RevZilla Motorsports

In Response to the Customer's Complaints:The customer first submitted a price match through our online interface on 6/13/The product was a [redacted] Power Rear Tire in the size 180/ [redacted] Our price was $on this productThe customer stated that our competitor, Motorcycle Superstore, had the tire advertised for $ However, when our Price Match team went to the competitor's website, the price was advertised as $Being that the advertised price was lower than ours, we offered to match the price of $The customer then called our Customer Service Team to see why we approved a price match for a different price than what he submittedThe reason is because when he saw the price at motorcycle superstore, it was out of stock (which the customer clearly says this in his request)As listed in our Price Match Policy, "the product must be new and in stock in the same model, size, color and year (if applicable)." When the item came back in stock at the competitor, the price was advertised at $143.99, which we did offer to matchThe customer declined that offer, and then asked if we would match a price at a local shopHe was told that we could if they have a website where they advertise (per our Price Match Policy, only advertised prices on available merchandise are matched) The customer then proceeded to end the phone call.The customer then submitted another price match request on that same day (6/13/16) at 1:03PM ET In this request, the customer states "your [redacted] policy's suck I will make sure you never get any money from me or any of my friends, I have bikes I needed tires for and you can go fk yourself hope your company fails your customer service suck I will be putting a Revdex.com complaint gg [redacted] you" and entered the item price as $666.00" (Expletives edited with an asterisk)As the customer was being abusive, we decided not to respond to avoid escalating the situation any further.Several minutes later at 2:41PM ET, still on 6/13/16, the customer submitted two additional price match requests from a different email address that stated "in stock stfu" and "128$ match that"He provided prices of $and $from the same competitorOur price match team did research the competitor only to find it was a dealer located in the United KingdomPer our Price Match Policies, "we can only offer a Price Match against authorized US Dealers." We then cautioned against overseas purchases as the prices rarely include brokerage fees, duties and taxes that will be levied upon deliveryAny sizing, quality, arrived damaged or warranty issues that may come up will also fall on the purchaser to cover all shipping costs, both to and fromWe also informed the customer that if he finds the same item advertised for less from an authorized US Dealer, to please submit a new Price Match Request and we will happily match it for himAfter this response, we did not hear back from the customer for several days.On 6/20/16, the customer submitted a 5th price match requestThe competitor the customer provided was BikeBandit.com and the product was a [redacted] Power rear tire in size 180/55-and the price the customer provided was $ However, the product that he wanted us to honor that price on was a [redacted] Power rear tire in size 180/55-Per our Price Match policy, "the product must be new and in stock in the same model, size, color and year (if applicable)." Since the competitor's price was on a different model of tire, the price match was deniedThe customer then called our customer service department and immediately asked to speak with a managerAfter being transferred to a Customer Service Supervisor, the customer became aggressive during the call by using foul language, threatening to write negative reviews about RevZilla online, filing a Revdex.com complaint, writing letters to our Vice President and then hung up.As for his claim of advertising, we do clearly state in our Price Match Policy that all price match requests are handled at the sole discretion of RevZilla.comAdditionally, the customer states that "they lost a customer that spends 1k$ plus a year on parts and tires from them on a yearly basis over 33$ not very smart on their part." After researching all of our admin systems for any orders related to the customer's name, address, phone number and email addresses, we determined that he has never placed any orders with us, so he has not purchased anything from RevZilla in the pastAll of the representatives here at RevZilla were cordial and respectful to the customer both over the phone and via any email communications, even though he became abusive with our representatives in returnBoth our Price Match Team, and our Customer Service Team did their due diligence to research all of the requests the customer submittedWhile we could not match all of his price match requests, we did try to offer him what we could match but he declined our offersWe feel we tried to accommodate the customer's request the best we couldHowever, the customer was unwilling to work with us.For reference, here is a link to our Price Match Policy - http://www[redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Also, I would be more than happy to shop elsewhere Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

In response to the customer's complaints:The customer was provided a Return Authorization with a free prepaid shipping labelUpon receipt of the items, he will be refunded the full purchase price of the products, which was $USD, not the $the customer mentionedThis is due to items on the order that received a price match discount.This customer has been extremely abusive during interactions with our Customer Service representatives (screaming, using profanity, and communicating in an overall demeaning manner)For the safety and well-being of our employees, we respectfully request that he shop elsewhere moving forward, and refrain from contacting RevZilla via phone, email, chat or at our retail location.Once the items have been returned to us, we will issue a refund and consider this matter closed

