We sincerely apologize that the tile ordered didn't meet the customer's expectations. We ask customers, via email after purchase, to check products as they are received to determine if they want the product or if it will not work for their project. After 90 days any issues with products ordered is...
normally handled by the manufacturer if there are any defects or issues. General returns are not excepted after this time frame. Because this order is over a year old we are not able to process a return with the manufacturer. We again apologize for the inconvenience. Thank you.
I am rejecting this response because: The business is not accepting responsibility for their negligence. This is the grown up business world. When you do something wrong you take out your check book and make it right. An apology is meaningless and doesn't honor their commitment.
We sincerely apologize for the unsatisfactory experience you received with Build.com and for the inconvenience it has caused. The BP230SN ordered for $54.00 on November 22 is indeed discontinued with the manufacturer. The item # [redacted] is a different product and is sold at a different price. The...
[redacted] has cherry blades and the [redacted] has walnut blades in the nickel finish. The SKU's are very similar but the items are different and sold at different prices. For this reason, Build.com will not honor the $54.00 price for the [redacted].
I am rejecting this response because: As confirmed with the manufacturer, Build.com's continued statements that theses are distinct products is absolutely false. They are "identical" according to the manufacturer. Build.com has been so informed as evidenced by the email chain appended with this complaint. Unless Build.com had a basis to assert that the manufacturer is wrong, their position is wholly unfounded.
I am rejecting this response because: The items were not damaged in shipment. They are manufacturing defects. Your insurance claim is fraud and has been reported to [redacted]. The reason you left it here for 30 days is so you could try to dump the trash at my house. You need to pay for the trash company to arrange to come pick up your trash from my property. It is not acceptable to leave it here.
I am rejecting this response because: It still does not fully address my original complaint. A representative from the company contacted me independently of the Revdex.com system and offered to discuss it privately. I have attempted to contact her as requested, but have failed to get a follow-up response. I think they are simply putting on a show of "good faith" and have no intention of actually trying to solve the issue.
We again apologize for any confusion associated with the product listing. A request has been submitted to our product data team to update the product description as well as to have the prompt for the screw, as a recommended item, removed. This update should be reflected on the site within the next few business days.
We sincerely apologize for the delay in getting a replacement set of shades out to the customer. Our contact with the vendor did not provide shipping information for the replacements in a timely manner. We have instead set up for a replacement order with no return. The customer should receive...
confirmation of the order within 24 hours. This will only be for the 4 shades and not a fixture. If the customer has any questions or concerns we will be issuing contact information for a particular representative via email shortly as well. Thank you.
We apologize for the delays in having the product picked up from the customer and for the inconvenience it has caused. Currently, we are working with Non-Stop Delivery to get the product picked up from the customer. The request for pick up may take an additional two to three days due to errors with...
the trucking company. Again, we are sorry for the delays in resolving this matter. We are actively corresponding with the customer via email to get this resolved and are providing updates as they become available. Additionally, the remaining credit has been issued back to the customer.
We sincerely apologize for the lack of communication the customer received when they contacted us for support and for any inconvenience that it caused. We strive to offer our customers reliable and dedicated service and regret this was not their experience. Furthermore, we apologize that the...
information the customer needed to know about the item they purchased was not listed clearly on the website. The screw is suggested as an additional recommended part for the item upon adding the item to the cart but is not listed as required nor is it required to complete the purchase of the handle. Again we apologize for the confusion and as a courtesy the customer has been issued back the $3.01 and is not required to send the screw back.
Thank you for your email. We sincerely apologize for the unsatisfactory experience you have had with us regarding your back ordered item and for the inconvenience it has caused.Unfortunately all back order dates are estimated and subject to change by the manufacturer directly and a ship date should...
never have been guaranteed with out a tracking number that shows movement via UPS. The item ordered is a special ordered item as specified accurately on our website and back order dates can continue to change until the manufacturer has the items in there possession that are currently being manufactured. The item was further delayed since the manufacturer moved warehouses in the process of the item being made. Since moving warehouses was an unforeseen delay on our end, we strived to ship the item ordered as soon as it was available and to deliver it to our customers as soon as possible. We sincerely regret the lack of accurate communication you received regarding your order status and for all of the confusion. The order shipped via UPS tracking # [redacted]8 and shows delivered on 10/11/16. Again, we apologize for the shipping delay and for the unsatisfactory experience you have had with us.
