InfraredSaunaParts.com

Initial Business Response / [redacted] (1000, 14, 2015/11/09) */ All of these complaints were refunded and closed outInitial Consumer Rebuttal / [redacted] (3000, 16, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company clamis they have processed the refund, but we still haven't received it yetThis has been the issue since we first started business with the companyThey keep saying the refund was processed, but we never received anything

[redacted] - several attempts were made asking for a tracking number as proof that the item had been returned; the company never received confirmation that they sent the item back, They could not issue a refund for a product that was not returned The client did however order a replacement part which was received by the client but the first item that they claim they returned has never been received by the company

In reviewing this file, the customer was provided tracking numbers for both orders, this information was provided email to the customer; the first item was shipped via USPS, tracking number: *** *** *** *** *** **. As far as we know, the item was delivered but never returned to us. We cannot refund a product that has not been returned

Complaint: ***I am rejecting this response because: They did not make any attempt as they say they haveWe never recieved the 1st product ordered, so how could we possibly provide a tracking number for it to be returned?Sincerely,*** ***

Initial Business Response /* (1000, 14, 2015/07/16) */
This complaint was resolvedThe customer was sent all parts of the orderWe have tracking number for shipments to prove the order was fulfilled
FedEx:
Power Boxes Only Tracking Number: XXXXXXXXXXXX Heaters Only Tracking Number:
XXXXXXXXXXXX
Sincerely,
InfraredSaunaParts.com
XXX XXX PART (XXXX)
www.infraredsaunaparts.com
Initial Consumer Rebuttal /* (3000, 16, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, we received parts, but they were the incorrect onesWe had to spend more money buying parts to fit the panels that were sent because we couldn't wait any longer, not to mention dealing with his company has been like pulling teeth from the beginning
Final Business Response /* (4000, 18, 2015/07/23) */
Our company has technical support during our business hour for customer that need help with installationThat department is available Monday - Friday, 9am - 5pm Pacific standard timeSince the product has been received by the customer we had no contact from them for any type of issue or needed supportEverything sent was correct and exactly what was orderedIf separate/additional modifications were needed there was no mention of that at the time of the orderWe can only be aware of issues that the company is contacted aboutIt was the customers choice to not contact our company if there were issues with the parts and proceeding with modificationsThe desired resolution to this issue was having the ordered parts delivered which they have beenAs it stands this matter and file has been closed since we held up the end of our side by delivering the order
Final Consumer Response /* (4200, 20, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, the items were sent MONTHS late and erroneouslyThe "customer support" they speak of is referring to the same guy promising to send the items after each call (and not doing it) and being rude and incompetentThe clients have not called back because they're tired of dealing with this businessThey just have counted their losses but know that they will never again do business with this companyLet's leave it at that, this exchange is ridiculous

Initial Business Response /* (1000, 14, 2015/11/09) */
All of these complaints were refunded and closed out.

[redacted] - several attempts were made asking for a tracking number as proof that the item had been returned; the company never received confirmation that they sent the item back, They could not issue a refund for a product that was not returned.  The client did however order a replacement part which was received by the client but the first item that they claim they returned has never been received by the company.

Initial Business Response /* (1000, 14, 2015/11/09) */ All of these complaints were refunded and closed out. Initial Consumer Rebuttal /* (3000, 16, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company clamis they have processed the refund, but we...

still haven't received it yet. This has been the issue since we first started business with the company. They keep saying the refund was processed, but we never received anything.