RBKS Construction Ltd

To Whom It May Concern: We received this letter on February [redacted] as it was mailed to our old office and forwarded to us, we apologize for the late replyThis is a response to [redacted] dispute for the refund of order numbers # [redacted] and # [redacted] Order # [redacted] was placed on ***/at 4:53pmThe customer received the item via ***, tracking # [redacted] on The tracking number for the return package via [redacted] is # [redacted] It was received on the [redacted] of December at our NY Office and then transferred to our distribution center in NJ on the ***For the holidays our offices are closed from December [redacted] until the January [redacted] which we notedThe customer was told via email that once we received the package at the DC and it was processed properly they would then receive a refund issued to their accountThe refund for this order was authorized on January ***, and Processed on the [redacted] of JanuaryThe customer e-mailed us on the [redacted] of January letting us know that the full amount from this order was now reflected on his account for $2856.70, for his [redacted] accountOrder # [redacted] was placed on at 11:22amThis order was not able to be fulfill in time for Christmas [redacted] delivery because of that the customer requested via email to cancel the order on December ***, The customer was notified via email on the December ***, that the request for the refund would be placed on January ***, once we returned to our office from holidayThe refund was requested on January ***, and processed by the [redacted] of JanuaryWe then contacted the customer via email that the balance for the order was released to the accountThe customer was also told that they needed to allow time for the bank to accept the refund and to see it reflect on the account for the [redacted] for the cost of $Our policy for refunding orders is stated on our webpagePlease reference below for full procedureThe time frame for a refund once the item is received and processed by our facility is up to days and it and it can take 10-business days to reflect on your credit cardWhen requesting to cancel an order we apply the same time frameThe refunds were requested for order # [redacted] and # [redacted] within the JOHN HARDY Refund policy time frame____ [redacted] HOW TO RECEIVE A REFUND Refunds to a credit card can be requested for product(s) within days after receiving your orderThe refund can only be issued to the original credit card used for paymentRefunds to a credit card cannot be made for orders paid by an e-Gift Card or JOHN HARDY Store CreditIf you wish to get a refund to your credit card, please follow the Return Instructions below to submit a Return Request online with the option: REFUND TO CCA confirmation email will be sent to you via email at the time of the requestAn Authorization of your Return Request will be emailed to you within hours with a packing slip and instructions on how to send the product(s) back to usOnce your returned product(s) have been received by our office we will issue a refund for the returned product(s) (excluding any packaging, shipping or handling charges) to the original credit card used for paymentPlease be advised that it will take up 10-business days for the refund to reflect on your credit card statement___ On another note, I would like to point out that we received multiple emails from her husband Andrew daily, I had to ask my team to stop replying because he was starting to harass usI would be happy to forward you all the emails with the date and time stampWe not only replied to all his emails, but also sent screen shots that showed he was refunded on our end on the dates mentioned aboveAt John Hardy we strive to achieve customer satisfaction in all areas and tried to do everything in our power to help these customersWe are sorry to hear that we did not meet their expectations

Hello, I have already replied to this on March [redacted] but received another noticed saying I need to replyWe have refunded the customer by check as the time allowed for refunding by credit card expiredThe customer placed a special order which can require 6-weeks as stated on our website at the time of purchaseWe thought we would be able to ship it in mid-February but we were not able to so we contacted him letting him know we required the extra timeThe shipment date would have been just over weeks and we apologized for the delayWe had no problem refunding him in fullThe check was mailed [redacted]

At this time, I have been contacted directly by John Hardy Incregarding complaint ID [redacted] , however my complaint has NOT been resolved because: Although the order was cancelled and never shipped, the company processed a charge at the time the order was placed The company claimed that a refund was processed through their office in Hong Kong and it takes time to post I had disputed the charge with the credit card company and they issued a temporary credit which they later made permanent; however, I have never seen a credit post directly from John Hardy*** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The order for $was charged at the time the order was placed even though it never shipped I disputed the charge through the credit card issuer and a temporary credit was issued by them which at a later date they made permanent The actual credit from John Hardy for this order never posted In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 and the matter has been resolved Sincerely, [redacted]

Hello, this complaint is a matter of not reading the fine print listed on our websiteThis purchase was from 2013, and no longer is covered under warrantythe customer was upset that she had to pay anything for the item at allThis warranty is clearly stated on our
website. ***We are sorry that the customer did not know the item was electroform gold and cannot be repairedHowever, we have decided to replace the ring for this customer as a one-time-courtesyWe have already reached out to this customer and offered her the replacement and explained the process of Gold ElectroformThe item is in fact 18K and its not plated, just hallow. If you need to reach my with any other questions or complaints, you may do so directly at ***

