Oliver's Outlet LLC

In regards to this order and the customer's complaints Everything he says is valid (except for the taking forever to get back to him our correspondence shows that we were in continual contact with him throughout this process) When his order was placed with our company this part showed
that it was in stock Unfortunately once the order processed through our system, we were notified that there was a backorder date of the part (per the manufacturer) of 12/11/
In the business that we are in, we deal with 100's of 1000's of parts Some of those parts are readily available, some are far and few between With the manufacturers that we deal with on a daily basis, we are sometimes at their mercy They will give us promise dates of shipments and there are times when those promise times change without any notice to us They will either change by a day or two, but sometimes (as in this case) they will change the date to a "no ETA at this time," and we are forced to advise the customer of that With that being said, we did advise the customer of that once we were notified and after they contacted us earlier this month They asked us to keep the order in place If we had a way of getting the product any sooner, believe me you we would But in this particular case we have to wait for the manufacturer to redistribute the part in order to get it to the customer
In every effort to help satisfy this complaint, I've requested that the shipping be credited back as a courtesy The cost of the part is still in tact at this point in time If the customer changes his mind and would like us to cancel the order and refund the whole amount, we are happy to do that as well
It is with deep regret that we could not get this in a timely manner
Sincerely,
Ana
Oliver's Outlet

This complaint is one that our representative was in clear contact with the customer From the first date of contact on 5/through the last contact on 6/15.We advised the customer after the initial inquiry that the manufacturer had a flaw in their existing stock and that we would get any
information to him in regards to the new stock going out asap At that time we informed the customer that if he needed to cancel the order that was the time to do it On the next day we advised the customer that these parts were in route (unbeknownst to us the part had actually shipped out days prior to customer) As soon as we had tracking information we gave that to the customer which he informed us that he no longer wanted the part because he had to buy a new appliance.We have certain return policies set up and they are clearly stated on our website There is also an extra step before anyone actually places an order where they have to check that they agree with the return policies before hitting the submit button for the order.This was in fact an electronic part that is non-returnable We tried to make an exception for the customer on the return but needed additional information (model and serial number of appliance) in order for us to make the exception He was not able to provide us with that information so we were unable to return the merchandise to our stock.Sincerely,Ana B***Oliver's Outlet

Our sincere apologies on the short ship of the part We will be sending the other by tomorrow at the latest Customer should receive tracking information once it ships

I have read and re-read all of the messages in our ticket system from the customer and our representatives that were/are handling the resolution to this matter
It is our policy and our agreement with all of the manufacturer's that we have to have the model and serial number of any appliance (not
the part number of what was ordered) in order to replace/refund/warranty issues etc We asked for this information, multiple times and from what I can gather and see, the information was not provided until today 3/22/
Until we have this information, manufacturers will NOT help us facilitate warranties We are an appliance part provider, we facilitate orders at discounted rates through multiple manufacturers, distributors, etc So, in essence the warranties on defective parts are not ours to comply with; but since we do the ordering of the parts for our customers we do our best to help facilitate them In order for us to effectively do that we require and must have certain information
Our customer reps that have handled this dispute have done their best to obtain the correct information needed for our company to do our job Until today we have not been able to retrieve that info Now that we have it, we can do our best to resolve the issue at hand Our staff is presently working on a solution to the problem

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRecords show that has been shipped and is in the possession of UPS here locally.Sincerely, *** ***

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

We apologized about the mis-ship on the part In order for us to return the part we send the information to the customer that it is necessary for us to have the model and the serial number of the replacement
As soon as we received that information from the customer on the returned item we
refunded
The refund was processed for this order on 1/ Below are the transaction details
***
$
Refund
Approved
Return
1/12/10:PM
I noticed however, that the refund was not in the full amount I corrected that now and refunded the rest (which were shipping charges)
Below is the transaction ID for that information
***
$
Refund
Approved
Should have been full refund, was a mis-ship
1/13/12:PM
Again our apologies
Ana
Oliver's Outlet

