Rotorazor LLC

9/12/The label was not mailed due to the declined paymentHowever, notes were in the account to mail the label once payment was receivedWe did received one payment, however no one alerted meI am so sorryI have mailed the label todayI will ask customer service to send a replacement Rotorazer in the meantimeAgain, I apologize for the inconvenienceThank you

Initial Business Response / [redacted] (1000, 8, 2016/03/29) */ 3/29/I found the order under the name of [redacted] ***The order was returned to us and a refund of $was issued on 2/29/The refund was issued less s/p as advertisedHowever, I tracked the order and it was returned to us due to the addressI reviewed the order again and see that the space number is missing from the addressI certainly apologize and therefore I issued an additional refund for the s/p of $Thank you

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 listened to the call recording and there was a bit of confusion but eventually it was resolvedThe money back guarantee timeframe went into effect on 12/16/Ms [redacted] purchased her unit before December 12th therefore she was not eligible to get her money backShe eventually spoke with the manager and he explained this to her and told her that we could get send her a new unit at no charge but she did have to pay to send the old one back to usShe was given return instructions and advised that she would receive a new unit within 7-business daysHowever, the replacement order was cancelled and not shippedMrs [redacted] called to check on the status of her order on 11/and was told that she had to pay replacement s/p to get a new unit and did not want to do thatThis is the correct policy, under the one year warranty, the customer can receive a new unit by just paying replacement s/p BUT this was not told to Mrs [redacted] when she called on 10/and there are no notes in her accounting stating she was told a new unit would be sent to her in 7-business days at no chargeThe call recording will be sent over to customer service for review and coaching and a new unit as promised will be sent to her as wellThe warranty for the new unit will be one year as promised however, that is not correct information-the initial unit is warranted for one year and it can be replaced for just s/p within that yearThe new unit would be warranted for the remainder of the year warranty-the warranty would not start over with the replacement unitEverything has been noted in Mrs [redacted] 's account just in case she needs to call in for assistanceI certainly apologize for all of this inconvenienceThank you

We have been experiencing phone issues- I am so sorry for the inconvenienceMs [redacted] was able to speak to an agent on 7/the order was logged in as a returned and a full refund was issued on 7/Thank you

Initial Business Response / [redacted] (1000, 5, 2015/10/31) */ 10/31/I am sorry that Ms [redacted] was not able to get assistance changing the bladesHolding anywhere for hours is a sign there is an issue with the phone number! minute hold time is too longI was unable to locate an order in our system using the information providedPlease provide the name, zip code and phone number used when placing the orderI certainly apologize for any inconvenienceThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ 9/16/I listened to the call recordingMrs [redacted] did agree to the platinum upgrade and the drill set-initially she said no she may cancel as she was concerned about money as they are renovating their house themselves but once she realized the drill set was a one time fee of just s/p she said "alright let's do it"She did decline the additional bladesThe order was placed and the agent began reading the additional offers for a savings club and magazines...Mrs [redacted] said it was taking too long , she had to go to work, just cancel the order, the agent said the Rotorazer order was already placed these are just offers and the customer hung upI tracked the order and the post office shows it was delivered on 9/Hanging up does not cancel the orderThe initial order was placed with her approvalIt was only when the agent started to read the extra offers she got upsetWe do not have any notes in the account that she called to cancel on 9/We would not have been able to cancel it and it has already charged on 8/and shipped 9/We are happy to refund Mrs [redacted] for any amount paid to date when we receive our merchandise backI certainly apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cancelled the order and the woman [redacted] refused to cancel itShe talked an talked and added new items an additional cost to my accountI cancelled the order and she insisted we were almost through so she had not placed he order since she was still tell me about the membership I coud cancel if I did want them but could keep the $gift cardI did not want any of that stuff but they still shipped the tool and charged my accountI did call, they told me they would credit these funds back to my account when I returned the tool and the call number is on my cell phoneI opened the box when it arrives so I could make the complaint and get all the information I needed to complete itI want them to send me a prepaid return label and I want the FULL amount returned to my account I am not paying shipping charges when I cancelledJOANN refused to cancel and would not stop talking and adding items to my account When I as a customer said No that should be enoughThey pressure you by talking and reading and keeping you on the line insisting your getting a these free items but you paying extra for them and the call never endsI feel these people are a bunch of thieves and now they have my card and feel they have the right to take money when they wantBuyer be ware! I want the company to return my funds now, I want a shipping label and I will not pay to have this item shipped out of my pocketI want a Full refundI have notified my bank and will forward these comments also Final Business Response / [redacted] (4000, 9, 2015/09/21) */ 9/21/As I mentioned before, the order had already been processed when Ms [redacted] said just cancel the order while the agent was reading a third party upsell scriptI have mailed a label today and processed a refund of $99.79-the amount she had been charged to date as it was on a payment planThank you Final Consumer Response / [redacted] (2000, 11, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Company has returned my fundsI have closed the account to prevent further debitsIt has been very inconvenient and time consuming but I felt necessary for peace of mindToday I did receive a return label and will place the item in the mail on the 29thI would like to thank the Revdex.com for their assistance in helping settle this matter and giving me peace of mind Thank You very much

