The customer ordered a floormount kit for a faucet in that same collection the specification is showing what faucet it is forWe are so sorry for the confusion on the site that shows otherwiseWe have contacted the customer to see if he would like to return the product he has and we will cover the
return, or if he would like to order the faucet at a discounted priceThank you
We apologize for the delay in sending the return information to the customerWe have worked with our vendor to have a return RGA and label sent out and the customer should receive it within the next hour's timeIf there is anything else we can help with the customer can contact us for further
assistanceThank you
We apologize that the order was delayed at our vendor's warehouse*** did not pick up the product that had a tracking number attached until yesterday, 11/10/We do not advise customers schedule contractors/plumbers/installers before products are received because variations can take place in
the ordering process and delays can unfortunately occurThe customer spoke with our representative via our chat agent and was told that once the item shipped, because of how close the warehouse was to their location, that it would only take a couple of days to receive The order is currently in transit and is scheduled to get to the customer within the next 2-days as stated by the representativeWe apologize for any confusion the statement may have causedWe advertise on our site that Freight orders can take up to 7-business days for delivery after the purchase is processedUnfortunately, we do also advertise on our site that we do not cover installation costsThe representative that spoke with the customer refunded the $as a one time courtesy for the inconvenience
I am rejecting this response because: I should never have received an e-mail saying my item had shipped if in fact it had not left the warehouse My issue is not with when *** picked up the item, my issue is with Build falsely notifying me that my item had shipped Shipped means it has left the warehouse and is en-rout to the final destination I also have an issue with Build's inability to confirm the actual status of my item I had no definite information as to the location of my item until end of day- days AFTER being told it had shipped Had I not been told it had shipped, I would not have scheduled anything
We sincerely apologize that the customer had an unsatisfactory experience with FaucetDirect.com and that not once but twice they received a used/return item and for the inconvenience it has caused. We work dilligently with our vendors to ensure that if an item is returned that it is in good
condition and contains all of its parts. If an item is received returned or used we are more than happy to provide replacements at no cost to the customerWe have offered to send replacements to remedy the used items received in the first shipment.Please let us know if we can be of any further assistance
Thank you so much for handling my caseAttached please find the documents supporting my claimPlease don't hesitate to let me know if you need anything else. Additionally, Build.com responded to my email with the following response, which I vehemently disagree withAdditionally, he is wrong
that USPS is not traceable -- in fact, they ARE traceable, as I confirmed when I went to compare prices the other dayThey have tracking numbers and everything! Mr*** also states that his company says to "follow the instructions provided with the GRA number we sent via email" but the issue is that you don't know the items will all be shipped back to separate manufacturers until AFTER you decide to return themLike I said, I would NEVER have ordered as many pulls as I did, had I know they would all be shipping back separately. Thanks,***
We are a retailer for the different manufacturers and we can not determine how quickly the manufacturers get their items in stockWe have worked with the customer with this and we have applied a 10% credit back in the amount of $to the customers card for the inconvenienceWe are sorry for
this unfortunate delay, and are working very hard with the manufacturer to get it out as soon as possibleThank you
Thank you for your responseWe again sincerely apologize for the back order and that the first response was unsatisfactoryWhile the items stock was incorrect at the time of purchase we have now confirmed with the manufacturer that the product is now in stock and that the stock feed is now accurateProper action was taken when the complaint was submitted to ensure that the information was correct and accurateWe apologize for the inconvenience and stock error on our site but it has now been updated
We apologize for the delay in returning the customer's orderThe RGA must come from the vendor before it can be issuedBecause we typically do not take back general returns for appliances the request was delayedThe customer should have, as of now, received the BOL and RGA informationAgain, we
apologize for the delay in getting this information to the customer
I am rejecting this response because: The business did not adequately address the complaint or resolve the issue describedThe complaint was that Lightingdirect.com was falsely advertising that they had a product in stockProviding the ordered item at a later date does not address this issueDuring correspondence with the retailer, no action to correct the problem was taken before or after the issue was identifiedAdditionally, the retailer removed the customer's feedback from their website, thus ensuring that future customers will be unaware of this issue
