HRM USA, Incorporated

Hello [redacted],I have reviewed your order information and your complaint.  I am truly sorry we were unable to help you. I am reviewing the resolution provided because I believe there must be some confusion.  Upon being notified of an issue with your order, we immediately provided a prepaid...

label which could be used to return the item to us.  A full refund could have been issued upon our receipt and it certainly would have arrived to you in a timely fashion.  A manager in our facility offered to personally pack the replacement for you if a replacement was what you were looking for.  If you did not require an exchange a full refund was offered.  The prepaid return label provided was a two day delivery from Ann Arbor to our facility in Warminster.The standard shipping on this item takes up to ten business days to arrive, and you did not select expedited shipping. Your product was shipped via an expedited method because of the weight and arrived to you in just three days.  It would have taken less then the originally estimated order shipping timeframe for a replacement to arrive had you elected to return the item when the label was provided.  We would have had no issue sending the replacement to arrive within the original delivery window if you had actually returned the item to us.  If you had no UPS delivery drivers regularly at your home one could be sent out to you as they upgraded the return label to UPS have this handled sooner rather then later.But instead of actually returning the item to us, you opened multiple [redacted] trusted store complaints as well as Revdex.com.  I am sure your credit card company will be your next call, but you must understand, we need to receive the product back in order to either get a refund or replacement to you and no outside source is going to disagree with that.   From my review of the situation, we have done everything that a decent online store should do in the event of an issue with an order.I have already inspected the product in our warehouse as well as your pictures and while I do see the lifestraw ships in a plastic bag, it is not a sanitary seal.  There are airholes in the bag.  That being said, I still understand your concern about the use, you should receive an item in perfect condition, which is why a label was provided immediately. If a customer is concerned about receipt of an item we will always pick it up for them with a refund or replacement issued.I am sorry you feel insulted, but it appears our customer service did everything they could to try to make this right for you.  ThanksAmy HRM USA

[redacted],
I show it was emailed to you at 7:26 on January 2nd.  I am sorry, my notes do not include a copy of the label or I would resend it right away.
I 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 copy.
In the meantime, please check your spam folder.  It will likely come with an attachment so may get moved to spam.
If they do not provide a copy to me, I will have them generate a new label.
Thank you,
Amy

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 intended. Your 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 defect. We 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

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:They wasted a lot of my time.  
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 item.
I 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 [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 happen.
I 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 past.
In 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 11:12am.
If we had lost your package, it would have never arrived to MD.
If [redacted] had lost your package it would have never arrived to your local post office.
Your 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 tracking.
October 24, 2014 , 11:12 am
Delivered
 
[redacted] ** [redacted] 
Your item was delivered at 11:12 am on October 24, 2014 in [redacted]. USPS
October 24, 2014 , 8:37 am
Out for Delivery
[redacted] ** [redacted]  USPS
October 24, 2014 , 8:27 am
Sorting Complete
[redacted] ** [redacted]  USPS
October 24, 2014 , 5:26 am
Arrived at Post Office
[redacted] ** [redacted]  USPS             
October 22, 2014 , 2:24 am
Departed Shipping Partner Facility
[redacted] ** [redacted]  [redacted]             
October 21, 2014 , 9:35 pm
Arrived Shipping Partner Facility
[redacted] ** [redacted]  [redacted]
This order was not scheduled to arrive in two days, which is why the delay in issuing credit. We 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 follow-up with 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 again. I 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 time.
Thanks,
Amy

I was trying to return a defective item (FITBIT) to HRM USA, INC. I bought the item trough Amazon. After around 30 min on the phone most of it was waiting on hold... I was told that I would have to pay 20% re-stocking fee for a damaged product. I received horrible overall customer service from Jennifer and Katie. K. Both were very rude.

