Monoprice, Inc.

We apologize for the delay in getting back to you in regards to your warranty repair.  One of our tech support associates will reach out to you shortly to provide you a label to send in your printer for repair.

We apologize for the inconvenience we have caused the customer.  We are pushing the Refund through today and it should post to his account within a few business days.

Initial Business Response /* (1000, 8, 2016/02/10) */
Contact Name and Title: [redacted] Monoprice Tech
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@monoprice.com
We apologize for the issues you have experienced. We have refunded you for the item you did not receive and we will ship you...

the missing piece free of charge. Thank you for your time and patience with this issue. Please let us know if there is anything else we can do for you [redacted].
[redacted]
Monoprice Technical Support Supervisor.

the customer can return the items in April on their next scheduled day off.  Once we receive the items we will issue the refund.

Initial Business Response /* (1000, 9, 2016/03/31) */
Monoprice is not responsible for charges made by third party shipping companies to personal/business accounts as we do not set pricing. Shipping orders in multiple packages is at the discretion of Monoprice. In an effort to prevent damage to...

your order, multiple shipments may be used to fulfill orders safely, regardless of who is responsible for the shipping cost.
Initial Consumer Rebuttal /* (3000, 11, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Monoprice should have notified customer that product was being shipped in 3 packages and not one so that shipping price determination could be made.

We issued Mr. [redacted] a label on 1/4/2017 to return the item to use for a refund.  Once the item is returned to us we will issue the refund for the full amount.

This is a duplicate complaint to [redacted] please close out this complaint and we will respond to the first complaint.

We apologize for the delay in getting a replacement out.  We will issue a store credit to the customer for the cost of the item as well as mail out the same cable he is waiting for in a shorter version.

We apologize for the issues you have had with our product.  We will reach out to the appropriate channel and get confirmation when we can replace the monitor, then reach out to the customer and discuss possible solutions.

we will reach out the customer to resolve this issue.

Revdex.com:
Monoprice Customer Service contacted me independently of this claim and resolved the issue. Thank you very much.

Refund has been reprocessed, if you do not see the refund in a few days please reach out to our customer service team and we will ensure you receive the refund.

I am rejecting this response because:
I do not feel there is a need to contact Monoprices legal department. The Revdex.com should be able to resolve this matter and have them cease and desist collecting tax on shipping charges.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12426629, and find that this resolution is satisfactory to me.Thankyou.I am hope this will not happened again. [redacted]

Unfortunately the item is out of stock and we are not sure when more open box units will be available.  If the customer would like to replace the order when it becomes available again we can look into possibly offering some sort of compensation.

I finally received the package today. But this remains to be a pretty bad experience that I've never experienced before in any online shopping stores

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. I had done business with them in the past and had advised dozens of people to use them. However they have lost me as a customer and I regret that.

Final Consumer Response /* (2000, 6, 2016/07/14) */
After filing this complaint, and retailer being contacted, the have finally decided to refund the amount owed.
The complaint can now be closed.
Below is a copy of the correspondence from the retailer.
Hello [redacted].

We have issued a...

refund in the amount of $40.00, please allow 3 to 5 business days for the refund to post to your account.
Please let me know if further assistance is needed and I hope you have a wonderful day.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12722396, and find that this resolution is satisfactory to me.

if the package does not have a scan by tomorrow we will issue the replacement next day as stated before.