Complaint Received: 1-6-15Original transaction date: 2-11-14Time between transaction and complaint: >monthsResponse:Thank you for allowing our response to this complaintThe customer who filed this complaint attempted purchases from our company for metal polish that had been mispriced on our website As the customer stated, the price per tube for this item should have been $each which would make the price for = $431.52.We realized this mistake and repriced the the product on our website but not before the customer placed a 2nd order.Fully realizing the pricing error and the fact that this was a giant mistake, the customer then placed a second order for more tubes of polish.We informed the customer after this second attempted order, that we made a mistake in pricing and that we would process a full refund for this second order, which we did.We also informed the customer that the first order was also mispriced but that it had already shipped so we would honor that price even at a considerable loss to our companyIt has now been nearly months since this transaction and the customer has now decided to file this complaint.Our response to his desired settlement is No
We do regret that the customer is having problems with her freezer door.She did purchase the correct gasket from us online The gasket that she purchased is the correct gasket for her freezer door, which has been verified by ***, and also [redacted] the company who makes the refrigerator.These gaskets can be difficult to install and should be installed by a qualified service technician We do believe that the failure in this instance is more likely related to the installation of the part and not the part itself.However, we have processed a full refund for this order.We would encourage our customer to contact a qualified service professional to take a look at the installation of this part before simply ordering another gasket to fix the problem This gasket should work as well for her as the many other customers who have ordered this part without a problem and that might save her money in the long run
The business has not resolved this issue and has stated they refuse to. Beware of their order process. I ordered one part and they sent me another. They claim in is the correct part but it is not the same as my part and my part number is much different. They have refused to refund my money unless I pay for shipping to return the wrong item to me. I offered to return their mistake if they send me a pre paid shipping label. I would run it to the shipper and take time out of my day to help fix this but they refuse to send a prepaid shipping label or refund my money. If this process does not resolve the issue, then I will be filing a charge back dispute with my card company against the firm as wellThank you
The customer obtained a part number for a grill burner from somewhere other than our website - most likely *** because it is a Kenmore Grill Unfortunately, the part number that was given to him is incorrect for his model of grill This is where the problem lies - the part number that
he was given is not correct and should not have been ordered in the first place.Our website does not advertise that the part number is a match for his model grill, nor did we provide any research or instruction before the part was ordered.The customer should contact whomever he spoke with at *** or the company that he contacted originally, and explain that they gave him bad information.We will be happy to refund his purchase once he sends the part back to us
Purchased Dryer Fuse purchased through *** Product was sold by APS - A Marketplace seller Product was purchased as approximately 12:pmon March 14, Within minutes I called *** to cancel the order I was informed by a customer service representative from *** that they would contact the merchant to cancel the order I received a copy of the email sent to the merchant, APS, by *** requesting to cancel the order The merchant responded more than hour later stating that they were unable to cancel the order because they already processed it for shipping The delivery date was scheduled for March 22, The product was being shipped from Lenexa, KS to Chardon, OHThere was plenty of time to cancel the order and stop shipment on it, but the merchant refused to cancel the order and processed it more than hour after the request to cancel the order was madeI received the product on March 22, 2016, and refused acceptance of the item and sent it back wit
I am rejecting this response because:We had placed previous orders MONTHS prior to the two orders mentioned in your message and received them with no problems and no mention of any price discrepancy what so everIt is ludicrous to think that we would suspect a price discrepancy had occurred when we had no trouble what so ever with the two previously placed delivered orders and there was no change at all longstanding published website price If that's the case then every customer would have to doubt that any price was correct at all on your websiteBesides, as a business its your responsibility to ensure you are pricing items correctly, not the customers as you are the one in business to make a profitRegarding the larger last orderYou offer a better shipping rate the more you buyso we bought moreMy complaint is that the minute you took our money, we owned the products, shipped or not shippedYour logic makes no sense at allit would be like buying a cart full of groceries at ***, paying for all of them then having the bag boy hit you up for another $because he feels they sold it for too little moneyIt's bad business and it's illegalMy public complaint is coming months after the fact and in my opinion its months later than it should have been Shame on me for that.
