Memory 4 Less

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Please have my order placed in back-order, I can wait for it even if it may take monthsAlso they did email me that they are placing my order in back-order later same day the complaint was filedSo if they can change the status of my order on their website; I don't have any issues on that part Regards, [redacted]

We don’t agree with many of the customers statementsFor one, we don’t have any sales documentation indicating that the hard drives the customer ordered where compatible with a Dell PowerVault MD3000iThe customer Googled the part numbers and bought them directly from our website and not directly from our Sales Representatives See online item description: http://www.memory4less.com/m4l_itemdetail.aspx?itemid=1443620165, nowhere do we indicate compatibility with any system Secondly, customer ordered a specific part number and that’s what our warehouse shippedOn his initial call with our Returns department, the customer stated the part he received was not compatible because he needed firmware Dand the firmware on the hard drive shipped to him was DOur representative informed him that we don’t carry part 0Bwith Dfirmware, but would gladly take back the product with a restocking fee (which is standard in our industry) since it was within our day return policyCustomer proceeded to tell us the hard drive he has is not exactly the same as the one in his system, and forwarded pictures of his product and oursPictures submitted by customer are proof that we shipped the exact part number ordered online and also show that his hard drive and ours contain the same firmware DAt this point, we are unsure if the customer ordered an upgrade incorrectly or simply doesn’t need our part anymore Our company is not responsible for compatibility issues and customer should have called our sales team if he had specific needs (such as firmware or accessories) We can lower the restocking fee to 20% however, customer needs to return the items by 6/as stated in his RMA and return information RMA instructions sent to customer are attached

I'm attaching all sales correspondence/information sent to Mr. [redacted] at the time of sale. Again, nowhere is compatibility with his system stated/promised. He only tried to verify compatibility with our technician after realizing the exact part number he ordered did not work in his system. We originally agreed to a replacement (see first RMA email) but never waived any restocking fees. See the first original e-mail, a re-stocking fee would be applied and never waived. Also, our technician requested Mr. [redacted] send pictures so that we would send exactly what he needed. Upon inspection of the photo, previously submitted in our first response to BBB, the technician noted his system hard drive (what he claimed to need) was exactly the same part number and firmware he had ordered and was delivered. We were confused as to what Mr. [redacted] actually needed for part number, since the picture submitted showed to identical hard drives (part and firmware). Our company, like other in our industry, do not sell by firmware, only by manufacturer part number. Mr [redacted] is incorrect in stating our technician promised a full refund, as this is only done in cases where our warehouse ships the incorrect part number from what is ordered or in cases where our sales department recommends/guarantees a part to work (usually stated in a quote). We have received Mr. [redacted] 's return, they have been inspected and tested to be in perfect working condition. Mr. [redacted] has been provided a refund with a 20%, lowered from 25%, re-stocking fee as agreed upon on both Return information instructions sent to him.

