Initial Business Response /* (1000, 5, 2015/09/28) */
The buyer has been fully refunded via
***Sep 25, 07:59:
We had offered the buyer a full refund or an upgrade to the next highest modelThe buyer has opted for a refund and it should show on the buyer's
*** account at this time!
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The real issue here is the restocking fees this company charges for an item they dont even have the return policy is on a real fine print and is very confusing for the average consumer
how is this legal on any way, this company have thousands of dollars listed wort of inventory but actually has no items in stock when I comes down to send the item they request for more money for upgrade or restocking fees if you refuse I really dont see how they got away with this for so long and with so many innocent consumers
Final Business Response /* (4000, 9, 2015/09/30) */
You had received a full refund, A restocking fee is charged for when an item is returnedIf an item is purchased and returned backThere are many companies that charge restocking fees, as it helps cover shipping fees, labor, and transaction fees
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I got a full refund you're right I got it after you fail different attempts to collect from me but looking at your reviews and feedback from different customers you got away with this multiple times
I still have the text messages from Mat where he`s requesting more money for an update or can be charged with restocking fees if I disagree , in mot here to make this personal I just want to let this organization know your business practice and how unfair the consumer is getting scammed
Complaint: *** I am rejecting this response because:Not surprisingly out of the pictures I sent, you chose the ones that make you look the least like incompetent criminalsAlso, you NEVER said you would pay for the return shipping - I am still waiting - and getting a straight answer from you is a lost causeI have requested several times for a pre-paid label I can stick on this box to send back to you yet you continue to refuseI have asked for a guarantee that you will not charge me a restocking fee for your mistakes yet I am still waitingI have asked that you will give me a full refund upon receipt of this box assuming I ever get that lable - I am still waitingI have asked for you to confirm that you will not try to withhold the money for the wiring kit I paid for that was omitted from the box - I am still waitingYou sent a box without everything I paid for, items represented as new which clearly aren't (unless your new items are dirty/chipped/scratched/defective), electronic equipment you can see through the box that has no protection whatsoever and it doesn't even fit in the vehicle I have that you state online and sales staff reiterated it fits in. What's even worse is that after a lengthy conversation with ***, I've come to find out that you are trying to file this under a damaged shipping claim of which is the responsibility of *** when you know *** well that is not the case or what I claimed and showed when I contacted youYou are a joke of a company evidenced by every single piece of info that can be found about you onlineTrying to fleece *** for a damaged box just tops it off really.Unfortunately for me I may be hosed on this one and that is a lesson learnedUnfortunately for you, there is no way you can hide from your shady business history, total lack of quality control, dishonest conduct and well documented failure as a businessI am asking for the Revdex.com to I have files the appropriate complaint with the Consumer Fraud Protection Division and AG's office in Missouri and will do everything I can to shed light on yoiur
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/07) */
It looks as you have been dealing with customer service with this issue alreadyAnd on the same day you opened this complaint you chose to use store credit for the returned item and purchase a brand new oneWhich that order is due to ship out
today
Hello [redacted], We do apologize for the inconvenience, and we do ask that you please contact us prior to any escalation claim. You had not contacted us in regards to this order and we would love any opportunity to resolve these claims.On your first purchase with us on March 18th, you had...
received a "Defective" amplifier. We had set up a return authorization for your return. We did not receive your amplifier til Apr 15th, our replacement was sent out, apr 15th. On the damage box you are referring to, you had called on on Feb 12th to set up a return stating that the subwoofers were blown, we had set up a prepaid call tag to pick up the damage from you. On Feb 22th we had only received (1) subwoofer back. Why complain about receiving 1 replacement subwoofer back when you had only sent us 1 item to replace out? UPS tried 4 times to pick up the package from you and was not "Ready". All of our items are sold NEW, and these are large and heavy items. They can frequently weight up to 100 lbs and shipping can be risky when prebuilt packages are handled to UPS. We take steps to avoid and minimize all damage we can, as it is only a cost to our business. We are again happy to set up a return for replacement or refund, and we would have done the same if contacted. We will set up a damage call tag now and once returned we will send a replacement out to you. If you would like to return for a refund, just let us know and we will refund on delivery as well. UPS should be by tomorrow (As of this writing). Thank you,
Initial Business Response /* (1000, 5, 2016/07/05) */
Full refund was issued back to the customer.
Transaction XXXXXXXXXXX has been successfully ACCEPTED by the system.
Below is a summary:
Initial Consumer Rebuttal /* (2000, 7, 2016/07/14) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
The Refund was finally applied back to my credit card.
Initial Business Response /* (1000, 5, 2016/12/28) */
Hello [redacted],
We do apologize for the delay and have sent you a direct email in regards to the refund request.
We have refunded you back via
Transaction Confirmation
Transaction XXXXXXXXXXX has been successfully ACCEPTED by the...
system.
Below is a summary:
Transaction ID: XXXXXXXXXXX
Payment Method: XXXX[redacted]
Amount: USD (129.81)
Customer Name: [redacted]
You should see it appear on your account within a few business days.
We have waived the restocking fee due to the delay and apologize that this was missed. We had received the product less than 1 month ago, but our timeframe for refunds are generally 2-3 business days. We would be happy to offer you a discount on any future order, please call in and reference your name/order number and we would be happy to apply it.
Complaint: [redacted]
I am rejecting this response because:
This is not accurate. I received the product around 4 days after ordering it on May, 14, 2017 and contacted the company the same day the package arrived because of several issues. Part of the problem was the wiring harnesses were incorrect as they stated but also the front speakers would not fit the door panel without cutting the plastic. When I called and told them about this they initially they told me I must have made a mistake and tried to sell me wiring harness adapters (which would have also been incorrect from what I could see in the description picture). I photographed the original factory speakers as well as the new ones to demonstrate that they were incorrect despite confirming the make, model and year of my vehicle which matched the description on their website. Eventually, after being placed on hold multiple times for close to an hour they did send an RMA but refused to pay for return shipping even though the receipt that clearly states they would make the purchase right at no cost to me and to contact them if there was a problem before leaving a negative review. They were aware of my email address because I was on the phone when they sent the RMA and I acknowledged I had received it but had to call back when I realized there was no shipping label. It was at this time that they also pointed out that their return policy states I would be subject to restocking and return shipping fees, completely contrary to what my receipt stated. I told them this was unacceptable and unless the mistake was mine but I should not have to buy extra parts or cut out door panels for a speaker set that was advertised as an OEM factory replacement. Their return policy in fine print is quite different than what was listed on my receipt. It was at this point after two telephone calls and being deliberately disconnected from a chat line, and not before, that I contacted [redacted] to dispute the charges. (May 19, 2017) I was instructed by [redacted] that my account was credited pending investigation of this issue and to wait to hear back from them before doing anything, which is exactly what I did. Approximately 2 1/2 weeks later I received a letter stating the charges were reinstated because I had not returned the product. (June 5, 2017) I immediately called the credit card company and explained why this was the case and that I was following the instructions provided in a letter by [redacted] to wait and hear from them pending the outcome of the dispute. The vendor absolutely aware that this charge was being disputed and [redacted] actually sent me documentation of their communication with the vendor. In a three way recorded telephone call with [redacted] and the vendor, I was eventually told that they would go against their policy send an RMA with a shipping label, as if they were doing me a favor. (June 12, 2017) They were fully aware of why the product had not been returned and this was once again reiterated during that conversation. By this time I had researched this company and found they have a long history of this type of business ethic and was not interested in store credit or purchasing anything else from them and stated that I was only interested in a refund but did not want store credit. The customer service rep wasn't sure if he could make that promise so I asked to speak to a supervisor but was denied that option stating they were too busy. I received an email within the next week stating that my package was returned and that they were processing my account. (June 20, 2017)I told them I did not want a store credit. A week later I received an email that my order was in transit and would arrive shortly. (June 30, 2017) I was confused and called to report I had not ordered anything and was told the email had been mistaken and they were still processing my request. Apparently they were using a third party contractor and mistakes had been made regarding my order.I waited an additional couple of weeks and contacted them again stating I had not heard anything.( July 12th, 2017) Within a day (July 13th, 2017) I received an email stating they had processed my claim and that I had been given credit but they would not refund my credit card account because I waited too long.Once again I contacted them and told them I would continue to pursue this and at that point first considered contacting the Revdex.com.(July 14th, 2017) They were notified of my intentions and sent another letter implying that they had gone out of their way to accommodate me and tried to blame my misinterpretation of events leading up to this point. I attempted to call the person listed on the Revdex.com site on two occasions as well as copied him and the CEO. In my last email I informed them of exactly what I was going to do before I proceeded and that is what I have done. Late last week I sent 15 pages of documentation to the credit card company (July 19th, 2017)showing the pathway of how I proceeded and was told 2 days ago (July 31, 2017) that my case has been settled and my credit card has been credited permanently at this point. I told them I hope they didn't just settle with this company because they have their product back and the only funds they are out is the shipping cost for the return which should have been covered by them in the first place. They have cost me hours of time and frustration as well as the credit card company, Revdex.com and I suspect themselves. My only intention in filing this complaint is to help shed light on what appears to be their standard business practice. They have literally thousands of complaints against them outside of Ebay where they maintain a good reputation, which is how I found them in the first place. I had no reason to suspect problems from their positive reviews online on Ebay but once this happened and I researched them from a different angle a definite pattern emerges and there are literally thousands of complaints and horror stories that are quite similar to mine. While their letters try to deflect the problem back to the purchaser and appear to be cooperative and conciliatory , hopefully a neutral third party can look at the evidence I am providing in my attachments and one can judge for themselves whether their response is credible. Thanks for your time [redacted]
Sincerely,
[redacted]
Hello, We have reached out to [redacted] directly and have refunded his payment in full and have come to an amicable solution. This took place last week and [redacted] has confirmed receipt of refund. Thanks,
[redacted]The buyer here had contacted on the 9th (less than a week ago) stating that his items were delivered damaged. Unfortunately damage does occur and we do our best to deal with it immediately when it occurs. We had asked the buyer for pictures of the damage to see the scope of the...
