Our Company would like to respond to Mr. [redacted]’s inquiry to the Revdex.com regarding the order he placed on the W[redacted] Web Site (Order ID #[redacted]) on June 17, 2015.
Mr. [redacted] contacted our Company on June 21, 2015 via e-mail stating, “I ordered a Razer Tarturus keypad controller from...
W[redacted] from your guys and received the wrong thing. I got a Razer mouse mat instead. I would like to know how I can get the item I ordered.”
On June 22, 2015, a Return Merchandise Authorization Number (RMA #[redacted]) was issued to Mr. [redacted] for the return of the Razer Goliathus 2014 Small CONTROL Soft Gaming Mouse Mat product. Our Technical Support Department did e-mail Mr. [redacted] to let him know that we were sorry to hear that there was an error with his order, and the product that our Company had available was the Razer Goliathus 2014 Small CONTROL Soft Gaming Mouse Mat. We do not have the Razer Tarturus Expert Gaming Keypad product available; therefore, we would need to issue a credit.
We did track the return of the product, and as of June 24, 2015, the UPS tracking shows that the customer’s product was not given to a UPS carrier for processing. Rather than have Mr. [redacted] return the Razer Goliathus 2014 Small CONTROL Soft Gaming Mouse Mat, we will have him keep the product, and a request has been submitted for a credit to be issued for the full amount of $17.37 on his invoice. Mr. [redacted] should receive a credit within the next three to seven business days.
I hope that we have handled this matter in an expedient and satisfactory manner. If you need any additional information or documentation, please contact me at 440.355.8008 Ext. [redacted].
Dear Mr. [redacted],&[redacted]p;I really don't know what else I can say, other than what I said in the last letter to you and the Revdex.com.&[redacted]p; Our reseller business&[redacted]p;comprises less than 10% of our overall business.&[redacted]p; We started the division to assist&[redacted]p;resellers that were/are buying through our retail sites.&[redacted]p; We have been an e-commerce B2C retailer since 1995; it would not be a smart business decision to shut down our retail sales division as it is what keeps our team employed.&[redacted]p; I do not mean this disrespectfully; no reseller is forced to purchase their products from us.&[redacted]p; There are 1,000's of suppliers who can assist you with products and more competitive pricing.&[redacted]p; You are not on contract with us and we truly want you to be satisfied with whomever provides your goods and services.&[redacted]p; As stated, the reseller division was initially started to do [redacted] more than to&[redacted]p;assist those resellers who were or are still buying from our retail sites.&[redacted]p; The pricing is very favorable for our brick-and-mortar customers, and perhaps not as appealing to&[redacted]p;e-tailers on certain items.&[redacted]p; &[redacted]p;Your happiness is important to us; it may be in your best interest to utilize one of our competitors that can offer you what we can't.&[redacted]p; &[redacted]p;Respectfully,[redacted]CEO - SpaceBound, Inc.&[redacted]p;&[redacted]p;&[redacted]p;&[redacted]p;&[re...⇄
I received an email today that my credit card would be credited the $53.49 for the merchandise I never recieved.I have no doubt it was due to the email from the Revdex.com. It's a shame it took me contacting you for them to credit me. Very poor customer service on their part.Thank You very much, your...
help in resolving this matter is GREATLY appreciated[redacted]
I had received an email from Revdex.com, asking me about the return option that the merchant had proposed.Here are the points that you need to consider:1- They never guaranteed any refund. They sent me a regular return policy. While they were denying their fault/mistake or scam, as a favor to me, they asked me to return their TV and according to their return policy, it must be inspected and then based on the inspection result I may be eligible for a refund in up to 10 business days after the result.Here is part the email they sent to me on July 31:Unwanted product returns: Product price minus restocking of 15% as per our Return Policies posted on the NothingButSavings.com website. The customer is responsible for return shipping. If a return is made of an item that shipped with free shipping, the normal shipping charges for the shipping method used will be deducted from any credit. The customer may include receipt detailing the return shipping charge, which NothingButSavings.com will use to determine the original shipping charge. The customer is responsible for insuring the shipment arrives at the return location in the condition it was sent. Returns lost in transit are the responsibility of the customer. In the event the customer does not provide receipt, calculation for the original shipping charge will be as per standard shippers’ rates based on the size and weight of the item. Claims of Defect, Damage, or Materially Different: Claims of Defect, Damage, or Materially Different from the item represented on the product detail page must be substantiated, part of the original request, and submitted as per NothingButSavings.com Return Policy. Substantiated claims are eligible to receive waiver of the restocking fee. In the event of an unsubstantiated claim, the return will be considered an unwanted item. NothingButSavings.com may conduct an independent investigation of the item, or may choose to consult with manufacturer representatives to determine if the claim of defect is substantiated. Products damaged after delivery during the installation or use period are subject to a 50% restocking fee. On some select items that have become damaged, are now missing parts, not in the original condition, or have obvious signs of use but not due to a NothingButSavings error - NothingButSavings reserves the right to charge a Restocking Fee, Up to 50% of the item's price. Opened and or installed software is not eligible for a refund. A refund will be issued to your account only upon full and complete compliance with the above conditions and in accordance with this RMA and the return policies we have posted on our site. Non-Compliant returns may receive a reduced refund or no refund based on the condition of the return as received or may be refused. By using this return authorization, the buyer agrees to these terms and conditions. [redacted]Important Note[redacted] Please note that the return must be received back at the distribution center no later than 08/14/15. Returns received after this date will be rejected by the distribution center. The item may be returned to the customer. The return would no longer be eligible for refund or replacement of any type.