RepairPartsPlus.com

Hello - Its not completely clear whether we are responding to BBB or to the client. ??Attached is a CRM record of all our client communication -- in addition to records BBB keeps on its system. In all cases dealing with warranty and other client issues - we adhere to our published policy. http://www.repairpartsplus.com/Returns.aspIf we are at fault (ie shipped incorrect, lost, or damaged item) - we take full financial responsibility. We recognize the customers frustration level, including that our responses took longer that he had expected. We missed our response target, which is same or next business day. This seems to be a straight forward matter of customer received defective item, we replaced the item under warranty. He no longer wants or needs the replacement item. Therefore he can return item in new/same condition for full credit.

We regret any confusion surrounding compatibility of the Customers' ordered product As a consumer electronic retailer - our catalog includes an array of products that support various industry standard data formats Each product listing specific these formats very clearly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Starting on [12/12/- ref order ***] we have received and responded to a series of dozens of email messages from Mr *** The core issue is
a separation of the touch screen from the phone or LCD display As outlined on our policy page - see below -- warranty coverage on LCDs covers proper testing for defects The act of installing an LCD unit voids coverage We are unable to warrant or even guide the quality of installation services nor protect LCD units from damage under usage after completing installation http://www.repairpartsplus.com/Default.asp

Customer received item submitted on his order, which unfortunately did not match his mobile device
Order was returned per published policy ***
Returned order failed inspection as NEW conditionOrdered item has been
returned to Client, at Company cost Client has declined other offers to accommodations and provide Correct repair item for his mobile device

Hello -
Its not completely clear whether we are responding to Revdex.com or to the client ??
Attached is a CRM record of all our client communication -- in addition to records Revdex.com keeps on its system In all cases dealing with warranty and other client issues - we adhere to our published policy http://www.repairpartsplus.com/Returns.asp
If we are at fault (ie shipped incorrect, lost, or damaged item) - we take full financial responsibilityWe recognize the customers frustration level, including that our responses took longer that he had expected We missed our response target, which is same or next business day
This seems to be a straight forward matter of customer received defective item, we replaced the item under warrantyHe no longer wants or needs the replacement item Therefore he can return item in new/same condition for full credit

This company messaged me four days after I ordered a part and said that it was no longer in stockThey were nice enough to ask me what I wanted to do and then when I thought everything was going smoothly and it would just take a few more days, they completely deleted my order and did not refund my money back that they took from my accountThis amount was over $I absolutely do not recommend this company and I am thinking of suing them as soon as possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
On 1-21-- Original complained was filled with company with ticket number ***
On 1-22-- A series of ten (10) pictures where sent to the business via email responding to their request for pictures with ticket number ***No responseOn 1-23-- An email was sent requesting company confirmed receiving email with ticket number ***There was no responseOn 1-26-- Additional pictures where sent to the business via email requesting an update to my claim with ticket number ***No responseOn 1-28-- Requested an update from company with ticket number ***- Company responded with a request for picturesOn 1-31-- Responded to request for pictures by explaining I has previously sent pictures and resent more pictures with ticket number ***- No Response On 2-4-- Made a claim with Revdex.comOn 2-5-2015- Company finally responded by claiming they sent a replacement On 2-5-- I received a response via Revdex.com of San Diego requesting new pictures.It is difficult to communicate with the company and the phone number they provide leads to a minute wait followed by an answering machine (I have called times but choose email to leaving message) I am attaching the pictures sent on 1-22-for your records since according the the business response through this medium, they have not received them Also according to the email on 2-05-a replacement was sent with a tracking numberI will await the replacement package before I close the claim
Regards,
*** ***

It appears the customer installed the Repair item before testing the product or possibly that he notified us of a product defect after the installation. Our warranty coverage expires at the point a Repair item is stalled into the (mobile) devices. I am guessing We offered a replacement for this Repair item at our cost; sales price less 25% If the above is correct and he as rejected our offer….than we decline responded to other proposals/offers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for your terse response and making it very clear that you do not value your customers in any wayI am simply trying to get an issue resolved and you've now made it seem as though I'm creating an issue that does not require you to be cordial or helpfulI do not understand your RMA explanation and you're making it extremely difficult for me to get any resolution (your policy essentially wants me to jump through hoops to to request a number to attached to a request for refund on a shipment that wasn't received)Further, before reaching out to the Revdex.com I had sent multiple emails to your customer service to no availI have also not been able to find a phone number for your company in order to speak to someone in person rather than taking weeks to go back and forth through a third partyI've come to terms that you've taken my money and have no intentions on refunding it or providing the items I've orderedIf the shipment was in fact refused as you state, then I clearly do have the the goodsShould you not refund the money automatically as you received payment for something actually didn't sell? I work in advertising and the most critical thing for our clients to understand is the importance of customer service...a happy customer is a customer for life and will refer others to you if you treat them rightYou should also be transparentAfter this debacle, I realize that are anything but transparent (100% positive reviews is extremely unlikely and indicates you have something to hideMy experience with iShopExpress and the raving reviews you display on your website is very tellingYou are not who you portray to beI'd like to sincerely thank you for doing nothing and simply washing your hands of this situationI'll be sure to never shop your store again and will do my best to warn others of your questionable business practices and unacceptable customer service.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
On 1-21-- Original complained was filled with company with ticket number ***
On 1-22-- A series of ten (10) pictures where sent to the business via email responding to their request for pictures with ticket number ***No response
On 1-23-- An email was sent requesting company confirmed receiving email with ticket number ***There was no response
On 1-26-- Additional pictures where sent to the business via email requesting an update to my claim with ticket number ***No response
On 1-28-- Requested an update from company with ticket number ***- Company responded with a request for pictures
On 1-31-- Responded to request for pictures by explaining I has previously sent pictures and resent more pictures with ticket number ***- No Response
On 2-4-- Made a claim with Revdex.com
On 2-5-2015- Company finally responded by claiming they sent a replacement
On 2-5-- I received a response via Revdex.com of San Diego requesting new picturesIt is difficult to communicate with the company and the phone number they provide leads to a minute wait followed by an answering machine (I have called times but choose email to leaving message) I am attaching the pictures sent on 1-22-for your records since according the the business response through this medium, they have not received them Also according to the email on 2-05-a replacement was sent with a tracking numberI will await the replacement package before I close the claim
Regards,*** ***

