We sincerely apologize for the delay in shipping the product the customer orderedThe particular lighting fixture that was ordered is shipped directly from the manufacturerBecause of this we can only provide the dates provided to us for shipmentWe have had a representative contact the manufacturer today for a set date for shipment and they has stated that the stock has been replenished as of nowThe product should ship within the next 24-hours from the manufacturerAgain, we apologize for the delay in shipping this productWe try to work with our vendors to have the most up-to-date stock information and apologize if this was not the case at the time of orderingWe would be happy to work with the customer further on this issue if they would be willing to call or email us with questionsThank you
We apologize for any delay in issuing the refundIf 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 packagesWe were not given the tracking information to update our system and because of this the returns have not been processedThank you and we will wait for this information to process the returns and credit the customer
[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 x 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 $in postage to return an item worth $ 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 apologize, the representative that was working on this issue was sorting out the total amounts due with her supervisor which caused a delay in the additional refund to the customerThe amount of $has been entered for processing todayThe customer should see these funds in their bank account within the next 3-business daysThank you
I am rejecting this response because: Hello, I am very appreciative of the store credit for the first set of handlesThank you. I am still disappointed by the amount of shipping I had was burdened to get all of the handles back to each different manufacturer ($62!)In the ecommerce / ***-like world, I've never heard of the consumer needing to return projects back to anyone other than who they had purchased them fromFor instance, If I purchased products from build.com, I should be able to make one return to build.comThis is the industry standardAlthough I have now learned that this is not build.coms policy, their policy should be much more clear and stated in bold prints, as it is a unique standard that breaks business normsOtherwise, you are deeply hurting your customerFor instance, I did not have the $to return the handles, and wold still like a reasonable amount of that money back
We apologize for any confusion that took place when the customer returned the products using our RGAsWe try to make the process as clear as possible in the emails we send to customers regarding the return process. Excerpt from returns RGA instructions email:"Please follow these instructions to complete your return:1.Only the item(s) listed below may be returnedItem(s) must be returned in the original packagingPlease do not write on any of the packaging, as this may reduce your credit amountProvide us with shipment carrier name and tracking number to ensure full refund."In these emails sent as soon as the returns are initiated we list the products that need to be returned on each RGA to try and quell any confusion. We unfortunately, at this time, do not have a sample program for our pull selectionBecause of this, any return set up will be treated the sameAll items will need to go back to the manufacturer they shipped fromWe do not have a set warehouse that these products can be sent to as we send directly from the manufacturerWe are not denying the credit to the customerMr*** let the customer know that we will need to contact the manufacturer she sent all the pulls to to see if they received all of the selectionThis is done for all returns but is a more difficult procedure when the directions are not followedBecause the customer did not follow the return instructions provided there will be a delay in crediting as we need to sort through what was returned with the manufacturer and make sure everything is there and is sent to the correct locationsWe apologize again for the delay
We apologize for any incorrect information on our siteOn our site we state that pricing errors can occur on a few of our items from time to timeUnfortunately it seems that our pricing with *** *** was showing as an incorrect priceOur policy states in our terms and conditions:"Except
where noted otherwise, the List Price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhereThe List Price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular dayFor certain items that are offered as a set, the List Price may represent "open-stock" prices, which means the aggregate of the manufacturer's estimated or suggested retail price for each of the items included in the set.Despite our best efforts, a small number of the items in our catalog may be mispricedIn the event that an item is mispriced, Build.com may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellationPrices and availability are subject to change without notice."Our price matching policies do not apply to our own site when errors occurWe would be happy to match any pricing from any other authorized retailers that has lower pricing than our sitesErrors can occur and we are sorry that this is what happened to the *** *** ChandeliersThe mistake in pricing was corrected within hours of the initial location of the errorIf the customer needs any further assistance we would be happy to help
We apologize if the customer did not receive the product that was deliveredUnfortunately, because a chargeback has been filed with *** we can no longer issue a credit to the customerIt must go through *** for the refund when a chargeback is initiatedIf there is anything else we can help
with please let us knowThank you for your time
We sincerely apologize that the stock of refurbished products were depleted before the customer's order could be fulfilled The sale was specifically for refurbished models of the Schlage product mentionedWe still do carry new non-refurbished Schlage locks at standard pricingWe apologize
for any confusion that may have arose around this orderWe would be happy to offer a new non-refurbished product at a discounted price, but because the sale was for refurbished units we cannot provide it at the same costIf the customer has any further questions on the product or order we would be happy to assistThank you
