Northwest Distribution

Not sure what the misunderstanding is Had two voicemails from the customer on the 9th Our office was closed as always on Friday, Saturday Sunday the 10th, 11th, 12th Returned call to her Monday the 13th and dealt with the cancellation (by then we had received the written copy which is what we have to have) We paid for the Kirby to be boxed and shipped at a [redacted] Store and the Kirby is back in our possession already Her down payment was refunded the same day she dropped it at *** Should be all good to go!

Attached is a picture of the two [redacted] attachments.We have someone making a trip to [redacted] this afternoon to handle this matter, and can meet with you tonight around 8pm, or tomorrow morning, whichever works better for you He will be calling you later in the morning today.He will have the [redacted] and the attachments.The [redacted] card will be credited while he is still in your home Your letter talks about us notifying [redacted] we are crediting that He will be happy to confirm to them the credit if you would like to call them, but just to be clear, it won't be related to the chargeback claim which was closed in our favor This will be a completely fresh refund to your card We can also forward to an email you provide, a copy of the refund confirmation as soon as it is processed in your home The [redacted] and all attachments must be returned and in clean, new condition as received If you have been using it, please clean it, including roller brush, and remove and discard the inner dirt bag.We are happy to help you and look forward to resolving this matter tonight or tomorrow morning

We are sorry for your dissatisfaction Unfortunately, since you state that you did not tell the representatives you were uninterested or ask them to leave, but rather filled out a credit application stating all of your personal information and agreeing to a contract with terms, the salespeople were under the impression you wanted to make the purchase that you made We are sorry for the confusion Please follow the cancellation instructions by mailing in the notice of cancellation from your paperwork - either of the four copies provided is fine Send it to the PO Box on the paperwork Once received, we will call you to arrange pick up in a timely matter

Complaint: [redacted] I am rejecting this response because: I think this company is a joke! Northwest is full of liars and I can prove it in small claims if it comes down to it! This company broke and lost small pieces to my vacuum when it was taken apart to clean the [redacted] cylinder Northwest even admitted taking my vacuum apart in an e-mail to Revdex.com I did not know that this very small piece was missing until I actually used and turned on the vacuum the next morning and I did contact the Cheyenne office withing hours of getting my vacuum back My vacuum was not missing these pieces when I had it as I never ever took the [redacted] cylinder apart as this is not part of the cleaning and maintenance that [redacted] recommends in the owners manual.Lie number one, the employee in the ford explorer that came to pick up your vacuum and drop off my vacuum, had [redacted] license plates I have a picture of the vehicle and plates You had the option of mailing me my vacuum and me mailing you your vacuum at your expense but Northwest chose not to go this route because this company would have had to return my vacuum first.Lie number two, the first employee to stop by my old home in [redacted] came by on April 7th to pick up the [redacted] vacuum She was standing outside my old home, that I no longer lived at, and called me on my cell phone to ask if I was at home to return the [redacted] to her as she was just outside my old home She also said she did not have my [redacted] vacuum to return to me as she was not told there was a trade in that needed to be returned By the way this is six days past the the days that Northwest supposedly had to retrieve the vacuum! Lie number three, my credit card re-opened the dispute on my card They notified Northwest about this dispute being re-opened My credit card company will be glad to provide Revdex.com a letter in regards to the dispute for the charge being re-opened.I called the Cheyenne office on September 13th, and left a message that my cancellation had also been mailed to the Cheyenne address, that I wanted my vacuum back and that I was moving out of my [redacted] home and would no longer be available at that address at the end of March.This company is a bunch of liars and does not want to do the right thing The lawyer I talked to said your contract is not specific and therefore, I was in the right in calculating the days and that it could be proven in a court of law If this company does not want to do what is right! Prepare for court in [redacted] because I have been to small claims several times and have won each time! Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory with the following exceptions The third picture is not the right attachment The three attachments that the vacuum had are 1) the crevice tool 2) crevice tool attachment duster brush and 3) upholstery nozzle attachment (pictures are attached so you can see what all three look like) I expect my vacuum back in the same condition and fully working condition as I am doing the same on the [redacted] vacuum.I expect these tools to be with the vacuum I have only used the [redacted] vacuum once to clean the rental I moved out of in [redacted] The rental I have in [redacted] is all hardwood floors So the [redacted] is in the same condition that I received it in! The [redacted] that was sold to me was the demo vacuum that [redacted] (your employee) had used to demonstrate the vacuum to me and several other potential customers The vacuum did not come in the original box nor was I given the original box I notified the lady employee (can't remember her name) that a few attachments and the carpet cleaning solution was missing Just reiterating everything so you have ALL the specifics Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I made several attempts to cancel the orderI also tried to contact the sales office several times by fax & phone with no responseThe call I got was from a "shipping" office onlyI originally filed the complaint earlier to the main Kirby office & they said it had to be refilled locallyI would love to make a recorded statement on the level of service, responses & business ethics that this company practicesI'm sure many complaints are filedI always lived out of stateMy son [redacted] lives in Colorado & he tried to contact the office about the cancellation & refund also & the advice he was given by the staff was to file a complaint & see what happensSo that is why the complaints have been filed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I attached a letter of the Cancellation form I sent to them on 7/23/This letter was sent via USPS and therefore does not have a tracking numberNowhere in the cancellation form does it say I need to send it with trackingI have never had an issue with the postal service not delivering the mail to a recipientI believe they are using this as an excuse to not refund my money Regards, [redacted]

We are so sorry for any convenience.We have not received the notice of cancellation yet May we please get the tracking information so we can try to determine what is holding it up?Thank you

[redacted] emailed us privately on April 24th Following is a copy of our response sent this morning [redacted] ,Thank you for your email We would like to get this matter resolved so that you can get your [redacted] back, return the [redacted] and receive credit to your card.To answer your questions about the days, it does not include Sundays All contract law in the state of Wyoming considers Monday-Saturday to be a contract date, but not Sundays Therefore the days ended on April We contacted you several times within 10/days either way, however We called you twice alone on March 9th We also made other calls as well as text messages Our first text message was March 27th, and we sent several for a few days after that, and never received responses to any of those texts Those texts stated that we didn't think our calls were going through to you because you weren't calling us back and would you please respond via text so things could be handled We had someone in the area on Aprill 6th, so she went by your home and [redacted] ed you had moved You would not answer her phone calls but began responding via text but were unwilling to give your new address and stated you were keeping the ***While we are not obligated to let you return the [redacted] at this point, because you have not made the goods available and did not return phone calls or text messages within the day period, we are still willing to do it Please give us any additional information you have on your ***, specifically the color and serial number if available We have record of the model number but have been trying to get at least the color from you We can then schedule for someone to bring the [redacted] and pick up the *** We also need your new address where the [redacted] is located Your card can be credited while the representative is at your home making the exchange If you prefer the credit sooner, we can pay for you to ship the [redacted] to our office and as soon as we receive it we will credit your card and ship the *** Either option is ok with us We regret that you were unhappy with your decision to purchase the ***, and hope we can resolve this issue with you now.Northwest Distribution

The cancellation was late We have written proof of this, and it's why every single dispute has been closed in our favor We have done nothing wrong, and our position will not change The machine is ready to be shipped when an address is provided

No, it is not required We were just asking to try and help locate your cancellation notice What time can someone come by hour house tomorrow?