Retsel Corporation

This is also another special orderMr [redacted] order was on hold due to order shipping discrepancyUnless he wants a full refund, I will have that one activated tomorrow and we will ship this order by Friday on the 19th so there will be no more delays.We will call Mr [redacted] tomorrow and let him know that he should expect it by the middle of next week for sure.ThanksMichael J**

Date Sent: 12/21/4:38:PM
To whom it may concern,
The parcel for this customer was sent recently via UPS ground
Here is the UPS tracking number for the parcel *** *** *** ***
The color and the type of product that the customer purchased on 09-07-from us was on back ordered for additional weeksWe have notified the customer that there might be a slight longer delivery time, especially when customer purchased item(s) that were on a free shipping promotion offer at the time
The delivery time on all our mills is anywhere from weeks up to six months depending on the type of product, the color selected and inventory available at the time of purchase. Special orders take longer. If you or the customer has any questions about this order please feel free to call us at 208-254-3737 or e-mail us anytime at [email protected]
We pride ourselves in providing the best personalized service possible but due to the type of specialty products that we offer, the delivery time can vary at timesWe have this information posted clearly on our web site's terms of sale for all our potential customers to read before the customer purchases our product

On April 09, *** *** *** has purchased a grain mill form our company for the amount of $595.95, including shipping.About weeks later the product was shippedOur delivery time is anywhere from one week to months, sometimes longer depending on our inventory.According to her order on
file, there were no calls or any returns of merchandise of any sort from *** *** in the first month proceeding of the acceptance of the order.Several weeks afterwards she contacted her credit card company wanting a refund claiming that the product was never shipped and we took her money.We tracked the parcel and it was determined that she has personally signed for it on 06-09-2015The credit card company reversed the charge back.Recently she sent us a parcel that was not acceptedI cannot find any previous returns initiated by *** *** on file.It was not accepted by our company because anyone returning a product after days of receipt of merchandise needs to obtain a return authorization number form our company.There was not a return authorization number issued to *** *** because the product she purchased was kept by *** *** for over days.We have discussed the issues about the pepper and spice grinding with *** *** on several occasions over the phone.The product *** *** purchased from our company will process peppersShe needs to dry and break down the peppers to a size smaller than the size of cornOnce the peppers are broken down to the size of corn, then she can grind the peppers with the machine successfully There are currently no machines on the market available that will grind whole plantsIt is the consumers responsibility to break down the peppers to the size that will fit into the chamber of the machine. This was exactly what we have informed her over the phone when we discussed this issue.We have sold many machines in the past for grinding peppers, spices and other exotic grains with good success.We have for sale several different types of grinding attachments and augers that she can experiment with.We would be glad to swap them for the one grinding attachment she has received free of charge to herThat will allow her to experiment with the machine some more and find the right attachment to suit her needs.Some grains or spices are not meant to be groundThat is why we offer a return policy after the receipt of merchandise if the customer is not 100% satisfied with the productThis day satisfaction return policy is never extended so that all customers are treated on the same level.If there is anything else you need from us, you or *** *** can call or e-mail us at anytimeIf the phone lines are busy, please leave a message and we will return your phone call or e-mail within one to three business days.Thank you,*** ***,General Manager Retsel Inc

We have responded to this complaint several times via phone and left messages on your answering machine.  We have shipped the product weeks ago and it was delivered several weeks ago. The reason why the delvery was delayed was because the customer's credit card did not go through when initially...

the product was shipped.

This is also another special order. Mr. [redacted] order was on hold due to order shipping discrepancy. Unless he wants a full refund,  I will have that one activated tomorrow and we will ship this order by  Friday on the 19th so there will be no more delays.We will call...

Mr. [redacted] tomorrow and let him know that he should expect it by the middle of next week for sure.ThanksMichael J**

Here is a copy of the purchase order for Mr. [redacted]He did send a payment for the order, but did not pay for the shipping in the amount of $65.00We have notified him in the past and he said he will send in the difference or he can request a refund, but the difference of $65.00 was not received.That is the reason why it was on hold.Nevertheless, we will ship the complete order to him and bill him out the $65.00 next month.

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. Sincerely, [redacted]

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.
The following statement is not true because they never returned my calls or responded e-mails when I contacted them.  Again, only time they are answered calls when I had to call the company from the different phone number.2nd, I understand the backorder; however, they should not charge any amount  to my credit card until they are ready to ship the ordered item.   The transaction was disputed because it was not delivered as they quoted and the any disputes should be done within 60 days from the transaction date if there are any.To prevent missing dispute period and since item was not delivered to my address, I disputed the transaction.My credit card bank contacted the company and then they sent product and I approved its transaction;  but the product was not met the requirement as this company promised.   The only reason I ordered this product because the company sales person, [redacted], and [redacted] told me that this machine will take the WHOLE Dried Pepper and never told me I have to chopped smaller peaces.It is evident that the company's sale representatives provided false information to their customer not only about the product but also shipping time line to make the sales then charge to customer 2-3 months prior to delivery ( maybe after bank contacted).  Just  in case, what I would do if I missed dispute period and the company never fill the order?3rd, I called [redacted] period to report this incident to Revdex.com.  He  promised that he will call me within a week but never called me back and 10 days after, I called and talked with [redacted] asked her to let [redacted] to know I called and left message for call back, but neither [redacted] nor [redacted] called me.If it's all possible, I would like to send the product back and issue me a credit since the product is not met the needs by false information.Thank you,[redacted]

Date Sent: 12/21/2016 4:50:45 PMComplaint: [redacted]I am rejecting this response because: I requested that Retsel refund my money.  Instead, they miraculously produced the product and mailed it yesterday...after receiving this complaint.  I do not want this product any longer.  I DO...

want my money refunded NOW.
Sincerely,
[redacted]

We have responded to this complaint already twice , the first response was well over a month ago. The customer purchased a special order item from us and then the the customer has changed his/her mind.
This is our return policy on special order items. That is why return policies on special order items that have been paid in advance to receive free shipping are treated differently that non-special order items.
This is clearly stated on the invoice before the customer pays for the order with a check or money order so there would be no misunderstanding.
The delivery time on our special order items can be up to 6 months. If the customer has returned the product back to us in error , we usually offer to reroute the parcel back to the customer at the company's expense.
I believe we have already offered that to the customer. Our next UPS pickup will be on this coming Tuesday.
 
Thank you

Mr. [redacted] has initiated the process of several orders online, but has only paid for one order with a check That order has been delivered to the customer on 07/29/2016 within the agreed delivery terms for his special order item
05/01/2016 13:15:36
Processing
RETSEL...

ORDER [redacted] PROCESSINGReceived check number [redacted] for $1038.55Thank you for your order and have a great day.
 
 
Here is the UPS tracking number 
[redacted]  for the parcel
The order was shipped complete and was sent to the customer within a few weeks from receipt of payment in the mail from the customer.
 
If Mr. [redacted] has paid for another order under a different name with a different form of payment , please forward the type of payment and date the payment was posted so we can either refund or send the customer the item(s) he has purchased from us. We have searched our database and there has only been one payment made to the above order. Mr. [redacted] can also call us at [redacted] and we would be glad to help him over the phone if that would be easier for him.