International E-Z Up, Inc.

Initial Business Response /* (1000, 8, 2016/04/25) */
Good Afternoon *** -
I am writing in response to the original customer complaint regarding E-Z UP order ECMXXXXXXXXXThe customer placed an order for a replacement top for his E-Z UP Shelter via our website on 2/26/and, upon receiving
the replacement, realized that the top did not fitHe contacted our customer service department on, or around, 3/9/to facilitate a return, at which point he returned the top to us, with the knowledge that he would we received a refund for the $that he paid for the top, minus our standard 15% restocking fee, for a total credit of $We received the returned item during the week of 3/14/16, at which point there was an attempt to enter his return information into our systemUnfortunately, we experienced a system error that prevented returns that were received during that week to be saved into our order system
Toward the end of March, we received follcall, checking the status of the refund which, as of that point, had not been processedWe collected the customer's credit card information and re-submitted the refund request to our accounting departmentUpon accounting attempting process the refund, it was discovered that the return for this order had not updated in our system, which would not allow them to process the refundWe were eventually able to get the return records entered and on 4/12/our accounting department issued a credit for this order in the amount of $($- $(15% restocking fee)) which, as of this point, should have returned to his card(Refund receipt has been attached, for reference)
We value each relationship that we are able to develop with our customers and we deeply regret and apologize for our mistakes within this process and the inconvenience that it has causedHe followed the process that we asked him to follow and the errors that we encountered caused us to not fulfill his refund in a timely manner were in no way a result of anything done on his partWe only hope that he has seen the refund returned to his card and understand that we were not, in any way, trying to cause any undue stress or hardships for him
If there is any additional information that I can provide, that will help toward the resolution of this complaint, please feel free to contact me directly via email or at the number listed below
Thank you,

Dear MsMiriam Carmona, Please accept this letter as response that we have received the Revdex.com complaint from *** *** regarding their warranty claim for their shelter purchased through AmazonWe discussed our warranty policy with this customer and provided a new
shelter that better matched his needsThe shelter has been shipped and the customer is satisfied with this resolution Thank you, Aubry OlsonSales & Service Manager

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

Dear Ms [redacted]:Please accept this letter as response that we have received the Revdex.com complaint from [redacted] regarding order #1[redacted]11.Ms [redacted] placed this order online on August 15,2016. Our system automatically generated an order confirmation and expected delivery date of...

8/19/16. Unfortunately, the product was on back order and Ms [redacted] was not notified. The product shipped 8/19.Once Ms [redacted] contacted E-Z Up regarding the situation, we contacted FedEx and had the shipment returned to our warehouse. We have confirmed the item was returned to our warehouse and a full credit of $137.82 was processed on Tuesday, September 13,2016.I attempted to contact Ms. [redacted] but was only able to leave a voicemail. I did receive a return call from Ed, Ms [redacted]'s fiance, and explained a full credit was already processed for this order. [redacted]Dealer Sales Supervisor & Internet Merchandiser

Final Consumer Response /* (2000, 9, 2016/05/31) */
I did finally receive my refund last week. I want to thank you for your assistance.