NextDesk

This customer’s vanity cover was originally on backorder at the time of delivery We put a missing component letter in all desks that have a part on backorder Unfortunately, it seems that his missing component was never put in our system to send the vanity cover once we received them from our fabricator That is totally on us Once we were aware of the issue, we immediately sent a vanity cover via FedEx The shipment came back as undeliverable We let [redacted] know that the vanity cover came back as undeliverable He asked us to refund I processed the refund via check number for $(the price of the VC) on 06/ I did not receive this complaint until Monday, June If he does not receive the refund by Friday, I encourage him to contact me directly at [redacted] Thanks, [redacted] General Manager

The customer has requested the Revdex.com close the complaint in their letter They were handled in a timely manner to their satisfaction

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 [redacted] at NextDesk agreed to refund the amount for the missing piece as well as a partial reimbursement for duties paid upon original receipt of the deskI received a check yesterday and assuming it cashes without issue this will finalize the complaint Regards, [redacted] ***

Jesse received his desk on Jesse contacted our customer service department and stated that his Terra Pro Bamboo top was bowingOur Customer Service Rep told him that our warranty covers any manufactures defects and we will get him a new top [redacted] then said he would like to return the whole desk and that we need to pay for shipping backSince our day policy does offer a full refund of the cost of the desk, the refund does not include shipping to the customer or paying for the customer to ship the desk backOur customer service rep denied paying for shipping back since we were honoring our warranty and offering to replace the topShe did not decline his request to return the desk within his day return periodJesse then told the customer service rep he still had the boxes and would need to “Sleep on it” before deciding what he was going to do [redacted] contacted our customer service representative and agreed to pay for shipping back the complete orderOur customer service rep provided him an RGA (Returned Goods Authorization) number, [redacted] She also emailed him our process for the return Policy(The following is copied directly from her email to Jesse)NEXTDESK RETURN POLICY: You may return your NextDesk or NextDesk Part(s) with the receipt and packing within days of purchase for a refund of the purchase price less any shipping or installation chargesIf the part is returned within this timeframe and in its original condition received, we'll refund based on the original payment methodHow to return To avoid damage during the return, it is required that you ship any return to NextDesk back in its original packaging or equivalent packagingYou must ship any product to the address given to you when your RGA is issuedIt is important to write the RGA number on the outside of each box so we may issue the credit to youThe RGA will be assigned to your return at the time you request to return your part(s)Tracking numbers for returned part(s) *It would be helpful to have you send us via email the tracking number on the package(s), as it will help us to expedite the refundAlso, the tracking number will be used for verification if needed, that the part(s) have begun the process back to us within the day time period we offer Refunds The way your refund is processed depends on your original payment method [redacted] sent the ODFL tracking number to our customer service representative #04513837684) and it is estimated to be back at the NextDesk facility on the ?" Our Returns Department notified the Customer Service Representative that the desk has been received and is in sellable conditionOur Customer Service Representative requested a refund in the amount of $2909.40, which includes the original shipping charge, trying her best to keep the issue from escalating any further and making his bad experience a little bit better?" [redacted] called in and asked about his refundThe customer service rep informed him it is in the accounting queue and accounting normally processes all refunds on Mondays and Fridays Accounting refunded the full $2,via the credit card he used to purchase the desk [redacted] called in and asked why he hasn’t been refundedOur customer service rep informed him that he was refunded on and would need to contact his financial institution

