Olive On Tap

I received a followup saying that the customer was unsatisfied with our reply, and I'm confused why We did everything the customer requested in his initial complaint In the "Message from the Consumer" part of this letter, there isn't any information in it Can you double check and find out what else the customer is looking for?Thank you, [redacted]

I have received the claim information for this customer, and have reviewed the complaint I see that the customer had simply ordered incorrectly There was confusion about what bolt pattern he needed, versus what he was actually purchasing The standard eBay return policy states that a 20% restocking fee is assessed on returns for incorrect purchases, however in an effort to resolve this claim amicably, I would like to offer to waive the restocking fee on this return Please let me know if the customer is willing to accept this offer.Thank you, [redacted]

We have received the claim paperwork for this, and I have reviewed all correspondence We had offered several times to send FedEx out to pick up the package, which would have allowed for him to use the same box it was received in and not spend any money whatsoever However, the customer went to FedEx on his own volition and paid for a new box when it was not necessary I understand that this is frustrating for the customer, and I do apologize for the inconvenience he is experiencing, but we have already refunded the purchase in full thru his Amazon purchase, and that is the most that we are able to do The customer may contact Amazon billing for further requests as they are the ones that process billing for all orders Thank you, [redacted]

We received this claim notification, and I have reviewed the customer complaint. The manufacturer of this item had product misinformation posted regarding the quantity on their website which led to confusion for anybody relying on the manufacturer website. When the issue was discovered
and the manufacturer was made aware of the problem, they offered the customer a prepaid return label as well as a full refund upon receipt of the item. He is refusing to return the item, and is demanding a full refund in addition to keeping the product. Unfortunately, we cannot refund a full purchase price unless the product itself is received back. At this time, the customer has had the prepaid return label in his possession for two full weeks, and has still not sent the items back for his full refund. We are more than happy to refund his purchase in full when the item is received.Thank you,***

We received the claim from the customer, and have reviewed the situation in depth. The customer did receive his package short one part as stated due to a shipping issue with FedEx being damaged. We did reship this order as the customer requested. The customer contacted us
late Friday night, and the reship was sent out with the first truck Monday morning. Unfortunately on Mondaythe customer then contacted Amazon, and was refunded by Amazon for the missing piece. At that time we did not have another option as Amazon handles all billing. Since the customer has been refunded for the item he was missing, he can reorder the piece that he is still needing. At this time he has only paid us for the one item he physically has.Please let me know if you have any questions.Thank you,***

We received the notification of this case, and I have looked into this situation in depth. The customer simply received a part that was damaged in transit to him. The item is 88lbs, so it can happen from time to time if UPS does not handle it properly. As far as it having rust or
being "used", that is simply untrue. I even inspected the product that was returned back myself, and the comment he made about rust and usage is completely incorrect. It is damaged--but that is why we filed a damaged claim on it and had it returned. We absolutely did not ship him a "predamaged" part as he is accusing. That would be a waste of time and money, and not how we operate. We sell new products, and when they leave our facility that is how they look As far as the customer's accusations about the phone conversation, I have reviewed the recording of the entire all. He had not spoken to the owner at any point--only a returns representative. The customer started the conversation by screaming at our returns rep. He was cursing and verbally abusive the entire time. At no point in time did he even allow the representative to speak or attempt to solve the problem at hand. The only option we had at that point was to file the claim, and processed the customer's refund in full I sincerely apologize that the customer received the part damaged by UPS, but we did everything we could to resolve this situation as quickly as possible. A full refund was processed to his account prior to us even receiving this part back.Please let me know if you have any questions, or if I can provide any further information.Thank you,***

Thank you for your responseI've had a death in the family so your 8th last thing on my mind....that company screwed me out of a replacement part that was missing when I bought my itemI've moved on from those losers tying up my timei would expect my complaint to be posted to the public as it it truthful and factual, I got told to fk myself and was hung up on when I expressed my anger about receiving missing and damaged partsthe public should know what kinda company trends auto is

The customer was refunded on 12/22/to the original form of payment

I have read the customer complaint, and reviewed all phone calls received by him at our company. This customer's complaint of our company is completely inaccurate and unfounded to say the least. In the phone calls, he is EXTREMELY verbally abusive towards every one of the employees that
he speaks with. There was no actual issue with his order--he received exactly what was ordered. What he wanted was a bracket that does not come with the part he purchased. To try to offer great customer service, we did send out the bracket at no charge just to make him happy and hopefully avoid future confrontation and threats from him. Unfortunately this still didn't make him happy as he continued to call us back dozens of times to the point of harassment with no real reason to call. At that point due to the continued verbal abuse and belittling, and the fact that his "issue" had been resolved, we asked the customer to stop the harassing calls. We did everything we could to try to satisfy this customer, including sending out a free part that was not due to him.Please let me know if you have any questions.Thank you,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We received paperwork for this claim, and see that the customer is claiming that we advertised this as fitting his vehicle. I reviewed the listing, and we don't advertise it for specific vehicles whatsoever. It is the customer's responsibility 100% to determine the correct part and
fitment for their vehicle. Since the customer had installed both of the products, they would not be considered used, therefore the restocking fee of 50% (as stated in our return policy) would apply.In an effort to satisfy this for the customer, please let me know if he is willing to close this claim in exchange for his full refund. If that would satisfy his request, I would be willing to refund the remainder of his order. Please advise.Thank you,***

He opened a return via ebay and was informed that we have a 20% restocking fee and he continued with that return and he could have contacted us at that time to see if there was anything else we could do but didnt and he went ahead with the returnHe has received a refund of $on March 8th
which is minus 20% for restocking fee

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is a copy of Drop-Off Package Receipt.
Regards,
[redacted]

I received a followup saying that the customer was unsatisfied with our reply, and I'm confused why.  We did everything the customer requested in his initial complaint.  In the "Message from the Consumer" part of this letter, there isn't any information in it.  Can you double check and find out what else the customer is looking for?Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We have received the claim paperwork for this, and I have reviewed all correspondence.  We had offered several times to send FedEx out to pick up the package, which would have allowed for him to use the same box it was received in and not spend any money whatsoever.  However, the customer...

went to FedEx on his own volition and paid for a new box when it was not necessary.  I understand that this is frustrating for the customer, and I do apologize for the inconvenience he is experiencing, but we have already refunded the purchase in full thru his Amazon purchase, and that is the most that we are able to do.  The customer may contact Amazon billing for further requests as they are the ones that process billing for all orders.  Thank you,[redacted]

I have received the claim information for this customer, and have reviewed the complaint.  I see that the customer had simply ordered incorrectly.  There was confusion about what bolt pattern he needed, versus what he was actually purchasing.  The standard eBay return policy states...

that a 20% restocking fee is assessed on returns for incorrect purchases, however in an effort to resolve this claim amicably, I would like to offer to waive the restocking fee on this return.  Please let me know if the customer is willing to accept this offer.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I...

reviewed appear below. The $34.04 restocking fee needs to be refunded.The business knows they are in the wrong and are stalling on this matter.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.  
Regards,
[redacted]

I apologize for the delay in our reply--the first notice never made it to us somehow.For this customer, we have already waived the restocking fee the customer requested and have provided a prepaid return label for him.  This should have resolved the customer's complaint already.  If this...

is still not satisfactory to the customer, please let me know what would fix this situation.Thank you,[redacted]