Initial Business Response / [redacted] (1000, 10, 2016/01/20) */ 1/20/I reviewed the orderWhen [redacted] filled out the form, we can only assume that when he filled out the order form and after entering his payment method he clicked submit order-this placed the orderClicking off the site or back out of the page does not cancel the orderHe disputed the charge with his credit card company and has received his money back from them-$I will mail him a return label today so he can return the order and no chargeI certainly apologize for the inconvenienceThank you Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree to the terms of the responseI will say that I might have thought I mistakenly clicked on a confirm before trying to delete the order but as I saw online this is not the first time people have complained about the same thingSecondly, I order things online often and am familiar with the norm I will look for the label

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ 2/17/The message states if you ordered your unit from Evine and would like to return it, call and we give out the number for press threeWe sold the Rotorazer units as an Evine exclusive and that message is for their customers onlyAll other customers, stay on the line for Rotorazer Customer ServiceThis message was put in place per the request for Evine and was approved by themI am sorry that the unit did not meet Ms***'s needsUpon receipt a refund will be issued a full refund to include s/p although we advertise that s/p is nonrefundableReturn postage is the responsibility of the customer once the order is open-per her email she was going to return to sender unopenedI certainly apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (2000, 16, 2016/03/17) */ Yes, thank you very much, my money was refunded [redacted] ***

Dear Customer Thank you for your emailWe are glad to assist you In order to get a replacement warranty Unit, You have to pay the shipping fee to return the damage unit, and then to receive a new unit, you also unfortunately have to pay shipping fee if you are under the
warranty time For further assistance, please feel free to contact customer service at ###-###-#### Our hours are from 7:am - 4:pm Monday through Friday and 7:00am to 3:00pm on Saturday, Pacific Standard Time Thank you for contacting Customer Service

Initial Business Response /* (1000, 5, 2016/03/29) */
3/29/On our website the customer must enter the quantity that they would like to purchaseI am sorry that Ms*** only wanted one and ended up with threePlease supply the tracking number and we will be happy to refund the full price
of the units as well as the s/p she paid to receive each oneI certainly apologize for any inconvenienceThank you
Initial Consumer Rebuttal /* (2000, 7, 2016/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the Rotorazer LLC response to refund me for the additional units I received and sent back to them plus shipping & processing costI was charged $S&PThe UPS tracking number for the Rotorazers is 1ZEXXXXXXXXXXXXXXXThe RMA provided is XXXXXXXX

