Complaint: [redacted]
I am rejecting this response because: Mowers Direct is laying off the problem on some third party as if they have no control or responsibility.
The Free Shipping is a banner on their website that the third party picks up. MD could add 'on mowers' to the free shipping banner so that their policy would be accurately represented.
Who is paying for the third party advertising, how is it that MD has no control over their representation. If the prices of the items that come up were mistaken would the response still be that they had no control and no obligation to fix, Just tell people that after they waste there time going through the effort to get to the site that the site that displays your name and represents your product incorrectly to potential customers is not something you want to address. For myself I found someplace else to buy the battery where they manage the representation of what they sell to the public.
I wonder how many other potential sales are going the same way.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: Sherry [redacted] CS Mgr.
Contact Phone: [redacted]
Contact Email: [redacted]@pedstores.com
We do apologize to the customer as there was a unknown glitch in our credit processing on August 17. We were not fully made aware...
of this processing error until August 26. As soon as the error was discovered, we reissued the credit to the customer for $549.99. He should see the credit back on his credit card within 2 business days.
Complaint: [redacted]
I am rejecting this response because: The company [redacted] nor [redacted] has satisfied the complaint. Our mower has been to the shop 12 times over the last 12 months. We now being told they are working on the problem. I have requested the repair documents and the fact that they did not keep records of some of the repairs from the maintenance shop. I will include those documents once received.
Sincerely,
[redacted]
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.
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. I would like to remove this complaint from the Revdex.com site as the customer has acknowledged that is his paying us in full.Can we please remove. Thank you -[redacted] Operations Manager Recycleabook.com
Sincerely,
Candy Mason
I have read your complete report of what transpired and it is clear that we did not handle this situation properly for you. It does appear that the additional $50 refund was processed on August 24. This brings your total refund to the purchase price you paid. I am in agreement to refund you for the...
additional shipping costs you incurred to send this item back to us. Please submit to my email at [redacted] a copy of the paid receipt for $75.19 and I will ensure you are reimbursed. Thank you for your cooperation.
Complaint: [redacted]
I am rejecting this response because:every thing in this response is not true I called them within a week of receiving it this is a very unethical company
Sincerely,
[redacted]
I am sorry for all the frustration this situation is causing the customer. We are doing our best to work with him and the manufacturer to get the mower repaired as quickly as possible. Our stance has not changed since the last response. This item is covered under a manufacturer warranty of 3 years. We have offered to pay for the transportation costs to get the mower to and from the service dealer. All we need is a copy of the invoice for those charges and we will reimburse the customer fully. With regards to our Return Policy, the information on how gas powered equipment is handled is clearly explained. We state in part: "Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty." Please note that all equipment carries a manufacturer warranty of various lengths depending on the manufacturer. Should any issues arise after the item has been gassed, an authorized service provider will need to inspect the equipment for defect and make whatever repairs or adjustments are needed under the product warranty. If the service provider deems the item as non-repairable, then we will work with the service provider, the manufacturer and the customer to get the item returned for a full refund. We would need this is writing from the service dealer. To view our complete Return Policy, please go to https://www.mowersdirect.com/returns.php
We certainly apologize for any issues Mr. [redacted] experienced with his installation. As soon as we received his complaint, we contacted the installer and asked them to look into the issue. We also reached out to the customer with an offer of his choice of a free accessory item. We came to an...
agreement to issue him a credit for the generator pad he purchased for $299.99. A credit of $299.99 was issued to the original payment method used earlier today. We relayed this information to the customer via email as well. We do consider this issue resolved.Our internal reference number is [redacted]
Initial Business Response /* (1000, 5, 2014/12/10) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
The customer states he left the manager a message but did not receive a call back. I am the manager of the customer service...
department and I never received any message to contact the customer. My apologies that the message was not given to me.
The customer placed an order for a snow blower and after receiving his check payment we sent an email on 11/30/14 stating "We regret to inform you that [redacted] is experiencing a backorder of many of their two stage snow blower models. The new estimated ship date for model XXX XX XX-XX is 12/16/2014."
Order was the cancelled on 12/3/14, which began the check refund process. Customer's check refund for the full amount of $1077.99 was processed on 12/8/14. The customer should receive his check refund in 5-10 business days, dependent on the U.S. Postal Service delivery time frame.
