Fumfie

Hello [redacted]
We apologize for the inconvenience as we strive to make each customers experience a great one. The product had shipped out and there are times when the trucking company loses or misplaces the appliance that was shipped. The trucking company ships trailers for not...

only our company but several other companies as well. With the trucking company not wanting to take blame, they may say "theyre truck broke down" or " the company has not released it to them". This is unfortunate and we are taking the necessary steps to ensure our customers receive the best experience possible. When our Billing Department went ahead to refund the account, they received notification that a dispute/chargeback was left by the customer. Unfortunately when a dispute/chargeback is left, the funds are already removed from our account. We always make it a point to compensate a customer anytime they have not had a great experience. We consider this matter resolved. 
Best Regards,
Fumfie Home Appliances

Our Dear Valued customer,
 
We are willing to have this camera inspected again and forwarded for a repair, however we cannot provide you with a refund of $2500 for the product that has been in your possession for almost 7 months. This return would no longer fall under our standard return policies and as a result, we are able to accept this as a buy back and offer a refund/ payment of $2000 instead. We only offer such services, because we value you as a customer.
As previously mentioned, the last time we had this camera serviced and inspected, it was concluded that the camera operates up to manufacturer specifications. If you wish to keep the entire bundle and simply forward it to us for a repair/ inspection, we would be more than glad to provide you with a free accessory bundle, in addition to what you have already received. On top of that, we are more than happy to provide you with a partial refund of $25.
Our staff is more than willing to work with you to resolve your complaint. Our best interest is to provide complete customer satisfaction, even if it means that we have to go against our policies to resolve your complaint.
 
Sincerely,
Fumfie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
WOW! What kind of business is this. A business that blames the fault on their customers. Please allow me to make it clear, originally, the "unboxing" video was recorded for Youtube purpose. My son was so excited to receive this lens; he wanted to share with his fellow photographers. That is the whole point. If the business can think of the way to open the box from the bottom and exchange the item inside, well, this business is GENIUS. Please STOP assuming. Stick to what we have here. The item is clearly INCORRECT. The video is just a coincidence; fortunately, it is a hard evidence in this case.
This is an "incorrect item inside the box" case. It is not a "lost package" case. If the package is lost, then I would be happy to work with UPS. In this case, please understand the situation here. The business shipped me the incorrect item and they want me to work with UPS to resolve the issue. Sorry, I cannot. In my point of view, UPS is a courier company. They delivered the package to the right recipient and they did the right job. That is the reason why I refused to comply. Plus, I do not want to deal with all the hassles here. The business shipped the wrong item and now they want the customer and UPS to work together to resolve the issue. In the first place, the customer and UPS did nothing wrong and now we have to resolve the issue. The business is just sitting there and wait for the result. That is NOT right.
As for [redacted], [redacted] accounts, I do not have to give you any kind of info. I sent several emails to ask this business why do they need this kind of info. They did not tell me why. Everything is still in my mailbox. I will be happy to forward those emails to Revdex.com at anytime. Again, Fumfie, please stick to what we are dealing here. If you need those information, please tell me why. Then, I will be happy to answer your questions.
The business said they are reputable company. I am not arguing. I am just saying this is my first time and It will also my last time to do business with this company. Please do a quick Google search for with the keyword "Fumfie". You will be able to see a screen full of COMPLAINTS and ISSUES with Fumfie. I was so wrong. I jumped into the deal just because of their great price. I did not check their reputation online. Many photography websites and forums have threads about Fumfie. They all say that Avoid/Stay away from this business. Apparently, I have to agree.
As a side note, Revdex.com should remove the A score from Revdex.com website. An "A" business will never blame their fault on the customers. An "A" business will work with customers to resolve any kind of issue. An "A" business will never hire someone who would yell at the customers over the phone. Very poor customer service.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,The customer signed for the package without any notification of a damage or dent. By the customer signing for the unit, the customer agrees that the units are in brand new condition. Although the customer first notified our company 4 months later, we have still done everything in our power to make the customer happy although we are not liable. We have since sent the customer a replacement door after receiveing approval from the manufacturer. We now consider this matter resolved.Best Regards,Fumfie Home Appliances

