National Express, Inc.

Review: I purchased 2-75ft dapp x-hoses for my husband. Just a short time later the hose blow up. His hand was cut and had swelled up. With many attempts to try to talk to someone, telling them what just happened to his hand. Everyone passed me to someone else. I did talk to a [redacted], she just said to send pictures. I did send a few pictures, no response until I sent many emails. I was told it was being reviewed. I also sent her a web page to go to about many other people with the same problems. (abfibs.com)Desired Settlement: We want a refund and shipping cost returned. I do feel there should be some settlement for pain and suffering due to the negligence, and dapp is aware of exploding hoses that could cause permanent injuries.

Business

Response:

We have been in contact with the following customer, we have not received additional information from this customer regarding return shipping costs and additional costs.

We are refunding the customer for the full amount billed for $89.85 and will reach out to the customer for additional refund request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We feel they only want to pay back for the hoses, what about the pain my husband went thru with his hand. We sent pictures showing what the hoses did and can do. Why is there not a discloser stating what can happen with the hoses?

We would like our money back for the hoses and I feel they should pay something for his pain on his hand. The hose does not hold up like they state on TV. More people will be at risk.

Sincerely,

Review: I called & ordered 4 Nexhose, 25', buy one get one free for $29.99. I also asked them for 2 additional hoses. When I received my bill they charged me for 3 hoses full price & 1 free BECAUSE of MY VERBAGE, I was billed $155.45 for the 4 hoses instead of $59.98 plus S/H!!!! I contacted the corporate office & their customer service office, spoke with manangers, who didn't seem to care about the excessive charge. They would rather have 4 used hoses returned to them & have me reorder than to do the paperwork & make a customer happy & save themselves having to deal with 4 used hoses. I don't mind paying for what I order, I feel they twisted the order because of how it was stated & found a way around "buy 1 get 1 free" as advertised on t.v. They were very deceitful! It took months to receive them also!Desired Settlement: I would like the advertised amount stated on the t.v. of $29.99, "buy 1 get 1 free" for each set of hoses, billing me the total of $59.98 plus S/H, not th $155.45 that I have been unfairly charged.

Business

Response:

We have contacted customer to return our call to resolve this matter.

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 have purchased two of the [redacted] in the last year. The hinge broke off the first product making it unusable. I liked the product so much I thought maybe it was just a fluke. Maybe I got one with weak plastic or maybe it was used too much. I bought another one which broke at the exact same place. I have tried and tried to contact them but nothing. I have spoke with three other people who have bought them and had the same problem. They need to replace my product or my money.Desired Settlement: I would be happy with two replacement products or two refunds.

Business

Response:

Spoke to customer, customer states both units broke, customer did not have exact information of where and when products were purchased. Customer was looking for corporate office information to receive replacements. Per customer's request we are sending replacements to customer to resolve this matter.

Review: The companies web site offers a lifetime guarantee. I ordered the hose July 1st. It arrived early is September. The package contained no information on how to contact the company. Only a return slip for a 90 day guarantee. I just saw another ad on tv also offering a lifetime guarantee. I called the number for the tv ad but it was automated and could only be used for ordering.

Product_Or_Service: xhose proDesired Settlement: DesiredSettlementID: Other (requires explanation)

Since finding a website where almost all of the customers complained that the hoses exploded I would at least like the lifetime guarantee they offered.

Business

Response:

Customer states he did not receive the Lifetime Warranty with this product. Customer contacted us on 9/9/2013 stating he was not happy that he did not get lifetime warranty information and customer was going to return the product. The product he ordered has a 90 day moneyback guarantee, less shipping and handling and also a Lifetime warranty. We have emailed him today the Lifetime warranty information.

Review: In the commercial of the product It show a male using the hose with his RV. I ordered these to use with an RV. But when they arrived, in with the hose is a warning stating that do not drink from this hose. The [redacted] is a tool that is used and stored outdoors and can be exposed to conditions that can be harmful to humans such as: mold and bacteria, lawn and garden chemicals, animal waste, insects, stagnant water and other harmful substances. Had I known this, I would have never ordered the hose. No where in the commercial was this ever said. Now I want to return them for a refund. But no packing slip came with these,Only a bag with two hoses. It said you have a 90 day money back guarantee. But they make it hard for you to return. I had to look up every thing. Now I'm wondering if I will ever get my money back. I'm sending it certified mail, so they can't say they did not get it.Desired Settlement: I want my full refund.

Business

Response:

Our advertisement shows and states that this hose being used for washing vehicles and watering the lawn as you do with a normal garden hose. Our advertisements does not state or show pictures of this product being used for drinking purposes. All of our products come with the merchandise and a 90 day money back guarantee, customer can return product to address on package for a refund of the this product. As of today we have not received package back as soon as package is returned customer will be refunded.

Review: The Dap X hose Pro is a terrible product. It will blow up with first use. There is a 90 day warranty but minus their S & H plus your cost to return! very deceptive advertising!Desired Settlement: Total refund including shipping costs.

Business

Response:

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.

Review: I bought two [redacted](batch #1) from this co. with a shipping cost of $25.00 to ship to me. The hoses (both) were defective, I called their co. for a replacement on both hoses. They were compliant with their warranty and sent me two more. One of the new hoses(batch #2) burst in my face while watering my garden. So I called for a replacement for that hose (still under warranty) they ordered me a new hose(batch #3) to replace the burst hose from (batch #2). While waiting on the new hose to come(batch#3) yet another hose burst in my face from the (batch #2)!!! I called their co. once more to complain it was at that point I wanted a full refund under their policy. They were compliant with their policy and issued a refund on (the cost of the hose only) no shipping costs were included. I called their hot line and talked to their rep. and she told me that once I sent all the merchandise back she would credit me a refund on the (origianal shipping cost only the $25.00) and "NOT" the cost to send thier DEFECTIVE merchandise back to them. This woman flat out refused to pay for the cost to ship this JUNK back to them. I don't have a problem sending their DEFECTIVE merchandise back to them, I do however have a problem with eating the shipping cost. I feel that not only should I be reimbursed for the original shipping costs to me, but the cost to send this stuff back to them!! "I JUST WANT TO BREAK EVEN"!!!Desired Settlement: Reimburse the cost of shipping to me $25.00 plus the cost to send this JUNK back to them!!!

Business

Response:

Per our policy, the cusotmer must return the product in order to receive a refund. According to our records, the customer has contact our office and we have refunded him in full for a total of $89.75 to his [redacted] account for this merchandise and have resolved this matter with the customer. Our records show that he was refund for the following: $5.00 on 4/15/15, $44.95 on 6/8/15, $24.85 on 6/23/15 and $14.95 on 6/25/15 for a total of $89.75.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I ordered one hose and one nozzle over the phone and received 5 of each. The first two I tried to use broke immediately. The company didn't include any packing slip and it was obvious they didn't want to make it easy to be contacted. I called my bank to dispute the charge. My bank found a way to and contacted the company and they grudgingly offered to let me pay the postage to return the broken merchandise. They charged me over $60.00 to ship the hoses to me and that is obviously an overcharge. When I looked online at this company I found many other complaints. I found that these scams happen so that the companies can overcharge for shipping. I hope that this complaint might help others that have gotten or might get scammed by this company. I am out $291.25 before the postage I now have to pay to return the items.Desired Settlement: I want to be reimbursed for the order and the postage to return the order. I would ask for payment for my time, but feel that I learned a lesson in exchange for all my time and trouble.

Business

Response:

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.

Review: I purchased Xhose Pro hoses in 8/of them has gone bad and they replaced that one free of chargeWell the one they sent me has also exploded and when I called them they say that the warranty date on the hose they replaced goes all the way back to my original purchase date, not the replacement date of the affected hoseSo because they view the new replacement hose purchase date as being back in 8/13, instead of the date they sent it to me as a replacement, they say it is past the day window, requiring me to pay a charge of $Which I suppose probably covers the actual cost to them of the hoseNOT FAIR!Desired Settlement: I would expect them to replace the hose for free
Business
Response:
Customer place and order in August Our policy is a day moneyback/replacement guarantee and a lifetime replacement warrantyThe 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 chargeThe customer contacted is in January for a replacement, it was past the 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 9thAlso at that time the customer was informed that if he needed a replacement in the future he would have to follow the warranty instructionsThe customer is requesting another replacement which is past the original order days and the replacement days without returning the product
Since customer satisfaction remains our priority we will be sending a second free replacement at no charge to the customerAny future replacements the customer must follow our warranty instructions for replacement or we cannot send a replacementPlease allow to days for delivery of this replacement

Review: Sometime the middle of October I ordered 2 pie pockets products from this company. The order never went through on my credit card so I discovered I could purchase them at a store close by my home which I did and paid $47.00 for the 2. Then the end of October the order for the 2 pie pockets from this company came through on my credit card. I received thepackage and returned it immediately unopened on Wednesday Nov 21, 2013.The company is refusing to refund me the $69.70 they took from my credit cardDesired Settlement: I want a full refund immediately

Business

Response:

Our records indicate that [redacted] placed an order with us on 11-6-2013, which was shipped and billed on 11-12-13. Customer sent and email to us on 11-19-2013 to cancel her order. Since her order had already been shipped we could not cancel the order in which we indicated this in an email to the customer and informed the customer to refuse delivery on the order and as soon as the product is received back we would refund her for the order. The customer has not happy with the response and contacted us via phone with vulgar and inappropriate language, which we again told her to refuse delivery on the order. Customer contacted us again on 12-11-27-2013 to check the status of her return. [redacted] was not happy that the return had been received back at our office and again used vulgar and inappropriate language with our cusotmer service department. On 12-5-2013 the merchandise was received back by the US Postal service and her credit card was refunded for the full amount charged. Since this merchandise has been received back and her account credited in full I beleive that this matter is resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I am now on my third hose from this Co. The first one burst after seven months?. The second one burst after two months?.They recently sent me a new one 7-1-13. I think, the problem stem from being dragged over a rough surface like concrete or brick, in my case patio.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Take it off the market until a stronger outer layer is added.

Business

Response:

Business Response /* (1000, 5, 2013/08/30) */

This customer has contacted us twice and we have sent her replacements at no charge, she also states that this hose is not durable enough for her needs, we will reach out to this customer regarding this matter.

Review: I never pressed the place an order button and they charged my cardI did not want this item and was charged $for shipping!!!
I entered my credit card number on their website and then hesitated before placing the orderAfter researching the pillows on amazon.com and reading negative reviews, I decided against placing the order but they saved my credit card info and charged my card and sent me the pillowsI never would have agreed to $shipping for a $item! I don't want the pillows and want my P&H money refunded as well.Desired Settlement: I would like a total refund, including P&HI want the company to send me a RMA with a prepaid shipping label so I can return the items, they are in new condition, not even taken out of the bag
Business
Response:
Business Response /* (1000, 5, 2013/04/02) */
We have receive Ms[redacted]'s order for the Sobokawa pillow $plus $P&H for the first pillow and the 2nd pillow Free plus $P&HOur records indicate she ordered a total of of these which the total price would be Our website clearly states the pricing for these products prior to order any merchandise and you can chose to offer the pillow for $plus $S&H by its self or the buy one get offer as stated above, we could not have processed an order without a customer submitting their name address and credit card informationOur records indicate that these items were shipped to the customer and per Ms[redacted] she has received the itemsSince customer service remains our priority we are issuing a refund for the $and issuing a return label/merchandise pickup from Ms[redacted]
Consumer Response /* (3000, 12, 2013/04/23) */
Any idea why I haven't received an RMA from this company yet so I can return the merchandise?

Review: I have tried to order2 water jets web site via https://www.buywaterjet.com They confirm 5 transactions by Email but no way to very them, I want 1

Their web site is very complex as they try to sell you more and more products and will not answer their phone to correct the problem. I do not want to be billed for 5 orders.Desired Settlement: I want to order two water jets and have them shipped to my home in Fl.

Business

Response:

Consumer Response /* (2110, 9, 2013/05/02) */

I have settled this complaint by letter with them directly and sent a copy to you also saying it was resolved.

Thank you for taking the time to respond and take action on my part. There will not be any further action required.

Case Closed -- thank you -- [redacted]

Review: I order some products on 11/3/14 at this website [redacted] and when I checked on the status at [redacted] these products were still temporarily out of stock, but yet they are still taking orders, I requested a refund and I see there are a number of complaints on this company and why are they still getting away with it. Can Revdex.com shut them down or demand refunds from them? What type of company takes this long to send a customer a product they paid for? My order # [redacted]My info: [redacted] ###-###-####Last 4 digitis of my Credit Card # [redacted]Desired Settlement: Refund demand and for his company to be shut down.Order Summary Confirmation #: [redacted] Order #: [redacted] Order Date: 11/03/14 Payment information: Visa XXXX XXXX XXXX XX91Ship to Address:[redacted]Sold to Address[redacted]Item #Item DescriptionQTYPriceP & HStatusNotes90MBG90 DAY MONEY BACK GUARANTEE1$0.000.00Temporarily out of stock

Business

Response:

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.

Review: Ordered a buy one get one [redacted] on May 12. Still has not arrived. No response from 3 tries at customer service. The e-mail they provide on the order is not in service. I want to cancel this order.Desired Settlement: a response from the company that my order is indeed cancelled.

Business

Response:

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.

Review: I purchased my first DAP X Hose a few years ago. It was a great product until the hose burst, which was after the 90 day warranty period. I purchased another one because I liked it so much and hoped that the first one was just defective. Well that one burst also. Then I discovered that there was an X Hose Pro that was made of a stronger material ("professional quality" as stated in their ad). They were offering buy one, get one free so I purchased first the 25 ft hose and then later the 50 ft hose. I paid S&H fees for each hose. The first 25 ft hose eventually burst. Then after a few months of use the 50 ft hose burst. When I tried the second 50 ft hose it burst immediately. At this point, out of 6 hoses, I have one that still works which is the 25ft hose. The X Hose Pro has a Lifetime Warranty however they don't pay for return shipping and charge $8.95/each S&H for the 25ft hose and $9.95 S&H/each for the 50 ft hose. So if I wanted to get replacements it would cost $28.85 + the return shipping cost of $14.28. That seems like an exorbitant amount of money to pay for defective products. I emailed the company and all I received was a copy of the guarantee and the fees for return. As much as I like the hoses, or the concept of the hose, it would be ridiculous for me to get replacements as they will likely not last again.Desired Settlement: Full refund of $117.70 for 2 -25ft hoses (2for1) plus S&H for 2 hoses and 2-50ft hoses (2for1) plus S&H for 2 hoses. I also think there should be some investigation into this company that sells inferior products. I think my experience is not an isolated case and consumers should be warned about purchasing these products.

Business

Response:

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.

Review: I placed an order with Dap XHose on June 17, 2013. The company stated 2-3 week delivery; I have not received my order as of Aug 2, 2013. I've tried to contact the company but I do not get any response. I have not been charged by this company, but I feel they are collecting credit card information. I searched on this company, and I have read similar complaints about this company for other people who have also placed an order, but have not received their product.

Product_Or_Service: DAP Expanding X-Hose

Order_Number: XXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: No settlement requested - for

I have requested a new credit card in case this company ever does plan on charging my card. As stated before, this company is collecting information for others also.

Business

Response:

Consumer Response /* (-5, 10, 2013/08/22) */

The company sent me a post card that stated they were behind on oders, and asked if I still wanted to place my order. I sent back the post card and checked the declined box. The summer is nearly over, I do not need the hose now, nor would I ever purchase for them in the future.

Review: I purchased two [redacted] retractable hoses and was sent 4 extra by mistake. upon returning it cost me $40.00 to return the 4, the company refunded me the amount of the 4. leaving me a balance of $65.70 for the initial 2 hoses (it was a buy one get one free promotion). upon using the hose for the first time, one of the hoses exploded while I was using it. I called the company and they told me they would replace the hose at no charge and that I didn't even have to return the faulty hose.I was at that point pleased with the company but later I recieved a phone call from a different person saying because they had refunded me too much money (when they refunded me for the 4 hoses) I would have to puchase another hose if I wanted a replacement. The error was not mine but theirs, Plus I had to pay shipping of $40.00 to send the 4 hoses back so this order ended up costing me $105.70. for one hose and one defective hose. their web site does not give you an email address or phone number to call them either. I had to look on my bank statement in order to fine a phone number.Desired Settlement: I would like to have a replacement for the defective hose. and if they change their mind and would like the hose back (since they changed their mind about sending me a replacement) I still have the faulty hose.

Business

Response:

Our records indicate that [redacted] had placed two separate orders for the [redacted] product. Customer contact us and wanted to return 2nd order, since customer only wanted one order. The merchandise has been returned and customer has been refunded for both orders. The customer contacted us for a replacement on an item, but was informed has been already been refunded for both entire orders. Since customer has been refunded the customer was informed he could place another order to receive another product which he did not wish to do, he was also informed a replacement could not be issued. Since the customer has refunded for both orders and all the product ordered for both the product and also the shipping and handling separatlely, we cannot send replacement.

Review: I ordered the XHOSE PRO from the National Express Informerical. The first two xhose broke within 2 weeks. I call the 800 number, for xhose or their phone bank, and they sent me a replacement. The repairment brust the first time I used it. Now in order to send the defective xhoses back I am instructed to pay $8.95 per hose, plus the postage back to the company. I feel this is fraud, due to the fact that the XHOSE PRO corportion sends out defective products and than required payment back in order to return their defective product. I am requesting full refund.Desired Settlement: Full refund

Business

Response:

We offer a 90 day moneyback/replacement warranty and a lifetime replacement warranty. This customer contacted us and we sent a replacement at no charge. If the replacement is defective then the customer is entitled to a free replacement. We do not charge for a defective product. The $8.95 fee would be the lifetime warranty if the product is broken after the 90 day warranty, this does not apply if they recently receive a replacement and it is defective/breaks. Per the customer's request, we are refunding the following customer for his order for the amount he was billed of $45.85.

Review: After ordering an x-hose mid July, billed late August, and no hose as of mid September, I cancelled my order out of sheer ridiculousness. When contacting National Express in mid September as to the status of my order, I was told the hose would ship in 2 weeks. I canceled my order only to find that the refunded amount was 2/3 the amount I had paid. When contacting their customer service as to find out why, I was referred to a handling and processing fee. When asking if they could refund the credit or have me file a fraudulent charge with my cc company, they agreed to refund the remaining 1/3 of the total original charge (TBD as this did not yet occur). This business is downright shady at best.Desired Settlement: Full refund.

Business

Response:

Our records indicate that the customer place his order and his order was shipped to him. Customer contacted us stating that the package was damaged and we issued a replacement.Customer contacted us again on the status of the replacement and was not happy that replacement had not been shipped yet and customer requested order to be refunded. Our records indicate that we did refund the customer per his request for $29.95 on 9-23-13. Customer contacted us on 9-25 stating the S&H were not refunded. On 9-25-13 the S&H charges were refunded in the amount of $17.90. This customer has been refunded in full for his order.