[redacted] Return Processing Time: Standard return processing time at this location is 5-10 business days. During the holiday season, the return processing time may be slightly longer. A refund will be issued to your account only upon full and complete compliance with the above conditions and in accordance with this RMA and the return policies we have posted on our site. Non-Compliant returns may receive a reduced refund or no refund based on the condition of the return as received or may be refused. Respectfully, [redacted]Support TeamEmail: [email protected] I never requested to cancel the deal. Instead I asked them to ship me a NEW TV as they were supposed to do this. Then, simultaneously, they can pick up their opened box one at my address. They denied my legitimate request by mentioning that I am not even eligible for the return and they just offered me this option as a courtesy!!3- As it is clear, their process was vague and very time consuming and out of my control. More importantly, their proposal involved my trust to them again while they were at default situation. So it was not logical for me to return the TV and to wait for their judgment. Again, bear in mind that they were and are scamming. If they had declared their fault and apologized, I would have trusted them, accepted to cancel the deal and returned the TV.Now that they have not apologized for their breach and wasted my time, the problem is no longer to replace the TV. Instead, I would require them to compensate all of the waste of time, hassle and stress they have brought to me.Regards,[redacted]
Dear [redacted],
This letter is in response to Revdex.com Claim
#[redacted] regarding a terminally ill customer who
received a product that was damaged while in shipment. I will begin
by responding in simple bullet format just to make the process
easier.
BargainStation
is SpaceBound’s...
online store. SpaceBound, Inc. is the parent
company
[redacted]
is a Marketplace that allows online stores such as BargainStation to
sell on their marketplace
Nov
30 – Ms. [redacted] called to report her damaged item
Nov
30 – A Return Shipping label was provided to Ms. [redacted]. An
Authorization e-mail noted that we would provide a replacement
when the item was shipped back to us
Dec
1 – Ms. [redacted] called to let us know that the item was in
transit. The customer was upset because the item she ordered was
out of stock. Although we are upset that the UPS driver somehow
damaged the product when delivering it to MS. [redacted], it is beyond
our control. Because we were unable to immediately replace her
product and knowing that she was terminally ill, we submitted the
information requesting a full refund.
Explanation:
We already issued a call-tag less than 24 hours after Ms. [redacted]
notified us. Because this is a fairly expensive item, we needed to
receive the item back and inspect it before we could issue a refund.
This is industry standard
Dec
1 – Ms. [redacted] emailed, upset that she was not receiving an
immediate refund.
Dec
5 - Ms. [redacted] left negative feedback on Face Book, and threatened
Revdex.com claim
Dec
7 – The product was received and inspected, and found to be
damaged by the driver. The return was processed and sent to
[redacted] for customer credit processing
Dec
7 – Ms. [redacted] called to check on the status of her refund. We
let her know her refund was processed through [redacted] and [redacted]
can take 1-3 business days to process the payment. We have no
control over how quickly [redacted] returns the money back to the
customer
Explanation:
Because Ms. [redacted] attempted to return the damaged item to her local
[redacted] store. Per [redacted]’s own posted policies, items shipped
from marketplace sellers are not returnable to a [redacted] store.
Returns are required to go through the marketplace seller and this
process was prolonged because the customer did not follow the stated
policy. The customer is required to notify us within 24 hours of
receiving the product. The customer waited six days.
Once
the customer contacted us, we immediately provided a return
authorization and shipping label to return the damaged item upon
notification of the issue, even though policy states “Claims of
damaged must be requested within 24 hours of delivery.”
The
customer waited 6 days from the date of delivery to report the
damage, which placed her outside the policy guidelines. We still
assisted the customer and honored her return, but by the time she
finally contacted us, the product was out of stock
A
full refund was processed for this order. The customer did purchase
this product through the [redacted] Marketplace, and [redacted] releases
the funds back to the customer
Our intention was to provide Ms. [redacted]
with a replacement even though she was outside of the replacement
period. Unfortunately, by the time she finally notified us that the
return had been shipped, stock on this item was no longer available.
We are so very sorry that Ms. [redacted] is terminally ill, and we
believe that we did everything we could within reason to assist her
last wishes.
During the last 28 years, we have
surpassed online customer satisfaction ratings year-over-year.
We have maintained an A+ rating with Revdex.com Online, and a 95% or higher
e-customer satisfaction ranking since 1995. We strive to go above
and beyond industry standards, and this is why we accepted the return
even though she did not follow the return policy and she was passed
the allowable return date..
We hope that we have handled this
matter in an expedient and thorough manner.
Sincerely,
[redacted]
Dear [redacted] We have reviewed this order and the communication with the customer in its entirety. We have made every attempt to contact this customer, and address the issue he has reported, however Mr. [redacted] has refused to provide any of the information needed to address his claim....
Please see the details and communication history outlined below: 5/10- Order shipped to the customer under FedEx tracking [redacted]5/12 - Order delivered 5/16- We received initial communication from Mr.[redacted], reporting a Gigabyte Graphics card was received. Our customer Support team responded to Mr. [redacted] requesting an image of the item he reported receiving5/22- Mr [redacted] Contacted us again requesting an update We alerted Mr [redacted] we had not received his initial response and requested he provide the following : UPC, Serial Number, packaging available This is information that is scanned into our system at the time each order is shipped The UPC and Serial number are recorded on the original invoice for the shipment. Images of the item and the condition it was received in 5/23- Several messages later the customer provided a single image of a Graphics card with no other information included. Our customer support team again requested the customer to provide as much information as possibleWe were able to pull the part number from the picture he providedThe part number the customer sent an image of had never been sold by our company. 5/24- Mr [redacted] responded and claimed he no longer had any of the packaging the item arrived in, but provided no further information on the item itself.We researched the part number from the image and provided the customer instructions directly from Gigabyte on where to locate the serial number. Again we expressed the importance of providing the information requested5/25- Mr [redacted] requested to speak with a supervisorOur supervisory team was alerted, and a notification was sent to Mr.[redacted] letting him know that a supervisor would review the order and be in contact with him no later than 5/295/26- Our supervisory Team called the number provided on the order of [redacted] and left a message at 10:25 AMAn email was sent to Mr. [redacted] requesting he contact us back A female called back and notified us the number was not connected to Mr [redacted] 5/27- Mr [redacted] responded via email and again provided none of the information requested 5/30- Another request is sent via email requesting Mr. [redacted] call our supervisory team at his earliest convenience We received no further communication from the customer after this. The customer in addition has filed a chargeback on the order. We have made every effort to investigate this further for Mr [redacted]. However, due to the following and Mr.[redacted]’s unwillingness to assist us further, we have not been able to substantiate his claim. The UPC and serial number scanned and invoiced at the time of shipment belong to the EVGA graphics card ordered. Part number “04G-P4-6255-KR”The original invoice can be supplied as a PDF upon request The Gigabyte part number pulled from the image the customer provided has not been sold by our company Mr [redacted] Claimed there was an issue with the packaging, however Mr. [redacted] was unable to provide any evidence of the packaging the item arrived in. Mr. [redacted] has provided no substantiated evidence to support his claim, and has ceased communication with us. We have made multiple attempts to reach Mr.[redacted] via email, and the phone number provided on his order. As a company who has been in business over 29 years, we make every effort to address issues our customers report in a thorough and expedient fashion. Please let me know if there is any further information or details needed surrounding this issue. Respectfully, Patricia [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.&[redacted]p; For your reference, details of the offer I reviewed appear below.
1739 Augustine PLTallahassee, FL 32301October 31, 2016Spacebound Inc.Attn: [redacted]280 Opportunity WayLaGrange, Ohio 44050To [redacted]:I appreciate you taking time to respond to my Revdex.com complaint. I was noteven aware of your response until a few of days ago. The time frame for posting a rebuttal hasexpired and although they are receiving a copy of this letter, it won’t be posted to their website.I also would like to commend you as you approach your 30th year in business. Keeping acompany up and running for so long is not an easy task.My contact with the Revdex.com was in no way motivated by a desire to receive any exclusive pricing orother special benefits from Spacebound, Inc. If that was the impression given, then that was amiscommunication on my part. The reason for it, in fact, was to address exactly the opposite.Realistically, any grievance I express can only be from my perspective. I can’t speakspecifically on how certain actions affect your other resellers, unless I was to contact them alldirectly. I do not have the time or energy to engage in such a pursuit.I will try to be as objective as possible in this response. As stated in a previous letter, I knew[redacted] about your [redacted] website until after I had made purchases from [redacted] but[redacted]. I inquired about bulk pricing and drop shipping because [redacted] pricing looked just likethat of any other reseller’s on [redacted]. I was also aware of [redacted] for many years because yourcompany was one of my [redacted] competitors. The current pricing on your [redacted] items is asignificant deviation from prior pricing and hurts your own resellers as follows.1. The wholesale prices are being posted to items that display next to identical items soldby your resellers. Some of the prices of posted are almost half the prices of yourresellers.2. Profits were already razor thin in the ecommerce world. In order to maintain areasonable sales volume, your resellers must drop prices significantly to compete withyour retail prices. This results in lost revenue instead of profit.3. If we view [redacted] was just another reseller purchasing from Spacebound, then [redacted] isreceiving exclusive pricing that no other reseller can get. If we view [redacted] as a companyoffering wholesale prices to the public, then it is being done in a way that is harmful toone group of your resellers while benefitting others.I’m not asking that you get bogged down in the details and challenges faced by otherbusinesses that happen to purchase from you. The