Initial Business Response /* (1000, 5, 2016/09/29) */
From: L[redacted], John (mailto:[email protected])
Sent: Thursday, September 29, 2016 11:56 AM
To: [redacted]l
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
According to our records Mr....
[redacted] spoke with one of our representatives on Monday 9/26/2016. At that time it was determined that the part was going to the wrong address. Our representative contacted UPS and was advised by UPS that Mr. [redacted] could pick up the item at the UPS hub on 9/27/2016 or wait for it to be delivered to the correct address on 9/28/2016. Mr. [redacted] decided to wait for the delivery. The package was delivered on 9/8/2016 under tracking number [redacted].
We apologize for any inconvenience this may have caused Mr. [redacted].
[redacted], Our rebate center has been trying to work with Mr. [redacted] on this. The rebate center needs to know who Mr. [redacted] banks with and a copy of his signature so they can compare it to what is on the check. Most often folks forget they...
deposit/cash a check or a member of the household deposits/cashes it.
Initial Business Response /* (1000, 7, 2016/08/17) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Tuesday, August 16, 2016 8:19 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
Mr. [redacted]'s firearm has been...
evaluated and serviced by two of our authorized repair centers. The second repair center has advised us that the gun is functioning properly. It was delivered on 8/15/2016 to Mr. [redacted], tracking number [redacted].
Initial Consumer Rebuttal /* (3000, 9, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite what Mr. L[redacted] said, the firearm was not functioning properly. Furthermore, the repair center sent the firearm back to me covered in rust (see pictures here: https://www.dropbox.com/sh/wkqr9xaajcspbdx/AADVMFj0pTVIyX6AbY1BDYVFa?dl=0 ).
I provided these pictures of the rust damage and a verbal description of the continued malfunctions Justin at Remington Customer Service. I was told by Justin on Tuesday, August 16 that I would be issued a full refund for the defective product, plus all shipping costs and transfer fees. He opened ticket 470665 to have UPS pick up the defective product and to have a refund check mailed out to me.
I will be satisfied if this refund check is indeed mailed out to me. However, as of this time, I find Mr. L[redacted]'s response to be entirely inaccurate and unacceptable.
I will close this case if Remington indeed fulfills their promise to provide me with a refund.
Thank you,
[redacted]
Final Business Response /* (4000, 14, 2016/09/06) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Tuesday, September 06, 2016 4:37 PM
To: [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Mr. [redacted]s refund is in the mail.
It looks like the holiday has delayed USPS but it is on the way.
Final Consumer Response /* (2000, 16, 2016/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], We researched and found that Mr. [redacted] submitted a receipt dated 11/23/2016, rebate tracking ID[redacted]. The promotion began 11/24/2016, see attached. If he can provide a receipt dated within the rebate timeframe we will be happy to...
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Thursday, January 05, 2017 8:12 AM
To: [redacted]...
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
According to my records Mr. [redacted]'s gun was serviced under our warranty, returned and he received it on 12/30/2016 [redacted]).
[redacted], We contacted the rebate center and found a submission for [redacted] at the address provided. That submission was declined because the post mark date was 12/20/2016 and as you can see on the attached it needed to be post marked by...
12/19/2016. In the interest of good customer relations we will authorize the rebate center to honor this claim as a onetime offer.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the delay in servicing Mr. [redacted]'s firearm. The part required to fix the gun has been on backorder for awhile. We did reach out to the repair center and they have been able to fix the gun. His firearm should be shipping back...
to him shortly after testing.
Initial Consumer Rebuttal /* (3000, 13, 2016/02/16) */
[redacted] Revdex.com Note: The first of the two emails below was submitted after hours 02/12/2016.[redacted]
From: [redacted]
Sent: Friday, February 12, 2016 11:22 PM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#29-4004906-[redacted]-3-210)
This case is not resolved. I still have not received my gun or the ammo promised to me back. Please reopen the case.
PLEASE NOTE MY NEW ADDRESS AND PHONE NUMBER
[redacted]
---------------------------------------------
From: [redacted]
Sent: Monday, February 15, 2016 11:21 PM
To: [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#29-4004906-[redacted]-6-1100)
[redacted], I have not yet received my rifle back. I would like to keep the case open. I still have not received my rifle back.
