Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [I found Mr [redacted] 's response to my legitimate complaints concerning my treatment as a customer of Rover North insulting and lacking in accommodationFirst, he makes the assumption that I did not contact Rover North to correct this problem from the beginning before contacting Revdex.comIn actuality, in my original complaint I stated that I spoke with the representative from Rover North that sent me the email, Mr [redacted] , who at the time of my conversation was cold and seemingly unconcerned with my complaint of being charged something extra for shipping, and the part not being available until after January, when it showed on the site as if it was in stockMr [redacted] makes comment on the amount of parts they stock, which has absolutely nothing to do with why this part was showing on their site as in stock, when it had to be orderedIf the part has to be ordered, then it should be stated at the time of the order, not later by email sent to the customer after they are waiting for the part to be deliveredAdditionally, as I stated in my complaint, there was no message relating that the shipping would be added later, and that I would be contacted because the part was oversized, on costs for shippingMr [redacted] now points out in a picture that this was stated at the time I selected the partIf shipping is to be added later because a part is oversized, then this too should be stated at the time that the sale is being made, on the sales slip, for instance, or at least some message should be provided that shipping will be addedThe area on the order form where the shipping was listed only showed that it would come day [redacted] shipping, as if shipping had been included in the price of the itemI resent Mr [redacted] 's tone of voice used in his response, especially in suggesting that surely I did not believe that shipping would be free on this itemOften, however, when a customer makes an expensive purchase from a company, the shipping is included in the price, so this is what I thought when ordering this part initiallyI am not complaining about being charged shipping on the item, I am complaining that the cost was not clear and stated at the time of my purchase of the itemNow, instead of Mr [redacted] acting professionallyas the position he resides in at the company would suggests, he writes and insults me further through his rude manner of response to my legitimate complaints concerning his company's recent handling of my order with themHe then goes on to suggests that I reorder the product from them at the same discount, after having insulted me in his responseDue to the manner of conduct shown by Mr [redacted] and Mr [redacted] in handling this situation, I have no intention of reordering the part from their storeIf you truly intend to make some amends to a customer for a mishap of this nature, then perhaps trying not to insult them by referring to them by their first name, as if you know them personally, and insulting them through tone of voice in your response, after the fact, would be helpful; I would think.] Regards, [redacted]
Greetings, It is appears [redacted] did not read our shipping schedule and policy for overweight items, which are both listed on the item page and the checkout pageAs a result, [redacted] expects something that was never promised and is not possibleRovers North strives to provide (and are renowned for) absolutely top-notch customer serviceIt is unfortunate that [redacted] took her complaint to the Revdex.com before asking to speak with Rovers North management as we would have worked to satisfy her without involving the Revdex.comShipping schedule: [redacted] has stated "the part was listed as in-stock" but this is not accurate as we do not stock this item (we stock 20,000+ items and offer many, many more as "special order") and our website automatically displays realtime part availabilityPlease see the attached imagesAt the top of both I have drawn an arrow to point out where the shipping schedule says "Typically available in 7-days"Unfortunately with this specific oversized part the lead time is a bit longerWe simply do not have the ability to accurately forecast the lead time of every item, which is why we used the word "typically"Shipping amount: [redacted] was not charged shipping at the time of her checkout because this bumper is oversized and needs an exact shipping quoteOn the attached images I have drawn an arrows to show where it says "Oversized (you will be contacted with freight charges prior to shipping)" and " Oversized, heavy, and truck freight: You will be contacted prior to shipping with the best possible price" It appears [redacted] did not read these statements (or perhaps her browser did not load the image and text on the item profile?) and understood Rovers North would ship an oversized bumper Express Day free of chargeThis is simply not possible Resolution: Rovers North maintains no wrong doing for this situationHowever, we are willing to extend the 15% discount (which has since expired) to [redacted] if she wishes to purchase the bumper againThe lead time and the shipping costs have not changedIf [redacted] desires additional customer service or accomodations, we invite her to contact us directly as we strive to make every customer happyBest regards, [redacted] Vice President Rovers North