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

Like I said, I already understand the legalities of this. My point is that, this signature release was not my fault, and I am upset about the fact that after all the money I have spent, neither Fumfie or [redacted] care about anything but the legalities of the situation. This is a unique scenario where I was not responsible for making the signature release but because it is my account I am being held liable. Again, I understand the legalities, but was hoping for compassion from either company, to see my situation, understand it is very unfortunate and be able to help prevent a small business owner from suffering such a terrible loss. My losses from this extend beyond the cost of the product - I am losing clients as we speak because of this. I just don't feel it is right, whether it is in the fine print or not, to not hold your company more accountable for safe delivery of the product you are selling. Situations are going to happen, and GOOD CUSTOMER SERVICE is going outside the bounds of what you are liable for to help out your customer and ensure that if ever a unique and unfortunate situation like this arises, they can count on you to help them out. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

The product this customer purchased was a DJI Inspire 1 Quadcopter with 4K Camera and 3 Axis Gimbal. This customer is claiming that the product was received damaged right out of the box, they claim to have never flown the product. We asked for photos from the customer which can be...

used to support their claim, one of which we attached to the response of this complaint. The picture shows many scratches to this drones camera mount and extremely bent connector pins and we are confident in responding with 100% certainty that severe impact damage like this could have only be inflicted by a crash landing. It is unfortunate that the customer damaged their product during their first week of usage, but this type of damage occurs very often to products like this; these products are meant to be used under extreme circumstances, and extreme damage and losses can be a result from usage. This is why we have the following policies specifically listed on the website: PLEASE READ: For Recreational and Photography Drones  - We recommend you follow all manufacturer directions and have some type of practice or training operating these products.  If protocol is not followed to the letter and if you do not have any experience operating them, you run the risk or crashing the drone or even worse the drone may end up fly away on its own. If this happens, this purchase is not refundable, when buying this drone quad-copter and by using this drone quad-copter the purchaser and user assumes all risk should through operation any damage or loss occur. Our policies also state: We do not accept returns for refunds or replacement on the following items: Go Pro Cameras, Recreational and Photography Drones, Beats or any other manufactured Headphones or speakers, all  Apple products. NOOK and Kindle Tablets. videos tapes. underwater equipment or any products that were submerged in water. Before purchase of these items, please read the manufacturers warranty and contact the manufacturer with any questions related to warranty coverage on items purchased below MSRP. Inspect the product for a defect as soon as it has been delivered to you. If defective out of the box please contact us immediately and we will assist you.The product that was shipped to the customer was brand new sealed and never used. Please close out this claim because we are not responsible for any damage incured from usage of this non-returnable product.

Hello,
We apologize for any inconvenice you have been through. When you last spoke to [redacted] on Friday, he informed you he will check into this and come to a resolution for you. That is exactly what [redacted] did. Your tracking number was being prepared on Friday, and is supposed to be...

automatically emailed to you by our computer system. Sometimes that email does go to the spam folder. Your order was shipped out today with AM Trucking and the tracking number was [redacted]. As you can see by logging on to [redacted], the unit is currently in transit. We tried contacting you a few times today to compensate you for the delay. If there ever is a delay, we always go above and beyond to make things right. I understand when an order is delayed, it gets frustrating but we ask for you to give us the opportunity to make this right for you. Once again, you can check the AM Trucking website to see that the unit is currently in transit. We look forward to your response and coming to a swift resolution.
Best Regards,
Fumfie

Hello,
[redacted] placed his order on 9/*/14 and chose to cancel his order on 9/*/14. Normally once an order is processed and a customer decides to cancel, if Fumfie is not late on shipment, a 3% merchant service fee is charged. We waived the 3% fee for [redacted] The order has been...

