National Express, Inc.

Complaint: [redacted]
5/2/2014 
 
   I am rejecting this response because: First of all, my last name is not Mr. [redacted], it is Mr. [redacted]. I believe the hose is misrepresented on the XhosePro.com website by the caption under the first photo showing the cut away section of the hose and stating the outside the hose covering is made from " webbing material." The middle photo clearly shows the outer covering is a webbing material. Any body can see that by noticing  all the small ridges of each individual strand of material, not to be confused with the larger folds of the material itself. The actual hose covering is made of regular smooth heavy duty nylon material 
    I also contacted customer service on 4/25/2014 requesting to speak to someone about the hose details on the website. what I perceive to be a misrepresentation and misleading. The operator took my name, contact information and sent it to another department, telling me someone would contact me. As of this morning (5/2/14) no one has contacted me.
   I contacted customer service again this morning to try to get this worked out without a drawn out process. I  spoke to are very nice operator (#350) who spoke to her supervisor about a resolution. I was told they would immediately refund the $19.90  shipping cost to my card. refuse the delivery of the replacements and then would refund the $ 49.95 hose cost after receiving the hoses back.
   I might have accepted this response if I thought the product description was accurate and if someone would have contacted me like I was told they would. When a company tells me they will contact be back I expect them to do so.  THIS COMPLAINT WILL NOT RESOLVED UNTIL NATIONAL EXPRESS FOLLOWS THROUGH  ON THE AGREED UPON RESOLUTION THAT IS STATED ABOVE . 
Sincerely,
[redacted]

Our records indicate that the following ordered the Xhose from our company. this customer returned the product to us, which was received on 6/2/2014.
Our records indicate that his [redacted] was refunding in full including the shipping and handling charges on 6/2/2014 for this...

returned merchandise.
Since he has been refunded for his returned order, we feel this matter has been resolved.

We spoke to the customer. The customer ordered by check and the customer's old address was on the check. The product was shipped to the old address and returned to us as undeliverable. A refund was sent but because the address was incorrect that would be returned as well.  Spoke to customer...

and re-shipping order to current address per customers request.

Our records indicate that the cusotmer placed an order for 5 xhoses and 3 nozzle attachments in April 2014, because her order was on backorder at the time we sent her a backorder notice on 5/19/2014  notifying her of the delay of the order and how she could contact us.  Her order was...

shipped on 5/29/2014. Customer contacted us on June 17,2014 with her credit card company stating she would like to return the order and was informed she would be refunded for the product and shipping and handling as well as 1/2 the return shipping on this product once the merchandise was received back.
The merchandise has been received back and her account has been credit twice, once for the merchandise and the 2nd for the S&H charges for a total of $291.25, which is the full amount she has been charged.
We are also sending her  a refund check on 7/18/2014 for the $33.75 for the return shipping fee for this product.  Since we have received the merchandise back from the customer and have refunded the customer for the full amount, we consider this matter resolved.

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 form
for a replacement.

We do have a record of this customer contacting us regarding his purchase, but the notes do not state wether or not customer was returning product for replacement. As of today no product has been returned for replacement.  Since customer states customer service was supposed to send...

replacement with product being returned, we are sending replacement to customer today at no charge.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   Dear Mr[redacted]   National Express does not distribute or sell this product to [redacted]  The company, Buy Stuff Store, you purchased this product is not affiliated or does not purchase product from our company.  They could have purchased this product directly from [redacted] Corporation or a [redacted] manufacturer of this product.  According to your email, it looks like you have already reached out to a customer service department which does distribute the [redacted] to [redacted] and they stated they would send you a replacement. The customer service department you reached out to is Emson Inc. of New York, NY which is not our [redacted] customer service department.   Since you have purchased this product within our normal manufactured warranty period we are willing to ship you a one time replacement at no charge.  The UPS Tracking number is [redacted] which is shipping today. Thank you,[redacted]
[redacted]
[redacted]
[redacted]

National Express has a one year replacement warranty as well as a 90 day money back guarantee on our Xhose Extreme product.  Per our advertisement the customer was informed they could return the product for a replacement since it was past the 90 day moneyback guarantee which we state....

 We are sorry the customer is not satisfied with our product. Since customer service remains our priority we are refunding the customer for purchase amount of the product in the amount of $49.95 back to their credit card they used to purchase this product.

