Shred This, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved becThis still does not satisfy the fact that I purchased an order for PRE_ASSEMBLED cabinetsHow it acceptable that I after being without a kitchen for so long and required to take parts off of damaged cabinets (damage that was the result of shipping and also manufacturer defects), and assemble this myself???? I ordered these cabinets in September and from the last reply from this company it is clear I was without a kitchen all the way up to JanuaryHow is this acceptble?? I requested several times to talk to the ownerThere were a million excuses ieShe doesnt talk to people, Shes on Maternity Leave, she was on vacationWhat owner doesnt speak to a customer after they cannot recieve satisfaction from anyone else? There was never any apology for the terrible service or product I receivedI have had the worst few years of my lifeMy Husband burned down my home and committed suicide years ago and this home was supposed to be a new start for mePart of the new start was remodeling the kitchenI was excited to be getting new cabinets and to begin nesting in my home and from the first delivery of these poorly crafted cabinets all the way to now it has been just a nightmareNo I am still not satisfied with the response from RTA.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are very sorry that there had to be an additional shipping charge appliedUnfortunately, it's not as easy as entering a zip code into a system to calculate a shipping cost right on the website, prior to checkoutThere are numerous variables involved: the weight of the cabinets, where the
cabinets ship from, where they ship to, the freight company that is shipping, how the items are packed, etcWith all these factors, it's impossible to have an automated system to calculate an accurate shipping chargeThis is why we state on the site that orders placed for items that are of a larger size could be subject to higher shipping chargesIf that item happened to be shipping to a location close to the warehouse and the shipping location was easy access for freight companies, the shipping may not be that much at all, so nothing extra would be neededThis is why we say it "may" be chargedThere really is no way for us to know until we know exactly what the customer will be ordering and where it will be shipping toWe have many customers inquire with us before purchasing to find out if there will be an extra fee for an over-sized item, and we are able to get that info for them so they can make a decision prior to purchasingHowever, if an order is placed for one of these special items, we do need to make sure extra shipping won't be needed and will contact the customer if it isAs was mentioned, the shipping charge is more than half of the cost of the actual vanity, this is exactly the reason why we need to charge the extra fee, we would love to be able to completely cover all shipping charges, but we wouldn't be able to operate very long if we didWe do offer free shipping for orders over $and even then we have to cover some large shipping charges, but we just aren't able to for smaller orders.As mentioned before, certain warehouse locations are more favorable than othersIf the customer would like to look at a different Grey, specifically the Grey Shaker - *** (it's a painted grey verses a finished grey, so a door sample would be recommended before ordering - ***), we would be able to ship the Grey Shaker 48" vanity for the website shipping charge of $and no additional shipping chargesThe 48" vanity can be found here: *** If this is a viable option, please let us know!