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [I found Mr [redacted] 's response to my legitimate complaints concerning my treatment as a customer of Rover North insulting and lacking in accommodationFirst, he makes the assumption that I did not contact Rover North to correct this problem from the beginning before contacting Revdex.comIn actuality, in my original complaint I stated that I spoke with the representative from Rover North that sent me the email, Mr [redacted] , who at the time of my conversation was cold and seemingly unconcerned with my complaint of being charged something extra for shipping, and the part not being available until after January, when it showed on the site as if it was in stockMr [redacted] makes comment on the amount of parts they stock, which has absolutely nothing to do with why this part was showing on their site as in stock, when it had to be orderedIf the part has to be ordered, then it should be stated at the time of the order, not later by email sent to the customer after they are waiting for the part to be deliveredAdditionally, as I stated in my complaint, there was no message relating that the shipping would be added later, and that I would be contacted because the part was oversized, on costs for shippingMr [redacted] now points out in a picture that this was stated at the time I selected the partIf shipping is to be added later because a part is oversized, then this too should be stated at the time that the sale is being made, on the sales slip, for instance, or at least some message should be provided that shipping will be addedThe area on the order form where the shipping was listed only showed that it would come day [redacted] shipping, as if shipping had been included in the price of the itemI resent Mr [redacted] 's tone of voice used in his response, especially in suggesting that surely I did not believe that shipping would be free on this itemOften, however, when a customer makes an expensive purchase from a company, the shipping is included in the price, so this is what I thought when ordering this part initiallyI am not complaining about being charged shipping on the item, I am complaining that the cost was not clear and stated at the time of my purchase of the itemNow, instead of Mr [redacted] acting professionallyas the position he resides in at the company would suggests, he writes and insults me further through his rude manner of response to my legitimate complaints concerning his company's recent handling of my order with themHe then goes on to suggests that I reorder the product from them at the same discount, after having insulted me in his responseDue to the manner of conduct shown by Mr [redacted] and Mr [redacted] in handling this situation, I have no intention of reordering the part from their storeIf you truly intend to make some amends to a customer for a mishap of this nature, then perhaps trying not to insult them by referring to them by their first name, as if you know them personally, and insulting them through tone of voice in your response, after the fact, would be helpful; I would think.] Regards, [redacted]
Greetings, It is appears [redacted] did not read our shipping schedule and policy for overweight items, which are both listed on the item page and the checkout pageAs a result, [redacted] expects something that was never promised and is not possibleRovers North strives to provide (and are renowned for) absolutely top-notch customer serviceIt is unfortunate that [redacted] took her complaint to the Revdex.com before asking to speak with Rovers North management as we would have worked to satisfy her without involving the Revdex.comShipping schedule: [redacted] has stated "the part was listed as in-stock" but this is not accurate as we do not stock this item (we stock 20,000+ items and offer many, many more as "special order") and our website automatically displays realtime part availabilityPlease see the attached imagesAt the top of both I have drawn an arrow to point out where the shipping schedule says "Typically available in 7-days"Unfortunately with this specific oversized part the lead time is a bit longerWe simply do not have the ability to accurately forecast the lead time of every item, which is why we used the word "typically"Shipping amount: [redacted] was not charged shipping at the time of her checkout because this bumper is oversized and needs an exact shipping quoteOn the attached images I have drawn an arrows to show where it says "Oversized (you will be contacted with freight charges prior to shipping)" and " Oversized, heavy, and truck freight: You will be contacted prior to shipping with the best possible price" It appears [redacted] did not read these statements (or perhaps her browser did not load the image and text on the item profile?) and understood Rovers North would ship an oversized bumper Express Day free of chargeThis is simply not possible Resolution: Rovers North maintains no wrong doing for this situationHowever, we are willing to extend the 15% discount (which has since expired) to [redacted] if she wishes to purchase the bumper againThe lead time and the shipping costs have not changedIf [redacted] desires additional customer service or accomodations, we invite her to contact us directly as we strive to make every customer happyBest regards, [redacted] Vice President Rovers North