This businesses response is a complete lie.They claim that they e-mailed me and I did not respond.I responded to their request for additional information within 1 business day.They still owe me a credit.I can not believe that the Revdex.com would permit a business to blatantly pretend to have addressed the issue.
We sincerely apologize for the delay in issuing the refund to the customer. We have reached out to the customer asking for more information regarding where the items were returned to and tracking numbers in order to confirm delivery and issue the refund to the customer as they have not been...
received back to our warehouse at the address provided to the customer.. We have not received any response regarding tracking and can not issue a refund until we can confirm delivery of the products. We are working with the customer and happy to issue the refund once we have received the information needed.
I am rejecting this response because:This is the latest iteration of a reply from Build.com and the first time I hear about a return NOT being accepted or handled by the manufacturer. I had been engaged in a back and forth with numerous individuals at Build.com for the last 2-1/2 months regarding this issue. Not a single person ever mentioned the tile manufacturer as a reason for not accepting tiles return. Some of the company reps were at the beginning receptive to my argument. Many others refused to return my calls. Some seemed to have been coached by a supervisor or simply refuse to engage with me in a conversation. The fact that Build.com still refuses to address the problem or accept that it was their fault they wrote up the order wrong and delivered the wrong materials speaks volumes. It is NOT that “the tile ordered didn't meet the customer's expectations”. The tiles were completely wrong!!! They continue to pass all the blame onto me now by saying that it’s the manufacturer that’s not accepting the returns. This is just insane. The reason I bought from Build.com was because I thought they were an honorable vendor with good customer support and stood 100% behind the products they sold. I don’t think it’s reasonable to expect a customer to buy from Build.com only to be told that you’re on your own; good luck dealing with the manufacturer. This may be legal, but it’s definitely not ethical. Build.com continues to insist that I am responsible for the order being wrong. When I buy stuff from other vendors like [redacted], [redacted], [redacted], [redacted], [redacted] and others they have always stood behind their products 100% and have a much friendlier customer return policy. If the product is wrong and in new condition the vendors accept the returns no matter how old. Build.com’s hard stance would make sense and I would not be arguing any of this if I just had changed my mind about what I ordered or simply just wanted to return a product I didn’t like anymore, that is not the case. I would have no problem accepting responsibility for my mistake and would not be trying to pursue this return. In this specific case they wrote up the internet order thru a web chat and sent me the wrong tiles; and this somehow continues to be my fault! Conveniently now it’s the manufacturer that is not accepting the tiles. The confirmation email I received when the order was placed had the correct item description. Again, all the labeling on the boxes received (over 500 lbs) matched the confirmation email. Also the shipping ticket that accompanied the order matched the description on the email and the boxes. I thought that was a reasonable check on the accuracy of the order. Once our contractor was about to start the tile installation we noticed the problem and immediately reached out to Build.com for an exchange causing a major delay to the project. My $800 in tiles may not be much to a big corporation, but it’s extremely hard earned money I feel it’s practically being stolen. Buyer beware, the extremely poor response to this issue shows Build.com doesn’t think much about customer service or our business. I now have a pallet full of new tiles I cannot use and Build.com refuses to take back. As of this writing the tiles are still showing up in their website with 13,104 boxes in stock!!! It makes no sense they can’t just pick them up and do the right thing here.
We apologize for the confusion. After further research we have found that there are three orders involved and two were through [redacted]. Orders [redacted], and [redacted]. We have sent for the second [redacted] order ([redacted]) that was not cancelled in time to be refunded as the products have been accounted for. The customer should see the refund in their bank/cc account within the next 48-72 business hours. Thank you.
We sincerely apologize for the delay in issuing the remaining refund to the customer. We have issued the refund today and it should appear in the customers account within 3-5 business days. Please let us know if we can be of any further assistance.
We apologize for any delay in issuing the refund. If the customer would like to send the tracking numbers to our [redacted] email we can manually issue the credits. [redacted] has not contacted us to confirm they received the packages. We were not given the tracking information to update our...
system and because of this the returns have not been processed. Thank you and we will wait for this information to process the returns and credit the customer.