damage and to start the damage claim process with [redacted] for the customer.The customer demanded a refund IMMEDIATELY (without sending the product back) and had kept arguing with us. We had offered the customer a FREE pickup request at his location, but the buyer had refused stating he wanted a refund before sending the items back. This is not only fishy, but is no where near the standard process of any online company. We are more than happy to take care of the customer. We filed the FREE pickup request via [redacted] Tag claim [redacted]. We have told the customer that the item will be refunded on receipt. As an online company, it will be frequent that we will receive different goods or even bags of rocks from what customers say they send us. The pictures do not justify any sort claims the buyer is stating against the product or shipping process. There is zero evidence of being used, as all items we sell new are new. The customer ordered a package system that requires our warehouse to pre build the package for the customer. IF the customer requested we could have shipped the two items in retail boxes. We pre build packages for free when the customer purchases the package, to save time on the install for the customer.The buyer has been responded back to on every email within hours, and he has called in and reached our agents on less than 1 miniute hold times. There has been ZERO run around, and we have said every time that we will pick the package up for FREE and provide a refund on receipt. Attached are pictures of the damage the customer received. You can see the customers claims are GROSSLY exaggerated. The damage on the corner is likely due to being dinged during shipping, and a top view essentially shows no damage to the other box inside (in which the expensive item was double boxed). We are happy to refund the customer once the products are received, we are happy to schedule another FREE pickup for the customer. The label the customer is asking is provided with the [redacted] driver and is put on the box for retrieval back to us. For Damage claims, [redacted] inspects the package as they return it back to us.
Hello [redacted], We do apologize for the hassle and the package that was received. We do not have much control over the UPS shipping process once it leaves our facility but during the holidays UPS does ramp up temporary hires and there is a slight increase in damages. All of our...
shipments are insured and easily replaced out with no hassle!We are looking through our system and we only see 1 email was received at Jan 11 7:39am, and was replied to at Jan 11th 8:17am. (attached)You had also called in at Jan 17th 1:59 PM CST, and was answered by our Agent Ruth who scheduled a pick up at no charge to you for a return back to our location for refund.We see no other records of any other contact to our business. All contacts received were responded to almost immediately and taken care of?The item is currently scheduled for pickup via UPS claim number [redacted] and the agent had informed you that due to the snowstorm this may be delayed for pick up. Once the item is received back to our location it will be refunded, and this was explained via phone the phone conversation as well. Never once have we not responded back to any of your messages to us, and all have been responded to in less than an hour.We do apologize for the inconvenience as we understand exactly what it feels like to receive damage goods. We do our best to pack all items to ensure they arrive in perfect condition, but UPS and holidays add other variables into the mix. We keep strong records on our damages as this is 4x loss in shipping in addition to the product for us as well. We have lower than industry rates for damages and we can always do better.Thank you and please contact us if anything else.
Initial Business Response /* (1000, 5, 2016/11/07) */
Hello [redacted],
We do apologize for the inconvenience, this item was incorrectly marked in our system as a non-frieght item but happened to need to go freight. This is an error we are fixing immediately. The item itself to a residental would have...
cost near $*XX-XXX for delivery, we were taking the cost of the item in consideration. Including fees and labor cost, we would have been losing money on the order (w/ the [redacted] This was unfortunately the minimum, and we agree that a refund is likely the best option. We do apologize for the issue and the mistake and we want to make sure we take care of it ASAP. We have been in communication with you, almost daily about the solution you would like to go through. We have refunded your payment
[redacted] gives no confirmation but it should reflect on your order page now " This order was refunded.
Refund of [redacted] was completed on 11/07/2016
"
Initial Consumer Rebuttal /* (2000, 7, 2016/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/03/29) */
Hello,
We do apologize for the inconvenience, we had called you and asked if you would like this to be resent but had requested a refund. A refund is inclusive of the 20% restocking fee, because of the large amount of the purchase, signature...
is required. If a package is sent without signature the insurance claims will only go up to $100 if lost or damaged. Which I am sure neither of us would like to cover the remaining portion of.
According to your tracking number https://www.fedex.com/apps/fedextrack/?tracknumbers=XXXXXXXXXXXX&language=en...⇄ />
The item was out for delivery on 2/17, attempted again on 2/18, again on 2/19, again on 2/20, and was finally returned back to us on 3/05. During this entire process we were not contacted or called once. This is a time span of over 2 weeks. We apologize you could not make arrangements with Fedex, but without us being contacted, there is not much we can do there. Fedex had kept the package for over 2 weeks.
There was no special requirements on the package, only signature. Fedex will allow you to pick it up at their location, however you may of had the wrong location. Preferably we would have liked to be called either way.
Unfortunately, since we did call and request if you would have liked us to resend the package but had choose a refund, a 20% restocking fee is charged. Generally this covers our cost of shipping, and associated labor and warehouse fees. (As fedex will not refund us for the shipping out to you or the refusal shipping cost back)
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. As long as the company stands by their word I accept the resolution. I do have to make a correction to what the company stated and that relates to pictures. Both my son and I have sent pictures to them as requested. They did send [redacted] to pick up the box. I am still waiting for a full credit. I am still very disappointed with the customer service received from this company and will next purchase from them again.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 6, 2017/02/03) */
I, [redacted], submitted a complaint against Hi-Fi Sound Connection earlier this afternoon. After filing the complain, and the threat of a Revdex.com complaint, the company has since issued me a refund. The complaint can be removed.
[redacted]
Initial Business Response /* (1000, 5, 2016/12/19) */
Hello [redacted],
We do apologize for the inconvenience experienced on this order. We completely understand where you are coming from and would like to help clarify on a few things.
This Order was recently placed and a refund was requested on...
the 15th of Dec. Our Agent on the phone had informed you that it would process and take 24-48 hours for you to see the refund. No refund was EVER refused, and there would be no such reason to refuse a refund. We have checked our call records and it does show that the agent did try calling you back directly.
Two agents informed you that the refund was processing and you choose to believe otherwise. This is a 1 day time frame, and we had offered to contact the manufacturer for updates (or anything else other than refund processing). We had not had to chance to even ship the order before you had requested to cancel (our ETA on checkout showed after Christmas ETA)
It was refunded via Transaction ID: [redacted] Payment Method: [redacted] Amount: USD ([redacted]) Customer Name: [redacted] We have emailed you confirmation as well.
As stated on the phone discussions it will take a couple business days for it to appear back on your card. We have never refused, delayed, or told you otherwise. We are willing to provide the record calls with you stating such.
Please keep in mind things can take 1-2 days and we ask that a little patience with the process. It is a Hectic time with christmas but we are committed to a positive experience.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I selected NO is because Hi Fi Sound Connection's follow-up response to my complaint was ENTIRELY untruthful and I do not accept or agree with this business' response. For one, this scamming business was never concerned about me being inconvenienced because I should have never had to call FIVE (5) days to keep begging and pleading for my refund. Secondly, when I called on Monday, December 19, 2016 at 8:30 am CST and spoke with [redacted] (again) he verbatim told me that my refund is still processing with the "billing" department and he has NO WAY of calling them to check on the status. In Hi Fi Sound Connection's response, it states that my refund was requested on Thursday, December 15, 2016. So, if my refund was requested on this day then why didn't I receive an e-mail informing me that my refund request had been completed??? Well, what a coincidence on Monday, December 19, 2016 at 1:04 PM, I received an e-mail from Revdex.com stating that my complaint was forwarded to Hi Fi Sound Connection and at EXACTLY 1:24 PM (20 minutes later) on the same day I received an e-mail from Hi Fi Sound Connection stating that my refund request has been processed and I should receive a credit back to my [redacted] card within 2 to 3 days. So, in all essence, if Revdex.com did not contact Hi Fi Sound Connection I would have NEVER received my refund. Hi Fi Sound Connection's response stated that my refund request was requested on Thursday, December 15, 2016 - so if this was the case then why I did not receive an e-mail confirmation on this day informing me of this and why I did not receive my refund back to my credit card on Monday, December 19, 2016? Well, I know why....because Hi Fi Sound Connection WAS NOT and DID NOT have any intentions on refunding me back my money. If it was not for Revdex.com promptly and efficiently taking care of this matter for me, I would still be calling Hi Fi Sound Connection begging and pleading for this scamming business to refund me my money back. I cannot THANK Revdex.com enough for helping me with matter because consumers such as me are being scammed repeatedly out of their hard-earned money while businesses like Hi Fi Sound Connection think it is all fun and games to commit dishonest practices as such. So, again...THANK YOU, THANK YOU, THANK YOU Revdex.com for immediately reviewing my complaint and assisting me with this matter. I ask that Revdex.com post my complaint on the Revdex.com Website so that other consumers are aware of Hi Fi Sound Connection's deceitful business practices. I do not want another consumer to be a victim of fraud. Everything that I have said can be proved truthful by the recorded phone calls from Hi Fi Sound Connection. Thanks to Revdex.com - this nightmare is over as I am no longer dealing with emotional distress from this business. I will always keep in the back of my mind how I was victimized by Hi Fi Sound Connection!
