Provantage LLC

Good afternoon, I am the Customer Service Manager here at Provantage LLC and I am responding to the Revdex.com complaint we had receivedHere at Provantage we offer two options for returns, Returns for credit as well as Returns for replacementIn this case a return for replacement had been requestedThe process for replacement returns, we issue the customer a return and return label for the defective itemWe ship a replacement to the customer at no additional costThe original defective product is needed to be received in order to rectify the new product being shipped at no additional costWe inform all customers, if original product is not received a second charge will be made to the replacement order In this case the original product was not receivedA replacement had been shipped at no cost originallyDue to not receiving the original return a second charge had been processedThis is standard procedure as mentioned in the return instructions when sending to end usersHad this been a return for credit, a credit would not have been issued since the product was never receivedThe end user in this case was using the incorrect return labelDue to the mixup our department provided the end user with a new return label and requested they use the new label to return, this way the process was completedHowever the end user received the replacement product and did not follow instructions with original returnWe had asked the warehouse this product was sent to in error to refuse back to our end user so that they could use the new labelA label that was provided to the customer at no additional costDue to receiving the new product, the customer rather than accepting the refused shipment to return with new label they also refused the refusal back to incorrect warehouseThis process happened three times totalAfter the incorrect warehouse received the same incorrect return three times they liquidated the returnPlease note that every time they received the incorrect product and refused, Provantage was charged a refusal fee that we ate the cost of So we have received several refusal fees for this issueWe provided the customer with a replacement at no costWe also provided the customer with several different prepaid shipping labels as well as instruction to not refuse the return but rather accept and return with correct labelAt this time a return was never received in place of the replacementWe are forced to charge the customer for the replacementIf there are any other questions or concerns please adviseThank you for your time' [redacted] Customer Service Manager Provantage LLC [redacted]

In regards to the video cards and the price change, we have been informed by distribution directly that again due to the allocation of these line items we are unable to fill at the previous price providedOur purchasing team has reached out to all other distribution channels to see if the original price provided would be something that could be matched if re-orderedWe have been denied on all endsAn option was provided upon notice from distribution, the order could either be processed at the new cost or we could cancelThe order was canceled as requested upon same day as requestPrior to cancelation the order placed had not been invoicedIt is noted on our website that all prices are scheduled to changeIf an order was to be resubmitted we would be unable to match the original cost of the canceled orderWe have been informed from our warehouses the next expected ETA currently for these line items is Mid June - Early July

This is a response to complaint filed regarding O [redacted] This order was submitted on 1/for QTY of VGA cardsWe have been informed by all of our distribution channels that due to the extreme allocation of VGA cards at this time, they were no longer releasing these items at the current cost They informed us we would either need to either update the pricing on these VGA cards or cancel as they were unable to match the original cost providedWe had informed the end user that the order on our end had not been completed or fulfilled at anytime due to the items being unavailable to shipWe also informed the customer of the allocation of the VGA cards and that we would need either approval of the new cost, or to cancel the orderThroughout the backorder there were three different authorizations to ensure the card remain validAs always these authorizations fall off within hours and there was not an invoice completed for this cardThe customer understood the issue over the phone and requested to cancel the order which we were able to do minutes after speaking [redacted]

Good morning, my name is AJ Rutledge I am the customer service manager here at ProvantageI have received the complaint and have been made aware of the issue regarding the LIC ordered and have yet to receiveI have emailed the customer personally to inform them I will be personally handing this
issue to make it rightI have contacted *** *** our distribution team in which our PO was placed to and demanded they either forward a copy of the LIC to us to complete the order or to provide a detailed explanation as to why this is being delayedI have informed our customer that as soon as I have more information whether it be the copies of the LIC or a reason for delay I will be sure to forwardUnfortunately as of now our purchasing department has yet to receive a copy ourselvesOur customer has not been invoiced for this order and will not be charged until the LIC are received and completedMoving forward I am working on getting this issue resolved as quickly as possibleThank you for your patience and understanding on this matter ** *** Customer Service Manager Provantage LLC ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This issue has been taken care of on our endA lost shipment claim has been sent over to our warehouse and a replacement order was created on 7/22/Replacement *** was shipped on *** *** ***This replacement was shipped out to the end user at no additional cost.Thank
You, ** ***

Here at Provantage we offer a day return period for all products orderedWe show this order was placed on 9/7/17, well outside our day return periodHowever we will make an exception to process a returnWe will be reaching out to the end user shortly today for more information so we may
then complete the return on our end

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Again, the business is obviously not going to do the right thing. I will not pay the unadvertised higher price for the video graphic cards. I will not make any future purchases from this company and I will share my negative experience with everyone I know that uses these types of computer items. I was trying to purchase from a local [redacted] company and this is the result I get. 
Regards,
[redacted]

In regards to the video cards and the price change, we have been informed by distribution directly that again due to the allocation of these line items we are unable to fill at the previous price provided. Our purchasing team has reached out to all other distribution channels to see if the original price provided would be something that could be matched if re-ordered. We have been denied on all ends. An option was provided upon notice from distribution, the order could either be processed at the new cost or we could cancel. The order was canceled as requested upon same day as request. Prior to cancelation the order placed had not been invoiced. It is noted on our website that all prices are scheduled to change. If an order was to be resubmitted we would be unable to match the original cost of the canceled order. We have been informed from our warehouses the next expected ETA currently for these line items is Mid June - Early July.

This is a response to complaint filed regarding O[redacted]. This order was submitted on 1/8 for QTY 6 of VGA cards. We have been informed by all of our distribution channels that due to the extreme allocation of VGA cards at this time, they were no longer releasing these items at the current cost....

They informed us we would either need to either update the pricing on these VGA cards or cancel as they were unable to match the original cost provided. We had informed the end user that the order on our end had not been completed or fulfilled at anytime due to the items being unavailable to ship. We also informed the customer of the allocation of the VGA cards and that we would need either approval of the new cost, or to cancel the order. Throughout the backorder there were three different authorizations to ensure the card remain valid. As always these authorizations fall off within 24 hours and there was not an invoice completed for this card. The customer understood the issue over the phone and requested to cancel the order which we were able to do minutes after speaking.  [redacted]

Good afternoon,  This response is in regards t[redacted] I show the return was received back and completed. A credit of $300.72 for the product and $30.30 for original shipping, total credit of $331.02 has been processed. I show a credit was completed on our end as of...

3/1/18 back to the original Credit card used. Please note the bank/card carrier can at times take several business days to complete the credit transaction on their end. That being said, again I can confirm a credit has been completed on Provantage's end on 3/1/18 for total amount of $331.02.   [redacted]

Good afternoon, I am the Customer Service Manager here at Provantage LLC and I am responding to the Revdex.com complaint we had received. Here at Provantage we offer two options for returns, Returns for credit as well as Returns for replacement. In this case a return for replacement had been requested. The...

process for replacement returns, we issue the customer a return and return label for the defective item. We ship a replacement to the customer at no additional cost. The original defective product is needed to be received in order to rectify the new product being shipped at no additional cost. We inform all customers, if original product is not received a second charge will be made to the replacement order.  In this case the original product was not received. A replacement had been shipped at no cost originally. Due to not receiving the original return a second charge had been processed. This is standard procedure as mentioned in the return instructions when sending to end users. Had this been a return for credit, a credit would not have been issued since the product was never received. The end user in this case was using the incorrect return label. Due to the mixup our department provided the end user with a new return label and requested they use the new label to return, this way the process was completed. However the end user received the replacement product and did not follow instructions with original return. We had asked the warehouse this product was sent to in error to refuse back to our end user so that they could use the new label. A label that was provided to the customer at no additional cost. Due to receiving the new product, the customer rather than accepting the refused shipment to return with new label they also refused the refusal back to incorrect warehouse. This process happened three times total. After the incorrect warehouse received the same incorrect return three times they liquidated the return. Please note that every time they received the incorrect product and refused, Provantage was charged a refusal fee that we ate the cost of.  So we have received several refusal fees for this issue. We provided the customer with a replacement at no cost. We also provided the customer with several different prepaid shipping labels as well as instruction to not refuse the return but rather accept and return with correct label. At this time a return was never received in place of the replacement. We are forced to charge the customer for the replacement. If there are any other questions or concerns please advise. Thank you for your time. '[redacted] Customer Service Manager Provantage LLC [redacted]