The Deal Rack

We feel badly that you are dissatisfied, but believe we have fair and reasonable policies.  Thank you for giving us a try.

The customer's dispute is over 5 hats the customer claims to have returned.  We have not received the hats.  Despite that, we will be issuing a refund on Friday for the requested amount of $12.25.
Regarding the phone attendance, we answer the phone and return phone...

calls.  If the customer did indeed leave a message, we would have returned the call.
We hope this resolution satisfies the customer.
Thank you.

As much as we would really like to accommodate this customers request for a refund we are unable to do so without receiving the returned merchandise. Throughout numerous email communications we've requested information from the customer to assist with locating this merchandise however to date we...

have yet to receive the address where it was mailed to or any tracking documentation that confirms that it was in deed shipped to us. Regrettably without tracking showing that the merchandise was actually returned to us we are unable to process a refund as requested by the customer. Best,Customer Service

Much of what was listed in this complaint is correct,
however there is one very key element which can explain the discrepancy in refund
total amounts. The RA# Refund Authorization Number the customer provided to our
returns department was actually assigned to another...

customer, therefore the information
provided was linked to that customers refund instead of this ones. This
explains why the returned item and refund amount were different than what the
customer was expecting. The [redacted] return label which was provided to this
customer had another customers order number, name and shipping address listed.
This error was not noticed by our returns department at the time the label was
issued, nor was it noticed by the customer when it was printed and affixed it
to their package containing the merchandise.
If was only after receiving this complain did our returns
department research the return using the original order number and identify the
error. Once this was identified a full refund was issued along with two separate
emails to the customer explaining the error along with an apology. We had asked
for confirmation of our refund but to date have not received any correspondence
from the customer.
This customer has been refunded in full which was the
desired outcome listed in the original complaint. The refund went back into the
customers PayPal account with the following details. Customer business name [redacted], email [redacted], total refund amount $82.50 USD, Unique
Transaction ID # [redacted]. The customer received a refund notification
from [redacted] on Jan 9, 2015 at 13:58:30 EST with all of the same details as
listed above.
I've tried unsuccessfully to contact this customer directly
to explain the misunderstanding with this merchandise refund, however the
customer has not responded to my emails nor the refund notification.

We apologize for any difficulty in reaching us.  We are here on the phones Mon-Fri 9:30am - 5:30pm EST.  We believe this issue may now be resolved with the customer.  We spoke with the customer yesterday, 10/5 and also emailed.  We provided a free [redacted] return shipping label....

 Except for underwear, we accept any and all returns within 30 days of purchase that are new, unworn, and unwashed.  We will accept and refund the customer's return.If the customer did not receive the free [redacted] return label and/or has any other concerns, please just call us (###-###-####).  Thank you!Jess  :-)

I am very disappointed with Sear.com and The Deal Rack. I have been trying to returns items from a purchase I ordered online through Sears.com. Wait we are waiting for response from The Deal Rack. This has been going on with both company's for 3 weeks. Sears.com tells me to "GIVE IT TIME" we are working on getting you a return packing slip. Theirs several complaints on this company, but still Sears seal of approval is on there website. Wow Sears.

We do offer to pay return postage when there is a mistake made with a listing, product or order, however in this case no mistake was made. To further complicate matters due to the fact that the customer circumvented our shipping policy and used a freight forwarder to have our...

