Unfortunately we have no record of receiving any emails, messages, or phone calls from this customer, but we are more than happy to help resolve any issues regards this orderWe have reached out via phone and were unable to reach Mr [redacted] at the phone number provided us so we are following up with him via email to see how we can help resolve this issue
My friends and I decided to buy hookahOne of my friends fell for it's advertisement of "largest selection"Because we party of adults we've decided to buy several hookahs but to avoid paying extra shipping charges we got everything in one order: one of my friends created an account and I payed with my credit cardAfter placing an order we were selected for a reviewWe were patiently waited and submitted all of the necessary documents: first it was a picture of ID and my credit card, after they asked for my friend's ID picture, after they send me authorization form because the amount of our order was large, and after they asked me for a snap shot of amount that they allegedly authorized ($or less) on my credit cardI called my bank and the manager told me that there is no authorization from this company but the original amount of $I went back to the website and one of the representative told me that we should wait for couple of days to see authorizationI agreed but few hours later I got an e-mail saying that our order has been canceled!!! When I asked why - they told me that it's taking to long to reviews usI was frustrated and told them that I will complainFew days later we cooled down and decided to give them another chanceAnd this time we figure out why it has been canceled - because we are from Russia, Ukraine and Kazakhstan! This place is racist!!! My friend tried to place another order under his name and then when they told him that they do not sell to "Russian accounts"! I am Russian but have US citizenship - I decided to do it all under my name and my account - still got canceled and a lady in very nasty way told me that I've been explained everything already! In years I have never experienced anything like this - I am proud Republican, owner of vacation rental and small business; I am dealing with all kind of businesses and people and never(!!!) had anyone treated me this way! My friends and I taking our $order elsewhereThere are other websites and stores all over the country and you can find a better place to spend your money
Complaint: ***
I am rejecting this response because: I have not heard from you regarding this matterThe email is ***@aol.comI await your response
Regards,*** ***
Complaint: ***
I am rejecting this response because:First off, this is NOT about the money or returnIt's about your employee's view on how they believe it is okay to ship your products in such conditionsThis is constantly being ignored by your employees, and now you as wellI would really like to se what the action for this case is? Instead of taking blame or anything similar, I keep getting something along the lines of, "we have an excellent packing team; the way the boxes sent to us are as is; they come in palettes; etc"If you have an 'excellent packing team', why were my items LOOSE in the box, banging and clanging around? Why did this packaging specialist ship a hookah to me whose box was DESTROYED and looked like it had been sitting for years and years with dust and grime on top of it? Why did it look like the box had been pried open? And if your packer did open the box, why did this 'excellent' packer leave the metal pieces loose and why didn't he or she pack it well to avoid damages from happening? How is that 'excellent' packing? Second, part of the conversation you attached of the chat isn't even me. I'd like for this to be taken care of, reallyI will be returning this hookah after Christmas and ordering from a business that has better customer service and are organized and CARE about their customer's items' safetyIt seems this keeps getting ignored over and over againI do not want a boxI do not want $That will do nothing for me.
Regards,
*** ***
Mr*** has contacted our business on 6/After trying to get more information from the actual manufacturer regarding a replacement being sent, we have decided to send a replacement directly to Mr***The order number for this is It will be leaving our warehouse tomorrow and
he will receive a tracking number via email
Please don't hesitate to contact us if there are other questions or concerns
*** ***
Thanks for the email. Being as there are no emails from Jon regarding the order issue we were never aware of the issue outside of initial contact from Revdex.com. That and when trying to contact him several times both my email and phone calls we have not received any response. We left him another voicemail asking for him to give us a call back to see if we can kind a resolution to the issue he is having.
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.
Regards,
[redacted]
Unfortunately we have no record of receiving any emails, messages, or phone calls from this customer, but we are more than happy to help resolve any issues regards this order. We have reached out via phone and were unable to reach Mr. [redacted] at the phone number provided us so we are following up with...
him via email to see how we can help resolve this issue.
Complaint: [redacted]
I am rejecting this response because I have not received the replacement yet.
--------------
Dear Ms. [redacted] ,
Thank you for sharing the message from the business. Actually, I was contacted from the business and we told about my complaint. Finally, they have committed me to send a replacement to me in exchange item which has the initial failure.
Now, I am just waiting for delivery of the replacement because I have not yet received such replacement from the business. Thus, please keep your status as it stands now, it mean, please do not close this complaint in your side because the replacement may not be delivered to me. If the replacement would not deliver to me, I will have to resort to you.
I will let you know promptly if I receive the replacement from the business.
I will really appreciate if you kindly accept my request.