I am rejecting this response because: I can not accept this response until I have the funds credited to my account. As of this afternoon they have not been received by my financial institution. After I called so many times trying to get this resolved, I feel at the least someone could have told me the order was going to be cancelled rather than telling me it was resolved. I own my business and while inconvenient, would have offered to use my business address as my shipping address, but I never had a chance to offer that option. I was told all was going to be ok then a few hours later received an email with the cancelled order. After so much communication on my end to resolve the discrepancy, why couldn't someone have just called me? Now I have an entire project on hold - waiting on funds being replaced before any other order can be made. To make matters worse, even after offering to send a copy of a utility bill or a closing statement to prove I own this home, one of the customer service representatives talked to me as though I was trying to do something fraudulent!! I was in tears by the end of the day......
Unfortunately, we do not have immediate access to advertisements on customers sidebars. Our site was changed within the time given and the photos provided by the customer do not show our site but the sidebar on their email. Thank you.
We apologize for the delay in issuing the credit for the customer. As there were three returns that the customer sent back to the incorrect w/h location, their credit was delayed. Our warehouses had to inspect and redirect the items to the correct location. We have issued the credits as of this...
morning and the customer should see the amount in their credit card account within the next 48-72 hours. Thank you.
I am rejecting this response because: the "inconvenience" I was caused amounted to $75.00 not $50.00. I received the order within 2 days of it ACTUALLY shipping which is what I had originally been told. The issue here is that your system did in fact notify me that it had SHIPPED when it actually was only ready pending pick up. Had I not received an email saying it SHIPPED I would not have scheduled contractor on the other hand, had it ACTUALLY shipped when I was notified that it had, I would not have had to reschedule my contractor because it would have arrived in plenty of time. The issue isn't when it delivered, the issue is being lied to and told it had shipped coupled with Build's inability to confirm with certainty the status shipped or waiting for pick up.
Thank you for your response regarding my above captioned complaint relative to Build.com.Reviewing their response to the complaint I can understand that they have company policies regarding pricing errors. However, their statement that the price was corrected within 3 hours of the initial location of the error is incorrect. That is where my major problem came with the company. Even though the "pricing error" was discovered by them when I attempted to pay for my order, they continued to advertise these prices on-line even the next day while I continued to resolve this matter with them. I continued to question why they were still advertising these products at this pricing a day after they were aware of the alleged pricing error. l have screenshots of their advertisements that are date and time stamped if you would like them. Their "error" was not corrected as they have reported, and that is why I feel they need to honor their advertised pricing. If a company continues to advertise an item for sale at an incorrect price after they are aware of it, they need to honor it, otherwise it displays the company is participating in false advertisement.Thank you for your review of this matter.Here are some of the screenshots. Note that they are time/date stamped lower right. As you can see their ads were still active later that day and even the next day while I was in the process of emailing [redacted] at Build.com to rectify this situation, well after the 3 hours they claim the pricing was advertised on-line. She was aware of the screenshots and I offered to forward them to her but she did not want them.
We apologize for any difficulties the customer had with our return process. According to the pre-paid label we provided to the customer the package was never received at the UPS store/location. We have also contacted the manufacturer to see if the product has been received at their location. It was...
confirmed that the package was not received. Because of the confusion regarding the return process we will issue the credit to the customer for this order. We ask customers to fully read the instructions for returns and bring the package to a UPS store where a receipt can be obtained for a record of the transaction. When a box is handed to a UPS truck driver with no information attached there is a chance that the package will be misplaced. We thank the customer for his patience and he should see the refund for the order within the next 48-96 hours.
The refund was issued to the customer on 7/20/15 in the amount of $16.11 and should have appeared back in there account by this time. I have emailed the customer the reference ID to follow up with their credit card company on the status of the refund.
We sincerely apologize that the information the customer needed to know about our order processing during the holiday period as well as the shipping transit time was not detailed clearly on our website and for the inconvenience this has caused to the customer. The full shipping charge of...
