Dear *** ***,We got extremely far behind during the holidaysI have looked through all our orders that have yet to be entered and found your replacement requestI have entered order *** and I will release it next week to shipI will put your email address on the order so that you
receive the UPS tracking for your knivesOnce again we apologize for the delay.Best regards,*** ***
Complaint: ***
I am rejecting this response because:
good morning I.m writing to you to let you knowI have not recived the replacement part to my ready grill I had bought from roncoas *** had said in her email that it was being shipped right awayand I took her word on thathere it is july,5th/and I still do not have the replacement part as promisesI do not understand why, I,m still having to waite and *** *** did say last month she will have the replacement part shipped it,s not like they do not have my addressby the time they shipped the replacement part my warrenty will have run outplease all I want is to be able to use the product I have bought from roncoand I can as I,m still waiting on the partI,ll be waiting on your reply on this thank you
your,s truly *** ***
Regards,
*** ***
Hello *** ***,I pulled your phone order and would like to apologize for the representativeThey should take your answer without arguing with youI have sent an email to the head of company that we use to receive the phone order and he assures me that he will have their compliance
manager speak with the representative.The order you placed on the phone 1/24/was from a 3rd party that has no access to the shipping informationThe automated upload to our system was 1/26/The delay was because the 24th was a Saturday and we do not do uploads on SundayAfter the upload to our order system your order will then be uploaded to another 3rd party distribution warehouse for shippingThis was on the same Monday, January 26thThe distribution warehouse entered your order into their system and gave your order a tracking number on January 27thI cannot tell you exactly what happened from the January 27th to February 6th but I have a real good idea and it was not intentional slowing of your orderYour order was placed in the back of a large trailer and waited for the trailer to be filledOnce the trailer is filled it is picked up by FedEx and taken to FedEx distribution center and scanned showing that they have possessionThat is why we tell people this can take anywhere from to business daysThe tracking shows all these dates and the order was received at the post office on February 11th and delivered to you on February 12thNo one intentionally delayed your order for any reason.I will issue a refund for 1/the shipping for your inconvenienceThe total refund will be $The breakdown of your order is as follows:set piece Six Star Knives $set free Steak Knives $ 0.00Shipping & Handling $21.70Tax $ 5.09Total $66.78Best Regards,*** *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf they do not follow through I wish to refile the complaint They have also spelled my address wrongl
Regards, *** ***
Hello *** ***,I apologize that you have not received your checkI gave it to the accounting department when I said I didThey have been busy working on reports for the end of the first quarter for this year and taxesYour check was mailed on April 17, check number***You should receive it soon.Best regards,*** ***Ronco Holdings, Inc.*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Hello Ms***,
You are absolutely correct it is not your fault that we were closedWe do make exceptions for occasions such as yoursWe cannot know how many times a customer will use a product which is why it is by the year not by the amount of time you used it. I looked up your
order and you purchased a Red EZ Store RotisserieI will send this out to you next week after the Thanksgiving HolidayWe will be closed for the Holiday weekend.Best regards,
*** ***
Ronco Holdings, Inc*** *** ***
Dear Ms***, Ronco sincerely apologizes for the errors that were made taking care of your warrantyI cannot say why it took from August 24th until October 27th to return your callAny reason at this point would be speculationWe apologize for the
delay of this response***, who took your call, did exactly what we do for any warranty on our rotisseriesShe asked questions to make sure we fix the problem correctly the first time, if possibleI know these questions may seem annoying but they are necessaryOur system has several options to enter an order and *** picked the one to have the product paid in full instead of just the shippingWe warranty the part replacement not the shippingShe intended to initiate the full refund, including the shipping on December 12th but this requires and extra step that she failed to completeIt was an honest mistake*** was out of the office on business the week of December 5th through December 8thThis is why you were called on December 12th*** made an honest mistake entering your order and apologized with her explanation to you when she called you on December 21stWe immediately issued the full refund to your credit card, which is why your chargeback was deniedWe try to not make these types of errors but sometimes they slip through and we strive to correct them as soon as we canOnce again we apologize for the inconvenience and errors that were made handling your warranty Best regards, *** *** Ronco Customer Care Director
Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Wanted to let you known that Ronco sent the replacement shields that I requestedThank you for all you have done to get this problem settled.
