Thank you for bringing this to our attentionOur Customer Service Management has been in touch with the customer, and informed him that we do not have the required axles in stock to complete an exchangeThis issue has been resolved in that we are monitoring inventory and will be alerting the customer when the product comes back in stock At this point we will ask the customer to send back the axles and we will complete the exchangeThanks again and have a great day
I'd like to apologize to the customer for their experience We train our staff to rely on our posted policies whenever possible, and in this case the issue was that the purchase in question was days old at the time the customer first contacted us to request a return We are always happy to handle returns up to days, which is our posted policy I'm sorry we did not meet the customer's expectation, and we'll review to see how we could have better handled As a courtesy we will be providing a return label to handle the customer's return shipping, and will offer a refund, and if interested help the customer find the product that will fit The manager of our Customer Service team has called and left a message for the customer to reinforce all this, and provided the direct phone number Thanks and we apologize again
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me It sure would have been nice if they had taken care of this at the time I originally calledIt was a lot of work to get all worked up and complain to the Revdex.com and track down the Vice President of the companies email address so I could inform him of my unhappiness with the situation I will be sending back the parts I purchased and I hope to get the new correct parts sent back out to meI think a second chance is warranted hereThe company does really seem to want my business
Thank you for the details regarding your issue We have conducted a thorough investigation on our side as we take every customer issue seriously We are able to refund the customer the purchase amount following return of the axles We have provided pre-paid return postage labels which are available for the customer through [redacted] (the marketplace where this purchase was made) The customer has opened return requests through eBay, and we will certainly honor those requests and refund the customer At this point we are awaiting return of the product As noted return shipping labels have been provided The customer has indicated a desire to return the axles because "doesn't seem authentic" - we can guarantee that we shipped the customer authentic Sixity axles and stand behind our product quality.In reference to the customer's notion that we have promised to refund the customer without receiving the axles in return - this is not something that we would agree to, and we have attempted to meet the needs of the customer as best we can by providing postage-paid return labels We have discussed this particular customer's experience with our customer service staff and we have no records: written, recorded or otherwise, that demonstrate an agreement with the customer to break from our policies and procedures to provide a refund without receiving back the product in question.We apologize if the customer's shopping experience did not meet expectations
Thanks for the opportunity to respond to this message We have withdrawn the original PayPal reimbursement for $and issued a money order for $to Mr*** It is in the mail and should be received any day now We apologize for the inconvenience of this transaction We invest a lot of time and resources into our customer relationship team and managing issues as best we can, and feel badly that we were not able to satisfactorily resolve this earlier Being an online-only retailer we traditionally handle all refunds via credit card and PayPal, so this was a new request for us, and one we'll learn from and handle better in the future I understand the customer's hesitance to further divulge financial information.Hopefully the money order successfully arrives and is to Mr***'s satisfaction If not please feel free to contact me directly at [redacted] .Thanks, [redacted] ***VP, Sixity Inc
I am rejecting this response because: I have not received a refund of products nor have sixity and myself come up with a conclusion on how to pay for the mechanic work for their partial install and removal of bad product
We're sorry to hear the customer is not happy with our response We have issued a full refund and covered the mailing label to return the product It is not our policy to pay for mechanic fees The listing we recommended was based on needing a boltcentric spacer, and we were not aware they were looking for a hubcentric spacer The listing in question clearly outlines that these are boltcentric spacers We also do not have a record of receiving the customer's VIN, which would have allowed us to be absolutely certain of the customer's product need We apologize for the customer's experience, but we feel we have appropriately handled the situation Thank you
Thank you for bringing this to our attentionOur Customer Service Management has been in touch with the customer, and informed him that we do not have the required axles in stock to complete an exchangeThis issue has been resolved in that we are monitoring inventory and will be alerting the customer when the product comes back in stock At this point we will ask the customer to send back the axles and we will complete the exchangeThanks again and have a great day
I'd like to apologize to the customer for their experience We train our staff to rely on our posted policies whenever possible, and in this case the issue was that the purchase in question was days old at the time the customer first contacted us to request a return We are always happy to handle returns up to days, which is our posted policy I'm sorry we did not meet the customer's expectation, and we'll review to see how we could have better handled As a courtesy we will be providing a return label to handle the customer's return shipping, and will offer a refund, and if interested help the customer find the product that will fit The manager of our Customer Service team has called and left a message for the customer to reinforce all this, and provided the direct phone number Thanks and we apologize again
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me It sure would have been nice if they had taken care of this at the time I originally calledIt was a lot of work to get all worked up and complain to the Revdex.com and track down the Vice President of the companies email address so I could inform him of my unhappiness with the situation I will be sending back the parts I purchased and I hope to get the new correct parts sent back out to meI think a second chance is warranted hereThe company does really seem to want my business
Thank you for the details regarding your issue We have conducted a thorough investigation on our side as we take every customer issue seriously We are able to refund the customer the purchase amount following return of the axles We have provided pre-paid return postage labels which are available for the customer through [redacted] (the marketplace where this purchase was made) The customer has opened return requests through eBay, and we will certainly honor those requests and refund the customer At this point we are awaiting return of the product As noted return shipping labels have been provided The customer has indicated a desire to return the axles because "doesn't seem authentic" - we can guarantee that we shipped the customer authentic Sixity axles and stand behind our product quality.In reference to the customer's notion that we have promised to refund the customer without receiving the axles in return - this is not something that we would agree to, and we have attempted to meet the needs of the customer as best we can by providing postage-paid return labels We have discussed this particular customer's experience with our customer service staff and we have no records: written, recorded or otherwise, that demonstrate an agreement with the customer to break from our policies and procedures to provide a refund without receiving back the product in question.We apologize if the customer's shopping experience did not meet expectations
They are going to replace my parts when they get them back in stock thanks
Thanks for the opportunity to respond to this message We have withdrawn the original PayPal reimbursement for $and issued a money order for $to Mr*** It is in the mail and should be received any day now We apologize for the inconvenience of this transaction We invest a lot of time and resources into our customer relationship team and managing issues as best we can, and feel badly that we were not able to satisfactorily resolve this earlier Being an online-only retailer we traditionally handle all refunds via credit card and PayPal, so this was a new request for us, and one we'll learn from and handle better in the future I understand the customer's hesitance to further divulge financial information.Hopefully the money order successfully arrives and is to Mr***'s satisfaction If not please feel free to contact me directly at [redacted] .Thanks, [redacted] ***VP, Sixity Inc
I am rejecting this response because: I have not received a refund of products nor have sixity and myself come up with a conclusion on how to pay for the mechanic work for their partial install and removal of bad product
We're sorry to hear the customer is not happy with our response We have issued a full refund and covered the mailing label to return the product It is not our policy to pay for mechanic fees The listing we recommended was based on needing a boltcentric spacer, and we were not aware they were looking for a hubcentric spacer The listing in question clearly outlines that these are boltcentric spacers We also do not have a record of receiving the customer's VIN, which would have allowed us to be absolutely certain of the customer's product need We apologize for the customer's experience, but we feel we have appropriately handled the situation Thank you