Quip NYC Inc.

Quip NYC Inc is dedicated to providing our customers with the highest level of service by responding quickly and clearly to any questions regarding our products and offerings. We were first contacted by Marc at 3:37pm on 6/**/about a supposedly fraudulent charge of $for a product refill
and a misunderstanding of our referral programAfter looking back at his customer profile, we realized that because he didn’t follow through on the checkout process from his initial visit through a coupon link, the coupon wasn’t applied as he expectedWe also realized that no purchases were redeemed through his referral link, which is required to unlock free refillsRegardless, in good faith, we proceeded to process a refund for the $he was charged and replied to him with an apology and this resolution within the next hour at 4:12pm. Marc replied shortly after at 5:17pm with gratitude for the resolution, but was still unsettled about the misunderstanding regarding the referral program, even though he had not yet been charged for a refill of which the referral credits would have appliedWe responded with further details about the program with links to where the process is outlined clearly on our website.Additionally, we have since then taken additional measures to further clarify how the program works in all sections of the website where it is mentioned to minimize any potential misunderstandings moving forward

Quip NYC Inc is dedicated to providing our customers with the highest level of service by responding quickly and clearly to any questions regarding our products and offeringsWe are also diligent about providing appropriate solutions to our customers by getting to the root of an issue or product
difficulties being experiencedSometimes, this process requires gathering information (which may include requesting photography if the product isn’t at hand to inspect) in order to properly assess and provide a solution. It is quip’s policy to cover our customers for the life of their refill plan for any manufacturing defectsTerry first reached out to us in December with a complaint that the brush head on his toothbrush wasn’t staying onHe was hesitant at first to send us reference photography of the broken brush until we explained our service policyWe then explained what type of reference images we needed of the product in order to properly assess where the damage was on the brush (photos of the handle with brush head and motor removed), which he didn’t follow nor want to troubleshoot with usWe then proactively sent him a new brush and asked that he return his old brush for us to inspect (we sent a label to send his brush back and replaced his upon receipt)We concluded that the handle was cracked caused by improper removal of the brush head by the customerWe then emailed him to let him know that this was the reason for the problem he was havingWe would have been able to determine this had he sent the right photos of his brush for assessmentAdditionally, in this case, we proceeded with processing a replacement for him in good faith - even though it was not an actual manufacturing defect (that is covered by policy) and was caused by user error (not covered by policy).Our next correspondence was in May with an issue of the brush head popping off, which we addressed by sending him a replacement brush head. Our most recent correspondence was on July *** with a similar complaint of the brush head not staying on the handleAgain, we asked for the same photos (brush head and motor removed) so we can properly assess and provide a replacementAs this same issue has happened before and was concluded to have been caused by user error, we wanted to see if it was the same type of damage on the product so that we could help accordinglyHe proceeded to send us multiple images of his handle that didn’t follow the instructions and reference images we had sent him to remove the brush head and motorWe clearly explained how important it is to provide a proper photo of the quip handle so that we can help with the correct replacement part needed as quickly as possible, to which he responded with this Revdex.com complaint. Altogether, we are dedicated to providing the best customer service to our users and to comply with our policy of covering users with support and replacements for the life of their refill planWe only ask for cooperation from our users to help assess what problems they are experiencing in order to provide the most appropriate solutionWe worked with Terry consistently throughout this process and have provided him with multiple replacements even when it was concluded that the damage to the handle was caused by mishandling of the product by the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have already sent numerous photos of an now unusable toothbrushAs stated, the photos sent are never good enough, never in the right lighting, never clear enough further delaying any resolutionThey are still failing to provide a replacement and they are violating their lifetime warranty claimAs the consumer I have had the same recurring issue with this deviceIt is remarkable they they are willing to risk losing a customer rather than adhere to their now lifetime warranty.I have since canceled my subscription and I requesting a full refund of for a defective product
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
No where in my correspondence with Quip was discussed that I misused my toothbrush or was broken by user errorYou will be able to verify thisThis is toothbrush not a intricate device and in my last troubleshooting request with Quip I discovered that the O ring was missing and I needed to be sent another oneThey have a picture of thisThey failed to provide one resulting in me being without a operable deviceAfter sending them two sets of photos, they were never good enoughI canceled my subscription yesterday because I could no longer be without a working device
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Quip NYC Inc is dedicated to providing our customers with the highest level of service by responding quickly and clearly to any questions regarding our products and offerings. We are especially committed to resolving any issues when our service is not on par with our customer’s...

expectations. In this case, [redacted] (the customer’s sister) reached out with a complaint when we were already trying to resolve the issue with the customer, [redacted].      For some background, the customer placed an order on Sunday, 10/* with priority shipping in hopes that it would arrive on Tuesday, 10/**. Our shipping options clearly state that priority shipping requires 2-3 business days after order processing. Given that the order was placed on a Sunday before a holiday (Monday was Columbus Day), the order wasn’t processed until Tuesday, 10/**. The earliest that the package would have arrived with priority shipping was Thursday, 10/**.      Altogether, the customer’s expectations were never going to be met with the conditions set forth. We understood her and her sister’s dissatisfaction and have already issues a refund for the priority shipping. We are also processing a full refund for the products purchased as soon as we receive the returned product in a prepaid envelope that we had provided her.

Per our policy, we would be happy to replace a defective product as long as it's under a subscription plan or one year after initial purchase (for non-subscription purchasers) after receipt of the returned product. As mentioned in the attached document of email correspondence between quip & the customer, we offered to supply a shipping label for Terry to send back his toothbrush since he didn't to troubleshoot with photography. Since it is already beyond our 30-day return period (initial purchase was 11/**/2015), we can no longer offer a refund for this order. It is also beyond the 1-year warranty period for non-subscription users. We can only offer a replacement upon receipt of the defective product and reactivation of a subscription plan.