Final Business Response /* (4000, 9, 2016/12/21) */
The customer has been fully refunded, and it has been processing. As stated in the Revdex.com message, we had emailed the customer a confirmation of such which is the same information provided to the customer over the phone.
The buyer called multiple times and was told the refund was processing multiple times. Calling 5 times in the same day does not make their bank process the refund faster unfortunately.
This timeline took place within 24 hours, and would have received the same regardless. We have never once refused a refund, and have stated to the customer multiple times that one was processing. The timeline of 18th-19th, is no where near 5 days.
Regardless we do ask that you work with us and glad this has been resolved. We are not sure why the customer is assuming the worse when everything we show and tell the customer is the direct opposite. We'd understand if weeks, or months down the line, but 24 hours is normal processing time for a refund.
We are happy to help provide any other information and glad this was resolved for the customer.
Final Consumer Response /* (2000, 12, 2016/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only reason why I have selected "Yes" to Hi Fi Sound Connection's resolution is because I have received a full refund. Hi Fi Sound Connection is NEVER going to admit to its unethical business practices against consumers because this is its livelihood. Hi Fi Sound Connection - according to Galatians 6:7-9 KJV bible - you are going to reap what you sow. Fraud is a serious sin because it is included in the Ten Commandments of the bible.
This is not accurate. I received the product around 4 days after ordering it on May, 14, 2017 and contacted the company the same day the package arrived because of several issues. Part of the problem was the wiring harnesses were incorrect as they stated but also the front speakers would not fit the door panel without cutting the plastic. When I called and told them about this they initially they told me I must have made a mistake and tried to sell me wiring harness adapters (which would have also been incorrect from what I could see in the description picture). I photographed the original factory speakers as well as the new ones to demonstrate that they were incorrect despite confirming the make, model and year of my vehicle which matched the description on their website. Eventually, after being placed on hold multiple times for close to an hour they did send an RMA but refused to pay for return shipping even though the receipt that clearly states they would make the purchase right at no cost to me and to contact them if there was a problem before leaving a negative review. They were aware of my email address because I was on the phone when they sent the RMA and I acknowledged I had received it but had to call back when I realized there was no shipping label. It was at this time that they also pointed out that their return policy states I would be subject to restocking and return shipping fees, completely contrary to what my receipt stated. I told them this was unacceptable and unless the mistake was mine but I should not have to buy extra parts or cut out door panels for a speaker set that was advertised as an OEM factory replacement. Their return policy in fine print is quite different than what was listed on my receipt. It was at this point after two telephone calls and being deliberately disconnected from a chat line, and not before, that I contacted [redacted] to dispute the charges. (May 19, 2017) I was instructed by [redacted] that my account was credited pending investigation of this issue and to wait to hear back from them before doing anything, which is exactly what I did. Approximately 2 1/2 weeks later I received a letter stating the charges were reinstated because I had not returned the product. (June 5, 2017) I immediately called the credit card company and explained why this was the case and that I was following the instructions provided in a letter by [redacted] to wait and hear from them pending the outcome of the dispute. The vendor absolutely aware that this charge was being disputed and [redacted] actually sent me documentation of their communication with the vendor. In a three way recorded telephone call with [redacted] and the vendor, I was eventually told that they would go against their policy send an RMA with a shipping label, as if they were doing me a favor. (June 12, 2017) They were fully aware of why the product had not been returned and this was once again reiterated during that conversation. By this time I had researched this company and found they have a long history of this type of business ethic and was not interested in store credit or purchasing anything else from them and stated that I was only interested in a refund but did not want store credit. The customer service rep wasn't sure if he could make that promise so I asked to speak to a supervisor but was denied that option stating they were too busy. I received an email within the next week stating that my package was returned and that they were processing my account. (June 20, 2017)I told them I did not want a store credit. A week later I received an email that my order was in transit and would arrive shortly. (June 30, 2017) I was confused and called to report I had not ordered anything and was told the email had been mistaken and they were still processing my request. Apparently they were using a third party contractor and mistakes had been made regarding my order.I waited an additional couple of weeks and contacted them again stating I had not heard anything.( July 12th, 2017) Within a day (July 13th, 2017) I received an email stating they had processed my claim and that I had been given credit but they would not refund my credit card account because I waited too long.Once again I contacted them and told them I would continue to pursue this and at that point first considered contacting the Revdex.com.(July 14th, 2017) They were notified of my intentions and sent another letter implying that they had gone out of their way to accommodate me and tried to blame my misinterpretation of events leading up to this point. I attempted to call the person listed on the Revdex.com site on two occasions as well as copied him and the CEO. In my last email I informed them of exactly what I was going to do before I proceeded and that is what I have done. Late last week I sent 15 pages of documentation to the credit card company (July 19th, 2017)showing the pathway of how I proceeded and was told 2 days ago (July 31, 2017) that my case has been settled and my credit card has been credited permanently at this point. I told them I hope they didn't just settle with this company because they have their product back and the only funds they are out is the shipping cost for the return which should have been covered by them in the first place. They have cost me hours of time and frustration as well as the credit card company, Revdex.com and I suspect themselves. My only intention in filing this complaint is to help shed light on what appears to be their standard business practice. They have literally thousands of complaints against them outside of Ebay where they maintain a good reputation, which is how I found them in the first place. I had no reason to suspect problems from their positive reviews online on Ebay but once this happened and I researched them from a different angle a definite pattern emerges and there are literally thousands of complaints and horror stories that are quite similar to mine. While their letters try to deflect the problem back to the purchaser and appear to be cooperative and conciliatory , hopefully a neutral third party can look at the evidence I am providing in my attachments and one can judge for themselves whether their response is credible. Thanks for your time From: ** <[redacted]@hotmail.com> Sent: Saturday, June 24, 2017 7:12 AM To: [redacted]@hifisoundconnection.com Subject: Re: Re: No RMA? Good morning..Thanks for the update on my return..I would like to have the $79.95 balance refunded please.. If possible it can just go back on the credit card...Thanks ** From: [redacted]@serv-10942.hifisoundconnection.com <[redacted]@serv-10942.hifisoundconnection.com> on behalf of [redacted]@hifisoundconnection.com <[redacted]@hifisoundconnection.com> Sent: Tuesday, June 20, 2017 6:32 PM To: [redacted]@hotmail.com Subject: Re: Re: No RMA? We have receive the returned item, let us know whether you want a refund or replacement so we can proceed. For the time being, you have a store credit of $79.95 which doesn't expire and can be use by emailing us back or calling us anytime. Thank you!-------------------------------------------------this is my response after I received the email saying they would not credit my account...I initiated this contact after not hearing back from them after the June 20th email stating they had received my product and requesting what I wanted to do about my refund From: ** <[redacted]@hotmail.com> Sent: Thursday, July 13, 2017 12:21 PM To: [redacted]@hifisoundconnection.com Subject: Re: Re: Re: Re: No RMA? This is uncceptable!!I contacted hifisoundconnection within days of ordering these items and notified the company that these were not as described. The parts were incorrectly advertised as factory OEM replacements and the wiring harness was not the same (nor was the adapter harness they tried to sell me). When the company could not replace the items with the correct ones I requested an RMA and asked to cancel the order. I was then advised I would be subject to shipping fees and restocking fees despite assurances that this would be made right. It was not!! I eventually contacted the credit card company and was advised to do nothing until they contacted me and they put a hold on the purchase. After several weeks I was contacted and told that the order needed to be returned before the procedure could continue and my card was once again charged for the purchase I was eventually given an RMA and returned the product and reiterated that I wanted a refund and assumed this would be handled. A couple of weeks ago I received another email saying my shipment was on the way. When I called regarding this I was told it was in error and my refund was in process..Now I am told it has been too long for a refund so I have a store credit...really??? I have tried from the very first day I received this to get it resolved and have wasted hours with this company.I do not want a store credit!!!!! I want 100 percent of my money credited back to the card.Please go back to the