National Express, Inc.

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.

Our records indicate that there were two refunds to the customers's credit card for his order.
$64.90 on 9/10/14 and $24.85 on 9/16/2014.  The customer's [redacted] has been credited/refunded in full.
 
Thank You[redacted]
National Express Inc
[redacted]
Ph: ###-###-####
Fax: ###-###-####
Email: [redacted]

Our records indicate that the customer ordered 2 units of the [redacted].  We shipped the order to the customer which was delivered on 2-21-2015.  The customer contacted us on 2-23-2015 stating they only received one of the two items ordered. At that time we issued a replacement to be sent...

for 2nd unit.  The customer was informed that the replacement is currently on backorder and will ship when products arrive.  Unfortunately, due the the problems on the west coast our containers of goods are not being received in at port. We have contacted this customer to update her on the status of the backorder and she wishes to wait for the product instead of being refunded.

The customer contacted us because of the defective 1st hose which he requested a replacement. Our records indicate that we sent to the customer in the meantime the customer called for a refund.
The customer could have returned the 2nd hose to receive his refund for his order. It looks...

like a mistake our end that we should have informed the customer to refuse delivery on the replacements and account refunded.  Our records indicate that the replacements were delivered on 7/10/2014 and not refused.
Since customer satisfaction remains our prority we are issuing a full refund to the customer since we stand behind our products.

I am not understanding the consumers response, The customer was sent a backorder notice but may have been an incorrect backorder notice in error, She should have received an backorder notice stating to contact us if she would like to cancel her order.
As for her refund we are not arguing her refund, we  have refunded the customer in full for the price of the product as well as the "shipping and handling" for the product and addtional rollers for a full refund of the total amount of her order $35.85, which has already been sent to her credit card.
Since the customer states that the product was defective and states it cost her $6.25 to return the product we are sending her a refund check in the amount of $6.25 for the return shipping of the product.

Our records indicate that customer ordered the [redacted] from our commercial in April 2015.  Our records indicate the customer ordered the [redacted] for $19.95 plus $7.95 shipping and handling along with the bonus offer for addtional 2 pack of roller for free plus $7.95 shipping and...

handling and moisturizer for $9.95 plus $4.95 S&H for a total of $50.75.   The customer contacted us several times on 5-12-2015 regarding her charges which were explained to her.  She was informed that this commercial was not a buy one get one offer.  This offer was a buy one get an additional 2 pack of roller for free plus shipping and handling, which is also stated on our website [redacted]The customer was not happy with this explanation and was informed she could return the product for a refund according to our 90 day moneyback guarantee. The customer was not satisfied and used foul language and hung up on our customer service representative. The customer called back two more time using bad languange and threating to dispute charge and contact the Revdex.com.
There are similar products out there that we beleive the customer may have been confused with or confused on what the free item was.  Our product does not have the buy one get one offer it does have the buy one get additional rollers offer.
The customer was billed and shipped for what the customer ordered.
Since customer satisifaction remains our priority we are issuing a call tag for this product to be picked up from the customer and returned to us.  As soon as the merchandise has been received back we will refund the customer in full for this order.

This customer did not purchase this product from our company.  This customer purchased this product from [redacted] Hardware, his purchase should have been returned to [redacted] Hardware for a repl[redacted]ment or refund since this is where he purchased it from.  We have reached out to the customer and...

resolved the issue.

Our records indicate that Ms. [redacted] order was shipped in January, which she ordered online.   Our records indicate that Ms. [redacted] has not contacted us regarding returning her shipment as she indicated.  She states she cannot get a hold of us but she can...

contact us via the website or our 800 number on her credit card statement.  Also our products have a 90 moneyback guarantee that comes with the product which has the instructions. Also the package has the return address on it for customers to return the product.  We reached out to Ms [redacted] today who states she was unclear on how to contact us an return the product for a refund.  Per her request we are refunding her for this order.

Our records indicate that the customer ordered the product from us in September 2013 and we issued a replacement in October 2013.  Our policy states we have a 90 day money back guarantee and a Lifetime replacement warranty and the product needs to be returned.  Since the customer has...

already received a replacement without having to return the product as a courtesy to the customer, the customer was informed both last year and again this year that she would have to return the product for a refund.  Per notes in the customer's order the customer became personally insulting and using inappropriate language to our representatives when contacting our customer service.  Our policy has clearly been explained to the customer.
Since we stand behind our product, we are refunding the following customer in full for her order, which will be refunded back to her credit card.

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.
And it was not purchased at [redacted] Hardware.  My daughter, [redacted], ordered it off their website.  She received two of them and paid $91.00.
Anyway, thank you for your help... and thank you for sending the new hose.
Sincerely,
Gerald Syberg

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]

The following customer contacted us regarding her order which was returned and refunded less the shipping and handling fees. Customer did contact us and informed us she will be sending returned receipt and proof of return for additional S&H refund.  We have investigated this matter and we did not receive the receipt, which we were waiting for, since the email went to the spam file.  We have located Mr. [redacted] receipt and will be processing a refund for the S&H as well as a refund check for the return S&H per his receipt.  We apologize for the inconvenience.

Review: I have purchased 2 of these hoses in the past year and one sent free if you buy one. They werepurchased in April 2014 and have had one replacement in January of 2015 as the hose lining is defective and broke. All 3 hoses have now done the same thing, and when I contacted the ocmpany to have them replaced, they informed me I had to pay to have them shipped back. With that costI could go out and buy a new hose locally. I don't feel with a defective product, especially all three have done the same thing, that the consumer should have to pay to have it replaced. Please advise if there is any recourse on this issue. I feel the company is selling inferior products and make you pay to replace them. The give only a 90 day warranty according to the supervisor on the phone.Desired Settlement: Since this has happened 3 times now, I would like a refund. If they want the hoses back, theycan send a paid shipping label and I would be happy to return them.

Business

Response:

Our records indicate that the customer did purchase our product in April 2014. According to policy we have a 90 day moneyback guarantee and this product has a one year replacement warranty. We offered to replace the product but the customer must return the product to us in order for us to replace the product, which is in accordance to our replacement policy. We don't feel that this an unreasonable request since we previously replaced one of the two hoses in December without the customer having to return the product. Since the customer claims the product is defective and is unwilling to return the product we are issuing a refund/credit to the customer's credit card for the cost of the product in the amount of $29.95.

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.

Sincerely,

[redacted]As previously stated, yes I did receive one hose to replace one of the original ones purchased that the inside broke, however, the same thing as happened to the replaced hose as well as both of other twoI had received. I still feel the product is defective if they are breaking, and the consumer should not have to pay additional to get it replaced, regardless how many times it happens. I'm happy to return all3 for there inspection at their expense. I still have all 3 in my possession. I appreciate the quick resolution the company has made and will anticipate a refund in my account as stated. [redacted]

Review: I ordered the [redacted] buy one get one "free" in March. They shipped the goods on April 17th. In June I called to complain that both hoses had exploded. The man was very nice and said would you like me to replace them. I asked him flat out have there been complaints on this product and am I wasting my time getting this sent again. He said there have been no complaints at all. LIE LIE LIE. I soon found out he was full of [redacted]n fact out of my neighbors 4 of them have had problems repeatedly. I got the replacement hoses 3 weeks ago and both have popped again. One in the middle and the other at the nozzle. I called today to say I wanted a refund and the woman was so rude and just kept saying I was out of the guarantee time frame. I countered saying no I am not since these were just replaced 3 weeks ago. She kept asking if I followed the instructions reciting a version of her own(unlike what is on the card) I told her yes. She then stopped speaking. Again she asked me what I wanted and I told her my money back. She refused. I asked for a manager and she would not put one on the phone. I finally just said fine I will file a complaint and she said fine we always win. How can they continue to sell this product and get away with an A+ rating and treat customers this way? They are robbing people by default. This is NOT what an A+ company does.Desired Settlement: I would like my $97.68 Refunded to me.

Business

Response:

Our records indicate that the following customer had purchased the product from our company and was issued a replacement per the customer's request in June 2014. I cannot state the nature of the call when the customer called back in July 2014, but our records indicate that the customer contacted our company and was irrate with the customer service representative and hung up before the matter could be resolved. Our policy is if the customer would like a refund for the product, the product must be returned in order for a refund to be issued, as of today the product has not been returned for a refund. Since the customer states the replacements are not working we are issuing a refund to the customers account for this purchase.

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.

Review: Company continues to advertise product it does not have or has no intent to deliver as promised. Company continues to intentionally lie to those already that have placed orders. Company distorts and misrepresents availability, shipping time, availability and all costs associated with same.Claims on many advertising are misleading, fraudulent, and have prior intent for failure to deliver the product at the advertised cost, at the promised delivery frame, and at the advertised cost.Company refused to commit to a defined delivery time. Delivery time on every inquiry is pushed back by several weeks, even though their continued and persistent ads promise 1-3 week processing and 4 week delivery.These people should be held accountable for their lies.May I have the money to put these crooks out of business.

Product_Or_Service: Hose XP Pro

Order_Number: They won't give me oDesired Settlement: DesiredSettlementID: Other (requires explanation)

Quit lying to me, ship the product as advertised. Stop lying to the public advertising for a product you do not have, or have no intention of having available. Put these people out of business. They are liars.

Business

Response:

Our advertisements state 2 to 6 weeks for delivery, our records indicate that Mr. [redacted] has ordered this product in July and his order has been shipped on 8/26/13, which was within this time period. Mr. [redacted] has contacted our office a few times for the status of his order and was given correct information, which he was not happy with, he was not lied to, he was informed it has not been shipped yet. If you check our customer status website our website gives you an approximate shipdate from the date you check your order. Mr. [redacted] has sent an email to us last week in which we tried to contact him and he did not reply to our phone calls. His order has been shipped and was delivered on 8/28/13.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Company shipped faulty merchandise and resuses to replace defective material, even though I was perfectly willing to pay for the hoses.

My complaint was always the deceptive delivery time, not the cost of the hoses. I respect they sent them no charge, but if they don't work and I have no recource for replacement, what's the point? I was perfectly willing to pay for the product, did not want them for free. I simply wanted them delivered at the advertised price and the advertised delivery time. They continue to advertise product they cannot deliver and I still maintain they ship an inferior product and falsely promise their delivery time only stating "it's backordered"

Business

Response:

Our records indicated that the customer ordered our Xhose product was not happy with the 2 to 6 weeks delivery time which is advertised. We are shipping within our advertised timeframe.

Our records indicate that his orignal order has been canceled and we shipped him two hoses on at no charge on 8/26/2013. Customer states that he has faulty product and I do not show a record of him contacting us regarding this matter. Our products are shipped within the advertised timeframe. We are unsure of what this customer is looking for by his additional commments. We have reached out to the cusotmer and left them a message to contact us to resolve this issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had called the contact number after receiving the hoses. I told the women that told me that she packed the hoses and sent them to me no charge. I told her both hoses "blew up" after following the instructions explicitly. She refused to replace them telling me that I had gotten them at no charge and therefore would not be replaced. I told her these hoses exploded like a firecracker and she told me there was nothing I could do. I will reply to voice mail left today on my cell and contact them again. This product is faulty and dangerous and their customer service is arrogant. The fact that I had not contacted them is incorrect and the women that sent the hoses directly to us knows that I contacted them. As I appreciate they sent them no charge because they were weeks late in delivery, the fact that they swelled up bladder like and then exploded concerns me beyond their cost.

[redacted] left a message today 10/18 and I called too late and left a voice mail. I will call agin on Monday 10/21/2013.

Sincerely,

John [redacted]

Business

Response:

We spoke to the customer on 10-21-2013 and resolved the issue.

Review: I placed an order for an X-Hose with a buy one get one free option. I don't recall the day I placed the order, however, my credit card was charged $57.85 on 8/6/2013 and I received the order on August 10, 2013. When the order arrived, one of the X-hoses was broken upon arrival. The black, plastic connector that screwed on to the spigot was cracked and leaked so badly that the hose could not be used. I didn't do anything at that point because I figured it was free anyway. (Not really because I had to pay and additional shipping and handling fee, but still I didn't do anything about it.) A little over a month later the X-Hose that we were using burst open while we were using it. I was angry so I packaged them both up and returned them according to the directions on the "90-Day Money Back Guarantee" document that came with the order. Here were the directions:1. Return the product using insured parcel post or UPS to the above address2. Do not send C.O.D. It will not be accepted3. Please keep a record of your return shipment. If you paid by check or money order, a refund check will be sent immediately; if you charged our order, a credit will appear on our billing statement. Refunds and/or credits will exclude shipping and handling.4. Complete the form below and include it with the merchandise you are returning.I did everything as the instructions said. I asked for 2 replacement hoses. I have not received a refund nor did I receive replacement X-Hoses. I have looked everywhere possible to try to find a customer service number to contact them but it is nowhere to be found. I tried the WebSite, I tried calling back the number where I placed the order. I looked at all the documentation that came with the order. A number is nowhere.Desired Settlement: At this point I am so disgusted with such a poor company like this I do not want to use their product at all. I would prefer a refund. I don't expect anything but certainly wanted (minimally) to file a complaint against them. Thank you for any help you can provide.

Business

Response:

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.

