Reliance Electric Motors

We do understand your frustration and do apologize for your unpleasant experience here at Reliance Electric Motors. We are proud of our outstanding customer service provided here by our staff. We do stand by our policies of a 20% restock fee. Our invoices do clearly state at the bottom about our restocking fees. It is also stated on our Revdex.com accredited site and web site. We also have posted signs near the front desk. The return policy is standard in the industry. We have heard your complaint and are taking steps to insure all customers understand our return policy clearly. Thank you for your feed back. It helps to know where we can improve.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As a customer and a local General Manager for a multi-million dollar company I do not feel you are sincere on any type of apology. If I knew at the time of the purchase there was any chance of me loosing 20% of my money at any chance of having to return an item I would have not purchased it from you. Customers must be made aware of restocking fees prior to making their purchase. It is not right to advise customers of a policy only after they make a purchase. I did not agree to that, nor was I told anything about a return policy. The Bureau of Consumer Protection notes that businesses post refund policy information to make clear of the restocking fee before any purchase. I can see just how you run your business and I can only imagine how many people you have effected in a negative way in the past 25 years. You feel you have been entitled my money because are a business and make you rules, yet at no point did you care about the customer or the sale. All you care about it money. You were not out anything by me purchasing something and returning it in less then 24 hours. You choose how you shop and where you shop. Thus I choose places I like to shop. Places that I like to spend my hard earned money are places that you get great customer service (or I would buy online). Places that have high moral and respect their customers. Your team at the store need to read consumer reports and take some training. And maybe put a sign up in front of your cash register so that people can choose to purchase things under your conditions. Regards,
[redacted]

Review: I bought a boat that wouldn't start the people told me it was in need of a starter. I work long days so I knew I had to go into Reliance before work to pick up a starter. I did just that. [redacted] helped me out. He is also the owner. I took the boat into get looked at on my way to work also. After work I received a phone call stating that we should not purchase the boat because the whole motor was shifted out of place and it would cost too much to repair the boat. I brought the boat back that evening and got my money back. Reliance was not open after I got back so I went to return the starter. Not only was I treated rude for returning the starter he kept nearly 20 dollars of my money. I did not even have the product for 24 hours. In conversation he stated that he does business like this because he can't afford to have his customers returning things. When asked about his business as far as customer satisfaction he stated that he has about 1 or 2 returns a year. I said then why would you keep my 20 dollars to charge the next guy who comes in 89 dollars. He said because he can its his business. There is no sign there stating any type of policy on returns. He stated we are not a Napa. No, he certainly isn't he is a local man ripping off local people. If in fact he only has a max. of 2 returns a year I am not certain how my 20 dollars is going to effect him at all. I am so upset. I would never tell anyone to shop here to top off just the 20 bucks. The way he talks to people I am shocked that he is still open. Worse customer service I have ever experienced!Desired Settlement: I would like the full refund on the product that was returned.

And I certainly think [redacted] needs some training on working with customers.

Business

Response:

We do apologize for any inconveince our customer has experienced, however, regarding his complaint of having to pay a 20% restock fee: It is clearly stated at the bottom of every invoice " 20% restocking fee on all returns ". We are also charged a restock fee of 20% when we purchase and return an item to our vendors no matter how long we were in possession of said item. [redacted] has been in this business for over 25 years and has always gone above and beyond to meet everyone of our customers needs. Once again, we do apologize that our customer had an unpleasant experience with our business. The reason for not refunding our customers restock fee has been clearly stated above. Thank you. [redacted]

Consumer

Response: