Mr [redacted] , We have been trying to resolve this issue with [redacted] since you contacted us stating the frother on the machine was defectiveWe offered to troubleshoot the situation with you before returning which you did not want to participate in and [redacted] required us to send you a return label, which we did and the item was returned and received on 4/15/After a thorough inspection of the item it was evident that the frother was damaged and apparent that the piece had been attempted to be placed back on the machine with adhesiveWe sent pictures to [redacted] with this information on numerous occasionsWe receive these machines direct from the manufacturer brand new and unopened which makes receiving this machine in that condition impossibleBased on the machine being damaged and an attempted repair with adhesive we were denying the return as it was now in a state that it could not be resold due to possible contaminants in the machines systemWe communicated this with [redacted] and asked for their guidance since they sold you the machine and we fulfilled the order for themIt is apparent that a resolution is not going to present itself working through the process as it has been outlined to usTherefore, we are going to refund $of the total of $which equates to a 15% restocking fee of the item as outlined in [redacted] guidelinesUnderstandable, this is not a 100% refund as you are expecting but we did not expect to receive a damaged machine when it was returned as defective when in fact it was returned damagedWe do not know how it was damaged, when it was damaged, who damaged it, or who applied the adhesive to the piece damagedThe chain of custody is pretty straight forward from our end: We purchase the item brand new from the manufacturer, we receive it into our facility, and we ship product to our customers in same brand new condition received from the manufacturerOur information is based solely on this chain of custody and the inspection of the item when we receive it back from our customersWe would appreciate if you would remove the Revdex.com complaint that was filed against our company as we are extremely service driven and take care of our customers such as now Sincerely, Greg Director of Customer Relations and Sales Please note: General Adjustment was chosen for the return reason as a true description was not an available option Attached are photos from the inspection of the machine upon arrival at our facility so you have the same information that we are basing our decisions on If you need additional information please let me know Sincerely, Greg K [redacted] Director of Customer Relations and Sales State Rd E Lafayette, IN | USA Ph +
Mr. [redacted], We have been trying to resolve this issue with [redacted] since you contacted us stating the...
frother on the machine was defective. We offered to troubleshoot the situation with you before returning which you did not want to participate in and [redacted] required us to send you a return label, which we did and the item was returned and received on 4/15/16. After a thorough inspection of the item it was evident that the frother was damaged and apparent that the piece had been attempted to be placed back on the machine with adhesive. We sent pictures to [redacted] with this information on numerous occasions. We receive these machines direct from the manufacturer brand new and unopened which makes receiving this machine in that condition impossible. Based on the machine being damaged and an attempted repair with adhesive we were denying the return as it was now in a state that it could not be resold due to possible contaminants in the machines system. We communicated this with [redacted] and asked for their guidance since they sold you the machine and we fulfilled the order for them. It is apparent that a resolution is not going to present itself working through the process as it has been outlined to us. Therefore, we are going to refund $3339.65 of the total of $3929.00 which equates to a 15% restocking fee of the item as outlined in [redacted] guidelines. Understandable, this is not a 100% refund as you are expecting but we did not expect to receive a damaged machine when it was returned as defective when in fact it was returned damaged. We do not know how it was damaged, when it was damaged, who damaged it, or who applied the adhesive to the piece damaged. The chain of custody is pretty straight forward from our end: We purchase the item brand new from the manufacturer, we receive it into our facility, and we ship product to our customers in same brand new condition received from the manufacturer. Our information is based solely on this chain of custody and the inspection of the item when we receive it back from our customers. We would appreciate if you would remove the Revdex.com complaint that was filed against our company as we are extremely service driven and take care of our customers such as now. Sincerely, Greg Director of Customer Relations and Sales Please note: General Adjustment was chosen for the return reason as a true description was not an available option Attached are photos from the inspection of the machine upon arrival at our facility so you have the same information that we are basing our decisions on. If you need additional information please let me know. Sincerely, Greg K[redacted] Director of Customer Relations and Sales 3600 State Rd 38 E Lafayette, IN 47905 | USA Ph. +1 877 554 8336
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please provide a local technician to come to our location and fix the machine to its original undamaged condition.
I also have a video and other pictures that may be used for determining a solution.