Review: I have had this hose since April and I contacted this company on July 15. The hose exploded in my son's face while he was washing his car. Pieces hit him in his face missing his eyes thankfully and it was strewn all over the yard. There was a loud bang outside and I am very thankful that he is fine. However, when I called the 1-800 number on the website I was hung up on twice because the individuals said that they are only representatives to take calls and they can't help me. They didn't understand a parent who is concerned, angry and upset. They wouldn't get me a manager to talk to and then when I called back I couldn't get through. Oh and they are in [redacted]. The next step was to email and all I got back was to call the number I provided to you. I called and got a call back a couple days later to call them back. I called back and again a call to call them back. I called back and no return call as of yet. Today is August 9, 2013. This is ridiculous. We have the other hose that is similar to the xhose and they promise a full refund if it breaks or we have any problems. Doesn't seem that xhose stands by their product at all.

Product_Or_Service: xhoseDesired Settlement: DesiredSettlementID: Replacement

We would like a replacement hose sent to us or a refund. We also would like something done about their customer service. They really need to stand by their product. I called because of what happened to my son and to find out about the replacement because we have the other hose and it has a full replacement. What is wrong with this company?

Business

Response:

There are several hoses being sold by different manufacturers and companies. This customer states she contacted a [redacted] customer service department, the product we sell does not have a [redacted] customer service/warranty department. We will reach out to this customer so see where she purchased and try and help her resolve her issue and get in contact with the correct company who she purchased this product through.

Review: Lifetime guarantee on hose. Hose exploded with forth use. Company refuses to send me forms for return of hose or address to return defective hose.Desired Settlement: I will return defective hose & pay shipping charges for new one if I am given instructions on return and address to return defective hose.

Business

Response:

I am not sure what number the customer is contacting for the warranty information, but I have emailed the customer today the warranty information as well as left him a message to contact us to get him the correct information for his replacement.

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.

Sincerely,

Review: I ordered the x-hose pro- Buy one get one for $49.95 plus a postage and handling charge of $17.90 for a total of $67.85 from this website- https://www.xhosepro.com on 6-24-2013. I did receive a $5 refund for not cancelling my order when I called and complained about the length of time to recieve the hoses. After almost nine weeks I received the hoses on 9-2-13. On 9-7-13 and on the third use, while washing my wifes car I suddenly lost water pressure to discover that the X-hose pro failed! It burst in three different locations! I waited almost 9 weeks for delivery of this item Ive been mislead by the marketing ** again! So anyone else out there, do not purchase this hose!

Product_Or_Service: X-Hose Pro

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund of $62.85 credited to the credit account I purchased these items from.

Business

Response:

The following customer has contacted us regarding this matter and we have refunded the customer in full on 9-16-2013. This matter has been resolved.

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.

Sincerely,

Review: On May 7, 2015, I purchased two blue 25-foot X-hoses from a Garden Center. I began using the x-hoses the week of May 11th. On June 14, 2015, one of the hoses burst at the junction of the hose and the connector. On June 15th I called their office at [redacted] and spoke with a representative who instructed me to cut off the section of the hose that was defective. She indicated that she would e-mail me a warranty form to complete and return with the portion of the hose. I did not cut the hose. Because I did not receive the anticipated e-mail, I again called their office and spoke with a different representative who told me that there was no warranty for this hose; therefore, no e-mail could be sent. She instructed me to return the entire hose. She further stated that she was surprised that I was able to purchase the blue hoses because they have not been for sale for a while. She did not elaborate further.

On June 18, 2015, I returned the hose with a letter asking for a full refund of the purchase of the hose. Each hose cost $28.99 plus PA tax. The total price of the hoses is $62.03. I returned a copy of the receipt with the hose. Because I did not hear anything, I called their office again on July 15, 2015. The representative assured me that she would e-mail a warranty form to complete and return to their office with $8.95 to obtain a replacement hose. She assured me that I would receive the e-mail by the end of the business day on 7/15. Because I have not received the e-mail I am now issuing this complaint. I am very frustrated and disappointed. I do not know what else I can do.

This is costing me not only the price of the hoses but also the price of returning the hose which is $6.76. I have a copy of the tracking that indicates that they did receive the hose on June 22, 2015, at 11:07 AM.

As you can appreciate I do not now what else I can do. I believe this is just a runaround that will not be addressed.Desired Settlement: I am hoping that you can contact National Express and have them acknowledge this problem and refund my money as I definitely do not want a replacement hose. I am disappointed that they do not stand behind their product.

Thank you.

Business

Response:

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.