Final Business Response /* (4000, 16, 2016/02/18) */
We have check our records and show that Mr. [redacted]'s gun was delivered on 2/10/2016 and signed for by [redacted]. The ammunition for Mr. [redacted] has been ordered but is not available at this time. We have notified Mr. [redacted] of the above today via email.
Initial Business Response /* (1000, 6, 2016/11/30) */
From: L[redacted], John
Sent: Wednesday, November 30, 2016 1:41 PM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted]
We spoke with Mr. [redacted] and he has agreed to send his gun into our...
factory so we can replace his stock.
Initial Consumer Rebuttal /* (2000, 9, 2016/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have indicated that my complaint is what made them look at the design of the stock on this model 552 rifle and found that what I was saying was true and they have initiated a new stock design to correct this problem. They agreed to have me send the Model 552 back to the factory and they will put a new stock on my gun. I "assume" this will still be a beautiful BDL stock as the one is now and that all shipping and other cost if any will be paid for by Remington. The gentlemen that called me yesterday was very polite and apologized for the length of time it took to agree to warrant this item. I accepted his apology but as a life long business owner I am still very disappointed that the corporate attitude was not more responsive to my legitiment complaint. They should have had me ship the gun to them at my cost and reimbursed me for that cost if and when a defect was found to be true. He said it could take up to 8 weeks to return the rifle to me and that does not reflect the realization that my complaint took 6 months to resolve and that at 69 years old I am ready to have this gun back in my service sooner than that time line. Thank you for your help and have a wonderful Holiday season..............
[redacted], We have reviewed Mr. [redacted]’s claim and found the he did not provide the original sales receipts as required. Thus the claim was denied. We have decided as a onetime goodwill gesture to resubmit his claim. Any future...
Initial Business Response /* (1000, 6, 2016/12/21) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Wednesday, December 21, 2016 11:29 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
We researched Mr. [redacted]'s...
request and have found that he submitted his claim well outside the allotted postmark date. The rebate ran from 4/14/2016 - 4/30/2016 with a last day postmark by 5/21/2016. The Rebate Center advised that Mr. [redacted]'s submission was postmarked 6/8/2016.
[redacted], We received Mr. [redacted]’s gun in on 2/21/2018 at our factory for evaluation under our warranty. Once the evaluation is complete we will discuss the proper course or action.
Initial Business Response /* (1000, 8, 2016/03/31) */
We are in receipt of Mr. [redacted] rebate information. Our fall rebates have been a big success and has extended our processing time. Mr. [redacted] rebate is in processing and we hope to have his check mail at soon.
Initial Consumer Rebuttal /*...
(3000, 10, 2016/04/01) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Friday, April 01, 2016 8:17 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
This is the same thing they have been telling me. The rebate firm said I would receive my rebate in 8-10 weeks and it's been 28 weeks and still haven't received it. Every time I call they say I will receive check soon. They have been saying this for 6 weeks
Initial Business Response /* (1000, 10, 2016/08/18) */
From: L[redacted], John [mailto:[redacted]@remington.com]
Sent: Thursday, August 18, 2016 10:12 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#29-4004906-[redacted]-4-302)
[redacted],
We have received Mr. [redacted]'s...
information and asked the rebate center to process his request for the $100.
Initial Consumer Rebuttal /* (2000, 12, 2016/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Remington was quick to process the rebate once Revdex.com got involved. Thanks Revdex.com.
[redacted], We apologize for any inconvenience we may have caused and the service that was provided. It is our understanding that products have been received now.
Initial Business Response /* (1000, 8, 2015/04/14) */
According to our records the part in question was on backorder. The part came available on 4/13 and should be shipping out to the Repair Center shortly. We apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/15)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response to me via E-mail is totally different than the above posted response they said via the e-mail that the order for that particular part was made on 3-30-2015 but I had e-mailed the repair shop multiple times and their response is we are waiting for the parts so it appears to me Remington Arms tried to shift blame onto their own repair facility. I was unable to get any satisfactory response from Remington Arms until a complaint was filed with the Revdex.com and suddenly the part has become available. This shotgun is a very common model with at least several hundred thousand in households so parts are readily available from multiple sources. Remington Arms had no concern for me as a customer and had I not contacted the Revdex.com I am certain I would still be waiting. The shotgun arrived at 1220 pm on 2-18-2015 at [redacted] and I don't for a minute believe that the repair shop waited six weeks to order the part because they are an outside vendor for Remington Arms and cannot get paid until the repair is made. I telephoned and e-mailed Remington Arms several time during the time my home defense gun has been in the shop and even gave them suppliers of repair parts but they did nothing until receipt of my complaint via the Revdex.com>
Initial Business Response /* (1000, 5, 2016/06/10) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Friday, June 10, 2016 12:38 PM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
We apologize for any problems that Mr....
