Nextwarehouse Inc

The item was in long back order with no solid ETACustomer has decided to cancel order in FebCustomer called back in April to try to keep the order but the price has went up at that timeWe do not rec'd any special discount from our vendor with military or even educational organization or
government unless it's large qty that we can try to work with mfg and distribution centerIn fact, this item is back in stock and have even lower price then he originally placed back in DecCustomer is welcome to place the order again. Thank you for the understanding for the situation

Nextwarehouse is trying to charge a 15% restock fee on a return for an unopened item. Their return page clearly states the maximum fee for an unopened item is 10%. This is after the item was originally lost in transit, and nextwarehouse was completely unhelpful in finding the item. Nextwarehouse actively engages in false advertising.

They also only have one person who ever answers the phone for customer service. They advertise their business hours as 6am-5pm PST, but they turn phone customer service off before 3PM PST, making it impossible for anyone to contact them unless they wake up very early in the day or take time out of their work day to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not receive notice of the price error, I did not receive notice that because of the error, my paid in full and completed order would be canceledI received an email from *** the following day, more than hours after my purchase was completed, stating that I received a refundI then contacted the company through their online contact form asking why I received a refund and why my order was canceledI expressed in my email to them that I wanted the headset I purchased and did not want to cancel my orderA few hours later, I received a phone call saying they got my email and told me that they canceled my order and refunded my money because they had the item listed "with the wrong price." The man then told me that they were going to call me that eveningThat is more than hours after I purchased the headset and paid in fullThis is not a quick response to my purchase and it is by no way a fast notification to them canceling my purchase without my knowledgeI still never received a notice, email, or otherwise telling my my order would be canceledIt is advertising and a breech of contract
Regards,
*** ***

If the shipment has been damaged upon arrival, the customer was supposed to refuse it or had [redacted] driver to note on the shipment. [redacted] has no problem to return the damaged package back without any charge. But, if customer received it and claimed it was damaged after driver has left, the customer...

needed to report to [redacted] so [redacted] would start the inspection and retuned the package back to us without charging the fee. Please report to [redacted] and have them send back to us so we can refund to your credit card.Thank you very much!

Please reference to our Terms and Conditions:Mispriced Product and Incorrect Information
With respect to all products sold at NextWarehouse.com, we always try to
maintain the accuracy of price and information on all of our available
products. However, in the event that there is an...

error
that results in a mispriced product and/or incorrect information,
NextWarehouse.com reserves the right to disclaim responsibility due to
these errors.

As such, NextWarehouse.com shall have the right to refuse and cancel orders
with incorrect prices and/or information. NextWarehouse.com will immediately
notify customers of this matter if an order is placed with incorrect
prices. NextWarehouse.com will notify the customer of any cancellation of
orders, and if any payment was rendered, it will be returned in the same
appropriate manner that the payment was made.
 Sorry for the inconvenience.

Customer's complain --This item does not meet my expectations. It
will not load half the time, or it says unsupported format. The speed is
not fast enough and its just very low quality.Customer has chosen the item online by herself. We have shipped the correct item she ordered. It's her personal...

preference that she is not satisfied with this product which is not covered to the company warranty.Customer has requested to return the item after the 30 days of invoice date. At this point, we have tried to serve the customer the best as we could. An RMA # has been sent to the customer. Once the item has been rec'd and in good condition, we will issue refund less the restocking fee.Thank you very much for your understanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I did sign for the package when delivered because the box did not show signs of damage outside of normal markings. Inside the box, the product was destroyed. It is the responsibility of the shipper to initiate a damage claim. When I called Next Warehouse for them to initiate the damage claim, they said that since I signed for the package I was fully responsible for the damage to the inside contents. This is outrageous, especially since the outside of the package did not have damage to warrant a full on-delivery inspection on the internal contents. I will only accept a full refund including shipping as resolution.]
Regards,
[redacted]

The customer service staff was just trying to verify the orders and screen the possibility of internet fraud in order to protect both the cardholder and us. Sorry for the misunderstanding. Your paypal account has been refunded for full amount of the 3 orders.  Again, sorry for the inconvenience...

and misunderstanding.

