Complaint: [redacted] I am rejecting this response because:It should state clearly on the website when you order that product is NOT returnableOr sale is final.And yes I am so angry because of the way this was handledYou only started communicating in earnest after I started complaining online and making a fussI contacted you by phone and email several times before and you only dismissed my concerns and ignored my wish to return and shipped it back without informing or updating me on progress Regards, [redacted]
We received the complaint via Revdex.com. Unfortunately, the item is an accessory and it is clearly stated in our returns policy that accessories do not qualify for a return. The reason is these items may or may not be resold for a variety of reasons - Safety, sanitary, etc. I understand...
that the customer advised that the package was never opened, but we have made good business faith returns in these instances only to find out that the item was in fact opened, wires were cut, etc. We could never resell the item again to any customer due to safety concerns. I'm sure when they purchased the item originally, they felt comfortable knowing they weren't being shipped an item that was returned.Our returns policy is here: https://www.elitefixtures.com/index.cfm/returns_policy.htmlHowever, in good business faith, if the customer wishes to return this item and it truly is unopened, etc we would be willing to make the exception. However, they would have to pay for the return shipping of the item and order the correct item. Please let us know.Kind Regards,Steven
[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.]
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]
Customer has filed several complaints across several services - [redacted] now Revdex.com. The claim was for a return, then a defective item, then a "never received" item, etc. On the claim to have never received the item the item was shipped to them and refused by...
the customer. Please see [redacted] tracking # [redacted] Initially the customer claimed the item was faulty and we advised the customer to ship the item back and the technical staff would troubleshoot the item. If the item was in fact defective, a new item would be shipped back and we would credit shipping costs. When the item was received, it was noted that the filter was not properly seated in the unit. Upon doing so, the unit functioned properly. The unit was then shipped back (and denied - see tracking above). Customer was angry and made several threats because he could not return the unit. The unit cannot be returned for sanitary purposes. We eventually advised the customer that we would take the item back in good business faith but there would be a 25% restocking fee. The customer complained that this is out of industry standard. However, it is not. In fact [redacted] has 50% restocking fees in certain categories and no returns in other categories. Our returns policy states this clearly (see below) Our Returns Policy: http://www.elitefixtures.com/index.cfm/returns_policy.html “The only exception to a return is the following: custom-made items or hand assembled items, sanitary items (i.e. Water Coolers, filters, UV lamps, etc), clearance items, open box items, accessories (i.e. bulbs, fabric/glass shades, remotes, wire, etc), installed items or any items that use fuel (i.e. gasoline products) are non-returnable unless defective. Please make sure that any return isuninstalled and in resalable conditionas it will be inspected upon return. “ In good business faith we will accept the return however a 25% restocking fee and shipping charges will be deducted. There isn't much more we can do for the customer and we have tried to work with him and he apparently continues to file complaints with all services to basically intimidate our company into catering him into all his demands. Unfortunately the item is not defective and is working and thus is treated as a remorse return.
Complaint: [redacted]
I am rejecting this response because:It should state clearly on the website when you order that product is NOT returnable. Or sale is final.And yes I am so angry because of the way this was handled. You only started communicating in earnest after I started complaining online and making a fuss. I contacted you by phone and email several times before and you only dismissed my concerns and ignored my wish to return and shipped it back without informing or updating me on progress
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because:It should state clearly on the website when you order that product is NOT returnableOr sale is final.And yes I am so angry because of the way this was handledYou only started communicating in earnest after I started complaining online and making a fussI contacted you by phone and email several times before and you only dismissed my concerns and ignored my wish to return and shipped it back without informing or updating me on progress Regards, [redacted]
We received the complaint via Revdex.com. Unfortunately, the item is an accessory and it is clearly stated in our returns policy that accessories do not qualify for a return. The reason is these items may or may not be resold for a variety of reasons - Safety, sanitary, etc. I understand...
that the customer advised that the package was never opened, but we have made good business faith returns in these instances only to find out that the item was in fact opened, wires were cut, etc. We could never resell the item again to any customer due to safety concerns. I'm sure when they purchased the item originally, they felt comfortable knowing they weren't being shipped an item that was returned.Our returns policy is here: https://www.elitefixtures.com/index.cfm/returns_policy.htmlHowever, in good business faith, if the customer wishes to return this item and it truly is unopened, etc we would be willing to make the exception. However, they would have to pay for the return shipping of the item and order the correct item. Please let us know.Kind Regards,Steven
[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.]
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]
Customer has filed several complaints across several services - [redacted] now Revdex.com. The claim was for a return, then a defective item, then a "never received" item, etc. On the claim to have never received the item the item was shipped to them and refused by...
the customer. Please see [redacted] tracking # [redacted] Initially the customer claimed the item was faulty and we advised the customer to ship the item back and the technical staff would troubleshoot the item. If the item was in fact defective, a new item would be shipped back and we would credit shipping costs. When the item was received, it was noted that the filter was not properly seated in the unit. Upon doing so, the unit functioned properly. The unit was then shipped back (and denied - see tracking above). Customer was angry and made several threats because he could not return the unit. The unit cannot be returned for sanitary purposes. We eventually advised the customer that we would take the item back in good business faith but there would be a 25% restocking fee. The customer complained that this is out of industry standard. However, it is not. In fact [redacted] has 50% restocking fees in certain categories and no returns in other categories. Our returns policy states this clearly (see below) Our Returns Policy: http://www.elitefixtures.com/index.cfm/returns_policy.html “The only exception to a return is the following: custom-made items or hand assembled items, sanitary items (i.e. Water Coolers, filters, UV lamps, etc), clearance items, open box items, accessories (i.e. bulbs, fabric/glass shades, remotes, wire, etc), installed items or any items that use fuel (i.e. gasoline products) are non-returnable unless defective. Please make sure that any return isuninstalled and in resalable conditionas it will be inspected upon return. “ In good business faith we will accept the return however a 25% restocking fee and shipping charges will be deducted. There isn't much more we can do for the customer and we have tried to work with him and he apparently continues to file complaints with all services to basically intimidate our company into catering him into all his demands. Unfortunately the item is not defective and is working and thus is treated as a remorse return.
Complaint: [redacted]
I am rejecting this response because:It should state clearly on the website when you order that product is NOT returnable. Or sale is final.And yes I am so angry because of the way this was handled. You only started communicating in earnest after I started complaining online and making a fuss. I contacted you by phone and email several times before and you only dismissed my concerns and ignored my wish to return and shipped it back without informing or updating me on progress
Regards,
[redacted]