Perfect Aqua Purifier

Complaint: [redacted]
I am rejecting this response because of flat out lies from this company. I have emailed them over 10 times regarding this issue. I returned the filters within 3 days of receiving them and have the USPS receipt to prove it, (dated 1/15/2016). They are just song and dancing and need to refund my money ASAP and get a reprimand from you.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Here I am quoting the company last reply. As you may see they are misleading Revdex.com with false statement mentioning “were not notified that the pitcher had arrived to us on 12/26/2015” That is not true. I attached my initial correspondence with their support person [redacted] (copying part from it below) where I updated her on December 19th that I shipped the pitcher back at that day, and gave her estimated delivery day December 24th. This delivery day Dec 24th was confirmed by postal office. [redacted] replied on December 21st: “I have notated your account that you have returned thepitcher.”They already received the pitcher on December 24th and my account was updated by [redacted] on Dec 21st as I had the pitcher returned.
I have all these emails available to forward to you if needed.
At this moment as the filters charge was refunded I still believe they have to refund my postage fees as I was charged by postal office for the parcel (with filters) delivery, and then had to pay for
the return. That was additional $20US I consider they have to compensate as they overlooked all the notifications in a due time and order.
 
[redacted] (Perfect Aqua Purifier) Dec 21, 8:06 PM Hello,Thank you for your response! We greatly appreciate it.I apologize if it took us so long to get back as it's very busy & we are short staffed. I have notated your account that you have returned the pitcher.If there is anything else we can do to assist you, please contact us!Best,[redacted]Perfect Water Purifier [redacted] Monday-Friday 9AM-5PM CST[redacted] Dec 19, 10:06 PM I've been waiting for your reply hopelessly. It took 4 days till you finally droped your reply. I would accept that deal if it your email would come in a reasonable timeframe. After 4 days passed I felt that you decided to ignore my emails sticking to the return and cancellation option as the final. I shipped it back today Sat Dec 19 at 2 pm Pacific. Estimated to come to your warehouse by Thursday. From: [redacted] (Perfect Aqua Purifier) <[redacted]>To: [redacted] <[redacted]> Sent: Saturday, 19 December 2015, 15:43Subject: [Perfect Aqua Purifier] Re: Re: Your new pitcher filters are shipping soon...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company did not refund me for the last filter they sent me.  The filter was returned unopened and marked Refused on the package.   I unfortunately have no proof of return since the mail carrier took the package back.    I protested the charge with the credit card provider but the outcome of that was they could not help.   So much "for the Customer ,always being right.
Regards,
[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. 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 or late this afternoon.I see that there was a previous attempt to refund him for the $149.85, but since the refund was past 60-days, the refund declined and we were not informed until long after the fact. [redacted]Customer Service Assistant Manager

Complaint: [redacted]
I am rejecting this response because:
I know they will never admit to there wrong doing and that is ok and I never recieved a full refund of 149.85 cents I was given only 109.00 because
they said we dont pay for the shipping...they lost a good customer and that is there loss
Regards,
[redacted]
by reason of

[redacted] purchased our Clearly Filtered Pitcher for $9.95 which covers only shipping and handling on 12/3/2016. 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 30th day of purchase date, which is 1/2/2016 for 3...

filter replacements at $49.95 each, which adds up to $149.85. We have shipped package to the provided shipping address  [redacted] with tracking #[redacted]. Since then, the customer has refused the package for a refund and provided us with tracking through USPS #[redacted]. The item has not yet arrived, once it does, we are able to honor a full refund of $149.95. Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/  [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 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] [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] 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. The refund was sent over to a Manager and refunded...

just now for a full refund. I apologize about this delay, please keep in mind bank processing can take 2-3 business days.[redacted]Customer Service Assistant Manager

[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. 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 or late this afternoon.I see that there was a previous attempt to refund him for the $149.85, but since the refund was past 60-days, the refund declined and we were not informed until long after the fact. [redacted]Customer Service Assistant Manager

Complaint: [redacted]
I am rejecting this response because: if I am not mistaken you sent me an email from a third-party stating that I have already received a full refund regarding this matter but according to your response now you will not submit one unless I start to look for packages? well what is it?  did I get a refund or are you withholding it for some reason once again I don't know what to believe  and I don't think it's my responsibility to start looking for packages that were not delivered do you have a signature ?And wasn't the package insured?I don't have the time to start doing all of your work for something I didn't order or give permission to have ordered and you still haven't answered me on why your misrepresentation of activity on my card should be overlooked .as far as The ad is concerned that's not the ad that I saw I Will also try to attach the payment adjustment noticed that you sent me just to show how fraudulent directivity really is once again thank you 
Regards,
[redacted]

[redacted] was refunded directly through our Merchant Account yesterday on 2/9/16, refunds through our company do take 2-3 business days due to bank processing. Today will officially be the first business day, so the funds would not yet be released. The refund amount was $149.85 for three filters.
 