To Whom it may concern,The customer ordered a *** ** helmet from us on November 28th in the matte black color, size XLHe paid $for the helmetThe customer then set up a return, on his own, for this helmet through our website on December 3rd During the process of setting up
the return, the customer went through the "Select one of the following options for Return Shipping" part of the return process and the two options that are listed state "Print a UPS Pre-Paid Return Label ($Flat Rate/Domestic Use Only)" and "No return label requiredI will ship my return on my own." Since the customer selected the option to use our return label, we deducted the stated flat rate from his return at the time that we processed itThus, the customer was issued a refund in the amount of $on December 9th 2015.On December 10th the customer contacted us via email and voiced his displeasure about the fee that was deducted from his refundWe explained the policy to him and we explained that we note this on the return policy page as well as in our returns videoWe then also agreed to refund him the return shipping label cost as an exception to our policyThe refund was issued on the morning of December 11th This refund was accompanied by an automated email, as well as the personalized email our staff sent the customer explaining that we were making the exceptionWe were then notified about this complaint by the Revdex.com on December 15thAt this point, there was nothing further we could do for the customer in regards to the refund he is seeking since we had already provided him with the requested resolution days prior to the notification about the complaint being sent to us.That said, we do want to address the 2nd half of the customers requested resolution, which states "make it clear on there web site that they charge for returns"We do not charge our customers to make a returnWe do not have any restocking fees, or any other fixed deductions that are made without the customer's consentWe do provide customers with the option to use one of our pre-paid UPS labels, which also include package insurance, for a flat rate of $If a customer opts to use our label, we then deduct $from any refund that is issuedHowever, as we have covered in the first paragraph of this reply, this fee is noted during the time that a customer selects this option, and thereby they are providing consent for this fee to be deductedWe do not force customers to use this label, we simply provide it as a courtesy and convenienceAdditionally, the second section of the return policy page is called "Return Shipping Options" and explains all of this as wellWe also explain the return shipping options in our returns video at the minute and second markThis video was published to *** on Aug 20, and the link to this video is posted at the very top of our returns page (http://www.revzilla.com/returns).Finally, the customer states that we are falsely advertising, which we are notHe also states that the helmet he ordered is only one year old, and that our video for the helmet states that we do free returns (both of these statements are not accurate)The helmet that the customer ordered, a *** **, was introduced into the USA in (after being released in Europe in late 2008)A newer version of this helmet, the *** ** Pro, was released in late and we posted a video about the ** *** on Jan 29, *** also released a Full Face helmet called the ** in 2012, and a Full Face race helmet called the *** was also released in In fact, *** has only released one helmet within the last year (the **, a three quarter open faced helmet)We are unsure how the customer determined that the helmet he ordered was released within the last year, as we do not make any such statements in any place on our website or videos.In regards to the specific video for the *** ** helmet that the customer purchased, we posted the video on our website and *** channel on Nov 4, (which can be confirmed by looking at the video on our *** channel, https://www.***.com/watch?***)In the this video, from 2010, we state "Free Shipping Over $39.99" and "Send it back, We'll Ship an Exchange for Free"At the time that this video was produced, we had the same policy about returns and return shipping that we do at this current timeSince 2010, we have never charged customers to do a return, we have shipped the exchange item at no charge if the original item shipped for free, and we offer a return label for a flat fee as a courtesy and convenienceIn the Spring of 2013, we updated our return policy to make this even more clear and to eliminate any type of possible customer confusionThe verbiage in any videos that were produced after this time was also changed to make this more clear, and we produced the returns video that is mentioned earlier in this response during the summer of to provide even more clarity.In the end, we had already refunded the customer for the $cost associated with the return label he chose to use before being notified about the complaintWe also explained our return policy and provided links to the customer for the locations of all this informationThe information is readily available on our website in multiple formats and it is very clear

In response to the customer's complaint:We believe this issue to be resolved with the customerWe emailed him on 4/26/to let him know he can send back the item he is having issues withTwo refunds were issuedThe first was issued on 4/25/at 2:24PM for the amount of $The other was
issued on 4/26/at 10:31AM for the amount of $353.57, which will total out to the $he has requestedWe now consider this matter closed

My first and only experience with Revzilla started greatProducts arrived quickly, and everything seemed to fit wellProblems arose when actually using the $or so worth of gear though, which included Alpinestar boots, revit pants and jacket, and a Nolan helmetAll items had issues of one sort or anotherTo include literally falling apart on the bootsWell I contacted customer service and they essentially said pound sand and s*** it upThey would only take back the bootsThis to me does not demonstrate an A+ rating as is shown

