Sound Boatworks

Hello[redacted],We have processed a complete refund on your order due to the covers shipped that weren't the quality you expected upon ordering with our company.  The refund was issued through [redacted] directly and we have included the details of the transaction below.  If for any reason...

these funds have not entered your[redacted] account as of yet, please contact us via phone or email and we will look into it right away.
Transaction ID
[redacted]
Parent Transaction ID
[redacted]
Payer E-mail
[redacted]
First Name
[redacted]
Last Name
[redacted]
Street
[redacted]
City, State Zip
[redacted]
Country
US
Gross Amount
-347.40
Tax Amount
0.00
Payment Status
Completed
Payment Type
Instant
Pending Reason
None
Seller Protection
Ineligible
Payment Date
Thu Jan 22 14:01:02 2015

Complaint: [redacted]
I am rejecting this response because: they have NOT kept me updated re status. I had to send numerous e-mails and left many phone messages that remained unanswered. Finally I reached Chris, the manager and he told me
that is was not in the warehouse and that it would take a week to get it from Ireland, with them getting it last week, and sending it to me 2nd day air. Well, here it is January 12th and no shoes. I asked him, why he was promoting these shoes on their website if there were none in any size in their stock. He pushed the blame on his supplier. Poor excuse. He said he would give me a 15 percent discount. I am still waiting. This is the 2nd time I have had an issue with the company over promoted products. They never did produce the pair I ordered last summer and it took weeks to get credit back for shoes that were never shipped. Thanks, [redacted] ###-###-####
Sincerely,
[redacted]

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 approx. the following 2-3 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 overnight-ed from 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.

Complaint: [redacted]
I am rejecting this response because: they have NOT kept me updated re status. I had to send numerous e-mails and left many phone messages that remained unanswered. Finally I reached Chris, the manager and he told methat is was not in the warehouse and that it would take a week to get it from Ireland, with them getting it last week, and sending it to me 2nd day air. Well, here it is January 12th and no shoes. I asked him, why he was promoting these shoes on their website if there were none in any size in their stock. He pushed the blame on his supplier. Poor excuse. He said he would give me a 15 percent discount. I am still waiting. This is the 2nd time I have had an issue with the company over promoted products. They never did produce the pair I ordered last summer and it took weeks to get credit back for shoes that were never shipped. Thanks, [redacted] ###-###-####
Sincerely,
[redacted]

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 $305.15.  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 $305.15.  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.  Approx. 10 days 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.

Hi,Per [redacted] request as of March 18th, we have canceled his order and released his authorization back to his credit card, see confirmaiton details below.  Mr. [redacted] order had items that were initially out of stock and were to be shipped direct by the distributor, we...

weren't able to confirm in a timely manner with [redacted] tracking information the shipment of these items and are still awaiting details as to whether the items shipped or not.  As of right now Mr. [redacted] order is canceled and the authorization to his credit card has been voided.
Transaction ID
[redacted]
Parent Transaction ID
[redacted]
Payer E-mail
[redacted]
First Name
[redacted]
Last Name
[redacted]
Street
[redacted]
City, State Zip
[redacted]
Country
US
Gross Amount
-535.56
Tax Amount
0.00
Payment Status
Voided
Pending Reason
None
Void/Refund Date
Wed Mar 18 17:06:37 2015

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 $305.15.  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 $305.15.  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.  Approx. 10 days 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.

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 $778.00 onto your credit card and have included the details below for you.  Refunds can take anywhere between 4-7 business days to post onto your credit card activity, however sometimes they can post as soon as 72 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 process.
Transaction ID
[redacted]
Parent Transaction ID
[redacted]
Payer E-mail
[redacted]
First Name
[redacted]
Last Name
[redacted]
Street
[redacted]
City, State Zip
[redacted]
Country
**
Gross Refund Amount
-$778.00
Tax Amount
0.00
Refund Status
Processing
Refund Type
Keyed, Manual
Pending Reason
None
Card Number
[redacted]   [redacted]
Refund Date
Thu Feb 05 08:48:34 EST 2015

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 $89 and sent your husband a...

copy of this receipt via email.  As of this morning, 2/11/15, [redacted] 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.

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 approx. 1 week 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.

Mr. [redacted] ordered a [redacted], a product that is custom manufactured to order on 5/11/15.  Typically these take 3 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 1 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]

