SENTRY VINYL

Good Afternoon, TWe do apologize this order had fallen into a backorder, his order was placed 2/and processed the order to our manufacturer right awaywe were informed the item was back order until April at which time we notified the customer The customer cancelled the order and they were credited in full immediately.Best 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 Sincerely, [redacted]

Good Morning, This customer called 4/indicating he wanted to return his products because he ordered the incorrect feet for his table and, he stated the drawer was not what he purchasedBefore we had the customer return the item at his expense we wanted to confirm with the manufacturer that they did indeed the ship the correct items because had they not, we would have had them pick up the items so the customer would not incur the expenseWe did this to assist and protect the customer so it took two days to complete the informationOnce confirmed the correct items shipped a return authorization was emailed days laterThe return authorization specifically states: Once this is shipped back, please email me or call me with the return tracking # so that I can track it back for your credit However, tracking was never providedIt was not provided until Yesterday When we did receive his email yesterday with the tracking as per attached email, we did put in a request with the John boos warehouse, where the items were returned, to confirm the items were received back in good conditionThis is a large warehouse that ships all over the US and it can take a day or two for them to provide the correct informationAs soon as we have that confirmation, which should be today, the customer will receive his credit according to our terms and policies.Best Regards,Arlene P***Customer Service

Good Afternoon, The items ordered by this customer are shown on this [redacted] the customer had to view this page before ordering as we are an internet company Everywhere on this page we state: For use in customer supplied cabinet - Cabinet Not Included We state this above the price, we reiterate it under the image (Cabinets not included), again in the features we indicate: For use in customer supplied cabinet - Cabinet Not IncludedWe also include installation instructions which show all the parts included and detailes specifications showing the dimensions of the insertWhat we are selling is the [redacted] Chef's Double Pantry System which fits into the customers cabinetsJust the insert, not the cabinetThis was explained to the cusotmer and the customer requested to returnWe did provide his return authorization which did provide our return information and our return policyThe return policy is also linked on every page and is emailed to the customer the day after they place the order The return policy states: "Returns for other reasons must be made within days, freight paid, and with an appropriate RANThe goods must be in the original packaging complete with all original contents, including manuals and warranty cards; and be in re-saleable conditionCredits are less the original shipping charges incurred for the original shipmentsThere is no restocking fee if an order is placed for an exchange or replacement of equal or greater valueOtherwise, you may choose a Store Credit, less any shipping fees for use at any of our online stores; or a refund less a 15% deduction and less the initial shipping charges incurred."We have attached the customers receipt which also outlined the return information and we have attached the return authorization which outlined the sameIt is unfortunate that it was not noticed that we were just selling a pantry insert and not the pantry however we did handle this order according to our policiesBest Regards,Arlene P***Customer Service

The customer is correct in indicating that we need to be notified of damages within days On this order which shipped 12/15/2014, we were not notified until 2/17/that the item was damaged which was well past the allotted time frame Our customers have to agree to our terms and policies on our shopping carts in order to complete their purchase so that we can be sure they have reviewed them Our terms and policies state the following: Damages:Shipping damage is very rare but, unfortunately, it sometimes happens However, if procedures are followed we will be able to resolve issues quickly and satisfactorilyIt is of the utmost importance that any damages are reported to us as soon as possible and not later than days from receipt of packages because no damage claims will be accepted by shipping companies after days from date of delivery If you allow this time to elapse no claims can be made; a return cannot be accepted and we will be unable to provide a replacement or refundIf you intend to store an item for later use you should unpack it and examine for possible hidden damagePlease report any damage by email to [redacted] or by phone at [redacted] and we will be ready to help.We reiterate this on the receipt that we email the following day indicating: Damaged Goods: · If a product is damaged in transit, we will help claim insurance from the shipping company, but this must be done within daysIf you allow this time to elapse no claims can be made and the return cannot be accepted· If you intend to store an item for later use you must unpack the item and examine it for possible hidden damage, as claims CANNOT be done for orders older than daysDue to the late notification, we did not do a replacement however the customer sates: I asked if they would at least give me a discount, and they simply recited their day examination policyHowever, we did notify the customer via phone that we could offer a -discount on their order The customer indicated: I'll take what you can give me, but I'd feel better if you made it 20% We credited the $on 3/2/to the same credit card that they purchased onBest Regards [redacted] ***

Complaint: [redacted] I am rejecting this response because: What offer to to correct at no cost to me? Sincerely, [redacted]

