Southern Pools

Dear customer,We apologize for the inconvenience that has been caused to youEven though our policy states that all refunds are issued after the merchandise is returned, as a service gesture and an apology for all the trouble, we refunded $14,to your American Express on March ***, The manufacturer will keep in touch with you in regards to the pickup of the material.Should you have any questions, please don't hesitate to contact us at ###-###-####Best Regards,DecorPlanet.com

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 I appreciate their follow up in resolving the matter with their vendor and ensuring that my order was fulfilled and handled in a manner to make amends for prior issues My doors are installed and look great! Sincerely, [redacted]

Dear customer,We apologize for the unpleasant experience you have encounteredWe always stand behind the quality of our products and our customers satisfaction is our number one priorityPlease note your return request has been approved and a return label has been sent to you via emailAll fees will be waived and a full refund will be issued to your account upon receipt of the merchandiseWe are constantly improving upon the customer service that we provide and your feedback has been of great help to usOnce again, we apologize for the inconvenience, and thank you for your patience.Best Regards,DecorPlanet.com

Dear customer,We sincerely apologize for the inconvenience you have experiencedThe issues you have described are highly uncharacteristic of our staffUnfortunately, when you reported the aforementioned issue to your sales person, he was no longer with the company and, therefore, was not able to assist youOur Customer Care specialist will send you a return label so that you can send the handle set back to usIt goes without saying that any restocking or return fees will be waived and a full refund will be issued to your accountAs an apology for the inconvenience, we will not only credit the $you paid for the handle set but will increase the total refund amount to $400.Warm Regards,DecorPlanet.com

Dear customer, We are sorry to hear you are unhappy with your purchasePlease be advised that Fleurco (the manufacturer of the doors you purchased) sources parts from China, Canada and the United States and all the doors are assembled at their factory in CanadaAlso, all of their cardboard boxes are made in China and will have a sticker that says "Made in China" but it does not change the fact that the doors are assembled in CanadaThis information can be verified by Fleurco.We also offered you to return the doors if you were not happy with the product; however, you chose to keep themBest Regards,DecorPlanet.com

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 is in the process of being resolved Sincerely, [redacted]

Dear customer,As stated in our previous response, the shower door is assembled in Canada; therefore, the statement is accurateThis information can be confirmed by the manufacturerWe did not receive any specific inquiries from you in regards to where the parts were sourced from prior to you ordering the shower doorDecorPlanet.com is not responsible for the decisions our customers make in terms of the design of their bathroomsOnce again, we would be happy to take the product back if it had not been installed Best Regards,DecorPlanet.com

Revdex.comI spoke to [redacted] on Friday 1015) and is now coming to us with this issue (hence why the retailer, The [redacted] , refused to refund due to the length of time that has passed) If she would came to the retailer much sooner, they would have granted the refund Also, the customer did not purchase the product directly from RGM Distribution, which is why we cannot grant her a refund since the transaction was not completed through us.I tried to be as nice as possible and explain thoroughly but she refused to even listen to me All of our [redacted] products, including the item Shelly purchased, is cUPC certified with IAPMO, which is the industry standard when it comes to approvals and certifications in the US for all plumbing products Shelly also accused us of advertisement, which is simply not true since RGM Distribution and The [redacted] do not advertise that our products are approved for MA (which we aren't even aware of), hence why the customer should inquiry about these special approvals prior to purchasing, instead of coming back to the manufacturer over a year later.I hope this explains the situation thoroughly Please let me know if you need any further information.Thank youRay P [redacted] - National Wholesale ManagerRGM Distribution

Dear customer,Thank you for bringing this matter to our attention, we sincerely apologize for the delay in issuing your refundThe system would not allow us to process a refund to your original form of payment and we needed you to confirm your mailing address so that we could mail you a check for
$As promised, the check was mailed to you on March ***.Once again, we apologize for the inconvenience.Best Regards,DecorPlanet.com

Good day, Please be advised this complaint is not against DecorPlanet.com but against a different companySince DecorPlanet.com was not involved in this transaction, we are requesting to please close this case. Regards,DecorPlanet.com