We have no record of this customer purchasing the Xhose Blue hoses from our company.
Our records indicate that the following customer ordered two 25 foot Xhose pro (black) from our company in June 2013 and placed another order in August 2013 for two 50 foot Xhose pro (black) from our...

company.  We did not receive any returned merchandise from this customer.  This customer did not contact us regarding her purchase until April 1, 2014 that she was having problems with our product.  Since it was past the 90 day moneyback guarantee we informed her that we did have a lifetime warranty on the hoses, which she could return any damaged hoses to us along with the warrany form and just pay the shipping and handling charge per our warranty.  We gave the customer the information as per our warranty and refund policy. It appears the customer is not happy with our policy.  These hoses are are not made of rubber and can be damaged by rubbing against cement or not stored correctly over time.
Since the customer states both 50 foot hoses are not working, we are refunding her in full for this purchase in the amount of $69.85.  Since the customer purchased the Xhose 25 foot back in June last year, she purchased one for the full price plus shipping and handling and the second one for free plus shipping and handling, we will be refunding her account for the $8.95 shipping and handling fee for this second hose, since she states she has one working hose.

We re-shipped the order to the customer. Unfortunately, we did not put in new address so order was re-shipped to old address.  We have reshipped order today to new address of [redacted].
This was sent 3 day delivery to arrive friday. UPS tracking number: [redacted]

Complaint: [redacted]
I am rejecting this response because: I contacted there customer service they did not tell me they where sending a replacement. When I contacted them on6/16 then they told me that a  replacement was sent. I did not want a replacement I want a refund for the products I returned and to pay for shipping the defective items back to them with [redacted]. Or they can send me a return label from [redacted] or Fed ex to return the defective items.
Sincerely,
[redacted]

Date Sent: 6/18/2014 6:44:25 PM
 I was told by customer service that for ME to get a refund NOT A REPLACMENT for the two broken hoses I would need to return them. I had these hoses less the 3 week and they broke. I was charge 110 dollars for the 2 hoses that are defective and one hose holder .There warranty said that you have 90 days to return the protect. I want a refund of 110 .00 lars for the original purchase and a refund for 12. dollars for the shipping back to there warehouse in CT. The tracking # is [redacted] with [redacted] .

Complaint: [redacted]
I am rejecting this response because:
When I called the 1st time they did say that if I pay the cost and return the hoses they would refund the money.
When I called them the second time to tell them that I will return the hoses they told me that they will not accept a return of the faulty hoses.
They then mentioned the 90 day warranty etc.
They said that they will only replace them and since I had no choice I said fine.
I still have all 4 hoses and if they will give me a refund of $69.85 I would be happy to send them all back at my cost.
I do not want their product since I feel that it is faulty/shody and I am not willing to support them.
Just need to know the address and contact name.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Date Sent: 6/23/2014 9:45:02 PM
 
Complaint: [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,
[redacted]
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 to me.
 
 
On a side note, Why this business is still rated an A+ is beyond me.  A customer should not have to go to these lengths to get a problem resolved.  I DID NOT hang up on the customer service person.  She was extremely rude to me throughout the whole conversation and when I told her I wanted a refund she flat out told me no.  She never once mentioned to send back the product for that refund.  Shame on them for making customers go through hoops to get quality service.  The Revdex.com should reassign their rating and protect customers from getting involved with this company.   With that being said thank you for getting me a refund.
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 to me.
Sincerely, [redacted]

Our records indicate that the customer contacted us with a problem with using this product. At that time he requested a replacement for the product, which was sent to him without returning the original order.  We have tracked his replacement and his replacments are in route to him.  ...

We do have a 90 day moneyback guarantee, the customer can accept the replacements which he requested or he can refuse delivery on the replacements, by not opening the package and writing return to sending and giving the package back to the [redacted] Carrier and the product will be returned to us and his account will be refunded for his order.

Customer place and order in August 2013. Our policy is a 90 day moneyback/replacement guarantee and a lifetime replacement warranty. The replacement warranty the customer must return the hose and the customer will be sent a new hose free of charge and just have to pay the shipping &...

handling charge.  The customer contacted is in January 2014 for a replacement, it was past the 90 day guarantee but we sent a free replacement and did not ask the customer to return the product or pay the S&H charge, this was shipped on Janauary 9th. Also at that time the customer was informed that if he needed a replacement in the future he would have to follow the warranty instructions.  The customer is requesting another replacement which is past the original order 90 days and the replacement 90 days without returning the product.
Since customer satisfaction remains our priority we will be sending a second free replacement at no charge to the customer.  Any future replacements the customer must follow our warranty instructions for replacement or we cannot send a replacement.  Please allow 2 to 10 days for delivery of this replacement.

This customer placed an order with us in July 2013. We have a 90 day moneyback guarantee/replacement policy as well as Lifetime replacement policy where customer can return product for a replacement and they would just have to pay the S&H fee for the replacement.  Customer contacted...

us in October which a replacement was sent at no charge and did not have to return product. Customer contacted us in December for replacement and was informed that he would have to return product along with warranty since it was past the 90 day moneyback/replacement period. Customer was not happy with policy and requested refund. Customer has informed he would have to return product in order to receive a refund. Customer contacted us again in February regarding order and was again informed of the policy and was told again that he would have to return the product according to our warranty policy. Customer was yelling and irate and hung up on customer service. As of date we still have not received merchandise for a replacement or refund.

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.