Marsha Curry & Associates

We are sorry that the mower arrived in poor condition Upon being advised by the customer of the damage, we immediately began the process to file a claim with the carrier Part of the process requires pictures of the damage We received the pictures from the customer after hours on Friday We are reviewing them this morning and will be in contact with the customer today to discuss resolution options

We have escalated this issue with [redacted] and they are addressing the concern with their service network In addition, we have offered to cover any transportation costs the customer incurs (up to $75) to have the unit brought to/from the service center Based on the last communication received from the customer on 10/26, he was agreeable to this resolution

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 meI would like to remove this complaint from the Revdex.com site as the customer has acknowledged that is his paying us in full.Can we please removeThank you - [redacted] *** Operations Manager Recycleabook.com Sincerely, Candy Mason

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ Contact Name and Title: [redacted] CS Mgr. Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com Mr. [redacted] placed his order on our website on 6/1/15. His order number is XXXXXX. We state on our website shipping policy with... regards to shipping outside the U.S. International Shipments: "We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment." Mr. [redacted] contacted us previously on this matter. We responded to him in writing on June 17 as follows: "Thank you for your recent order. You made a wise choice in the [redacted] air-cooled system as the feature sets and 22Kw of power output are exactly why I placed the same unit on my home. I've enjoyed the ease ease-of-use and trouble free operation of that model - I'm sure you will as well. Sadly, although you bought the right equipment, I understand you are upset due to your intent to export the machinery. We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. As such, there should be no surprises that our business name and tax ID cannot be used on your export paperwork. It would also not surprise you to learn that the above is not grounds for legal battles and attempted chargebacks. The solution resides in determining how you wish to export to the goods & I'm certain your freight forwarder can help you with this. I believe the exporting can be done simply and without undue hassles or delays. If you decide, for whatever reason, not to ship the goods outside [redacted] you are free to return the goods under our return policy. Simply put, I'm suggesting that there is no need to fight us - we did nothing wrong and will try to support you the best we can." Unfortunately, we are not able to assist the customer with his export. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) From your website, "International Shipments We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment." I also verified that you would be providing all relavant paperwork with a phone call you. An ein # is a must for any freight forwarder to transport anything over $2500. I'm not asking for a top secret password. The ein is your federal id number and you are required by federal law to provide. There is currently a $5000 generator sitting in a wharehouse in Miami that can't be shipped. [redacted] kind of shady business are you running? How does it in any way hurt you to provide the requested info? Final Business Response / [redacted] (4000, 9, 2015/06/30) */ Contact Name and Title: [redacted] CS Mgr. Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com On June 16 we sent the following to the customer "We do not provide exporting service and are not required by law to provide our EIN for customers that export our products. If you want to proceed with returning your items, we would be happy to assist you. Please be aware that returns are subject to potential restock fees. Shipping fees will also be deducted from your refund amount." Again, We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. The solution resides in determining how you wish to export to the goods and I'm certain your freight forwarder can help you with this. We again extend the offer to let the customer make a return by following our Return Policy. The customer has until July 8 to decide if he wants to proceed with a return. After that date, the offer for a return is null and void.

Complaint: [redacted] I am rejecting this response because:I bought my lawn tractor on good faith form a company that I thought was honest and fairI have had issues since day one of the receipt of this tractorIf I had bought it locally I could have already had it returned a month ago and had a functioning tractor to cut my lawn and complete my yard workWhy should I have to be punished and wait and see what is wrong with this mower just because I purchased on lineAlso they do not explain anywhere that I saw that they do accept returns that I have to go to the manufacture that they wont take it backI have heard nothing from them since my original emails were sentI have emailed them sinceas for them reimbursing me NO money will leave my pocket I am not paying cent for that tractor or its transportation to or from that shop that is over miles away form my home I want a full refund of my money I am not paying a restocking fee or any fee this is their product that they sell as stated if I bought it locally it would have already been returned and I would have a new mower cutting my grass today Sincerely, [redacted]

You have the option to return the mower However, the terms of our Return Policy will be applied

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Contact Name and Title: Sherry [redacted] CS Mgr. Contact Phone: [redacted] Contact Email: [redacted] @pedstores.com We do apologize to the customer as there was a unknown glitch in our credit processing on August 17. We were not fully made aware... of this processing error until August 26. As soon as the error was discovered, we reissued the credit to the customer for $549.99. He should see the credit back on his credit card within 2 business days.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
On June the customer placed his own order online for a *** *** (21") *** Select Drive Self-Propelled Lawn Mower,
Scratch-N-Dent modelContrary to what the customer states, we clearly listed this model as a Scratch-N-Dent in the product description as well as on the first line in the FeaturesThat description was stated as follows:
*Scratch & Dent Model
*This model was shipped to another customer and returned to us
*Minor scuffs on engine shroud and deck
The Scratch-N-Dent model purchased was done so at a discount off the retail price
The mower was delivered by *** ** so no signature was requiredThe customer could and should have called us upon finding the mower in the torn box with oil covering the mowerWe could have at that time filed a claim with *** ** and arranged for the pick up and return of this mower for a refundUnfortunately, the customer took it upon himself to add gas and when the mower would not operate properly he finally called usAt this point it was too late for us to accept the mower back due to the fact that he added gasThis is clearly stated in our Return Policy
http://www.mowersdirect.com/returns.php
We referred the customer to *** for service, which he was not happy about
With regards to the customer's report that this item was already registered with *** we are willing to help look into this matter but have asked the customer on both July and to provide us with the serial number of his mower so we can contact *** on his behalfHe has yet to provide this requested information
Our offer still stands to contact *** but we need the customer to contact us with his serial numberUntil that time, there is nothing else we can do

