Sphero, Inc.

Initial Business Response /* (1000, 5, 2015/10/22) */
We reached out to the customer personally via phone call and resolved the issue, refunded her purchase for the full amount and sent off a little extra something for her inconvenience

Hello ***, I want to start by apologizing for everything you've been through just to receive your orderIt was unacceptable on our part and we do not do business that wayI went in and shipped your BB-with UPS Next Day shipping and refunded your order in fullYou have not received the
level of service we strive for and for that we cannot apologize enough.If I can help with anything else at all, please send me an email at *** and I will happily take care of you. Best, ***

Initial Business Response /* (1000, 6, 2015/12/17) */
Hello ***,
I can't apologize enough for the lack of communication and order problemsI am personally taking care of this order and am shipping it overnight from our distributor
Again, I'm sorry it came to this point to get the help
you needed and please reach out to me personally at *** if you ever need anything else
Initial Consumer Rebuttal /* (2000, 8, 2015/12/18) */

Hello Taylor, I understand your frustration and am happy to do all I can to find a fair middle ground here. First off, we never claimed that BB-contained sensors that would stop it from colliding with other objectsThe video was shot by our small media team and the BB-was controlled
by our media manager with a mobile device just like the one's our customers own with the same app available to everyoneThere were no special effects used to make that videoSecondly, I have attached above a screenshot of the interaction between you and our support staffOn 12/you sent us a message much like the one provided here and our support staffer, Lacey Stonerod-Pereira, replied minutes later offering you an RMA to which we received no reply. So we have a few options we can exercise from here: 1) If you purchased BB-directly from our online store, we can offer you a return and full refundTo do that, we would need an order number, as I checked all of our order systems and your name and email do not pull anything up. 2) Even if you did not purchase BB-through us, we can offer you an exchange where you can return your BB-to us in exchange for an equally priced item on our store. Please email me directly at *** if you would like to proceed with any of those options or simply to have a more in-depth conversationI hope to hear back soon!Best, *** ***Operations Coordinator Sphero

Initial Business Response /* (1000, 6, 2015/10/29) */
I am writing in regards to case #: XXXXXXXXThis credit card was refunded, here is documentation belowWe also sent a unit out the customer because of the difficulties he experienced with his orderPlease let me know if you require any
additional information
Best regards,
Transaction Detail
Help
________________________________________
Transaction ID: XXXXXXXXXX
Transaction Status: Refund
(Print) (Close)
Settlement Information
Settlement Amount: USD (279.98)
Settlement Date and Time: 27-Oct-17:34:MDT
Business Day: 27-Oct-
Batch ID: XXXXXXXXX
Authorization Information
Authorization Amount: USD (279.98)
Submit Date /Time: 27-Oct-13:17:MDT
Authorization Code:
Reference Transaction ID: XXXXXXXXXX
Transaction Type: Refund
Market Type: eCommerce
Product: Card Not Present
Address Verification Status: AVS Not Applicable (P)
Card Code Status: Not Applicable
CAVV Result Code: Not Applicable
Fraud Score Applied: Not Applicable
Recurring Billing Transaction: N
Partial Capture Status: Not Applicable
Customer IP:
Initial Consumer Rebuttal /* (2000, 8, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I suppose a refund will be sufficeI was hoping to purchase these products for my Niece and Nephew for Christmas since they were really interested in themI am still very interested in the product, so I will instead purchase them from ***

Final Consumer Response /* (2000, 6, 2015/12/22) */

Final Consumer Response /* (2000, 6, 2015/12/22) */
Customer sent email:
Please Disregard Revdex.com Case #XXXXXXXX
The case is about a missing shipment; however, the shipment was receivedAlthough a week late, I am satisfiedPlease erase & disregard the Revdex.com case ID XXXXXXXX

Hello ***, I want to start by apologizing for everything you went through to with your orderIt was, and still is, unacceptable on our part and we do not do business that wayI went in and made sure the rest of your order was pushed through to our warehouse and upgraded to UPS Next Day
shippingI also refunded your order by $104.48, as what you've been through is not the level of service we strive for. Your shipment ID is ***, and will arrive on Thursday at the latest. If you have any questions or concerns, please don't hesitate to reach out to me directly at ***@***I am committed to making this right. All the best, ***

Hello *** I want to start by apologizing for everything you went through to receive your orderIt was unacceptable on our part and we do not do business that wayI checked on your order and it appears that your BB-was delivered on 12/at 2:PM and was signed for by *** ***,
according to FedEx tracking number ***If it did not arrive, please let me know via email at ***@*** and I will make sure you are taken care of. All the best, ***

Hello ***, First off I want to apologize for the trouble you had to go through to receive your order and it pains me that we weren't able to get your son his BB-by the 25thI did take a look into your order and saw that we refunded your order in full on 12/at 10:PM (*** ***)
and shipped your BB-(UPS ***) to arrive on 12/at 9:AMIf this is not correct, please contact me directly at ***. All the best, ***

