I am rejecting this response because their response is not completely true:After I put through the order (Aug 18, 2017, on 2 pairs of cutters, [redacted] and [redacted]) I realized that I had put in the wrong shipping address (to my house in Canada) where it should have been to New York, where my husband was due for a business trip. My order qualified for free shipping within the U.S. and I didn't want to deal with Canadian customs if it were to be shipped to Canada. So I immediately called the business and spoke to [redacted] and she advised me to send them an email with the correct address and she would get it fixed for me. I received an email from [redacted] (attached) later that day confirming that the shipping information has been changed and my order would be shipped out shortly. My husband waited and waited and never received the package until he left N.Y. On Sept 8, 2017 I package was delivered to my house in Canada, with customs charges of $14.04. I emailed [redacted] about this issue and they immediately refunded me the $14, which I appreciated b/c it was rightly done. This shipping issue is not part of my complaint here but since the business owner brought it up, giving only part of the picture, I thought I would complete it.Upon opening the package I realized that those were not the cutters I had ordered. But they insisted that the cutters were correct. I got really confused because jewelrysupply's product numbers neither matched those of the manufacturer's nor had manufacturer's product numbers listed on their website; and I had ordered the cutters based on the website's product descriptions. The jewelrysupply's [redacted] turned out to be [redacted] - very small cutters with maximum cutting capacity of only 22 gauge (see Lindstrom chart attached); and jewelrysupply's [redacted] turned out to be Lindstrom's [redacted], which I had no issues with. I had ordered the [redacted] because their website stated that it had a maximum cutting capacity of 16 gauge (see attached) - what I actually needed. But what I received only had a maximum cutting capacity of 22 gauge. I tried to communicate this many times with the owner but he kept on ignoring my point. Now he's saying that they did the test and those cutters can cut 16-gauge wire just fine - which is against the manufacturer's recommendations because one must use super great force to cut wire beyond the cutters' capacity and it will damage the cutters. This is my main complaint with Revdex.com: the actual product received does not match that of the company's product description; and when it's found out, they do not admit their responsibility and keep beating around the bush and direct the blame back to the customer. This is not the kind of customer service a good company should have. And this has been the cause of my stress.About the crack (see attached image), I only discovered it after closely inspecting the cutters. Being a jeweler dealing with details everyday, I am sure I can tell the difference between a crack and a "mark." The owner's explanation (through his Revdex.com response) seems forceful, why would a new pair of cutters have that kind of "mark"? Anyway, this is not even my main complaint here but I am really doubting this company's ethics.
To Revdex.com: 1) The customer admits she entered the wrong shipping address. 2) The customer admits she was confused because our product skew numbers were similar to [redacted]. 3) The customer admits that our website clearly states the cutting capability of the pliers she ordered. We stand by our product guarantees and if we state the pliers will easily cut 16 gauge wire, than they will. If there is an issue with the pliers during the lifetime warranty we replace them at no charge to the customer. 4) The customer claims that she closely inspected the “crack” in the pliers. Yet she also claimed that she never opened the package, as the staples on the are in their original unopened condition. So, she “closely inspected” the pliers through somewhat opaque plastic? 5) The customer previously accused our company of false advertising and bait and switch and is now questioning our ethics? We have been in business for over 37 years and have shipped millions of orders. In that entire time we have recieved less than 10 complaints with Revdex.com. To the customer: We will not entertain any further communication with you regarding this matter. Please take your business and your “stress” somewhere else.
This customer placed an order for two (2) [redacted] pliers using our online website. Upon receiving her order she contacted our customer service department claiming that we “did not send her the pliers she ordered.” We requested she provide pictures of the items and after viewing...
them found the pliers we shipped matched the invoice and her original customer order exactly. She then called our customer service department and accused us of “false advertising because our product skew numbers do not match [redacted]’s product skew numbers.” Of course they do not match, as every company assigns their own skew numbers to identify their product lines. We explained that she was welcome to return the product for a full refund. She demanded that we pay the return shipping charges, which we declined to do. After multiple communications, I personally spoke to her and I explained that we had already refunded her $14 for the original shipping charges to Canada and as a courtesy had provided free shipping to New York per her request. Our company policy clearly states that we do not pay return shipping costs unless there was an error on our part. In this case there was no error on our part, the customer simply ordered the wrong items. After another conversation, the customer finally admitted that one of the pliers was exactly what she wanted and she would be keeping it, but insisted we pay her return shipping costs on the other plier. Again, we declined. In yet another phone conversation she was now claiming that the pliers were defective and cracked. I explained that it was unlikely they were defective, but once she returned them we would inspect the pliers and if they were in fact defective we would reimburse her for her return shipping. After multiple more emails and phone calls she finally sent one of the pliers back, keeping the second pliers. I personally inspected the pliers and found they were clearly not defective and they cut 16 gauge wire perfectly well, as is stated on our website. There was a color imperfection in the plastic handle cover, but it was not a crack as she had claimed. The pliers were added back to our inventory and a refund was issued for the original purchase price. The product is available on our website. We do not owe this person “a public apology” and none will be forthcoming. As for her claims that “she has been unable to sleep since September”, “has wasted her time”, and “suffered mental stress”, I would suggest she seek counseling from a mental health professional, as accidentally mis-ordering a pair of pliers online can be an incredibly traumatic experience, which, without proper counseling, could leave a person scarred for life. JewelrySupply
