Spectrum Medical

I am rejecting this response because: Just a point of clarification regarding the response by businessThe day that Mr [redacted] sent me a response was the SAME day that I submitted the RMA Refund request per his directionSee attached file showing said request I am also providing you copies of the email trail asking for a follow up from Mr [redacted] on JUNE 10, regarding status of said RMA request, which I also forwarded to him No response to eitherI have attached the emails, PROOF, and attempts to work it out with the company prior to this complainTo have the company say otherwise and put it back on me is ridiculous For your review Revdex.comLet me know if this complaint is legit or not

Hi ***, We apologize for the delay. Somehow your warranty request was not processed in a timely manner and was overlooked during the processing of other warranties. This delay is not as most warranty requests are completed in 1-weeks including shipping times.Customer
satisfaction is very important to us and we would like to make it up to you by first refunding your initial purchase, sending you a replacement for your warranty, and sending you a second set of insoles for free to make up for the delay. You will receive a tracking number later today. We hope this is a satisfactory resolution and look forward to gaining your business again in the future.Sincerely,Foot Relief Insoles LLC

This complaint should never have been filed. We ask that you remove it from our record. We have made every effort to satisfy this customer and recently asked him to fill out the RMA Refund Request Form so we could send him a refund. This was on 4/27/15. We have yet to receive
a completed RMA Refund Request Form. Attached is a copy of the email we sent him. When we received notification from this customer on 4/21/that the replacement pair failed, we were more than willing to replace the insoles under our two year warranty however the customer indicated the following in an email "very disappointed with the product and don't care to receive any replacements". Otherwise we would have immediately sent a replacement. The customer was also months beyond the day refund policy when we received notice about the second pair of insoles failing. Nowhere in his recent email to us did he state that he wanted a refund. The customers own email caused us confusion. Even with the confusion his email caused, and being beyond the day refund policy, we still replied within days asking him to fill out the RMA Refund Request Form so we could refund him. However as of today 6/25/we have not received a completed RMA Refund Request Form from this customer. We are refunding this customer without a completed RMA Refund Request Form. Had the customer complied with our request and filled the RMA Refund Request Form when we asked him to on 4/27/15, we would not be having this conversation.Although there was a delay sending him the first replacement pair of insoles, that is a separate issue that has long since been resolved over months ago. The customer did receive replacements upon the first instance of filling out the RMA Warranty Replacement Form. Since then we have greatly increased our response time to customer replacement requests.Most customers report that our insoles last two years or longer and some customers have had the same set of insoles for over years now. Some athletes do experience shortened lifespan due to the high impact placed on our product however manufacturer defects although rare are unforeseen.We are currently working on a layer sports model of our insoles for athletes. Foot Relief Insoles strives to ensure customer satisfaction at all times and our liquid insoles have the lowest defect rate of all liquid insoles in the industry. We are always improving our product for increased durability and stand behind our guarantee to replace our insoles at any time during the two year warranty period without exception.Sincerely,Foot Relief Insoles

We appreciate the customer following up with us concerning this matter. For some reason we did not receive the RMA refund request. We are checking with our web service provider to make sure our email system and web form is working properly. We always honor refund requests that are submitted within days of the original purchase date. This customer was well beyond the day refund time frame however we are more than willing to refund any customer that is not fully satisfied. We are refunding the customer at our own discretion since technically the customer was only eligible for a replacement. A refund check will be sent promptly.Sincerely,Foot Relief Insoles

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

I am rejecting this response because:The initial response by the business indicated I should have never sent the complaint in the first place due to MY negligence and due diligence I attempted to give the business the benefit of the doubt to receive the insoles and received it after months of waiting and a follow-up The insoles I received as a replacement were faulty and failed me after a short time using it.I used the contact information on their website to indicate my experience was not a good one with the product after failing twice, which they gave me an opportunity for a refund I followed all the steps indicated by the company regarding their customer service and satisfaction, and this company had the audacity to paint their response to Revdex.com during this complaint process by indicating that I was the one who was at fault in this whole process.So here is the re-cap No apology by the company regarding the product that failed to deliver TWICE Company putting me, a customer, at fault via response, indicating I did not follow the warranty steps I provide PROOF of my attempts via contact prior to this complaint, and they indicate they were doing me a favor by refunding me a product when I was only entitle to a replacement How does this make sense when I would receive essentially a replacement of a replacement?I have since received my refund from them, almost a year since my purchase of the first insoles The customer service was not very good in this process, the insoles I received initially and the replacement last but months between the two of them, and I do not take kindly to a company putting a customer like myself at fault when I did everything in my power to communicate in good faith The only way I was to receive any type of refund was through this processand that is unfortunate.If this is how you treat ALL your customers, any prospective customers should know about it

***,We apologize for the delay in issuing your refund. We had above average orders for the holiday season which caused a slight delay. We sent your refund check last week and you should have received it, or will receive it any day. We sent your refund prior to your
post.Sincerely, Foot Relief Insoles

Revdex.com:
I have reviewed the response made by the business inreference to my concern, and find that this resolution is satisfactory to me. They have finally responded and sending me replacements

I am rejecting this response because:
Just a point of clarification regarding the response by business. The day that Mr. [redacted] sent me a response was the SAME day that I submitted the RMA Refund request per his direction. See attached file showing said request.
I am also providing you copies of the email trail asking for a follow up from Mr. [redacted] on JUNE 10, 2015 regarding status of said RMA request, which I also forwarded to him.
No response to either. I have attached the emails, PROOF, and attempts to work it out with the company prior to this complain. To have the company say otherwise and put it back on me is ridiculous.
For your review Revdex.com. Let me know if this complaint is legit or not.

Thank you for bringing this to our attention.  We are not sure why there was a problem with our online chat service however we are taking steps to ensure a positive customer experience and correcting any issues we find with our website.  We are sending you replacement Miracle Warmers...

now.  We are always happy to replace products that become defective during the warranty period.  Thank you for your business.  Sincerely,  Foot Relief Insoles

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me, pending receipt of promised products and refund.