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

Review: I ordered on March 11, 2013 a heart rate monitor. I accidently ordered a male and needed a female one. On March 18th, the unused product was sent to be exchanged. I called customer service on 3/29 regarding an issue with my credit card. I was treated very rudely by the representative so I asked for her supervisor. At that time I requested to have my order cancelled and have my [redacted] refunded the $79.00 they charged for the wrong heart rate monitor. As of today, I still have not received a refund and they have received the product. I am in contact with [redacted], but I believe their customer service in less than acceptable.Desired Settlement: As stated above, they need to refund my [redacted] $79.00

Business

Response:

A refund has already been issued for this item for 62.50. There are no additional refunds due on this item.

This refund is less a 10% restocking fee and 8.95 for using our prepaid label to return the item to us. The charges for this are clearly detailed on our website. This customer wanted to exchange, and when the credit card they were using declined we were unable to process the exchange. When we were able to get in contact with the customer they asked that a refund be processed instead of an exchange and we processed the refund at that time (4/12/2013)

I am sorry our customer service was found to be rude. They try to be helpful, but if there is a specific incident you would like to discuss we can address it with customer service.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just want to make it known that I had to contact the party twice to try to get the refund. It took them over a month to process it and it was done after contacting the Revdex.com and [redacted]. They had the product for over 3 weeks. It is true I had to contact them regarding a declined credit card and that was when I encountered the rude person. She was the reason I cancelled the order.

Regards,

Review: Ordered a cream to put on electrodes, I need to use a TENS unit for chronic pain.I really thought, by the name of the company, and the fact they are 50 miles away, I would receive the product in a normal amount of time. It have been 6 days and when I check tracking I get this:Dec 3, 2013 8:03AM[redacted], MD, US Ready for Transport to USPSIt is now the 6th, I ordered it on the 1st. I left an email 2 days ago and the response I got back was less then helpful. Basically it said if I don't like the way they ship, don't buy from them. I think the name of the website/company is very misleading. Free 2 day shipping. What would you expect from the company? I have to go to 3 different stores, [redacted] and [redacted] to fins a similar solution so I can use my TENS unit. As of this writing, I still have no idea if my purchase will ever arive, I tried to cancel but I was told it was to late.Desired Settlement: I would like a full refund, even though it was a low price, I fell the company name/website was very, very misleading. That was the MAIN reason I ordered from them.

Business

Response:

Hello [redacted],

It appears the item is on its way to you.

It is in [redacted] as of today, December 6th.

Our website, http://www.free2dayshipping.com/ specifies orders over 75.00 ship two day for free. Your order was only 4.88 so qualified for free standard shipping.

I am sorry you found this confusing.

If you no longer want this item please refuse it upon delivery.

Thanks

HRM USA INC

Review: They say on the website they will price match, when asked to do so on a certain product they said they could not because it was less than what they paid for it.Desired Settlement: I would like them to match the price of there competition at the time of the purchase.

Business

Response:

Hello [redacted],

Wow, I just reviewed your order and all the notes associated with it and I can see how this is confusing to everyone.

I am going to try to review here - hopefully I have much of this correct. Please let me know if I have missed something.

You placed two orders, one Garmin 110 and one soft strap, both with coupons and you then contacted us because you wanted the combined pricing for these item, we offered the combined pricing upon your return of the standard strap.

A few days later you contacted us to price match, but we had a problem with the match. Here is what I can see happened.

You ordered an item that is not offered elsewhere, a Garmin 110 with a soft strap bundled for 204.99. (This is what you had requested we upgraded you to with your two separate orders and the intention you were returning the standard strap) but you are looking to price match with another retailer that does not offer the Garmin 110 with the soft strap. In addition, our customer service was unable to verify the lower advertised cost because the retailers sale of 149.99 had ended when you called. I see when you contacted us the customer service notes show the other retailer had the item at 184.99 without the soft strap. I feel comfortable still honoring this price match because I believe the sale happened, even though we missed actually seeing it. Because of this I have issued a 21.00 credit towards your Garmin 110 purchase. I cannot however extend this to your soft strap purchase. If you would like to return your soft strap for a full credit, you may do so, or you can return the standard strap for a 9.00 credit on that order.