point of the previous itemized list is tohighlight the fact that significant price changes on one of your retail sites can have a very realfinancial impact on your resellers. Here is a good example. There is an item on the [redacted]website listed as [redacted] [redacted] [redacted] (New) for $36.00single and $33.00 bulk. With shipping, the reseller cost for this would be $39.99. The [redacted] listing for this item (verified UPC and MPN) is $29.98 with free shipping. This item willrarely, if ever sell, on [redacted] at a $40.00+ price point. Incidentally, the main [redacted] website has thisitem listed at $39.99 with a $1.99 shipping cost. As you already know, there are thousands of[redacted] items priced this way on [redacted].I did not ask for your company to manipulate pricing in order to satisfy any specific wants for mycompany. I had never previously had an issue with Spacebound’s retail operations. Manymanufacturers and suppliers have been selling direct to customers for a while now, and no onehere has ever taken issue with that practice. My issue is with recent price changes that aredirectly harmful to your resellers. The list below outlines my concerns as well as suggestionsthat are fair to all resellers.1. Your recent [redacted] pricing scheme is hurtful to your resellers who are established on[redacted] and favors other resellers who happen to be established on other onlinemarketplaces. By dropping your prices so low on such an intimate marketplace, you areeffectively squeezing out your resellers. They cannot take advantage of these pricesbecause the tracking for any sales made cannot be posted to the customer transactions,which is a violation. The only option for these resellers is a very costly change to theirbusiness models.2. Why were these below-wholesale prices only offered on [redacted] instead of more neutralvenues like the main [redacted] website or the [redacted] website? Neither of those woulddirectly hurt the sales of your resellers. On the open Internet, your products rarely, ifever, appear right next to those of your resellers.3. This resembles predatory pricing when done on an online marketplace. We all knowthat many retailers have cried foul and taken to the courts when their competitorsengage in this kind of pricing (eg. [redacted] vs. [redacted] Company). I don’tagree with that reaction to a competitor. On the one hand, if a competitor can gain asignificant advantage through pricing, then they should do so as often as possible. Onthe other hand, if a supplier does this and it hurts their resellers financially, maybe theyshould rethink how they go about it.4. I don’t see how you could not know that this [redacted] pricing scheme would hurt yourresellers. Given the potential impact, why not notify them that you would be goingwholesale to the public on [redacted] and not your other websites? This would give peopletime to make significant changes to their businesses. In your reply, you made asuggestion that we choose another supplier. This is a very time consuming and costlyprocess that doesn’t get any easier as you grow a business. A simple heads up wouldhave made a world of difference as opposed to finding out about it by losing money.5. No one is asking you to change or readjust your product pricing on [redacted] for theirpersonal gain. You are offering free shipping on [redacted] items that have to be shipped allover the country. Why not offer a free shipping option on the [redacted] site as well?6. The only [redacted] products that are selling on [redacted] are the ones reduced to your current[redacted] pricing. This results in a significant loss on every sale, which is not sustainable.The products with profitable pricing no longer sell even if a reseller is pushing 400-500unique hits per month to them.By the legal definition, your company is considered to be a small business. In actuality, you aresignificantly larger than the business that you started in 1987 and a large percentage of othersmall businesses in this country. When you reach the point in which you can have a significantinfluence on other businesses (affiliates or competitors), many aspects of what people associatewith a small business begin to evaporate. There is [redacted] wrong with that because that is thereason why we are in business in the first place. As I read your Revdex.com reply, I began to realizehow insignificant my business is to Spacebound, Inc. This is not a lamentation. It is a fact.I like your company and I like what you do. That is why I previously decided to go through thepainstaking process of shifting from one primary supplier to your company as a primary. Afterlosing so much money to your pricing scheme I only sought answers and a possible remedy.This is probably the reason why one would jump to the conclusion that I am seeking specialtreatment. In actuality, I’m just trying to survive and feed my family just like everyone else. I willcontinue to work hard to do so. Obviously, the current situation is not profitable or sustainablefor our business, so I have no choice but to make major changes yet again. I can only wonderhow a much smaller, 1990s version of your company would have responded if something likethis had happened. I suppose there is no answer to this speculation because who we weremany years ago did not come with the knowledge we have now.Sincerely,[redacted]. [redacted]
Regards,
[redacted]
&[redacted]p;
Dear Revdex.com Representative,On July 9th, [redacted]'s order returned back to our processing center. With a product this expensive, we needed Ms. [redacted] to return the product back to us before we could process her claim. She was guaranteed a full refund once the product was returned back to...
us. As promised, we refunded Ms. [redacted] both her purchase price and return shipping costs. We hope that we have handled this matter in an expedient and satisfactory manner. Please feel free to reach out to us for any further clarification or documentation. Sincerely, Patricia M[redacted]CEO Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10981941, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Not sure if this lady is reading from a script or what. I've repeatedly stated that the majority of my issues were due to your disrespectful customer service agent who cursed at me and was outright rude. You continue to not acknowledge this issue so any further responses can be forwarded to my attorney. You can discuss with him the emotional distress your rude customer service has caused me.