refunded and the details of the refund have been automatically emailed to [redacted] We also would love to compensate [redacted] for the way this has transpired, as we look forward to doing business with [redacted] in the near future. We consider this matter resolved.
Best Regards,
Fumfie Home Appliances

Hello,We have spoken with [redacted] and apologized for the inconvenience. We have been in contact with [redacted] and will continue to do so until it is resolved. Our Billing Department is currently investigating this matter and should have a resolution within the next 1-2 business days. We...

will also be compensating [redacted] for her patience and understanding.Best Regards,Fumfie Home Appliances

Hello,It was a pleasure speaking with you earlier today. Being that the damage has been reported 4 months after delivery was signed for and accepted, it will be difficult to get approval for a door replacement but we will definitely do our best to make this happen for you. Our goal is to...

make sure all of our customers are completely satisfied. Even if a customer has an issue weeks or months after the fact, we will never turn away a customer and always try to resolve the matter as best we can. We consider this matter closed. Best Regards,Fumfie Home Appliances

I am sorry, but I think you are misunderstanding what the points our representative was trying to relay. We are not an authorized dealer, as evidenced by our below msrp pricing.  As our web site states on every product listing page, a 1 year limited warranty comes with every order, this warranty is covered directly through us the seller. The reason why we offer the 1 year limited warranty is because the manufacturer covers their own warranty, only when purchased through authorized dealer. Authorized dealers charge higher prices and are required sell sell at MSRP and not below. This is the main reason why customers shop with us, because of our rock bottom prices. We offer discounted prices to customers because this industry can get quite expensive when upgrading and making equipment purchases. The manufacturer wants their product sold at higher prices and only cover the warranty when the product is bought at msrp and from an authorized dealer. that is why upon submitting any warranty they want a copy of the invoice showing proof of purchase. We have caught this manufacturer in many lies to customers, trying to get the customer to return the product to the merchant they bought from and directed them to buy from an authorized dealer. This manufacturer ever said to customers that even after the 1 year manufacturers warranty is up they will still not touch the camera for a repair. This was another lie that was misinformed to customers, you can call up any authorizes service / repair center in your area and ask them, if after my 1 year warranty is no longer valid, would they work on the product if it needs to be repaired. You will be pleased to see that they will work on your camera.

Hello,
We apologize for the unexpected delay. Due to the recent Holidays, we have been slightly off schedule the past few weeks. An order cancellation must be confirmed over the phone. We will reach out to [redacted] to have this taken care of. We now consider this matter resolved.
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Best Regards,
Fumfie

Hello,After continuously reaching out to [redacted] with no success, we were notified that a chargeback was left by [redacted]. Once a chargeback is left, the funds are already removed from our account. We consider this matter closed.Best Regards,Fumfie Home Appliances

Hello [redacted],
It was a pleasure speaking with you and I am happy to know that we were able to resolve the matter for you. Please remember to contact me directly once you have both the refrigerator and range serial number's so I can setup your free warranties as compensation. We...

always make it our business to make sure our customers are completely satisfied. Although it cost us more to do, we shipped the range on its own at no extra charge, while the customer agreed to wait for the refrigerator. Most companies out there would not even consider shipping one piece at a time. We have since refunded the customer and provided compensation. We consider this matter resolved. 
Best Regards,
Fumfie Home Appliances

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
1. Something much more evident was agreed to when I placed the order for the television and that was the statement on my invoice which stated:
 “Total Package Price (including handling and insurance): $849.95”
Furthermore, there was:
“Total Order Price: $849.95”
Again, this business falsely advertised this product.  The above excerpt from my invoice specifically details that my order, including insurance, will cost me $849.95.  The invoice containing the above information is attached for review.
2. I did not solely request that my order be canceled.  Initially, I requested that I be sold the item I ordered as advertized ($849.95) and not be charged any extra costs.  I specifically stated this to [redacted] when I spoke to him over the phone.  He then told me that he would speak to his [redacted] and see what he could do.  I ended the conversation by reassuring [redacted] that if I would not be sold the television for the amount that was advertized on the website, and coincidentally, the amount that was on my invoice (please reference above) to cancel my order.
3. [redacted] says there is nothing more Fumfie can do for me, but this is untrue.  This organization can accept the fact that they intentionally misled me by providing false information on the invoice and claims to “free shipping” when they later attempted to charge “shipping insurance” in the amount of $99.  I would like the television for $849.95 as advertised and as my invoice stated.  My request for an honest transaction “cannot be any more clear.”
Respectfully,
[redacted]

