Garcia Drywall

Initial Business Response / [redacted] (1000, 11, 2016/09/16) */ Hi, Regarding tbis case, the customers emails were being filtered in to our junk mailbox and so we hadn't responded which was the cause for this complaintUpon hearing about the issue we immediately refunded the customer and sent a return label for their product Thanks:: Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did give me a full refund as well as return labels

Hi,We apologize that the order could not be delivered before ChristmasWe make these canvases in house for the orders and we had a backlog during Christmas that was too far out to have the delivery by thenThe product description did state that the delivery time was 5-days at that time.When the first item arrived the customer said there was a problem, we made a replacement to send without having the first one sent backThe second one arrived and the customer didn’t like that some of the letters on the image wrapped on the side of the canvasWe sent a return label and will refund the item when it arrives back to us

Hi,Ms [redacted] made a purchase from us on December 3rd Within the description of the products we guaranteed delivery before Christmas, with the following language"We are guaranteeing delivery in time for Christmas on this model for orders placed prior to December 10th Orders will ship as soon as possible and usually be delivered within 2-days of order if the color choice is in stockYour patience is appreciated as our inventory is constantly being replenished as fast as we can get it in We are constantly cycling in stock of all the colors that we can get from the manufacturer Some colors may not be available closer to the holidayWe will email you if the color you chose is not going to be available prior to Christmas and give you available choices for a second color choice If we are unable to reach you or get a response on a second color choice we will send a randomly selected color in place in order to honor our delivery guarantee Please note that if we have to do a random color selection as a result of non-response for a second color choice that it will not be considered cause for a return however the color can be exchanged if the board is brand new in original packaging, unused, however you will be responsible for the cost of shipping of the exchange Please see our return policy for other return informationThank you for your understanding and support of ManSeeManWant.com!"We have an electronic follow up confirmation email after the order We also emailed regarding the updates (as we believed them to be at the time) on the 8th, 12th, 16th, 17th, and 20th at leastWe have a voicemail answering system that does direct customers to send an email for matters regarding orders they placed This is because we are a small business and have a hard time keeping up with the call volume at peek times, but more importantly is for an electronic record of the matters, as well as to allow us to answer questions in the order they are receivedTwo of those emails came from me (the business owner) directly Explaining in the first that we still planned to meet the Christmas guarantee and second to explain in more details the delay and situation we were in and reassuring that the guarantee is that the customer get the order by Christmas or it is free Being the owner, I prefer not to give too many items away for free, so my intention was still to have the item delivered on time The item is getting delivered today, 12/as promised via [redacted] tracking number [redacted] Ms [redacted] did inform our customer service email that she hoped it would be sooner than Christmas as it was actually a birthday present for her daughter This is something we did not foresee being a problem at the time that was sent and we said we would do our best We appreciate that she told us that was our hope and we would normally have met that without a problem However, our guarantee when she ordered was in fact based on delivering before the 25th which we are in fact doing I reached out to Ms [redacted] several days ago, but I believe after this complaint was sent and explained the situation further and I think helped to make the situation more acceptable for her, I hope! I apologized (without knowledge of this complaint) for several things including our response time as well as the reason she had gotten more than tracking number and they were not yet showing movement I believe that we have resolved the issue and she understands the issues that led to this complaint.Thank you