We would like to start off saying we apologize for any inconvenience this has caused the customer. While different shipping and billing locations are not uncommon, we take the safety and privacy of your personal information seriously and we sometimes place orders on hold while we verify...
critical data. Unfortunately in some circumstances when we cant verify the customers information we have to cancel the order and they have the option to purchase with paypal. The credit has been put back to the customers card and processed as of 3/3/2014. Thank you.
We apologize that there has been issues with working with [redacted] regarding the warranty. For all assistance after the purchase for appliances it must go directly through the manufacturer. This is our companies contract with them. At this point we can not assist any further with this product as,...
mentioned by the customer, [redacted] is providing services to correct the issue. These services may be delayed because of their processing times but we unfortunately have no power over this portion of the warranty process. We have credited the amount available to provide to the customer to our cost and below for the product. No further funds will be issued. We again apologize for the inconvenience.
Thank you for your email. We sincerely apologize for the poor and lack of communication of our customer service representative and for all of the inconvenience it has caused. We certainly pride ourselves on our customer service and regret the unsatisfactory experience you have had with us. The...
remaining refund was issued today and should appear in your account within 3-5 business days at the most. Please let us know if we can be of any further assistance. We appreciate your business.
Customer did not provide us with the correct information to be able to pull up the order. We would like to get this information so we can further assist on this issue and try and resolve it. We have reached out to the customer and have still not heard anything back with the email provided. Thank...
We apologize for the delay in getting the products out to the customer. We were working with Elk to get a full fixture out as the shades seem to have been backordered, causing the delay. The replacement fixture shipped on 10/20 and is scheduled to get to the customer by the end of the day Tuesday, 10/25. Thank you.
We apologize for the inconvenience that was caused by the fact that the funds had to be returned to the original card. We unfortunately cannot send out a check if the original bank allows for a refund. The funds have already been refunded to the original card/bank and has been in that account since...
07/09. We will be sending the transaction IDs to the customer and they should be able to contact the travel card carrier with that information to get a new card sent to them with the funds that were returned. We thank the customer for their patience and they should see the email with that information shortly.
This businesses response is a complete lie.They claim that they e-mailed me and I did not respond.I responded to their request for additional information within 1 business day.They still owe me a credit.I can not believe that the Revdex.com would permit a business to blatantly pretend to have addressed the issue.
We sincerely apologize for the delay in issuing the refund to the customer. We have reached out to the customer asking for more information regarding where the items were returned to and tracking numbers in order to confirm delivery and issue the refund to the customer as they have not been...
received back to our warehouse at the address provided to the customer.. We have not received any response regarding tracking and can not issue a refund until we can confirm delivery of the products. We are working with the customer and happy to issue the refund once we have received the information needed.
I am rejecting this response because:This is the latest iteration of a reply from Build.com and the first time I hear about a return NOT being accepted or handled by the manufacturer. I had been engaged in a back and forth with numerous individuals at Build.com for the last 2-1/2 months regarding this issue. Not a single person ever mentioned the tile manufacturer as a reason for not accepting tiles return. Some of the company reps were at the beginning receptive to my argument. Many others refused to return my calls. Some seemed to have been coached by a supervisor or simply refuse to engage with me in a conversation. The fact that Build.com still refuses to address the problem or accept that it was their fault they wrote up the order wrong and delivered the wrong materials speaks volumes. It is NOT that “the tile ordered didn't meet the customer's expectations”. The tiles were completely wrong!!! They continue to pass all the blame onto me now by saying that it’s the manufacturer that’s not accepting the returns. This is just insane. The reason I bought from Build.com was because I thought they were an honorable vendor with good customer support and stood 100% behind the products they sold. I don’t think it’s reasonable to expect a customer to buy from Build.com only to be told that you’re on your own; good luck dealing with the manufacturer. This may be legal, but it’s definitely not ethical. Build.com continues to insist that I am responsible for the order being wrong. When I buy stuff from other vendors like [redacted], [redacted], [redacted], [redacted], [redacted] and