[redacted], You have helped me with my complaint against Build.com. I received your email about build.com willing to give me credit for my return order and accepted that agreement. Now, I received an email from Build.com saying they will not issue my credit because they don’t have the tracking number of the returned item. I looked and can no longer find my USPS receipt with the tracking number. But, as I have stated before, this order was in the same box as order number [redacted], and I was given credit for that order. The items returned were cabinet hardware and returned in a small priority mail box about 5 x 10 inches, so they could not have been missed. In that box I included the RGA for both items. I was initially told that because I included both items in the same box, that is why there is a problem. But, I assumed they would open the box before giving me credit, they would see both orders in the same box, with the appropriate return paperwork. I was not going to spend another $10. in postage to return an item worth $16. Thank you for all your help. It is very frustrating. We are not talking about a lot of money, but the item was returned, and I would like credit. [redacted]
We are very sorry that the customers order was cancelled and apologize for any inconvenience this has caused them. Our pricing is all entered in manually and there was an error on our site with the price of the product the customer purchased. We are a retailer for Daltile and we are not able to...
place the order with them at the price originally because it was way below cost. The customer was credited back the full amount of the order when cancelled. If the customer would still like the product we can offer it to them with a discount but unfortunately we can not give it to them as originally ordered. Again we are so sorry for this error. Thank you.
We apologize that the customer's information was used to try to place an order on our site without their permission. We work hard to protect our customer's credit card information and are very sorry this happened to the customer. After further research into the issue it seems that the card was used...
in a phone call from a "customer" trying to place the order using the card from their "associate" Our system quickly flagged the order as the information did not coincide with past orders and the funds were released from the order. It seems that there may be a compromise of the card itself that the customer may want to look into with their bank and maybe change the card number. As stated before the card number was received over the phone and not through our system. We again are very sorry this happened and the necessary steps to have the account that used the card blocked have been taken. Thank you for your time.
Thank you for your response. We sincerely apologize that our representatives stated items on back order would ship on several occasions. All back order dates are estimated and subject to change through the manufacturer so a ship date should have not been promised without providing a tracking # to let you know the items had shipped. We can assure you that the expedited shipping was requested to the manufacturer and we apologize this request was not fulfilled. At this time we have cancelled the remaining 2 Air King [redacted] from the order and the cancellation confirmation has been sent to the email on the order. The refund will appear back in the account within no more than 3-5 business days. Again, we sincerely apologize for the unsatisfactory experience you have had with us.
Revdex.com[redacted]
Dear [redacted]
This message is in regard to a complaint submitted to the Revdex.com about your business on 8/31/2016 by [redacted] . This complaint was assigned ID [redacted].
Revdex.com would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
Thank you for your cooperation in this matter.
Sincerely,
[redacted]
MESSAGE:
Just received this email from build.com stating I'll be getting my refund for the fans
We are obligated to refund to the original card used at the time of purchase and cannot legally send a check if the card is still valid. The trans ID (sent in a private email to customer) can be referenced with the [redacted] card company to refund the money to a different card or to issue a check. We are truly sorry that this is an inconvenience to the customer.
We sincerely apologize that the customer feels that the web page for the item purchased was represented incorrectly. The item clearly states it is the interior pack in several places on the listing including the title of the item and not a combo keyed lever and deadbolt. Since the...
listing is accurately representing the product as an interior pack only the customer is responsible for the return shipping cost since it is considered a general return. Our return policy is listed on our [redacted] storefront and does state that customers are responsible for return shipping. However as a courtesy we did offer the customer a discounted UPS label to use to return the product. If the customer needs any further assistance or has any further questions they can contact our customer service department at [redacted] or [redacted]
We apologize for any delay on issuing the final refunds to the customer. Some of the funds are still being processed while others are waiting for the return of the products. The customer should see the rest of the funds in their account within the next 48-72 business hours. We thank the customer for...
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. It is unfortunate that it had come to this, however, we spent a tremendous amount of our workdays in a panic to resolve these orders several times with the same or worse results. It has caused strain on our customer relationships locally. [redacted] / [redacted]
We apologize if our return policy caused any confusion or frustration. Our return policy states that return shipping for general returns are customer responsibility and that beyond 30 days of purchase items are subject to a store credit. This return policy can be found...
here: [redacted]returns. Depending on the brand of product we do ship items directly from the manufacturer. We currently do not have a set warehouse for returns and so they are returned directly to the manufacturers or original warehouses. The shipping to the customer is free over $49 but anything sent back is customer responsibility. The customer does not need to use our discounted labels if they would like to work with a shipper directly. We would just need to know and we can cancel the labels and the customer would get their full refund minus what they personally pay for the shipping back. Thank you.