merchandise shipped outside of the US we were unable to make an exception and provide a pre paid return label as we do not have an international shipping account.  We did nevertheless refund the customer in full and did not require the return of the merchandise.
As the customer pointed out in his complaint the item in question was listed as a 2X which is our standard for a double extra large. The customer also stated that there was no indication weather this was a 2X small or 2X large, but purchased with the assumption that he would receive a 2X small. Although the sizing could have been confirmed on the [redacted] listing by viewing the size table popup which is readily available for any measurement or sizing questions.  For this particular item the sizes displayed were small through large, 2X & 3X with measurement in inches, we also answer all customer inquiries within 1 business day if we would have been given the opportunity to do so presale. 
When we were contacted after the customer received the product, we apologized for his misunderstanding and offered to accept the merchandise as a return and issue a full refund. As a seller on [redacted] we adhere to their return policy and have all customers submit merchandise return requests directly through [redacted]'s return process as suggested by [redacted]. This was perceived by the customer as us not "taking actions into our own hands" , see original complaint.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Through this Revdex.com conversation you have made known a grace period.  We never heard about that prior simply because you never gave us the opportunity to speak with a customer service agent.  You speak of several emails and conversations you had with us.  The emails were one way communications from you to us that simply shut us down and shut us out of being able to communicate our circumstances with you. The phone conversations you speak of were short, hard-nosed and rude. You have not addressed your lack of hearing our circumstances. What is the length of your grace period, anyway?  We certainly couldn't say.  You state that you feel your practices are fair, all I can say is buyer beware.  This is obviously not going to go anywhere.  We will give the jacket to someone who can use it.  I only hope that other buyers will be more aware of your return policy and relatively inflexible stance. 
Regards,
[redacted]

As much as we would really like to accommodate this customers request for a refund we are unable to do so without receiving the returned merchandise. Throughout numerous email communications we've requested information from the customer to assist with locating this merchandise however to date we...

have yet to receive the address where it was mailed to or any tracking documentation that confirms that it was in deed shipped to us. 
Regrettably without tracking showing that the merchandise was actually returned to us we are unable to process a refund as requested by the customer. 
Best,
Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]
P. S. They do not answer their phones.  According to [redacted] the package was received.   They did; however, refund my money so I am satisfied.

The payment for this transaction was issued on June 18, 2015 4:35PM ET almost immediately after our phone conversation informing her that the refund was in deed being processed. The refunded about was a full refund in the amount of $50.98 with transaction ID...

[redacted]. 
This complaint originated from a return for a refund, we issued a prepaid self addressed [redacted] return label to be used for returning the merchandise. However the customer did not use our label which had the return authorization number linked to the [redacted] tracking number, instead another shipping service was used which ultimately eliminates the automated functionality which enables us to process refunds in a more timely manner. When customers mail merchandise using alternate shipping methods, to addresses other than our cooperate office and do not include the RA# clearly on the outside of the pack, we then need to manually account for the merchandise and then have it forwarded to the appropriate location/department for processing. 
The small delay in the processing of the refund was quite simply due to the fact that our returns process was not followed. However once we did confirm receipt, we did issue a full refund. This action was taken and explained to the customer that it would be taken just minutes prior to this complaint being filed. 
Best,
The Deal Rack

We apologize for any difficulty in reaching us.  We are here on the phones Mon-Fri 9:30am - 5:30pm EST.  
We believe this issue may now be resolved with the customer.  We spoke with the customer yesterday, 10/5 and also emailed.  We provided a free [redacted] return...

shipping label.  Except for underwear, we accept any and all returns within 30 days of purchase that are new, unworn, and unwashed.  We will accept and refund the customer's return.
If the customer did not receive the free [redacted] return label and/or has any other concerns, please just call us (###-###-####).  
Thank you!
Jess  :-)

Review: I had placed an online order on 5/22/13 and paid for overnight shipping because we were going out of town for Memorial Day long weekend trip. Two of my three products arrived but not the third. I immediately called when I opened the package and no one answered from the company. Let me mention that I did call during normal business hours and can provide cell phone records to prove it if necessary. The Deal Rack's voice message says to leave a message and someone will get back to you "most likely same business day." Needless to say, I never heard back from the. I called again 3 more times. Again, I can provide detailed phone records from [redacted] showing these calls to their number and the duration of the phone calls. I have not yet received my product, a phone call or an email. Nothing even stating that my product may be sold out, or on back order, nothing! NOT EVEN A REFUND so that I will get off of their backs. Zero communitcation at all from The Deal Rack. This is absurd for a company these days. My order number with this company is [redacted]Desired Settlement: I should be refunded for the item (pants) that I did not get and also refunded for the overnight shipping that I paid for, for my comlete order. That is what any other legit company would do. I would not have placed this order with The Deal Rack at all if these pants were unavailble. That is why they got my order in the first place. I still have two items that were fine and will keep, but again, I want my money back for an item I paid for and still do not have and also for the overnight shipping.

