HRM USA, Incorporated

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Complaint: ***
I am rejecting this response because:
I have not received the prepaid shipping labelI received an email notification confirming that I needed one, but STILL no label!
Regards,
*** ***

Hello *** ***,
Thank you for your recent order from HRM USA, I am sorry, this must be so frustrating to not have your package when the tracking clearly shows a delivery in the tracking numberI do show your order was shipped via www.USPS.com
tracking number ***This is both a *** and a USPS tracking number.*** is the interim carrier and they collect the package from us and forward it to the final destination post officeThe package will actually arrive at your home via the US post office with all your regular mailDo you normally receive Postal Mail at your address or is there a PO box that packages normally ship to? Are you able to check with your local carrier? Can you also confirm your full address is *** * *** ** *** *** ** *** and that you reside at that address and your package should not be addressed in C/O another recipientWe do ship all our packages with full insurance, but we are required to wait ten days before we can put a claim in with the carrier which is why you were advised to wait until the 4th Because USPS is the final delivery company, occasionally they will leave the package with a neighbor inadvertently and redeliver a couple a days laterThis does not happen often, but it does happen. Also, I also do not show your item was upgraded to arrive within two daysOur orders over automatically ship via two day service. Under ship via our standard method which can take up to ten business days to arriveOn the 4th we are able to issue a full refund to your card, you do not have to notify your credit card company for this to happen, just let us know you still haven't received your item or I can reship your package via another faster method and require a signature so we can be sure it will arrive in timePlease let me know your preference and whether or not you receive USPS packages at your addressI can also have a manager call you to discuss your options if your would like to talk with someone about these options
Thank you,
Amy
HRM USA INC

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 pair.We 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 well.We 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 purchase.Our 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 website.http://www.heartratemonitorsusa.com/pages/return-exchangeWe 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 order.I 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 yesterday.I 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 refund.Please contact us if you would like to use your credit or have additional questions.Thank you,Amy HRM USA INC

We have just advised *** to call and leave a message to contact the customer to have this fixed. *** can assist the customer in getting a repair for the item that is not working properlyIt is not our preference to have a customer call a manufacturer directly, it is
only at *** request this happens. They prefer to speak to the customer directly if an item is not operating as expected. Of course if this is a problem for the customer we can explain that to *** and assist the customer directly.You can also reach *** by calling ###-###-#### or emailing ***
We will certainly be able to get this fixed for you. Please call or email us and we can make it right

Hello ***,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 credit.The tracking number *** shows it is at your local post
office.I believe there has been a claim filed for a lost package however.Have you been issued a refund on that claim yet?ThanksAmyHRM USA INC

Hello ***,I am sorry to hear you are unsatisfied Our return policy matches the return policy of other major retailers including ***, where you have purchased this item.If you purchase an item and consequently decide you do not want the item you are responsible for shipping on the item.This item is not defective, thus it is your responsibility to return it to us If you would like to order a *** to sync the cadence with please call us at ###-###-#### and we will be happy to make recommendations.Sincerely,Amy HRM USA INC

Hello ***,I am sorry to hear your having trouble with your order and return.I have reviewed your order and your complaint.I will try to help you understand the charges that were assessed.Your original order was for a *** and a VIP membership The VIP membership is a non refundable
subscription that allows you access to special pricing as well as extended return timeframe.You returned a *** using our return label which you generated online.When you generate the label online you agree to the return costs associated with the label In this case the label cost was 5.32.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 own.It does allow you to print the return label but only after you agree to the costs associated with it.Also, your VIP membership is non refundable, it allows you access to discounts now and in the future on nearly every item we sell.This VIP membership is still active and cannot be returned.Your were originally assessed a restocking fee on your *** but I can see that today Kristin has reversed that restocking fee and credited back to your card.Because 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 time.As 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 online.Thanks and have a great day,Amy