Our Company would like to respond to Mr. [redacted]’s inquiry to the Revdex.com regarding the order he placed on the W[redacted] Web Site (Order ID #[redacted]) on June 17, 2015.
Mr. [redacted] contacted our Company on June 21, 2015 via e-mail stating, “I ordered a Razer Tarturus keypad controller from...
W[redacted] from your guys and received the wrong thing. I got a Razer mouse mat instead. I would like to know how I can get the item I ordered.”
On June 22, 2015, a Return Merchandise Authorization Number (RMA #[redacted]) was issued to Mr. [redacted] for the return of the Razer Goliathus 2014 Small CONTROL Soft Gaming Mouse Mat product. Our Technical Support Department did e-mail Mr. [redacted] to let him know that we were sorry to hear that there was an error with his order, and the product that our Company had available was the Razer Goliathus 2014 Small CONTROL Soft Gaming Mouse Mat. We do not have the Razer Tarturus Expert Gaming Keypad product available; therefore, we would need to issue a credit.
We did track the return of the product, and as of June 24, 2015, the UPS tracking shows that the customer’s product was not given to a UPS carrier for processing. Rather than have Mr. [redacted] return the Razer Goliathus 2014 Small CONTROL Soft Gaming Mouse Mat, we will have him keep the product, and a request has been submitted for a credit to be issued for the full amount of $17.37 on his invoice. Mr. [redacted] should receive a credit within the next three to seven business days.
I hope that we have handled this matter in an expedient and satisfactory manner. If you need any additional information or documentation, please contact me at 440.355.8008 Ext. [redacted].
Respectfully,
[redacted]
CEO
Dear Mr. [redacted],&[redacted]p;I really don't know what else I can say, other than what I said in the last letter to you and the Revdex.com.&[redacted]p; Our reseller business&[redacted]p;comprises less than 10% of our overall business.&[redacted]p; We started the division to assist&[redacted]p;resellers that were/are buying through our retail sites.&[redacted]p; We have been an e-commerce B2C retailer since 1995; it would not be a smart business decision to shut down our retail sales division as it is what keeps our team employed.&[redacted]p; I do not mean this disrespectfully; no reseller is forced to purchase their products from us.&[redacted]p; There are 1,000's of suppliers who can assist you with products and more competitive pricing.&[redacted]p; You are not on contract with us and we truly want you to be satisfied with whomever provides your goods and services.&[redacted]p; As stated, the reseller division was initially started to do [redacted] more than to&[redacted]p;assist those resellers who were or are still buying from our retail sites.&[redacted]p; The pricing is very favorable for our brick-and-mortar customers, and perhaps not as appealing to&[redacted]p;e-tailers on certain items.&[redacted]p; &[redacted]p;Your happiness is important to us; it may be in your best interest to utilize one of our competitors that can offer you what we can't.&[redacted]p; &[redacted]p;Respectfully,[redacted]CEO - SpaceBound, Inc.&[redacted]p;&[redacted]p;&[redacted]p;&[redacted]p;&[re...⇄
I received an email today that my credit card would be credited the $53.49 for the merchandise I never recieved.I have no doubt it was due to the email from the Revdex.com. It's a shame it took me contacting you for them to credit me. Very poor customer service on their part.Thank You very much, your...
help in resolving this matter is GREATLY appreciated[redacted]
I had received an email from Revdex.com, asking me about the return option that the merchant had proposed.Here are the points that you need to consider:1- They never guaranteed any refund. They sent me a regular return policy. While they were denying their fault/mistake or scam, as a favor to me, they asked me to return their TV and according to their return policy, it must be inspected and then based on the inspection result I may be eligible for a refund in up to 10 business days after the result.Here is part the email they sent to me on July 31:Unwanted product returns: Product price minus restocking of 15% as per our Return Policies posted on the NothingButSavings.com website. The customer is responsible for return shipping. If a return is made of an item that shipped with free shipping, the normal shipping charges for the shipping method used will be deducted from any credit. The customer may include receipt detailing the return shipping charge, which NothingButSavings.com will use to determine the original shipping charge. The customer is responsible for insuring the shipment arrives at the return location in the condition it was sent. Returns lost in transit are the responsibility of the customer. In the event the customer does not provide receipt, calculation for the original shipping charge will be as per standard shippers’ rates based on the size and weight of the item. Claims of Defect, Damage, or Materially Different: Claims of Defect, Damage, or Materially Different from the item represented on the product detail page must be substantiated, part of the original request, and submitted as per NothingButSavings.com Return Policy. Substantiated claims are eligible to receive waiver of the restocking fee. In the event of an unsubstantiated claim, the return will be considered an unwanted item. NothingButSavings.com may conduct an independent investigation of the item, or may choose to consult with manufacturer representatives to determine if the claim of defect is substantiated. Products damaged after delivery during the installation or use period are subject to a 50% restocking fee. On some select items that have become damaged, are now missing parts, not in the original condition, or have obvious signs of use but not due to a NothingButSavings error - NothingButSavings reserves the right to charge a Restocking Fee, Up to 50% of the item's price. Opened and or installed software is not eligible for a refund. A refund will be issued to your account only upon full and complete compliance with the above conditions and in accordance with this RMA and the return policies we have posted on our site. Non-Compliant returns may receive a reduced refund or no refund based on the condition of the return as received or may be refused. By using this return authorization, the buyer agrees to these terms and conditions. [redacted]Important Note[redacted] Please note that the return must be received back at the distribution center no later than 08/14/15. Returns received after this date will be rejected by the distribution center. The item may be returned to the customer. The return would no longer be eligible for refund or replacement of any type.