Initial Business Response /* (1000, 5, 2015/01/01) */
Contact Name and Title: *** *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@patiosites.com
This is not our customerThe customer that purchased the goods has a different name and the delivery address that we shipped
the goods too does not match what he states in the complaintI do know the goods were delivered and signed for, and I also know that the goods sat at the shipping terminal for over a week because the customer did not contact the shipper to accept deliveryI am not at liberty to speak about the rest of the details on this complaint because this person is not our customerIn addition we would never give a discount for goods being delayed beyond our controlThese goods were delivered timely and that's our obligationThank you let us know if we can help further
Final Consumer Response /* (2000, 9, 2014/10/24) */
Thanks the issue has been resolved and the complaint can be closed
*** ***
Chief Executive Officer
Environmental Pest Services, LLC
Initial Business Response /* (1000, 5, 2015/10/14) */
Ms*** purchased the product from us on 9/11/On 10/5/she spoke with one of our employees asking if she could obtain a return authorizationWe told her the requirements to receive an authorization to return; one of them was
the item had to be in the original packaging, undamagedShe stated she had already tossed the packaging and that it had been ripped but she would be able to try to tape it back togetherAt this point we re-iterated our return policy that the item had to be in re-sellable condition and in the original packaging undamaged and that since she did not meet these requirements we could not accept a return on the product as it is no longer in re-sellable condition due to the packaging being damagedIt is stated on our website before you purchase and on the customer's invoice after purchase the requirements for a return authorization:
What Is Your Return Policy?
We allow returns on any item that was placed on our website, please see the criteria below:
Items must be within days of original purchase date, in original packaging and unused/unopened for a full refund (Minus Shipping Charges)If you need to return something that you ordered please call in and ask for an RMA Number
We have voiced the fact that we cannot break policy for herAttached is the customer's invoice with the Return Policy highlighted as well as a screen shot of the policy on our websiteA link to this is http://www.wholesalepatiostore.com/index.php?a=faqs&cid=7#faq
Initial Business Response /* (1000, 5, 2014/12/11) */
On 12/2/we received a phone call from this customer's girlfriend stating they still had not received their orderAfter confirming the ship to address and email address it was then realized and expressed to her that we had accidentally
shipped the order to a different customer by then same name of *** *** but this customer was located in a different state with FedEx Tracking #XXXXXXXXXXXXWe apologized for the confusion on our part and shipped another grill to the correct *** *** the next day with FedEx tracking #XXXXXXXXXXXXThe grill was delivered to the correct customer on 12/We are sorry for the confusion as expressed over the phone
Initial Consumer Rebuttal /* (3000, 11, 2015/01/05) */
I replied to your email providing the response from the Company on the subject matterIn case you didn't receive the response, I will try to capture the main points of my refusal
When the BarBQ wasn't received after one week I called for a statusI gave my name, email, phone number and reference number to the female agentShe couldn't find shipping info and said she would email a tracking numberI never received an email
I called a few days later and again talked to a female agentShe said that she needed to call somebody for some information and she said she would call me back in approxminutesI never received a call
My girlfriend called a couple days later and she was told they would email a tracking no...they didn't
My girlfriend called the next day and at that time was told that the item was shipped to the wrong *** *** with a different address and email number than that which I provided on the very first callMy girlfriend was told that the item would be shipped FedX the next morning
The BarBQ arrived a week later
In summary, I could have accepted the shipping error had I been given the information on the first callI could have then made a decision to cancel the order or wait out the delayMoreover, the company agents were less than responsible and they never followed up on their promised actionsMy original complaint asked for a full refundThe company's response makes no mention of a proposed settlementIn the spirit of compromise, since I finally have the BarBQ, I'm willing to accept a partial refund if they make an acceptable offer and express contrition
*** ***
Phone: XXX-XXX-XXXX
email: ***@yahoo.com
Final Business Response /* (4000, 13, 2015/01/14) */
After the customer spoke with our shipping department and expressed the issue, we shipped a new grill the following day with FedExThe customer received it on 12/10/After receiving notification that the customer wishes to re-open this case on 1/13/we called the customer and left a message that we are sorry for the frustration this situation has caused and the initial error on our shippingHowever, the customer did receive new product and we have done all we can regarding this matter
Final Consumer Response /* (4200, 17, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim that the grill was shipped in error to *** *** in Wisconsin is hardly plausible(a) Why was it shipped to Wisconsin? (b) is it common practice to ship without an order
(c) the recipient thought it was a gift, put the grill together and kept the grill
Importantly, I received an email 11/17/from the company informing me that $had been charged to my credit card and confirming the correct Florida shipping addressShipping the grill to Wisconsin doesn't make sense
Lastly, receiving an apology on voicemail does not
demonstrate sincerity and certainly left out many of the unacceptable circumstances of the incidentIf you need a list of the unacceptable circumstances, please advise and they will be provided
Initial Business Response /* (1000, 5, 2014/08/11) */
Our invoices and website state that a consumer has 48 hours to declare damage to any product. Mrs. [redacted] received delivery of her order on 6/26 and signed for it clean and clear of any damages. Almost a month later on 7/16, she sent us...