[redacted] contacted our customer service department and stated that his Terra Pro Bamboo top was bowingOur Customer Service Rep told him that our warranty covers any manufactures defects and we will get him a new top [redacted] then said he would like to return the whole desk and that we need to pay for shipping backSince our day policy does offer a full refund of the cost of the desk, the refund does not include shipping to the customer or paying for the customer to ship the desk backOur customer service rep denied paying for shipping back since we were honoring our warranty and offering to replace the topShe did not decline his request to return the desk within his day return period [redacted] then told the customer service rep he still had the boxes and would need to “Sleep on it” before deciding what he was going to do [redacted] contacted our customer service representative and agreed to pay for shipping back the complete orderOur customer service rep provided him an RGA (Returned Goods Authorization) number, [redacted] She also emailed him our process for the return Policy(The following is copied directly from her email to ***)NEXTDESK RETURN POLICY: You may return your NextDesk or NextDesk Part(s) with the receipt and packing within days of purchase for a refund of the purchase price less any shipping or installation chargesIf the part is returned within this timeframe and in its original condition received, we'll refund based on the original payment methodHow to return To avoid damage during the return, it is required that you ship any return to NextDesk back in its original packaging or equivalent packagingYou must ship any product to the address given to you when your RGA is issuedIt is important to write the RGA number on the outside of each box so we may issue the credit to youThe RGA will be assigned to your return at the time you request to return your part(s)Tracking numbers for returned part(s) *It would be helpful to have you send us via email the tracking number on the package(s), as it will help us to expedite the refundAlso, the tracking number will be used for verification if needed, that the part(s) have begun the process back to us within the day time period we offer Refunds The way your refund is processed depends on your original payment method [redacted] sent the ODFL tracking number to our customer service representative # [redacted] ) and it is estimated to be back at the NextDesk facility on the ?" Our Returns Department notified the Customer Service Representative that the desk has been received and is in sellable conditionOur Customer Service Representative requested a refund in the amount of $2909.40, which includes the original shipping charge, trying her best to keep the issue from escalating any further and making his bad experience a little bit better?" [redacted] called in and asked about his refundThe customer service rep informed him it is in the accounting queue and accounting normally processes all refunds on Mondays and Fridays Accounting refunded the full $2,via the credit card he used to purchase the desk [redacted] called in and asked why he hasn’t been refundedOur customer service rep informed him that he was refunded on and would need to contact his financial institution

We are completely rebuilding the tops for him, but I honestly think he will find fault with even that? I have been doing this a long time and I usually can sniff out customers who refuse to be made whole? He has already accused me of trying to use inferior metal when I am the one who told him about our move to a higher grade aluminum? Unfortunately, we have had to involve our attorney because of his threatening language and the vitriol he spews via email? The tops are being cut and time saved this week? They shpuld go out for anodization next week? We are hoping to wrap this up as soon as possible, but doubt he can be made happy?

Complaint: [redacted] I am rejecting this response because: I didn't "agree" to pay for shipping, there is no other choice or I had to be stuck with a defective purchaseThe fact of the matter is you guys sent me a defective desk and I had to pay $in order to sent it backNo I did not want a replacement top that would do the same thingThe desk was warped from the minute it was setupSecond, I can pull your policy in which I have copies on that states refunds are expected 3-business days following receiving items backRefund was given on 7th business day which was 3/29/and I have proof of that from financial institutionThe fact is here: this business requires consumer to pay for return freight shipping costs on their expensive defective merchandiseThis is my issueI paid $for nothing but 5-hours of my time wasted Regards, [redacted]

Complaint: ***I am rejecting this response to clarify the business response and to close out this complaint in the right manner.Evodesk didn't send me any tracking number for the initial transactionAnd I also definitely approached customer service first.This company needs to improve their sales system to be able to satisfy their customers better.After filing this complaint into Revdex.com and I sent more details with many pictures, Evodesk responded and took an action as follows.1) Evodesk sent me the item "Caster" that were not delivered.2) Evodesk sent me the replacement item "Ergo Single Monitor Arm". 3) I requested a refund for CPU Mount System as it was not delivered for more than a monthEvodesk issued a refund on 6/and I confirmed with my credit card company that it was refunded today.I agree to close this complaint
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We are working with this company towards a resolution. The complaint they listed above is not the complaint they gave us. We are working with a *** ***. They are complaining that the bamboo top is bowing due to the weight they are putting on the desk. My COO will
follwith *** today

Complaint: ***
I am rejecting this response because:
I didn't "agree" to pay for shipping, there is no other choice or I had to be stuck with a defective purchaseThe fact of the matter is you guys sent me a defective desk and I had to pay $in order to sent it backNo I did not want a replacement top that would do the same thingThe desk was warped from the minute it was setupSecond, I can pull your policy in which I have copies on that states refunds are expected 3-business days following receiving items backRefund was given on 7th business day which was 3/29/and I have proof of that from financial institutionThe fact is here: this business requires consumer to pay for return freight shipping costs on their expensive defective merchandiseThis is my issueI paid $for nothing but 5-hours of my time wasted
Regards,
*** ***