[redacted] is having with his firearm. We will gladly look at it again under our warranty - http://www.remington.com/support/firearm-warranty-information/remington-2-year-l...⇄ . I have noticed that the address on our ticket does not match the address on your claim report. We just need the correct address to send the material to assist him in returning the firearm.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for your response. I'm not interested in returning my firearm to one of your repair centers again. I already did this once and it came back in a worst condition than before I send it for repair and scratched badly on the left side as well.
I don't feel safe firing this firearm again so I would only want to return the firearm for a full refund.
Also, The address on this complain is my preferred mailing address.
Thank you.
I am rejecting this response because:
There was another receipt dated 11/24/16. They did not look at the receipt with the other four bar codes. I did send two others dated 11/23/16.
Initial Business Response /* (1000, 10, 2015/08/21) */
Mr. [redacted]'s order shipped in on 8/20 and 8/21.
Tracking numbers are:
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
They sent the packages to the wrong address. I notified them of the address change before I moved and called to verify after I moved. I am having the packages shipping to me at my own expense. Very poor customer service.
Final Business Response /* (4000, 14, 2015/08/27) */
We apologize for any inconvenience we caused Mr. [redacted]. As a gesture of goodwill we are offering to reimburse Mr. [redacted] for the additional shipping charges he has incurred. We need for him to send us a copy of the paid receipt, via fax to me at XXX-XXX-XXXX or he can email it to [redacted]@advanced-armament.com
Final Consumer Response /* (2000, 16, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/08) */
We attempted to contact Mr. [redacted] today to review his concerns but were unsuccessful.
We do apologize for the delay in shipping Mr. [redacted]'s order unfortunately, the parts have been on backorder until just recently. Mr. [redacted] should be...
receiving his parts in the next couple of weeks.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their response to my complaint they stated that they tried to contact me, Interesting as they have my email and my phone number and I did not receive any messages or calls. What about all the Voice mails and emails I left for them that they did not bother to respond to. Funny how these companies do not want to respond until a complaint is filed against them. Then they want to offer so many excuses. They should not have lied and told me the product was in stock when I placed the order. They claim I will have the order in the next couple of weeks. I will report back in 2 weeks being that I have already waited 4 months.
Final Business Response /* (4000, 9, 2016/01/14) */
We attempted to contact Mr. [redacted] on 1/8 at 1:02 pm but were unable to leave a message. I tracked Mr. [redacted]'s shipment ([redacted]) and it was delivered on 1/12/2016 at 2:07pm.
Final Consumer Response /* (4200, 12, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item FINALLY arrived 4 months after I ordered it. The day I ordered it I was told it was in stock and would ship out "soon" Which did not happen. They would not respond to numerous phone calls or email messages until I contacted the Revdex.com. Imagine that once the complaint was filed they got off their butts and shipped the items. The issue is that I am a business and these were for a customer that needed them for Deer season in NOVEMBER of 2015 not January of the next year. They did ship one extra an no charge which I do appreciate but that did not help out my customer at all and left my shop looking like is in front of the customer. So yes I did receive the items but no I am not satisfied with the way that they handled it from the beginning. A bit of communications thru this process by them Responding to phone calls and emails and not lying to me in the beginning would have made this a more pleasant experience.
All I wanted was for them to treat us like we mattered and at least return a phone call or email rather than completely ignoring us throughout this ordeal.
Initial Business Response /* (1000, 6, 2016/03/28) */
Mr. [redacted]'s check #[redacted] for $200 was mailed to him on 3/14/2016.
Initial Consumer Rebuttal /* (2000, 8, 2016/03/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check on 3/24/2016. Due to the...
response time of the rebate (17 weeks, not the 8-10 weeks promoted), I will probably not make any more purchases of Remington based on a promised rebate or incentive.
Initial Business Response /* (1000, 5, 2016/09/29) */
From: L[redacted], John (mailto:[email protected])
Sent: Thursday, September 29, 2016 11:56 AM
To: [redacted]l
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
According to our records Mr....