an email stating that there was damage to a unit. As I told her, there is nothing we can do regarding any type of damage after 48 hours. The reason for this is there is no way of us telling how or why the damage occurred as it very well have could been caused by her on site contractor or other personnel. Then, days after this conversation, Mrs. [redacted] reported that another unit had been scratched. After reviewing these photos, it is also a possibility that the unit was scratched when a contractor or someone cut the protective film in order to take it off resulting in damaging the unit. In addition to these instances, Mrs. [redacted] reported on 8/4 that one of the units had a defect as the hinges on the doors did not align. We have requested photos which we have received but are now awaiting measurements so we can pass [redacted] information along to the manufacture of the product to see if we can resolve. If this unit proves to be a manufacture defect we will follow through with a Warranty Claim with the manufacture. Mrs. [redacted] has been made well aware of our policies and we have offered to help her with offering replacement units at our cost plus the cost to ship them to her. We cannot take fault on the damaged items as we are not sure when or how they happened since she signed for them clean weeks before reporting anything.
Initial Business Response /* (1000, 5, 2014/12/11) */
On 12/2/2014 we received a phone call from this customer's girlfriend stating they still had not received their order. After confirming the ship to address and email address it was then realized and expressed to her that we had...
accidentally shipped the order to a different customer by then same name of [redacted] but this customer was located in a different state with FedEx Tracking #XXXXXXXXXXXX. We apologized for the confusion on our part and shipped another grill to the correct [redacted] the next day with FedEx tracking #XXXXXXXXXXXX. The grill was delivered to the correct customer on 12/10. We are sorry for the confusion as expressed over the phone.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/05) */
I replied to your email providing the response from the Company on the subject matter. In case you didn't receive the response, I will try to capture the main points of my refusal.
1. When the BarBQ wasn't received after one week I called for a status. I gave my name, email, phone number and reference number to the female agent. She couldn't find shipping info and said she would email a tracking number. I never received an email.
2. I called a few days later and again talked to a female agent. She said that she needed to call somebody for some information and she said she would call me back in approx. 10 minutes. I never received a call.
3. My girlfriend called a couple days later and she was told they would email a tracking no...they didn't.
4. My girlfriend called the next day and at that time was told that the item was shipped to the wrong [redacted] with a different address and email number than that which I provided on the very first call. My girlfriend was told that the item would be shipped Fed. X the next morning.
5. The BarBQ arrived a week later.
In summary, I could have accepted the shipping error had I been given the information on the first call. I could have then made a decision to cancel the order or wait out the delay. Moreover, the company agents were less than responsible and they never followed up on their promised actions. My original complaint asked for a full refund. The company's response makes no mention of a proposed settlement. In the spirit of compromise, since I finally have the BarBQ, I'm willing to accept a partial refund if they make an acceptable offer and express contrition.
[redacted]
Phone: XXX-XXX-XXXX
email: [redacted]@yahoo.com
Final Business Response /* (4000, 13, 2015/01/14) */
After the customer spoke with our shipping department and expressed the issue, we shipped a new grill the following day with FedEx. The customer received it on 12/10/2014. After receiving notification that the customer wishes to re-open this case on 1/13/2015 we called the customer and left a message that we are sorry for the frustration this situation has caused and the initial error on our shipping. However, the customer did receive new product and we have done all we can regarding this matter.
Final Consumer Response /* (4200, 17, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim that the grill was shipped in error to [redacted] in Wisconsin is hardly plausible. (a) Why was it shipped to Wisconsin? (b) is it common practice to ship without an order
(c) the recipient thought it was a gift, put the grill together and kept the grill.
Importantly, I received an email 11/17/2014 from the company informing me that $109.94 had been charged to my credit card and confirming the correct Florida shipping address. Shipping the grill to Wisconsin doesn't make sense.
Lastly, receiving an apology on voicemail does not
demonstrate sincerity and certainly left out many of the unacceptable circumstances of the incident. If you need a list of the unacceptable circumstances, please advise and they will be provided.
Initial Business Response /* (1000, 5, 2015/07/28) */
This customer placed her order online on 7/6/2015. The order was shipped with YRC Freight tracking #XXX-XXXXXX-x and she was told they would call her to schedule a delivery appointment as she would need to be present to receive delivery and sign...
for it. On 7/15 customer called us asking why she has not yet gotten a phone call and our staff provided her with YRC's phone number so she could call to expedite the appointment making process. At this point, YRC's website showed "Estimated Delivery for 7/16". The customer did not call to schedule the appointment nor was an appointment made. However, she stayed home on 7/16 assuming they would just come. On 7/17 customer called us back upset that she had stayed home and no delivery came. We advised her to make the delivery appointment as the freight company will not just show up without one. On 7/27 customer refused delivery appointment with YRC and order is now back on its way to our warehouse. We are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing delivery. We will have no choice but to accept return. We will process her refund (minus freight costs per our return policy) after the order is back at our warehouse. Attached is our customer's paid invoice and our Return Policy.