I am rejecting this response because: I feel that that Build.com is not taking responsibility for the fact that they have not trained their representatives to give the consumer the correct information about availability
I am rejecting this response because: While I am not satisfied with the businesses response (their product's listing is misleading and the *** product number offered does not show up on ***'s website), *** has refunded me the shipping costs This reflects positively on ***, and negatively on Build.com ***
Thank you for your emailWe sincerely apologize for the delay issuing the refund out to the customer and for the inconvenience it has caused.The two return authorizations were generated with a months difference, yet the items were returned in the initial defective return request instead of the two
authorized returnsThis caused a delay with the refund for the general returnWhen the return was received it was for the return authorization for three items and the UPS prepaid label, ***, was sent weighed for the three incorrect items to be returnedWe were not notified until after the return was received that the additional item from a separate return authorization was includedTherefore, until a warehouse search was generated, we had not realized the replacement item had been returned as that return authorization showed no movementA charge back on the order also delayed the issue of the refund. We have now confirmed the return of all items and have issued the refund to the customerThe refund should appear within the next 1-business daysPlease let us know if we can be of any further assistanceWe again sincerely apologize for the confusion and delay
I am rejecting this response because: I feel that short distance should have not made a difference in any matterThe customer was waiting on the handles and the mistake was not my fault but I am the one paying for itI feel the order should have been expedited and paid for by either build.com or *** *** not paid for at my expenseThat being said I feel that I should be offered some settlement for the hassle and inconvenience rather than an apology and told to move on
We are so sorry for the customers item being backordered, we are a retailer for the different manufacturers and take the money out of their account right away so we can place the order with the vendorUnfortunately once the item is shipped we have to wait on the freight company to confirm that its
being returned to sender before we can issue a creditWe apologize for the inconvenience this has caused the customer and are currently working on getting them their credit back asapThank you
We sincerely apologize for the delay in having this issue resolvedAs we are not receiving any correspondence with *** *** on the replacement we are issuing a new order for a replacement fixtureThe customer should receive confirmation for this shortly via emailPlease let us know if there
is anything further we can do to help the customerThank you
We sincerely apologize for the delay in issuing a cancelling for the customer's orderThe request was sent to the manufacturer the day of the customer's requestUnfortunately, it went unansweredWe are very sorry that this was not followed up on as time progressedThe credit has been issued to
the customer and they should see the funds on their statement as of nowThank you
I will accept the business' offered resolution of selling the fans at cost (approximately $61)For the merchant's information, I again contacted the manufacturer and was advised as follows: "Mechanically, the fans are exactly the same. We did not change anything with the motors, blades, or light kits." When pressed if there is any difference, whatsoever, from the other model number, I was told there may be a slight cosmetic difference in the down rod but, upon checking with another employee, I was told they are absolutely identicalI ask that the business advise if they are able to use the payment information previously provided along with the shipping address previously providedThank you
I am rejecting this response because: I called in today and spoke with someone, who was finally able to help meThis response was not something that happened when I received notification of the backorder, this happened today
I am rejecting this response because: The retailer's response does not appear to be consistent with the evidenceOver the past week (From the time I first viewed the product on your website) I have been monitoring the webpage, on which you are selling the item being discussed, dailyAt no time during that week did the quantity labelled as "in stock" change from the currently posted quantity of Thus it is now my understanding, that since this complaint was lodged, Lightingdirect.com has verified that the item in question is now in stock with the same exact value as listed all along and that you are asking me to accept this with no evidenceLastly the review of the item provided to your website was rejected by your websiteThe reason stated was that it was because the review was about the service providedIf people are looking to purchase a item provided on your website it is reasonable to expect that the service they receive from you the seller be consistent with your advertised claimsThus a review by a consumer providing evidence on your service would help buyers decide whether they would like to purchase the reviewed item on your websiteAdditionally, two of the reviews, of the item being discussed, on your webpage include information pertaining to your serviceHowever, the difference between the review I provided and those reviews is they are of a more positive nature
We are very sorry that there was incorrect information on our website at the time of the customers orderWe carry many different manufacturers and try our best to be as up to date as possible with the stock feed as it is not a live stock feedWe take what the warehouse tells us and pass that information to the customerIt can happen with any of our manufacturers that the lead time is pushed back due to unexpected delaysWe are a retailer and in order for us to place the order with the warehouse we process the funds automaticallyThe customer has requested returns for this order on all of his items due to not being able to wait for the backordered items, once the items are sent back he will receive a full refund of the total he purchasedWe are very sorry for this inconvenience, thank you
