Cincinnati Revdex.com,We do feel our customer service representative followed the proper procedures and provided accurate information in regards to the returnAs stated previously the return authorization sent to the customer did clearly state the return would be subject to a 25% restocking fee and would be processed as a merchandise credit for use towards a future orderWe do feel the 25% restocking fee is necessary as the frames were built to order and cannot be resold as a standard itemReturned frames are marked down at a 35-40% rate and sold in our overstock inventory,We have and do still encourage the customer to apply the merchandise credit towards of the many options we have for a natural wood frame as it is our understanding that this is the concern of the customer Frame USANorthland BlvdCincinnati, OH
Dear Cincinnati Revdex.com,In regards to the recent complaint filed by Mrs*** ***, the frame ordered was advertised as an Eco-friendly wood composite on the site, and was clearly marked on both the initial frame page and descriptionI've attached a link to both pages for review:http://www.frameusa.com/category/search/bistro/2?filter=&search=bistro&ty...⇄ our Return Policy (which are included on the initial order confirmation) we did send out a return authorizaton stating a merchandise credit would be processed upon the return of the frames (with the customer being responsible for shipping), and a restocking fee of 25% would be applied (the items were built to order and can not go back into standard inventory; thus we have to sell the frames in our overstock section at the discounted rate)The customer did choose to return the frames and the proper credit of $was applied to the customer's account as a merchandise credit for future orders Please let us know if you have any additional questions, and we'll be happy to provide whatever assistance we canHave a goo day.Sincerely,Frame USANorthland BlvdCincinnati, OH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** This company has no customer service, and the nerve to charge a restocking fee, and I do feel they were advertised wrongly. I will never do business with them again, and just think this little escapade cost me $and they get to keep it all. Wrong, they should at least send me a check for the $38.51, and not put this on a merchandise credit. If they do this with all returns, which they say is there policy, they are ripping off the consumer. This is wrong!!!!!!! They are keeping my money unjustly, knowing I will never use them again in the future. I think as a Revdex.com policy, you should look into why they are refusing to return what rightfully is mine!!! Please look into this again, and have them mail me a check for $38.51. Thank you,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I still stand by the fact that my 38.51 should be mailed back to me, and I may use it anywhere I want to!
Cincinnati Revdex.com,We do feel our customer service representative followed the proper procedures and provided accurate information in regards to the returnAs stated previously the return authorization sent to the customer did clearly state the return would be subject to a 25% restocking fee and would be processed as a merchandise credit for use towards a future orderWe do feel the 25% restocking fee is necessary as the frames were built to order and cannot be resold as a standard itemReturned frames are marked down at a 35-40% rate and sold in our overstock inventory,We have and do still encourage the customer to apply the merchandise credit towards of the many options we have for a natural wood frame as it is our understanding that this is the concern of the customer Frame USANorthland BlvdCincinnati, OH
Dear Cincinnati Revdex.com,In regards to the recent complaint filed by Mrs*** ***, the frame ordered was advertised as an Eco-friendly wood composite on the site, and was clearly marked on both the initial frame page and descriptionI've attached a link to both pages for
review:http://www.frameusa.com/category/search/bistro/2?filter=&search=bistro&ty...⇄ our Return Policy (which are included on the initial order confirmation) we did send out a return authorizaton stating a merchandise credit would be processed upon the return of the frames (with the customer being responsible for shipping), and a restocking fee of 25% would be applied (the items were built to order and can not go back into standard inventory; thus we have to sell the frames in our overstock section at the discounted rate)The customer did choose to return the frames and the proper credit of $was applied to the customer's account as a merchandise credit for future orders Please let us know if you have any additional questions, and we'll be happy to provide whatever assistance we canHave a goo day.Sincerely,Frame USANorthland BlvdCincinnati, OH
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** This company has no customer service, and the nerve to charge a restocking fee, and I do feel they were advertised wrongly. I will never do business with them again, and just think this little escapade cost me $and they get to keep it all. Wrong, they should at least send me a check for the $38.51, and not put this on a merchandise credit. If they do this with all returns, which they say is there policy, they are ripping off the consumer. This is wrong!!!!!!! They are keeping my money unjustly, knowing I will never use them again in the future. I think as a Revdex.com policy, you should look into why they are refusing to return what rightfully is mine!!! Please look into this again, and have them mail me a check for $38.51. Thank you,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I still stand by the fact that my 38.51 should be mailed back to me, and I may use it anywhere I want to!