Keeper Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
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Review: Ordered item 8/*/14 a table. They kept telling me the "manufacturer had to make it" I cancelled order (When they suggested it) on 8/**/14 via e-mail after they told me on phone in a.m. same day, when I told them to cancel,, that it had to be in writing. I allerted my bank on 8/**/14 as well, so they would not charge me. NOW TODAY 8/**/14 they send me an e-mail saying it has shipped. I cancelled it. ALSO, they say I am responsible for SHIPPING CHARGES both ways. I will not accept package. AND they already know the funds in my account are NOT there for them. I should have reviewed them first, as I usually do. NOW when I read the reviews, there are so many problems with this company. I doDesired Settlement: that they do NOT charge me in there FRAUD department as they threatened, for shipping charges BOTH ways. I cancelled order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order and it took about a month to ship. After waiting such a long time to get the product I was very disappointed.Upon opening the box several pieces were damaged and the product itself was very cheap.I decided to stop opening the rest and call to ask for a refund.I called and was told this was considered buyer remorse and I would have to pay the shipping back and forth as well as a 20% restocking fee.I explained it wasn't buyer remorse because the product was damaged and it wasn't the quality that I was expecting. They asked me to take pictures of the damaged pieces and they would send me replacement parts but I explained to them that too many pieces were damaged. I then asked if they could just send me a whole new fireplace and send that one back and they refused. After several attempts of trying to work something out I called my credit card company to dispute the charge on my card.My bank gave me a credit for the full amount and after 30 days I called them to find out the status.They told me I got the credit and I was all set so I thought the case was closed.Someone from fireplace keeper called me and asked if the fireplace was packaged ready to be picked up and I said yes.. Several weeks went by and no one picked it up. I called them to notify them I was moving soon and I didn't want to be responsible for the fireplace and they said they would have it picked up the next day. 2 days later a courier company came to pick up the product.I called my bank to confirm and give them an update that the fireplace had been picked up. They asked me for a tracking number which I didn't have. My mother was home when the delivery person came. I thought she had misplaced the receipt/tracking number but she said he never gave her a receipt. The guy just had her sign a piece of paper which she did.I called fireplace keeper to get the tracking number so I can provide it to my bank and they are refusing to help me. They are saying, "they can't see it in the system" and "its not normal business practice for them to arrange for pickup." They are being extremely rude and they have hung up on me THREE times. All I am asking is for them to find out the tracking number. I have been very polite and calm with them. I told them they must have record of the delivery somewhere and if they don't see it there must be a way for them to find it out and they just keep saying, NO. I work in customer service and this is not the way you should treat a customer. They can easily call their couriers and find out who picked up 2 packages at my address and get the tracking number from them if they "don't have it." They could also call their warehouse which received the package to see if they could provide me with the tracking number. This is not fair and not good business practice.Desired Settlement: The product has already been sent back to the merchant. A dispute has been initiated by my bank. I need them to accept the chargeback since they have already received the product. I would also like the tracking number of the items that were returned to them just for my own records.

Consumer

Response:

At this time, I have not been contacted by Keeper Group regarding complaint ID [redacted].Sincerely,[redacted]