We did process customer request and shipped him the replacement partsThe replacement parts order number is ***This order was processed and shipped 11/22/the tracking number is *** and it was delivered via USPS and according to the tracking number customer rec'd
these parts on 11/24/Best Regards, Keisha
I am rejecting this response because:1st time I used product was month after I received it and they did not last days(even if they did not last month since purchase, they should return my money)I provided seller with pics at their first requestPictures clearly indicate that product was defectiveDo they seriously expect me to keep melted shoes?
Customer filed this dispute on 2/14/On 2/14/we shipped him a new model at no additional costWe also covered the return shipping back to our company which is something the manufacturer of the board would not do for the customer which is why the customer wanted to file the claim through us so
he could avoid paying shipping feesThis issue was resolved the date the complaint was filed
Initial Business Response /* (1000, 5, 2016/01/30) */
Customer placed order on 1/20/This order was processed and shipped out on 1/20/According to tracking number *** (UPS) this order was delayed due to Severe weather conditionsThis package was delivered on 1/26/to the
side doorWe are terribly sorry the weather conditions are outside our control
Customer placed an order with our company on 10/9/for Framed Attack Pro Men's BMX bike via PaypalAt the time of the order we stated this item was not currently in stock we gave an estimated delivery date to us as 10/21/ The customer contacted us weekly regarding this issue stating he
need the item for a birthday giftWe explained to the customer the item wasn't in stock and we would ship the product as soon as it reached our warehouseThe customer called on 11/1/requested the owner also wanted expedited shippingWe explained to the customer we just received the bikes and we will get this bike shipped within hours and also we waived the shipping cost we charge on bikesThis order was processed and shipped on 11/3/According to tracking number *** this package was delivered on 11/9/
Customer placed order on 12/6/for snowboard and a helmetThis order was processed and shipped out on 12/7/ The customer contacted our customer service department on 12/20/and stated she was missing the helmet and the free itemsWe explained to the customer our system was showing
all items were shipped but we would request a reshipment pending a weight verificationOur warehouse weighted package twice and the weight matched the original shipmentWe were in contact with customer regarding this process and even asked if the package was damaged or if any other extra items were included in error and the customer stated she only received the boardDespite weight matching with warehouse the request for reshipment was honored and the missing items were shipped out on 1/6/
Customer returned product and refund was issued back to customer on 2/2/for $This refund was processed back to a Visa that ends in ***Please see screen shot of refund processed: This is the information we provided customer via email to state refund was processed.Customer
will have to follow up with issuing bank at this point if refund is still not reflecting on accountEverything has been processed on our end
Customer placed order on 5/14/for Adidas Hydroterra Shandal Men's Water Shoes Black/Grey Rock/ Chalk White size This order was processed and shipped 5/16/On July 28th this customer filed a dispute with Paypal stating he had an issue with the product he purchased over months agoThe
customer never contacted our company he just filed a dispute without giving details regarding his issueAt that time Paypal closed his case in our favorThe customer then contacted customer service and stated the shoes he received over two months ago had melted and didn't even last two daysAt that time we referred the customer issue to our warranty departmentThe person in charge of warranty requested photos of shoes so we could contact the manufacture regarding his issueWe did explain to the customer via email that we will need photos and that we can't promise anything but we will try to get him a credit from the manufacture as all warranties are approved or denied based on the manufacture discretionThe customer then emailed us a photo and basely threaten our company by stating if he has to waste his time by email photos and hoping its covered he will write negative reviews unless we approve his claimWe explained to the customer he can return the product back to us and we can try to get it covered but we can't promise the manufacture will cover the warrantyOur website clearly states if any issues with the product we will work with the manufacture to get a credit issue
Customer placed an order for KPhase Ski Helmet white small $23.95, Roxy Sunset Art Series Goggles $(backordered when original ordered), Capix Pat Milbery Team Skullcandy Audio Snow Helmet black l/xl $This order was placed during our highest peak season and it appears we oversold on one
