I am rejecting this response because: I am not available after today to wait for UPS Smith Noble received the emails and chose not to respond I cc'd some of those emails to various people, including the Revdex.com Specialist All of the people who were cc'd received those emails I posted a response on the Revdex.com complaint, which generated an email to Smith Noble from Revdex.com I asked the Revdex.com Specialist to forward a message, and she did Since Saturday Smith Noble received emails from me and from Revdex.com, and they chose to take no action I have guests coming tomorrow and my living room is no longer available for the storage of their boxes I called FedEx and verified that they have same day pickup Smith Noble was first notified on Saturday that today is their deadline I have scheduled with my handyman to haul the boxes to the garbage dump at 6am tomorrow morning They will be available for pickup all day today, 12/21/
We are working with this customer towards a resolutionThe drapery was remade and then lost in the shipping processWe have taken complete ownership of the shipping mishap and have advised that the drapery can be remade again and sent out via expedited shippingThe customer has refused this offer and is requesting a full refundSmith & Noble does not have a refund policy due the custom nature of our product, but does have a satisfaction guarantee to make the product/order righthttp://www.smithandnoble.com/customer-service-satisfaction-guaranteePlease let us know if we can be of further assistance
Initial Business Response / [redacted] (1000, 6, 2015/06/17) */ In an effort to provide the best warranty resolution for the customer, we have done the following: 2/15/customer informed us that they had a broken internal cord from a shade purchased in the summer of Unfortunately the product was discontinued Prior to that date, the customer had called in regarding satisfaction of his product and had discussions about our day exchange policy in which he did not continue to pursue Due to the product being discontinued, we offered a warranty credit towards any of our current products for the amount in which he paid The customer decided to upgrade fabric shades and we processed his new order in April The customer then didn't like his new selection so we processed a day exchange on his 2nd order following his review of samples of his newly selected fabric in MayAgain, the customer upgraded his reselection but did approve the charge which was processed in JuneHe then reported that he didn't like this replacement order In June the customer again changed his mind but wanted to go back to his original fabric without liners on the shadeAt that point we explained that he had already used his day exchange and that he would responsible for the costs The customer has gone to twitter, Yelp and to you, the Revdex.com in an effort to get a refund from his orderOur publish policy is that our products are customer and that we do not refund ordersHowever, due to the ongoing concerns, we are willing to do so in this caseToday we have emailed the customer options which includes exchanges at no charge with partial credits or a return of all goods for full credit for the three affect lines
Our management team has been trying to assist to our customer to resolve her concerns regarding a recent purchase since November 12th Customer prefers email communication She initially had concerns with the hardware brackets A parts order was placed for correct mounting brackets These parts did not address her concernsThe customer escalated to a manager on 11/who sent a second parts order, instructions, and offered to refund shipping on the original order for the hardware On 11/customer again escalated to CEO regarding incorrect parts and inadequate compensation A department manager took over account and began to emailing the customer to clarify parts needed No response from customer was received by phone or email Department manager emailed again to advise Smith & Noble will send parts with expedited shipping Order was delivered on 12/ Manager emailed customer stating "I have tracked your shipment today and your brackets are in route and estimated to arrive by end of day todayPlease let us know these parts solve your mounting concernsShould you need further assistance I will be returning on Monday, November On 11/28, department manager called number of file and left a voicemail and sent a followup email stating " I wanted to make sure you got the delivery of the brackets on 11/I see that UPS left them by your garageI am hoping you were able to get the rods installedI have left a message to discuss your experience, however we get a voicemail stating we the called another phone numberI am not sure if your voicemail is being forwarded to another phone numberI do understanding that the previous manager promised to refund the shipping chargesWe have ta [redacted] care of that for your today and you should see a credit to your Visa within 2-business daysAgain, I would love an opportunity to speak directly with youPlease let me know what number I should call and the best time of day to reach you." On 12/5, the department manager again reached out via email stating " I know this is a busy time of yearI thought I would reach out one more time to make sure you were able to install your rodsIf you would like to speak with me, please feel free to call me directly." The customer has not responded via email or phone until 12/and reached out to CEO by email expressing dissatisfaction with the level of service, teh quality, the drapery stitching and compensation She is requesting a full refund CEO called and emailed customer stating I am having difficulty reaching you at XXX-XXX-XXXX When convenient, can you please call me at XXX-XXX-XXXX? 12/Customer began posting negative reviews on social media platforms CEO then emailed customer again stating "Please see below for refunds totaling $4,that we have credited to your credit card todayDepartment Manager will be following up with you to arrange for the piof our products at our expense I regret that we were unable to meet your expectations Department manager then emailed customer to arrange pick up Waiting on customer's response to coordinate product pickup of merchandise
