IP Phone Warehouse

Review: Purchased Cisco WAP121 Wireless Access Point with support for 802.11n protocol. Product did not function properly (selecting the desired protocol causes the device to lock up completely). Reported the issue within 1 week of setup to Cisco Tech Support. After ~3 weeks worth of dealing with Cisco support, they tell me they won't release a fix for the problem. I attempt to return the product to IPWarehouse and they said that because I was 32 days from the date of purchase that I was outside the 30 day return window. They included the shipping time in their window which I also find unethical. I was within 30 days of my receipt of the item and I reported the problem to Cisco within a week of receipt.

They won't exchange the device for another working device. To me, this is theft and fraud. Both IPWarehouse and Cisco represented this product on their web site. They said it performs a certain function that it fails to perform (802.11n). I did my best to work with the manufacturer to resolve the problem. IPWarehouse took my money. The should handle my complaint but when I brought it to them, they refused repeatedly. I am still attempting to resolve this with them. All I want is a working replacement product of another type but they are refusing even this very reasonable resolution to the matter.Desired Settlement: Exchange this device for something that performs 802.11n properly or refund my purchase. I would accept either.

Business

Response:

Review: I have bought a product from their website ipphone-warehouse.com. Item does not described as "no returnable". The website does advertise as "30 day return no hassle". I requested a exchange within 30days and they denied it. I bought an amplifier that output 35 watt. Now I required one with 250watt.Desired Settlement: My request is to exchange the old product (deduct the restocking fee if applicable) and then sell me new 250watt amplifier. Thanks

Business

Response:

Hello,

We apologize to inform you that Bogen amplifiers are not returnable for credit/exchange of a different item. However, if the item is within the manufacturer’s warranty period and is defective, it may be returned to the manufacture for replacement under their warranty. This is both our policy and the manufacture's policy on the item in question. Please see our return policy for details. Here's a link for your convenience http://www.ipphone-warehouse.com/returns.asp

As a side note, it was noted in our CRM system that the amplifier may have been damaged due to improper use. Per the notes in our system: "The 35 watt amp was used to power 15 speakers in which the amp was overheating due to the amp being to small to power the given number of speakers. Because the amp is too small for this particular application, it was overheating, in which it may be damaged and not covered under the manufacturer’s warranty."

If you feel this is a warranty issue, we suggest you contact the manufacturer directly at ###-###-#### to submit a warranty claim.

Best regards,

IP Phone Warehouse - Customer Service

###-###-####

Consumer

Response:

I am writing to submit a negative review about IP Phone Warehouse. I bought a brand new viking phone system from them and it was faulty. I emailed them immediately and they denied my request saying that they will not take anything back that has been opened. This does not make any sense as there is no way to test it without opening it. The fact that there was no option to fix the situation is ridiculous. I would never use this co again.

Despite my better judgement after they royally [redacted] a FedEx overnight early AM order, I tried again to order an overnight part and paid extra for UPS over FedEx so the first incident wouldn't be repeated. Was I wrong... They shipped FedEx anyway despite offering UPS on their checkout process. Customer service? Non existant. When I finally got someone the first time -- they didn't seem to care much about our issues. Never again. Buyer PLEASE beware. This is a very very bad company.

Tried to order a VOIP device that was showing "quantity 14." Got a call back saying it was out of stock (claimed "the website isn't a live feed") and they would get back to me shortly with the lead time. Never heard back so I emailed them again and they told me they actually don't sell that product.....but that they sell a lower-end model of that product with a 1 month lead time.
Their site still has the original product I wanted up there, quantity 14.....this site might be a credit card billing data phishing scam. They list some products they don't stock, you order, they tell you they actually don't sell that product.....then bingo, they have your billing info. I do not trust these people at all. Will be watching my statements very closely. A "live feed" of your inventory should be a basic requirement of being an online retailer.
Avoid at all costs!