Initial Business Response /* (1000, 5, 2016/05/25) */
Yes, the order total was $214.65; purchased on our three payment plan of $each plus s/p of $We charged the first payment plus s/p of $on 3/13.Our records show that Ms.*** called on 3/to return the orderAgent noted that
she tried to explain the payment but the customer said she wanted to return itNo mention about receiving a used unitIf that had been the case a return label would have been sentWe issued a refund less s/p as advertised on 3/for $We show that the customer called again on 4/requesting a refund for the s/p of $The agent advised that s/p was nonrefundable as advertised and the customer hung upWill pull the call recording and find out what happenedI certainly apologize for the inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2016/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did tell them why I was returning itI also told them that I was going to report them because of itIf their calls are recorded as they should be , it would show that I did say that
Final Business Response /* (4000, 9, 2016/06/03) */
6/3/I pulled the call recordingMs*** did mention that the unit was used when asked why she wanted to return the orderAt that point, the agent should have shown empathy and offered to reship another unit to herIf she declined, a label to return the unit should have been sent and a full refund of what was charged to date plus s/p should have been issuedI have refunded the $s/pPlease email your return postage receipt to ***@idealliving.com and a check will be mailedI certainly apologize for the inconvenienceThank you
Final Consumer Response /* (3000, 16, 2016/07/13) */
I read on line where there are others experiencing the same thing I did with getting a used tool sent to the for them to pay to send it back with no reembursement

Thank you for the updateIt seems there was a processing error as the system declined itI sent the account information to our IT department asking them to review and reprocess the refundI am really sorry for the inconvenienceThank you

I am rejecting this response because:
I did check with my CREDIT CARD this morning after receiving my statement & this is precisely the reason for which I contacted Revdex.com once again regarding this merchant In addition, I would like to know the exact date my CREDIT CARD supposedly "rejected" the merchant's attempt to refund the agreed amount as they have stated

Final Consumer Response /* (2000, 6, 2016/01/05) */
After filing this complaint I tried the business phone number againAfter some information about a different business *** waiting for a bit, the number eventually does go to RotorazorI was able to talk to someoneAt first they would
not let me return the item because they only had a day guaranteeOnly after I told them I had made a complaint with the Revdex.com and asked for a supervisor, did they relentAfter a lengthy wait I did speak to a supervisorI argued that their website had clearly stated "standard time frame for delivery is 4-weeks"What does a day guarantee work if it takes that long to receiveOnly after I had held firm to my argument did the supervisor relent and agreed that their website was incorrect and misleadingShe agreed to letting me return the item and said they would be rewording the information on their websiteI feel this is now resolved

Initial Business Response /* (1000, 5, 2016/06/30) */
6/30/The return has not been logged in to dateWe have asked the customer for a tracking number but he did not have oneTherefore, we have been waiting to receive the return before issuing the refundHe was advised to call back with the
tracking number on 4/when he called to get return instructionsWill process the refund now-with s/p although it is advertised as nonrefundable as a one time courtesyI certainly apologize for the inconvenienceThank you

Ms. [redacted],
I am sorry that you changed your mind and now would like to return the Rotorazer. Please return it to our warehouse via mail, ups or FedEx. The address is Rotorazer 1392 [redacted] Unit B [redacted], CA [redacted]- please do not drive there as they will not accept your return. I certainly...

will speak with the agents regarding this type of situation. I have processed a refund for the balance of $196.87. I certainly apologize for the inconvenience. Thank you.

Initial Business Response /* (1000, 8, 2015/10/31) */
10/31/15 I reviewed the account and there are notes promising the return label. However, I am assuming the information was never given to the supervisor to process. I certainly apologize for the inconvenience. Yes, we are happy to reimburse Mr....

