Initial Business Response /* (1000, 5, 2014/03/31) */
They concurred that due to the number of resellers who purchase our items wholesale and sell our items, we are unable to provide replacements for nail plates without a valid order numberAs we have explained, instances with reports of
50% nail plates or more is uncommon and we take reports of this seriouslyGenerally, customers are able to provide identifying information to resolve the issue promptly as this is not common in our nail plates and we are contacted within a time frame that is conducive to a resolutionDue to the method of plate production, it is unheard of for simply one set in a series of sets manufactured to be defectiveFrom the date you claimed you received the item until now, we have not seen any issues in this set of nail plates throughout the multiple channels these items are offeredPlease understand that we are aware that anomaly defects can occur, however quality control in place reduces chances of defective plates from being packagedIn the instance a few plates are reported as defective, we can quickly arrange a reshipment of single working platesIf the customer is reporting a defect of a complete set, a different reshipment process is taken due to the rarity of the issue Without an order number, we have no means of recording or processing a replacementUnfortunately, we were unable to locate the order under the name *** *** or *** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was on the phone with my mother when she ordered the productShe purchased it directly from the Bundle Monster websitehttps://www.bundlemonster.com/
I have previously discussed the potential that those plates have been purchased from an outside seller (not Bundle Monster)I searched the internet for the plates as a set and by their individual plate numbers and could not find any third party sellersAll of the plates I found via Google search were sold by Bundle Monster directlyI went out of my way to try to find secondary sellers and was unsuccessful
Final Business Response /* (4000, 9, 2014/04/09) */
We go through great lengths in our marketing department to ensure Google search results turn up our primary store for itemsItems purchased directly from our website are able to be found internationally through several different vendors that purchase wholesale from usAn example of this is *** ***As an extreme courtesy, we will provide you with replacement setAs we do not have any order information in our system, please send us a direct email with your preferred shipping address
Final Consumer Response /* (2000, 11, 2014/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was the resolution I had requested back in FebruaryI am satisfied with their decision
Initial Business Response /* (1000, 6, 2014/03/24) */
Our return/refund/exchange policy for nail plates is well understood throughout the nail art community and many consumers are aware of possible issues in stamping plates, especially with incredibly detailed imagesWhile most customers
have no issue following this policy which allows us to provide replacements for plates with a valid order number, no questions asked, if contacted after this date further attention will have to be taken as this is a rare occurrenceWhen initially contacted, we worked with the customer to identify and rectify the issueIn our last email at the start of January indicates us asking customers to briefly browse through the plates received to report any other defects as multiple plates showing defects is extremely rare and we take extreme care in resolving this issueWe did not receive a responseIn the instance of defective plates, we send replacements quickly, looking to resolve the matter as efficiently as possibleWe are often extremely lenient with our day return policy and understand customers may not go through all plates before this time period is upHowever, it is up to the customer to communicate which plates they are having issues with and work with us to find a resolution if they are looking for replacements for specific platesIf multiple plate sets are purchased, we ask the customers to briefly browse through their plates to see if any others would give them issueWhile our items are QC'd before they are shipped, there can be some instances where the item does not workWe ask the customers to take this simple set to ensure we resolve any and all problems at one timeNearly months have passed without communication from the buyer in this caseTherefore, because proper procedure was not followed, and communication was cut off by the buyer for over days despite our best efforts to provide a resolution, we refereed to our standard day return/exchange policy when contacted once moreBefore this case was opened, an email was sent to the customer indicating that despite the order date of the item, we will provide replacement plates as a courtesy as we do stand buy our products
Initial Consumer Rebuttal /* (3000, 8, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most customers have severe issues with the policy in placeYou're naive if you think that as a stamping community we don't communicate with each other regarding problem plates and problem companiesYou are at the top of the list of companies who issue poorly etched plates and give unreasonable resolutionsI assure you'll be hearing from them shortly through the Revdex.comdays is not ample time to determine if a plate is defectiveIt's a tremendous waste of time and expensive polish to test each and every image on each and every plateIf Bundle Monster stood behind their product then they would not put a limit of days on the guaranteeThese images are etched in stainless steel plates and not very easily destroyedIf there are errors, they are manufacturers errorsThe reason for limiting it to days is to maximize profits on an inferior productIf you don't test all plates (Hundreds of images) and waste your time and polish within days then you're out of luck! Bundle Monster agreed to send replacements only after contact by the Revdex.comThey refused in my multiple emails to themI still have not tested all of the plates and am certain I will find more issuesThey'll give me their same old day generic response if I do
Final Business Response /* (4000, 23, 2014/05/02) */
A replacement package was shipped on March 26tAccording to USPS tracking number XXXXXXXXXXXXXXXXXXXXXX associated with this package, your item was delivered on March 29th, nearly a month agoWe have not received further communication regarding this reshipment therefore considered the case closedPlease refer to your direct email for further assistance with thisIf indeed you have not received the item, please verify your shipping address so a second replacement can be provided to you
Final Consumer Response /* (4200, 12, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I'd like to say that they did not offer a replacement until I contacted youIt was several days after I filed a complaint that they sent me an email to offer a replacementWhen I made my initial complaint in January, the company insisted in several emails that my technique for stamping was wrongEven after explaining that I own hundreds of stamping plates from many manufacturers, they still insisted it was not the plate that was defectiveSince I opened this complaint I've come across two more defective platesApparently I'm stuck with those as I'm out of my day warranty periodAlso, I received the replacement plates on ThursdayLast night I attempted to stamp and two of the replacements are defectiveHow is this a reasonable solution? You're telling me that I'm the lucky one who get the rare defective plates TWICEI don't think so! If it's as simple as a visual test, how are SO MANY defective plates "slipping through the cracks" of your "several quality control stations"Contrary to what Bundle Monster says, the defective plates are not rareThere is an entire thread on facebook devoted to Bundle Monsters problem platesHundreds of people with these issuesThat's not "rare"
Initial Business Response /* (1000, 5, 2014/04/01) */
We have worked to resolve this customers issue numerous of times by providing courtesy replacement plates. In the instance of defective plates, it is extremely rare for over 50% of the plates be defective. We were able to provide working...
