Hog Island Plumbing Company

The order was delayed due to a manufacturer issue Customer was advised of delay shortly after the order was placed All returned calls to us, as well as, emails were all from a woman that identified herself as an assistant to credit card holder Customer was assigned a direct Account Manager and communicated through a direct telephone number Company call logs show all calls by this customer answered and/or returned The first notice we received of the order cancelation was after delivery of the goods The woman caller stated they received a duplicate order Upon further investigation, she stated that they placed the same order with a different company I believe miscommunication between the end-user, credit card holder and/or the assistant created the issue which led to the duplicate orders and errant communication with usDue to the time that had lapsed between the goods received and return request, items were not eligible for return An exception was granted; however, and customer was provided with an RMA number and return instructions The goods were received today and the refund was processed

Internet Order *** was placed on 12/28/at 6:11:p.m(E.S.T.)The credit card was pre-authorized in the amount of $340.00.We have systems and procedures in place to protect ourselves, as well as, our customers against fraudulent purchasesWe follow bank and industry standard practices
and procedures for the processing of card-not-present transactions.The Credit Card issuer, in conjunction with our Merchant Fraud Prevention Software flagged this transaction as potential fraud due to the following:* Past history of one fraudulent order from the I.Paddress used to place this order.* I.Paddress location of Canada,* Billing Address located in *** U.SPost Office with shipping address identified as "*** Store" in Maryland.The next business day, 12/29/2016, the customer was notified that the order was placed on hold for management review We received a call from *** *** on 12/29/She was informed a manager will call her back to discuss The telephone number provided by the caller, (*** ***, was not operational. After return from the Holiday business closing we received an email demanding we release the funds on the card by 1/3/with the statement that they would complain to Revdex.com if the order did not ship or the funds releasedThe Customer Service Manage attempted the telephone number provided, (*** ***, as well as, an additional number from the order information with no response or voice mail option On 1/3/17, the Customer Service Manager emailed the customer to let them know we had been trying to contact them and to please call us to discuss the Fraud Alert on this orderShe offered to ship the order via overnight shipping at no additional cost once the fraud matter was settled There was no response by the customer.The pre-authorization was released/voided when the potential fraud aroseThe cancellation notification was emailed to the customer along with notice that the credit card pre-authorization was voided (see attached) At 8:p.mthe same day, the customer emailed demanding the order be cancelled and funds refunded They also stated the "deadline" to ship the order or receive a Revdex.com complaint had passed This tactic increased our fraud suspicion of the transaction We emailed the customer three different times informing them the pre-authorization was voided and that the order was cancelled The credit card was never charged since there was no shipment/invoice

The order was delayed due to a manufacturer issue Customer was advised of delay shortly after the order was placed All returned calls to us, as well as, emails were all from a woman that identified herself as an assistant to credit card holder Customer was assigned a direct
Account Manager and communicated through a direct telephone number Company call logs show all calls by this customer answered and/or returned. The first notice we received of the order cancelation was after delivery of the goods The woman caller stated they received a duplicate order Upon further investigation, she stated that they placed the same order with a different company I believe miscommunication between the end-user, credit card holder and/or the assistant created the issue which led to the duplicate orders and errant communication with usDue to the time that had lapsed between the goods received and return request, items were not eligible for return An exception was granted; however, and customer was provided with an RMA number and return instructions The goods were received today and the refund was processed

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The foregoing detailed reply from the merchant is in part, factually incorrect; and, in part, a disturbing distortion of the actual facts at play.However, after filing our complaint with the Revdex.com, the payment card in question was indeed successfully credited in full for the amount which had been sequestered from Fotronic Corporation/Test Equipment Depot. In the spirit of avoiding a "he said, she said" type of merry-go-round, we now regard this matter as closed
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[The business is making statementsI made multiple unanswered phone calls and left messages to cancel the order due to the delay within the first couple of weeks This order was placed in September and the 1st contact the company made to me was a voicemail from *** on Oct at 1:pm PST stating that the order could not be shipped without a company name (this was AFTER I had called to cancel the order) I have a saved voicemail that I can try to record and forward if necessary I did not respond to this call as I did not want the order filled Then I got an email stating the order would be shipped so I immediately called but the customer service line was unanswered as it was every time I called (every time I called the customer service call was unanswered and no one ever followed up) and I again left a message that the order should be cancelled The order was shipped and I had to pay to ship it back after multiple requests to have the business send me a prepaid shipping label were ignored In addition the business charged me $for a restocking fee that was their fault for shipping in the first place So I am out over $for errors made by this business Their response does NOT satisfy or resolve my issues. ]
Regards,
*** ***