North River Outfitter Online

We are so sorry to hear about your online experience, we are striving for a higher quality of online service Please know that the matter has been evaluated by our companyAs for refunds, our records indicate that the payment has been refunded via credit card and/or check from our company If this information is not correct, please contact us at 1-###-###-#### and we will further discuss your concerns -NRO Client Services

Again, we only suggested your filing a dispute- it is your choice to file or not We made that suggestion if you were not able to wait our processing time Again, we are reviewing your request as quickly as possible and patience is needed as we processNRO Client Services

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The problem is that, based on my internet research, North River Outfitters has a track record spanning a period of years in which it sells merchandise online, bills the customers' credit cards immediately, and never ships the merchandise Over the course of its existence, North River Outfitters blames this inexcusable misconduct on "prior management," and claims that it has changed its ways and is now going to fly straight That might be a believable explanation the first time it was uttered, but after repeating this excuse over a period of years, it is no longer credible It is like an illegal massage parlor that the police keep shutting down, and which keeps reopening at the same location under a new name with "new" management but the same unlawful practices It is remarkable to me that the Massachusetts consumer protection agency does not shut this down Regards, [redacted]

[redacted] , we apologize about your trying time with trying to contact someone about your order This will be sent over to the office right away and your matter addressed by the end of the week We are a little behind with communication for the past few weeks, being that the majority of our staff has requested time off for college graduations, vacations and other needs We kindly thank you for your patience and please ask for a little more as we contact you shortly-North River Outfitter Online

Ms***, we have forwarded your request to the appropriate department We do have record of your Online Chat on 3/17/2017, as well as record of a follemail on 3/17/stating that your request will be processed a week from the chat date- which would be 3/24/ Please allow time for the request to be processed, also as stated in the chat, NRO is under new management and is having to double check records with previous requests and accounts which explains the week for processing We do understand that it is frustrating, but we must follow the new protocol If you should have any questions, please call the Online Service Department number [redacted] and leave a message if led to do so-NRO Client Services

***,Your request has been sent and will require additional view due to the lag in time Revdex.com is not the appropriate platform in which to request a refund, nor can they review the issue, so it now is in the hands of the Accounting Department at North River Outfitter Online Patience is required from both parties and the matter will be resolved as quickly as possible Thank you for your continued patience,NRO Online

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] When ordering my son's item your website GURANTEED Christmas delivery I had to make MULTIPLE phone calls to voicemail, never did I speaks to a live person I sent Several emails and only received a response AFTER Christmas Yes I received my item but it was AFTER Christmas which is the point of this complaint Your company advertised your Christmas delivery terms You have the worst customer service I have ever experienced You have done nothing to compensate for my child's disappointing Christmas So to apologize because a formal complaint has been filed is unacceptable Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] the response is basically what the website says...I have been waiting for over a month already Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Thank you for your response Please note your agreement to ship the product to my Canada address due to the delay I will await a response from your shipping department Regards, [redacted]

We understand the customers frustration, and the item has left our facility The roof rack was marked down to more than half off because it was a floor model and we no longer had the box, and finding a custom alternate packaging method was significantly more difficult than we anticipated Once the item was packaged our carrier refused to take the item because it was too large, and we had to find an alternate method to ship the item Since we offer free shipping (a significant cost for an item this size) we struggled to locate a carrier that would take it, especially one that worked with the bottomed out price Our office was under the impression that the item had been successfully shipped (it was seen leaving the warehouse) but we later learned it had been returned Today we can confirm with an activated tracking number, that is has left our facility via ***, not [redacted] as it had originally been shipped The tracking number is below [redacted]

***, please send an email to [redacted] to begin an email thread requesting a refund Revdex.com is not an appropriate platform in which to request a refund, nor is it one to be able to issue Best,NRO Online

[redacted] ,Thank you for bringing this to our attention We are looking into your order this week We deeply apologize for the delay in response and delivery of your product We do in fact still do business with [redacted] , so you were gravely misinformed Please be on the lookout for an email from our Customer Service Department to resolve your matter-North River Outfitter Online

We completely understand not wanting to file a dispute with their credit card company It was simply a suggestion if the customer was not able to wait for the refund process to be done NRO was taken over by new management and are having to go over previous refund requests before they are able to issue We appreciate the patience and ask for time while we process the request We are working on it as fast as possible and acknowledge the matter presented NRO Client Services

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I am rejecting NRO’s response because as of today (6/19), I still have not received a refund from the company (days post order cancellation confirmation email; ~weeks since placing initial 5/order and having my credit card charged immediately) Beyond receiving an email confirming my order was cancelled on 6/12, I have received zero communication or updates from NRO, despite sending the company several emails and messages via their “contact us” feature on their website (did not receive one response) NRO clearly acknowledged I am owed a refund in their previous communications via the Revdex.com system, so it’s hard for me to understand why I haven’t received it yet? Once I can confirm the funds have been refunded to my credit card, I will accept the complaint as resolved Regards, [redacted] ***

Revdex.com,As stated before, we are going to refund the money to the customer Also as stated, we do not have the item in-stock, nor will we- it is out of season and no longer made There is no physical way to deliver this item to the customer as stated before Revdex.com is not an appropriate platform in which to demand product A refund is all that we are able to do, we wish we could do more; but are not physically able to We are processing the refund as we type this message Being that NRO is now under new management, the refund process is taking longer than expected due to having to double check every order and request before it is issued Unfortunately, a refund is all that we are able to do, if the customer refuses to take the refund, they make say so, but will still receive a refund regardless We kindly ask for patience for processing-NRO Client Services

***, thank you for notifying us that the Accounting Department has not contacted you further We will address this matter today Please be on the lookout for a follow up email within the next dayThank you,NRO Online

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # I have made several attempts to contact the company and reject their claim that my issue is new to themI have called and left a message for the company today (3/30/17) as advisedI will only consider the issue resolved when I have received the product or been refunded the money Regards, [redacted]

***,Thank you for bringing this to our attention- sorry for the delay in response the email linked to this account was lost in transition of employees We are sending your request to the Accounting Department for review and response Please allow them to be in contact with you next week due to the holiday tomorrowBest,NRO Online

[redacted] , thank you for the attachments as it will make this process move at a much faster rate We will be working on your order resolution today and tomorrow with [redacted] , and will find where the issue began and resolve it as promptly as possible As for the number that a North River Outfitter (brick-and-mortar location) employee gave you, it should have been ###-###-#### which is also the only one listed on our site in numerous locations (the number you recently called in on) So, we are not sure where they received the initial number they gave you, maybe they read it off to you incorrectly during your first call- the number above is the only one that Online uses We do thank you for being as patient as you are, we do just request it for a little while longer We will have this resolved shortly.Thank you,NRO Online

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] It has been over months since ordering it, and we have not received it This is far longer than we were told If you will not issue a full refund, when, if ever, will the product be delivered? There is no way that it takes months to make this productIt is entirely unacceptable that you show no sign of delivering the product or offering a refund It is also entirely unacceptable that our attempts to reach customer service are consistently ignored - forcing us to go through the Revdex.com just to make contact Our questions: on what date did you place the order to Omersa? On what date did they promise it would be delivered to you? On what date did you make payment to Omersa? if this payment has not been made yet, there is no reason that you cannot cancel the order and issue the full refund Or on what date will you promise delivery?I also would appreciate knowing how to contact customer service at NRO directly by phone and or by mail, as emails are ignored by the company I'd greatly appreciate answers to these questions Regards, [redacted]