Little Passenger Seats

I contacted Mrs [redacted] and explained why the seat was late, and we resolved the issue over the phoneShe received her seat and is very happy with the quality of the productThere was a lapse in communication as we were transitioning one office personnel out and another inWe appreciate the customer's understanding and patience-Little Passenger Seats Inc

I am rejecting this response because: [redacted] ,Please reference where in your company's email correspondence with me it was stated "All seats are held for consignment until it sells, then you get your portion." I believe I have retained all correspondence with your company and could not reference that statement until an email dated March 10, which was over months from when your company received by sell back.I believe this is where the communication breakdown occurred.Also, it may be helpful in future endeavors to not use the term "sell back" when you are referring to submitting an item for consignmentThank you and have a great day

The seat is being put together today and will ship todayI can refund $(the shipping and a little extra)The seat is leaving today and we will email a tracking number at the end of the day

I am rejecting this response because: we have photos of the original boxes prior to leaving my residence by fedex pick upThe boxes and seats were not damaged or deterioratedLittle Passenger Seats would not forward me any photos of the seats or boxes when they arrived at their office, which I requested several times by phone and emailBecause I felt LPS was unwilling to help explain these said damages which were originally to both seats, the following day I was told it was only minor damage and only on one seatBut still no photos would be provided, they would send out a check that dayI contacted Fedex to find out how to go about verifying the said damages and representative with Fedex told me to file a claimA few days following I received an email from Fedex stating that my claim was invalid because I was not the paying customer ( because I did not pay for shipping) I contacted LPS, once again, to find out when I would receive a check and this time was sent a return form with deductions for restocking fees and another deduction for more than days after purchase returnSo essentially, a lower amount would be paid to me than agreed upon when I let Fedex pick up my seatsI should have received this lower payment several weeks ago now and contact the Revdex.com when I still had no checkTwo weeks ago LPS's excuse was that they were waiting for FEDEX to arrive with paperwork proving no claim had been filedI already have this paperwork and it shows no claim was filed from over a month agotoday LPS continues to make excuses why they have not mailed a check, they have stolen my property and have not held up their end of the arrangement

I contacted my FedEx representative to get verification that the customer did not file a claim with FedEx as wellI received a call from FedEx claim department asking about the customer and the transaction saying she was filing a FedEx claim as well as attempting to get a refundAs soon as I receive a verification letter from my Fedex representative stating she was not awarded any refund claim money through FedEx as she claims she has not, then I can complete the seat buy back processI am expecting the letter to arrive with my representative weekly visit this week

The original purchase of the seats happened in April of The product sat in the customers garage for three years when she decided to call us and ask us to buy back the seats that she never took out of the boxesWe did not have to but reluctantly agreedWhen the shipment arrived, the box edges were deteriorated and in turn caused damage to one of the seatsAs a company, we will not resell damaged seats and retracted the offer to buy them, since we have no idea when the damage happenedThe customer verbally refused to take them back and called FedEx to file a claimFedEx called Little Passenger Seats asking about the situation, which they were only contacted by the customer, not by our companyWith this added confusion we needed to make sure the customer did not file a claim with FedEx so that should would not get paid twice for the seats when we reserve the right to file a claim with FedEx to get paid for the damaged seat that we cannot resellAgain, this was supposed to be a goodwill service for the customer that has turned into a nightmare since the customers refusal of the return of the damaged seat, stating it is the fault of Little Passenger Seats that the seat was damagedWe were not negligent in any wayWe will pay the customer for the seat that came back in good condition but want to return the damaged seat to the customer since FedEx will not pay us for the damaged seat since there is no way of telling when the damage to the seat happenedInstead of the customer being appreciative we were even willing to take the seats back, she has not been cooperative, and her actions feel like we are being bullied into taking back damaged product that we cannot resellShe has written a bad review on our Facebook page, which is the only one and she is continuing to bully us with continued threats of legal actionWe still have the damaged seat and wish to return it to the customer with a check for the other seat so she can find a way to resell it on her ownWe do not HAVE to buy her seats back

The customer received a response saying yes we would purchase the seat back, but he was also informed via email and on our website the following: All seats are held for consignment until it sells, then you get your portion.The seat has not sold yet, therefore the check has not been
issued, although I do have a customer interested, once they finalize their payment I can send the checkThe customer was informed that this was how the program workedYou can wait for us to sell the seat to get the check or we can send the seat back, whatever the customer prefers. Sincerely,***

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

I contacted Mrs. [redacted] and explained why the seat was late, and we resolved the issue over the phone. She received her seat and is very happy with the quality of the product. There was a lapse in communication as we were transitioning one office personnel out and another in. We appreciate the...

customer's understanding and patience. -Little Passenger Seats Inc.