The following is a timeline explaining the events of this transaction and our attempt to work with our customer in the hopes that we could satisfy them given the situation Friday, March 17th at 11:am, customer received an order for a hoverboard they had purchased.Saturday March 18, We received the following email from the customer regarding their order, “Received my hover boardHaving a problemWhile riding it will do a jumpy vibration? I did a recalibrate but that didn't help? Is this a defect or what do I need to do to correct it? “We responded, asking if the riders weight was enough to hold the board from being jumpy.The customer responded, that the person riding it weighed almost 70lbs., which is enough (Specifications say riders lbs.- lbs.) Monday March 20th We requested a video of the issue.Wednesday March 22nd The customer responded, “I don't have a videoI went to park Sunday to see how it would do with some riding? Almost immediately went to stop to get off, started it jumping, stepped off, it started twirling crazy, tried to grab it to stop it , wheel went up arm burning it! We have another Hoover board that has never done anything like this one is? Something just all wrong somewhereI would like to exchange it for one that's right or get a refund?”Thursday March 23rdWe sent a return label and do agree with the customer that we indicated we would get it replaced Granted we hadn’t seen the board or inspected it, we should have been more specific regarding our return policy within that email and clarified that it really depended on the item doing the things that they said it was doing and being unfixable.April 1We got the item back and it seemed to work fine actually, but sometimes the boards are a little peppier, which for a lighter weight rider could at times be jumpy The reason for this is because of the length of a small rubber sensor that is under the footpad It’s a very simple adjustment that doesn’t involve any of the electronics which were all fully functional To attempt to adjust to help our customer, we did replace that part, tested it again to assure it was working, and our warehouse sent it back April 5th The customer received the item backThey emailed asking why they didn’t get a new one We replied stating that the sensor was replaced and it worked properly April 6th The customer emailed saying the problem still existedWe responded and said they may have to reset the balance again after it had been shipped and gave some other tips The email also said, we can still replace it if that doesn't work, but that we rode it ourselves to test before it was sent back and worked properly.April 7th Customer said they don’t want to replace, the want a refund because it doesn’t work properlyWe replied, “Okay, please send us a video of it not functioning properlyWe will need it to have the manufacturer warranty the product to be refunded.”Customer replied back, “I don't have a video! I believe I have a day replace or refund? My granddaughter hasn’t been able to use her birthday present sine it came in the mail! Please send me a return postage for a refund.”We sent the following detailed message explaining our return policy I also want to reiterate that when the item was originally sent back to us, it was fully functionalWe changed a rubber sensor to adjust the sensitivity given that we knew the rider only weighed 70lb We did that to offer good customer service, not because it wasn’t working.“I am trying to help I promiseJust want to note a few things firstThe return policy is days with some exceptions which your item falls under referenced below"To be eligible for a return, your item must be unused and in the same condition that you received itIt must also be in the original packaging.""Additional non-returnable items:Sale items, ...." Your purchase was on clearance"Only regular priced items may be refunded, unfortunately sale items cannot be refundedIn certain circumstances, they can be exchanged if they are unable to be repaired (if used)"“We are trying to make an exception, and understand that a kid not being able to use their cool hoverboard is frustratingSince I rode the board and know it was working properly, at least before we sent it back, I think that it is either that the board needs reset or isn't being ridden correctly possiblyThey take some time to get used to and figured out sometimesI just don't know that it is a faulty productit may be, but without seeing what it is doing it's impossible to knowWhen we have situations like this, when we can't get a video, I also have to point out another part of our return policy which is, "Items returned that are not in the condition as described in the return request will not be refunded and customer will be responsible for paying shipping costs in order to have item returned." This isn't a way for us to make you keep a defective item, it's just to make sure that we don't have customers that use a hoverboard for several weeks, say it doesn't work and send it back fully functioning in a severely used condition for a refund Or not troubleshoot issues that come along with being a hoverboard owner and then send us a used board back I'm not saying this is you, but that is why we have the policy.”Customer responded, “I contacted you immediately of the problemI received a defective product from the get gYou say you repaired but it's doing the exact same thing! We own another Hoover board Have never experienced this problemIt's not being used by a person who doesn't ride on one regularlyYou can say you fixed it but when it's obvious it's not, I believe it is a lemon!I bought a product I expect to be able to useThis has seen minutes at the park before it really went crazy when trying to dismount! I believe you should replace with a new, different hover board or refund my moneyThis is a defective item!If we can't come to an agreement, I'll contact my credit company and file a report.Given the following reasons, we didn’t respond back to the last email and waited for the customer to reach back out to usWe had sent a detailed explanation of a return policy that is posted on our website (We didn’t just point them in that direction like many companies do, we gave a human thought out response, and it is a policy we were sticking to, & enough had been said that it seemed we would only be egging on an argumentAlso, given that the person the customer was exchanging emails with, was the same person that personally tested the board and knew it was workingThe customer had been asked several times to show us a video of the problem and refused to send one in This is to request, and really is part of our policy to approve any return or repairAnd it is for the buyers records too, specifically for instances like this, when they say it doesn’t work, and when we test, it is fine It also is necessary for us to get a refund for the warranty from the manufacturer It is evidence we need to make an exception to our return policy and the buyer seemed that they didn’t care about our policy or following any of the steps in this scenario, including filling out our return request form April Customer sent the following email, “Yes it seems your warranty is as useless as the products your selling! Everything's in sale! No warranty! Have to use product to know if it is in working order! No warranty! Useless scam! This Hoover board had issue straight out of box ! I contacted you immediatelyI asked to replace or refundYou say you repaired but has exact problem when taken out of box again! I'm asking one last time to return for a replacement or a refund.” Note: Everything on our site isn’t on sale The title of the item purchase by the customer was “CLEARANCE! $189!! Hawk Hoverboard +FREE Gift +FAST SHIPPING!!!”Note: Customer states the item was defective straight out of the box, however told us before they rode it for some time before they had an issue We replied on 4/17, “It has a warranty and it's from the manufacturer, same as buying any electronic at [redacted] It's not our warranty, we don't make the item, we sell it, same as [redacted] or any other retail store in the countryWe aren't different and asking for you to show us what is wrong is so that we can possibly troubleshoot the issue without the hassle of returning itBut we want you to be happy, I thought some explanation would help, but we can send the return label.” The customer said thank you for the return label but that they wanted a refundApril 18th We responded, “Well as we have explained that isn't what we are doing here and we appreciate your understanding why with the explanations we have already provided.”April 21st The customer restated briefly the timeline and reference the email that we stated that it would be replaced after the original requestAt this point we have explained thoroughly to the customer what we are willing to do and have sent a return label for it to be shipped back and offered to replace it if it really is not working The customer isn’t happy that they didn’t get the response they wanted, but we have offered to make several exceptions to our policies and processes to our customer in the hopes that we would make them satisfied We did make a mistake by indicating that we would replace the item before knowing if it had any actual malfunction, which it did not have when we tested it We hate to have unhappy customers, and are willing to work with our customers to the extent that it is reasonable, and in this situation, we don’t feel the customer has done anything to attempt to work within our policies

