The caring Coalition of Central New York dba Hospice of Central New York

We are not able to offer this customer the refund he has requestedAs indicated in our previous response, the concern we have with this complaint is the length of time that has passed since the customer purchased the itemWe stand behind our products and are willing to take back items within a reasonable length of timeThis length of time was specified on the original listing the customer purchased from, and the time has long since lapsed.As you can see from our rating through the Revdex.com (A+ with complaints in at least the last years), we are a reputable company and have been for the past years.Without getting into a he said/he said argument, the associate who was present during the phone conversation has indicated repeatedly that Armando S [redacted] was patient and calm during the conversationAt no time was he belligerent or abusiveThis associate did not hear the customer's side of the conversation and cannot attest to how the customer spoke, but Armando did not lose his patience and was simply trying to reiterate to the customer what had already been discussed through e-mail

This message is a response to a notification we received regarding a customer complaint, ID# ***Please note that the e-mail address indicated is no longer our e-mail address, and has not been for over a yearOur current e-mail address is ***On December 5, 2015,
we received notification from a customer of ours regarding a purchase that was made at the end of The item purchased was a robot model kitShortly after purchase, the customer expressed concern over one part of the kitThough we have never had an issue with this kit, the part was replaced at no cost to the customerWe did not hear back from this customer until December 5, at which point he indicated a concern with the wiring in the kitI have included his communication below: I purchased the Jr*** *** last yearWhen assembled the leg mechanism did not work and we called and you shipped a replacement partI just tried to install that and the connector wires did not fit and pulled out of their connectionI cannot repair without a solder iron which I do not haveThis is supposed to be for a kid but even I as an adult cannot fix it or make it worki would like to return it to you under the *** money-back-guaranteePlease advise how to return it to you, I understand you email me a mailing label and the mailing fee is prepaid, is that correct? Thank youAs per his message, he was looking to return the item for a refund, though the date of this message was well past our stated day return policyCommunication went back and forth for a bitI have included all of our communications belowPlease note the most recent message is first: Dear *** Please send me your mailing address so I can send them a letter On Dec 9, 2015, at 8:AM, *** Member: c*** wrote: F* ***
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*** *** *** *** *** Dear ***, The names of our owners are Armando S*** and Tim H*** both of whom have been informed of the situation and were the ones to indicate the course of actionThe e-mail address is the same as the one that has been used through e***, and it is the same for the entire company, as this is a small business- *** From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-09-06:34:PST Dear ***, Could you please send me the name and email address of then president/owner of your company? On Dec 9, 2015, at 8:AM, *** Member: c*** wrote: From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-09-06:25:PST Dear ***, As previously stated, there is nothing further we can do for you at this time- *** From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-08-14:03:PST Dear ***, I spoke with them and they said that refunds can only be made by the vendor, not by themI explained the situation and they said I should contact you again for a refundI Know it has been longer than usual on something like this but the first time I attempted to assemble with the new part it broke furtherI don’t think the timing issue should be held against me- I was sold a product that was defective- not once, but twiceI would appreciate your reconsidering your responseThank you From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-07-08:49:PST Dear ***, We do back up our products -- within a reasonable time frameIt is not a question of the dollar amount, but rather of the length of time that has passed and setting a precedent of expectation that we will take back anything at any timeIt is unreasonable to expect a retailer to refund a product a year after the date of purchaseIf you would like to contact the manufacturer and attempt repair or replacement through them, I have listed their contact information below*** *** (*** *** *** *** *** *** IncATTN: SERVICE/REPAIR *** *** *** *** ** *** - *** From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-07-08:39:PST Dear ***, I usually am a laid-back consumer but in this case was sold a defective itemI got one defective part replaced and then another turned out to be defectiveI am glad to mail it back and you will see that not only has the toy not been used, it was never able to be fully assembled because of its defectsi believe you should honor the request for a refundI can't believe this represents a huge impact on your financial health but you sold a defective item to a consumer and should back it up- *** From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-07-08:23:PST Dear ***, I'm sorry for your circumstances, but, again, there is nothing we can do for you after this length of time- *** From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-07-07:36:PST Dear ***, We did not get to replace the part on that toy until Thanksgiving due to a series of family emergenciest broke when I tried to replace itI do not believe the set that I got was up to the standards of this toyI would greatly appreciate your replacing the whole toy set or refunding my payment; I think it would say something that you are standing by the representations made in advertising this toyThank you for your consideration- *** From: *** To: *** Subject: Re: *** has sent a message Sent Date: Dec-07-07:30:PST Dear ***, We replaced the part because you were having an issue with it close to the time you purchased the itemIf you had a concern within a reasonable time frame, we could certainly help you again and take the piece backThis item was purchased a year ago, and is well outside our return time frameWe cannot take the item back after a yearWe have sold a large quantity of this item in store and online and have never had any concerns with itI'm sorry, but at this time there is nothing further we would be able to do for you- *** From: *** To: *** Subject: *** has sent a message Sent Date: Dec-05-11:22:PST Dear ***, I purchased the Jr*** *** last yearWhen assembled the leg mechanism did not work and we called and you shipped a replacement partI just tried to install that and the connector wires did not fit and pulled out of their connectionI cannot repair without a solder iron which I do not haveThis is supposed to be for a kid but even I as an adult cannot fix it or make it worki would like to return it to you under the *** money-back-guaranteePlease advise how to return it to you, I understand you email me a mailing label and the mailing fee is prepaid, is that correct? Thank you- *** Following communications through e***, the customer opted to call, and he spoke with Armando S***, one of the ownersMrS*** attempted to explain the situation and policies to the customer, and at no time was he verbally abusiveHe did not hang up on the customerAnother associate can attest to thisOur return policy, as stated on *** listings, indicates a 14-day return policyLast Christmas, we extended this to days as per e***'s request for the holiday seasonWe are willing to extend the days to start from when the customer RECEIVED the replacement part, but since we did not hear from the customer for a year, the time has long since lapsedWe believe our policy is fair and well within industry standardsThe item purchased from the customer is within manufacturer's warranty, which is why we advised the customer to contact the manufacturer for repair or replacementWarranty does not indicate a refund, but rather service or replacement of defective partsBased on the customer's communication, it sounds like he did not have success with the manufacturer because he was looking for a refund from them, which they would not be able to offer through the warrantyShould you need any additional information from us, please let us knowSincerely, *** *** President, Cables & Connectors (860) 665-*** Cables & Connectors *** *** *** Newington, CT *** *** ***
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We are not able to offer this customer the refund he has requested. As indicated in our previous response, the concern we have with this complaint is the length of time that has passed since the customer purchased the item. We stand behind our products and are willing to take back items within a reasonable length of time. This length of time was specified on the original listing the customer purchased from, and the time has long since lapsed.As you can see from our rating through the Revdex.com (A+ with 0 complaints in at least the last 3 years), we are a reputable company and have been for the past 20 years.Without getting into a he said/he said argument, the associate who was present during the phone conversation has indicated repeatedly that Armando S[redacted] was patient and calm during the conversation. At no time was he belligerent or abusive. This associate did not hear the customer's side of the conversation and cannot attest to how the customer spoke, but Armando did not lose his patience and was simply trying to reiterate to the customer what had already been discussed through e-mail.