I am rejecting this response because their response is not completely true:After I put through the order (Aug 18, 2017, on 2 pairs of cutters, [redacted] and [redacted]) I realized that I had put in the wrong shipping address (to my house in Canada) where it should have been to New York, where my husband was due for a business trip. My order qualified for free shipping within the U.S. and I didn't want to deal with Canadian customs if it were to be shipped to Canada. So I immediately called the business and spoke to [redacted] and she advised me to send them an email with the correct address and she would get it fixed for me. I received an email from [redacted] (attached) later that day confirming that the shipping information has been changed and my order would be shipped out shortly. My husband waited and waited and never received the package until he left N.Y. On Sept 8, 2017 I package was delivered to my house in Canada, with customs charges of $14.04. I emailed [redacted] about this issue and they immediately refunded me the $14, which I appreciated b/c it was rightly done. This shipping issue is not part of my complaint here but since the business owner brought it up, giving only part of the picture, I thought I would complete it.Upon opening the package I realized that those were not the cutters I had ordered. But they insisted that the cutters were correct. I got really confused because jewelrysupply's product numbers neither matched those of the manufacturer's nor had manufacturer's product numbers listed on their website; and I had ordered the cutters based on the website's product descriptions. The jewelrysupply's [redacted] turned out to be [redacted] - very small cutters with maximum cutting capacity of only 22 gauge (see Lindstrom chart attached); and jewelrysupply's [redacted] turned out to be Lindstrom's [redacted], which I had no issues with. I had ordered the [redacted] because their website stated that it had a maximum cutting capacity of 16 gauge (see attached) - what I actually needed. But what I received only had a maximum cutting capacity of 22 gauge. I tried to communicate this many times with the owner but he kept on ignoring my point. Now he's saying that they did the test and those cutters can cut 16-gauge wire just fine - which is against the manufacturer's recommendations because one must use super great force to cut wire beyond the cutters' capacity and it will damage the cutters. This is my main complaint with Revdex.com: the actual product received does not match that of the company's product description; and when it's found out, they do not admit their responsibility and keep beating around the bush and direct the blame back to the customer. This is not the kind of customer service a good company should have. And this has been the cause of my stress.About the crack (see attached image), I only discovered it after closely inspecting the cutters. Being a jeweler dealing with details everyday, I am sure I can tell the difference between a crack and a "mark." The owner's explanation (through his Revdex.com response) seems forceful, why would a new pair of cutters have that kind of "mark"? Anyway, this is not even my main complaint here but I am really doubting this company's ethics.
To Revdex.com: 1) The customer admits she entered the wrong shipping address. 2) The customer admits she was confused because our product skew numbers were similar to [redacted]. 3) The customer admits that our website clearly states the cutting capability of the pliers she ordered. We stand by our product guarantees and if we state the pliers will easily cut 16 gauge wire, than they will. If there is an issue with the pliers during the lifetime warranty we replace them at no charge to the customer. 4) The customer claims that she closely inspected the “crack” in the pliers. Yet she also claimed that she never opened the package, as the staples on the are in their original unopened condition. So, she “closely inspected” the pliers through somewhat opaque plastic? 5) The customer previously accused our company of false advertising and bait and switch and is now questioning our ethics? We have been in business for over 37 years and have shipped millions of orders. In that entire time we have recieved less than 10 complaints with Revdex.com. To the customer: We will not entertain any further communication with you regarding this matter. Please take your business and your “stress” somewhere else.
This customer placed an order for two (2) [redacted] pliers using our online website. Upon receiving her order she contacted our customer service department claiming that we “did not send her the pliers she ordered.” We requested she provide pictures of the items and after viewing...
them found the pliers we shipped matched the invoice and her original customer order exactly. She then called our customer service department and accused us of “false advertising because our product skew numbers do not match [redacted]’s product skew numbers.” Of course they do not match, as every company assigns their own skew numbers to identify their product lines. We explained that she was welcome to return the product for a full refund. She demanded that we pay the return shipping charges, which we declined to do. After multiple communications, I personally spoke to her and I explained that we had already refunded her $14 for the original shipping charges to Canada and as a courtesy had provided free shipping to New York per her request. Our company policy clearly states that we do not pay return shipping costs unless there was an error on our part. In this case there was no error on our part, the customer simply ordered the wrong items. After another conversation, the customer finally admitted that one of the pliers was exactly what she wanted and she would be keeping it, but insisted we pay her return shipping costs on the other plier. Again, we declined. In yet another phone conversation she was now claiming that the pliers were defective and cracked. I explained that it was unlikely they were defective, but once she returned them we would inspect the pliers and if they were in fact defective we would reimburse her for her return shipping. After multiple more emails and phone calls she finally sent one of the pliers back, keeping the second pliers. I personally inspected the pliers and found they were clearly not defective and they cut 16 gauge wire perfectly well, as is stated on our website. There was a color imperfection in the plastic handle cover, but it was not a crack as she had claimed. The pliers were added back to our inventory and a refund was issued for the original purchase price. The product is available on our website. We do not owe this person “a public apology” and none will be forthcoming. As for her claims that “she has been unable to sleep since September”, “has wasted her time”, and “suffered mental stress”, I would suggest she seek counseling from a mental health professional, as accidentally mis-ordering a pair of pliers online can be an incredibly traumatic experience, which, without proper counseling, could leave a person scarred for life. JewelrySupply