I am rejecting this response because:This retailer took my money, never delivered the product purchased, refused to provide a refund or the product that I paid for, and is now claiming that they can't "issue a credit until the *** *** claim is investigated"? And they are saying this at the same time they are disputing the *** claim? These people are to be avoided at all costsI am filing a complaint with the California Attorney General's Consumer Protection Office
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 only took a complaint submission to you to get them to respond promplyThank You
We are so sorry that it has taken so long for the customer to receive their credit, unfortunately it can take up to days with a freight claim to receive itWhen looking at the customers order it has been credited as of 3/25/in the amount of $This credit process can take approx48-
hours to process once its been issuedThe customer can call us for a reference number if they are still not seeing the credit within that time period givenThank you
Thank you for your emailWe sincerely apologize for the ongoing unsatisfactory experience you have had with us and for the inconvenience it has causedWe strive to provide sufficient customer service and have representatives with accurate product knowledge to assist our customers and apologize
that the item arrived incorrect many timesIf the last item sent by our customer experience representative was still incorrect we are more than happy to helpA refund in the amount of $has been issued for the inconvenience this has caused youAgain, we sincerely apologize for the frustrating experience you have had with us and appreciate your business
I am rejecting this response because:They have provided a $refund when they have DRASTICALLY jeopardized our customer relationship- and reputation of ** *** *** throughout the community by our customer waiting over days for a product that we were promised would be within a weekThis is unacceptableThe order and shipping address was WRONG THREE TIMES....and then not placed the 4th time when we had been told by a supervisor that she was personally ensuring the product arrival *** *** - on behalf of ** *** * ***
I am rejecting this response because: While an apology and refund is acceptable, this business has not acknowledged that I was misled as a customer. Although the screw was not listed as “required”, the business still recommended that I purchase it as if there was a purpose. How many other customers purchased this unnecessary part? The business has not acknowledged that other customers have voiced the same complaint on their own website. I have attached screenshots for your review. They also do not appear to be making any effort to correct this
We apologize for the product not being refunded in a timely manner and for any inconvenience this has causedWe have fixed the problem preventing the credit from being issuedThe extra item was accounted for and we are now crediting the customer the remaining $104.10. The customer should see
the credited amount in the next week's time in their credit card account. If there are any further issues we would be glad to work with the customer with that as well
We apologize that the original tub was discontinuedThese are not the exact same product and have different jet optionsBecause of this the price is differentThese prices are based on information directly from ***, the manufacturerA discount was offered but we cannot offer the new product for
the same price as the discontinued one as they are not the same productThe customer has been refunded in fullThank you
We are sorry to hear that the customer was misinformed on our site regarding shipping timesI went ahead and credited the customer for the shipping costs in the amount of $32.41, this can take about 24-hours to show up on their accountIf the customer has any questions or for future orders we
encourage them to check stock and ship times with our dedicated reps in our call center to ensure they are receiving their product when expectedThank you
I am rejecting this response because: Ventingpipe.com continues it's business practice of providing misleading information as evident in their response to my complaint. They state the remaining products will ship the end of this weekI've been told this for the past weeksYesterday a customer service representative called the factory while I was on hold and reported back the product wont ship until mid next weekThey indicate they charged my account to secure the product for my purchase however, when I made my purchase the product clearly stated in stock and would ship in 1-daysVentingpipe.com is using my money interest free to finance their stock flowThey have received their profit margin as wellThe sad part about it is I may not even receive the balance of my order before the end of the heating seasonHad they been honest on their website about availability I certainly would have purchased this materials else where. I understand and I'm not the least bit confused about the finishes of the materials I ordered black finish parts, one galvanized 3PVP-HSC and the balance is supposed to be stainless steel finishTwo of the parts that I have already received that are supposed to be stainless steel finish are galvanizedSee the attached pictureThese are part numbers *** and ***
