Hello Mr. [redacted],We are saddened to know that you are unsatisfied with the service/product that you received from our company. I would like to personally extend our company’s deepest apology since we are not able to meet you expectations yet, we appreciate your honest feedback.As a part of this...
company’s Management Team, we would like to ask you if there is anything else that we can do to earn your trust and fidelity back. Since we have your email address & phone number we would like to be in correspondence with you. But if you rather call us please do so at 1-949-877-1839.Our mission as a company is to make sure that all of our customers regardless if they have contacted us or not are happy with our product and ultimately with our company. Thus, we are sending you this email to ensure that our common goal as a company will be met. I hope that you will consider our offer and reply to this email.Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
To Rooftop Brands,
The agent I spoke with was very helpful with my case and should be commended for her level of customer service. Unfortunately it 2 and half months to get to this point.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
From: [redacted] [mailto:[redacted]] Sent: Wednesday, August 24, 2016 11:00 AM To: drteam <[email protected]> Subject: Cloud Rider Drone. The company never contacted me about refunding my payment for their mistake. This matter is NOT resolved. Refund is the final action.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
[redacted] Sent: Friday, January 06, 2017 3:12 PMTo: drteam <[email protected]>Subject: Roof Top Brands complaintI filed a complaint against Roof Top Brands, #[redacted]. It has been resolved satisfactorily. They shipped me a replacement. Thank you for your 'hand' in this. I am very impressed with your results...Thanks again. Don Hankins
Hello [redacted], My name is David and I have been tasked with Revdex.com issues for Rooftop Brands. I am part of a new team here at Rooftop Brands that has come on board to help fix and maintain the customer service issues. We understand your frustration with the information that you were provided. I would be happy to work with you hand and hand to find a suitable resolution. Bumble orders can take 6-8 weeks to arrive to customers. The bumble orders are printed in batches of 7,000 or more, when they are printed customers receive a tracking notice via an automated system. This is perhaps the reason you were given the information pertaining to it's shipment. Due to the large influx of prints that happen at one time, each and every bumble would have to have the tracking information inputted manually (this can be counter productive). The time that the shipping is actually updated is when the order becomes active within the [redacted] network, which can take time due to only X amount of items being shipped per day. I know this is not a suitable resolution, however I believe having some back story into the reason you were given that information is helpful. Please let me know how we can find a resolution that will work for you. Sincerely, David
Hello, thank you for notifying us of your issue. I do apologize for the misunderstanding in shipping times for the Bumble. On the back on the redeemable cards, it states the bumble takes 6-8 weeks for delivery. I am showing you placed your order with us on 12/13/15. We are working daily...
to get these items out to customers due to being in such high demand. Thank you for your patience with us. If you have any questions, please do not hesitate to contact us at 949-566-9573.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Sent: Friday, April 06, 2018 7:11 AM To: drteam Subject: Complaint #[redacted] Roof Top Brands has offered me a replacement drone and battery. I's in the process of being shipped. I will wait for it to arrive and make sure it works properly before responding to you at the Revdex.com. Please keep this case open until then. Thank you, [redacted]
Hello, thanks for contacting us. I do apologize no one has gotten back in contact with you as of now. I am showing when you emailed the support desk, we were out observing the previous holidays. We have several emails that we are currently getting through. Please note the bumble takes 6-8 weeks to...
be delivered. We are shipping out [redacted] daily due to being so high in demand. Your [redacted] will ship from our facility today. Your [redacted] tracking # is [redacted]. Thank you for your continued patience with us. Propel Team, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[David's company's success should not be at debate here. If he wants it to stay successful, he will work MUCH harder on customer service. I personally don't care about the thousands of orders he had to process, I am concerned about mine. If they can't handle th orders, they shouldn't be In Business. I only received my product because I got the Revdex.com involved. There was nothing in good faith on the end of the company. Being told [redacted] forgot to do pick ups for almost two weeks is unbelievable. If mail isn't being picked up, the company should get on the phone and find out why, not sit passively by. Horrible customer service. I give it an F rating.
Regards,
Revdex.com:
This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/8/2016 and assigned ID [redacted].
