Heartland America, Inc.

Initial Business Response /* (1000, 8, 2016/02/25) */
Dear Mr. [redacted],
Thank you for contacting us in regard to the Cobra Radios, item #86019, from your order #[redacted].
I am sorry if the base is incorrect. Our records indicate that on February 9, 2016 the customer service representative...

stated we do not stock or sell spare parts. Your item has a warranty with Cobra and they provided the information to contact them, as they will be able to assist you.
On February 10,2016 we replied to your email stating the same above information and that if you did not want to contact the vendor, you may return this item to Heartland America.
If you wish to return this item and not contact Cobra, we are more then willing to send you a pre-paid label so that you can return this item at no cost to you. Please respond if you wish to receive a pre-paid label.
We apologize for any inconvenience this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Send me the prepaid label to return for a FULL REFUND
[redacted]
Gastonia NC 28056

I am rejecting this response because:
per a phone call from the customer, he stated that he has returned the old shoes (order no. [redacted]) and has received confirmation that they have been returned. He would like to know the status of the exchange being sent out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I was not looking for a refund and it is unfortunate they made no acknowledgment of the poor quality of their merchandise or poor service of their representatives.  No longer receiving their catalog is acceptable and I will be sure to warn other unsuspecting people to never do business with this company.

Initial Business Response /* (1000, 5, 2016/02/09) */
Dear Mr.[redacted],
Thank you for contacting us in regard to your order for the Pet Steps, item #78557.
I am sorry that you are not satisfied with this item. As stated on the back of every order form and invoice, Heartland America is not...

responsible for the cost of returning merchandise. Our terms and conditions also state that there is a $2.95 re-stocking fee applied.
Because you are not satisfied with this item, you are responsible for the cost of returning this item back to Heartland America for a refund. However; as a one time good will gesture, I have emailed you a pre-paid label to return this item at no cost to you. Please allow up to 72 hours to receive your label. 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 a refund for the return of the Hoover Elite Vacuum, item #39150, from your order #[redacted]. I have researched your account on your behalf. Our records indicate that the vacuum has been lost in shipmen returning to Heartland America....

As stated in the instructions with the pre-paid label that was provided, Heartland America is not responsible for any merchandise that is lost or damaged in transit using our pre-paid label. However; because you are a valued customer, I have issued a refund, in the amount of $69.94 to your credit card ending in [redacted]. Please allow 3-5 business days for this refund to reflect on your account. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Initial Business Response /* (1000, 7, 2015/08/04) */
Dear [redacted],
thank you for contacting us in regard to your Ebay order for the Cabana, item #89024R.
I have researched your account on your behalf. Our records indicate that per the Ebay buyer communication, that the item was sold as...

stated in our advertisement and that they requested that this item be returned to receive a refund. Because the item was sold as advertised, Heartland America is not responsible for the cost of returning this item.
I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, they send me a wrong Item.
I did pay for the item and shipping fee. The company offer me send this item back to us and refund cost of item only.
I did ask them pay me back shipping cost for both side as well as but the company is not repoding since that.
Final Business Response /* (4000, 13, 2015/08/17) */
Dear [redacted],
Thank you for your response in regard to a refund for the cost of returning the cabana.
Per the recorded phone conversation with the representative you agreed that you did not read the full description of this item. Because this is not our error, we are not responsible for the cost of returning this item. When we receive this item back, if for some reason we did send the incorrect item, we will issue a refund for the cost of returning this item.
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for Contacting Heartland America in regard to the charges applied to your credit card for the yearly renewal of your Value Club America membership. When you originally signed up for the Value Club America membership, a packet of information was sent to you explaining the...

details of the membership, which states that the membership is automatically renewed yearly, unless you notify us that you wish to cancel.  Each year, five weeks prior to the anniversary of each membership, letters are sent to our customers, alerting them that their membership will be renewing shortly.  Our records do not indicate that we were contacted regarding the charge, however on November 21, 2017 we did receive a chargeback notification from your Credit Card Company and a refund, was issued. Please contact your Credit Card Company for the refund transaction. I hope this information has helped.  We look forward to your continued patronage.  If you have any further questions, please do not hesitate to contact us.Sincerely,  Kara [redacted]

