Steeltree Construction, Inc.

The customer first contacted BestNest on 11/to indicate that the pump that she received was not the one that she ordered."However, today I received a 950gph/pump!This is definitely NOT
powerful enough for my pond and koi!"After letting the customer know that we performed an inventory and
shipping weight verification on her order, she proceeded to let us know that she did receive the correct item but that it was now damaged We informed the customer that we would send her a replacement intake for the pump which shipped 11/via USPS tracking number *** with an expected delivery date of Monday the 30th The replacement cover is intended to be removed periodically for pump maintenance and it is reasonable to expect that any pump owner perform this maintenance This resolution provides the customer with a new, original condition pump in the fastest time frame and without the need for the customer to return anything.BestNest

The customer contacted BestNest on 6/1/to indicate he was having problems with his item We politely and promptly addressed his concern. His item was purchased more than a year prior to making contact This item does not feature a warranty that is expressed or implied
Despite this item being more than a year old (well outside of our day return policy), we did offer the customer a reasonable solution in this case Without requiring the customer to return the item at his expense, we offered the customer a replacement at reduced cost The typical cost for this item is more than $after freight; we offered the customer a good faith replacement at our cost of $which includes freight This is an isolated instance with this product and a replacement will likely rectify any problem that occurred here Third party reviews of this item have indicated that the item is well received by customers and used with great successThe resolution offered to the customer was a good faith effort to resolve his concern while under no obligation to do so

The customer has chosen not to receive a warranty replacement They may return the item in accordance with the return policy The return policy is posted online, printed on every order's packing slip, and presented to customers before a return is authorized Once we receive the customer's return, we will evaluate the item and process a credit We do not issue prepaid shipping labels in the event of a return We recommend that the customer use an insured, trackable shipping method for their return

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that it does not resolve my complaint.
The seller continues to claim that it is only in "rare instances" that one of their products disintegrates in under one year. In their other response, they claimed improvements in the product (suggesting they knew about this problem)If all that were true, they would offer to stand by this second product for a year, or have replaced the first (and obviously unimproved) product. Since they will do neither, I will take my business elsewhere. I refuse throw good money after bad, I refuse to spend more money with a company that says, "oh well, it was guaranteed..." when I followed THEIR instructions for care and cleaning. By the way, I also purchased an expensive bird feeder and other items from them, all of which I was happy - other than the fact I thought they were slightly overpriced. But they are still working as advertised. I say this to demonstrate they just lost an otherwise good and satisfied customer because they refuse to stand behind their product.Thank you for trying, Revdex.com
Regards,
*** ***

The customer received an item with damage to the shipping box but not the item itselfUnfortunately, we cannot guarantee the type or condition of shipping containersItems may be shipped in color boxes, brown boxes, or even bags and envelopesThe customer made a return request rather than
answering any questions about the situationThe refusal to answer questions limits our ability to resolve all concernsThe customer's return request was granted The customer elected to return the item at their expense after being notified that no shipping and handling charges are refundable, including the shipping expenses incurred by BestNest The returns department received the item (the item was in original factory new condition with no shipping damage) and entered credit to the customer In this case, the customer has already received a refund and no further action can be taken

The customer contacted BestNest on Saturday, 7/to indicate that their pump was no longer working properly We responded with instructions on troubleshooting and obtaining a warranty replacement of the item We spoke with the customer on Monday, 7/and presented the options available
to the customer The customer was offered a warranty replacement or the ability to return the item A warranty replacement was offered at no charge, while the return would be handled in accordance with the return policy Shipping and handling charges are not refunded in the event of a return At no time were we rude to the customer We do recommend that any pond owner caring for fish keep a backup pump available As such, we did ask the customer why they would not wish to have a backup pump for their fish pondOnce we receive the customer's return, we will process it according to the return policy available online, printed on every order packing slip, and presented to every customer prior to authorizing a return

The customer has already received her pump's replacement cover, which provides the customer with a new, complete item While we can appreciate the customer's example, it simply does not apply in this case The fist line of the pumps service and maintenance section reads as follows:"SERVICE AND MAINTENANCE
The pump cover should occasionally be removed to clean and inspect the impeller assembly."We have attached a PDF version of this pump's manual for reference The customer is welcome to return the item and replacement cover, and we will be happy to perform this routine maintenance for her Unfortunately, there is nothing further we will offer the customer in this case