recorded phone conversations, emails, chatrooms or whatever you need to do to verify what I am saying, but I am not going to go away until this is made right. --------------------------------------------------This is the attachment that was included along with the original RMA that was sent to me...This is where they told me I would be subject to a restocking fee and responsible for return shipping, contrary to what was listed on my receipt included in a previous email...This is the reason I eventually disputed the charges From: [redacted]@serv-10942.hifisoundconnection.com <[redacted]@serv-10942.hifisoundconnection.com> on behalf of [redacted]@hifisoundconnection.com <[redacted]@hifisoundconnection.com> Sent: Friday, May 19, 2017 7:27 AM To: [redacted]@hotmail.com Subject: HiFiSoundConnection: Return #[redacted] Was Authorized Dear [redacted], Return #[redacted] is authorized. All returns are subject to our return policy, you can view our policy by clicking here. Now that your return has been authorized, please carefully read the following: [redacted]IMPORTANT[redacted] Please Print this out and include it inside the package, To expedite your return please ship via FedEx service. Using any other service will add a 1-2 day delay to your return's processing time. This is not required as you are welcome to use any service. Please do not use Packing peanuts. [redacted]FOR REFUNDS & EXCHANGES ONLY[redacted] When you ship the order back to us you need to ship us back everything that was included with the product, this may include but isn't limited to the original box, any paper work, and any parts associated with the product. If the original item package box is not included YOU WILL BE charged a 35.00 dollar flat fee for replacement(s)/repair. If sending a package back for refund you MUST include the original box or the item will be sent back to you or a 50% restocking fee will apply. [redacted]FOR WARRANTY REPLACEMENT ONLY (DEFECTIVE ITEMS)[redacted] When you ship the order back to us you need to ship us back everything that was included with the product, including any accessories, or parts associated with the product. You do NOT have to include the original box or packaging the item came in. [redacted]FOR WARRANTY REPLACEMENT / DAMAGED LOADED ENCLOSURES (SUB BOX PACKAGES)[redacted] -If your subwoofers are blown within the box, please remove and only ship us the defective subwoofer(s). DO NOT send the entire enclosure when only the subwoofers are damaged or blown. -If your subwoofer box arrives damaged, but the subwoofers look undamaged, please remove the subwoofer(s) from the enclosure. Instead of sending the entire package again we will most likely send a replacement enclosure to ensure it gets delivered without damage the second time. The address you should ship to is listed below: HiFi Soundconnection [redacted] NIXA, MO 65714 Phone: [redacted] The Issued RA number is good for a 30 day period. Please include this sheet and barcode inside the package:
Initial Business Response /* (1000, 5, 2017/03/23) */
Hello [redacted],
First off we do apologize for he inconvenience, as we do see you have multiple orders and beyond the order in question these have all shipped same day with tracking numbers provided. We have reviewed the calls and would be...
happy to provide the transcripts but we did not see any rudeness or reluctance to cancel. Merely asking if you were interested in waiting or swapping (We don't see how this is an evil thing to ask?)
We have cancelled the purchases and the money was refunded back to you via transaction id 9WXXXXXXXXXXXXXXK and 5UWXXXXXXDXXXXXXL for the FULL amount. Please note that you did place the order and funds are taken out when placed. We have no ability or access to charge you card beyond what you charge it for. The order was cancelled IMMEDIATELY when asked.
If you are still seeing any charges they are likely due to pre-authorized holds, pending transactions, or sitting in your paypal balance. Because this order was placed by you, and funds returning will need to go through the same authorization process as a normal transaction and may not appear for a couple days, but you will see it as a pending transaction.
We ask that you please allow us a little patience as this was cancelled out immediately when asked.
Initial Consumer Rebuttal /* (2000, 8, 2017/03/24) */
Issue has been resolved thanks to paypal. I have been refunded the full amount as I was found to be in the right. Take my advice and avoid Hifisound at all costs!
Initial Business Response /* (1000, 5, 2016/05/19) */
Hello [redacted],
We do apologize about your inconveniences and would like to make a couple comments regarding the overall situation.
Certain items are in stock at the manufacturer's location and the items will be sent out or ordered...
on demand when notified. Just like in this situation we had informed you the same day you had purchased. The scenario you described with Paiste is correct in that only 1 of the set of Cymbals was correct.
We contacted them with the serial number you provided us same day, and requested they send out a new one immediately to us. In which they did. By the time of your next contact, we had sent out the missing top cymbal as the cymbal had just arrived to us. These were straight from the Manufacturer, so we do not see how it would ever be possible to be used Cymbals.
The first Damaged cymbal you received was inspected by us and we found no damage. The 2nd Cymbal was returned with minor damage. The Third Cymbal was sent out May third, we were notified of the damage on Apr 13th And through chat at this time had insisted for a replacement.
All through this time we had scheduled (at our cost) Fedex Pick ups from the buyer location back to us.
It would be silly for us to gain anything by this when we spend $15-20 one way for each shipment. The total on these orders on shipping alone is over $100, all profit on any of this purchase is lost at this point and there is nothing to gain other than the customer's satisfaction, which we have tried to do everything in our power here.
All damages were picked up immediately for replacements, and all issues were dealt with same day we were notified. The only delays had come from the manufacturer which were clearly expressed to the Customer. We were not notified of his refund request until after the replacement was sent.
The customer did not call in or escalate to a manager.
If the customer wants to return the Cymbal received we will refund the price of the cymbal in full on receipt.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern,
I also want to make a couple of comments regarding overall situation.
1) missed Paiste cymbal has been sent to me after 4 (four) calls to your customer support and several emails written to you. The cymbal has been sent on April, 14th after I had sent links to your customer support on April 13th showing that you have this cymbals in stock (it was written on your website and ebay store "more than 10" in stock - I have screenshots and can prove it), and you customer service have been trying to convince me that you don't have it for the whole month and for 1 hour during chat on April 13th!
2) I also have photos of the first cymbal, showing all the damage it had. I don't understand how you didn't see it. I can send you this photos for the third time already to avoid you getting the new angry customer who will receive this damaged cymbal.
3) 2nd cymbal with minor damage? You can contact Paiste and ask them how this "minor" damage can lead to a totally cracked cymbal after just few rehearsals. It's was a defective cymbal as well. I also have photos and can send it to you.
4) Yes, I've been waiting for FedEx pickups 2 times and each time for almost one week. My wife spent time sitting at home and waiting for this pickups! Totally almost 2 weeks!
5) Yes. It is silly. I also don't understand you. I also don't have plenty of time to spend it for talking about such terrible problems. What to discuss here? I've paid you money and you've sent me 3 (THREE!!) defective cymbals!
6)Didn't call? Do you need prints from my wireless company proving how many hours I've spent speaking with your customer service who even doesn't know that hi-hat consists of 2 cymbals! I even had to prove it and to explain it to you! Maybe they are professionals but definitely not at musical instruments. I know what I'm talking about. I have 15+ years experience in this industry.
7) And please don't tell me about "same day service". If it will be so.. I won't get my last cymbal 2 months after I've placed an order.
Worst experience of the whole lifetime.
8) Please contact me by email and arrange FedEx pickup. I will pack this cymbal and will send it to you (or if you want you can send me a prepaid label and I can drop it off at FedEx location) in order to get a full refund for this defective product as you have promised.
Again. I want to state that I have all screenshots, photos, emails and I can prove everything I wrote above. Just let me know if you need it.
Thank you.
Initial Business Response /* (1000, 5, 2016/03/11) */
Hello [redacted],
The restocking fee is charged because the item is being returned for a refund. Your refund total will be 799.984.
We will be happy to process this for you, However we can not with a chargeback initiated. If this is...
acceptable, we will post the transaction ID of the refund confirmation back to you.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Greetings, I dont understand, there aren't any chargebacks pertaining to my account. This is not going anyhwere I called Hifisound connection once again on Friday and one has emailed nor returned my call. If you can please contact me at XXX-XXX-XXXX.
Final Business Response /* (4000, 9, 2016/03/17) */
Hello [redacted],
We have spoken to you over the phone. We have refunded this payment with the 20% restocking fee as agree'd via
Transaction Confirmation
Transaction XXXXXXXXXX has been successfully ACCEPTED by the system.
Below is a summary:
Transaction ID: XXXXXXXXXX
Payment Method: XXXX7821
Amount: USD (799.90)
Customer Name: [redacted]
This will take a few days to show up on your account (24-72 hours) but you should see it shortly. If there is anything we can do to help, please reach out and call us.
Thank you.
Final Consumer Response /* (2000, 11, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt response to the matter.
That is correct, this was advertised for the standard setup replacement. Not the JBL system.
We have refunded you regardless to your paypal account via trans id
[redacted]
Please let us know if you have any other concerns.
Thank you,
Initial Business Response /* (1000, 5, 2015/09/28) */
The buyer has been fully refunded via
***Sep 25, 07:59:
We had offered the buyer a full refund or an upgrade to the next highest modelThe buyer has opted for a refund and it should show on the buyer's
*** account at this time!
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The real issue here is the restocking fees this company charges for an item they dont even have the return policy is on a real fine print and is very confusing for the average consumer
how is this legal on any way, this company have thousands of dollars listed wort of inventory but actually has no items in stock when I comes down to send the item they request for more money for upgrade or restocking fees if you refuse I really dont see how they got away with this for so long and with so many innocent consumers
Final Business Response /* (4000, 9, 2015/09/30) */
You had received a full refund, A restocking fee is charged for when an item is returnedIf an item is purchased and returned backThere are many companies that charge restocking fees, as it helps cover shipping fees, labor, and transaction fees
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I got a full refund you're right I got it after you fail different attempts to collect from me but looking at your reviews and feedback from different customers you got away with this multiple times
I still have the text messages from Mat where he`s requesting more money for an update or can be charged with restocking fees if I disagree , in mot here to make this personal I just want to let this organization know your business practice and how unfair the consumer is getting scammed
Complaint: *** I am rejecting this response because:Not surprisingly out of the pictures I sent, you chose the ones that make you look the least like incompetent criminalsAlso, you NEVER said you would pay for the return shipping - I am still waiting - and getting a straight answer from you is a lost causeI have requested several times for a pre-paid label I can stick on this box to send back to you yet you continue to refuseI have asked for a guarantee that you will not charge me a restocking fee for your mistakes yet I am still waitingI have asked that you will give me a full refund upon receipt of this box assuming I ever get that lable - I am still waitingI have asked for you to confirm that you will not try to withhold the money for the wiring kit I paid for that was omitted from the box - I am still waitingYou sent a box without everything I paid for, items represented as new which clearly aren't (unless your new items are dirty/chipped/scratched/defective), electronic equipment you can see through the box that has no protection whatsoever and it doesn't even fit in the vehicle I have that you state online and sales staff reiterated it fits in. What's even worse is that after a lengthy conversation with ***, I've come to find out that you are trying to file this under a damaged shipping claim of which is the responsibility of *** when you know *** well that is not the case or what I claimed and showed when I contacted youYou are a joke of a company evidenced by every single piece of info that can be found about you onlineTrying to fleece *** for a damaged box just tops it off really.Unfortunately for me I may be hosed on this one and that is a lesson learnedUnfortunately for you, there is no way you can hide from your shady business history, total lack of quality control, dishonest conduct and well documented failure as a businessI am asking for the Revdex.com to I have files the appropriate complaint with the Consumer Fraud Protection Division and AG's office in Missouri and will do everything I can to shed light on yoiur
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/07) */
It looks as you have been dealing with customer service with this issue alreadyAnd on the same day you opened this complaint you chose to use store credit for the returned item and purchase a brand new oneWhich that order is due to ship out
today
Hello [redacted], We do apologize for the inconvenience, and we do ask that you please contact us prior to any escalation claim. You had not contacted us in regards to this order and we would love any opportunity to resolve these claims.On your first purchase with us on March 18th, you had...
received a "Defective" amplifier. We had set up a return authorization for your return. We did not receive your amplifier til Apr 15th, our replacement was sent out, apr 15th. On the damage box you are referring to, you had called on on Feb 12th to set up a return stating that the subwoofers were blown, we had set up a prepaid call tag to pick up the damage from you. On Feb 22th we had only received (1) subwoofer back. Why complain about receiving 1 replacement subwoofer back when you had only sent us 1 item to replace out? UPS tried 4 times to pick up the package from you and was not "Ready". All of our items are sold NEW, and these are large and heavy items. They can frequently weight up to 100 lbs and shipping can be risky when prebuilt packages are handled to UPS. We take steps to avoid and minimize all damage we can, as it is only a cost to our business. We are again happy to set up a return for replacement or refund, and we would have done the same if contacted. We will set up a damage call tag now and once returned we will send a replacement out to you. If you would like to return for a refund, just let us know and we will refund on delivery as well. UPS should be by tomorrow (As of this writing). Thank you,
Initial Business Response /* (1000, 5, 2016/07/05) */
Full refund was issued back to the customer.
Transaction XXXXXXXXXXX has been successfully ACCEPTED by the system.
Below is a summary:
Initial Consumer Rebuttal /* (2000, 7, 2016/07/14) */
(The consumer indicated he/she...
ACCEPTED the response from the business.)
The Refund was finally applied back to my credit card.
Initial Business Response /* (1000, 5, 2016/12/28) */
Hello [redacted],
We do apologize for the delay and have sent you a direct email in regards to the refund request.
We have refunded you back via
Transaction Confirmation
Transaction XXXXXXXXXXX has been successfully ACCEPTED by the...
system.
Below is a summary:
Transaction ID: XXXXXXXXXXX
Payment Method: XXXX[redacted]
Amount: USD (129.81)
Customer Name: [redacted]
You should see it appear on your account within a few business days.
We have waived the restocking fee due to the delay and apologize that this was missed. We had received the product less than 1 month ago, but our timeframe for refunds are generally 2-3 business days. We would be happy to offer you a discount on any future order, please call in and reference your name/order number and we would be happy to apply it.
Complaint: [redacted]
I am rejecting this response because:
This is not accurate. I received the product around 4 days after ordering it on May, 14, 2017 and contacted the company the same day the package arrived because of several issues. Part of the problem was the wiring harnesses were incorrect as they stated but also the front speakers would not fit the door panel without cutting the plastic. When I called and told them about this they initially they told me I must have made a mistake and tried to sell me wiring harness adapters (which would have also been incorrect from what I could see in the description picture). I photographed the original factory speakers as well as the new ones to demonstrate that they were incorrect despite confirming the make, model and year of my vehicle which matched the description on their website. Eventually, after being placed on hold multiple times for close to an hour they did send an RMA but refused to pay for return shipping even though the receipt that clearly states they would make the purchase right at no cost to me and to contact them if there was a problem before leaving a negative review. They were aware of my email address because I was on the phone when they sent the RMA and I acknowledged I had received it but had to call back when I realized there was no shipping label. It was at this time that they also pointed out that their return policy states I would be subject to restocking and return shipping fees, completely contrary to what my receipt stated. I told them this was unacceptable and unless the mistake was mine but I should not have to buy extra parts or cut out door panels for a speaker set that was advertised as an OEM factory replacement. Their return policy in fine print is quite different than what was listed on my receipt. It was at this point after two telephone calls and being deliberately disconnected from a chat line, and not before, that I contacted [redacted] to dispute the charges. (May 19, 2017) I was instructed by [redacted] that my account was credited pending investigation of this issue and to wait to hear back from them before doing anything, which is exactly what I did. Approximately 2 1/2 weeks later I received a letter stating the charges were reinstated because I had not returned the product. (June 5, 2017) I immediately called the credit card company and explained why this was the case and that I was following the instructions provided in a letter by [redacted] to wait and hear from them pending the outcome of the dispute. The vendor absolutely aware that this charge was being disputed and [redacted] actually sent me documentation of their communication with the vendor. In a three way recorded telephone call with [redacted] and the vendor, I was eventually told that they would go against their policy send an RMA with a shipping label, as if they were doing me a favor. (June 12, 2017) They were fully aware of why the product had not been returned and this was once again reiterated during that conversation. By this time I had researched this company and found they have a long history of this type of business ethic and was not interested in store credit or purchasing anything else from them and stated that I was only interested in a refund but did not want store credit. The customer service rep wasn't sure if he could make that promise so I asked to speak to a supervisor but was denied that option stating they were too busy. I received an email within the next week stating that my package was returned and that they were processing my account. (June 20, 2017)I told them I did not want a store credit. A week later I received an email that my order was in transit and would arrive shortly. (June 30, 2017) I was confused and called to report I had not ordered anything and was told the email had been mistaken and they were still processing my request. Apparently they were using a third party contractor and mistakes had been made regarding my order.I waited an additional couple of weeks and contacted them again stating I had not heard anything.( July 12th, 2017) Within a day (July 13th, 2017) I received an email stating they had processed my claim and that I had been given credit but they would not refund my credit card account because I waited too long.Once again I contacted them and told them I would continue to pursue this and at that point first considered contacting the Revdex.com.(July 14th, 2017) They were notified of my intentions and sent another letter implying that they had gone out of their way to accommodate me and tried to blame my misinterpretation of events leading up to this point. I attempted to call the person listed on the Revdex.com site on two occasions as well as copied him and the CEO. In my last email I informed them of exactly what I was going to do before I proceeded and that is what I have done. Late last week I sent 15 pages of documentation to the credit card company (July 19th, 2017)showing the pathway of how I proceeded and was told 2 days ago (July 31, 2017) that my case has been settled and my credit card has been credited permanently at this point. I told them I hope they didn't just settle with this company because they have their product back and the only funds they are out is the shipping cost for the return which should have been covered by them in the first place. They have cost me hours of time and frustration as well as the credit card company, Revdex.com and I suspect themselves. My only intention in filing this complaint is to help shed light on what appears to be their standard business practice. They have literally thousands of complaints against them outside of Ebay where they maintain a good reputation, which is how I found them in the first place. I had no reason to suspect problems from their positive reviews online on Ebay but once this happened and I researched them from a different angle a definite pattern emerges and there are literally thousands of complaints and horror stories that are quite similar to mine. While their letters try to deflect the problem back to the purchaser and appear to be cooperative and conciliatory , hopefully a neutral third party can look at the evidence I am providing in my attachments and one can judge for themselves whether their response is credible. Thanks for your time [redacted]
Sincerely,
[redacted]
Hello, We have reached out to [redacted] directly and have refunded his payment in full and have come to an amicable solution. This took place last week and [redacted] has confirmed receipt of refund. Thanks,
[redacted]The buyer here had contacted on the 9th (less than a week ago) stating that his items were delivered damaged. Unfortunately damage does occur and we do our best to deal with it immediately when it occurs. We had asked the buyer for pictures of the damage to see the scope of the...