I am sorry I pulled the wrong order number in responding.
As we stated previously, you used a [redacted] label taken from our site that clearly shows a label charge of 8.95 will be assessed if you use the label. This is in addition to any charges that are assessed for restocking in the event of a return.
You cannot obtain a full refund because the label you used incurred a charge which you agreed to when you printed the label and there is a restocking fee associated with your order. And the only time we can waive the restocking fee is if you pick up the item in our store and return it to our store directly without shipping. 
If you did not use the label taken from our site to return your item and this has been assessed to you incorrectly, please provide the tracking number and a receipt showing the price you paid to ship the item back to us because our records from [redacted] are showing you used the 8.95 shipping label of ours for your return.  We could then followup with [redacted] to confirm this charge although we have never had them charge it incorrectly to an account previously.
If you are able to provide that information at that point I would be able to credit the 8.95 charge for the label.
Thanks
HRM USA INC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: They apparently have multiple Revdex.com complaints, because I purchased a heating pad and it was returned already. I will take the full refund, however.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
My address is correct in all particulars. This is the address of my residence at which I routinely receive packages. There is no post office box or business address . I have spoken with [redacted]. I have spoken with my postal carrier and with the branch post office ([redacted], (zone 3).  The carrier did not leave the package with neighbors. I 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 incorrect.
Cursory research on the internet indicates that this kind of delivery failure from this seller is not unique to my case.
While 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 [redacted],I am sorry to hear you were disappointed with your experience.  We pride ourselves on our fast shipping so the fact that we were able to fulfill your order quicker then anticipated usually makes customers very happy.   I am not exactly sure how to respond to...

the fact that we shipped too soon.I also reviewed the email that was sent to the email address on file within 45 minutes of you placing your order and enclosed a copy below.  It states the following. "We just wanted to remind you, that when the item becomes available it will be shipped out at that time."  It also encouraged you to call us if you had questions or issues.An email was sent to the customer: 05/12/2016 10:11 AMSent To:[redacted]@[redacted].comMessage:Dear Valued Customer,We are contacting you about an order that was placed with us. One or more of items ordered was listed as a ‘Pre-Order’ on the website.We just wanted to remind you, that when the item becomes available it will be shipped out at that time. If you have multiple items that are in stock please contact us.If you have any questions please contact us. Our Phone Number is ###-###-####. The office is open M-F 9am-6pm EST.When you contact us please reference your order number.Thank You,HRM USA INCI understand you are frustrated, but the fact that we shipped your preorder extremely fast and communicated with you that it would ship when available doesn't seem to be a complaint I can manage. I have reviewed your second complaint about our restocking fee as well as your original order and have found the restocking fee you were charged was appropriate.  Our return policy is very clear about restocking fees, they are charged for any merchandise not returned in new and sellable condition.  By unsealing and opening the package it was not able to be resold.  You may consider this to still be a "new" product but another customer would never accept this as new and we are not able to sell it as such.  Our restocking fee is actually a 10% fee, but in the case of your particular product we cap it so you are not charged more then we believe is fair.  If fit is an issue, we do try to work with customers to ensure they receive the right product.  I understand you are disspointed in having a restocking fee and I am willing to help you.  If you decide to purchase another monitor with us of similar value I can credit the restocking fee towards the next purchase.  Please feel free to call us to discuss your future purchase, we can always try to obtain measurements to help you ensure the fit will be right when an item arrives to you.   If you would like to reorder using the restocking fee credit, please call us directly at ###-###-#### and reference your original order number #[redacted].Sincerely,Amy HRM USA

Dear [redacted],
Thank you for your inquiry.
Let me explain the refund process.   I see that you did return a [redacted] heating pad because you had purchased the incorrect model.
A refund was processed for you for this return.
There is a 10% restocking fee...

assessed on all returns to cover the costs associated with shipping the item out to you.  Your restocking fee, which was far less then the actual cost we paid to ship the item out to you, was only $4.45.
For the ease of our customers we do provide a [redacted] shipping label online that specifically states it will incur an 8.95 charge if you choose to use it to return product to us.  Because you used this shipping label instead of paying your own shipping to return the product to us you were also assessed the $8.95 shipping charge for returning the product to us via [redacted].
There is no additional refund due on this order.
Thank you,
HRM USA INC

