This email in is response to an order placed on our website, ShopWildThings for an LED Tree on June 22, for $by [redacted] (which was the name used on the order) – The person who filed Complaint # [redacted] is [redacted] We received a call from this customer (***) on July 6,in which he stated that the tree he received from us was damaged in shippingWe asked if the outer box that he received from [redacted] was damaged and he stated that it wasAs per [redacted] Damage Claim and Insurance requirements for damaged shipments of this size, we requested that the customer retain all of the packaging of this tree, leave the tree in the box, and allow [redacted] to come and do an inspection of the tree and of the damaged outer boxEven though we had not gotten the original tree back, or gotten a confirmation from [redacted] that the tree was in fact damaged and the outer box damaged, we sent a brand new replacement tree to the customer, at no cost to him, which he agreed toWe paid $to ship this replacement tree in addition to the cost of the treeOur hope was that [redacted] would make us whole at the end of it and that meanwhile we would be providing excellent customer service [redacted] made attempts to contact the customer to come and inspect the original tree, and he refused to make himself available as per their requirements in order to process a damaged shipment claim [redacted] also attempted to deliver the replacement tree and the customer refused the shipment stating that it was broken as wellThe replacement tree has just come back to ShopWildThings and we are forced to pay for the return shipping on this replacement treeMeanwhile, the customer took the originally delivered tree apart and altered it by "fixing it", "sticking it in the ground" and "painting it", according to his phone statements to usThis was the tree that we asked him to please keep in the original packaging so that [redacted] could come and process a claim on the damage to it.We have confirmed with [redacted] all of the delivery times, attempts, and inspection attempts of the original tree and also the delivery attempts and final refusal of the replacement treeWe have also looked into this customer’s order history with our companyWe have found that on more than one occasion this customer has placed orders and subsequently called shouting at us, making monetary demands on our Customer Service staffFor example, an order was placed with us on Sunday March of this yearThe order shipped on Tuesday March 10thThe customer called (shouting at our customer service staff) trying to get us to give him money stating that we delayed his order for weeks, even though it shipped quickly At this point it is our determination that the verbal abuse of our Customer Service staff and the many, many calls that were have placed to us are an attempt to defraud our company by emotionally wearing us downHe called on July 16th no less than times yelling and demanding a full refund, a free tree, claiming that we charged him for two trees, that he just wanted a second tree at a discount because we sent him a broken tree, the we owed him a discount, and the list goes onThe story changed with every conversation with our staff In shipping alone, we are out for the replacement tree in shipping to him and it's return to us in the amount of over $At this point we are unable to get any sort of reimbursement for the replacement tree shipping and it's return because [redacted] was unable to inspect the original tree packaging and it's contents and the customer's refusal of the replacement package is not their responsibilitySince he has altered the original tree, we are unable to accept it as a return, and [redacted] is unable to come and inspect it as it came to him as per their requirements for damaged claimsWe made every attempt to rectify this situation with this customerOur long history of excellent customer service, honesty and integrity are very important for us to uphold as a companyWe will always go the extra mile and take a loss in order to satisfy and exceed customer expectationsAccording to the Revdex.com Complaint that the customer filed (in addition to his statement of the problems), his Desired Settlement is:“fix the broken branch (I will send a branch back for repair) and give me some money back because I have already fixed the tree”Our company will not be able to fix the broken branch, as we do not have those capabilities hereWe are not the manufacturer of the tree, which is an LED plelectrical itemWe attempted to replace the tree, which is the safest solution as we are not electriciansFurther, we do not feel that we owe him any additional compensation or discounts, as we sent an intact tree and it was damaged in transit by ***Again, we followed [redacted] guidelines regarding shipments damaged in transit so that we might be reimbursed at some point for the replacement tree and shipping We shipped a well-packaged tree, as we have done for thousands of other customersWe do not understand why he wants to 1) send back the broken branch for us to repair it if he also wants 2) money back from us because he has already fixed the treeThese two ideas are contradictoryIn any case, we did not send a broken tree and again, attempted to follow [redacted] guidelines for insurance claims while also sending a replacement tree BEFORE having a [redacted] resolution, initially trusting the customer’s original complaint and his agreement to our sending a replacement tree so as not to hold up the installation of his projectAt the point of which it was obvious that we would be unable to come to an agreement with [redacted] (after about 15-phones calls on that day alone), I did ask that he discontinue his repeated abusive contact to usAfter I requested this, he called and emailed an additional 3+ times threatening to file complaints like this one in order to get money from usHis shouting (it was impossible to verbally respond to him, as he would not stop yelling) was disruptive to business and extremely upsetting to every member of our staff who are trained to be compassionate problem solversFour people here (including myself) handled his lengthy and abusive phone calls on July 16th aloneIt is my duty as an owner of this company to protect our employees and provide a safe and pleasant working environment for themIf you have any questions about my response to this complaint, it would be my pleasure to speak with anyone at Revdex.comThank you for taking complaints seriously in order to protect consumersIt is my hope that the same concern and care extends to merchantsWith Best Regards, [redacted] Vice-President
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
