Karaoke Warehouse

Upon the initial contact from the customer on May 31st (three weeks after delivery) customer requested a refund, which, unfortunately, was beyond our return policy and customary reasonable notice expected, especially by our manufacturesHowever, to assist the custoerm, we agreed to ship a new unit and included a paid return label for the original itemThe new item was shipped to customer via Fedex and delivered on June 9th (tracling # [redacted] )We are awaiting for the original item to be returned.We appreciate the customer's recommendation to include our return policy on all order invoices/packing slips.Sincerely,Customer ServiceKaraoke WarehiouseLyman drSuite CHilliard, Ohio

Dear Revdex.com,Thank you for allowing us to respond to the claim and shed some additional informationThe customer purchased the item on May 4th and indicated she needed the item as soon as possible because she had an up- coming event To accommodate the customer the item was immediately processed and shipped out and the customer received the product on May 9thWe informed the customer that we inspect all items received from the manufacture prior to shipping to customers and there was no indication from the exterior of the box of any damageWe were not notified until today May 31, by the customer claiming the item was missing the remote control and cords and of her request for a refundWe informed the customer that she should have contacted us immediately per our return policy and it would be now up to the manufactureWe offered the customer to contact the manufacture on her behalf to have it replaced but that did not seem to satisfy the customer.We informed the customer she was not entitled to a refund and restated our return policy that is posted on our website, please see the followingper our posted returned policy on our website at https://www.karaokewh.com/return-policy/Returning Equipment and AccessoriesNon-Defective EquipmentWe will gladly issue a store credit within days of your receipt less a handling & shipping feePlease Click Here to request an RA on our websiteCustomers will bear all shipping costs for the return of non-defective hardwareIf you received free shipping on your order, you will be charged for shipping feesAll non-defective returns of hardware will be charged $or 15% (whichever is greater) restocking fee per industry standardDefective EquipmentPlease examine your package immediately upon receiptIf your item is defective, you must contact the appropriate manufacturer for a warranty claimClick Here for a list of manufacturersAll electronic equipment purchased from Karaoke Warehouse has a year manufacturer warranty unless specified otherwiseThere will be no credit issued for shipping costs you have accruedMerchandise initially returned as defective for an upgrade or store credit, whose defect cannot be verified, or damaged due to human error, or intentionally destroyed or returned for any other means besides upgrade or store credit to Karaoke Warehouse will incur a minimum 15% restock charge as well as any related shipping costsAll refunds will be in the form of store credit.Sincerely,Customer ServiceLaser Karaoke Inc

I am rejecting this response because: I ordered the item over the phone, not over the websiteIn fact, I never even visited their website before or after my orderI simply called the warehouse and asked for help from a customer service repWhen I placed my order, I was never notified about a day return or complaint policy, nor did my email receipt mention anything of the sortI have attached a copy of my order confirmationPlease note that there is no return policy statedA day return policy (especially for a package that was shipped incomplete) is not standard and the consumer should be told about these special circumstances before they are allowed to place their orderTherefor, I am still asking for either replacement of the defective item or a full refund.
Regards,*** ***

I am rejecting this response because: I ordered the item over the phone, not over the websiteIn fact, I never even visited their website before or after my orderI simply called the warehouse and asked for help from a customer service repWhen I placed my order, I was never notified about a day return or complaint policy, nor did my email receipt mention anything of the sortI have attached a copy of my order confirmationPlease note that there is no return policy statedA day return policy (especially for a package that was shipped incomplete) is not standard and the consumer should be told about these special circumstances before they are allowed to place their orderTherefor, I am still asking for either replacement of the defective item or a full refund

Upon the initial contact from the customer on May 31st (three weeks after delivery) customer requested a refund, which, unfortunately, was beyond our return policy and customary reasonable notice expected, especially by our manufacturesHowever, to assist the custoerm, we agreed to ship a new unit and included a paid return label for the original itemThe new item was shipped to customer via *** and delivered on June 9th (tracling #***)We are awaiting for the original item to be returned.We appreciate the customer's recommendation to include our return policy on all order invoices/packing slips. Sincerely,Customer ServiceKaraoke Warehiouse*** *** *** *** *
*** *** ***