We sincerely apologize for the need to charge extra shippingUnfortunately, certain items must be shipped with freight companies and simply cannot be shipped with *** GroundFor larger items like a pantry, it has to be shipped on a pallet for safety, otherwise, it will be damaged in transitWe
certainly do not try and hide anything in fine print, we try and put all policies as many places as possible on the website so our customers know what to expect when orderingWe do state that large cabinets will have to be shipped with a certain number of additional cabinets or be subject to a higher shipping charge (since freight shipping is much more costly than ground shipping)We list this on our shipping information page, as well as every single cabinet finish pageWe absolutely do not try and hide any information at any time and always operate with full disclosure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Hopefully anyone reading this can see through the lip service the company is payingNotice they don't define things like 'quickly' when talking about how fast replacements are sent outMy Back-ordered items should show up about or weeks after my original order was placed, and three weeks or so after the first delivery and claimIf you consider this to be a reasonable definition of 'quick' then you should have no problem with themBe aware that they play games with there shipping claims if something is messed upI'm not sure what the TRUE best way is for a customer to handle these damaged or incomplete shipments, but accepting them definitely opens you up to a lot of waiting and excusesIf I had to do it over again, I would arrange for the shipment to be during business hours and if there was a problem, I would get on the phone with them and try to straighten it out before those cabinets came off the truckI know they say to take delivery even with damage, but in hindsight it seems like there may have been a conflict of interest with that advice. When it came to resolving my issues, I received over a dozen emails and wrote about the same going in circles with them hiding behind there manufacturer and shipper taking no blame themselvesSo far my experience is that the cabinets are a fine quality and they look great installed, but if you are on a tight time line or are concerned about conflict resolution you may want to look elsewhereI have now spoken to everyone from the first customer service rep to the president of the company and they are all falling shortTo be clear, I asked for a 50% refund on the Oven cabinet that I received broken and had to repair extensively and 20% off the entire order which I would never have ordered if there was anything on back-orderThis has pushed my project timeline back a couple of weeks and cost me far more than the refundWhen I purchased my cabinets they were or 22% of and currently there is a 40% off sale going onThey offered me $off of my orderThis tells me they are a lot more concerned with bringing in new business than preserving existing business for return customersI guess once your money is in there bank it doesn't matter if they mislead you to get your order, they won't be giving it back.Their response for why they didn't notify me that a cabinet was on back-order was because their manufacturer didn't notify them till shippingThis is a great example of what I have been dealing withThey have a problem with their supplier that negatively effects you (the buyer), but your money is already in their bank so too bad, so sadThe best you will get is a never ending stream of excuse filled emails about how many other business, that you didn't pay or chose, have messed things up and they are just torn up about it.They also didn't start negotiating at all until I went on the Revdex.com website and lodged a complaintThis is another good example of a business that doesn't care about the customer they already haveI have many other examples of them dropping the ball, making apologies and excuses and not taking any real action, but I can't sit here all dayIf you have any questions regarding my experience or if you would like the email transcript and damage photos please don't hesitate to email me at ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
My order (RTA Order #***) clearly states $for shipping and NO WHERE on this receipt does it say to look elsewhere for "different" shipping charges for large items or orders of less than six cabinets, so when I indicated that the information is HIDDEN, that is what I am referring to.Having ordered from this company before, I am well aware that shipping charges are updated as you add or delete from your order. The website knows exactly how much to charge for shipping as well as when not to charge for shipping because you have ordered the minimum amount for free shipping. Therefore, when a website is capable of doing that DOES NOT calculate the appropriate shipping for a large cabinet or an order of less than six cabinets, I must say this is the problem that should not be levied on the purchasing party but rather The RTA Store as they are responsible for what is calculated on the website. To hide behind the verbiage, "We certainly do not try and hide anything in fine print, we try and put all policies as many places as possible on the website so our customers know what to expect when orderingWe do state that large cabinets will have to be shipped with a certain number of additional cabinets or be subject to a higher shipping charge (since freight shipping is much more costly than ground shipping)We list this on our shipping information page, as well as every single cabinet finish pageWe absolutely do not try and hide any information at any time and always operate with full disclosure" is silly rhetoric to hide the fact that when checking out, an inappropriate calculation is made for large items by the website. FIX IT !!! Otherwise, this is DECEPTIVE in every way. And, until you fix it, you need to HONOR what your website charged.I for one do not want to be deceived by such a practice. As resellers, we have to rely on the accuracy of what a vendor's website tells us so that we can accurately quote our clients. If the website shipping charges work for large orders, then clearly it can work appropriately for this specific product.The RTA Store doesn't want to lose money on shipping and I don't want to lose money on my sale. The price I charged my customer was based on the $for shipping I was charged (see attached invoice) and since I was charged $on my invoice, the only thing that is going to resolve this complaint is for the cabinet to be shipped to me for $55.There are millions of websites where you can purchase goods and services. Can you imagine the chaos the world would be in if we had to make sure we checked various places on the site before checking out to ensure that there were no other "shipping rules" that could possibly affect the ultimate price we would pay. I take it as I see it and if The RTA Store has a website that isn't capable of making an appropriate shipping calculations at ALL TIMES, then they should take it down and stop selling until it can do what it's supposed to do !!!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

I have spoken with *** *** and we have worked everything out, everything has been taken care of!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Let me remind them that I ordered these in September and it was their fault that it wasnt shipped right it was there fault that they sent back the wrong piecesIt was their fault that they only sent back partial replacementThey were very rude and unaccomodationg when we made the complaint with their companyWe could never talk to the owner allthough we made several requests to do so, dincce we culd not get any satisfaction from anyone elseThey never offered any kind of compensation for having my kitchen being torn up from September to nowThey always had excuses that they were looking into it The workmanship of th product was very shottyThey put the blame on everyone from the shippers to the manufacturers to me and never took the blame for their own mistakesI have never dealt with a company in my life that was so unaccomodating and hard to work with Therefore I had to live with the nightmare of not having a kitchen from the time full payment was made until March and it was still unsatisfactory.They wanted me to correct their mistakes like I am a carpenter and I would know how to do those thingsTherefore it cost me extra for someone to do this workIt is obvious from their answer they are still not taking any blame for any of it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,Very Unsatisfied Customer
*** ***

