Sunvalley Electric Ltd.

[redacted] To Mid-Hudson Dispute Service Mediator, (ID# [redacted] ) Thank you for taking your time to read our reply to [redacted] ***’s disputeThe customer originally emailed us on the [redacted] of February, upset about the price of the item that she receivedThe item she received originally retailed and a price label on the item she received represents thisOur price was $+ shipping and handling The price tag was not removed off of the product as this item is considered a collectors itemIf we removed the manufacture pricelabel, the item would no longer be in mint factory condition We informed the customer that we are a third party vendor on [redacted] and that our prices are based on what it took for us to obtain the item in the 1st placeIf she was unhappy with the item she received, we can offer to accept the return and refund her in full for the itemWe normally charge a restocking fee but in this case we were willing to make an exception for the customer The shipping costs to return the item would have to be covered by the customer as this was not an error on our endWe fulfilled the correct item in mint condition, the customer was just unhappy about the price of the itemOur policies on [redacted] state the our customers are responsible for the return shipping and handling unless the problem with the item was an error on our end The next correspondence we received from the customer was on March 8th, where they stated that they did not accept the solution we provide for them and they would submit a Revdex.com disputeWe gave the customer a solution where she would receive a full refund on the item, but not the shipping and handling as that was the fee we used to ship out the item originally

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*** *** To Mid-Hudson Dispute Service Mediator, (ID# ***) Thank you for taking your time to read our reply to *** ***’s disputeThe first time the customer ordered an item that they had a problem with,
we were not contacted regarding a damaged productWe could have assisted him the *** time so that he did not need to re-order the product The second order he placed he had more complications withHe emailed us on the *** of March telling us that the item was unacceptableThat very same day we contacted him and provided two possible solutionsWe can do an exchange at our retail store for the item or we can send him a pre-paid return label and reship a brand new product for himWe emailed him a tag but somewhere along those lines, the customer was upset with this solution, so we voided the return labelHe contacted us again on the *** of March to tell us that our customer service was bad and that he was wasting his time going to the retail store for the exchangeWe then generated a new tag and emailed it to him again but this was not good enough for the customerHe wanted a refund for his wasted time and gas costs to go down to our retail store to do an exchange On our product condition policy, we state that we do not guarantee mint packaging only mint packagingIn this case, we were making an exception for the customerWe have this policy because we have no control over how *** or *** chooses to treat the package during transitThis also enables collectors to contact us prior to shipping if they are looking for collector condition services such as additional boxes, pop protectors or extra bubble wrapping The last correspondence we had with the customer was on the same day, *** of March, where we continued to offer him a pre-paid return label for the exchange on the product or a full refundThose were the only two options we had available as we could not refund him for his gas costs or for his wasted timeHe then got very nasty with us and started cursing at our representativeWe offered the customer a solution where he would either get a new product without having a pay for anything or a full refund but these solutions were not suitable for the customer

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 and the matter has been resolved
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 and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I was willing to do the exchange in-store this time like they had done beforeThey refused after I called themWe were going back and forth through emailI began to drive at the moment so I called with my earpieceWhen I called the rep didn't really help meSo I hung up and checked my email and they approved the store exchangeI thought that was weird because the phone rep told me nominutes later they sent me another email saying no to a store exchange and that they were sending me a labelAt this point I don't care for this problem anymoreI overpaid for a product thinking that it would come safely but it didn't just like the first timeThey are lyingIt took almost a month for them to send me the return label to my email and it was only because I askedThis is just another example of a big company trying to take advantage of their customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[redacted]   My name is [redacted], I was the ToyWiz Inc Customer Service Representative that assisted Lisa with her order. As she stated, we are a third party...

vendor on the [redacted] Marketplace. This means that [redacted] allows us to sell products on their website. We cannot control how [redacted] chooses to display the their products on the website. [redacted] does not inform us about errors on listings unless we are not allowed to sell the item. We did not know about this error until after she informed us that she received the incorrect items. We looked at the listing and indeed saw that she got the wrong items. The item was up as 3.99 for an item and normally goes for 90+ dollars.  We immediately took down our stock on the item and informed [redacted] on the error. I apologize if I did not explain myself correctly but we did not lie to her. We had no way of knowing that the listing was wrong until she informed us of it. We did not break our terms of service as we did not know about the price error until it was brought to our attention by [redacted] The order had already shipped out, there would have been no way to cancel the order or inform her of the error. This case is in no way a bait and switch as we offered her a solution. We offered Lisa a pre-paid return tag to get the items back and refund her in full but this was not her desired solution. I would like to apologize to [redacted] I, in no way, wanted to come off as rude to you. It was not in my intention to be rude to you. If my attitude displayed this rude behavior during our phone call, I am deeply sorry and will use this feedback to further improve my services in the future.

Revdex.com:
I halve reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I do not except this response. First of all I only spoke to Ana briefly,she only instructed me to take a picture of what I ordered and to email it to her. Later that day I spoke to a woman named Kathy.Kathy is the one who told me that my order was priced incorrectly and that it was [redacted] who was at fault.I have spoken to a representative from [redacted],she advised me that Toywiz.com sets the prices for their product and submits it to [redacted].This excuse from Toywiz.com is not consistent. As stated in Toywiz's response they did not catch the mistake until I contacted them about my order,but then she goes on to to say how they caught it and informed [redacted] of the mistake. Also if they did not catch the mistake until I contacted them how come I was sent 10 packs and not 10 booster boxes?I see that on your(Revdex.com) website that Toywiz.com has a rating of F,and one of the complaints on the website is similar to mine.I have also read other  reviews online that states similar experiences.It seems like toywiz.com are known for these type of practices. My entire order was switched,all my receipts and even up to when I received the tracking info of my order says booster boxes were ordered and shipped. When I received my order in the package was a receipt from Toywiz.com with a completely different product and order number.I have all my emails and even pictures of what I ordered upon request.I say they broke their Terms of Services because it is obvious that they known of the "error" before they shipped me the wrong items. On toywiz's website it states that in the occurrence of a pricing mistake that they can cancel the order and refund me my money or that they would contact me of the mistake which they did neither.They sent me something different and expected me to just be ok with that.I am very disappointed with the way I was treated by Toywiz.com. I will not be happy until I receive what I paid for.I will even get a lawyer involved if I have to. Toywiz.com needs to step up and take responsibility for this and for the way I was treated.I will not settle for anything less.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
* To Mid-Hudson Dispute Service Mediator, (ID# [redacted])   Thank you for taking your time to read our reply to [redacted]’s dispute. The customer originally emailed us on the [redacted] of February, upset...

about the price of the item that she received. The item she received originally retailed 5.99 and a price label on the item she received represents this. Our price was $15.90 + shipping and handling.   The price tag was not removed off of the product as this item is considered a collectors item. If we removed the manufacture pricelabel, the item would no longer be in mint factory condition.   We informed the customer that we are a third party vendor on [redacted] and that our prices are based on what it took for us to obtain the item in the 1st place. If she was unhappy with the item she received, we can offer to accept the return and refund her in full for the item. We normally charge a restocking fee but in this case we were willing to make an exception for the customer.   The shipping costs to return the item would have to be covered by the customer as this was not an error on our end. We fulfilled the correct item in mint condition, the customer was just unhappy about the price of the item. Our policies on [redacted] state the our customers are responsible for the return shipping and handling unless the problem with the item was an error on our end.     The next correspondence we received from the customer was on March 8th, where they stated that they did not accept the solution we provide for them and they would submit a Revdex.com dispute. We gave the customer a solution where she would receive a full refund on the item, but not the shipping and handling as that was the fee we used to ship out the item originally.