Rivanna Gear & Apparel

For the order in question, this was a Team order - basically, all, or most, team members were ordering multiple products each These products are custom decorated products that are produced in bulk Production of the products cannot begin until all of the team orders are submitted All orders were to have been turned in by 12/in order to get the products ordered and in process before the holidays when many of the vendors close or stop shipping at the end of the year (holidays, shutdowns, and inventory) The orders were not received at the required time Actually this specific order was one of the orders that was received late and contributed to the delay for the entire team The timing for the completion of the job was delayed for the reasons described above, plus some items were then out of stock for a short time at the beginning of January Per the order form provided to the team, delivery was expected to be weeks after receipt of the orders on 12/ Since the entire project was delayed until 1/due to the late arrival of the orders The completed orders were available for the team coach on 2/and picked up by the coach the morning of 2/ To our knowledge, the customer has the product and we have not received any other request for action from the customer or the team The last I spoke to the coach was today and no issues were presented From what we know at this point, the customer has the product and has not requested to return it

Revdex.com:
I have reviewed the offer 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

In December, 2013, we contacted [redacted] regarding custom wristbands for one of our customers.  
The first stage of these discussions required the development and approval of custom artwork.   Per [redacted]’ terms of sale as defined in emails at the...

time of their quotation, production of the wristbands would not begin until they received payment in full in advance.
[redacted] provided the design for approval.   We agreed to the design and began working with our end customer for their final decision on the proposed design.
While we were still working with our customer to finalize their decision on the proposed design and prior to any payments to [redacted], [redacted] proceeded with the production on the wristbands – against their own policy and stated terms of sale.  It would appear that this was an effort to complete an end of year sale
at the expense of their stated terms of sale.
In January, [redacted] began making claims of penalty charges for late payment.   This was for product that they had not yet shipped and we had not yet released for production since we had not yet fulfilled [redacted]’ requirement for payment in full before production.  
In January when we and our customer were ready to proceed with this project, we made payment in full for the wristbands.   The customer service person that we worked with originally stated that the price now included the agreed upon price for the wristbands and penalty charges.    We disagreed and, after review, the customer service representative stated that the penalty charges were an error and proceeded to process our payment based on the originally quoted price.   
After reviewing our credit card statement, we found that [redacted] had processed two separate transactions.   One for the original agreed upon amount and a second for “additional charges”.   We again contacted [redacted]’ customer service team regarding the second charge.   They reviewed this and advised
that the order processing and extra charge had been handled incorrectly.  They stated that the “additional charges” should not have been billed and a credit would be returned to our credit card.   We monitored our credit card statement for some time and the promised credit was never applied.   At that point, we contacted our credit card company.
The credit card company reversed the charges for the “extra charges”.   (Note:  this was the only transaction disputed and reversed by the credit card company at that time.   The transaction for the original purchase price of the wristbands was never disputed and has not been reversed.)  
 
The credit card company reviewed the case and determined that the second charge may be a fraudulent use of our credit card.   The case was then turned over to the credit card company’s Fraud Department for follow up.   They eventually determined that the charges were fraudulent.
At about the same time, [redacted] processed another charge on our credit card.   The credit card processing company’s Fraud Department determined that the third transaction was also a fraudulent charge and closed our account so that additional charges could not be processed.
We were then contacted by a collections company that had been hired by [redacted].  [redacted] was again trying to collect the full amount for the product that had already been paid, plus the “additional charges” that they were claiming.   We discussed the details of this situation with the collections company  and we never heard back from them on this claim. 
A few weeks ago, we were then contacted by the same collections company for a second claim that covered only the “additional charges”.    We provided details on the history of the transactions with [redacted] and provided copies of [redacted] original proposal and terms of sale, the findings from the credit card processing company’s Fraud Department, and made them aware of their own investigation from the original claim.   This seemed to satisfy them and we have not heard back from them.
About a week ago, [redacted] contacted us directly – claiming that we still owed for the product.   We briefly reviewed the details with the person who called and then were passed on to a manager.  We started to describe the findings from both the credit card processing company’s Fraud Department and their own collections company.   The manager yelled to someone on their end “this guy isn’t going to pay – hammer him”.   He then hung up the phone.   It would appear that one step in
the “hammer him” statement is this claim made to the Revdex.com.
We sent an email to the two managers that we had as contacts.   We again clarified which credit card transactions had been processed and which had been disputed.   We reaffirmed that the product had been paid for in full.  
Today we received an email stating that [redacted] was no longer dealing with this matter and that they were pursuing a third claim though a collections company.  
At this point, we have documented the details of these transactions multiple times.   We have paid for the product in full (over 3 months ago).    Three clams by [redacted] though both the credit card processing company and their own collections company have all determined that the “additional charges” are fraudulent.   If this issue continues, we will have little recourse other than taking action ourselves against [redacted].

