North River Outfitter Online

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 process. NRO Client Services

[redacted], we are sorry to read that you had a trying time contacting someone with our customer service department.  Please know that we have forwarded your request to the new manager of North River Outfitter (whom took over last month) and is being address as quickly as possible.  We ask for...

time to review and resolve your request.  Please know your matter will be addressed as quickly as possible.  Please feel free to email the [redacted] with any questions, this email is now monitored by new personnel and notes/requests are added to the order profile/request. NRO Client Services

The customer has been refunded as requested.

[redacted], thank you for bringing this to our attention.  Upon further review your name, number and message was not passed along as requested and will be further addressed within the company.  We alongside [redacted] have searched further and have only located one email; would you please...

provide us with your email address again so we can cross reference our records and also the email that you were sending to?  We would like to note that we received your voicemail's left yesterday, September 5th, 2017, and have record of their nature and the profanity that was used.  We understand it is frustrating, but ask for patience as we sort out the dilemma and resolve the matter as quickly as possible. 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]. Please add your rejection comments below. 
I have attached images of the 2 emails that were sent to [redacted] ([redacted]@northriveroutfitter.com), as well as one sent to [email protected]. I have also attached an image of the message sent through your website on August 17th. In regards to my voicemails yesterday, unfortunately, I felt the need to resort to using profanities because all of my other cordial messages went ignored, beginning on July 14th when I reached out to [redacted] about the status of my order. You will see that she mentioned that she would be in touch with me regarding updates about my order, which is why I reached out to her directly first. When I spoke with someone over chat, they told me you were waiting on my order to reach a main store, which was 1 month ago. I am happy to be patient (as I have been for the last 3 months), but when numerous attempts to speak to someone about my order go ignored, I don't feel that it's fair of you to request patience on my end. Also, it's not professional to have your store employees giving out phone numbers for the Online Department that are not in service, as well as listing that number online. Unfortunately, I am not satisfied with your response as of yet.
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 [redacted], not [redacted] as it had originally been shipped.  The tracking number is below.   [redacted]

Customer has been emailed from our Online store and the order has been cancelled and customer will receive a full refund.  Item sold out quickly.

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]

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 false 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 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]

Please contact 1-([redacted] to speak with someone regarding your order.  Being that this is not an appropriate platform to request information to further review your request, or can perform any actions we will need to speak with you.  We hope to discuss your concerns and to resolve the matter.

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]

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 and a refund of $138.00 will be issued to the payment method that was used.
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].  
It has been over 10 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 10 months to make this product. It 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]

[redacted], please contact ###-###-#### to speak with someone regarding your order and the process of a refund inquiry.  If you are prompted to leave a voicemail, please do so.  Please also know that NRO is under new management and their platform for customer service and financing are being improved upon for these types of matters.  Though, being that this is not an appropriate platform to request information to further review your request, or can perform any actions we will need to speak with you.  We hope to discuss your concerns and to resolve the matter. -NRO Client Services

]
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], we apologize for the delay in response regarding your order and the miscommunication.  We are going to set a reminder to your account so that we are able to provide you with updates every few days- either positive or not. 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]\
I would have liked to receive the item at the discount I ordered it at. No one could tell me when I would receive it though. The only way I was able to get in contact with anyone was through posting a comment on the company's [redacted] account (which is very active). Still disappointed I didn't receive the item I paid for at the discount I was rightfully owed. I think they should compensate somehow. 
Regards,
[redacted]

We sincerely apologize for the delay!  According to our tracking the sunglasses were delivered on 9.4.  We are terribly sorry it took so long to get the glasses to the customer - there were inventory issues, however we were finally able to ship them out.  We thank you for your...

patience, and in case you would ever like to shop with us again we have applied a $25.00 store credit to your account.  Thank you!

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].  
There was no response from the business. 
Regards,
[redacted]