The representative corresponding with the customer, to reach a resolution, had scheduled days off on Thursday and Friday as was noted in the original email to the customerWe are continuing communications with the customer but are currently awaiting a response from the customer to be able to move forward in reaching a resolution
Thank you for your emailWe sincerely apologize for the confusion surrounding the refunds Our system generated different returns to different return locations and all of the items were sent to one location in errorThe items also arrived in non resellable conditionWe have proceeded with
issuing the missing refunds and the refunds will appear in the account on the order within no more than 3-business daysThank you for your cooperation while we resolve this matter
We apologize that the customers order could not be canceledOur warehouses process orders quickly so that orders go out to customers as quickly as possibleBecause this order was placed late at night there was a span of time that allowed for the processing of the order and shipmentWe will issue
the amount for the shipping back as this seems to be an issue for the customer, we do advise that customers call in as soon as possible the next morning to cancel unneeded orders if late orders are placedThank you for your understanding
We apologize for the delay in issuing the credit to the customerWe have initiated the process for crediting and the customer should see it in their cc account within the next 3-business daysAs this is set up as a freight claim (which is correct, we are sorry if the customer received
conflicting information on this) the customer can dispose of the products as they see fitThe shipping company will not pick up the items because it is outside the time for their investigationIf the customer still has any questions or concerns they may contact us at ***Thank you
We apologize that the item the customer ordered had been back ordered with the manufacturer and for the inconvenience that it has caused. We work hard with our vendors and manufacturers to provide accurate stock feeds to better assist our customers in their purchasing decisions and we regret
we were unable to fulfill the order without delayFurthermore, we regret that the cancellation process did not meet the customer’s expectations and apologize for the delay while confirming cancellation of the order from the vendor. Cancellation of the order has now been confirmed and the customer has been issued a full refund of $back to their original form of payment. We would be happy to assist with any further concerns
We apologize that the cartridges purchased did not work for the customers project***'s products have changed over the years, because of this the cartridges do need to be retrofitted to work properly with older modelsThe older cartridges are no longer available and so we offer the newer
modelsBefore purchasing replacement parts it is advised that customers contact either our representatives or the manufacturer directly to make sure what they purchase is correct for their particular application General returns are initiated when a product is returned for non-defective reasonsIn some cases these cartridges just need a part from the old assembly to work with the older faucetsWe would like to direct the customer to *** directly to see if this is the case for their faucet as it could fix the issue at handIf, after that step is taken, the cartridges do not work for their faucet we would be happy to set up a return at no cost for the cartridgesThank you
I am rejecting this response because the funds returned to me were for the delay in my receiving the dryer - months not weeks.Why were you able to give me a refund when then even though it ships direct from manufacturer? I was only ever offered the chance to cancel the order but once I received the broken dryer I was never given the opportunity to return it. You have not addressed or refunded any funds based on the fact I received a brand new dryer with a broken motorIts completely unacceptable
Thank you for your response. You state for assistance after purchase I must go direct to the manufacturer and that “This is our companies contract with them.” I would like to point out that my contract was with you and not themIn fact I could not find anywhere on my purchase receipt or your website that states products are shipped directly from *** and that they would assume our contract after I receive my itemOn the page advertising for the dryer I purchased it simply states “ships from warehouse in - business days”I believed this was your warehouse when I purchased the dryer. I did speak to *** about refunding money and they confirmed that since the money I paid for the dryer was to build.com, not to ***, any refunds must be done through yourselvesI gave numerous opportunities for the situation to be resolvedI have not received any direct correspondence from build.com since November 21st despite numerous emails (December 4, and 19) and phone calls, without a response hence my current complaint with Revdex.com. Again since it is yourself that entered the contract with *** I would think you would be advocating for me as your customer and get funds back from them so that I may be further refundedI would hope that build.com would be just as concerned that a dryer was shipped with a broken motorNot to mention a customer who waited months over the expected delivery date and who was shipped a refrigerator firstFrom my point of view, I am your customer and you are theirs I am still waiting for the dryer to be fixedJanuary 9th between - is when the service mechanic is coming to install the new motor which has been sat at my home for over a week. In conclusion I believe you are missing the key points in this complaint: 1.The dryer was delivered with a broken motor and therefore never worked form date of receipt. The money I paid was to you, not ***, it is your responsibility to refund me. build.com has the contract with *** not me and I was also not made aware of this when purchasing the dyer. I look forward to your response and to resolve this in a fair manner
We sincerely apologize for the way the representative handled the customer's orderWe do see that an amount for $was issued on the 17th of this month, AprilIf it hasn't shown up in the customer's account as of yet they may want to speak to their bank/cc company to make sure it is processing
correctlyWe will be speaking to the representative to coach them on better customer service in the futurePlease contact us if the customer needs any further assistanceThank you
We are sorry that the customer received a bill from the freight company, that is the freight companies error, they are not supposed to bill our customersAll the customer had to do was call us and we would contact the freight company and take care of the costsWe will contact our logistics team to
take care of thisThank you
