To Whom it May Concern, Concerning the complaint received by the Revdex.com on 6/6/2016, ID [redacted] Please see response belowThe customer contacted us regarding several dies she purchased on 5/29/She claimed the dies did not cut through thin cardstock or the laminate she wanted to cut through The customer originally asked for a refund for the diesOur policy regarding returns is clearly stated on our websiteOnce an item has been used, it cannot be returnedWith that said we understand that some of our merchandise may be defective and are happy to send replacements under those circumstancesWe do ask customers to send pictures of any defective merchandiseIn the case of die cuts, clue to the fact there are many different die cutting machines and each machine is different and needs specific plates, etcin order to perform properly, we ask customers who are having difficulty with their dies to return them for testingIn the event there is an obvious flaw in the die, such as part of the blade missing, we ask the customer to send us a photo so we can forward it to the manufacturer for replacementIn that case, the customer does not have to send the die back to usIn order to have the manufacturer replace defective items, we must either be able to prove to the manufacturer that the item is defective or send it back to them for testingIf the item is defective, the customer is not responsible for shipping the item back to us (it is refunded once the die is deemed defective) or shipping the new die back to themIf the die is not defective, the only shipping the customer is responsible for is shipping the item to us; we ship it back to the customer free of chargeThis customer complained the dies she received did not cut through "thin cardstock"When we responded to her and said that was a problem and that we needed to test the dies, she claimed that they would probably work for us if we were to cut "thin cardstock"We also offered to test the dies with the laminate she was trying to use; however, we never received the dies back for testingAs previously mentioned, we need to be able to prove to the manufacturer that a die is defective in order to have it replaced, therefore, we either need a photo of the defect or the manufacturer must test it to detect flawsWe truly want to ensure the items this customer purchased are working as intendedHowever, it seems like she does not have the same goalWe encourage the customer to send back the dies for testing so we can resolve this issueIf her dies are defective we will refund any shipping casts associated with sending them back to us and will send replacements, free of charge, as soon as possibleRespectfully, [redacted] Papertrey ink ###-###-####
To Whom it May Concern, Concerning the complaint received by the Revdex.com on 6/6/2016, ID [redacted]. Please see response below. The customer contacted us regarding several dies she purchased on 5/29/2016. She claimed the dies did not cut through thin cardstock or the laminate she wanted to cut through....
The customer originally asked for a refund for the dies. Our policy regarding returns is clearly stated on our website. Once an item has been used, it cannot be returned. With that said we understand that some of our merchandise may be defective and are happy to send replacements under those circumstances. We do ask customers to send pictures of any defective merchandise. In the case of die cuts, clue to the fact there are many different die cutting machines and each machine is different and needs specific plates, etc. in order to perform properly, we ask customers who are having difficulty with their dies to return them for testing. In the event there is an obvious flaw in the die, such as part of the blade missing, we ask the customer to send us a photo so we can forward it to the manufacturer for replacement. In that case, the customer does not have to send the die back to us. In order to have the manufacturer replace defective items, we must either be able to prove to the manufacturer that the item is defective or send it back to them for testing. If the item is defective, the customer is not responsible for shipping the item back to us (it is refunded once the die is deemed defective) or shipping the new die back to them. If the die is not defective, the only shipping the customer is responsible for is shipping the item to us; we ship it back to the customer free of charge. This customer complained the dies she received did not cut through "thin cardstock". When we responded to her and said that was a problem and that we needed to test the dies, she claimed that they would probably work for us if we were to cut "thin cardstock". We also offered to test the dies with the laminate she was trying to use; however, we never received the dies back for testing. As previously mentioned, we need to be able to prove to the manufacturer that a die is defective in order to have it replaced, therefore, we either need a photo of the defect or the manufacturer must test it to detect flaws. We truly want to ensure the items this customer purchased are working as intended. However, it seems like she does not have the same goal. We encourage the customer to send back the dies for testing so we can resolve this issue. If her dies are defective we will refund any shipping casts associated with sending them back to us and will send replacements, free of charge, as soon as possible. Respectfully, [redacted] Papertrey ink ###-###-####