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Revzilla again states they have no control over *** and that I could have paid for my own shipping services. Revzilla fully has control over the shipping situation as the companies it chooses to ship its goods directly reflect on them. I paid Revzilla for a specific item and it showed up defective. It's Revzilla's responsibility to handle the exchange of this item as the product I paid for was defective. They claim they track the item but yet it sat down at the *** location for days until I checked on the status. If Revzilla was actually being diligent in this situation they would have reached out to me after to hours to see if I had shipped the product yet as there was no movement on it. Instead I was accused of using the wrong shipping label or improperly shipping it. Honestly at this point I accept that we will not come to an agreement and consider this matter closed and unresolved
Regards,
*** ***

In response to customer complaints:Customer states he utilized our Live Chat feature for help choosing the correct fitting partsHowever, we were not able to find a record of this conversationWe archive all of our chat transcripts, so if he did have a conversation with one of our Live Chat
agents, we would have a transcript of itFurthermore, we do not have any chat agents named Brandon or AdamCustomer states that he spoke with Peter, which he didWhat the customer left out was that he told Peter that he needed to finish his install the next dayThis phone conversation took place on Sunday, 4/3/at 2:25PMBeing that there are no shipping services on a Sunday, Peter offered to return the customer's call the next business dayCustomer called back on Monday, 4/4/at 3:27PM looking for an updateDuring this call, the customer informed us that he used part of the kit he bought to complete his buildAt this point he was informed that since has used pieces of the kit, it is incomplete and would not be returnableOur Returns Policy clearly states that all returns must be "unused and unaltered and within days of delivery of your item"Since the customer moved forward with using part of the kit he order before we could confirm fitment of the parts he needed and verify his claim that someone at RevZilla directed him to buy the incorrect parts, we did not have an immediate resolutionOn 4/11/16, the customer called again stating he had spoken to several associates and claimed that he was hung up onWe attempted to verify this claim by searching our inbound call recordsWe show no calls received from the customer between 4/4/and 4/11/Therefore, we began researching furtherWe found that the customer entered the incorrect motorcycle year, make and model in our "parts finder" feature on our website The bike that was entered was a *** *** Electra Glide Ultra Classic, but the bike the customer was working on was a *** *** Road King *** ***At this point, we were able to confirm that there are significant differences between the two models and this is why the customer was having fitment issues during installationTherefore, we were able to identify that the customer made an error when purchasing the kit via our websiteIt is important to note the the customer placed the order through our website on his own accord and not via one of our Customer Service RepresentativesHad he given us a call to place the order, we may have been able to catch the error and correct itWith that being said, we felt that it was unreasonable to lay all of the blame on RevZillaThe customer was contacted on 4/12/and explained all of the above by one of our *** Parts Pros named JoeDuring this conversation, we empathized with the customer's situation and a partial refund of 15% of the purchase price of the kit was offered as a gesture of good faithThe conversation seemed to go well with the customer and we thought the matter was resolvedOn 4/13/a refund of $(which is equal to 15% of the purchase price) was issued to the customerA follow up email was sent on 4/13/at 3:26pm, explaining our decisionPlease see below for a transcript of the email: -"Hi Alan, I am writing with respect to our ongoing conversation about the LA Choppers Handlebar Cable Brake Line And Wire Kit that you orderedWhen we first spoke, you had mentioned that someone at RevZilla.com recommended a bike-specific part via our online chat featureBased on a complete search of our entire chat archives, we have found no record of that interactionWe are all very aware of the idiosyncrasies of the CVO models of ***-*** and I cannot imagine anyone recommending an LA Choppers Handlebar Cable Brake Line And Wire Kit that is specifically designed to fit on a *** *** Electra Glide Ultra Classic FLHTCU/I as something that would work on the *** *** Road King *** *** that you needed the kit forThat said, we understand the frustration and trouble this has caused you and have provided a 15% ($45) refund back to your original form of paymentThat refund should appear within - business days, depending on how fast your bank processes refundsPlease let me know if you have any questions."At 3:55PM on 4/16/16, shortly after receiving our email, the customer called back and immediately requested to speak with a SupervisorHe was transferred to Dan, who is a Supervisor in RevZilla's Customer Service Call CenterThe customer went through the whole situation again with DanDan then explained the if he had the kit in its entirety, an exception could be made to our Returns Policy to accept the kit back for a full refund even though the customer had attempted to install itThe customer stated the he used parts from the kit and it is not completeDan then informed the customer that in order to give him a full refund, we would need all of the parts of the kitIn a second attempt to help the customer, Dan offered an additional $refund and additional store credit ($total credit) to use towards a future purchaseDan did explain that without having all of the parts of the kit, this was the best we can do and that we were already going above and beyond our policiesThe customer then ended the conversation and we assumed the matter resolved.In conclusion, we feel that RevZilla has done everything within reason to help out this customerTo ask for a full refund without returning all of the purchased items, or all of the pieces contained in an item, is unreasonableWe feel that the refunds that have been issued were more than needed in this scenario and are well outside of our practices