Our operations do not allow us to have back-order for 6months when there is no ETA for inventory itemsFurthermore, our company refuses to do any future business with the complainantThe complainant left voicemail messages for managers insulting them and threatening bodily harmThe customer also insulted each customer service representative with every call he madeWe cannot risk doing business or having further communications with the complainant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Document attached for reviewSince the company refuses to work with me on this, taking the opportunity instead to try and prove me wrong and fabricate information about what actions they took, it appears I have no further recourse in this matterI can only hope that others benefit from this information before choosing to do business with such a dishonest company.My answers below in red:Customer filed a return request online on August 8th at A.Mand this was approved on August 8th at 11:17amApproved for a replacement, which was not what I neededThis started the month long fiasco of trying to contact someone to get assistance.The customer indicated the item was DOA and 'Motherboard was missing the cable lock-down pin for the mouse pad ribbon, so the ribbon could not be properly attached to the board.' Customer never noted he needed a refund on the submission nor did he e-mail the Returns Department or contact us directly online (we have an online forum that lets a customer speak directly with our returns department). I tried to contact the RMA department multiple times, and finally had to contact *** in the shipping department to get a responseReturn information is provided for replacement since HP products listed on our website cannot be returned for creditHowever, once the board is returned and found to be defective once inspected, we do allow for refunds if the customer makes this request and especially if they are on a deadline and/or a replacement cannot be shipped immediately by us. This was never communicated to me via any method of communicationIf that information was on the website, it wasn’t clearly presented before letting me place my order.The customer never contacted our returns department until August 19th, which was already too late for a refund but since the motherboard was still under warranty, our representative *** went ahead and told the customer to return it for a refund using the same RMA numberInternally, the return was approved for a refund on August 19thThis is a blatant lieI had tried to contact the returns department on multiple occasions before contacting *** from shippingEven after emailing ***, I never received a response from the RMA departmentAlso, I never spoke to anyone named *** about returning the motherboard for refundIf I had, this complaint would have never been necessaryAgain, the customer never returned the part but contacted the returns department again on Friday, Sept9, asking if he could still return the part as he had been out of town and had forgotten to returnOn Septa manager reviewed his case and it was deniedWe made attempts to help the customer with his return. I contacted the shipping department on September 9th because I couldn’t get a response from the RMA departmentAnd yes, I was asking if I could still return the part because I was already starting to realize that this company conducts business in a very unethical and dishonest wayAlso, I never told anyone I forgot to return the part because I was out of townNo attempts were ever made to help meThere is an instance on 8/when he called our shipping department asking for a status of his refundWe cannot issue a refund without a part being returnedOur phone number, e-mail and the email sent to him online includes contact for our RMA department so I’m not sure why the customer was contacting our shipping deptIt appears the customer simply forgot to return the part in many instances or did not read carefully the return information provide to him, we cannot issue refund or replacement at this point since it is out of warranty and he never made any attempts to return the part for inspection, refund or replacement. I never returned the part because I couldn’t get an answer from anyone on whether they would refund my purchase or just send me a replacementThis is the worst company I have ever had to deal with from a customer service perspective, and I don’t just say that because this didn’t go my wayThe company was dishonest from the moment I placed my order, not informing me that the part needed to be ordered and shipped internationallyMeanwhile, they were happy to take my money immediately for something that they knew would be backorderedIt’s unfortunate that a company can continue to operate in such a way that it sets out to prove customers wrong when a complaint is receivedThis simply proves that they don’t know how to provide proper customer serviceSo, it’s a $lesson on my part to learn that there are still companies out there willing to mislead and take advantage of customer trustAt this point, it’s worth my money just to get the truth out there, so that others aren’t taken advantage in the same manner
Regards,
*** ***

Refund has been issued as of last weekSee attached Invoice, unfortunately once its processed its up to the merchant account and customer's bank to post the refundWe have seen that refunds can post as quickly as days or it can take up to weeksI've attached the receipt for the customer along
with the credit card transaction IDWe apologize for the inconvenience this has caused the customer, customer service should have explained the process better to the customerRegards, *** ***Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Document attached for reviewSince the company refuses to work with me on this, taking the opportunity instead to try and prove me wrong and fabricate information about what actions they took, it appears I have no further recourse in this matterI can only hope that others benefit from this information before choosing to do business with such a dishonest company
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Business specifically stated compatibility with MD3000i in sales documentation On support call with business, technical support representative agreed to swap out hard drives and said if the second hard drives didn't work they'd provide a full refund.Second representative switched tactics and decided they wouldn't issue full refund - one hand obviously doesn't know what the other is doing or it was just a bait and switch from the beginning.Hard Drives have been returned If full refund isn't issued as they promised, I'll just charge back through American Express.Thanks for your help, I appreciate your efforts to hold this business to Revdex.com standards - I understand you have no control over shady business practices of memory4less
Regards,
*** ***

Our Memory4Less.com homepage has always had a link to our Return Policy and also contact information for support/RMA as is common with others in the industry. Competitors like [redacted], also follow the same practice, the return policy is not clearly stated on the 1st page. Users usually...

have to navigate to the return policy page or click on the return policy link in the item listing.
The customer was also notified of the restocking fee when his return request was approved and never contacted us via email or phone to contest our terms and conditions. As a courtesy, we will refund an additional $15 to the $55.00 refund he has already received as of August 17th, 2015.

