Razorama.com

Dear [redacted] ***, Thank you for your letter to the Revdex.com and we sincerely apologize for the return and exchange issue you experienced with our company I understand that our customer support representative, J [redacted] , spoke to you on February 4, 2014, and issued you a full refund and informed you that you did not need to return the battery to us If you have any further questions, please do not hesitate to contact Jessica directly at 805-715- Thank you again for being a valued customer and if you have any further questions, please email me directly at p [redacted] @razorama.com Kind regards, [redacted] President

We apologize for the run around to Nancy and we have given her a full refund today in the amount of $We moved our warehouse and so it is likely that the batteries were returned to an old address which is why we were unable to find the return in the first placeOur fault for not considering
this in the first place when Nancy first contacted usAt any rate, we have provided her with a full refund and send our sincere apologies for the mix up and wasting her time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9942455, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted],
Thank you for your letter to the Revdex.com and we sincerely apologize for the return and exchange issue you experienced with our company.  I understand that our customer support representative, J[redacted], spoke to you on February 4, 2014, and issued you a full refund...

and informed you that you did not need to return the battery to us.  If you have any further questions, please do not hesitate to contact Jessica directly at 805-715-3899. 
Thank you again for being a valued customer and if you have any further questions, please email me directly at p[redacted]@razorama.com.
Kind regards,
[redacted]
President

Review: I purchased a scooter battery from Razorama on 8-28-2013 after checking with the scooter company regarding the battery type to purchase. The scooter company also recommended Razorama because they did not have the battery. The battery that I purchased from Razorama did not turn out to be the correct one for my scooter. I called and spoke to a representative explaining that this was the wrong model for my scooter and she sent me an e-mail on 9-10-13 regarding how to make a return. I sent the battery back as per their instructions via USPS on 9-20-13. The tracking for the return states that delivery was made on 10-1-13. I was never reimbursed for my purchase. On 12-9-13, I called to inquire about being refunded for the return and gave the representative the label no. from my receipt. She said she would send in the information to their accounting department to be resolved and that they would contact me via e-mail or phone within 24 hours. I did not receive an e-mail or phone call. I called again on 12-12-2013, the representative said that they are still investigating, that it takes 2 weeks to complete the investigation and that they would be in touch. He said if I do not receive a communication by Monday, to call back. I did not receive a call or an e-mail. On 12-23-13, I left a telephone message regarding follow up of the return. Again, I received no call or e-mail from them. On 1-10-14, I spoke with a representative and she said that they were still conducting an investigation into what happened to the battery. Again no follow up. On 1-24-14, I sent a message through their website requesting the status of my return. on 1-27-14, I received a response from Customer Service. The representative said that they were still waiting for their warehouse to confirm if the return had been processed. That she would let me know as soon as they hear back from them. I have not had any communication from them since then.Desired Settlement: It has been almost 5 months now since they received the return of the scooter battery. In every case when they told me that they would follow up, there has been no follow up on their part. I would like them to return my payment for the scooter battery. I paid $54.99 + 8.95 shipping for the battery.

Business

Response:

We apologize for the run around to Nancy and we have given her a full refund today in the amount of $63.94. We moved our warehouse and so it is likely that the batteries were returned to an old address which is why we were unable to find the return in the first place. Our fault for not considering this in the first place when Nancy first contacted us. At any rate, we have provided her with a full refund and send our sincere apologies for the mix up and wasting her time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9942455, and find that this resolution is satisfactory to me.