We are sorry to hear about the customer's less than stellar experience with his local *** store and recommend that he use a different location for future shipping needs. While we did provide him with a free prepaid *** shipping label, he did not have to use itCustomers are welcome to use a different carrier of their choice for returning items to us at their own cost.RevZilla does insure all packages against damage or loss while in transitIf this happens, we will absolutely handle all of the investigation interactionsIn this situation, the package was not lost or damaged, but was not shipped due to an oversight of an employee of an individually owned *** Store franchise. In this case, RevZilla does not have any influence or control over that franchise or its employeesWhile we can do what is within our capabilities, there are limits as to what is physically feasibleWe feel it is unfair for *** *** to place blame on RevZilla for the actions of this *** Store's employees. We do partner with *** as a shipping carrier, and we will do what we can to work with them on the customer's behalf as long as it is within our capabilities.While monitoring tracking of a shipping label provided by RevZilla, if an exception or delay is observed during transit, we will definitely reach out to a customer to let them know. In this instance, since the tracking did not show the package was dropped off at a *** location, we were unaware that the customer made an attempt to ship his gloves back to usEvery person has their own timeline as to when they can run errands based on their life's schedules, so we had no way of knowing when *** *** would be dropping off his package and when a good time frame would be to follow up with himIt is unreasonable for him to expect us to know the timeline of all of our customers and when they find time to drop off packages for shipment.Furthermore, *** *** did not request us to begin a lost package investigation. In the email chain below, the customer took it upon himself to reach out to the *** Store he had usedHe was not instructed by any representative of RevZilla to contact the store:ERIC - 10/17/@ 10:32AM "Hi William, Looking at the tracking information for the return label we provided you, there is no movement from *** as of yetAre you positive that the gloves are in UPS's care, and that you used the return label we provided for you? -Eric"*** *** - 10/17/@ 11:11AM "Yes I printed the rma form and shipping label directly from the order withing RevZilla.comwe are reaching out to the local *** store right now. We directly handed this package over to a *** employee and will be contacting him to find why it hasn't been scanned in."At this point, the customer has been refunded as he had requested as his desired outcome/settlement in his original complaintWe now consider the customer's issue resolved and this matter closed