A majority of our items are sold in bulk packaging. In the listing, this was noted as well: "All hardware sold are bulk equipment with no drivers and cd included. If you need a driver or CD installation for a particular item please call to confirm that we have...

it. " http://www.memory4less.com/m4l_itemdetail.aspx?itemid=27144497. Our specialty is hard to find parts which includes those that have been discontinued. Customers purchasing these parts do so to replace a defective unit and already have the proper Cisco & user licenses.
 The customer was provided a return label and a full refund has been processed as of today.

Mr. [redacted] placed his order on 12/26/2014, however Memory4Less was closed on this day due to the holidays. On the next business day (12/29/2014), Mr. [redacted] was notified that the part was not in-stock and his credit card was never authorized/charged. Mr. [redacted] did ask for his...

order to be placed on back order, however, two different managers notified him that we don't foresee any incoming inventory for next few months as there is very little demand for this manufacturer. Customer became increasingly angry and repeatedly called to insult our sales department, receptionist and inventory manager. Also, the customer threatened to call the police because we were out stock.  The part is not in stock and has been discontinued.  We also refuse to do any business with the customer at this point.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please have my order placed in back-order, I can wait for it even if it may take up-to 6 months. Also they did email me that they are placing my order in back-order later same day the complaint was filed. So if they can change the status of my order on their website; I don't have any issues on that part.
Regards,
[redacted]

All of our representatives (Sales, Technical Support & Customer Service) tried to our best to work with the customer from helping her figure out the model of her system along with the amount of memory currently installed in her system as she had no knowledge. There was...

no bait and switch as Ms. [redacted] did not know what to exactly order for her system. We hope she is able to find a solution & correct upgrade elsewhere for her computer.  As a courtesy, we have issued a full refund to the customer as of today. Ms. [redacted] may dispose of the memory module.

Customer filed a return request online on August 8th at 7 A.M. and this was approved on August 8th at 11:17am. The customer indicated the item was DOA and 'Motherboard was missing the cable lock-down pin for the mouse pad ribbon, so the ribbon could not be properly attached to the board.' Customer...

never noted he needed a refund on the submission nor did he e-mail the Returns Department or contact us directly online (we have an online forum that lets a customer speak directly with our returns department). Return information is provided for replacement since HP products listed on our website cannot be returned for credit. However, once the board is returned and found to be defective once inspected, we do allow for refunds if the customer makes this request and especially if they are on a deadline and/or a replacement cannot be shipped immediately by us. The customer never contacted our returns department until August 19th, which was already too late for a refund but since the motherboard was still under warranty, our representative [redacted] went ahead and told the customer to return it for a refund using the same RMA number. Internally, the return was approved for a refund on August 19th. Again, the customer never returned the part but contacted the returns department again on Friday, Sept. 9, asking if he could still return the part as he had been out of town and had forgotten to return. On Sept. 12 a manager reviewed his case and it was denied. We made attempts to help the customer with his return. There is an instance on 8/29 when he called our shipping department asking for a status of his refund. We cannot issue a refund without a part being returned. Our phone number, e-mail and the email sent to him online includes contact for our RMA department so I’m not sure why the customer was contacting our shipping dept. It appears the customer simply forgot to return the part in many instances or did not read carefully the return information provide to him, we cannot issue refund or replacement at this point since it is out of warranty and he never made any attempts to return the part for inspection, refund or replacement.

The customer's search (mentioned on his claim) via [redacted] brought him to our Memory4Less website listing for p/n [redacted]. P/N [redacted] is listed on the title as a '1 Gbps' adapter and again mentioned under technical specifications as having a data transfer rate of 1 Gbps. The customer...

