Our sincere apologies on this order. At the time the part was placed on order with us, we informed that the part was available to ship.
Unfortuantely this was not the case and we were not notified by the manufacturer that this part was on a antio**l backorder. Once the customer...
emailed us asking about the order, we contacted the manufacturer and they told us at that time that there is a antio**l backorder for this part with no ETA. At that time we advised the customer of the status, cancelled the order (as requested) and refunded their money (on 10/14).
Again our apologies.
Our sincere apologies on this order and the lack of response by our customer service agents. Looking through the records and messages, I see that an agent answered the customer's question earlier today. Our company is shipping the correct part at no charge to the customer...it should...
have shipped today and the customer will receive tracking as soon as it's available to us.
This was an order that we were unforatunately not able to fulfill.
It was for a part that was put on a national backorder per the manufacturer. We advised the customer of that 4 times and asked him if he needed to make changes to the order to please let us know.
We did not...
get a response to cancel or change the order status so we left it as is.
On 9/7/15 we issued a full refund for the order. It appears that the customer filed a complaint through his credit card company so the refund was dealt with through a different department.
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 me.
I have received the correct item ordered.
I would like to recommend that the business advertise a valid phone number that would allow a customer to speak with a representative in an event such as this. Additionally, their website indicates that the business would respond to email inquiries within 4-6 hours. I recommend this be either removed or honored. I received no feedback from the company and was unable to contact them via phone.
Thank you.Sincerely, [redacted]
Customer messaged us yesterday in regards to this matter. The message was returned and the credit was issued. Below are the details of our customer service representatives response.
It looks like it errored out originally but was able to manually process the refund. Below are...
the transaction details. I apologize for the inconvenience this may
have caused
. [redacted] $39.91 Refund Approved nla 7/11/2016 8:49 AM
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 3/22/16.
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 [redacted], and find that this resolution is satisfactory to me. It was delivered yesterday. Thank you. But I did not receive any email/response to my emails to you. And checked the website everyday to see if there was any update other than the status being "processed", and I really don't appreciate your customer service attitude towards this complaint. This complaint is justified because of your company's failure to response to emails and update website order status, so to me as the customer It was a week and it still clearly stated the stunts of the order "processed" not shipped or anything else and the tracking # was left blank showing me it hasn't been shipped. Then when I tried to find a customer service number, there is only email through the website. Which I never got a response from, which is also no way for you to say that you responded but I know for sure you didn't. Every other email I've receive but yours just happened to not find its way to my inbox or junk mail just invade, so that's very offensive to me that your clearly lying. Then the attitude in the response is no way good customer service you don't know why I started a complaint....there's no number for me to call and no responses to my emails and order after a week is still "processed". I just wanted answers and my emails to be replied to. But now I'm very happy that I filed a complaint so that other consumers can see the way you speak to your customers and lie about responding to emails. Your company sells parts for appliances, meaning we are waiting for the money to get repaired thus waiting on the parts you supply, we need it as soon as possible. For now on I'll find my business elsewhere. Sincerely, [redacted]
Our sincere apologies in regards to this order. It was submitted to us in the middle of our business day. We process orders early in the morning. This customer's order was submitted to our distributor on the next business day. In this particular line of business when we...
process orders for thousands of parts for customer's around the US at a immense discount rate to them, we do in fact find out (per the manufacturer) that after the order is submitted to us the parts can be out of stock for a short amount of time or a time allotment that is more than we expected at the time the customer's order is submitted to us.
The order was cancelled per the customer's request and refund was submitted immediately upon cancellation. However due to common practices with refunds, it can take a few business days to show on their end.
A full refund has been issued. Our customer service representatives definitely responded to this customer's inquiry about the part in question. See note below:
Hi [redacted],It appears as though item [redacted] is no longer being made by the manufacturer. Item [redacted] is the only...
manufacturer approved replacement at this
time. If this will not work for you you I am sorry to hear that! Please provide the model # and serial # of the appliance this part was intended for. I will then be able
to refund the order. If the factory requires the unit back, they will send a UPS return label within 14 days. If they have not sent a return label by that time, the part
may be discarded. I apologize for the inconvenience this has likely caused.Thank you,
This was sent to the customer the day before the Revdex.com complaint was made so we are unsure of why there is a complaint filed in the first place. Regardless a refund for the price of the part as well as the original shipment method was processed on 8/30/16 at approximately 1:50PM. The customer should see the credit reflected on their account within 3-5 business days.
I am not seeing any emails or messages to our customer service representatives on the website or messaging center. Please provide the dates of any correspondence left for our reps. I am looking into the order status and or refund and will let you know. Thank you, Ana
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 me contingent upon the refund actually being issued. Their business practices are sub-par at best. Their lack of communication until the Revdex.com's involvement was ridiculous. I appreciate all of your help with this situation.