Business

Response:

We

do not believe this customer ever attempted to contact us. Only after

receiving this Revdex.com complaint were we made aware of any problems with this

purchase. If we had heard of this situation directly, we simply would

have either refunded or overnighted the missing item.

In

any case, after receiving this notice we were able to review the customer’s

order and have confirmed that there was a missing item. We've issued a refund

for the missing item in the amount of $23.17 plus the shipping charges for the entire

order in the amount of $18.99. The total refund processed back onto the

customers card was $42.16 on 6/14/2013.

Review: I purchased several shirts from the company in early April, one of which had inconsistant sizing (order # [redacted]). I contacted the company twice to be authorized to return the product and was authorized by [redacted] to return the product (#[redacted]) on Aprl 16, 2013. I followed the instructions on the authorization and mailed the return package on April 19th, 2013. As of today I still do not have credit for the item ([redacted] Weatherproof Hoodie [redacted] Womens Stefani full zip burn out Jersey - large - Pink for $26.44.Desired Settlement: I would like a full refund for the item.

Business

Response:

We

were contacted on 4/16 and provided [redacted] the same day as the customer

has stated. Per our return policy which has been provided to the customer we

issue refunds within 10 days of our receipt the returned merchandise. This

order was received at our warehouse on 5/15 and the refund was processed on

5/24 in the amount of $26.44, within the expected time frame as explained to the

customer. The unique financial transaction ID can be made available per request

of the customer by contacting us through our website or replying to the email

we sent with our return instructions.

Thank

You.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and although the date they received the merchandise is inaccurate, I find that this resolution is satisfactory to me. This response does not address their failure to return my email and phone messages. Based on their lack of customer service and their distortion of the dates to appear as if they processed my refund in a timely manner, I think that you should rethink their high rating on your site.

Regards,

I am very disappointed with Sear.com and The Deal Rack. I have been trying to returns items from a purchase I ordered online through Sears.com. Wait we are waiting for response from The Deal Rack. This has been going on with both company's for 3 weeks. Sears.com tells me to "GIVE IT TIME" we are working on getting you a return packing slip. Theirs several complaints on this company, but still Sears seal of approval is on there website. Wow Sears.

Review: I rcvd the 08/01/2013. I reached out to the company that day asking what the best thing to do was...do an exchange or return the wrong item and just buy the correct item. I was told by [redacted] to return the item and submit an order for the correct one. I returned the jacket to the RETURN ADDRESS on the package. To this day, they say they still have not received the product and have never rcvd a refund. They have told me that the address on the package is not a good address and they havent rcvd it. Really...then why put it on the package? Very frustrating!Desired Settlement: A refund would be appreciated.

Business

Response:

We

do have a return policy clearly posted on our website located at [redacted]

which states the following:

All

returns must have a return authorization (RA) number AND must be returned

directly to us OR use our pre-printed shipping label. And, all returns must be

requested through our easy online return form. If you make a return without

following these requirements, we will not be able to refund you. If we did

provide a pre-printed shipping label, please use that label. Please allow 10

business days for your credit to process.

Unfortunately

this customer failed to submit a return request and claims to have mailed the

merchandise to an address other than ours in [redacted], PA. Without the

merchandise being returned to us, we cannot issue a refund.

Thank

You,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:When I first reached out to them that I received the wrong merchandise, I was told to return it via email and NOTHING was mentioned about the refund policy. Who sends it with a WRONG return address? One that isn't related to their company. Sounds fishy alone.

