National Oilwell Varco

Complaint: [redacted]
I am rejecting this response because: The complaint won't be resolved until I receive a full refund.  Each time I speak with Compact Appliance, I receive different information as to what the next steps are.  I will proceed as requested by Friedrich. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Before I ordered it online I called and spoke with someone that indicated it was a new return but could not verify the damage to it for me. When I received it I called an spoke the first person they were very surprised to hear that it was a used item and asked me to send him pictures. The second person I spoke with told me that they do not sell used items. The third person I spoke with told me that they do not indicated if an item is new or used. Only that it was a "Scratch and Dent" item and could be used. The pictures on their website are of a new unit. Although it does say that they are not of the actual item. So, you can see my confusion and assumption that we were under that it was a new item that was possibly damaged in shipping somehow. And despite all of this the door does not close very easily on it's own. It actually comes back open after closing it.
Regards,
[redacted]

We received this merchandise back on 6/13. The customer was credited back $109.65 for the ice maker (15% restocking fee per our return policy) and $39.99 for the warranty. Both of these credits have already been issued to the original credit card on file.

Please see the previous the response. We refunded you the money already on this. You would need to dispose of the unit. I apologize.

Openboxdirect does not indicate online that these units are new/used or how old they are. The customer has sent us pictures and they are within what we would consider a scratch and dent.   Each item is sold with the preface:This "Scratch & Dent" product is in very good working condition....

Each unit is a fully functional return item with moderate to severe scratches/dents on one or more panels. The product has been tested for quality assurance and is certified “Fully Operational”. Please note that all "Scratch & Dent" units will not carry any warranty and are not eligible for a "buyer’s remorse" return.

We have reviewed the notes on the customers account. For clarification our warranty policy can be found here: https://www.openboxdirect.com/brand_cs_returns/BRAND_CS_RETURNS.html "Ea...⇄ unit is a fully functional return item with moderate to severe external cosmetic damage to all panels of...

the unit. All products have been tested for quality assurance. At the current time we are unable to provide photos of specific units and further details related to the specific damage. All "Scratch & Dent" units will not carry any warranty and are not eligible for a "buyer's remorse" return." A scratch and dent unit purchased off of our site does not carry any warranty however we cover it for the first 60 days from purchase to garuntee it has no issues.  "Scratch & Dent items: Units carrying the Scratch & Dent designation are not eligible for warranty coverage from the manufacturer. If you have received a defective Scratch & Dent unit, please contact our service department for assistance during the first 60 days from the time the unit was delivered." The customer stated on our conversation that her husband made the purchase and that she was unaware of any of our policies. We do apologize for the inconvenience and at this time would recommend that the customer work with a local service provider to service the appliance.

The customer is correct, the item was sold with a promise of next day shipping. Due to a glitch in our system outside of the customers control it was held up. The customers order is currently cancelled and has been credited back. We are unable to provide any additional compensation at this point. We...

do apologize for the inconvenience.

Please find below our return policy: If you are not fully satisfied with your purchase, you may return it to us within the first 30 days after delivery. All we ask is that the order be returned to us in its original packaging and condition with all included accessories and materials. Items shipped out via freight line carrier must be returned in the same manner. To obtain a return merchandise authorization number (RMA), please contact one of our customer service experts Monday through Friday 8 a.m. to 5 p.m. CST at 1-866-975-4846. Shipping costs are not refundable and the customer is responsible for the cost of the return shipping. Returns related to orders that included free shipping or a shipping charge less than $10.00 will be refunded 85% of the product cost in order to cover original shipping fees. All returns will be inspected and we reserve the right to adjust the refund on the return depending upon the condition of the returned product.