[redacted] Return Processing Time: Standard return processing time at this location is 5-10 business days. During the holiday season, the return processing time may be slightly longer. A refund will be issued to your account only upon full and complete compliance with the above conditions and in accordance with this RMA and the return policies we have posted on our site. Non-Compliant returns may receive a reduced refund or no refund based on the condition of the return as received or may be refused. Respectfully, [redacted]Support TeamEmail: [email protected] I never requested to cancel the deal. Instead I asked them to ship me a NEW TV as they were supposed to do this. Then, simultaneously, they can pick up their opened box one at my address. They denied my legitimate request by mentioning that I am not even eligible for the return and they just offered me this option as a courtesy!!3- As it is clear, their process was vague and very time consuming and out of my control. More importantly, their proposal involved my trust to them again while they were at default situation. So it was not logical for me to return the TV and to wait for their judgment. Again, bear in mind that they were and are scamming. If they had declared their fault and apologized, I would have trusted them, accepted to cancel the deal and returned the TV.Now that they have not apologized for their breach and wasted my time, the problem is no longer to replace the TV. Instead, I would require them to compensate all of the waste of time, hassle and stress they have brought to me.Regards,[redacted]
Dear [redacted],
This letter is in response to Revdex.com Claim
#[redacted] regarding a terminally ill customer who
received a product that was damaged while in shipment. I will begin
by responding in simple bullet format just to make the process
easier.
BargainStation
is SpaceBound’s...
online store. SpaceBound, Inc. is the parent
company
[redacted]
is a Marketplace that allows online stores such as BargainStation to
sell on their marketplace
Nov
30 – Ms. [redacted] called to report her damaged item
Nov
30 – A Return Shipping label was provided to Ms. [redacted]. An
Authorization e-mail noted that we would provide a replacement
when the item was shipped back to us
Dec
1 – Ms. [redacted] called to let us know that the item was in
transit. The customer was upset because the item she ordered was
out of stock. Although we are upset that the UPS driver somehow
damaged the product when delivering it to MS. [redacted], it is beyond
our control. Because we were unable to immediately replace her
product and knowing that she was terminally ill, we submitted the
information requesting a full refund.
Explanation:
We already issued a call-tag less than 24 hours after Ms. [redacted]
notified us. Because this is a fairly expensive item, we needed to
receive the item back and inspect it before we could issue a refund.
This is industry standard
Dec
1 – Ms. [redacted] emailed, upset that she was not receiving an
immediate refund.
Dec
5 - Ms. [redacted] left negative feedback on Face Book, and threatened
Revdex.com claim
Dec
7 – The product was received and inspected, and found to be
damaged by the driver. The return was processed and sent to
[redacted] for customer credit processing
Dec
7 – Ms. [redacted] called to check on the status of her refund. We
let her know her refund was processed through [redacted] and [redacted]
can take 1-3 business days to process the payment. We have no
control over how quickly [redacted] returns the money back to the
customer
Explanation:
Because Ms. [redacted] attempted to return the damaged item to her local
[redacted] store. Per [redacted]’s own posted policies, items shipped
from marketplace sellers are not returnable to a [redacted] store.
Returns are required to go through the marketplace seller and this
process was prolonged because the customer did not follow the stated
policy. The customer is required to notify us within 24 hours of
receiving the product. The customer waited six days.
Once
the customer contacted us, we immediately provided a return
authorization and shipping label to return the damaged item upon
notification of the issue, even though policy states “Claims of
damaged must be requested within 24 hours of delivery.”
The
customer waited 6 days from the date of delivery to report the
damage, which placed her outside the policy guidelines. We still
assisted the customer and honored her return, but by the time she
finally contacted us, the product was out of stock
A
full refund was processed for this order. The customer did purchase
this product through the [redacted] Marketplace, and [redacted] releases
the funds back to the customer
Our intention was to provide Ms. [redacted]
with a replacement even though she was outside of the replacement
period. Unfortunately, by the time she finally notified us that the
return had been shipped, stock on this item was no longer available.
We are so very sorry that Ms. [redacted] is terminally ill, and we
believe that we did everything we could within reason to assist her
last wishes.
During the last 28 years, we have
surpassed online customer satisfaction ratings year-over-year.
We have maintained an A+ rating with Revdex.com Online, and a 95% or higher
e-customer satisfaction ranking since 1995. We strive to go above
and beyond industry standards, and this is why we accepted the return
even though she did not follow the return policy and she was passed
the allowable return date..
We hope that we have handled this
matter in an expedient and thorough manner.