damage and to start the damage claim process with [redacted] for the customer.The customer demanded a refund IMMEDIATELY (without sending the product back) and had kept arguing with us. We had offered the customer a FREE pickup request at his location, but the buyer had refused stating he wanted a refund before sending the items back. This is not only fishy, but is no where near the standard process of any online company. We are more than happy to take care of the customer. We filed the FREE pickup request via [redacted] Tag claim [redacted]. We have told the customer that the item will be refunded on receipt. As an online company, it will be frequent that we will receive different goods or even bags of rocks from what customers say they send us. The pictures do not justify any sort claims the buyer is stating against the product or shipping process. There is zero evidence of being used, as all items we sell new are new. The customer ordered a package system that requires our warehouse to pre build the package for the customer. IF the customer requested we could have shipped the two items in retail boxes. We pre build packages for free when the customer purchases the package, to save time on the install for the customer.The buyer has been responded back to on every email within hours, and he has called in and reached our agents on less than 1 miniute hold times. There has been ZERO run around, and we have said every time that we will pick the package up for FREE and provide a refund on receipt. Attached are pictures of the damage the customer received. You can see the customers claims are GROSSLY exaggerated. The damage on the corner is likely due to being dinged during shipping, and a top view essentially shows no damage to the other box inside (in which the expensive item was double boxed). We are happy to refund the customer once the products are received, we are happy to schedule another FREE pickup for the customer. The label the customer is asking is provided with the [redacted] driver and is put on the box for retrieval back to us. For Damage claims, [redacted] inspects the package as they return it back to us.
Hello [redacted], We do apologize for the hassle and the package that was received. We do not have much control over the UPS shipping process once it leaves our facility but during the holidays UPS does ramp up temporary hires and there is a slight increase in damages. All of our...
shipments are insured and easily replaced out with no hassle!We are looking through our system and we only see 1 email was received at Jan 11 7:39am, and was replied to at Jan 11th 8:17am. (attached)You had also called in at Jan 17th 1:59 PM CST, and was answered by our Agent Ruth who scheduled a pick up at no charge to you for a return back to our location for refund.We see no other records of any other contact to our business. All contacts received were responded to almost immediately and taken care of?The item is currently scheduled for pickup via UPS claim number [redacted] and the agent had informed you that due to the snowstorm this may be delayed for pick up. Once the item is received back to our location it will be refunded, and this was explained via phone the phone conversation as well. Never once have we not responded back to any of your messages to us, and all have been responded to in less than an hour.We do apologize for the inconvenience as we understand exactly what it feels like to receive damage goods. We do our best to pack all items to ensure they arrive in perfect condition, but UPS and holidays add other variables into the mix. We keep strong records on our damages as this is 4x loss in shipping in addition to the product for us as well. We have lower than industry rates for damages and we can always do better.Thank you and please contact us if anything else.
Initial Business Response /* (1000, 5, 2016/11/07) */
Hello [redacted],
We do apologize for the inconvenience, this item was incorrectly marked in our system as a non-frieght item but happened to need to go freight. This is an error we are fixing immediately. The item itself to a residental would have...
cost near $*XX-XXX for delivery, we were taking the cost of the item in consideration. Including fees and labor cost, we would have been losing money on the order (w/ the [redacted] This was unfortunately the minimum, and we agree that a refund is likely the best option. We do apologize for the issue and the mistake and we want to make sure we take care of it ASAP. We have been in communication with you, almost daily about the solution you would like to go through. We have refunded your payment
[redacted] gives no confirmation but it should reflect on your order page now " This order was refunded.
Refund of [redacted] was completed on 11/07/2016
"
Initial Consumer Rebuttal /* (2000, 7, 2016/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/03/29) */
Hello,
We do apologize for the inconvenience, we had called you and asked if you would like this to be resent but had requested a refund. A refund is inclusive of the 20% restocking fee, because of the large amount of the purchase, signature...
is required. If a package is sent without signature the insurance claims will only go up to $100 if lost or damaged. Which I am sure neither of us would like to cover the remaining portion of.
According to your tracking number
https://www.fedex.com/apps/fedextrack/?tracknumbers=XXXXXXXXXXXX&language=en...⇄ /> The item was out for delivery on 2/17, attempted again on 2/18, again on 2/19, again on 2/20, and was finally returned back to us on 3/05. During this entire process we were not contacted or called once. This is a time span of over 2 weeks. We apologize you could not make arrangements with Fedex, but without us being contacted, there is not much we can do there. Fedex had kept the package for over 2 weeks.
There was no special requirements on the package, only signature. Fedex will allow you to pick it up at their location, however you may of had the wrong location. Preferably we would have liked to be called either way.
Unfortunately, since we did call and request if you would have liked us to resend the package but had choose a refund, a 20% restocking fee is charged. Generally this covers our cost of shipping, and associated labor and warehouse fees. (As fedex will not refund us for the shipping out to you or the refusal shipping cost back)
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. As long as the company stands by their word I accept the resolution. I do have to make a correction to what the company stated and that relates to pictures. Both my son and I have sent pictures to them as requested. They did send [redacted] to pick up the box. I am still waiting for a full credit. I am still very disappointed with the customer service received from this company and will next purchase from them again.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 6, 2017/02/03) */
I, [redacted], submitted a complaint against Hi-Fi Sound Connection earlier this afternoon. After filing the complain, and the threat of a Revdex.com complaint, the company has since issued me a refund. The complaint can be removed.
[redacted]
Initial Business Response /* (1000, 5, 2016/12/19) */
Hello [redacted],
We do apologize for the inconvenience experienced on this order. We completely understand where you are coming from and would like to help clarify on a few things.
This Order was recently placed and a refund was requested on...
the 15th of Dec. Our Agent on the phone had informed you that it would process and take 24-48 hours for you to see the refund. No refund was EVER refused, and there would be no such reason to refuse a refund. We have checked our call records and it does show that the agent did try calling you back directly.
Two agents informed you that the refund was processing and you choose to believe otherwise. This is a 1 day time frame, and we had offered to contact the manufacturer for updates (or anything else other than refund processing). We had not had to chance to even ship the order before you had requested to cancel (our ETA on checkout showed after Christmas ETA)
It was refunded via Transaction ID: [redacted] Payment Method: [redacted] Amount: USD ([redacted]) Customer Name: [redacted] We have emailed you confirmation as well.
As stated on the phone discussions it will take a couple business days for it to appear back on your card. We have never refused, delayed, or told you otherwise. We are willing to provide the record calls with you stating such.
Please keep in mind things can take 1-2 days and we ask that a little patience with the process. It is a Hectic time with christmas but we are committed to a positive experience.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I selected NO is because Hi Fi Sound Connection's follow-up response to my complaint was ENTIRELY untruthful and I do not accept or agree with this business' response. For one, this scamming business was never concerned about me being inconvenienced because I should have never had to call FIVE (5) days to keep begging and pleading for my refund. Secondly, when I called on Monday, December 19, 2016 at 8:30 am CST and spoke with [redacted] (again) he verbatim told me that my refund is still processing with the "billing" department and he has NO WAY of calling them to check on the status. In Hi Fi Sound Connection's response, it states that my refund was requested on Thursday, December 15, 2016. So, if my refund was requested on this day then why didn't I receive an e-mail informing me that my refund request had been completed??? Well, what a coincidence on Monday, December 19, 2016 at 1:04 PM, I received an e-mail from Revdex.com stating that my complaint was forwarded to Hi Fi Sound Connection and at EXACTLY 1:24 PM (20 minutes later) on the same day I received an e-mail from Hi Fi Sound Connection stating that my refund request has been processed and I should receive a credit back to my [redacted] card within 2 to 3 days. So, in all essence, if Revdex.com did not contact Hi Fi Sound Connection I would have NEVER received my refund. Hi Fi Sound Connection's response stated that my refund request was requested on Thursday, December 15, 2016 - so if this was the case then why I did not receive an e-mail confirmation on this day informing me of this and why I did not receive my refund back to my credit card on Monday, December 19, 2016? Well, I know why....because Hi Fi Sound Connection WAS NOT and DID NOT have any intentions on refunding me back my money. If it was not for Revdex.com promptly and efficiently taking care of this matter for me, I would still be calling Hi Fi Sound Connection begging and pleading for this scamming business to refund me my money back. I cannot THANK Revdex.com enough for helping me with matter because consumers such as me are being scammed repeatedly out of their hard-earned money while businesses like Hi Fi Sound Connection think it is all fun and games to commit dishonest practices as such. So, again...THANK YOU, THANK YOU, THANK YOU Revdex.com for immediately reviewing my complaint and assisting me with this matter. I ask that Revdex.com post my complaint on the Revdex.com Website so that other consumers are aware of Hi Fi Sound Connection's deceitful business practices. I do not want another consumer to be a victim of fraud. Everything that I have said can be proved truthful by the recorded phone calls from Hi Fi Sound Connection. Thanks to Revdex.com - this nightmare is over as I am no longer dealing with emotional distress from this business. I will always keep in the back of my mind how I was victimized by Hi Fi Sound Connection!