Hello ***, First I want to start by sincerely apologizing for the difficulties that affected your order and our inability to help quick enough to get you your items before ChristmasThis is not how we do businessI looked into your order and saw that we refunded you for the amount of your
purchase ($49.99) on 1/11/at 3:PMWe also shipped your order with expedited shipping, and that arrived on 12/30/at 9:AM according to your UPS tracking number (***)Again, I can't apologize enough for your experience, and if I can help with anything else at all, please let me know at ***. All the best, ***

Initial Business Response /* (1000, 6, 2015/12/17) */
Hello ***,
I want to start by apologizing for the delay on your shipmentI am here to make this rightI am shipping your order directly from our office with FedEx overnightThis is your tracking number: ***
Please reach
out to me directly if you ever need any assistance, its ***
Best,
***
Initial Consumer Rebuttal /* (2000, 8, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello Dawn, My name is Travis Parke and I'm an Operations Coordinator here at SpheroI want to start by apologizing on behalf of our entire team here at Sphero for the level of service you receivedIt is not how we do business nor what you should have to expect from usI truly can't
apologize enough. As for you order, I checked into your order and according to UPS tracking number ***, your order was delivered on 1/6/at 12:PM and left at the front deskWe also went in and refunded your order $on 12/for the trouble you had to go through. Again, I am so sorry for the hoops you had to jump through to receive your order and if there is anything at all that we can help with, please reach out to me directly at [email protected]. All the best, Travis

Final Consumer Response /* (2000, 7, 2015/11/10) */
Company contacted me the same day and remedied the situationI consider the issue resolved and was impressed with how well they handled the situation once it was escalated

Initial Business Response /* (1000, 9, 2015/11/12) */
I cannot apologize enough for what we inadvertently put *** throughLooking through her support history and reading her story above pains meWe let this customer down in a big wayA refund was issued, but today (11/12) I am personally
shipping out a BB-and an Ollie (another robot) overnight to arrive tomorrow (11/13) afternoonTracking: XXXXXXXXXXXX
If *** wishes not to keep the droid and robot, I implore her to donate them to a local school or charitable organization
Attached below are screenshots of her refund and order history for the record
As far as fraud goes, I assure you we are not in the business of ripping off customers, but I entirely understand if we gave *** that impression, I would feel the exact same way if I were in her position
Please reach out to me personally at ***@sphero.com with any further questions or concerns
Initial Consumer Rebuttal /* (2000, 11, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I really appreciate the sincere apologyI was not looking to get anything for free from the companyI only wanted to make sure this was not happening to other consumersI am satisfied that the company took this seriouslyThank you

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

Hello ***, Here is a link to the video I believe you are referring to: ***I personally re-watched it and found that nowhere in the video do we claim that BB-has sensors to avoid a collisionI have played with BB-extensively and can assure you that everything you see in the video can be done using the app. As for a refund, the only way to offer that directly is if the BB-was purchased on our online store ***If you are unhappy with your droid, and it was purchased at a brick and mortar retailer, you can take a gift receipt to the the store in which it was purchased for a refundIf you, or whomever purchased it for you, have an order number associated with a purchase made on our online store, I would happily get an RMA and refund going for you Again, please feel free to email me directly at ***. Best, *** ***Operations CoordinatorSphero

Hello ***, I want to start by apologizing for everything you went through to receive your orderIt was unacceptable on our part and we do not do business that wayI took a look at the status of your order and it appears that we refunded your order in full (see attachment) on 12/and
delivered your shipment on 12/at 11:AM (UPS tracking ***). If we can do anything else at all to make this right, please let me know. All the best, ***

Initial Business Response /* (1000, 6, 2015/12/23) */
Hello ***,
I sincerely apologize for the challenges that have impacted your orderWe as a company strive for greater service than you have received
I went in and refunded your order for a total of $That money should be
returned to you account in a few business days depending on your holding bank
Please, if I can help with anything else, feel free to contact me directly at ***
Best,
***
Initial Consumer Rebuttal /* (2000, 8, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/12/21) */
Hello [redacted],
My name is [redacted] and I'm an Operations Coordinator here at Sphero. I personally emailed your wife, refunded and shipped your items in two shipments from two warehouses. The first shipment arrived this morning with UPS...

tracking # [redacted]. The second shipment is set to arrive tomorrow at 8:00 PM with FedEx tracking # [redacted].
Also, J[redacted] personally reached out to you and resolved the issue and shipped a second set of everything. Below are three screenshots of your tracking information and refund information.
I am also emailing your wife directly with this information as well.
Please feel free to email me directly as well at [redacted].
Best,
[redacted]