Regards,
[redacted]
Mr [redacted] , We have been trying to resolve this issue with [redacted] since you contacted us stating the frother on the machine was defectiveWe offered to troubleshoot the situation with you before returning which you did not want to participate in and [redacted] required us to send you a return label, which we did and the item was returned and received on 4/15/After a thorough inspection of the item it was evident that the frother was damaged and apparent that the piece had been attempted to be placed back on the machine with adhesiveWe sent pictures to [redacted] with this information on numerous occasionsWe receive these machines direct from the manufacturer brand new and unopened which makes receiving this machine in that condition impossibleBased on the machine being damaged and an attempted repair with adhesive we were denying the return as it was now in a state that it could not be resold due to possible contaminants in the machines systemWe communicated this with [redacted] and asked for their guidance since they sold you the machine and we fulfilled the order for themIt is apparent that a resolution is not going to present itself working through the process as it has been outlined to usTherefore, we are going to refund $of the total of $which equates to a 15% restocking fee of the item as outlined in [redacted] guidelinesUnderstandable, this is not a 100% refund as you are expecting but we did not expect to receive a damaged machine when it was returned as defective when in fact it was returned damagedWe do not know how it was damaged, when it was damaged, who damaged it, or who applied the adhesive to the piece damagedThe chain of custody is pretty straight forward from our end: We purchase the item brand new from the manufacturer, we receive it into our facility, and we ship product to our customers in same brand new condition received from the manufacturerOur information is based solely on this chain of custody and the inspection of the item when we receive it back from our customersWe would appreciate if you would remove the Revdex.com complaint that was filed against our company as we are extremely service driven and take care of our customers such as now Sincerely, Greg Director of Customer Relations and Sales Please note: General Adjustment was chosen for the return reason as a true description was not an available option Attached are photos from the inspection of the machine upon arrival at our facility so you have the same information that we are basing our decisions on If you need additional information please let me know Sincerely, Greg K [redacted] Director of Customer Relations and Sales State Rd E Lafayette, IN | USA Ph +
Mr. [redacted], We have been trying to resolve this issue with [redacted] since you contacted us stating the...
frother on the machine was defective. We offered to troubleshoot the situation with you before returning which you did not want to participate in and [redacted] required us to send you a return label, which we did and the item was returned and received on 4/15/16. After a thorough inspection of the item it was evident that the frother was damaged and apparent that the piece had been attempted to be placed back on the machine with adhesive. We sent pictures to [redacted] with this information on numerous occasions. We receive these machines direct from the manufacturer brand new and unopened which makes receiving this machine in that condition impossible. Based on the machine being damaged and an attempted repair with adhesive we were denying the return as it was now in a state that it could not be resold due to possible contaminants in the machines system. We communicated this with [redacted] and asked for their guidance since they sold you the machine and we fulfilled the order for them. It is apparent that a resolution is not going to present itself working through the process as it has been outlined to us. Therefore, we are going to refund $3339.65 of the total of $3929.00 which equates to a 15% restocking fee of the item as outlined in [redacted] guidelines. Understandable, this is not a 100% refund as you are expecting but we did not expect to receive a damaged machine when it was returned as defective when in fact it was returned damaged. We do not know how it was damaged, when it was damaged, who damaged it, or who applied the adhesive to the piece damaged. The chain of custody is pretty straight forward from our end: We purchase the item brand new from the manufacturer, we receive it into our facility, and we ship product to our customers in same brand new condition received from the manufacturer. Our information is based solely on this chain of custody and the inspection of the item when we receive it back from our customers. We would appreciate if you would remove the Revdex.com complaint that was filed against our company as we are extremely service driven and take care of our customers such as now. Sincerely, Greg Director of Customer Relations and Sales Please note: General Adjustment was chosen for the return reason as a true description was not an available option Attached are photos from the inspection of the machine upon arrival at our facility so you have the same information that we are basing our decisions on. If you need additional information please let me know. Sincerely, Greg K[redacted] Director of Customer Relations and Sales 3600 State Rd 38 E Lafayette, IN 47905 | USA Ph. +1 877 554 8336
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please provide a local technician to come to our location and fix the machine to its original undamaged condition.
I also have a video and other pictures that may be used for determining a solution.
Regards,
[redacted]