purchased two pieces of p/n [redacted] right off our website and paid via [redacted].  This web order was then fulfilled as soon as payment was received. He's claim that "my order information took offline" is incorrect. During our online purchasing process, special order items are provided with specific return/cancellation policy right on our listing in blue font, as is the case with this part. This [redacted] part is normally non-returnable for a refund because many of our distributors offer them as final sale.  A link to our company return policy is also provided within the same listing/page right across the Revdex.com icon and along the 'contact us' and 'warranty info' links.  When a customer adds the part to their shopping cart and is ready to check out, again he/she is encouraged to read our return policy before placing order and is provided a link to it (see attachment). Our return policy is to charge a 25% restocking fee to incorrectly ordered parts and is standard with many other computer part stores online. The customer called our returns department on 11/11/2015 around 11:39am to request an return merchandise authorization number. Yes, it was originally denied as its normally non-returnable. After the customer insisted, the issued was reviewed by a manager and as a courtesy to the customer the order was approved for return with a restocking fee. We have attached a copy of the return information. the customer was not misled or misinformed, the information on the restocking fee & our return policy is available on our website for review. However, the customer did not do his due diligence before purchasing the parts to review this information. We are working with the customer via [redacted] arbitration and as of today, we have received his return. A refund for $708.46 ($853.56 - 25% restocking fee + the full sales tax originally charged) is being refunded via [redacted]. We cannot waive the restocking fee as our supplier will not take items back and a sale of this item is not foreseeable within the next couple of months due to being a special order item.

We don’t agree with many of the customers statements. For one, we don’t have any sales documentation indicating that the hard drives the customer ordered where compatible with a Dell PowerVault MD3000i. The customer Googled the part numbers and bought them directly from our website and not directly...

from our Sales Representatives.  See online item description: http://www.memory4less.com/m4l_itemdetail.aspx?itemid=1443620165, nowhere do we indicate compatibility with any system.
Secondly, customer ordered a specific part number and that’s what our warehouse shipped. On his initial call with our Returns department, the customer stated the part he received was not compatible because he needed firmware D598 and the firmware on the hard drive shipped to him was D590. Our representative informed him that we don’t carry part 0B23461 with D598 firmware, but would gladly take back the product with a restocking fee (which is standard in our industry) since it was within our 10 day return policy. Customer proceeded to tell us the hard drive he has is not exactly the same as the one in his system, and forwarded pictures of his product and ours. Pictures submitted by customer are proof that we shipped the exact part number ordered online and also show that his hard drive and ours contain the same firmware D590. At this point, we are unsure if the customer ordered an upgrade incorrectly or simply doesn’t need our part anymore.
Our company is not responsible for compatibility issues and customer should have called our sales team if he had specific needs (such as firmware or accessories).  We can lower the restocking fee to 20% however, customer needs to return the items by 6/27 as stated in his RMA and return information.
 RMA instructions sent to customer are attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Our mistake, this company doesn't appear to have the requisite technical knowledge to sell this hardware and no legitimate method to test it on the systems the sell it for.Doesn't appear that an amicable solution with this company will be forthcoming.  No worries, we'll hit social media and Amex.  Thanks for your help.
Regards,
[redacted]

I'm attaching all sales correspondence/information sent to Mr. [redacted] at the time of sale. Again, nowhere is compatibility with his system stated/promised. He only tried to verify compatibility with our technician after realizing the exact part number he ordered did not work in his system.  We originally agreed to a replacement (see first RMA email) but never waived any restocking fees. See the first original e-mail, a re-stocking fee would be applied and never waived. Also, our technician requested Mr. [redacted] send pictures so that we would  send exactly what he needed. Upon inspection of the photo, previously submitted in our first response to Revdex.com, the technician noted his system hard drive (what he claimed to need) was exactly the same part number and firmware he had ordered and was delivered. We  were confused as to what Mr. [redacted] actually needed for part number, since the picture submitted showed to identical hard drives (part and firmware). Our company, like other in our industry, do not sell by firmware, only by manufacturer part number. Mr [redacted] is incorrect in stating our technician promised a full refund, as this is only done in cases where our warehouse ships the incorrect part number from what is ordered or in cases where our sales department recommends/guarantees a part to work (usually stated in a quote). We have received Mr. [redacted]'s return, they have been inspected and tested to be in perfect working condition.  Mr. [redacted] has been provided a refund with a 20%, lowered from 25%, re-stocking fee as agreed upon on both Return information instructions sent to him.