Regards,
[redacted]
I certainly understand your frustration Mr. [redacted]. We do try our best to make sure our products arrive in the best possible condition. From time to time, that may not always happen I'm afraid. Without documentation or pictures of how the box arrived or how the packaging arrived, it is hard for us to make note and changes to our processes so that we can prevent any issue like this from occurring in the future. I do apologize that your package arrived in inadequate conditions. I assure you that we do try our best to come to the best possible solution for any issue. I apologize that we weren't able to reach a more suitable resolution for you. I have set you up with a prepaid return shipping label from UPS. The email will be coming from them. You will just need to print the label and affix it to the box you are returning the items in. If you have any issues, you can contact me directly. Sincerely, [redacted]
When Mr. [redacted] contacted us first about the issue with his order, we asked for pictures of any damage to the items in the package. He expressed concern with how the items were packaged and that the product packaging itself was damaged. Unfortunately he had already disposed of the product packaging....
Typically in these situations, we do need to see the actual damage so that we can properly file claims with our shipping companies or forward the information to the manufacturer. We did ask for a picture of the actual product to see if there was any damage to the product itself, and luckily there was not. We offered some store credit ($5), to send him a replacement box, or issue a small refund for the product packaging ($5). All of these solutions are outside of our normal operating procedures since we did not have any documentation of damage. I also attempted to call Mr. [redacted] myself to discuss the situation, but the phone number we have on his account seems to be for a different person. If Mr. [redacted] would like to call, he can ask for me directly and I would be happy to discuss the issue and we can work on a solution. In this situation, it seems the product was for a gift. We assured him if there were any issues once the recipient opened the gift, we would be happy to replace any damage. We would be happy to offer one of those options, or if Mr. [redacted] is completely unsatisfied, we can set him up with a prepaid return shipping label and issue him a full refund upon its receipt at our warehouse. I have attached the picture that Mr. [redacted] sent us of the product. I have also attached the chat transcript for the conversation he had with [redacted] and with Clay. Please let me know if there are any additional questions or if I can provide any additional information. Best, [redacted]
Thanks for the email! Although the contained packaging of the goods are on a case to case basis from the manufacturer which we have now updated on our website. I have contacted [redacted] and we agreed upon a response to the issue and he said he would be contacting you to remove the complaint. Please...
don't hesitate to contact us if you have any other questions or concerns. Thanks!
Unfortunately we have no record of receiving any emails, messages, or phone calls from this customer, but we are more than happy to help resolve any issues regards this orderWe have reached out via phone and were unable to reach Mr [redacted] at the phone number provided us so we are following up with him via email to see how we can help resolve this issue
My friends and I decided to buy hookahOne of my friends fell for it's advertisement of "largest selection"Because we party of adults we've decided to buy several hookahs but to avoid paying extra shipping charges we got everything in one order: one of my friends created an account and I payed with my credit cardAfter placing an order we were selected for a reviewWe were patiently waited and submitted all of the necessary documents: first it was a picture of ID and my credit card, after they asked for my friend's ID picture, after they send me authorization form because the amount of our order was large, and after they asked me for a snap shot of amount that they allegedly authorized ($or less) on my credit cardI called my bank and the manager told me that there is no authorization from this company but the original amount of $I went back to the website and one of the representative told me that we should wait for couple of days to see authorizationI agreed but few hours later I got an e-mail saying that our order has been canceled!!! When I asked why - they told me that it's taking to long to reviews usI was frustrated and told them that I will complainFew days later we cooled down and decided to give them another chanceAnd this time we figure out why it has been canceled - because we are from Russia, Ukraine and Kazakhstan! This place is racist!!! My friend tried to place another order under his name and then when they told him that they do not sell to "Russian accounts"! I am Russian but have US citizenship - I decided to do it all under my name and my account - still got canceled and a lady in very nasty way told me that I've been explained everything already! In years I have never experienced anything like this - I am proud Republican, owner of vacation rental and small business; I am dealing with all kind of businesses and people and never(!!!) had anyone treated me this way! My friends and I taking our $order elsewhereThere are other websites and stores all over the country and you can find a better place to spend your money
Complaint: ***
I am rejecting this response because: I have not heard from you regarding this matterThe email is ***@aol.comI await your response
Regards,*** ***
Complaint: ***
I am rejecting this response because:First off, this is NOT about the money or returnIt's about your employee's view on how they believe it is okay to ship your products in such conditionsThis is constantly being ignored by your employees, and now you as wellI would really like to se what the action for this case is? Instead of taking blame or anything similar, I keep getting something along the lines of, "we have an excellent packing team; the way the boxes sent to us are as is; they come in palettes; etc"If you have an 'excellent packing team', why were my items LOOSE in the box, banging and clanging around? Why did this packaging specialist ship a hookah to me whose box was DESTROYED and looked like it had been sitting for years and years with dust and grime on top of it? Why did it look like the box had been pried open? And if your packer did open the box, why did this 'excellent' packer leave the metal pieces loose and why didn't he or she pack it well to avoid damages from happening? How is that 'excellent' packing? Second, part of the conversation you attached of the chat isn't even me. I'd like for this to be taken care of, reallyI will be returning this hookah after Christmas and ordering from a business that has better customer service and are organized and CARE about their customer's items' safetyIt seems this keeps getting ignored over and over againI do not want a boxI do not want $That will do nothing for me.