To Whom it may concern,
The customer ordered a *** ** helmet from us on November 28th in the matte black color, size XLHe paid $for the helmetThe customer then set up a return, on his own, for this helmet through our website on December 3rd
During the process of setting up the return, the customer went through the "Select one of the following options for Return Shipping" part of the return process and the two options that are listed state "Print a UPS Pre-Paid Return Label ($Flat Rate/Domestic Use Only)" and "No return label requiredI will ship my return on my own." Since the customer selected the option to use our return label, we deducted the stated flat rate from his return at the time that we processed itThus, the customer was issued a refund in the amount of $on December 9th On December 10th the customer contacted us via email and voiced his displeasure about the fee that was deducted from his refundWe explained the policy to him and we explained that we note this on the return policy page as well as in our returns videoWe then also agreed to refund him the return shipping label cost as an exception to our policyThe refund was issued on the morning of December 11th This refund was accompanied by an automated email, as well as the personalized email our staff sent the customer explaining that we were making the exceptionWe were then notified about this complaint by the Revdex.com on December 15thAt this point, there was nothing further we could do for the customer in regards to the refund he is seeking since we had already provided him with the requested resolution days prior to the notification about the complaint being sent to usThat said, we do want to address the 2nd half of the customers requested resolution, which states "make it clear on there web site that they charge for returns"We do not charge our customers to make a returnWe do not have any restocking fees, or any other fixed deductions that are made without the customer's consentWe do provide customers with the option to use one of our pre-paid UPS labels, which also include package insurance, for a flat rate of $If a customer opts to use our label, we then deduct $from any refund that is issuedHowever, as we have covered in the first paragraph of this reply, this fee is noted during the time that a customer selects this option, and thereby they are providing consent for this fee to be deductedWe do not force customers to use this label, we simply provide it as a courtesy and convenienceAdditionally, the second section of the return policy page is called "Return Shipping Options" and explains all of this as wellWe also explain the return shipping options in our returns video at the minute and second markThis video was published to *** on Aug 20, and the link to this video is posted at the very top of our returns page (http://www.revzilla.com/returns)Finally, the customer states that we are falsely advertising, which we are notHe also states that the helmet he ordered is only one year old, and that our video for the helmet states that we do free returns (both of these statements are not accurate)The helmet that the customer ordered, a *** **, was introduced into the USA in (after being released in Europe in late 2008)A newer version of this helmet, the *** ** Pro, was released in late and we posted a video about the ** *** on Jan 29, *** also released a Full Face helmet called the ** in 2012, and a Full Face race helmet called the *** was also released in In fact, *** has only released one helmet within the last year (the **, a three quarter open faced helmet)We are unsure how the customer determined that the helmet he ordered was released within the last year, as we do not make any such statements in any place on our website or videosIn regards to the specific video for the *** ** helmet that the customer purchased, we posted the video on our website and *** channel on Nov 4, (which can be confirmed by looking at the video on our *** channel, https://www.***.com/watch?***)In the this video, from 2010, we state "Free Shipping Over $39.99" and "Send it back, We'll Ship an Exchange for Free"At the time that this video was produced, we had the same policy about returns and return shipping that we do at this current timeSince 2010, we have never charged customers to do a return, we have shipped the exchange item at no charge if the original item shipped for free, and we offer a return label for a flat fee as a courtesy and convenienceIn the Spring of 2013, we updated our return policy to make this even more clear and to eliminate any type of possible customer confusionThe verbiage in any videos that were produced after this time was also changed to make this more clear, and we produced the returns video that is mentioned earlier in this response during the summer of to provide even more clarityIn the end, we had already refunded the customer for the $cost associated with the return label he chose to use before being notified about the complaintWe also explained our return policy and provided links to the customer for the locations of all this informationThe information is readily available on our website in multiple formats and it is very clear

In Response to the customer's complaints:The customer was advised to contact the manufacturer of the garment for any warranty or defects, as that manufacturer (***) prefers to work with customers directly when issues like this ariseThe reason is so that they can record and research any issues in
order to improve their productThey are open and welcome to consumer feedback as a way to constantly improveTherefore, when our chat representative requested that the customer contact *** for a warranty claim, he was only honoring the manufacturer's request. We followed up with *** to see if the customer had reached out to them and they informed us that he did not*** also stated that if the customer would have contacted them, they would have gladly replaced the jersey free of charge, or worked with RevZilla to get him a refund if that was his desired resolutionUnfortunately, since the customer did not contact them, they were not aware he had any issue.In regards to his product review, it is live on our site nowAll reviews are given a once over before going live to ensure there is no foul language or other inappropriate content that can be offensive to other customers*** *** filed his complaint before our team had a chance to approve his review. To conclude, *** *** simply needed to have a bit more patience and his issue could have been easily resolvedAlso, he would have seen his review go live prior to filing this complaint as wellSince the customer refuses to reach out to ***, we did so on his behalf* was sorry to hear about his issue and was happy to work with us to give him a refundTherefore, a refund of $has been issued to his original payment method and we now consider the matter resolved

In response to customer complaints:Additional Return Authorizations have been issued for orders *** (Wireless Temp Controller) and *** (heated insoles) Once the items are received at our Returns Facility, full refunds will be issued as he requested This should now resolve his issue and we consider this matter closed.We again respectfully request that he shop elsewhere moving forward, and refrain from contacting RevZilla via phone, email, chat or at our retail location

In Response to the Customer's Complaints:The customer first submitted a price match through our online interface on 6/13/16. The product was a [redacted] Power 3 Rear Tire in the size 180/[redacted]. Our price was $151.81 on this product. The customer stated that our competitor, Motorcycle...