the helmets and the goggles were still on order from the manufactureCustomer emailed us and questioned the status of the order at that time we explained to the customer they should call in and work with a product specialist to find replacements as the backorder date for the goggles were an estimate and that we couldn't guarantee deliver by ChristmasCustomer called and spoke to our product specialist and they worked through some replacement helmet not sure if the customer and the sales person had some sort of miscommunication but the helmet was swapped for nicer more expensive helmets so instead of $she got a helmet for $Bern Watts W/Tracks Audio Men's Snow Helmet Matte Black LargeWe processed two helmets and shipped them out via tracking number ***This package was received to the customerOur customer service staff did not tell the customer she can keep the helmets and she would still get a refundWe have tired to resolve this issues with the customer by providing a return label tracking # ***Customer has yet to use the return label...We will not be able to refund the customer till we receive the product back
Customer placed order for Gnu Carbon Credit Asym Men's Snowboard Orange for $with a 5% off coupon for a total of $We were contacted regarding the price match on 12/12/and at that time we explained to the customer all price matches are subject to our final discretion and that a
request was entered for the price match this review can take 3-business days to get approvedThe request was denied on 12/17/and we explained to the customer we were not able to honor the price match and offer to provide a return label so customer could return the board and get it from the company that had the cheaper priceCustomer stated okay and return label for UPS tracking # *** was provided so customer could receive a refundWe were emailed again regarding the price match because the customer no longer wanted to return it just want us to refund the differenceWe have issue a refund back to the customer $which is the difference between the price the customer paid $and the price of competitor website $
As we are quickly approach the end of the snowboard/ski season most of the website has been marked down between 50%-75% off original retail price. This customer was able to take advance of our end of season sale which resulted in him getting two pairs of cross country ski boots for 50% off the...
retail value. We also have a promotion to help customer get the new product as quickly as possible with a discounted two day service for $9.95 (actual freight cost company is $38.00 or more on average). In addition to marked downs in pricing and discounted two day deliver service we also offer discounted return labels. The labels we offer are thru UPS. With a label from our company you get the label emailed to you within 24 hours directly from UPS, return insurance on package if it is lost or damaged before it reaches us, faster return service back to our company.Most of the items we sale are heavy items that on average would cost a customer upwards of $30.00 or more to return. The discounted return label rate can vary depending on how many items being returned. When we receive a phone call or a chat regarding returns we always give our customers all the options for return service. Just like our return/exchange form states customer has the option to take the package to UPS, USPS or FedEx and is responsible for return shipping back to our company. Customer returned both pairs of cross country ski boots and a refund was issued for the product in the amount of $165.90. We are terribly sorry we will not be able to refund customer for the return shipping back to our company as no label was purchased from us directly and money was refunded for original charge via pay-pal.
Customer placed order on 10/10/17 for Burton Hazel Women's Jacket True Black/True Black Denim Medium. This order was processed and shipped via UPS tracking number [redacted] on 10/10/17. Customer contacted customer service department via email/chat on 11/16/17 to explain the jacket was...
never received our chat team explained to the customer they would need to call customer service and we could get the issue resolved over the phone. Customer stated would file a complaint and never contacted phone support according to our notes. We completed a claim with UPS regarding the lost package and issued a refund back to the original form of payment $156.70 via amazon pay on 12/9/17.
because:
I have spent numerous several hours calling and writing emails most of the times without a response. After they agreed to refund me the money without any notice suddenly changed their minds and decided to give me in-store credit instead. Without knowing that I had to spend again several hours calling them and emailing without a word of apology. Now they're telling me here in order to satisfy "their customers" they're going to only refund me the money I should have gotten almost 2 months ago? They sent me the wrong sized pants and they have to take the responsibility and pay for the shipping and ski resort rental.
Customer placed an order on the website on 11/26/16. This order was processed and shipped out on 11/26/17. The customer contacted our customer service department on 12/9/16 to explain the item received didn't match the item on the website. At that time a return label was issued for the customer to...
return the wrong product. We places order with the manufacture and they provide the image of the item we are ordering and expecting to receive from them. Sometimes the manufacture of the product could provide our company with the wrong image or the wrong description of the product we are purchasing. We did issue the return label and got the item back and issued a refund back to the customer credit card for the full amount of the purchase.