Sincerely,
[redacted]
Dear [redacted] We have reviewed this order and the communication with the customer in its entirety. We have made every attempt to contact this customer, and address the issue he has reported, however Mr. [redacted] has refused to provide any of the information needed to address his claim....
Please see the details and communication history outlined below: 5/10- Order shipped to the customer under FedEx tracking [redacted]5/12 - Order delivered 5/16- We received initial communication from Mr.[redacted], reporting a Gigabyte Graphics card was received. Our customer Support team responded to Mr. [redacted] requesting an image of the item he reported receiving5/22- Mr [redacted] Contacted us again requesting an update We alerted Mr [redacted] we had not received his initial response and requested he provide the following : UPC, Serial Number, packaging available This is information that is scanned into our system at the time each order is shipped The UPC and Serial number are recorded on the original invoice for the shipment. Images of the item and the condition it was received in 5/23- Several messages later the customer provided a single image of a Graphics card with no other information included. Our customer support team again requested the customer to provide as much information as possibleWe were able to pull the part number from the picture he providedThe part number the customer sent an image of had never been sold by our company. 5/24- Mr [redacted] responded and claimed he no longer had any of the packaging the item arrived in, but provided no further information on the item itself.We researched the part number from the image and provided the customer instructions directly from Gigabyte on where to locate the serial number. Again we expressed the importance of providing the information requested5/25- Mr [redacted] requested to speak with a supervisorOur supervisory team was alerted, and a notification was sent to Mr.[redacted] letting him know that a supervisor would review the order and be in contact with him no later than 5/295/26- Our supervisory Team called the number provided on the order of [redacted] and left a message at 10:25 AMAn email was sent to Mr. [redacted] requesting he contact us back A female called back and notified us the number was not connected to Mr [redacted] 5/27- Mr [redacted] responded via email and again provided none of the information requested 5/30- Another request is sent via email requesting Mr. [redacted] call our supervisory team at his earliest convenience We received no further communication from the customer after this. The customer in addition has filed a chargeback on the order. We have made every effort to investigate this further for Mr [redacted]. However, due to the following and Mr.[redacted]’s unwillingness to assist us further, we have not been able to substantiate his claim. The UPC and serial number scanned and invoiced at the time of shipment belong to the EVGA graphics card ordered. Part number “04G-P4-6255-KR”The original invoice can be supplied as a PDF upon request The Gigabyte part number pulled from the image the customer provided has not been sold by our company Mr [redacted] Claimed there was an issue with the packaging, however Mr. [redacted] was unable to provide any evidence of the packaging the item arrived in. Mr. [redacted] has provided no substantiated evidence to support his claim, and has ceased communication with us. We have made multiple attempts to reach Mr.[redacted] via email, and the phone number provided on his order. As a company who has been in business over 29 years, we make every effort to address issues our customers report in a thorough and expedient fashion. Please let me know if there is any further information or details needed surrounding this issue. Respectfully, Patricia [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.&[redacted]p; For your reference, details of the offer I reviewed appear below.
1739 Augustine PLTallahassee, FL 32301October 31, 2016Spacebound Inc.Attn: [redacted]280 Opportunity WayLaGrange, Ohio 44050To [redacted]:I appreciate you taking time to respond to my Revdex.com complaint. I was noteven aware of your response until a few of days ago. The time frame for posting a rebuttal hasexpired and although they are receiving a copy of this letter, it won’t be posted to their website.I also would like to commend you as you approach your 30th year in business. Keeping acompany up and running for so long is not an easy task.My contact with the Revdex.com was in no way motivated by a desire to receive any exclusive pricing orother special benefits from Spacebound, Inc. If that was the impression given, then that was amiscommunication on my part. The reason for it, in fact, was to address exactly the opposite.Realistically, any grievance I express can only be from my perspective. I can’t speakspecifically on how certain actions affect your other resellers, unless I was to contact them alldirectly. I do not have the time or energy to engage in such a pursuit.I will try to be as objective as possible in this response. As stated in a previous letter, I knew[redacted] about your [redacted] website until after I had made purchases from [redacted] but[redacted]. I inquired about bulk pricing and drop shipping because [redacted] pricing looked just likethat of any other reseller’s on [redacted]. I was also aware of [redacted] for many years because yourcompany was one of my [redacted] competitors. The current pricing on your [redacted] items is asignificant deviation from prior pricing and hurts your own resellers as follows.1. The wholesale prices are being posted to items that display next to identical items soldby your resellers. Some of the prices of posted are almost half the prices of yourresellers.2. Profits were already razor thin in the ecommerce world. In order to maintain areasonable sales volume, your resellers must drop prices significantly to compete withyour retail prices. This results in lost revenue instead of profit.3. If we view [redacted] was just another reseller purchasing from Spacebound, then [redacted] isreceiving exclusive pricing that no other reseller can get. If we view [redacted] as a companyoffering wholesale prices to the public, then it is being done in a way that is harmful toone group of your resellers while benefitting others.I’m not asking that you get bogged down in the details and challenges faced by otherbusinesses that happen to purchase from you. The