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. Too bad it required a Revdex.com complaint for them to act.
I am rejecting this response because: I have said repeatedly that the travel card I used for the purchase was not a bank card. It was an [redacted]) issued card such as the hundreds of cards accessible at various stores and business that one can purchase, deposit money onto, and use as cash. I cannot access it now that it has expired. I want to pursue this complaint as a warning to others who may be thinking about making an online purchase with www.build.com.
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. Thank you.Additionally, I encourage the business to please respond to every inquiry.I believe the majority of online paying customers, and the businesses they buy from, understand the possibility of packing/shipping/product dilemmas - and while I greatly appreciate the Revdex.com (and how they've helped with this solution, thank you) - open communication between the business and I (as the paying customer) should've been enough to have easily resolved the dilemma internally.
I am rejecting this response because: I sent letters to [redacted] as well as build.com with the package receipt information, as well as the RMA numbers from both companies. I spoke on the phone more than once with each of these companies, they said they would look into the matter. After no response with either company, I contacted [redacted] AGAIN, they said I had to settle with build.com. The charge is on my overstock.com account, who does business with build.com. I feel [redacted] should refund my account the full price of the order and work it out with their affiliate marketer build.com. They can both reference the letters that I sent to each one of them. I don't have the products, build.com has them.
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.
Build.com is going above and beyond to assist to rectifying the fraud that took place. The individual specifically went to Build.com and specifically used our senior partners name in their attempt to commit the fraud.We thank Build.com for the help they have provided....
I am rejecting this response because: The screenshots provided were of adverting providing direct link to their company, with real-time pricing. It was not a previously published advertisement. They continued to have this advertisement run with the pricing even though they were aware of the error. As this advertising provided a direct link to their website, the pricing provided was in their control. This is yet another example of their attempt to continue with false advertising of their merchandise for sale. Not only does this represent false advertising, it also qualifies for "Bait and Switch" marketing. Companies should not be allowed to use these tactics to entice purchasing from their website. They need to honor their pricing.
I am rejecting this response because:The company representative should really be sending their correspondence through this messaging system instead of emailing me directly. Yes, I have received an email response from the company representative, but they have provided no means of a resolution to the matter at hand. Instead, they simply continue to reiterate the facts about what happened. I am still waiting for some sort of definitive resolution.
We sincerely apologize for the delay in shipping the product the customer ordered. The particular lighting fixture that was ordered is shipped directly from the manufacturer. Because of this we can only provide the dates provided to us for shipment. We 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 now. The product should ship within the next 24-48 hours from the manufacturer. Again, we apologize for the delay in shipping this product. We 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 ordering. We would be happy to work with the customer further on this issue if they would be willing to call or email us with questions. Thank you.
We are so sorry for the inconvenience this has been for the customer to return their product. With our return policy it does state to keep the original packaging your item arrived in, in order to return your item, however we are over looking this at courtesy to the customer. Unfortunately we do not...
physically have boxes at our location to send the customer and the vendor denied the request we sent them asking if they are able to send the customer boxes. We are currently working with the customer to come up with a resolution for this matter and are willing to do what we can to get it resolved. We are awaiting to see if the customer is able to use the box he will be receiving from a different company he ordered a new shower door from. Thank you.
We sincerely apologize for the way the representative handled the issue when the customer contacted us for the cancellation. The customer can still request a cancellation if needed for these products. We have unfortunately had backorder problems with this particular hinge with [redacted] and our...
vendor. Our vendor is stating that the new stock is scheduled to come in on 07/20 at this time. Seeing as the product will not be in stock until the 20th there is a very high chance that the cancellation will go through without an issue. Again, we apologize that the representative provided this information in a rude fashion. We work to provide the best customer service possible and are sorry this was not the case when the customer called in. Please let us know if we can assist further with this order. Thank you.
