We ship orders within 24 hours of processing however this customers credit card was not able to be authorized until late yesterday. We can not ship items without a pre-auth from the customers issuing company.
We do have record of the customer’s order
as well as their return. The customer purchased 2 frames and a bag on 1/31/2014
on 2/05/2014 called to say that he would be sending back a racquet and bag.
Once we received the frame with no bag our receiving department made notes and
notification was...
sent. Customer called back in April and at that point we
started a UPS investigation in which the claim came back as declined stating
the package weight when dropped off at the shipping store was the same throughout
the shipment and upon receipt. The bag by weight was not in the package when
shipped and we did not receive therefore we cannot issue a refund for something
that was not in the package. We tried to resolve the issue with a discount code
on a future order but we cannot give credit for items we do not receive. It also appears the customer started 5 different complaints through the Revdex.com for the same issue. We have been an upstanding company through the Revdex.com and take customer service very serious as been shown through those years. We would like all 5 complaints removed if possible.Thank you[redacted]
We will refund you for the shirt in full today for the issues on this item. As for the other info about pricing I do not see that on the account so cannot give any info on wrong pricing from a year ago. At this point we would like to just handle this issue and move on.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To answer the questions that you asked, I stated before I shopped online and purchased what I seen online which totalled to $99.00 (really $90 b/c I had a discount code). I called less than ten minutes later because I had placed the order and thought about I don't want any white on the tennis shoes because they get dirtry. It's no way I could inquire about a color change and change the order without calling in. I really don't appreciate how you are implying like I tried to scam you when I have purchased shoes from MIDWEST for the last 5 years and never had a problem before. The reason I am saying you are scamming me because you have every phone call recorded. Your agent specifically told me that the price of the shoe would not change with my order. If that was the incorrect information he should honor it. However your company charged my credit card a extra $75 dollars without my permission. So who is the scam artist?
Regards,
[redacted]
The information provided by the customer is incorrect. They did demo both frames and they did call to place an order after that the info is incorrect. The customer called to place an order for the 97 not the 97ls. Once he received if he did order the wrong racquet we never would have told him...
to try the heavier one when he had already demoed the frames he would have known if he liked it or not why would he even try it again? Once he realized he did not want the regular 97 he again demoed the 97ls. If he knew what racquet he wanted why demo it again? Once he realized he had made a mistake he then tried to send the used product back in which we offered him up to 75% of his original purchase price. We can give him 100% refund on the unused frame as for the used racquet we can give up to 75% of the purchase price in order to solve this issue.
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 me.
Regards,
[redacted]
We again apologize for any issues or confusion on this order. We had offered a discount on the color originally ordered if they did not want that color why did they order? If they wanted the other color why did they not just order that color at full price instead they ordered the discounted shoe and tried to get the full price shoe for the same price when calling. We did offer a discount of 20% but that we could not match the closeout shoe price. The other option was to ship out the original ordered shoe which they did not want. The customer decided to keep the shoe at the discounted price on our last phone conversation so I thought the issue was resolved. The customer received the newer shoe at the discounted price excepted that and moved on only to find out they took that discount and agreement and then started a Revdex.com complaint. They can send the shoe back used or unused for a full refund other than that we are unable to discount the shoe any deeper than we already offered and had excepted by the consumer.
It is in fact very simple. You said in your first email to the Revdex.com that you called the day you received the frames when you realized you had the wrong frames and we told you to use them to see if you liked but if you didn't you could send them back. Where is that info in this time line? If you liked the demo that much and hated the other why even consider that as an option. We offer free returns and even include a return label why not just return for the proper item? Why would you try the frame when you sent the demo back after a few days because you did not like? Why would you reorder the 97LS again after you demoed it 2 weeks and loved it? I have never once claimed that we could have not made a mistake we are human and mistakes happen daily I am just confused on why you would have even tried a frame you "hated" and mailed back after a few days. Again we are more than happy to return the unused racquet for a full refund as stated on the back of our invoice as well as our website. As for the used frame we will offer up to 75% back in a Midwest Sports gift card. We have been in business for 30 years and take our customer service very seriously and had hoped we could come to a resolution on this issue. It is 100% our responsibility to send you the proper product but if the wrong product was sent you could have returned both items unused for either a credit or exchange. If I buy something online that is that specific and that I had already tried and loved then that is the item I want and would not receive something I did not like use it and try and send it back. Thank you
We want to close complaint we verified refund.[redacted]
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 me.
Regards,
[redacted]
As stated by our staff [redacted] does not carry an outsole warranty for the shoes purchased. The statement of "if I would have called they would have told me not to buy them" was taken out of context. We stated if you wanted a shoe with a outsole warranty we would have not recommended these because they...
do not carry a warranty. The [redacted] shoe by [redacted] are a light weight shoe built for speed not durability and that is why they do not warranty the shoe. We did offer a discount off another pair that did carry a warranty but the customer declined that offer. We also offer a feature on a website that they could have just viewed shoes with a sole warranty.