Regards,

Review: We ordered a product from razorama.com for a scooter we had. The product we ordered was the wrong product and we decided to return it for a refund and purchase the correct product from the same business. We realized that the return policy required us to ship the product back, out of our own pocket, and we did just that through UPS. Later in the month we were contacted by UPS that they had attempted to deliver the product to the business address that we were instructed to return to via email. UPS reported that the business appeared to have moved from the designated address and requested that we come and pick up the product from the designated UPS store. We proceeded to contact razorama.com to find out why the product couldn't be returned to the address they had given us. Razorama.com stated that they may have been closed due to the holidays. UPS had attempted to deliver the package on the 19th of December which was well before the holidays. Razorama.com then stated that they would send out a shipping label by mail so that we wouldn't have to be liable for the shipping cost again. After waiting past the holidays and no reception of a shipping label, we contacted razorama.com again and stated that we still haven't received a shipping label in the mail. Razorama.com then insisted that they will send a shipping label via email to my email address. After approximately 2 week of waiting I had not received an email with a printable shipping label and contacted razorama.com again to ask why I hadn't received a shipping label yet. Razorama.com had stated that they had sent a label but that I should check in junk mail as it may not have entered into my regular email. I have approx. 3000 emails in my inbox including the initial email sent by razorma.com with the original shipping instructions. I have made repeated attempts to resolve this matter with razorama.com with promised results from the business but have yet to reach a resolution.Desired Settlement: We are requesting that razorama.com refund our original cost for the product as well as the cost of us having to ship the product back for the refund. We also request that razorma.com send us a fully paid shipping label through registered mail so that we can track the shipment of the label and that they have notification of receipt.

Business

Response:

Dear [redacted],

Thank you for your letter to the Revdex.com and we sincerely apologize for the return and exchange issue you experienced with our company. I understand that our customer support representative, J[redacted], spoke to you on February 4, 2014, and issued you a full refund and informed you that you did not need to return the battery to us. If you have any further questions, please do not hesitate to contact Jessica directly at 805-715-3899.

Thank you again for being a valued customer and if you have any further questions, please email me directly at p[redacted]@razorama.com.

Kind regards,

President

Review: I ordered a product from the company website matching the exact model from my unit. I received the wrong part and moved onto more expensive parts. After exhausting all options it was found that the part ordered from Razorama was not the correct part for my unit. I contacted Razorama and was told a new unit would be shipped. Several weeks later I called to be told that it was showing shipped, but no tracking was available, and it would be up channeled and I would hear back. Another week went by and no call so I called again and was told the same thing. I called another week later and spoke with Mindy who was not sure what was going on and again insisted that it would be up channeled and I would hear back. Of course no call and I called again on 3 Sep to talk with Desiree, a supervisor, about the situation. She finally shed some light stating the old part had to be returned before a new one could be sent. I was told an expedited pickup would be ordered. I had the part on my front porch for a week when I called Desiree back again on 10 Sep and was told she would have to reenter the pick up request. I then told her I wanted to hear from her supervisor and was told I would receive a call the following day. Of course no call came so I put in a dispute with my Credit Card Company and PayPal, the site from which I paid. Two days later I received an email letting me know that my part had shipped (without having picked up the old part). The part arrived today and it is again the same wrong part. I called and spoke with Liz, another supervisor who also indicated that she would have to transfer the problem to another unit. I asked for her supervisor's name and was told Amy would be the one she is contacting. She would not give me a phone number to call Amy so I requested to be courtesy copied on the email being sent to Amy and was told she would have to get permission first. Of course I was promised a call tomorrow to fix the issue....Desired Settlement: I simply want the part I ordered to start with. Not multiple wrong parts. I feel I have been more than patient and accommodating without receiving any sort of urgency on the part of Razorama. I have never been so dissapointed in a company for failure to fill a simple request.

Business

Response:

Dear Mr. [redacted],

We apologize for not shipping you the correct part in the first place and for the round and round you experienced with our customer service team.

At this stage, we have sent you a so called "mounting bracket" that should enable you to properly install the control module. We understand from UPS that the mounting bracket was delivered to your residence on September 28th and we called today (October 1st) and left a voice mail with you to make sure and to see if you were able to get your electric motorcycle working again. For good measure, we issued you a full refund to your credit card in the amount of $51.94 on September 19th.

Please let us know if the mounting bracket solved your issue or not by returning our call.

Kind regards,