Review: I made three separate purchases on the same day. I was then contacted by a CSR informing of vague "billing issues" and asked for a call back. I tried calling and went to voicemail. I then responded via email asking for details about the billing issues. I was told that they wanted to make sure I placed three separate orders, which I confirmed. I then received an email asking for a separate credit card and photo copies of my ID. This is a clear violation of my privacy and an attempt at phishing! Within 48 hours, two of my orders were cancelled.

It became clear that the person contacting me had no authority to address my orders and when I asked for contact info of someone in charge of the correct account, I was refused. Obviously, they would keep stringing me along until I just got fed up and never ship my orders.Desired Settlement: Since I am now fed up, I don't want the products that never shipped. I want an instant and immediate refund.

Business

Response:

The customer service staff was just trying to verify the orders and screen the possibility of internet fraud in order to protect both the cardholder and us. Sorry for the misunderstanding. Your paypal account has been refunded for full amount of the 3 orders. Again, sorry for the inconvenience and misunderstanding.

Review: I purchased a server enclosure from NextWarehouse.com and once it was received, the server was severely damaged. The oversized package had less than 1" of foam packaging and only on the corners. I called to do an exchange and the representative agreed to the exchange but expected us to pay all return shipping charges. I asked for the manager who also said on damage claims they require the end customer to pay all return shipping cost. The manager then informed me that it was my obligation (The end customer) to contact [redacted]. I have never encountered a company who's stated policy by management is the receipt of damaged product is the fault of the end customer and extend financial penalty.Desired Settlement: Excepted resolution would be a refund to the credit card on file a total of $72.90 which is the published return shipping rate from [redacted].

Business

Response:

If the shipment has been damaged upon arrival, the customer was supposed to refuse it or had [redacted] driver to note on the shipment. [redacted] has no problem to return the damaged package back without any charge. But, if customer received it and claimed it was damaged after driver has left, the customer needed to report to [redacted] so [redacted] would start the inspection and retuned the package back to us without charging the fee. Please report to [redacted] and have them send back to us so we can refund to your credit card.Thank you very much!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I did sign for the package when delivered because the box did not show signs of damage outside of normal markings. Inside the box, the product was destroyed. It is the responsibility of the shipper to initiate a damage claim. When I called Next Warehouse for them to initiate the damage claim, they said that since I signed for the package I was fully responsible for the damage to the inside contents. This is outrageous, especially since the outside of the package did not have damage to warrant a full on-delivery inspection on the internal contents. I will only accept a full refund including shipping as resolution.]

Regards,

Review: I purchased a Kingston HyperX Cloud II Headset from NextWarehouse.com on Feb. 17, 2016 3:20pm for the amount listed of $69.94. I completed my transaction and received a confirmation invoice from the company. At 3:53pm on Feb. 18, 2016, I received an email from [redacted] (how I paid for the item) stating that NextWarehouse refunded my money in the amount of $69.94. I Immediately submitted a contact request from NextWarehouse's website asking why my order was canceled and refunded. I advised that I had not received any notice that there was a problem with my order. At 5:58p on Feb. 18, 2016, A man who called himself "[redacted]" called me stating that I "was going to get a phone call later today" about my order, and that the reason why my order was canceled was because it was listed on the website for the wrong price, so they issued a full refund. I did not want my order canceled. I want them to honor the transaction. They had the headset listed at a certain price, I paid in full for the item, and over 24 hours later, they canceled my order so they could raise the price.Desired Settlement: I would like the item I purchased delivered in the amount of time I selected when I placed my order, and I would like my item for the price I paid, which is the price indicated on my invoice.

Business

Response:

Please reference to our Terms and Conditions:Mispriced Product and Incorrect Information

With respect to all products sold at NextWarehouse.com, we always try to

maintain the accuracy of price and information on all of our available

products. However, in the event that there is an error

that results in a mispriced product and/or incorrect information,

NextWarehouse.com reserves the right to disclaim responsibility due to

these errors.



As such, NextWarehouse.com shall have the right to refuse and cancel orders

with incorrect prices and/or information. NextWarehouse.com will immediately

notify customers of this matter if an order is placed with incorrect

prices. NextWarehouse.com will notify the customer of any cancellation of

orders, and if any payment was rendered, it will be returned in the same

appropriate manner that the payment was made.