Review: Good Morning, I wish to file a complaint about a company operating in Connecticut: Sound Boat Works LLC, located at[redacted] S. Westbrook, CT. 06498 ###-###-####. www.soundboatworksllc.com They supply, via internet, merchandise for Sail and power boating. My particular order is unimportant; however their operation seems to boarder on criminal. I failed to do an internet search for reviews prior to order on 8/18/13. When my order was a week late, I contacted "[redacted] to ask for an update and/or a tracking number. During the following weeks and numerous phone calls, which resulted only in a wild array of excuses, they still couldn't seem to provide my order. I came to realized that I was never going to see my order and did the Research I should have done. This research revealed an alarming number of complaints that were very similar to my experience. Your site alone has 26 complaints and there are 2x that amount on other sites that have reviews about this company. I am not just a consumer unhappy with their service department; it is a fraudulent act on the part of Sound Boat Works. While I cant speak to all the reviewers about not getting their orders and still being charged; I can speak to my order. I ordered merchandise, they charged my credit card and have not shipped. I suspect the fraud is because they don't have contracts with the companies that supply the merchandise they advertise (taking into account the other review board complaints). The last phone call promised the order on 10/4/13; I have ZERO confidence this will happen. I will be disputing the charge via my Card Member services. I have filed a complaint with the Consumer Complaint Agency and with Connecticut State Corporation Commission. These guys need to be out of business and I will be sharing my experience on every place that attracts their unaware consumers. Please due your investigation and send out an alert on this businessDesired Settlement: or order actually arrives on 10/4/13.....

Review: Ordered product from sound boatworks two more months ago after repeated calls to business still have not received the product despite repeated assurances that it was being sent. Want to cancel my order but after seeing reviews of this company online I doubt I'll ever see my money again.Desired Settlement: I would like the product I ordered but doubt that is going to happen so I would like a refund

Business

Response:

Mr. [redacted] ordered a [redacted], a product that is custom manufactured to order on 5/11/15. Typically these take 3 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 1 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]

Review: I recently ordered an expensive ($882) item from Sound Boatworks (12 Hammock Rd S, Westbrook, CT 06498). This company charged my credit card TWICE, and never fulfilled the original order.After waiting a month for the item, I asked them to CANCEL and REFUND my order.This is the response I received from them:Order#12915Natasha Andrade (.com)Oct 28Hello Isaac,Thank you for your call earlier. I wanted to confirm Sound Boatworks received your request to cancel your order. Thank you and have a nice day.Regards,Natasha AndradeSound Boatworks###-###-#### toll freewww..com It is almost a month later and I have not received my refund. A Google search quickly revealed a plethora of negative reviews regarding this business.Desired Settlement: I would like my money back (since the order was cancelled).

Business

Response:

I made contact with the customer and we have resolved the issue as it is out of our hands in the refund process and has been escalated directly to American Express.

Review: Online order placed on Sep 8, 2014, which included shipping via [redacted]. One week later I contacted [redacted] at Sound Boatworks to check on the status of the order and to get tracking information on the shipment. [redacted] stated that my order was shipped directly from their cordage wholesaler and he would contact the wholesaler and have them provide the tracking information. The next week I followed up with [redacted] a couple of more times. He always promised to get the tracking information, but it was never provided to me. On Sep 23, 2014, I again contacted [redacted] and he informed me that my order was in the process of being shipped. I told [redacted] that if it had not shipped, I would like to cancel the order. [redacted] took my email address and promised to contact me with the status of the refund within two hours. On Sep 30, 2014, I contacted [redacted] and told him that I had not received my refund, and I had not been contacted with an update as promised. [redacted] told me he had submitted the request for a refund on Sep 24, 2014, and that he would resubmit the refund request. Over the past month [redacted] has made several promises to me about this order. So far he has followed up on none of them. I have no confidence he will follow up on the refund.Desired Settlement: All I want is for my money to be refunded for this order that was never shipped.

Business

Response:

The full amount has been refunded to my debit card. Thanks

Review: The promised to ship within 3 days of order arrival. After 3 days I contacted them and promised that it would be shipping out the next day. THen 2 days later it would ship. They kept promising but it never shipped. 2 weeks late I still don't have my product.Desired Settlement: Ship product immediately or give me refund.

Business

Response:

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

Review: I ordered/purchased through PayPal a [redacted] mango in color from Sound Boatworks webpage on December 4th as a Christmas present and still haven't received the item as promised by customer service, who never returns phone calls or emails. Was only contacted by co-founder Chris B[redacted] after openly posting a request on social media(FaceBook) at the end of December. I have had to contact Chris NUMERIOUS times since, only to be met with broken promises and lies that the item has either been shipped or hasn't . I want the item that I purchased almost 2 months ago! This is ABSOLUTELY the WORST customer service that I have EVER experienced!!! They obviously do not care about the consumer and if I had read the online reviews on this company before purchasing, I would have defanately shopped somewhere else! It appears that I will have to resort to social media(FB and Twitter) for results because nothing else apparently works!!!!Desired Settlement: Delivery of my order expeditiously....its been almost 2 months!!!

Business

Response:

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 approx. the following 2-3 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 overnight-ed from 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.

Review: I returned a pair of sailing pants Dec. 12, 2014. I asked for a refund to my credit card. Today is 2/10/15 and I have yet to see my refund. My husband has spoken to the owner, [redacted], who is so polite and reassures my husband every single time ( 3 times now ! ) that the refund is coming. I am out $85. I doubt this lying, cheating swindler will ever pay me back. Please make it so other customers do not lose their money to this thief.Desired Settlement: I want my credit card refunded for the price of the returned shorts.

Business

Response:

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 $89 and sent your husband a copy of this receipt via email. As of this morning, 2/11/15, [redacted] 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.