[redacted] for his return postage. Please email a copy of the receipt to [redacted]@idealliving.com. I certainly apologize for the inconvenience. Thank you.
Initial Consumer Rebuttal /* (4200, 14, 2015/11/23) */
RE: Case #XXXXXXXX: Rotorazer, LLC
Revdex.com
This is in response to your letter November 13, 2015 and our phone conversation on November 16, 2015. The company response that the prepaid postage was not processed does not seem realistic with five telephone calls over a twenty-one day period.
Per the agreement with you to reimburse my cost returning the defective tool, I have attached a copy of the return receipt, signed by D. [redacted] and the USPS receipt of 522.53.
Tbank you for your assistance, and if you have any further questions do not hesitate to contact me.
6/0 [redacted]
Final Business Response /* (4000, 16, 2015/11/23) */
11/23/15 There are plenty of notes in Mr. [redacted]'s account about the label. However, if the information is not given to a supervisor to send to me to process-then I can't send it out. Thank you for the receipt and I will have a check requested as promised. Thank you.
Final Consumer Response /* (2000, 18, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'll wait for the $22.53 refund as promised on the November 23, 2015 company response. Thank you.

Initial Business Response /* (1000, 5, 2015/09/16) */
9/16/15 I listened to the call recording. Mrs. [redacted] did agree to the platinum upgrade and the drill set-initially she said no she may cancel as she was concerned about money as they are renovating their house themselves but once she realized...

the drill set was a one time fee of just s/p she said "alright let's do it". She did decline the additional blades. The order was placed and the agent began reading the additional offers for a savings club and magazines...Mrs. [redacted] said it was taking too long , she had to go to work, just cancel the order, the agent said the Rotorazer order was already placed these are just offers and the customer hung up. I tracked the order and the post office shows it was delivered on 9/9. Hanging up does not cancel the order. The initial order was placed with her approval. It was only when the agent started to read the extra offers she got upset. We do not have any notes in the account that she called to cancel on 9/1. We would not have been able to cancel it and it has already charged on 8/31 and shipped 9/1. We are happy to refund Mrs. [redacted] for any amount paid to date when we receive our merchandise back. I certainly apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled the order and the woman [redacted] refused to cancel it. She talked an talked and added new items an additional cost to my account. I cancelled the order and she insisted we were almost through so she had not placed he order since she was still tell me about the membership I coud cancel if I did want them but could keep the $50.00 gift card. I did not want any of that stuff but they still shipped the tool and charged my account. I did call, they told me they would credit these funds back to my account when I returned the tool and the call number is on my cell phone. I opened the box when it arrives so I could make the complaint and get all the information I needed to complete it. I want them to send me a prepaid return label and I want the FULL amount returned to my account I am not paying shipping charges when I cancelled. JOANN refused to cancel and would not stop talking and adding items to my account When I as a customer said No that should be enough. They pressure you by talking and reading and keeping you on the line insisting your getting a these free items but you paying extra for them and the call never ends. I feel these people are a bunch of thieves and now they have my card and feel they have the right to take money when they want. Buyer be ware!
I want the company to return my funds now, I want a shipping label and I will not pay to have this item shipped out of my pocket. I want a Full refund. I have notified my bank and will forward these comments also.
Final Business Response /* (4000, 9, 2015/09/21) */
9/21/15 As I mentioned before, the order had already been processed when Ms. [redacted] said just cancel the order while the agent was reading a third party upsell script. I have mailed a label today and processed a refund of $99.79-the amount she had been charged to date as it was on a payment plan. Thank you.
Final Consumer Response /* (2000, 11, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Company has returned my funds. I have closed the account to prevent further debits. It has been very inconvenient and time consuming but I felt necessary for peace of mind. Today I did receive a return label and will place the item in the mail on the 29th. I would like to thank the Revdex.com for their assistance in helping settle this matter and giving me peace of mind.
Thank You very much.

I am rejecting this response because:  my complaint was sent to customer support for further review. I was told several things that the company stated were false in their response. The first unit operated briefly the first time it was used. I returned it as instructed and paid shipping costs. I was told the replacement would be shipped without my payment of shipping and they canceled it without my knowledge. I was told that the replacement unit would be warranted from the time of receipt. Then I was told I had to pay for shipping of the replacement AND that it basically had no warranty. I purchased the original product almost a year ago as a Christmas present. I want a NEW rotorazor sent without cost to me and I want a 1 year warranty on it as stated by the company, in writing. Where is my trust as a consumer in this company? Gone. I WOULD rather have my money back. What a hassle.