Hi,We apologize that the order could not be delivered before Christmas. We make these canvases in house for the orders and we had a backlog during Christmas that was too far out to have the delivery by then. The product description did state that the delivery time was 5-14 days at that time.When the... first item arrived the customer said there was a problem, we made a replacement to send without having the first one sent back. The second one arrived and the customer didn’t like that some of the letters on the image wrapped on the side of the canvas. We sent a return label and will refund the item when it arrives back to us.

brand rejecting this response because: On January 17 the we received the board back and it had a huge crack as seen in the picture.. And you can James's response about the crack acknowledging it and his suggestion was very unreasonable.. As seen in the screen shot he was to send me an outer shell ...which was yet another lie ... Yes my son tested the board to see if it worked ... Because the first one didn't ..and it was his Christmas gift... So I sent the board back to James to get my money back ... Well he refused to refund ... So I ask for the board back ...when we got the board we had to charge it according to James so we did and the board didn't work .... And you see James response it is has it's going to be ... His lies keep growing ... The first lie was about a late response on jan. 17 2017 Due to Chinese new.well Chinese new year this year is on the Jan. 28. See screen shots .Second lie was he sent an outer shell... Ask him to prove that . this hole experience has been horrible .. You can even read a blog about his company received money and never sent the product ... I and that BBB give manseemanwant a bad rating due to his lies and poor business practice

Hi,The customer purchased this item in December for a Christmas gift They said on December 27th they couldn't get it to work We worked with the manufacturer to get a return shipping label to have it sent back to them, and then sent a brand new board back to the customer in January
After receiving the new board, the customer told us it worked but had a crack in it when it arrivedThe sent an up close photo of a crackWe again informed the manufacturer who had sent the replacement to the customer, and were prepared to return the item for a refund However, when the board was sent back to us it was not even remotely close to being in the condition they described It had severe signs of misuse and it turns out the picture they had sent previously was extremely misleading We told the customer that unfortunately this is not going to be something we can return for a refundThere was many signs of obvious use, it was covered in sand and footprints, scratched and cracked from being misused Additionally we noted that the shipping box was not damaged at all, so the crack they sent in the picture wouldn't have been from shipping, but rather happened after the package was opened by the customer The rubber pads on the bottom were ripped off, and bits of concrete rock dust was in the deep scratches and what looked like water spots on it The board did work after it was charged up and tested, but other than the clear damages from use, it was as described We told the customer that because of how it looked from their use, it will void any manufacturer warranty We also informed them that this falls well outside of our return policies posted on our websitePlease find the attached pictures, of the state the board was in when returned.The customer filed a charge-back with their credit card company for the item saying it wasn't as described Upon receiving all the time stamped picture and video evidence that we provided, their bank denied their chargeback Upon hearing this, the customer asked for the board to be sent back to them, which we previously had informed them wouldn't be sent back until after the chargeback was resolved We did send the board back to them via FedEx Tracking number ***, it was sent the same day, and we paid for the expensive shipping out of our pocket, (although the return policy states that the customer is responsible for the cost of shipping in this type of scenario) The customer received their item back on Monday 4/at 3:PM They had the tracking number for the return at the time this complaint was filed, which states that they didn't get their item back This is another instance of the customer being misleading and misrepresenting this situation They were aware that we were holding the board until the Chargeback was resolved, and were also aware that it was scheduled to arrive on Monday when they filed this complaint The customer has since threatened to file a lawsuit if we don't refund their moneyWe have made many attempts to please the customer and to remedy the situation, the customer has continued to have unreasonable expectations and continued to be dishonest about the situation and threaten in any way possible to get a refund for a fairly expensive toy that they purchased and misused We consider the matter to be as resolved as it is going to be