[redacted] spoke with one of our representatives on Monday 9/26/2016. At that time it was determined that the part was going to the wrong address. Our representative contacted UPS and was advised by UPS that Mr. [redacted] could pick up the item at the UPS hub on 9/27/2016 or wait for it to be delivered to the correct address on 9/28/2016. Mr. [redacted] decided to wait for the delivery. The package was delivered on 9/8/2016 under tracking number [redacted].
We apologize for any inconvenience this may have caused Mr. [redacted].
[redacted], Our rebate center has been trying to work with Mr. [redacted] on this. The rebate center needs to know who Mr. [redacted] banks with and a copy of his signature so they can compare it to what is on the check. Most often folks forget they...
deposit/cash a check or a member of the household deposits/cashes it.
Initial Business Response /* (1000, 7, 2016/08/17) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Tuesday, August 16, 2016 8:19 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
Mr. [redacted]'s firearm has been...
evaluated and serviced by two of our authorized repair centers. The second repair center has advised us that the gun is functioning properly. It was delivered on 8/15/2016 to Mr. [redacted], tracking number [redacted].
Initial Consumer Rebuttal /* (3000, 9, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite what Mr. L[redacted] said, the firearm was not functioning properly. Furthermore, the repair center sent the firearm back to me covered in rust (see pictures here: https://www.dropbox.com/sh/wkqr9xaajcspbdx/AADVMFj0pTVIyX6AbY1BDYVFa?dl=0 ).
I provided these pictures of the rust damage and a verbal description of the continued malfunctions Justin at Remington Customer Service. I was told by Justin on Tuesday, August 16 that I would be issued a full refund for the defective product, plus all shipping costs and transfer fees. He opened ticket 470665 to have UPS pick up the defective product and to have a refund check mailed out to me.
I will be satisfied if this refund check is indeed mailed out to me. However, as of this time, I find Mr. L[redacted]'s response to be entirely inaccurate and unacceptable.
I will close this case if Remington indeed fulfills their promise to provide me with a refund.
Thank you,
[redacted]
Final Business Response /* (4000, 14, 2016/09/06) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Tuesday, September 06, 2016 4:37 PM
To: [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Mr. [redacted]s refund is in the mail.
It looks like the holiday has delayed USPS but it is on the way.
Final Consumer Response /* (2000, 16, 2016/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], We researched and found that Mr. [redacted] submitted a receipt dated 11/23/2016, rebate tracking ID[redacted]. The promotion began 11/24/2016, see attached. If he can provide a receipt dated within the rebate timeframe we will be happy to...
resubmit his request.
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Thursday, January 05, 2017 8:12 AM
To: [redacted]...
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
According to my records Mr. [redacted]'s gun was serviced under our warranty, returned and he received it on 12/30/2016 [redacted]).
[redacted], We contacted the rebate center and found a submission for [redacted] at the address provided. That submission was declined because the post mark date was 12/20/2016 and as you can see on the attached it needed to be post marked by...
12/19/2016. In the interest of good customer relations we will authorize the rebate center to honor this claim as a onetime offer.
Initial Business Response /* (1000, 5, 2016/01/29) */
We apologize for the delay in servicing Mr. [redacted]'s firearm. The part required to fix the gun has been on backorder for awhile. We did reach out to the repair center and they have been able to fix the gun. His firearm should be shipping back...
to him shortly after testing.
Initial Consumer Rebuttal /* (3000, 13, 2016/02/16) */
[redacted] Revdex.com Note: The first of the two emails below was submitted after hours 02/12/2016.[redacted]
From: [redacted]
Sent: Friday, February 12, 2016 11:22 PM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#29-4004906-[redacted]-3-210)
This case is not resolved. I still have not received my gun or the ammo promised to me back. Please reopen the case.
PLEASE NOTE MY NEW ADDRESS AND PHONE NUMBER
[redacted]
---------------------------------------------
From: [redacted]
Sent: Monday, February 15, 2016 11:21 PM
To: [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#29-4004906-[redacted]-6-1100)
[redacted], I have not yet received my rifle back. I would like to keep the case open. I still have not received my rifle back.