With every status check I give, I do my best to give the best estimate I can based on where the seat is at in production and how many seats I think our guy can put together in one and he also ships the seats as well. He informed me this morning that he is going to build as many seats as he can this...

week and ship them on Friday, that way he can get the most done in that amount of time. With that being said, he told me you are on schedule without a doubt to leave on Friday. I have no issue with giving you free shipping for the lateness of the seat. I know once you receive the seat you with be satisfied with the quality product.

The original purchase of the seats happened in April of 2012. The product sat in the customers garage for three years when she decided to call us and ask us to buy back the seats that she never took out of the boxes. We did not have to but reluctantly agreed. When the shipment arrived, the box edges were deteriorated and in turn caused damage to one of the seats. As a company, we will not resell damaged seats and retracted the offer to buy them, since we have no idea when the damage happened. The customer verbally refused to take them back and called FedEx to file a claim. FedEx called Little Passenger Seats asking about the situation, which they were only contacted by the customer, not by our company. With this added confusion we needed to make sure the customer did not file a claim with FedEx so that should would not get paid twice for the seats when we reserve the right to file a claim with FedEx to get paid for the damaged seat that we cannot resell. Again, this was supposed to be a goodwill service for the customer that has turned into a nightmare since the customers refusal of the return of the damaged seat, stating it is the fault of Little Passenger Seats that the seat was damaged. We were not negligent in any way. We will pay the customer for the seat that came back in good condition but want to return the damaged seat to the customer since FedEx will not pay us for the damaged seat since there is no way of telling when the damage to the seat happened. Instead of the customer being appreciative we were even willing to take the seats back, she has not been cooperative, and her actions feel like we are being bullied into taking back damaged product that we cannot resell. She has written a bad review on our Facebook page, which is the only one and she is continuing to bully us with continued threats of legal action. We still have the damaged seat and wish to return it to the customer with a check for the other seat so she can find a way to resell it on her own. We do not HAVE to buy her seats back.

The seat is being put together today and will ship today. I can refund $200.00 (the shipping and a little extra). The seat is leaving today and we will email a tracking number at the end of the day.

I am rejecting this response because:[redacted],Please reference where in your company's email correspondence with me it was stated "All seats are held for consignment until it sells, then you get your portion." I believe I have retained all correspondence with your company and could not reference that statement until an email dated March 10, which was over 2 months from when your company received by sell back.I believe this is where the communication breakdown occurred.Also, it may be helpful in future endeavors to not use the term "sell back" when you are referring to submitting an item for consignment. Thank you and have a great day.

We understand the customer's frustrations. What he states is true, our seat belt manufacturer had to back-order our seat belt order because they could not complete it in the usual amount of time (3 weeks), because of this our orders were delayed. We received our belts at the end of the day on Friday...

(May 26th) but we could not use them until we opened again Tuesday May 30th. We are working on getting the seat out ASAP. While the company has been running and making seats, I however, have been out of the office with a terrible stomach flu and am just now getting back. I was out for over a week, so that is why I have missed phone calls. Today is my first day back in on regular schedule (June 1st). I will be more than happy to refund the $95.00 for the late shipment and I will get the seat out as soon as I possibly can, (which is looking like Friday June 2nd). Sincerely,[redacted]

I contacted my FedEx representative to get verification that the customer did not file a claim with FedEx as well. I received a call from FedEx claim department asking about the customer and the transaction saying she was filing a FedEx claim as well as attempting to get a refund. As soon as I...

receive a verification letter from my Fedex representative stating she was not awarded any refund claim money through FedEx as she claims she has not, then I can complete the seat buy back process. I am expecting the letter to arrive with my representative weekly visit this week.

I am rejecting this response because: we have photos of the original boxes prior to leaving my residence by fedex pick up. The boxes and seats were not damaged or deteriorated. Little Passenger Seats would not forward me any photos of the seats or boxes when they arrived at their office, which I requested several times by phone and email. Because I felt LPS was unwilling to help explain these said damages which were originally to both seats, the following day I was told it was only minor damage and only on one seat. But still no photos would be provided, they would send out a check that day. I contacted Fedex to find out how to go about verifying the said damages and representative with Fedex told me to file a claim. A few days following I received an email from Fedex stating that my claim was invalid because I was not the paying customer ( because I did not pay for shipping).  I contacted LPS, once again, to find out when I would receive a check and this time was sent a return form with deductions for restocking fees and another deduction for more than 30 days after purchase return. So essentially, a lower amount would be paid to me than agreed upon when I let Fedex pick up my seats. I should have received this lower payment several weeks ago now and contact the Revdex.com when I still had no check. Two weeks ago LPS's excuse was that they were waiting for FEDEX to arrive with paperwork proving no claim had been filed. I already have this paperwork and it shows no claim was filed from over a month ago. today LPS continues to make excuses why they have not mailed a check, they have stolen my property and have not held up their end of the arrangement.