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.This company turned out to be greatEven though I have been having issues regarding shipment, this company has made me a happy customersThe CEO, ***, is great and definitely kept contact with me regarding my purchaseTo ensure I received by item by the promised date, they personally shipped me one ***I am truly happy and hope the item work as good as their customer service and *** Sincerely, A NOW HAPPY AND SATISFIED MOM!!!??????

Hi,We refunded the full amount of this order on December 24th per customers request.  We also sent the $238.72 item to the customer after the refund was given. The customer has since sent an email thanking us for standing behind our guarantee.

Ms. [redacted] Ordered a hoverboard in early June of 2016. We received an email on the 22nd of June that it wasn't staying charged and had an issue with the balance. We emailed a return label the same day to the customers email address to have it sent in.  After a lot of confusion about the return...

label over the course of about 4 weeks, the customer sent the item in.  It seemed to have a bad battery which is something the manufacturer warranty would cover, and the charger had been broken by being twisted while plugged in, (not covered under warranty), and the board had a ton of use, scrapes and scratches consistent with riding it.   We hadn't promised a new board and a battery swap is simple unplug old, and replace with new fix.  After the new battery was in the board was tested for an hour or so riding and worked normally.  We replaced the charger for free, did the battery replacement for free, paid for return shipping to and from our warehouse in Illinois to Florida.  When the customer got it back, they were upset that they didn't get a brand new board.  We explained that it was working properly, and the manufacturer warranty isn't going to cover a replacement in this case.  They later said the board didn't function properly and we should send another one brand new to them.  We asked for a video to show how it didn't function properly.  I even gave her my personal cell phone number for her to text the video to so they wouldn't have to upload it from their phone to an email.  By this time it was Sept 6.  That was the last communication we had from the customer until November 25th.On Nov 25, 2016, at 10:18 AM,Customer Wrote:Hello I'm I don't know if you remember me or not but I bought it for my daughter had a really hard time getting it back to you you send me back the same broken for my daughter's 300 miles from means I have to drive there to pick them up then drive back here send it to you and like I said you text me back the same broken for it then you wanted a video demonstration of you know I don't understand why you just stand by your problem please send me a new hoverboard I pay $200 for something. It's been a problem never enjoyed it um I just feel that you know you're not standing by your merchandise and I would really really appreciate it if you would do something other than send me back the same broke and bored and I don't really want to go through the hassle of having to send it back to you because we talked about that it's a fire hazard they can't be sent to you and all the problems that I had so you know I would really appreciate if you can maybe send me a brand new one is really really nice.We Replied: We do remember you. I'm not sure why you need to drive to your daughters to pick this up to send it back. I'm certain that there is a fedex near her and you can even call and have them pick it up if you need.  We got the board back after all the trouble last time and reset the balance and rode it around through an entire battery and it worked fine. Last time we sent you a pre-paid return label without getting a video which is our standard protocol. It costs us about $25 to ship back to us and another $25 to send back to you, and it turns out that it wasn't broken, it just needed reset. Resetting the balance properly is standard knowledge that you have to know to own a hoverboard. We think that is the issue again. If you can make a video showing how you reset it and it still doesn't work then we can take it from there.We are standing behind our product, and our return and repair policy and your manufacturer warranty. The warranty is on the parts of the hoverboard, it will cover the replacement part, not a new board. Additionally it doesn't cover the free service of us replacing the part, we do that free because we stand behind the product. It also doesn't cover shipping costs. Our policy is to cover the return labels if it is within 30 days of the purchase. If there is still an issue then we will cover that for you again also. We are making multiple efforts above and beyond what you will get from most companies that sell these to offer you good service. I hope you understand that. Can your daughter make a video and email it to you or us directly? Is there a reason she can't get it to fedex or have them pick it up? We aren't really understanding why these things are as difficult for you as you say? Maybe it would help if we did. We had no response from the customer until April 20th 2017.Apr 20, 2017, at 1:35 PM, Customer wrote:Please, in June 2016 I bought hover board for my daughter it has not worked from the day I bought it I would like a different one shipped to me if been in contact with Jane's I sent this One back and finally finding someone to ship it I was sent back the same broken board we have reset it I'm very disappointed with ur product and customer relations iv been very patient but it time for a result  We replied the following day April 21st that we would still need a video sent so that we could see the issue. We didn't get a reply other than this complaint.  The customer seems to think they should get a brand new board sent to them, and is unwilling to show that the one they have has any issues.  We have tried to help this customer many times, usually without getting a response back other than asking again for a second brand new hoverboard to be sent.  We have exhausted our efforts to please the customer with reasonable expectations.