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

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.  For your reference, details of the offer I reviewed appear below.Company shipped item in nothing to prevent damage, they put a label on the product and were surprised when it arrived damage. Regardless if item was damaged, this was a Christmas gift, I could not gift it with a HUGE hole in the box with parts sticking out. The likelyliness of the product being damaged with high.The company left me no choice but return at MY EXSPENSE to reorder a new product elsewhere not damaged. Additionally they deducted THEIR shipping from my refund, leaving me out $23 for their carelessness. Not only did I respond to all questions and included pictures they stopped responding when it was clear I was angry about being shorted so much bc of their lack of concern when shipping an item. I reordered the product from a different company who not only put the product in a box but placed proper padding in it to insure it arriving safely. This company has the worst customer service I've ever experienced, placing blame on everyone else and taking ZERO responsibility.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I never spoke with anyone from the company on 7/9.  They were closed and there was NO troubleshooting done.  I left a voice message on their machine.  I spoke with BestNest on 7/11 and yes I was treated rudely.  Again, Im not sure what troubleshooting they are referring too since the first lady I spoke with asked if the pump was submerged, had a cap on, was it lying vertical or horizontal.  That's it.  I spoke with the actual manufacturer yesterday - Franklin electric ###-###-#### and they were very concerned over my treatment and the level of customer service I DID NOT receive while BestNest is distributing their product.  I was informed by "Trish" that a representative will be in contact with BestNest over the shipping charges that I am paying to ship a defective product back to them as well as the lack of customer service.  It was rude to ask me why I didn't have a backup pump.  It was NOT a suggestion it was more of "well that's your fault"!  The manager that I spoke with Zach was condescending.  He did not care that my situation may be different from other customers.  I called the company right away on 7/9.  They were closed.  What was I supposed to do?  I needed a pump.  He also told me yesterday that for a replacement I would need to peel the sticker off the pump and mail the sticker to them and THEN I would receive a replacement.  I don't need a replacement.  I would have been more than happy with a replacement from BestNest had they been open when I called on Saturday 7/9, unfortunately this was not the case.  So instead they tell me too bad and send it back and we will give a refund minus shipping charges that I didn't originally pay since it was free shipping.  How do you not charge someone, then take it out of a refund?  The manufacturer is pretty upset by this telling me ALL distributors sign a contract, especially regarding customer service.  THIS IS NOT THE MANUFACTURERS POLICY regarding returning defective items. I would appreciate a return label so this can get back to them in a timely fashion and we can put this ugly experience behind us.

Date Sent: 1/13/2017 9:39:09 AMRevdex.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.  For your reference, details of the offer I reviewed appear below.Company shipped item in nothing to prevent damage, they put a label on the product and were surprised when it arrived damage. Regardless if item was damaged, this was a Christmas gift, I could not gift it with a HUGE hole in the box with parts sticking out. The likelyliness of the product being damaged with high.The company left me no choice but return at MY EXSPENSE to reorder a new product elsewhere not damaged. Additionally they deducted THEIR shipping from my refund, leaving me out $23 for their carelessness. Not only did I respond to all questions and included pictures they stopped responding when it was clear I was angry about being shorted so much bc of their lack of concern when shipping an item. I reordered the product from a different company who not only put the product in a box but placed proper padding in it to insure it arriving safely. This company has the worst customer service I've ever experienced, placing blame on everyone else and taking ZERO responsibility. I received a partial refund, minus their $10 shipping and the shipping they had me pay to return $13. For a $57 purchase, I paid $23 in shipping

We have included in our response, the exact correspondence between BestNest and the customer regarding this item's condition and return:Our response to the customer's initial claims:"We do apologize that the shipping carrier damaged the packaging in this shipment. Before we can continue the resolution process, please open the package and assess the item's condition. The item may also be returned if you desire. We do accept returns on new, unused items within 30 days. While we do not have a restocking fee, we do not include our shipping and handling costs in return credits. Once we receive an authorized return, we will typically process it within 7 business days. "Customer response:"If you had shipped it with care, not just shipping the product box, this wouldn't have happened. I'm not wasting any more of my time on this. I will send it back and reorder from someone else." The customer did return the item rather than inspect the item itself.  The item itself was received by our returns department in factory new, original condition with no shipping damage.  The customer's return was processed as a standard return as outlined in our email to her.

The bat house is currently priced at $54.99 with a $15.90 shipping and handling charge by [redacted].  The product's construction has proven to live up to expectations in all but very isolated instances.  As with any product made from natural materials, differences in the product's construction and longevity are normal.  Despite the item having no warranty, we did agree to offer the customer a resolution in this case as a good faith effort.   We did not try to profit from the scenario in any way and offered the customer a replacement item at our cost level of $35 and no shipping charge.  Unfortunately, this is the resolution we are able to offer the customer in this instance.

