National Oilwell Varco

We apologize for the issues the customer has had up to this pointOur units sold as scratch and dent are fully tested and if needed repairs will be madeUnfortunately in this case it sounds like the repair was faultyI have reviewed the notes and it does not appear the full story was provided on the phone callOur agent should have questioned further to get a better understandingWe will issue a refund in full for this customer as a one time courtesyThe original payment method was with Paypal so we will have to mail the customer a checkThis can take up to two weeks

Hello [redacted] ,I apologizeI do see that a new agent was responding to your emails by asking you to call inThat is not our policy and I will get that straightened upI believe I saw in an email where you included your phone numberI will have an agent call you on that phone number today and set up the parts order

We reviewed the notes and it appears the shipping company had a miss-communicatoin with the customer on how many items needed to be picked up. We have confirmed with the freight company that at this point both items did get picked up on 10/23. Once they are returned back into our inventory the... customer will be credited in full. We are unable to reimburce the customer for any cost of packaging as the customer is advised to hold onto packaging for the first 30 days.

The customer is correct, the item was sold with a promise of next day shippingDue to a glitch in our system outside of the customers control it was held upThe customers order is currently cancelled and has been credited backWe are unable to provide any additional compensation at this pointWe do apologize for the inconvenience

Complaint: [redacted] I am rejecting this response because:I am not technically rejecting the response but the response requires further action on my part to a third party so I would ask that the complaint remain open until that correspondence has been acknowledged.At the request of the "Business", I have emailed the manufacturer with the problem and referenced this Revdex.com case.It is reasonable to close this case satisfactorily if the manufacture agrees that the unit is covered by warranty as the Business has stated Regards, [redacted]

The customer is correct that LivindDirect owns the brand EdgeStar. That being said the customer is under the manufacturers warranty which is handles through EdgeStar. EdgeStar has under 2 minute wait times during normal business hours of M-F 8am-5pm. Either they are calling after hours or calling the wrong phone number. Again the number is [redacted] . I personally just tried the number and an agent picked up the line within 1 minute.

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 Regards, [redacted] ***

Unfortunately this package was delayed by FedEXWe followed up with the customer once we realized it did not arrive on timePer FedEx they put the package on the wrong truckThis was all under FedEx case# [redacted] The customer has now chosen to refuse the delivery and return it due to the delayWe have accepted this request and will be returning it however since it was shipped to the customer we will have to wait for the package to be rerouted back to our locationAs soon as we have recieved it back we will issue the customer a full credit

Complaint: ***
I am rejecting this response because: This is still not resolved. They are the seller but I still have a product that is not working. A retailer SHOULD stand by their product and replace it if has been defective from the start. This is bad business practice and I WILL NOT purchase from this company again It has been over a week and I still do not have anyone who has come to repair the refrigerator. I have been patient and have seen NO resultsThis is a NEW refrigerator that has not worked correctly from purchase
Regards,
*** ***

To Whom it my Concern,When you had spoken to one of our reps on thisYou had received an email from *** on what the next step was and it was for you to email in the serial tag on the machine to *** and they will credit us and then we will credit you once they send over the paper work to
usThe warranty is not from us its from ***I apologize but any confusion on this but this is what needs to be donePlease follow the instructions on the email and this will be taken care of* *** Customer Service Supervisor

*** ***,We have spoken a couple times on this matter alreadyThis item was delivered2/It wasn't inspected for damage and you called us to notify us for the damage on 3/Normally we have have a hour rule when it comes to damage productsWith FedEx carrier items we normally have up
to a day windowYou were way past this time frameThis information is on the website and is also sent to you via email once the item ships Please see below: Damaged Shipments We fully insure all of our shipments and if a delivery is damaged, we will gladly replace the product or give you a refund for the full amount of the merchandiseSometimes damage from shipment may not be visible, so it is very important that you carefully check for internal and external damageYou should immediately inspect the order upon delivery and notify us of any damage within hours of delivery (excluding holidays and weekends) at ###-###-####You then spoke with *** who told you there was structural damage to the frame of the unit and was refereed back to us because they do not replace damage unitsYou then called up askign me to replace the unit and I gave you a discount off a brand new unit for $That is is still my final offer on this due to the fact of the damage time frameAt this point I wouldn't be able to give you a refund on the item due to the time frameAlso you brought up another unit you did purchaseThis was delivered to you on 3/The unit has been back order since you have purchased itI apoloigze that you do not like the outcome of this the discount on the new product is the option I have for you*** ***