Regards,
Hello, I do apologize for the inconvenience you have experienced with your unit. I am not showing any records of contact from you in our system. If you would like to email me personally, I will be happy to have this issue resolved for you. My name is Myriah and my email address is [redacted]. You are also welcomed to contact our support desk at 949-566-9573 and ask to speak with Myriah also. I am positive we can get this issue resolved. Thank you. Propel Team, Myriah
I am writing to inform Mr. [redacted] that we have been advised to send the remote. It has been tested and witnessed by 3 employees to the fact that the remote works as it should.The unit will leave tomorrow via [redacted]Have a wonderful day.Patrick W[redacted]
Hi [redacted] We are sorry to hear about the issue you are having. A replacement drone of higher value has already be shipped to you. It can be tracked via [redacted] and the tracking number has been emailed to you. Once again we apologize for the issue, should you have additional questions...
please feel free to reach out to us. Kind regards,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Product IssuesselectProblem:I have NO complaints on Rooftop Brands, I would like to have my last complaint changed from unresolved to RESOLVED please. I have been in contact with Patrick W[redacted] several times in the last weeks and he had taken care of my issue professionally, and treated me like a customer should. Rooftop Brands is an excellent company and they do resolve their issues. I was out of town recently and did not see a link where I had to go and complete previous complaint. However, I want it on record that Rooftop Brands did resolve my issue (they took back the old products and replaced them with new product). They also resolved the conflict of their customer service. Again, Patrick W[redacted] and Rooftop Brands did RESOLVE my issue from the previous complaints, please remove the unresolved and show on record is Rooftop Brands being a top notch company on taking care of their customers. Please feel free to contact me if you have any more questions. Thanks again to Rooftop Brands and especially Patrick W[redacted] on taking the time to resolve my issue.Translate Desired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want the unresolved removed from the Revdex.com records and shown as resolved. Rooftop Brands is sending me new products and have contacted me. Patrick W[redacted] is top notch and has resolved the issue to both our satisfactions.
Hello, thanks for contacting us. I show you emailed our support desk yesterday and we have no phone records from you. We follow up with all support desk tickets within 48 hours. Please email me at [redacted]@propelcare.com for further assistance. Thank you. Propel Team, [redacted]
Hello, thanks for notifying us. Please use our warranty link below to submit your warranty request. We will be happy to replace your heli as long as it falls within our warranty rules. Thank you. Greetings! Thanks for Emailing us about your issue. Please read our warranty card...
carefully before we send you an RMA number. If our highly skilled techs determine it is not a manufacturer defect you will be responsible for the return postage of your unit.Please send a photo copy of your receipt.To process a return with us please go to:https://propeltoys.zendesk.com/hc/en-us/requests/newFill in the Return Faulty Product form and the process will begin! Again we apologize for the issue you are facing.Happy FlyingPropel Flight Team
Hello [redacted] I do apologize on behalf of our company that you have not been able to get through our busy phone lines and emails here. Due to the holiday season, we have been extremely busy here with assisting customers. I am showing we shipped your order on time but their was an...
error with your shipping address. We have several representatives answering the phone lines here daily as well as the email support. I am showing we received an email from you, but it was our mistake it was not responded to in a timely manner. Please contact us today at [redacted] Please provide us with your correct shipping address and we will be happy to reship your order. Have a great day and thank you for notifying us. Propel Team, [redacted]
Hello, First I would like to apologize to the customer for our lack of support here at Rooftop Brands. Due to the holiday season, our support desk does receive a large amount of calls and emails. I do apologize you were not able to get through to speak with someone regarding this issue. I can ensure you now and in the future, more representatives will be available to take calls. All orders placed at [redacted] are shipped out within 1-3 business days. [redacted] placed his order with us on November 15, 2015. His order shipped from our facility on November 19,2015. Please be reminded that we are closed on the weekends. [redacted] for his [redacted] Please view the attachments of the [redacted] showing when the order shipped out and [redacted]'s order placed with us for more details. [redacted] did email our desk, and I do apologize again he was yet to receive a response back. This support ticket was submitted on Wednesday. We answer all email support tickets within 48 hours also. [redacted] was contacted by a customer service manager to discuss this matter in more detail. Thank you. Rooftop Brands
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me providing that the replacement that was sent to me is not another dud and works perfectly.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
The charger was sent to my address [redacted] and I am now a happy camper .