We certainly apologize for any issues Mr. [redacted] experienced with his installation. As soon as we received his complaint, we contacted the installer and asked them to look into the issue. We also reached out to the customer with an offer of his choice of a free...
accessory item. We came to an agreement to issue him a credit for the generator pad he purchased for $299.99. A credit of $299.99 was issued to the original payment method used earlier today. We relayed this information to the customer via email as well. We do consider this issue resolved.Our internal reference number is [redacted]
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did not buy this machine "as is". I bought a new product with assurance it would arrive functioning. It arrived defective and not functioning. A no-return policy cannot apply to a product that is faulty prior to conveying it to me. Did you test the product prior to shipping? You have requested I take the machine to a service center, but I have no vehicle that can transport the machine. Please make me whole by taking back the product or by arranging the machine to go to the service center so the product defects may be removed at no cost or trouble to me.Sincerely,
[redacted]
We are sorry that the customer is having issues with his purchase. Unfortunately, we cannot approve a return as the generators have been gassed. The customer has had the generators to service but they agree there is nothing wrong with the units, they are simply not working for what he needs them...
for. We cannot ever guarantee that a generator will run a customer's RV air conditioning unit. We can only give recommendations based on the information a customer provides to us. The customer received his order on May 17 but did not contact us until August 29. He is well outside our 30 day return policy. Please review: https://www.electricgeneratorsdirect.com/returns.php
Complaint: [redacted]
I am rejecting this response because:
I will only ACCEPT the business' response when I have ALL of the required parts in hand, or the business has arranged for a replacement portable generator. I expect resolution of this matter no later than close of business 2 December 2016. At that point it will have been two and a half months of continuing to seek resolution. If ALL of the required parts are not delivered by 2 December 2016, I will expect the business to begin making arrangements for the return shipment of this generator and the delivery of a replacement generator, AT NO COST TO THE CUSTOMER.
Sincerely,
[redacted]
We apologize for the issues the customer is having with his [redacted] pressure washer. Various members of our sales staff have tried to assist the customer with some troubleshooting and offers of a credit of $75 toward the transport of the pressure washer to a local service dealer. If the customer...
does not have a way to transport the item, many service dealers offer a pick up service. Please note that this item is covered by a manufacturer warranty of 2 years on the pump and 3 years on the engine. Per our Return Policy https://www.pressurewashersdirect.com/returns.php we are not able to accept returns on gas powered equipment. We have asked the customer to call the manufacturer at [redacted] to try and troubleshoot more extensively than we can do. Since they designed and built these products, their experienced engineers can remedy most problems over the phone. We have also provided the names of several service dealers that can assist with warranty.The customer should not be charge for any service that is deemed a warranty issue. The customer just needs to show a copy of his invoice as proof of purchase for warranty service. We have not issued the $75 credit yet, as we were waiting for acceptance of this offer by the customer.Again, we are sorry for the frustration but the product warranty is in place to protect the customer from manufacturer defect.
We have escalated this issue with [redacted] and they are addressing the concern with their service network. In addition, we have offered to cover any transportation costs the customer incurs (up to $75) to have the unit brought to/from the service center. Based on the last communication...
received from the customer on 10/26, he was agreeable to this resolution.
I have investigated the complaint to determine what transpired and I can say without a doubt that the ball was dropped by many people both at Power Equipment Direct and at Pro Mow. The customer did everything they were supposed to do and we failed them miserably. We are currently working with a...
freight carrier and the customer to let them know that the equipment to be returned will be picked up soon. All items to be returned should be given to the driver, once the pick up arrangements are made. The return will go back to Pro Mow. Once they receive the return, we will issue the customer a full refund for all items returned. Our deepest apologies for any frustration the customer has experienced. Power Equipment Direct prides itself on excellent customer service and this instance does not reflect the company we are or who we strive to be. Once again, we are sorry for causing this issue.
Once an order ships, it can no longer be canceled. Therefore, per our return policy, if a customer no longer wants an order that has shipped, any shipping costs incurred would be deducted from the refund. While the customer should be held responsible for these charges, the customer has...
Complaint: [redacted]
I am rejecting this response because: Mowers Direct is laying off the problem on some third party as if they have no control or responsibility.