Our records indicate your Order was confirmed delivery on Jan 7th Ref -- ***Its a small parcel - we'd ask you to check you mail delivery area If you are unable to find this, please notify us thru
[email protected] - we can reship the item to you or refund the order

Regret for the missing item - which appears to have lost in transit We have credited your order If you wish to resubmit, the item is in stock and can resend pls verify
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The referenced detailed and product description incorporated in the customer's letter does not match the actually Item and/or product description for his ordered item
See full product listing and description -- (Product SKU FITY02-KIT) Pls note the title also highlights the fact the product is a DVD
Older & Wiser Workout for Seniors DVD 2-Disc Gift Set with Toning Band
Older & Wiser Workout DVDs 2-Disc Gift Set with Toning Band
The Older and Wiser Workout with *** *** is a gentle, safe workout that is perfect for beginners or those who have not been exercising regularlyPopular with seniors and older adults and people who are getting in shapeAll of the exercises are done either standing or sitting on a chair with no lying down on the floorThere are three different aerobic sections, and you can do one, two, or all threeThe three women demonstrate three different levels of intensityThis fun, well rounded workout includes the three vital components of fitness: low impace aerobics, stretching and cool down.Gift Set includes:
Older & Wiser Workout for Seniors and Active Older Adults DVD
Older & Much Wiser Workout for Seniors and Active Older Adults DVD
Toning Resistance Band - Green (used in exercise on DVDs)
see at http://www.wiishopexpress.com/Older-Wiser-Workout-for-Seniors-DVDs-p/fity02-kit....⇄

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[First of all, as of this morning 3/17/no credit was recorded by the credit card company pending or otherwise. You charged me upon return more for the repair tools that you originally charge me for the purchaseThe tools were damaged and could not be returned as they are damaged during the repair of the phone, The fees should be calculated on only the screen replacement which was returned with the adhesiveAdditionally I do not agree with the additional merchant fee and would kindly request that fee to be reversedTypical merchant fees are 1-3% of the priceYour fee is more than 20% of this order (after subtracting the cost of the missing toolThis is actually larger than your restocking feeAfter all your extra fees, the refund is only 1/of the purchase priceTo add insult to injury you processed this return almost three weeks after the item was tracked to your location via USPS. These fees and returns processing delays make it obvious that your company is not interested in hassle-free returns or dealing with the customer fairly.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have been contacted from the company and the issue has been resolvedThank-you very much for your assistance
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am looking for a return and refundPlease supply me with a fax number so I can send you a copy of the invoice
Regards,
*** ***

I ordered a glass for a Galaxy Sand instead I received a glass for a LG phoneThen I returned the glass, I followed up with the company about and refund two weeks after sending the item back, and I was told that it was never received and I needed to provide a tracking numberAfter, giving the company the tracking number I was told that the company only checks their PO Box Tuesdays and Thursdays onlyThe company told me the item was still in transit when in fact the item had arrived to their PO Box days before but, I guess someone was too lazy to go get it and process my returnAfter, almost three weeks of refusing to give me a refund I had to call and get my bank involved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am looking for a return and refundPlease supply me with a fax number so I can send you a copy of the invoice
Regards,
*** ***

Upon reviewing details of Mr ***' case - let us first say that we regret the outcome of your Repair Project We commit ourselves to satisfying every customer's expectation from shopping, selecting, receiving, and installing their repair part
successfully That said - following the manufacturer's step by step installation instructions is critical both to the success of your repair project as well as complying with a product defect warranty claim Mr *** has acknowledge he had not follow the manufacturers instructions properly, Of course, we are obligated to present all known facts to a manufacturer when submitting a warranty claim our a client's behalf
As a supportive gesture to Mr ***, we will offer to send a replacement unit at 50% of retail cost; $vs $by call our customer service department at 800-358-x*