Review: Our time-sensitive order, which we wired payment for immediately in order to make sure our needs were meant, was not properly shipped to the attention of the hotel guest as specified. It was simply shipped to "W Hotel Receiving Department". This cost us 2 days of lost productivity trying to work with the hotel as they could not locate a package addressed to us. We are extremely displeased with how the order was shipped by your company - especially after jumping through hoops to get the order paid by wire as requested. We provided copies of the FedEx label showing the exact shipping address - with "Guest 221565530" nowhere to be found. This shipping address was on the approved quote. When contacting our point of contact, Scott, he expressed no concern to make anything right and expressed no concern to do anything about the mishap. His words verbatim were "Unfortunately, we are unable to issue a refund since this item was delivered on time. I apologize that I cannot do anything further for you."Desired Settlement: At minimum, we want our shipping refunded, but would also look a solution to this problem. The company cost us days of lost productivity working with the hotel, who had to have head of security come in to work on the package tracking due to the negligence by IP Phone Warehouse.

Business

Response:

Hi [redacted], We apologize for any issues you had with the order you placed with us. First, to address the concern you have regarding the payment method - for security reason - we requested that the ship to address be on file with your credit card company, especially since the order was shipping with expedited shipping to a hotel. Because you did not add the ship to address as an alternate ship to address with the card company, for security reasons, we required payment via wire transfer. Regarding the shipment of this order, since the product was delivered within the allotted time frame for the shipping method used, we cannot issue a refund for shipping. We also cannot be held responsible for packages misplaced by a hotel a customer is staying at. Best regards,IP Phone Warehouse ###-###-####

Consumer

Response:

Review: I purchased 2 Microsoft Lync compatible Spectralink 7540 Dect wireless IP phones and 1 Spectralink Dect Server 400 to use with our hosted Microsoft Lync Voice provider from the IP Phone-warehouse on October 7th 2014. The total order was $672.21. I was informed that the 2 phone handsets were backordered and asked if I minded the additional lead time. I agreed to wait as that was not an issue for me. The Server 400 shipped right away and the phones later shipped from 2 separate locations, one on October 17th and the second one on October 22nd. The order was delivered in full by October 24th 2014. In the process of trying to configure the Server 400 it was determined that it was only designed to work with on-site Lync Voice Servers and could not be configured to work with our hosted provider’s off-site server. On November 14th I contacted the IP Phone Warehouse to make arrangements to exchange the phones for the Spectralink 8000 series Lync Compatible Wi-Fi phones as they would work with our hosted provider’s off-site server. I was flat-out refused a return or exchange of any kind. It was stated that while the 30 day return policy was not an issue due to the backorders, the fact that they were Spectralink products meant they could not accept the return for any reason. They referred me to the return policies on their website stating this. They were correct. On their home page they state "30 Day Returns, Click for details" in the middle of the page loud and proud. I mistakenly took this – along with the “Revdex.com” accreditation on their shopping cart to mean that I was not likely to have an issue if I ran into any problems with this purchase. However, within the "details" of the "30 Day Returns" policy they go on to list what could be considered some of the biggest brand name products they promote - as being non-returnable for any reason. How can you go from “30 day returns” to no returns for any reason? This almost seems like a disclaimer rather than a return policy. With a policy like that you would think that somewhere on the product page or in the checkout with these products you would get some kind of warning that all sales of these products are final.

Naturally I was upset and called back to speak with another representative but was again told that this was their arrangement with Spectralink and that there was nothing they could do. I contacted Spectralink directly who stated that they had no control over this reseller and also could not assist since it was not purchased directly from them. They further stated that the IP Phone warehouse sets their own return policy and it has nothing to do with them which of course makes sense. The bottom line is that the IP-Phone Warehouse could take it back but they don't want to. I was told that if there was a problem with the phone they would replace it with the same model but since I opened the box it was considered used and thus not returnable. Of course I find this outrageous. Why would any reasonable consumer NOT open an expensive purchase like this upon receipt to at least inspect it? I pointed out that while we’re on the subject one of the two phones I received did not have its protective covering on its face plate nor did it have the battery slip tab like the 2nd phone I received did. It did not notice it when I received the first phone because it looked ok and there is no actual “seal” or tape on these individual boxes to be “broken” – just cardboard tabs that lock when you close the box. This would indicate that at least one of the phones I received was in fact opened by someone else. Again, I was not looking for a return based on that but my point is that I actually received “opened” merchandise and they are willing to sell it that way – but apparently only when it benefits them.