Hello Mr. [redacted],We are saddened to know that you are unsatisfied with the service/product that you received from our company. I would like to personally extend our company’s deepest apology since we are not able to meet you expectations yet, we appreciate your honest feedback.As a part of this...
company’s Management Team, we would like to ask you if there is anything else that we can do to earn your trust and fidelity back. Since we have your email address & phone number we would like to be in correspondence with you. But if you rather call us please do so at 1-949-877-1839.Our mission as a company is to make sure that all of our customers regardless if they have contacted us or not are happy with our product and ultimately with our company. Thus, we are sending you this email to ensure that our common goal as a company will be met. I hope that you will consider our offer and reply to this email.Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
To Rooftop Brands,
The agent I spoke with was very helpful with my case and should be commended for her level of customer service. Unfortunately it 2 and half months to get to this point.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
From: [redacted] [mailto:[redacted]] Sent: Wednesday, August 24, 2016 11:00 AM To: drteam <[email protected]> Subject: Cloud Rider Drone. The company never contacted me about refunding my payment for their mistake. This matter is NOT resolved. Refund is the final action.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
[redacted] Sent: Friday, January 06, 2017 3:12 PMTo: drteam <[email protected]>Subject: Roof Top Brands complaintI filed a complaint against Roof Top Brands, #[redacted]. It has been resolved satisfactorily. They shipped me a replacement. Thank you for your 'hand' in this. I am very impressed with your results...Thanks again. Don Hankins
Hello [redacted], My name is David and I have been tasked with Revdex.com issues for Rooftop Brands. I am part of a new team here at Rooftop Brands that has come on board to help fix and maintain the customer service issues. We understand your frustration with the information that you were provided. I would be happy to work with you hand and hand to find a suitable resolution. Bumble orders can take 6-8 weeks to arrive to customers. The bumble orders are printed in batches of 7,000 or more, when they are printed customers receive a tracking notice via an automated system. This is perhaps the reason you were given the information pertaining to it's shipment. Due to the large influx of prints that happen at one time, each and every bumble would have to have the tracking information inputted manually (this can be counter productive). The time that the shipping is actually updated is when the order becomes active within the [redacted] network, which can take time due to only X amount of items being shipped per day. I know this is not a suitable resolution, however I believe having some back story into the reason you were given that information is helpful. Please let me know how we can find a resolution that will work for you. Sincerely, David
Hello, thank you for notifying us of your issue. I do apologize for the misunderstanding in shipping times for the Bumble. On the back on the redeemable cards, it states the bumble takes 6-8 weeks for delivery. I am showing you placed your order with us on 12/13/15. We are working daily...
to get these items out to customers due to being in such high demand. Thank you for your patience with us. If you have any questions, please do not hesitate to contact us at 949-566-9573.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Sent: Friday, April 06, 2018 7:11 AM To: drteam Subject: Complaint #[redacted] Roof Top Brands has offered me a replacement drone and battery. I's in the process of being shipped. I will wait for it to arrive and make sure it works properly before responding to you at the Revdex.com. Please keep this case open until then. Thank you, [redacted]
Hello, thanks for contacting us. I do apologize no one has gotten back in contact with you as of now. I am showing when you emailed the support desk, we were out observing the previous holidays. We have several emails that we are currently getting through. Please note the bumble takes 6-8 weeks to...
be delivered. We are shipping out [redacted] daily due to being so high in demand. Your [redacted] will ship from our facility today. Your [redacted] tracking # is [redacted]. Thank you for your continued patience with us. Propel Team, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[David's company's success should not be at debate here. If he wants it to stay successful, he will work MUCH harder on customer service. I personally don't care about the thousands of orders he had to process, I am concerned about mine. If they can't handle th orders, they shouldn't be In Business. I only received my product because I got the Revdex.com involved. There was nothing in good faith on the end of the company. Being told [redacted] forgot to do pick ups for almost two weeks is unbelievable. If mail isn't being picked up, the company should get on the phone and find out why, not sit passively by. Horrible customer service. I give it an F rating.
Regards,
Revdex.com:
This letter is to inform you that Rooftop Brands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/8/2016 and assigned ID [redacted].