Final Business Response /* (4000, 16, 2016/02/18) */
We have check our records and show that Mr. [redacted]'s gun was delivered on 2/10/2016 and signed for by [redacted]. The ammunition for Mr. [redacted] has been ordered but is not available at this time. We have notified Mr. [redacted] of the above today via email.
Initial Business Response /* (1000, 6, 2016/11/30) */
From: L[redacted], John
Sent: Wednesday, November 30, 2016 1:41 PM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted]
We spoke with Mr. [redacted] and he has agreed to send his gun into our...
factory so we can replace his stock.
Initial Consumer Rebuttal /* (2000, 9, 2016/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have indicated that my complaint is what made them look at the design of the stock on this model 552 rifle and found that what I was saying was true and they have initiated a new stock design to correct this problem. They agreed to have me send the Model 552 back to the factory and they will put a new stock on my gun. I "assume" this will still be a beautiful BDL stock as the one is now and that all shipping and other cost if any will be paid for by Remington. The gentlemen that called me yesterday was very polite and apologized for the length of time it took to agree to warrant this item. I accepted his apology but as a life long business owner I am still very disappointed that the corporate attitude was not more responsive to my legitiment complaint. They should have had me ship the gun to them at my cost and reimbursed me for that cost if and when a defect was found to be true. He said it could take up to 8 weeks to return the rifle to me and that does not reflect the realization that my complaint took 6 months to resolve and that at 69 years old I am ready to have this gun back in my service sooner than that time line. Thank you for your help and have a wonderful Holiday season..............
[redacted], We have reviewed Mr. [redacted]’s claim and found the he did not provide the original sales receipts as required. Thus the claim was denied. We have decided as a onetime goodwill gesture to resubmit his claim. Any future...
submissions will require the original receipts.
Initial Business Response /* (1000, 6, 2016/12/21) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Wednesday, December 21, 2016 11:29 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
We researched Mr. [redacted]'s...
request and have found that he submitted his claim well outside the allotted postmark date. The rebate ran from 4/14/2016 - 4/30/2016 with a last day postmark by 5/21/2016. The Rebate Center advised that Mr. [redacted]'s submission was postmarked 6/8/2016.
[redacted], We received Mr. [redacted]’s gun in on 2/21/2018 at our factory for evaluation under our warranty. Once the evaluation is complete we will discuss the proper course or action.
Initial Business Response /* (1000, 8, 2016/03/31) */
We are in receipt of Mr. [redacted] rebate information. Our fall rebates have been a big success and has extended our processing time. Mr. [redacted] rebate is in processing and we hope to have his check mail at soon.
Initial Consumer Rebuttal /*...
(3000, 10, 2016/04/01) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Friday, April 01, 2016 8:17 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
This is the same thing they have been telling me. The rebate firm said I would receive my rebate in 8-10 weeks and it's been 28 weeks and still haven't received it. Every time I call they say I will receive check soon. They have been saying this for 6 weeks
Initial Business Response /* (1000, 10, 2016/08/18) */
From: L[redacted], John [mailto:[redacted]@remington.com]
Sent: Thursday, August 18, 2016 10:12 AM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#29-4004906-[redacted]-4-302)
[redacted],
We have received Mr. [redacted]'s...
information and asked the rebate center to process his request for the $100.
Initial Consumer Rebuttal /* (2000, 12, 2016/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Remington was quick to process the rebate once Revdex.com got involved. Thanks Revdex.com.
[redacted], We apologize for any inconvenience we may have caused and the service that was provided. It is our understanding that products have been received now.
Initial Business Response /* (1000, 8, 2015/04/14) */
According to our records the part in question was on backorder. The part came available on 4/13 and should be shipping out to the Repair Center shortly. We apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/15)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response to me via E-mail is totally different than the above posted response they said via the e-mail that the order for that particular part was made on 3-30-2015 but I had e-mailed the repair shop multiple times and their response is we are waiting for the parts so it appears to me Remington Arms tried to shift blame onto their own repair facility. I was unable to get any satisfactory response from Remington Arms until a complaint was filed with the Revdex.com and suddenly the part has become available. This shotgun is a very common model with at least several hundred thousand in households so parts are readily available from multiple sources. Remington Arms had no concern for me as a customer and had I not contacted the Revdex.com I am certain I would still be waiting. The shotgun arrived at 1220 pm on 2-18-2015 at [redacted] and I don't for a minute believe that the repair shop waited six weeks to order the part because they are an outside vendor for Remington Arms and cannot get paid until the repair is made. I telephoned and e-mailed Remington Arms several time during the time my home defense gun has been in the shop and even gave them suppliers of repair parts but they did nothing until receipt of my complaint via the Revdex.com>
Initial Business Response /* (1000, 5, 2016/06/10) */
From: L[redacted], John (mailto:[redacted]@remington.com)
Sent: Friday, June 10, 2016 12:38 PM
To: [redacted]
Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
[redacted],
We apologize for any problems that Mr....