This email in is response to an order placed on our website, ShopWildThings for an LED Tree on June 22, for $by [redacted] (which was the name used on the order) – The person who filed Complaint # [redacted] is [redacted] We received a call from this customer (***) on July 6,in which he stated that the tree he received from us was damaged in shippingWe asked if the outer box that he received from [redacted] was damaged and he stated that it wasAs per [redacted] Damage Claim and Insurance requirements for damaged shipments of this size, we requested that the customer retain all of the packaging of this tree, leave the tree in the box, and allow [redacted] to come and do an inspection of the tree and of the damaged outer boxEven though we had not gotten the original tree back, or gotten a confirmation from [redacted] that the tree was in fact damaged and the outer box damaged, we sent a brand new replacement tree to the customer, at no cost to him, which he agreed toWe paid $to ship this replacement tree in addition to the cost of the treeOur hope was that [redacted] would make us whole at the end of it and that meanwhile we would be providing excellent customer service [redacted] made attempts to contact the customer to come and inspect the original tree, and he refused to make himself available as per their requirements in order to process a damaged shipment claim [redacted] also attempted to deliver the replacement tree and the customer refused the shipment stating that it was broken as wellThe replacement tree has just come back to ShopWildThings and we are forced to pay for the return shipping on this replacement treeMeanwhile, the customer took the originally delivered tree apart and altered it by "fixing it", "sticking it in the ground" and "painting it", according to his phone statements to usThis was the tree that we asked him to please keep in the original packaging so that [redacted] could come and process a claim on the damage to it.We have confirmed with [redacted] all of the delivery times, attempts, and inspection attempts of the original tree and also the delivery attempts and final refusal of the replacement treeWe have also looked into this customer’s order history with our companyWe have found that on more than one occasion this customer has placed orders and subsequently called shouting at us, making monetary demands on our Customer Service staffFor example, an order was placed with us on Sunday March of this yearThe order shipped on Tuesday March 10thThe customer called (shouting at our customer service staff) trying to get us to give him money stating that we delayed his order for weeks, even though it shipped quickly At this point it is our determination that the verbal abuse of our Customer Service staff and the many, many calls that were have placed to us are an attempt to defraud our company by emotionally wearing us downHe called on July 16th no less than times yelling and demanding a full refund, a free tree, claiming that we charged him for two trees, that he just wanted a second tree at a discount because we sent him a broken tree, the we owed him a discount, and the list goes onThe story changed with every conversation with our staff In shipping alone, we are out for the replacement tree in shipping to him and it's return to us in the amount of over $At this point we are unable to get any sort of reimbursement for the replacement tree shipping and it's return because [redacted] was unable to inspect the original tree packaging and it's contents and the customer's refusal of the replacement package is not their responsibilitySince he has altered the original tree, we are unable to accept it as a return, and [redacted] is unable to come and inspect it as it came to him as per their requirements for damaged claimsWe made every attempt to rectify this situation with this customerOur long history of excellent customer service, honesty and integrity are very important for us to uphold as a companyWe will always go the extra mile and take a loss in order to satisfy and exceed customer expectationsAccording to the Revdex.com Complaint that the customer filed (in addition to his statement of the problems), his Desired Settlement is:“fix the broken branch (I will send a branch back for repair) and give me some money back because I have already fixed the tree”Our company will not be able to fix the broken branch, as we do not have those capabilities hereWe are not the manufacturer of the tree, which is an LED plelectrical itemWe attempted to replace the tree, which is the safest solution as we are not electriciansFurther, we do not feel that we owe him any additional compensation or discounts, as we sent an intact tree and it was damaged in transit by ***Again, we followed [redacted] guidelines regarding shipments damaged in transit so that we might be reimbursed at some point for the replacement tree and shipping We shipped a well-packaged tree, as we have done for thousands of other customersWe do not understand why he wants to 1) send back the broken branch for us to repair it if he also wants 2) money back from us because he has already fixed the treeThese two ideas are contradictoryIn any case, we did not send a broken tree and again, attempted to follow [redacted] guidelines for insurance claims while also sending a replacement tree BEFORE having a [redacted] resolution, initially trusting the customer’s original complaint and his agreement to our sending a replacement tree so as not to hold up the installation of his projectAt the point of which it was obvious that we would be unable to come to an agreement with [redacted] (after about 15-phones calls on that day alone), I did ask that he discontinue his repeated abusive contact to usAfter I requested this, he called and emailed an additional 3+ times threatening to file complaints like this one in order to get money from usHis shouting (it was impossible to verbally respond to him, as he would not stop yelling) was disruptive to business and extremely upsetting to every member of our staff who are trained to be compassionate problem solversFour people here (including myself) handled his lengthy and abusive phone calls on July 16th aloneIt is my duty as an owner of this company to protect our employees and provide a safe and pleasant working environment for themIf you have any questions about my response to this complaint, it would be my pleasure to speak with anyone at Revdex.comThank you for taking complaints seriously in order to protect consumersIt is my hope that the same concern and care extends to merchantsWith Best Regards, [redacted] Vice-President
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]