Regards,
*** ***
I find it very irritating that this company used Fedex to deliver my package to the post office in the city I am staying inI find it even more irritating that it took days after it got to Fedex's hub to get it to the Post Office & then to my houseYes it was the correct part & was the cheapest but to take almost weeks to get it to me is not good customer serviceWhat is odd is Fedex drives past my house everyday yet they couldn't deliver it to meSadly I won't be ordering anything from this store again because of thatAND someone lease explain to me how shipping it through Fedex to have them deliver it to the post office is cheaperIt wasn't faster at all
We do regret that the customer is having problems with her freezer door.She did purchase the correct gasket from us online. The gasket that she purchased is the correct gasket for her freezer door, which has been verified by [redacted], and also [redacted] the company who makes the...
refrigerator.These gaskets can be difficult to install and should be installed by a qualified service technician. We do believe that the failure in this instance is more likely related to the installation of the part and not the part itself.However, we have processed a full refund for this order.We would encourage our customer to contact a qualified service professional to take a look at the installation of this part before simply ordering another gasket to fix the problem. This gasket should work as well for her as the many other customers who have ordered this part without a problem and that might save her money in the long run.
Complaint Received: 1-6-15Original transaction date: 2-11-14Time between transaction and complaint: >10 monthsResponse:Thank you for allowing our response to this complaint. The customer who filed this complaint attempted 2 purchases from our company for metal polish that had...
been mispriced on our website. As the customer stated, the price per tube for this item should have been $8.99 each which would make the price for 48 = $431.52.We realized this mistake and repriced the the product on our website but not before the customer placed a 2nd order.Fully realizing the pricing error and the fact that this was a giant mistake, the customer then placed a second order for 312 more tubes of polish.We informed the customer after this second attempted order, that we made a mistake in pricing and that we would process a full refund for this second order, which we did.We also informed the customer that the first order was also mispriced but that it had already shipped so we would honor that price even at a considerable loss to our company. It has now been nearly 11 months since this transaction and the customer has now decided to file this complaint.Our response to his desired settlement is No.
We have an obligation to our customers and to [redacted], to process and ship orders as fast as we possibly can. Orders that are placed by noon will nearly always ship out the same day which ensures that customers receive their orders on time. This is exactly what customers who order online...
expect and this is what is required to be a top seller on eCommerce Marketplaces like [redacted].In most cases customers who change their mind and wish to cancel their order can email or call us and we are able to do so without a problem. In this specific case, Mrs. [redacted] order was processed and paid by [redacted], and then the order was sent to us for immediate shipment. We processed her order along with hundreds of other customer orders and shipped it out the same day. Unfortunately, by the time Mrs. [redacted] contacted us, we could not cancel and retrieve her order because to do so would mean that we would have to stop hundreds of other customers orders for the day and delay their shipment so that we could sift through all of the packages to find Mrs. [redacted] order. At this point in the shipping day, most of the packages are already packed, palletized, and loaded onto our FedEx trailer for the daily pick up. To delay shipment on all of our customer's orders who did not change their mind because Mrs. [redacted] decided that she no longer wanted the dryer fuse would not be fair to these other people. Additionally, any package that did not go out on time that day would have received a "late shipment" warning from [redacted] and other Marketplace sellers.We explained this to Mrs. [redacted] on the phone but she did not care and demanded that do whatever it took to stop it because it had only been a couple of hours. We explained that we would be happy to process a refund once the order was returned, but that the outbound shipping charge would not be refunded because we would be obligated to pay for the original shipment.We are sorry that Mrs. [redacted] changed her mind after ordering, and we have processed a refund for the full price of the dryer fuse that she ordered.