Initial Business Response /* (1000, 5, 2016/01/26) */
We had a pricing error on our website of $171 when it was supposed to have been $1,171. The customer purchased the item at the error price. We are required by the manufacture to sell it at a set minimum price, so we had to call the customer back...
to let her know if she still wanted the item we would need to charge her the difference in cost that she already paid. The customer did not want to pay any more so she canceled the order and we refunded her. We do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree with. We have since reached out to the customer and offered to ship them a free Kamado Grill valued at $599.99 for her frustration (she would be responsible for shipping fees) but she refused our offer.
Initial Business Response /* (1000, 5, 2015/01/01) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@patiosites.com
This is not our customer. The customer that purchased the goods has a different name and the delivery address that we shipped the...
goods too does not match what he states in the complaint. I do know the goods were delivered and signed for, and I also know that the goods sat at the shipping terminal for over a week because the customer did not contact the shipper to accept delivery. I am not at liberty to speak about the rest of the details on this complaint because this person is not our customer. In addition we would never give a discount for goods being delayed beyond our control. These goods were delivered timely and that's our obligation. Thank you let us know if we can help further.
Initial Business Response /* (1000, 5, 2015/10/14) */
Ms. [redacted] purchased the product from us on 9/11/2015. On 10/5/2015 she spoke with one of our employees asking if she could obtain a return authorization. We told her the requirements to receive an authorization to return; one of them was the...
item had to be in the original packaging, undamaged. She stated she had already tossed the packaging and that it had been ripped but she would be able to try to tape it back together. At this point we re-iterated our return policy that the item had to be in re-sellable condition and in the original packaging undamaged and that since she did not meet these requirements we could not accept a return on the product as it is no longer in re-sellable condition due to the packaging being damaged. It is stated on our website before you purchase and on the customer's invoice after purchase the requirements for a return authorization:
What Is Your Return Policy?
We allow returns on any item that was placed on our website, please see the criteria below:
Items must be within 45 days of original purchase date, in original packaging and unused/unopened for a full refund (Minus Shipping Charges). If you need to return something that you ordered please call in and ask for an RMA Number.
We have voiced the fact that we cannot break policy for her. Attached is the customer's invoice with the Return Policy highlighted as well as a screen shot of the policy on our website. A link to this is http://www.wholesalepatiostore.com/index.php?a=faqs&cid=7#faq1
Initial Business Response /* (1000, 5, 2015/07/28) */
This customer placed her order online on 7/6/2015. The order was shipped with YRC Freight tracking #XXX-XXXXXX-x and she was told they would call her to schedule a delivery appointment as she would need to be present to receive delivery...
and sign for it. On 7/15 customer called us asking why she has not yet gotten a phone call and our staff provided her with YRC's phone number so she could call to expedite the appointment making process. At this point, YRC's website showed "Estimated Delivery for 7/16". The customer did not call to schedule the appointment nor was an appointment made. However, she stayed home on 7/16 assuming they would just come. On 7/17 customer called us back upset that she had stayed home and no delivery came. We advised her to make the delivery appointment as the freight company will not just show up without one. On 7/27 customer refused delivery appointment with YRC and order is now back on its way to our warehouse. We are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing delivery. We will have no choice but to accept return. We will process her refund (minus freight costs per our return policy) after the order is back at our warehouse. Attached is our customer's paid invoice and our Return Policy.
Initial Business Response /* (1000, 5, 2014/06/10) */
Customer's order was for $92.95 for BBQ Grill Parts. It is stated both on his invoice and on our website's FAQ's page that parts are non-returnable. Link to FAQ's page is http://www.bullbbqdepot.com/faqs-7/Returns.html#faq1 and copy of...
invoice is being submitted as well. During checkout the customer must also check a box that he has read and understands our terms and conditions. We provide our phone number on our website as well if the customer has any questions if he is ordering the correct part for his BBQ grill.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The invoice does state that parts are not returnable That does not help the situation since you do not get the invoice until after you make your purchase. I don't know how may consumers go into the details of FACTS on the web site, but I do know most do see the bold statement regarding NO HASSLE RETURNS, NO RESTOCKING FEE. The Parts are not opened don't see the issue of taking them back I cannot use them. A middle ground would be to take the parts back and give credit. I will pay for shipping
Final Business Response /* (4000, 9, 2014/06/20) */
We will authorize a return on these parts if the consumer orders the correct parts and pays to ship the parts he ordered by mistake back to us. An RMA email will be sent directly to the customer with return instructions. After inspection, if it is confirmed the parts have not been installed, damaged or used we will issue a refund minus the actual shipping cost to send these to the customer. However, any future parts orders will not be authorized for a return. If the customer has any questions if the parts they want to order are correct please call our parts department at (XXX) XXX-XXXX and they will be happy to assist.