We were not completely aware of the store credit issue in full and apologize for the assumptionWe will have that reverted to original payment for when the return is received and processedOtherwise, our policy is stated as general returns as customer responsibilityCustomers do not need to return products but if they chose to do so it will be at their own discretion
We apologize that the shipping company could not bring in the product to the customer's locationWe do not have a way of knowing the size of the customer's door opening before the delivery unless stated to us at the time of orderingWe can then advise whether it would be a good idea to purchase
said product given our shipping typeWe cannot make the shipper dismantle the product for the customer to deliver the productWe apologize that damage was made to the customer's home from the attempt and are fully willing to pay for the damages as long as an estimate is sent to usWe are still waiting on this from the customerA re-delivery could not be initiated as it would not fit in the customers home and the freight company decided to return the product before we could discuss optionsSeeing as after the item was returned we found that they would not dismantle the piece anyway, a replacement was not initiatedThank you for your time
We have made sure the photos have been updated completely on the product page and have offered a discount to the customer for the product that was receivedThe return was canceled to allow the customer to keep the productThank you
We sincerely apologize for the difficulties the customer has experienced while waiting for their appliances to be deliveredThe Non-Stop warehouse searched for the missing products and were unable to locate themWe will be sending out a no cost replacement for the products to the customerAgain,
we apologize for the wait on this issue's resolution
We sincerely apologize for the lack of communication the customer received regarding the products they received from our Ebay Liquidations locationA refund was issued to the customer on 08/and should be showing on their statement as of nowIf we can assist further with any issues on this order
or any others on our main site please let us knowThank you
We apologize for the information that was sent for the customers orderThe product did ship within a few hours of placing the orderThe tracking can be found in the customer's accountAll other pieces on the order were successfully canceled but because the *** *** item had been processed to
be shipped via *** *** we could not cancelA return was set up for the product as a cancellation cannot be submitted after an item is shippedTypically Newport Brass items are made to order unless they have it currently in stockIt seems that our system automatically assumed that the item was backordered when it was indeed in stock at the timeOnce the item is received back to the warehouse a full refund will be issuedThank you
Thank you for your email and we sincerely apologize for the inconvenience this has caused youA refund for the tub was issued on 2/5/to your account and our returns team has determined the tub can be disposed of and we do not need it to be returned due to damageWe recommend donating the tub to
your local *** *** *** if you are unable to dispose of the tubOften *** *** *** offers to pick up the tub from your residencePlease let us know if we can be of any further assistance
We sincerely apologize for the miscommunication with the customerAfter corresponding with the customer about the issue for an extensive length of time we have refunded the customer in the amount of $We consider the matter resolved at this time
The representative corresponding with the customer, to reach a resolution, had scheduled days off on Thursday and Friday as was noted in the original email to the customerWe are continuing communications with the customer but are currently awaiting a response from the customer to be able to move forward in reaching a resolution
Thank you for your emailWe sincerely apologize for the confusion surrounding the refunds Our system generated different returns to different return locations and all of the items were sent to one location in errorThe items also arrived in non resellable conditionWe have proceeded with
issuing the missing refunds and the refunds will appear in the account on the order within no more than 3-business daysThank you for your cooperation while we resolve this matter
We apologize that the customers order could not be canceledOur warehouses process orders quickly so that orders go out to customers as quickly as possibleBecause this order was placed late at night there was a span of time that allowed for the processing of the order and shipmentWe will issue
the amount for the shipping back as this seems to be an issue for the customer, we do advise that customers call in as soon as possible the next morning to cancel unneeded orders if late orders are placedThank you for your understanding
We apologize for the delay in issuing the credit to the customerWe have initiated the process for crediting and the customer should see it in their cc account within the next 3-business daysAs this is set up as a freight claim (which is correct, we are sorry if the customer received
conflicting information on this) the customer can dispose of the products as they see fitThe shipping company will not pick up the items because it is outside the time for their investigationIf the customer still has any questions or concerns they may contact us at ***Thank you
We apologize that the item the customer ordered had been back ordered with the manufacturer and for the inconvenience that it has caused. We work hard with our vendors and manufacturers to provide accurate stock feeds to better assist our customers in their purchasing decisions and we regret
we were unable to fulfill the order without delayFurthermore, we regret that the cancellation process did not meet the customer’s expectations and apologize for the delay while confirming cancellation of the order from the vendor. Cancellation of the order has now been confirmed and the customer has been issued a full refund of $back to their original form of payment. We would be happy to assist with any further concerns
We apologize that the cartridges purchased did not work for the customers project***'s products have changed over the years, because of this the cartridges do need to be retrofitted to work properly with older modelsThe older cartridges are no longer available and so we offer the newer
modelsBefore purchasing replacement parts it is advised that customers contact either our representatives or the manufacturer directly to make sure what they purchase is correct for their particular application General returns are initiated when a product is returned for non-defective reasonsIn some cases these cartridges just need a part from the old assembly to work with the older faucetsWe would like to direct the customer to *** directly to see if this is the case for their faucet as it could fix the issue at handIf, after that step is taken, the cartridges do not work for their faucet we would be happy to set up a return at no cost for the cartridgesThank you
I am rejecting this response because the funds returned to me were for the delay in my receiving the dryer - months not weeks.Why were you able to give me a refund when then even though it ships direct from manufacturer? I was only ever offered the chance to cancel the order but once I received the broken dryer I was never given the opportunity to return it. You have not addressed or refunded any funds based on the fact I received a brand new dryer with a broken motorIts completely unacceptable
Thank you for your response. You state for assistance after purchase I must go direct to the manufacturer and that “This is our companies contract with them.” I would like to point out that my contract was with you and not themIn fact I could not find anywhere on my purchase receipt or your website that states products are shipped directly from *** and that they would assume our contract after I receive my itemOn the page advertising for the dryer I purchased it simply states “ships from warehouse in - business days”I believed this was your warehouse when I purchased the dryer. I did speak to *** about refunding money and they confirmed that since the money I paid for the dryer was to build.com, not to ***, any refunds must be done through yourselvesI gave numerous opportunities for the situation to be resolvedI have not received any direct correspondence from build.com since November 21st despite numerous emails (December 4, and 19) and phone calls, without a response hence my current complaint with Revdex.com. Again since it is yourself that entered the contract with *** I would think you would be advocating for me as your customer and get funds back from them so that I may be further refundedI would hope that build.com would be just as concerned that a dryer was shipped with a broken motorNot to mention a customer who waited months over the expected delivery date and who was shipped a refrigerator firstFrom my point of view, I am your customer and you are theirs I am still waiting for the dryer to be fixedJanuary 9th between - is when the service mechanic is coming to install the new motor which has been sat at my home for over a week. In conclusion I believe you are missing the key points in this complaint: 1.The dryer was delivered with a broken motor and therefore never worked form date of receipt. The money I paid was to you, not ***, it is your responsibility to refund me. build.com has the contract with *** not me and I was also not made aware of this when purchasing the dyer. I look forward to your response and to resolve this in a fair manner
We sincerely apologize for the way the representative handled the customer's orderWe do see that an amount for $was issued on the 17th of this month, AprilIf it hasn't shown up in the customer's account as of yet they may want to speak to their bank/cc company to make sure it is processing
correctlyWe will be speaking to the representative to coach them on better customer service in the futurePlease contact us if the customer needs any further assistanceThank you
We are sorry that the customer received a bill from the freight company, that is the freight companies error, they are not supposed to bill our customersAll the customer had to do was call us and we would contact the freight company and take care of the costsWe will contact our logistics team to
take care of thisThank you
We were not completely aware of the store credit issue in full and apologize for the assumptionWe will have that reverted to original payment for when the return is received and processedOtherwise, our policy is stated as general returns as customer responsibilityCustomers do not need to return products but if they chose to do so it will be at their own discretion
We apologize that the shipping company could not bring in the product to the customer's locationWe do not have a way of knowing the size of the customer's door opening before the delivery unless stated to us at the time of orderingWe can then advise whether it would be a good idea to purchase
said product given our shipping typeWe cannot make the shipper dismantle the product for the customer to deliver the productWe apologize that damage was made to the customer's home from the attempt and are fully willing to pay for the damages as long as an estimate is sent to usWe are still waiting on this from the customerA re-delivery could not be initiated as it would not fit in the customers home and the freight company decided to return the product before we could discuss optionsSeeing as after the item was returned we found that they would not dismantle the piece anyway, a replacement was not initiatedThank you for your time
We have made sure the photos have been updated completely on the product page and have offered a discount to the customer for the product that was receivedThe return was canceled to allow the customer to keep the productThank you
We sincerely apologize for the difficulties the customer has experienced while waiting for their appliances to be deliveredThe Non-Stop warehouse searched for the missing products and were unable to locate themWe will be sending out a no cost replacement for the products to the customerAgain,
we apologize for the wait on this issue's resolution
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
We sincerely apologize for the lack of communication the customer received regarding the products they received from our Ebay Liquidations locationA refund was issued to the customer on 08/and should be showing on their statement as of nowIf we can assist further with any issues on this order
or any others on our main site please let us knowThank you
We apologize for the information that was sent for the customers orderThe product did ship within a few hours of placing the orderThe tracking can be found in the customer's accountAll other pieces on the order were successfully canceled but because the *** *** item had been processed to
be shipped via *** *** we could not cancelA return was set up for the product as a cancellation cannot be submitted after an item is shippedTypically Newport Brass items are made to order unless they have it currently in stockIt seems that our system automatically assumed that the item was backordered when it was indeed in stock at the timeOnce the item is received back to the warehouse a full refund will be issuedThank you
Thank you for your email and we sincerely apologize for the inconvenience this has caused youA refund for the tub was issued on 2/5/to your account and our returns team has determined the tub can be disposed of and we do not need it to be returned due to damageWe recommend donating the tub to
your local *** *** *** if you are unable to dispose of the tubOften *** *** *** offers to pick up the tub from your residencePlease let us know if we can be of any further assistance
Consumer states he accepts the business response and will be waiting for the items to be delivered
We sincerely apologize for the miscommunication with the customerAfter corresponding with the customer about the issue for an extensive length of time we have refunded the customer in the amount of $We consider the matter resolved at this time