National Express, Inc.

These [redacted] Hoses are a rip off. I have had to have at least 6 replacement hoses and they are always bursting and getting me soaked . Usually I call they send me a replacement now today I called and they said I have gone over my limit for replacements so how is that MY FAULT? They are supposed to come with a lifetime guarantee! I will tell all my friends not to purchase this product and am VERY DISAPPOINTED in the customer service you have to look all over the internet just to find a phone number for them . It is like they are hiding the fact that they know it is a poor quality product and do not want you to be able to get a resolution . They constantly either leak around the connector or they burst and sound like a shot gun went off my neighbors have witnessed this and ran over to see I was okay! Shame on you for making these hoses sound so easy to deal with . Believe me I am going back to my rubber hose that has lasted me years and YEARS!

Review: I called [redacted] to order a [redacted]. I gave out my debit card number wanting to order one. The system kept adding more of the [redacted] onto my order along with other items. I tried to get a person to help me, but I could never get out of the automated system. I don't know how much stuff was order or for how much, but I don't trust this company at all.Desired Settlement: I want my order cancelled completely. I don't want to be charged for anything and I don't want to receive anything.

Business

Response:

Our records indicate that the following customer placed an order from on 12/17/2014 for the [redacted] and the [redacted]. There were no additional units added to the customer's order. On 12/18/2014 this order was shipped to the customer and was delivered to the customer on December 22, 2014 according to the confirmation tracking information. Since the order has been already been shipped and received by the customer we cannot cancel the order.The customer can return the product to us, since we do offer a 90 day moneyback guarantee which is shipped with the customer's order for a refund as well as our return address which is on the package.

Review: On 4-11-2014 I ordered the [redacted], plus the second hose free by paying extra P&H, via internet. Somehow, the order was doubled, even though I called the company the same day to check, and I was assured that there was only one order in their system. About 2 weeks later, 2 sets of hoses arrived, and I was billed twice ($47.85 twice) for the 2 sets. Again I called the company and spoke to Joy explaining exactly what had happened, and I asked that they send me a pre-paid shipping label with which to return the 2nd set that I did not need or want. She replied that "We don't do that." I asked to speak with her supervisor, and she referred me to [redacted] @###-###-####. [redacted] was "not available" when I called. I called another day, and [redacted] said she would see what they could do. After a few weeks I called again, and [redacted] said she had sent the mailing label, but she would check. A third call to [redacted] brought the same assurance.Today is 7-26-2014. It is obvious to me that [redacted] has no intention to honor her word to me to send a mailing label. Even if I send the 2nd set back, I probably would never see a refund, based on my experience so far. Also I have in my archives an email confirmation of the original order for 1 hose plus one free that I can send if you'll tell me how to do so. Thank you. Sincerely, [redacted]Desired Settlement: Refund the extra $47.85, send me a pre-paid mailing label, and I will return the 2nd set of hoses unused, in original condition. (I requested the pre-paid mailing label because I was assured that only one order had been placed, & I didn't think I should have to pay to send the other one back.)

Business

Response:

Our records indicate that the customer placed two separate orders via our website for the [redacted] product. Our records does not show a duplicate order. These orders have notes that the customer was informed that since there were two orders placed customer needed to return the second order to receive a refund. As of yet we have not received the product back from the customer. We have no record that a call tag was issued.

To resolve this matter, we are issuing a [redacted] call tag today to have the merchandise picked up so that a refund can be issued to the customer account.

Review: I ordered [redacted] ( 3 hoses ) from TV infomercial and received them Sat. Aug. 16, 2014.All three hoses are defective.There was NO RECEIPT included with the order. The only paperwork was an "info sheet" for hoses. No return info or tel. #The return address on the shipping box was:National Express[redacted]I request a full refund. Since I received no receipt my total should be.... 2/ 50 ft hoses for $49.95 (1free) a 3rd hose for $49.95 plus $9.95 shipping. total refund $109.85Desired Settlement: Please send full refund to:[redacted]

Business

Response:

Our records indicate that the customer has contacted us for return instructions and has returned their order. We have received the merchandise at our warehouse on 9/10/2014 and have issued two

refunds for $99.90 for the merchandise and $29.85 for the s&H of this product. This customer has been refunded in full for their order.

Review: Saw a great advertisement for the Dap XHose Pro. Ordered two 75 foot hoses for $91.85 which included shipping. What a disappointing product! Since I ordered at the end of the summer I only tried them once before putting them away in the garage during the winter. When I tried to use them this spring the first one I used broke after the first try. I contacted the company and they sent me a return form. I had to package this defective hose and ship it back to them along with a check for 10.95. The shipping cost me 12.35. I only did this because I thought maybe I had gotten a bad hose. Boy was I wrong! I tried the other hose once more and then it busted on me today! I really think their product is defective and their advertising is fraudulent. I am now out $115.15 and would like this company to be held responsible for returning my money.Desired Settlement: Send me a refund of $115.15!!!!

Consumer

Response:

I filed a complaint 6/1/2014 and was assigned ID [redacted]. I asked the company to NOT cash the check that I sent and to NOT send me a replacement hose. They cashed my check. I will not accept any packages from this company. I did not know how to add this to my original complaint. I do not want any replacement hoses and would like a refund of $115.15.

Thanks,

-

I just saw on my bank statement that you cashed the check for 10.95 that I asked you NOT to cash! I DO NOT want a replacement hose and requested a refund for my postage and purchase price. I will NOT accept any package from your company. You now owe me a total of $115.15. Your product is defective and your advertising is fraudulent. You can send my REFUND to my address.

Business

Response:

Our records indicate that the following customer ordered from us in 2013 and recently returned his product for replacement under our lifetime warranty.

Since the customer has changed his mind before receiving a replacement and is requesting a refund for his returned merchandise, we are issuing a refund to his creditcar for his rned order.

Business

Response:

We have refunded the customer for $91.85, we canceled his replacement and issued a refund for $10.95 and we have also sent a refund for the $12.35 return postage.

Since this has been done we consider this matter resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

National Express stated that they had refunded $91.85 (for my original order), $10.95 (for my check that I asked them not to cash), and $12.35 (for my return postage for the defective hoses). I received a credit to my credit card for $91.85 on 6-20-14. I received a check in the mail for $12.35 on 6-23-14. I have NOT received credit for the $10.95 for the check I asked them not to cash.

I will accept their response to resolve this complaint as soon as I receive a credit for $10.95 as per their agreement.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Date Sent: 6/23/2014 9:45:02 PM

Review: [redacted]

I am rejecting this response because:

National Express stated that they had refunded $91.85 (for my original order), $10.95 (for my check that I asked them not to cash), and $12.35 (for my return postage for the defective hoses). I received a credit to my credit card for $91.85 on 6-20-14. I received a check in the mail for $12.35 on 6-23-14. I have NOT received credit for the $10.95 for the check I asked them not to cash.

I will accept their response to resolve this complaint as soon as I receive a credit for $10.95 as per their agreement.

Sincerely,

Sincerely,

Review: I purchased a garden hose (xhose) at a premium cost direct from the National Express Online website. Under normal use, the hose broke in less than one year. It cannot be repaired. I contracted the company and was informed that the hose comes with only a 90 day warrantee. This warrantee is not listed on their website, and was not disclosed to me when I purchased the item. My credit card record states that I was charged for the item on 10/12/13, although it was several weeks before I received it.Desired Settlement: I would like the hose to be replaced with a similar or better model. I also think that the limited warrantee details should be clearly disclosed on their website before placing an order.

Business

Response:

The customer was billed and shipped for his order in Oct 2012 (not 2013). Our records show that he did order from our website, which our commerical on our website clearly states 90 day moneyback guarantee. We do not offer a lifetime guarantee on this product and we do not state that we have a lifetime guarantee with this product. Also we send a 90 day moneyback guarantee with all our products, which the customer would have received upon receipt of his order. The customer has contacted us a year later for a replacement and was informed of our refund/replacement policy. We have tried to contact the customer to resolve this issue but the phone number listed a answering machine states and number for "[redacted]". We have also sent an email to this customer if he wishes to return the product we will send him a replacement of this product.

Review: I ordered 2 [redacted], 2 for the price of one, plus shipping for a total of $35.85 on October 21, 2014. I ordered these to be shipped to my parents address. My parents never received them, so I called their 800#, [redacted] and they assured me they would send the order right out again. A few weeks passed and my parents still did not receive their products. I called again and spoke to a supervisor who told me not only would they ship the order again, but they would credit my account for $35.85. Neither was done. I called the post office to trace it and they couldn't give me any information on it. Now I have emailed the company and no one answers the phone number. Almost 3 months later, I am contacting you for help. I can only assume this company is a fraud and that they are scamming other people on a daily basis.

Thank you for your help. [redacted]Desired Settlement: Refund of $35.85 and also delivery of product as promised by the company.

Business

Response:

Our records indicate that we shipped this product to [redacted], but billed to [redacted] of San Clemente, CA, the original order was delivered to [redacted] on October 23, 2014. We received a call on November 13, 2014 stating package was not received, so we reshipped the order which tracking states 2nd package was delivered on 11/28/2014. We contacted [redacted] today 1/20/2015 and she states she has received her order and she will contact her daughter to let her know that she has received the package. Since the tracking and [redacted] state the package was delivered and received we consider this matter resolved.

Review: Ordered the [redacted] 2 for 1 special. The site says 2-4 weeks for delivery, but mine took 6-8 weeks. One hose works, the other leaks like a sieve.I do not feel I should pay return shipping.There is NO ANSWER at customer service.No way to contact them for service.POOR QUALITY CONTROLDesired Settlement: I want the entire order refunded, and return shipping paid for.

Consumer

Response:

Sirs

After a great deal of time, I reached a customer service representative at this company and they are supposed to address my issues.

So I will get back to you if I still have a problem.

Thank you for your support!!