Final Consumer Response /* (2000, 11, 2014/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/10/16) */
Mr. [redacted]'s order was delivered on 9/2/2014 and was signed for at delivery clean and clear of any damages. It is stated both on our website and on the invoice that damages must be reported at delivery and any concealed damages must be...
reported within 2 business days. On 9/21/2014 (3 weeks later) Mr. [redacted] had emailed our company stating the BBQ Grill's hood was dented. At that time we replied with our policy guidelines stating there was not much we can do since the item was signed for clear of any damages and we cannot tell when the damage occurred as it very well could have happened after delivery or during installation. We offered to sell Mr. [redacted] a replacement hood at our cost ($141.66) plus the cost of shipping. Mr. [redacted] denied our offer. Mr. [redacted] then filed a chargeback with his credit card company for the purchase, for the amount of the replacement hood of $141. We reluctantly accepted the chargeback for the $141 to make the customer happy and lost this amount on the sale. Not only is the customer to receive a $141 refund from our company just for his frustration, he is now asking for a free replacement hood which we do not agree with. Mr. [redacted] did not do his due diligence as a consumer and has demands that we cannot meet as the issue is not our fault. We have provided the best possible customer service available for this circumstance.
Initial Consumer Rebuttal /* (2000, 8, 2014/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
PatioSites.com credited the amount paid for the dented hood. Don't have a new product, but at least I did not pay for a damaged product.
Initial Business Response /* (1000, 5, 2016/01/26) */
We had a pricing error on our website of $171 when it was supposed to have been $1,171. The customer purchased the item at the error price. We are required by the manufacture to sell it at a set minimum price, so we had to call the...
customer back to let her know if she still wanted the item we would need to charge her the difference in cost that she already paid. The customer did not want to pay any more so she canceled the order and we refunded her. We do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree with. We have since reached out to the customer and offered to ship them a free Kamado Grill valued at $599.99 for her frustration (she would be responsible for shipping fees) but she refused our offer.
Initial Business Response /* (1000, 5, 2014/07/07) */
Mr. [redacted] did receive his delivery on 5/23 and reported damage to us on 5/26. He was informed that we would need to file a damage claim with the shipping carrier on his behalf and that we did note the item was signed for free and clear...
of damages on 5/23. Mr. [redacted] was informed that if the claim was honored by the shipping carrier we would be able to issue him a refund of the purchase per his request instead of shipping him a new unit (but only if the claim is honored). Mr. [redacted] had advised that the damage inspector had come out to assess the damaged item on 6/7. On 6/26 Mr. [redacted] was informed that the shipping company had denied the claim due to him signing free and clear. The damage inspector felt that the damage could have been done at any point after the delivery was made from the date he received it to the date he reported the damage. To help the customer, we have offered a $100 store credit to anything sold on our website, along with a replacement part that would replace the damaged part of his item. We have been in close contact with the customer through the entire purchase to claims process and feel we have provided excellent customer service. Attached is our entire email correspondence with Mr. [redacted] and the delivery report with his signature.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that the carrier states it is not possible to know if it was damaged in transit or after I received it is ultimately irrelevant to my issue. I made no assertion as to when the item was damaged. I received the item in its original packaging unopened. It is possible the grill was cracked before it was picked up by the carrier. It is possible the grill was cracked in transit. I don't know which is the case. The retailor has completely avoided the possibility that it was cracked from the manufacturer or in their care. The carrier saying "we didn't do it" isn't proof if anything.
The relevant issue here is I certainly received a grill that was cracked and I certainly DID NOT crack it myself accidentally or intentionally. As for the offer of $100 I find it insulting to be offered $100 in the form of a store credit by a retailor that I wouldn't do business with again in the future.
As for the replacement part, it doesn't help me because as I informed the retailor I had already replaced the item locally after I had a phone conversation with an employee of the retailor on May 24th the same day I discovered the damage.
Final Business Response /* (4000, 9, 2014/07/22) */
We have a policy that all damages must be inspected and noted upon delivery. It is not guaranteed that a claim will be honored if reported after the delivery is made. Inspecting the goods before signing for delivery insures that the item was received in good condition. We have in good faith ordered the part to fix the item and have it available in our store to ship to make the item undamaged. The customer did not contact us prior about purchasing a new unit from another business before he did so. The fact that he bought a new unit from a different company is irrelevant to our business transaction. We have the part he needs and are still offering the $100 credit as a bonus. He received what he paid for and in addition we are offering a $100 compensation.
Final Consumer Response /* (4200, 11, 2014/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is factually incorrect that I didn't inform this company that the item was damaged and that I had purchased a new unit locally. I called their office the day after delivery and specifically informed them that I was going to purchase a new unit. I also informed them via email of the same. Saying that they didn't know I had done that is simply a lie. If you'd like to see it I still have the email stating that I didn't want a replacement.
I didn't get what I paid for. I received a broken grill. The $100 compensation is a joke. Keep your gift certificate. Why would I EVER do business with a company like yours again for ANY REASON.
I'm really tired of arguing about this. Send me the replacement bottom unit so that I can try and sell it to recoup my money and lets never communicate again after that.