others they have always stood behind their products 100% and have a much friendlier customer return policy. If the product is wrong and in new condition the vendors accept the returns no matter how old. Build.com’s hard stance would make sense and I would not be arguing any of this if I just had changed my mind about what I ordered or simply just wanted to return a product I didn’t like anymore, that is not the case. I would have no problem accepting responsibility for my mistake and would not be trying to pursue this return. In this specific case they wrote up the internet order thru a web chat and sent me the wrong tiles; and this somehow continues to be my fault! Conveniently now it’s the manufacturer that is not accepting the tiles. The confirmation email I received when the order was placed had the correct item description. Again, all the labeling on the boxes received (over 500 lbs) matched the confirmation email. Also the shipping ticket that accompanied the order matched the description on the email and the boxes. I thought that was a reasonable check on the accuracy of the order. Once our contractor was about to start the tile installation we noticed the problem and immediately reached out to Build.com for an exchange causing a major delay to the project. My $800 in tiles may not be much to a big corporation, but it’s extremely hard earned money I feel it’s practically being stolen. Buyer beware, the extremely poor response to this issue shows Build.com doesn’t think much about customer service or our business. I now have a pallet full of new tiles I cannot use and Build.com refuses to take back. As of this writing the tiles are still showing up in their website with 13,104 boxes in stock!!! It makes no sense they can’t just pick them up and do the right thing here.
We apologize for the confusion. After further research we have found that there are three orders involved and two were through [redacted]. Orders [redacted], and [redacted]. We have sent for the second [redacted] order ([redacted]) that was not cancelled in time to be refunded as the products have been accounted for. The customer should see the refund in their bank/cc account within the next 48-72 business hours. Thank you.
We sincerely apologize for the delay in issuing the remaining refund to the customer. We have issued the refund today and it should appear in the customers account within 3-5 business days. Please let us know if we can be of any further assistance.
We apologize for any delay in issuing the refund. If the customer would like to send the tracking numbers to our [redacted] email we can manually issue the credits. [redacted] has not contacted us to confirm they received the packages. We were not given the tracking information to update our...
system and because of this the returns have not been processed. Thank you and we will wait for this information to process the returns and credit the customer.
I am rejecting this response because: I can not accept this response until I have the funds credited to my account. As of this afternoon they have not been received by my financial institution. After I called so many times trying to get this resolved, I feel at the least someone could have told me the order was going to be cancelled rather than telling me it was resolved. I own my business and while inconvenient, would have offered to use my business address as my shipping address, but I never had a chance to offer that option. I was told all was going to be ok then a few hours later received an email with the cancelled order. After so much communication on my end to resolve the discrepancy, why couldn't someone have just called me? Now I have an entire project on hold - waiting on funds being replaced before any other order can be made. To make matters worse, even after offering to send a copy of a utility bill or a closing statement to prove I own this home, one of the customer service representatives talked to me as though I was trying to do something fraudulent!! I was in tears by the end of the day......
Unfortunately, we do not have immediate access to advertisements on customers sidebars. Our site was changed within the time given and the photos provided by the customer do not show our site but the sidebar on their email. Thank you.
We apologize for the delay in issuing the credit for the customer. As there were three returns that the customer sent back to the incorrect w/h location, their credit was delayed. Our warehouses had to inspect and redirect the items to the correct location. We have issued the credits as of this...
morning and the customer should see the amount in their credit card account within the next 48-72 hours. Thank you.
I am rejecting this response because: the "inconvenience" I was caused amounted to $75.00 not $50.00. I received the order within 2 days of it ACTUALLY shipping which is what I had originally been told. The issue here is that your system did in fact notify me that it had SHIPPED when it actually was only ready pending pick up. Had I not received an email saying it SHIPPED I would not have scheduled contractor on the other hand, had it ACTUALLY shipped when I was notified that it had, I would not have had to reschedule my contractor because it would have arrived in plenty of time. The issue isn't when it delivered, the issue is being lied to and told it had shipped coupled with Build's inability to confirm with certainty the status shipped or waiting for pick up.
