Foust Landscaping

Hi Revdex.com,The customer placed an order with us for a set of Groove Tubes power tubes We filled the order and shipped the pair of tubes to him as requested Shortly after receiving the tubes, the customer contacted us because he wanted mid-rated tubes and the set he received was on the high end This reason for return was recorded by our associate in the return authorization and we were going to send a mid-rated replacement upon receipt When the tubes arrived back to us, they were unfortunately broken We contacted the customer to let him know that we cannot accept broken items that are returned and suggested he make a claim with the post office The return was shipped back via Priority Mail, which is automatically insured for $ The customer yelled at our office supervisor and claimed the tubes had arrived to him broken The office supervisor tried to explain to him that items that arrive broken must result in a claim with the carrier instead of a return authorizationShe pointed out that there was no mention of the tubes being broken in the return authorization The customer then claimed he told our representative they were broken, but our representative did not make note of this in the RMA and, after speaking to our representative, he is sure there was no mention of damage or he would have filed a claim As with all products, we cannot accept them as a return if they are broken We suggest the customer files a claim with the carrier As we tried to tell him, we have the package and all packing material in case the post office wishes to inspect it in their investigation.Thanks,Mike K***

We tried to explain to this customer that the reverb unit he returned was damaged beyond being able to sellThe screws appear as though they were screwed in through the metal or the tank was violently pulled upon after installation, resulting in damageThe item is not resellable as it clearly
shown signs of useI've attached a screenshot of the return policy from our website, which can also be viewed at *** by clicking on the "What is your return policy" questionThe first sentence states, "All items in our catalog are guaranteed to meet your satisfaction or they may be returned within days for exchange or credit, provided the item is in resellable condition." I've included three pictures showing the damage to the productI've also included a picture of a new, unused reverb tank for reference.Also attached is our correspondence with the customerThe customer's responses were filled with profanity and berated our employeeOur employee was very courteous and tried to nicely explain why we could not accept the returnOur employee even had a custom box made to get the item under a pound, reducing the return shipping as much as possibleThe customer angrily responded with a profane and demeaning reply, demanding to know who his supervisor was and threatening to contact the Revdex.comI took over and wrote the final reply that we completely disagree with the customer, but we do not wish to subject our employees to further vulgar correspondence and we're going to pay the return shipping to end the problemThis was exactly what the customer is requestingI also requested that the customer not contact us furtherThe tracking number for the return to the customer is *** and it was tendered to USPS yesterday.I feel we went above our obligation on this and respectfully request that this case be closed without any negative effect on our Revdex.com rating.Sincerely,Mike K***

Hi Revdex.com,The customer placed an order with us for a set of Groove Tubes power tubes.  We filled the order and shipped the pair of tubes to him as requested.  Shortly after receiving the tubes, the customer contacted us because he wanted mid-rated tubes and the set he received was on the high...

end.  This reason for return was recorded by our associate in the return authorization and we were going to send a mid-rated replacement upon receipt.  When the tubes arrived back to us, they were unfortunately broken.  We contacted the customer to let him know that we cannot accept broken items that are returned and suggested he make a claim with the post office.  The return was shipped back via Priority Mail, which is automatically insured for $50.00.  The customer yelled at our office supervisor and claimed the tubes had arrived to him broken.  The office supervisor tried to explain to him that items that arrive broken must result in a claim with the carrier instead of a return authorization. She pointed out that there was no mention of the tubes being broken in the return authorization.  The customer then claimed he told our representative they were broken, but our representative did not make note of this in the RMA and, after speaking to our representative, he is sure there was no mention of damage or he would have filed a claim.  As with all products, we cannot accept them as a return if they are broken.  We suggest the customer files a claim with the carrier.  As we tried to tell him, we have the package and all packing material in case the post office wishes to inspect it in their investigation.Thanks,Mike K[redacted]