Sorry for the inconvenience.

Ridiculous customer service. I placed an order of an item, three days later received notice it was backordered, six days later received notice it was available and if I hadn't cancelled it , it would be sent to me. Never received it and when I followed up was told the order was cancelled. I could re-order but they wouldn't honor the lower original price. And they were completely unwilling to work with me and were rude. Argh.

Review: I was searching on line for 8 gig class 4 SD cards and I found online that nextwarehouse.com was selling them for $3.33 each so I decided to place an order for 100. I did not agree with the shipping price of $255. so I called customer service. The person saw the price of $3.33 and said that the shipping was correct and placed me on hold and then came back on the phone and said the new price was $4.94 for each item. That there normal price is over $10. each and they could not afford to take such a loss on a large order and had to change the price. I told them that this was not right. How could they in the middle of my order change my price and this was not good business practices and that I would report a complaint.I did find another Company which sold the same items for $4.70 and the shipping was only $20.Desired Settlement: I would like the Manager of this company to provide better business practices for all of its customers.

Review: I placed an order online for a projector screen [redacted] on 6/5/2014 with free shipping. I received an order notification ([redacted]), followed by a shipping notification, but the item never arrived. I was contacted by email by Nextwarehouse on 6/17 that the shipper could not contact me (although I had given my phone number during the ordering process - I never received a voicemail). This email was directed to my Spam folder so I only noticed it 2 days later, 6/19, and I promptly responded, giving again my home phone and alternative numbers. I also called NextWarehouse about it and left a message.

I got a call from them the week after, saying the shipper had already sent the item back, then another employee checked and thought it was still on site, they refused to get in touch with the shipping company to sort it out and had me, the customer, do this. I spent about an hour on the phone to find out that the item had indeed been sent back and was already in NextWarehouse's possession. They agreed to ship it out again the next day. No such thing happened - I did receive a shipping email on 6/23 that turned out to be fake and a call on 6/26 saying that I would have to pay 100$ in order to get the item re-delivered. This was supposed to be an "unloading fee". However, I had bought an item with free shipping - to that argument NextWareHouse's employee [redacted] said " Yes, it's free shipping, but not free delivery!". After several phone calls over several days, they did not come up with any alternatives to honor their initial offer and I had to cancel the order, having wasted a month and several hours on this. They claimed it already had shipped to me before (although I was never contacted by the shipper and it was just sent back to the sender) and that's why my free shipping is basically used up.

I also contacted the shipper, WRDS [redacted] Service Center, and they told me the phone number NextWarehouse has given them, and it was not my number. So the mistake was really NextWareHouse's, having given a wrong number to the shipper, they did not reach me. NextWarehouse had the correct number (they called me about the color of my screen just after having placed it), but did not pass it on correctly. They refused to be accountable for that mistake, refused to sort things out with the shipper (just gave me a phone number to call), and refused to honor their offer of free shipping, lied to me about the timeliness of the re-shipping (which they said was going to happen the same day 6/23 and also sent me a shipment notification, but it hasn't shipped until today 6/27). They tried to get me to pay 100$ extra for this order using a variety of different justifications that changed every time I talked to customer support. They never apologized for this issue and tried to make it my problem, although I as a customer placed the order, paid, never got contacted and still don't have my item, and now would need to pay 100$ extra to get it. Apparently, NextWarehouse's president has been contacted and is on board with this practice.

I have all the documentation for this and am happy to provide it upon request.Desired Settlement: I would like for NextWareHouse to acknowledge that it is their responsibility as a retailer to arrange for shipping and that this duty cannot be offloaded to the customer. This includes dealing with problems that may arise. Free shipping should be just that, free shipping. I would like to receive an apology for the time and effort I've wasted in trying to order from them and also see a change in their store policy so that the next customer with this problem has a better experience.