Hi [redacted],Despite what the company says, I am not confused about the RGAs -- I believe, however, that they have falsely advertised how their RGA system works. TO BE CLEAR: I haven't returned/sent the items back yet, so I don't know why the company is saying they have to make sure everything was sent to the correct location and that I "did not follow the return instructions." Their logic doesn't make sense -- If I haven't returned/sent back the items, it's impossible for me to have not followed return instructions. The reason for not sending them back yet is because I don't want to pay to ship the pulls back to 15 different places when the company does not advertise that on their site. If/when I do send the pulls back, of course I will be supplying tracking information. And despite what Pulls Direct says, USPS DOES have tracking information available so that is a viable option if I decide to go that route. I EVEN called the company when I went to set up the returns and was told the items did NOT have to be in the original packaging, so I threw out the original packaging when they arrived. I believe this call took place on February 22 or 23rd, and I remember speaking to a male employee. My issue here is how they advertise the return process -- they say in their rebuttal "they don't ship from a set warehouse," but they clearly advertise "ships from warehouse" on their products' pages -- which implies to a customer they all ship from the same place, and can therefore be returned to the same place. Additionally, on the return page, no where does it say it ships from each individual manufacturer -- so again, I had NO idea I was going to be receiving 15 packages and therefore have to return to 15 places. Again, I am happy to pay a reasonable return shipment fee for ALL of the pulls in one package, but I think it's outrageous to be paying $100 to return the various pulls to 15 different locations. I also think its outrageous that I was told by a Pulls Direct employee on February 27 that for at least FIVE of my shipments, it would be cheaper to keep the pull then send it back, as sending it back cost more than the pulls themselves. However, if all the pulls were allowed to be sent back to one place, this would not be the case. Please let me know if you need anything else.-[redacted]
Thank you for your reply. We unfortunately can not honor the lower price of $54.00 as that is below our cost for the item in question. We are happy to offer the fans for $61.88 a piece which is our cost for the item. If this is sufficient we are happy to help. We apologize for the inconvenience.
I am rejecting this response because:I think they should honor the sales description listed on their web page and linked on the receipt I have from them.
We apologize that the products the customer ordered did not meet their expectations and that the pre-paid labels for the return were not sent out correctly for the first request. We show that the packages were dropped off at [redacted] on 02/16 under the tracking information ending in 6780, 5471, and 3283....
These products were received today at 11:00 am est. Our site states that the manufacturer may take 5-10 days to process a return to make sure that the products received are correct and no damage to the products has occurred. We again apologize for any confusion that took place with [redacted] regarding the return. Because of the issues the customer has experienced with receiving the labels promptly and because the product did not meet their expectation we will make an exception to our policy and issue the funds as soon as possible. It may take 24-48 hours to process and be sent to the cc company to process as well. Thank you.
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.
Hi,Thanks for following up. The REFUND for the order was issued and showed up on my credit card.Somehow the calls / chat and emails to the business didn't work as they could not locate my return > after I filed the complaint the quickly stated they received it but it was "not usable " (most wasn't even removed from the packaging before I sent it back).They tried to ** me so I would give up on getting my right. Thanks to the Revdex.com they got the incentive to hold up their end of the contract.Best Regards,[redacted] Sent from my iPhone
All funds have been refunded to the customer as of 07/26. If the $2047.26 is still not in their account they may wish to speak to their bank on the processing time. The order is now to a $0 balance. Thank you.
We apologize again for the delay that [redacted] caused with the repair. This is not an aspect we can accelerate. The customer has been credited more than the cost of the product to our company, because of the inconveniences. Because [redacted] has made it clear that they are planning to fix the product, any further discounts are not available. The discounts provided were a courtesy for the difficulties the customer had. Because the customer has the product and it will be functional in the near future any further refunds are not applicable. Thank you.