Superstore, had the tire advertised for $125.00.  However, when our Price Match team went to the competitor's website, the price was advertised as $143.99. Being that the advertised price was lower than ours, we offered to match the price of $143.99. The customer then called our Customer Service Team to see why we approved a price match for a different price than what he submitted. The reason is because when he saw the price at motorcycle superstore, it was out of stock (which the customer clearly says this in his request). As listed in our Price Match Policy, "the product must be new and in stock in the same model, size, color and year (if applicable)." When the item came back in stock at the competitor, the price was advertised at $143.99, which we did offer to match. The customer declined that offer, and then asked if we would match a price at a local shop. He was told that we could if they have a website where they advertise (per our Price Match Policy, only advertised prices on available merchandise are matched).  The customer then proceeded to end the phone call.The customer then submitted another price match request on that same day (6/13/16) at 1:03PM ET.  In this request, the customer states "your [redacted] policy's suck I will make sure you never get any money from me or any of my friends, I have 6 bikes I needed tires for and you can go fk yourself hope your company fails your customer service suck I will be putting a Revdex.com complaint gg [redacted] you" and entered the item price as $666.00".  (Expletives edited with an asterisk). As the customer was being abusive, we decided not to respond to avoid escalating the situation any further.Several minutes later at 2:41PM ET, still on 6/13/16, the customer submitted two additional price match requests from a different email address that stated "in stock 130 stfu" and "128$ match that". He provided prices of $130 and $128 from the same competitor. Our price match team did research the competitor only to find it was a dealer located in the United Kingdom. Per our Price Match Policies, "we can only offer a Price Match against authorized US Dealers." We then cautioned against overseas purchases as the prices rarely include brokerage fees, duties and taxes that will be levied upon delivery. Any sizing, quality, arrived damaged or warranty issues that may come up will also fall on the purchaser to cover all shipping costs, both to and from. We also informed the customer that if he finds the same item advertised for less from an authorized US Dealer, to please submit a new Price Match Request and we will happily match it for him. After this response, we did not hear back from the customer for several days.On 6/20/16, the customer submitted a 5th price match request. The competitor the customer provided was BikeBandit.com and the product was a [redacted] Power rear tire in size 180/55-17 and the price the customer provided was $121.00.  However, the product that he wanted us to honor that price on was a [redacted] Power 3 rear tire in size 180/55-17. Per our Price Match policy, "the product must be new and in stock in the same model, size, color and year (if applicable)." Since the competitor's price was on a different model of tire, the price match was denied. The customer then called our customer service department and immediately asked to speak with a manager. After being transferred to a Customer Service Supervisor, the customer became aggressive during the call by using foul language, threatening to write negative reviews about RevZilla online, filing a Revdex.com complaint, writing letters to our Vice President and then hung up.As for his claim of false advertising, we do clearly state in our Price Match Policy that all price match requests are handled at the sole discretion of RevZilla.com. Additionally, the customer states that "they lost a customer that spends 1k$ plus a year on parts and tires from them on a yearly basis over 33$ not very smart on their part." After researching all of our admin systems for any orders related to the customer's name, address, phone number and email addresses, we determined that he has never placed any orders with us, so he has not purchased anything from RevZilla in the past. All of the representatives here at RevZilla were cordial and respectful to the customer both over the phone and via any email communications, even though he became abusive with our representatives in return. Both our Price Match Team, and our Customer Service Team did their due diligence to research all of the requests the customer submitted. While we could not match all of his price match requests, we did try to offer him what we could match but he declined our offers. We feel we tried to accommodate the customer's request the best we could. However, the customer was unwilling to work with us.For reference, here is a link to our Price Match Policy - http://www.[redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because Revzilla has made false statements about me and has challenged that I was simply not patient or understanding enough. They also made false/speculative statements with regards to how [redacted] would have handled the situation. Well, the truth is that I did reach out to [redacted] on this matter even though Revzilla states "the customer refuses to reach out to [redacted]." How did they come to the conclusion that I refuse to reach out to [redacted]? See attachment of the response from [redacted] and the warranty case number. Revzilla's response contains so many false statements and is placing the blame on the consumer. Both Revzilla and [redacted] were aware of the manufacture defects yet chose to defraud the consumer. Also, there was no indication that my review was not live. In fact, it was live before I filed a complaint with Revzilla. I only filed the Revdex.com complaint after I saw my review had been taken down and after I contacted [redacted]. To conclude, Revzilla simply needed to have better customer service and this issue could have been easily resolved. I did reach out to [redacted] and they were not sorry to hear about the issue nor did they give me a refund. In addition to the $49.99 refund that has been issued, I am requesting a written apologize from Revzilla recognizing that they knowingly and willfully made false and/or fraudulent statements about the consumer (me) in their response to the Revdex.com.Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
Jim Macaluso

In response to customer's complaints:We feel this customer's expectations of us are unrealistic. We feel we acted as expeditiously as possible, contrary to what the customer states. When the customer reached out to us via email on 10/10/2016 at 10:06AM, we responded in less than an hour at 10:52AM....