Complaint Received: 1-6-15Original transaction date: 2-11-14Time between transaction and complaint: >monthsResponse:Thank you for allowing our response to this complaintThe customer who filed this complaint attempted purchases from our company for metal polish that had been mispriced on our website As the customer stated, the price per tube for this item should have been $each which would make the price for = $431.52.We realized this mistake and repriced the the product on our website but not before the customer placed a 2nd order.Fully realizing the pricing error and the fact that this was a giant mistake, the customer then placed a second order for more tubes of polish.We informed the customer after this second attempted order, that we made a mistake in pricing and that we would process a full refund for this second order, which we did.We also informed the customer that the first order was also mispriced but that it had already shipped so we would honor that price even at a considerable loss to our companyIt has now been nearly months since this transaction and the customer has now decided to file this complaint.Our response to his desired settlement is No
We do regret that the customer is having problems with her freezer door.She did purchase the correct gasket from us online The gasket that she purchased is the correct gasket for her freezer door, which has been verified by ***, and also [redacted] the company who makes the refrigerator.These gaskets can be difficult to install and should be installed by a qualified service technician We do believe that the failure in this instance is more likely related to the installation of the part and not the part itself.However, we have processed a full refund for this order.We would encourage our customer to contact a qualified service professional to take a look at the installation of this part before simply ordering another gasket to fix the problem This gasket should work as well for her as the many other customers who have ordered this part without a problem and that might save her money in the long run
This purchase has been refunded in full per the customers request on this complaint
The business has not resolved this issue and has stated they refuse to. Beware of their order process. I ordered one part and they sent me another. They claim in is the correct part but it is not the same as my part and my part number is much different. They have refused to refund my money unless I pay for shipping to return the wrong item to me. I offered to return their mistake if they send me a pre paid shipping label. I would run it to the shipper and take time out of my day to help fix this but they refuse to send a prepaid shipping label or refund my money. If this process does not resolve the issue, then I will be filing a charge back dispute with my card company against the firm as wellThank you
The customer obtained a part number for a grill burner from somewhere other than our website - most likely *** because it is a Kenmore Grill Unfortunately, the part number that was given to him is incorrect for his model of grill This is where the problem lies - the part number that
he was given is not correct and should not have been ordered in the first place.Our website does not advertise that the part number is a match for his model grill, nor did we provide any research or instruction before the part was ordered.The customer should contact whomever he spoke with at *** or the company that he contacted originally, and explain that they gave him bad information.We will be happy to refund his purchase once he sends the part back to us
Purchased Dryer Fuse purchased through *** Product was sold by APS - A Marketplace seller Product was purchased as approximately 12:pmon March 14, Within minutes I called *** to cancel the order I was informed by a customer service representative from *** that they would contact the merchant to cancel the order I received a copy of the email sent to the merchant, APS, by *** requesting to cancel the order The merchant responded more than hour later stating that they were unable to cancel the order because they already processed it for shipping The delivery date was scheduled for March 22, The product was being shipped from Lenexa, KS to Chardon, OHThere was plenty of time to cancel the order and stop shipment on it, but the merchant refused to cancel the order and processed it more than hour after the request to cancel the order was madeI received the product on March 22, 2016, and refused acceptance of the item and sent it back wit
I am rejecting this response because:We had placed previous orders MONTHS prior to the two orders mentioned in your message and received them with no problems and no mention of any price discrepancy what so everIt is ludicrous to think that we would suspect a price discrepancy had occurred when we had no trouble what so ever with the two previously placed delivered orders and there was no change at all longstanding published website price If that's the case then every customer would have to doubt that any price was correct at all on your websiteBesides, as a business its your responsibility to ensure you are pricing items correctly, not the customers as you are the one in business to make a profitRegarding the larger last orderYou offer a better shipping rate the more you buyso we bought moreMy complaint is that the minute you took our money, we owned the products, shipped or not shippedYour logic makes no sense at allit would be like buying a cart full of groceries at ***, paying for all of them then having the bag boy hit you up for another $because he feels they sold it for too little moneyIt's bad business and it's illegalMy public complaint is coming months after the fact and in my opinion its months later than it should have been Shame on me for that.