The customer ordered a floormount kit for a faucet in that same collection the specification is showing what faucet it is forWe are so sorry for the confusion on the site that shows otherwiseWe have contacted the customer to see if he would like to return the product he has and we will cover the
return, or if he would like to order the faucet at a discounted priceThank you
We apologize for the delay in sending the return information to the customerWe have worked with our vendor to have a return RGA and label sent out and the customer should receive it within the next hour's timeIf there is anything else we can help with the customer can contact us for further
assistanceThank you
We apologize that the order was delayed at our vendor's warehouse*** did not pick up the product that had a tracking number attached until yesterday, 11/10/We do not advise customers schedule contractors/plumbers/installers before products are received because variations can take place in
the ordering process and delays can unfortunately occurThe customer spoke with our representative via our chat agent and was told that once the item shipped, because of how close the warehouse was to their location, that it would only take a couple of days to receive The order is currently in transit and is scheduled to get to the customer within the next 2-days as stated by the representativeWe apologize for any confusion the statement may have causedWe advertise on our site that Freight orders can take up to 7-business days for delivery after the purchase is processedUnfortunately, we do also advertise on our site that we do not cover installation costsThe representative that spoke with the customer refunded the $as a one time courtesy for the inconvenience
I am rejecting this response because: I should never have received an e-mail saying my item had shipped if in fact it had not left the warehouse My issue is not with when *** picked up the item, my issue is with Build falsely notifying me that my item had shipped Shipped means it has left the warehouse and is en-rout to the final destination I also have an issue with Build's inability to confirm the actual status of my item I had no definite information as to the location of my item until end of day- days AFTER being told it had shipped Had I not been told it had shipped, I would not have scheduled anything
We sincerely apologize that the customer had an unsatisfactory experience with FaucetDirect.com and that not once but twice they received a used/return item and for the inconvenience it has caused. We work dilligently with our vendors to ensure that if an item is returned that it is in good
condition and contains all of its parts. If an item is received returned or used we are more than happy to provide replacements at no cost to the customerWe have offered to send replacements to remedy the used items received in the first shipment.Please let us know if we can be of any further assistance
Thank you so much for handling my caseAttached please find the documents supporting my claimPlease don't hesitate to let me know if you need anything else. Additionally, Build.com responded to my email with the following response, which I vehemently disagree withAdditionally, he is wrong
that USPS is not traceable -- in fact, they ARE traceable, as I confirmed when I went to compare prices the other dayThey have tracking numbers and everything! Mr*** also states that his company says to "follow the instructions provided with the GRA number we sent via email" but the issue is that you don't know the items will all be shipped back to separate manufacturers until AFTER you decide to return themLike I said, I would NEVER have ordered as many pulls as I did, had I know they would all be shipping back separately. Thanks,***
We are a retailer for the different manufacturers and we can not determine how quickly the manufacturers get their items in stockWe have worked with the customer with this and we have applied a 10% credit back in the amount of $to the customers card for the inconvenienceWe are sorry for
this unfortunate delay, and are working very hard with the manufacturer to get it out as soon as possibleThank you
Thank you for your responseWe again sincerely apologize for the back order and that the first response was unsatisfactoryWhile the items stock was incorrect at the time of purchase we have now confirmed with the manufacturer that the product is now in stock and that the stock feed is now accurateProper action was taken when the complaint was submitted to ensure that the information was correct and accurateWe apologize for the inconvenience and stock error on our site but it has now been updated
We apologize for the delay in returning the customer's orderThe RGA must come from the vendor before it can be issuedBecause we typically do not take back general returns for appliances the request was delayedThe customer should have, as of now, received the BOL and RGA informationAgain, we
apologize for the delay in getting this information to the customer
I am rejecting this response because: The business did not adequately address the complaint or resolve the issue describedThe complaint was that Lightingdirect.com was falsely advertising that they had a product in stockProviding the ordered item at a later date does not address this issueDuring correspondence with the retailer, no action to correct the problem was taken before or after the issue was identifiedAdditionally, the retailer removed the customer's feedback from their website, thus ensuring that future customers will be unaware of this issue