Jesse
received his desk on Jesse
contacted our customer service department and stated that his Terra Pro Bamboo
top was bowingOur Customer Service Rep told him that our warranty covers any
manufactures defects and we will get him a new top*** then said he would
like to return the whole desk and that we need to pay for shipping backSince
our day policy does offer a full refund of the cost of the desk, the refund
does not include shipping to the customer or paying for the customer to ship
the desk backOur customer service rep denied paying for shipping back since
we were honoring our warranty and offering to replace the topShe did not
decline his request to return the desk within his day return periodJesse
then told the customer service rep he still had the boxes and would need to
“Sleep on it” before deciding what he was going to do
*** contacted our customer service representative and agreed to pay for
shipping back the complete orderOur customer service rep provided him an RGA
(Returned Goods Authorization) number, ***She also emailed him our
process for the return Policy(The following is copied directly from her email
to Jesse)NEXTDESK RETURN POLICY: You may return your NextDesk or NextDesk Part(s) with the receipt and packing within
days of purchase for a refund of the purchase price less any shipping or
installation chargesIf the part is returned within this timeframe and in its
original condition received, we'll refund based on the original payment methodHow to return To avoid damage during the return, it is required that you ship any return to
NextDesk back in its original packaging or equivalent packagingYou must ship
any product to the address given to you when your RGA is issuedIt is
important to write the RGA number on the outside of each box so we may issue
the credit to youThe RGA will be assigned to your return at the time you
request to return your part(s)Tracking numbers for returned part(s) *It would be helpful to have you send us via email the tracking number on the
package(s), as it will help us to expedite the refundAlso, the tracking
number will be used for verification if needed, that the part(s) have begun the
process back to us within the day time period we offer Refunds The way your refund is processed depends on your original payment method
*** sent the ODFL tracking number to our customer service representative
#04513837684) and it is estimated to be back at the NextDesk facility on the
??"
Our Returns Department notified the Customer Service Representative that the
desk has been received and is in sellable conditionOur Customer Service
Representative requested a refund in the amount of $2909.40, which includes the
original shipping charge, trying her best to keep the issue from escalating any
further and making his bad experience a little bit better??"
*** called in and asked about his refundThe customer service rep informed
him it is in the accounting queue and accounting normally processes all refunds
on Mondays and Fridays
Accounting refunded the full $2,via the credit card he used to purchase
the desk
*** called in and asked why he hasn’t been refundedOur customer service rep
informed him that he was refunded on and would need to contact his
financial institution

***
contacted our customer service department and stated that his Terra Pro Bamboo
top was bowingOur Customer Service Rep told him that our warranty covers any
manufactures defects and we will get him a new top*** then said he would
like to return the whole desk and that we need
to pay for shipping backSince
our day policy does offer a full refund of the cost of the desk, the refund
does not include shipping to the customer or paying for the customer to ship
the desk backOur customer service rep denied paying for shipping back since
we were honoring our warranty and offering to replace the topShe did not
decline his request to return the desk within his day return period***
then told the customer service rep he still had the boxes and would need to
“Sleep on it” before deciding what he was going to do
*** contacted our customer service representative and agreed to pay for
shipping back the complete orderOur customer service rep provided him an RGA
(Returned Goods Authorization) number, ***She also emailed him our
process for the return Policy(The following is copied directly from her email
to ***)NEXTDESK RETURN POLICY: You may return your NextDesk or NextDesk Part(s) with the receipt and packing within
days of purchase for a refund of the purchase price less any shipping or
installation chargesIf the part is returned within this timeframe and in its
original condition received, we'll refund based on the original payment methodHow to return To avoid damage during the return, it is required that you ship any return to
NextDesk back in its original packaging or equivalent packagingYou must ship
any product to the address given to you when your RGA is issuedIt is
important to write the RGA number on the outside of each box so we may issue
the credit to youThe RGA will be assigned to your return at the time you
request to return your part(s)Tracking numbers for returned part(s) *It would be helpful to have you send us via email the tracking number on the
package(s), as it will help us to expedite the refundAlso, the tracking
number will be used for verification if needed, that the part(s) have begun the
process back to us within the day time period we offer Refunds The way your refund is processed depends on your original payment method
*** sent the ODFL tracking number to our customer service representative
#***) and it is estimated to be back at the NextDesk facility on the
??"
Our Returns Department notified the Customer Service Representative that the
desk has been received and is in sellable conditionOur Customer Service
Representative requested a refund in the amount of $2909.40, which includes the
original shipping charge, trying her best to keep the issue from escalating any
further and making his bad experience a little bit better??"
*** called in and asked about his refundThe customer service rep informed
him it is in the accounting queue and accounting normally processes all refunds
on Mondays and Fridays
Accounting refunded the full $2,via the credit card he used to purchase
the desk
*** called in and asked why he hasn’t been refundedOur customer service rep
informed him that he was refunded on and would need to contact his
financial institution

