselves in good customer service as well as a very loyal following of customers.

Review: $145.00 worth of pruners were purchased at the [redacted] State fair during it's July 2014 run.On the first day of using the hand pruners, the blade bent making them unusable. When I contacted the company via their website customer service, I was immediately deemed guilty of "misuse" without the company ever seeing the damage to the pruners and I could purchase a replacement for $14.00. No objectivity as to what might have happened other then they were sure I misused the pruners and they could not possibly have a defective part.The [redacted] State Fair requires all outside sales vendors to provide a mechanism for refunds. I requested a full refund via email to the same customer service representative. Instead of the refund, the company offered to replace the pruners free of charge, they just need my address to where to ship the pruners.The pruners have not arrived and now the company is saying they will not replace the pruners until I send mine in first. The email indicating that the company would replace my pruners clearly indicated that they need my address so that they could expedite a new pruner to my house and I will have to return my set to the company.All documentation is available for viewing if necessary.Desired Settlement: Obviously I would like a working set of pruners or a full refund as required by the [redacted] State Fair. The full refund would also require the company to pay for return shipping to their facility.

Business

Response:

We requested the tool be sent back to us so that we **n assess the tool. WE also requested a proof of purchase, as the tool was **sh and **rry at a state fair. A picture of the tool was requested, in lieu of the prior items, none of which he would send to us.