We apologize for the customer's frustration over this issue. Our normal process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursement. When it was reported that the mower was not running properly, we offered to pay shipping to have the mower...
picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do this. Against our return policy, we agreed to return the mower. All of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $424.22 and that we agreed to split that with him. His portion of the freight costs to return this item would be $212.11.On 4/6/16 we issued a credit in the amount of $2,150.44 to the customer's Synchrony financing account. This credit represents the original purchase price of $2,299.00 plus $63.55 for the battery reimbursement minus $212.11 for shipping one way. If there is any further information you need, please let me know.
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 30 the customer placed his own order online for a [redacted] (21") [redacted] Select Drive Self-Propelled Lawn...
Mower, Scratch-N-Dent model. Contrary to what the customer states, we clearly listed this model as a Scratch-N-Dent in the product description as well as on the first line in the Features. That description was stated as follows:
*Scratch & Dent Model
*This model was shipped to another customer and returned to us.
*Minor scuffs on engine shroud and deck.
The Scratch-N-Dent model purchased was done so at a discount off the normal retail price.
The mower was delivered by [redacted] so no signature was required. The customer could and should have called us upon finding the mower in the torn box with oil covering the mower. We could have at that time filed a claim with [redacted] and arranged for the pick up and return of this mower for a refund. Unfortunately, the customer took it upon himself to add gas and when the mower would not operate properly he finally called us. At this point it was too late for us to accept the mower back due to the fact that he added gas. This is clearly stated in our Return Policy.
http://www.mowersdirect.com/returns.php
We referred the customer to [redacted] for service, which he was not happy about.
With regards to the customer's report that this item was already registered with [redacted] we are willing to help look into this matter but have asked the customer on both July 17 and 20 to provide us with the serial number of his mower so we can contact [redacted] on his behalf. He has yet to provide this requested information.
Our offer still stands to contact [redacted] but we need the customer to contact us with his serial number. Until that time, there is nothing else we can do.
Bought a power washer based on the description on the website. Turns out what they were selling is a product that was discontinued by the manufacturer because of lots of customer issues. Due to this fact, I wanted to return the unit unopened. Their customer service told me I can return it however, I have to pay a 25% restocking fee plus shipping both directions to return the washer. It would cost about $150.00 total to return a product costing $150.00. I feel they grossly misrepresented what they were selling. Finally supporting documents on the webs site such as the owners manual had photos of the unit that did not match pictures on the website.
I spoke at length with the customer and it was determined that we should arrange for the return of this saw at our expense. We contacted her earlier today with the following information regarding the return.
Good afternoon, we have set up a [redacted] Call tag to pick up your item...
on SATURDAY 8/27/16. Please make sure that you leave the item outside your front door between the hours of 8am and 6pm. If the driver does not see the package outside they will not stop. You will not need to attach any labels to the There will be 3 attempts to pick up the package (8/27, 8/30, and 8/31). Please let us know if you have any other questions!
Once the return is received and inspected, the customer will receive a full refund.
The work will be completed by [redacted] factory trained technicians at an [redacted] authorized service dealer. It is a simple repair and will not impact the operation at all. Rest assured that should there be any issues, the snowblower is covered by the manufacturer's warranty.
We do want to apologize to the customer if he feels he was misled in any way about free shipping on a mower battery. Our website banner at the top of the page states: Free Shipping On Lawn Mowers (to the Lower 48 States). When you click on this banner or go to or Shipping Policy, we explain that...
if you order a lawn mower the shipping is free but that we do charge shipping on all accessory items. This would include batteries. I have included a link to that information directly below. [redacted]
It sounds like the customer accessed our website thru an add on another site. Unfortunately, we are not responsible for inaccurate information that other sites may post. I have also included a link to our Term of Use Policy that explains this in greater detail.
[redacted]
With regards to being told by a sales rep that there was a computer glitch, without all the details of that conversation I really cannot comment other than assuming that the rep may have been referring to a computer glitch on the other website where the ad was seen. All of our sales representative are thoroughly trained on what products we offer and all of our policies, including our shipping policy and what qualifies for free shipping.
Again, my sincerest apologies for any misunderstanding or miscommunication on our part.
Mr. [redacted] purchased his Pressure Pro branded pressure washer from us on 1/13/16. He first contacted us by phone on 3/2/16 stating he was having issues with the unit. Since this is a gas powered piece of equipment, we cannot simply approve a return. We directed him to call the manufacturer, Pressure...