I contend that their return policy is deceptive by design and they should honor an exchange of these products. While yes, they are open, they are still un-used, in absolutely perfect condition and in their original boxes. I remain hopeful that the Revdex.coms process will hold this “Accredited” business accountable to do the right thing rather than stand behind this one-sided policy completely biased against the consumer.Desired Settlement: I would simply like to exchange these phones, the dect server and accessories in their original packaging in absolutely perfect condition at my expense for a full credit, less original shipping costs towards a compatible phone solution.

Business

Response:

Hi [redacted], We are very sorry but Spectralink products are not returnable for credit or replacement of a different item as stated in our return policy. We do our best to inform customers of this by listing Spectralink as one of the non-returnable brands on our return policy. So you know, this is our policy and also the manufacture’s policy as there is licensing on the product so once the product is purchased, you own both the hardware and the licensing on that product. This is also true for the warranty in which there is a transfer of title where the warranty is essentially owned by the original purchaser of the equipment and cannot be transferred to another party – thus not allowing us to take the equipment back and resell it. Best regards, Customer Service IP Phone Warehouse ###-###-####

Business

Response:

[redacted], Again we apologize but we do not accept returns for credit or exchange of a different item on Spectralink products as stated in our return policy. The reason this policy is in place is because there is no way to reset/ transfer the manufacture warranty to a different customer after the product has been sold. Essentially all sales on Spectralink products are final because once purchased, the warranty is owned by the original purchaser and we do not sell used products without the manufacture warranty. With regards to the product being previously open, not sure how this could be as we do not accept any returns for credit or exchange of a different item on Spectralink products because of the warranty not being transferable. If a Spectalink item appeared to have been opened, this would have been done by someone at Spectralink and/or how the product ships from the manufacture. We do process hundreds of returns for credit/ exchange of different products each year. However, as stated in our return policy, some products are not returnable like in this case where the warranty is not transferable. As a means to prevent customers from ordering the wrong product, we offer free presales tech support and encourage all customers to call us in the event they have any questions about the product they are planning to order and also if they have questions about our return policy. We do advertise 30 day returns on our website but also include the text, “Click for details,” where we clearly state that Spectralink products are not returnable. (This same return policy is also on the Revdex.com’s website on the IP Phone Warehouse profile page.) Best regards, IP Phone Warehouse – Customer Service###-###-####

Consumer

Response:

RevDex.com:

I have reviewed the response made by the business in reference to

complaint ID [redacted], and have determined that this does not resolve my

complaint. For your reference, details of the offer I reviewed appear

below.

Their answer from the IP-Phone Warehouse is nothing more than an official

sounding “story” and they use it quite confidently in these situations. It is

certainly not the first time and it means absolutely nothing. It is their

way of removing all the risk from themselves and put it squarely on the

customer. Spectralink has no control over their return policy so let’s not

pretend that this is the reason they will not exchange it. They continually

reference this "transfer of warranty" which as I now understand

from speaking to another Spectralink dealer is a bogus since until

the phones are actually registered by the end user they are still in the

name of the dealer. Reputable companies like Best Buy, Radio Shack, Sears and hundreds

of others deal with this issue every single day. The IP-Phone

Warehouse simply doesn't want to risk losing anything on the transaction. Since

they didn’t actually stock this merchandise in their own warehouse they might

get hit with fees if they return it to the master distributor. Let’s be honest,

that’s their only concern. As a distributor myself I know there is an

assumed risk that I take when I make a sale - sometimes there is

a problem and we need to make it right. Sometimes that comes at a cost to the

margin but NEVER to my customer. In addition, their response completely

overlooks the fact that I received open merchandise from THEM (or their drop

shipper). They say they don't know how that could happen. Well it did and

it completely blows their "we can't resell open items" excuse because

they did – knowingly or not, through their drop shipper.