We are completely rebuilding the tops for him, but I honestly think he will find fault with even that? I have been doing this a long time and I usually can sniff out customers who refuse to be made whole? He has already accused me of trying to use inferior metal when I am the one who
told him about our move to a higher grade aluminum? Unfortunately, we have had to involve our attorney because of his threatening language and the vitriol he spews via email? The tops are being cut and time saved this week? They shpuld go out for anodization next week? We are hoping to wrap this up as soon as possible, but doubt he can be made happy?

Complaint: ***
I am rejecting this response because: the business should have offered to pay for return shippingIf the desktop was properly inspected prior to shipment we wouldn't have this issue nowJ*** asked her boss if they can which was rejected (but sounded like has been a possibility before) and I was given their policiesHow can a policy be followed if they don't follow it themselves, i.e"refunds will be credited back to original payment method within 3-business days" in which wasn't the case for meI got it on day NextDesk, consumers shouldn't have to pay to return defective merchandise back! This is not a case of buyer's remorse, this is a case of defective merchandise sent to the consumer and the consumer having to pay for it back to be out $I would like my shipping refunded?
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I didn't "agree" to pay for shipping, there is no other choice or I had to be stuck with a defective purchase. The fact of the matter is you guys sent me a defective desk and I had to pay $232.80 in order to sent it back. No I did not want a replacement top that would do the same thing. The desk was warped from the minute it was setup. Second, I can pull your policy in which I have copies on that states refunds are expected 3-5 business days following receiving items back. Refund was given on 7th business day which was 3/29/17 and I have proof of that from financial institution. The fact is here: this business requires consumer to pay for return freight shipping costs on their expensive defective merchandise. This is my issue. I paid $232.80 for nothing but 5-6 hours of my time wasted.
Regards,
[redacted]

From: [redacted]] Sent: Tuesday, June 30, 2015 8:46 AM I wanted to respond to this complaint.  This customer has been taken care of.  It seems she went straight to the Revdex.com instead of just calling and letting us help fix the problem.  Her original...

order with us shipped on 06/02.   I will address her complaints by line item.  The first we heard of her complaints was on 06/09 when she responded to our email giving her tracking information.  She replied to our email saying she did not receive her casters and had an issue with the monitor arms.  We sent her tracking information that showed the casters as having been delivered.  Below is the email that my customer service manager TR sent:

Complaint: [redacted]
I am rejecting this response because: the business should have offered to pay for return shipping. If the desktop was properly inspected prior to shipment we wouldn't have this issue now. J[redacted] asked her boss if they can which was rejected (but sounded like has been a possibility before) and I was given their policies. How can a policy be followed if they don't follow it themselves, i.e. "refunds will be credited back to original payment method within 3-5 business days" in which wasn't the case for me. I got it on day 7. NextDesk, consumers shouldn't have to pay to return defective merchandise back! This is not a case of buyer's remorse, this is a case of defective merchandise sent to the consumer and the consumer having to pay for it back to be out $230. I would like my shipping refunded.  
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. [redacted] at NextDesk agreed to refund the amount for the missing piece as well as a partial reimbursement for duties paid upon original receipt of the desk. I received a check yesterday and assuming it cashes without issue this will finalize the complaint
Regards,
[redacted]