I am rejecting this response because:This retailer took my money, never delivered the product purchased, refused to provide a refund or the product that I paid for, and is now claiming that they can't "issue a credit until the *** *** claim is investigated"? And they are saying this at the same time they are disputing the *** claim? These people are to be avoided at all costsI am filing a complaint with the California Attorney General's Consumer Protection Office
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 only took a complaint submission to you to get them to respond promplyThank You
We are so sorry that it has taken so long for the customer to receive their credit, unfortunately it can take up to days with a freight claim to receive itWhen looking at the customers order it has been credited as of 3/25/in the amount of $This credit process can take approx48-
hours to process once its been issuedThe customer can call us for a reference number if they are still not seeing the credit within that time period givenThank you
Thank you for your emailWe sincerely apologize for the ongoing unsatisfactory experience you have had with us and for the inconvenience it has causedWe strive to provide sufficient customer service and have representatives with accurate product knowledge to assist our customers and apologize
that the item arrived incorrect many timesIf the last item sent by our customer experience representative was still incorrect we are more than happy to helpA refund in the amount of $has been issued for the inconvenience this has caused youAgain, we sincerely apologize for the frustrating experience you have had with us and appreciate your business
I am rejecting this response because:They have provided a $refund when they have DRASTICALLY jeopardized our customer relationship- and reputation of ** *** *** throughout the community by our customer waiting over days for a product that we were promised would be within a weekThis is unacceptableThe order and shipping address was WRONG THREE TIMES....and then not placed the 4th time when we had been told by a supervisor that she was personally ensuring the product arrival *** *** - on behalf of ** *** * ***
I am rejecting this response because: While an apology and refund is acceptable, this business has not acknowledged that I was misled as a customer. Although the screw was not listed as “required”, the business still recommended that I purchase it as if there was a purpose. How many other customers purchased this unnecessary part? The business has not acknowledged that other customers have voiced the same complaint on their own website. I have attached screenshots for your review. They also do not appear to be making any effort to correct this
We apologize for the product not being refunded in a timely manner and for any inconvenience this has causedWe have fixed the problem preventing the credit from being issuedThe extra item was accounted for and we are now crediting the customer the remaining $104.10. The customer should see
the credited amount in the next week's time in their credit card account. If there are any further issues we would be glad to work with the customer with that as well
We apologize that the original tub was discontinuedThese are not the exact same product and have different jet optionsBecause of this the price is differentThese prices are based on information directly from ***, the manufacturerA discount was offered but we cannot offer the new product for
the same price as the discontinued one as they are not the same productThe customer has been refunded in fullThank you
We are sorry to hear that the customer was misinformed on our site regarding shipping timesI went ahead and credited the customer for the shipping costs in the amount of $32.41, this can take about 24-hours to show up on their accountIf the customer has any questions or for future orders we
encourage them to check stock and ship times with our dedicated reps in our call center to ensure they are receiving their product when expectedThank you
I am rejecting this response because: Ventingpipe.com continues it's business practice of providing misleading information as evident in their response to my complaint. They state the remaining products will ship the end of this weekI've been told this for the past weeksYesterday a customer service representative called the factory while I was on hold and reported back the product wont ship until mid next weekThey indicate they charged my account to secure the product for my purchase however, when I made my purchase the product clearly stated in stock and would ship in 1-daysVentingpipe.com is using my money interest free to finance their stock flowThey have received their profit margin as wellThe sad part about it is I may not even receive the balance of my order before the end of the heating seasonHad they been honest on their website about availability I certainly would have purchased this materials else where. I understand and I'm not the least bit confused about the finishes of the materials I ordered black finish parts, one galvanized 3PVP-HSC and the balance is supposed to be stainless steel finishTwo of the parts that I have already received that are supposed to be stainless steel finish are galvanizedSee the attached pictureThese are part numbers *** and ***