So in trying to keep this as simple as possible,

The total you have now paid for the Garmin 110 with the soft strap (and standard strap) is 191.74. This is with the adjustment I made today.

If you opt to return the soft strap to us for a full refund you will have paid 149.99 for the 110 with the standard strap.

If you opt to return the standard strap you can receive a 9.00 credit and you will have paid 182.74

I am sorry this was so complicated, we are happy to offer price matching, but because we offer many products (like bundle packages) that others do not offer we can only price match at the point of sale, not after, in addition price matching must be for the identical product and it must be currently advertised, not a receipt.

I hope this has been a help, because this was so very complicated, I have tried to make it clear and easy to understand and I am sorry for all the difficulty you had with this. Please advise which option you would prefer to use.

Sincerely,

HRM USA

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I would like to add that I called within 20 minutes of making this purchase to make changes and I feel that there should be a short period of time to do so. Also If I had ordered correctly and you price matched the bundle including the soft strap my total cost would be $174.00, that is $149.00 for the bundle and an additional $25 for the soft strap which is what was what was advertised in the checkout. I also sent [redacted] a receipt from the website of which a friend ordered just a few minitues after I did that showed $149.00 was paid for the bundle on the same day.

I appreciate the refund I still don't feel it's completely fair and I hope that in the future you will have better customer service.

Regards,

Review: New customer. Ordered item from company website, told to expect two day delivery. No delivery. [redacted] tracking form claimed timely delivery. Checked with [redacted], was told by them to contact seller. Emailed seller. No response. Called seller. Was told to wait two weeks, and then file a claim for refund on my [redacted].Desired Settlement: Timely refund on my order.

Business

Response:

Hello [redacted],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 number.I do show your order was shipped via www.USPS.com tracking number [redacted]. This is both a [redacted] and a USPS tracking number.[redacted] is the interim carrier and they collect the package from us and forward it to the final destination post office. The package will actually arrive at your home via the US post office with all your regular mail.Do 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 [redacted] and that you reside at that address and your package should not be addressed in C/O another recipient.We 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 later. This does not happen often, but it does happen. Also, I also do not show your item was upgraded to arrive within two days. Our orders over 100.00 automatically ship via two day service. Under 100.00 ship via our standard method which can take up to ten business days to arrive.On 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 time. Please let me know your preference and whether or not you receive USPS packages at your address.I 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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I ordered 30 fitness bands for use in a class that I teach.

I was guaranteed that the bands would be delivered today.

They were not delivered. UPS has no record of a package being sent from them.

My class is tomorrow and I have already promised them as well as written a class format around their usage.Desired Settlement: I feel that I am owed something from the stress and for tomorrow's embarrassment as I will have to concede my promise. I am adversely affected professionally and I do not appreciate this. It makes me look irresponsible.

Business

Response:

We are trying to contact you via email and phone now. I am so sorry this has been such trouble.

Please call [redacted] at [redacted] to see if we can help to make this right for your upcoming class.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

My class is today and HRM USA Inc. is not going to make it right for my class today. I told them the date of my class last week when they promised a delivery by yesterday. (April 15)

Review: I ordered a Camelbak Water Bottle, from their company, through [redacted]. Order #[redacted]. After inspecting the item, I decided I wanted something different, so I repackaged the item and shipped it back, requesting a refund. After they received the shipment from me, their customer service informed me that the item was used, and therefore they could not issue a refund. This item was NOT used - I opened the box, that's it.Desired Settlement: I am requesting a full refund from the seller immediately.

Business

Response:

Camelback ships all items with a safety seal. Once the seal is removed they can no longer be sold for hygienic reasons and because they cannot be resold they can no longer be refunded. This item (and all camelback items with a drinking mechanism) left our facility with an intact safety seal. They are not easy to remove and they do not fall off. When this item arrived back to us, it arrived with the safety seal removed. We cannot issue a refund on this item because of the missing seal.

