Sterling Management CO

Resolution of this matter is in process

Ms [redacted] has received multiple product replacements from us in the past (we can provide contact history if so requested) Ms [redacted] has been advised that she must return entire units and prepaid [redacted] labels were sent to her At no time was she instructed to send only the power cord However, Ms [redacted] did not return the units She returned power cords, and the power cords she returned were not from the toaster oven (or cofeemaker) she claimed were defective (we can identify units based upon a code that is stamped into plug) Ms [redacted] has obtained no-charge products and refunds Going forward, we can issue no-charge replacement units to Ms [redacted] only after we receive the entire unit and verify it is within the warranty period Ms [redacted] has been advised of this several times

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 the matter is not resolved yet It is in progress There is an agreement for the tools to be upgraded in order to fix the issue at hand We will attempt to upgrade the tools at the regional service center with the agreement in hand If they do not upgrade the tools then Stanley/Dewalt/Porter Cable has agreed to replace the tools Once the tools are replaced then the matter will be resolved We will attempt to swap out the tools at the service center most likely on Friday and will update this with the Revdex.com once this is done, if possible on their website Sincerely, [redacted] ***

The customer has been contacted

Complaint: [redacted] I am rejecting this response because: What they responded with is totally falseI talked to a gentleman named [redacted] and I read him the CODE on the PLUGSHe then sent me a label in my EMAIL asking me for the PLUGS I asked him if he wanted to WHOLE unit and he said NO not necessary we only need the PLUGI told him I could NOT lift the toaster oven to put into a box and he said no problem just tape the [redacted] labelon a padded envelope and mail it back to us I said thats fine...and I never ever ever got refunds from themI got ONE and I used it to get another toaster over and that one had a headingelement problem on the RIGHT side of the unitSo I called.....the front panel even got HOT to the point that I burned my finger and they said weneed to replace thatTHATS when I talked to [redacted] ..I was never given several toaster ovensAND one was defective IN the box I never even TOOK it outSO I do NOT appreciate the LIES and falsehoods that are being made..I have a WITNESS to the conversationI had with [redacted] who will swear UNDER oath what the agreements were and WHAT we got and didnt get!!!!! Sincerely, [redacted]

Revdex.com: Thank You, Revdex.com for settling this for me-The company was very supportive 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: I will keep this complaint open until I receive the replacementif I wait 7-days and let it expire, then u may not send me the item and there would be nothing I could do about it Sincerely, [redacted]

We take all reports concerning the quality of our products and our customer service very seriously We appreciate our customers We respectfully disagree with Ms [redacted] representations about the quality of our customer service and the content of our returns process In this case, Ms [redacted] has been issued multiple replacement units in an effort to respond to her complaints These remedies were fashioned at no charge to Ms [redacted] , without Ms [redacted] having established proof of purchase, and without Ms [redacted] having returned any product that she claimed to be defective The plugs Ms [redacted] returned, after having been asked to return the purportedly defective products so that we would be able to evaluate the products, were not cut from the products she claimed to be defective We believe that we have attempted to work with Ms [redacted] to resolve her concerns in a professional and courteous manner, and are sorry that her expectations have not been satisfied notwithstanding our best efforts

A refund check was mailed to the customer

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 They have been more than helpful in resolving this issue Thank you Sincerely, [redacted]

The product is at the service center for repair

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] ***

Attempt to reach the customer was made but have not received response from customer. Please ask the customer to contact the following person between the hours of AM and PM East Coast time, Monday - Friday (exclholidays): Josh W*** Director of Customer Service, ***
*** ***, phone # ###-###-####. Thank you

We have been unable to reach this customer

This matter was resolved

Complaint: ***
I am rejecting this response because: They are lieing, I
never had any conversation with anyone stating I would send the whole unit back , I agreed to send the plug for the toaster oven and coffee maker back and thats it.The reason I know this is because I have health problems and Id never be able to LIFT these things to put them in boxes to send them offSo I would never agree to anything I could NOT doI talked to *** and he is theone who arranged for me to get the label in my email to put on a padded envelope and send the two plugs inI do not appreciate the response I got NOR the phone call I received from Black n DeckerThe gentleman was rudeand sarcastic and lieingI will NOT stop until we get what we PAID for!
Sincerely,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because: I cannot review my options because there is apparently something wrong with the Revdex.com website. It appears that Revdex.com sees nothing wrong with Black and Decker's eight week delay in answering my complaint, and
my paying for lawn mowing services during that time. Now I am stuck with a poor quality product. I do not know how long a warranty I have on the replacement battery. Oh well, B&D warranties are next to worthless no matter how lo0ng they are supposed to be good for. Revdex.com should find it remarkable that the day after I complain to Revdex.com, *** *** and B&D corporate offices B&D has my mower repaired. What of the adds that it would be that day, after days?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They called one time and they sent an email to which I respondedI just would like them to send me a replacement lightI also left a voicemail
Sincerely,
*** ***