Initial Business Response /* (1000, 5, 2015/01/01) */
Contact Name and Title: *** *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@patiosites.com
This is not our customerThe customer that purchased the goods has a different name and the delivery address that we shipped
the goods too does not match what he states in the complaintI do know the goods were delivered and signed for, and I also know that the goods sat at the shipping terminal for over a week because the customer did not contact the shipper to accept deliveryI am not at liberty to speak about the rest of the details on this complaint because this person is not our customerIn addition we would never give a discount for goods being delayed beyond our controlThese goods were delivered timely and that's our obligationThank you let us know if we can help further
Final Consumer Response /* (2000, 9, 2014/10/24) */
Thanks the issue has been resolved and the complaint can be closed
*** ***
Chief Executive Officer
Environmental Pest Services, LLC
Initial Business Response /* (1000, 5, 2015/10/14) */
Ms*** purchased the product from us on 9/11/On 10/5/she spoke with one of our employees asking if she could obtain a return authorizationWe told her the requirements to receive an authorization to return; one of them was
the item had to be in the original packaging, undamagedShe stated she had already tossed the packaging and that it had been ripped but she would be able to try to tape it back togetherAt this point we re-iterated our return policy that the item had to be in re-sellable condition and in the original packaging undamaged and that since she did not meet these requirements we could not accept a return on the product as it is no longer in re-sellable condition due to the packaging being damagedIt is stated on our website before you purchase and on the customer's invoice after purchase the requirements for a return authorization:
What Is Your Return Policy?
We allow returns on any item that was placed on our website, please see the criteria below:
Items must be within days of original purchase date, in original packaging and unused/unopened for a full refund (Minus Shipping Charges)If you need to return something that you ordered please call in and ask for an RMA Number
We have voiced the fact that we cannot break policy for herAttached is the customer's invoice with the Return Policy highlighted as well as a screen shot of the policy on our websiteA link to this is http://www.wholesalepatiostore.com/index.php?a=faqs&cid=7#faq
Initial Business Response /* (1000, 5, 2014/12/11) */
On 12/2/we received a phone call from this customer's girlfriend stating they still had not received their orderAfter confirming the ship to address and email address it was then realized and expressed to her that we had accidentally
shipped the order to a different customer by then same name of *** *** but this customer was located in a different state with FedEx Tracking #XXXXXXXXXXXXWe apologized for the confusion on our part and shipped another grill to the correct *** *** the next day with FedEx tracking #XXXXXXXXXXXXThe grill was delivered to the correct customer on 12/We are sorry for the confusion as expressed over the phone
Initial Consumer Rebuttal /* (3000, 11, 2015/01/05) */
I replied to your email providing the response from the Company on the subject matterIn case you didn't receive the response, I will try to capture the main points of my refusal
When the BarBQ wasn't received after one week I called for a statusI gave my name, email, phone number and reference number to the female agentShe couldn't find shipping info and said she would email a tracking numberI never received an email
I called a few days later and again talked to a female agentShe said that she needed to call somebody for some information and she said she would call me back in approxminutesI never received a call
My girlfriend called a couple days later and she was told they would email a tracking no...they didn't
My girlfriend called the next day and at that time was told that the item was shipped to the wrong *** *** with a different address and email number than that which I provided on the very first callMy girlfriend was told that the item would be shipped FedX the next morning
The BarBQ arrived a week later
In summary, I could have accepted the shipping error had I been given the information on the first callI could have then made a decision to cancel the order or wait out the delayMoreover, the company agents were less than responsible and they never followed up on their promised actionsMy original complaint asked for a full refundThe company's response makes no mention of a proposed settlementIn the spirit of compromise, since I finally have the BarBQ, I'm willing to accept a partial refund if they make an acceptable offer and express contrition
*** ***
Phone: XXX-XXX-XXXX
email: ***@yahoo.com
Final Business Response /* (4000, 13, 2015/01/14) */
After the customer spoke with our shipping department and expressed the issue, we shipped a new grill the following day with FedExThe customer received it on 12/10/After receiving notification that the customer wishes to re-open this case on 1/13/we called the customer and left a message that we are sorry for the frustration this situation has caused and the initial error on our shippingHowever, the customer did receive new product and we have done all we can regarding this matter
Final Consumer Response /* (4200, 17, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim that the grill was shipped in error to *** *** in Wisconsin is hardly plausible(a) Why was it shipped to Wisconsin? (b) is it common practice to ship without an order
(c) the recipient thought it was a gift, put the grill together and kept the grill
Importantly, I received an email 11/17/from the company informing me that $had been charged to my credit card and confirming the correct Florida shipping addressShipping the grill to Wisconsin doesn't make sense
Lastly, receiving an apology on voicemail does not
demonstrate sincerity and certainly left out many of the unacceptable circumstances of the incidentIf you need a list of the unacceptable circumstances, please advise and they will be provided
Initial Business Response /* (1000, 5, 2014/08/11) */
Our invoices and website state that a consumer has 48 hours to declare damage to any product. Mrs. [redacted] received delivery of her order on 6/26 and signed for it clean and clear of any damages. Almost a month later on 7/16, she sent us...
