[redacted] ,I apologize for the inconvenience and for any misinformation that has been presented you I also understand you have been trying to get through by phone and were unsuccessful I apologize, we are revamping our phone systems, and have had a few days the last two weeks with limited coverage while those systems have been updated As mentioned today (February 18th) by phone and by email, unfortunately it is not possible to process a refund to a new card number or account, as our payment system does not allow us to see your credit card number nor to edit your payment method once your order is submitted.In terms of the refund by check, although customer service successfully passed on the request on your behalf, the refund was not approved to be sent by our financial department The customer service agent that you spoke with later on assumed your check would still be on the way and indicated you should wait, as the type of secure check we usually send can take between 7-days to arriveHowever, the refund check was not approved due to the fact that your original payment method on file was successfully refunded on the 27th of January, the same day that we received the item back and restocked it (please see attachment - highlighted green) We have record of your refund being successfully transferred to your account, and to date have no record of that institution attempting to return those funds to our account It is a standard practice for banks and credit card companies to send a check to account holders with surplus funds that are deposited into previously closed accountsOur advice is to please contact your bank or other credit card issuing institution in order to check on the status of such a refund check, or to gain documentation that they have returned, or are in the process of returning, those funds to Owlet In the attachment, your transaction ID number and Authorization Key specific to that refund are highlighted in blue for your and their reference Those have also been sent you by independent email.Again, I apologize for the inconvenience; we'd like to help resolve this, but cannot issue your refund twice, unless we have confirmation that the prior released funds are being returned from your financial institution Please let me know what your financial institution says, and we can go from there.Thank you again for reaching out.All the best,Jacob C***,Co-Founder Owlet Baby Care, Inc
Thank you for reaching out to Owlet Baby CareWe will reach out to the customer on Wednesday, 1/25/17, to arrange a full refund Best regards,David P***, Director of Customer Service
Hi there, I'm writing to close the loop on the complaint filed by [redacted] , Complaint ID [redacted] In my reply to [redacted] I gave my direct email address, so I soon received emails directly clarifying certain detailsWe were able to get the complaint resolved and the customer was refunded for their purchasePlease let me know if you need any further information.-- Kind regards,David GOwlet Care Team
We'd like to apologize to [redacted] She was refunded within our ERM system, called Netsuite, on 2/2/18, and applied to Apple PayAs we researched it this morning, although Netsuite indicated she was refunded, something did not translate over to Apple Pay (we don't normally refund to Apple Pay)We just resubmitted the refund using another program called CyberSource and it looks like the refund went through to card ending Please let us know if anything else is needed on our end.Thank you,David P***, Director of Customer Service
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 Sincerely, [redacted]
We will offer a refund to the customer by submitting a check request to our Accounting departmentIf this is acceptable, please let me knowI will also need the exact name and address of where we will be submitting the checkThank you,David P***
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 Dear Utah BOB staff:I do want to let you know that after this complaint was registered with you the company reached out to me and we worked out a solution to the issueI am satisfied with the resution that was reached.Thank you for getting involved and prompting them to action.Sincerely, [redacted]
BBB, Although the customer is several months out of her one-year parts warranty, we'll reach out to her and send her a replacement sensor at no cost. Thank you,David P***, Director of Customer Care
[redacted] ,I apologize for the inconvenience and for any misinformation that has been presented you I also understand you have been trying to get through by phone and were unsuccessful I apologize, we are revamping our phone systems, and have had a few days the last two weeks with limited coverage while those systems have been updated As mentioned today (February 18th) by phone and by email, unfortunately it is not possible to process a refund to a new card number or account, as our payment system does not allow us to see your credit card number nor to edit your payment method once your order is submitted.In terms of the refund by check, although customer service successfully passed on the request on your behalf, the refund was not approved to be sent by our financial department The customer service agent that you spoke with later on assumed your check would still be on the way and indicated you should wait, as the type of secure check we usually send can take between 7-days to arriveHowever, the refund check was not approved due to the fact that your original payment method on file was successfully refunded on the 27th of January, the same day that we received the item back and restocked it (please see attachment - highlighted green) We have record of your refund being successfully transferred to your account, and to date have no record of that institution attempting to return those funds to our account It is a standard practice for banks and credit card companies to send a check to account holders with surplus funds that are deposited into previously closed accountsOur advice is to please contact your bank or other credit card issuing institution in order to check on the status of such a refund check, or to gain documentation that they have returned, or are in the process of returning, those funds to Owlet In the attachment, your transaction ID number and Authorization Key specific to that refund are highlighted in blue for your and their reference Those have also been sent you by independent email.Again, I apologize for the inconvenience; we'd like to help resolve this, but cannot issue your refund twice, unless we have confirmation that the prior released funds are being returned from your financial institution Please let me know what your financial institution says, and we can go from there.Thank you again for reaching out.All the best,Jacob C***,Co-Founder Owlet Baby Care, Inc
Thank you for reaching out to Owlet Baby CareWe will reach out to the customer on Wednesday, 1/25/17, to arrange a full refund Best regards,David P***, Director of Customer Service
Hi there, I'm writing to close the loop on the complaint filed by [redacted] , Complaint ID [redacted] In my reply to [redacted] I gave my direct email address, so I soon received emails directly clarifying certain detailsWe were able to get the complaint resolved and the customer was refunded for their purchasePlease let me know if you need any further information.-- Kind regards,David GOwlet Care Team
We'd like to apologize to [redacted] She was refunded within our ERM system, called Netsuite, on 2/2/18, and applied to Apple PayAs we researched it this morning, although Netsuite indicated she was refunded, something did not translate over to Apple Pay (we don't normally refund to Apple Pay)We just resubmitted the refund using another program called CyberSource and it looks like the refund went through to card ending Please let us know if anything else is needed on our end.Thank you,David P***, Director of Customer Service
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 Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I did not order a second unitI requested a credit Sincerely, [redacted]
We will offer a refund to the customer by submitting a check request to our Accounting departmentIf this is acceptable, please let me knowI will also need the exact name and address of where we will be submitting the checkThank you,David P***
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 Dear Utah BOB staff:I do want to let you know that after this complaint was registered with you the company reached out to me and we worked out a solution to the issueI am satisfied with the resution that was reached.Thank you for getting involved and prompting them to action.Sincerely, [redacted]
Please have the customer reach out to me directly and we'll honor the shipping refund Thank you,David P***[email protected]
BBB, Although the customer is several months out of her one-year parts warranty, we'll reach out to her and send her a replacement sensor at no cost. Thank you,David P***, Director of Customer Care