Pro at telephone number [redacted] They would be able to offer troubleshooting advice and if necessary direct him to a local service provider for possible warranty work. This pressure washer's engine has a 3 year warranty, the pump has a 2 year warranty and the other components have a 90 day warranty. The customer called us again on 3/8/16 and when asked if he contacted Pressure Pro as directed on 3/2/16 he stated he had not. We then had our pressure washer product expert get on the phone with the customer to try and offer some trouble shooting advice but the customer got upset by the line of questions and hung up on us. That was the last time we had any contact with Mr. [redacted]. I have included a link to our Return Policy for your reference as well. http://www.pressurewashersdirect.com/returns.phpOur reference number for this order is [redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On order XXXXXXX the customer bought a chain saw and the extended warranty for an additional $89.99. We are able to cancel...
extended warranties within 30 days of purchase without penalty. Since it has been over 30 days our policy would be that we can no longer cancel the extended warranty. This also applies to customers who wish to add an extended warranty after 30 days from the purchase date. As a courtesy, we will contact the warranty provider, Warrantech, and see if they will make an exception. I do not offer any guarantee that this will be approved but if it is, we will cancel the warranty and issue a refund.
On order XXXXXXX I think there is a misunderstanding. Since the chain was purchased from us but shipped to the customer from Midwest Engine, we need to contact them to obtain the return authorization before we can approve the return. This item is not stocked by us and would need to be shipped back to them. Our representative tried to explain this but perhaps did not do a good job. I will contact Midwest Engine to request an RA number. The customer would be responsible for the return shipping and any restock fee that they might assess. I will be in contact with the customer on this soon.
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.
We tThank the business for prompt resolution.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Mr. [redacted] placed his order on our website on 6/1/15. His order number is XXXXXX. We state on our website shipping policy with...
regards to shipping outside the U.S.
International Shipments:
"We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
Mr. [redacted] contacted us previously on this matter. We responded to him in writing on June 17 as follows:
"Thank you for your recent order. You made a wise choice in the [redacted] air-cooled system as the feature sets and 22Kw of power output are exactly why I placed the same unit on my home. I've enjoyed the ease ease-of-use and trouble free operation of that model - I'm sure you will as well.
Sadly, although you bought the right equipment, I understand you are upset due to your intent to export the machinery.
We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. As such, there should be no surprises that our business name and tax ID cannot be used on your export paperwork. It would also not surprise you to learn that the above is not grounds for legal battles and attempted chargebacks. The solution resides in determining how you wish to export to the goods & I'm certain your freight forwarder can help you with this.
I believe the exporting can be done simply and without undue hassles or delays. If you decide, for whatever reason, not to ship the goods outside [redacted] you are free to return the goods under our return policy. Simply put, I'm suggesting that there is no need to fight us - we did nothing wrong and will try to support you the best we can."
Unfortunately, we are not able to assist the customer with his export.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From your website,
"International Shipments
We currently do NOT ship internationally, including Canada and Puerto Rico.
We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
I also verified that you would be providing all relavant paperwork with a phone call you. An ein # is a must for any freight forwarder to transport anything over $2500. I'm not asking for a top secret password. The ein is your federal id number and you are required by federal law to provide.
There is currently a $5000 generator sitting in a wharehouse in Miami that can't be shipped. [redacted] kind of shady business are you running? How does it in any way hurt you to provide the requested info?
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 16 we sent the following to the customer "We do not provide exporting service and are not required by law to provide our EIN for customers that export our products. If you want to proceed with returning your items, we would be happy to assist you. Please be aware that returns are subject to potential restock fees. Shipping fees will also be deducted from your refund amount."
Again, We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. The solution resides in determining how you wish to export to the goods and I'm certain your freight forwarder can help you with this.
We again extend the offer to let the customer make a return by following our Return Policy. The customer has until July 8 to decide if he wants to proceed with a return. After that date, the offer for a return is null and void.
Complaint: [redacted]
I am rejecting this response because:They deny rats in the warehouse or truck. I deny rats on my city street. Rats have not crawled up into my motorcycles, my watercraft, boat, slingshot and previous lawn mower on my driveway and chewed up the wires. These items have been on my driveway for years.
It is not normal behavior for rats to crawl onto a lawn mower on the driveway and to chew the wires. This is the behavior of rats trapped inside a truck or warehouse. They were hungry and they were trapped. It is also not normal rat behavior for a rat to choose the lawn mower to deficate on. There were rats poops all over the lawn mower. There were no rat poops on any of the other equipment on the driveway. They were obviously trapped and had no where else to go while inside the crate in the warehouse or truck. The crate is not an enclosed crate. It has safety bars across the front and sides to hold the mower in place, but open all along the bottom.I will not accept normal return fees. I want them to pay for the shipping and refund the entire amount.
[redacted]
Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Customer contacted us on 11/17 reporting that his snow blower was not working. He ran it for a short time and now cannot...
get it restarted. He wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might be. If deemed a manufacturer defect it would be repaired under warranty. We explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX.
Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairs. We offered to call the service center to find out why the customer was told this but he refused and hung up on our representative. We took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at all. We are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be taken. The only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an out and out lie on multiple levels. My initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to set-up an appointment to get it fixed under warranty. They did not provide me with any service center as stated, they basically blew me off, have e-mail to prove it. I called three service centers with-in a thirty mile radius of my zip code. None of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks). By the way, they have a huge back log and can't get it in for weeks. I didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same response. After I got these responses I e-mailed the company explaining the responses, and asked them to call me. The only response I got was an e-mail saying that they are trying to contact the manufacturer, no return call. Waited all day for response, before leaving work I tried again to contact them by e-mail and phone. I was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transaction. This company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his".
I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:00 pm, the call took place on my way home from work 5:45ish Eastern time.
When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following day. Why on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense.
If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at?
Final Consumer Response /* (4200, 11, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem". I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off). The three service centers I contacted were not willing to do the work under warranty. In essence this product had no warranty.
I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a product. Hopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web site. People like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transaction. For the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect.
A member of my church took the snowblower and found it had a defective ignition coil, it cost me $52.00 for the coil and I paid him $100.00 for his work. This was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization.
Final Business Response /* (4000, 13, 2014/11/24) */
The customer also filed a complaint with [redacted], which we addressed. We were then contacted on November 21 by [redacted] with the following email:
"Thank you for getting back to me. I have spoken with the customer and he fixed the snow blower. That being said I will consider this case closed. I appreciate your help in the matter. Have a good weekend.
Best Regards,
[redacted] - The [redacted] Team"
The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $52.00 for the coil and $100.00 for labor. This repair would have been covered 100% under the manufacturer warranty. I know the customer stated that he was not getting results from the service dealers, which is why we offered to assist. If you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of 2 weeks. That would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly.
We feel we did everything in our power to try and assist the customer through the warranty process. It's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses.
Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: Sherry [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
We can certainly understand this customer's frustration of receiving a brand new mower in less than pristine condition....
Please know that we are actively pursuing this matter with Husqvarana, the manufacturer of the mower. We have shared the photos of the mower deck with them. We understand the customer wants a new mower deck, replaced by an authorized service person. We have presented this request and are currently waiting for a final decision. One thing we want to make very clear is that the mower deck on this model comes with a 10 year warranty. If the deck did start to rust and cause issues, the end user would have 10 years to have it replaced or serviced.
With regards to the current issue, if the mower needs to be transported to a local dealer for inspection, Power Equipment Direct would reimburse the customer for any transportation charges.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the mower deck has a 10 year warranty than why is it such a hassle to replace it now? The issue with transporting the mower to an authorized dealer is more than money. It requires a trailer and a vehicle to tow the trailer. Who is providing this? It is now my parents' responsibility. I got an email that they are sending paint to my parents and this is ABSOLUTELY an unacceptable resolution. If you cannot replace the mower deck than I want to return the entire lawn mower and I will spend my money at another business to purchase them a lawn mower that will arrive in the condition I purchase it, brand new.
[redacted]
Final Consumer Response /* (4200, 11, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, no one from Mower's Direct has contacted me, [redacted]. I purchased and paid for this item as a gift to my parents. I am the customer. I am the purchaser. The warranty does not cover rust. I purchased a brand new lawn mower and it arrived damaged.
Again, this was a gift to my parents and they should not be burden with this. Nor should anyone call them for a resolution on my purchase, my Revdex.com complaint, etc.
There are only two acceptable solutions:
1. Return the lawn mower and ship a new one.
2. Return the lawn mower and refund my money so
I can purchase my parents a lawn mower through
a company that values their customers and
provides customer service.
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 17, 2015/07/31) */
We approved the return of the mower and on 7/27 we issued a credit of $2149.99 to the credit card on file for this customer. The customer has been made whole and we are working out the issue with the manufacturer.
Complaint: 12768282
I am rejecting this response because:power equipment took the easy and cheapest path without thinking about me the customer. They refused to refund me the 500 dollars and asked me too return the mower which I spent a whole day unpacking and assembling the zero turn mower . This company does NOT care about giving good customer service and good quality products all they care about is how much money they will make. I even went down and asked for 350 dollars to compensate for the damages on the mower instead of 500 dollars lara and told them they don’t have to send me a replacement for the damages parts and 350 dollars would be enough but they refused . They did not care that I spent a whole day unpacking the mower and assembling it . I refuse their resolution which is not acceptable to me
Sincerely,
Eyad [redacted]
I have reviewed the customer's complaint as well as all the other correspondence related to this issue. Due to the length of time that has been involved in trying to resolve this issue for both parties, we (Power Equipment Direct) have agreed to let the customer donate or dispose of the generator in...
any way he see fit. We will not be arranging for a return of this product. We will consider this issue closed if the customer agrees. Thank you.
