K9 Electronics

Hi [redacted] , I apologize for the delayed reply here but I wanted to look into what happened with your battery order and why you didn’t get a reply to your email as this is very important to meI checked for a phone message from you and couldn't find any but that’s not to say you didn’t leave oneWe get tons of afterhours and weekend messages so it’s kind of like looking for a needle in a haystackHowever, I did see a couple email where you had replied directly to the automated order notification email that was sent to you Here's what happened #1) That Tri-Tronics battery was discontinued a while back but for some reason was not removed from the siteThe result was that everyone thought that we still had it in stock and we received many orders for it in a short amount of timeWe thought that we had contacted everyone to let them know of our mistake in not removing the battery from the site but apparently we didn’t get all of them very sorry for that, [redacted] #2) When an order is placed our system generates order notification emailOne goes to you as a receipt for your purchase and one goes to the warehouse telling them to ship the item and the customerservice@ email gets copies of both of these order notification emailTo reduce clutter in the customerservice@ inbox a previous Customer Service Rephad set up a filter ("rule") in our gmail system to look for all copies of order notifications, bypass the inbox and place them into a specific folder..which she used to check throughout the day encase a customer had replied to one of these order notifications instead of contacting us via our "Contact Us" pageApparently, this Customer Service Repforgot to mention this before she left and nobody had been checking this folder I sincerely apologize for these oversight on our part and if it makes you feel any better you aren't the only customer complaining that we weren’t replying to email so it did have us boggled as to what was going on, but we got it fixed now by removing the "Rule" and just letting all order notification copies go directly into the [redacted] so that they are sure to be seen and promptly responded to, if there is a customer reply I see that your $was refunded to you on the 22nd and the discontinued battery has been removed from the site As you can see from our perfect Revdex.com record, this doesn't happen oftenIn fact yours is the only complaint we have had in many years! Again, very sorry for the inconvenience and be sure to contact me directly for future orders and I'll make sure you get a nice discount for your troubles ;) [redacted] 800-586-x***

KElectronics should be the #name for house hold products Not only do they beat competitor pricing for products, they are extremely helpful and always follow through with their on time orders I recieve follow up from the owner with every purchase and always ensures my 100% satisfaction, but strives for 110% I have had MANY encounters with K9Electronics and never had a bad experience K9electronics sets the standard for customer service, customer satisfaction, advice, and products

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hi [redacted],
I apologize for the delayed reply here but I wanted to look
into what happened with your battery order and why you...

didn’t get a reply to
your email as this is very important to me. I checked for a phone message from
you and couldn't find any but that’s not to say you didn’t leave one. We get
tons of afterhours and weekend messages so it’s kind of like looking for a
needle in a haystack. However, I did see a couple email where you had replied
directly to the automated order notification email that was sent to you.
Here's what happened.
#1) That Tri-Tronics battery was discontinued a while back
but for some reason was not removed from the site. The result was that everyone
thought that we still had it in stock and we received many orders for it in a
short amount of time. We thought that we had contacted everyone to let them
know of our mistake in not removing the battery from the site but apparently we
didn’t get all of them …very sorry for that, [redacted].
#2) When an order is placed our system generates 2 order
notification email. One goes to you as a receipt for your purchase and one goes
to the warehouse telling them to ship the item and the customerservice@ email
gets copies of both of these order notification email. To reduce clutter in the
customerservice@ inbox a previous Customer Service Rep. had set up a filter
("rule") in our gmail system to look for all copies of order
notifications, bypass the inbox and place them into a specific folder..which
she used to check throughout the day encase a customer had replied to one of
these order notifications instead of contacting us via our "Contact
Us" page. Apparently, this Customer Service Rep. forgot to mention this
before she left and nobody had been checking this folder.
I sincerely apologize for these oversight on our part and if
it makes you feel any better you aren't the only customer complaining that we weren’t
replying to email so it did have us boggled as to what was going on, but we got
it fixed now by removing the "Rule" and just letting all order
notification copies go directly into the [redacted] so that they
are sure to be seen and promptly responded to, if there is a customer reply.
I see that your $40 was refunded to you on the 22nd and the
discontinued battery has been removed from the site.
As you can see from our perfect Revdex.com record, this doesn't
happen often. In fact yours is the only complaint we have had in many years! Again, very sorry for the inconvenience and be sure to
contact me directly for future orders and I'll make sure you get a nice
discount for your troubles ;)
[redacted]
800-586-3780 x[redacted]

Review: Placed order for battery 2/22/14 and credit card was billed on that date. As of 3/19/14 have not received merchandise. Vendor will not return telephone messages or respond to e-mails requesting order status. Vendor's website states that it is "Revdex.com Accredited Business." Will dispute charge with credit card issuer as well.Desired Settlement: Does not appear that vendor intends to honor order. Want credit card charge reversed.

Business

Response:

K9 Electronics should be the #1 name for house hold products. Not only do they beat competitor pricing for products, they are extremely helpful and always follow through with their on time orders. I recieve follow up from the owner with every purchase and always ensures my 100% satisfaction, but strives for 110%. I have had MANY encounters with K9Electronics and never had a bad experience. K9electronics sets the standard for customer service, customer satisfaction, advice, and products.