replacements for all plate numbers provided to us. While working with this customer, an issue regarding the improper image being used on one of the plates was discovered, resulting in further confusion with the customer. We have since completed a QC check on the remaining stock available to ensure the issue seen in plate [redacted] is resolved. The plate designs shown on the listing are the plates intended to be received.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied in that the company at last took steps to check on its quality control procedures, but am quite unhappy that these problems occurred in the first place. Why are customers expected to do quality control checks? If this problem is so rare, why do I find reports of it in a Facebook group with 4795 members? Yes, the company has provided replacements, and has been cordial in its response. Three rounds of replacement plates should not be needed.
While I appreciate the olive branch extended by the company, I do not feel the need to support it with further purchases. It took a declaration of such and filing a complaint in order for the company to confirm the address to which I should send the defective plates. I asked repeatedly for that address confirmation, and did not receive it until April 2, when the company provided a prepaid label with the address. I would have happily returned the plates at my own expense, but my requests were ignored.
I do not find it acceptable that a company knowingly sends out products that may be defective, and expects its customers to test for and report problems.
Initial Business Response /* (1000, 5, 2014/03/31) */
They concurred that due to the number of resellers who purchase our items wholesale and sell our items, we are unable to provide replacements for nail plates without a valid order numberAs we have explained, instances with reports of
50% nail plates or more is uncommon and we take reports of this seriouslyGenerally, customers are able to provide identifying information to resolve the issue promptly as this is not common in our nail plates and we are contacted within a time frame that is conducive to a resolutionDue to the method of plate production, it is unheard of for simply one set in a series of sets manufactured to be defectiveFrom the date you claimed you received the item until now, we have not seen any issues in this set of nail plates throughout the multiple channels these items are offeredPlease understand that we are aware that anomaly defects can occur, however quality control in place reduces chances of defective plates from being packagedIn the instance a few plates are reported as defective, we can quickly arrange a reshipment of single working platesIf the customer is reporting a defect of a complete set, a different reshipment process is taken due to the rarity of the issue Without an order number, we have no means of recording or processing a replacementUnfortunately, we were unable to locate the order under the name *** *** or *** ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was on the phone with my mother when she ordered the productShe purchased it directly from the Bundle Monster websitehttps://www.bundlemonster.com/
I have previously discussed the potential that those plates have been purchased from an outside seller (not Bundle Monster)I searched the internet for the plates as a set and by their individual plate numbers and could not find any third party sellersAll of the plates I found via Google search were sold by Bundle Monster directlyI went out of my way to try to find secondary sellers and was unsuccessful
Final Business Response /* (4000, 9, 2014/04/09) */
We go through great lengths in our marketing department to ensure Google search results turn up our primary store for itemsItems purchased directly from our website are able to be found internationally through several different vendors that purchase wholesale from usAn example of this is *** ***As an extreme courtesy, we will provide you with replacement setAs we do not have any order information in our system, please send us a direct email with your preferred shipping address
Final Consumer Response /* (2000, 11, 2014/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was the resolution I had requested back in FebruaryI am satisfied with their decision
Initial Business Response /* (1000, 6, 2014/03/24) */
Our return/refund/exchange policy for nail plates is well understood throughout the nail art community and many consumers are aware of possible issues in stamping plates, especially with incredibly detailed imagesWhile most customers
have no issue following this policy which allows us to provide replacements for plates with a valid order number, no questions asked, if contacted after this date further attention will have to be taken as this is a rare occurrenceWhen initially contacted, we worked with the customer to identify and rectify the issueIn our last email at the start of January indicates us asking customers to briefly browse through the plates received to report any other defects as multiple plates showing defects is extremely rare and we take extreme care in resolving this issueWe did not receive a responseIn the instance of defective plates, we send replacements quickly, looking to resolve the matter as efficiently as possibleWe are often extremely lenient with our day return policy and understand customers may not go through all plates before this time period is upHowever, it is up to the customer to communicate which plates they are having issues with and work with us to find a resolution if they are looking for replacements for specific platesIf multiple plate sets are purchased, we ask the customers to briefly browse through their plates to see if any others would give them issueWhile our items are QC'd before they are shipped, there can be some instances where the item does not workWe ask the customers to take this simple set to ensure we resolve any and all problems at one timeNearly months have passed without communication from the buyer in this caseTherefore, because proper procedure was not followed, and communication was cut off by the buyer for over days despite our best efforts to provide a resolution, we refereed to our standard day return/exchange policy when contacted once moreBefore this case was opened, an email was sent to the customer indicating that despite the order date of the item, we will provide replacement plates as a courtesy as we do stand buy our products
