Neilsen K M Consulting

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First of all, I did contact [redacted] on 12/**/2016, via chat session and via 800 number to try and place the order because my FSA card was rejected.  Second of all I do not understand why my order was delayed when I used store credit to make a purchase - that just makes no sense, there should be no delay in order placement when I use store credit it should be the same as using cash.  Third of all, [redacted] states it clearly on the site that I, as a customer, am able to make a purchase using my FSA card without any problems for any item listed as a FSA eligible, no prescription required item, and when I tried to place an order using my FSA card, my card got rejected.  When I contacted my FSA administrator, they informed me that the item I was trying to purchase required a prescription.  Now, clearly this is a misrepresentation on [redacted]'s part, because the item I was trying to purchase did not qualify as FSA eligible item.  I should not have to apply for reimbursement with my FSA administrator.  The whole point in using [redacted] is for me not to have to submit a reimbursement case with my FSA administration and make the transaction smooth without any hassles.  I ended up using my credit card to pay for the item, just  because I didn't want to loose my store credit.  It is almost 2 weeks since I placed my order and it is nowhere close to being shipped yet.  Customer service is just horrible.  Customer service representatives hung up on me numerous times!  I AM EXTREMELY SORRY I PLACED MY INITIAL ORDER WITH THIS COMPANY!  I WILL DEFINITELY NOT BE COMING BACK TO THIS STORE FOR MY FSA NEEDS.  And by the way - 3000 points as a compensation is like a smack in the face, considering the fact that [redacted] charges 10% for their merchandise than amazon or even local pharmacy does.  Furthermore, the email that was sent out by [redacted] on Friday to their customer, was done after I filed a complaint with Revdex.com.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[redacted]

Customer was emailed a return label. We also left a voicemail to confirm receipt of the email...  At this point, we would be happy to just refund for the items they wish to return, they are free to discard the items... We just need to confirm that can can still receive the refund to his...

FSA OR if he wants to receive it via a store credit, either way the choice is the customers... We can refund the original form of payment OR store credit...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will accept the resolution once I have confirmation that I have received a full refund and the packages are picked up and returned correctly this coming Saturday.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First of all, my name is not [redacted].  The delivery instructions were part of the address.  [redacted] cannot read the address because of their volume of deliveries?  If true, I don't know why anyone would do business with them so I find this reason hard to believe.  You also dispute the date and number of times I have called you but my phone has a history of those calls to you with dates and times.  Perhaps your customer service did not record it which could be another reason this issue has continued for this length of time.In any case, you have offered to "re-ship the order" but I hope you read that there were two orders missing-  The order numbers are [redacted] and [redacted].  You promise to ship to the updated address I provided and to email me the tracking number when shipped.  IF this is correctly followed through and I do receive my pre-paid products, I thank you in advance and I will note that here at Revdex.com.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The transaction completed on February *, 2016 by the business is satisfactory to me and the matter has been resolved.
Sincerely,
Sherdon R[redacted]

Please forgive the mistake in referring you by an erroneous name, [redacted]. We have indeed issued a reship for both orders to the address you provided to us via email. Please find the response we sent earlier to you via email attached. You will receive the new tracking numbers related to both orders once dispatched. If there is anything further that you need, please let us know.

Hi there! We apologize for the delay, we have just resent the return label to you via email. We will refund you in full, waiving all return/restocking fees, upon receipt of your items. Thank you.

Good Afternoon [redacted], I do apologize for any misunderstanding or any runaround. I just left you another voice message in regard to your return. At this time, please just discard the product that you are now asking to return and we will issue a store credit in the amount of $43.18. We...

were unsure if your 2015 funds were still active, we decided to issue a store credit. Your store credit is: [redacted]. Additionally, we refunded you for the returns that were previously received. On February 29th, you were issued a store credit in the amount of $129.58, the code for that amount is: [redacted]. Also, we exchanged Back-A-Line Premiere BIOflex Magnet Lumbar Support, Xtra Large, Black for Back-A-Line Premiere BIOflex Magnet Lumbar Support, Medium, Black on January **. We can absolutely convert your store credit into a refund back to the original form of payment. Please confirm which is preferable and please check with your FSA provider in regards to if the refund can be posted back into your account. Our system only holds card information for 60-days, since the order was placed on December [redacted], you would need to call in your card information. I would be more than glad to assist you if you have any further questions or concerns, please contact me at ###-###-####, M-F, 9AM-5PM EST. We look forward to hear from you soon. Thank You,Daniella FSAstore.com

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 and the matter has been resolved.
Sincerely,
[redacted]

Hello. Our shipping system from our partners at [redacted]s rejecting your PO Box address. We have now emailed requesting that you please provide any address as long as its not a PO Box. As soon as you provide a physical "ship from" address, we will be able to process the return labels.