Review: Rude customer service. Request settlement for inconvenience.

Purchase date: Aug 2, 2013. Verbally told 8-10 weeks. Fine print says 8-12 wks, okay. No contact so I contacted. They told me 1.5 weeks still. I emailed just simply asking about if they compensate for lost time when I am a paying customer, which includes customer service. A Ms. [redacted] emailed me stating no discounts even if product was really late. She insisted that a product I have yet to receive was "top notch" and therefore if "all you have bad to say in the end is it tool a little longer than expected, then we are ok with that, since the quality is top notch... We choose quality over efficient service". So she already admits they care not about customer service.

I replied stating that it was rude and that it would have been acceptable to have just apologized for the inconvenience and for no notification on their part and to not be rude about it, and she responded stating "I will not apologize for time. Sorry you think I was rude". So along with poor grammar, I feel like I was communicating with a 12 year old who has no experience in customer service. She's not even a manufacturer, just a "customer service rep". Next she gave me their cancellation policy. No care in the world, I, a customer who had already paid a down payment, didn't matter to the company.

Plus on top of that, I never got any updates from the company about my product. I had to ask. I have all related quotes and emails on hand. Desired Settlement: An apology from management and [redacted] to receive professional guidance on customer service and free shipping for my product in order (taken out of my cost).

Business

Response:

Initial Business Response

Little Passenger Seats will respectfully fill the order at the agreed price. If the customer wishes to cancel their order, Little Passenger Seats will give a 100% refund of the customers deposit. It is not Little Passenger Seats policy to give credit for customer service issues or not meeting delivery time frames. Our company structure does not allow for rushing orders nor are we in full control of vendors, which is why we offer a window time frame of estimated completion. Every customer is equally informed of the production period with a written letter of confirmation. There is no guarantee or promise to fill orders in the estimated time frame written in any policy. We provide a custom made product, which is made after the customer places the order. The only discount Little Passenger Seats does offer is a 7% Military discount which the customer is already getting. If the customer would like to wait for the product, Little Passenger Seats will send the product when it is finished, unless the customer responds with a full amount cancellation request to get the deposit back, which will be immediately credited to the customers provided credit card company. Due to staff privacy, Little Passenger Seats, Inc will determine how staff issues are handled. Email correspondence to the customer was reviewed by the business owner. Any further contact from the customer should be in writing or through this Revdex.com forum. If the customer decides to keep the order in place, Little Passenger Seats will accept that as permission to charge the second payment to the account provided upon completion of the seat as agreed upon on August 1, 2013. Federal Express will email tracking numbers to the customer upon shipment.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I say no, I am not satisfied with the response in part due to the company's arrogance in still not accepting that they were "rude" and lack in customer service.

Yes, I do only still need to product because of a job that I need it for. So I do further give them permission to charge my card upon completion.

However, I would like to make note to the public to warn them of this companies lack of customer service quality. A company's "quality" is not based on product alone, especially since this company's product is not made by the customer service representative. If I had known of the insulting manner they had, I would have preferred to seek elsewhere and if I had more time, I would definitely go a different route.

This company is an arrogant company that insist that its "top notch" product allows for their rudeness to their customers and that customers mean nothing to them and are expendable, which is clearly stated in my email correspondence with a [redacted]. I have had much bigger companies treat me with respect. Companies such as [redacted]'s [redacted] all of which have millions of customers, yet they still serve me well and respectfully.

Yes, they gave me a window, and they are now out of that window. They didn't even contact me or apologize for inconvenience and refused to do so. That was the least they could have done to avoid such aggravation. Maybe they should make it clear to customers that the "window" is not accurate and they could be more productive in being respectful to customers who invest their time and money into their "family company". Most would expect more from a family company.

If you have other options, like buying an vehicle with a third row, I'd go that route if I had more time. But I've already waited over 11 weeks.

Final Business Response

Little Passenger Seats filled the order respectfully. We have no further comment.

Review: Our Little Passenger seat arrived damaged. Bent bracket on the main frame. Wrong parts pack to correctly install the seat. I received an initially pleasant and cooperative response. I also was told a refund in the amount of what it would cost to return it and send a new one would be provided. These were lies as nothing has come of it. I was told that keeping the seat would provide this refund, as I have. I was instructed to "bang the bend out with a hammer". I did so. I asked if this would modify the structures integrity. I was told no. After realizing proper hardware to install was not present, we needed to contact again. This time the customer service fell apart. The rep acted as we were a burden to her, and we were told "she would sleep fine, knowing what she did was right in her eyes". I still don't even know what they were talking about. $1149 dollars later. I have a seat that I needed to work on myself to make fit. Buy the hardware myself that I already bought through them since they sent the wrong stuff, and an attitude with no rectification from their service department. Billing was extremely fast as well, but the shipment of it was lack. We were asked if they could Bill us since they were done and ship it. We were billed the day of the request. It was shipped 12 days later. Certainly money is the primary focus of this company, not customer service.Desired Settlement: $287.25. 25% of the cost of the product. We feel this is extremely fair, and appropriate for what we received from your company.

