Complaint: [redacted]
I am rejecting this response because: this is a brand new, never used product that arrived not working. Seller should accept back for refund or replace. At sellers request I have called the manufacturer (both Honda and Simpson). Honda referred me to Simpson. Simpson suggested the same troubleshooting as seller. Product still does not work. I called the service center that seller requested I call. Their pickup/delivery price is more than the $75 offer for credit. The service center also said I would be responsible for part of the cost of labor. I should not have any out of pocket cost. When I conveyed this information to seller I was given a list of several other service centers with the assumption I should spend my day calling and negotiating until I find one that will take care of me. This is sellers responsibility and not mine. As a brand new product that has never been used the seller should take the responsibility of solving the problem and not make it my problem.
Sincerely,
[redacted]
This mower was delivered on November 8. This issue was not reported to us until November 21. While it a car cover was placed on it to protect it from the rain, this wouldn't adequately protect the product from any field mice or other common rodents that it may have been exposed to over...
the course of almost 2 weeks. There is no evidence that this was shipped from our warehouse with rats. We have not received any other complaints regarding an issue like this. If the customer does not want to keep this mower, our Return Policy would be applied and shipping costs would be deducted from the refund amount.
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstore.com
We have been working with the customer on a resolution to this issue. We have been approved to return the entire lawn...
tractor and provide a full refund to the customer. The customer has been notified and we are just now working out the details of the return. Once we have received the item back to our facility, we will issue the customer a full refund.
Initial Business Response /* (1000, 5, 2014/05/02) */
Contact Name and Title: [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
We do apologize for the condition that the mower arrived in. The customer can be assured that it did not leave our facility...
in that condition. It would have shipped in a brand new condition in a factory sealed carton. Unfortunately it appears as though Fed Ex did not take proper care while handling this shipment. The parts needed have shipped today by Fed Ex ground under tracking number XXXXXXXXXXXXXXX. An email with this information was sent to the customer earlier today. The parts should deliver in 2-3 business days. We can offer the customer a $50 courtesy credit for the problems he experienced. We will have our accounting department issue that credit immediately. Again, our apologies.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were suppposed to have shipped the parts over a week ago. If I had not called them today, I would have never gotten the parts! I have already paid someone to cut my grass 2 times and I will also have to install the parts myself.So to me it adds up to $80 for the grass cutting so far and however much labor is to install a new front axle and wheels?
This company should have sent out another mower immediately! The packaging by this company was horrible. Fedex may have bent the wheel but Power Direct did not package it correctly.
Final Business Response /* (4000, 9, 2014/05/05) */
The customer needs to understand that we do not package the mower. The manufacturer packages the mower at time of production and then sends product to our warehouse for fulfillment of orders. In addition, we ordered the parts on the same day the customer reported the damage and the customer was advised that the timeframe for parts to ship and receive are 5-7 business days. The parts are due to arrive to the customer on 5/6/14 via Fed Ex under tracking #XXXXXXXXXXXXXXX. We have already issued a credit for $50 to the customr. We have filed a claim with Fed Ex for the damage. If they pay more than the $50 already credited, we would be happy to issue an additional credit to the customer. Fed Ex claims can take up to 6 weeks to settle.
Final Consumer Response /* (4200, 11, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company DOES do final packaging, and to hold a lawnmower together with scotch tape is absolutely NO way to ship! This company is the worst I have ever dealt with and will not admit fault, or take responsibility!
They need to step up to the plate on this transaction! Stop pointing the finger at someone else.
We are sorry that the mower arrived in poor condition. Upon being advised by the customer of the damage, we immediately began the process to file a claim with the carrier. Part of the process requires pictures of the damage. We received the pictures from the customer after hours on...
Friday. We are reviewing them this morning and will be in contact with the customer today to discuss resolution options.
Complaint: [redacted]
I am rejecting this response because:
They assured us these generators would run everything in our camper. Or I would NOT have sent $1600 for the IQ2000 Generac generators . I would appreciate a refund and return the generators so I can purchase generator that will perform as they said.
Sincerely,
[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 are very sorry that you are experiencing issues with your air compressor. We will assist in any way possible to get this matter resolved, but we are required to follow the warranty process put forth by the manufacturer which allows them to investigate and ensure proper use, maintenance, and...
to answer any further technical questions regarding their product. We tried to call you on the phone number associated with the order. We have been in contact with [redacted]. They have assigned a technician that is willing and able to work with you directly to resolve this matter. If the technician determines the unit cannot be repaired due to a defect, they will provide their findings to us. We can then work with the manufacturer to replace the item. Please feel free to contact [redacted] our Air Compressor Product Expert, directly as he is working on this issue with [redacted]. He can be reached at [redacted] We appreciate your patience and cooperation as we work to resolve this issue.
Thank you for your response Mr. [redacted]. We heard back from the manufacturer on December 19 that the service center has been approved to replace the transmission on your Cub Cadet mower. This will be done under warranty. If you have any further questions, please let us know.
We forwarded your last comments to our rep. He has been trying to resolved for you. We just received a message that [redacted] from [redacted] Service spoke to the Cub Cadet service dealer (who has a solid reputation with years of good service for Cub Cadet) and then he called and spoke to you. He states it worked out best for Cub Cadet to take the unit back. That return and credit to the consumer will be handled by the factory. Hopefully you are satisfied with this outcome. We don’t get these very often, but occasionally they do allow the consumer to purchase a new product at their discretion. We are sorry for the difficulty. Thank you.
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.php
Our reference number for this order is [redacted]
We have contacted [redacted] with the customers request for additional parts. We have ordered all missing parts from the most recent listing the customer provided. We are asking for 2nd day air shipment direct to the customer. We do apologize for all the trouble and inconvenience this has caused.
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.