Initial Business Response /* (1000, 5, 2014/03/31) */
Contact Name and Title: Sherry Gruennert CS Mgr
Contact Phone: 630-685-0015
Contact Email: [email protected]
Customer received his pump on 11/29/13. He contacted us via email on 3/29/14 stating that his pump "looked used" and that...
the cord was damaged. We replied that we only ship new pumps and that due to the time frame since he received his order, he would need to contact Zoeller directly at 800-928-7867 for warranty as the pump does have a 3 year consumer warranty. We cannot approve a return as the customer is well outside our 30 Day Return Policy. Please find link below for your convenience.
http://www.sumppumpsdirect.com/returns.php
It is the customer's responsibility to inspect their purchase within a reasonable amount of time and to report any issues immediately. 4 months later is well outside what any company would consider reasonable.
Customer has now spoken with 3 members of our customer service team which include our product expert, his assistant, the customer service supervisor and now myself, the customer service manager. Our decision has not changed. The customer must work with Zoeller directly.
Initial Business Response /* (1000, 5, 2014/07/23) */
Contact Name and Title: [redacted], CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Our customer placed their order for the dethatcher on May 12. At that time, the item was on backorder with the manufacturer...
until May 20. On May 22 we emailed the customer at the email they provided of [redacted]@comcast.net to alert them of a new backorder date of July 7. The item was, however, able to ship a little sooner. It shipped on June 30 and delivered on July 3 by Fed Ex. The customer contacted us on July 22 (19 days later) stating they had already bought what they needed from another source and needed to return the dethatcher. We do have a 30 day return policy so returning it was not an issue. We sent them return instructions in accordance with our Return Policy where we state that the original outbound shipping costs will be deducted from the customer's refund and that the customer is responsible for sending the product back at their expense. A link to our Return Policy follows: http://www.mowersdirect.com/returns.php
At no time did the customer contact us to cancel this order. The customer even states in their complaint to the Revdex.com that they had ordered this item from several businesses since it was out of stock everywhere, and every business sent them emails that the orders had been cancelled. We, of course, do not operate that way and just because the other retailers cancelled their order does not mean that we did. If we had, we would have notified the customer as such. It became the customer's responsibility to contact us to cancel their order as we did our part in keeping them informed of the delay in shipping.
I am sorry, but our Return Policy stands and the customer will receive a refund less the outbound shipping costs once the dethatcher is returned per our return instructions.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received any emails from them, and when they shipped it to us it was with free shipping at 149.99 and now they want us to pay to ship it back to the company and they are going to discount our return amount the price of the shipping to us... This is not acceptable... if they had required a signature and we had known it would be delivered, we would not have accepted it and we contacted them twice once in about 11 days and once at 19 days because we were on vacation when it was delivered. The box is unopened, the only thing we did was take off the packing slip from the plastic to find out who sent it. So in short they are expecting us to pay close to 30 dollars in shipping for something we didn't even want. We have all emails from back to December and the only emails we have from them are the ones saying it was delivered and the ones telling us how to return it, so they would not have ended up in our spam mailbox.
Final Business Response /* (4000, 9, 2014/07/23) */
I am sorry that the customer did not receive the emails we send to them notifying them of the additional shipping delays but it really does not make any sense that they would receive some of our emails but not the others. The fact of the matter is that the customer DID NOT contact us to cancel their order. They simply assumed it was cancelled because that is how other retailers they ordered from handled the orders.
Our Return Policy states that the customer is responsible for all the shipping charges, even if the item ordered included "free shipping" as those charges are built into the price of the product. We would be willing to waive the outbound shipping costs we incurred to send this item to the customer. Once they have made the return per the instructions sent via email that they have confirmed they have, we will refund them $149.99.
Thank you.
Consumer Response /* (3000, 19, 2014/08/26) */
This company agreed to refund us $149.99, which is what we paid. We also paid $28.36 of our own money to ship this unwanted item back to SunJoe, as ordered. We could have officially refused the shipment at no loss. We also contacted Comcast who looked through our emails for [email protected] and confirmed there were no emails from this company prior to our complaint (we are still awaiting a printed verification of this). However, 8/25/14 I received an email stating $135.14 will be refunded to us instead of the agreed upon $149.99. We just want the $149.99 promised us in the Revdex.com resolution.
Business Response /* (4000, 21, 2014/08/26) */
Per our Return Policy the customer will receive a refund less the outbound shipping costs. Cost $149.99 - original FEDEX costs $14.85 = $135.14 net refund.
An email was sent to the customer yesterday notifying them that credit of $135.14 was issued to the credit card listed on this order on August 25, 2014. Please allow 24-48 hours for posting.
We apologize for the customer's frustration over this issue. Our normal process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursement. When it was reported that the mower was not running properly, we offered to pay shipping to have the mower...
picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do this. Against our return policy, we agreed to return the mower. All of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $424.22 and that we agreed to split that with him. His portion of the freight costs to return this item would be $212.11.On 4/6/16 we issued a credit in the amount of $2,150.44 to the customer's Synchrony financing account. This credit represents the original purchase price of $2,299.00 plus $63.55 for the battery reimbursement minus $212.11 for shipping one way. If there is any further information you need, please let me know.
The manufacturer has assured us that the parts are shipping today by 2nd day air. You should the parts on Wednesday, November 23. Thank you.
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 30 the customer placed his own order online for a [redacted] (21") [redacted] Select Drive Self-Propelled Lawn...
Mower, Scratch-N-Dent model. Contrary to what the customer states, we clearly listed this model as a Scratch-N-Dent in the product description as well as on the first line in the Features. That description was stated as follows:
*Scratch & Dent Model
*This model was shipped to another customer and returned to us.
*Minor scuffs on engine shroud and deck.
The Scratch-N-Dent model purchased was done so at a discount off the normal retail price.
The mower was delivered by [redacted] so no signature was required. The customer could and should have called us upon finding the mower in the torn box with oil covering the mower. We could have at that time filed a claim with [redacted] and arranged for the pick up and return of this mower for a refund. Unfortunately, the customer took it upon himself to add gas and when the mower would not operate properly he finally called us. At this point it was too late for us to accept the mower back due to the fact that he added gas. This is clearly stated in our Return Policy.
http://www.mowersdirect.com/returns.php
We referred the customer to [redacted] for service, which he was not happy about.
With regards to the customer's report that this item was already registered with [redacted] we are willing to help look into this matter but have asked the customer on both July 17 and 20 to provide us with the serial number of his mower so we can contact [redacted] on his behalf. He has yet to provide this requested information.
Our offer still stands to contact [redacted] but we need the customer to contact us with his serial number. Until that time, there is nothing else we can do.
Bought a power washer based on the description on the website. Turns out what they were selling is a product that was discontinued by the manufacturer because of lots of customer issues. Due to this fact, I wanted to return the unit unopened. Their customer service told me I can return it however, I have to pay a 25% restocking fee plus shipping both directions to return the washer. It would cost about $150.00 total to return a product costing $150.00. I feel they grossly misrepresented what they were selling. Finally supporting documents on the webs site such as the owners manual had photos of the unit that did not match pictures on the website.
I spoke at length with the customer and it was determined that we should arrange for the return of this saw at our expense. We contacted her earlier today with the following information regarding the return.
Good afternoon, we have set up a [redacted] Call tag to pick up your item...
on SATURDAY 8/27/16. Please make sure that you leave the item outside your front door between the hours of 8am and 6pm. If the driver does not see the package outside they will not stop. You will not need to attach any labels to the There will be 3 attempts to pick up the package (8/27, 8/30, and 8/31). Please let us know if you have any other questions!
Once the return is received and inspected, the customer will receive a full refund.
The work will be completed by [redacted] factory trained technicians at an [redacted] authorized service dealer. It is a simple repair and will not impact the operation at all. Rest assured that should there be any issues, the snowblower is covered by the manufacturer's warranty.
We do want to apologize to the customer if he feels he was misled in any way about free shipping on a mower battery. Our website banner at the top of the page states: Free Shipping On Lawn Mowers (to the Lower 48 States). When you click on this banner or go to or Shipping Policy, we explain that...
if you order a lawn mower the shipping is free but that we do charge shipping on all accessory items. This would include batteries. I have included a link to that information directly below. [redacted]
It sounds like the customer accessed our website thru an add on another site. Unfortunately, we are not responsible for inaccurate information that other sites may post. I have also included a link to our Term of Use Policy that explains this in greater detail.
[redacted]
With regards to being told by a sales rep that there was a computer glitch, without all the details of that conversation I really cannot comment other than assuming that the rep may have been referring to a computer glitch on the other website where the ad was seen. All of our sales representative are thoroughly trained on what products we offer and all of our policies, including our shipping policy and what qualifies for free shipping.
Again, my sincerest apologies for any misunderstanding or miscommunication on our part.
I am sorry, but we cannot approve a return on gas powered equipment per our Return Policy.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Mr. [redacted] purchased his Pressure Pro branded pressure washer from us on 1/13/16. He first contacted us by phone on 3/2/16 stating he was having issues with the unit. Since this is a gas powered piece of equipment, we cannot simply approve a return. We directed him to call the manufacturer, Pressure...
Pro at telephone number [redacted] They would be able to offer troubleshooting advice and if necessary direct him to a local service provider for possible warranty work. This pressure washer's engine has a 3 year warranty, the pump has a 2 year warranty and the other components have a 90 day warranty. The customer called us again on 3/8/16 and when asked if he contacted Pressure Pro as directed on 3/2/16 he stated he had not. We then had our pressure washer product expert get on the phone with the customer to try and offer some trouble shooting advice but the customer got upset by the line of questions and hung up on us. That was the last time we had any contact with Mr. [redacted]. I have included a link to our Return Policy for your reference as well. http://www.pressurewashersdirect.com/returns.phpOur reference number for this order is [redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On order XXXXXXX the customer bought a chain saw and the extended warranty for an additional $89.99. We are able to cancel...
extended warranties within 30 days of purchase without penalty. Since it has been over 30 days our policy would be that we can no longer cancel the extended warranty. This also applies to customers who wish to add an extended warranty after 30 days from the purchase date. As a courtesy, we will contact the warranty provider, Warrantech, and see if they will make an exception. I do not offer any guarantee that this will be approved but if it is, we will cancel the warranty and issue a refund.
On order XXXXXXX I think there is a misunderstanding. Since the chain was purchased from us but shipped to the customer from Midwest Engine, we need to contact them to obtain the return authorization before we can approve the return. This item is not stocked by us and would need to be shipped back to them. Our representative tried to explain this but perhaps did not do a good job. I will contact Midwest Engine to request an RA number. The customer would be responsible for the return shipping and any restock fee that they might assess. I will be in contact with the customer on this soon.
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.
We tThank the business for prompt resolution.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Mr. [redacted] placed his order on our website on 6/1/15. His order number is XXXXXX. We state on our website shipping policy with...
regards to shipping outside the U.S.
International Shipments:
"We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
Mr. [redacted] contacted us previously on this matter. We responded to him in writing on June 17 as follows:
"Thank you for your recent order. You made a wise choice in the [redacted] air-cooled system as the feature sets and 22Kw of power output are exactly why I placed the same unit on my home. I've enjoyed the ease ease-of-use and trouble free operation of that model - I'm sure you will as well.
Sadly, although you bought the right equipment, I understand you are upset due to your intent to export the machinery.
We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. As such, there should be no surprises that our business name and tax ID cannot be used on your export paperwork. It would also not surprise you to learn that the above is not grounds for legal battles and attempted chargebacks. The solution resides in determining how you wish to export to the goods & I'm certain your freight forwarder can help you with this.
I believe the exporting can be done simply and without undue hassles or delays. If you decide, for whatever reason, not to ship the goods outside [redacted] you are free to return the goods under our return policy. Simply put, I'm suggesting that there is no need to fight us - we did nothing wrong and will try to support you the best we can."
Unfortunately, we are not able to assist the customer with his export.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From your website,
"International Shipments
We currently do NOT ship internationally, including Canada and Puerto Rico.
We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
I also verified that you would be providing all relavant paperwork with a phone call you. An ein # is a must for any freight forwarder to transport anything over $2500. I'm not asking for a top secret password. The ein is your federal id number and you are required by federal law to provide.
There is currently a $5000 generator sitting in a wharehouse in Miami that can't be shipped. [redacted] kind of shady business are you running? How does it in any way hurt you to provide the requested info?
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 16 we sent the following to the customer "We do not provide exporting service and are not required by law to provide our EIN for customers that export our products. If you want to proceed with returning your items, we would be happy to assist you. Please be aware that returns are subject to potential restock fees. Shipping fees will also be deducted from your refund amount."
Again, We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. The solution resides in determining how you wish to export to the goods and I'm certain your freight forwarder can help you with this.
We again extend the offer to let the customer make a return by following our Return Policy. The customer has until July 8 to decide if he wants to proceed with a return. After that date, the offer for a return is null and void.
Complaint: [redacted]
I am rejecting this response because:They deny rats in the warehouse or truck. I deny rats on my city street. Rats have not crawled up into my motorcycles, my watercraft, boat, slingshot and previous lawn mower on my driveway and chewed up the wires. These items have been on my driveway for years.
It is not normal behavior for rats to crawl onto a lawn mower on the driveway and to chew the wires. This is the behavior of rats trapped inside a truck or warehouse. They were hungry and they were trapped. It is also not normal rat behavior for a rat to choose the lawn mower to deficate on. There were rats poops all over the lawn mower. There were no rat poops on any of the other equipment on the driveway. They were obviously trapped and had no where else to go while inside the crate in the warehouse or truck. The crate is not an enclosed crate. It has safety bars across the front and sides to hold the mower in place, but open all along the bottom.I will not accept normal return fees. I want them to pay for the shipping and refund the entire amount.
[redacted]
Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Customer contacted us on 11/17 reporting that his snow blower was not working. He ran it for a short time and now cannot...
get it restarted. He wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might be. If deemed a manufacturer defect it would be repaired under warranty. We explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX.
Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairs. We offered to call the service center to find out why the customer was told this but he refused and hung up on our representative. We took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at all. We are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be taken. The only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an out and out lie on multiple levels. My initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to set-up an appointment to get it fixed under warranty. They did not provide me with any service center as stated, they basically blew me off, have e-mail to prove it. I called three service centers with-in a thirty mile radius of my zip code. None of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks). By the way, they have a huge back log and can't get it in for weeks. I didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same response. After I got these responses I e-mailed the company explaining the responses, and asked them to call me. The only response I got was an e-mail saying that they are trying to contact the manufacturer, no return call. Waited all day for response, before leaving work I tried again to contact them by e-mail and phone. I was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transaction. This company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his".
I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:00 pm, the call took place on my way home from work 5:45ish Eastern time.
When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following day. Why on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense.
If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at?
Final Consumer Response /* (4200, 11, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem". I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off). The three service centers I contacted were not willing to do the work under warranty. In essence this product had no warranty.
I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a product. Hopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web site. People like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transaction. For the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect.
A member of my church took the snowblower and found it had a defective ignition coil, it cost me $52.00 for the coil and I paid him $100.00 for his work. This was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization.
Final Business Response /* (4000, 13, 2014/11/24) */
The customer also filed a complaint with [redacted], which we addressed. We were then contacted on November 21 by [redacted] with the following email:
"Thank you for getting back to me. I have spoken with the customer and he fixed the snow blower. That being said I will consider this case closed. I appreciate your help in the matter. Have a good weekend.
Best Regards,
[redacted] - The [redacted] Team"
The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $52.00 for the coil and $100.00 for labor. This repair would have been covered 100% under the manufacturer warranty. I know the customer stated that he was not getting results from the service dealers, which is why we offered to assist. If you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of 2 weeks. That would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly.
We feel we did everything in our power to try and assist the customer through the warranty process. It's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses.
Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: Sherry [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
We can certainly understand this customer's frustration of receiving a brand new mower in less than pristine condition....
Please know that we are actively pursuing this matter with Husqvarana, the manufacturer of the mower. We have shared the photos of the mower deck with them. We understand the customer wants a new mower deck, replaced by an authorized service person. We have presented this request and are currently waiting for a final decision. One thing we want to make very clear is that the mower deck on this model comes with a 10 year warranty. If the deck did start to rust and cause issues, the end user would have 10 years to have it replaced or serviced.
With regards to the current issue, if the mower needs to be transported to a local dealer for inspection, Power Equipment Direct would reimburse the customer for any transportation charges.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the mower deck has a 10 year warranty than why is it such a hassle to replace it now? The issue with transporting the mower to an authorized dealer is more than money. It requires a trailer and a vehicle to tow the trailer. Who is providing this? It is now my parents' responsibility. I got an email that they are sending paint to my parents and this is ABSOLUTELY an unacceptable resolution. If you cannot replace the mower deck than I want to return the entire lawn mower and I will spend my money at another business to purchase them a lawn mower that will arrive in the condition I purchase it, brand new.
[redacted]
Final Consumer Response /* (4200, 11, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, no one from Mower's Direct has contacted me, [redacted]. I purchased and paid for this item as a gift to my parents. I am the customer. I am the purchaser. The warranty does not cover rust. I purchased a brand new lawn mower and it arrived damaged.
Again, this was a gift to my parents and they should not be burden with this. Nor should anyone call them for a resolution on my purchase, my Revdex.com complaint, etc.
There are only two acceptable solutions:
1. Return the lawn mower and ship a new one.
2. Return the lawn mower and refund my money so
I can purchase my parents a lawn mower through
a company that values their customers and
provides customer service.
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 17, 2015/07/31) */
We approved the return of the mower and on 7/27 we issued a credit of $2149.99 to the credit card on file for this customer. The customer has been made whole and we are working out the issue with the manufacturer.
Complaint: 12768282
I am rejecting this response because:power equipment took the easy and cheapest path without thinking about me the customer. They refused to refund me the 500 dollars and asked me too return the mower which I spent a whole day unpacking and assembling the zero turn mower . This company does NOT care about giving good customer service and good quality products all they care about is how much money they will make. I even went down and asked for 350 dollars to compensate for the damages on the mower instead of 500 dollars lara and told them they don’t have to send me a replacement for the damages parts and 350 dollars would be enough but they refused . They did not care that I spent a whole day unpacking the mower and assembling it . I refuse their resolution which is not acceptable to me
Sincerely,
Eyad [redacted]
I have reviewed the customer's complaint as well as all the other correspondence related to this issue. Due to the length of time that has been involved in trying to resolve this issue for both parties, we (Power Equipment Direct) have agreed to let the customer donate or dispose of the generator in...
any way he see fit. We will not be arranging for a return of this product. We will consider this issue closed if the customer agrees. Thank you.
