Initial Business Response / [redacted] (1000, 8, 2016/02/29) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Please accept this letter as our formal response to your letter dated February 11, Ms [redacted] purchased a heater that we no longer offer for sale nor are able to supply a variety of replacement parts forOn February 22, 2016, our customer service department left a message with Ms [redacted] offering to pithe heater and issue a full refund of the product or a $refund and she may keep the unit as is since the flame does not impact the heating ability of the unitMs [redacted] chose to keep the unit as is and a $refund was issued
Initial Business Response / [redacted] (1000, 8, 2016/02/04) */ Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/09) */ Yes and they sent me a new pair of boots and they are doing same as the first boots Final Consumer Response / [redacted] (3000, 13, 2016/02/22) */ Yes and they sent me a new pair of boots and they are doing same as the first boots Final Business Response / [redacted] (4000, 15, 2016/03/02) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) In response to your February 9, letter, Mr [redacted] has been sent pre-paid return labels for the return of the second pair of boots to the vendorUpon receipt of the boots to the vendor, we will send out a replacement pair per his request in the above referenced letterPlease note that if Mr [redacted] is not satisfied with his third pair of boots, we will not be sending out another pair and a refund will be issued
Initial Business Response / [redacted] (1000, 7, 2015/08/21) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) We acknowledge your letter of August 7, concerning Mr [redacted] and his shoe purchaseHe was refunded the price of the shoes $(Mr [redacted] had a $off retail coupon he used for the purchase, which is not eligible for a cash refund)Mr [redacted] contacted our company the last week of June indicating the shoes were too large and wanted to return themSince this is a drop ship item from the vendor, we sent a return request to the vendorOn July 6th the customer was emailed return information including the return authorization form from the vendor and notified him he would be responsible for the return freight fee and the restock feeAfter several communications with Mr [redacted] asking for the UPS tracking number on his item the manufacturer received that information in August The return authorization form Mr [redacted] needed to fill out in order for the manufacturer to locate the return was not filled out or returned and added to the delay in processing the return and refundThe $shortage referenced in his complaint is the return shipping fee that we do not refund We apologize for the delay in refunding Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) ALL LIES BUT TIERD OF BS FROM NORTHERN TOOL THEY WERE THE ONES NOT WILLING TOO EXCHANGE FOR RIGHT SIZE TO BEGIN WITH I WON'T LOSE MONEY CAUSE THEY DON'T BUY FROM ME THEY WILL LOSE CAUSE I'LL NEVER BUY FROM THEM AGAIN AND WILL WARN ALL OTHERS OF POOR MANAGEMENT !!!!!!!
see attachedIn response to your April 4th letter, we contacted Mr [redacted] to address his concerns with his pressure washerAfter we verified the issue with the unit, we offered a full refund of the unit and set up the returnMr [redacted] indicated he would like to return the unit to the Fredricksburg retail store rather than repacking/shipping the unit back to our distribution centerWe are working with our retail store to accommodate Mr [redacted] 's requestWe apologize for the inconvenience and once the unit has been returned to our retail store, Mr [redacted] will receive a full refund for the product
Initial Business Response / [redacted] (1000, 9, 2015/10/16) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) We acknowledge receipt of your letter dated September 30, The air compressor at Ms [redacted] 's residence was picked up on October 8, by the freight carrier, YRCWe apologize for the inconvenience to Ms [redacted] and trust this resolves the matter Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did pick up the air compressor that they delivered in error finallyHowever they continue to claim in writing that it is a sprayerI did email them to let them know once more that it was an air compressor not sprayer that they did receive back
Initial Business Response / [redacted] (1000, 10, 2015/07/15) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) In response to your June 16"letter, Mr [redacted] has been refunded $for the trailer axle in addition to shipping charges he incurredThe advertisement on Amazon showed a 7,lbtrailer axle when in fact the item that was shipped was a 3,lbtrailer axleThis appears to have been a matching error to a product on AmazonTo have the match error corrected is a long and complicated process with AmazonTo resolve the issue in a timely manner we closed the listing and the item will not repost We apologize for the product match error and please feel free to contact me if you have additional concerns
see attachedPlease accept this letter as our formal response to your letter dated April 4, Mr [redacted] ordered a timber jack on March 24th with an estimated home delivery date of March 30thThe order was entered into our system and an e-mail was sent to the customer indicating the order had shippedAs a result of an internal error, the order was not scanned and was still at our warehouseWe contacted Mr [redacted] and he was issued a full refund on March 30thWe apologize for the inconvenience
Initial Business Response / [redacted] (1000, 7, 2015/08/21) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Thank you for your letter of August 7, Mr [redacted] contacted our company on August 5th inquiring about our price matching policy with AmazonHe was incorrectly advised we do not match listings on AmazonOur company does honor lowest price guarantees from Amazon upon meeting certain qualifications which, in this case, the customer did meetMr [redacted] paid $for the item and the Amazon price was $and was refunded the difference We apologize for the miscommunication and please feel free to contact me if you have additional concerns
Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ Thank you for your May 7, letterWe have contacted Mr [redacted] and he has been refunded for all his unused Hotline membershipsOur Hotline membership program renews annuallyWe send out annual renewal notices with instructions on how to cancel the membership if the customer does not want to renew their membershipIf the customer does not cancel their membership per the instructions, they will be charged for another year Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you to Northern ToolThey refunded the money and I am grateful Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/06/05) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Please note Mr [redacted] 's claim was approved on May 22, (authorization number [redacted] )He may take this number along with the damaged item to a local store for the replacement of his itemThe extended warranty company, AMT set up the claim on May 11, and was approved after their call center manager reviewed the claimThe Revdex.com letter was received by our company on May 26, after the claim had already been approved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would just like to receive the RA number, so that I do not have any inconvenience when I am there as I did previously
Ms [redacted] ordered a motorcycle dolly on Amazon.com on 9-30-A part was missing and we let her know she would need to box up the item and we would process a returnShe elected to wait for the missing part that was not in stock at that timeMs [redacted] contacted us in March about the part and we indicated it was still on back orderThe part arrived on April 6th and we contacted Ms [redacted] and it shipped the same day 2nd day air at no charge.We apologize for the inconvenience and delay and appreciate Ms [redacted] 's patience
I am rejecting this response because: The main argument put forward by the business is that the diluted household bleach solution used to clean the unit is "corrosive" This argument has no validity for several reasons: The leaking handle is made entirely from plastic, and household bleach is only corrosive to human tissues (see attached MSDS for bleach) The MSDS for bleach does not list metal, plastic or any other physical material as reactive with bleach (page 6) The handle is cracked, not "corroded" The handle started leaking as son as the solution went through, so the crack was already there On page of the manual it is stated "Flush the sprayer per the chemical manufacturer's recommendations" in bold letter, followed by "Add gallons of the chemical manufacturer's recommended cleaning solutionOperate the spray gun..." Bleach and ammonia are the two recommended solutions for cleaning after herbicide use: http://www.ext.nodak.edu/extnews/newsrelease/2003/071003/11cleanr.htm, and both of them are corrosive to human tissueIn my opinion, the company is just grasping for straws trying to avoid responsibility for defective productSincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2016/02/29) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Please accept this letter as our formal response to your letter dated February 11, Ms [redacted] purchased a heater that we no longer offer for sale nor are able to supply a variety of replacement parts forOn February 22, 2016, our customer service department left a message with Ms [redacted] offering to pithe heater and issue a full refund of the product or a $refund and she may keep the unit as is since the flame does not impact the heating ability of the unitMs [redacted] chose to keep the unit as is and a $refund was issued
Initial Business Response / [redacted] (1000, 8, 2016/02/04) */ Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/09) */ Yes and they sent me a new pair of boots and they are doing same as the first boots Final Consumer Response / [redacted] (3000, 13, 2016/02/22) */ Yes and they sent me a new pair of boots and they are doing same as the first boots Final Business Response / [redacted] (4000, 15, 2016/03/02) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) In response to your February 9, letter, Mr [redacted] has been sent pre-paid return labels for the return of the second pair of boots to the vendorUpon receipt of the boots to the vendor, we will send out a replacement pair per his request in the above referenced letterPlease note that if Mr [redacted] is not satisfied with his third pair of boots, we will not be sending out another pair and a refund will be issued
Initial Business Response / [redacted] (1000, 7, 2015/08/21) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) We acknowledge your letter of August 7, concerning Mr [redacted] and his shoe purchaseHe was refunded the price of the shoes $(Mr [redacted] had a $off retail coupon he used for the purchase, which is not eligible for a cash refund)Mr [redacted] contacted our company the last week of June indicating the shoes were too large and wanted to return themSince this is a drop ship item from the vendor, we sent a return request to the vendorOn July 6th the customer was emailed return information including the return authorization form from the vendor and notified him he would be responsible for the return freight fee and the restock feeAfter several communications with Mr [redacted] asking for the UPS tracking number on his item the manufacturer received that information in August The return authorization form Mr [redacted] needed to fill out in order for the manufacturer to locate the return was not filled out or returned and added to the delay in processing the return and refundThe $shortage referenced in his complaint is the return shipping fee that we do not refund We apologize for the delay in refunding Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) ALL LIES BUT TIERD OF BS FROM NORTHERN TOOL THEY WERE THE ONES NOT WILLING TOO EXCHANGE FOR RIGHT SIZE TO BEGIN WITH I WON'T LOSE MONEY CAUSE THEY DON'T BUY FROM ME THEY WILL LOSE CAUSE I'LL NEVER BUY FROM THEM AGAIN AND WILL WARN ALL OTHERS OF POOR MANAGEMENT !!!!!!!
