Phil & Teds USA

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 returnIn fact, they never replied to me at all.The excuses contained in their response are unacceptableThat it takes them two months to address a customer's complaint is an abysmal standard of service Regards, [redacted]

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

Hello [redacted] ,Thank you for reaching out and providing this feedback to usI actually remember this consumer wellThe consumer reached out to us in regards to returning a product he was unhappy about (he was having difficulty assembling the product) and within hours we had provided our return instructionsThe 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 inspectionBefore 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 refundThe consumer did not return all of the items ordered and upon inspection we found the scooter to be in perfect working orderWe 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 costThe customer very angrily refused both optionsWe tried to issue a partial refund to the consumer as a courtesy However, he had already filed a dispute with paypalDisputes 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 activeOur 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

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 meDespite communication to the company, no offer was ever made to reimburse this Regards, [redacted]

For this particular customer we have had several emails from multiple family members in regards to the same issueUnfortunately with each additional response our system recognizes the ticket as ‘newer’ and moves it to the back of our queAs 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 locationBefore we heard back from the warehouse however the customer advised they would like to return the strollerAs we believed we had that color hood and liner available we provided them with return instructionsIt 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 warehouseThe customer refused the shipping label and sent it back at their own expense despite our offer to pay to ship it backOnce our warehouse confirmed its arrival they were issued a full refund on their original method of payment