Dear Mr. [redacted], Thank you for contacting Heartland America in regard to the sales tax that was applied to your order. I am sorry for the delay in my response. Our account on Ebay is set up for sales tax on all items sold online. Unfortunately, they do not allow retailers to set specific...

categories for sales tax exemptions. We have issued a refund to your PayPal account in the amount of $2.71 for the sales tax that was applied to your order for the shoes, item #20067BJ. Please allow 24 hours for this refund to reflect on your account. For your future reference, if you place an order and you are charged tax, please contact us and we will assist you. 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:
Original payment included ALL overweight shipping fees,, I dont care what they are trying to claim to keep my money,, all I do know for a fact is this isnt the first time they have bait and switched me and kept my money or a part thereof due to something that was not my fault. I personally think it  is a way for them to deny my original order to only keep money that they know most people wont bother with worrying about.. in short,, a no product availibility even tho advertised in a current to date catalog so thereof we will scam you and keep it anyway by using shipping bull st underpayments,, which WAS never done!!  This isnt the first time either!!

Dear Mr. [redacted], Thank you for contacting us regarding your order for the Tablet, item #[redacted]. I am sorry that we were unable to process your order. Unfortunately, we did not receive our expected shipment from our vendor. Your refund check has been processed and you will receive your check within...

5-7 business days. Per your request, I have cancelled and issued a refund for your Value Club membership minus the savings. Our records indicate that you saved $20.00 on the Big Pitcher Oxygen, item #[redacted]. The cost of the Value Club membership was $29.99. SO a refund, in the amount of $9.99 has been issued to your credit card. Please allow 3-5 business days for this credit to appear on your credit card statement. We apologize for any inconvenience this may have caused. Sincerely, Kara [redacted]

Dear Ms. Jackson, Thank you for contacting us in regard to your refund for your cancelled order. I have researched your account on your behalf. Our records indicate that refund check #2241237 and also refund check #2241396 have processed and will mail within 3 business days. Please allow...

10-15 business days to receive your refund checks. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara Ness

Dear Mr. [redacted], Thank you for contacting us in regard to your order for the Oreck Air Purifier, item #[redacted]. I have researched your account on your behalf. Unfortunately, we did not receive this item from our vendor as expected. This item was cancelled and your pending Credit Card charge has been...

released. You were not charged for this item. 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 you for contacting us in regard to your order for the Electric Pole Saw, item #[redacted], from your order #[redacted]. I have researched your account on your behalf. Our records indicate that your order was placed on line. The shipping information was not updated when placing the...

order, therefore; the item shipped to your old address. This was not an error on Heartland Americas behalf. As stated from the customer service representative, the resident at your old address has contacted us and we have sent a label to her to return this item to us. Once this item is returned, the refund or exchange as you requested will process. For your future reference, if you place an order on our website, please change your shipping information and be sure to click on the "update" icon. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/02/11) */
Dear Mr. [redacted],
Thank you for contacting us in regard to the Value Club and Priority Plus memberships.
I have researched your account on your behalf. I am sorry if the customer service representative was not clear on the cost of the...

memberships.
Our records indicate that you received retro savings in the amount of $25.83, that was issued to your credit card on February 8, 2015. On February 9, 2016 both memberships were cancelled and an additional refund, in the amount of $33.15 was refunded to your credit card. In error, the representative should have issued a refund, in the amount of $34.15. I have issued the remainder $1.00 refund to your credit card. Please allow 3-5 business days for the refunds 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]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms. [redacted], Thank you for contacting us in regard to your order for the Garment Rack, item #[redacted], from your order #[redacted]. I have researched your account on your behalf. I am sorry for the delay in your order. Our records indicate that your order was shipped and delivered on December 21,...