Sincerely,
[redacted]
A no charge replacement was shipped to the customer. It is due for delivery tomorrow (8/17). I will email the tracking information to the customer. Our apologies on the delay. Thank you, Ana
In response to this complaint. Our apologies on the delay of the credit. It was unintentional and we appreciate the heads up. The shipping department updates our system when parts are returned, but does not issue credits. When the credit was attempted on 2/3 the customer...
service agent was unaware that she was over the time limit to perform the credit transaction. I've alerted sales manager of the situation and a credit will be issued via Paypal by EOB today (2/17/16) in the amount of $115.32.
Again our sincere apologies.
Complaint: [redacted]I am rejecting this response because:
The company did not even know there was a problem until I contacted UPS and forwarded this information to the company. We are now over 3 weeks out and I still do not have the merchandise. This complaint cannot be resolved until I have 2 undamaged shelves in my hands.
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 me.
Again, the transaction was refunded on 9/21 with PayPayl transaction ID # [redacted].
This is what PayPal will need in order to see where the funding is at.
If a transaction ID is provided from us to the customer, than the refund has indeed been issued and withdrawn from our account.
At this point there is nothing further that we can do. This is between the cardholder and their financial institution and PayPal.
Regards,
Complaint: [redacted]I am rejecting this response because:
1. I...
have been charged for a part I have not received.
2. The business has not supplied a purchase order number or any confirmation of order.
3. Business continues to stall and has no customer support number, business phone recording suggests all customer support is to go through the "Contact Us" tab on their reported failed web site.
4. There is an interim credit card dispute on file and after 15 days this will lapse to a binding dispute and the charges will be reversed for reason of failure to supply part.
A refund was issued to the customer's original form of payment on 8/16/17. Even though there was fraud reported on their cc, the refund was accepted by their cc company and fund were withdrawn for the refund from our business account. Below are the transaction details for the refund....
The number on the far left of the cart is the transaction ID. If the customer has had any problems receiving the funds from their cc company they may reference that number. Regards, Ana[redacted]$69.04RefundApprovedNLA1This transaction has been approved.
Our sincere apologies on this order. At the time the part was placed on order with us, we informed that the part was available to ship.
Unfortuantely this was not the case and we were not notified by the manufacturer that this part was on a antio**l backorder. Once the customer...
emailed us asking about the order, we contacted the manufacturer and they told us at that time that there is a antio**l backorder for this part with no ETA. At that time we advised the customer of the status, cancelled the order (as requested) and refunded their money (on 10/14).
Again our apologies.
Sincerely,
A**
Oliver's Outlet
Our sincere apologies on this order and the lack of response by our customer service agents. Looking through the records and messages, I see that an agent answered the customer's question earlier today. Our company is shipping the correct part at no charge to the customer...it should...
have shipped today and the customer will receive tracking as soon as it's available to us.
Sincerely,
Ana
Oliver's Outlet
This was an order that we were unforatunately not able to fulfill.
It was for a part that was put on a national backorder per the manufacturer. We advised the customer of that 4 times and asked him if he needed to make changes to the order to please let us know.
We did not...
get a response to cancel or change the order status so we left it as is.
On 9/7/15 we issued a full refund for the order. It appears that the customer filed a complaint through his credit card company so the refund was dealt with through a different department.
Sincerely,
Ana B[redacted]
Oliver's Outlet
This has been resolved as of yesterday afternoon. The business sent the missing part via a 2ND shipment.
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 me.
I have received the correct item ordered.
I would like to recommend that the business advertise a valid phone number that would allow a customer to speak with a representative in an event such as this. Additionally, their website indicates that the business would respond to email inquiries within 4-6 hours. I recommend this be either removed or honored. I received no feedback from the company and was unable to contact them via phone.
Thank you.Sincerely, [redacted]
Customer messaged us yesterday in regards to this matter. The message was returned and the credit was issued. Below are the details of our customer service representatives response.
It looks like it errored out originally but was able to manually process the refund. Below are...
the transaction details. I apologize for the inconvenience this may
have caused
. [redacted] $39.91 Refund Approved nla 7/11/2016 8:49 AM
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 3/22/16.