[redacted] is having with his firearm. We will gladly look at it again under our warranty - http://www.remington.com/support/firearm-warranty-information/remington-2-year-l...⇄ . I have noticed that the address on our ticket does not match the address on your claim report. We just need the correct address to send the material to assist him in returning the firearm.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for your response. I'm not interested in returning my firearm to one of your repair centers again. I already did this once and it came back in a worst condition than before I send it for repair and scratched badly on the left side as well.
I don't feel safe firing this firearm again so I would only want to return the firearm for a full refund.
Also, The address on this complain is my preferred mailing address.
Thank you.
I am rejecting this response because:
There was another receipt dated 11/24/16. They did not look at the receipt with the other four bar codes. I did send two others dated 11/23/16.
Initial Business Response /* (1000, 10, 2015/08/21) */
Mr. [redacted]'s order shipped in on 8/20 and 8/21.
Tracking numbers are:
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
They sent the packages to the wrong address. I notified them of the address change before I moved and called to verify after I moved. I am having the packages shipping to me at my own expense. Very poor customer service.
Final Business Response /* (4000, 14, 2015/08/27) */
We apologize for any inconvenience we caused Mr. [redacted]. As a gesture of goodwill we are offering to reimburse Mr. [redacted] for the additional shipping charges he has incurred. We need for him to send us a copy of the paid receipt, via fax to me at XXX-XXX-XXXX or he can email it to [redacted]@advanced-armament.com
Final Consumer Response /* (2000, 16, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/08) */
s in front of the customer. So yes I did receive the items but no I am not satisfied with the way that they handled it from the beginning. A bit of communications thru this process by them Responding to phone calls and emails and not lying to me in the beginning would have made this a more pleasant experience.
We attempted to contact Mr. [redacted] today to review his concerns but were unsuccessful.
We do apologize for the delay in shipping Mr. [redacted]'s order unfortunately, the parts have been on backorder until just recently. Mr. [redacted] should be...
receiving his parts in the next couple of weeks.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their response to my complaint they stated that they tried to contact me, Interesting as they have my email and my phone number and I did not receive any messages or calls. What about all the Voice mails and emails I left for them that they did not bother to respond to. Funny how these companies do not want to respond until a complaint is filed against them. Then they want to offer so many excuses. They should not have lied and told me the product was in stock when I placed the order. They claim I will have the order in the next couple of weeks. I will report back in 2 weeks being that I have already waited 4 months.
Final Business Response /* (4000, 9, 2016/01/14) */
We attempted to contact Mr. [redacted] on 1/8 at 1:02 pm but were unable to leave a message. I tracked Mr. [redacted]'s shipment ([redacted]) and it was delivered on 1/12/2016 at 2:07pm.
Final Consumer Response /* (4200, 12, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item FINALLY arrived 4 months after I ordered it. The day I ordered it I was told it was in stock and would ship out "soon" Which did not happen. They would not respond to numerous phone calls or email messages until I contacted the Revdex.com. Imagine that once the complaint was filed they got off their butts and shipped the items. The issue is that I am a business and these were for a customer that needed them for Deer season in NOVEMBER of 2015 not January of the next year. They did ship one extra an no charge which I do appreciate but that did not help out my customer at all and left my shop looking like i
All I wanted was for them to treat us like we mattered and at least return a phone call or email rather than completely ignoring us throughout this ordeal.
Initial Business Response /* (1000, 6, 2016/03/28) */
Mr. [redacted]'s check #[redacted] for $200 was mailed to him on 3/14/2016.
Initial Consumer Rebuttal /* (2000, 8, 2016/03/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check on 3/24/2016. Due to the...
response time of the rebate (17 weeks, not the 8-10 weeks promoted), I will probably not make any more purchases of Remington based on a promised rebate or incentive.