Roger's Connection

- I did receive a refund for the unfulfilled order; however, the process was instituted on my end through my credit card company. The general email notification to customers from [redacted]'s Connection came after the fact. Yes, I did get my money back.- That said, I'm still disappointed in how this was handled. I know that [redacted]'s Connection is a small company; they were kind enough to explain a medical situation involving one of their principals; and then they ignored two requests for an update on the status of my order. The absence of information was the cause for concern and the Revdex.com complaint. To my mind, that's not good customer service.- I'm pleased the medical situation has been resolved and that the company is back in operation; they make a wonderful product.Thanks,[redacted]

- I did receive a refund for the unfulfilled order; however, the process was instituted on my end through my credit card company. The general email notification to customers from [redacted]'s Connection came after the fact. Yes, I did get my money back.
- That said, I'm still disappointed in how this was handled. I know that [redacted]'s Connection is a small company; they were kind enough to explain a medical situation involving one of their principals; and then they ignored two requests for an update on the status of my order. The absence of information was the cause for concern and the Revdex.com complaint. To my mind, that's not good customer service.
- I'm pleased the medical situation has been resolved and that the company is back in operation; they make a wonderful product.
Thanks,
[redacted]

With regard to the specific complaint - yes, we see the order in our records from [redacted].  And as he noted, he received a message from us sometime after placing his order that there had been a medical problem that was causing delays.  This is correct.  In our small...

company, the principal also manufactures the product, and coordinates all aspects of company operation.  Unfortunately, he suffered a detached retina requiring emergency surgery consisting of a laser retina reattachment and a vitrectomy, where a gas bubble is introduced into the eye to help press the retina into the proper position for healing, and this procedure requires the patient to stay in a fixed face-down position for in this case two weeks, preventing any normal work from being executed.  With the realization that orders would be delayed, customers were informed of this medical situation and delay, and in the same e-mail, were given the option of either maintaining their order and taking late delivery, or canceling the order and obtaining a refund.  The company therefore performed in a fully responsible manner given the circumstances.  We also immediately contacted our credit card processing company, which was Square, to notify them of the situation, and that there would likely be a number of customers that would requested refunds to their cards by calling their card companies, instead of requesting a refund directly from our company.  We were also told by our card processor, that since the principle of the company was out of commission for a time, it was perfectly fine to have customers request a refund through their card companies.  In the email notification we sent to customers with pending orders describing the medical situation, we provided explicit instructions on how to obtain a refund if that was desired, instead of continuing the order.You have noted in your relaying of the complaint by [redacted] that he wrote that "I'd like my money back."  Well in fact he did follow our clear instructions on how to proceed with a refund if desired, and on 8/10/15 we received a notification from Square confirming the refund request, and asking if we wanted to accept the charge or contest it.  We of course immediately accepted it, and responded to Square to request that the customer's request be honored, and provide the refund.  Thus within a couple of days from that time, [redacted] received a full refund as requested, and as we had advised him was his option given the medical situation.I have attached a copy Square's acknowledgement of our desire to honor the credit back to [redacted].  The last four digits of his card as indicated in that communication are [redacted].  I have also attached our order information for [redacted]'s order, showing the last four digits of his card as [redacted], thus matching the refund e-mail.We should note that Roger's Connection is the name of the product, but that the website is operated by Cascades Northwest, LLC, and customers are advised of this by several means, including multiple notifications at the website, and that in fact their cards will be billed under this name.  That is why the Square e-mail indicates that company name.In conclusion, we performed in a fully responsible and communicative manner with all customers, including [redacted], with regard to the medical difficulties causing order delays, and offered to either continue the order on a delayed basis, or receive a refund.  We provided complete information on how to obtain the refund if desired.  When the refund was requested by [redacted] we confirmed with our card processor that we fully supported that request, and the refund was issued.  We understand that Mr. [redacted] may have been upset by the disruption of his order due to the medical circumstances, but we did in fact supply complete information to him and immediately accepted the refund when it was requested.We have a reputation of excellent customer service for the last 20 years.  If that had not been the case, then you would have received numerous complaints over that time period regarding rogersconnection.com, but that has not been the case.  There has been ONE complaint over the course of tens of thousands of orders.  And in this complaint where the customer wanted his money back, he did in fact follow our instructions and received a refund as soon as he requested it.It is therefore unfair and inappropriate that potential customers checking on our rating at the Revdex.com website under rogersconnection.com observe a C+ rating, when this is a wholly false picture of our almost perfect, we would say A+++ customer satisfaction.  Our files are full of endless glowing reports on our product and our service.  Given the information provided, I hope that you can correct this situation.Sincerely,[redacted]Customer ServiceRoger's Connection product offered by Cascades Northwest, LLC