We apologize for any confusion on the customer's order. The replacement order was also placed with [redacted] not straight from a credit card. Could this be the cause of the confusion? The original order never went through. There was an error with the [redacted] coordination and none of the...
customer's information was received to charge them. The customer should only have one charge on their card but it may be showing up on their [redacted] account as well as it works similar to [redacted]. The two orders were issued under the same ID as it did not go through the first time. This could also make it seem as though the first went through. If the customer has a statement showing that two charges were made then we could look into this further to see where the issue started, but as of now we only have one purchase captured by [redacted] correctly.
We truly apologize that our photos were incorrect at the time of the customer's purchase. The photos have been updated as of February 28th and should be showing the correct photos now. We will be contacting the customer to see if they are still wanting to return the fridge or would like to proceed...
We again apologize. The wording in the customer's message to our customer service email seemed to state the customer had gone to USPS to ship the products back. Our general return policy is that customers pay for return shipping back to the original warehouse, in this case the manufacturer's warehouse. We do state "leaves warehouse in..." on our site so that customers know the time frame. This is not stating that everything is shipped from one warehouse. We would allow the customer to use USPS to return the pulls if necessary but the return shipping cost would still be customer responsibility. We do let customers know when a return is set up that it may not benefit them to return the items if the particular purchase order is under $15. This may have been the case for certain selections of pulls the customer ordered. We apologize if this is an inconvenience. If the customer does not want to use the UPS labels we provided they would just need to provide the USPS tracking used and make sure the RGA information is on each of the packages. Thank you.
We apologize for the delay in issuing the funds to the customer. We were able to make an exception on the course we normally take to refund wire transfers, and the funds were sent to the bank for processing as of 12/29. If there is anything further the customer needs help with please let us know....
We sincerely apologize for the delay in resolving the issue the customer has had with the vanity. The manufacturer has been inspecting the batch they currently have of the product and has now contacted us with their findings. Unfortunately, the full batch of the vanity in question has the same...
vanity top defect. It seems that there has been a production error in this batch. At this point we can offer a refund for the cost of the vanity top to the customer or we can provide options of similar vanities from the manufacturer to have sent to them. We will be contacting the customer directly with these options. We again apologize for the inconvenience. Thank you.
We apologize that the tracking number was sent out before the pickup by [redacted]. Our system sends out this information as soon as we receive it from our warehouse, even if it is only a holding number with the shipping company. A tracking number had been established, but the package had not been picked up at that time. It has since been delivered according to the tracking number provided by [redacted]. The product was delivered on 11/12. The amount originally refunded to the customer was for the inconvenience that was caused by receiving the tracking information before the package was sent and for the unexpected delay this caused. The product was delivered within 5 business days of the order being placed, which is within the time frame given for freight orders. This being 7-10 business days according to our website. Thank you.
We apologize for the incorrect information the customer received from the representative they spoke with regarding the return. Our system may take up to 14-20 days to process the return naturally with the vendor but if we can see that the item was received at the warehouse we can manually issue the...
funds within 7 days of the product being received. The funds have been sent for processing and should show up in the customer's account within the next 48-72 business hours. Again, we apologize for the incorrect information the customer received. The representative will be spoken to about the correct process regarding return refunds. Thank you.
We apologize for any confusion the customer had regarding the medicine cabinet ordered. The cabinet itself is indeed able to be mounted as a surface mount but a side kit is recommended to have it look complete. This is how the manufacturer provides the product. When this item is placed into a cart...
by a customer our system will ask if the side kit will be needed. This is to ensure our customers see this option before purchase. We apologize if this was not clear when the customer placed the order.We do offer pre-paid labels for general returns but the amount for the label is deducted from the return refund. If a customer uses their own label to send back a product on a general return there will be no refund for the shipping or charge for a pre-paid label. This is stated in our return policy located on our site. We again apologize for any confusion and if the customer has any further questions we would be happy to assist. Thank you.
We sincerely apologize that the replacement order was not set up promptly. It is now currently in our system and processing for shipment. The customer should receive a confirmation email by the end of today for the replacement order and tracking information within the next 24-48 hours. 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. Too bad it required a Revdex.com complaint for them to act.
I am rejecting this response because: I have said repeatedly that the travel card I used for the purchase was not a bank card. It was an [redacted]) issued card such as the hundreds of cards accessible at various stores and business that one can purchase, deposit money onto, and use as cash. I cannot access it now that it has expired. I want to pursue this complaint as a warning to others who may be thinking about making an online purchase with www.build.com.
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. Thank you.Additionally, I encourage the business to please respond to every inquiry.I believe the majority of online paying customers, and the businesses they buy from, understand the possibility of packing/shipping/product dilemmas - and while I greatly appreciate the Revdex.com (and how they've helped with this solution, thank you) - open communication between the business and I (as the paying customer) should've been enough to have easily resolved the dilemma internally.
I am rejecting this response because: I sent letters to [redacted] as well as build.com with the package receipt information, as well as the RMA numbers from both companies. I spoke on the phone more than once with each of these companies, they said they would look into the matter. After no response with either company, I contacted [redacted] AGAIN, they said I had to settle with build.com. The charge is on my overstock.com account, who does business with build.com. I feel [redacted] should refund my account the full price of the order and work it out with their affiliate marketer build.com. They can both reference the letters that I sent to each one of them. I don't have the products, build.com has them.
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.
Build.com is going above and beyond to assist to rectifying the fraud that took place. The individual specifically went to Build.com and specifically used our senior partners name in their attempt to commit the fraud.We thank Build.com for the help they have provided....
I am rejecting this response because: The screenshots provided were of adverting providing direct link to their company, with real-time pricing. It was not a previously published advertisement. They continued to have this advertisement run with the pricing even though they were aware of the error. As this advertising provided a direct link to their website, the pricing provided was in their control. This is yet another example of their attempt to continue with false advertising of their merchandise for sale. Not only does this represent false advertising, it also qualifies for "Bait and Switch" marketing. Companies should not be allowed to use these tactics to entice purchasing from their website. They need to honor their pricing.
I am rejecting this response because:The company representative should really be sending their correspondence through this messaging system instead of emailing me directly. Yes, I have received an email response from the company representative, but they have provided no means of a resolution to the matter at hand. Instead, they simply continue to reiterate the facts about what happened. I am still waiting for some sort of definitive resolution.
We sincerely apologize for the delay in shipping the product the customer ordered. The particular lighting fixture that was ordered is shipped directly from the manufacturer. Because of this we can only provide the dates provided to us for shipment. We 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 now. The product should ship within the next 24-48 hours from the manufacturer. Again, we apologize for the delay in shipping this product. We 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 ordering. We would be happy to work with the customer further on this issue if they would be willing to call or email us with questions. Thank you.
We are so sorry for the inconvenience this has been for the customer to return their product. With our return policy it does state to keep the original packaging your item arrived in, in order to return your item, however we are over looking this at courtesy to the customer. Unfortunately we do not...
physically have boxes at our location to send the customer and the vendor denied the request we sent them asking if they are able to send the customer boxes. We are currently working with the customer to come up with a resolution for this matter and are willing to do what we can to get it resolved. We are awaiting to see if the customer is able to use the box he will be receiving from a different company he ordered a new shower door from. Thank you.
We sincerely apologize for the way the representative handled the issue when the customer contacted us for the cancellation. The customer can still request a cancellation if needed for these products. We have unfortunately had backorder problems with this particular hinge with [redacted] and our...
vendor. Our vendor is stating that the new stock is scheduled to come in on 07/20 at this time. Seeing as the product will not be in stock until the 20th there is a very high chance that the cancellation will go through without an issue. Again, we apologize that the representative provided this information in a rude fashion. We work to provide the best customer service possible and are sorry this was not the case when the customer called in. Please let us know if we can assist further with this order. Thank you.
We apologize for any confusion on the customer's order. The replacement order was also placed with [redacted] not straight from a credit card. Could this be the cause of the confusion? The original order never went through. There was an error with the [redacted] coordination and none of the...
customer's information was received to charge them. The customer should only have one charge on their card but it may be showing up on their [redacted] account as well as it works similar to [redacted]. The two orders were issued under the same ID as it did not go through the first time. This could also make it seem as though the first went through. If the customer has a statement showing that two charges were made then we could look into this further to see where the issue started, but as of now we only have one purchase captured by [redacted] correctly.
