Complaint: ***
I am rejecting this response because: I have not heard from the company againI was informed the knives would ship this week and I would get an email with tracking informationI have not gotten that email and have to assume the knives were not sent
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 meI am waiting to receive my refund it has been week already and I still haven't received a refund yet
Regards, *** ***
Hello Mr***, I have reached out to you through our support ticket system and clarified that you need a single timer knobI have sent this to the warehouse for them to ship UPSI gave them your email address so that you
would receive an email when it shipsWe apologize for the delay in our responsesYour request was put under a regular order not under a warranty itemWe are currently behind on orders due to lack of inventoryBest regards, *** *** Ronco Holdings, Inc Customer Care Director
Hello *** ***,I would like to apologize that your callback was not made by the resolution teamWe have been in the process of reorganization and some of the escalated calls have fell through the cracksWe are trying to close them as quickly as we can.Your father's refund should
be for the full amount of his order since you had requested to cancel the orderI am sorry that we were unable to cancel the orderThe orders are sent from a distribution warehouse and once they have a tracking number we cannot cancel the orderYou should have been able to refuse the orderI am not sure why some of our customers are able to refuse and others like you are not able to refuse a shipmentThe only stipulation I am aware of is that the package has to be unopened to refuse delivery.I will issue a full refund today in anticipation of your return.Best regards,*** *** *** *** ***
Dear Mr***,
Please accept this communication as our formal response to your allegations of deceitful and unethical sales practicesThe website for the Ronco piece Six Star Knives is clear and precise in the offerWe deny any claim that you have been misledWe advertise
sets of knives for the price of set with the requirement as specified with an asterisk after the word Free on the banner attached to the picture of the sets in the optional blocksWhen you scroll down the page you will find the asterisk which gives you the exact cost for shippingYou chose the payment planWith this plan you pay for the shipping on the first payment along with the first payment for the knivesYour first payment total was $56.73. Approximately days later the next payment was for $and days after that was the final payment of $for a total of $If you were charged more than $for your entire order please submit proof of the charges from your bank or credit card statementWe will investigate and issue a refund for the difference between the approved order amount of $and the total chargedI have attached pdfs of our website to explain the charges and entered order SORto replace the set of knives that has rustBest regards,
*** ***
Ronco Holdings, Inc Customer Care DirectorTell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe will have to agree to disagree on whether the delay was intentional as I steadfastly believe it was
Regards, *** ***
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have not yet received the scissors however I did receive an email from Ronco stating they are coming and an apology as they switch their computer softwareAs long as they do arrive I am happy and will continue to support the productsI hope for a more smooth transaction in the future! Thank you!
Regards,
*** ***
Hello *** and *** ***,I apologize that your warranty was not taken care of in a timely mannerI would also like to apologize for not taking care of your complaint when it arrived last weekI thought I had addressed all issues and marked your file as done when I had not taken care
of the issue. We have had many changes within the customer care department since the first of the year and I failed to communicate to the representatives that we were out of stock of the spit rod assembly.Late last week, June 5th, we found some spit rod assemblies in our warehouse and I had one shipped to you along with a couple of accessoriesI hope you will accept them for your inconvenienceI will also issue a 50% discount for the stress you have had dealing with RoncoI hope this will meet with your approval
Good Afternoon,
I have attached all the necessary documentation to convey the resolution of this complaint is in the customer hands.
On 2/12/an order for the knife bogo and slot block was placed via our website. On 2/14/the order was shipped from our facility in Nevada. On 2/17/the customer called to say she had cancelled her order and the money was taken from her account. I was unable to find any record of the first noted call. The call on 2/17/was documented by our call center. The customer also request a call back from a supervisor. On 2/18/our call center supervisor returned the customer's call to left a message informing the customer to refuse the package. According to *** tracking the package was delivered to the customer on 2/20/14.
On 2/24/the customer call our call center again about her package. She was informed the package was to be refused or she must return the package. The customer hung up on the call center. To date the package has not been returned to our facility.
On 2/25/we received the Revdex.com complaint. On 3/5/I emailed the customer informing her that we would need the products return in order to provide a credit. I received no response. On 3/6/I tried the customer again. She did reply stating that she never received the orderI responded requesting she sign the attached non-receipt affidavit legally stating she did not receive her orderShe replied with an unsigned attachment. I replied asking that she sign the attachment and resend.