Business

Response:

The delivery trucking company had called the phone number customer provided (Phone:[redacted]) to discuss the delivery. They never rec'd the response back from the customer. Due to the size of the item, our distributor has recalled the package back since they were charged the daily storage fee. Later on customer requested to ship again but we couldn't be able to get her the free shipping for the reshipping. Therefore she cancelled the order and we have refunded her the payment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The shipping company has never contacted me. There is no evidence that they ever called the correct number. In my own investigation (that Nextwarehouse refused to do, I as the customer had to call around to see what happened to my order) it was revealed that the shipping company had received a wrong number from a Nextwarehouse staff member. The first thing I heard from Nextwarehouse was that the shipping company couldn' t contact me and that the shipment was going to be returned. I contacted Nextwarehouse but it had already been shipped back. They refused to ship out again for free as agreed upon in the buying contract and wanted me to pay 100$ for shipping.

I ordered the item, paid in full, was never contacted and then was supposed to pay 100$ extra in order to get my item delivered. I call this fraud.

Regards,

Review: I am writing to file a complaint about my recent RMA experience with NextWarehouse.First, one of the items (item#1216005, price $88.18) for my order #[redacted] arrived DOA. As a result, I filed a RMA and placed another order (#[redacted]) for the same item.Second, NextWarehouse took the longest time (more than 10 business days) to process my RMA. USPS tracking# [redacted] shows the RMA/defective item was received by NextWarehouse at 10am on 1/2, but I did not receive any refund until 1/16 night. If 1/2 is the first business day, then 10/16 is the eleventh business day.Third, the refund was processed incorrectly because the amount issued, $83.21, is less than the item price. It seems NextWarehouse took the liberty to deduct the credit used in my order from the item price.That is outrageous, because the item only represents a tiny portion of the total ($574.01) of the whole order. If they want to consider the credit, it should be prorated (4.97 x 88.18 / 574.01).Nonetheless, I don't agree that the refund of a DOA item should be reduced at all, because this is not an error on my part, and I already bear the cost for return shipping of a DOA item, and the amount of credit that they reduced from my refund is not added back to my account (even if they do, this store credit has no cash value to me, and as a result, this DOA issue is unfair to me if the item price is not completely refunded).Desired Settlement: I would like to request a complete refund of the item price - i.e. an additional $4.97 of refund.

Consumer

Response:

From: F[redacted] <[redacted]>

Date: Fri, Jan 31, 2014 at 10:21 AM

Subject: complaint #[redacted]

To: [email protected]

Thank you for your help, the business has resolved the matter with me. (Not sure why they didn’t respond to you) Therefore, you may close complaint #[redacted].

Regards,

Review: Total bait-and-switch. Ordered a Dell printer at advertised price through their site and then get a call that they can't honor it and if I want the printer it will be $80 more. Seller like this should honor their prices advertised on their site. Reputable sellers honor their prices. Apparently NextWarehouse in not reputable.

I have the order that was emailed to me. After that they left me a voicemail saying if I wanted the printe it would be @ $80 more.Desired Settlement: IF it was a pricing mistake(as they claim), they should honor the price I was given at checkout.

Review: An order was placed with this company. They failed to produce a tracking number or an estimation of delivery as they had promised. After multiple conversations with their sales representative and a cancellation of the order, for which they promised a refund, they have failed to refund my money.

I have filed a complaint with my credit card company for it's my only hope to get my money back.Desired Settlement: Refund and an exposure of these people's shady business practices.

Review: I asking for an RMA and they told me to contact the manufacturer. The product does not meet my expectations. Then after I told them I bought it from them and I want to return it back to them, they told me I would have to pay for shipping and that I would be charged a 30% restocking fee. That is higher than anything they advertise on their site. I have never heard of anything like this. So basically by the time I return the item would only get about 50% of what I paid for the item. I have had this item for 19 days. How exactly do they think this is ethical business practice. I clearly should have come to Revdex.com prior to ordering anything from thewir site, because I would have never wasted my time, and gone somewhere else.Desired Settlement: a shipping label to return the item and a full refund for selling less than appealing and functional products.

Business

Response:

Customer's complain --This item does not meet my expectations. It

will not load half the time, or it says unsupported format. The speed is

not fast enough and its just very low quality.Customer has chosen the item online by herself. We have shipped the correct item she ordered. It's her personal preference that she is not satisfied with this product which is not covered to the company warranty.Customer has requested to return the item after the 30 days of invoice date. At this point, we have tried to serve the customer the best as we could. An RMA # has been sent to the customer. Once the item has been rec'd and in good condition, we will issue refund less the restocking fee.Thank you very much for your understanding.