Good Vibrations

Initial Business Response / [redacted] (1000, 5, 2015/05/23) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] @goodvibes.com [redacted] Senior Retail Manager [redacted] CA XXXXX XXX-XXX-XXXX ext [redacted] @goodvibes.com May 23, [redacted] Dispute Resolution Specialist Revdex.com [redacted] Broadway Suite [redacted] Oakland, CA XXXXX Dear [redacted] I am the Senior Retail Manager of Good Vibrations writing in response to customer complaint (case #XXXXXXXXX)Customer satisfaction is of utmost importance to us here at Good Vibrations and I was disappointed to learn that this customer had a less than satisfactory experience shopping with usBefore this complaint was lodged, I had the opportunity to speak with this customer regarding her concernsI clarified our store policies and offered her a discount on another item more suited to what she is looking forThe customer expects that we make an exception to posted policies and issue a refund for a product that she has opened and handledThis customer stated in her complaint that she made her purchase on impulseI am unwilling to make an exception in this case because the customer's dissatisfaction stems from her purchasing decisions and not our business practices We are an adult retailer and as such we carry many products meant to go inside the body, including the item this customer purchasedDue to the nature of our products we do not offer returns as we cannot resell used productsOur return policy is posted near our register and it is also printed on the receipt she received (please see enclosed photos)The item that this customer purchased was a vibrating [redacted] which was on display next to a box with a photograph of the [redacted] (to scale) on the coverIn the store all the products are on display so that customers can see and handle what they are purchasing in advanceThis customer had the opportunity to see and handle the G-Twist and discern whether the size was appropriate for herIn addition, we have [redacted] Sales Associates (SESA's) on hand for any questions and to help customers to narrow down our selection and provide information about our products Although ideally we want all our customers to be satisfied with their purchases, our return policy is for the care and safety of our customersWe cannot resell used items and as a business we cannot afford to take a loss every time a customer regrets their purchaseWe are willing to work with this customer to help her to choose another product but we are unwilling to accept a return because she is dissatisfied with her impulse purchaseI appreciate you helping us to find resolution in this matterPlease let me know if you have any questions or if you need any additional information Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never saw this in the store, I was not shown any thingI just purchased this and never used this productClearly, I saw it on the web and came to purchase in the store, the clerk was told by me that I never used this before or any product It is a STATE RULE THAT IF A CUSTOMER HAS A RECEIPT THAN THE RETURN MUST ME WHAT WAS GIVENA STORE HAS NO RIGHT TO MAKE UP THERE O WN POLICYRevdex.com SHOULD KNOW THIS AND WHY ARE THEY ALLOWING THIS COMPANY TO GO AGAINST STATE RULES

I recently did some work for Good Vibrations in October and was never paid for my work, I continued to try to contact p.o.c from the company because of scheduling differences it made it difficult for us to meet, he never answered his phone, but mainly textI just received a payroll check on 11/23/and took it to his bank to collect payment instead of depositing it into mine, which Im glad I did so because the check bounced and at this point don't have much of an option but to move forward with legal actions, gave the company plenty of enough opportunities to clear this matter and it never gets resolved just a lot of promises that are hardly lived up to, and it appears to be a pattern for some of there work reading a few previous complaintsYou work and you should get paid for your time for doing so, once a check is given to you funds are due immediately no waiting for a check to clear

Initial Business Response /* (1000, 5, 2015/05/23) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@goodvibes.com
[redacted]
Senior Retail Manager
[redacted]
[redacted] CA XXXXX
XXX-XXX-XXXX ext. 500
[redacted]@goodvibes.com
May 23,...

2015
[redacted]
Dispute Resolution Specialist
Revdex.com
[redacted] Broadway Suite [redacted]
Oakland, CA XXXXX
Dear [redacted]
I am the Senior Retail Manager of Good Vibrations writing in response to customer complaint (case #XXXXXXXXX). Customer satisfaction is of utmost importance to us here at Good Vibrations and I was disappointed to learn that this customer had a less than satisfactory experience shopping with us. Before this complaint was lodged, I had the opportunity to speak with this customer regarding her concerns. I clarified our store policies and offered her a discount on another item more suited to what she is looking for. The customer expects that we make an exception to posted policies and issue a refund for a product that she has opened and handled. This customer stated in her complaint that she made her purchase on impulse. I am unwilling to make an exception in this case because the customer's dissatisfaction stems from her purchasing decisions and not our business practices.
We are an adult retailer and as such we carry many products meant to go inside the body, including the item this customer purchased. Due to the nature of our products we do not offer returns as we cannot resell used products. Our return policy is posted near our register and it is also printed on the receipt she received (please see enclosed photos). The item that this customer purchased was a vibrating [redacted] which was on display next to a box with a photograph of the [redacted] (to scale) on the cover. In the store all the products are on display so that customers can see and handle what they are purchasing in advance. This customer had the opportunity to see and handle the G-Twist and discern whether the size was appropriate for her. In addition, we have [redacted] Sales Associates (SESA's) on hand for any questions and to help customers to narrow down our selection and provide information about our products.
Although ideally we want all our customers to be satisfied with their purchases, our return policy is for the care and safety of our customers. We cannot resell used items and as a business we cannot afford to take a loss every time a customer regrets their purchase. We are willing to work with this customer to help her to choose another product but we are unwilling to accept a return because she is dissatisfied with her impulse purchase. I appreciate you helping us to find resolution in this matter. Please let me know if you have any questions or if you need any additional information.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never saw this in the store, I was not shown any thing. I just purchased this and never used this product. Clearly, I saw it on the web and came to purchase in the store, the clerk was told by me that I never used this before or any product .
It is a STATE RULE THAT IF A CUSTOMER HAS A RECEIPT THAN THE RETURN MUST ME WHAT WAS GIVEN. A STORE HAS NO RIGHT TO MAKE UP THERE O WN POLICY. Revdex.com SHOULD KNOW THIS AND WHY ARE THEY ALLOWING THIS COMPANY TO GO AGAINST STATE RULES.