see attachedIn response to your April 4th letter, we contacted Mr [redacted] to address his concerns with his pressure washerAfter we verified the issue with the unit, we offered a full refund of the unit and set up the returnMr [redacted] indicated he would like to return the unit to the Fredricksburg retail store rather than repacking/shipping the unit back to our distribution centerWe are working with our retail store to accommodate Mr [redacted] 's requestWe apologize for the inconvenience and once the unit has been returned to our retail store, Mr [redacted] will receive a full refund for the product
Initial Business Response / [redacted] (1000, 9, 2015/10/16) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) We acknowledge receipt of your letter dated September 30, The air compressor at Ms [redacted] 's residence was picked up on October 8, by the freight carrier, YRCWe apologize for the inconvenience to Ms [redacted] and trust this resolves the matter Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did pick up the air compressor that they delivered in error finallyHowever they continue to claim in writing that it is a sprayerI did email them to let them know once more that it was an air compressor not sprayer that they did receive back
Initial Business Response / [redacted] (1000, 10, 2015/07/15) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) In response to your June 16"letter, Mr [redacted] has been refunded $for the trailer axle in addition to shipping charges he incurredThe advertisement on Amazon showed a 7,lbtrailer axle when in fact the item that was shipped was a 3,lbtrailer axleThis appears to have been a matching error to a product on AmazonTo have the match error corrected is a long and complicated process with AmazonTo resolve the issue in a timely manner we closed the listing and the item will not repost We apologize for the product match error and please feel free to contact me if you have additional concerns
see attachedPlease accept this letter as our formal response to your letter dated April 4, Mr [redacted] ordered a timber jack on March 24th with an estimated home delivery date of March 30thThe order was entered into our system and an e-mail was sent to the customer indicating the order had shippedAs a result of an internal error, the order was not scanned and was still at our warehouseWe contacted Mr [redacted] and he was issued a full refund on March 30thWe apologize for the inconvenience
Initial Business Response / [redacted] (1000, 7, 2015/08/21) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Thank you for your letter of August 7, Mr [redacted] contacted our company on August 5th inquiring about our price matching policy with AmazonHe was incorrectly advised we do not match listings on AmazonOur company does honor lowest price guarantees from Amazon upon meeting certain qualifications which, in this case, the customer did meetMr [redacted] paid $for the item and the Amazon price was $and was refunded the difference We apologize for the miscommunication and please feel free to contact me if you have additional concerns
Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ Thank you for your May 7, letterWe have contacted Mr [redacted] and he has been refunded for all his unused Hotline membershipsOur Hotline membership program renews annuallyWe send out annual renewal notices with instructions on how to cancel the membership if the customer does not want to renew their membershipIf the customer does not cancel their membership per the instructions, they will be charged for another year Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you to Northern ToolThey refunded the money and I am grateful Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/06/05) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) Please note Mr [redacted] 's claim was approved on May 22, (authorization number [redacted] )He may take this number along with the damaged item to a local store for the replacement of his itemThe extended warranty company, AMT set up the claim on May 11, and was approved after their call center manager reviewed the claimThe Revdex.com letter was received by our company on May 26, after the claim had already been approved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would just like to receive the RA number, so that I do not have any inconvenience when I am there as I did previously
Ms [redacted] ordered a motorcycle dolly on Amazon.com on 9-30-A part was missing and we let her know she would need to box up the item and we would process a returnShe elected to wait for the missing part that was not in stock at that timeMs [redacted] contacted us in March about the part and we indicated it was still on back orderThe part arrived on April 6th and we contacted Ms [redacted] and it shipped the same day 2nd day air at no charge.We apologize for the inconvenience and delay and appreciate Ms [redacted] 's patience
I am rejecting this response because: The main argument put forward by the business is that the diluted household bleach solution used to clean the unit is "corrosive" This argument has no validity for several reasons: The leaking handle is made entirely from plastic, and household bleach is only corrosive to human tissues (see attached MSDS for bleach) The MSDS for bleach does not list metal, plastic or any other physical material as reactive with bleach (page 6) The handle is cracked, not "corroded" The handle started leaking as son as the solution went through, so the crack was already there On page of the manual it is stated "Flush the sprayer per the chemical manufacturer's recommendations" in bold letter, followed by "Add gallons of the chemical manufacturer's recommended cleaning solutionOperate the spray gun..." Bleach and ammonia are the two recommended solutions for cleaning after herbicide use: http://www.ext.nodak.edu/extnews/newsrelease/2003/071003/11cleanr.htm, and both of them are corrosive to human tissueIn my opinion, the company is just grasping for straws trying to avoid responsibility for defective productSincerely, [redacted]