Perfect Aqua Purifier

I have attached proof of the refund that was directly applied through our Merchant. This was for $149.85. If [redacted] was promised a refund of $9.95 for shipping, the representative never informed a manager, as we do have to pre-approve shipping charges, since these are non-refundable. Since he was told this was going to be refunded, I will move forward with honoring this and informing the Merchant to refund $9.95 immediately. [redacted] Customer Service Assistant Manager

[redacted] purchased our promotional offer for 1 Free Clearly Filtered Water Pitcher with just paying shipping and handling for $9.95 on 1/20/2016. In 30 days our customer is billed $149.85 for 3 filters which is on 2/19/2016  and every 6 months after, until cancelled. We have shipped...

package to [redacted], GA 30281-[redacted] with tracking [redacted] for the pitcher and UPS tracking number for the filters is [redacted].  We have a 60-day return policy, so if our customer is seeking a full refund of $149.85, they would need to return our Clearly Filtered Water Pitcher along with the 3 replacement filters by 4/19/2016. Once we receive the water pitcher and filters, we will issue the credit of $149.85 immediately if received on time. I do see they spoke via phone to [redacted] on 2/27/2016. She did offer downgrade and return options, but the customer refused these options. We do not offer the filters for the price point that [redacted] has stated, if the customer can provide where this was seen, so I can track down this source. Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/  
Ashley M.
Customer Service Assistant Manager

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.
Regards,
[redacted]
From: [redacted] [mailto:[redacted]] Sent: Saturday, March 26, 2016 11:29 AMTo: info <[email protected]>Subject: RE: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
 
To Revdex.com:
I would like to inform you that I have received the refund owed me by Pure Aqua Purifier. The money was received last night in my account 25 March 2016.  Thank you for your assistance in this matter as without it I believe Pure Aqua Purifier had no intention of returning my money.  Again, Thank You.

[redacted] purchased our promotional offer for 1 Free Clearly Filtered Water Pitcher with just paying shipping and handling for $9.95 on 11/22/2015. In 45 days our customer is billed $149.85 for 3 filters which is on 1/5/2016 and every 6 months after, until cancelled. We have a 60-day return...

policy, so if our customer is seeking a full refund of $149.85, they would need to return our Clearly Filtered Water Pitcher along with the 3 replacement filters by 4/5/2016. The tracking number shows the filters were shipped via UPS using tracking #[redacted] to [redacted] 91006. Once we receive the filters, we will issue the credit of $149.85 immediately if received on time. He also purchased our Clearly Filtered Personal Bottle and Clearly Filtered Personal Bottle Filter for $46.95 and $34.95 on 11/23/2015. I have issued a refund for the returned bottle filter in the amount of $34.95. There is a dispute in place for the $46.9 for the personal water bottle. The pitcher, personal bottle, and bottle filter package are returned, customer will need to cancel dispute with bank, with proof by Fax or email, and we will refund customer on our end. 
Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/
 
[redacted] 
Customer Service Assistant Manager

[redacted] contacted us about a refund in the amount of $149.85 from an order of 3 pitcher filters on 12/21/2015, he has returned the filters to us. I do see that another Supervisor forwarded over the refund to be processed on 3/22/2015 due to the charge being past 60-days. The refund will be...

applied back into the bank account within 3-5 business days, this includes bank processing.  
[redacted]
Customer Service Assistant Manager

Complaint: [redacted]
I am rejecting this response because:The statement from [redacted] about being past 60 days, I dispute.  From the time I made the purchase to the time I returned the products was 47 calendar days and 54 calendar days from date from order to receipt from USPS the products were delivered back to Perfect Water Purifier. The delay seems to be with the company and all the excuses they have provided to us over the course of 17 total calls to them to try and get my refund.  As of today 3/29/16, there has not been a credit posted back to my account and the total refund due is $159.90 = $9.95 for the pitcher and $149.95 for the filters totaling $159.90. Until the refund has been received, this matter is not closed.  I have been told several times by this company a supervisor would call back...to date, no one has called back.  Their excuses and untruths, should not go unnoticed.  This seems to be a current pattern for this company.  I hope the Revdex.com can resolve with this company and I can finally receive my refund.  I have been told many times,  they have contact the merchant for the refund...they seem to have washed their hands of any accountability.
Regards,

[redacted]

[redacted] has been refunded for $149.85 for 3 pitcher filters that were returned to us. I do see that there were issues that took place within USPS delivery, and Miss [redacted] did contact Luis and Ashley H. to reship the filters just as long as UPS would be the main deliverer. 
Since...