I have yet to receive the signed non-receipt affidavit. We would be happy to provide the refund once the document has been signed
Sincerely,
*** * ***
Hello Ms***,
Our website ordering process follows commercially reasonable standards in the way a customer acts to place an order for Ronco CutleryAttached is a screen shot of the landing page where orders are placedYou will note that before the customer clicks the “Place My Order”
link at the bottom, they are fully aware that the credit card information has been provided by them and will be used to pay for the orderHowever, we have a very accommodating return policy and have already authorized a refund to your credit card.Best regards,
*** ***
Customer Care Manager
Hello Ms. [redacted],
I have looked up your information and we received your knives that needed to be replaced in our Customer Care department on March 29, 2016. When we receive replacement requests with a check we hold the orders for 2 weeks to allow the check to clear. Your order was...
released to ship April 13, 2016. The Lifetime Warranty states that we will replace the damaged knives for the shipping and handling fee of $3.00. It does not state the knives will match the exact style you originally purchased. We reserve the right to change manufactures and change the style of the knives at any time. Normally a full set of replacement knives would cost $21.70 for the shipping & handling. In your case we would have deducted the amount of $6.00 that you had paid and you would pay the remainder shipping of $15.70 to receive a new set of knives. We did make errors in shipping the correct knives you originally sent to us. All the other knives were pulled by our warehouse and sent as directed. The issue was that they did not match your set. Each time we shipped within a few days and made an effort to make it right by offering a refund, no charge replacements and a Ronco Rocker for your inconvenience. The last time your replacements were shipped customer care went to the warehouse and went through the knives to match your picture. I show your order was delivered to your office dock on September 9, 2016. If you send in knives in the future, the style may not match your existing set.Best regards,
[redacted]
Ronco Holdings, Inc.
Customer Care Director
Hello Mr. [redacted], I apologize for the delay of my response. I have reviewed the audio of your call. The representative told you several times that the free Ronco Rocker was not available through the call center only through the website, that the offers were different. She did say that she...
would send an email asking for us to honor the free Rocker for your order. We never received that request. Your desired resolution is to receive two Rocker Knives. This is not the offer on the website. The website offers a single knife with the discounted shipping on one set of knives. So we can keep you as a satisfied customer I will be happy to send you a single Ronco Rocker to the address listed on your complaint. Please let me know if this is acceptable and I will get this shipped out as quickly as I can. Best regards, [redacted] Ronco Holdings, Inc. [redacted]
Dear [redacted],I apologize that your order was never received, especially since it was a Christmas gift for your children. I have initiated the reship of your order. I will personally keep an eye on the order to make sure it arrives at your address. Due to the inconvenience you have...
experienced trying to give these to your children I will issue a refund for $73.30 which is half the shipping cost of your order. I hope this is acceptable for you and your family.Best regards,[redacted]
While looking into this claim, we discovered that the product was returned to our warehouse. We sent him an email asking if he would like the product reshipped or refunded. The customer requested a refund and it was issued before Christmas but accepted by our system on the 30th. He should have his...
refund very soon.Best regards,[redacted]Ronco Client Care Specialist
Hello [redacted],I apologize that you only received 1/2 your order. We issued a full reship of your order and from the weight on the tracking information I can tell you only received 1/2 your order. But that does not tell me exactly what you are missing. Will you please tell me exactly what you are missing so that I can have it shipped again?Once again I apologize for the shipping error.Best regards,[redacted]
From: [redacted]] Sent: Tuesday, March 10, 2015 2:00 PMTo: infoSubject: Ronco Holdings My name is [redacted] and I Have a complaint against Ronco Holdings #[redacted] They did reimburse my credit account 1/2 of my shipping but they only sent me 1/2 of my order and I am still waiting for the other half to be mailed to me. I thought it was odd that I only got half of my order so I called the post office to check and see if maybe they only gave me one package and they said they didn't have another package for me. The post office also told me it was commom for companies to ship more than one package at a time so I patiently waited giving them the benefit of the doubt Is there any way you could help me get the other half of my order ? I have been waiting for this order since December 4, 2014 Thank you in advance for any help you can give me.
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]
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.
I have received an additional information regarding the shipment of the replacement, including the tracking number. Thank you for your help.
Regards,
[redacted]
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]
It is a darn shame that I had to resort to filling a complaint with the Revdex.com to get what I paid for. I am thankful for the Revdex.com helping to get my issue resolved. It would behoove your company to take a long hard look at your customer service practices as based on other customer reviews, the situation that I have experienced does not appear to be uncommon with your company. Glad I got what I ordered and will no longer do business with your company again rather I will shop your competitor or someone like Amazon for my future needs as I can at least expect a response and excellent customer service from those other avenues.
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.
I would like to wait and see if the replacement knifes are sent to me as stated in the email before I close out my complaint. It appears on the surface that my problem is solved, the proof is in the shipment. I'm also impressed at the Revdex.com's ability to resolve this matter quickly. Thank you kindly. I appreciate it.