We sincerely apologize that the correct quantity of items did not arrive in the first shipment and for the inconvenience it has caused. The order states that the request for replacements was made on Thursday 10/29/15 and confirmed on 10/30/15. Per our website the order states that there is a 1-2 day...
processing time with the manufacturer before the items leave the warehouse excluding weekends. Since the items were shipped from NC the manufacturer did not rush the shipment due to a short transit time to FL. The items were delivered on 11/4/15 with a transit time of 2 days. Even though the items were shipped via standard ground, due to the reasonable delivery date we will not be issuing a refund as requested.
We are so sorry to hear that the customer did not receive all of the parts needed to install their fixture. Unfortunately we do not cover any installation costs as stated on our site. When we set up a return as defective and send the customer a new fixture at no cost we give them 30 days to send...
back the defective fixture after which if we do not receive we would charge for the replacement that was sent. In this case the customer just needed to send back the parts that were not being used. Again we are so sorry for the inconvenience this has caused, but that is the process of our returns. We are unable to pull up the customers order with the information, this information above is just explaining a summed up view of our policies that you can find listed on our site. Thank you.
The customer does not wish to speak with us directly to come to a resolution on the refund amount. Because of this we must offer the amount here. We are willing to refund the amount of $20.80 for the incorrect information the customer was provided. We apologize for any inconvenience the incorrect information may have caused. We will wait for the customers reply. Thank you.
The customer reported that only the rods were missing on their fixture and the only way the customer will not be charged for the replacement fixture is if we receive back the parts they did not use, meaning the fixture itself minus the rods. We have sent the customer all the necessary labels to return. Thank you.
[redacted]We sincerely apologize for the difficulties you have had with receiving damaged products and for the inconvenience it has caused. Per our Logistics Department and pictures provided we have determined that the items were damaged in transit. When an item is considered damaged in transit a freight...
claim is created between our company and the shipping company. We ask that customers hold onto the damaged product for 30 days from reporting the damage so the carrier has a chance to retrieve the item from the customers residence to survey the damage. If the carrier does not retrieve the item from the customer within 30 days they are then able to dispose of the item as our company can not retrieve the product. We understand disposal of items may be a hardship for customers and in this case if a disposal cost receipt can be provided we are happy to reimburse the cost. We again sincerely apologize for the inconvenience this has caused
We sincerely apologize for any confusion that the cancellation process caused. Cancellations are not instant in our system. When cancellations are requested an email is sent stating that the cancellation is only a request until our vendor confirms that the product has not shipped. Because the...
cancellation request was submitted over the weekend our vendor did not receive the request until after the shipment had already processed for shipment. The product was intercepted at the customer's request and the credit is currently being processed. The customer should see the funds in their bank/cc account within the next 48-72 business hours. While we understand the frustration of overdraft fees, we try to make it clear that cancellations requests are just requests. We unfortunately have no sway over the vendor/manufacturer when it comes to cancellation and try to update our customers on whether a cancellation is confirmed or not in a timely manner. If a customer decides to purchase locally before this confirmation is received we are bound to the agreement provided at the time of purchase and time of initiating the cancellation request. Thank you.
I am rejecting this response because:Business says they are unable to locate the account but I specifically indicated the account name in my compliant. I will only resolve this complaint if the charges for the replacement fixture is dropped to compensate for the labor charges due to the fault of the company for shipping an incomplete fixture.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Clearly pleased refund has been processed, just unfortunate that it took contacting the Revdex.com for resolution. In looking at other complaints this appears to be the standard practice for them and do not find them to be customer service focused. Thank you for your help in getting this resolved. [redacted]
We sincerely apologize for the confusion on our website regarding the [redacted] 391 vac bags size versus quantity. We have sent the customer the additional vac bags and consider this matter resolved at this time. We apologize for the inconvenience it has caused the customer.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
My thanks to Revdex.com Northeast California for acting so quickly on this! And thanks to [redacted] at Build.com, who worked to straighten out this matter.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, Pending receipt of my refund.