Good Afternoon,In good faith we will credit *** *** **his restocking all though this is not our practice Our terms and policies are linked on every page and when he checked out on our shopping cart, he also had to check the box indicating he agreed to the terms and policies. ***/kau/terms.html#Returns which indicate: Returns for other reasons must be made within days, freight paid, and with an appropriate RANThe goods must be in the original packaging complete with all original contents, including manuals and warranty cards; and be in re-saleable conditionCredits are less the original shipping charges incurred for the original shipments. There is no restocking fee if an order is placed for an exchange or replacement of equal or greater valueOtherwise, you may choose full Store Credit for use at any of our online stores; or a refund less a 15% deduction and less the initial shipping charges incurred.Also, *** *** is indicating his return process was difficult To clarify*** *** initially called indicating he received the wrong item It took a couple days to determine what was shipped was indeed what he ordered, it was just that that it was the wrong item for his needs Once the correct item being shipped was clarified a detailed return authorization was sent with notes indicating for quicker credit please supply return tracking Return tracking was not providedAgain the return items go to a manufacturer who supplies numerous items to all retailers and consumers in the US and it can take a week or two from the time the receive an item to inspect it for return damages and get it through their processing department for credit Had return tracking been provided as requested it would have been much quicker. We have closed this report and customer complaint on our end. Best Regards,Arlene P***

Dear Revdex.com,
We received your complaint ID ***. Thank you for bringing this to our attentionWe have been
in contact with Mr*** and been unable to resolve his issue to his liking
On 5/12/Mr*** purchased rolling shelves to install in his cabinets via
our
websiteIn order to checkout and complete his purchase, Mr*** was
required to acknowledge that he read and understood the terms associated with
his orderThe items that Mr*** purchased are customized and must be
altered to fit his own cabinetsBecause the items are altered to fit an
individual’s specific cabinets, they are not returnable after an attempt at
instillation has been madeAs Mr*** indicates himself in his complaint,
he cut the shelves in an attempt to install themAt no point did he contact us
to indicate he was having difficulty or that he required clarification on the
correct way to install themApparently, he made a mistake in cutting the
shelves rendering them useless to himWe offered to correct his mistake at no
cost to him, but he did not wish to incur the cost of re shipping the shelves
We have sold thousands of these shelves
and have not had any complaints regarding instillationIn addition to
providing instructions directly on our website, the manufacturer also includes
instructions in the packagingIn this case, Mr*** made a mistake during
the instillation processWe offered to fix his mistake but he refusedHe then
sent the items back without notification and without a return authorization
(RAN.) Mr*** acknowledges that he cut these shelves in his
complaint and as such, they cannot be returned. He indicated: If he would
like the cut shelves sent back to him, we can certainly do thatAll of this
information would have been provided to him should he have contacted us before
sending the items backOur terms and policies indicate: The goods must be in the original packaging complete with all
original contents, including manuals and warranty cards; and be in re-saleable
condition. Also: Returns must be sent to the address specified in
the RANRegrettably, our address
in *** is offices only so returns cannot be acceptedand Items which have been installed or assembled, or that have
been modified or altered in any way, are not returnable
Please feel free to contact us if you
require any additional informationThanks again

As indicated there would not be a credit in full on this order unfortunately as the item information was accurate the instructions per the manufacturer were accurate Per the customers email: The instructions are with the returnThe instructions say measure from the inside of the hinges and take off a inchUnfortunately for me the hinges stick out a inch into the cabinets on each side, so now I have a inch and a half on each sideIt was when I was trying figure out how to mount the hardware to slide the drawers in when I discovered my screw upLike I said MY screw up. We are unable to take back an item that had been alteredWe also do not accept returns without a return authorizationA request for a return authorization was not madeHad it been made we would have pointed out at that time that the item was not returnable because it was a custom item made specifically to the size he ordered This matter has been closed on our end

Complaint: ***
I am rejecting this response because: It's not totally true If I hadn't gone to the Revdex.com and my credit card company, they wouldn't have refunded me
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] , they advertise " easy returns on theire web site" it is not easy ! when I told them I want to return 1 item they did everything they could to say it would  fit instead of giving me a RA# I had to call them back + why are they not in communication with [redacted] that I retured the item " what happened to "easy returns" that is advertised on their web site ? ) + on their web site they describe the drawer as roller bearing (it is not roller bearing it is just a slide, but I installed it and am happy with it) they dragged their feet in my opinion every step to give me my return. + those flange feet would not fit my table as they advertised so I believe I should get full purchace price back $73.20 thank you [redacted].

