Sound Boatworks

Hello [redacted] ,We apologize for the issues associated with your order and have taken the following steps to correct them:- The dolly has been scheduled for pickup by UPS this week, but was delayed due to weather here in the Northeast, it is however tendered to UPS and today, 2/5/15, you will be receiving tracking information for it.- The billing issue on your credit card has also been corrected, this morning, 2/5/15, we have contacted our credit card processor via phone and escalated this issue with them We have manually placed a full refund for $onto your credit card and have included the details below for you Refunds can take anywhere between 4-business days to post onto your credit card activity, however sometimes they can post as soon as hours As I had requested in our email to you, please verify that the credit card number we have on file for you is current and valid, otherwise the refund may not be able to processTransaction ID [redacted] Parent Transaction ID [redacted] Payer E-mail [redacted] First Name [redacted] Last Name [redacted] Street [redacted] City, State Zip [redacted] Country [redacted] Gross Refund Amount -$Tax Amount Refund Status Processing Refund Type Keyed, Manual Pending Reason None Card Number [redacted] [redacted] Refund Date Thu Feb 08:48:EST

Horrible experience The equipment did not arrive in time for a race when I paid over $for day shipping After returning some unused equipment, they never returned my money I went back and forth with them over the phone and email for literally months and every time was promised full compensation To top it off, they double charged me and could not even manage to refund that money I am resorting to a grievance claim with the credit card company Do not buy anything from Sound Boatworks!!!

To Whom it may concern,Since the original date [redacted] had informed me that her credit card had a duplicate charge applied, I had been emailing her back and forth to ensure a credit was placed back onto the card The credit we had initiated through our processor had not completed and posted to [redacted] 's statement by late November, so I advised that she would receive a reimbursement check from our company and it would be [redacted] to her as soon as possible The following day I had to step out of the office for approxweek due to a family issue and didn't properly request another associate to resolve this for [redacted] Upon my return I received an email from [redacted] on December 7th indicating she hadn't received a check yet and wanted this to be taken care of as quickly as possible On the 7th I personally had our bank issue her a certified bank check and then sent the check out via [redacted] she received the check the following day and both of us considered the matter resolved and closed

I recently lodged a complaint with Revdex.com about a transaction with Sound Boatworks, [redacted] I have received a full refund via my Credit Card provider, so now consider the complaint finalised thanks [redacted]

Hello [redacted] ,Earlier this week your husband had called me back to let me know the credit still had not appeared on your statement for the returned merchandise At that time I manually processed the credit through our in-store credit card terminal for $and sent your husband a copy of this receipt via email As of this morning, 2/11/15, *** had emailed me back confirming that he had received the credit onto your statement I apologize that this credit took this long to process, we have been experiencing some issues with our order processing system, this also handles credits/refunds to orders made on our website We are working with our [redacted] store technical support to correct this ongoing issue and hope it no longer becomes an issue Should you have any questions or concerns, please don't hesitate to call or email me anytime, Thanks

Fair pricing and prompt service to my front doorThank you Chris !!!

Hello,With regards to [redacted] order I understand from notes on his order and speaking with our manager, Chris, we were out of stock on his item when it was originally ordered At the time and for approxthe following 2-weeks we weren't able to ascertain an exact ETA for when this item would be back in stock Chris was attempting to have the item shipped from another retailer who had it in stock as well as have one overnigfrom the manufacturer Unfortunately the color mainly kept in stock in both locations wasn't the color the customer ordered Chris had offered this color to the customer on a couple occasions as a possible substitute, however the customer wanted the original color ordered As of 1/27/16, we were able to locate the correct color and size with another dealer and have asked them to ship it out to [redacted] as quickly as possible, we hope this situation is resolved by next week and [redacted] receives the original product ordered