Hello [redacted],I am sorry to hear your having trouble with your order and return.I have reviewed your order and your complaint.
I will try to help you understand the charges that were assessed.
Your 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 timeframe.
You returned a [redacted] using our return label which you generated online.
When you generate the label online you agree to the return costs associated with the label.  In this case the label cost was 5.32.
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 own.
It does allow you to print the return label but only after you agree to the costs associated with it.
Also, your VIP membership is non refundable, it allows you access to discounts now and in the future on nearly every item we sell.
This VIP membership is still active and cannot be returned.
Your were originally assessed a 14.90 restocking fee on your [redacted] but I can see that today Kristin has reversed that restocking fee and credited back to your card.
Because 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 time.
As 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 online.
Thanks 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 credit.
The tracking number [redacted] shows it is at...

your local post office.I believe there has been a claim filed for a lost package however.
Have you been issued a refund on that claim yet?
Thanks
Amy
HRM USA  INC

Hello [redacted],
I am sorry you are disappointed with our response.
I do not see the Black Edition [redacted] at a lower price from any authorized dealer.  You may perhaps be looking at another edition, as I can take 10% off the silver edition as well which is considerably less money if you prefer that version.  Can you provide a link to an authorized dealer where you see this version for less?
In any case the memory card would still be included.
I did see you were paying shipping of 9.84 on your original order which is why I wanted to add that it was free now.
To confirm the Black camera price would be 449.91 with free shipping and the memory card.
If this is not suitable for you then I am very sorry. I do show you called in October twice and wanted to wait and again in November you wanted to wait but the December call states that you wanted to cancel.  I am sorry that we were not back in touch sooner but all we have is the cancel note.  If you did not intend to cancel you have my apologies for the misunderstanding.  We do not contact customers once we have been instructed to cancel and we hadn't heard from you at all in the last three months.   We did just get another delivery of cameras so for the moment we have plenty in stock if you want to consider the purchase.  I just cannot guarantee stock availability to last at any time.
Thanks
Amy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 practices. I cannot express my dissatisfaction with this business. I feel there is no resolution for they way their representatives spoke to me on the telephone. I don't believe there is a resolution for that accept a sincere apology. There's no reason to offer a credit with their company, I don't feel I will be ordering from this company again. 
Regards,
[redacted]

Hello [redacted],
I am sorry you are having trouble with obtaining your refund.
Our systems show your order was refunded in full, and I just confirmed this in [redacted].
I am very sorry we were unable to fulfill the order but a full refund was issued to you.  I will not be able to...

provide a store credit, because you have already been issued your refund.  I can provide you with a 5% discount towards a future order.  If you would like to take advantage of this please call ###-###-#### and press 1 for sales. I will place a note in your original order authorizing the discount.Since you did not receive the refund you may want to open a Revdex.com complaint against [redacted] - as they are a third party vendor we cannot control how they handle refunds.   We can only tell them to refund your card which we did immediately.  They should not have any reason to hold your funds but you are their customer so that is part of the relationship you have with them.  We do accept credit cards directly so you do not need to go through [redacted] if they are not issuing refunds in a timely manner.
I have reached out and left a message with [redacted] customer support, they did not answer my call but hopefully they will have an answer as to why they would hold your funds, but again, as a third party vendor I don't have any control over them.  I would recommend you contact them directly and you could also try contacting your issuing bank.
Thanks
Amy
HRM USA

Hello [redacted],
I show a label has been generated for return of this item, have you not yet received the label?
Thanks
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 December.
The [redacted] is in stock right now, but I have two in stock. and 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 stock.
Do 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 order.
Please call Michelle at ###-###-#### to place your new order.
Again, 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 confusion.
Thanks,
AmyHRMUSAINC

[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 a Verbal phone request
was granted!
Regards,
[redacted]