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'll see how it goes after we receive our other door.Thank You[redacted]
We sincerely apologize that the tile ordered didn't meet the customer's expectations. We ask customers, via email after purchase, to check products as they are received to determine if they want the product or if it will not work for their project. After 90 days any issues with products ordered is...
normally handled by the manufacturer if there are any defects or issues. General returns are not excepted after this time frame. Because this order is over a year old we are not able to process a return with the manufacturer. We again apologize for the inconvenience. Thank you.
I am rejecting this response because: The business is not accepting responsibility for their negligence. This is the grown up business world. When you do something wrong you take out your check book and make it right. An apology is meaningless and doesn't honor their commitment.
We sincerely apologize for the unsatisfactory experience you received with Build.com and for the inconvenience it has caused. The BP230SN ordered for $54.00 on November 22 is indeed discontinued with the manufacturer. The item # [redacted] is a different product and is sold at a different price. The...
[redacted] has cherry blades and the [redacted] has walnut blades in the nickel finish. The SKU's are very similar but the items are different and sold at different prices. For this reason, Build.com will not honor the $54.00 price for the [redacted].
I am rejecting this response because: As confirmed with the manufacturer, Build.com's continued statements that theses are distinct products is absolutely false. They are "identical" according to the manufacturer. Build.com has been so informed as evidenced by the email chain appended with this complaint. Unless Build.com had a basis to assert that the manufacturer is wrong, their position is wholly unfounded.
I am rejecting this response because: The items were not damaged in shipment. They are manufacturing defects. Your insurance claim is fraud and has been reported to [redacted]. The reason you left it here for 30 days is so you could try to dump the trash at my house. You need to pay for the trash company to arrange to come pick up your trash from my property. It is not acceptable to leave it here.
I am rejecting this response because: It still does not fully address my original complaint. A representative from the company contacted me independently of the Revdex.com system and offered to discuss it privately. I have attempted to contact her as requested, but have failed to get a follow-up response. I think they are simply putting on a show of "good faith" and have no intention of actually trying to solve the issue.
We again apologize for any confusion associated with the product listing. A request has been submitted to our product data team to update the product description as well as to have the prompt for the screw, as a recommended item, removed. This update should be reflected on the site within the next few business days.
We sincerely apologize for the delay in getting a replacement set of shades out to the customer. Our contact with the vendor did not provide shipping information for the replacements in a timely manner. We have instead set up for a replacement order with no return. The customer should receive...
confirmation of the order within 24 hours. This will only be for the 4 shades and not a fixture. If the customer has any questions or concerns we will be issuing contact information for a particular representative via email shortly as well. Thank you.
We apologize for the delays in having the product picked up from the customer and for the inconvenience it has caused. Currently, we are working with Non-Stop Delivery to get the product picked up from the customer. The request for pick up may take an additional two to three days due to errors with...
the trucking company. Again, we are sorry for the delays in resolving this matter. We are actively corresponding with the customer via email to get this resolved and are providing updates as they become available. Additionally, the remaining credit has been issued back to the customer.
We sincerely apologize for the lack of communication the customer received when they contacted us for support and for any inconvenience that it caused. We strive to offer our customers reliable and dedicated service and regret this was not their experience. Furthermore, we apologize that the...
information the customer needed to know about the item they purchased was not listed clearly on the website. The screw is suggested as an additional recommended part for the item upon adding the item to the cart but is not listed as required nor is it required to complete the purchase of the handle. Again we apologize for the confusion and as a courtesy the customer has been issued back the $3.01 and is not required to send the screw back.
Thank you for your email. We sincerely apologize for the unsatisfactory experience you have had with us regarding your back ordered item and for the inconvenience it has caused.Unfortunately all back order dates are estimated and subject to change by the manufacturer directly and a ship date should...
never have been guaranteed with out a tracking number that shows movement via UPS. The item ordered is a special ordered item as specified accurately on our website and back order dates can continue to change until the manufacturer has the items in there possession that are currently being manufactured. The item was further delayed since the manufacturer moved warehouses in the process of the item being made. Since moving warehouses was an unforeseen delay on our end, we strived to ship the item ordered as soon as it was available and to deliver it to our customers as soon as possible. We sincerely regret the lack of accurate communication you received regarding your order status and for all of the confusion. The order shipped via UPS tracking # [redacted]8 and shows delivered on 10/11/16. Again, we apologize for the shipping delay and for the unsatisfactory experience you have had with us.
