Nomad Goods, Inc.

Dear MrM***,
We fully refunded your purchase on June 19thI apologize for the shipping delayThank you for your patiencePlease let me know if you need anything elseSincerely,
***

Hi Revdex.com,
I have responded to MrE*** via email and sought to resolve this claim with himHe has already filed a chargeback with his credit card issuerMy response to MrE*** is pasted below in full (without referenced attachments)Sincerely,
N***
--
Hi ***,
I can assure you that we are giving our best effort to resolve all issues like thisAs I've mentioned in the Macrumors forum and via email, we did have an admittedly large [and frustrating] delay, which the team and I are all sorry aboutHowever, we did ship all unitsFor your unit, I think the best course of action is for Chloe to send you a pre-paid shipping label which you can then use to ship the unit back at your convenienceFor repaying you, we were unable to process your refund due to a time limit from your credit card that has elapsedWhat this means is that your credit card (and all credit cards generally, but with varying time limits I believe) has a window of time for which a purchase can be refundedOnce that time window has passed, we are unable to refundWe have tried several timesThis is out of our controlThis is why we generally opt for PayPal as a refund mechanism because it's the fastest way for us to refund youIn this case, you have already opened up a chargeback dispute, which means that we will be assessed a penalty fee and you will receive your full refund from the bank itselfOnce a chargeback is filed, we are further limited in resolving this by your institutionWe will not be fighting the chargeback of course as we want you to receive your refund in full (which is why we were opting to process it via PayPal as this, or a check or a wire transfer is the only way to refund you and we've found that PayPal works best)Please see attached screenshots which show an attempt I just made for a refund and also the refund attempts we made previouslySincerely,
N***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10662549, and find that this resolution is satisfactory to meNomad has fulfilled my order by sending me a replacement stand.
Regards,
W*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10677037, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear MrC***Nomad was delayed in shipping out pre-ordered StandsWe ran into a couple of unexpected production delaysSpecifically, our anodizing factory pulled out last minute leading to a completely unexpected ~week delay.Both of our company's founders immediately flew to China to work
directly with our factory to speed production along and to oversee the packaging, labelling and shipping of our backorder (I'm writing this message from China where I'm posted up nearby our factory partner that manufactures Stand).We chose to ship with PostNord as this system allowed us to ship directly out of Hong Kong, meaning that items would go directly from Hong Kong to their end destination, avoiding having us to first import them into the US and then distribute from there as we normally do when we are not delayedAs this was our first time using this service out of Hong Kong, we ran into a few jinks in the system which further slowed things down by a few daysThat said, we did ship out all orders of the back-order.We fully guarantee the delivery of all of our products, and offer a full refund to anyone who wants to cancel, whether before or after shipment has been receivedWe believe in our products and in our customers' satisfaction, and while sometimes we have had to deal with delays, we always work to correct any issue that comes up.I apologize for the delay and I'm grateful to you and all customers for their patience as we've worked to resolve this delay.You can reach me at [email protected] or you can reach our customer service team at [email protected],N*** ***CEO | Nomad

Dear MrC***,
I apologize for the extended delayI see that your order has now been deliveredLet me know if you have any other issuesYou can best reach me at n***@hellonomad.comThank you for your extended patience with us during our
delaySincerely,
N***
CEO | Nomad

Dear Revdex.com and MrA***,I have successfully refunded MrAnast in full via PayPalWe were unable to process a refund via his credit card because the allotted refund time period had lapsedTherefore we offered to and followed through on refunding via PayPalI'm sorry for the inconvenience that our
delay has caused and I apologize for the extended delay in shipment.Sincerely,N***

Hi Revdex.com,I have responded to Mr. E[redacted] via email and sought to resolve this claim with him. He has already filed a chargeback with his credit card issuer. My response to Mr. E[redacted] is pasted below in full (without referenced attachments).Sincerely,N[redacted]--Hi [redacted],I can assure you that we are giving our best effort to resolve all issues like this. As I've mentioned in the Macrumors forum and via email, we did have an admittedly large [and frustrating] delay, which the team and I are all sorry about. However, we did ship all units. For your unit, I think the best course of action is for Chloe to send you a pre-paid shipping label which you can then use to ship the unit back at your convenience.For repaying you, we were unable to process your refund due to a time limit from your credit card that has elapsed. What this means is that your credit card (and all credit cards generally, but with varying time limits I believe) has a window of time for which a purchase can be refunded. Once that time window has passed, we are unable to refund. We have tried several times. This is out of our control. This is why we generally opt for PayPal as a refund mechanism because it's the fastest way for us to refund you. In this case, you have already opened up a chargeback dispute, which means that we will be assessed a penalty fee and you will receive your full refund from the bank itself. Once a chargeback is filed, we are further limited in resolving this by your institution. We will not be fighting the chargeback of course as we want you to receive your refund in full (which is why we were opting to process it via PayPal as this, or a check or a wire transfer is the only way to refund you and we've found that PayPal works best).Please see attached screenshots which show an attempt I just made for a refund and also the refund attempts we made previously.Sincerely,N[redacted]

Dear Mr. C[redacted],I apologize for the extended delay. I see that your order has now been delivered. Let me know if you have any other issues. You can best reach me at n[redacted]@hellonomad.com.Thank you for your extended patience with us during our delay.Sincerely,N[redacted]CEO | Nomad

Complaint: 10678431
I am rejecting this response because:
Regards,
[redacted]...