We ship orders within 24 hours of processing however this customers credit card was not able to be authorized until late yesterday. We can not ship items without a pre-auth from the customers issuing company.
We do have record of the customer’s order
as well as their return. The customer purchased 2 frames and a bag on 1/31/2014
on 2/05/2014 called to say that he would be sending back a racquet and bag.
Once we received the frame with no bag our receiving department made notes and
notification was...
sent. Customer called back in April and at that point we
started a UPS investigation in which the claim came back as declined stating
the package weight when dropped off at the shipping store was the same throughout
the shipment and upon receipt. The bag by weight was not in the package when
shipped and we did not receive therefore we cannot issue a refund for something
that was not in the package. We tried to resolve the issue with a discount code
on a future order but we cannot give credit for items we do not receive. It also appears the customer started 5 different complaints through the Revdex.com for the same issue. We have been an upstanding company through the Revdex.com and take customer service very serious as been shown through those years. We would like all 5 complaints removed if possible.Thank you[redacted]
The customer can return for a full refund or exchange.
We will refund you for the shirt in full today for the issues on this item. As for the other info about pricing I do not see that on the account so cannot give any info on wrong pricing from a year ago. At this point we would like to just handle this issue and move on.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To answer the questions that you asked, I stated before I shopped online and purchased what I seen online which totalled to $99.00 (really $90 b/c I had a discount code). I called less than ten minutes later because I had placed the order and thought about I don't want any white on the tennis shoes because they get dirtry. It's no way I could inquire about a color change and change the order without calling in. I really don't appreciate how you are implying like I tried to scam you when I have purchased shoes from MIDWEST for the last 5 years and never had a problem before. The reason I am saying you are scamming me because you have every phone call recorded. Your agent specifically told me that the price of the shoe would not change with my order. If that was the incorrect information he should honor it. However your company charged my credit card a extra $75 dollars without my permission. So who is the scam artist?
Regards,
[redacted]
The information provided by the customer is incorrect. They did demo both frames and they did call to place an order after that the info is incorrect. The customer called to place an order for the 97 not the 97ls. Once he received if he did order the wrong racquet we never would have told him...
to try the heavier one when he had already demoed the frames he would have known if he liked it or not why would he even try it again? Once he realized he did not want the regular 97 he again demoed the 97ls. If he knew what racquet he wanted why demo it again? Once he realized he had made a mistake he then tried to send the used product back in which we offered him up to 75% of his original purchase price. We can give him 100% refund on the unused frame as for the used racquet we can give up to 75% of the purchase price in order to solve this issue.
[A default letter is...
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 me.
Regards,
[redacted]
We again apologize for any issues or confusion on this order. We had offered a discount on the color originally ordered if they did not want that color why did they order? If they wanted the other color why did they not just order that color at full price instead they ordered the discounted shoe and tried to get the full price shoe for the same price when calling. We did offer a discount of 20% but that we could not match the closeout shoe price. The other option was to ship out the original ordered shoe which they did not want. The customer decided to keep the shoe at the discounted price on our last phone conversation so I thought the issue was resolved. The customer received the newer shoe at the discounted price excepted that and moved on only to find out they took that discount and agreement and then started a Revdex.com complaint. They can send the shoe back used or unused for a full refund other than that we are unable to discount the shoe any deeper than we already offered and had excepted by the consumer.
It is in fact very simple. You said in your first email to the Revdex.com that you called the day you received the frames when you realized you had the wrong frames and we told you to use them to see if you liked but if you didn't you could send them back. Where is that info in this time line? If you liked the demo that much and hated the other why even consider that as an option. We offer free returns and even include a return label why not just return for the proper item? Why would you try the frame when you sent the demo back after a few days because you did not like? Why would you reorder the 97LS again after you demoed it 2 weeks and loved it? I have never once claimed that we could have not made a mistake we are human and mistakes happen daily I am just confused on why you would have even tried a frame you "hated" and mailed back after a few days. Again we are more than happy to return the unused racquet for a full refund as stated on the back of our invoice as well as our website. As for the used frame we will offer up to 75% back in a Midwest Sports gift card. We have been in business for 30 years and take our customer service very seriously and had hoped we could come to a resolution on this issue. It is 100% our responsibility to send you the proper product but if the wrong product was sent you could have returned both items unused for either a credit or exchange. If I buy something online that is that specific and that I had already tried and loved then that is the item I want and would not receive something I did not like use it and try and send it back. Thank you
We want to close complaint we verified refund.[redacted]
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 me.
Regards,
[redacted]
As stated by our staff [redacted] does not carry an outsole warranty for the shoes purchased. The statement of "if I would have called they would have told me not to buy them" was taken out of context. We stated if you wanted a shoe with a outsole warranty we would have not recommended these because they...
do not carry a warranty. The [redacted] shoe by [redacted] are a light weight shoe built for speed not durability and that is why they do not warranty the shoe. We did offer a discount off another pair that did carry a warranty but the customer declined that offer. We also offer a feature on a website that they could have just viewed shoes with a sole warranty.