There is an [redacted] process you may use if you are unhappy with a purchase called the [redacted] process, it is available on the [redacted] website. Because you are an [redacted] purchaser you may contact them directly to file a claim. They will arbitrate the claim and they may opt to issue a refund even if we cannot. Here is a link to how to file a claim. [redacted]

Review: On 1/1/14 I ordered an item to be shipped via first class usps no later than 1 business day after purchase. The tracking number I was given only shows that a label was created, not that my item was shipped. Since it was an [redacted] transaction, I opened a dispute with [redacted]. Seller refused to refund my money, and said if I refused the package (whenever it comes), that I was unfairly subjected to a restocking fee.Desired Settlement: Admit item was never shipped and refund full purchase price.

Business

Response:

This item was shipped via www.usps.com tracking number [redacted]. I have tracked it and is currently at your local post office.

This item was shipped exactly when it was stated to have shipped. The shipping was not upgraded and so it is not late. We expect all deliveries to arrive within ten business days.

If you would like to return the item as you have changed your mind about the purchase we can process your return but there is a restocking fee that is assessed.

If the item does not arrive within ten business days, we can also file a claim with the carrier.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I paid for first class shipping with 1 day handling time. The listing said nothing about 10 business days, and the tracking number says nothing about my item being at the post office.

Regards,

Business

Response:

I now show this item delivered.

Please

Postal Product:

Package Services

Features:

USPS Tracking / Delivery Confirmation™

Review: I purchased a [redacted] water bottle from this company and the bottle was defective, although in it's original seal. I believe that this company is selling damaged [redacted] water bottles deliberately at a cheaper price than retail. I contacted customer service and they replied after 3 days that they could not do anything and that I would need to order a replacement from [redacted] directly.

This company seems to have complaints against them online for the same issue of selling defective bottles and then passing the buck to the manufacturer.Desired Settlement: I believe that the company should refund me for the damaged product and the additional hassle of having to file a claim with the manufacturer to receive a replacement. In addition, they should be investigated for other complaints of selling defective products. In the future, I will not purchase products from this company.

Business

Response:

We have just advised [redacted] to call and leave a message to contact the customer to have this fixed. [redacted] can assist the customer in getting a repair for the item that is not working properly.It is not our preference to have a customer call a manufacturer directly, it is only at [redacted] 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 [redacted] and assist the customer directly.You can also reach [redacted] by calling ###-###-#### or emailing [redacted]We will certainly be able to get this fixed for you. Please call or email us and we can make it right.

Consumer

Response:

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 item.I 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,

Review: I purchased a heating pad called the [redacted] automatic moist heat heating pad 056 for 44.50 not including shipping. It had positive reviews, so I purchased it. When I received the heating pad, I realized that the design was that you had to hold a button down for it to even heat up. You had the hold the button the entire time. I did not know that such a design had even existed. I called the organization within minutes after I received it, and was told that I would not be able to return it at all, because it was an electronic device I had used. I purchased it March 24th 2014It arrived March 29th 2014I called March 29th, 2014Yet they were telling me I couldn't send it back? I sent it back regardless, and they gave me a partial refund of 31.10. They did not refund me 13.40. They told me that it was a restock fee. I returned the item exactly as I got it, in the exact condition and immediately. They are charging me 13.40 for restock? Does their employee get 13.40 for 10 minutes of their time?Regardless, my point is that their review system is flawed. I gave a review approximately April 23rd for the product in question. It is now May 4th, almost two weeks later, and my review has not been posted.My argument is that their review system is reviewed, and they do not automatically post reviews if they post a negative review at all. How was I to know if there was any problem with the heating pads, if they delete some negative reviews? On top of that, the description of the heating pad does NOT highlight or emphasize the push-button function. There is no bold, caps, color, or anything.And a restock fee of 30% is wrong. They got the product back immediately and in new condition.Desired Settlement: I would simply like my 13.40 refunded.

Business

Response:

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

Consumer

Response:

[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]

Review: [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,

Business

Response:

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.ThanksHRM USA INC