We had shipped out a Canon EF 70-200mm f/2.8L IS II IS USM LENS with Serial number [redacted]. This customer is unwilling to cooperate with this $2000 fraudulent investigation. This investigation cant not be carried out properly if this shipping box was shipped to us and if this...

customer is unwilling to COMPLY with the UPS investigations department than there is nothing FURTHER that we can do to assist the customer. It is extremely convenient and somewhat strange that video was taken at the time of the claimed"unboxing", however it had not been sent to us for review. However, even if we received the video this wont change the fact that the recipient could have opened the box from the bottom and replaced the product we sent with a different item. If this was done than the top of the box looks unopened perfect for an "unboxing" showing an item that would appear as being received was incorrectly shipped out. We do not commit fraud, we are a reputable company. We do not carry this product that this customer claims they had received from us (a coffee mug). We asked this customer for evidence to assist us in our own internal investigation like, a copy of their purchases from marketplaces like [redacted] and [redacted] and any other marketplace, e-commerce or retail purchase, however they were unwilling to comply again. If this were to go to court we the burden of proof would be on the customer and we would seek discovery and ask for more evidence to prove beyond a reasonable doubt that this customer is not perpetrating wire and mail fraud. If this customer is unwilling to to comply with all aspects of the investigation into this matter than please consider this case closed. Thank You.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
It was actually somewhat difficult to understand this
message from Fumfie, but my attempt to decipher it’s intent has led me to
believe they are again attempting to fall back on their crutch, stating that
their “policy” is so clear.  This “policy”
was nowhere in view during the checkout process.  You advertise “free shipping”, which in the
customers mind means it will arrive free of charge.  However, prior to sending out the order you
email the customer and instruct them to call Fumfie where they are privileged
enough to speak to some ill-mannered customer service agent who attempts to
charge nearly $100 to have your order sent out—nothing about this is “free”!  If shipping insurance is required to be paid,
but you are attempting to make the customer pay for it, you cannot advertise
“free shipping”.  In my case, you did
this and now I want what I ordered and what was advertised.  If you charge for shipping make it known
during the checkout process, do not attempt to hide it within the fine
print. 
Fumfie stated clearly on my invoice that they intended
to charge me $849.95 for the television, shipping, and insurance.  This did not happen because they refused to
honor their advertisement and honorably execute the shipment of my order.  They deceive their customers, and worse, they
do nothing to accommodate their customers when they are unhappy with the lack
of service they were provided. 
[redacted]
 
 
 
 
 
Sincerely,
Jarrod White

[redacted],As per your request we refunded your payment in full on 3/**/15 in the amount of $1499.94The refund transaction id isRefund (Unique Transaction ID # [redacted])As stated in our policies although we no longer have your funds the issuing bank can take 3-7...

business days to post the refund on your accountThank You and please consider this closed as a FULL refund was applied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that...

my complaint has NOT been resolved because:

I thank you for your efforts to help me with this matter.  As of today11/**/2014 the refund does not show up on my credit card account.  I will check again in a day or two.  I believe that you should investigate the [redacted] site as they are advertising items at a price that cannot be delivered.  I am not a lawyer, but this looks like false advertising to me.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Hello,We have spoken with [redacted] and are having this matter resolved immediately. We apologize for the inconvenience and will be compensating [redacted] for the delay. We consider this matter closed.Best Regards,Fumfie Home Appliances