[redacted], You have helped me with my complaint against Build.com. I received your email about build.com willing to give me credit for my return order and accepted that agreement. Now, I received an email from Build.com saying they will not issue my credit because they don’t have the tracking number of the returned item. I looked and can no longer find my USPS receipt with the tracking number. But, as I have stated before, this order was in the same box as order number [redacted], and I was given credit for that order. The items returned were cabinet hardware and returned in a small priority mail box about 5 x 10 inches, so they could not have been missed. In that box I included the RGA for both items. I was initially told that because I included both items in the same box, that is why there is a problem. But, I assumed they would open the box before giving me credit, they would see both orders in the same box, with the appropriate return paperwork. I was not going to spend another $10. in postage to return an item worth $16. Thank you for all your help. It is very frustrating. We are not talking about a lot of money, but the item was returned, and I would like credit. [redacted]
We are very sorry that the customers order was cancelled and apologize for any inconvenience this has caused them. Our pricing is all entered in manually and there was an error on our site with the price of the product the customer purchased. We are a retailer for Daltile and we are not able to...
place the order with them at the price originally because it was way below cost. The customer was credited back the full amount of the order when cancelled. If the customer would still like the product we can offer it to them with a discount but unfortunately we can not give it to them as originally ordered. Again we are so sorry for this error. Thank you.
We apologize that the customer's information was used to try to place an order on our site without their permission. We work hard to protect our customer's credit card information and are very sorry this happened to the customer. After further research into the issue it seems that the card was used...
in a phone call from a "customer" trying to place the order using the card from their "associate" Our system quickly flagged the order as the information did not coincide with past orders and the funds were released from the order. It seems that there may be a compromise of the card itself that the customer may want to look into with their bank and maybe change the card number. As stated before the card number was received over the phone and not through our system. We again are very sorry this happened and the necessary steps to have the account that used the card blocked have been taken. Thank you for your time.
Thank you for your response. We sincerely apologize that our representatives stated items on back order would ship on several occasions. All back order dates are estimated and subject to change through the manufacturer so a ship date should have not been promised without providing a tracking # to let you know the items had shipped. We can assure you that the expedited shipping was requested to the manufacturer and we apologize this request was not fulfilled. At this time we have cancelled the remaining 2 Air King [redacted] from the order and the cancellation confirmation has been sent to the email on the order. The refund will appear back in the account within no more than 3-5 business days. Again, we sincerely apologize for the unsatisfactory experience you have had with us.
Revdex.com[redacted]
Dear [redacted]
This message is in regard to a complaint submitted to the Revdex.com about your business on 8/31/2016 by [redacted] . This complaint was assigned ID [redacted].
Revdex.com would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
Thank you for your cooperation in this matter.
Sincerely,
[redacted]
MESSAGE:
Just received this email from build.com stating I'll be getting my refund for the fans
We are obligated to refund to the original card used at the time of purchase and cannot legally send a check if the card is still valid. The trans ID (sent in a private email to customer) can be referenced with the [redacted] card company to refund the money to a different card or to issue a check. We are truly sorry that this is an inconvenience to the customer.
We sincerely apologize that the customer feels that the web page for the item purchased was represented incorrectly. The item clearly states it is the interior pack in several places on the listing including the title of the item and not a combo keyed lever and deadbolt. Since the...
listing is accurately representing the product as an interior pack only the customer is responsible for the return shipping cost since it is considered a general return. Our return policy is listed on our [redacted] storefront and does state that customers are responsible for return shipping. However as a courtesy we did offer the customer a discounted UPS label to use to return the product. If the customer needs any further assistance or has any further questions they can contact our customer service department at [redacted] or [redacted]
We apologize for any delay on issuing the final refunds to the customer. Some of the funds are still being processed while others are waiting for the return of the products. The customer should see the rest of the funds in their account within the next 48-72 business hours. We thank the customer for...
their patience.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. It is unfortunate that it had come to this, however, we spent a tremendous amount of our workdays in a panic to resolve these orders several times with the same or worse results. It has caused strain on our customer relationships locally. [redacted] / [redacted]
We apologize if our return policy caused any confusion or frustration. Our return policy states that return shipping for general returns are customer responsibility and that beyond 30 days of purchase items are subject to a store credit. This return policy can be found...
here: [redacted]returns. Depending on the brand of product we do ship items directly from the manufacturer. We currently do not have a set warehouse for returns and so they are returned directly to the manufacturers or original warehouses. The shipping to the customer is free over $49 but anything sent back is customer responsibility. The customer does not need to use our discounted labels if they would like to work with a shipper directly. We would just need to know and we can cancel the labels and the customer would get their full refund minus what they personally pay for the shipping back. Thank you.