For the order in question, this was a Team order - basically, all, or most, team members were ordering multiple products each.   These products are custom decorated products that are produced in bulk.   Production of the products cannot begin until all of the team orders...

are submitted.
All orders were to have been turned in by 12/19 in order to get the products ordered and in process before the holidays when many of the vendors close or stop shipping at the end of the year (holidays, shutdowns, and inventory).   The orders were not received at the required time.   Actually this specific order was one of the orders that was received late and contributed to the delay for the entire team.    The timing for the completion of the job was delayed for the reasons described above, plus some items were then out of stock for a short time at the beginning of January.   
Per the order form provided to the team, delivery was expected to be 3 weeks after receipt of the orders on 12/19.    Since the entire project was delayed until 1/6 due to the late arrival of the orders.   The completed orders were available for the team coach on 2/10 and picked up by the coach the morning of 2/11.    To our knowledge, the customer has the product and we have not received any other request for action from the customer or the team.   The last I spoke to the coach was today and no issues were presented.  
From what we know at this point, the customer has the product and has not requested to return it.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I would like a refund as the goggles are defective.
Regards,
[redacted]

When the goggles were purchased, the customer indicatd that they were looking for a different brand product.   I recommended the goggle that was purchased since we have had excellent experience with the goggle from all types of swimmers and coaches.   I offered to do a sizing and...

test of the goggle before it was purchased - the customer declined.  We always recommed to do a sizing if the customer isn't familiar with the speicific product.When the product was returned, there was no phyical indication of any manufacturing issue with the product.  I asked where the goggle supposedly leaked and was told - "everywhere".   The goggle has an adjustable nose piece to fit different faces - they had not attempted to do these adjustments.   I offered again to do the sizing, but the customer refused.    After inspection of the goggle, the inner surface of both lenses were smeared with some sort of material or scratched.   The daughter suggested that it was makeup.   I advised the customer that I could not accept the product back in the condition that it was.   I also offered that if they wanted a different goggle, I would discount a different pair of goggles since she was unhappy with the original.   The daughter declined and said that she didn't want any of the goggles.At that point, the customer left the store.

Review: RGA sent us an order for the lanyards, we produced the lanyard and delivered it on time .

We made the order as per the approved proof the quality is grate .

After receiving the products they charged us back. This company is fraud and like to keep the products for free . Desired Settlement: please pay the due asap

Business

Response:

In December, 2013, we contacted [redacted] regarding custom wristbands for one of our customers.

The first stage of these discussions required the development and approval of custom artwork. Per [redacted]’ terms of sale as defined in emails at the time of their quotation, production of the wristbands would not begin until they received payment in full in advance.

[redacted] provided the design for approval. We agreed to the design and began working with our end customer for their final decision on the proposed design.

While we were still working with our customer to finalize their decision on the proposed design and prior to any payments to [redacted] proceeded with the production on the wristbands – against their own policy and stated terms of sale. It would appear that this was an effort to complete an end of year sale

at the expense of their stated terms of sale.

In January, [redacted] began making claims of penalty charges for late payment. This was for product that they had not yet shipped and we had not yet released for production since we had not yet fulfilled [redacted]’ requirement for payment in full before production.

In January when we and our customer were ready to proceed with this project, we made payment in full for the wristbands. The customer service person that we worked with originally stated that the price now included the agreed upon price for the wristbands and penalty charges. We disagreed and, after review, the customer service representative stated that the penalty charges were an error and proceeded to process our payment based on the originally quoted price.

After reviewing our credit card statement, we found that [redacted] had processed two separate transactions. One for the original agreed upon amount and a second for “additional charges”. We again contacted [redacted]’ customer service team regarding the second charge. They reviewed this and advised

that the order processing and extra charge had been handled incorrectly. They stated that the “additional charges” should not have been billed and a credit would be returned to our credit card. We monitored our credit card statement for some time and the promised credit was never applied. At that point, we contacted our credit card company.

The credit card company reversed the charges for the “extra charges”. (Note: this was the only transaction disputed and reversed by the credit card company at that time. The transaction for the original purchase price of the wristbands was never disputed and has not been reversed.)

The credit card company reviewed the case and determined that the second charge may be a fraudulent use of our credit card. The case was then turned over to the credit card company’s Fraud Department for follow up. They eventually determined that the charges were fraudulent.

At about the same time, [redacted] processed another charge on our credit card. The credit card processing company’s Fraud Department determined that the third transaction was also a fraudulent charge and closed our account so that additional charges could not be processed.

We were then contacted by a collections company that had been hired by [redacted] was again trying to collect the full amount for the product that had already been paid, plus the “additional charges” that they were claiming. We discussed the details of this situation with the collections company and we never heard back from them on this claim.

