Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ This customer placed her order online on 7/6/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 itOn 7/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 processAt this point, YRC's website showed "Estimated Delivery for 7/16"The customer did not call to schedule the appointment nor was an appointment madeHowever, she stayed home on 7/assuming they would just comeOn 7/customer called us back upset that she had stayed home and no delivery cameWe advised her to make the delivery appointment as the freight company will not just show up without oneOn 7/customer refused delivery appointment with YRC and order is now back on its way to our warehouseWe are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing deliveryWe will have no choice but to accept returnWe will process her refund (minus freight costs per our return policy) after the order is back at our warehouseAttached is our customer's paid invoice and our Return Policy
Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Mr***'s order was delivered on 9/2/and was signed for at delivery clean and clear of any damagesIt 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 business daysOn 9/21/(weeks later) Mr [redacted] had emailed our company stating the BBQ Grill's hood was dentedAt 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 installationWe offered to sell Mr [redacted] a replacement hood at our cost ($141.66) plus the cost of shippingMr [redacted] denied our offerMr [redacted] then filed a chargeback with his credit card company for the purchase, for the amount of the replacement hood of $We reluctantly accepted the chargeback for the $to make the customer happy and lost this amount on the saleNot only is the customer to receive a $refund from our company just for his frustration, he is now asking for a free replacement hood which we do not agree withMr [redacted] did not do his due diligence as a consumer and has demands that we cannot meet as the issue is not our faultWe have provided the best possible customer service available for this circumstance Initial Consumer Rebuttal / [redacted] (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 hoodDon't have a new product, but at least I did not pay for a damaged product
Initial Business Response / [redacted] (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 [redacted] 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 [redacted] 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 / [redacted] (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 [redacted] 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 [redacted] Phone: XXX-XXX-XXXX email: [redacted] @yahoo.com Final Business Response / [redacted] (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 / [redacted] (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/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 / [redacted] (1000, 5, 2015/01/01) */ Contact Name and Title: [redacted] 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
Initial Business Response / [redacted] (1000, 5, 2014/06/10) */ Customer's order was for $for BBQ Grill PartsIt is stated both on his invoice and on our website's FAQ's page that parts are non-returnableLink to FAQ's page is http://www.bullbbqdepot.com/faqs-7/Returns.html#faqand copy of invoice is being submitted as wellDuring checkout the customer must also check a box that he has read and understands our terms and conditionsWe 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 / [redacted] (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 purchaseI 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 FEEThe Parts are not opened don't see the issue of taking them back I cannot use themA middle ground would be to take the parts back and give creditI will pay for shipping Final Business Response / [redacted] (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 usAn RMA email will be sent directly to the customer with return instructionsAfter 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 customerHowever, any future parts orders will not be authorized for a returnIf 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 / [redacted] (2000, 11, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ We had a pricing error on our website of $when it was supposed to have been $1,The customer purchased the item at the error priceWe 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 paidThe customer did not want to pay any more so she canceled the order and we refunded herWe do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree withWe have since reached out to the customer and offered to ship them a free Kamado Grill valued at $for her frustration (she would be responsible for shipping fees) but she refused our offer
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ This customer placed her order online on 7/6/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 itOn 7/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 processAt this point, YRC's website showed "Estimated Delivery for 7/16"The customer did not call to schedule the appointment nor was an appointment madeHowever, she stayed home on 7/assuming they would just comeOn 7/customer called us back upset that she had stayed home and no delivery cameWe advised her to make the delivery appointment as the freight company will not just show up without oneOn 7/customer refused delivery appointment with YRC and order is now back on its way to our warehouseWe are incurring extra freight costs due to this customer not scheduling a delivery appointment and refusing deliveryWe will have no choice but to accept returnWe will process her refund (minus freight costs per our return policy) after the order is back at our warehouseAttached is our customer's paid invoice and our Return Policy
Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Mr***'s order was delivered on 9/2/and was signed for at delivery clean and clear of any damagesIt 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 business daysOn 9/21/(weeks later) Mr [redacted] had emailed our company stating the BBQ Grill's hood was dentedAt 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 installationWe offered to sell Mr [redacted] a replacement hood at our cost ($141.66) plus the cost of shippingMr [redacted] denied our offerMr [redacted] then filed a chargeback with his credit card company for the purchase, for the amount of the replacement hood of $We reluctantly accepted the chargeback for the $to make the customer happy and lost this amount on the saleNot only is the customer to receive a $refund from our company just for his frustration, he is now asking for a free replacement hood which we do not agree withMr [redacted] did not do his due diligence as a consumer and has demands that we cannot meet as the issue is not our faultWe have provided the best possible customer service available for this circumstance Initial Consumer Rebuttal / [redacted] (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 hoodDon't have a new product, but at least I did not pay for a damaged product
Initial Business Response / [redacted] (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 [redacted] 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 [redacted] 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 / [redacted] (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 [redacted] 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 [redacted] Phone: XXX-XXX-XXXX email: [redacted] @yahoo.com Final Business Response / [redacted] (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 / [redacted] (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/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 / [redacted] (1000, 5, 2015/01/01) */ Contact Name and Title: [redacted] 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
Initial Business Response / [redacted] (1000, 5, 2014/06/10) */ Customer's order was for $for BBQ Grill PartsIt is stated both on his invoice and on our website's FAQ's page that parts are non-returnableLink to FAQ's page is http://www.bullbbqdepot.com/faqs-7/Returns.html#faqand copy of invoice is being submitted as wellDuring checkout the customer must also check a box that he has read and understands our terms and conditionsWe 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 / [redacted] (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 purchaseI 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 FEEThe Parts are not opened don't see the issue of taking them back I cannot use themA middle ground would be to take the parts back and give creditI will pay for shipping Final Business Response / [redacted] (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 usAn RMA email will be sent directly to the customer with return instructionsAfter 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 customerHowever, any future parts orders will not be authorized for a returnIf 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 / [redacted] (2000, 11, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ We had a pricing error on our website of $when it was supposed to have been $1,The customer purchased the item at the error priceWe 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 paidThe customer did not want to pay any more so she canceled the order and we refunded herWe do not feel our associate was unprofessional or rude, just standing by our policies which the customer did not agree withWe have since reached out to the customer and offered to ship them a free Kamado Grill valued at $for her frustration (she would be responsible for shipping fees) but she refused our offer