Hi,Ms [redacted] made a purchase from us on December 3rd.  Within the description of the products we guaranteed delivery before Christmas, with the following language... "We are guaranteeing delivery in time for Christmas on this model for orders placed prior to December 10th....

 Orders will ship as soon as possible and usually be delivered within 2-7 days of order if the color choice is in stock. Your patience is appreciated as our inventory is constantly being replenished as fast as we can get it in.  We are constantly cycling in stock of all the colors that we can get from the manufacturer.  Some colors may not be available closer to the holiday. We will email you if the color you chose is not going to be available prior to Christmas and give you available choices for a second color choice.  If we are unable to reach you or get a response on a second color choice we will send a randomly selected color in place in order to honor our delivery guarantee.  Please note that if we have to do a random color selection as a result of non-response for a second color choice that  it will not be considered cause for a return however the color can be exchanged if the board is brand new in original packaging, unused, however you will be responsible for the cost of shipping of the exchange.  Please see our return policy for other return information. Thank you for your understanding and support of ManSeeManWant.com!"We have an electronic follow up confirmation email  after the order.  We also emailed regarding the updates (as we believed them to be at the time) on the 8th, 12th, 16th, 17th, and 20th at least. We have a voicemail answering system that does direct customers to send an email for matters regarding orders they placed.  This is because we are a small business and have a hard time keeping up with the call volume at peek times, but more importantly is for an electronic record of the matters, as well as to allow us to answer questions in the order they are received. Two of those emails came from me (the business owner) directly.  Explaining in the first that we still planned to meet the Christmas guarantee and second to explain in more details the delay and situation we were in and reassuring that the guarantee is that the customer get the order by Christmas or it is free.  Being the owner, I prefer not to give too many items away for free, so my intention was still to have the item delivered on time.  The item is getting delivered today, 12/23 as promised via [redacted] tracking number [redacted].   Ms. [redacted] did inform our customer service email that she hoped it would be sooner than Christmas as it was actually a birthday present for her daughter.  This is something we did not foresee being a problem at the time that was sent and we said we would do our best.  We appreciate that she told us that was our hope and we would normally have met that without a problem.  However, our guarantee when she ordered was in fact based on delivering before the 25th which we are in fact doing.  I reached out to Ms. [redacted] several days ago, but I believe after this complaint was sent and explained the situation further and I think helped to make the situation more acceptable for her, I hope!  I apologized (without knowledge of this complaint) for several things including our response time as well as the reason she had gotten more than 1 tracking number and they were not yet showing movement.  I believe that we have resolved the issue and she understands the issues that led to this complaint.Thank you

Hi,We apologize that the order could not be delivered before Christmas. We make these canvases in house for the orders and we had a backlog during Christmas that was too far out to have the delivery by then. The product description did state that the delivery time was 5-14 days at that time.When the first item arrived the customer said there was a problem, we made a replacement to send without having the first one sent back. The second one arrived and the customer didn’t like that some of the letters on the image wrapped on the side of the canvas. We sent a return label and will refund the item when it arrives back to us.

Initial Business Response /* (1000, 6, 2016/08/19) */
Hi [redacted],
I am [redacted], the owner of ManSeeManWant and want to apologize for the experience you had with us. I assure you that it is not normal business practices for us to give this bad experience to our customers, and it is rather embarrassing...

