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Phil & Teds USA Inc.

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Reviews Phil & Teds USA Inc.

Phil & Teds USA Inc. Reviews (7)

*** reached out about finding small pieces of the seat harness in her child's mouth on October 18thAn appalled member of our global team reached out to her that same afternoon expressing our sincerest apologies for the defective item and potential safety hazardWe offered to replace the seat
fabric for her however we no longer have stock of the black item as an individual unitWe then had to contact our global team to see if more fabrics in this color was on order which causes an unfortunate but unavoidable delay due to the time differencesTo our dismay we discovered that we do not have anymore black seat fabrics on order for this buggyOnce we received approval from our supply chain to break down current stock in black to send to the customer we had to reach out to our warehouse to perform the physical laborAt any other time this would be a relatively quick process however our warehouse has recently switched management which lead to some IT issues and system communication errors in the Canadian regionCombined with labor shortages this has put the warehouse behind and we have been working furiously to catch upThe customer was updated with this information and her follow up requests came in at the climax of our system errorsAnother reason for the delayed response is that our system works on an oldest to newest basisWith each email customers send our system recognizes it as a 'newer' request and sends their case to the back of our queWe have received confirmation from the warehouse that the re work has been made and her item will be leaving the warehouse todayAs soon as tracking is available we will be able to provide it to the customer

I apologize for the delay in serviceWe are working stringently to recover from the large influx of requests over the holidays as well as an unforeseen circumstance that resulted in only two team members working actively on customer requests in North AmericaAs we moves further into the year we are quickly overcoming these obstacles and we aim to provide faster and more efficient serviceI apologize for the inconvenience.In regards to the shipping labels, my manager provided the customer with the following options via email:“I have a number of options available for you:- we can replace your hood/liner with a different color (sand, year of the monkey, coral, or fern)- I can provide you with a return shipping label for your current stroller and replace it with a full new one of a different color (black, m***ne, berry, or year of the rooster)- I can provide you with a return shipping label, and upon receipt, issue you a full refund (including your original shipping charges)Please let me know how you would like to proceed.”The customer then responded with the following:“The entire buggy and incorrect replacement parts had been returnedI can give you the tracking numberI will expect full credit to my Amex upon receiptIt would be gracious of you to also refund our shopping costs** ***”Once we received confirmation that the item was returned to the warehouse a full refund was issued including the original shipping chargesUnfortunately due to system constraints we are unable to refund more than the original amount charged

Complaint: [redacted]
I am rejecting this response because:It is untrue that the business sent me a shipping label or ever offered to pay the cost of a return. In fact, they never replied to me at all.The excuses contained in their response are unacceptable. That it takes them two months to address a customer's complaint is an abysmal standard of service.
Regards,
[redacted]

For this particular customer we have had several emails from multiple family members in regards to the same issue. Unfortunately with each additional response our system recognizes the ticket as ‘newer’ and moves it to the back of our que. As they were writing in with separate emails, we also did...

not know that the claims were related and it caused a further delay in obtaining all of the necessary information to move forward and assist.Once we had obtained all the necessary information to move forward with the claim we reached out to our warehouse to provide the customer with the desired color, and we advised there may be a delay while orchestrating this as our warehouse is in another location. Before we heard back from the warehouse however the customer advised they would like to return the stroller. As we believed we had that color hood and liner available we provided them with return instructions. It is a standard policy of phil&teds that the customer is responsible for return shipping costs.As it turns out we did not have the necessary parts to send to the customer at which time we offered to either send a different color or provide a shipping label to get the stroller back to our warehouse. The customer refused the shipping label and sent it back at their own expense despite our offer to pay to ship it back. Once our warehouse confirmed its arrival they were issued a full refund on their original method of payment.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As written previously, I paid return shipping costs (over $50) as the item had been shipped to me. Despite communication to the company, no offer was ever made to reimburse this.
Regards,
[redacted]

Hello [redacted],Thank you for reaching out and providing this feedback to us. I actually remember this consumer well. The consumer reached out to us in regards to returning a product he was unhappy about (he was having difficulty assembling the product) and within 48 hours we had provided our...

return instructions. The customer called in and angrily demanded that we issue a return shipping label (our return policy and warranty states that the consumer is responsible for return shipping and that they will be refunded upon receipt of the item as long as it is new, unused and and in the original packaging.) The customer was very angry that we would not provide him with the return shipping label and the claim was escalated to our Global Sales Support Leader.  We tried providing troubleshoot options for the consumer and asked that he provide photos and or video so that we could offer assistance in the assembly of the scooter (it has three parts). The consumer refused everyone's assistance and continued to request a return label.  We made the decision to send a shipping label to have the item returned to our office for inspection. Before we sent the label we very clearly stated that if their was anything found to be defective we would be able to issue a refund.  If there was defect with item we could only offer a partial refund. The consumer did not return all of the items ordered and upon inspection we found the scooter to be in perfect working order. We reached back out to the consumer and offered two options: we can either return the items to them as there was nothing wrong with them or we could refund them for a portion of the cost. The customer very angrily refused both options. We tried to issue a partial refund to the consumer as a courtesy.  However, he had already filed a dispute with paypal. Disputes with paypal tie up the funds that are involved in the claim and we are unable to refund them for any portion while that claim is open and active. Our company has made every attempt to resolve this issue for the consumer.  The consumer has been abusive and threatening, we have tried to help and unfortunately we are in a holding pattern.  It is worth noting that the consumer's initial complaint was on the assembly of one item...his claim with pay pal is now for all the items that were ordered.     Thanks, Lauren

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Address: 221 Jefferson St, Fort Collins, Colorado, United States, 80524

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