We sincerely apologize for the delay in shipping the product the customer orderedThe particular lighting fixture that was ordered is shipped directly from the manufacturerBecause of this we can only provide the dates provided to us for shipmentWe have had a representative contact the manufacturer today for a set date for shipment and they has stated that the stock has been replenished as of nowThe product should ship within the next 24-hours from the manufacturerAgain, we apologize for the delay in shipping this productWe try to work with our vendors to have the most up-to-date stock information and apologize if this was not the case at the time of orderingWe would be happy to work with the customer further on this issue if they would be willing to call or email us with questionsThank you
We apologize for any delay in issuing the refundIf 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 packagesWe were not given the tracking information to update our system and because of this the returns have not been processedThank you and we will wait for this information to process the returns and credit the customer
[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 x 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 $in postage to return an item worth $ 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 apologize, the representative that was working on this issue was sorting out the total amounts due with her supervisor which caused a delay in the additional refund to the customerThe amount of $has been entered for processing todayThe customer should see these funds in their bank account within the next 3-business daysThank you
I am rejecting this response because: Hello, I am very appreciative of the store credit for the first set of handlesThank you. I am still disappointed by the amount of shipping I had was burdened to get all of the handles back to each different manufacturer ($62!)In the ecommerce / ***-like world, I've never heard of the consumer needing to return projects back to anyone other than who they had purchased them fromFor instance, If I purchased products from build.com, I should be able to make one return to build.comThis is the industry standardAlthough I have now learned that this is not build.coms policy, their policy should be much more clear and stated in bold prints, as it is a unique standard that breaks business normsOtherwise, you are deeply hurting your customerFor instance, I did not have the $to return the handles, and wold still like a reasonable amount of that money back
We apologize for any confusion that took place when the customer returned the products using our RGAsWe try to make the process as clear as possible in the emails we send to customers regarding the return process. Excerpt from returns RGA instructions email:"Please follow these instructions to complete your return:1.Only the item(s) listed below may be returnedItem(s) must be returned in the original packagingPlease do not write on any of the packaging, as this may reduce your credit amountProvide us with shipment carrier name and tracking number to ensure full refund."In these emails sent as soon as the returns are initiated we list the products that need to be returned on each RGA to try and quell any confusion. We unfortunately, at this time, do not have a sample program for our pull selectionBecause of this, any return set up will be treated the sameAll items will need to go back to the manufacturer they shipped fromWe do not have a set warehouse that these products can be sent to as we send directly from the manufacturerWe are not denying the credit to the customerMr*** let the customer know that we will need to contact the manufacturer she sent all the pulls to to see if they received all of the selectionThis is done for all returns but is a more difficult procedure when the directions are not followedBecause the customer did not follow the return instructions provided there will be a delay in crediting as we need to sort through what was returned with the manufacturer and make sure everything is there and is sent to the correct locationsWe apologize again for the delay
We apologize for any incorrect information on our siteOn our site we state that pricing errors can occur on a few of our items from time to timeUnfortunately it seems that our pricing with *** *** was showing as an incorrect priceOur policy states in our terms and conditions:"Except
where noted otherwise, the List Price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhereThe List Price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular dayFor certain items that are offered as a set, the List Price may represent "open-stock" prices, which means the aggregate of the manufacturer's estimated or suggested retail price for each of the items included in the set.Despite our best efforts, a small number of the items in our catalog may be mispricedIn the event that an item is mispriced, Build.com may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellationPrices and availability are subject to change without notice."Our price matching policies do not apply to our own site when errors occurWe would be happy to match any pricing from any other authorized retailers that has lower pricing than our sitesErrors can occur and we are sorry that this is what happened to the *** *** ChandeliersThe mistake in pricing was corrected within hours of the initial location of the errorIf the customer needs any further assistance we would be happy to help
We apologize if the customer did not receive the product that was deliveredUnfortunately, because a chargeback has been filed with *** we can no longer issue a credit to the customerIt must go through *** for the refund when a chargeback is initiatedIf there is anything else we can help
with please let us knowThank you for your time
We sincerely apologize that the stock of refurbished products were depleted before the customer's order could be fulfilled The sale was specifically for refurbished models of the Schlage product mentionedWe still do carry new non-refurbished Schlage locks at standard pricingWe apologize
for any confusion that may have arose around this orderWe would be happy to offer a new non-refurbished product at a discounted price, but because the sale was for refurbished units we cannot provide it at the same costIf the customer has any further questions on the product or order we would be happy to assistThank you
