Homerun Products

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ I have gone back in our email archives and have no record of receiving an email from the customerUnfortunately, January through May is our busiest season, and since we were short-staffed this year, both customer service personnel were needed at the shows, so we didn't have someone in the office taking phone calls for several monthsAs such, many of the voicemails weren't taken care ofWe've resolved this issue, and have installed a new phone system that allows for call forwarding to our mobile phones so that something like this does not happen againWe are more than happy to refund Ms [redacted] the $or offer her a replacement hoseWe stand behind our product and the warranty we have on them, and encourage her accept the replacementShe can send an email to [email protected] or [email protected] in order to get that replacementOr if she would prefer a refund, she can call our office at [redacted] and speak with Noah to have a refund check sent out to her Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

There was a huge miscommunication in our office, which I take responsibility forI was told that the customer had been taken care of, and I should have done some follow up to make sure what I had been told was correctI was unaware that this situation wasn't resolvedThe person who was in possession of all of our stock had been asked several times to send the customer the replacements, and unfortunately did not do so and I wasn't told thatI did not know where our stock was for several weeksAgain, I take the blame for not following up on thisI have finally gotten a hold of the size and model of orthotics the customer needs and have sent them to herThis is not standard procedure for our company, and we apologize for the inconvenience and the lack of communicationThe UPS tracking number for the package is [redacted]

This issue was handled by one of our new hires for our customer service departmentThis employee, unto our knowledge, was not taking the job seriously and was not handling customer issues appropriatelyIt appears this is what happened in this instanceThis employee is no longer with the company, as this is just one of a handful of issues we are coming to find out aboutThe customer is welcome to email our customer service director at [redacted] @eurocastcookware.com in order to get this issue resolved and we will include a free pan of her choice to apologize for the mishandling of her issue

Initial Business Response /* (1000, 5, 2015/09/30) */
We're extremely sorry that there has been an issue getting in touch with usWe recently switched phone systems and in the midst of that, it appears that some customers are not able to get through to usWe're diligently getting to the bottom of
this, and are in contact with our phone carrier to get this take care of quicklyWe are more than happy to issue *** a refundShe can send an email to [email protected] with a copy of the receipt and the address she wants the check shipped to and we will send it immediately

Below is the link to our warranty policy literature that we have listed on our websiteImproper care of the pans can lead to the issues this customer was experiencingWe have a lifetime warranty in place to cover manufacturing defects like cracking, chipping, peeling, flakingAfter reviewing
this, our CEO has decided to make an exception and replace the pan free of charge, with the understanding that there are certain things that can void the warranty on the pans (listed below)As shown on the picture of the pan, the inner surface of the bottom is burnt black, which can happen when the pans are used with extremely high heat and then not properly cleaned. EuroCAST Warranty Policy: https://eurocastcookware.zendesk.com/hc/en-us/articles/115015898208-EuroCAST-War...⇄

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. The company followed through with suppling me with the replacement product and even including a complete set and not just the one that was requested.  I also received a hand written apology.  I would like to thank them for getting things corrected.

Please see attached. This check will go out today. We had talked to Mrs. [redacted] a couple of times and she said she would like to wait for a replacement, however we have not received any from the manufacturer. As I said she will be mailed a check today and we will have this matter resolved. Thank...

you.

Initial Business Response /* (1000, 5, 2015/07/29) */
I have gone back in our email archives and have no record of receiving an email from the customer. Unfortunately, January through May is our busiest season, and since we were short-staffed this year, both customer service personnel were needed...

at the shows, so we didn't have someone in the office taking phone calls for several months. As such, many of the voicemails weren't taken care of. We've resolved this issue, and have installed a new phone system that allows for call forwarding to our mobile phones so that something like this does not happen again. We are more than happy to refund Ms. [redacted] the $48.50 or offer her a replacement hose. We stand behind our product and the warranty we have on them, and encourage her accept the replacement. She can send an email to [email protected] or [email protected] in order to get that replacement. Or if she would prefer a refund, she can call our office at [redacted] and speak with Noah to have a refund check sent out to her.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This issue was handled by one of our new hires for our customer service department. This employee, unto our knowledge, was not taking the job seriously and was not handling customer issues appropriately. It appears this is what happened in this instance. This employee is no longer with the company,...

as this is just one of a handful of issues we are coming to find out about. The customer is welcome to email our customer service director at [redacted]@eurocastcookware.com in order to get this issue resolved and we will include a free pan of her choice to apologize for the mishandling of her issue.

There was a huge miscommunication in our office, which I take responsibility for. I was told that the customer had been taken care of, and I should have done some follow up to make sure what I had been told was correct. I was unaware that this situation wasn't resolved. The person who was in...

possession of all of our stock had been asked several times to send the customer the replacements, and unfortunately did not do so and I wasn't told that. I did not know where our stock was for several weeks. Again, I take the blame for not following up on this. I have finally gotten a hold of the size and model of orthotics the customer needs and have sent them to her. This is not standard procedure for our company, and we apologize for the inconvenience and the lack of communication. The UPS tracking number for the package is [redacted].