At this time, I have been contacted directly by John Hardy Inc. regarding complaint ID ***, however my complaint has NOT been resolved because: Although the order was cancelled and never shipped, the company processed a charge at the time the order was placed The company
claimed that a refund was processed through their office in Hong Kong and it takes time to post I had disputed the charge with the credit card company and they issued a temporary credit which they later made permanent; however, I have never seen a credit post directly from John Hardy***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello, I have already replied to this on March *** but received another noticed saying I need to replyWe have refunded the customer by check as the time allowed for refunding by credit
card expiredThe customer placed a special order which can require 6-weeks as stated on our website at the time of purchaseWe thought we would be able to ship it in mid-February but we were not able to so we contacted him letting him know we required the extra timeThe shipment date would have been just over weeks and we apologized for the delayWe had no problem refunding him in fullThe check was mailed *** ***

At this time, I have been contacted...

directly by John Hardy Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:  Although the order was cancelled and never shipped, the company processed a charge at the time the order was placed.  The company claimed that a refund was processed through their office in Hong Kong and it takes time to post.  I had disputed the charge with the credit card company and they issued a temporary credit which they later made permanent; however, I have never seen a credit post directly from John Hardy[redacted].
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern: We received this letter on February [redacted] as it was mailed to our old office and forwarded to us, we apologize for the late reply. This is a response to [redacted] dispute for the refund of order numbers #[redacted] and #[redacted]. Order #[redacted] was placed on [redacted]/2015 at 4:53pm. The customer received the item via [redacted], tracking #[redacted] on 12/**. He emailed that same day and stated that the bracelet was too wide for his liking and that he would like to return it. We responded and suggested two other bracelets to exchange for. The customer did not reply to that message and just asked for a return label once again. We sent the customer a prepaid Label on 12/**/2015. The tracking number for the return package via [redacted] is #[redacted]. It was received on the [redacted] of December at our NY Office and then transferred to our distribution center in NJ on the [redacted]. For the holidays our offices are closed from December [redacted] until the January [redacted] which we noted. The customer was told via email that once we received the package at the DC and it was processed properly they would then receive a refund issued to their account. The refund for this order was authorized on January [redacted], 2016 and Processed on the [redacted] of January. The customer e-mailed us on the [redacted] of January letting us know that the full amount from this order was now reflected on his account for $2856.70, for his [redacted] account. Order #[redacted] was placed on 12/**/2015 at 11:22am. This order was not able to be fulfill in time for Christmas [redacted] delivery because of that the customer requested via email to cancel the order on December [redacted], 2015. The customer was notified via email on the December [redacted], 2015 that the request for the refund would be placed on January [redacted], once we returned to our office from holiday. The refund was requested on January [redacted], 2016 and processed by the [redacted] of January. We then contacted the customer via email that the balance for the order was released to the account. The customer was also told that they needed to allow time for the bank to accept the refund and to see it reflect on the account for the [redacted] for the cost of $291.50. Our policy for refunding orders is stated on our webpage. Please reference below for full procedure. The time frame for a refund once the item is received and processed by our facility is up to 30 days and it and it can take 10-12 business days to reflect on your credit card. When requesting to cancel an order we apply the same time frame. The refunds were requested for order #[redacted] and #[redacted] within the JOHN HARDY Refund policy time frame. ____ [redacted] HOW TO RECEIVE A REFUND Refunds to a credit card can be requested for product(s) within 30 days after receiving your order. The refund can only be issued to the original credit card used for payment. Refunds to a credit card cannot be made for orders paid by an e-Gift Card or JOHN HARDY Store Credit. If you wish to get a refund to your credit card, please follow the Return Instructions below to submit a Return Request online with the option: REFUND TO CC. A confirmation email will be sent to you via email at the time of the request. An Authorization of your Return Request will be emailed to you within 48 hours with a packing slip and instructions on how to send the product(s) back to us. Once your returned product(s) have been received by our office we will issue a refund for the returned product(s) (excluding any packaging, shipping or handling charges) to the original credit card used for payment. Please be advised that it will take up 10-12 business days for the refund to reflect on your credit card statement. ___ On another note, I would like to point out that we received multiple emails from her husband Andrew daily, I had to ask my team to stop replying because he was starting to harass us. I would be happy to forward you all the emails with the date and time stamp. We not only replied to all his emails, but also sent screen shots that showed he was refunded on our end on the dates mentioned above. At John Hardy we strive to achieve customer satisfaction in all areas and tried to do everything in our power to help these customers. We are sorry to hear that we did not meet their expectations.