an email stating that there was damage to a unit. As I told her, there is nothing we can do regarding any type of damage after 48 hours. The reason for this is there is no way of us telling how or why the damage occurred as it very well have could been caused by her on site contractor or other personnel. Then, days after this conversation, Mrs. [redacted] reported that another unit had been scratched. After reviewing these photos, it is also a possibility that the unit was scratched when a contractor or someone cut the protective film in order to take it off resulting in damaging the unit. In addition to these instances, Mrs. [redacted] reported on 8/4 that one of the units had a defect as the hinges on the doors did not align. We have requested photos which we have received but are now awaiting measurements so we can pass [redacted] information along to the manufacture of the product to see if we can resolve. If this unit proves to be a manufacture defect we will follow through with a Warranty Claim with the manufacture. Mrs. [redacted] has been made well aware of our policies and we have offered to help her with offering replacement units at our cost plus the cost to ship them to her. We cannot take fault on the damaged items as we are not sure when or how they happened since she signed for them clean weeks before reporting anything.
Initial Business Response /* (1000, 5, 2014/12/11) */
On 12/2/2014 we received a phone call from this customer's girlfriend stating they still had not received their order. After confirming the ship to address and email address it was then realized and expressed to her that we had...
accidentally shipped the order to a different customer by then same name of [redacted] but this customer was located in a different state with FedEx Tracking #XXXXXXXXXXXX. We apologized for the confusion on our part and shipped another grill to the correct [redacted] the next day with FedEx tracking #XXXXXXXXXXXX. The grill was delivered to the correct customer on 12/10. We are sorry for the confusion as expressed over the phone.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/05) */
I replied to your email providing the response from the Company on the subject matter. In case you didn't receive the response, I will try to capture the main points of my refusal.
1. When the BarBQ wasn't received after one week I called for a status. I gave my name, email, phone number and reference number to the female agent. She couldn't find shipping info and said she would email a tracking number. I never received an email.
2. I called a few days later and again talked to a female agent. She said that she needed to call somebody for some information and she said she would call me back in approx. 10 minutes. I never received a call.
3. My girlfriend called a couple days later and she was told they would email a tracking no...they didn't.
4. My girlfriend called the next day and at that time was told that the item was shipped to the wrong [redacted] with a different address and email number than that which I provided on the very first call. My girlfriend was told that the item would be shipped Fed. X the next morning.
5. The BarBQ arrived a week later.
In summary, I could have accepted the shipping error had I been given the information on the first call. I could have then made a decision to cancel the order or wait out the delay. Moreover, the company agents were less than responsible and they never followed up on their promised actions. My original complaint asked for a full refund. The company's response makes no mention of a proposed settlement. In the spirit of compromise, since I finally have the BarBQ, I'm willing to accept a partial refund if they make an acceptable offer and express contrition.
[redacted]
Phone: XXX-XXX-XXXX
email: [redacted]@yahoo.com
Final Business Response /* (4000, 13, 2015/01/14) */
After the customer spoke with our shipping department and expressed the issue, we shipped a new grill the following day with FedEx. The customer received it on 12/10/2014. After receiving notification that the customer wishes to re-open this case on 1/13/2015 we called the customer and left a message that we are sorry for the frustration this situation has caused and the initial error on our shipping. However, the customer did receive new product and we have done all we can regarding this matter.
Final Consumer Response /* (4200, 17, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim that the grill was shipped in error to [redacted] in Wisconsin is hardly plausible. (a) Why was it shipped to Wisconsin? (b) is it common practice to ship without an order
(c) the recipient thought it was a gift, put the grill together and kept the grill.
Importantly, I received an email 11/17/2014 from the company informing me that $109.94 had been charged to my credit card and confirming the correct Florida shipping address. Shipping the grill to Wisconsin doesn't make sense.
Lastly, receiving an apology on voicemail does not
demonstrate sincerity and certainly left out many of the unacceptable circumstances of the incident. If you need a list of the unacceptable circumstances, please advise and they will be provided.
Initial Business Response /* (1000, 5, 2015/07/28) */
This customer placed her order online on 7/6/2015. The order was shipped with YRC Freight tracking #XXX-XXXXXX-x and she was told they would call her to schedule a delivery appointment as she would need to be present to receive delivery and sign...
for it. On 7/15 customer called us asking why she has not yet gotten a phone call and our staff provided her with YRC's phone number so she could call to expedite the appointment making process. At this point, YRC's website showed "Estimated Delivery for 7/16". The customer did not call to schedule the appointment nor was an appointment made. However, she stayed home on 7/16 assuming they would just come. On 7/17 customer called us back upset that she had stayed home and no delivery came. We advised her to make the delivery appointment as the freight company will not just show up without one. On 7/27 customer refused delivery appointment with YRC and order is now back on its way to our warehouse. We are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing delivery. We will have no choice but to accept return. We will process her refund (minus freight costs per our return policy) after the order is back at our warehouse. Attached is our customer's paid invoice and our Return Policy.