that it happened at all. We acknowledge the mistakes made on this order and we are at fault. Upon your initial request to cancel the order, the package was finally in transit to you after having to wait for far too long. We agreed to return the order and sent the pre-paid return label. When the board arrived and you reported that we yet again dropped the ball and someone sent a board that had been returned from another customer, we immediately initiated the refund, not concerned with whether or not you even sent the product back.
It is with my deepest apologies that this occurred. We are a small business, that generally has done a spectacular job keeping up with our orders and making happy customers. I started as a seller on Amazon and always maintained 5 star feedback from customers. After about 6 months we moved to advertising our website and have seen a lot of growth in the last several months and have usually kept up well with little mistakes. But earlier this month we had some issues that occurred over a 3 day span that unfortunately you were a part of. Its no excuse, but when we tried to do things to correct the issues in some cases it made it worse by trying to rush things. That caused us to make mistakes like sending out a return as a new board.
Our customer service line does have a voicemail. The VM does also ask that information regarding orders be submitted via email. We like to have it in writing for our records.
The bottom line is this, we don't want our customers to ever have to feel the need to file a complaint against us, we want to provide a high level of customer service and develop lasting relationship with our customers. We want repeat customers that come back to us for their needs (and wants) for years to come. We know that isn't going to happen with the experience that you had. I can promise you that we are going to take steps to ensure this will never happen again in the future. My businesses' future depends on getting better, my family's future depends on my business succeeding, so I assure you that fixing these problems is a personal issue for me.
Hope this finds you well.
Initial Consumer Rebuttal /* (2000, 8, 2016/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Mr. [redacted] purchased a hoverboard from us on 5/19 which was delivered on 5/26/16. On 5/31/16 we received an email saying that the board did not work properly.  We emailed a return label and offered to fix the item.  We had never heard back about he issue and considered it to be...

resolved.  On November 30th we received an email about a second issue. The email read, “ Hello I purchased a hooverboard on May 16, 2016 and had problems with it and I was told to rest the hooverboard and know its just not working period. I was wanted to know if the warranty has expired and if not can I return it.” We responded later the same day asking about the issue and stating that we would be happy to repair it for free.  The email read, “Hi,  So is it not turning on? We can try troubleshooting it first.   We would be happy to take a look and fix your board free of charge if covered by warranty.  Warranty will not include a replacement of the entire board, but rather the functional parts as long as they are not broken by human causes. Warranty for the hoverboards is 6 months. You will need to send it back to us and include a note in the box explaining what it is doing and also a pre-paid return label to send the board back once repaired. We recommend using fedex to ship. If you prefer you can have us buy and send you the shipping label at the link below. Choose the option for "shipping labels for repair services". https://manseemanwant.com/products/hoverboard-repair-services   Otherwise, please send to the repair address below with your note and return label.  ManSeeManWant -Repair 4055 W. Jefferson St. Springfield, IL 62707” The next communication we received was 1/25/17 asking where his refund was at.  We asked what his tracking number was for the return shipment and when it was sent so we could locate it.  On 1/27/17 Mr. [redacted] emailed saying the misplaced the tracking number.  He later indicated that he used the old shipping label that we had sent in May and provided the tracking number on Saturday 1/28/17 during the weekend when our warehouse wasn’t open so we were unable to verify the location of the item until Monday the 30th..  We were able to locate the package and it has been repaired, and informed Mr. [redacted] to proceed with the instructions to purchase the shipping labels for the hoverboard to be returned to him. We very much appreciate Mr. [redacted]’s business and understand that he spent money on this item and wants it to work.  We want to help make that happen.  However, we want him to understand that we have a return policy in place that we follow, and in this circumstance his order is not eligible for a return for the following reasons.  It’s been more than 30 days, the item is not in an unused condition in original packaging; this was a Sale item.  The full policy can be located on our website at the following link https://manseemanwant.com/pages/return-policy .   Regarding the repair and return of the item: When Mr. [redacted] proceeded to locate the return label that was sent to have the item repaired in May of 2016, he specifically and purposefully did not follow the instructions provided to have the item repaired.  The return label had an address at a previous location of our business which we have not been at since June of 2016.  (I understand that in an email response we said we had not been there since June of 2015, which was a typo, not a lie) The label was also long expired, however FedEx did accept it.  The item could have easily been delivered to the wrong location and lost all together, it was only because the local FedEx driver knew us and knew we had moved that we even received the item.  The warehouse didn’t know what to do with it and so it sat until Monday when we had the tracking number to search for it and know the situation, by which time this complaint had already been filed. The board has a manufactures parts warranty.  We have already offered free services without any service plan on the board, however the shipping needs to be covered by the customer.  If Mr. [redacted] purchased a laptop from Best Buy with a manufactures warranty he wouldn’t be able to take it back 7-8 months later for a refund or have the Geek Squad service the item without paying for it then or previously having purchased a service plan.  However, he is getting that from us for free, and we feel that is a small business going above and beyond our responsibility. We wish to resolve the issue and sent My [redacted] an email stating that he will need to purchase the shipping labels so that it can be returned.