I am rejecting this response because:
First of all, I issued the complaint on 11/30, the day I received the product with an email to prove so, no one got back to me until 12/9, and I did not get a final resolution and refund until 1/12. (I waited to post this until I did.) I had to call every week to check in on it. I spoke to over six different people and no one could give me an answer as to why I got the wrong product until now.This seems like both the manufacture's problem and The House's. I would encourage the House's team to check things like the actual product and the advertising images they receive (since they are responsible for their website and the products they sell) so it doesn't become a large customer issue.I would still be weary of this company because who knows how many products they advertise online but send the customer something different, and it takes a Revdex.com response to get anything done about it.
We spoke to cardholder on 7/17/17 and explained the time frame for the lost package claim. We explained to the customer she would need to call us back on 7/21/17 for an updated on the claim. The customer didn't contact our company so we could issue the reshipment so a refund was issued back to customer credit card. The refund will post within 3-5 business. No further action is need on this matter as we have considered it resolved because refund was issued.
I am rejecting this response because: I hating spend hours resolving this, talking to multiple people at their company, and they gave false answer after false answer. It is resolved due to my efforts despite their intentions. As you can see this is 5-6 weeks later. Just like they tried to deal with my issue on their delayed timeframe and not how they stated they would. Worst customer service.
Customer placed order on 6/24/17 for 2-Continental Gatorskin Fold Duraskin Bike Tire Black. This order was processed and shipped out on 6/27/17. Customer was email tracking number [redacted]. This package was processed and delivered by UPS on 7/1/17 per tracking details. We received a...
phone call from the customer on 7/7/17 stated she did not receive the package that was delivered on 7/1/17 and she believed someone stole the package. At that time we explained to the customer we will have to do a claim with UPS and we have to allow the driver up to 8 business days to complete the followup for this missing package. The customer contacted us again on 7/17/17 we explained to the customer that UPS still has till 7/19/17 to update claim status. At that time we told the customer the earliest we would be able to do a reshipment will be 7/20/17 but we have to allow UPS the time to investigate the stolen/missing package claim. We are terribly sorry the package wasn't received by cardholder and we are working with UPS to get the missing package located and/or reshipping a new order within the time allotted.
Our website and our return form clearly stated we have a 30 day return policy for any unused items. We do have a customer absolute policy but we can only try to help the customer with the current company policies. Our current policy is returns must be made in 30 days of purchase.
We did process customer request and shipped him the replacement partsThe replacement parts order number is ***This order was processed and shipped 11/22/the tracking number is *** and it was delivered via USPS and according to the tracking number customer rec'd
these parts on 11/24/Best Regards, Keisha
I am rejecting this response because:1st time I used product was month after I received it and they did not last days(even if they did not last month since purchase, they should return my money)I provided seller with pics at their first requestPictures clearly indicate that product was defectiveDo they seriously expect me to keep melted shoes?
Customer filed this dispute on 2/14/On 2/14/we shipped him a new model at no additional costWe also covered the return shipping back to our company which is something the manufacturer of the board would not do for the customer which is why the customer wanted to file the claim through us so
he could avoid paying shipping feesThis issue was resolved the date the complaint was filed
Initial Business Response /* (1000, 5, 2016/01/30) */
Customer placed order on 1/20/This order was processed and shipped out on 1/20/According to tracking number *** (UPS) this order was delayed due to Severe weather conditionsThis package was delivered on 1/26/to the
side doorWe are terribly sorry the weather conditions are outside our control
Customer placed an order with our company on 10/9/for Framed Attack Pro Men's BMX bike via PaypalAt the time of the order we stated this item was not currently in stock we gave an estimated delivery date to us as 10/21/ The customer contacted us weekly regarding this issue stating he
need the item for a birthday giftWe explained to the customer the item wasn't in stock and we would ship the product as soon as it reached our warehouseThe customer called on 11/1/requested the owner also wanted expedited shippingWe explained to the customer we just received the bikes and we will get this bike shipped within hours and also we waived the shipping cost we charge on bikesThis order was processed and shipped on 11/3/According to tracking number *** this package was delivered on 11/9/
Customer placed order on 12/6/for snowboard and a helmetThis order was processed and shipped out on 12/7/ The customer contacted our customer service department on 12/20/and stated she was missing the helmet and the free itemsWe explained to the customer our system was showing
all items were shipped but we would request a reshipment pending a weight verificationOur warehouse weighted package twice and the weight matched the original shipmentWe were in contact with customer regarding this process and even asked if the package was damaged or if any other extra items were included in error and the customer stated she only received the boardDespite weight matching with warehouse the request for reshipment was honored and the missing items were shipped out on 1/6/
