Philips Electronics North America Corporation

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I I would like to set the record straight[redacted] left me a voicemail the 18:01, noting she was on her way out and that her hours were until 18:00.She said, precisely and exactly, "I'll try you again in the morning." She did not And she makes no apologies for it hereI did call her the next day, although I certainly should not have had to It would have been nice if the presidential liaison would have made an effort to put an end to the misinformation, lies and broken promises that her organization has dealt me and I have documented.II I would like to offer my feelings on the presidential liaison's response.Her response herein is quite demonstrative of her response when we conversed by phone, although she does finally deliver some rather stark statements of apology Everything is explained away without blame being fully accepted.The presidential liaison states, "At every point my focus was in finding a mutually agreeable solution." I do not know why [redacted] thought we were at the negotiation table or were trying to enter into a contract I was looking for a remedy and I thought Philips would have been interested in offering one.Let me offer a summary of where I was at when [redacted] entered into the situation:(i) I have been trying to solve this problem since February.(ii) I have spent hours on phones and in chats.(iii) I have been lied to on at least on occasion (which the supervisor had confirmed) and was, at best, given mistaken information and misled on several occasions.(iv) Assurances, such as calls back (exclusive of [redacted] 's own failure to follow through), were broken.(v) Philips had demonstrated their incapacity to honor their warranty: I was stuck with a cheaper, improper replacement Any action beyond that would require a call back When call backs were not made, all I was able to do was request another and continue through that cycle.Now, I think that deserves a remedy Philips' system is markedly flawed and I was treated in a reprehensible manner on many fronts because of it The sad thing is that I was very happy with the product, when it performed, so I was also hoping that Philips would restore my faith in their company in order to retain me as a customer.At the very, very least, [redacted] 's aim should have been to get me the replacement as quickly as possible I think it was disgraceful that I had to fight for that I could care less what the standard protocol is: I was treated extraordinarily wrong, so this should have been rectify in an extraordinary manner And it would be one thing if [redacted] bored me with all of the rules they allegedly had for the sake of showing me she was attending to the matter in an extraordinary manner It was quite another sort of thing that I had to hear about them because she was arguing with me over how long I would have to wait to get the unit I should have received in February!III I would like to explain why I am dissatisfied and feel that this matter remains unresolved.If there was empathy on [redacted] 's part, as she claimed, then she would have not made me suffer though another miserable customer service experience She would have attended to some of my needs Where the actions of one party was to the detriment of the other, I would not seek a "mutually agreeable solution." I would have sought justice for the aggrieved to restore him to the position he would be in but for the damaging actions of the other.IV I have an update that I need the business to respond to.Having reviewed the transcripts, the retailer's customer service department offered me a refund If Philips does not find its actions unconscionable and does not wish to retain me as a customer, then I think that may be my best option.Please advise Regards, [redacted] ***

