National Oilwell Varco

Complaint: ***
I am rejecting
this response because:Nothing that they stated in their response is true.they have never explained the reason for the delay They have continued to say they will not credit my card until they have received the defective product They have never told me any of these things More lies Until I see the credit I have no reason to believe this
Regards,
*** ***

Hello, We understand our customers concerns but will ask that our customer view our point The item received had its original container to ensure its safe arrival What we are asking our customer is to secure the unit so we may retrieve it and provide him his credit upon its return Please be advised that if a charge back is filed we will inform the credit card company that the item has not been returned and that we have provided options to have the unit returned for a full credit Again we apologize for the inconvenience but with out the container we will not be able to assist with the return You may reach me directly if you need to discuss further. ***
*** *** ***

*** ***,You have spoken with a coupler people already on this alreadyWhen you called initially we sent you an email on how to return the product with an email with a highlighted section for your productThis item was a freight item and it was sent back through UPSIf you read the return
policy below any times that were initially sent via freight company would need to be shipped back via freightThat is what was highlighted in the email that was sent to youPlease read this below from our websiteIt is very important to get atracking number for your shipment and keep it for your recordsThis trackingnumber will be the only way the package can be traced should it become lost,plus the tracking number can assist in the credit processWe highly recommendthat you insure your shipment: You are responsible for any damage that occursduring shipment NOTE: LTL Freight items must bereturned via the same mannerYou must have all the original packaging toreturn this item, this is inclusive of any over-boxingWasher/Dryers must haveshipping bolts in place as wellReturns received without the originalpackaging/shipping bolts will be refused and returned to the senderAll ordersdelivered to the original destination with ship charges less than $willbe subject to a 15% shipping recovery fee deducted from the purchase pricerefundAll other orders will be refunded minus the original ship charges.Since the item wasn't set back via freight it was rejectedThat is the reason behind this

The manufacturer originally reached out to us as the customer reported this item to be defectiveWe received this notice on Feb4th, at this point we reached out to the customer and one of our customer service agents left a voice mail with his contact information for the ***s to call back
They reached back to our agent on the 11, at this point we provided what options we haveThis would be for the customer to exchange the appliance for another or return it for a full creditIf exchanged, the original order would have to be on its way back to us prior to us being able to ship out a replacementThis is why we offered to resell another unit so the customer could receive a replacement and the box to return the defective back inIf they do not wish to do this they do have the option to pay out of pocket to have it boxed locallyAll of the shipping would be covered by Winecoolerdirect.comWe will need the customer to work with us in order to make arrangements to have it returned or exchanged

The customer placed his order on 7/4, we cancelled this order due to no stock on the 5thWe do not charge a customers card until an item is physically shipped outIn this case the customer would see a pending authorization hold by his bank due to the order being placedBecause we have cancelled
the order the pending authorization will automatically be dropped off his account however the time period is based off of his bankLivingDirect is not in control of the hold at this point

Complaint: ***
I am rejecting this response because:this issue began immediately upon purchasing this itemif the company had properly responded in the regular amount of time it was well within the stores return policy.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:they are still not willing to put a picture of the unit your going to receive not what you might receiveas well as
providing another rack because the fourth rack is unusable and the bottom of the unit is empty Im asking that they post a picture of the unit your going to receive because it's not on the website and is misleading even if you have in fine print at the bottom of the page
Regards,
*** ***

We have been in contact with Mr***, I have included our conversations belowUnfortunately the customer did not follow our policy in that damage needs to be reported within hours or deliveryUnfortunately he notified us over a month late. Previous emails: I would have to disagree
with you that you where in any way miss informedWe simply provided you with the only option left which was to communicate with the manufacturer of the product as if any resolution was available it would have been through themYou say your first call was within days of the purchase, this time frame has no relevanceWe have made no attempt to resolve this with the carrier again because we can not file a legal claim of damage due to the time frameBeing that you signed for the merchandise free and clear you have waived your right to file a claim of damageI have copied the information from the shipping confirmation for you to review as well: Important Information About Your Order In order to protect you from shipping damage it is vital that you inspect your order once it arrivesPlease report any shipping damage to our customer service department within two business days of receiving itYou must retain all original packaging associated with your order (including over boxes) so our service department may properly assist youFailure to retain all original packaging may limit your return options.As I am the final point of escalation with Living Direct you may direct any written communication to me at the below address:
*** *** ***
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*** *** ***

LivingDirect would like to offer the customer a full exchange or return at not costWe will be responsible for picking up the appliance and returning it backThe customer would be responsible for boxing the applianceIf the customer would prefer we can reship a brand new unit or issue a refund
for the total purchase price of $1964.04, this was $for the appliance and $for the warrantyLivingDirect would not be able to provide a credit larger than what the customer has paid and would be unable to issue credit for the cost the customer incurred for installation or for the beer he purchasedPlease have the customer contact our customer service team at *** option in order to complete the pickup

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

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

Per the notes on the customers account they contacted the manufacturer on 7/1/reporting an issue with the applianceThe appliance was purchased on 9/12/and carried a year parts and days labor warrantyThe customer is currently out of warranty and was given the next best option of
purchasing a new unit as the cost of fixing the defective one would be close in price

The customer explanation of the room this appliance was being used in was outside of the manufacturers recommendationWe explained to her that the issue was environmental and nothing wrong with the appliance itselfWe provided her with our return instructions. If 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 ***Shipping costs are not refundable and the customer is responsible for the cost of the return shippingReturns 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 productDue to seasonality and function, some of our products have unique return restrictions: Portable air conditioners, portable air coolers, and heaters are only eligible for return within the first days after deliveryAs you can see, we also state that portable air coolers are not eligible for return past days, we decided in this case to waive that and allow her to return itThe customer is just unhappy with our return policy

We will make a one time exception provide a free return

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

*** ***Looks like we sent you a fedex label for a refundYou would need to package the unit up and get that unit in transit with fedexOnce its received back you will get your refundPlease follow the instructions for your refund

As the retailer we do not offer returns outside of daysThe customer will need to be referred to the manufacturer

We have been unable to locate this customers order with the information provided (name,email,phone)That being said we do apologize for how the customer was treated however it appears the customer was dealing with the manufacturer directly as we do not have any agents by the mentioned namesI
would recommend having the customer follow up with the manufacturer directly for a resolutionThey can be reached at *** or ***

Complaint: ***
I am rejecting this response because:The A/C is under the name *** *** and I've tried calling that number for Edgestar, but I keep getting the same people hanging up on meThere has to be another number to reach someone at Edgestar other than that
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will contact Wine Cooler and discuss this option He never offered this option to me in our prior conversations
Regards,
*** ***