Customer returned product and refund was issued back to customer on 2/2/for $This refund was processed back to a Visa that ends in ***Please see screen shot of refund processed: This is the information we provided customer via email to state refund was processed.Customer
will have to follow up with issuing bank at this point if refund is still not reflecting on accountEverything has been processed on our end
Customer placed order on 5/14/for Adidas Hydroterra Shandal Men's Water Shoes Black/Grey Rock/ Chalk White size This order was processed and shipped 5/16/On July 28th this customer filed a dispute with Paypal stating he had an issue with the product he purchased over months agoThe
customer never contacted our company he just filed a dispute without giving details regarding his issueAt that time Paypal closed his case in our favorThe customer then contacted customer service and stated the shoes he received over two months ago had melted and didn't even last two daysAt that time we referred the customer issue to our warranty departmentThe person in charge of warranty requested photos of shoes so we could contact the manufacture regarding his issueWe did explain to the customer via email that we will need photos and that we can't promise anything but we will try to get him a credit from the manufacture as all warranties are approved or denied based on the manufacture discretionThe customer then emailed us a photo and basely threaten our company by stating if he has to waste his time by email photos and hoping its covered he will write negative reviews unless we approve his claimWe explained to the customer he can return the product back to us and we can try to get it covered but we can't promise the manufacture will cover the warrantyOur website clearly states if any issues with the product we will work with the manufacture to get a credit issue
Customer placed an order for KPhase Ski Helmet white small $23.95, Roxy Sunset Art Series Goggles $(backordered when original ordered), Capix Pat Milbery Team Skullcandy Audio Snow Helmet black l/xl $This order was placed during our highest peak season and it appears we oversold on one
the helmets and the goggles were still on order from the manufactureCustomer emailed us and questioned the status of the order at that time we explained to the customer they should call in and work with a product specialist to find replacements as the backorder date for the goggles were an estimate and that we couldn't guarantee deliver by ChristmasCustomer called and spoke to our product specialist and they worked through some replacement helmet not sure if the customer and the sales person had some sort of miscommunication but the helmet was swapped for nicer more expensive helmets so instead of $she got a helmet for $Bern Watts W/Tracks Audio Men's Snow Helmet Matte Black LargeWe processed two helmets and shipped them out via tracking number ***This package was received to the customerOur customer service staff did not tell the customer she can keep the helmets and she would still get a refundWe have tired to resolve this issues with the customer by providing a return label tracking # ***Customer has yet to use the return label...We will not be able to refund the customer till we receive the product back
Our system shows this bike was return with the return label provided and a refund will be issued once the bike has been returned
Customer placed order for Gnu Carbon Credit Asym Men's Snowboard Orange for $with a 5% off coupon for a total of $We were contacted regarding the price match on 12/12/and at that time we explained to the customer all price matches are subject to our final discretion and that a
request was entered for the price match this review can take 3-business days to get approvedThe request was denied on 12/17/and we explained to the customer we were not able to honor the price match and offer to provide a return label so customer could return the board and get it from the company that had the cheaper priceCustomer stated okay and return label for UPS tracking # *** was provided so customer could receive a refundWe were emailed again regarding the price match because the customer no longer wanted to return it just want us to refund the differenceWe have issue a refund back to the customer $which is the difference between the price the customer paid $and the price of competitor website $
As we are quickly approach the end of the snowboard/ski season most of the website has been marked down between 50%-75% off original retail price. This customer was able to take advance of our end of season sale which resulted in him getting two pairs of cross country ski boots for 50% off the...
retail value. We also have a promotion to help customer get the new product as quickly as possible with a discounted two day service for $9.95 (actual freight cost company is $38.00 or more on average). In addition to marked downs in pricing and discounted two day deliver service we also offer discounted return labels. The labels we offer are thru UPS. With a label from our company you get the label emailed to you within 24 hours directly from UPS, return insurance on package if it is lost or damaged before it reaches us, faster return service back to our company.Most of the items we sale are heavy items that on average would cost a customer upwards of $30.00 or more to return. The discounted return label rate can vary depending on how many items being returned. When we receive a phone call or a chat regarding returns we always give our customers all the options for return service. Just like our return/exchange form states customer has the option to take the package to UPS, USPS or FedEx and is responsible for return shipping back to our company. Customer returned both pairs of cross country ski boots and a refund was issued for the product in the amount of $165.90. We are terribly sorry we will not be able to refund customer for the return shipping back to our company as no label was purchased from us directly and money was refunded for original charge via pay-pal.