To Whom it may concern,We contacted [redacted] on December 7th with regards to her order by phone At that time we notified her that the items she ordered were out of stock and we were still awaiting stock in from the manufacturer and didn't yet have an ETA for that shipment I advised that more than likely her order wouldn't ship until after the New Year, at that time we voided the authorization placed onto her credit card so it wouldn't be charged and agreed to circle back with her once we knew exactly when more stock was to arrive, and when we knew when her order would ship At that time we also agreed to have her order shipped express shipping at our cost due to the item being out of stock, and that a charge wouldn't be placed back onto her credit card until she received the product As of today, we still do not have stock for her order and have updated her accordingly by email, we have inquired with our vendor and are awaiting their reply, her order is still open and no charges have been made to her credit card

Hi,With regards to the complain for Mr [redacted] , the customer placed an order with us on August 17th for several items Shortly after the order was placed a couple of the items were removed from the order per the customer's request, the original total for the order was $338.39, when the order was modified we processed a credit for $33.24, leaving the modified order total as $ Evidently after the order was modified, our automated order processing system treated the revision as a new order and made a 2nd charge to Mr [redacted] 's credit card in the amount of $ When we were notified by the customer of this error, we placed a reversal on the charge to have it credited back to his credit card Approxdays later the customer contacted us again and let us know the credit hadn't posted to his credit card yet, at that time I was unable to talk to him directly, but did contact our CC processor to have the credit entered manually I then called the customer back to let him know of that action, at the time he advised us that he had filed a complaint with the Revdex.com, but was satisfied that we followed up and ensured his credit was completed

Mr [redacted] ordered a [redacted] ***, a product that is custom manufactured to order on 5/11/ Typically these take weeks to produce and have ready for shipping, it should have shipped by the 1st of June We sub-contract a canvas shop to build these, they are located out of state, and they can sometimes become overwhelmed with production during the in-season for sailing We aren't sure why this Cover wasn't produced in the time frame expected and had stayed in communication with Mr [redacted] throughout, trying to give our best ETA on when the cover would ship, unfortunately our ETAs came and passed several times, which caused understandable frustration on Mr [redacted] behalf The cover has since been shipped, and is due to arrive to Mr [redacted] on 7/6/15, see [redacted] information below Unfortunately the cover shipped out nearly month after it was expected to, and furthermore we weren't able to give our customer an accurate estimation of when it would ship Since shipping I have spoken with Mr [redacted] and have offered a 10% credit back from his purchase to his credit card, which he has accepted [redacted]

Hi,Once again we apologize for the issues surrounding your order and getting these to you in a timely manner. I do want to confirm that your payment method has been entirely credited, on December 7th, until the order could be fulfilled. We haven't received these in stock yet from our distributor and are trying to obtain them from another retailer. On your original complaint it states you would like either your shoes delivered, via overnight shipping with a 15% discount, or your credit card refunded, we have indeed credited your credit card as of 12/7/when we saw these shoes were out of stock. We are more than happy to keep your order open and ship these as soon as we are able to get a pair in stock, and as per our original conversation, you won't be charged until these shoes are put into transit. Additionally we are willing to offer you a 15% discount on the shoes and express shipping, once they are available to ship

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The full amount has been refunded to my debit cardThanks

To Whom it may concern,Since the original date *** *** had informed me that her credit card had a duplicate charge applied, I had been emailing her back and forth to ensure a credit was placed back onto the card. The credit we had initiated through our processor had not completed and posted
to *** ***'s statement by late November, so I advised that she would receive a reimbursement check from our company and it would be *** to her as soon as possible. The following day I had to step out of the office for approxweek due to a family issue and didn't properly request another associate to resolve this for *** ***. Upon my return I received an email from *** *** on December 7th indicating she hadn't received a check yet and wanted this to be taken care of as quickly as possible. On the 7th I personally had our bank issue her a certified bank check and then sent the check out via *** *** *** she received the check the following day and both of us considered the matter resolved and closed

