Misty Mate, Inc.

Hi [redacted], Due to the extended delay (which has been out of our direct control), we will be shipping this customer- not just a replacement part- but a brand new complete unit at no cost to him- tomorrow.  Let me know what additional details you need from my end in order to update the case in your system.   Thanks and best regards, [redacted] MistyMate Logo TEL: [redacted]FAX: [redacted]

From: Customer Service Sent: Friday, June 19, 2015 1:49 PMTo: '[redacted]'Subject: RE: Contact Form Hi [redacted], Thank you for contacting us and sending this detail! Your replacement nozzles will ship out to you...

on Monday.  We will send you a full set at no cost due to the delay.  Please expect this to arrive within 5 business days.  You may register your warranty here on our website http://www.mistymate.com/warranty/index Let us know if you need anything else.    Thanks and best regards,  www.mistymate.com

Nozzles received as promised.  Thank you very much.  A+ rating for keeping your word!

This customer's replacement parts are shipping out today at no cost to him.

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.

Regards,

[redacted] I did receive the items.It was not overnight as ordered.I would like a refund on my expedited shipping only

Apologies for any delay in reply.  We are sending this customer a full set of replacement nozzles at no cost.  The customer should receive them within 5 business days.

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.

As I have stated to the company many times via email and phone messages.  I was willing to pay for the parts (which they offered to ship me for free) BUT as of this date, 11-10-14 nothing has happened.  If they do reply via email, it has been one excuse after another.  Yes, I requested a refund, as that was one of the offers Revdex.com ask me to provide as a possible settlement to this, BUT Misty Mate has yet to even have a manager contact me to talk about it.  I have only had one email message (since I opened the Revdex.com complaint) and that was more excuses from the same rep from Misty Mate.  And even in their reply to this, the "date" for this move is different.  At this point, I do want this issue resolved, but after 34 days of fighting Misty Mate and getting excuses I doubt that will ever happen.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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. Attached to forward to the Misty Mate representatives are pictures showing all of my order information and a visual aid of EXACTLY what is broken. I did not authorize them to send me a new system because then I will have a broken system laying around that I will have to figure out how to dispose of PROPERLY. Since they irresponsibly didn't even offer to take the old one back for refurbishing, repairing, or recycling, I would have to put it in the landfill; I'm not cool with that! Since they didn't even respond to my last E-mail, I had to provide them with all the information I had at the time, hence the attached proof of purchase: a screenshot of the purchase from [redacted]. They WERE in direct communication with me, but they suddenly just stopped, which is why I'm going through the Revdex.com in the first place. Whether I said this item was covered under a 5 year warranty or a 4 year warranty is irrelevant. The point was that I was WELL WITHIN the warranty period. I would rather have a refund since I am convinced that the new system will just do the same thing again unless they send it with brass JETS AND FITTINGS instead of plastic ones. That was an option, but only for the jets. I say again, the things that are broke ARE NOT the jets!!!! The threaded fitting that the jets screw into is the thing that needs to ALSO BE BRASS.Whether this was purchased from a third party or not is irrelevant, I registered the system warranty at MistyMate.com with the following product key: [redacted]The following options are the only two options that will satisfy me:#1. All Misty Mate products sent to me whether functional or not shall be sent back to Misty Mate headquarters at their expense to HOPEFULLY be repaired or refurbished and resold to another customer, or recycled in another responsible and environmentally appropriate way. THEN, I will be issued a full monetary refund.#2. I received a brand new Misty Mate system fitted with BRASS NOZZLES AND FITTINGS. Not just NOZZLES, but FITTINGS AS WELL.TWO OPTIONS ONLY. CHOOSE!!!!!!![Provide details of why you are not satisfied with this resolution.]

Regards,

The [redacted] tracking # for your order is: [redacted]

This has already been processed to ship.

The [redacted] tracking number for the shipment is: [redacted]. Upon tracking, this order already delivered on 8/4/15.

USPS tracking #: [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business...

to perform this action and, if it does, will consider this complaint resolved.

Regards,

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. My address is [redacted]. My product key number is [redacted]

Regards,

Misty Mate, Inc. offers a one (1) year manufacturer’s warranty on the specific model that customer [redacted] owns: “16 Classic Personal Mister”.  Please note that our standard warranty policy requires the customer to submit proof of purchase and/or warranty product...

key number in order to process a claim.  Misty Mate fully stands behind its product’s quality and therefore agreed to send [redacted] a replacement part- at no cost to him- even though [redacted] did NOT submit the proof of purchase nor warranty product key number required.  Shortly after the initial correspondence with [redacted], our company began a full re-location of its facilities- including relocation of their warehouse.  As can be expected, during this time there has been limited access to email correspondence.  As of today, the new warehouse is not yet ready to process any shipments.  This process has taken longer than expected and we sincerely apologize for any inconvenience this delay has caused [redacted].  As soon as our warehouse is operational, we will send out a replacement part to [redacted] right away.  The new projected date for this is 11/17/14.  Please understand that if we had the capability to send [redacted] the part sooner- we would.  It is physically impossible for us to make shipments during this re-location period.  In the desired settlement stated above, [redacted] mentions that he would like a full refund. [redacted] did not mention this in any of his direct correspondence with our company.  [redacted] would need to provide proof of purchase to verify where he purchased the unit from.  After we received this complaint from Revdex.com, we emailed [redacted] on 11/6/14 and he has not yet provided these details.  Our standard refund policy as stated on our website is below:If you have purchased a Misty Mate product from MistyMate.com or from a Misty Mate Customer Service Representative, you are granted a ten (10) business day period from the date of purchase to initiate contact with Misty Mate, Inc. in regards to a return. Please contact us via telephone or email as soon as possible to obtain a RMA number, if applicable. Refunds will only be issued if a RMA number has been obtained from Misty Mate, Inc. The product you wish to return must be in Resalable Condition in order to receive a full refund. Resalable Condition is defined upon the following terms:• Product must be cleaned thoroughly. • Product must be completely dried from any water or usage prior to return shipping. • Product must include all of the original parts andaccessories that were originally included. • Product must not be altered, serviced, upgraded or expanded from its original form. • Product must not be damaged by operating outside guidelines for which it was designed and intended by Misty Mate. • Product must not be damaged caused by accident, misuse, stress, negligence, fire, water damage or other external causes. • Product must not be modified to significantly alter its functionality or capability. • Any and all original Misty Mate logos and trademarks must be on the product.Misty Mate retains the right to determine whether the returned product meets the Resalable Condition standards as stated above. IF THE RETURNED PRODUCT DOES NOT MEET THE RESALABLE CONDITION STANDARDS, IT MAY RESULT IN REFUSAL TO YOUR REFUND REQUEST.  Misty Mate will issue a refund based only on the original price and paymentmethod in which the order was placed.

Misty Mate's customer service is TERRIBLE! I have been emailing them for over two weeks and they responded first by saying the misters were not their product, so I emailed them a copy of the information that came in the box. That was 10 days ago and I haven't heard from them since!! Will never buy their misters again. not only is the customer service poor, but this is the second time in less than two years that I have had defective parts. They are very cheaply made. I would not recommend the product or the company.

We apologize for the delay in reply and shipping error.  We will ship out the missing nozzles from this customer's order tomorrow morning.

Apologies for the delay in reply.  Replacement nozzles will ship out to you on 7/24 at no cost under your warranty.

Are they sending 2 full sets of the newly designed nozzles (8 total) ??   I purchased 2 Misty...

Mates.Thanks,[redacted]