Sunset Spa & Salon

The customer’s order was delivered on 8/2/17. He called our Customer Service dept. to say he ordered a black finish and not white. Our Customer Service rep called the manufacturer to see if they could do an exchange. Because these fixtures are paint to order, they could not and so the rep told the...

customer that. When the Sales Person talked to the customer to try and figure out a solution, the customer hung up. 8/7/17 We sent him prepaid return labels to have the fixtures sent back to our warehouse and give him a refund. He placed a dispute with the credit card company the same day and so our merchant processor retracted the funds from our account. The fixtures have been confirmed as received from him this week (8/18/17). We assume he has already been refunded through the credit company as we are locked out of refunding him on our end because it is still in the dispute state. We are sorry that we were not able to resolved this for him in time frame he needed, but we were working with him to get the items returned to us and refunded.

Hi, This customer filed a PayPal dispute and Chad already refunded him his money through PayPal on March 7th for the full $33.00. What else does he need?

Hi [redacted],I just left you a voicemail but I apologize I have traveling and just saw that we had this complaint. We have been in contact with the customer along the way and I checked with our customer service department, and we still have not received the four units for the customer to return to us....

Here is the original email correspondence regarding this order:We are happy to continue working with this customer if he desires, we just never got the products back nor a response. Maybe he didn't get the email from us. [redacted] asdasd1/9/17 1:09 PM | RMA & Customer ServiceHello [redacted]Please use the following information to send back [order/part ]. Feel free to use the same packaging that the replacement comes in as long as it is in good condition.Write [redacted] on a copy of the packing slip or piece of paper and place it inside the box to be returned. / Please print the attached RMA authorization form and include this with your return.Items must be securely packaged to avoid breakage.All items will be inspected and approved for credit once they are received at the vendor.- Send [order/part] back to:[redacted]
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[redacted]- Be sure to send me the tracking #, so it can be tracked.Return items no later than 7 days from today’s date.Thank you,[redacted]  [redacted]
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[redacted] [redacted], Please see attached RGA form and reference RGA# [redacted] for your return. We will not be responsible for the return shipping. Units must be returned in their original packaging for credit. Once returned units are received and inspected, we will credit you the cost of the units.  Please provide return tracking as soon as it is available. Thank you![redacted]  [redacted]
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[redacted] Hello [redacted], Can we please request an RMA for 4 of the ballasts? The customer only needed 2 and it shipped before we could change the quantity. Thank you, [redacted]   [redacted]
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[redacted]  [redacted], Unfortunately, this order already shipped out yesterday: [redacted] [redacted]  [redacted]
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[redacted] Hello, Per the customer he only needs 2, can you please reduce the order to 2 and ship? Thank you, [redacted]   

 
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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]

[redacted] is a repeat customer of ours who placed an order with us on 7/17/17. He contacted us on 8/4/17 to return the items because they were not DLC listed. The information we had on our site for this product was DLC listed in error. All of the bulbs in this series are DLC listed except the ones that...

[redacted] purchased. We initiated a return with our manufacturer, but unfortunately, we dropped the ball and did not follow up as soon as we should have. [redacted] was contacted on 8/30/17 with the prepaid return labels to send back the items. On 9/6/17 we contacted our manufacturer to get the credit memo issued and did not hear back. [redacted] is correct in stating our issues with the manufacturer are not his issues, but we do need to verify that the product was returned and in good condition before issuing credit. 9/13/17 [redacted] filed the complaint with the Revdex.com. We could not get a hold our of manufacturer because they were dealing with hurricane [redacted], so we went ahead and issued a refund in full with an apology from us the same day. We admit we dropped the ball on this order in multiple ways and regret that [redacted]’s experience was not a good one.