*** ***
Regards,
*** ***
Dear Mr***, You are absolutely correctIf we tell you we will warranty it, we willYou called the customer service on September 17th and we called you back on September 28thWe were shocked that our customer service told you that there would be a full warranty
on your purchase from a yard saleThe reason we wanted the name was to make sure that the error was not repeatedWe fulfilled your warranty for the heat shield the way we do all of our warranties; we send you the missing part (heat shield) and you pay for the shipping and handlingWe do not warranty the shipping only the partYour heat shield was ordered on September 29th and was shipped on September 30thThe UPS tracking number is ***and is scheduled to arrive tomorrow October 6thBest regards, *** *** Customer Care Director
Hello *** ***,Orders have a window of one hour to be cancelledIf the order has a disposition of "Awaiting shipment", customer service cannot cancel the orderThe order is shipped from a 3rd party distribution warehouseThere is nothing we can do about cancelling an order with this dispositionYes, all you have to do is "drop off" the package and tell the clerk you are refusing the packageThe customer service representative should have told you to take the package to United States Postal ServiceThe only stipulation is that it must not be opened.Normally, we would not refund your shipping costI have spoken with accounting and we will send you a check for the shipping costPlease send me the receipt for the shipping cost of the product and we will have accounting issue a check.Your refund was initiated on March 11th it was processed through our system on March 18th and acceptedYour credit card company has to process the refund from thereThe entire process takes time; it is not instantaneous.Best regards,*** *** *** *** ***
Hello Mr***, We would like to apologize for the lack of response to your defective rotisserieThere were a couple of internal communication issues concerning your phone calls that did not get your concerns addressed
I have addressed these issues with our personnel in hopes this will not happen againI have asked one of our customer care specialist to contact you today and explain what we can do for you about the rotisserieWe are out of stock of the model you purchasedThey are expected in the spring and we can replace it when they arriveWe could also offer a different rotisserie if you would likeIf neither of these options are not acceptable I will be happy to issue your refundI await your responseBest regards, *** *** Customer Care Director Ronco Holdings, Inc
Dear Mr***, We are sorry to hear you did not like your Pasta MakerPasta can be variable, if the dough is too sticky you have to add more flour and if it is to dry you need to add more liquidWe do not know why the credit card would not process through our system and even consulted
the accounting department to make sure customer service was putting in the information correctlyThe person you spoke with did turn you check request into the accounting departmentShe entered the notes into your order for the check request January 27th and informed you that the process could take to weeksThe week time would be the end of MarchI have attached a copy of your check which was put in the mail this afternoonBest regards, *** *** Ronco Holdings, IncCustomer Care Director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please see attached receipt for the shipping costI will follow up on here once a refund is receivedI would have understood if it was explained to me up front that it couldn't be cancelledThe fact that they said I had to wait to cancel and that it was on backorder was the confusing part
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, *** ***
Dear Mr***,
Yes, the shipping error was our fault and we will be happy to send you the Large Multi-purpose basket for your Model RotisserieI have entered the replacement order SORwith your email address on the orderYou should receive and email when it shipsIt
was not shipped expedited since we are in Texas as well you should receive in one or two days at the mostPlease keep the rib basket for your inconvenience.Best regards,
*** ***
Ronco Holdings, IncCustomer Care Director
Dear *** ***,We got extremely far behind during the holidaysI have looked through all our orders that have yet to be entered and found your replacement requestI have entered order *** and I will release it next week to shipI will put your email address on the order so that you
receive the UPS tracking for your knivesOnce again we apologize for the delay.Best regards,*** ***
Complaint: ***
I am rejecting this response because:
good morning I.m writing to you to let you knowI have not recived the replacement part to my ready grill I had bought from roncoas *** had said in her email that it was being shipped right awayand I took her word on thathere it is july,5th/and I still do not have the replacement part as promisesI do not understand why, I,m still having to waite and *** *** did say last month she will have the replacement part shipped it,s not like they do not have my addressby the time they shipped the replacement part my warrenty will have run outplease all I want is to be able to use the product I have bought from roncoand I can as I,m still waiting on the partI,ll be waiting on your reply on this thank you
your,s truly *** ***
Regards,
*** ***
Hello *** ***,I pulled your phone order and would like to apologize for the representativeThey should take your answer without arguing with youI have sent an email to the head of company that we use to receive the phone order and he assures me that he will have their compliance
manager speak with the representative.The order you placed on the phone 1/24/was from a 3rd party that has no access to the shipping informationThe automated upload to our system was 1/26/The delay was because the 24th was a Saturday and we do not do uploads on SundayAfter the upload to our order system your order will then be uploaded to another 3rd party distribution warehouse for shippingThis was on the same Monday, January 26thThe distribution warehouse entered your order into their system and gave your order a tracking number on January 27thI cannot tell you exactly what happened from the January 27th to February 6th but I have a real good idea and it was not intentional slowing of your orderYour order was placed in the back of a large trailer and waited for the trailer to be filledOnce the trailer is filled it is picked up by FedEx and taken to FedEx distribution center and scanned showing that they have possessionThat is why we tell people this can take anywhere from to business daysThe tracking shows all these dates and the order was received at the post office on February 11th and delivered to you on February 12thNo one intentionally delayed your order for any reason.I will issue a refund for 1/the shipping for your inconvenienceThe total refund will be $The breakdown of your order is as follows:set piece Six Star Knives $set free Steak Knives $ 0.00Shipping & Handling $21.70Tax $ 5.09Total $66.78Best Regards,*** *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf they do not follow through I wish to refile the complaint They have also spelled my address wrongl
Regards, *** ***
Hello *** ***,I apologize that you have not received your checkI gave it to the accounting department when I said I didThey have been busy working on reports for the end of the first quarter for this year and taxesYour check was mailed on April 17, check number***You should receive it soon.Best regards,*** ***Ronco Holdings, Inc.*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Hello Ms***,
You are absolutely correct it is not your fault that we were closedWe do make exceptions for occasions such as yoursWe cannot know how many times a customer will use a product which is why it is by the year not by the amount of time you used it. I looked up your
order and you purchased a Red EZ Store RotisserieI will send this out to you next week after the Thanksgiving HolidayWe will be closed for the Holiday weekend.Best regards,
*** ***
Ronco Holdings, Inc*** *** ***
Hello ***, I have not received the refund from Ronco Holdings; therefore, I would like to reopen this complaint Thanks so much, *** ***
Dear Ms***, Ronco sincerely apologizes for the errors that were made taking care of your warrantyI cannot say why it took from August 24th until October 27th to return your callAny reason at this point would be speculationWe apologize for the
delay of this response***, who took your call, did exactly what we do for any warranty on our rotisseriesShe asked questions to make sure we fix the problem correctly the first time, if possibleI know these questions may seem annoying but they are necessaryOur system has several options to enter an order and *** picked the one to have the product paid in full instead of just the shippingWe warranty the part replacement not the shippingShe intended to initiate the full refund, including the shipping on December 12th but this requires and extra step that she failed to completeIt was an honest mistake*** was out of the office on business the week of December 5th through December 8thThis is why you were called on December 12th*** made an honest mistake entering your order and apologized with her explanation to you when she called you on December 21stWe immediately issued the full refund to your credit card, which is why your chargeback was deniedWe try to not make these types of errors but sometimes they slip through and we strive to correct them as soon as we canOnce again we apologize for the inconvenience and errors that were made handling your warranty Best regards, *** *** Ronco Customer Care Director
Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Wanted to let you known that Ronco sent the replacement shields that I requestedThank you for all you have done to get this problem settled.
*** ***
Regards,
*** ***
Dear Mr***, You are absolutely correctIf we tell you we will warranty it, we willYou called the customer service on September 17th and we called you back on September 28thWe were shocked that our customer service told you that there would be a full warranty
on your purchase from a yard saleThe reason we wanted the name was to make sure that the error was not repeatedWe fulfilled your warranty for the heat shield the way we do all of our warranties; we send you the missing part (heat shield) and you pay for the shipping and handlingWe do not warranty the shipping only the partYour heat shield was ordered on September 29th and was shipped on September 30thThe UPS tracking number is ***and is scheduled to arrive tomorrow October 6thBest regards, *** *** Customer Care Director
Hello *** ***,Orders have a window of one hour to be cancelledIf the order has a disposition of "Awaiting shipment", customer service cannot cancel the orderThe order is shipped from a 3rd party distribution warehouseThere is nothing we can do about cancelling an order with this dispositionYes, all you have to do is "drop off" the package and tell the clerk you are refusing the packageThe customer service representative should have told you to take the package to United States Postal ServiceThe only stipulation is that it must not be opened.Normally, we would not refund your shipping costI have spoken with accounting and we will send you a check for the shipping costPlease send me the receipt for the shipping cost of the product and we will have accounting issue a check.Your refund was initiated on March 11th it was processed through our system on March 18th and acceptedYour credit card company has to process the refund from thereThe entire process takes time; it is not instantaneous.Best regards,*** *** *** *** ***
Hello Mr***, We would like to apologize for the lack of response to your defective rotisserieThere were a couple of internal communication issues concerning your phone calls that did not get your concerns addressed
I have addressed these issues with our personnel in hopes this will not happen againI have asked one of our customer care specialist to contact you today and explain what we can do for you about the rotisserieWe are out of stock of the model you purchasedThey are expected in the spring and we can replace it when they arriveWe could also offer a different rotisserie if you would likeIf neither of these options are not acceptable I will be happy to issue your refundI await your responseBest regards, *** *** Customer Care Director Ronco Holdings, Inc
Dear Mr***, We are sorry to hear you did not like your Pasta MakerPasta can be variable, if the dough is too sticky you have to add more flour and if it is to dry you need to add more liquidWe do not know why the credit card would not process through our system and even consulted
the accounting department to make sure customer service was putting in the information correctlyThe person you spoke with did turn you check request into the accounting departmentShe entered the notes into your order for the check request January 27th and informed you that the process could take to weeksThe week time would be the end of MarchI have attached a copy of your check which was put in the mail this afternoonBest regards, *** *** Ronco Holdings, IncCustomer Care Director
I did not receive reimbursement as yet as retailer claims I was just told it is being processed I am still waiting since 7/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Please see attached receipt for the shipping costI will follow up on here once a refund is receivedI would have understood if it was explained to me up front that it couldn't be cancelledThe fact that they said I had to wait to cancel and that it was on backorder was the confusing part
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, *** ***
Dear Mr***,
Yes, the shipping error was our fault and we will be happy to send you the Large Multi-purpose basket for your Model RotisserieI have entered the replacement order SORwith your email address on the orderYou should receive and email when it shipsIt
was not shipped expedited since we are in Texas as well you should receive in one or two days at the mostPlease keep the rib basket for your inconvenience.Best regards,
*** ***
Ronco Holdings, IncCustomer Care Director