HRM USA, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:They wasted a lot of my time Regards, [redacted]

Hello [redacted] , I am so sorry, but it was your local mail carrier that noted the delivery, not [redacted] or us The carriers information is simply passed through to [redacted] who displays the tracking, we have no access to that tracking or ability to control it and [redacted] cannot update tracking once an item is processed through a local post office Unfortunately when we ship an item, we are always at the mercy of the local post office or other local carriers to deliver Typically when a package is truly "lost" the carrier did in fact deliver correctly but packages can be stolen from a mailbox or door and there is just no way to avoid that Thankfully it is very rare Miss-deliveries by the carrier are much more common and are usually resolved in a day or two when a friendly neighbor brings the package to your door or gives it back to the local carrier for redelivery I have had this happen myself with my own orders from other companies Never lost packages, just well meaning neighbors that end up with something that should have been in my mailbox that they intend to bring by later and simply forget for a few days But the point is that it was absolutely in your carrier hands - per the tracking that can only be updated by the local post office I am not familiar with the [redacted] area because I am out of state and yet I do recognize the name, so my guess is your local carrier has a pretty large route to handle and occasionally this will happenI hope you can understand also, we cannot control exactly what happens to your package when it leaves our facility We can only insure against losses that are covered once the last possible delivery date has pastIn the case of your package, it left our facility on the 21st and travelled to the [redacted] facility in MD On the 24th it was scanned in at your local post office That scan cannot come from [redacted] or us It can only come from your local post office Your post office sorted the mail at 5:26am, handed it to the carrier at 8:37am and he/she delivered (somewhere) at 11:12amIf we had lost your package, it would have never arrived to MDIf [redacted] had lost your package it would have never arrived to your local post officeYour local post office has lost your package USPS tracking number [redacted] You can track it at the www.USPS.com website but here it is for your reference Start at the bottom for trackingOctober 24, , 11:am Delivered [redacted] ** *** Your item was delivered at 11:am on October 24, in [redacted] ***USPS October 24, , 8:am Out for Delivery [redacted] ** *** USPS October 24, , 8:am Sorting Complete [redacted] ** *** USPS October 24, , 5:am Arrived at Post Office [redacted] ** *** USPS October 22, , 2:am Departed Shipping Partner Facility [redacted] ** *** *** October 21, , 9:pm Arrived Shipping Partner Facility [redacted] ** *** [redacted] This order was not scheduled to arrive in two days, which is why the delay in issuing creditWe provide a credit when the item truly hasn't arrived by the last possible scheduled timeframe Almost all "lost" packages actually do turn up, usually pretty quickly but sometimes a little longer, unless they have truly been stolen We insure any package that leaves our facility, so there is never a monetary loss to the customer Ever We do ship thousands of packages every day, so rarely one does not make it, but we always make certain either a credit is issued or a reshipment processed which would have happened for you should the package not arrive by the 4th I am going to go ahead and issue your credit today I will follwith the claim on the 4th It is possible you will be contacted by the insurer so please just let them know you did not receive the package I am sorry this has been so frustrating for you Please let us know if the package should arrive anyway so we can send you a pick up label or charge your card if you decide to keep it because a claim will be in process Also, not that I expect you too, but if you do decide to order this item though us againI can upgrade your shipping to a faster method and even require a signature if you prefer it I will make a note on your original order so please provide reference number [redacted] and call us directly at ###-###-#### I hope you understand my response Emails are never quite like phone calls and you don't always get well meaning intentions across I am not intending to shift blame, I understand your package did not arrive when you expected and then your credit wasn't issued in the timeframe you desired I am going to make this right for you now I was just hoping to explain the process of delivery so you didn't think we were intentionally trying to give you a hard timeThanks, Amy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:After several days of rethinking the previous incidents, I'm still disturbed by this companies customer service and business practicesI cannot express my dissatisfaction with this businessI feel there is no resolution for they way their representatives spoke to me on the telephoneI don't believe there is a resolution for that accept a sincere apologyThere's no reason to offer a credit with their company, I don't feel I will be ordering from this company again Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not fully satisfactory to me, however I am done with the matter The company will give a partial refund unless I return the entire item at my own expense This doesn't make sense because they still made money off a defective itemI am done with this matter because it's no longer worth the time but I still believe the company should be investigated for numerous claims of selling defective products Thanks for your time Regards, [redacted] ***

Hello ***,I am sorry to hear your having trouble with your order and return.I have reviewed your order and your complaintI will try to help you understand the charges that were assessedYour original order was for a [redacted] and a VIP membership The VIP membership is a non refundable subscription that allows you access to special pricing as well as extended return timeframeYou returned a [redacted] using our return label which you generated onlineWhen you generate the label online you agree to the return costs associated with the label In this case the label cost was It is a very clear process that allows you to easily generate a return label designed to allow you access to our low cost shipping rates and ease of being able to print the label online on your ownIt does allow you to print the return label but only after you agree to the costs associated with itAlso, your VIP membership is non refundable, it allows you access to discounts now and in the future on nearly every item we sellThis VIP membership is still active and cannot be returnedYour were originally assessed a restocking fee on your [redacted] but I can see that today Kristin has reversed that restocking fee and credited back to your cardBecause Kristin has waived the restocking fee your total out of pocket charges are only for the return label you used to return the item to us and your VIP membership costs there is nothing further due to you at this timeAs a side note, your location is very close to ours, you can always avoid shipping costs and most restocking fees by driving out to pick up or drop off an order We are happy to help our customers onsite or onlineThanks and have a great day, Amy

Hello [redacted] , I show in my systems that the item has still not been returned to us That is why the refund was not processed I am sorry for the delay, but we need to receive an item back before we can issue creditThe tracking number [redacted] shows it is at your local post office.I believe there has been a claim filed for a lost package howeverHave you been issued a refund on that claim yet? Thanks Amy HRM USA INC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My address is correct in all particularsThis is the address of my residence at which I routinely receive packagesThere is no post office box or business address I have spoken with ***I have spoken with my postal carrier and with the branch post office ( [redacted] , (zone 3) The carrier did not leave the package with neighborsI showed him the [redacted] delivery notice, and he stated that he remembered Friday's delivery and there was no package addressed to me on that date, per the [redacted] notice which is obviously incorrectCursory research on the internet indicates that this kind of delivery failure from this seller is not unique to my caseWhile I remain disappointed, I will wait, as the seller requests, until November 4th for this matter to be resolved satisfactorily by the seller Regards, [redacted]

Hello ***, I show a label has been generated for return of this item, have you not yet received the label? Thanks Amy

***, I show it was emailed to you at 7:on January 2nd I am sorry, my notes do not include a copy of the label or I would resend it right awayI have requested a copy of the email that included the label be forwarded to me I will confirm it was sent and forward it on to you as soon as the shipping department sends the copyIn the meantime, please check your spam folder It will likely come with an attachment so may get moved to spamIf they do not provide a copy to me, I will have them generate a new labelThank you, Amy

Hello [redacted] , I am so sorry we were not able to fufill your order I just checked the order and I show it was cancelled after a phone call from you requesting to cancel back in early DecemberThe [redacted] is in stock right now, but I have two in stockand they sell quickly If you would like to reorder I can put that through for you if you let me know right away.Unfortunately the smart remote is out of stock, I do not know if it is not coming back into stock but I have the wifi remote which is in stockDo you want to switch these out, or just order the [redacted] *? I will put a note in your previous order to apply a 10% discount off the product price and free shipping if you would like to place another orderPlease call Michelle at ###-###-#### to place your new orderAgain, I am so sorry, we definitely want to have you using the product you ordered and if you hadn't intended to cancel I am sorry for any confusionThanks, AmyHRMUSAINC

Hello [redacted] ,I am sorry to hear you were unhappy with the item you purchased The item you have ordered is not defective A defective product will not be working as the manufacturer intendedYour product is working as the manufacturer intended You would like the product to do something it is not designed to do and that is not a defectWe are happy to issue a refund according to the terms of our return policy but will not be able to issue a pickup label.Thank you,Amy HRM USA INC