The Free Shipping is a banner on their website that the third party picks up. MD could add 'on mowers' to the free shipping banner so that their policy would be accurately represented.
Who is paying for the third party advertising, how is it that MD has no control over their representation. If the prices of the items that come up were mistaken would the response still be that they had no control and no obligation to fix, Just tell people that after they waste there time going through the effort to get to the site that the site that displays your name and represents your product incorrectly to potential customers is not something you want to address. For myself I found someplace else to buy the battery where they manage the representation of what they sell to the public.
I wonder how many other potential sales are going the same way.
Sincerely,
[redacted]
You have the option to return the mower. However, the terms of our Return Policy will be applied.
Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: Sherry [redacted] CS Mgr.
Contact Phone: [redacted]
Contact Email: [redacted]@pedstores.com
We do apologize to the customer as there was a unknown glitch in our credit processing on August 17. We were not fully made aware...
of this processing error until August 26. As soon as the error was discovered, we reissued the credit to the customer for $549.99. He should see the credit back on his credit card within 2 business days.
Complaint: [redacted]
I am rejecting this response because: The company [redacted] nor [redacted] has satisfied the complaint. Our mower has been to the shop 12 times over the last 12 months. We now being told they are working on the problem. I have requested the repair documents and the fact that they did not keep records of some of the repairs from the maintenance shop. I will include those documents once received.
Sincerely,
[redacted]
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.
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. I would like to remove this complaint from the Revdex.com site as the customer has acknowledged that is his paying us in full.Can we please remove. Thank you -[redacted] Operations Manager Recycleabook.com
Sincerely,
Candy Mason
I have read your complete report of what transpired and it is clear that we did not handle this situation properly for you. It does appear that the additional $50 refund was processed on August 24. This brings your total refund to the purchase price you paid. I am in agreement to refund you for the...
additional shipping costs you incurred to send this item back to us. Please submit to my email at [redacted] a copy of the paid receipt for $75.19 and I will ensure you are reimbursed. Thank you for your cooperation.
Complaint: [redacted]
I am rejecting this response because:every thing in this response is not true I called them within a week of receiving it this is a very unethical company
Sincerely,
[redacted]
I am sorry for all the frustration this situation is causing the customer. We are doing our best to work with him and the manufacturer to get the mower repaired as quickly as possible. Our stance has not changed since the last response. This item is covered under a manufacturer warranty of 3 years. We have offered to pay for the transportation costs to get the mower to and from the service dealer. All we need is a copy of the invoice for those charges and we will reimburse the customer fully. With regards to our Return Policy, the information on how gas powered equipment is handled is clearly explained. We state in part: "Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty." Please note that all equipment carries a manufacturer warranty of various lengths depending on the manufacturer. Should any issues arise after the item has been gassed, an authorized service provider will need to inspect the equipment for defect and make whatever repairs or adjustments are needed under the product warranty. If the service provider deems the item as non-repairable, then we will work with the service provider, the manufacturer and the customer to get the item returned for a full refund. We would need this is writing from the service dealer. To view our complete Return Policy, please go to https://www.mowersdirect.com/returns.php
We certainly apologize for any issues Mr. [redacted] experienced with his installation. As soon as we received his complaint, we contacted the installer and asked them to look into the issue. We also reached out to the customer with an offer of his choice of a free accessory item. We came to an...
agreement to issue him a credit for the generator pad he purchased for $299.99. A credit of $299.99 was issued to the original payment method used earlier today. We relayed this information to the customer via email as well. We do consider this issue resolved.Our internal reference number is [redacted]
Initial Business Response /* (1000, 5, 2014/12/10) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
The customer states he left the manager a message but did not receive a call back. I am the manager of the customer service...
department and I never received any message to contact the customer. My apologies that the message was not given to me.
The customer placed an order for a snow blower and after receiving his check payment we sent an email on 11/30/14 stating "We regret to inform you that [redacted] is experiencing a backorder of many of their two stage snow blower models. The new estimated ship date for model XXX XX XX-XX is 12/16/2014."
Order was the cancelled on 12/3/14, which began the check refund process. Customer's check refund for the full amount of $1077.99 was processed on 12/8/14. The customer should receive his check refund in 5-10 business days, dependent on the U.S. Postal Service delivery time frame.