We are extremely sorry that the cabinets arrived in less than perfect condition and we began working immediately to resolve everything as soon as we were notified of the problemsTypically, a manufacturer will send out parts and/or replacement cabinets as necessary but in this case, they allowed
for the order to be returned since that's what *** *** preferredWe will be refunding *** *** in full as soon as they're picked up from his homeWe are more than willing to have him switch to a different manufacturer and a different finish, however each manufacturer is different and their cabinets are different so we just aren't able to give the exact same pricing for two completely different cabinet brandsEven though they may look the same, they are not made by the same manufacturer so are not the same cabinets and don't have the same pricingIn addition, the original order placed by *** *** was for Ready to Assemble cabinets and the new order he wants to place is for Pre-Assembled cabinets which will add even more to the cost, we aren't able to match pricing for not only different manufacturers, but also ready to assemble vspre-assembled.We have emailed *** *** to find out exactly which finish he would like to order instead, but haven't heard back from him as of now (we emailed him the morning of 1/** asking about this)Until we do, we aren't able to see how quickly we can get the cabinets to him or if there is anything else we can do with pricingAs soon as he lets us know, we will certainly work with him to get him the best pricing and shipping time possibleWe want to resolve this as quickly as possible so he can move on with his remodel

We have been working with [redacted] on her order. I have explained that we need to change the names of the collections on our site as part of our agreement with the manufacturers of the cabinets. The manufacturer of the cabinets she purchased call them Bristol Chocolate (this is their real name),...

but we change it to Biscotti Cafe on our website. We also send out a shipment confirmation email which states that the boxes will read Bristol Chocolate, just to avoid any confusion. All the cabinets were the correct ones, including the replacements that were sent. [redacted] has since sent images that showed a replacement panel a slightly darker finish than the other cabinets so we are sending that info to the manufacturer and will get new panels if needed. For the Organizer that she's waiting on, that ships from a different warehouse which is why it didn't ship with the cabinets. We've already contacted that warehouse to see where that is and will make sure [redacted] gets it right away.

[redacted] placed an order for ready to assemble cabinets which were delivered in May. There were some freight damage issues with some of the cabinets and we placed a replacement order with the manufacturer and they were promptly sent out and all received in good condition by [redacted]...

