Sphero, Inc.

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.  Please let [redacted] and [redacted] at Sphero know that I appreciated their efforts on Christmas Eve and that I hope they have a less stressful Christmas Eve this year.
Sincerely,
[redacted]

Hello [redacted], I want to start by apologizing for everything you went through to receive your order. It was unacceptable on our part and we do not do business that way. I took a look into your shipment, and [redacted] helped get you your order, plus a whole other Sphero and Nubby Cover, both on...

12/23 (UPS tracking [redacted]).If we can do anything else to right these wrongs, please let us know. Best, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Thank you for sending the extra sphero and nubby. I would honestly like to order some other things from your company for my little girls birthday which is coming up at the end of this month but I really can't chance it. She is really wanting a Ollie to go with it but I'm not sure what to tell her. She loves the sphero ball but she had to wait until I was able to see her after Christmas to get it because I had her the weekend before Christmas and weekend after.   Sincerely, [redacted]

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.
Sincerely,
[redacted]

Hello [redacted],  I want to start by apologizing for everything you went through to receive your order. It was unacceptable on our part and we do not do business that way. I took a look into your order and it appears that we refunded your order for the full amount of the purchase on 12/21 (see...

attachment). I know this isn't ideal, and if you ever need anything or if I can personally assist in turning your experience around, please let me know, I am more that happy to help. All the best, [redacted]

Initial Business Response /* (1000, 6, 2015/11/12) */
I sincerely apologize on behalf of the entire Sphero team. Your experience falls far short of our expectations of ourselves, so I entirely understand your frustration with this process.
I refunded your purchase for the full amount of...

$174.99, attached below is proof of that refund. You should also be receiving a notification email with the the same information.
Again, I apologize and please email me at [redacted]@sphero.com with any questions or concerns and I will be happy to help.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got the refund today. Thank you.

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. I would like to add that the resolution was more than fair and the product is exceptional. I believe that the company is excellent and what I experienced was only due to a huge volume of orders, not any deficiencies on the part of SPHERO.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/22) */
Hello [redacted],
I am personally shipping you your BB-8 plus an Ollie Darkside via UPS overnight shipping to arrive tomorrow 12/23.
I cannot apologize enough for your experience and if there is anything else I can do to rectify the...

situation, please email me directly at [redacted].
All the best,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will say this has been the quickest response I've received from Sphero and they did an awesome job following up and shipping the package in a timely manner. I'm disappointed that a tracking number wasn't supplied so I couldn't track the package. I'm also disappointed that I didn't hear from the owner of the company or a higher level of management. This would have at least let me know that they were aware of the issue but since they didn't respond I'll never know. Going forward I'd just have to say to Sphero is to please provide tracking information and if you can't fulfill a promised shipping date let the customer know the reason behind it.
That is all and thanks for everyone's help in resolving this issue. Have an uber awesome X-mas.
[redacted]

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First off, my name is [redacted]...not what you referred to me as ([redacted]).  It appears the refund being issued is for one order ([redacted]...a total of $129.99 USD).  I actually made two purchases....order [redacted] and [redacted].  Neither order arrived on or before Christmas as promised by your business.  These were 2 orders...for 2 separate children.  I ended up buying both children replacement toys from a competitor because I simply could not trust your organization to deliver.  Please issue a refund for both orders and not just one.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/22) */
We reached out to the customer directly via phone call. After speaking with him and offering a variety of potential actions to rectify the situation, we agreed upon a full refund. More was offered but declined by the customer.
Initial...

Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from Sphero is false. After messaging on Facebook, I finally got an automated response about my refund. I never heard back via email or one of the 4 voice mails I left for customer service.
It appears that the only customer service they offer is via there facebook page.
The Revdex.com should explore their page and see the endless complains from customers who have the same issue as me; orders placed, cards ordered, and no products shipped or delivered and no response from customer service.
If Sphero would like to send me a BB8 free of charge, that would be great.
Final Business Response /* (4000, 10, 2015/10/29) */
From: [redacted] (mailto:[redacted]@sphero.com)
Sent: Thursday, October 29, 2015 12:57 PM
To: [redacted]
Subject: [redacted]
HI [redacted].
This email is regarding [redacted]'s complaint (I am sorry, I do not have the case # for this one). [redacted]'s credit card charge has been refunded, please see documentation below. We also shipped a unit out to the customer because of the difficulties he experienced trying to place his order. Please let me know if you require additional information. Thanks!
________________________________________
Transaction ID: XXXXXXXXXX
Transaction Status: Refund

(Print) (Close)

Settlement Information
Settlement Amount: USD (149.99)
Settlement Date and Time: 15-Oct-2015 17:39:39 MDT
Business Day: 15-Oct-2015
Batch ID: XXXXXXXXX
Authorization Information
Authorization Amount: USD (149.99)
Submit Date /Time: 15-Oct-2015 13:50:34 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: [redacted]
Final Consumer Response /* (2000, 12, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello [redacted], First off I want to apologize for all of the difficulties you encountered in trying to receive your order, its not the way we do business, and for that I cannot say sorry enough. I took a look into your order and saw that we fully refunded you on 12/24 and shipped your...

items via UPS Next Day ([redacted]) to arrive on 12/31 at 10:51 AM. If this is not the case, please let me know at [redacted]@sphero.com and I'll make sure this is resolved ASAP.Again, I'm sorry for the inconvenience, and if we can help with anything else, please let me know. Best, [redacted]

Final Consumer Response /* (2000, 7, 2015/11/23) */
I wanted to follow up to say the issue was resolved. A refund was issued on 11/19/15. Thank you.

Initial Business Response /* (1000, 6, 2015/10/29) */
From: [redacted] (mailto:[redacted]@sphero.com)
Sent: Thursday, October 29, XXXX X:XX PM
To: [redacted]
Subject: [redacted]
Hello [redacted].
This email is regarding [redacted]'s complaint. We refunded [redacted]'s PayPal charge on 10/23...

(please see documentation below). We also sent [redacted] a unit because of the difficulties he experienced with his order. Please let me know if you require any additional information.
Thanks very much.
1:05PM
Order #XXXXX
Refunded by [redacted]
Authorization Key 8CXXXXXXPXXXXXXXX
Message Success
Amount $299.98
Refunded Items 2x BB-8TM by Sphero (R001USA)
Gateway PayPal Express Checkout
Status success
Type refund
Created Oct 20, 2015, 1:05PM

Final Consumer Response /* (2000, 7, 2016/01/04) */
Sphero finally answered my e-mails after I told them I had submitted a complaint with the Revdex.com. They have processed a full refund.

Final Consumer Response /* (2000, 9, 2015/12/28) */

Initial Business Response /* (1000, 6, 2015/10/22) */
We reached out to the customer via phone and email. After refunding her order for the full amount, we suggested she keep the unit and donate it to a local school if she didn't want to keep it herself.
She agreed that was a great idea and she...

will be adding the toy to her children's school auction

Initial Business Response /* (1000, 6, 2015/12/17) */
I cannot apologize enough for your experience with Sphero and our customer support. We have let you down as a valued customer and I truly hope I can right these wrongs.
I started by refunding your card for the full amount of your purchase. I...

also personally created a shipment with one of our distributors and included a Sphero 2.0 along with your original order for a BB-8. I emailed our distributors personally to get that shipment to you next week.
Please reach out to me directly at [redacted] if you need help with anything at all.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a refund. I went to my local retail store and business bought the product. Finally!

Hello [redacted], We are truly sorry for the issues that impacted your order. We consider our customers our family and when we let a family member down, it hurts. This is why we overnighted your package that arrived on 12/28 at 9:27 AM (UPS tracking number [redacted]) and also refunded your...

order for the full amount of your purchase.  Again, we can't apologize enough, and if we can do anything further, just let us know. All the best,[redacted]