Review: On July 26, 2012, I purchased a "Nex XHose" for $37.90; from National Express, [redacted], Ct., [redacted].In September, 2012, the hose broke (sprang a leak), I called the company and they replaced it.In June 2013, the hose again broke (sprang a leak), I called the company and they again replaced it.In Aug, 2013, the hose broke again. On 8/22/2012, I called customer service and they said they would not be able to do anything about it. I asked for and got the number to the corporate office. I spoke to a lady there and she said the warranty was only for 90 days and they did not warranty the replacements. We spoke and she finally told me she would issue me a refund on my credit card. I waited and received nothing.I called again, 9/18/2013 and the lady at the corporate office said that there were no notes in my file from August and that they would only warranty the product for 90 days. I asked to speak to a supervisor and was told she was out.Desired Settlement: I would like to have a full refund of my $37.90. There is only my husband and myself at our home - the hose was in no way abused or even overused. As you can see from my having the hose replaced, it doesn't even last the 90 days it is warrantied for.I am sending you a copy of my bank statement under separate cover.

Business

Response:

The customer contacted our company stating the product was damaged/defective we issued a replacement in September 2012, the customer also contacted us again in June 2013 stating the product again was damaged/defective so we issued another replacement. We have not received any returned merchandise from this customer. Since we have a 90 day moneyback guarantee (less S&H) we have sent 2 replacements for this product. Since we have not received any returned merchandise we cannot continue to send replacements. Per the customer's request we are refunding this customer for her order for the $29.95 price of the product as stated in our 90 day moneyback guarantee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However, I would like to state for the record, each time I called customer service I asked if they wanted the old/defective hose back and they said "no". So, they are correct that no product was returned - if it had been, I would be asking for the postage to return them in my resolution. There were a total of 4 hoses - the original order was for 2. There were two more replacements - of one hose each time. As previously stated in my original complaint the none of the hoses lasted for the 90 day warranty period - original or otherwise.

Sincerely,

Review: I purchased a 75' XHose on January 1, 2013. It broke within the warranty period and was returned. The replacement product broke soon after arrival and was returned on March 1, 2013. A refund has not yet been credited to my account in spite of contacting the company.

Product_Or_Service: 75' XHose

Desired Settlement: DesiredSettlementID: Refund

A refund of the full purchase price of $59.80.

Business

Response:

Business Response /* (1000, 5, 2013/05/31) */

Our records indicate that Ms. [redacted] had returned her original order and a replacement was sent to her in March. We show that she also returned the replacement which was received at the end of April. We have no record of this customer contacting us regarding her refund.

It seems as because a replacement was already shipped and error was made and the refund not generated. We are issuing a full refund of $58.90 back to her credit card today, which will show up on her account next week.

Review: Since July 2013, I have purchased several [redacted], both regular and [redacted], with the most recent purchase being this past June. Even though we followed all the special care instructions, they have all failed at some point. I have, I believe twice, sent them back paying the additional charge required, to get a replacement. The straw that broke the camel's back was the one we just opened yesterday. It was a [redacted] Hose and failed almost immediately. I have spent, net, $96.70 for these hoses and have nothing to show for it. I feel that having to pay to return them just to get a new one is no longer an option since they all break. I don't feel I need to keep spending money on something I'll never be able to use.

When I talked to Customer Service today, I was told they only have a 90-day money-back guarantee from the ORIGINAL purchase date, regardless of when I received a new hose due to paying for a replacement. That seems to be a great way to get past the 90 days so they don't have to return your money - just keep telling you to get a replacement hose for for some reduced price and never really stating that the very first time you ordered one starts the 90-day count. Quite frankly, I don't remember even seeing anything about a full refund up til 90 days. I think this borders on false advertising.Desired Settlement: Full refund of the $96.70 I have spent on these hoses.

Business

Response:

Our records indicate that the following customer placed her first order with our company in July 2012 from our website, which she returned to us as defective and a replacement was shipped on 8/25/2012.Since that time the customer has not contacted us regarding that order. Since our our website states we offer a 90 day moneyback guarantee, two years is past the limit for a refund on this product.Our records indicate that the customer placed second order for 25 foot hose in July 2013 and had returned the product and was refunded on 8/9/2013 for this order.Our records indicate that the customer placed a 3rd order for in August 2013 for 2 50 foot hoses. Our records indicate that she returned one 75 foot hoses in June 2014 in which a replacement was sent.I am not sure where she purchased a 75 foot hose from but it was not from our company, unless we sent her a 75 foot hose in error instead of a 50 foot which she originally purchased from us.Our records indicate that the customer contacted us in October 2014 for a replacement, in which she was informed of our policies which is we offer a 90 day moneyback guarantee on our products.Also this product has a lifetimewarranty on this product in which the customer must return the product with the warranty form for a replacement.Since this merchandise was purchased in July 2012 and August 2013 it is past the stated refund policy. If the customer would like a replacement, the customer must return the product along with our warranty formfor a replacement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I think they're selling a faulty product and they don't want to stand behind it. Every time you send back a hose that's faulty you have to pay the postage on it plus a remittance to get a new one. This is a scam. I have NEVER had one of their hoses last any amount of time to make it worth their cost. I didn't expect a reasonable resolution to this complaint and I got what I expected. I will do everything I can to let all my friends know how awful this product is.

Sincerely,