National Express, Inc.

Our records indicate that the customer did order the product from our company and did return the 25 foot an did re-order the 50 foot.
As for the product exploded if you put two together, is incorrect.  We do not know why our customer service representative would give out that...

information since it is not true.
You can connect two Xhoses together, we do not recommend more than two at a time, because the more you connect together it may cause a drop in water pressure which will the hoses will not expand because there is not enough water pressure, which is the complete opposite of the information given to the customer.  We are checking into this claim so that our customer service representives are giving out the correct information.
The customer has returned the product to us and has been refunded in two separate refunds one for the product and the second for the shipping and handling charges.

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. 
Sincerely,
[redacted]

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.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]h
 
Good day [redacted]
 
My name is [redacted] VP
Operations & Risk Management for National Express Inc.
 
I am writing in reference
to your Revdex.com complaint filed, Complaint ID #: [redacted]
concerning [redacted] purchase you had made "July12th".
 
I have attached my
response to the [redacted] for your review and
record.     Unfortunately, I was unable to identify your
purchase in our system, however if you would be so kind to provide me with the
information below I can address your complaint personally.
 
·        
Where exactly
did you make your purchase?
·        
What color is
the hose you purchased?
·        
How long was
the hose you purchased?
·        
Do you have a
receipt of the package the hose was purchased in? if so please send me photos
of all side of the package and especially the UPC number.
 
With this information I
will be in a better positon to assess this case and provide a replacement.
 
Please send your response
directly to my attention at [redacted]
*
Have a nice holiday and I
look forward to receiving your response.
 
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]   December 30, 2016     Revdex.com Serving Connecticut [redacted], Complaint Consultant [redacted] Cromwell, Connecticut  06416   Complaint ID #:    [redacted] Re:                          [redacted]                             [redacted]                               [redacted]
[redacted]                              [redacted]     [redacted]
* I am in receipt of the aforementioned complaint, I have conducted a search to identify the complainant in our system, and unfortunately I was unable to identify and confirm any purchase made by [redacted] with the information provided in the complaint.   The following reasons this may be: ·              The product was purchased from a retail establishment; our office would not have records of these sales. ·              The product was purchased from an internet site other than the official [redacted]e web site; our office would not have records of these transactions. ·              The product purchased was NOT a genuine [redacted] and may be a counterfeit or a competitors product.   In any event, I will I will contact [redacted] directly r to determine more detail information in order to resolve this complaint.   If you have any questions or comments please do not hesitate to contact me directly,

We have received the customer's complaint. Our records indicate that the following customer did not order directly through our website or our television commercial. This customer has purchased this product through [redacted].Since there are several vendors on [redacted] selling this product, customers...

must reach out to the company in which they purchased the product from in order to contact the correct customer service department for their purchases.We have forwarded this complaint to to the division which handles the customer service department for [redacted] purchases for NEI As Seen On TV.  They have sent replacement blades for both the dicing and chop blade today via [redacted].
The Tracking number is [redacted].  Since this product is shipped from CT, the customer should expect 5 to 10 days for delivery from the [redacted].

Dear [redacted]
I am in receipt of the Revdex.com decision regarding my complaint ID #[redacted].
As mentioned as stated the Revdex.com has closed the file , relative to my complaint, against National Express.
With all due respect I am not interested in keeping the replacement hoses.
It is my opinion that the hoses, that they market are a shoddy item.  Their quality control is less than stellar.
It is my opinion, therefore, that the replacement hoses will also experience the same problem and I might be
spending my time going back and forth with National Express. I do not want this situation.  I imagine that if they
were actually receiving back the defective hoses they would have a warehouse full.
Once again I am willing ready and able to return all 4 hoses (at my expense) to National Express in return to receive a full
refund in the amount of my initial outlay.
I look forward to a favorable reply.
My regards,
[redacted]

We are sorry that this customer is not happy with this product.  We offer a 90 day moneyback guarantee on all of our products. 
Although we are not sure why the customer is having a problem with this product, since this product even sticks and picks up the box it comes...

in.Since we do offer a 90 day moneyback guarantee, we are issuing a call tag for this merchanise to be picked up from the customer for  a refund and also
to see what is the problem with the 2 items the cusotmer received.
Once the product is received back we will issue a full refund to the customer.

Our records indicate that this customer placed her order in May, which we advertise 2 to 6 weeks for delivery.  We mailed her an backorder notice June advising her of the delay in her order.
Our records indicate that her merchandise was shipped on 6/26/2014.  I have tracked her...

package and there is no confirmation of delivery, we have left a message with the customer to contact us to resolve this matter with the customer.

Our records indicate that the customer placed their order in February 2014, which was shipped to the customer. Our records indicate the customer contacted us regarding her order and a replacement had been shipped.
The customer also contacted us for the status of the replacement, in which...

was given the tracking information for the replacement sent on 4/29/2014.  The customer has not contacted us since to notify of us of non-receipt of replacement of further problems with their purchase. 
Since the it has been almost 6 months since the replacement has been sent, the [redacted] tracking is no longer available to confirm that the replacement has been delivered.  We also do not show the package being returned to us.
Since the customer states they have not receive their replacement we are issuing a refund to the customer.

