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National Express, Inc.

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Reviews National Express, Inc.

National Express, Inc. Reviews (191)

Review: Original order [redacted] Expandable XHOSE Pro-BOGO. I contacted Customer Service 11/18/13 to initiate return of two xhoses and spray nozzle totaling 105.75, plus return shipping cost of 19.55. I have used three of these hoses now (after receiving replacement hoses from National Express) which have all exploded during use. I did receive a credit on my American Express for 91.90 but am still out the shipping/handling for original shipment (13.85) and return shipment (19.55) totaling $33.40. I have been in contact with the Corp office (have also emailed copies of my receipts at their request) and been told by Melanie that she will be in contact with her supv and call me back. My phone calls have not been returned nor have I rec'd the appropriate credit.Desired Settlement: I would like to be refunded for shipping costs for original order and for the cost of my having to return these defective products totaling $33.40. I feel that a company should stand by their products and the consumer should not have to pay out of pocket when product is defective.

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

Thank you very much!! 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,

Consumer

Response:

Thank you very much!! 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,

I finally received my pillow after almost 2 mths. I submitted my order in August hoping to receive it before my Sons birthday. It never came and I never received any email notification as to why. I contacted by phone the site I ordered from. They couldn't find any such order. I called again a week later still no order. Then out of the blue I received an email at the end of September saying it had been shipped. They gave me a tracking number which when entered said was wrong. Finally received a phone call saying it would arrive Oct. 9th. I received it yesterday. A 19.99 pillow cost me 39.95. All I can say is that I was very unhappy with the customer service and the lack of interest in whether or not you get a product or not. When they did call they told me it was on back order which was the first time I had been told this. In short I would never order from this site again. If you want to wait for your product and don't care when you receive it and want to be overcharged and talk to customer service who knows nothing of what is going on then this is the site for you.

Review: I placed an order online on Sunday morning 1/10/16 for the [redacted]. I received a confirmation that my order will take about 2-6 weeks to be processed. After reading some reviews about the product. I sent an email to the customer service ([redacted]) on Sunday afternoon to cancel my order. I tried calling their 800 number but their office is closed on Sundays. The following day, I received an email saying that I need to call their 800 number and personally speak with a customer service representative. I called their 800 number early this morning at 8AM EST and spoke to a customer service representative. I asked her to cancel my order but I was told that their computer system will not allow her to cancel my order. I believe I am being tossed and given the run-around to prevent the cancellation of my order. Therefore, if my order ships, I will even have a harder time returning this order.Desired Settlement: I just want them to cancel or take back the order and refund my credit card.

Business

Response:

Our records indicate that we received the customer's order on 1/10/2016 which was shipped on 1/11/2016 since the product was in stock. Our records indicated that the customer contacted our customer service department on 1/12/2016 to cancel the order, which had already been shipped and was in route to the customer. All of our products have a 90 day money back guarantee, since we stand behind our products. The customer can not open the package and refuse delivery on the product and give back to their US Postal Service to be returned to us for a full refund.

Review: I ordered the 75foot hose in May/2013. It was back-ordered until the end of August so I only used it a couple of times. I put it in the garage for the winter and took it out about 2 weeks ago to begin using again. After about 2-3 times the hose now leaks. It leaks so much it cannot be used. I paid $89.95 for the hose (plus 1 came free, and now that one is beginning to leak also)because they claimed that the brass attachment did not leak. I don't mind paying extra money for a quality product, however in this case it is not quality. I could have paid $20.00 ea in a local store for the same quality. I contacted the company, which was not easy. I tried first by phone,but it keeps ringing and then disconnects. So I sent an email. They want me to send the hose back for a replacement, but I told them that I would like a refund because its not the hose they claim it is in their ad. They said they will issue me a credit if I send both of the hoses back, but they will not refund my shipping. The shipping alone will probably be about $40.00 so I will be spending all that money and still have no hose. I asked them to send me a prepaid shipping label, but they will not do that. I would not be sending the product back if it were quality, and if they stood behind their product they should send a prepaid shipping label. Why should I be out any money when their product is defective?Desired Settlement: I would like a total refund, $89.95 and a prepaid shipping label to send the hoses back.The ad claims that it has a lifetime guarantee.Thank you

Business

Response:

Our records indicate that the following customer ordered the Xhose from our company from our website. Our website clearly states we have a 90 day moneyback guarantee and a Lifetime replacement warranty. Our Lifetime replacement warranty clearly states the product needs to be returned in order to receive a replacement. The customer has purchased this product in August 2013 and contacted us in May of 2014 for a refund/replacement. Since the customer refuses to return the product and we do stand behind our product we are refunding the customer in full for the amount of his purchase. a refund will be processed immediately to his credit card.

Review: This company is guilty of bait & switch tactics ,I ordered a high quality product :the X pro hose 50 ft. and was sent an inferior hose: X hose 75 ft. for the same price I was told that the X pro hose was not availible it was "back- ordered", and that my only recourse would be to send the product back at my expense :$24.00 dollars. I then contacted [redacted] the supposed manufacturer and they informed me that they do not manufacture this product but they are payed to let national express use their name. Then they gave me the # for national express.I then tried to resolve this issue again and they told me that it was my mistake , I then explained that I would not order a cheap hose online when I could go to any store any buy one!Desired Settlement: DesiredSettlementID: Replacement

I would like a full refund or preferably the I product I ordered, s&h included.

Consumer

Response:

Consumer indicated they have not heard from the company

Business

Response:

Our records indicate that this customer ordered the Xhose from our online website. We have two products listed on the website at different pricing, if you do not click the tab for the higher quality unit then you cannot order that item. Both hoses are different pricing as well. All customers are sent confirmation emails when ordering online and his order would have stated that he ordered the original Xhose and pricing. Mr. [redacted] contacted us on 8-1-13 regarding this matter and was informed which hose he ordered. Mr. [redacted] could have returned the hose he received for a refund and reordered the hose he wishes to receive, instead Mr. [redacted] accepted a $5.00 discount on the hose he ordered and received. Since Mr. [redacted] kept the the hose and accepted the discount I beleive this matter has been resolved. If Mr. [redacted] would like the other hose he can return the one he has received for a full refund and can reorder the other hose.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Your account of of our transaction is total fiction,you state that the pricing for two items is totally different, but the hose I ordered: the X hose pro 50 ft is the same price as the one you sent me: the X hose 75 ft, and when I spoke to an agent on my first call she informed me that the X hose pro was not available it was "back-ordered . she said that if I were to order it today it would take at least six weeks for delivery! You didn't have the product I ordered so you switched it with an inferior product of larger size for the same price and said that's what I ordered, [redacted]

Sincerely,

Business

Response:

We have left a message for the customer at the number listed, we are waiting to hear from the customer to resolve this matter.

Review: I purchased their blue 50 foot hose last year. It did not work as advertised, but it was light and easy to get things watered as long as you didn't need it to stretch as they advertised. If you closed the valve at the end of the hose, it would stretch to twice the orig. size as advertised. when you opened the valve at the end to water something, it shrank back to orig. size and would not reach what was needed. I have called every number I could find. and was told I had the wrong number their hose was green not blue as mine was. I just saw the ad for the blue hose, and called, went on the web sight but was not able to a person or there was no place to leave a complaint. they advertise lifetime guarantee just no way to get in touch with them to do it. So, I used it as was. one day a few weeks ago I turned the water on to water my fruit trees, and got water all over me. there was a large hold in the mid. of the hose.

Product_Or_Service: Blue XhoseDesired Settlement: DesiredSettlementID: Replacement

only if they can explain how to use it in the advertised method. So I can stretch it out and use it while it is stretched, otherwise, send me a refund

Business

Response:

There are several companies selling expandable hoses, these hoses are not all manufacturered/distributed by the same companies. We will reach out to this customer and try and assist her in getting in touch with the correct company she has purchased her hose from for warranty info.

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,

I did not get a written response. I got a telephone call from the company and was told they will replace or refund my xhose. I told them

I would prefer a refund, however, they said they would replace it, it must have been defective. I agreed, but have not received it as yet.

Sincerely,

Review: The adverticement in the internet said 2 hoses for the price of one. I recived only one, when I called I was told that I had paid only for one hose shiping, I told them that it was my understanding that I was paying $7.95 fees for both, but that I was willing to pay another $7.95 for the extra hose, I was told that it was to late and that I had to pay at the time of the order. I FIND THEIR ADVERTISEMENT MESLEADING AND UNFAIR, I have now paid $19.95 plus shipping ($27.90) for only one 25 inches hose that in the hardware store is $19.95 for a 50 inch hose. I am a senior citizen that thought I was getting what I needed for a good price.

Product_Or_Service: 25' EXPANDABLE HOSEDesired Settlement: DesiredSettlementID: Other (requires explanation)

I either will like to return the hose that I have without having to pay delivery or pay xhose $7.95 for the delivery of another hose for free as they advertise.

Business

Response:

This customer is correct we do have a buy one get one offer just pay shipping & handling on the 2nd unit. When the customer ordered online she did not click on the correct box for the unit with the free unit, she clicked on just buy one for the regular pricing. The person she spoke did not give her the correct information, she can get the 2nd unit since she made an error in her order, we will reach out to her immediately.

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 upgraded my order to two of the professional [redacted]. I ordered them about six weeks before Christmas. I received a card that they would be late. I got one late in January. I have not received the other even though I have called and they were shipping it right away. I am still awaiting the order.Desired Settlement: I want the item that I bought.

Business

Response:

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.

Review: I ordered one 50 ft hose and second one free. After a long wait I received two 25ft hoses. I contacted" the main number not the 1800 number" and the lady was very rude. They can not handle the load of orders they have. Then I called the 800 number and was told thats what I ordered, I told them no I ordered the 50ft hose. They argued and the issue was not resolved! they apparently charged me for the 25ft hose. I would never purchase from this company again! after waiting over a month and I get the wrong item! and told Oh well thats what you ordered! I want the 50ft hose I ordered not the 25ft!!Desired Settlement: I want the two 50ft hoses I ordered in a reasonable time!

Business

Response:

Our records show that we received an order for the Xhose 25 foot and the customer was only billed for the 25 foot. The customer has been billed and shipped for the items he ordered. Customer was informed and that he can return the the item and reorder the correct size that he wishes to receive. We have left a message for the customer to contact us to resolve the issue.

Consumer

Response:

Review:

I am rejecting this response because: I should not have to wait another month to receive something I ordered the first time! or pay for shipping three times?

Because you can't seem to process orders properly! I did not order the 25ft hose I ordered the 50ft hose!

Review: I HAVE THIS HOSE FOR 30 DAYS IT STARTED TO LEAK .NOW IT JUST BROKE OPEN AND WATER IS ALL OVER THE PLACE AND HOSE IS BROKEN.I HAD ORDERED 2 OF THEM NOW THE SECOND ONE IS LEAKING.I CALLED CUSTOMER SERVICE AND THEY TELL ME IT BECAUSE I FILLED UP THE HOSE TOO FAST WITH WATER.THEY TELL ME TO FILL IT UP SLOWER.I DID THAT AND FOLLOWED THE INTSTRUCTIONS AND THEY BOTH HAVE PROBLEMS .Desired Settlement: REFUND FOR BOTH HOSES.I WILL SHIP THEM BACK TO THE COMPANY AT THERE EXPENS SINCE THEY HAVE A 90 DAY WARRANTY.ITS ONLY BEEN 30DAYS.

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

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.

Consumer

Response:

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] .

Review: [redacted]

I am rejecting this response because:

Sincerely,

Consumer

Response:

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] .

Business

Response:

I need the customer's information, which is not provided to reply to this complaint.

Business

Response:

Customer has been refunded on 6-18-2014 in full for this purchase, this customer has received his refund, so this matter should be resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], They never refunded the return shipping. The resolution is satisfactory to me.

Sincerely,

Review: I purchased an xhose and within 2 weeks it burst. I paid $91.85 ($69.95 for 2 hoses + $21.90 S&H) and sent back the defective hoses for a refund at an additional cost of $10.23. I was refunded only for the cost of the hoses ($69.95). Since the hoses were defective, any reputable dealer would have refunded me for my entire expense. I think it stinks that these people only refunded the cost of the hoses.Desired Settlement: In addition to the cost of the hoses, I believe I should be refunded for all my expenses (an additional $32.13 since the hoses were defective.

Business

Response:

We offer a 90 day moneyback guarantee on all orders less the shipping and handling charges. If the product is defective or refused we refund the S&H charges for the product. On some returns the product is returned with no additional information except the customer's name and address. I have no record of the customer contacting us regarding her refund for the S&H charges due to the product being defective. Since the customer stated her product was defective we have refunded her credit card for the S&H charges to her credit card account on 10/24/2013.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. While the business did refund the shipping and handling cost for sending the product to me, they didn't refund the shipping cost ($10.23) for sending the product back to them.

Sincerely,

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]

Review: About a month ago, I bought two [redacted] retractable hoses from National Express. Within two weeks of delivery, both hoses sprung leaks, even though I followed the enclosed care instructions to the letter. I tried to call the company, but their phone just rings several times then goes dead. I tried to contact the company via the [redacted] website from which I placed my order, but there is no phone or email contact information listed there. So now I'm filing a complaint against the company because they seem to have set up a system whereby consumers cannot reach them after purchases are made. What's more, this sleazy-feeling situation has made me apprehensive to return my defective [redacted]s because I fear that the moment I mail them off, I'll never hear from National Express again, and be left with nothing but a credit card bill for nearly $60my money that went to National Express for nothing.Desired Settlement: I want a refund for two defective [redacted] retractable hoses, two [redacted] holders, sales tax, and the cost of any postage I have to pay for to return the defective hoses.

Business

Response:

Our records indicate that the following customer has purchased the [redacted] from our website, which was shipped on 6/26/2014.

All of our orders are sent with our return address on the package as well as our 90 day moneyback guarantee form for customers to return product, we show no record of this customer returning the product to us.

Also our website does have and email address to which the customers can contact us. Also I am not sure of the time of day the customer tried contacting our company, but all of our customer services numbers given to customers by our website, their credit card company and our 800 number listed on the customers's credit card statement, are numbers where there are live customer service representatives answering calls during normal business hours .

Since this customer is stating the product is defective we have issued a full refund to the customers account for this merchandise.

Review: We ordered an [redacted] on 2-2-14 for the price of $47.85 (buy one 25 ft. hose, get a 25 ft. hose free deal). The order was shipped on 3/6/14 and charged to our credit card. When the order arrived one of the brass fitting had no threads for connection; called to get a replacement on 4/15/14, which arrived approx. a week later. After using for a short time, one of the hoses started leaking badly; I called to report this and the lady stated she would send another replacement which was never received. Since that time, the other hose started leaking and both had to be disposed of. My husband chose the [redacted] brand because he thought it was a reputable product!!Desired Settlement: I would like a full refund for this product as it was absolutely of no use.

Business

Response:

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.

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: Xhose pro sold me (from TV) their magic hoses guaranteed to make my life easier. The hose leaked and split apart the very first time I put water into the hose right at the "special, guaranteed gold fittings" The product quality is terrible and there is NO WAY to get ahold of this company to try to use their 90-Day Money Back Guarantee. I spent $69.85 on their 50' hose - talk about false advertising. I've been trying since the day after I bought it (Dec. 30, 2013) to get hold of someone - besides a recording - to get my money back. My 90 day guarantee expires the end of March 2014 and I'm at my wits end!!This is my receipt and order details:Order DetailsOrder # [redacted]Placed on 12/30/2013 11:43:41 amProduct IDDescriptionQtyHandlingPriceTotalXHOSE50PROBG50' Expandable XHOSE Pro - [redacted] Order Subtotal: 49.95Shipping: 19.90Handling: 0.00Tax: 0.00Order Total: 69.85Desired Settlement: I want them to honor their full money back guarantee and I want it before they conveniently hide and avoid me until the 90-day period expires. They should be ashamed of how they operate and how they are almost impossible to reach to even find out how to get a refund. I work very hard for my money and almost $70 for something that didn't even work for 1 minute, that's a shame. I paid by my [redacted] card and I want a full refund. That's how I would like this resolved - FULL REFUND PLEASE

Business

Response:

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.

Review: I ordered a nexx hose on July 29. On August 29, 30 days later I called the company and ask why I had not yet received the package.. On this day the amount came out of my debit card and that is what alarmed me. They never notified me of the product being on backorder until I had called the company. They stated the product was on backorder and they did not need to notify me as it had just been 30 days. They also notified me that they follow the Revdex.com and their compliance. They said they would Send that package out which would have been August 29. It's now September 9th and I have not heard from the company nor have I received my package. This needs to be followed up on. I was reading other complaints online. They were also very rude to me on the phone when I called the company. Please check into this company as soon as possible.

Product_Or_Service: Nexx hoseDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want the hose sent to me ASAP that I bought plus a refund for it. Summer is almost over and I did not get to enjoy my hose as I wanted to this summer. Thanks. I would also like the company to call me and apologize for this inconvenience.

Business

Response:

The following customer had ordered the Xhose Pro from our website. Our website states 2 to 6 weeks for delivery. The customer's wife contacted us inquiring on order. Customer was informed of the 2 to 6 weeks delivery time and since order was processed/shipped within 30 days a backorder notice was not sent out. Our records indicate that the order was delivered on 9/14/13. We have contacted customer and he states that the order has been received.

Review: On 6/19/13 we placed an order for two 75' [redacted] for a total cost of $89.85. They were received w/o a problem. After a week or so I noticed one of the hoses leaking; called customer service and they were happy to replace it. Did not have to return defective hose but I kept it as a spare. I don't recall the exact number of months I used the hoses but within a 6 month period they all broke. In order to get replacements the hoses have to be returned to the company (at customer cost of approximately $23 for two hoses). You are then charged $10.95 for each replacement hose. Between time of purchase and 4/25/14 a number of hoses were returned and replaced. I continued to receive new hoses but had to wait nearly two months to receive them and every single hose I received was defective out of the box. Two hoses literally burst open - sounding like gun shots and decapitated several plants. I called corporate several times to explain the problem with the defective hoses but have gotten no satisfaction. On 7/17/14 I sent a letter to the CEO of the company, [redacted], explaining the problems and my dissatisfaction. Received no answer. Sent a follow up on 8/14/14. Still no response. Because I didn't get any response I called corporate, again, and was in contact with a [redacted] and an [redacted] who promised to send out replacement hoses immediately. ([redacted] told me [redacted] was ill and out on sick leave.) Never received any product. Since I told [redacted] I saved three defective hoses she said she'd send me a call tag so I could return them in the same box that would arrive with hose replacements. Never got the call tag that was promised on 8/26. Called again on 9/11 and [redacted] said she'd send another call tag and one hose was supposedly shipped on 8/30. Never received that hose to date. The last time I received any hoses from the company was on 7/26 and it was defective. [redacted] promised I would receive three hoses by Friday, 9/19. Never got them but did finally receive the call tag. I called corporate yesterday, Monday, 9/22 and was told [redacted] was not available and that [redacted] was in a meeting. Whoever I spoke to got a very brief rundown on the situation and informed me the 75' hoses are not in stock and nothing was shipped out! Because I live in SW FL and have a large lanai with over 60 varieties of plantings I must have a working hose! Over the past 4-5 months I had to go to [redacted] several times to purchase hoses because I had nothing to water the garden with. I have gotten nothing but a great deal of empty promises. I have considerable documentation to back up my claims with copies of the letters I sent to corporate along with dates of conversation. Aside from aggravation and frustration this fiasco has left me with approximately $225 in unnecessary charges for return postage, new defective hoses, and hoses I purchased at [redacted].Desired Settlement: National Express definitely has an issue with their customer service and I feel it's their duty to own up to very poor quality control and try to satisfy the customers they serve. By ignoring my pleas and communication, and outright lying to me is a despicable business characteristic. I have been extremely patient and empathetic with this company and don't want to deal with them any longer.

Business

Response:

Our records indicate that [redacted] has contacted us several times regarding her order which was placed in June 2013. Her order was for one Xhose 75 foot you purchase one and you get a second one free just pay P&H. Per our advertisement, we have a 90 day moneyback guarantee, plus a lifetime replacement warranty, which states customer returns the item and there is a P&H fee for a free replacement of the hose. Our records indicate that the customer was issued a call tag on sept 11th, [redacted] Tracking# [redacted], which the product has not been received back as of yet. The customer has called several times and was informed of our backorder on the replacements. We show that one replacement hose was sent to the customer and tracking shows a delivered on 10/7/2014. Our records also show that 2 additonal hoses were sent on 10/1/2014 which will arrive any day since the delivery time is 2 to 10 business days for delivery.

Since the customer has not returned the original hoses with the call tag and the replacements have been shipped, no refund is due at this time.

Consumer

Response:

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.

Review: THIS HOSE WAS PURCHASED IN SEPTEMBER OF 2013 - WHICH MEANS IT WAS HARDLY USED AND COST $91.85 FOR 2 HOSES.THIS YEAR I GOT THEM OUT TO USE THEM AND THEY BROKE AT THE NOZZLE.THIS IS SUPPOSE TO BE AN EXTRA DURABLE HOSE.IT IS NOT AND THERE IS NO PHONE NUMBER TO CALL TO COMPLAIN.THANKS[redacted]Desired Settlement: REPL[redacted]MENT OR REFUND IF THE HOSES ARE KNOWN TO DO THIS.

Business

Response:

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.

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.

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

Review: My name is [redacted],I ordered a [redacted] on 7/18/14 after watching a commercial display of the product on TV. I received my order on 8/12/14. I used the [redacted] on 8/16/14 for the first time without any incident. But on 8/21/14, I was washing my van with the same hose when suddenly; it exploded as I bent over to pick it up. I felt a pinch or pain on my right chin as particles from the rubber or hose struck my chin. I took a picture of my right chin immediately as it swells and turned pinkish. I also started calling [redacted] to complain about my slight injury and my experience with their product. My effort to reach [redacted] was to no avail. They did not include an invoice in the package they sent me. The only contact number I have is the order number which is ([redacted]). I am very dissatisfied and afraid of using this product. They promised to include a second [redacted] but instead they put a 25ft in the box.Remedy= since there is no warrantee that a replacement hose will not explode, I request for two resolutions.1.Full refund of my money ($89.75)2.If possible, people should be aware that this product could explode Thanks, [redacted]The only address on mailing boxNational Express4[redacted]Desired Settlement: I want full refund of my purchase money.

Business

Response:

Our records indicate that the customer has not contacted us regarding her purchase but he has returned his order and has been refunded on 9/10/14 for his order.

We have also reached out to him regarding his complaint to resolve this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I haven't spoken to anyone from this company and didn't get refund from the company at this time.

Sincerely,

Business

Response:

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

National Express Inc

Ph: ###-###-####

Fax: ###-###-####

Email: [redacted]

Review: I purchased 2 for 1 Xhose Pro Expandable hoses. The XhosePro.com website advertisement claims these hoses are made of even stronger material. I purchased the hoses based on the closeup photo that shows the outer material of the hose is made of a nylon webbing material, but the outer material on actual hose is just regular heavy duty nylon. As far as being stronger material,I believe this claim is false. I opened the 1st hose and right out of the bag I hooked up the hose,turned on the water and there were 3 pin hole size geyser streams shooting out from about an inch away from the fitting. 4 days later I opened the 2nd hose and right out of the bag I hooked up the hose,turned on the water and after the hose expanded the inner rubber hose broke in two. The outer hose is no way made of the same material as pictured on the Xhosepro.com website nor does its quality of materials seem any better,except for the brass fittings,than any other expandable hose on the market. After the 90 day money back guarantee is over, from my experience, 2 out of 2 defective hoses, having to pay $9.95 S&H for each replacement hose it wouldn't take long for replacement costs to exceed the original cost.Desired Settlement: I want them to pay for return shipping on the 2 hoses and refund my original $69.85. $49.95 hose cost + $19.90 shipping for both hoses on this hose purchase from hell.

Business

Response:

Our 800 number is on every customer's credit card statement as well as the customer can contact us via our website. Our records indicate that this customer has contacted us on 4/21 and again on 4/24 regarding his purchase. Mr. [redacted] requested replacements from our company which are being sent to him.

Consumer

Response:

Review: [redacted]

5/2/2014

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Description: Infomercials, Novelties - Retail, Advertising - Direct Mail, Internet Marketing Services, Advertising Agencies (NAICS: 541810)

Address: 2 Morgan Ave, Norwalk, Connecticut, United States, 06851

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