North River Outfitter Online

Mr. [redacted], we have received your requests (email and phone) and are working to resolve your delay in order fulfillment.  Please be patient with responses, NRO will send you updates as progression occurs.    We are taking care of your order as quickly as...

possible. -North River Outfitter 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 # 12067330.  
I have made several attempts to contact the company and reject their claim that my  issue is new to them. I have called and left a message for the company today (3/30/17) as advised. I will only consider the issue resolved when I have received the product or been refunded the money. 
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]. 
This was the update that I received today from North River Outfitters. It is saying that the order is further delayed and that they really have no idea if or when it will ever be delivered. They have promised in the past to keep me updated, and then not followed through. I only received an update this time because I filed this complaint. "We are checking in to give you an update on your order #[redacted]. Unfortunately, your belt along with other custom [redacted] belts were not included in our latest shipment. The shipment included no custom orders, which we had no expected. We apologize for the miscommunication regarding the arrival of your order. We have contacted the vendor and are working on an accurate ship date from them. Again, we apologize for the miscommunication and we will update you with information as we receive it."
Regards,
[redacted]

Dear Customer,We are truly sorry that you have been inconvenienced in any way by the delay in shipment.  We had an overwhelming demand this year for your particular item and did are best to accommodate all our customers.  We can truly see how upset by this you were.I see that we have since...

shipped your product and the items was delivered to the address you supplied.We want to thank you for shopping with us and truly appreciate your business.

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]. . 
First of all, I believe that the Revdex.com is the appropriate forum to register a complaint against a company that continually delays and ignores a legitimate request for a refund of a returned purchase.  In fact, it seems to be the only forum in which your company feels compelled to respond. This process has now dragged on for several months, we have been more than patient.  I will expect to receive the refund from your finance department in the next week.
[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 requesting you please reopen my case #[redacted] because I never received my merchandise or a refund from North River Outfitters. 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]. . 
]NRO is now telling me to email them directly. However, when I tried in the past to email them (multiple times) they ignored my emails. They also do not answer the phone. 
Regards,
[redacted]

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 company. As 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

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 have called the telephone number given in the previous email 3 times and left 2 messages. I have not received a call or email to complete the refund that has not occurred. 
Regards,
[redacted]

[redacted], we are working to fulfill your order now.  Unfortunately, we have experienced some delays with our orders and vendors, and are working to resolve them as quick as possible.  Please be patient as your order progresses.  If you would like to speak with someone, please...

call [redacted] and leave a message if prompted- someone will be in contact with you as soon as possible.   -North River Outfitter Online

Dear Ms.[redacted] ** - We apologize for the delay in the shipment of your order.  It appears that you have now received your item and hope you are satisfied with your purchase.  We want to thank you for shopping with us.

[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

Ms. [redacted], 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 follow-up email on 3/17/2017 stating that your request will be processed a week from the chat date- which would be 3/24/2017.  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

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 placed 2 orders with this business, one on 12/17/2016 & on 12/22/2016. After it had been a month and we hadn't heard anything about the orders being shipped, we advised them to cancel our order and refund our money. Well, they cancelled the order however we never received a refund. This is the second complaint I have filed with the Revdex.com. When I filed my first complaint the company responded and said they would refund our money.... we have not received a dime. I am filing a complaint again in hopes that this company will do the right thing and give us our money - we never received the product, we just want our money back. Each transaction was for $69.00, so we need a total refund of $138.00. How can this not be illegal? If I don't see results after this complaint I am taking legal action. If we pay for a service that we DID NOT receive, they are REQUIRED to refund our money. Full refund of $138.00. There were 2 purchases of $69.00 each on 12/17/16 & 12/22/16. This is the SECOND Revdex.com complaint I have made trying to get our money back. We DID NOT receive the product and simply want our money back.
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].  
I have attached the emails I sent to the business inquiring about status of my order. I can also provide documentation of telephone calls, as well as direct messages via [redacted], if necessary. I have, other than the ambiguous response to my complaint here, received no response from the business. The business has still taken my money and provided neither the product, nor any update on the order, which was submitted on MAY 12, 2017.  Regards,
[redacted]

This customer has been spoken with by the North River Outfitter Team, and has agreed to a FULL REFUND.  We have documentation of offering our deepest apologies, a full refund AND to still deliver the product once it was shipped to North River Outfitter- they declined the offer of the belt,...

but accepted the refund. Thank you, North River Outfitter Online 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].  
Once again, under these circumstances, I do not feel that it is appropriate or satisfactory for NRO to direct me to file a disputed charge claim with my credit card company, contending that it will be a faster and smoother process.  I have been dealing with this with NRO for several months already.  For NRO to suggest that I should spend additional time preparing the paperwork necessary for a credit card dispute is not acceptable.  NRO has acknowledged that a refund is owed, it should not be necessary for me to go through yet another dispute process to obtain that refund.  I have been more than patient throughout this process, but I do not accept this a fair resolution.
Regards,
[redacted]

[redacted], Thank you for the attachment as it will make it easier to track down the moment this became an issue and why correspondence left off.  Please be on the lookout for an email from our Shipping Department within the beginning of this week so that we may resolve this matter.  Thank you for your continued patience, just a little while longer is requested so that we quickly may come to a resolution. Best,NRO Online

[redacted], we thank you for your patience.  We are currently experiencing delays with our vendor, but are fully expecting a shipment- but we ourselves have not been provided with a shipment date, so it makes it very difficult to provide you with one as well.  We are doing everything we possibly can to provide you with your product and to provide updates.  It's difficult to assist when we aren't given anything to work with, we apologize for the frustration.  We are more than happy to refund you, if you're not able to wait for the vendor to ship out to us.  Just let us know what you would like to do, and we will assist as best as we possibly can or guide you through the next process. Thank you,North River Outfitter Online