National Oilwell Varco

Unfortunately this package was delayed by FedEX. We followed up with the customer once we realized it did not arrive on time. Per FedEx they put the package on the wrong truck. This was all under FedEx case# [redacted]. The customer has now chosen to refuse the delivery and return it due to the...

delay. We 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 location. As soon as we have recieved it back we will issue the customer a full credit.

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

up the parts order.

Complaint: [redacted]
I am rejecting this response because:Requirements for acceptance:1.  Company to pay for the shipping costs to return the item.2.  No charges, per your policy to charge, for free shipping to us when the item is returned.3. No charges for restocking of the product.4. The total reimbursed is: $238.99
Regards,
[redacted]

Per the notes, the customer has diagnosed the appliance with the manufacturer and they have deemed nothing to be wrong with the appliance. Based off their diagnoses we have set up the proper return with the customer. In this case the customer would be responsible for the return shipping as well as a...

15% shipping recovery fee would be deducted. This has been set up with the customer already. The manufacturer has offered the customer a service option in that they would be responsible to ship the appliance back to them so the appliance could be serviced in our facility. If at that point they find no issue the shipping recovery fee would be assessed.

Please re-read the response from the previous email.

The customer notified us outside of our 48 hour notification policy for damage. With that being said we did offer to allow the customer to return the product based on our standard return policy. This would include them being responsible for the cost of shipping and a 15% shipping recovery fee to...

cover the original free shipping we offer. I have followed up with the customer directly so that I can receive pictures of the condition of the appliance so we can make a more informed decision. We are working to come to a mutual resolution.

Complaint: [redacted]
I am rejecting this response because: We would like a public apology acknowledging their mistake for not scheduling pickup within 5 business days and clearly indicating the process between Living Direct and Old Dominion Freight require improvement. Old Dominion Freight inappropriately incentives their Overage, Shortages, & Damages (OS&D) supervisors, especially in their Bloomington, CA office, to reject returns and minimize the actual damage returns percent compared to overall revenue targets.  Consequently, the OS&D supervisor behavior, to make it HELL, to return damage products is tolerated by Old Dominion Freight terminal manager. The terminal manager's performance goal is also measured by keeping damage returns at a minimum. The retail customer has no concern with the respective companies damage returns underwriting policy and simply would like the damage product return to original supplier in a timely fashion.
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.

Complaint: [redacted]
I am rejecting this response because:Not sure what else can be said??  How about actually applying a credit to my account and issue an apology for the hassle you have put me through?  If this were my organization I would be absolutely embarrassed with how I have been treated and continually given inaccurate information.  Not one item in your response this morning to the Revdex.com was true.  It was stated that someone had been in contact with me. Not true.  It was stated I was informed that the shipping company made a mistake.  Again - not true.  It was also stated that a credit would happen today and that I had been informed of that.  That was not true at the time (I have received an automated email now AFTER THIS fact stating a credit would happen) - AND I have yet to receive a credit to my account.  Bottom line - based on the actions of your organization - I have no reason to believe this issue will be resolved until I actually see a credit in my account.Please understand - I had emailed your organization numerous times since Tuesday, and called, looking for a response...and have received none.  If you'd like to see these - I'm happy to share.  I've given your organization numerous opportunities to resolve my issue.  I don't have time to deal with this garbage - but I also don't feel I should be penalized when I receive a product that is defective. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [mailto:[redacted]] Sent: Thursday, October 15, 2015 11:42 AM To: info <[email protected]> Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] I have waited 2 weeks but still don't have my refund check.  Help, please!   Thanks.  Regards,
[redacted]

[redacted],I am sorry we spoke yesterday on this. We did try to cancel the unit the item had already shipped. Normally there is a 20% rerouting fee on this. Please read below on our website. Rerouting an Order Orders that have been fully processed into our warehouse or shipped may no longer be...

cancelled. Should you wish to return an order that has yet to arrive at the ship to location please contact our customer service department so they may request a rerouting of the package with the shipping carrier back to our warehouse. Once the order is received back into our warehouse you will be refunded 80% of the of the product cost in order to recoup shipping fees. When we spoke yesterday we said that they were willing to do this for 15% not 20. I apoloigze but once an item ships out we have to get our costs back for shipping out this unit. I am sorry you don't like our policies but they are in place for a reason. If you want to get it rerouted we still can for 15%[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all I have evidence in document 1 that shows there is a 30 day return period not 15 days like they are NOW stating. Secondly the dimensions of the room I had the air conditioner in are 12'x12' which is 120 sq. ft., well below the limitations of what the maximum size the a/c can provide for. I never said that my room was ever too large to the customer service people nor did they state that to me.  The first email they sent me about the return information never stated anything in it about the return being a buyers remorse return that's why I sent the second email asking if I would receive my return fee back since the email wasn't clear.
Regards,
[redacted]

I have reviewed the customers account and it does appear that we did miss the credit on the customers PayPal account. That being said it looks like the customer spoke with one of our customer service agents on 2/13 and discussed this situation. At that point the agent requested an expedited credit...

and our accounting department issue a refund on 2/16.

Unfortunately the customer miss understood our listing. We do show an upgraded version of this model however we clearly detail in the description what is provided as seen below:

Complaint: [redacted]
I am rejecting this response because:A reputable company would stand by their word when the discussion that was had on July 20th reassuring me that the item was as requested and confirmed by you staff to meet such requirements and would pay return shipping costs of the item and reimburse the total amount of $238.99.  Again, this is the request.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hello, I was on vacation and did not have email access when the last response from the company came in for this complaint. I would like to reject their second response, as it is clear from the invoice that I previously provided that the company shipped the defective refrigerator/freezer and should be held responsible. Aside from shipping, they are the parent company for Edgestar, who has refused to answer and/or acknowledge any emails that we have sent regarding a refund or for them to honor their parts warranty and provide us with parts to fix the defective unit. The company took more than 6 days to respond to my last rejection, and frankly provided a useless non-response. I do not see why my response time frame should be truncated when theirs was not. I'm still looking for resolution in this matter, please let me know what can be done to move forward in a meaningful way. Thank you [redacted]
Regards,
[redacted]

The customer purchased this item off of OpenBoxDirect.com which states on every Scratch and Dent Item: 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 can not validate what the customer has done with the appliance for the past 4 months. The manufacturer attempted to resolve the issue even though they are not required to based off how we sell these items. Again we specify that these items do not have a manufacturers warranty. If the customer chooses they can pay for service out of pocket with the manufacturer or take it to a local service provider.

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.

Complaint: [redacted]
I am rejecting this response because: the item was sold to me, how can this company said it was not available? I want my bought item at the same product and the same price.
Regards,
[redacted]

I am sorry you having an issue but this needs to brought to Edgestar. This is a retailer you are contacting the phone number is [redacted]. Since are you working with them already that is who you would need to speak to.