Initial Business Response /* (1000, 5, 2016/01/26) */
We had a pricing error on our website of $171 when it was supposed to have been $1,171. The customer purchased the item at the error price. We are required by the manufacture to sell it at a set minimum price, so we had to call the customer back...
to let her know if she still wanted the item we would need to charge her the difference in cost that she already paid. The customer did not want to pay any more so she canceled the order and we refunded her. We do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree with. We have since reached out to the customer and offered to ship them a free Kamado Grill valued at $599.99 for her frustration (she would be responsible for shipping fees) but she refused our offer.
Initial Business Response /* (1000, 5, 2015/01/01) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@patiosites.com
This is not our customer. The customer that purchased the goods has a different name and the delivery address that we shipped the...
goods too does not match what he states in the complaint. I do know the goods were delivered and signed for, and I also know that the goods sat at the shipping terminal for over a week because the customer did not contact the shipper to accept delivery. I am not at liberty to speak about the rest of the details on this complaint because this person is not our customer. In addition we would never give a discount for goods being delayed beyond our control. These goods were delivered timely and that's our obligation. Thank you let us know if we can help further.
Initial Business Response /* (1000, 5, 2015/10/14) */
Ms. [redacted] purchased the product from us on 9/11/2015. On 10/5/2015 she spoke with one of our employees asking if she could obtain a return authorization. We told her the requirements to receive an authorization to return; one of them was the...
item had to be in the original packaging, undamaged. She stated she had already tossed the packaging and that it had been ripped but she would be able to try to tape it back together. At this point we re-iterated our return policy that the item had to be in re-sellable condition and in the original packaging undamaged and that since she did not meet these requirements we could not accept a return on the product as it is no longer in re-sellable condition due to the packaging being damaged. It is stated on our website before you purchase and on the customer's invoice after purchase the requirements for a return authorization:
What Is Your Return Policy?
We allow returns on any item that was placed on our website, please see the criteria below:
Items must be within 45 days of original purchase date, in original packaging and unused/unopened for a full refund (Minus Shipping Charges). If you need to return something that you ordered please call in and ask for an RMA Number.
We have voiced the fact that we cannot break policy for her. Attached is the customer's invoice with the Return Policy highlighted as well as a screen shot of the policy on our website. A link to this is http://www.wholesalepatiostore.com/index.php?a=faqs&cid=7#faq1
Initial Business Response /* (1000, 5, 2015/07/28) */
This customer placed her order online on 7/6/2015. The order was shipped with YRC Freight tracking #XXX-XXXXXX-x and she was told they would call her to schedule a delivery appointment as she would need to be present to receive delivery...
and sign for it. On 7/15 customer called us asking why she has not yet gotten a phone call and our staff provided her with YRC's phone number so she could call to expedite the appointment making process. At this point, YRC's website showed "Estimated Delivery for 7/16". The customer did not call to schedule the appointment nor was an appointment made. However, she stayed home on 7/16 assuming they would just come. On 7/17 customer called us back upset that she had stayed home and no delivery came. We advised her to make the delivery appointment as the freight company will not just show up without one. On 7/27 customer refused delivery appointment with YRC and order is now back on its way to our warehouse. We are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing delivery. We will have no choice but to accept return. We will process her refund (minus freight costs per our return policy) after the order is back at our warehouse. Attached is our customer's paid invoice and our Return Policy.
Initial Business Response /* (1000, 5, 2014/06/10) */
Customer's order was for $92.95 for BBQ Grill Parts. It is stated both on his invoice and on our website's FAQ's page that parts are non-returnable. Link to FAQ's page is http://www.bullbbqdepot.com/faqs-7/Returns.html#faq1 and copy of...
invoice is being submitted as well. During checkout the customer must also check a box that he has read and understands our terms and conditions. We provide our phone number on our website as well if the customer has any questions if he is ordering the correct part for his BBQ grill.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The invoice does state that parts are not returnable That does not help the situation since you do not get the invoice until after you make your purchase. I don't know how may consumers go into the details of FACTS on the web site, but I do know most do see the bold statement regarding NO HASSLE RETURNS, NO RESTOCKING FEE. The Parts are not opened don't see the issue of taking them back I cannot use them. A middle ground would be to take the parts back and give credit. I will pay for shipping
Final Business Response /* (4000, 9, 2014/06/20) */
We will authorize a return on these parts if the consumer orders the correct parts and pays to ship the parts he ordered by mistake back to us. An RMA email will be sent directly to the customer with return instructions. After inspection, if it is confirmed the parts have not been installed, damaged or used we will issue a refund minus the actual shipping cost to send these to the customer. However, any future parts orders will not be authorized for a return. If the customer has any questions if the parts they want to order are correct please call our parts department at (XXX) XXX-XXXX and they will be happy to assist.