Initial Business Response /* (1000, 5, 2014/03/31) */
Contact Name and Title: Sherry Gruennert CS Mgr
Contact Phone: 630-685-0015
Contact Email: [email protected]
Customer received his pump on 11/29/13. He contacted us via email on 3/29/14 stating that his pump "looked used" and that...
the cord was damaged. We replied that we only ship new pumps and that due to the time frame since he received his order, he would need to contact Zoeller directly at 800-928-7867 for warranty as the pump does have a 3 year consumer warranty. We cannot approve a return as the customer is well outside our 30 Day Return Policy. Please find link below for your convenience.
http://www.sumppumpsdirect.com/returns.php
It is the customer's responsibility to inspect their purchase within a reasonable amount of time and to report any issues immediately. 4 months later is well outside what any company would consider reasonable.
Customer has now spoken with 3 members of our customer service team which include our product expert, his assistant, the customer service supervisor and now myself, the customer service manager. Our decision has not changed. The customer must work with Zoeller directly.
Initial Business Response /* (1000, 5, 2014/07/23) */
Contact Name and Title: [redacted], CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Our customer placed their order for the dethatcher on May 12. At that time, the item was on backorder with the manufacturer...
until May 20. On May 22 we emailed the customer at the email they provided of [redacted]@comcast.net to alert them of a new backorder date of July 7. The item was, however, able to ship a little sooner. It shipped on June 30 and delivered on July 3 by Fed Ex. The customer contacted us on July 22 (19 days later) stating they had already bought what they needed from another source and needed to return the dethatcher. We do have a 30 day return policy so returning it was not an issue. We sent them return instructions in accordance with our Return Policy where we state that the original outbound shipping costs will be deducted from the customer's refund and that the customer is responsible for sending the product back at their expense. A link to our Return Policy follows: http://www.mowersdirect.com/returns.php
At no time did the customer contact us to cancel this order. The customer even states in their complaint to the Revdex.com that they had ordered this item from several businesses since it was out of stock everywhere, and every business sent them emails that the orders had been cancelled. We, of course, do not operate that way and just because the other retailers cancelled their order does not mean that we did. If we had, we would have notified the customer as such. It became the customer's responsibility to contact us to cancel their order as we did our part in keeping them informed of the delay in shipping.
I am sorry, but our Return Policy stands and the customer will receive a refund less the outbound shipping costs once the dethatcher is returned per our return instructions.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received any emails from them, and when they shipped it to us it was with free shipping at 149.99 and now they want us to pay to ship it back to the company and they are going to discount our return amount the price of the shipping to us... This is not acceptable... if they had required a signature and we had known it would be delivered, we would not have accepted it and we contacted them twice once in about 11 days and once at 19 days because we were on vacation when it was delivered. The box is unopened, the only thing we did was take off the packing slip from the plastic to find out who sent it. So in short they are expecting us to pay close to 30 dollars in shipping for something we didn't even want. We have all emails from back to December and the only emails we have from them are the ones saying it was delivered and the ones telling us how to return it, so they would not have ended up in our spam mailbox.
Final Business Response /* (4000, 9, 2014/07/23) */
I am sorry that the customer did not receive the emails we send to them notifying them of the additional shipping delays but it really does not make any sense that they would receive some of our emails but not the others. The fact of the matter is that the customer DID NOT contact us to cancel their order. They simply assumed it was cancelled because that is how other retailers they ordered from handled the orders.
Our Return Policy states that the customer is responsible for all the shipping charges, even if the item ordered included "free shipping" as those charges are built into the price of the product. We would be willing to waive the outbound shipping costs we incurred to send this item to the customer. Once they have made the return per the instructions sent via email that they have confirmed they have, we will refund them $149.99.
Thank you.
Consumer Response /* (3000, 19, 2014/08/26) */
This company agreed to refund us $149.99, which is what we paid. We also paid $28.36 of our own money to ship this unwanted item back to SunJoe, as ordered. We could have officially refused the shipment at no loss. We also contacted Comcast who looked through our emails for [email protected] and confirmed there were no emails from this company prior to our complaint (we are still awaiting a printed verification of this). However, 8/25/14 I received an email stating $135.14 will be refunded to us instead of the agreed upon $149.99. We just want the $149.99 promised us in the Revdex.com resolution.
Business Response /* (4000, 21, 2014/08/26) */
Per our Return Policy the customer will receive a refund less the outbound shipping costs. Cost $149.99 - original FEDEX costs $14.85 = $135.14 net refund.
An email was sent to the customer yesterday notifying them that credit of $135.14 was issued to the credit card listed on this order on August 25, 2014. Please allow 24-48 hours for posting.