National Direct Internet Yellow Pages

We have been in contact with this customer multiple times. He chose to return an exhaust kit to us. He paid the shipping back. It was damaged during the return shipping. We explained to the customer that since we were not the ones that shipped it, he would have to file the UPS claim. UPS...

would not allow us to file the claim being we did not ship the items.    He told us he didn't have time to file the claim. We told him we could some some kind of credit but not for the full amount because it was damaged. We told him these were the too options, file the claim and let UPS refund him or we would go out of our way and do a partial refund via in store credit.   Customer hung up on us and would not respond, so we shipped the exhaust back to him. Again, he can be refunded in full simply by filing his UPS claim or we will still offer him the partial refund - even when we sent the exhaust back and we have nothing in our hands.    TIMELINE OF COMMUNICATION: 7/16/15 - call from customer -- customer informs us he sent back the exhaust and wants his refund. We find out it is back but damaged. We tell the customer we have to call UPS and will call him back.  7/16/15 - We contact UPS -- We can not file claim. UPS instructs us to have customer file the claim 7/16/15 - We call customer back -- No answer. We leave a voicemail and send email. 7/17/15 - call from customer -- Customer got upset. He said he doesn't have time to file the claim. We present both options but customer hangs up on us.  7/17/15 - we call customer back -- gave him some time to cool off. No answer left voicemail 7/18/15 - we call twice - no answer 7/20/15 - send customer an email. We don't have room in receiving to continue to hold the items. We ship the items back.      [redacted]
[redacted] [redacted]

We have been trying our best to resolve this issue with [redacted]. He has posted reviews on Google to the public that this RMA/Return was completed and we "STOLE HIS MONEY". This is very far from the truth. Please see the attached pdf of our email conversation. He continued to use foul language at our...

Customer Care Reps (CCR) while we insisted on trying to help him. We simply needed some information to move forward - especially if the package was insured by him. We opened the box and refunded him only for what was inside the box that he returned. We tried multiple times to explain we needed the tracking number and needed to know how many boxes he sent. We need the tracking number so he can start a claim and we need to know how many boxes he sent so we could determine if there is possibly another box on the way to us.  We are not trying to cheat [redacted]. We simply did not receive some of the parts he is trying to return to us and his public reviews on Google are a flat out lie being we will refund him in full for his parts if we get them back. If he wants to leave the false review public that we don’t want to refund him then we will chose to not refund him for parts we never got back. We don’t feel it is fair to be bullied into refund the customer for parts he did not send back or were missing because of shipper damage. If he did send the parts back, he needs to contact the shipper to start a claim being the package is now missing parts. We will work with any shipper to help the customer with his claim. Being we are not the ones that shipped the products, we simply can’t be the ones that file the claim. If it was our shipping, then we can do the claim easily. All we are asking the customer to do is simply pull down the false review that we don’t want to help him and we are stealing his money. Let us work something out and then he can leave a review that is truthful. We want to help him but we will not let customer use false public information to bully us into doing something we should not have to do.