Rotorazor LLC

Initial Business Response /* (1000, 8, 2016/03/29) */
3/29/16 I found the order under the name of [redacted]. The order was returned to us and a refund of $149.85 was issued on 2/29/16. The refund was issued less s/p as advertised. However, I tracked the order and it was returned to us due to the...

address. I reviewed the order again and see that the space number is missing from the address. I certainly apologize and therefore I issued an additional refund for the s/p of $19.95. Thank you.

Our records show that the order was placed on 4/30/16. We received the return on 8/2/16. Ms. [redacted] did not call customer service before returning the order. If she had, she would have been told that she was past the advertised 30 day money back guarantee return timeframe. We do show that she was...

sent a past MBG return letter on 8/2. I am sorry that her husband was not able to use the unit and as a courtesy will refund her less s/p as advertised. I certainly apologize for the inconvenience. Thank you.

Initial Business Response /* (1000, 5, 2016/04/11) */
4/11/16 The order was picked up by FedEx and was to be delivered by the post office using FedEx smart post. I tracked the order using the tracking number:XXXXXXXXXXXXXXXXXXXXXX on FedEx and they show that the package was in transit to Cleveland...

on 3/7 but shows no other movement after that. I certainly apologize that FedEx did not get it to the bulk mail center. I am happy to process the refund as requested. Again, I apologize for the inconvenience. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept until credit is showing on my account. Afterwards I will accept.
Final Business Response /* (4000, 13, 2016/04/18) */
It will be one for the full amount charged to date. Thank you.
Final Consumer Response /* (2000, 17, 2016/04/19) */
I have checked my credit card and found that a credit for what I have paid has been issued.
I will now consider this complaint resolved.
Thank you for your help

I listened to the call recording and there was a bit of confusion but eventually it was resolved. The 356 money back guarantee timeframe went into effect on 12/16/16. Ms. [redacted] purchased her unit before December 12th therefore she was not eligible to get her money back. She 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 us. She was given return instructions and advised that she would receive a new unit within 7-10 business days. However, the replacement order was cancelled and not shipped. Mrs. [redacted] called to check on the status of her order on 11/2 and was told that she had to pay replacement s/p to get a new unit and did not want to do that. This 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 10/18 and there are no notes in her accounting stating she was told a new unit would be sent to her in 7-10 business days at no charge. The 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 well. The 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 year. The new unit would be warranted for the remainder of the year warranty-the warranty would not start over with the replacement unit. Everything has been noted in Mrs. [redacted]'s account just in case she needs to call in for assistance. I certainly apologize for all of this inconvenience. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12255337, and find that this resolution is satisfactory to me.

9/12/16 The label was not mailed due to the declined payment. However, notes were in the account to mail the label once payment was received. We did received one payment, however no one alerted me. I am so sorry. I have mailed the label today. I will ask customer service to send a replacement...

Rotorazer in the meantime. Again, I apologize for the inconvenience. Thank you.

We have been experiencing phone issues- I am so sorry for the inconvenience. Ms. [redacted] was able to speak to an agent on 7/11 the order was logged in as a returned and a full refund was issued on 7/19. Thank you.

Initial Business Response /* (1000, 8, 2016/01/06) */
1/6/16 This was a web order. Mr. [redacted] viewed the site and entered his credit card number and clicked SUBMIT YOUR ORDER that would be the only way that we would get an order in our system. I certainly apologize for the inconvenience however...

as advertised shipping and handling is nonrefundable.

The customer disputed the full amount of the charge with her credit card company-called a chargeback. We advised that we had already issued a refund for the $34.90. The additional refund was rejected from our system as the chargeback was posted. She has received her money back from the credit card provider. Thank you.

Initial Business Response /* (1000, 5, 2015/10/31) */
10/31/15 I am sorry that Ms. [redacted] was not able to get assistance changing the blades. Holding anywhere for 3 hours is a sign there is an issue with the phone number! 10 minute hold time is too long. I was unable to locate an order in our...

system using the information provided. Please provide the name, zip code and phone number used when placing the order. I certainly apologize for any inconvenience. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.

Initial Business Response /* (1000, 5, 2016/02/17) */
2/17/16 The message states if you ordered your unit from Evine and would like to return it, call and we give out the 800 number for press three. We sold the Rotorazer units as an Evine exclusive and that message is for their customers only. All...

other customers, stay on the line for Rotorazer Customer Service. This message was put in place per the request for Evine and was approved by them. I am sorry that the unit did not meet Ms. [redacted]'s needs. Upon receipt a refund will be issued a full refund to include s/p although we advertise that s/p is nonrefundable. Return postage is the responsibility of the customer once the order is open-per her email she was going to return to sender unopened. I certainly apologize for the inconvenience.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 16, 2016/03/17) */
Yes, thank you very much, my money was refunded.
[redacted]

Initial Business Response /* (1000, 10, 2016/01/20) */
1/20/16 I reviewed the order. When [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 order. Clicking off the site or back out...

of the page does not cancel the order. He disputed the charge with his credit card company and has received his money back from them-$49.91. I will mail him a return label today so he can return the order and no charge. I certainly apologize for the inconvenience. Thank you.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to the terms of the response. I 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 thing. Secondly, I order things online often and am familiar with the norm.
I will look for the label.