We have done everything possible to resolve the issue Full credit has been issued and customer should have all the funds back in their account New merchandise has been shipped out and the tracking information was emailed to the customer last night They can track it with UPS.com There is nothing further that we can do at this pointMerchandise is set for deliver on 5/according the information that we have and that the customer has Rejecting our response to the complaint makes no sense when we've covered all of our bases with this customer This is unfortunate when they are getting free parts

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

***,You should have received a confirmation email on 9/ I've resent that to you just now You placed your original order after business hours the day before a holiday weekend Your order was processed on 9/and I'm waiting to hear back about the status of your order as of this morning This is a factory direct ship order for us and as soon as I hear back about it someone will be in touch
As far as not returning your messages...you first emailed us yesterday (Sunday) Our office hours are Monday-Friday.If you prefer that I cancel the order and refund the money I will work on that.Regards,Ana

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

This has been resolved as of yesterday afternoon The business sent the missing part via a 2ND shipment

I am sure that this will not be resolved here as the customer has a complaint opened with *** Since that is the case I am unable to provide a credit to this customer, the credit will need to be handled through our accounting department This customer ordered the wrong part,
complained that it wasn't shipped in ample amount of time, only to find out that the same day that his first complaint was filed, the part was delivered and on his doorstep After receiving the part that he did in fact order and needing to return it, the information was provided to him for the return The return was in fact received into our warehouse What he doesn't' seem to understand is that shipping and receiving is a different department then customer service Sometimes there is a bit of a lag in receiving the part, and updating the information into our system to see that everything was in fact received, undamaged and with the information required to complete a return and issue a credit
Again the customer emailed our customer service, over the weekend and also filed another complaint Even though he said he would give us until EOB on 9/(Please note
that I will be opening ANOTHER Revdex.com complaint on your company if I haven't heard from you by end of business Monday.)
As stated above the credit will need to be handled with our accounting department An email has been sent to them in reference to this order and requested that this order be a priority for refund
Regards,
Ana

Revdex.com:
Please disregard this complaint. We were able to resolve the issue with the company.Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Our policy clearly states that most orders leave our warehouse within 1-business days We also state that our representatives are available M-F Customer emailed our representatives on Saturday when we are closed This customer ordered this part on Friday Our Sales Manager
physically faxed the order over the GE himself for next day air UPS next day does not deliver on the weekends, therefore the 1-business day quote was fulfilled by us as the part is due to ship today from GE to the customer for delivery tomorrow
We are in the process of trying to cancel the order, however if the part has already shipped from GE the customer will need to return the part to our warehouse for a refund
Sincerely,
Ana

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

As stated in the correspondence with one of our customer service representatives This order showed in stock when it was placed Since then we were notified directly from the manufacturer that the part is on a factory backorder They had originally stated the part would ship on
12/5, obviously that has now come and gone We've submitted a request for a status update and as of yesterday (when our representative last spoke to the customer) we are waiting to hear
If the customer would like to cancel the order (even pending the request for status) he/she may let us know and we will promptly cancel and refund However, if the customer has filed a dispute with their cc company the dispute will go through the dissolution process with their cc company and the credit will take longer
Please let us know what course of action you would like us to take
Regards,
Ana

Our apologies on not being able to provide the part that was advertised We sell thousands and thousands of appliance parts on our websites It is unfortunate that sometimes we are unaware of parts being on backorder, unavailable, etc until after an order is placed with us and we go through specific channels through the manufacturer's to obtain the parts for our customer's
This being said, had we been aware of this from the get go we would not be advertising the part
As stated, our apologies The customer's order was cancelled and the monies refunded all together There is nothing more that we can do to satisfy what the customer requested
Sincerely,
Ana
Oliver's Outlet

The customer placed his order on 1/25/at 5:15PM (after business hours) This order shipped on 1/(within business days of the order being placed) Order was shipped directly from the manufacturer, tracking information is not available to us immediately from them, thus why we did
not have it until recently
Customer reached out to us on 1/and we responded within business day We advised him at that time and apologized for the delayed response as his original message was in our spam folder
Order is set to be delivered today (2/2/17)