Hello,DecorPlanet own RGM distributionThey operate
under both names. Its the parent companyHere are some links to where you can view this infoDo I still need to open a new case?***
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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:
The sink I purchase from RGM is defected in workmanship and or materials. The enamel has began chipping away and the damage is very noticeable. I spent over $1,on this sink and vanity set. The website clearly states the belowAll Fresca products, with the exception of our faucets, carry a year manufacturer’s limited warranty, which includes all bathroom vanities, sinks, storage/linen/medicine cabinets, mirrors, toilets, shower panels and bathroom accessoriesIf, under use and after proper installation by a licensed professional, a Fresca product should ever have a manufacturer’s defect in materials or workmanship during the warranty period, Fresca will provide FREE OF CHARGE the parts necessary to resolve the issue, including a full replacement of the product if necessary, at the manufacturer’s discretionA proof of purchase, such as a receipt from the original retailer, will be required for all warranty claimsDefects or damage caused by non-Fresca parts will void this warrantyI am supplying photos and evidence that show that the sink has chipped away. This should not happen to a brand new sink under one year of use. I don't know if they use a poor quality of materials or why the chipping is concurring. I do not have the funds to purchase a brand new sink as the company suggested. They should be held liable for their faulty product and accountable for their publicized warranty. I would like the money that I paid to be returned so that I am capable of hiring a professional to replace the sink or fix the damage. I am happy to answer any additional questions.Thank you
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:
The website clearly represented the product as made in CanadaThe product is clearly labeled as made in China The offer to return the product is of little use when the entire bathroom has been designed around this particular, unique shower shapeThe claim that the " Made in China" labels pertain only to the box and not the contents is dubious at bestThe marketing led me to be stuck with a product that I would not have chosen if accurate information were provided
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 find that this resolution is satisfactory to me and the matter has been resolved.The business has taken satisfactory action in regards to my complainThank you, *** ** ** ***
Sincerely,
*** ** ** ***

Hello *** *** purchased her Fresca vanity set on 11/**/15, and reached out to us regarding the chipped sink on 8/**/16, months later. I have attached a copy of the initial email that was sent by Michelle, along with pictures of the chipped sink. She also called us regarding this issue and claimed that these chips “just appeared out of nowhere”. We reviewed the images and determined that the chips on the sink were clearly not caused by a defect in our productThis type of damage can only be caused by direct impact to the surface of the sink. Report came in months after purchase which ruled out any possibility of damages occurring during transitOver the years RGM distributed tens of thousands of sinks made from the same material and there is absolutely no evidence that damage of this type can occur due to a manufacturing defect The customer however kept insisting that this is a defectThis is why our reps told Michelle that unfortunately we cannot offer a free replacement, and that a new sink would have to be purchased. Our year warranty covers defects, damage is not typically covered by any warrantyIn addition, the customer never informed us of any issues with the mirror being cracked, we learned about it from the Revdex.com complaint. This is new information to usIt would be impossible to determine the cause based on the info provided in the complaint, but typically mirror glass does not crack due to manufacturing defectsIn the end as a consolation we offered a substantial discount for the purchase of the replacement sink, but the customer refused our offer. We feel we handled this situation to the best of our ability and according to our policiesWe are open to any reasonable suggestions in order to help resolve this matterThank you Ray P*** - National Wholesale Manager RGM Distribution

Dear customer,We truly apologize for the inconvenience we have caused you. Even though we strive to provide our clients with excellent shopping experience, mistakes do happen. Please note a full refund for this purchase was issued to your account on June [redacted], 2015. Once again, we apologize for the...

inconvenience, and if you choose to shop with us again, we will be happy to provide you with an additional discount. Warm Regards,DecorPlanet.com

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:
 