Final Consumer Response /* (2000, 11, 2014/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/10/16) */
Mr. [redacted]'s order was delivered on 9/2/2014 and was signed for at delivery clean and clear of any damages. It is stated both on our website and on the invoice that damages must be reported at delivery and any concealed damages must be...
reported within 2 business days. On 9/21/2014 (3 weeks later) Mr. [redacted] had emailed our company stating the BBQ Grill's hood was dented. At that time we replied with our policy guidelines stating there was not much we can do since the item was signed for clear of any damages and we cannot tell when the damage occurred as it very well could have happened after delivery or during installation. We offered to sell Mr. [redacted] a replacement hood at our cost ($141.66) plus the cost of shipping. Mr. [redacted] denied our offer. Mr. [redacted] then filed a chargeback with his credit card company for the purchase, for the amount of the replacement hood of $141. We reluctantly accepted the chargeback for the $141 to make the customer happy and lost this amount on the sale. Not only is the customer to receive a $141 refund from our company just for his frustration, he is now asking for a free replacement hood which we do not agree with. Mr. [redacted] did not do his due diligence as a consumer and has demands that we cannot meet as the issue is not our fault. We have provided the best possible customer service available for this circumstance.
Initial Consumer Rebuttal /* (2000, 8, 2014/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
PatioSites.com credited the amount paid for the dented hood. Don't have a new product, but at least I did not pay for a damaged product.
Final Consumer Response /* (2000, 9, 2015/07/02) */
This has been resolved to my satisfaction
Initial Business Response /* (1000, 5, 2016/01/26) */
We had a pricing error on our website of $171 when it was supposed to have been $1,171. The customer purchased the item at the error price. We are required by the manufacture to sell it at a set minimum price, so we had to call the...
customer back to let her know if she still wanted the item we would need to charge her the difference in cost that she already paid. The customer did not want to pay any more so she canceled the order and we refunded her. We do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree with. We have since reached out to the customer and offered to ship them a free Kamado Grill valued at $599.99 for her frustration (she would be responsible for shipping fees) but she refused our offer.
Initial Business Response /* (1000, 5, 2014/07/07) */
Mr. [redacted] did receive his delivery on 5/23 and reported damage to us on 5/26. He was informed that we would need to file a damage claim with the shipping carrier on his behalf and that we did note the item was signed for free and clear...
of damages on 5/23. Mr. [redacted] was informed that if the claim was honored by the shipping carrier we would be able to issue him a refund of the purchase per his request instead of shipping him a new unit (but only if the claim is honored). Mr. [redacted] had advised that the damage inspector had come out to assess the damaged item on 6/7. On 6/26 Mr. [redacted] was informed that the shipping company had denied the claim due to him signing free and clear. The damage inspector felt that the damage could have been done at any point after the delivery was made from the date he received it to the date he reported the damage. To help the customer, we have offered a $100 store credit to anything sold on our website, along with a replacement part that would replace the damaged part of his item. We have been in close contact with the customer through the entire purchase to claims process and feel we have provided excellent customer service. Attached is our entire email correspondence with Mr. [redacted] and the delivery report with his signature.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that the carrier states it is not possible to know if it was damaged in transit or after I received it is ultimately irrelevant to my issue. I made no assertion as to when the item was damaged. I received the item in its original packaging unopened. It is possible the grill was cracked before it was picked up by the carrier. It is possible the grill was cracked in transit. I don't know which is the case. The retailor has completely avoided the possibility that it was cracked from the manufacturer or in their care. The carrier saying "we didn't do it" isn't proof if anything.
The relevant issue here is I certainly received a grill that was cracked and I certainly DID NOT crack it myself accidentally or intentionally. As for the offer of $100 I find it insulting to be offered $100 in the form of a store credit by a retailor that I wouldn't do business with again in the future.
As for the replacement part, it doesn't help me because as I informed the retailor I had already replaced the item locally after I had a phone conversation with an employee of the retailor on May 24th the same day I discovered the damage.
Final Business Response /* (4000, 9, 2014/07/22) */
We have a policy that all damages must be inspected and noted upon delivery. It is not guaranteed that a claim will be honored if reported after the delivery is made. Inspecting the goods before signing for delivery insures that the item was received in good condition. We have in good faith ordered the part to fix the item and have it available in our store to ship to make the item undamaged. The customer did not contact us prior about purchasing a new unit from another business before he did so. The fact that he bought a new unit from a different company is irrelevant to our business transaction. We have the part he needs and are still offering the $100 credit as a bonus. He received what he paid for and in addition we are offering a $100 compensation.
Final Consumer Response /* (4200, 11, 2014/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is factually incorrect that I didn't inform this company that the item was damaged and that I had purchased a new unit locally. I called their office the day after delivery and specifically informed them that I was going to purchase a new unit. I also informed them via email of the same. Saying that they didn't know I had done that is simply a lie. If you'd like to see it I still have the email stating that I didn't want a replacement.
I didn't get what I paid for. I received a broken grill. The $100 compensation is a joke. Keep your gift certificate. Why would I EVER do business with a company like yours again for ANY REASON.
I'm really tired of arguing about this. Send me the replacement bottom unit so that I can try and sell it to recoup my money and lets never communicate again after that.