Mr [redacted] was having issues using his new grinder that was purchased We are little confused over the complaint of sending him used equipment as this was never discussed in any of the conversations that Customer Service or Technical Support had with him He received a new product We NEVER sell refurbished equipment as new and again this was never a complaint with the customer At times some grinders take time to dial in and our CS and Tech team responded professionally and truly tried to help this customer with the issues that he was having He insisted on a return and agreed two times to our standard return this is very explicit in our policies if there is nothing wrong with the equipment then customer is refunded all monies except for the original shipping The grinder was inspected thoroughly and tested in house when received and it was in good working condition This customer then filed a charge back for this first grinder before we could issue a creditOn a side note it can take up to two weeks (or business days) for the equipment arrives at our warehouse and the equipment is inspected for a refund Once a chargeback is issued the credit card company freezes the account and we are unable to issue the refund while they are reviewingSo even at this point if we wanted to issue a credit for shipping we cannot.The customer then bought the same grinder online - technical support advised not to order the same grinderHe threatened to do another charge back on this second one - this is the reason that the second grinder was rerouted back to our location.A full credit was issued for the second grinder yesterday This may take up to 24-hours for this to show on your credit card statement.We do apologize that the first grinder did not work out but as mentioned we did a full inspection of the first grinder once it was received into our technical department and could not find anything wrong with itOur CS team and Technical team spent a good amount of time trying to analyze the problem with the first grinder and offered great support to this customer Sincerely The Customer Service Team
Mr***,Your machine will be shipped back to you with a new reservoir as this is the only way we can tell if this was the exact problem It tested great with the new one You will only be charged our flat shipping rate back to you which is $the rate for a super-automatic machine Please note our warranty policy below Your machine is still covered under warranty and you will not be charged for any new parts or labor Sorry if there was any confusion with the quote that was given to you...in was not correct How Much Does Warranty Service Cost?If the problem is found to be eligible for warranty service by a technician, the cost of any parts and labor will be covered by Whole Latte Love.For warranty repairs shipped to addresses in the Contiguous United States, the cost of return shipping will be assessed as a flat-rate chargeYou are responsible for any costs to ship the product in for service:Semi-Automatic: $29Super-Automatic: $ ***Prosumer: $49Grinder: $30Portable Machine or Repairable Accessory: $15Sincerely,The Customer Service Team
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The business has stated that they spoke to me on the 12th which is correct The technician I spoke to early morning on the 12th, suggested he would get manager approval to submit for call tag to pick up the product I have in my possession and replace that product with the same product in good working order He indicated that I would receive call tag information by the end of the day which did not happenCurrently as it stands, they have done nothing other than a discussion on what the problem was and a commitment to provide call tag and replacement which has not happened I am not happy as there has not been any results from that call, only an empty promise to resolve with no actions to date I called them back at 4pm yesterday the 12th to notify them that I had not yet rec'd any communication regarding the promised call tag and followed that phone call with another email which has also gone unanswered This is not closed until I have replacement product in my possession that is in good working condition and commitment from the business that if I have any problems, I have the right information to contact some live to discuss and not simply rely on email "ping pong" 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]
Mr [redacted] was having issues using his new grinder that was purchased We are little confused over the complaint of sending him used equipment as this was never discussed in any of the conversations that Customer Service or Technical Support had with him He received a new product We NEVER sell refurbished equipment as new and again this was never a complaint with the customer At times some grinders take time to dial in and our CS and Tech team responded professionally and truly tried to help this customer with the issues that he was having He insisted on a return and agreed two times to our standard return this is very explicit in our policies if there is nothing wrong with the equipment then customer is refunded all monies except for the original shipping The grinder was inspected thoroughly and tested in house when received and it was in good working condition This customer then filed a charge back for this first grinder before we could issue a creditOn a side note it can take up to two weeks (or business days) for the equipment arrives at our warehouse and the equipment is inspected for a refund Once a chargeback is issued the credit card company freezes the account and we are unable to issue the refund while they are reviewingSo even at this point if we wanted to issue a credit for shipping we cannot.The customer then bought the same grinder online - technical support advised not to order the same grinderHe threatened to do another charge back on this second one - this is the reason that the second grinder was rerouted back to our location.A full credit was issued for the second grinder yesterday This may take up to 24-hours for this to show on your credit card statement.We do apologize that the first grinder did not work out but as mentioned we did a full inspection of the first grinder once it was received into our technical department and could not find anything wrong with itOur CS team and Technical team spent a good amount of time trying to analyze the problem with the first grinder and offered great support to this customer Sincerely The Customer Service Team
Mr***,Your machine will be shipped back to you with a new reservoir as this is the only way we can tell if this was the exact problem It tested great with the new one You will only be charged our flat shipping rate back to you which is $the rate for a super-automatic machine Please note our warranty policy below Your machine is still covered under warranty and you will not be charged for any new parts or labor Sorry if there was any confusion with the quote that was given to you...in was not correct How Much Does Warranty Service Cost?If the problem is found to be eligible for warranty service by a technician, the cost of any parts and labor will be covered by Whole Latte Love.For warranty repairs shipped to addresses in the Contiguous United States, the cost of return shipping will be assessed as a flat-rate chargeYou are responsible for any costs to ship the product in for service:Semi-Automatic: $29Super-Automatic: $ ***Prosumer: $49Grinder: $30Portable Machine or Repairable Accessory: $15Sincerely,The Customer Service Team
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The business has stated that they spoke to me on the 12th which is correct The technician I spoke to early morning on the 12th, suggested he would get manager approval to submit for call tag to pick up the product I have in my possession and replace that product with the same product in good working order He indicated that I would receive call tag information by the end of the day which did not happenCurrently as it stands, they have done nothing other than a discussion on what the problem was and a commitment to provide call tag and replacement which has not happened I am not happy as there has not been any results from that call, only an empty promise to resolve with no actions to date I called them back at 4pm yesterday the 12th to notify them that I had not yet rec'd any communication regarding the promised call tag and followed that phone call with another email which has also gone unanswered This is not closed until I have replacement product in my possession that is in good working condition and commitment from the business that if I have any problems, I have the right information to contact some live to discuss and not simply rely on email "ping pong" 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]