Initial Consumer Rebuttal /* (3000, 8, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most customers have severe issues with the policy in placeYou're naive if you think that as a stamping community we don't communicate with each other regarding problem plates and problem companiesYou are at the top of the list of companies who issue poorly etched plates and give unreasonable resolutionsI assure you'll be hearing from them shortly through the Revdex.comdays is not ample time to determine if a plate is defectiveIt's a tremendous waste of time and expensive polish to test each and every image on each and every plateIf Bundle Monster stood behind their product then they would not put a limit of days on the guaranteeThese images are etched in stainless steel plates and not very easily destroyedIf there are errors, they are manufacturers errorsThe reason for limiting it to days is to maximize profits on an inferior productIf you don't test all plates (Hundreds of images) and waste your time and polish within days then you're out of luck! Bundle Monster agreed to send replacements only after contact by the Revdex.comThey refused in my multiple emails to themI still have not tested all of the plates and am certain I will find more issuesThey'll give me their same old day generic response if I do
Final Business Response /* (4000, 23, 2014/05/02) */
A replacement package was shipped on March 26tAccording to USPS tracking number XXXXXXXXXXXXXXXXXXXXXX associated with this package, your item was delivered on March 29th, nearly a month agoWe have not received further communication regarding this reshipment therefore considered the case closedPlease refer to your direct email for further assistance with thisIf indeed you have not received the item, please verify your shipping address so a second replacement can be provided to you
Final Consumer Response /* (4200, 12, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I'd like to say that they did not offer a replacement until I contacted youIt was several days after I filed a complaint that they sent me an email to offer a replacementWhen I made my initial complaint in January, the company insisted in several emails that my technique for stamping was wrongEven after explaining that I own hundreds of stamping plates from many manufacturers, they still insisted it was not the plate that was defectiveSince I opened this complaint I've come across two more defective platesApparently I'm stuck with those as I'm out of my day warranty periodAlso, I received the replacement plates on ThursdayLast night I attempted to stamp and two of the replacements are defectiveHow is this a reasonable solution? You're telling me that I'm the lucky one who get the rare defective plates TWICEI don't think so! If it's as simple as a visual test, how are SO MANY defective plates "slipping through the cracks" of your "several quality control stations"Contrary to what Bundle Monster says, the defective plates are not rareThere is an entire thread on facebook devoted to Bundle Monsters problem platesHundreds of people with these issuesThat's not "rare"
Initial Business Response /* (1000, 5, 2014/04/01) */
We have worked to resolve this customers issue numerous of times by providing courtesy replacement plates. In the instance of defective plates, it is extremely rare for over 50% of the plates be defective. We were able to provide working...
replacements for all plate numbers provided to us. While working with this customer, an issue regarding the improper image being used on one of the plates was discovered, resulting in further confusion with the customer. We have since completed a QC check on the remaining stock available to ensure the issue seen in plate [redacted] is resolved. The plate designs shown on the listing are the plates intended to be received.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied in that the company at last took steps to check on its quality control procedures, but am quite unhappy that these problems occurred in the first place. Why are customers expected to do quality control checks? If this problem is so rare, why do I find reports of it in a Facebook group with 4795 members? Yes, the company has provided replacements, and has been cordial in its response. Three rounds of replacement plates should not be needed.
While I appreciate the olive branch extended by the company, I do not feel the need to support it with further purchases. It took a declaration of such and filing a complaint in order for the company to confirm the address to which I should send the defective plates. I asked repeatedly for that address confirmation, and did not receive it until April 2, when the company provided a prepaid label with the address. I would have happily returned the plates at my own expense, but my requests were ignored.
I do not find it acceptable that a company knowingly sends out products that may be defective, and expects its customers to test for and report problems.