They also previously stated that they “do their

best” to describe the return policy on their website. I think they need to try

a little harder. They can start by NOT emphasizing “30 Day Returns” on their

homepage when a significant portion of their brands fall under the “No returns

for any reason” policy. In a previous complaint they had a customer that was

not able to return an item that wasn’t even on that list! They said it was

because their policy states “Brands "XYZ..." are not returnable, and

other manufactures MAY have the same policy” – and that his item was one of

these “Other” brands. That is some loophole in their return policy and it’s

deceptive to say the least. These phones have never even connected to any

network and just like a “shoebox”, the package they come in has no factory

seals to break. To categorize them as “open” and now “used” is outrageous. How

about doing the right thing? All I wanted was credit to exchange these for

phones that are compatible with our system. I was happy to pay return shipping

and a restocking fee. Their complete lack of concern or willingness to accommodate

the situation in any possible way is nothing short of unbelievable.

Regards,

Review: On Oct 25th I ordered two TS-550i IP phones, I have the receipt. [redacted] sent an email saying they had been discontinued and they would ship two FON-560i IP phones as they were a direct replacement. Oct 29th when I received them I contacted the company through paypal's resolution center. I told them they wouldn't work and I needed a refund. On Oct 30th Joe sent me an RMA number and the address to ship them to and informed me they could keep up to 30% as a restocking fee, I shipped them the same day. On Nov 04th the day the tracking shows they were signed for the company escalated a claim against me with paypal. They told paypal they dont know who Joe is and that that address I shipped them to wasn't theirs so they wouldn't refund my money. Iv'e dispute with my credit card company and that's still pending. I have pdfs I can send you to verify what Iv'e said. This has been on going since Oct and I've spent hours and hours on the phone with paypal. Paypal refused to do anything saying I didn't follow the rules and ship it to the correct address. I'm very frustrated at this company, the paypal manager I spoke to said the company has horrible business practices but he couldn't do anything about it.Desired Settlement: They need to refund all my money. this has been on going since Oct and I've spent hours and hours on the phone with paypal. Paypal refused to do anything saying I didn't follow the rules and ship it to the correct address.

Business

Response:

Hi [redacted], We had worked with PayPal on 11/28/14 to have a full credit issued for the returned merchandise. For some reason, the refund was canceled/reversed by PayPal. We contacted them today about the credit not going through in which this has been taken care of and a credit in the amount of $459.84 was refunded to you. Regarding PayPal stating we have horrible business practices, we checked with them to see why someone there would say such a thing and they informed us that our account has an excellent rating and if they had any concerns with us, they would not allow us to accept PayPal payments. Please let us know if you need anything else. Thanks, IP Phone Warehouse – Customer Service[redacted]

Business

Response:

Hello, We called PayPal in which they informed us the credit has been issued. The original dispute was in our favor because that was the decision made by PayPal. The 2nd dispute was credited by the credit card company that same day, per PayPal. Please see the attached PayPal document regarding the credit. Regards, IP Phone Warehouse - 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.

Review: I placed an order for two (2) Cisco SPA500DS sidecars for two Cisco SPA525G2 IP phones based on a sales persons recommendation. After repeatedly asking the sales person, "are you sure the SPA500DS will work with this model IP phone", the sales person emphatically indicated that the sidecar worked.

After installing the sidecar I tried to set it up but the sidecar was not programmable using the interface software (the model wasn't even a selection in the drop down menu). I made another call to IPWarehouse technical support requesting programming assistance. The technician indicated that the sidecard did work and it needed a "firmware update" before it was programmable.

As instructed I updated the firmware and the sidecar still did not work. I then contacted Cisco technical support to verify that the SPA500DS sidecar was compatible with the SPA525G2 IP Phone. Cisco technical support said, "this sidecar is NOT compatible with this SPA535G2 IP phone and compatibility between these two devices are supported by Cisco".

I contacted IP Warehouse technical support to notify them of what the Cisco support technical told. The IPWarehouse technical support person told me that I was pass the 30 day return period and I could not exchange the two SPA500DS for two SPA500D model. I indicated to the sales person that the reason I purchased this sidecar model was based on a recommendation from a sales person from IPWarehouse. The sales person said he would take my information down and pass it to a supervisor. I received an email 30 minutes later denying my RMA due to the product being out of the 30 day return period.

I called IPWarehouse again that day to re-explain my situation and the technical support person indicated that there was nothing he could do because the purchase was made 40 days ago. I asked to be transferred to a Manager but all he did was take my contact info and told me someone would get back to me.

I called IPWarehouse again to speak to a manager and was declined. Now I sit and wait for IPWarehouse to make good on their professional reputation. Unfortunately, my customer sits and waits for the situation to be resolved.

I will never purchase from this company again. I will let every integrator that I know not to use a company that doesn't stand behind the sales decisions they make. Perhaps more sales training is necessary so that sales people actually know what they are talking about.Desired Settlement: I simply want the Cisco SPA500DS exchanged for the Cisco SPA500D model. I will even pay all the S&H charges.

Business

Response:

Hello [redacted],

We are sorry to hear that you are having trouble with the SPA500DS working with your SPA525G2 phone. We have confirmed with Cisco and via the Cisco release for Cisco Small Business SPA525G2 Firmware Version 7.5.2a (located here: [redacted] on page 3), that the SPA500DS is supported on the SPA525G2. When our sales reps make recommendations, it is based on things we’ve tested in house, documentation provided by the manufacture, and information provided by the customer. On a side note, all of our sales reps are certified by the manufactures we represent and have at least 2 years of experience. We ask that you please take a second look at this as there is documentation provided by the manufacture that confirms the two products are compatible.

As to returning the product for credit, we are sorry that we cannot accept the return for credit because the order is past the 30 days from the purchase date allowed per our return policy and terms and conditions. The reason for this policy is because after 30 days, there is a transfer of title in which you not only have had the product long enough for it to be deemed as acceptable, you also own the warranty on the product which is nontransferable. (It was noted in our system that your first contact with us in which you stated you were having an issue, the order was already outside the 30 day return period.)

With regards to your request to speak to a manager, we are sorry that a manager was not immediately available to take your call. Sometimes our managers are tied up and cannot immediately take customer’s calls, which is why you were told someone would call you back. Unfortunately before a manager was able to call you back, and within about an hour of your call, you had filed this complaint with the Revdex.com. We can often have managers call customers back within the hour; however, it is sometimes longer which we apologize for as we seen the urgency to rectify issues.

Best regards,

IP Phone Warehouse – Customer Service

###-###-####

Business

Response:

Hello [redacted],

Unfortunately we cannot accept returns for exchange of a different device after 30 days. We have a 30 day return policy that starts on the date of purchase. The reason we cannot accept items back for credit/exchange of a different item after 30 days is because there is a transfer of title after this time period - in that you not only own the product but you also own the warranty on the product. Because we have no way of resetting the manufacture warranty on the device, and because you own the warranty, we cannot accept the item back for credit or exchange of a different item. This has to do with the fact that we do not sell used equipment without manufacture warranties.

Our 30 day return policy is in place to give our customers ample time to test and use the product to make sure they are satisfied with their purchase and to verify that it is going to work for their particular application. Had your request to exchange the product for a different product been made within the 30 day return window – exchanging the item would be a nonissue. We do apologize that we cannot accept returns for credit or exchange after 30 days.

Best regards,

IP Phone Warehouse - Customer Service

Consumer

Response: