National Express

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

Our records indicate that [redacted] *** Placed an order with for the [redacted] *** Per our website, which states: "Due to overwhelming demand, please allow – 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 different items, while some of the merchandise is stock two of the items areare causing the backorder I have left Ms*** 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***'s order has not been billed to her since her order has not shipped, Once her order ships her order will billed

Our records indicate that the following ordered the Xhose from our companythis customer returned the product to us, which was received on 6/2/ Our records indicate that his [redacted] was refunding in full including the shipping and handling charges on 6/2/for this returned merchandise Since he has been refunded for his returned order, we feel this matter has been resolved

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

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/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

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 $ Anyway, thank you for your helpand 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] ***

Our records indicate that the following customer ordered from us in 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 the customer ordered the product from us in September and we issued a replacement in October Our policy states we have a 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

Our records indicate that the cusotmer placed an order for xhoses and nozzle attachments in April 2014, because her order was on backorder at the time we sent her a backorder notice on 5/19/ notifying her of the delay of the order and how she could contact us Her order was shipped on 5/29/Customer contacted us on June 17,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/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/for the $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

The following customer contacted us regarding her order which was returned and refunded less the shipping and handling feesCustomer 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

This customer placed an order with us in July We have a day moneyback guarantee/replacement policy as well as Lifetime replacement policy where customer can return product for a replacement and they would just have to pay the S&H fee for the replacement Customer contacted us in October which a replacement was sent at no charge and did not have to return productCustomer contacted us in December for replacement and was informed that he would have to return product along with warranty since it was past the day moneyback/replacement periodCustomer was not happy with policy and requested refundCustomer has informed he would have to return product in order to receive a refundCustomer contacted us again in February regarding order and was again informed of the policy and was told again that he would have to return the product according to our warranty policyCustomer was yelling and irate and hung up on customer serviceAs of date we still have not received merchandise for a replacement or refund

National Express has a one year replacement warranty as well as a day money back guarantee on our Xhose Extreme product Per our advertisement the customer was informed they could return the product for a replacement since it was past the day moneyback guarantee which we state We are sorry the customer is not satisfied with our productSince customer service remains our priority we are refunding the customer for purchase amount of the product in the amount of $back to their credit card they used to purchase this product

We spoke to the customerThe customer ordered by check and the customer's old address was on the checkThe product was shipped to the old address and returned to us as undeliverableA refund was sent but because the address was incorrect that would be returned as well Spoke to customer and re-shipping order to current address per customers request

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Our records indicate that 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 number on her credit card statement Also our products have a moneyback guarantee that comes with the product which has the instructionsAlso 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 there were two refunds to the customers's credit card for his order $on 9/10/and $on 9/16/ The customer's *** has been credited/refunded in full Thank You [redacted] National Express Inc [redacted] Ph: ###-###-#### Fax: ###-###-#### Email: [redacted]

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

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

We re-shipped the order to the customerUnfortunately, we did not put in new address so order was re-shipped to old address We have reshipped order today to new address of [redacted] *** This was sent day delivery to arrive fridayUPS tracking number: [redacted]