Hi [redacted],Despite what the company says, I am not confused about the RGAs -- I believe, however, that they have falsely advertised how their RGA system works. TO BE CLEAR: I haven't returned/sent the items back yet, so I don't know why the company is saying they have to make sure everything was sent to the correct location and that I "did not follow the return instructions." Their logic doesn't make sense -- If I haven't returned/sent back the items, it's impossible for me to have not followed return instructions. The reason for not sending them back yet is because I don't want to pay to ship the pulls back to 15 different places when the company does not advertise that on their site. If/when I do send the pulls back, of course I will be supplying tracking information. And despite what Pulls Direct says, USPS DOES have tracking information available so that is a viable option if I decide to go that route. I EVEN called the company when I went to set up the returns and was told the items did NOT have to be in the original packaging, so I threw out the original packaging when they arrived. I believe this call took place on February 22 or 23rd, and I remember speaking to a male employee. My issue here is how they advertise the return process -- they say in their rebuttal "they don't ship from a set warehouse," but they clearly advertise "ships from warehouse" on their products' pages -- which implies to a customer they all ship from the same place, and can therefore be returned to the same place. Additionally, on the return page, no where does it say it ships from each individual manufacturer -- so again, I had NO idea I was going to be receiving 15 packages and therefore have to return to 15 places. Again, I am happy to pay a reasonable return shipment fee for ALL of the pulls in one package, but I think it's outrageous to be paying $100 to return the various pulls to 15 different locations. I also think its outrageous that I was told by a Pulls Direct employee on February 27 that for at least FIVE of my shipments, it would be cheaper to keep the pull then send it back, as sending it back cost more than the pulls themselves. However, if all the pulls were allowed to be sent back to one place, this would not be the case. Please let me know if you need anything else.-[redacted]
Thank you for your reply. We unfortunately can not honor the lower price of $54.00 as that is below our cost for the item in question. We are happy to offer the fans for $61.88 a piece which is our cost for the item. If this is sufficient we are happy to help. We apologize for the inconvenience.
That refund was for an entirely separate issue. They still owe $48.
I am rejecting this response because:I think they should honor the sales description listed on their web page and linked on the receipt I have from them.
We apologize that the products the customer ordered did not meet their expectations and that the pre-paid labels for the return were not sent out correctly for the first request. We show that the packages were dropped off at [redacted] on 02/16 under the tracking information ending in 6780, 5471, and 3283....
These products were received today at 11:00 am est. Our site states that the manufacturer may take 5-10 days to process a return to make sure that the products received are correct and no damage to the products has occurred. We again apologize for any confusion that took place with [redacted] regarding the return. Because of the issues the customer has experienced with receiving the labels promptly and because the product did not meet their expectation we will make an exception to our policy and issue the funds as soon as possible. It may take 24-48 hours to process and be sent to the cc company to process as well. Thank you.
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.
Hi,Thanks for following up. The REFUND for the order was issued and showed up on my credit card.Somehow the calls / chat and emails to the business didn't work as they could not locate my return > after I filed the complaint the quickly stated they received it but it was "not usable " (most wasn't even removed from the packaging before I sent it back).They tried to ** me so I would give up on getting my right. Thanks to the Revdex.com they got the incentive to hold up their end of the contract.Best Regards,[redacted] Sent from my iPhone
All funds have been refunded to the customer as of 07/26. If the $2047.26 is still not in their account they may wish to speak to their bank on the processing time. The order is now to a $0 balance. Thank you.
We apologize again for the delay that [redacted] caused with the repair. This is not an aspect we can accelerate. The customer has been credited more than the cost of the product to our company, because of the inconveniences. Because [redacted] has made it clear that they are planning to fix the product, any further discounts are not available. The discounts provided were a courtesy for the difficulties the customer had. Because the customer has the product and it will be functional in the near future any further refunds are not applicable. Thank you.
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'll see how it goes after we receive our other door.Thank You[redacted]