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact databaseUpon receipt of the complaint, we contacted the consumer to resolve the situationAfter speaking with thm, we understood that the required documentation for resubmission of the rebate was unavailableWe discussed some alternative solutions, and it was agreed that we would buy back the consumer’s product for a full refundWe explained the process: that we would send a return label that the consumer could use to send back the product, and once we received the return, we would process the refund checkWe explained that it takes 4-weeks to process the check once we receive the product backThe consumer requested that we send the return label via white mail verses email, and we informed him that this would add to the time that it would take for him to receive his refund checkThat was acceptable to the consumer, so we printed the label and sent the next dayWe documented the tracking number, and will monitor the status of the returnOnce received, we’ll submit the check request, staying in communication with the consumer about the progressWe’ll continue to stay available should the consumer need any more assistance in reaching the final resolutionIf the consumer has any questions, we would be more than happy to assist themPlease have them call us at ###-###-#### and provide the reference number above for any further assistance We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact databaseUpon receipt of the complaint, we reached out to the account executive in the rebates department, who escalated the consumer’s case in order to get her $rebate processed and sent out with the next batchWe then contacted the consumer, and left a voicemail informing her of the progressWe also gave her our direct number to call if she has any more questions We’ll continue to monitor the situation and remain available to assist in any way possibleIf she needs to speak with us, please have her call us at ###-###-#### and provide the reference number above We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I received two (2) very contradictory follow-ups.First was a voicemail from a presidential liaison on Tuesday promising to call me back on Wednesday morning No such return phone call was ever made.I called the number she listed toward the end of the day and spoke to [redacted] It was certainly not the response I expected.Allegedly the unit was available this whole time and she could send it, under a lot of conditions.I had to beg for her to send me the unit that supposedly was available this whole time; she was asking for proof of purchase and all this other nonsense I spent a long time writing up the original complaint with all the references I spent hours working with customer service It would have been nice if she spent ten minutes seeing all the information that I already provided.She wanted me to send my unit back before she dispatched the replacement She wanted me to go out and buy a box at my own expense and then mail it out with a label she would send me I explained to her the extreme inconvenience as I have no driver's license or driver She said she needed me to send the stuff back first, since I already had the two wrong replacement handlesI insisted that it was not my fault that they sent me the wrong replacement TWICE She finally agreed I explained my timeline (going overseas next week) and she said she would overnight itShe was quite rude and I cannot explain how absolutely violated I felt when I hung up I thought the responder would be pleasant given all the hardship her company cost me Rather than every apologizing, she just explained away the mistake they allegedly repeatedly made: That they were confused over its availability as a replacement part because it was no longer available for sale online That is an absolute and blatant lie, given the following from a chat transcript from March, where I asked the agent if its removal from their website was an indicator that it was discontinued, and the agent clearly knew that this was not the case (this was referenced in my original complaint, so [redacted] either did not bother reviewing it or just did not care): ***: I don't have the information when the 1280X will be in stockYou may try contacting us after a few months.Me: Is the 1280x discontinued?***: No, it has not been discontinued.Me: I have been on your site while waiting and I do not see it***: I understand but it is yet to be discontinuedWe've not received an information that the unit has been discontinued.[chat reference [redacted] ]Not only did I receive a explanation, I did not receive an apology and I do believe I deserve one And it appears that I was also lied to about the overnight shipment as my building's concierge did not have any packages for me today.Here is the second response, an email from [redacted] that I received whilst on the phone with [redacted] , which just puts me back where I started from:From the notes I see we had recently issued a replacement handle for your 1280x, but as we do not have this model available for replacements, we had sent you the [redacted] model in its placeThis handle is identical in design for the razor head attachments and will also work with the [redacted] beard trimmer as wellThis style will also work with the same jet clean system and charging stand as the 1280x as wellIf you have a copy of the proof of purchase such as the store receipt then we can use that as well to verify which model razor we may needIf you have any questions, please call us at ###-###-#### with the following reference number [redacted] .So, [redacted] (1) lied about the [redacted] being identical (2) clearly did not review the case notes because he offers no replacement for the jet clean system (3) makes absolutely no sense at the end about verifying the razor model (I provided them with the serial number on at least three occasions!)I WANT AN APOLOGY AND A REFUND What I have been put through is a disgrace and I need someone to validate that it was not OK what they did to me and that this is not how Philips thinks they can conduct business in the United States Regards, [redacted] ***

Complaint Case #: *** Consumer: *** *** Internal case number: *** Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our
consumer contact databaseUpon receipt of the complaint, I researched our interactions with the consumerI was able to identify the chat transcript for his original inquiryAfter reviewing, I attempted two times to contact the consumer via phone unsuccessfullyI then sent an email explaining that I had received his complaint through the Revdex.com, and I’d like to helpI let him know that I had tried a couple of times to give him a call at the number provided, but got a busy signal both timesI gave the number and asked him to confirm that this was the right number to reach him atI also invited him to give me a call anytime M-F between 9-ESTI then let him know that I had read through the chat transcript and saw the frustration around the video he tookI did try to view the video, but as it is on his Google Drive, and I don’t have permission to view it, I am unable to do soI let him know that if he’d like to open permissions to anyone with a link, and then resend the link, I’d be happy to take a lookI later found that the network setting on my workstation would prevent me from doing so, as they would any of our agentsNext I stated that I believed the point of the video was to show what the issue with the toothbrush is, and help avoid unnecessary time spent in troubleshooting blindlyRather than spending more time trying to view the video, I said I was happy to acknowledge that there is an issue with the toothbrush, and process a replacement for himPhilips Sonicare offers a full year warranty on all our toothbrushes, so he was covered for a replacement handleI then explained that our standard process for warranty exchanges is to send a replacement and have the consumer return the original product using the included prepaid shipping label once the replacement is receivedWe recognize that your toothbrush is a major part of your daily routine, so try hard to ensure as little inconvenience as possibleCurrently, with this particular model, we are following a slightly different process in order to ensure that we receive enough returned products to really get a good sampling for quality reviewI recognized that this is inconvenient, and I apologizedWith this model, we generally send a prepaid return label with ground shipping (7-days)Then, once received, we send the replacement also through ground shippingAs a courtesy, I offered to send a return label, and rather than waiting for return receipt, send the replacement via FedEx 2-day air as soon as I see it in transitThis would significantly cut back on the turnaround timeI understand that it would be ideal to have the replacement shipped firstThough this is our policy, in this case we really do have to have the product returned firstSo, also offered to send a set of replacement brush heads as a courtesy, saying I could send those along with his replacement handle if he’d like themI then said that I empathized with his situation, and hoped to work with him to get this resolved as quickly as possible I asked that he let me know if he’d like to go ahead and process the return and replacement with courtesy brush heads so that I could get that set up for him right awayThe consumer responded by accusing me of willingness to replace the toothbrush just because he reported it to the Revdex.comHe noted that in the chat, the person was very explicit in stating that he can't open videos, and that there was no one to email the link to in support that would be able to view it eitherThen he implied that I had somehow invalidated that, and questioned my willingness to replace his toothbrush without watching his videoFurther he informed me that “the standard practice is to pay 3x for the damages in case you knew about the problem or were layingSo, your guy was laying and you, you knew about the problem since you are ready to replace the brush w/o troubleshooting.you are calling it empathy, yet it comes after I reported youYou can send me whatever, but Revdex.com report is going to be changed to "recall required" as the reviews are full of similar reportsNeither you offered adequate compensation neither you explained how it's possible that you are doing "impossible " only after this report” I tried again to contact the consumer via phone, but was only able to leave a voicemailSo, I responded via email letting him know that, in reading through the chat transcript, I could see that he described unusually loud vibrations/sounds from his toothbrush (especially when compared to his daughter’s)I also saw that the agent, after attempting to do troubleshooting, said we would send him a replacementI explained that this is why I’m able to offer a replacement under warrantyI noted that it seems that the lack of troubleshooting is very troubling to him, and that our inability to watch his video is a significant source of angst for himI let him know that he was correctly informed that agents are prevented from opening videos, including links sent by consumersI was willing to try to find a way of viewing the video, but could go no further as I recognized that it was a private video with viewing restrictions, and that my network setting would not grant access to the program to play it even if restrictions were removedI said that I assumed his video would have shown his toothbrush exhibiting louder than usual sounds as he had describedAs this is not necessary for us to personally experience in order to properly troubleshoot his device, and due to the restrictions we have on opening videos through our workstations, the best course of action was to troubleshoot based on our standard product troubleshooting steps. The chat agent had attempted to go through troubleshooting with him as is our procedure when a consumer calls with a product complaintStandard troubleshooting steps in this scenario involve simply asking if the consumer tried another brush headThis identifies or eliminates the head as the cause of the louder than usual soundsIt’s been our experience that we can often address the louder sounds by changing out brush heads, or we identify that the consumer has sometimes inadvertently left the cap on the brush head, or something similarIf we can determine that the brush head is not the source, then the next step would be to replace the handle as that can then be identified as the source of the issueThese brushes are built well, so there are a very limited number of things that could possibly go wrong. I do see that the agent tried to ask you this question, though it was apparent that the consumer was intent on not answering unless we first watched his video. I then explained that, as a presidential liaison, I have more latitude when working cases than our front line agents doThis allows me to speed up delivery times, etc to accommodate consumers in unique situationsI offered to do this as a courtesy, but said I would be glad to send the return label and replacement according to our standard timeframeFinally, I asked him to please look for his return shipping label with tracking number *** to come to his email via FedExOnce I see it returned, I will send a replacement toothbrushI closed by saying that if he has any further concerns, he’s welcome to call me or provide a time when I can reach him by phone, and I’ll be more than happy to discuss with himWe apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter Best Regards, Consumer Care Specialist Philips Consumer Lifestyle

Complaint Case #: *** Consumer: *** *** Internal case number: *** Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our
consumer contact databaseWe received the complaint on 5/11/Because of the nature of the complaint, we immediately forwarded to our claims specialistThe next day, on 5/12/15, our claims specialist attempted to reach out to the consumer via email (as he had indicated previously that this was his preferred method of contact.) The specialist noted that we had recently received communication that his *** had black gunk inside the brush head and handle and that he subsequently visited the hospital due to an infectionHe was advised that his well-being and the quality of our product are paramount so we requested that he discontinue use of the toothbrush while we sent a prepaid label for it to be returned for evaluationFurther, the specialist communicated that a replacement could be sent, or, if he preferred, a refund for the productOur claims specialist also requested more information for further research in to the case, listing questions and asking that the consumer answer as many as possibleThe consumer responded by saying “You will get nothing from me until my consultation with my lawyerAlso, it took you way too long to respond to me.” We have yet to hear back from the consumer, but will make a second contact attemptIf the consumer has any questions regarding this case, we would be more than happy to assist himPlease have him call us at ###-###-#### and provide the reference number above for any further assistance. We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter. Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

Complaint Case #: *** Consumer: *** ** *** *** Internal case number: *** Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information
stored in our consumer contact databaseWe have contacted the consumer and sent, via overnight delivery through ***, a full box replacementWe’ve also sent an electronic label to cover the shipping costs to return the original product and additional handles that were sent to the consumer. We’ve provided the consumer with our contact information, and will continue to remain available to assist in any way possibleWe apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter Best Regards, Consumer Care Specialist Philips Consumer Lifestyle

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]Please see what I stated to the companyI am not answering questions and sending anything to them until I consult with a lawyer firstIf that is not sufficient, then stop contacting me(the company contacted me twice insisting I send the brush and head to them, and asked me personal questions that have nothing to do with this problem)
Regards,
*** ***

Complaint Case #: *** Consumer: *** ** *** *** Internal case number: *** Thank you for continuing to work with us to resolve this consumer’s issueAs the consumer alluded to, I called on Monday, May 11, to ensure he had my contact informationI said I would call again the next day, and invited him to give me a callHe called me the next afternoon around 3:30pWe discussed the situation, and I said that I did see where the confusion wasI apologized, and said “that must have been super frustrating.” I assured him, though, that I would be able to send the full replacement including the *** systemHe asked if he could contact me if he had issues in the future, and I ensured he had my contact informationI also verified his contact information to make sure we were connectedNormally, in the absence of a receipt and when multiple products have been sent, we require return of the products before sending out a full unitI offered to send a shipping label to him to return his *** and *** system, along with the additional *** handles we had sent himRather than waiting until we could verify the products had been received in the warehouse, I offered to place the order as soon as I saw the items in transitThe consumer was concerned that he would be without a shaver for a period of time, so I offered to overnight his replacement as soon as I saw the items in transitThis would have still left the consumer without a shaver for 1-days, thoughI said that if he didn’t want to do it this way, there was an alternativeI asked if he had sent in a receiptHe indicated that he had notI acknowledged that we needed to handle the exchange in this way in the absence of a receipt, and due to the fact that, through no fault of his own, we had already sent him multiple itemsThe consumer expressed his frustration at the whole situation, and let me know that he couldn’t drive, so getting a box would be annoyingI asked if he had the boxes from the handles we had sent, but he advised that the *** wouldn’t fit in either of the boxes He asked me to send him the “bloody thing, and just get it done,” stating that he would be happy to resend the return upon receipt of the replacementI was able to identify yet another possible solution to meet both sides’ needsI offered to send a return shipping label for him to use to return his items to the corporate location in order to make it easier to verify receipt, while simultaneously shipping out his replacement modelThis way he could use the box from the replacement unit to return all his other items using the return label I sent via emailHe asked that I overnight the replacementAgain, we normally only overnight a replacement in order to reduce the time a consumer is without their productSince he was no longer returning his product before receiving his replacement, and therefore would not be without a shaver, I hesitated to ship the replacement overnightAt this point, the consumer informed me that he was going out of town and would need the replacement and ability to return all the items before he left this weekendI assured him that I would then have the replacement to him by FridayHe thanked me, and we ended the callI immediately sent a return label to his email via ***, and placed the order for the full *** unit with *** systemI then got an email from the consumer requesting a summary of what we discussed, which I promptly providedOnce again, I do apologize for the frustration the consumer has experiencedAt every point my focus was in finding a mutually agreeable solutionTo the consumer’s concerns about the validity of the information he received from me, I did thoroughly review all available information to determine where the breakdown occurredI also listened to our call from Tuesday to ensure that I was able to identify any possible misinformation I may have relayedIn our conversation we discussed that the agents seemed to be confused about the availability of the *** model. This model is no longer available through our online store, which can sometimes be an indicator that a model has been discontinuedHowever, there has been no official announcement about this, so agents seemed to be speculating based on previous experience I did apologize for this in our conversation, empathizing with the consumer about the frustration this had causedI also confirmed that the replacement order was placed on Tuesday afternoon, left the warehouse Wednesday, arriving at the consumer’s address on ThursdayI had promised the replacement would arrive by Friday in order to give the consumer time to package and return his other items before leaving for his trip, so I was glad to see it arrive a day earlier than promised The only step left is to verify the return of the items from the consumer.Further, to the concern about the email the consumer received while we were on the phone; when he mentioned it, I assured him that I was able to replace the unitAfter our call, I followed up with the agent that had sent the email, and ensured that he was coached on the availability of the *** handle and full unit replacementsCurrently, the desired settlement has been provided to the consumer in that he now has a full unit with shaver and *** systemI have apologized for and certainly can validate his frustration with the way the situation was handledThis experience is certainly not in line with the standard for service that Philips sets for our agentsI am available and willing to help the consumer should he need anything elseAgain, we apologize for any inconvenience that this situation may have caused and thank you for your time and assistance with this matter.Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