2016. If you have not received this item, please respond and I can further research your account. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Mr. [redacted],
Thank you for contacting us in regard to your Solar Motion Light, item #46672, from your order #[redacted], dated 3/14/15.
I am sorry if this item is not working. Unfortunately, this item was purchased almost 9 months ago...

and is well beyond the 90 day return policy.
If you have not replaced the battery pack, we would suggest trying that. You may purchase a NI-Cd battery pack at your local electronics store.
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:
How am I supposed to forward all my email requests as well as all the various replies/excuse that Heartland has given me over the past 4 months using this form? There is not enough characters allowed!Instead, I will copy/paste the LAST reply from Heartland America on 6/13/17, where as you can see, they gave the ridiculous excuse that "there was an error removing your information from our catalog list on your previous requests". -----------RE: --PLEASE: Remove ME!!From     Heartland America [email protected] detailsTo     [redacted]@aol.comTue, Jun 13, 2017 12:32 pmDear [redacted], Thank you for your recent interest in Heartland America~  We would like to apologize for the delay in response to your email and thank you for your kind patience and understanding.  We checked into your account and found that unfortunately there was an error removing your information from our catalog list on your previous requests. We have reissued this removal request on 6/5/17, however because we need several weeks to prepare our catalog mailings, you may receive another catalog from us. We apologize in advance for any inconvenience this may cause. If you have any further questions or concerns, please do not hesitate to reply. We would be happy to assist you. For easy reference and to avoid delay in handling your inquiry, please include the contents of all previous/relevant emails when you send us further email on the same issue.Cr: [redacted] We appreciate your business and value you as a Heartland America Customer. Please visit us again at www.heartlandamerica.com. Have a wonderful day!Best Regards,Jeanine [redacted]Heartland America Customer [email protected]

(The consumer indicated he/she DID NOT accept the response from the busi[redacted].)
When I called my question was how do I buy a charger too continue to use weedeater I was told that one should have came with product. My response was there was none with product , if one should've been with product I don't have it and was told that I shouldn't have to buy a charger. My response was need to send product back because I can't use it anymore without charger. Return label was sent to me I returned product. However the letter company sent me was stating that all product are inspected before shipment and everything was included, I called and then talk to customer service rep who then gave me a return supervisor who said he would look into the matter and get back to me 2 months past no response that's when I called again and talked to another return supervisor and was told whats in my complaint. However I've done a sustantual amount of business with this company in last 6 months to be treated this way for I don't feel that asking for full refund or exchange weedeater is unreasonable for after all I did want product

Initial Business Response /* (1000, 5, 2015/08/31) */
Dear Mr. [redacted],
Thank you for contacting us in regard to your order for the leather bag, item #40270.
I am sorry if this item has an odor to it. Our records indicate that we have sent you a pre-paid label to return this item at no cost...

to you. Once this item is received, a full refund in the amount of $12.98 will be issued to your credit card.
We apologize for any inconvenience this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response. I would like to thank you for your successful resolution regarding this matter.
Final Consumer Response /* (2000, 13, 2015/09/10) */
Our mail just arrived and what was delivered, the paid postage label. The envelope was stamped 09/04/2015, it took seven days to arrive. I'll get the package out in tomorrows mail. I want to thank you for all of your help with this matter. Could you please let Heartland America know that I received the label.?

Dear Mr. [redacted],
Thank you for contacting us in regard to a refund, for the return of the Tornado String Trimmer, item #57307, from order #[redacted], dated June 5,2015.
I have researched your account on your behalf. Our records indicate that we had not been contacted regarding this item...

until the item was returned to us on October 6, 2015. When we received this item the item was missing the charger and showed extreme wear and use. At that time a letter was sent, letting you know that in order for us to process the return, we would need to receive the charger. That letter also stated that if we do not hear back from you within 60 days, Heartland America reserves the right to discard the item. Because we did not hear back from you, this item was discarded on January 20, 2016.
Please note that all calls received are recorded and researched by the incoming phone number. I was unable to locate any calls regarding that the original order was received without the charger. If you called from another phone number that is not listed in your account, please provide that telephone number so I can further research our phone bank.
We apologize for any inconvenience this may have caused. I hope this information has helped.
Sincerely,
Kara [redacted]