Final Business Response /* (4000, 9, 2016/12/21) */
The customer has been fully refunded, and it has been processing. As stated in the Revdex.com message, we had emailed the customer a confirmation of such which is the same information provided to the customer over the phone.
The buyer called multiple times and was told the refund was processing multiple times. Calling 5 times in the same day does not make their bank process the refund faster unfortunately.
This timeline took place within 24 hours, and would have received the same regardless. We have never once refused a refund, and have stated to the customer multiple times that one was processing. The timeline of 18th-19th, is no where near 5 days.
Regardless we do ask that you work with us and glad this has been resolved. We are not sure why the customer is assuming the worse when everything we show and tell the customer is the direct opposite. We'd understand if weeks, or months down the line, but 24 hours is normal processing time for a refund.
We are happy to help provide any other information and glad this was resolved for the customer.
Final Consumer Response /* (2000, 12, 2016/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only reason why I have selected "Yes" to Hi Fi Sound Connection's resolution is because I have received a full refund. Hi Fi Sound Connection is NEVER going to admit to its unethical business practices against consumers because this is its livelihood. Hi Fi Sound Connection - according to Galatians 6:7-9 KJV bible - you are going to reap what you sow. Fraud is a serious sin because it is included in the Ten Commandments of the bible.
This is not accurate. I received the product around 4 days after ordering it on May, 14, 2017 and contacted the company the same day the package arrived because of several issues. Part of the problem was the wiring harnesses were incorrect as they stated but also the front speakers would not fit the door panel without cutting the plastic. When I called and told them about this they initially they told me I must have made a mistake and tried to sell me wiring harness adapters (which would have also been incorrect from what I could see in the description picture). I photographed the original factory speakers as well as the new ones to demonstrate that they were incorrect despite confirming the make, model and year of my vehicle which matched the description on their website. Eventually, after being placed on hold multiple times for close to an hour they did send an RMA but refused to pay for return shipping even though the receipt that clearly states they would make the purchase right at no cost to me and to contact them if there was a problem before leaving a negative review. They were aware of my email address because I was on the phone when they sent the RMA and I acknowledged I had received it but had to call back when I realized there was no shipping label. It was at this time that they also pointed out that their return policy states I would be subject to restocking and return shipping fees, completely contrary to what my receipt stated. I told them this was unacceptable and unless the mistake was mine but I should not have to buy extra parts or cut out door panels for a speaker set that was advertised as an OEM factory replacement. Their return policy in fine print is quite different than what was listed on my receipt. It was at this point after two telephone calls and being deliberately disconnected from a chat line, and not before, that I contacted [redacted] to dispute the charges. (May 19, 2017) I was instructed by [redacted] that my account was credited pending investigation of this issue and to wait to hear back from them before doing anything, which is exactly what I did. Approximately 2 1/2 weeks later I received a letter stating the charges were reinstated because I had not returned the product. (June 5, 2017) I immediately called the credit card company and explained why this was the case and that I was following the instructions provided in a letter by [redacted] to wait and hear from them pending the outcome of the dispute. The vendor absolutely aware that this charge was being disputed and [redacted] actually sent me documentation of their communication with the vendor. In a three way recorded telephone call with [redacted] and the vendor, I was eventually told that they would go against their policy send an RMA with a shipping label, as if they were doing me a favor. (June 12, 2017) They were fully aware of why the product had not been returned and this was once again reiterated during that conversation. By this time I had researched this company and found they have a long history of this type of business ethic and was not interested in store credit or purchasing anything else from them and stated that I was only interested in a refund but did not want store credit. The customer service rep wasn't sure if he could make that promise so I asked to speak to a supervisor but was denied that option stating they were too busy. I received an email within the next week stating that my package was returned and that they were processing my account. (June 20, 2017)I told them I did not want a store credit. A week later I received an email that my order was in transit and would arrive shortly. (June 30, 2017) I was confused and called to report I had not ordered anything and was told the email had been mistaken and they were still processing my request. Apparently they were using a third party contractor and mistakes had been made regarding my order.I waited an additional couple of weeks and contacted them again stating I had not heard anything.( July 12th, 2017) Within a day (July 13th, 2017) I received an email stating they had processed my claim and that I had been given credit but they would not refund my credit card account because I waited too long.Once again I contacted them and told them I would continue to pursue this and at that point first considered contacting the Revdex.com.(July 14th, 2017) They were notified of my intentions and sent another letter implying that they had gone out of their way to accommodate me and tried to blame my misinterpretation of events leading up to this point. I attempted to call the person listed on the Revdex.com site on two occasions as well as copied him and the CEO. In my last email I informed them of exactly what I was going to do before I proceeded and that is what I have done. Late last week I sent 15 pages of documentation to the credit card company (July 19th, 2017)showing the pathway of how I proceeded and was told 2 days ago (July 31, 2017) that my case has been settled and my credit card has been credited permanently at this point. I told them I hope they didn't just settle with this company because they have their product back and the only funds they are out is the shipping cost for the return which should have been covered by them in the first place. They have cost me hours of time and frustration as well as the credit card company, Revdex.com and I suspect themselves. My only intention in filing this complaint is to help shed light on what appears to be their standard business practice. They have literally thousands of complaints against them outside of Ebay where they maintain a good reputation, which is how I found them in the first place. I had no reason to suspect problems from their positive reviews online on Ebay but once this happened and I researched them from a different angle a definite pattern emerges and there are literally thousands of complaints and horror stories that are quite similar to mine. While their letters try to deflect the problem back to the purchaser and appear to be cooperative and conciliatory , hopefully a neutral third party can look at the evidence I am providing in my attachments and one can judge for themselves whether their response is credible. Thanks for your time From: ** <[redacted]@hotmail.com> Sent: Saturday, June 24, 2017 7:12 AM To: [redacted]@hifisoundconnection.com Subject: Re: Re: No RMA? Good morning..Thanks for the update on my return..I would like to have the $79.95 balance refunded please.. If possible it can just go back on the credit card...Thanks ** From: [redacted]@serv-10942.hifisoundconnection.com <[redacted]@serv-10942.hifisoundconnection.com> on behalf of [redacted]@hifisoundconnection.com <[redacted]@hifisoundconnection.com> Sent: Tuesday, June 20, 2017 6:32 PM To: [redacted]@hotmail.com Subject: Re: Re: No RMA? We have receive the returned item, let us know whether you want a refund or replacement so we can proceed. For the time being, you have a store credit of $79.95 which doesn't expire and can be use by emailing us back or calling us anytime. Thank you!-------------------------------------------------this is my response after I received the email saying they would not credit my account...I initiated this contact after not hearing back from them after the June 20th email stating they had received my product and requesting what I wanted to do about my refund From: ** <[redacted]@hotmail.com> Sent: Thursday, July 13, 2017 12:21 PM To: [redacted]@hifisoundconnection.com Subject: Re: Re: Re: Re: No RMA? This is uncceptable!!I contacted hifisoundconnection within days of ordering these items and notified the company that these were not as described. The parts were incorrectly advertised as factory OEM replacements and the wiring harness was not the same (nor was the adapter harness they tried to sell me). When the company could not replace the items with the correct ones I requested an RMA and asked to cancel the order. I was then advised I would be subject to shipping fees and restocking fees despite assurances that this would be made right. It was not!! I eventually contacted the credit card company and was advised to do nothing until they contacted me and they put a hold on the purchase. After several weeks I was contacted and told that the order needed to be returned before the procedure could continue and my card was once again charged for the purchase I was eventually given an RMA and returned the product and reiterated that I wanted a refund and assumed this would be handled. A couple of weeks ago I received another email saying my shipment was on the way. When I called regarding this I was told it was in error and my refund was in process..Now I am told it has been too long for a refund so I have a store credit...really??? I have tried from the very first day I received this to get it resolved and have wasted hours with this company.I do not want a store credit!!!!! I want 100 percent of my money credited back to the card.Please go back to the