With regard to the specific complaint - yes, we see the order in our records from [redacted].  And as he noted, he received a message from us sometime after placing his order that there had been a...

medical problem that was causing delays.  This is correct.  In our small company, the principal also manufactures the product, and coordinates all aspects of company operation.  Unfortunately, he suffered a detached retina requiring emergency surgery consisting of a laser retina reattachment and a vitrectomy, where a gas bubble is introduced into the eye to help press the retina into the proper position for healing, and this procedure requires the patient to stay in a fixed face-down position for in this case two weeks, preventing any normal work from being executed.  With the realization that orders would be delayed, customers were informed of this medical situation and delay, and in the same e-mail, were given the option of either maintaining their order and taking late delivery, or canceling the order and obtaining a refund.  The company therefore performed in a fully responsible manner given the circumstances.  We also immediately contacted our credit card processing company, which was Square, to notify them of the situation, and that there would likely be a number of customers that would requested refunds to their cards by calling their card companies, instead of requesting a refund directly from our company.  We were also told by our card processor, that since the principle of the company was out of commission for a time, it was perfectly fine to have customers request a refund through their card companies.  In the email notification we sent to customers with pending orders describing the medical situation, we provided explicit instructions on how to obtain a refund if that was desired, instead of continuing the order.
You have noted in your relaying of the complaint by [redacted] that he wrote that "I'd like my money back."  Well in fact he did follow our clear instructions on how to proceed with a refund if desired, and on 8/10/15 we received a notification from Square confirming the refund request, and asking if we wanted to accept the charge or contest it.  We of course immediately accepted it, and responded to Square to request that the customer's request be honored, and provide the refund.  Thus within a couple of days from that time, [redacted] received a full refund as requested, and as we had advised him was his option given the medical situation.
I have attached a copy Square's acknowledgement of our desire to honor the credit back to [redacted].  The last four digits of his card as indicated in that communication are [redacted].  I have also attached our order information for [redacted]'s order, showing the last four digits of his card as [redacted], thus matching the refund e-mail.
We should note that Roger's Connection is the name of the product, but that the website is operated by Cascades Northwest, LLC, and customers are advised of this by several means, including multiple notifications at the website, and that in fact their cards will be billed under this name.  That is why the Square e-mail indicates that company name.
In conclusion, we performed in a fully responsible and communicative manner with all customers, including [redacted], with regard to the medical difficulties causing order delays, and offered to either continue the order on a delayed basis, or receive a refund.  We provided complete information on how to obtain the refund if desired.  When the refund was requested by [redacted] we confirmed with our card processor that we fully supported that request, and the refund was issued.  We understand that Mr. [redacted] may have been upset by the disruption of his order due to the medical circumstances, but we did in fact supply complete information to him and immediately accepted the refund when it was requested.
We have a reputation of excellent customer service for the last 20 years.  If that had not been the case, then you would have received numerous complaints over that time period regarding rogersconnection.com, but that has not been the case.  There has been ONE complaint over the course of tens of thousands of orders.  And in this complaint where the customer wanted his money back, he did in fact follow our instructions and received a refund as soon as he requested it.
It is therefore unfair and inappropriate that potential customers checking on our rating at the Revdex.com website under rogersconnection.com observe a C+ rating, when this is a wholly false picture of our almost perfect, we would say A+++ customer satisfaction.  Our files are full of endless glowing reports on our product and our service.  Given the information provided, I hope that you can correct this situation.
Sincerely,
[redacted]Customer ServiceRoger's Connection product offered by Cascades Northwest, LLC

I found Roger's Connection online and bought a magnetic building toy for my child. I paid $50 for it by credit. I was super excited but haven't received anything. It's been over 2 weeks. They don't publish a phone number on their website but they have 2 emails. One is for [redacted] and the other is for Roger's Connection. Nobody responds to the emails. I looked up [redacted] in the state of CA, but that name does not exist. I called the 858 number on this page, but is out of service. It says that it's a sole proprietorship for [redacted] in San Diego, CA. Do you know the feeling when you promise something to your kid and they look to you ... but it NEVER arrives??? At least an email would be appreciated. Looks like a great toy, but it is a SCAM.