We purchased 24" x24" CREMA MARFIL marble tile from this business for $28,823 last year on 9/**/15. The tiles which were found and confirmed by their own vendor to be defective in quality and thickness, were delivered to our construction site on 12/**/15, without prior notice to us re: delivery or without our signature for the delivery. After having complained to Revdex.com of NY and also our credit card company, and after almost 6 months of back and forth with the company representative, we were finally informed that they would refund our monies in total, 2.5-3 weeks ago. However, the company has so far not provided us any official letter from any authorized management personnel re: the refund, in spite of requesting them to do so several times. On top of that ,their stand is, that they want to collect the material off the site first, and only then "discuss about the manner of the refund". We have made it very clear to them that would put us in a very compromising and vulnerable situation, where we would neither have our money nor any physical/material guarantees( in the form of the merchandise) of getting it back. We have asked that they either refund the monies ahead of /at the same time as they pick up the merchandise from the site. They refuse to do this citing "company policy" of collecting the material first prior to issuing the refund. So far, in spite of requesting, they have not forwarded an official/formal letter on the manner of the refund, nor have they clarified the process or timeline of getting our refund. Given our experience with them, and given the loss of trust in this business's operations, we are bringing this matter to your attention as we feel very strongly that we will be defrauded of our monies totally if we were to follow what the business is asking us to do. We have already suffered heavy losses due to our construction being stalled ,not to mention the mental anguish that this business has put us through ,due to their reprehensible and irresponsible business practices. We wish for the business to refund us the full amount of monies paid to them AHEAD of collecting their material from the construction site. We have no use of the faulty material delivered to us and do not intend to keep it a minute longer after our refund is processed. We do not wish to put ourselves in a position where we have neither our money back nor do we have any material. And we are then totally at their mercy if and when they will refund our monies. 
Sincerely,
[redacted]

Dear customer,We apologize for any inconvenience we have caused you. It was never our intention to cause you any aggravation.As agreed earlier, our manufacturer's representative is going to be at the job site tomorrow to inspect the merchandise and assist you with the exchange. Best...

Regards,DecorPlanet.com

Dear customer,As stated in our previous response, the shower door is assembled in Canada; therefore, the statement is accurate. This information can be confirmed by the manufacturer. We did not receive any specific inquiries from you in regards to where the parts were sourced from prior to you ordering the shower door. DecorPlanet.com is not responsible for the decisions our customers make in terms of the design of their bathrooms. Once again, we would be happy to take the product back if it had not been installed.  Best Regards,DecorPlanet.com

Revdex.comI spoke to [redacted] on Friday 10/**, which is when she demanded that we refund her money immediately since our [redacted] vanity that she purchased was not approved for the state of Massachusetts.  We have sold a TON of [redacted] products into the state of MA, without ever having any issues....

 We have even sold to [redacted], which is a large development company who has purchased many of our [redacted] vanities for their projects located in Boston, MA.  Even they are not aware of any specific MA code or restrictions.  So after my phone call with Shelly, I contacted a few plumbers and contractors in MA to find out more information, which they all told me they were also unaware.  Now, if there is a specific MA code, I feel that the customer should have inquired about this with the retailer before she purchased the item.  Another problem is that Shelly made this purchase well over a year ago (9/**/15) and is now coming to us with this issue (hence why the retailer, The [redacted], refused to refund due to the length of time that has passed).  If she would came to the retailer much sooner, they would have granted the refund.  Also, the customer did not purchase the product directly from RGM Distribution, which is why we cannot grant her a refund since the transaction was not completed through us.I tried to be as nice as possible and explain thoroughly but she refused to even listen to me.  All of our [redacted] products, including the item Shelly purchased, is cUPC certified with IAPMO, which is the industry standard when it comes to approvals and certifications in the US for all plumbing products.  Shelly also accused us of false advertisement, which is simply not true since RGM Distribution and The [redacted] do not advertise that our products are approved for MA (which we aren't even aware of), hence why the customer should inquiry about these special approvals prior to purchasing, instead of coming back to the manufacturer over a year later.I hope this explains the situation thoroughly.  Please let me know if you need any further information.Thank youRay P[redacted] - National Wholesale ManagerRGM Distribution