Good Afternoon, We did reach out to this customer on 11/28/17 after receiving more images and we have credited the customer in full on 11/28/17. Please extend our sincere apology to this customer as we did not know [redacted] had changed the design on this model number.  We let...

the customer keep the item and we also credited them in full. Best  Regards,Arlene P[redacted]Customer Service Manager

Good Afternoon, TWe do apologize this order had fallen into a backorder, his order was placed 2/22 and processed the order to our manufacturer right away. we were informed the item was back order until April at which time we notified the customer.  The customer cancelled the order and they...

were credited in full immediately.Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: What offer to to correct at no cost to me?
Sincerely,
[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.
Sincerely,
[redacted]

The customer is correct in indicating that we need to be notified of damages within 10 days.  On this order which shipped 12/15/2014, we were not notified until 2/17/2015 that the item was damaged which was well past the allotted time frame.  Our customers have to agree to our terms and...

policies on our shopping carts in order to complete their purchase so that we can be sure they have reviewed them.  Our terms and policies state the following: Damages:Shipping damage is very rare but, unfortunately, it sometimes happens.  However, if procedures are followed we will be able to resolve issues quickly and satisfactorily. It is of the utmost importance that any damages are reported to us as soon as possible and not later than 10 days from receipt of packages because no damage claims will be accepted by shipping companies after 10 days from date of delivery.  If you allow this time to elapse no claims can be made; a return cannot be accepted and we will be unable to provide a replacement or refund. If you intend to store an item for later use you should unpack it and examine for possible hidden damage. Please report any damage by email to [redacted] or by phone at [redacted] and we will be ready to help.We reiterate this on the receipt that we email the following day indicating: Damaged
Goods:
·        
If a product is
damaged in transit, we will help claim insurance from the shipping company, but
this must be done within 10 days. If you allow this time to elapse no claims
can be made and the return cannot be accepted.
·        
If you intend to
store an item for later use you must unpack the item and examine it for
possible hidden damage, as claims CANNOT be done for orders older than 10 days.
Due to the late notification, we did not do a replacement however the customer sates: I asked if they would at least give me a discount, and they simply recited their 10 day examination policy.
However, we did notify the customer via phone that we could offer a -100.00 discount on their order.  The customer indicated:  I'll take what you can give me, but I'd feel better if you made it 20%.  We credited the $100.00 on 3/2/15 to the same credit card that they purchased on.
Best 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.
Sincerely,
[redacted]

Good Afternoon, The items ordered by this customer are shown on this page: [redacted] . the customer had to view this page before ordering as we are an internet company.  Everywhere on this page we state: For use in customer supplied...

cabinet - Cabinet Not Included.  We state this above the price, we reiterate it under the image (Cabinets not included), again in the features we indicate: For use in customer supplied cabinet - Cabinet Not Included. We also include installation instructions which show all the parts included and detailes specifications showing the dimensions of the insert. What we are selling is the [redacted] Chef's Double Pantry System which fits into the customers cabinets. Just the insert, not the cabinet. This was explained to the cusotmer and the customer requested to return. We did provide his return authorization which did provide our return information and our return policy. The return policy is also linked on every page and is emailed to the customer the day after they place the order.  The return policy states: "Returns for other reasons must be made within 30 days, freight paid, and with an appropriate RAN. The goods must be in the original packaging complete with all original contents, including manuals and warranty cards; and be in re-saleable condition. Credits are less the original shipping charges incurred for the original shipments. There is no restocking fee if an order is placed for an exchange or replacement of equal or greater value. Otherwise, you may choose a Store Credit, less any shipping fees for use at any of our online stores; or a refund less a 15% deduction and less the initial shipping charges incurred."We have attached the customers receipt which also outlined the return information and we have attached the return authorization which outlined the same. It is unfortunate that it was not noticed that we were just selling a pantry insert and not the pantry however we did handle this order according to our policies. Best Regards,Arlene P[redacted]Customer Service

Good Morning, This customer called 4/27 indicating he wanted to return his products because he ordered the incorrect feet for his table and, he stated the drawer was not what he purchased. Before we had the customer return the item at his expense we wanted to confirm with the manufacturer that they...

did indeed the ship the correct items because had they not, we would have had them pick up the items so the customer would not incur the expense. We did this to assist and protect the customer so it took two days to complete the information. Once confirmed the correct items shipped a return authorization was emailed 2 days later. The return authorization specifically states: .  Once this is shipped back, please email me or call me with the return tracking # so that I can track it back for your credit.  However, tracking was never provided. It was not provided until Yesterday.  When we did receive his email yesterday with the tracking as per attached email, we did put in a request with the John boos warehouse, where the items were returned, to confirm the items were received back in good condition. This is a large warehouse that ships all over the US and it can take a day or two for them to provide the correct information. As soon as we have that confirmation, which should be today, the customer will receive his credit according to our terms and policies.Best Regards,Arlene P[redacted]Customer Service