Hello,With regards to *** *** order I understand from notes on his order and speaking with our manager, Chris, we were out of stock on his item when it was originally ordered. At the time and for approxthe following 2-weeks we weren't able to ascertain an exact ETA for when
this item would be back in stock. Chris was attempting to have the item shipped from another retailer who had it in stock as well as have one overnigfrom the manufacturer. Unfortunately the color mainly kept in stock in both locations wasn't the color the customer ordered. Chris had offered this color to the customer on a couple occasions as a possible substitute, however the customer wanted the original color ordered. As of 1/27/16, we were able to locate the correct color and size with another dealer and have asked them to ship it out to *** *** as quickly as possible, we hope this situation is resolved by next week and *** *** receives the original product ordered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
Sincerely, *** ***

Mr*** ordered a *** ** *** *** *** ***, a product that is custom manufactured to order on 5/11/15. Typically these take weeks to produce and have ready for shipping, it should have shipped by the
1st of June. We sub-contract a canvas shop to build these, they are located out of state, and they can sometimes become overwhelmed with production during the in-season for sailing. We aren't sure why this Cover wasn't produced in the time frame expected and had stayed in communication with Mr*** throughout, trying to give our best ETA on when the cover would ship, unfortunately our ETAs came and passed several times, which caused understandable frustration on Mr*** behalf. The cover has since been shipped, and is due to arrive to Mr*** on 7/6/15, see *** information below. Unfortunately the cover shipped out nearly month after it was expected to, and furthermore we weren't able to give our customer an accurate estimation of when it would ship. Since shipping I have spoken with Mr*** and have offered a 10% credit back from his purchase to his credit card, which he has accepted. *** *** ***

Our customer placed an order for a semi-custom sailboat dolly with us on April 28th, at the time of the order our customer service rep advised him that the product would ship within 3 business days, as per our normal processing time on this product line.  Unfortunately due to an error within...

our company the order was not properly processed and a purchase order was not sent to the manufacturer immediately to have this item shipped out.  The customer called and we advised him that it would be shipping shortly, prior to us uncovering this error, the customer called again and spoke with our owner, at this time the error had been revealed.  Our owner let the customer know that this error had accured and had significantly delayed the processing of his order, the error was on our part soley and we advised that the product would ship within 24 hours and expedited shipping would be applied.  The order shipped the following business day, May 12th and was delivered to our customer by May 15th.  Please see below for UPS proof of delivery.
Tracking Number:

1ZR09E14[redacted]1
Service:
UPS Ground
Weight:
35.00 lbs
Shipped/Billed On:
05/12/2014
Delivered On:

05/15/2014
2:45 P.M.

Delivered To:
[redacted]
Left At:
Front Door
Thank you for giving us this opportunity to serve you.
Sincerely,
UPS
Tracking results provided by UPS:
 
05/23/2014 12:31 P.M.
 
ET

Horrible experience. The equipment did not arrive in time for a race when I paid over $80 for 3 day shipping. After returning some unused equipment, they never returned my money. I went back and forth with them over the phone and email for literally 7 months and every time was promised full compensation. To top it off, they double charged me and could not even manage to refund that money. I am resorting to a grievance claim with the credit card company. Do not buy anything from Sound Boatworks!!!

To Whom it may concern,We contacted [redacted] on December 7th with regards to her order by phone.  At that time we notified her that the items she ordered were out of stock and we were still awaiting stock in from the manufacturer and didn't yet have an ETA for that shipment.  I advised...

that more than likely her order wouldn't ship until after the New Year, at that time we voided the authorization placed onto her credit card so it wouldn't be charged and agreed to circle back with her once we knew exactly when more stock was to arrive, and when we knew when her order would ship.  At that time we also agreed to have her order shipped express shipping at our cost due to the item being out of stock, and that a charge wouldn't be placed back onto her credit card until she received the product.  As of today, we still do not have stock for her order and have updated her accordingly by email, we have inquired with our vendor and are awaiting their reply, her order is still open and no charges have been made to her credit card.