Sphero

Initial Business Response / [redacted] (1000, 6, 2015/10/22) */ We reached out to the customer directly via phone callAfter speaking with him and offering a variety of potential actions to rectify the situation, we agreed upon a full refundMore was offered but declined by the customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response from Sphero is falseAfter messaging on Facebook, I finally got an automated response about my refundI never heard back via email or one of the 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 BBfree of charge, that would be great Final Business Response / [redacted] (4000, 10, 2015/10/29) */ From: [redacted] (mailto:***@sphero.com) Sent: Thursday, October 29, 12:PM To: [redacted] Subject: [redacted] HI *** This email is regarding [redacted] 's complaint (I am sorry, I do not have the case # for this one)***'s credit card charge has been refunded, please see documentation belowWe also shipped a unit out to the customer because of the difficulties he experienced trying to place his orderPlease let me know if you require additional informationThanks! ________________________________________ Transaction ID: XXXXXXXXXX Transaction Status: Refund (Print) (Close) Settlement Information Settlement Amount: USD (149.99) Settlement Date and Time: 15-Oct-17:39:MDT Business Day: 15-Oct- Batch ID: XXXXXXXXX Authorization Information Authorization Amount: USD (149.99) Submit Date /Time: 15-Oct-13:50: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 / [redacted] (2000, 12, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2015/11/12) */ I sincerely apologize on behalf of the entire Sphero teamYour 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 refundYou 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 / [redacted] (2000, 8, 2015/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got the refund todayThank you

Initial Business Response / [redacted] (1000, 6, 2015/12/21) */ Hello [redacted] , My name is [redacted] and I'm an Operations Coordinator here at SpheroI personally emailed your wife, refunded and shipped your items in two shipments from two warehousesThe first shipment arrived this morning with UPS tracking # [redacted] The second shipment is set to arrive tomorrow at 8:PM with FedEx tracking # [redacted] Also, J [redacted] personally reached out to you and resolved the issue and shipped a second set of everythingBelow 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]

Hello [redacted] , 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 your order and it appears that we delivered your items on 1/at 9:AM (USPS tracking [redacted] )I also just went in and refunded your order for the full amount of the purchase ($149.99), because we simply didn't deliver on our promise to you as a customer (see attachment)If we can do anything else to turn your experience around, please let us knowAll the best, [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 meI would like to add that the resolution was more than fair and the product is exceptionalI 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 / [redacted] (1000, 6, 2015/12/21) */ Hello ***, My name is [redacted] and I reached out to you personally and shipped your order with expedited shippingYour tracking information is [redacted] (see attachment)I also refunded your order for the full amount of your purchase and that should be reflected in your bank statement within a few business days depending on how long your holding bank takes to process credits I will also email you detailing this information Thank you! Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) This issue was resolved after [redacted] stepped in to assist

Hello [redacted] , 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 into your shipment, and [redacted] helped get you your order, plus a whole other Sphero and Nubby Cover, both on 12/(UPS tracking [redacted] ; [redacted] ).If we can do anything else to right these wrongs, please let us knowBest, [redacted]

Hello [redacted] , 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 your order and saw that it did not make it to you until 12/(UPS tracking [redacted] ) Because of this, I have gone in and refunded your order for the cost of the robot you purchased ($99.99, see attachment) which you will see credited to your account in the next few business days depending on your holding bankIf we can do anything else to right these wrongs, please don't hesitate to reach out to me directly at [redacted] @sphero.comAll the best, [redacted]

Hello [redacted] , We are truly sorry for the issues that impacted your orderWe consider our customers our family and when we let a family member down, it hurtsThis is why we overnighted your package that arrived on 12/at 9: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 knowAll the best, [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. 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]

Initial Business Response / [redacted] (1000, 6, 2015/10/29) */ From: [redacted] (mailto:***@sphero.com) Sent: Thursday, October 29, XXXX X:XX PM To: [redacted] Subject: [redacted] Hello *** This email is regarding [redacted] 's complaintWe refunded [redacted] 's PayPal charge on 10/ (please see documentation below)We also sent [redacted] a unit because of the difficulties he experienced with his orderPlease 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 $ Refunded Items 2x BB-8TM by Sphero (R001USA) Gateway PayPal Express Checkout Status success Type refund Created Oct 20, 2015, 1:05PM

Hello ***, First off I want to apologize for the experience you have had with our company, it is not how we do business or strive to treat our customers, and for that I cannot apologize enoughI was in contact with your wife, ***, in December and made sure you were taken care ofEverything was delivered, according to UPS tracking number [redacted] , on 12/23/at 8:AM and your order was refunded in full on 12/17/for the amount of $If we can help with anything else at all, please reach out to me directly at [redacted] All the best, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/23) */ Hello ***, I sincerely apologize for the challenges that have impacted your orderI took ownership of this situation and overnighted your order from our warehouse in CaliforniaThat was delivered today at 9:AM this morning with UPS tracking # [redacted] Please don't hesitate to contact me with questions or concerns Thank you so much, [redacted] Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Did receive BB-referenced in company's reply on 12/23/Did not receive Sphero until 12/28/15, well after the guaranteed delivery dateCompany has promised to refund amount of purchase

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ I cannot apologize enough for your experience with Sphero and our customer supportWe 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 purchaseI also personally created a shipment with one of our distributors and included a Sphero along with your original order for a BB-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 / [redacted] (2000, 8, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got a refundI went to my local retail store and business bought the productFinally!

Complaint: [redacted] I am rejecting this response because:The company will not admit their fault in advertising and provide a refund given that I received this as a gift 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 orderIt was unacceptable on our part and we do not do business that wayI took a look into your order and it appears that we refunded your order for the full amount of the purchase on 12/(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 helpAll the best, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/11/12) */ I can't apologize enough for the negative experience and poor customer support she received As far as the issue with placing two orders goes, we cannot place order for someone, so this may be an isolated case of a bug with our checkout cart and has been brought to our development team's attention Attached are two screenshots, one of the two orders showing a "Refunded" status, the first order was refunded on 10/and the second on 11/3, and the second screenshot showing the last communication made with [redacted] where our agent attached two return shipping labels Again, I can't apologize enough for this experience and please reach out to me directly at [redacted] @sphero.com with any further questions or concerns Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

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 $USD) I actually made two purchases....order [redacted] and *** Neither order arrived on or before Christmas as promised by your business These were orders...for 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]