Regards,
Hello, I do apologize for the inconvenience you have experienced with your unit. I am not showing any records of contact from you in our system. If you would like to email me personally, I will be happy to have this issue resolved for you. My name is Myriah and my email address is [redacted]. You are also welcomed to contact our support desk at 949-566-9573 and ask to speak with Myriah also. I am positive we can get this issue resolved. Thank you. Propel Team, Myriah
I am writing to inform Mr. [redacted] that we have been advised to send the remote. It has been tested and witnessed by 3 employees to the fact that the remote works as it should.The unit will leave tomorrow via [redacted]Have a wonderful day.Patrick W[redacted]
Hi [redacted] We are sorry to hear about the issue you are having. A replacement drone of higher value has already be shipped to you. It can be tracked via [redacted] and the tracking number has been emailed to you. Once again we apologize for the issue, should you have additional questions...
please feel free to reach out to us. Kind regards,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Product IssuesselectProblem:I have NO complaints on Rooftop Brands, I would like to have my last complaint changed from unresolved to RESOLVED please. I have been in contact with Patrick W[redacted] several times in the last weeks and he had taken care of my issue professionally, and treated me like a customer should. Rooftop Brands is an excellent company and they do resolve their issues. I was out of town recently and did not see a link where I had to go and complete previous complaint. However, I want it on record that Rooftop Brands did resolve my issue (they took back the old products and replaced them with new product). They also resolved the conflict of their customer service. Again, Patrick W[redacted] and Rooftop Brands did RESOLVE my issue from the previous complaints, please remove the unresolved and show on record is Rooftop Brands being a top notch company on taking care of their customers. Please feel free to contact me if you have any more questions. Thanks again to Rooftop Brands and especially Patrick W[redacted] on taking the time to resolve my issue.Translate Desired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want the unresolved removed from the Revdex.com records and shown as resolved. Rooftop Brands is sending me new products and have contacted me. Patrick W[redacted] is top notch and has resolved the issue to both our satisfactions.
Hello, thanks for contacting us. I show you emailed our support desk yesterday and we have no phone records from you. We follow up with all support desk tickets within 48 hours. Please email me at [redacted]@propelcare.com for further assistance. Thank you. Propel Team, [redacted]
Hello, thanks for notifying us. Please use our warranty link below to submit your warranty request. We will be happy to replace your heli as long as it falls within our warranty rules. Thank you. Greetings! Thanks for Emailing us about your issue. Please read our warranty card...
carefully before we send you an RMA number. If our highly skilled techs determine it is not a manufacturer defect you will be responsible for the return postage of your unit.Please send a photo copy of your receipt.To process a return with us please go to:https://propeltoys.zendesk.com/hc/en-us/requests/newFill in the Return Faulty Product form and the process will begin! Again we apologize for the issue you are facing.Happy FlyingPropel Flight Team
Hello [redacted] I do apologize on behalf of our company that you have not been able to get through our busy phone lines and emails here. Due to the holiday season, we have been extremely busy here with assisting customers. I am showing we shipped your order on time but their was an...
error with your shipping address. We have several representatives answering the phone lines here daily as well as the email support. I am showing we received an email from you, but it was our mistake it was not responded to in a timely manner. Please contact us today at [redacted] Please provide us with your correct shipping address and we will be happy to reship your order. Have a great day and thank you for notifying us. Propel Team, [redacted]
Hello, First I would like to apologize to the customer for our lack of support here at Rooftop Brands. Due to the holiday season, our support desk does receive a large amount of calls and emails. I do apologize you were not able to get through to speak with someone regarding this issue. I can ensure you now and in the future, more representatives will be available to take calls. All orders placed at [redacted] are shipped out within 1-3 business days. [redacted] placed his order with us on November 15, 2015. His order shipped from our facility on November 19,2015. Please be reminded that we are closed on the weekends. [redacted] for his [redacted] Please view the attachments of the [redacted] showing when the order shipped out and [redacted]'s order placed with us for more details. [redacted] did email our desk, and I do apologize again he was yet to receive a response back. This support ticket was submitted on Wednesday. We answer all email support tickets within 48 hours also. [redacted] was contacted by a customer service manager to discuss this matter in more detail. Thank you. Rooftop Brands
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me providing that the replacement that was sent to me is not another dud and works perfectly.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
The charger was sent to my address [redacted] and I am now a happy camper .