Harvest Essentials

Revdex.com Attention: [redacted] PO Box Dupont, WA RE: Complaint ID: [redacted] Dear [redacted] We are writing in regards to the customer complaint lodged against Harvest Essentials for the purchase by [redacted] completed with us via [redacted] .com on January 21, Please accept our response with the details of the transaction that follow: Within a week of receiving and using the item, the customer contacted us to have the item replacedEven though the item was covered in full under the manufacturer's replacement warranty, we made an exception in the spirit of providing great customer service, and replaced the defective item bearing the full cost of return shipping of the original item, as well as the cost for replacement shipping of the new itemThe customer contacted us recently (almost months after replacement of the item) stating that they have yet another manufacturer's defect with the item and they'd like us to refund the full cost to themWe explained to the customer that at this point in time the manufacturer's year warranty will be the course of action they should pursue, as we are well past the published day return period on [redacted] .com: http://www[redacted] .com/gplhelp!customer/display.html ?ie=UfF8&nodeld= [redacted] It is also important to note that the customer filed an A-to-Z Claim with [redacted] for the same reason they've lodged a complaint hereIt was ruled in our favor that there was no policy violation, and that a refund was not due given the time lapse and expiration of the return period, and that the manufacturers warranty was in full effectThe customer has also contacted [redacted] , the manufacturer responsible for the defective product, which is the correct course of action, and [redacted] has responded directly to the customer in this regardWe at Harvest Essentials do the best we can to ensure our customer satisfactionIn exceptional cases such as this, we will make exceptions in the spirit of taking care of the customerWe've already replaced the item even when it was something that was covered under the manufacturer's warranty, so that the customer's time without the item would be minimizedWe even went so far as to send the replacement item out before the original item was returnedManufacturer's warranties exist for a reason, and we've taken into consideration what we believe to be a reasonable and customary amount of time between when the transaction was completed with us and when the manufacturer's warranty applies when determining whether a refi.md from Harvest Essentials was due or notWe've communicated with the customer openly and honestly about why we are unable to extend a refi.md for the defective productWe rely on our manufacturers to stand behind the products we offer [redacted] has offered to replace the item under warrantyIf this is not acceptable to the customer, then they should look to [redacted] tor reimbursement since the customer has raised a product defect issue with the manufacturerHarvest Essentials has been 100'% forthcoming in all of its communication with the customer and has not been deceptive in any fashionWe have escalated this within [redacted] in an attempt to help the customer with their manufacturer's warranty claim, up to an including a refund from [redacted] The decision to refund the customer at this point in time lies with the manufacturerPlease let us know if you have any other questions Regards

Complaint: [redacted] I am rejecting this response because: As I stated in the desired outcome ' if they chose to sell a product with a defect of this type, they might want to think of their accountability as well’ Harvest Essentials has known about the Teflon issue, their take is enamel paint, This I gathered from speaking with their customer service department In addition, as I stated in my complaint I contacted the Harvest Essentials more than twiceI had three issuesThe first one was resolved promptlyThe second and third went unresolved As far as the [redacted] A to Z Guarantee ProtectionTeflon is a materialThe blender is materially different than depicted in all marketing schemesTeflon is not normally a consideration when blender shopping, that is unless the salesperson is forthright Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
As I stated in the desired outcome ' if they chose to sell a product with a defect of this type, they might want to think of their accountability as well’.   Harvest Essentials has known about the Teflon issue, their take is enamel paint, . This I gathered from speaking with their customer service department.
In addition, as I stated in my complaint I contacted the Harvest Essentials more than twice. I had three issues. The first one was resolved promptly. The second and third went unresolved.
As far as the [redacted] A to Z Guarantee Protection. Teflon is a material. The blender is materially different than depicted in all marketing schemes. Teflon is not normally a consideration when blender shopping, that is unless the salesperson is forthright. 
Sincerely,[redacted]

Revdex.com Attention: [redacted] PO Box 1000 Dupont, WA 98327 RE: Complaint ID: [redacted] Dear [redacted] We are writing in regards to the customer complaint lodged against Harvest Essentials for the purchase by [redacted] completed with us via [redacted].com on January 21, 2015....

Please accept our response with the details of the transaction that follow: Within a week of receiving and using the item, the customer contacted us to have the item replaced. Even though the item was covered in full under the manufacturer's replacement warranty, we made an exception in the spirit of providing great customer service, and replaced the defective item bearing the full cost of return shipping of the original item, as well as the cost for replacement shipping of the new item. The customer contacted us recently (almost 5 months after replacement of the item) stating that they have yet another manufacturer's defect with the item and they'd like us to refund the full cost to them. We explained to the customer that at this point in time the manufacturer's 7 year warranty will be the course of action they should pursue, as we are well past the published 30 day return period on [redacted].com: http://www.[redacted].com/gplhelp!customer/display.html ?ie=UfF8&nodeld=[redacted] It is also important to note that the customer filed an A-to-Z Claim with [redacted] for the same reason they've lodged a complaint here. It was ruled in our favor that there was no policy violation, and that a refund was not due given the time lapse and expiration of the return period, and that the manufacturers warranty was in full effect. The customer has also contacted [redacted], the manufacturer responsible for the defective product, which is the correct course of action, and [redacted] has responded directly to the customer in this regard. We at Harvest Essentials do the best we can to ensure our customer satisfaction. In exceptional cases such as this, we will make exceptions in the spirit of taking care of the customer. We've already replaced the item even when it was something that was covered under the manufacturer's warranty, so that the customer's time without the item would be minimized. We even went so far as to send the replacement item out before the original item was returned. Manufacturer's warranties exist for a reason, and we've taken into consideration what we believe to be a reasonable and customary amount of time between when the transaction was completed with us and when the manufacturer's warranty applies when determining whether a refi.md from Harvest Essentials was due or not. We've communicated with the customer openly and honestly about why we are unable to extend a refi.md for the defective product. We rely on our manufacturers to stand behind the products we offer. [redacted] has offered to replace the item under warranty. If this is not acceptable to the customer, then they should look to [redacted] tor reimbursement since the customer has raised a product defect issue with the manufacturer. Harvest Essentials has been 100'% forthcoming in all of its communication with the customer and has not been deceptive in any fashion. We have escalated this within [redacted] in an attempt to help the customer with their manufacturer's warranty claim, up to an including a refund from [redacted]. The decision to refund the customer at this point in time lies with the manufacturer. Please let us know if you have any other questions.
Regards