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 and the matter has been resolved. I was contacted within a few hours by Antoinette who professionally and courteously sorted through...

the matter and issued a refund promptly. It was an unfortunate delay in communication over a few days plus a less than pleasant interaction this morning but once she reviewed everything, she found the refund should be returned and rectified it immediately. I have always had a good experience with FSA store. They provide quality products at a reasonable price with prompt secure packaging. I recommend them highly, especially now that this issue has been finally resolved.
Sincerely,
[redacted]

Hi there! We have successfully stopped the replacement shipment of the correct item ordered per your request and we have scheduled a return pick up for the wrong shipped items for this Saturday the [redacted]. We will also respond to the email you just sent us directly to advise on the same  and we will call you shortly. Please confirm if you want the replacement of the correct item ordered at a later date or if you just want to be refunded for your purchase. Thank you! Antoinette

Hello! So nice to hear from you here. We have been in touch via email and phone, including to update you regarding the back order on the bundle you purchased. In an email we sent to you on 1/**, 1/**, and 2/** we advised the bundle was back ordered until approximately the end of February and offered...

the option of canceling, refunding, substituting for another item or waiting for it to be re-stocked. Two emails were sent to you in error during this time, advising of an extended delay, and another of a store credit refund, which we responded to you in apology and to explain it was an automated email sent due to an IT error. Apart from this, we have been responsive and have kept you apprised of the status of the back order.  As of today, your order is shipped complete, the bundle was shipped with our partners at [redacted] on 3/* and according to tracking was delivered to you on Thursday 3/**/2017 at 9:52 am EST. If there is now a delivery issue here that we need to address, please contact us directly to let us know and we will certainly help resolve the matter. Thank you.

Hi [redacted], We are very sorry for the missing packages. You contacted us to let us know about the issue on 3/** (call) and emailed us for the first time on 3/** (attached proof we responded on 3/**),  where we asked for an alternate address to issue a re-ship to. Our shipping partners at...

[redacted] do their best to accommodate any reasonable delivery instructions, however due to the volume of packages they handle in a day, they cannot guarantee that a) they will look to see if there any delivery instructions and b) that they will carry out the delivery instructions. They are contractually obligated to deliver the package to the shipping address noted on the package, and to leave any packages not requiring a signature in a place they deem safe at the delivery address. We will re-ship the order to the address you provided in your email response. You will receive the tracking number via email once shipped. Let us know directly if you need anything further, thank you.

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 and the matter has been resolved.Thank you for your help!! As soon as you sent them the problem they corrected it right away!! I appreciate all your help! By the reviews I have read they are a good company to work with and I will in the future....just hopefully now have to return anything! :)
Sincerely,
[redacted]

Dear [redacted], Your order was placed with us on 12/**/16 but because you had asked us to please add a coupon a s store credit to your order, which we happily obliged and applied the discounts, it was finally sent for processing on 1/*/17 after the adjustments were made, when we were back from the...

New Year's closure. As per our 100% money back grantee, we only sell items that are 100% FSA eligible, and we correctly advised that the items you bought DO NOT require a prescription. We are very sorry if you were given any conflicting/erroneous information by your plan administrator. Yes, if you are denied reimbursement by your plan admin we provide substantiating documentation to give to your administrator to reverse the denial, but we can only do so if you let us know there is an issue. We have not received any emails or contact from you about any denial. We sent a mass email this past Friday, 1/*/17 to advise customers of processing delays where we awarded people with 3,000 perks points as an apology for any inconvenience caused. We will send email confirmation once your order has shipped this week.

Pleasure speaking with you just now! As discussed we have now issued a store credit refund for the item you did not receive in full. Please use the store credit in the next 6 months and again, we are very sorry for the error in only sending 3 out of 24 of the Beyond BodiHeat Fast Acting, Pain...

Relieving Heat Pads you ordered. This was human error in picking and packing your items. Additionally, regarding the delay in responding, we are very sorry, this is our peak season and its taking longer to catch up to everyone. Thank you so much for your understanding and for working with us, [redacted]

Dear [redacted], We have been in tough with you many times to update you, apologize, and try to rectify the points you are right to be upset about. We assure you, the mass email we sent to affected customers experiencing delayed orders had nothing to do with your particular feedback here, it was done in effort to let people know their shipments were processing a bit delayed and as a gesture of good will, we awarded everyone additional Perks points. We are very sorry you feel that was not adequate enough. We do see your order was delivered this morning. As your order has now arrived, please close this inquiry and we wish you all the best going forward.