Regards,
*** ***
I find it very irritating that this company used Fedex to deliver my package to the post office in the city I am staying inI find it even more irritating that it took days after it got to Fedex's hub to get it to the Post Office & then to my houseYes it was the correct part & was the cheapest but to take almost weeks to get it to me is not good customer serviceWhat is odd is Fedex drives past my house everyday yet they couldn't deliver it to meSadly I won't be ordering anything from this store again because of thatAND someone lease explain to me how shipping it through Fedex to have them deliver it to the post office is cheaperIt wasn't faster at all
This purchase has been refunded in full per the customers request on this complaint.
We do regret that the customer is having problems with her freezer door.She did purchase the correct gasket from us online. The gasket that she purchased is the correct gasket for her freezer door, which has been verified by [redacted], and also [redacted] the company who makes the...
refrigerator.These gaskets can be difficult to install and should be installed by a qualified service technician. We do believe that the failure in this instance is more likely related to the installation of the part and not the part itself.However, we have processed a full refund for this order.We would encourage our customer to contact a qualified service professional to take a look at the installation of this part before simply ordering another gasket to fix the problem. This gasket should work as well for her as the many other customers who have ordered this part without a problem and that might save her money in the long run.
Complaint Received: 1-6-15Original transaction date: 2-11-14Time between transaction and complaint: >10 monthsResponse:Thank you for allowing our response to this complaint. The customer who filed this complaint attempted 2 purchases from our company for metal polish that had...
been mispriced on our website. As the customer stated, the price per tube for this item should have been $8.99 each which would make the price for 48 = $431.52.We realized this mistake and repriced the the product on our website but not before the customer placed a 2nd order.Fully realizing the pricing error and the fact that this was a giant mistake, the customer then placed a second order for 312 more tubes of polish.We informed the customer after this second attempted order, that we made a mistake in pricing and that we would process a full refund for this second order, which we did.We also informed the customer that the first order was also mispriced but that it had already shipped so we would honor that price even at a considerable loss to our company. It has now been nearly 11 months since this transaction and the customer has now decided to file this complaint.Our response to his desired settlement is No.
We have an obligation to our customers and to [redacted], to process and ship orders as fast as we possibly can. Orders that are placed by noon will nearly always ship out the same day which ensures that customers receive their orders on time. This is exactly what customers who order online...
expect and this is what is required to be a top seller on eCommerce Marketplaces like [redacted].In most cases customers who change their mind and wish to cancel their order can email or call us and we are able to do so without a problem. In this specific case, Mrs. [redacted] order was processed and paid by [redacted], and then the order was sent to us for immediate shipment. We processed her order along with hundreds of other customer orders and shipped it out the same day. Unfortunately, by the time Mrs. [redacted] contacted us, we could not cancel and retrieve her order because to do so would mean that we would have to stop hundreds of other customers orders for the day and delay their shipment so that we could sift through all of the packages to find Mrs. [redacted] order. At this point in the shipping day, most of the packages are already packed, palletized, and loaded onto our FedEx trailer for the daily pick up. To delay shipment on all of our customer's orders who did not change their mind because Mrs. [redacted] decided that she no longer wanted the dryer fuse would not be fair to these other people. Additionally, any package that did not go out on time that day would have received a "late shipment" warning from [redacted] and other Marketplace sellers.We explained this to Mrs. [redacted] on the phone but she did not care and demanded that do whatever it took to stop it because it had only been a couple of hours. We explained that we would be happy to process a refund once the order was returned, but that the outbound shipping charge would not be refunded because we would be obligated to pay for the original shipment.We are sorry that Mrs. [redacted] changed her mind after ordering, and we have processed a refund for the full price of the dryer fuse that she ordered.