North River Outfitter Online

[redacted], thank you for bringing this to our attention.  We apologize for letting this pass along for so long, please allow us till the middle of next week to make sure we have everything in order to fulfill your refund request.  We will send you an email shortly to being a new...

email thread; if you do not receive one from us within the next hour, please send us an email to begin the thread. 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].
Until I have received a refund this issue is not resolved.
Regards,
[redacted]

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 understand, and I am willing to allow you the additional time to process the refund.  However, I hope you will understand that I am not willing to close this complaint until the refund is finally received.  I would appreciate an estimated time that I can expect to receive the refund.
Regards,
[redacted]

We are sorry to read about your experience with NRO's customer service and lack of communication.  Please know that your information has been forwarded to the Fiance and Shipping Department to further assist you in this matter.  Please allow a week from today, 3/20/2017 for your request to...

be processed.  As well, we would like you to know that NRO is under new management and this is one of the major stones in their new foundation- customer service.  Thank you for bringing this matter to our attention and please allow it the time needed to process.  Someone will be in touch with you from the corresponding department to further assist you. -NRO Customer Service

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].  
We have spoken with the bank, and they cannot see anything on their end that indicates a refund has been granted. They noted that while a refund doesn't post to an account right away, they can at least see the activity that is occurring. They said no refund has been issued.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I...

understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[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 tomorrow. Best,NRO Online

[redacted],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

The phone number provided before is correct, 1 ([redacted].  It is difficult to respond to someone when they do not leave a message (there are no records of voicemail's left by Ms. *.)- we do not know which number she is calling from, therefore we are not able to check via Caller ID to respond accordingly.  Always leave a message when trying to resolve an issue so we may better assist.  Again, this is not an appropriate platform in which to obtain personal information or to preform any actions needed.  We are happy to assist in any way possible via phone number provided.  -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]. 
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]

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 (7 days post order cancellation confirmation email; ~7 weeks since placing initial 5/3 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]

We are in the process of canceling order and will refund money due customer.

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 would appreciate receiving updates as promised by the business, but this does not resolve the issue. They have made this same promise before but not carried through with action, which is why I had to file this complaint. 1 more week has passed and I have not received the belt. I also have not received any update since Monday, and the status available online is incorrect. I also don't understand how NRO is still selling this belt online with a promised 6 - 8 week delivery timeframe, but I have not received my order after almost 3 months. I want to keep this complaint open until it is actually resolved by the business delivering the ordered product.
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

[redacted], 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 day. 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]. . 
Thank you for your prompt response, NRO team. I am rejecting the response because this is the same answer provided when I reached out myself initially to [redacted], and after having waited almost 3 months I am not confident in the company's ability to fulfill my request. This complaint will remain open against NRO until I have seen the proper action taken. I understand that management changes affect organization operations, but a retail company that cannot fulfill their core business competencies (sale/return/refund) should not come at the expense of the consumers. 
Regards,
[redacted]

Dear Ms. [redacted] -  We do apologize for any inconvenience this may have caused.  Your money has been refunded.

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 the update.  Given that as of today (6/12) you cannot provide me with an expected ship date for the four items I ordered and paid for six weeks ago (5/3), please issue a full refund ($257.55) for the four items I still have not received (per your written offer to do so on 6/12).  Once I’m able to confirm the money has been refunded to my credit card, I will accept the response on the Revdex.com system (within the 10 day permitted response window) and consider the issue satisfactorily resolved.  Thank you.
Regards,
[redacted]

We are terribly sorry for the miscommunication.  The shoes had been ordered with [redacted] and are delayed - we just called them and they are finally in production and due for delivery in 10-12 weeks.  If the customer would like to wait we will overnight them upon delivery to our warehouse, or...

if he would like to cancel we will refund his card.