Regards,

Business

Response:

Review: I called and left numerous messages to contact this company about defective merchandise that has been sold to me time and time again. Each time I have called in the past I spoke to a representative who helped me file a return over the phone. This specific time I called and politely asked for the representative to give me some assistance as I had tried to contact them about my return and there was no answer and no one to assist me. I was told that I did not file an ONLINE return request, which I have never done before on my own without speaking with a representative. I asked him if he would make an exception on their return policy because the merchandise was defective and I had tried to contact them about it. My question was met with a "no way under any circumstances will I give you a refund!" I said I had forgotten that I had to place the return online because I had not spoken to a representative about the return, he said. "I'm so sorry you forgot, but its not happening." Then I had my business manager call him and he told my manager to "play with himself."

I use this company all the time to place orders for my business and I have never in my life been spoken to like this. The representative was so disgustingly rude and unaccommodating about the defective merchandise their company sold me and refused to give me a refund. Its essentially stealing my money! I had left numerous messages and no one called me back and now I am stuck with merchandise that is literally garbage.Desired Settlement: I want a refund on the defective merchandise.

Business

Response:

Review: I placed an online order for 50 tote bags 40 of one style and price and 10 of a better quality and higher price. The order was received and was short by 5 items and all totes were the same. I did not get all 50 I was charged for and the totes are identical. I called the company and no one will pick up the phone so I have left several messages. I followed up with an email requesting that they send out the missing items and questioned the styles as both were item #[redacted]. The customer service persons [redacted] and [redacted] have been both very aggressive and defensive pretty much accusing me of lying. They refuse to even acknowledge the possibility of the shortage. Thier emails back to me are very pointed and accusatory in nature. Thier customer service satisfaction guarantee as noted right on thier web page and facebook page is bogus. They have no intention of providing adequate customer service and are very rude on top of that.Desired Settlement: I want credit for the 5 missing items and most of all a written apology for their rudeness!

Business

Response:

Predominantly I’d like to

confirm that previous to this complaint, we had informed the customer of our

intention to process a $15.00 refund as well as the time frame of up to two

business days it would take those funds would appear back onto the card that

was used. This, which is ultimately the customers desired settlement, a refund

in the amount of $12.40 that was processed on 9/6/2013, should satisfy this

dispute.

Independently I’d also like

to defend ourselves against the two false allegations introduced in this

complaint. The matter of the missing merchandise, please keep in mind that

although we were able to verify from multiple sources that all items were in

fact shipped, as a courtesy we still refunded the customer more than the actual

disputed amount. Per the customers own admission she misread the numeric

value printed on the invoice under the zone number and interpreted this as the

item quantity. Prior to our initial reply to the customer we took the following

actions; we confirmed inventory numbers at the warehouse level reflected

accurate numbers after the order was processed. In addition to this we were

able to confirm that the package weight at the time of packing was accurate for

the number of items purchased. Furthermore we used information from an

independent 3rd party, UPS, to confirm that their billed weight for

this package equaled our own weight.

To separately address the

customers complaint that we’ve charged her for two unique items but shipped her

identical items. The customer purchased nearly identical bags with the same

numeric style number from two competitor manufacturers. As explained to the

customer there are many similarities within the bags, however there are two

distinct differences which confirm without any doubt that they are indeed

different items. The first, is the manufacturer tags that are sewn in the bag,

each of the two manufactures, Liberty Bag & Ultra Club have their own

unique tag which are very distinct and in no way similar to each other.

Secondly the different bags were shipped separately from each of the

manufacturers warehouses.

Thank You

Review: I ordered 8 long sleeve shirts from this company that were supposed to be "crimson red". They came in extremely faded and looking worn. I went through the process of returning the shipment and after a month, still have yet to receive a refund. Every time I call, I am cut off when I give the return id and today was told I was processed a return through eBay for 1/3rd of the price I paid for a product that I never ordered or returned. I was told it was for a hoodie. Not only that, I did not even process anything through eBay. The guy who answers the phone (and never gives his name, even when asked) constantly cut me off and finally said he would email me back a response when he finds out what happened.Desired Settlement: refund the $82.50 I paid for the items and returned.