We certainly apologize for any issues Mr. [redacted] experienced with his installation. As soon as we received his complaint, we contacted the installer and asked them to look into the issue. We also reached out to the customer with an offer of his choice of a free...
accessory item. We came to an agreement to issue him a credit for the generator pad he purchased for $299.99. A credit of $299.99 was issued to the original payment method used earlier today. We relayed this information to the customer via email as well. We do consider this issue resolved.Our internal reference number is [redacted]
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I did not buy this machine "as is". I bought a new product with assurance it would arrive functioning. It arrived defective and not functioning. A no-return policy cannot apply to a product that is faulty prior to conveying it to me. Did you test the product prior to shipping? You have requested I take the machine to a service center, but I have no vehicle that can transport the machine. Please make me whole by taking back the product or by arranging the machine to go to the service center so the product defects may be removed at no cost or trouble to me.Sincerely,
[redacted]
We are sorry that the customer is having issues with his purchase. Unfortunately, we cannot approve a return as the generators have been gassed. The customer has had the generators to service but they agree there is nothing wrong with the units, they are simply not working for what he needs them...
for. We cannot ever guarantee that a generator will run a customer's RV air conditioning unit. We can only give recommendations based on the information a customer provides to us. The customer received his order on May 17 but did not contact us until August 29. He is well outside our 30 day return policy. Please review: https://www.electricgeneratorsdirect.com/returns.php
Complaint: [redacted]
I am rejecting this response because:
I will only ACCEPT the business' response when I have ALL of the required parts in hand, or the business has arranged for a replacement portable generator. I expect resolution of this matter no later than close of business 2 December 2016. At that point it will have been two and a half months of continuing to seek resolution. If ALL of the required parts are not delivered by 2 December 2016, I will expect the business to begin making arrangements for the return shipment of this generator and the delivery of a replacement generator, AT NO COST TO THE CUSTOMER.
Sincerely,
[redacted]
We apologize for the issues the customer is having with his [redacted] pressure washer. Various members of our sales staff have tried to assist the customer with some troubleshooting and offers of a credit of $75 toward the transport of the pressure washer to a local service dealer. If the customer...
does not have a way to transport the item, many service dealers offer a pick up service. Please note that this item is covered by a manufacturer warranty of 2 years on the pump and 3 years on the engine. Per our Return Policy https://www.pressurewashersdirect.com/returns.php we are not able to accept returns on gas powered equipment. We have asked the customer to call the manufacturer at [redacted] to try and troubleshoot more extensively than we can do. Since they designed and built these products, their experienced engineers can remedy most problems over the phone. We have also provided the names of several service dealers that can assist with warranty.The customer should not be charge for any service that is deemed a warranty issue. The customer just needs to show a copy of his invoice as proof of purchase for warranty service. We have not issued the $75 credit yet, as we were waiting for acceptance of this offer by the customer.Again, we are sorry for the frustration but the product warranty is in place to protect the customer from manufacturer defect.
We have escalated this issue with [redacted] and they are addressing the concern with their service network. In addition, we have offered to cover any transportation costs the customer incurs (up to $75) to have the unit brought to/from the service center. Based on the last communication...
received from the customer on 10/26, he was agreeable to this resolution.
I have investigated the complaint to determine what transpired and I can say without a doubt that the ball was dropped by many people both at Power Equipment Direct and at Pro Mow. The customer did everything they were supposed to do and we failed them miserably. We are currently working with a...
freight carrier and the customer to let them know that the equipment to be returned will be picked up soon. All items to be returned should be given to the driver, once the pick up arrangements are made. The return will go back to Pro Mow. Once they receive the return, we will issue the customer a full refund for all items returned. Our deepest apologies for any frustration the customer has experienced. Power Equipment Direct prides itself on excellent customer service and this instance does not reflect the company we are or who we strive to be. Once again, we are sorry for causing this issue.
Once an order ships, it can no longer be canceled. Therefore, per our return policy, if a customer no longer wants an order that has shipped, any shipping costs incurred would be deducted from the refund. While the customer should be held responsible for these charges, the customer has...
received a full credit as of 10/20/17.