Initial Business Response / [redacted] (1000, 8, 2016/04/12) */ We have been working with the customer for many yearsThe customer has chosen to replace various products under warranty with a more expensive selection than originally purchasedHe originally paid for a product that was in price range A and wants it replaced with a product from price range D which is a huge differenceThe customer does not want to pay out of pocket for this difference but there is a balance due of about $3,with the upgrades madeWe cannot accommodate this request from the customer since we have already made adjustments of about $(warranty credit plus payment made by customer in December) but you we can offer for him to send the product back that he received in DecemberOnce received we will provide a refund for what he paid for those items which is a total of $1,The customer has days to return the product and receive a full refund, the deadline date is April 22ndThe customer can ship these items to: Smith & Noble Attention: [redacted] California Ave Corona,CA XXXXX He can also add his service request number of #XXXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was instructed by [redacted] the SN rep, to donate the product that was shipped with the wrong material to GoodwillSo I did as recommended by [redacted] since Smith+Noble did not want the product back (prior to this complaint)I no longer have the product in my home Thank you [redacted] Final Business Response / [redacted] (4000, 16, 2016/04/19) */ We have received approval to refund customer [redacted] as an exceptionA request has been submitted to our accounting department to refund $1,This will take 7-business days to be processedThank you, [redacted] Final Consumer Response / [redacted] (2000, 18, 2016/04/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the refund of $1,from Smith+NobleIt was a dreadful months process that ended with the help of Revdex.comThank you However, I would like to note that the company is still at fault for not replacing the defective products in our home that did not pass [redacted] legislation, thus are harmful and dangerous to our young toddlersWe will now work with Costco to purchase and replace them with products that are up to standards I will never go back to S+N as a customer, and will let our families and friends know on Facebook of the horrendous experience we've had with this companyIf this is how they run there business then we will let our families and friends know so they can steer clear of S+N
I am rejecting this response because: I am not available after today to wait for UPS Smith Noble received the emails and chose not to respond I cc'd some of those emails to various people, including the Revdex.com Specialist All of the people who were cc'd received those emails I posted a response on the Revdex.com complaint, which generated an email to Smith Noble from Revdex.com I asked the Revdex.com Specialist to forward a message, and she did Since Saturday Smith Noble received emails from me and from Revdex.com, and they chose to take no action I have guests coming tomorrow and my living room is no longer available for the storage of their boxes I called FedEx and verified that they have same day pickup Smith Noble was first notified on Saturday that today is their deadline I have scheduled with my handyman to haul the boxes to the garbage dump at 6am tomorrow morning They will be available for pickup all day today, 12/21/
We are working with this customer towards a resolutionThe drapery was remade and then lost in the shipping processWe have taken complete ownership of the shipping mishap and have advised that the drapery can be remade again and sent out via expedited shippingThe customer has refused this offer and is requesting a full refundSmith & Noble does not have a refund policy due the custom nature of our product, but does have a satisfaction guarantee to make the product/order righthttp://www.smithandnoble.com/customer-service-satisfaction-guaranteePlease let us know if we can be of further assistance
Initial Business Response / [redacted] (1000, 6, 2015/06/17) */ In an effort to provide the best warranty resolution for the customer, we have done the following: 2/15/customer informed us that they had a broken internal cord from a shade purchased in the summer of Unfortunately the product was discontinued Prior to that date, the customer had called in regarding satisfaction of his product and had discussions about our day exchange policy in which he did not continue to pursue Due to the product being discontinued, we offered a warranty credit towards any of our current products for the amount in which he paid The customer decided to upgrade fabric shades and we processed his new order in April The customer then didn't like his new selection so we processed a day exchange on his 2nd order following his review of samples of his newly selected fabric in MayAgain, the customer upgraded his reselection but did approve the charge which was processed in JuneHe then reported that he didn't like this replacement order In June the customer again changed his mind but wanted to go back to his original fabric without liners on the shadeAt that point we explained that he had already used his day exchange and that he would responsible for the costs The customer has gone to twitter, Yelp and to you, the Revdex.com in an effort to get a refund from his orderOur publish policy is that our products are customer and that we do not refund ordersHowever, due to the ongoing concerns, we are willing to do so in this caseToday we have emailed the customer options which includes exchanges at no charge with partial credits or a return of all goods for full credit for the three affect lines
