IRIS USA Inc.

I will never call Iris USA again. Called them twice to make an order over the phone on Monday 26th. First call I spoke with a person. She took my name and number and said someone would call me back. Waited 2 hours and called back. Left a message and nobody called me back. My order would have been over 200.00. I refuse to use my credit card on line. That's why I was calling in my order. Very unprofessional service. I will never purchase anything at stores that came from Iris USA.

Review: Hi! So, I ordered several items from this company; but they were all tossed in an oversized box, without any padding, so over half the order arrived damaged. I then sent an email (as well as a photograph of the damaged items) to Iris requesting replacements. They ignored the email. So I sent another, and their customer service representative began making excuses, quickly grew quarrelsome, began bickering, debating and arguing with me, and then, finally, just personally insulted me. So I forwarded said emails to Iris' president. That was about a month ago. Since then, I've sent Iris' president(s), as well as various customer service department(s) and representative(s), several emails requesting an ETA for any replacements. But they are still no longer responding, even when I warned them, repeatedly, that, if they continued to ignore me, I'd have no choice but to file a complaint the Revdex.com (which I've never done before). Interestingly, if you go to Iris' Facebook page, another customer has recently posted a similar complaint; and, on the Revdex.com's own site, another has also recently done the same there as well...Desired Settlement: I simply want the items that I'd ordered, and have since repeatedly requested and still need (...although, honestly, given what a pain this whole experience has been, a full, monetary refund wouldn't be amiss as well).

Business

Response:

We have resolved this customer issue by issuing a full refund ($189.57) on 1/31/2014 along with the opportunity to replace the broken lids upon the customer request. I have left a voicemail with the customer requesting a call back; however, I still have not received any contact. I followed up with a detailed email on 2/4/2014 to inform the customer of the full refund, opportunity for replacement lids, and to offer an apology of the shopping experience.

Please let me know how we can have this documented.

Thanks/[redacted]

Consumer

Response:

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.

Hello.

I have an Iris USA Inc. product that needs a small part replaced. Their website states "If you have purchased product a while ago and need a small part (buckle, glide, caster, latch, etc) contact Customer Service at IRIS USA, Inc. They will handle your request. The number is [redacted] I have called customer service only to be told they don't have parts. When I asked to speak with someone else, I was transferred to voice mail. Upon calling back they won't pick up the phone. I take screen shots of their website. I record my telephone conversations. I have the evidence of Iris USA Inc.'s poor customer service and fraudulent behavior. I need a small part replaced. This should be a quick, easy, and inexpensive process. Companies like Iris USA Inc. are despicable. I sincerely hope other potential customers read this review before making the mistake of doing business with Iris USA Inc.

This company offers so called reward points,after my husband order the item using the rewards point that he earned, I got a call telling me that my husband fraud the reward point, then I went online to check out their reward point which was transferable, and how it can be earned, I don't see anywhere it says anything about not alright for customer to earn reward points. If they didn't setup the system right, which customer can earn reward points, then it's not the customer's fault, but to get a call in the morning and being accused of fraud is just too much.

Review: I purchased a 4-Panel Plastic Pen for my dog a little over a month ago on Walmart.com. However, when I got the product, it did not have all the pieces to assemble it. I contacted Walmart.com and they said they would replace it or if I thought it would be even quicker, to contact the company directly for the missing pieces. I did. They said they would send the pieces. Supposedly they did in mid March. They did not provide a tracking number. However, on March 30th, I still had not received the part. So they said they would send me the part again. Again, they have not provided a tracking number. In addition, they have made no efforts to expedite my missing pieces. I have to contact them repeatedly to get a response from them. They have horrible customer service. And they have no idea how to resolve an issue.Desired Settlement: I want Revdex.com to report that this company has terrible service. They do not do anything extra to try to compensate or help their customers. I want buyers to know that if you deal with this company, you will get your products when they feel like it. They are not flexible in helping you and they do not value your business. Please give your hard earned money to a company that actually cares to be helpful and values your business.

I have a question and have emailed [redacted] now 2-3 times and left voicemails multiple times as well. I never have heard back from them and their message on the phone is that they are indeed in the office.

Just plain unprofessional as an organization and disappointing. Thanks for absolutely no help at all.