Thank you for your response regarding my above captioned complaint relative to Build.com.Reviewing their response to the complaint I can understand that they have company policies regarding pricing errors. However, their statement that the price was corrected within 3 hours of the initial location of the error is incorrect. That is where my major problem came with the company. Even though the "pricing error" was discovered by them when I attempted to pay for my order, they continued to advertise these prices on-line even the next day while I continued to resolve this matter with them. I continued to question why they were still advertising these products at this pricing a day after they were aware of the alleged pricing error. l have screenshots of their advertisements that are date and time stamped if you would like them. Their "error" was not corrected as they have reported, and that is why I feel they need to honor their advertised pricing. If a company continues to advertise an item for sale at an incorrect price after they are aware of it, they need to honor it, otherwise it displays the company is participating in false advertisement.Thank you for your review of this matter.Here are some of the screenshots. Note that they are time/date stamped lower right. As you can see their ads were still active later that day and even the next day while I was in the process of emailing [redacted] at Build.com to rectify this situation, well after the 3 hours they claim the pricing was advertised on-line. She was aware of the screenshots and I offered to forward them to her but she did not want them.
We apologize for any difficulties the customer had with our return process. According to the pre-paid label we provided to the customer the package was never received at the UPS store/location. We have also contacted the manufacturer to see if the product has been received at their location. It was...
confirmed that the package was not received. Because of the confusion regarding the return process we will issue the credit to the customer for this order. We ask customers to fully read the instructions for returns and bring the package to a UPS store where a receipt can be obtained for a record of the transaction. When a box is handed to a UPS truck driver with no information attached there is a chance that the package will be misplaced. We thank the customer for his patience and he should see the refund for the order within the next 48-96 hours.
The refund was issued to the customer on 7/20/15 in the amount of $16.11 and should have appeared back in there account by this time. I have emailed the customer the reference ID to follow up with their credit card company on the status of the refund.
We sincerely apologize that the information the customer needed to know about our order processing during the holiday period as well as the shipping transit time was not detailed clearly on our website and for the inconvenience this has caused to the customer. The full shipping charge of...
$34.99 has been credited back to the customer.
We would like to start off saying we apologize for any inconvenience this has caused the customer. While different shipping and billing locations are not uncommon, we take the safety and privacy of your personal information seriously and we sometimes place orders on hold while we verify...
critical data. Unfortunately in some circumstances when we cant verify the customers information we have to cancel the order and they have the option to purchase with paypal. The credit has been put back to the customers card and processed as of 3/3/2014. Thank you.
We apologize that there has been issues with working with [redacted] regarding the warranty. For all assistance after the purchase for appliances it must go directly through the manufacturer. This is our companies contract with them. At this point we can not assist any further with this product as,...
mentioned by the customer, [redacted] is providing services to correct the issue. These services may be delayed because of their processing times but we unfortunately have no power over this portion of the warranty process. We have credited the amount available to provide to the customer to our cost and below for the product. No further funds will be issued. We again apologize for the inconvenience.
Thank you for your email. We sincerely apologize for the poor and lack of communication of our customer service representative and for all of the inconvenience it has caused. We certainly pride ourselves on our customer service and regret the unsatisfactory experience you have had with us. The...
remaining refund was issued today and should appear in your account within 3-5 business days at the most. Please let us know if we can be of any further assistance. We appreciate your business.
Customer did not provide us with the correct information to be able to pull up the order. We would like to get this information so we can further assist on this issue and try and resolve it. We have reached out to the customer and have still not heard anything back with the email provided. Thank...
you.
We apologize for the delay in getting the products out to the customer. We were working with Elk to get a full fixture out as the shades seem to have been backordered, causing the delay. The replacement fixture shipped on 10/20 and is scheduled to get to the customer by the end of the day Tuesday, 10/25. Thank you.
We apologize for the inconvenience that was caused by the fact that the funds had to be returned to the original card. We unfortunately cannot send out a check if the original bank allows for a refund. The funds have already been refunded to the original card/bank and has been in that account since...
07/09. We will be sending the transaction IDs to the customer and they should be able to contact the travel card carrier with that information to get a new card sent to them with the funds that were returned. We thank the customer for their patience and they should see the email with that information shortly.