Our management team has been trying to assist to our customer to resolve her concerns regarding a recent purchase since November 12th Customer prefers email communication She initially had concerns with the hardware brackets A parts order was placed for correct mounting brackets These parts did not address her concernsThe customer escalated to a manager on 11/who sent a second parts order, instructions, and offered to refund shipping on the original order for the hardware On 11/customer again escalated to CEO regarding incorrect parts and inadequate compensation A department manager took over account and began to emailing the customer to clarify parts needed No response from customer was received by phone or email Department manager emailed again to advise Smith & Noble will send parts with expedited shipping Order was delivered on 12/ Manager emailed customer stating "I have tracked your shipment today and your brackets are in route and estimated to arrive by end of day todayPlease let us know these parts solve your mounting concernsShould you need further assistance I will be returning on Monday, November On 11/28, department manager called number of file and left a voicemail and sent a followup email stating " I wanted to make sure you got the delivery of the brackets on 11/I see that UPS left them by your garageI am hoping you were able to get the rods installedI have left a message to discuss your experience, however we get a voicemail stating we the called another phone numberI am not sure if your voicemail is being forwarded to another phone numberI do understanding that the previous manager promised to refund the shipping chargesWe have ta [redacted] care of that for your today and you should see a credit to your Visa within 2-business daysAgain, I would love an opportunity to speak directly with youPlease let me know what number I should call and the best time of day to reach you." On 12/5, the department manager again reached out via email stating " I know this is a busy time of yearI thought I would reach out one more time to make sure you were able to install your rodsIf you would like to speak with me, please feel free to call me directly." The customer has not responded via email or phone until 12/and reached out to CEO by email expressing dissatisfaction with the level of service, teh quality, the drapery stitching and compensation She is requesting a full refund CEO called and emailed customer stating I am having difficulty reaching you at XXX-XXX-XXXX When convenient, can you please call me at XXX-XXX-XXXX? 12/Customer began posting negative reviews on social media platforms CEO then emailed customer again stating "Please see below for refunds totaling $4,that we have credited to your credit card todayDepartment Manager will be following up with you to arrange for the piof our products at our expense I regret that we were unable to meet your expectations Department manager then emailed customer to arrange pick up Waiting on customer's response to coordinate product pickup of merchandise
Initial Business Response / [redacted] (1000, 8, 2016/04/12) */ We have been working with the customer for many yearsThe customer has chosen to replace various products under warranty with a more expensive selection than originally purchasedHe originally paid for a product that was in price range A and wants it replaced with a product from price range D which is a huge differenceThe customer does not want to pay out of pocket for this difference but there is a balance due of about $3,with the upgrades madeWe cannot accommodate this request from the customer since we have already made adjustments of about $(warranty credit plus payment made by customer in December) but you we can offer for him to send the product back that he received in DecemberOnce received we will provide a refund for what he paid for those items which is a total of $1,The customer has days to return the product and receive a full refund, the deadline date is April 22ndThe customer can ship these items to: Smith & Noble Attention: [redacted] California Ave Corona,CA XXXXX He can also add his service request number of #XXXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was instructed by [redacted] the SN rep, to donate the product that was shipped with the wrong material to GoodwillSo I did as recommended by [redacted] since Smith+Noble did not want the product back (prior to this complaint)I no longer have the product in my home Thank you [redacted] Final Business Response / [redacted] (4000, 16, 2016/04/19) */ We have received approval to refund customer [redacted] as an exceptionA request has been submitted to our accounting department to refund $1,This will take 7-business days to be processedThank you, [redacted] Final Consumer Response / [redacted] (2000, 18, 2016/04/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the refund of $1,from Smith+NobleIt was a dreadful months process that ended with the help of Revdex.comThank you However, I would like to note that the company is still at fault for not replacing the defective products in our home that did not pass [redacted] legislation, thus are harmful and dangerous to our young toddlersWe will now work with Costco to purchase and replace them with products that are up to standards I will never go back to S+N as a customer, and will let our families and friends know on Facebook of the horrendous experience we've had with this companyIf this is how they run there business then we will let our families and friends know so they can steer clear of S+N