Regards, [redacted]
Complaint: ***
I am rejecting this response because: I have not heard from the company againI was informed the knives would ship this week and I would get an email with tracking informationI have not gotten that email and have to assume the knives were not sent
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 meI am waiting to receive my refund it has been week already and I still haven't received a refund yet
Regards, *** ***
Hello Mr***, I have reached out to you through our support ticket system and clarified that you need a single timer knobI have sent this to the warehouse for them to ship UPSI gave them your email address so that you
would receive an email when it shipsWe apologize for the delay in our responsesYour request was put under a regular order not under a warranty itemWe are currently behind on orders due to lack of inventoryBest regards, *** *** Ronco Holdings, Inc Customer Care Director
Hello *** ***,I would like to apologize that your callback was not made by the resolution teamWe have been in the process of reorganization and some of the escalated calls have fell through the cracksWe are trying to close them as quickly as we can.Your father's refund should
be for the full amount of his order since you had requested to cancel the orderI am sorry that we were unable to cancel the orderThe orders are sent from a distribution warehouse and once they have a tracking number we cannot cancel the orderYou should have been able to refuse the orderI am not sure why some of our customers are able to refuse and others like you are not able to refuse a shipmentThe only stipulation I am aware of is that the package has to be unopened to refuse delivery.I will issue a full refund today in anticipation of your return.Best regards,*** *** *** *** ***
Dear Mr***,
Please accept this communication as our formal response to your allegations of deceitful and unethical sales practicesThe website for the Ronco piece Six Star Knives is clear and precise in the offerWe deny any claim that you have been misledWe advertise
sets of knives for the price of set with the requirement as specified with an asterisk after the word Free on the banner attached to the picture of the sets in the optional blocksWhen you scroll down the page you will find the asterisk which gives you the exact cost for shippingYou chose the payment planWith this plan you pay for the shipping on the first payment along with the first payment for the knivesYour first payment total was $56.73. Approximately days later the next payment was for $and days after that was the final payment of $for a total of $If you were charged more than $for your entire order please submit proof of the charges from your bank or credit card statementWe will investigate and issue a refund for the difference between the approved order amount of $and the total chargedI have attached pdfs of our website to explain the charges and entered order SORto replace the set of knives that has rustBest regards,
*** ***
Ronco Holdings, Inc Customer Care DirectorTell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe will have to agree to disagree on whether the delay was intentional as I steadfastly believe it was
Regards, *** ***
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have not yet received the scissors however I did receive an email from Ronco stating they are coming and an apology as they switch their computer softwareAs long as they do arrive I am happy and will continue to support the productsI hope for a more smooth transaction in the future! Thank you!
Regards,
*** ***
Hello *** and *** ***,I apologize that your warranty was not taken care of in a timely mannerI would also like to apologize for not taking care of your complaint when it arrived last weekI thought I had addressed all issues and marked your file as done when I had not taken care
of the issue. We have had many changes within the customer care department since the first of the year and I failed to communicate to the representatives that we were out of stock of the spit rod assembly.Late last week, June 5th, we found some spit rod assemblies in our warehouse and I had one shipped to you along with a couple of accessoriesI hope you will accept them for your inconvenienceI will also issue a 50% discount for the stress you have had dealing with RoncoI hope this will meet with your approval
Good Afternoon,
I have attached all the necessary documentation to convey the resolution of this complaint is in the customer hands.
On 2/12/an order for the knife bogo and slot block was placed via our website. On 2/14/the order was shipped from our facility in Nevada. On 2/17/the customer called to say she had cancelled her order and the money was taken from her account. I was unable to find any record of the first noted call. The call on 2/17/was documented by our call center. The customer also request a call back from a supervisor. On 2/18/our call center supervisor returned the customer's call to left a message informing the customer to refuse the package. According to *** tracking the package was delivered to the customer on 2/20/14.
On 2/24/the customer call our call center again about her package. She was informed the package was to be refused or she must return the package. The customer hung up on the call center. To date the package has not been returned to our facility.
On 2/25/we received the Revdex.com complaint. On 3/5/I emailed the customer informing her that we would need the products return in order to provide a credit. I received no response. On 3/6/I tried the customer again. She did reply stating that she never received the orderI responded requesting she sign the attached non-receipt affidavit legally stating she did not receive her orderShe replied with an unsigned attachment. I replied asking that she sign the attachment and resend.