The following is a timeline explaining the events of this transaction and our attempt to work with our customer in the hopes that we could satisfy them given the situation.  Friday, March 17th at 11:17 am, customer received an order for a hoverboard they had purchased.Saturday.  March 18,...

2017  We received the following email from the customer regarding their order, “Received my hover board. Having a problem. While riding it will do a jumpy vibration? I did a recalibrate but that didn't help? Is this a defect or what do I need to do to correct it? “We responded, asking if the riders weight was enough to hold the board from being jumpy.The customer responded, that the person riding it weighed almost 70lbs., which is enough.  (Specifications say riders 40 lbs.- 265 lbs.) Monday March 20th  We requested a video of the issue.Wednesday March 22nd The customer responded, “I don't have a video. I went to park Sunday to see how it would do with some riding? Almost immediately went to stop to get off, started it jumping, stepped off, it started twirling crazy, tried to grab it to stop it , wheel went up arm burning it! We have another Hoover board that has never done anything like this one is? Something just all wrong somewhere. I would like to exchange it for one that's right or get a refund?”Thursday March 23rd. We sent a return label and do agree with the customer that we indicated we would get it replaced.  Granted we hadn’t seen the board or inspected it, we should have been more specific regarding our return policy within that email and clarified that it really depended on the item doing the things that they said it was doing and being unfixable.April 1We got the item back and it seemed to work fine actually, but sometimes the boards are a little peppier, which for a lighter weight rider could at times be jumpy.  The reason for this is because of the length of a small rubber sensor that is under the footpad.  It’s a very simple adjustment that doesn’t involve any of the electronics which were all fully functional.  To attempt to adjust to help our customer, we did replace that part, tested it again to assure it was working, and our warehouse sent it back.  April 5th  The customer received the item back. They emailed asking why they didn’t get a new one.  We replied stating that the sensor was replaced and it worked properly.  April 6th The customer emailed saying the problem still existed. We responded and said they may have to reset the balance again after it had been shipped and gave some other tips.  The email also said, we can still replace it if that doesn't work, but that we rode it ourselves to test before it was sent back and worked properly.April 7th Customer said they don’t want to replace, the want a refund because it doesn’t work properly. We replied, “Okay, please send us a video of it not functioning properly. We will need it to have the manufacturer warranty the product to be refunded.”Customer replied back, “I don't have a video! I believe I have a 30 day replace or refund?  My granddaughter hasn’t been able to use her birthday present sine it came in the mail! Please send me a return postage for a refund.”We sent the following detailed message explaining our return policy.  I also want to reiterate that when the item was originally sent back to us, it was fully functional. We changed a rubber sensor to adjust the sensitivity given that we knew the rider only weighed 70lb.  We did that to offer good customer service, not because it wasn’t working.“I am trying to help I promise. Just want to note a few things first. The return policy is 30 days with some exceptions which your item falls under referenced below. "To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.""Additional non-returnable items:Sale items, ...."  Your purchase was on clearance. "Only regular priced items may be refunded, unfortunately sale items cannot be refunded. In certain circumstances, they can be exchanged if they are unable to be repaired (if used). "“We are trying to make an exception, and understand that a kid not being able to use their cool hoverboard is frustrating. Since I rode the board and know it was working properly, at least before we sent it back, I think that it is either that the board needs reset or isn't being ridden correctly possibly. They take some time to get used to and figured out sometimes. I just don't know that it is a faulty product... it may be, but without seeing what it is doing it's impossible to know. When we have situations like this, when we can't get a video, I also have to point out another part of our return policy which is, "Items returned that are not in the condition as described in the return request will not be refunded and customer will be responsible for paying shipping costs in order to have item returned."   This isn't a way for us to make you keep a defective item, it's just to make sure that we don't have customers that use a hoverboard for several weeks, say it doesn't work and send it back fully functioning in a severely used condition for a refund.  Or not troubleshoot normal issues that come along with being a hoverboard owner and then send us a used board back.  I'm not saying this is you, but that is why we have the policy.”Customer responded, “I contacted you immediately of the problem. I received a defective product from the get go. You say you repaired but it's doing the exact same thing! We own another Hoover board . Have never experienced this problem. It's not being used by a person who doesn't ride on one regularly. You can say you fixed it but when it's obvious it's not, I believe it is a lemon!I bought a product I expect to be able to use. This has seen 30 minutes at the park before it really went crazy when trying to dismount! I believe you should replace with a new, different hover board or refund my money. This is a defective item!If we can't come to an agreement, I'll contact my credit company and file a report.Given the following reasons, we didn’t respond back to the last email and waited for the customer to reach back out to us.1. We had sent a detailed explanation of a return policy that is posted on our website (We didn’t just point them in that direction like many companies do, we gave a human thought out response, and it is a policy we were sticking to, & enough had been said that it seemed we would only be egging on an argument.2. Also, given that the person the customer was exchanging emails with, was the same person that personally tested the board and knew it was working3. The customer had been asked several times to show us a video of the problem and refused to send one in.  This is normal to request, and really is part of our policy to approve any return or repair. And it is for the buyers records too, specifically for instances like this, when they say it doesn’t work, and when we test, it is fine.  It also is necessary for us to get a refund for the warranty from the manufacturer.  It is evidence we need to make an exception to our return policy and the buyer seemed that they didn’t care about our policy or following any of the steps in this scenario, including filling out our return request form.  April 17 Customer sent the following email, “Yes it seems your warranty is as useless as the products your selling! Everything's in sale! No warranty! Have to use product to know if it is in working order! No warranty! Useless scam!  This Hoover board had issue straight out of box ! I contacted you immediately. I asked to replace or refund. You say you repaired but has exact problem when taken out of box again! I'm asking one last time to return for a replacement or a refund.” Note: Everything on our site isn’t on sale.  The title of the item purchase by the customer was “CLEARANCE! $189!! Hawk Hoverboard +FREE Gift +FAST SHIPPING!!!”Note: Customer states the item was defective straight out of the box, however told us before they rode it for some time before they had an issue.   We replied on 4/17, “It has a warranty and it's from the manufacturer, same as buying any electronic at [redacted] It's not our warranty, we don't make the item, we sell it, same as [redacted] or any other retail store in the country. We aren't different and asking for you to show us what is wrong is so that we can possibly troubleshoot the issue without the hassle of returning it. But we want you to be happy, I thought some explanation would help, but we can send the return label.” The customer said thank you for the return label but that they wanted a refund. April 18th We responded, “Well as we have explained that isn't what we are doing here and we appreciate your understanding why with the explanations we have already provided.”April 21st The customer restated briefly the timeline and reference the email that we stated that it would be replaced after the original request. At this point we have explained thoroughly to the customer what we are willing to do and have sent a return label for it to be shipped back and offered to replace it if it really is not working.  The customer isn’t happy that they didn’t get the response they wanted, but we have offered to make several exceptions to our policies and processes to our customer in the hopes that we would make them satisfied.  We did make a mistake by indicating that we would replace the item before knowing if it had any actual malfunction, which it did not have when we tested it.   We hate to have unhappy customers, and are willing to work with our customers to the extent that it is reasonable, and in this situation, we don’t feel the customer has done anything to attempt to work within our policies.