recorded phone conversations, emails, chatrooms or whatever you need to do to verify what I am saying, but I am not going to go away until this is made right. --------------------------------------------------This is the attachment that was included along with the original RMA that was sent to me...This is where they told me I would be subject to a restocking fee and responsible for return shipping, contrary to what was listed on my receipt included in a previous email...This is the reason I eventually disputed the charges From: [redacted]@serv-10942.hifisoundconnection.com <[redacted]@serv-10942.hifisoundconnection.com> on behalf of [redacted]@hifisoundconnection.com <[redacted]@hifisoundconnection.com> Sent: Friday, May 19, 2017 7:27 AM To: [redacted]@hotmail.com Subject: HiFiSoundConnection: Return #[redacted] Was Authorized Dear [redacted], Return #[redacted] is authorized. All returns are subject to our return policy, you can view our policy by clicking here. Now that your return has been authorized, please carefully read the following: [redacted]IMPORTANT[redacted] Please Print this out and include it inside the package, To expedite your return please ship via FedEx service. Using any other service will add a 1-2 day delay to your return's processing time. This is not required as you are welcome to use any service. Please do not use Packing peanuts. [redacted]FOR REFUNDS & EXCHANGES ONLY[redacted] When you ship the order back to us you need to ship us back everything that was included with the product, this may include but isn't limited to the original box, any paper work, and any parts associated with the product. If the original item package box is not included YOU WILL BE charged a 35.00 dollar flat fee for replacement(s)/repair. If sending a package back for refund you MUST include the original box or the item will be sent back to you or a 50% restocking fee will apply. [redacted]FOR WARRANTY REPLACEMENT ONLY (DEFECTIVE ITEMS)[redacted] When you ship the order back to us you need to ship us back everything that was included with the product, including any accessories, or parts associated with the product. You do NOT have to include the original box or packaging the item came in. [redacted]FOR WARRANTY REPLACEMENT / DAMAGED LOADED ENCLOSURES (SUB BOX PACKAGES)[redacted] -If your subwoofers are blown within the box, please remove and only ship us the defective subwoofer(s). DO NOT send the entire enclosure when only the subwoofers are damaged or blown. -If your subwoofer box arrives damaged, but the subwoofers look undamaged, please remove the subwoofer(s) from the enclosure. Instead of sending the entire package again we will most likely send a replacement enclosure to ensure it gets delivered without damage the second time. The address you should ship to is listed below: HiFi Soundconnection [redacted] NIXA, MO 65714 Phone: [redacted] The Issued RA number is good for a 30 day period. Please include this sheet and barcode inside the package:
Initial Business Response /* (1000, 5, 2017/03/23) */
Hello [redacted],
First off we do apologize for he inconvenience, as we do see you have multiple orders and beyond the order in question these have all shipped same day with tracking numbers provided. We have reviewed the calls and would be...
happy to provide the transcripts but we did not see any rudeness or reluctance to cancel. Merely asking if you were interested in waiting or swapping (We don't see how this is an evil thing to ask?)
We have cancelled the purchases and the money was refunded back to you via transaction id 9WXXXXXXXXXXXXXXK and 5UWXXXXXXDXXXXXXL for the FULL amount. Please note that you did place the order and funds are taken out when placed. We have no ability or access to charge you card beyond what you charge it for. The order was cancelled IMMEDIATELY when asked.
If you are still seeing any charges they are likely due to pre-authorized holds, pending transactions, or sitting in your paypal balance. Because this order was placed by you, and funds returning will need to go through the same authorization process as a normal transaction and may not appear for a couple days, but you will see it as a pending transaction.
We ask that you please allow us a little patience as this was cancelled out immediately when asked.
Initial Consumer Rebuttal /* (2000, 8, 2017/03/24) */
Issue has been resolved thanks to paypal. I have been refunded the full amount as I was found to be in the right. Take my advice and avoid Hifisound at all costs!
Initial Business Response /* (1000, 5, 2016/05/19) */
Hello [redacted],
We do apologize about your inconveniences and would like to make a couple comments regarding the overall situation.
Certain items are in stock at the manufacturer's location and the items will be sent out or ordered...
on demand when notified. Just like in this situation we had informed you the same day you had purchased. The scenario you described with Paiste is correct in that only 1 of the set of Cymbals was correct.
We contacted them with the serial number you provided us same day, and requested they send out a new one immediately to us. In which they did. By the time of your next contact, we had sent out the missing top cymbal as the cymbal had just arrived to us. These were straight from the Manufacturer, so we do not see how it would ever be possible to be used Cymbals.
The first Damaged cymbal you received was inspected by us and we found no damage. The 2nd Cymbal was returned with minor damage. The Third Cymbal was sent out May third, we were notified of the damage on Apr 13th And through chat at this time had insisted for a replacement.
All through this time we had scheduled (at our cost) Fedex Pick ups from the buyer location back to us.
It would be silly for us to gain anything by this when we spend $15-20 one way for each shipment. The total on these orders on shipping alone is over $100, all profit on any of this purchase is lost at this point and there is nothing to gain other than the customer's satisfaction, which we have tried to do everything in our power here.
All damages were picked up immediately for replacements, and all issues were dealt with same day we were notified. The only delays had come from the manufacturer which were clearly expressed to the Customer. We were not notified of his refund request until after the replacement was sent.
The customer did not call in or escalate to a manager.
If the customer wants to return the Cymbal received we will refund the price of the cymbal in full on receipt.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern,
I also want to make a couple of comments regarding overall situation.
1) missed Paiste cymbal has been sent to me after 4 (four) calls to your customer support and several emails written to you. The cymbal has been sent on April, 14th after I had sent links to your customer support on April 13th showing that you have this cymbals in stock (it was written on your website and ebay store "more than 10" in stock - I have screenshots and can prove it), and you customer service have been trying to convince me that you don't have it for the whole month and for 1 hour during chat on April 13th!
2) I also have photos of the first cymbal, showing all the damage it had. I don't understand how you didn't see it. I can send you this photos for the third time already to avoid you getting the new angry customer who will receive this damaged cymbal.
3) 2nd cymbal with minor damage? You can contact Paiste and ask them how this "minor" damage can lead to a totally cracked cymbal after just few rehearsals. It's was a defective cymbal as well. I also have photos and can send it to you.
4) Yes, I've been waiting for FedEx pickups 2 times and each time for almost one week. My wife spent time sitting at home and waiting for this pickups! Totally almost 2 weeks!
5) Yes. It is silly. I also don't understand you. I also don't have plenty of time to spend it for talking about such terrible problems. What to discuss here? I've paid you money and you've sent me 3 (THREE!!) defective cymbals!
6)Didn't call? Do you need prints from my wireless company proving how many hours I've spent speaking with your customer service who even doesn't know that hi-hat consists of 2 cymbals! I even had to prove it and to explain it to you! Maybe they are professionals but definitely not at musical instruments. I know what I'm talking about. I have 15+ years experience in this industry.
7) And please don't tell me about "same day service". If it will be so.. I won't get my last cymbal 2 months after I've placed an order.
Worst experience of the whole lifetime.
8) Please contact me by email and arrange FedEx pickup. I will pack this cymbal and will send it to you (or if you want you can send me a prepaid label and I can drop it off at FedEx location) in order to get a full refund for this defective product as you have promised.
Again. I want to state that I have all screenshots, photos, emails and I can prove everything I wrote above. Just let me know if you need it.
Thank you.
Initial Business Response /* (1000, 5, 2016/03/11) */
Hello [redacted],
The restocking fee is charged because the item is being returned for a refund. Your refund total will be 799.984.
We will be happy to process this for you, However we can not with a chargeback initiated. If this is...
acceptable, we will post the transaction ID of the refund confirmation back to you.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Greetings, I dont understand, there aren't any chargebacks pertaining to my account. This is not going anyhwere I called Hifisound connection once again on Friday and one has emailed nor returned my call. If you can please contact me at XXX-XXX-XXXX.
Final Business Response /* (4000, 9, 2016/03/17) */
Hello [redacted],
We have spoken to you over the phone. We have refunded this payment with the 20% restocking fee as agree'd via
Transaction Confirmation
Transaction XXXXXXXXXX has been successfully ACCEPTED by the system.
Below is a summary:
Transaction ID: XXXXXXXXXX
Payment Method: XXXX7821
Amount: USD (799.90)
Customer Name: [redacted]
This will take a few days to show up on your account (24-72 hours) but you should see it shortly. If there is anything we can do to help, please reach out and call us.
Thank you.
Final Consumer Response /* (2000, 11, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt response to the matter.
That is correct, this was advertised for the standard setup replacement. Not the JBL system.
We have refunded you regardless to your paypal account via trans id
[redacted]
Please let us know if you have any other concerns.
Thank you,