The customer placed an order on 3/22 and her order was shipped on 3/23 via the priority mail shipping option as selected by the customer.  The order was placed in a priority mail shipping box, weighed, and shipped using a prepaid shipping option with tracking number [redacted]....

 The customer contacted BestNest on 3/27 to indicate that the post office required her to pay an additional $10.15 in order to leave the package.  The tracking information for the package indicates the following:March 25, 2017, 1:17 pm Delivered, Left with Individual [redacted] It is customary for the post office to update tracking information with the status of "insufficient postage" and return packages to sender in the event of that occurrence.  BestNest spoke with the customer's local postmaster regarding the customer contact.  The local postmaster informed BestNest on 3/27 that the charges were incurred as a result of the package being forwarded by the customer to an address not typically served by the priority mail shipping service.  Had the customer contacted BestNest regarding any complications with delivery, BestNest could have provided a no cost solution to the customer.  Unfortunately, as the charges the customer paid were paid directly to the local post office and not to BestNest, we are unable to refund that money.

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.  For your reference, details of the offer I reviewed appear below. That was very nice they decided to include a single excerpt from our conversation. Unfortunately, this was part of a LONG string of communication , in which I also stated everything appeared to be there but without checking a parts list and assembling I had zero way to telling if it was damaged. Instead they gave me the option of giving a Christmas gift with a huge hole in, unable to tell if it actually worked, or returning it less shipping TO AND FROM. What a choice! Little did I know I would also be responsible for shipping to them at $13. Best Best: when someone pays almost $60 for a product it is your responsibility to make sure it arrives safely. You chose to not put the product in a box, nothing. Not a single thing was done, you literally stuck a label on the product and made me responsible for $23 for your carelessness. Would you want to give a gift like what arrived to me? Absolutely not. Lastly, there were three messages I left them that were completely ignored by this company! They did nothing to insure safe shipping then, even when I told them it appeared fine but couldn't be sure, but could not gift this item any longer they made me pay to ship it back ($13) and deducted their shipping ($10) so I'm at a loss because they cut corners. No customer would be happy with this "resolution". Their lack of empathy on THEIR part is concerning. They still take zero accountability for why this happened in the first place and it's been a huge headache for me, right before Christmas! All they could say was sorry it was damaged by the carrier. BECAUSE YOU DIDNT PROPERLY SHIP IT! Now I'm penalized and out $23, rediculous company and absolutely the worst customer service I've ever received! 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am asking for a return shipping label!  That is all.  My goodness how are you still in business.  Stop repeating YOU OFFERED A REPLACEMENT!  I do need a replacement now.  You were not available on Saturday 7/9  I needed a replacement then.  Not 3 days later

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. If you buy a jacket at [redacted]'s and you find a hole in the pocket and you bring it in for an exchange, [redacted]'s will NOT say"Oh, you will have to repair it yourself, but we will send you the correct colored thread."I have used 1800 Pondmaster Pumps for years and they have never required such maintenance and have always lasted well beyond their warranty period. I bought a ready to use pump.I want a ready to use pump.
Thank you and Regards,
[redacted]

A warranty replacement could not have been sent to the customer upon first contact as the customer first contacted BestNest on Saturday 7/9.  Weekend days are not standard shipping days for [redacted].  On Monday, the 11th, the customer was given the option for obtaining a no charge warranty replacement.  The customer decided to return the item rather than receiving the no charge replacement.  The return will be accepted as any other return and will be processed upon receipt.  Shipping and handling expenses are not included in return refunds.  The customer is welcome to process a warranty claim through the manufacturer.  The manufacturer may send a warranty replacement (the very thing we first offered the customer).  The same two options exist for the customer as did on the 11th; we can replace the item in accordance with the manufacturer warranty policy or the customer may return the item in accordance with our return policy.

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.  
First, the item is for sale on their website currently for $54, not $70.  Second, at NO time did anyone suggest this product's consruction had/has been improved in any manner so their comments about this being an anomaly are without merit.  Third, while I concur there is no warranty, they claim this product can sit outside in the weather when it clearly cannot, thereby rendering its primary function, to attract bats, moot.  No bat, bird or self-respecting wasp would take up residence in a box that smelled of cheap stain and bad glue that fell apart in UNDER a year.  (I followed THEIR instructions and took it down during the winter months).  I'm attaching the photos I shared with them to illustrate the problem.  The first set was taken before I took it down and the second after.
Regards,
[redacted]