To Whom it May Concern, Concerning the complaint received by the Revdex.com on 6/6/2016, ID [redacted] Please see response belowThe customer contacted us regarding several dies she purchased on 5/29/She claimed the dies did not cut through thin cardstock or the laminate she wanted to cut through The customer originally asked for a refund for the diesOur policy regarding returns is clearly stated on our websiteOnce an item has been used, it cannot be returnedWith that said we understand that some of our merchandise may be defective and are happy to send replacements under those circumstancesWe do ask customers to send pictures of any defective merchandiseIn the case of die cuts, clue to the fact there are many different die cutting machines and each machine is different and needs specific plates, etcin order to perform properly, we ask customers who are having difficulty with their dies to return them for testingIn the event there is an obvious flaw in the die, such as part of the blade missing, we ask the customer to send us a photo so we can forward it to the manufacturer for replacementIn that case, the customer does not have to send the die back to usIn order to have the manufacturer replace defective items, we must either be able to prove to the manufacturer that the item is defective or send it back to them for testingIf the item is defective, the customer is not responsible for shipping the item back to us (it is refunded once the die is deemed defective) or shipping the new die back to themIf the die is not defective, the only shipping the customer is responsible for is shipping the item to us; we ship it back to the customer free of chargeThis customer complained the dies she received did not cut through "thin cardstock"When we responded to her and said that was a problem and that we needed to test the dies, she claimed that they would probably work for us if we were to cut "thin cardstock"We also offered to test the dies with the laminate she was trying to use; however, we never received the dies back for testingAs previously mentioned, we need to be able to prove to the manufacturer that a die is defective in order to have it replaced, therefore, we either need a photo of the defect or the manufacturer must test it to detect flawsWe truly want to ensure the items this customer purchased are working as intendedHowever, it seems like she does not have the same goalWe encourage the customer to send back the dies for testing so we can resolve this issueIf her dies are defective we will refund any shipping casts associated with sending them back to us and will send replacements, free of charge, as soon as possibleRespectfully, [redacted] Papertrey ink ###-###-####
To Whom it May Concern, Concerning the complaint received by the Revdex.com on 6/6/2016, ID [redacted]. Please see response below. The customer contacted us regarding several dies she purchased on 5/29/2016. She claimed the dies did not cut through thin cardstock or the laminate she wanted to cut through....
The customer originally asked for a refund for the dies. Our policy regarding returns is clearly stated on our website. Once an item has been used, it cannot be returned. With that said we understand that some of our merchandise may be defective and are happy to send replacements under those circumstances. We do ask customers to send pictures of any defective merchandise. In the case of die cuts, clue to the fact there are many different die cutting machines and each machine is different and needs specific plates, etc. in order to perform properly, we ask customers who are having difficulty with their dies to return them for testing. In the event there is an obvious flaw in the die, such as part of the blade missing, we ask the customer to send us a photo so we can forward it to the manufacturer for replacement. In that case, the customer does not have to send the die back to us. In order to have the manufacturer replace defective items, we must either be able to prove to the manufacturer that the item is defective or send it back to them for testing. If the item is defective, the customer is not responsible for shipping the item back to us (it is refunded once the die is deemed defective) or shipping the new die back to them. If the die is not defective, the only shipping the customer is responsible for is shipping the item to us; we ship it back to the customer free of charge. This customer complained the dies she received did not cut through "thin cardstock". When we responded to her and said that was a problem and that we needed to test the dies, she claimed that they would probably work for us if we were to cut "thin cardstock". We also offered to test the dies with the laminate she was trying to use; however, we never received the dies back for testing. As previously mentioned, we need to be able to prove to the manufacturer that a die is defective in order to have it replaced, therefore, we either need a photo of the defect or the manufacturer must test it to detect flaws. We truly want to ensure the items this customer purchased are working as intended. However, it seems like she does not have the same goal. We encourage the customer to send back the dies for testing so we can resolve this issue. If her dies are defective we will refund any shipping casts associated with sending them back to us and will send replacements, free of charge, as soon as possible. Respectfully, [redacted] Papertrey ink ###-###-####