Business

Response:

The customer was offered a full replacement at no cost of the ordered product since the frame was damaged in shipping. Replacement of the product is the only offer we gave since the safety of a damaged frame is negotiated. The customer declined the offer.

Review: On Aug. 28, 2015 Fedex picked up 2 little passenger seats ( which I had never opened and asked if they would accept them as a return) from my home and delivered them to Little Passenger Seats. Once LPS received the packages they called me and said they were both damaged. Fast forward a few phone calls and suddenly the seats shipped are not damaged and I should be receiving a refund. After a week, I had not received a check. I contacted LPS by email asking when would I receive payment, this is Sept. 15, 2015 now. LPS replied that it could take 30 days for a refund. Today I am still waiting to be paid for seats they have had for nearly 60 days and have likely already resold. LPS had agreed to refund me, by check, approximately $870. On Sept. 15 they have now changed that amount to about $700. This is after they received brand new seats never opened or used. Is this really a company you want to do business with?Desired Settlement: The original amount of refund agreed upon prior to my allowing these seats to be picked up by Fedex of $870.

Business

Response:

I contacted my FedEx representative to get verification that the customer did not file a claim with FedEx as well. I received a call from FedEx claim department asking about the customer and the transaction saying she was filing a FedEx claim as well as attempting to get a refund. As soon as I receive a verification letter from my Fedex representative stating she was not awarded any refund claim money through FedEx as she claims she has not, then I can complete the seat buy back process. I am expecting the letter to arrive with my representative weekly visit this week.

Business

Response:

The original purchase of the seats happened in April of 2012. The product sat in the customers garage for three years when she decided to call us and ask us to buy back the seats that she never took out of the boxes. We did not have to but reluctantly agreed. When the shipment arrived, the box edges were deteriorated and in turn caused damage to one of the seats. As a company, we will not resell damaged seats and retracted the offer to buy them, since we have no idea when the damage happened. The customer verbally refused to take them back and called FedEx to file a claim. FedEx called Little Passenger Seats asking about the situation, which they were only contacted by the customer, not by our company. With this added confusion we needed to make sure the customer did not file a claim with FedEx so that should would not get paid twice for the seats when we reserve the right to file a claim with FedEx to get paid for the damaged seat that we cannot resell. Again, this was supposed to be a goodwill service for the customer that has turned into a nightmare since the customers refusal of the return of the damaged seat, stating it is the fault of Little Passenger Seats that the seat was damaged. We were not negligent in any way. We will pay the customer for the seat that came back in good condition but want to return the damaged seat to the customer since FedEx will not pay us for the damaged seat since there is no way of telling when the damage to the seat happened. Instead of the customer being appreciative we were even willing to take the seats back, she has not been cooperative, and her actions feel like we are being bullied into taking back damaged product that we cannot resell. She has written a bad review on our Facebook page, which is the only one and she is continuing to bully us with continued threats of legal action. We still have the damaged seat and wish to return it to the customer with a check for the other seat so she can find a way to resell it on her own. We do not HAVE to buy her seats back.

Consumer

Response:

I am rejecting this response because: we have photos of the original boxes prior to leaving my residence by fedex pick up. The boxes and seats were not damaged or deteriorated. Little Passenger Seats would not forward me any photos of the seats or boxes when they arrived at their office, which I requested several times by phone and email. Because I felt LPS was unwilling to help explain these said damages which were originally to both seats, the following day I was told it was only minor damage and only on one seat. But still no photos would be provided, they would send out a check that day. I contacted Fedex to find out how to go about verifying the said damages and representative with Fedex told me to file a claim. A few days following I received an email from Fedex stating that my claim was invalid because I was not the paying customer ( because I did not pay for shipping). I contacted LPS, once again, to find out when I would receive a check and this time was sent a return form with deductions for restocking fees and another deduction for more than 30 days after purchase return. So essentially, a lower amount would be paid to me than agreed upon when I let Fedex pick up my seats. I should have received this lower payment several weeks ago now and contact the Revdex.com when I still had no check. Two weeks ago LPS's excuse was that they were waiting for FEDEX to arrive with paperwork proving no claim had been filed. I already have this paperwork and it shows no claim was filed from over a month ago. today LPS continues to make excuses why they have not mailed a check, they have stolen my property and have not held up their end of the arrangement.