Complaint: [redacted]
I am rejecting this response because: this is a brand new, never used product that arrived not working. Seller should accept back for refund or replace. At sellers request I have called the manufacturer (both Honda and Simpson). Honda referred me to Simpson. Simpson suggested the same troubleshooting as seller. Product still does not work. I called the service center that seller requested I call. Their pickup/delivery price is more than the $75 offer for credit. The service center also said I would be responsible for part of the cost of labor. I should not have any out of pocket cost. When I conveyed this information to seller I was given a list of several other service centers with the assumption I should spend my day calling and negotiating until I find one that will take care of me. This is sellers responsibility and not mine. As a brand new product that has never been used the seller should take the responsibility of solving the problem and not make it my problem.
Sincerely,
[redacted]
This mower was delivered on November 8. This issue was not reported to us until November 21. While it a car cover was placed on it to protect it from the rain, this wouldn't adequately protect the product from any field mice or other common rodents that it may have been exposed to over...
the course of almost 2 weeks. There is no evidence that this was shipped from our warehouse with rats. We have not received any other complaints regarding an issue like this. If the customer does not want to keep this mower, our Return Policy would be applied and shipping costs would be deducted from the refund amount.
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstore.com
We have been working with the customer on a resolution to this issue. We have been approved to return the entire lawn...
tractor and provide a full refund to the customer. The customer has been notified and we are just now working out the details of the return. Once we have received the item back to our facility, we will issue the customer a full refund.
Initial Business Response /* (1000, 5, 2014/05/02) */
Contact Name and Title: [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
We do apologize for the condition that the mower arrived in. The customer can be assured that it did not leave our facility...
in that condition. It would have shipped in a brand new condition in a factory sealed carton. Unfortunately it appears as though Fed Ex did not take proper care while handling this shipment. The parts needed have shipped today by Fed Ex ground under tracking number XXXXXXXXXXXXXXX. An email with this information was sent to the customer earlier today. The parts should deliver in 2-3 business days. We can offer the customer a $50 courtesy credit for the problems he experienced. We will have our accounting department issue that credit immediately. Again, our apologies.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were suppposed to have shipped the parts over a week ago. If I had not called them today, I would have never gotten the parts! I have already paid someone to cut my grass 2 times and I will also have to install the parts myself.So to me it adds up to $80 for the grass cutting so far and however much labor is to install a new front axle and wheels?
This company should have sent out another mower immediately! The packaging by this company was horrible. Fedex may have bent the wheel but Power Direct did not package it correctly.
Final Business Response /* (4000, 9, 2014/05/05) */
The customer needs to understand that we do not package the mower. The manufacturer packages the mower at time of production and then sends product to our warehouse for fulfillment of orders. In addition, we ordered the parts on the same day the customer reported the damage and the customer was advised that the timeframe for parts to ship and receive are 5-7 business days. The parts are due to arrive to the customer on 5/6/14 via Fed Ex under tracking #XXXXXXXXXXXXXXX. We have already issued a credit for $50 to the customr. We have filed a claim with Fed Ex for the damage. If they pay more than the $50 already credited, we would be happy to issue an additional credit to the customer. Fed Ex claims can take up to 6 weeks to settle.
Final Consumer Response /* (4200, 11, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company DOES do final packaging, and to hold a lawnmower together with scotch tape is absolutely NO way to ship! This company is the worst I have ever dealt with and will not admit fault, or take responsibility!
They need to step up to the plate on this transaction! Stop pointing the finger at someone else.
We are sorry that the mower arrived in poor condition. Upon being advised by the customer of the damage, we immediately began the process to file a claim with the carrier. Part of the process requires pictures of the damage. We received the pictures from the customer after hours on...
Friday. We are reviewing them this morning and will be in contact with the customer today to discuss resolution options.
Complaint: [redacted]
I am rejecting this response because:
They assured us these generators would run everything in our camper. Or I would NOT have sent $1600 for the IQ2000 Generac generators . I would appreciate a refund and return the generators so I can purchase generator that will perform as they said.
Sincerely,
[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 are very sorry that you are experiencing issues with your air compressor. We will assist in any way possible to get this matter resolved, but we are required to follow the warranty process put forth by the manufacturer which allows them to investigate and ensure proper use, maintenance, and...
to answer any further technical questions regarding their product. We tried to call you on the phone number associated with the order. We have been in contact with [redacted]. They have assigned a technician that is willing and able to work with you directly to resolve this matter. If the technician determines the unit cannot be repaired due to a defect, they will provide their findings to us. We can then work with the manufacturer to replace the item. Please feel free to contact [redacted] our Air Compressor Product Expert, directly as he is working on this issue with [redacted]. He can be reached at [redacted] We appreciate your patience and cooperation as we work to resolve this issue.
Thank you for your response Mr. [redacted]. We heard back from the manufacturer on December 19 that the service center has been approved to replace the transmission on your Cub Cadet mower. This will be done under warranty. If you have any further questions, please let us know.
We forwarded your last comments to our rep. He has been trying to resolved for you. We just received a message that [redacted] from [redacted] Service spoke to the Cub Cadet service dealer (who has a solid reputation with years of good service for Cub Cadet) and then he called and spoke to you. He states it worked out best for Cub Cadet to take the unit back. That return and credit to the consumer will be handled by the factory. Hopefully you are satisfied with this outcome. We don’t get these very often, but occasionally they do allow the consumer to purchase a new product at their discretion. We are sorry for the difficulty. Thank you.
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.php
Our reference number for this order is [redacted]
We have contacted [redacted] with the customers request for additional parts. We have ordered all missing parts from the most recent listing the customer provided. We are asking for 2nd day air shipment direct to the customer. We do apologize for all the trouble and inconvenience this has caused.
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.