[redacted]
Customer Service Assistant Manager

[redacted] purchased our [2x] Clearly Filtered Personal Bottle for $74.95 on $74.95. I do see that the items were returned to our company and since the refund was past 60-days, the other Manager has forwarded this directly to our Merchant Account to have this immediately refunded on...

3/8/16. Please keep in mind that it can take 5-7 business days for bank processing for the refund to post in her bank account. In regards to the return postage, it does state within our Terms of Service: "Returns & Filter Subscription Cancellations:100% money back guarantee covers price of product only. 100% money back guarantee does not cover shipping and handling fee due to the fact that the customer made the decision to try the product, therefore the customer accepts to pay the fee to ship the product(s) at the disclosed amount." Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/[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 12/13/2015. In 45 days our customer is billed $149.85 for 3 filters which was on 2/2/2016 and every 6 months after, until cancelled. We did receive the...

filters back in stock previously and I do see that [redacted] was fully refunded in the amount of $149.85. I have sent her the refund invoice for proof of refund. If [redacted] is not seeing the funds, she will need to contact her bank in regards to the refund since the money was released back to her on our end.  Our Terms of Service can be found at: https://www.perfectwaterpurifier.com/terms-conditions/

The representative whom the customer spoke with did not properly inform him of the policy. Regardless, this is listed within our Terms of Service on our website at www.perfectwterpurifier.com, where the return and refund policy is listed.
 
[redacted]
Customer Service Assistant Manager

Since there were difficulties with the Merchant releasing funds appropriately, we have to sometimes be forwarded individuals past 60-days to guarantee that their funds be released back to their account. I have confirmed with the Merchant that [redacted] has had her funds refunded for the amount of $46.95.  [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]

Complaint: [redacted]
I am rejecting this response because: I am asking both parties Revdex.com and the business to excuse me for not been able to clearly understand the bissiness message. For my eyes "we would have issued" simply means they could do that but did not. Same as we would have refunded but we did not as they were no labels involved.So if for the label not been issued regardless that was thier mistake, they take it as an excuse to "compensate" me with just apology I do not feel it was fair.Otherwise correct me if I understood it wrong.quoting them"Since we paid for the postage on the filters, we cannot refund the amounts billed for you to get this to us. We would have issued a return label for the filters, since this was our error, as [redacted] never informed her Supervisors the item was here in order to issue your refund faster. I do apologize about this."
Regards,
[redacted]

[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 is 1/25/2016 for 3...

filter replacements at $49.95 each, which adds up to $149.85. Since the customer has contacted us to have the filters stopped from shipment, I have issued a refund of $149.85 back to the account it was withdrawn from. We are unable to write checks to customers, the funds will be automatically put on the same account it was release from. Our Terms of Service can be found at: [redacted] [redacted]Customer Service Assistant Manager

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I do want to point out it should be noted that a customer should not have to chase down their refunds for 3 months after the company agrees to refund money. and each month, they asked for another 30 days. Once I notified you and you got involved, I received my refund within the week. 
Very poor business practice.
 
I do not believe I would have received my money had I not had you involved.
 
Thank you Revdex.com!!!
Regards,
[redacted]

In response to the rejection, we have once again attached the offer that is located above the submit order button and below credit card information. This is a large paragraph customers must read before proceeding. UPS tracking does state that the 3 filters are delivered to the address listed in the previous response, that he manually put on his account. Here is the UPS tracking number [redacted].We are more than willing to refund the funds for the filters, we have just not received the filters at this point. We cannot issue a refund for items that have not been returned.
A UPS claim is to be made for packages that are lost/stolen. Once a claim is made, if the customer [redacted] can provide us with proof of the claim, we will be more than happy to issue an immediate refund.
[redacted]
Customer Service Assistant Manager