Male -  from the business telephoned to let me know that the complaint has been resolved.  I explained that neither the business or complainant made the Revdex.com aware of that and that the complaint closed as no response on 7/14/2014.  I went on to explain that if a response was sent from...

the business the complaint would be re-opened and sent to the complainant.  But if the complainant notified the Revdex.com that the complaint has been resolved the resolution would be changed to reflect that.

Review: I bought a car cd/reciever from this company on 8/8/14, I allso had them install this unit. When I got home I noticed that this was inferior sound ,, the origanal reciever I had in my car was much better sound. I brought the uniit back to the store and asked for a refund. The manager listened to the stereo, and agreed with me that it did sound like crap,, but he stated all sales are final, store policy.

I then went to another stereo store ,,(Best Buy), to have them put my old reciever back in my car,, the installer told me that the reason this reciever sounded so bad was the way the original was made ,, to put the power to the speakers. Good viberations should have known this and told me the sound quality would not be as good,, not better like they claimed. this is fraud.Desired Settlement: I would like a complete redfund of $377, from Good Vibrations, The salesman did not reveal that the sound would be infeior

Business

Response:

This is in response to the customer complaint that we have received from you. The customer came into Good Vibrations looking for a new CD player for his 1997 Buick Le Sabre, because his old one no longer worked properly. The sales associate showed him several units. The customer picked out a unit because he liked the blue tooth function and several other features. He also inquired about steering wheel controls and installation. After the customer made his decision Good Vibrations installed the new stereo. When the installation is finished the installer completes a check list. This system checked out good. The stereo sounded adequate considering the speakers were 17 years old. The customer came back to the store several days later complaining about the sound quality. The customer and a sales associate went to his vehicle and listened to the sound. The sales associate adjusted the stereo to make the system sound better. The customer still complained about the sound. The sales associate explained to the customer that the speakers are 17 years old and do not have the same quality as when they were new. The stereo was functioning properly and the install was done correctly. At Good Vibrations we use wiring harnesses that connect directly into the factory harness, no modifications are necessary. The customer demanded his old stereo be reinstalled and give him a full refund. The sales associate and the customer discussed store policy which states that Good Vibrations cannot refund labor that has been completed and electronics that has been installed. I am not sure what Best Buy meant in their statement. I think the system in the Buick sounded good when it was new, But 17 years have degraded the speakers. I feel the customer expected more from the stereo then was possible due to the age of the speakers. At Good Vibrations we treat every customer as fair as we possibly can. I want this customer to be happy with his sound system. Good Vibrations will offer him new speakers at a competitive price and install them. All we ask is a chance to give him quality sound.

Thank you!

Owner, Good Vibrations

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.]

I would like to respond to the response of the Business, " Good Vibrations:

Review: Company did not provide service that were agreed upon. The DJ continually left the party for extended periods of time and completely missed the cake cutting/birthday song, the DJ did not interact with the guests at all as was promised by [redacted] and the DJ, the photo booth attendant spent the majority of the evening on his cell phone, rather than attending to the booth or the scrapbook as was promised. [redacted] also never provided us with the CD of all of the photo booth pictures as was promised.

I contacted [redacted] after the party regarding my concerns, he offered to refund us $100. It's been two weeks since he said he'd send a refund check, but he has yet to do so. He also won't return my calls or emails.Desired Settlement: We are owed at minimum the $100 refund that was promised in writing as well as the CD with all of the photos from the party.

Business

Response:

Male - from the business telephoned to let me know that the complaint has been resolved. I explained that neither the business or complainant made the Revdex.com aware of that and that the complaint closed as no response on 7/14/2014. I went on to explain that if a response was sent from the business the complaint would be re-opened and sent to the complainant. But if the complainant notified the Revdex.com that the complaint has been resolved the resolution would be changed to reflect that.

I recently did some work for Good Vibrations in October 2015 and was never paid for my work, I continued to try to contact p.o.c from the company because of scheduling differences it made it difficult for us to meet, he never answered his phone, but mainly text. I just received a payroll check on 11/23/15 and took it to his bank to collect payment instead of depositing it into mine, which Im glad I did so because the check bounced and at this point don't have much of an option but to move forward with legal actions, gave the company plenty of enough opportunities to clear this matter and it never gets resolved just a lot of promises that are hardly lived up to, and it appears to be a pattern for some of there work reading a few previous complaints. You work and you should get paid for your time for doing so, once a check is given to you funds are due immediately no waiting for a check to clear

Review: We had purchased DJ services which included dancers for our son's Bar Mitzzvah which we paid up front. This agreement included a CD with pictures from a picture booth. At the time of the party, we were notified that the dancers were not attending due to an issue and the owner wouldbe in contact to refund the dancer funds. We then contacted the owner who stated that he would refund the money for the dancers and provide the picture CD. After four weeks and repeated statements that the refund and pcitures would be sent we have received nothing.Desired Settlement: Refund the money paid for the party dancers and provide the picture CD.

Business

Response:

See attachment or check attachment tab.