We sincerely apologize that the correct quantity of items did not arrive in the first shipment and for the inconvenience it has caused. The order states that the request for replacements was made on Thursday 10/29/15 and confirmed on 10/30/15. Per our website the order states that there is a 1-2 day...
processing time with the manufacturer before the items leave the warehouse excluding weekends. Since the items were shipped from NC the manufacturer did not rush the shipment due to a short transit time to FL. The items were delivered on 11/4/15 with a transit time of 2 days. Even though the items were shipped via standard ground, due to the reasonable delivery date we will not be issuing a refund as requested.
We are so sorry to hear that the customer did not receive all of the parts needed to install their fixture. Unfortunately we do not cover any installation costs as stated on our site. When we set up a return as defective and send the customer a new fixture at no cost we give them 30 days to send...
back the defective fixture after which if we do not receive we would charge for the replacement that was sent. In this case the customer just needed to send back the parts that were not being used. Again we are so sorry for the inconvenience this has caused, but that is the process of our returns. We are unable to pull up the customers order with the information, this information above is just explaining a summed up view of our policies that you can find listed on our site. Thank you.
The customer does not wish to speak with us directly to come to a resolution on the refund amount. Because of this we must offer the amount here. We are willing to refund the amount of $20.80 for the incorrect information the customer was provided. We apologize for any inconvenience the incorrect information may have caused. We will wait for the customers reply. Thank you.
The customer reported that only the rods were missing on their fixture and the only way the customer will not be charged for the replacement fixture is if we receive back the parts they did not use, meaning the fixture itself minus the rods. We have sent the customer all the necessary labels to return. Thank you.
[redacted]We sincerely apologize for the difficulties you have had with receiving damaged products and for the inconvenience it has caused. Per our Logistics Department and pictures provided we have determined that the items were damaged in transit. When an item is considered damaged in transit a freight...
claim is created between our company and the shipping company. We ask that customers hold onto the damaged product for 30 days from reporting the damage so the carrier has a chance to retrieve the item from the customers residence to survey the damage. If the carrier does not retrieve the item from the customer within 30 days they are then able to dispose of the item as our company can not retrieve the product. We understand disposal of items may be a hardship for customers and in this case if a disposal cost receipt can be provided we are happy to reimburse the cost. We again sincerely apologize for the inconvenience this has caused
We sincerely apologize for any confusion that the cancellation process caused. Cancellations are not instant in our system. When cancellations are requested an email is sent stating that the cancellation is only a request until our vendor confirms that the product has not shipped. Because the...
cancellation request was submitted over the weekend our vendor did not receive the request until after the shipment had already processed for shipment. The product was intercepted at the customer's request and the credit is currently being processed. The customer should see the funds in their bank/cc account within the next 48-72 business hours. While we understand the frustration of overdraft fees, we try to make it clear that cancellations requests are just requests. We unfortunately have no sway over the vendor/manufacturer when it comes to cancellation and try to update our customers on whether a cancellation is confirmed or not in a timely manner. If a customer decides to purchase locally before this confirmation is received we are bound to the agreement provided at the time of purchase and time of initiating the cancellation request. Thank you.
I am rejecting this response because:Business says they are unable to locate the account but I specifically indicated the account name in my compliant. I will only resolve this complaint if the charges for the replacement fixture is dropped to compensate for the labor charges due to the fault of the company for shipping an incomplete fixture.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Clearly pleased refund has been processed, just unfortunate that it took contacting the Revdex.com for resolution. In looking at other complaints this appears to be the standard practice for them and do not find them to be customer service focused. Thank you for your help in getting this resolved. [redacted]
We sincerely apologize for the confusion on our website regarding the [redacted] 391 vac bags size versus quantity. We have sent the customer the additional vac bags and consider this matter resolved at this time. We apologize for the inconvenience it has caused the customer.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
My thanks to Revdex.com Northeast California for acting so quickly on this! And thanks to [redacted] at Build.com, who worked to straighten out this matter.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, Pending receipt of my refund.