Later that day (10/10/2016) at 3:51PM, a Return Authorization with a free prepaid [redacted] Shipping label was emailed to the customer, as well as a separate follow up email from our Warranty Specialist, Eric. In this email, Eric did apologize for the condition of the gloves.  The customer did not respond to this email until 10/16/16. His email was as follows: "How long will this process take?  I dropped the gloves off with [redacted] about 5 days ago.  I'm not very happy that I've had to wait almost a week now for this.  I could have understood a long delay if I had the gloves for a few rides before the defect showed but in this case it was first use and only a couple of days after I received the order.  Honestly I have serious doubts about ordering from Revzilla again after this.  It doesn't matter to me if its a manufacturer defect or bad quality control at the time of shipment.  If it takes me more than a week to process an exchange then I will just have to just shop local where an exchange can be processed in adequate time."Our Warranty Specialist Eric was diligently watching the tracking number ([redacted]) of the label issued via email with our Return Authorization. However, no movement was observed. Eric then asked the customer if he had used the label we provided and the customer stated that he did and that he would reach out to the [redacted] Store to see what happened.  Following is the customer's email, in which you will see he did not make any requests of RevZilla to inquire on his behalf:From: [redacted], 10/17/2016 @ 11:11AM - "Yes I printed the rma form and shipping label directly from the order withing RevZilla.com. we are reaching out to the local [redacted] store right now.  We directly handed this package over to a [redacted] employee and will be contacting him to find why it hasn't been scanned in."This is the follow up we then received:From: [redacted] 10/17/2016 @ 01:59PM - "So I'm really ticked off at this whole situation now.  The [redacted] store never scanned the package and its been sitting in the customer pick up pile since 10/11 so 6 days.  I very much doubt I will be doing any business again with Revzilla after I get this exchanged.  It's showing up now and hopefully it will go out today."The customer clearly states in his email that the [redacted] Store never scanned the package and left it sitting in a pick up pile since 10/11/16.  Although it is unfortunate that the employees of the [redacted] store did not ship out the package earlier, we fail to see how RevZilla is at fault for the delay in the product being returned to us. The customer states in his complaint that he expected RevZilla to take ownership of the situation, but in his interactions with us, he stated that he would be proactively contacting [redacted] regarding his package.  Furthermore, he did not inform us which [redacted] location he had used to drop off his package. Without telling us this information, we were unable to reach out on his behalf. Lastly, we issue store credit for any defective product as an option to either replace the item with another, or to put towards a different option as every customer desires a different resolution.In conclusion, we have already issued a full refund of the original purchase price of the gloves, $89.99, to the customer's original payment method. Our staff members were very cordial and polite with [redacted] during each interaction despite not receiving the same in return. As mentioned above, Eric did apologize for the hassle with the gloves. As much as we would have preferred his gloves to arrive without a manufacturing defect, we feel we were quick to respond to each of the customer's inquiries and attempted to resolve his issue as quickly as possible. It is unfair of [redacted] to place blame on RevZilla for his local [redacted] store not sending out his package. RevZilla is in no way affiliated with independent [redacted] stores nor do we exercise any influence or control over their employees, policies and procedures. We did everything we could that was within our abilities and now see this matter as closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  Also, I would be more than happy to shop elsewhere.
Regards,
[redacted]

In response to the customer's complaints:The customer was provided a Return Authorization with a free prepaid shipping label. Upon receipt of the items, he will be refunded the full purchase price of the products, which was $404.96 USD, not the $463.95 the customer mentioned. This is due to items on...

the order that received a price match discount.This customer has been extremely abusive during interactions with our Customer Service representatives (screaming, using profanity, and communicating in an overall demeaning manner). For the safety and well-being of our employees, we respectfully request that he shop elsewhere moving forward, and refrain from contacting RevZilla via phone, email, chat or at our retail location.Once the items have been returned to us, we will issue a refund and consider this matter closed.