also contacted us with a list of items that he didn't want to accept due to some minor issues but we said we would absolutely have them replaced. When we confirmed the list of items, he responded back with a different list, and then when we tried to confirm that one, he sent a third list. We really wanted to make sure everything was to his satisfaction so we pushed the manufacturer to send replacement items even on parts that would never be seen once the cabinets were installed (like the back panel of a cabinet or a side panel of a cabinet that's going next to another cabinet). [redacted] asked for a total of 6 replacements orders, all of which we did but then the manufacturer said that they wouldn't replace any more parts because of how minor the issues were and again, that they would never be seen once installed, would not affect the structural integrity of the cabinet, and were within the standards of the cabinet. We also credited back the customer $200 for issues he experienced, in addition to sending all the replacement parts he asked for. We are not (and never) sell used or damaged items. Sometimes, parts can be damaged in transit or have very minor issues like a small, faint scratch or scuff, and those can be replaced, but after 6 times, it seemed like nothing would satisfy [redacted], unfortunately. Again, we have sent all replacement parts that were asked for, over 6 different requests in addition to a $200 credit.   Attached is an example of one of the panels he continuously asked to be replaced due to a very minor scratch (barely visible). This was a side panel that wouldn't even be seen once installed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
This is lip service again, a decent company would have been going above and beyond to make a customer happy if they messed up like this. Just to emphasis how disappointed I am with the runaround they subjected me to, this is the first time I have ever bothered to review a company in my life! They focus on the damaged cabinets because their policy is not to refund but replace. I'm not sure they want to address the fact that they took my order (money) with the understanding that the order was 3 weeks out and it turned out there were components that still haven't arrived. That's the real issue, I WOULD NOT HAVE PLACED THIS ORDER IF THEY HAD BEEN HONEST. Of course they say they didn't know until it was too late, I don't believe them, but it's neither here nor there. They did make offers to straighten this out, but making low ball offers over and over is not actually meaningful other than the fact they can say the "tried" to settle. I would advise anyone planning on using them that their definitions will probably differ from yours when it comes to time lines. I'm sure they will replace anything that is damaged, the only person that has a downside in that event is the buyer. You have no claim with the shipping company to collect on and probably have a timeline to stick to.Without beating this to death point by point, they messed up with the order, their shipping company messed up with the delivery and their best refund that they offered would have amounted to something like an 8% discount on the order. So they will refund, just not enough to amount to anything. I will make sure that I make every effort to share my story on every forum I find to make sure this company realizes that this is a sad excuse for taking care of a customer. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I assumed that this company would site their website as an excuse so I have placed an order for the same product elsewhere obtaining better pricing and accurate shipping.   Prior to making the purchase, I found 3 different websites that sell this same, exact product from the same manufacturer.  Each and every one of those online businesses had an accurate shipping amount for this specific product calculated correctly by their website. If you are going to do business in the "real world" you need a website that works, not just sometimes but all the time !!!!  As a reseller/contractor, I can't afford to do business with a company that does not have a website that can accurately calculate shipping and/or allows you to check out with a less than acceptable minimum order.My recommendation to others reading this complaint would be to shop around on the internet for the same cabinets shown on this website and compare shipping prices, discounts and minimum orders prior to your purchase.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response by The RTA Store didn't give any path for action or resolution.  Their response just stated their view point of my initial Revdex.com complaint.Their response confirms my complaint that The RTA Store is selling defective/damaged parts as new to customers.  The picture that was attached to their response showing the defective/damaged part just confirms my initial complaint that The RTA Store is sending/selling customers damaged/defective parts and do not want to replace them with New and undamaged and not defective parts.  Their claim that I sent them multiple lists is true, but inaccurate.  I sent them lists of replacement parts and when I received a list for confirmation, Ms. D'[redacted] repeatedly left out items that I needed to be replaced.  That is why there were multiple different list.  It also seems that The RTA Store and the claims manager Ms. D'[redacted] got tired of me sending claims for replacement parts that were defective/damaged.  It's more frustrating from a customers point of view of repeatedly receiving defective/damaged parts from The RTA Store and having to send multiple claims for replacement parts.  Their response also stated that the defect/damage was due to freight, I don't see how multiple cabinet pieces can have paint defects that clearly have touch up paint and claim that the defect and touch up paint was from freight.I also attached the last correspondence (8/** & 8/**)  from The RTA Store regarding their denial of sending me replacement parts for my defective/damaged cabinet pieces.  I responded on 8/**/17 with a list of items that needed replacement, but received a denial from Ms. D'[redacted] on 8/**/17.  As you can read in the email response, Ms. D'[redacted] stated they would send me a "repair kit" for the defective pieces that would "NOT" be replaced.   I don't see how purchasing "NEW" cabinets would require "repair kits" for the customer to use to perform repairs.  If this was the case, I could have purchased "used" cabinets from another retailer at a much cheaper price.   Their responses  clearly confirm my complaint that they are selling defective/damaged parts as "NEW", as well as wanting the customer  to perform repairs on defective/damaged cabinet pieces.  At this point in my complaint with no resolution attempt by The RTA Store, I would like the Revdex.com to agree with my initial complaint of The RTA Store selling "NEW" cabinets as used/defective/damaged based upon the response by The RTA Store and the evidence supplied via attachments.    
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have attempted to resolve this situation numerous times but unfortunately, it isn't satisfactory to our customer. If something arrives damaged, we will have it replaced. There was a damaged panel which the customer requested not to have replaced. If something is missing, we will either find it, or have it resent. The carrier lost a cabinet and could not locate it, so a new one was sent out using expedited shipping. If something is on backorder, we will notify our customer so they're made aware of the delay. In this instance, we did not make our customer aware of the one backordered cabinet and we sincerely apologize about that but we have shipped it out to them using expedited shipping as soon as it came back in.We do everything we can to make sure all of our customers are beyond happy with their purchase. We regret that we weren't able to do that in this case and will continue to work hard in the future towards making each and every customer no less than 100% satisfied.