Hello ***,
Let me first say I am very sorry we ran out of stock of the item you ordered. We do monitor our inventory electronically and should have stock available when an order is placed. If it happens that the system does not have availability when we go to package the order we do issue a refund and send an email. I am sorry you did not receive the email but your refund was processed right awayWe did contact *** on your behalf, and according to the *** representative your money was available immediately in your *** account, it was available the moment it was refunded by us. According to the *** representative because you requested a refund to your card it takes additional time to transfer to your cardWe were in no way in possession of your funds and as *** stated, the funds were available for your use through *** immediately.
If you pay via ***, this is part of the terms they use for payments and your agreement with them. When we issue any refund the funds are always given back to the original payment method (in this case it was through ***). At that point you are held to ***s terms. We cannot intervene with your credit card company because the payment is under *** terms. If *** wants to hold your refund for a month, we would have no option but to go along with it, because we aren't ***. We can contact them for you, which we did but we cannot force them to change the way in which they operateEven with having to deal with terms like this, we do have many customers that still prefer ***, it may be because of the extra layer of security they provide or the ease of checkout. But please know that they are not our terms. It is a third party and we just have no control over them. You have a right to choose how you make payments, and we do allow direct credit card options but because you opted to pay via *** you are bound by their terms.
I am sorry I cannot give you a credit for an item and a full refund at the same time as you had requested previously and I am sorry your funds were held through ***.
We will of course still honor providing a discount for the item as mentioned previouslyThank you,
Amy

Hello ***,I am sorry you were disappointed in your experience with your return Due to the nature of our products (fitness electronics) they cannot be opened (unsealed) and then returned We are not able to resell a product if it is unsealedOur return policy is very clear that
products must be brand new in order to receive a full refund. Here is a copy of the wording from the return policy"All returned items must be in new condition, in their original unaltered box (including the UPC code being intact) and must include all packing material, blank warranty cards, manuals,and accessories"The product you returned had been unsealed with damaged UPC and thus was not considered brand new It was not able to be resold and thus a 10% restocking fee was assessed We do allow waiver of a restocking fee in the event of an exchange of a like value item.Thank you,Amy HRM USAYour restocking fee credit is associated with your original order should you decide to reorder just give us a call

Hello ***,
I am sorry the product was mis-delivered to the wrong stateI show that you just contacted us on the 27th at 7pm, via google trusted storesI can see from our notes that Kristin has already handled the request and has already processed in a reshipment for you.
It has been processed and you should get a confirmation soon. I am sorry if you felt we hadn't contacted you back, the only contact I see was the contact via google trusted stores that arrived last night at 7, which unfortunately is after hours here which is why we didn't respond until today. I am not absolutely certain you received our response as it appears it went back to google trusted stores, hopefully they have updated you as well.If you need to reach us at all, please call ###-###-#### and press for sales or email *** . Office hours are Monday - Friday 9-est. We are happy to help get this resolved for you and very sorry you felt we hadn't respondedIn any case your reshipment is on its way and I have asked them to upgrade it to priority mail out to you this timeThanks
Amy T
HRM USA