Complaint: [redacted]
I am rejecting this response because:Ms. [redacted],If you read my December 7 email to the vendor you will see that I asked for a replacement part OR refund. They sent me to the manufacturer who said the warranty can only be honored by the merchant, Cables and Connectors. The manufacturer said that the toy was guaranteed and that Cables and Connectors should honor the warranty. When, after much difficulty, I called and spoke to Mr. S[redacted] he was rude and dismissive of me. I was not asking for thousands of dollars, I was asking for them to honor a warranty on a $35 purchase where several parts of the purchased toy were defective. My wife listened to my whole conversation with Mr. S[redacted] and will be more than happy to testify as to how rude  and dismissive he was to and of me. I have been a successful businessman for many years and have never been treated as poorly as I was by this business owner, was never never never dismissed so out of hand for a reasonable consumer issue as I was here and the consumer department at [redacted] agreed that this was a reasonable request. While I have always treated the customer as right, Mr. S[redacted] was determined that in this case the vendor was right, even if he totally dismissed and was dismissive of the customer. Please feel free to contact the manufacturer to confirm my version of the story, [redacted] to verify their statements to me and feel free to interview my wife as to the absolute rudeness of Mr. S[redacted]. Shame on him for treating his customers so badly. His version of the "truth" is nothing but and I reaffirm my complaint about this business and its practices. His absurd avoidance of accepting responsibility for selling a defective $35 item is why I am continuing this complaint process as well as state and federal inquiries into his business practices.With respect and appreciation of your investigation of this matter.
Sincerely,
[redacted]n [redacted]