Revdex.com:
Thanks for following up with me. The business' reponse was fine and I consider the issue resolved. Regards, [redacted]
We truly apologize that our photos were incorrect at the time of the customer's purchase. The photos have been updated as of February 28th and should be showing the correct photos now. We will be contacting the customer to see if they are still wanting to return the fridge or would like to proceed...
with a discount for the inconvenience. Thank you.
We again apologize. The wording in the customer's message to our customer service email seemed to state the customer had gone to USPS to ship the products back. Our general return policy is that customers pay for return shipping back to the original warehouse, in this case the manufacturer's warehouse. We do state "leaves warehouse in..." on our site so that customers know the time frame. This is not stating that everything is shipped from one warehouse. We would allow the customer to use USPS to return the pulls if necessary but the return shipping cost would still be customer responsibility. We do let customers know when a return is set up that it may not benefit them to return the items if the particular purchase order is under $15. This may have been the case for certain selections of pulls the customer ordered. We apologize if this is an inconvenience. If the customer does not want to use the UPS labels we provided they would just need to provide the USPS tracking used and make sure the RGA information is on each of the packages. Thank you.
We apologize for the delay in issuing the funds to the customer. We were able to make an exception on the course we normally take to refund wire transfers, and the funds were sent to the bank for processing as of 12/29. If there is anything further the customer needs help with please let us know....
Thank you.
We sincerely apologize for the delay in resolving the issue the customer has had with the vanity. The manufacturer has been inspecting the batch they currently have of the product and has now contacted us with their findings. Unfortunately, the full batch of the vanity in question has the same...
vanity top defect. It seems that there has been a production error in this batch. At this point we can offer a refund for the cost of the vanity top to the customer or we can provide options of similar vanities from the manufacturer to have sent to them. We will be contacting the customer directly with these options. We again apologize for the inconvenience. Thank you.
We apologize that the tracking number was sent out before the pickup by [redacted]. Our system sends out this information as soon as we receive it from our warehouse, even if it is only a holding number with the shipping company. A tracking number had been established, but the package had not been picked up at that time. It has since been delivered according to the tracking number provided by [redacted]. The product was delivered on 11/12. The amount originally refunded to the customer was for the inconvenience that was caused by receiving the tracking information before the package was sent and for the unexpected delay this caused. The product was delivered within 5 business days of the order being placed, which is within the time frame given for freight orders. This being 7-10 business days according to our website. Thank you.
We apologize for the incorrect information the customer received from the representative they spoke with regarding the return. Our system may take up to 14-20 days to process the return naturally with the vendor but if we can see that the item was received at the warehouse we can manually issue the...
funds within 7 days of the product being received. The funds have been sent for processing and should show up in the customer's account within the next 48-72 business hours. Again, we apologize for the incorrect information the customer received. The representative will be spoken to about the correct process regarding return refunds. Thank you.
We apologize for any confusion the customer had regarding the medicine cabinet ordered. The cabinet itself is indeed able to be mounted as a surface mount but a side kit is recommended to have it look complete. This is how the manufacturer provides the product. When this item is placed into a cart...
by a customer our system will ask if the side kit will be needed. This is to ensure our customers see this option before purchase. We apologize if this was not clear when the customer placed the order.We do offer pre-paid labels for general returns but the amount for the label is deducted from the return refund. If a customer uses their own label to send back a product on a general return there will be no refund for the shipping or charge for a pre-paid label. This is stated in our return policy located on our site. We again apologize for any confusion and if the customer has any further questions we would be happy to assist. Thank you.
We sincerely apologize that the replacement order was not set up promptly. It is now currently in our system and processing for shipment. The customer should receive a confirmation email by the end of today for the replacement order and tracking information within the next 24-48 hours. Thank you.