***,I am very sorry we were not able speak to you in the manner you were looking forI have spoken to our customer service representatives and they also feel badly that you were frustrated in speaking with them.I have noted your order and the credit is available if you should decide to purchase another monitor as promised.Sincerely,Amy HRM USA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:PLEASE READ THIS - YOU OBVIOUSLY DID NOT READ MY INITIAL COMPLAINT YOUR RESPONSE INDICATES THAT YOU DID NOT READ MY FULL COMPLAINT.I did receive my refund, but it was SEVEN DAYS LATER You charged me for an item that you could not provide, which set in motion the SEVEN DAY hold on my money This is not right The issue was not about receiving the refund, the issue was because you took the money out of my account on 2/11/and you could not fulfill my order My complaint is that you DID NOT contact me to let me know why you refunded my money I received an automated response on 2/12/stating that my money had been refunded No explanation I had to call your office and get an explanation Your representative admitted that you made a mistake and could not fulfill my order Because of this I had to wait SEVEN DAYS to get the money back into my account That was money I had set aside for a valentines day gift I was not able to get a gift for someone because my money was withheld for SEVEN DAYS You had no problem taking money out of my account before you even knew you could fulfill the order You made the mistake of charging me for an item that you could not provide This is not a *** issue This is an issue with your company You took my money with the promise that I would get my item Instead all I received was a hold on my $for SEVEN DAYS and I did not have any other money in my account Please do not insult me with a meager 5% discount Your representative told me that the "***" company promised you the item I had ordered and then went back on their promise You need to take this up with *** I need compensation because you promised me an item, could not fulfill it, and as a result I had no valentines day gift and I had to wait seven days to get my money back
I have documentation for all of this and I will be happy to provide it and release the information to the media.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:We can go back and forth on what or who is responsible for what and we are not going to agreeYou received the money from the purchase of the item, therefore we purchased the item from youAnd no, other companies I have ordered from on *** include a prepaid label to return an item if necessary, including but not limited to companies overseas who will guarantee 100% satisfaction.You have lied in your emails and again, it is very sad that you do not provide consumers good customer service.We can go back and forth for years and the facts remain the same.1. Item is defective, it will not work with our *** smartphone2. You said you would send a prepaid label to me and now will not.3. You are selling the item on *** therefore you are the advertiser, not *** or ***.4. You received the funds for the item we purchased, therefore you are the seller, not ***.5. The amount of hours you have dedicated to providing bad customer service could have paid for the prepaid label you said you would send more than once
Regards,
*** ***

Hello ***,
I am so sorry to hear you are unhappy with your purchaseTransmitters can be a bit of a tricky purchase because they are only one part of a set and you do need a compatible working receiving unit for them to operate
properlyAll our transmitters are brand new and we are one of ***'s largest distributors so they will work with the appropriate *** compatible equipment. If you experience any issues we are of course able to replace the transmitter for you but nearly always, the issue is not in the brand new transmitter but is instead with compatibility or the functionality of an older receiver you are trying to pair it to. We can even test a transmitter here for a customer if they prefer so they know it is working and they can have their receiving equipment looked at if it doesn't pairWe are certainly committed to working with our customers on getting the right unit to them and we can help if you have experienced issues with your transmitter unit. If you are able to contact us back and let us know which unit you are trying to pair this to we might be able to assist as wellWe do charge a restocking fee of 10% in the event items are returned for refund. A return for refund is considered a change of mind regarding your purchaseOur return policy is very clear in regards to returns for refund"Defective items may be exchanged for the same model or manufacturer's equivalent model"
Our full return policy is available here, and is accessible from the bottom of every page of our websitehttp://www.heartratemonitorsusa.com/pages/return-exchange
We will certainly allow you to use your restocking fee in the form of a credit towards an equal or greater value item or even the same item if you think it was a problem with that unit. Our representatives can help you make sure you get the right item for your needs. I will note the $3.79 restocking fee credit in your order. This credit does not expire so you are free to use it at any time.#*** and you can call *** ext * to place another orderI will not be able to speak about a customer service representative telling you verbally that you can have a full refund, but I have to wonder if you contacted the right place. We have a very small office and our customer service staff have been with us for approximately 5-years at minimum. We do not outsource customer service. The reason I mention you might have also spoken to a different company is that if you contact us we notate your order. Even for the most basic questions a notation is made. A return request would certainly have generated a notation as well as an RMA. But your first contact notation was only made yesterdayI understand there are many places you can choose to shop. There are certainly companies that do not charge restocking fees, but few would be able to match our low price with our free shipping or offer our strap swaps to accommodate sizing as well as offer the professional advice on everything we sell. We cannot continue to offer these great deals and not assess small fees in the event of returns for refundPlease contact us if you would like to use your credit or have additional questionsThank you,
Amy
HRM USA INC

[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 ***, and find that this resolution is satisfactory to me.
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 ***, and find that this resolution is more or less acceptable to me.
Regards,
*** ***