On 2/5/2015, after spending...

approximately three hours on our website (www.revzilla.com), the customer placed an order for a pair of [redacted] Vented Pants and a pair of Drayko Renegade Riding Jeans. The total amount of his order was $293.95, which included the shipping fee of $43.90 for USPS Express Mail International. The shipping cost is made clearly visible during the checkout process and the customer entered his payment information and confirmed the order after this information was displayed. The order was submitted at 3:47 AM (EST) and the customer was sent a confirmation email also at 3:47 AM (EST) and the contents of the e-mail are recorded below in the following attached files “Order[redacted]” and “Order[redacted]”.
The customer is correct in saying that our website does recognize where a website visitor is located based on their IP address. The banner specific to Canada IP addresses states “WHY REVZILLA?” and then follows with “FAST USPS EXPRESS SHIPPING” “NO ORDER MINIMUM” and “ELITE 10/10 CUSTOMER RATING”. It follows with another line underneath that reads “WELCOME! & BONJOUR! YES, WE DELIVER TO CANADA!” To the right of this text is a box that says “CLICK FOR DETAILS” (attachment “WHY REVZILLA”). By clicking anywhere on this banner, a pop up appears that shows the full International Policy (attachment “WHY REVZILLA POP UP”). Had the customer clicked on the banner, as the banner instructs the web visitor to do, he would have seen our international policy (which also clearly states that returns and the back and forth shipping are the responsibility of the customer). Additionally, the customer could also have clicked on the word “HELP” at the very top of the website, which would have taken him to our Customer Service home page where all of our policies are clearly labeled and visibly. Finally, the customer also could have hovered his computer mouse over the word “HELP”. Doing this results in a drop down menu appearing, which also has a link to the free shipping policy which explains that we do not ship to international locations for free. We are not false advertising, as our policies are clear and easy to find if someone wishes to look at them.
Regarding our shipping policy, RevZilla does in fact have a free shipping offer and it is stated on our website that all orders $39.99 and over qualify for free standard shipping to the contiguous 48 US states. A simple click on any of our free shipping banners on our website outlines the conditions for that offer.  Our International Shipping costs are determined by using the calculator provided by the United States Postal Service (http://ircalc.usps.com/).  All of our International Orders are shipped using Priority Mail Express International and the fee is based on the weight of the items ordered. If you go to the USPS site via the aforementioned link, enter “Manitoba (Canada)” as the destination (where the customer lives), enter a value of 250.05 (the value of the items being shipped), and select “Package” for the general shape of the item, and enter a weight of 7 pounds (3.5 pounds for the AGV Pants and 2 pounds for the Riding jeans and 1.5 pound for the packing material and box) you will get an online discounted shipping cost for Priority Mail Express International of $57.69. Even if you lower the weight to 4 pounds, the price still comes out to $46.96. We charged the customer significantly less than what it actually cost us to ship the package as it did in fact weigh 7 pounds.
According to the tracking information found on the Canada Post website (tracking number [redacted]) about the customers package, on 2/18/2015 at 2:13PM, the customer refused delivery of his order. Later that day the customer angrily called the office of RevZilla.com in Philadelphia, PA multiple times to complain that he had been “mislead” by our free shipping advertisement and that the duties being charged were too high (he states that the Canada Post wanted $50.00).  He further went on to state that he would refuse to pay the credit card bill and that the shipping fee and duties were too high. During both of his telephone calls to our office, two of our Customer Service Representatives attempted to explain our International Shipping Policy to the customer.  During the end of the second call the customer responded with “you will never get your money back and you can try to sue me if you want but good luck with that because I am in Canada.”
As of 2/27/2015, the package is still on the way back to RevZilla. Since the customer has not accepted the package that he has ordered, we know he has not paid any of the fees normally due under the Canadian Postal Imports Remission Order (ie, the duties, fees, or taxes that our international shipping policy mentions he was responsible for). At this point we have decided that we will issue a full refund to the customer for both the merchandise, as well as the shipping cost he paid.
With that said, we want to be clear that we are offering a full refund so that this issue can be resolved, not as an admittance that the customers claims are true in any fashion. In fact, we have clearly outlined that we are not falsely advertising in any capacity, and our policy on shipping costs to and from international locations is also very clear. RevZilla is an e-commerce company with a worldwide audience.  We ship packages around the world on a daily basis.  We consistently conduct business with a high level of transparency and efficiency and at no time do we intentionally or unintentionally mislead our customers.  We stand by our shipping costs to the customer and as a matter of fact, paid more to the US Postal Service than the customer paid for the shipping of his order to Canada.  All of our customer service information, as well as specific policies relating to Returns and International Shipping are easy to find and clearly identified throughout our website and ordering processing.