We would absolutely prefer to have the website calculate shipping based on every individual order and every individual shipping address, but unfortunately, it's just not possible. We would rather not have to put on the site that extra charges may apply to large cabinets ordered by themselves, or with only a few other cabinets. The cost to ship a pantry is too far above $55 that we just aren't able to cover the entire charge. We operate our business with full disclosure and give our customers every opportunity to decide what's best for them and how they'd like to proceed with their orders. Again, we sincerely apologize for any problems the shipping situation has caused, and if we were able to change that so it came up automatically at checkout, or we were able to cover the extra freight charges involved, we absolutely would. To help avoid any future problems, we are also adding this info to the checkout page itself so it can be seen there by customers as well as all the other places that the shipping info is currently on the website.

We are extremely sorry to hear that there were any issues with this order at all. We strive for all orders to be as stress and problem free as possible! Unfortunately, sometimes, the manufacturer will run out of stock of a certain item, but ship the rest of the order so as not to hold it up any...

further. Again, we really apologize that one of the cabinets was out of stock when the order shipped. When anything arrives damaged or if the freight company loses an item in transit, we work as quickly as possible to resolve the issue. With missing items, the freight company has to try to locate the item first, and then if needed, it's reordered. The missing cabinet has already been reordered and is shipping next week. The oven cabinet had damage to a panel which we could have had replaced but the customer chose not to, to save time. Yes, our customer would have to wait for the panel to get there, but part orders process very quickly and the manufacturer will always replace a damaged item if it was damaged in transit. Compensation isn't given in addition to the replacement part, or in lieu of the part, but we do make sure our customer gets replacement parts quickly so they have everything they need without any issues. We really want to work with the customer to make sure they're satisfied, someone has already reached out today to go over any unresolved issues and give the ship date of the last item they're waiting on.

Unfortunately, we have to follow the policies of the freight companies and the manufacturers we work with. They have these policies in place to make sure that issues are taken care of as quickly and efficiently as possible. We also make sure that we give every single one of our customers all the...

information they need to know prior to receiving their delivery to make sure that if anything is missing or damaged upon delivery, they know exactly what to do to ensure they get replacements without any issues. We did send out the shipment confirmation email out to [redacted] [redacted] on March [redacted] which detailed exactly how to accept the delivery and how to inspect all the items after the delivery was made also. We ask to be notified within 5 days because that is what the freight companies require in order to cover any damages. The order was delivered on March [redacted] and we weren't notified until April [redacted] about the damage, which was almost a month later. Because of that, we're not able to file a claim for the damaged pantry which means we would have to pay for a new pantry from the manufacturer and get no sort of credit on the damaged one. We wanted to try and work something out so we offered to split the cost of the pantry with [redacted], so then, she would only be responsible for shipping and half the pantry cost. She wasn't happy with that, so then we offered to pay for the new pantry in full, she would only be responsible for paying for a portion of the shipping charges from the warehouse to her home, and then we would cover the remaining shipping as well. We contacted her about this last week, on April [redacted], but haven't heard back. We sent another followup email yesterday and haven't heard back from [redacted] yet. We would really like to do as much as we can and find a solution that everyone is happy with, hopefully, offering to pay for the pantry in full, and part of the shipping cost is that solution.

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 and the matter has been resolved.
Sincerely,
[redacted]

We will be able to honor the 15% discount even though the sale had already ended. We tried getting in contact with the customer but no one answered the phone. We emailed them back this morning (8/**/2016) but haven't heard a response yet. We just tried calling again but the person who answered said...

they didn't speak English and then hung up. If the customer is able to place the order this week, we will absolutely be able to honor the 15% discount!

Unfortunately, we're not able to control how the cabinets get handled during shipment and sometimes freight carriers are rougher than necessary which results in damage. Some items had some manufactural defect as well. But, all these items were taken care of, everything had brand new replacements sent which is our responsibility to our customers - to make sure they have all items they ordered in great condition. We worked constantly with [redacted] [redacted] to make sure we were getting her exactly what she needed and also specifically explained that for the second set of replacements she requested, it wouldn't be with the doors or hinges since she already had them in perfect condition. We sent 3 sets of replacements since [redacted] wasn't satisfied with the previous ones so we were trying as much as possible to make sure she was happy. Part of why the replacements took so long was because there were so many shipments, but all replacements were delivered by December of last year. In the middle of December is when [redacted] hired a lawyer to try and get a full refund for all the cabinets she had. We had to go back and forth with the lawyer for a little while until [redacted] [redacted] contacted us again herself and we once again, sent another replacement. That was in early January, and was the last we heard from [redacted] until now so as far as we knew, everything had been resolved. Again, we had let [redacted] know in December that she could discard of any remaining damaged cabinets she was holding onto.