I have yet to receive the signed non-receipt affidavit. We would be happy to provide the refund once the document has been signed
Sincerely,
*** * ***
Hello Ms***,
Our website ordering process follows commercially reasonable standards in the way a customer acts to place an order for Ronco CutleryAttached is a screen shot of the landing page where orders are placedYou will note that before the customer clicks the “Place My Order”
link at the bottom, they are fully aware that the credit card information has been provided by them and will be used to pay for the orderHowever, we have a very accommodating return policy and have already authorized a refund to your credit card.Best regards,
*** ***
Customer Care Manager
Hello Ms. [redacted],
I have looked up your information and we received your knives that needed to be replaced in our Customer Care department on March 29, 2016. When we receive replacement requests with a check we hold the orders for 2 weeks to allow the check to clear. Your order was...
released to ship April 13, 2016. The Lifetime Warranty states that we will replace the damaged knives for the shipping and handling fee of $3.00. It does not state the knives will match the exact style you originally purchased. We reserve the right to change manufactures and change the style of the knives at any time. Normally a full set of replacement knives would cost $21.70 for the shipping & handling. In your case we would have deducted the amount of $6.00 that you had paid and you would pay the remainder shipping of $15.70 to receive a new set of knives. We did make errors in shipping the correct knives you originally sent to us. All the other knives were pulled by our warehouse and sent as directed. The issue was that they did not match your set. Each time we shipped within a few days and made an effort to make it right by offering a refund, no charge replacements and a Ronco Rocker for your inconvenience. The last time your replacements were shipped customer care went to the warehouse and went through the knives to match your picture. I show your order was delivered to your office dock on September 9, 2016. If you send in knives in the future, the style may not match your existing set.Best regards,
[redacted]
Ronco Holdings, Inc.
Customer Care Director
Hello Mr. [redacted], I apologize for the delay of my response. I have reviewed the audio of your call. The representative told you several times that the free Ronco Rocker was not available through the call center only through the website, that the offers were different. She did say that she...
would send an email asking for us to honor the free Rocker for your order. We never received that request. Your desired resolution is to receive two Rocker Knives. This is not the offer on the website. The website offers a single knife with the discounted shipping on one set of knives. So we can keep you as a satisfied customer I will be happy to send you a single Ronco Rocker to the address listed on your complaint. Please let me know if this is acceptable and I will get this shipped out as quickly as I can. Best regards, [redacted] Ronco Holdings, Inc. [redacted]
Dear [redacted],I apologize that your order was never received, especially since it was a Christmas gift for your children. I have initiated the reship of your order. I will personally keep an eye on the order to make sure it arrives at your address. Due to the inconvenience you have...
experienced trying to give these to your children I will issue a refund for $73.30 which is half the shipping cost of your order. I hope this is acceptable for you and your family.Best regards,[redacted]
While looking into this claim, we discovered that the product was returned to our warehouse. We sent him an email asking if he would like the product reshipped or refunded. The customer requested a refund and it was issued before Christmas but accepted by our system on the 30th. He should have his...
refund very soon.Best regards,[redacted]Ronco Client Care Specialist
Hello [redacted],I apologize that you only received 1/2 your order. We issued a full reship of your order and from the weight on the tracking information I can tell you only received 1/2 your order. But that does not tell me exactly what you are missing. Will you please tell me exactly what you are missing so that I can have it shipped again?Once again I apologize for the shipping error.Best regards,[redacted]
From: [redacted]] Sent: Tuesday, March 10, 2015 2:00 PMTo: infoSubject: Ronco Holdings My name is [redacted] and I Have a complaint against Ronco Holdings #[redacted] They did reimburse my credit account 1/2 of my shipping but they only sent me 1/2 of my order and I am still waiting for the other half to be mailed to me. I thought it was odd that I only got half of my order so I called the post office to check and see if maybe they only gave me one package and they said they didn't have another package for me. The post office also told me it was commom for companies to ship more than one package at a time so I patiently waited giving them the benefit of the doubt Is there any way you could help me get the other half of my order ? I have been waiting for this order since December 4, 2014 Thank you in advance for any help you can give me.
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]
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.
I have received an additional information regarding the shipment of the replacement, including the tracking number. Thank you for your help.
Regards,
[redacted]
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]
It is a darn shame that I had to resort to filling a complaint with the Revdex.com to get what I paid for. I am thankful for the Revdex.com helping to get my issue resolved. It would behoove your company to take a long hard look at your customer service practices as based on other customer reviews, the situation that I have experienced does not appear to be uncommon with your company. Glad I got what I ordered and will no longer do business with your company again rather I will shop your competitor or someone like Amazon for my future needs as I can at least expect a response and excellent customer service from those other avenues.
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.
I would like to wait and see if the replacement knifes are sent to me as stated in the email before I close out my complaint. It appears on the surface that my problem is solved, the proof is in the shipment. I'm also impressed at the Revdex.com's ability to resolve this matter quickly. Thank you kindly. I appreciate it.
Regards, [redacted]