Thank you for contacting PhilipsWe appreciate that you have brought this situation to our attention and are providing us with the opportunity to assist the customer furtherIn order to move this case forward, we have reviewed both the forwarded complaint and the information stored in our Customer
Contact DatabaseWe wish to help the customer to the best of our abilities by providing maximum assistance and an acceptable resolution.We are sorry to hear that the customer’s final replacement unit is malfunctioningGenerally, we would not be able to replace the unit again or offer a refund, as the customer’s warranty ended on 4/27/Our general policy does not allow us to add concessions of time to the warranties of units that have been replacedThe agents the customer has spoken with were only following our policy, so we apologize for any confusion that may have causedAfter reviewing the customer’s case, however, we do see that the customer was only slightly out of warranty when they contacted us on 5/9/15.As the customer’s case has been plagued with unfortunate circumstances, delays, and interruptions, we would like to make a one-time exception for the customerAs they were only slightly outside of their warranty period when they contacted us, we would be happy to offer the customer a refund of their unitThis refund would amount to the price of the unit plus taxWe will have one of our consumer relations agents reach out to the customer soon to begin the refund process We will need pictures of the customer’s unit and we will also need their unit to be returned to us before we could send out their checkOur agent will explain the process and get everything in order. If the customer would like, they can contact us directly at ###-###-####, referring to case number ***

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. Upon receipt of the complaint, we researched and found that, rather
than being handled as an online store return, this was handled as a money back guaranteeThis delayed the process and caused confusionHowever, we have been able to process the consumer’s refund, and informed her that she should see a credit within 2-daysWe also provided her with our direct contact information in case she has any further issues receiving her refundWe’ll continue to monitor the situation until we can verify she’s received her credit, and will continue to stay available to assist her in any way we can. If the consumer has any other questions, please have them call us at ###-###-#### and provide the reference number above for any further assistance We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter

Thank you fro your continued support as we work to resolve this issue. We were able to submit the check for the original refund amount, and would be happy to offer a coupon code good through our online store. Please let the consumer know he is welcome to contact us if he would like to take advantage of the coupon offer.

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our...

consumer contact database. After receiving this complaint, we were able to contact the consumer to resolve his issue. We sent out a replacement handle with tracking #[redacted]. The item was delivered on 6/22/15 by [redacted], and included a return shipping label in the box for the consumer to use to return his original product. We sent an email to the consumer to confirm receipt of the product, and to invite him to contact us directly by calling [redacted] if he needs anything further.We apologize for any inconvenience that this situation may have caused and thank you for your time and assistance with this matter. Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

Complaint Case #: [redacted]Consumer: [redacted]Internal case number: [redacted] Thank you for bringing this situation to our attention andallowing us the opportunity to provide assistance. We have thoroughly reviewedboth the forwarded complaint and the information stored in our consumer...

contactdatabase. Upon receipt of the complaint, we reached out to theconsumer who provided us with a tracking number verifying her return. Wepromptly processed her refund, and informed her that she could expect a creditwithin 2-3 days. We also provided her with direct contact information in caseshe has any further issues with this matter. We’ll continue to monitor thesituation until we can verify that she received her refund, and will stayavailable to assist in any way we can. If the consumer has any questions, please have them call usat ###-###-#### and provide the reference number above for any further assistance. We apologize for any inconvenience that thissituation may cause and thank you for your time and assistance with thismatter. Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I Forgot to respond with a message I would like my case to be reopened. The company had me send my product back and they will get that within a few days. The company wants me to wait 4 to 6 weeks to get my money. I find that ridiculous!! The company has my product and no one should have to wait over a month or more to get a refund. The company knew I was not going to close my case until I received my money. I think with all the problems I had with this company, I don’t trust the money will be here.  I may be waiting even longer if something on their end goes wrong with sending the check. I feel this issue could have been resolved a long time ago when I had asked for a refund. I don’t want other customer going through what I had to go through. I will close my case once I receive the check from the company. Regards,
[redacted]

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. Upon receipt, we were able to process the rebate, and verify...

it was mailed on 3/20. We contacted the consumer to let her know, and provided the new tracking # ([redacted]). We also provided our contact information in case there's anything else we can help with. We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Thank you for bringing the situation to our attention. We have placed an order for 2 warranty replacement handles to be sent to he consumer.