then, we have again received the filters back in stock and have had a previous request for a full refund. I have forwarded the $149.85 to our Merchant Account, who will issue the refund by the end of today. Please keep in mind it can take 2-3 business days due to bank processing. When customers contact us and their charge is past 60-days, it is required that a Manager send the information for the refund over to the Merchant, otherwise the customer will not be refunded.  
[redacted].
Customer Service Assistant Manager

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 12/5/2015. Our customer agreed to take this offer for a free water pitcher at $9.95 for shipping and handling and then be charged at the 45th day of purchase date, which was 1/4/2016...

for 3 filter replacements at $49.95 each, which adds up to $149.85.  We have shipped package to[redacted]
[redacted]
[redacted] with tracking #[redacted] for the pitcher and tracking # [redacted] for the 3 pitcher filters. We have a 90-day return policy, therefore customer has until 4/4/2016 to return product for a full refund. Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/
[redacted]

[redacted] has previously contacted our company in regards to a refund for 3 filters we have received as a return in the amount of $149.85.
Since we had received the items, I do not see the customer was added by our returns department for a refund. When Celia refunded the amount, he was...

outside of the 60-day refund policy and the refund was sent over to a Manager and forwarded directly to the Merchant. The invoice that Mr. [redacted] received from [redacted] was invalid, as the refunded payment from the representative was never fully processed. I will contact the Merchant again today, and have them send me an invoice to show proof. We have had difficulties recently with our Merchant Account processing refunds in a timely manner and I will stay on top of this. When I receive a response, I will forward Mr. [redacted] a copy of the direct invoice and transaction ID. This will be tomorrow morning. [redacted]
Customer Service Assistant Manager

center;">      DATE: 12/11/15 Re: [redacted] TO: [redacted]/ Dispute Resolution Specialist Our mutual customer [redacted] purchased our promotional offer for 1 Free Clearly Filtered Water Pitcher with just paying shipping and handling for $9.95 on 10/9/2015. He also purchased our Clearly Filtered Water Bottle for $46.95 on the same day. We did speak to the customer and explained the promotional offer of the FREE pitcher. The customer was not satisfied and requested a Return Shipping Label so he may return all items and receive a refund. We have did send the label to his email address provided and his membership for future filters was cancelled so there are no future charges. We did explain that the only refund that he would receive is for the 3 filters and water bottle as the $9.95 is nonrefundable due to shipping charges. We have not yet received the items back to our warehouse. Our Terms of Service can be found at: [redacted] Please review and contact me if you have any further questions. [redacted] Assistant Manager Contact our support team at:[redacted]                                         ...⇄ Phone: [redacted]                                         ...⇄      Fax: [redacted]                         Hours of Operation: Monday - Friday: 9am - 5pm CST

I have forwarded your refund to the merchant once again. We have previously sent over the refund and it had not been processed. Please allow 2-3 business days for the refunds of $9.95 and $149.85 to refund due to bank processing. I apologize about the merchant delay. [redacted]Customer Service...

Assistant Manager

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.
Regards,
[redacted]

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.
Regards,
[redacted]

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.
Regards,
[redacted]
thank you for your help, I could have never resolved it without your help!

[redacted] has been refunded the amount of $149.85 back to his account for the returned filters. When a customer is past 60-days, representatives are to forward over customers to a Manager and we move forth with forwarding the refunds to our Merchant. Any amount attempted to be processed past 60-days will not process properly. [redacted]Customer Service Assistant Manager

Based off the name, address, and email submitted for the complaint we are unable to find an account.
Is there any other names, emails, or last 4 digits of the credit card?
 
[redacted]
Customer Service Assistant Manager

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.
Regards,
[redacted]

[redacted] was informed by our representative back on November 17th, 2015 of the Terms of Service refund policy. She also stated that she would contact us after, with her decision to keep or return. We never heard back from Miss [redacted], and unfortunately, she is long outside of the refund policy. The first time we were contacted after the initial contact was on 2/3/2016.
The refund policy is located within our Terms of Service on our website, [redacted]
 
[redacted] 
Customer Service Assistant Manager

[redacted] has previously contacted our company in regards to a refund for a single water bottle we have received as a return in the amount of $46.95.Since we had received the items, I do not see the customer was added by our returns department for a refund. The refund was sent over to a...

Manager and forwarded directly to the Merchant.  I will contact the Merchant again today, and have them send me an invoice to show proof. We have had difficulties recently with our Merchant Account processing refunds in a timely manner and I will stay on top of this. When I receive a response, I will forward [redacted] a copy of the direct invoice and transaction ID. This will be tomorrow morning. [redacted]Customer Service Assistant Manager
$46.95

Here are the direct invoices from the Merchant showing proof of the refund which I forwarded over to expedite. At this point, it is up to your bank to determine when the funds will be directly released.  [redacted]Customer Service Assistant Manager