I have been emailing this company for days now.  At his own offer on the Internet message boards, I emailed N[redacted] for assistance.
I never received a personal reply from the company President until this complaint was filed.
I have now sent N[redacted] a personal email.  Let's see if it is responded to.

Hi Mr. E[redacted],Could you please let me know if this issue has been resolved?Sincerely,N[redacted]###-###-####

Hi Mr. E[redacted],
Could you please let me know if this issue has been resolved?
Sincerely,
N[redacted]
###-###-####

Complaint: 10678431
I am rejecting this response because:
Regards,
[redacted] E[redacted]
I have been emailing this company for days now.  At his own offer on the Internet message boards,...

I emailed N[redacted] for assistance.I never received a personal reply from the company President until this complaint was filed.I have now sent N[redacted] a personal email.  Let's see if it is responded to.

Dear Mr. M[redacted],We fully refunded your purchase on June 19th. I apologize for the shipping delay.Thank you for your patience. Please let me know if you need anything else.Sincerely,[redacted]

Dear Revdex.com and Mr. A[redacted],
I have successfully refunded Mr. Anast in full via PayPal. We were unable to process a refund via his credit card because the allotted refund time period had lapsed. Therefore we offered to and followed through on refunding via PayPal. I'm sorry for the...

inconvenience that our delay has caused and I apologize for the extended delay in shipment.
Sincerely,
N[redacted]

Dear Mr. C[redacted]
Nomad was delayed in shipping out pre-ordered Stands. We ran into a couple of unexpected production delays. Specifically, our anodizing factory pulled out last minute leading to a completely unexpected ~1 week delay.
Both of our company's...

founders immediately flew to China to work directly with our factory to speed production along and to oversee the packaging, labelling and shipping of our backorder (I'm writing this message from China where I'm posted up nearby our factory partner that manufactures Stand).
We chose to ship with PostNord as this system allowed us to ship directly out of Hong Kong, meaning that items would go directly from Hong Kong to their end destination, avoiding having us to first import them into the US and then distribute from there as we normally do when we are not delayed. As this was our first time using this service out of Hong Kong, we ran into a few jinks in the system which further slowed things down by a few days. That said, we did ship out all orders of the back-order.
We fully guarantee the delivery of all of our products, and offer a full refund to anyone who wants to cancel, whether before or after shipment has been received. We believe in our products and in our customers' satisfaction, and while sometimes we have had to deal with delays, we always work to correct any issue that comes up.
I apologize for the delay and I'm grateful to you and all customers for their patience as we've worked to resolve this delay.
You can reach me at [email protected] or you can reach our customer service team at [email protected].
Sincerely,
N[redacted]CEO | Nomad

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID 10677037, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: Placed an order with company. They did not advertise as "pre-order" - sent close to a dozen emails to support to check when I would get product. Finally they sent me a fake tracking number that never delivered. Again, another many emails to support went unanswered. Made many requests for a refund after all this, and they ignored my request and refused to refund. This is by far the worst online order experience I have ever had.Desired Settlement: Deliver or refund, but stop ripping off customers and ignoring support requests.

Business

Response:

Dear Mr. C[redacted],

Review: Ordered an Apple Watch stand from this company over the Internet on 4/13/15. Paid money up front for the product that had a promised delivery by the end of April. Company went into manufacturing problems that delayed product shipments by another 4 weeks. Company claimed that stands were shipped to customers at the very end of May 2015.The company used a no-name delivery service to save costs. This resulted in shipments being delayed for several weeks. I have had my shipment "allegedly" sitting in Texas for the past two weeks with no movement. The Internet message boards are filled with similar complaints about orders not being received and the company not communicating with them when asking for refunds or specific status updates on their orderDesired Settlement: On 6-17-15 I sent a letter to the company asking for a refund.Up until this request, the company was doing its best to communicate with me via almost immediate email replies. I think most of the responses they sent were stalling tactics.Once I asked for a refund. They ceased communicating.Sent another letter threatening to contact my credit card company and the Revdex.com.They are no longer responding to my emails.

Business

Response:

Hi Mr. E[redacted],

Review: I placed an order with this company on May 4, 2015. The order number was USA14429, and that was for a space gray stand for Apple watch at a price of $59.95 plus $5.00 shipping for a total of $64.95. The company only listed a Santa Barbara address on their website, and so it was assumed this would be coming from within the U.S. Also it was stated the stands would ship beginning May 20, 2015. As of today, 06/18/2015, and still have received no product. I have emailed them twice, once on the morning of 06/15/2015, and once more this morning on 06/18/2015, and neither email as been responded to. I was told my stand shipped 06/01/2015 from Hong Kong, but there has been no movement for 2 weeks, and they have stated the shipments were held up in Sweden customs because they messed up the tracking ids and assigned one id to numerous products, therefore causing Sweden Customs to believe they were being defrauded fees. There is no clear cut date when they will be released, and so no idea when I would receive my stand. They are being shipped to their Chicago, IL warehouse before being handed off to USPS for final delivery, so this is not being directly shipped to myself as well, again adding another choke point.Desired Settlement: I would like a refund for my entire purchase price. I do not want the stand anymore, and do not even believe I will receive it anyway. They can keep the stand if it finally arrives in their Chicago warehouse. I have waited long enough already.

Business

Response:

Dear Mr. M[redacted],