Complaint: ***
I am rejecting this response because: the product was NOT broken when I returned itIt was very cheaply made with soft plastic clips instead of metal
onesFurther, they did not give me a full refundI paid $for this defective screen and I sent it back, once again paying the shippingThis is far from a full refundThis is the email response they sent when I contacted them saying I wanted to return the screen:"Upon receiving the product in good, resalable condition, we will refund you 80% (there is a 20% restocking fee) of the original purchase price which is $You would be responsible to pay for the shipping cost to get the product shipped back to us. Please allow 7-business days for the funds to post back into your account." This is a copy of the invoice:***
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As you can see their response is a long ways from the truth
Sincerely,
*** ***
Our customer making this complaint ordered the wrong size door. We made the door to size he input on our online system. We sent him a new door at our cost to attempt to soften the problem. We do state online that custom products cannot be returned.
***The time delay was partially do to the customer not responding to us in a timely manner. And when he did respond it did not go to the email given for him to do so. He sent email to Andrew, who was on vacation when he was told to respond to sales that week.The product has been shipped and received the second time. Tracking numbers were sent when shipped.We are sorry for the problem and hope that all is good now
Initial Business Response /* (1000, 6, 2015/10/26) */
We sent them the product that is described on our web site. All "copper" insect screen is 90% copper and 10% zinc.
Here is the description on our web page on [redacted] as it clearly states it is 90% copper and 10% zinc.
90% Copper 10%...
Zinc
18 x 14 Mesh
.011 Diameter
Durable
Bronzes Over Time
You may got to our [redacted] page http://www.[redacted].com/Copper-Screen-36-Inch-25/dp/B00N19V97K/ref=sr_1_4?ie=U...⇄ />
The product sent is what is described.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a screen Print of what I paid for the Copper Mesh attached below, and it was $305, and I also checked on [redacted] and could not find any of the above prices on [redacted] so you either do not know what you are charging on [redacted], or are blatantly charging too much for the item, or ripping off your customers. Furthermore, I followed all your [redacted] return instructions, and after calling your associate was told I would receive a full refund. Third, This was labeled under copper mesh, but when received, it states on the box "bronze Mesh", not copper mesh. It should not be advertised as copper if it is bronze. I would like the complete refund of $305 back to my [redacted].com card, for false advertisement, as well as making false prices for this Revdex.com complaint, when I have a screen print with the $305 charged for the item, and then not refunding the amount when returned according and within your guidelines.
Final Business Response /* (4000, 11, 2015/11/02) */
We did not false advertise. In the description it clearly states 90% copper and 10% zinc. We have been offering this product for 20 years this way and never had this issue. Clearly the customer did not want pure copper.
Our web site offers pure copper if the customer really wants to purchase that at a much higher price
[redacted]
As a courtesy we will refund the restocking fee if the customer agrees to the fact we did not misrepresent them and that the description is accurate on [redacted] Which it is.
Initial Business Response /* (1000, 5, 2015/09/15) */
We gave this customer several options and came to the conclusion with the manufacture that he installed incorrectly.
We offered instructions on how to fix, offered replacement parts at no charge and even offered to have him return the door for...
a repair at no charge under the standard warranty even though it is not under warranty. Keep in mind this order was placed last spring and the door has been installed for a few months.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems this merchant is unwilling to compromise; And that customer service and a satisfied customer is not a priority. Therefore, I request the Revdex.com post this complaint and mark as "Unresolved" "Customer not satisfied". I will then contact the manufacture and inform them how poorly this merchant is representing their product.
We gave the customer a full refund for the product over a month ago even though the product was returned to us broken
Complaint: ***
I am rejecting this response because: the product was NOT broken when I returned itIt was very cheaply made with soft plastic clips instead of metal
onesFurther, they did not give me a full refundI paid $for this defective screen and I sent it back, once again paying the shippingThis is far from a full refundThis is the email response they sent when I contacted them saying I wanted to return the screen:"Upon receiving the product in good, resalable condition, we will refund you 80% (there is a 20% restocking fee) of the original purchase price which is $You would be responsible to pay for the shipping cost to get the product shipped back to us. Please allow 7-business days for the funds to post back into your account." This is a copy of the invoice:***
***
* * *** *** * *** ** *** *** *** *** *** *** *
***
*** ***
***
*** ***
*** *** *** *** ***
*** ***
As you can see their response is a long ways from the truth
Sincerely,
*** ***
Our customer making this complaint ordered the wrong size door. We made the door to size he input on our online system. We sent him a new door at our cost to attempt to soften the problem. We do state online that custom products cannot be returned.
***The time delay was partially do to the customer not responding to us in a timely manner. And when he did respond it did not go to the email given for him to do so. He sent email to Andrew, who was on vacation when he was told to respond to sales that week.The product has been shipped and received the second time. Tracking numbers were sent when shipped.We are sorry for the problem and hope that all is good now
Initial Business Response /* (1000, 6, 2015/10/26) */
We sent them the product that is described on our web site. All "copper" insect screen is 90% copper and 10% zinc.
Here is the description on our web page on [redacted] as it clearly states it is 90% copper and 10% zinc.
90% Copper 10%...
Zinc
18 x 14 Mesh
.011 Diameter
Durable
Bronzes Over Time
You may got to our [redacted] page http://www.[redacted].com/Copper-Screen-36-Inch-25/dp/B00N19V97K/ref=sr_1_4?ie=U...⇄ /> The product sent is what is described.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a screen Print of what I paid for the Copper Mesh attached below, and it was $305, and I also checked on [redacted] and could not find any of the above prices on [redacted] so you either do not know what you are charging on [redacted], or are blatantly charging too much for the item, or ripping off your customers. Furthermore, I followed all your [redacted] return instructions, and after calling your associate was told I would receive a full refund. Third, This was labeled under copper mesh, but when received, it states on the box "bronze Mesh", not copper mesh. It should not be advertised as copper if it is bronze. I would like the complete refund of $305 back to my [redacted].com card, for false advertisement, as well as making false prices for this Revdex.com complaint, when I have a screen print with the $305 charged for the item, and then not refunding the amount when returned according and within your guidelines.
Final Business Response /* (4000, 11, 2015/11/02) */
We did not false advertise. In the description it clearly states 90% copper and 10% zinc. We have been offering this product for 20 years this way and never had this issue. Clearly the customer did not want pure copper.
Our web site offers pure copper if the customer really wants to purchase that at a much higher price
[redacted]
As a courtesy we will refund the restocking fee if the customer agrees to the fact we did not misrepresent them and that the description is accurate on [redacted] Which it is.
Initial Business Response /* (1000, 5, 2015/09/15) */
We gave this customer several options and came to the conclusion with the manufacture that he installed incorrectly.
We offered instructions on how to fix, offered replacement parts at no charge and even offered to have him return the door for...
a repair at no charge under the standard warranty even though it is not under warranty. Keep in mind this order was placed last spring and the door has been installed for a few months.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems this merchant is unwilling to compromise; And that customer service and a satisfied customer is not a priority. Therefore, I request the Revdex.com post this complaint and mark as "Unresolved" "Customer not satisfied". I will then contact the manufacture and inform them how poorly this merchant is representing their product.