Customer placed order on 10/10/17 for Burton Hazel Women's Jacket True Black/True Black Denim Medium. This order was processed and shipped via UPS tracking number [redacted] on 10/10/17. Customer contacted customer service department via email/chat on 11/16/17 to explain the jacket was...
never received our chat team explained to the customer they would need to call customer service and we could get the issue resolved over the phone. Customer stated would file a complaint and never contacted phone support according to our notes. We completed a claim with UPS regarding the lost package and issued a refund back to the original form of payment $156.70 via amazon pay on 12/9/17.
I am rejecting this response...
because:
I have spent numerous several hours calling and writing emails most of the times without a response. After they agreed to refund me the money without any notice suddenly changed their minds and decided to give me in-store credit instead. Without knowing that I had to spend again several hours calling them and emailing without a word of apology. Now they're telling me here in order to satisfy "their customers" they're going to only refund me the money I should have gotten almost 2 months ago? They sent me the wrong sized pants and they have to take the responsibility and pay for the shipping and ski resort rental.
Customer placed an order on the website on 11/26/16. This order was processed and shipped out on 11/26/17. The customer contacted our customer service department on 12/9/16 to explain the item received didn't match the item on the website. At that time a return label was issued for the customer to...
return the wrong product. We places order with the manufacture and they provide the image of the item we are ordering and expecting to receive from them. Sometimes the manufacture of the product could provide our company with the wrong image or the wrong description of the product we are purchasing. We did issue the return label and got the item back and issued a refund back to the customer credit card for the full amount of the purchase.
I am rejecting this response because:
First of all, I issued the complaint on 11/30, the day I received the product with an email to prove so, no one got back to me until 12/9, and I did not get a final resolution and refund until 1/12. (I waited to post this until I did.) I had to call every week to check in on it. I spoke to over six different people and no one could give me an answer as to why I got the wrong product until now.This seems like both the manufacture's problem and The House's. I would encourage the House's team to check things like the actual product and the advertising images they receive (since they are responsible for their website and the products they sell) so it doesn't become a large customer issue.I would still be weary of this company because who knows how many products they advertise online but send the customer something different, and it takes a Revdex.com response to get anything done about it.
We spoke to cardholder on 7/17/17 and explained the time frame for the lost package claim. We explained to the customer she would need to call us back on 7/21/17 for an updated on the claim. The customer didn't contact our company so we could issue the reshipment so a refund was issued back to customer credit card. The refund will post within 3-5 business. No further action is need on this matter as we have considered it resolved because refund was issued.
I am rejecting this response because: I hating spend hours resolving this, talking to multiple people at their company, and they gave false answer after false answer. It is resolved due to my efforts despite their intentions. As you can see this is 5-6 weeks later. Just like they tried to deal with my issue on their delayed timeframe and not how they stated they would. Worst customer service.
Customer placed order on 6/24/17 for 2-Continental Gatorskin Fold Duraskin Bike Tire Black. This order was processed and shipped out on 6/27/17. Customer was email tracking number [redacted]. This package was processed and delivered by UPS on 7/1/17 per tracking details. We received a...
phone call from the customer on 7/7/17 stated she did not receive the package that was delivered on 7/1/17 and she believed someone stole the package. At that time we explained to the customer we will have to do a claim with UPS and we have to allow the driver up to 8 business days to complete the followup for this missing package. The customer contacted us again on 7/17/17 we explained to the customer that UPS still has till 7/19/17 to update claim status. At that time we told the customer the earliest we would be able to do a reshipment will be 7/20/17 but we have to allow UPS the time to investigate the stolen/missing package claim. We are terribly sorry the package wasn't received by cardholder and we are working with UPS to get the missing package located and/or reshipping a new order within the time allotted.
Our website and our return form clearly stated we have a 30 day return policy for any unused items. We do have a customer absolute policy but we can only try to help the customer with the current company policies. Our current policy is returns must be made in 30 days of purchase.