Business

Response:

Much of what was listed in this complaint is correct,

however there is one very key element which can explain the discrepancy in refund

total amounts. The RA# Refund Authorization Number the customer provided to our

returns department was actually assigned to another customer, therefore the information

provided was linked to that customers refund instead of this ones. This

explains why the returned item and refund amount were different than what the

customer was expecting. The [redacted] return label which was provided to this

customer had another customers order number, name and shipping address listed.

This error was not noticed by our returns department at the time the label was

issued, nor was it noticed by the customer when it was printed and affixed it

to their package containing the merchandise.

If was only after receiving this complain did our returns

department research the return using the original order number and identify the

error. Once this was identified a full refund was issued along with two separate

emails to the customer explaining the error along with an apology. We had asked

for confirmation of our refund but to date have not received any correspondence

from the customer.

This customer has been refunded in full which was the

desired outcome listed in the original complaint. The refund went back into the

customers PayPal account with the following details. Customer business name [redacted], email [redacted], total refund amount $82.50 USD, Unique

Transaction ID # [redacted]. The customer received a refund notification

from [redacted] on Jan 9, 2015 at 13:58:30 EST with all of the same details as

listed above.

I've tried unsuccessfully to contact this customer directly

to explain the misunderstanding with this merchandise refund, however the

customer has not responded to my emails nor the refund notification.

Review: It is really a double complaint, but it started with the order of a jacket on line for a Christmas present. When ordering on line I tend to watch for the return policies. On the front page of your web site is a very official stamp that says satisfaction guaranteed, hassle free return policy. I failed to click to read the fine print on the basis of the promise of a hassle free policy. We purchased the jacket in the end of November for Christmas. Obviously the recipient wouldn't be trying it on for almost a month. He tried it on, it didn't fit right, so I applied for refund and was shown the policy. I then read the fine print and realized we didn't fit in the parameters of a very small window allowed for return, but you claimed satisfaction guaranteed and hassle free, so I was certain that with an explanation of the gift circumstances you would surely honor the return, after all, you are hassle free. When I was turned down, I thought you must not have paid attention to the circumstances, so I tried sending the email again, the email came back to me as a web return. No consideration.

The first compliant is about the false advertising of what seems to be a customer friendly return policy. My next complaint is about your service department which is non-existent. I guess you don't want the hassle. I called the phone number on our statement and talked to a sales person, I suppose. He explained the return policy which I was well aware of by that time. I just wanted to make sure my gift circumstances were understood and give you an opportunity to care about your customer. I asked for a number for the return department. he told me you don't have a phone number for that department and that I had to send an email. Well, we know how that works out. Your return department can't be bothered with a customer's concern if they don't fit within your stringent return policy. Stringent: The jacket was purchased on 11/30, received 12/11. Even if I had given it right back to the postal carrier on that day, it probably would not have gotten to you in time to fit your hassle free policy. Hassle free for you, not for your customers.Desired Settlement: I'd like to see your company either change your return policy so that it truly is hassle free for a customer, and give customers phone access to your customer service, or remove that misleading claim from your front page.

Business

Response:

We have spoken and emailed with this

customer several times. We are unable to accept this merchandise as a return.

We disagree

with a number of the customer’s claims.

For one, there

is no fine print of our return policy, there is only the policy which clearly

states returns must be made

within 14 days of purchase:

"If you

are unsatisfied with an item (other than wholesale bulk lots) for any reason,

return it within 14 days of purchase in new, unworn, and unwashed condition

with original tags attached for a full refund of the purchase price (excluding

shipping)."

As another

example, the customer claims

that this merchandise was not delivered until 12/11 giving him only a few days

to submit a return request, however this contradicts the [redacted] tracking which

confirms delivery on Wednesday, 12/04/2013 at 3:24 P.M, [redacted] tracking#

[redacted].

That all said,

we would have been happy to accept this return beyond the 14 day window – as we

have for other customers – however, the customer did not contact us until Saturday 12/28 which was well beyond the

return period which is readily available on our website.

Thank you.