Regards,
*** ***
Mr*** has contacted our business on 6/After trying to get more information from the actual manufacturer regarding a replacement being sent, we have decided to send a replacement directly to Mr***The order number for this is It will be leaving our warehouse tomorrow and
he will receive a tracking number via email
Please don't hesitate to contact us if there are other questions or concerns
*** ***
Love the them only place I buy my hookahs from fast shipping and killer prices
Thanks for the email. Being as there are no emails from Jon regarding the order issue we were never aware of the issue outside of initial contact from Revdex.com. That and when trying to contact him several times both my email and phone calls we have not received any response. We left him another voicemail asking for him to give us a call back to see if we can kind a resolution to the issue he is having.
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.
Regards,
[redacted]
Unfortunately we have no record of receiving any emails, messages, or phone calls from this customer, but we are more than happy to help resolve any issues regards this order. We have reached out via phone and were unable to reach Mr. [redacted] at the phone number provided us so we are following up with...
him via email to see how we can help resolve this issue.
Complaint: [redacted]
I am rejecting this response because I have not received the replacement yet.
--------------
Dear Ms. [redacted] ,
Thank you for sharing the message from the business. Actually, I was contacted from the business and we told about my complaint. Finally, they have committed me to send a replacement to me in exchange item which has the initial failure.
Now, I am just waiting for delivery of the replacement because I have not yet received such replacement from the business. Thus, please keep your status as it stands now, it mean, please do not close this complaint in your side because the replacement may not be delivered to me. If the replacement would not deliver to me, I will have to resort to you.
I will let you know promptly if I receive the replacement from the business.
I will really appreciate if you kindly accept my request.
Regards,
[redacted]
I certainly understand your frustration Mr. [redacted]. We do try our best to make sure our products arrive in the best possible condition. From time to time, that may not always happen I'm afraid. Without documentation or pictures of how the box arrived or how the packaging arrived, it is hard for us to make note and changes to our processes so that we can prevent any issue like this from occurring in the future. I do apologize that your package arrived in inadequate conditions. I assure you that we do try our best to come to the best possible solution for any issue. I apologize that we weren't able to reach a more suitable resolution for you. I have set you up with a prepaid return shipping label from UPS. The email will be coming from them. You will just need to print the label and affix it to the box you are returning the items in. If you have any issues, you can contact me directly. Sincerely, [redacted]
When Mr. [redacted] contacted us first about the issue with his order, we asked for pictures of any damage to the items in the package. He expressed concern with how the items were packaged and that the product packaging itself was damaged. Unfortunately he had already disposed of the product packaging....
Typically in these situations, we do need to see the actual damage so that we can properly file claims with our shipping companies or forward the information to the manufacturer. We did ask for a picture of the actual product to see if there was any damage to the product itself, and luckily there was not. We offered some store credit ($5), to send him a replacement box, or issue a small refund for the product packaging ($5). All of these solutions are outside of our normal operating procedures since we did not have any documentation of damage. I also attempted to call Mr. [redacted] myself to discuss the situation, but the phone number we have on his account seems to be for a different person. If Mr. [redacted] would like to call, he can ask for me directly and I would be happy to discuss the issue and we can work on a solution. In this situation, it seems the product was for a gift. We assured him if there were any issues once the recipient opened the gift, we would be happy to replace any damage. We would be happy to offer one of those options, or if Mr. [redacted] is completely unsatisfied, we can set him up with a prepaid return shipping label and issue him a full refund upon its receipt at our warehouse. I have attached the picture that Mr. [redacted] sent us of the product. I have also attached the chat transcript for the conversation he had with [redacted] and with Clay. Please let me know if there are any additional questions or if I can provide any additional information. Best, [redacted]
Thanks for the email! Although the contained packaging of the goods are on a case to case basis from the manufacturer which we have now updated on our website. I have contacted [redacted] and we agreed upon a response to the issue and he said he would be contacting you to remove the complaint. Please...
don't hesitate to contact us if you have any other questions or concerns. Thanks!
Complaint: [redacted]
I am rejecting this response because: Never received an email from the company
Regards,[redacted]