National Oilwell Varco

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 statements are not accurate. On 5/20, the shipping company stated they had not contacted or attempted to contact me. This response does not surprise me given the previous interaction. Disappointing on all fronts.  
Regards,
[redacted]

The innitial diagnoses was incorrect which created confusion on both ends. The customer reported the appliance was cycling on an off every 40 seconds or so. For this type of appliance this activity is normal. I explained this information to Mr. [redacted] after he spoke with the first agent. I...

explained to him this is what is to be expected from this and apologized for the confusion. We are strictly the retailer of these items and attempt to troubleshoot when possible however we would typically refer the customer to the manufacturer if they feel our diagnoses is incorrect. The customer was given that option however I am unsure if he followed through with it. If the manufacturer deems the appliance defective then we are able to assist in a return. If he wants to discuss with the manufacturer they can be reached at [redacted]

We do apologize for the confusion, the expectation that should have been set is that we would send a cancellation request to our warehouse. Because we garuntee same day shipping often time orders are unable to be cancelled and would have to be rerouted with the shipper. In this case that is what...

happened. We are in the process of reaching out to the customer to set up returning the appliance for a full refund.

When an order is cancelled, the pending authorization is cancelled. How the bank handles the pending transaction is out of our control. We have confirmed with our accounting department that this authorization was dropped. We have informed the customer it is out of our hands. If the customer needs to they can have the bank contact us to further explain this.

Our OpenBoxDirect website sells on a limited inventory basis. Unfortunately the website does not update as quickly as it should and this can cause items to be oversold. We do apologize for this and if the customer would be interested in looking at a different item we would suggest calling our sales...

team in insure the item is still in stock.

Our mutual customer requested an exchange due to a damaged item arriving. We provided our standard options, one to include the customer purchasing a new unit and a second to perform a standard exchange in which a replacement unit would be shipped out once the original one is returned. For...

clarification we do advise our customers on the 2nd option that if they notify us we can release the exchange early. Per the notes and the information sent to the customer it is clear that a normal exchange was what would take place. Below is the correspondence that we sent to the customer that explains the exchange process. [redacted],We have assigned the following Return Authorization Number (RA# [redacted]) to your item. Please keep this RA# for your records and boldly display it on the outside packaging when you return your item. You will get an email from Federal Express with your prepaid return label. Please read the instructions provided in the email prior to printing the label, and send it back to us with Federal Express. Please visit http://[redacted].com if you need help locating a drop off location or you may choose a pick up date from your location after you have printed the label.NOTE: You must have all the original packaging to return this item. Returns received without the original packaging will be rejected and returned to the sender. Comparable boxing may be used, with prior approval by the phone representative when you reported your return request. Comparable boxing must be of sufficient quality to avoid any damage to the unit beyond what may have been reported. Professional boxing is recommended but not required.A replacement order has been set up for you, but this order will not be shipped until we receive your returned item. Once we receive your returned item, you can track the progress of the replacement order at our website – www.[redacted].com. Once the item ships, you will be able to log in using the Order Status icon at the top of the screen.If you have any questions about this return process, please don't hesitate to send an e-mail with your questions.

Joshua,I am sorry but for these items if they are not working condition which I do apologize you are getting your refund back on the unit. You would have to send the picture of the cut cord you would have to dispose of the unit. I apologize if its a inconvenience but that is the recourse. I do...

apologize.  Regards,[redacted]
[redacted]CustomerService Supervisor

Complaint: [redacted]
I am rejecting this response because:The unit is defective we called for a service call they replaced the board and the unit is still defective there are very...

expensive wines being placed in here which were not going to take a chance again on their unit being defective we wish to return it for full refund. My guess is if they refuse to do this my only recourse is to dispute it with our credit card company and also post about it everywhere I can on social media
Regards,
[redacted]

Again we have approved a return and full refund of this order at no cost to the customer. We have contacted the shipper and requested a reroute of this item back to our warehouse. Once we have received the merchandise back we will issue a full credit.

Complaint: [redacted]
I am rejecting this response because I called living direct after I received that email from them on August 4th after purchasing the new item online minutes before to confirm that it was a return and was NOT told otherwise.  I am not sure why a company who has a return policy is unable to return a new item after sending a damaged item to begin with?  I am only asking the company to return the item they shipped as an exchange since I already procured a new one on August 4th AFTER talking with their customer service? 
Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: To claim "30-day returns" when in fact the COST of return is prohibitive is a misleading practice. In my wide experience, when a company says returns are available they mean that they will assist with arrangements and that the cost of the return will within range of the orginal shipping charge. I was told the shipping for this unit to get to me was 50.00. Therefore, it was normal of me to assume that 50.00 would be the cost of return if I could not use it. 
Regards,
[redacted]

Our mutual customer went through our standard escalation process. We do ask for a 48 hour turn around when leaving a message for a supervisor call back. The customer called back the same day and was directly transferred to a manager that happened to be available at the time. The model in question is...

not unlike any other dehumidifier on the market. All dehumidifiers will produce a certain amount of heat generated from the compressor. This is a normal offset of how ALL dehumidifiers not just this one. As we do not record our calls we can not confirm what was stated on the call however this was sold by one of our senior sales agents that does fully understand that all dehumidifiers will produce heat. Due to the confusion we are willing to work with the customer and make arrangements to allow for a full refund once the appliance is returned. The customer will still be responsible for the return shipping cost.

The expectation was set upfront with the customer. This did get delivered within our shipping window which happened to be later than the customer needed. it. We have confirmation that the shipping company attempted to make contact with the customer however was not able to get a hold of him. At this point it is our understanding the customer has the package and if he chooses to return it per our return policy a restocking fee would apply.

Complaint: [redacted]
I am rejecting this...

response because: Money claimed to have returned was never returned and his figure of 15% are more than 15% if he does send the $109 he claims he sent. We paid $168/99 , This is a very disreputable company according to their reviews on Google.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] is either misinformed or a liar. order was placed and cancelled on 2/6/17. When speaking to representative regarding cancellation, they were argumentative regarding the reason for cancellation and eventually hung the phone up on my face. I called back and spoke to an equally digruntled representative who acknowledged the cancellation and again, hung up on my face. On 2/10/17, I called back and asked to speak with a manager, got voicemail, left message and got no call back. On 2/11/2017, called back to inquire as to the status of the refund, reprentative said, "you called yesterday, just wait" but before the phone hung up, I heard him ([redacted]) say, "what a clown" and the once again, hung up on my face. And finally, spoke to yet another reprentative in the 13th (Rueben) who was equally as aggressive and rude, who stated that that the refund was not initiated by any of the past reprentatives and that it would take 5 to 7 business days, "please wait the time before calling back". filed complaint with Federal Trade Commission also. I suppose the idea is to keep the money as long as possible. Worst company in existence . 
Regards,
[redacted]

Please read the last response I have given. This is just a retailer.

This is a manufacturers warranty issue and would need to be handle through them. It does appear the customer has already spoken with them as of today 11/7. We would recommend that the customer continue to work with the manufacturer to come up with a solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that we did finally get a credit of the $109.63 They did charge us a 15% stocking charge for a bad and defective unit.
Regards,
[redacted]