point of the previous itemized list is tohighlight the fact that significant price changes on one of your retail sites can have a very realfinancial impact on your resellers. Here is a good example. There is an item on the [redacted]website listed as [redacted] [redacted] [redacted] (New) for $36.00single and $33.00 bulk. With shipping, the reseller cost for this would be $39.99. The [redacted] listing for this item (verified UPC and MPN) is $29.98 with free shipping. This item willrarely, if ever sell, on [redacted] at a $40.00+ price point. Incidentally, the main [redacted] website has thisitem listed at $39.99 with a $1.99 shipping cost. As you already know, there are thousands of[redacted] items priced this way on [redacted].I did not ask for your company to manipulate pricing in order to satisfy any specific wants for mycompany. I had never previously had an issue with Spacebound’s retail operations. Manymanufacturers and suppliers have been selling direct to customers for a while now, and no onehere has ever taken issue with that practice. My issue is with recent price changes that aredirectly harmful to your resellers. The list below outlines my concerns as well as suggestionsthat are fair to all resellers.1. Your recent [redacted] pricing scheme is hurtful to your resellers who are established on[redacted] and favors other resellers who happen to be established on other onlinemarketplaces. By dropping your prices so low on such an intimate marketplace, you areeffectively squeezing out your resellers. They cannot take advantage of these pricesbecause the tracking for any sales made cannot be posted to the customer transactions,which is a violation. The only option for these resellers is a very costly change to theirbusiness models.2. Why were these below-wholesale prices only offered on [redacted] instead of more neutralvenues like the main [redacted] website or the [redacted] website? Neither of those woulddirectly hurt the sales of your resellers. On the open Internet, your products rarely, ifever, appear right next to those of your resellers.3. This resembles predatory pricing when done on an online marketplace. We all knowthat many retailers have cried foul and taken to the courts when their competitorsengage in this kind of pricing (eg. [redacted] vs. [redacted] Company). I don’tagree with that reaction to a competitor. On the one hand, if a competitor can gain asignificant advantage through pricing, then they should do so as often as possible. Onthe other hand, if a supplier does this and it hurts their resellers financially, maybe theyshould rethink how they go about it.4. I don’t see how you could not know that this [redacted] pricing scheme would hurt yourresellers. Given the potential impact, why not notify them that you would be goingwholesale to the public on [redacted] and not your other websites? This would give peopletime to make significant changes to their businesses. In your reply, you made asuggestion that we choose another supplier. This is a very time consuming and costlyprocess that doesn’t get any easier as you grow a business. A simple heads up wouldhave made a world of difference as opposed to finding out about it by losing money.5. No one is asking you to change or readjust your product pricing on [redacted] for theirpersonal gain. You are offering free shipping on [redacted] items that have to be shipped allover the country. Why not offer a free shipping option on the [redacted] site as well?6. The only [redacted] products that are selling on [redacted] are the ones reduced to your current[redacted] pricing. This results in a significant loss on every sale, which is not sustainable.The products with profitable pricing no longer sell even if a reseller is pushing 400-500unique hits per month to them.By the legal definition, your company is considered to be a small business. In actuality, you aresignificantly larger than the business that you started in 1987 and a large percentage of othersmall businesses in this country. When you reach the point in which you can have a significantinfluence on other businesses (affiliates or competitors), many aspects of what people associatewith a small business begin to evaporate. There is [redacted] wrong with that because that is thereason why we are in business in the first place. As I read your Revdex.com reply, I began to realizehow insignificant my business is to Spacebound, Inc. This is not a lamentation. It is a fact.I like your company and I like what you do. That is why I previously decided to go through thepainstaking process of shifting from one primary supplier to your company as a primary. Afterlosing so much money to your pricing scheme I only sought answers and a possible remedy.This is probably the reason why one would jump to the conclusion that I am seeking specialtreatment. In actuality, I’m just trying to survive and feed my family just like everyone else. I willcontinue to work hard to do so. Obviously, the current situation is not profitable or sustainablefor our business, so I have no choice but to make major changes yet again. I can only wonderhow a much smaller, 1990s version of your company would have responded if something likethis had happened. I suppose there is no answer to this speculation because who we weremany years ago did not come with the knowledge we have now.Sincerely,[redacted]. [redacted]
Regards,
[redacted]
&[redacted]p;
Dear Revdex.com Representative,On July 9th, [redacted]'s order returned back to our processing center. With a product this expensive, we needed Ms. [redacted] to return the product back to us before we could process her claim. She was guaranteed a full refund once the product was returned back to...
us. As promised, we refunded Ms. [redacted] both her purchase price and return shipping costs. We hope that we have handled this matter in an expedient and satisfactory manner. Please feel free to reach out to us for any further clarification or documentation. Sincerely, Patricia M[redacted]CEO Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10981941, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Not sure if this lady is reading from a script or what. I've repeatedly stated that the majority of my issues were due to your disrespectful customer service agent who cursed at me and was outright rude. You continue to not acknowledge this issue so any further responses can be forwarded to my attorney. You can discuss with him the emotional distress your rude customer service has caused me.