brand rejecting this response because:
On January 17 the we received the board back and it had a huge crack as seen in the picture.. And you can James's response about the crack acknowledging it and his suggestion was very unreasonable.. As seen in the screen shot he was to send me an outer shell ...which was yet another lie ... Yes my son tested the board to see if it worked ... Because the first one didn't ..and it was his Christmas gift... So I sent the board back to James to get my money back ... Well he refused to refund ... So I ask for the board back ...when we got the board we had to charge it according to James so we did and the board didn't work .... And you see James response it is has it's going to be ... His lies keep growing ... The first lie was about a late response on jan. 17 2017 Due to Chinese new.well Chinese new year this year is on the  Jan. 28. See screen shots .Second lie was he sent an outer shell... Ask him to prove that . this hole experience has been horrible ..  You can even read a blog about his company received money and never sent the product ... I and that Revdex.com give manseemanwant a bad rating due to his lies and poor business practice

Hi,We apologize that the order could not be delivered before Christmas. We make these canvases in house for the orders and we had a backlog during Christmas that was too far out to have the delivery by then. The product description did state that the delivery time was 5-14 days at that time.When the...

first item arrived the customer said there was a problem, we made a replacement to send without having the first one sent back. The second one arrived and the customer didn’t like that some of the letters on the image wrapped on the side of the canvas. We sent a return label and will refund the item when it arrives back to us.

Initial Business Response /* (1000, 11, 2016/09/16) */
Hi,
Regarding tbis case, the customers emails were being filtered in to our junk mailbox and so we hadn't responded which was the cause for this complaint. Upon hearing about the issue we immediately refunded the customer and sent a return...

label for their product.
Thanks::
Initial Consumer Rebuttal /* (2000, 13, 2016/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did give me a full refund as well as return labels.