ReUseTek

Hello, We sincerely apologize in regards to your recent experience. We understand and empathize with your frustrations as we can only imagine your thoughts after reading your claim. We at Reusetek.com in no way would ever want our customers to experience such issues and will do what is... necessary to alleviate this matter. To address some areas you mentioned; 1. We realized after some testing and customer feedback that our log-in was experiencing issues in regards to customer's logging in and recovering their account and order information. We have since updated this and the website is working as intended as customers now can log in and also be able to view their order. We apologize for this inconvenience during your purchase. 2. In regards to reaching out to us, we believe customers are not contacting us through [email protected] as we did not receive a follow-up e-mail that the refund was not received. We have no correspondence from said customers after an initial e-mail was sent stating the item was out of stock and was refunded. If in the event the customer did not receive the refund, a reply to the original e-mail stating item was out of stock would of allowed us to investigate further. 3. In regards to the refund claim, attached is a screenshot from our merchant portal stating the credit card used has been refunded and credited back to the card used. We suggest for the customer to contact his bank and to show this information as this should resolve any matter regarding the refund. If this is not sufficient, the customer can contact us at [email protected] for further support on the matter. 4. In regards to calling us, we recently had an update to our phone lines that should have resolved this matter. If not, the e-mail channel will be answered with a number provided to contact us. Regardless of the above areas, we understand we must improve our processes to remove these issues from occurring. As we focus more on the development of our site and personnel, we can assure our customers that these matters will be no longer occurring. In conclusion, we sincerely apologize regarding this recent transaction and will do whatever we can to ensure the customer receives his refund. We appreciate the feedback and hope in the future we can regain trust. Thank You, Reusetek Support Staff

Thank you very much for your assistance in this matterI have just received notice that the company (Reusetek) has refunded my payment for the product I never had receivedAs a result, you can change the status of my complaint to resolved. Thanks again,*** ***

Hello, We sincerely apologize in regards to your recent experience. We understand and empathize with your frustrations as we can only imagine your thoughts after reading your claim. We at Reusetek.com in no way would ever want our customers to experience such issues and will do what is...

necessary to alleviate this matter. To address some areas you mentioned; 1. We realized after some testing and customer feedback that our log-in was experiencing issues in regards to customer's logging in and recovering their account and order information. We have since updated this and the website is working as intended as customers now can log in and also be able to view their order. We apologize for this inconvenience during your purchase. 2. In regards to reaching out to us, we believe customers are not contacting us through [email protected] as we did not receive a follow-up e-mail that the refund was not received. We have no correspondence from said customers after an initial e-mail was sent stating the item was out of stock and was refunded. If in the event the customer did not receive the refund, a reply to the original e-mail stating item was out of stock would of allowed us to investigate further. 3. In regards to the refund claim, attached is a screenshot from our merchant portal stating the credit card used has been refunded and credited back to the card used. We suggest for the customer to contact his bank and to show this information as this should resolve any matter regarding the refund. If this is not sufficient, the customer can contact us at [email protected] for further support on the matter. 4. In regards to calling us, we recently had an update to our phone lines that should have resolved this matter. If not, the e-mail channel will be answered with a number provided to contact us. Regardless of the above areas, we understand we must improve our processes to remove these issues from occurring. As we focus more on the development of our site and personnel, we can assure our customers that these matters will be no longer occurring. In conclusion, we sincerely apologize regarding this recent transaction and will do whatever we can to ensure the customer receives his refund. We appreciate the feedback and hope in the future we can regain trust.  Thank You, Reusetek Support Staff

Thank you very much for your assistance in this matter. I have just received notice that the company (Reusetek) has refunded my payment for the product I never had...

received. As a result, you can change the status of my complaint to resolved.
 
Thanks again,
[redacted]

Hello, we are regretful that our customers have been experiencing such service and in no way is this response a justification for this lack of service. We are working diligently to improve our customer service process and to ensure that customers do not receive such service. A few things to...

note regarding this matter: 1. After the customer contacted our business regarding his laptop, we expressed our regret that the item he ordered was incorrectly priced (due to issues as we were updating our inventory management software that experienced a huge bug that has caused severe issues to our inventory stock on our front and back end as well as pricing). We offered a replacement, but instead the customer wanted a unit that had better specifications for $30 more. After the customer was informed that we could not add payment onto the card as we do not store the credit card information and that he would need to cancel the order and re-order the product he was looking for. 2. Customer notified us on the 12/09/2016 that his original order was not refunded and that he was in the business of purchasing 50-100 laptops a week as he was a reseller (we are resellers as well). 3. By 12/16/2016, a copy of his refunded order amount was sent to the customer as we were flooded with customer issues related to the bug we have been experiencing in our database. He was informed that it may take up to 3-5 business days for the amount refunded to reflect in his bank.4. The customer was refunded $130.48 + his original payment of $70.47 and was shipped a FREE laptop (Tracking#[redacted]) on 12/17/2016. Although our company failed to provide the adequate customer service that is expected from us, we attempted to reconcile this issue by sending the laptop the customer ordered free of charge. In fact, the customer replied on our social media page that he was satisfied with the laptop he received. It is our sincerest regret that this issue occurred and we are working incessantly to solve issues related to our database and customer service. We sincerely hope that we can come to a satisfactory resolution regarding this matter ASAP. Thank You.