Heartland America, Inc.

Dear Mr. [redacted], Thank you for your response. As stated, we have no record that you did not receive a charger and we are unable to locate a call regarding this matter. Because this was not an error on Heartland America's behalf, we are not responsible for issuing a refund. However, as a one time good will gesture, I have issued a 100% in store credit, in the amount of $44.99 to your account. This credit can be applied to any future order and is non refundable. Please allow 3 business days for this credit to reflect on your Heartland America account. I hope this information has helped. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Ms. [redacted], Thank you for contacting us in regard to your two Emril Air Fryers, item #69587R. I am sorry that both items were received in poor condition. As the advertisement stated for this item, the air fryers are refurbished but should be to its original condition with possible minor damage....

Per your request, I have requested that two pre-paid labels be sent to your email. Please allow up to 72 hours to receive the labels. Once the air fryers are received in our warehouse, a full refund will be issued. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Mr. [redacted],  Thank you for your response. As stated in my original response, when your order was placed on line, your shipping information was not updated. It is not Heartland Americas responsibility to contact our customers to verify the ship to address. Many customers have multiple ship to addresses for many reasons. When orders are placed on our internet website, these orders are automatically generated and the information provided by the customer is the information that is used. If you had not updated your new shipping information on the website, the information will automatically default to the information that is currently listed under your internet website account. Once this item is returned from the current resident, this item will be re-shipped to your new address. As a good will gesture, we will not charge you for the cost of re-shipment. Again, we apologize for any inconvenience this may have caused. Sincerely, [redacted]

Dear Mr. [redacted], Thank you for your response. I have again researched your account and I found that your refund check was mailed until February 10, 2017. You should receive your refund check within 3 business days. I apologize for the delay of your refund. I hope this information has helped. We look forward to your continued patronage.Sincerely, Kara [redacted]

Dear [redacted],  Thank you for contacting us regarding your order. Per your request your order was cancelled and I have removed you from our mailing list. Please note that our catalogs are pre-printed so you may receive 2 additional catalogs. You should receive your refund check...

#[redacted], in the amount of $53.98 within 5-7 business days. We apologize for any inconvenience this may have caused. If you need further assistance, please do not hesitate to contact us. Sincerely, Kara [redacted]

I am rejecting this response because:
per a phone call from the customer, he provided the following tracking number for the return that was sent: [redacted]

Dear Ms. [redacted], Thank you for contacting us in regard to the charge, in the amount of $59.98 and not receiving your order. I am sorry if the customer service representative did not state that there is a cost to join the memberships. This information is appreciated and has been forwarded to our Sales...

Management Department where any necessary action will be taken. Our records indicate that a refund, in the amount of $28.98, was issued on 9/17/16. Please allow 3-5 business days for the refund to reflect on your account. Our records indicate that your order was shipped and that we had sent non-delivery claim forms to be completed and returned. We have not received the claim forms. However; I have replaced your order to ship Fed-Ex Signature Required. You should receive your order within 3-5 business days.We apologize for any inconvenience this may have caused and look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to the Order Processing Fee, in the amount of $3.99. I am sorry if the lights were not as expected. Per your request, I have issued a refund, in the amount of $3.99 to your credit card. Please allow 3-5 business days for the refunded to reflect...

on your credit card statement. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Ms. [redacted],  Thank you for contacting us in regard to your refund check. Our records indicate that your refund check was mailed on 9/7/16. I am sorry if you did not receive the correct information from the Customer Service representatives. If you still have not received your refund check,...

please contact me and I will further investigate this matter.We apologize for any inconvenience this may have caused. We look forward to your continued patronage.Sincerely, Kara [redacted]

Dear [redacted], Thank you for contacting us in regard to receiving our catalogs. I have researched our database on your behalf. Our records indicate that the address in your account is not the same address that was provided with the complaint. Because our mailings our based on address and not...

with names, your new address was created on our mailing list. Per your request, I have requested that your new address be removed form our mailing list. Please note that our catalogs are pre-printed and you may receive up to 2 more catalogs. We apologize for any inconvenience this may have caused. Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to receiving our catalogs. Per your request on May 17, 2017 your name and address has been removed from our mailing list. Our catalogs are pre-printed and you may receive one or two additional catalogs. We apologize for any...

inconvenience this may have caused. Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to your order for the Men's Duck Shoes, from your order #[redacted]. I have researched your account on your behalf. Our records indicate that you placed your order in June 8th, 2016 on our internet website and chose size 11 1/2. On...

June 30, we received an email requesting that the size be changed to a 12 1/2.  At that time, your order had already shipped and we were unable to change the order. Because this was not an error on Heartland America, we are not responsible for the cost of returning the shoes. However; as a one time good will gesture, I have requested that a pre-paid label be emailed to you to return the shoes at no coat to you. Please allow 24-48 hours to receive the emailed label. I hope this information has helped. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Mr. [redacted],  Thank you for your response.  I again, have researched your account on your behalf. Our records indicate that the item requested for an exchange was no longer available, therefore; a full refund, in the amount of $42.98, was applied to your Amazon account on May 25, 2016. I hope this information has helped. We look forward to your continued patronage. Sincerely, [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to the Cobra Jumpstart, item #99764, from your order #[redacted]. I am sorry if this item is not working. Our records indicate that we did email you a pre-paid label on November 1, 2016 to return this item at no cost to you. Once this item is...

received a full refund will be issued. We apologize for any inconvenience this may have caused. We look forward to your continued patronage.Sincerely, Kara [redacted]

Dear Ms. [redacted],Thank you for contacting us in regard to the promotion of $15.00 off of your order. I have researched your account on your behalf. Our records indicate that the promotional code that offered the $15.00 off was not used when placing your order. On December 22, 2017 a...

refund, in the amount of $15.00 was refunded to your credit card. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to the return of your shoes. Unfortunately, we are unable to process the return of the shoes due to the wear and tear. The wear and tear on the shoes are not considered normal. In order to process a return for shoes, the shoes need do have little...

to no damage. Please see the attached photos showing the dame to the shoes. Regrettably, we are unable to issue a refund for the shoes. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

I am rejecting this response because:
Per a phone call from the customer, he has stated that he has found an alternate exchange that he would like to pursue. Item #ww2299773m, size 10.

Dear Mr. [redacted]. Thank you for contacting us in regard to the return of your Cobra Radios, item #85978.I am sorry if this item was not working. Our records indicate that a full refund, in the amount of $33.32, was posted to your credit card on August 17, 2016. Please review your credit card...

statements. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely,  Kara [redacted]

Dear Mr. [redacted], Thank your for contacting us in...

regard to your order for the Hi-Tech Shoes, item #99701M, from your order #[redacted]. I am sorry if you do not feel that the shoes are comfortable.  You may return these shoes within 30 days to receive a full refund. Please follow the directions on the back of your invoice to return the shoes.We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, [redacted]

Dear Mr. [redacted],  Thank you for contacting us in regard to your Mail Chime, item #[redacted], from your order #[redacted]. I am sorry if this item is not working properly. I have researched your account on your behalf. Our records do not indicate that we received a call regarding this matter until...

October 21, 2016. As stated in our terms and conditions all merchandise may be returned within 30 days for a refund and up to 90 days for an in store credit. It also states that Heartland America is not responsible for the cost of returning merchandise. However; as a good will gesture, I have authorized a return of this item for an exchange or refund and I have also emailed you a pre-paid label so that you can return this item at no cost to you. Please allow 24-72 hours to receive your label. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]