Following is the link on our website pages that explain our shipping policy. ***If the customer would like to send me the links to the advertising he saw elsewhere advertising free shipping on batteries, I'd be happy to have my IT department look into it.My direct email is ***Thank you,

We want to sincerely apologize to Mr*** for all the frustration he has enduredApparently our account of what has been offered differs from Mr*** accountWe note every conversation in the customer's file and for the record we ordered the parts needed to fix the customer's mower, twice, and twice the manufacturer sent parts to the customer that apparently were not correctWe then offered to have the mower returned to us, at our expense, so we could give the customer a full refundHe refused that offer and insisted on getting the repair partsThe manufacturer states the parts sent are the correct ones and they do not have any other parts to sendWe again we offered to bring the mower back but told the customer we would not be able to send him a replacement because he filed a credit card chargebackHe again refused to have it returnedWe suggested that the customer contact the manufacturer directly and, if necessary, take the mower to an authorized service provider who could verify that the parts that were sent will not will not workThe service center could repair the unit for the customer and we would offer reimbursement of any costsThe customer apparently refuses this offer tooWe feel we have given the customer the only solutions availableWe are trying to help resolve this but the customer is not being cooperativeAt this point, there is nothing else we can offer and consider this issue closed

I have read your complete report of what transpired and it is clear that we did not handle this situation properly for youIt does appear that the additional $refund was processed on August This brings your total refund to the purchase price you paidI am in agreement to refund you for the
additional shipping costs you incurred to send this item back to usPlease submit to my email at *** a copy of the paid receipt for $and I will ensure you are reimbursedThank you for your cooperation

A credit of $was issued to the original payment method on 9/21/Please allow 24-hours for postingThank you, Accounting Services

Complaint: ***
I am rejecting this response because:Please read the initial complaint. The transmissions have been adjusted numerous times and both transmissions have already been replaced once and one of them has been replaced twice, along with several other repairs. The unit has more hours on it in the shop from repair work than I have put on it mowing my lawn I have not used the unit since its last repair in fear other problems. This mower has been to the shop at least different occasions in months. Please help. Thank you,***
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We tThank the business for prompt resolution
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
As soon as the refused/damaged mower was returned to our warehouse in Illinois, the refund process was startedA claim was
filed with the carrier and the the customer's account was credited with a full refund in the amount of $We did notify him of this by email and asked that he please allow 24-hours for posting

Our sincere apologies for any frustration or inconvenience you have felt due to issues you are having with your Cub Cadet mowerWe are actively working with the manufacturer and their service department to find an acceptable resolution to this issueIt is taking longer than we anticipated but we
did want you to know that we will continue to follow this issue and will keep you updated on any progress that is made until you are satisfied with the resolutionThank you for your continued patience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for your patience while we reviewed all the information and supporting documents concerning your recently purchased *** mowerWe have approved a refund to you in the amount of $That refund was issued to your original form of payment yesterday afternoon and you should see
that posted in 1-business daysOur deepest apologies for all the frustration you have experiencedIf you require any additional information or have any questions, please do not hesitate to contact usThank you again

Mr*** purchased his Pressure Pro branded pressure washer from us on 1/13/He first contacted us by phone on 3/2/stating he was having issues with the unitSince this is a gas powered piece of equipment, we cannot simply approve a returnWe directed him to call the manufacturer, Pressure
Pro at telephone number *** They would be able to offer troubleshooting advice and if necessary direct him to a local service provider for possible warranty workThis pressure washer's engine has a year warranty, the pump has a year warranty and the other components have a day warrantyThe customer called us again on 3/8/and when asked if he contacted Pressure Pro as directed on 3/2/he stated he had notWe then had our pressure washer product expert get on the phone with the customer to try and offer some trouble shooting advice but the customer got upset by the line of questions and hung up on usThat was the last time we had any contact with Mr***I have included a link to our Return Policy for your reference as wellhttp://www.pressurewashersdirect.com/returns.phpOur reference number for this order is ***

Since Hurricane Irma and Maria, we received a high amount of calls requesting we ship to Puerto Rico and other U.STerritories. We advise our customers that we can only ship within the continental United States. If they choose to hire a freight forwarder, they will need to make those
arrangements directly with them, including providing information for any forms required to export. In addition, we had a banner directing customers to this information on the main page of our website. I've including a link to that article. https://www.electricgeneratorsdirect.com/stories/1476-Shipping-Policy-for-Puerto...⇄ While we understand the need in this area for generators, we do not export products