I am rejecting this response because: I feel that that Build.com is not taking responsibility for the fact that they have not trained their representatives to give the consumer the correct information about availability
I am rejecting this response because: While I am not satisfied with the businesses response (their product's listing is misleading and the *** product number offered does not show up on ***'s website), *** has refunded me the shipping costs This reflects positively on ***, and negatively on Build.com ***
Thank you for your emailWe sincerely apologize for the delay issuing the refund out to the customer and for the inconvenience it has caused.The two return authorizations were generated with a months difference, yet the items were returned in the initial defective return request instead of the two
authorized returnsThis caused a delay with the refund for the general returnWhen the return was received it was for the return authorization for three items and the UPS prepaid label, ***, was sent weighed for the three incorrect items to be returnedWe were not notified until after the return was received that the additional item from a separate return authorization was includedTherefore, until a warehouse search was generated, we had not realized the replacement item had been returned as that return authorization showed no movementA charge back on the order also delayed the issue of the refund. We have now confirmed the return of all items and have issued the refund to the customerThe refund should appear within the next 1-business daysPlease let us know if we can be of any further assistanceWe again sincerely apologize for the confusion and delay
I am rejecting this response because: I feel that short distance should have not made a difference in any matterThe customer was waiting on the handles and the mistake was not my fault but I am the one paying for itI feel the order should have been expedited and paid for by either build.com or *** *** not paid for at my expenseThat being said I feel that I should be offered some settlement for the hassle and inconvenience rather than an apology and told to move on
We are so sorry for the customers item being backordered, we are a retailer for the different manufacturers and take the money out of their account right away so we can place the order with the vendorUnfortunately once the item is shipped we have to wait on the freight company to confirm that its
being returned to sender before we can issue a creditWe apologize for the inconvenience this has caused the customer and are currently working on getting them their credit back asapThank you
We sincerely apologize for the delay in having this issue resolvedAs we are not receiving any correspondence with *** *** on the replacement we are issuing a new order for a replacement fixtureThe customer should receive confirmation for this shortly via emailPlease let us know if there
is anything further we can do to help the customerThank you
We sincerely apologize for the delay in issuing a cancelling for the customer's orderThe request was sent to the manufacturer the day of the customer's requestUnfortunately, it went unansweredWe are very sorry that this was not followed up on as time progressedThe credit has been issued to
the customer and they should see the funds on their statement as of nowThank you
I will accept the business' offered resolution of selling the fans at cost (approximately $61)For the merchant's information, I again contacted the manufacturer and was advised as follows: "Mechanically, the fans are exactly the same. We did not change anything with the motors, blades, or light kits." When pressed if there is any difference, whatsoever, from the other model number, I was told there may be a slight cosmetic difference in the down rod but, upon checking with another employee, I was told they are absolutely identicalI ask that the business advise if they are able to use the payment information previously provided along with the shipping address previously providedThank you
I am rejecting this response because: I called in today and spoke with someone, who was finally able to help meThis response was not something that happened when I received notification of the backorder, this happened today
I am rejecting this response because: The retailer's response does not appear to be consistent with the evidenceOver the past week (From the time I first viewed the product on your website) I have been monitoring the webpage, on which you are selling the item being discussed, dailyAt no time during that week did the quantity labelled as "in stock" change from the currently posted quantity of Thus it is now my understanding, that since this complaint was lodged, Lightingdirect.com has verified that the item in question is now in stock with the same exact value as listed all along and that you are asking me to accept this with no evidenceLastly the review of the item provided to your website was rejected by your websiteThe reason stated was that it was because the review was about the service providedIf people are looking to purchase a item provided on your website it is reasonable to expect that the service they receive from you the seller be consistent with your advertised claimsThus a review by a consumer providing evidence on your service would help buyers decide whether they would like to purchase the reviewed item on your websiteAdditionally, two of the reviews, of the item being discussed, on your webpage include information pertaining to your serviceHowever, the difference between the review I provided and those reviews is they are of a more positive nature
We are very sorry that there was incorrect information on our website at the time of the customers orderWe carry many different manufacturers and try our best to be as up to date as possible with the stock feed as it is not a live stock feedWe take what the warehouse tells us and pass that information to the customerIt can happen with any of our manufacturers that the lead time is pushed back due to unexpected delaysWe are a retailer and in order for us to place the order with the warehouse we process the funds automaticallyThe customer has requested returns for this order on all of his items due to not being able to wait for the backordered items, once the items are sent back he will receive a full refund of the total he purchasedWe are very sorry for this inconvenience, thank you