I ordered a bracelet for my husband for our wedding anniversary as a special gift because it is something he wouldn't ordinarily spend almost $600 on for himself. It was ordered in plenty of time to arrive on time. I was not aware a signature would be required when it was delivered, so I had it shipped to my home. After [redacted] attempted to deliver the package twice in the middle of the day, I contacted them to arrange for an alternate place of delivery at which time they told me John H[redacted] specified that only they could make changes on the place of delivery. I then contacted John H[redacted] and made arrangements to have the package delivered to my office on Monday, since I new I would not be home the next day (Saturday) when they would attempt to deliver it again. The representative told me everything was taken care of and the package would be delivered Monday by end of the day to my office ( a full week before my anniversary). When my package didn't arrive, I logged on to the [redacted] website to find the package had been delivered back at John H[redacted]. I contacted John H[redacted] again and the same young lady that told me everything was taken care of the previous Friday stated she was aware of what happened and the package would be delivered to my office by the end of Tuesday. When I told her the [redacted] website said the package was going back to NJ, she said this was wrong and had not been updated, but she had it taken care of and I would receive my package the next day. She promised to send me an email with the updated information, which she never did. When I didn't receive my package again the next day, I looked on the [redacted] website and found out it had been delivered back to John H[redacted]. When I contacted them again, the same girl stated she was aware and was having it shipped out again. When I told her how frustrated I was about their poor customer service and lack of follow-up, all she could was say was "I'm sorry". When I asked what they would do if I didn't get my package in time because now I was only a few days away from my anniversary, she simply said, "we would just have to cancel the order and give you a refund". I told her I had never dealt with a company with such horrible customer service and most companies would have done much more to insure their customers got better service. When I asked to speak with her supervisor, she got on the phone and wouldn't let me even finish a sentence. She said she new the story and I had already kept her employee on the phone for 30 minutes (which was a lie) and that keeping her on the phone wasn't going to change anything. I told her I was extremely disappointed and attempted to explain my frustration, which she would not let me finish, so I told her to cancel my order immediately and issue me a refund. This was on Tuesday 5/**/16. She said she wasn't going to have me yelling at her and she would cancel the order. I told her I would have to raise my voice if she wouldn't over talk me and let me finish one sentence. She then hung up the phone on me.
The next day the supervisor emailed me thanking me for my "loyalty to John H[redacted]" and asking me if I was sure I wanted to cancel my order. She addressed me by my first name which was very unprofessional. She told me if the package made it to me and I decided to keep it to let them known. I again, told her I wanted nothing more to do with John H[redacted] and wanted my refund immediately. The very next day 5/[redacted]/16, she emailed me again addressing by my first name as if we were friends confirming they received their package back in their warehouse and offered to ship it to me again overnight this time with a special gift "for my inconvenience". She said they have no control over [redacted]. I told her again, I didn't want anything from them but my money back. She never responded. Yesterday, 5/**/16, I emailed the supervisor because I still have not had the funds credited back to my debit account, and she just responded today 5/**/16 to say the refund has been processed, but didn't say when, so I'm not sure that ANYTHING was done last week. I WILL NOT EVER purchase anything from this HORRIBLE company and encourage others to stay away from them. They are extremely unprofessional and I believe they are purposely holding on to my funds due to my interaction with the staff. While I understand they have no control over [redacted], they can control their follow through, their level of professionalism, and their staff. If this is how they treat customers trying to spend $600, I can't imagine how they treat you once they have already given you their products and they need to be repaired.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The order for $291.50 was charged at the time the order was placed even though it never shipped.  I disputed the charge through the credit card issuer and a temporary credit was issued by them which at a later date they made permanent.  The actual credit from John Hardy for this order never posted.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The order for $291.50 was charged at the time the order was placed even though it never shipped.  I disputed the charge through the credit card issuer and a temporary credit was issued by them which at a later date they made permanent.  The actual credit from John Hardy for this order never posted.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, I have already replied to this on March [redacted] but received another noticed saying I need to reply. We have refunded the customer by check as the time allowed for refunding by credit card expired. The customer placed a special order which can require 6-10 weeks as stated on our website at the...

time of purchase. We thought we would be able to ship it in mid-February but we were not able to so we contacted him letting him know we required the extra time. The shipment date would have been just over 11 weeks and we apologized for the delay. We had no problem refunding him in full. The check was mailed [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 and the matter has been resolved.
Sincerely,
[redacted]