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 [redacted], and find that this resolution is satisfactory to me. It was delivered yesterday. Thank you. But I did not receive any email/response to my emails to you. And checked the website everyday to see if there was any update other than the status being "processed", and I really don't appreciate your customer service attitude towards this complaint. This complaint is justified because of your company's failure to response to emails and update website order status, so to me as the customer It was a week and it still clearly stated the stunts of the order "processed" not shipped or anything else and the tracking # was left blank showing me it hasn't been shipped. Then when I tried to find a customer service number, there is only email through the website. Which I never got a response from, which is also no way for you to say that you responded but I know for sure you didn't. Every other email I've receive but yours just happened to not find its way to my inbox or junk mail just invade, so that's very offensive to me that your clearly lying. Then the attitude in the response is no way good customer service you don't know why I started a complaint....there's no number for me to call and no responses to my emails and order after a week is still "processed". I just wanted answers and my emails to be replied to. But now I'm very happy that I filed a complaint so that other consumers can see the way you speak to your customers and lie about responding to emails. Your company sells parts for appliances, meaning we are waiting for the money to get repaired thus waiting on the parts you supply, we need it as soon as possible. For now on I'll find my business elsewhere. Sincerely, [redacted]
Our sincere apologies in regards to this order. It was submitted to us in the middle of our business day. We process orders early in the morning. This customer's order was submitted to our distributor on the next business day. In this particular line of business when we...
process orders for thousands of parts for customer's around the US at a immense discount rate to them, we do in fact find out (per the manufacturer) that after the order is submitted to us the parts can be out of stock for a short amount of time or a time allotment that is more than we expected at the time the customer's order is submitted to us.
The order was cancelled per the customer's request and refund was submitted immediately upon cancellation. However due to common practices with refunds, it can take a few business days to show on their end.
Ana
Oliver's Outlet
A full refund has been issued. Our customer service representatives definitely responded to this customer's inquiry about the part in question. See note below:
Hi [redacted],It appears as though item [redacted] is no longer being made by the manufacturer. Item [redacted] is the only...
manufacturer approved replacement at this
time. If this will not work for you you I am sorry to hear that! Please provide the model # and serial # of the appliance this part was intended for. I will then be able
to refund the order. If the factory requires the unit back, they will send a UPS return label within 14 days. If they have not sent a return label by that time, the part
may be discarded. I apologize for the inconvenience this has likely caused.Thank you,
This was sent to the customer the day before the Revdex.com complaint was made so we are unsure of why there is a complaint filed in the first place. Regardless a refund for the price of the part as well as the original shipment method was processed on 8/30/16 at approximately 1:50PM. The customer should see the credit reflected on their account within 3-5 business days.
Regards,
Ana
I am not seeing any emails or messages to our customer service representatives on the website or messaging center. Please provide the dates of any correspondence left for our reps. I am looking into the order status and or refund and will let you know. Thank you, Ana
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 me contingent upon the refund actually being issued. Their business practices are sub-par at best. Their lack of communication until the Revdex.com's involvement was ridiculous. I appreciate all of your help with this situation.
Sincerely,
[redacted]
A no charge replacement was shipped to the customer. It is due for delivery tomorrow (8/17). I will email the tracking information to the customer. Our apologies on the delay. Thank you, Ana
In response to this complaint. Our apologies on the delay of the credit. It was unintentional and we appreciate the heads up. The shipping department updates our system when parts are returned, but does not issue credits. When the credit was attempted on 2/3 the customer...
service agent was unaware that she was over the time limit to perform the credit transaction. I've alerted sales manager of the situation and a credit will be issued via Paypal by EOB today (2/17/16) in the amount of $115.32.
Again our sincere apologies.
I have received the check. A full refund was provided.
Complaint: [redacted]I am rejecting this response because:
The company did not even know there was a problem until I contacted UPS and forwarded this information to the company. We are now over 3 weeks out and I still do not have the merchandise. This complaint cannot be resolved until I have 2 undamaged shelves in my hands.
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 me.
Again, the transaction was refunded on 9/21 with PayPayl transaction ID # [redacted].
This is what PayPal will need in order to see where the funding is at.
If a transaction ID is provided from us to the customer, than the refund has indeed been issued and withdrawn from our account.
At this point there is nothing further that we can do. This is between the cardholder and their financial institution and PayPal.
Regards,
Ana
Complaint: [redacted]I am rejecting this response because:
1. I...
have been charged for a part I have not received.
2. The business has not supplied a purchase order number or any confirmation of order.
3. Business continues to stall and has no customer support number, business phone recording suggests all customer support is to go through the "Contact Us" tab on their reported failed web site.
4. There is an interim credit card dispute on file and after 15 days this will lapse to a binding dispute and the charges will be reversed for reason of failure to supply part.
A refund was issued to the customer's original form of payment on 8/16/17. Even though there was fraud reported on their cc, the refund was accepted by their cc company and fund were withdrawn for the refund from our business account. Below are the transaction details for the refund....
The number on the far left of the cart is the transaction ID. If the customer has had any problems receiving the funds from their cc company they may reference that number. Regards, Ana[redacted]$69.04RefundApprovedNLA1This transaction has been approved.