Dear Revdex.com,Thank you for allowing us to respond to the claim and shed some additional information. The customer purchased the item on May 4th and indicated she needed the item as soon as possible because she had an up- coming event.  To accommodate the customer the item was immediately processed and shipped out and the customer received the product on May 9th. We informed the customer that we inspect all items received from the manufacture prior to shipping to customers and there was no indication from the exterior of the box of any damage. We were not notified until today May 31, 2017 by the customer claiming the item was missing the remote control and cords and of her request for a refund. We informed the customer that she should have contacted us immediately per our return policy and it would be now up to the manufacture. We offered the customer to contact the manufacture on her behalf to have it replaced but that did not seem to satisfy the customer.We informed the customer she was not entitled to a refund and restated our return policy that is posted on our website, please see the following. per our posted returned policy on our website at https://www.karaokewh.com/return-policy/Returning Equipment and Accessories1. Non-Defective Equipment. We will gladly issue a store credit within 15 days of your receipt less a handling & shipping fee. Please Click Here to request an RA on our website. Customers will bear all shipping costs for the return of non-defective hardware. If you received free shipping on your order, you will be charged for shipping fees. All non-defective returns of hardware will be charged $25 or 15% (whichever is greater) restocking fee per industry standard.2. Defective Equipment. Please examine your package immediately upon receipt. If your item is defective, you must contact the appropriate manufacturer for a warranty claim. Click Here for a list of manufacturers. All electronic equipment purchased from Karaoke Warehouse has a 1 year manufacturer warranty unless specified otherwise. There will be no credit issued for shipping costs you have accrued. Merchandise initially returned as defective for an upgrade or store credit, whose defect cannot be verified, or damaged due to human error, or intentionally destroyed or returned for any other means besides upgrade or store credit to Karaoke Warehouse will incur a minimum 15% restock charge as well as any related shipping costs. All refunds will be in the form of store credit.Sincerely,Customer ServiceLaser Karaoke Inc.

Upon the initial contact from the customer on May 31st (three weeks after delivery) customer requested a refund, which, unfortunately, was beyond our return policy and customary reasonable notice expected, especially by our manufactures. However, to assist the custoerm, we agreed to ship a new unit and included a paid return label for the original item. The new item was shipped to customer via Fedex and delivered on June 9th (tracling #[redacted]). We are awaiting for the original item to be returned.We appreciate the customer's recommendation to include our return policy on all order invoices/packing slips.Sincerely,Customer ServiceKaraoke Warehiouse4342 Lyman dr. Suite CHilliard, Ohio 43026

Dear Revdex.com,Thank you for allowing us to respond to the claim and shed some additional information. The customer purchased the item on May 4th and indicated she needed the item as soon as possible because she had an up- coming event.  To accommodate the customer the item was...

immediately processed and shipped out and the customer received the product on May 9th. We informed the customer that we inspect all items received from the manufacture prior to shipping to customers and there was no indication from the exterior of the box of any damage. We were not notified until today May 31, 2017 by the customer claiming the item was missing the remote control and cords and of her request for a refund. We informed the customer that she should have contacted us immediately per our return policy and it would be now up to the manufacture. We offered the customer to contact the manufacture on her behalf to have it replaced but that did not seem to satisfy the customer.We informed the customer she was not entitled to a refund and restated our return policy that is posted on our website, please see the following. per our posted returned policy on our website at https://www.karaokewh.com/return-policy/Returning Equipment and Accessories1. Non-Defective Equipment. We will gladly issue a store credit within 15 days of your receipt less a handling & shipping fee. Please Click Here to request an RA on our website. Customers will bear all shipping costs for the return of non-defective hardware. If you received free shipping on your order, you will be charged for shipping fees. All non-defective returns of hardware will be charged $25 or 15% (whichever is greater) restocking fee per industry standard.2. Defective Equipment. Please examine your package immediately upon receipt. If your item is defective, you must contact the appropriate manufacturer for a warranty claim. Click Here for a list of manufacturers. All electronic equipment purchased from Karaoke Warehouse has a 1 year manufacturer warranty unless specified otherwise. There will be no credit issued for shipping costs you have accrued. Merchandise initially returned as defective for an upgrade or store credit, whose defect cannot be verified, or damaged due to human error, or intentionally destroyed or returned for any other means besides upgrade or store credit to Karaoke Warehouse will incur a minimum 15% restock charge as well as any related shipping costs. All refunds will be in the form of store credit.Sincerely,Customer ServiceLaser Karaoke Inc.