Our 800 number is on the customers credit card statement and also they contact us via our website.  We have contacted Ms. [redacted] regarding her order. She stated she returned her order to us but did not have that information when we contacted her. We informed her that we did not have a record of...

the returned merchandise that is why she did not receive a replacement or refund. Ms. [redacted] requested a replacement which we are sending to her per her request and she now has our number so she can contact us if she needs to. We have resolved this issue with this customer.

Our records indicate that the following customer a total of two hoses which were shipped on January 2014.  Our records indicate the customer  contacted us in June regarding a problem with the hoses.
We offer a 90 day moneyback guarantee with the product.  The customer was...

informed if they would like a refund even though it was past the 90 day guarantee that they would have to return the product and a refund would be issued.  The customer was also offered free replacements without having to return the product, which the customer accepted.  Replacement has been shipped to the customer and delivered on July 3, 2014.   Since we have replaced this product per the customers request no refund is due and we feel this matter has been resolved.

Customer does not need to return broken hose.  Customer needs refuse delivery on replacement which has already been shipped and the expected delivery date is Thursday 6/19/2014. Please refuse delivery on package do not open and write return to sender and it will be returned to us at no expense and we will refund for order.

We spoke to customer, customer requested refund for defective/damaged product.  We have resolved this matter with the customer, per customers request we have refunded the customer's order.

Our records indicate that [redacted] Placed an order with for the [redacted].  Per our website, which states:  "Due to overwhelming demand, please allow 2 – 6 weeks for delivery".
We have also mailed a postcard to this customer notifying her of the delay.  Our...

records show that she ordered a total of 4 different items, while some of the merchandise is stock two of the items areare causing the backorder.  I have left Ms. [redacted] a message today to speak to her regarding her order to try and get her order shipped. 
We cannot and do not bill orders that have not shipped.  Ms. [redacted]'s order has not been billed to her since her order has not shipped, Once her order ships her order will billed.

thank you for all the help,  they called 2 days ago and said they would send me the right hose and I could keep the wrong one, I was going to wait until I got them but your e-mail said let you know as soon as there is a resolution.. it could not have concluded any better.  thanks...

again    [redacted]

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 if indeed this is true.  What day was the shipment made please?  When should I expect the delivery?
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory but replete with lies.  I will accept their response FOR THE TIME BEING.  I was NEVER told by [redacted] the hoses were back ordered.  If they were backordered since early August or I should have been told.  I was informed one hose was shipped on 8/30 but I never got it.  [redacted] told me in no uncertain terms I would receive three hoses by Friday, 9/19.  I told her I would gladly return the three defective hoses but did not have an appropriate carton.  She said when I received the hoses (on 9/19) I could use the box they came in and she was sending a call tag.  I had to phone the company because said tag was never received (they said it was sent out) and [redacted] said she'd send another one which arrived on 9/15 or 16.  September 19th came and went.  No hoses arrived.  It was only when I phoned National Express for the umpteenth time, and spoke to somebody else did I find out the hoses were never shipped because they were on back order.  I truly believe if I did not file a complaint with you I never would have received any hoses at all.  They claim two shipments were sent to me recently when in actuality all three hoses arrived in one shipment, yesterday, Tuesday, October 7th.  Part of this entire problem is that all new hoses have all been defective so I get virtually no use out of them.  I have no way of knowing whether the product I received is satisfactory or not until I make use of them.  The company makes all kinds of promises to the customer but never follows through and I'm tired of paying for defective product.
 
If the problem is ongoing I will file another complaint.  In the meantime I have three new hoses and the three defective ones will be returned to the company tomorrow, Thursday, October 9th.
Sincerely,
[redacted]

Our records indicates that the following customer did order the Xhose from our company and was refunded according to our 90 Day Moneyback guarantee less the shipping and handling.
In this instance our customer service representive should have refunded the customer for her shipping and...

handling charges since the customer stated that product was defective.
We are issuing a credit back to her account for the S&H charges and we will be issuing a refund check for the return S&H for the inconvience.

Hi,
I purchased [redacted] from [redacted] but it wroked for only 2 months and the smaller size mesh broke...
Now its of no use to me.
Expecting that I could get that mesh only but I could not find any way to contact or send review on their website [redacted] except that the same site referred me this Revdex.com Business that its affiliated with.
My number is [redacted]

The following customer purchased [redacted] from retail store, not our website or through our company.  The customer contacted us in June and stated that she wanted a replacement so we sent her a one time replacement form since she purchased through a retail store and not through our company....

 If the customer would like a refund the customer would need to return the product to where she purchased the product.  Which we inform customer who purchase from retail stores.  The customer has returned the hoses to us for a replacement which, have been sent to her.  According to her July 28th letter, she has received the replacements hoses in exchange for her broken hoses.  
Since the customer requested a replacement and we sent a replacement to the customer we believe the problem has been resolved.  If the customer would like an additional refund on the product, she must return the replacement hoses she received to the store she purchased for her refund.