Complaint: ***
I am rejecting this response because: the business has delivered a damaged appliance which I paid nearly $1,for and is attempting to take no responsibility or even offer a fair compromise, hiding behind a hour policy that does not change the fact that I am not satisfied with the product and they should have offered me a refund when I first called within days of delivery but instead killed time (likely to let the clock run past days) by directing me to discuss the problem with the manufacturerPer their website: Return and Refund PolicyIf you are not fully satisfied with your purchase, you may return it to us within the first days after deliveryAll we ask is that the order be returned to us in its original packaging and condition with all included accessories and materialsItems 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 a.mto p.mCST at 1-*** 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 $will be refunded 85% of the product cost in order to cover original shipping feesAll returns will be inspected and we reserve the right to adjust the refund on the return depending upon the condition of the returned product. Due to seasonality and function, some of our products have unique return restrictions:
Regards,
*** ***

We apologize for any confusion but prime membership benefits apply to prime orders but this was not a prime purchaseAs a third party marketplace seller Amazon does allow us to use our own return policies which includes asking the customer to be responsible for the return shipping and also we can
charge a restock fee up to 20% for buyer's remorse returnsOur return policies can be found under the shipping tab on our Amazon store: https://***The text we have on this page reads as follows: "Buyer's Remorse Returns: 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 $will be refunded 85% of the product cost in order to cover original shipping feesAll returns will be inspected and we reserve the right to adjust the refund on the return depending upon the condition of the returned product."We are sorry to hear you are unhappy with our policies but since there was nothing wrong with the item or order itself we do need to recoup some of our shipping costs and partial cost of the unit since we can no longer sell it as new

The customer schedule and appointment with our shipper on 4/and was not at the delivery location to accept it on that dateThe carrier was not able to get in touch with the customer after the missed appointment so they reached out to us and we provided a phone number and email to try and
reschedule the missed appointmentThe customer then reschedule another appointment on 4/and also missed this appointmentDue to the multiple missed appointments we had to return the item back to us in order to avoid unnecessary storage feesThe 20% restocking fee is to recoup a portion of the original shipping cost as well as for the re-delivery fees

We apologize for the confusion regarding your orderUnfortunately we where receiving mixed messages from the carrierThe order has been cancelled and a credit will be issued

At this point the customers best resolution is through their credit card companyWe are not able to provide a solution to a damaged item that is this old

It is our policy for items that are purchased as "Open Box" or "Scratch and Dent" to provide a full refund or exchange for a like item if they are not functionalWe ask that the customer dispose of the appliance how they chooseOur process is to request a picture of the appliance with a cut cord
We request this for two reasonsOne is to insure the customer does not get refunded and then just have the appliance repairedThe second reason is exactly for what they are requesting to donateIf donated it would then be second hand and the manufacturer would not have any way to track the sale for warranty supportThe credit was never issued in this case because the customer never sent the requested picture of the cut cordIn order to expedite this have as of 3/3/issued a full credit for the customerThey should see this credit within the next 24-hours

We apologize the customer is having an issue with the appliance purchased on 10/11/Per our terms and conditions of sale LivingDirect handles all support issues withing the first days of saleAfter that the manufacturers warranty kicks inI have reviewed the customers account and it does
not appear that they have spoken with the manufacturerI would recommend to the customer to communicate with EdgeStar so that they can present the customer their optionsThey can be reached at ***

We have reviewed the notes pertaining to thisWe had been waiting for a picture of the defective appliance with a cut power cordThat being said we have offered a credit in the amount of $and will be issuing that in fullWe are limited when the payment method is PayPal so it will require
us to mail a physical checkWe will have the check mailed to ** *** *** *** ** ***The check will be mailed and typically takes 7-business days to receiveIf you have any other questions please let us know

Complaint: ***
I am rejecting this response because: the logic that the business has provided is circular They allowed the time to pass without resolving the issue and were in control of whether or not to offer a solution to correct the problem sooner
Regards,
*** ***