A few weeks ago, we were then contacted by the same collections company for a second claim that covered only the “additional charges”. We provided details on the history of the transactions with [redacted] and provided copies of [redacted] original proposal and terms of sale, the findings from the credit card processing company’s Fraud Department, and made them aware of their own investigation from the original claim. This seemed to satisfy them and we have not heard back from them.

About a week ago, [redacted] contacted us directly – claiming that we still owed for the product. We briefly reviewed the details with the person who called and then were passed on to a manager. We started to describe the findings from both the credit card processing company’s Fraud Department and their own collections company. The manager yelled to someone on their end “this guy isn’t going to pay – hammer him”. He then hung up the phone. It would appear that one step in

the “hammer him” statement is this claim made to the Revdex.com.

We sent an email to the two managers that we had as contacts. We again clarified which credit card transactions had been processed and which had been disputed. We reaffirmed that the product had been paid for in full.

Today we received an email stating that [redacted] was no longer dealing with this matter and that they were pursuing a third claim though a collections company.

At this point, we have documented the details of these transactions multiple times. We have paid for the product in full (over 3 months ago). Three clams by [redacted] though both the credit card processing company and their own collections company have all determined that the “additional charges” are fraudulent. If this issue continues, we will have little recourse other than taking action ourselves against [redacted].

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I placed an order with them on 12/23/2012. Items were supposed to be delivered in approximately 2 weeks. The items ordered were for my son's school swim team. Now almost 2 months later, the swim season is over, my check was cashed in December, and no products but lots of excuses why we don't have them.Desired Settlement: I want my money back. I don't even want the [redacted] things now. I will order from a more reputable company. At this point the season is over and who even knows if these items will fit him for next year's swim season.

Business

Response:

For the order in question, this was a Team order - basically, all, or most, team members were ordering multiple products each. These products are custom decorated products that are produced in bulk. Production of the products cannot begin until all of the team orders are submitted.

All orders were to have been turned in by 12/19 in order to get the products ordered and in process before the holidays when many of the vendors close or stop shipping at the end of the year (holidays, shutdowns, and inventory). The orders were not received at the required time. Actually this specific order was one of the orders that was received late and contributed to the delay for the entire team. The timing for the completion of the job was delayed for the reasons described above, plus some items were then out of stock for a short time at the beginning of January.

Per the order form provided to the team, delivery was expected to be 3 weeks after receipt of the orders on 12/19. Since the entire project was delayed until 1/6 due to the late arrival of the orders. The completed orders were available for the team coach on 2/10 and picked up by the coach the morning of 2/11. To our knowledge, the customer has the product and we have not received any other request for action from the customer or the team. The last I spoke to the coach was today and no issues were presented.

From what we know at this point, the customer has the product and has not requested to return it.

Review: I purchased a pair of goggle (racing [redacted]) for my child on 06-17-15 for $15.78

The goggles were the same size my daughter wear from other brands. So it was not a sizing issue.

My daughter used the goggle same day in the pm for about 5 - 10 minutes.

Goggles were malfunctioning, did not stay in place (did not create suction around eyes so water was getting into her eyes).

So she was not able to use them.

I returned to the store on 06-18-15 to return goggles and for a refund as goggles were malfunctioning and not doing the jobs they were supposed to.

The store owner said these are the best goggles there are and that he sells 400 of them a year and that customers have never complaint about them. When I mentioned that the goggles maybe had a flaw from manufactured. Then he offered me another pay of the same goggles for a discounted price (I still would have to pay for another pair but no refund). Which I said no. He also indicated that the goggles were already used so he could not take them back so no refund was issued.

Well... the goggles had to be used that is how I know they did not worked.

.

Business

Response:

When the goggles were purchased, the customer indicatd that they were looking for a different brand product. I recommended the goggle that was purchased since we have had excellent experience with the goggle from all types of swimmers and coaches. I offered to do a sizing and test of the goggle before it was purchased - the customer declined. We always recommed to do a sizing if the customer isn't familiar with the speicific product.When the product was returned, there was no phyical indication of any manufacturing issue with the product. I asked where the goggle supposedly leaked and was told - "everywhere". The goggle has an adjustable nose piece to fit different faces - they had not attempted to do these adjustments. I offered again to do the sizing, but the customer refused. After inspection of the goggle, the inner surface of both lenses were smeared with some sort of material or scratched. The daughter suggested that it was makeup. I advised the customer that I could not accept the product back in the condition that it was. I also offered that if they wanted a different goggle, I would discount a different pair of goggles since she was unhappy with the original. The daughter declined and said that she didn't want any of the goggles.At that point, the customer left the store.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

I would like a refund as the goggles are defective.

Regards,