I am rejecting this response because:
The website does not clearly state that the bike might weigh considerably more than the claimed weight (7lbs is a huge difference in the bike world - over 20% higher than claimed). Further, the first mention of the weight is nowhere near the disclaimer that it is based on an average. The weight can be seen right up near the top of the page and the disclaimer is 5 page scrolls down the page (at the bottom of a more detailed list of specifications). The law states "disclosure of the terms of the offer set forth in a footnote of an advertisement to which reference is made by an asterisk or other symbol placed next to the offer". The usage of the word "average" was used to imply that the weight of the actual bike would be close to the weight given and the item I received weighed 20% more than claimed.Also, the shipping label was not discounted at all. I would have paid $15 less if I went to UPS myself. Your team made the process difficult and I had to follow up several times with them.
(The consumer indicated he/she DID NOT accept the response from the business.)
i've already paid $15.00 to return the item, i've already receive a full return on the item, would rather have a discount on future purchase to off set the shipping cost, if that's possible
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.
We received an order on 12/25/16 at night. When the order came into our system it listed same billing and shipping to an address in FL. Whenever an order is placed online and the address provided doesn't match the information the bank has on file the customer is sent an email letting them know we...
are having issues. This email does state the order hasn't been canceled and we will try to clear the order even if we don't hear back from the customer because we have founded that most customers make minor typos and the information can be fixed. Since this customer has ordered from our company before this order was released and shipped out on 12/26/16. Our system shows the customer contacted us on 12/28/17 and at that time explained they are not sure how this information was entered into our system and they didn't know any one in FL. During normal time of year the customer can contact UPS and request a return to shipper or a hold for pickup without the company contacting UPS during the holiday season it appears some UPS workers allowed the change and some didn't. The customer explained they put a hold request on package since UPS rep wouldn't allow them to return to shipper at that time we contacted UPS and told them to return the package to shipper. This return was received in our warehouse on 1/6/17 and the full refund for this charge was issued back to the customers account today.
Customer placed order with our company on 12/23/16. During the holiday we post our holiday shipping schedule to ensure our customer receive the package by Christmas. Since this order was placed on Friday next day service only delivers Monday-Friday. This information is posted on the website under...
our helpdesk. Free Ground Delivery InformationContinental 48 States – Business DaysOrder by 2PM CST on This Day*MONTUEWEDTHUFRISATSUNExpress Ground 1 – 5 business days. See map below.And Receive Order on This day (see below)Example: Express Ground to OH, CO, TH, etc 2 DaysWEDTHUFRIMONTUEWEDWEDExample: Express Ground to West Coast 4 DaysFRIMONTUEWEDTHUFRIFRIExample: Express Ground to East Coast 3-4 DaysTHUFRIMONTUEWEDTHUTHU3 Day DeliveryTHUFRIMONTUEWEDTHUTHU2 Day DeliveryWEDTHUFRIMONTUEWEDWEDNext Day DeliveryTUEWEDTHUFRIMONTUETUENext Day Saturday DeliverySATFree Shipping (Economy) takes 3-8 business days.See map below.Truck Shipping (Windsurfers, Kayak, Paddleboards) takes 5-8 business days.USPS Priority Mail 1-5 business days depending on location.This chart shows the package will delivery the following business day. Since the holiday fell on a weekend UPS, and USPS and other company were closed to honor the holiday so next day service for this package would have been delivery by Tuesday the following business day. We are terribly sorry we are not able to issue a refund for the shipping because we paid for the overnight service and the package was shipped out on the overnight service. We can issue the shipping as a store credit as goodwill but we will not able do a refund because service was fulfilled. When you are ready to place an order using the store credit of $39.95 please call our sales department and provide this tracking number and they will show you have a credit for the shipping.
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.thank you![redacted]
In an effort to strive for customer satisfaction we will bend our current return policy and refund the $179.95 for the price of the snowboard pants. This refund will be processed via Paypal and will take 3-5 business days to go back to your account.
Customer placed order on 12/27/16 for one set of bindings and one snowboard. This order was processed and shipped out on 12/27/16. The customer contacted us on 12/29/16 stating she received the snowboard damaged. At that time we requested pictures of the damage board so we can submit this...
information to UPS since the damaged occurred during transport. We contacted UPS on 12/30/16 letting them know we need a damaged package to be picked up and returned to us. Since this issue occurred around the holiday season UPS was closed on 1/2/17 so the request was given to the driver on 1/3/17. The replacement order was shipped out on 1/3/17 and was delivered to customer. We are terribly sorry for the issues experienced during this purchase.
We have been offering discounted (lower than the published rate) return labels to our customers for the last 12 months and we understand that sometimes the return process can be frustrating so we are continuing to work on this process and our hope is to get to a point where labels will be included in packages and we can just charge a set standard flat fee. Since the full amount of the payment was refunded we are not able to over refund you for the shipping paid to return the item but if you want to forward you receipt to our customer service email address showing us how much you paid to return the product we can issue a electronic gift card to be used towards a future purchase as goodwill because our intentions are never to mislead our customers in anyway.
I am rejecting this response because: I am fully aware that the issue with my board was a manufacturer issue, and not a retailer issue. So I would like to say first that I am grateful that they eventually replaced the board 9 weeks later. I would like to reiterate though that my problem is that I've been lied to multiple times by this retailer's employee. I asked them multiple times, knowing that my board's damage is a manufacturer issue, if it is something they can forward to the manufacturer and they dishonestly said "Yes" (I have their emails to prove if needed). Like I said before, if they had just honestly said "sorry we can't do that" at the beginning, I wouldn't even have bothered sending it to them. Looking through other Revdex.com complaints and online reviews for this retailer, it seems other customers had the same issue, where the retailer promised something but did not deliver. All I'm asking to close this case is for them to admit that their employee was dishonest, that her behavior is unacceptable for the company, and that they would do something to improve their ethics. I don't think this is something impossible. All I'm looking for is their word.
The customer had a warranty issue. We do not offer the warranty it is given by the manufacture. The manufacture of the product doesn't cover return shipping for a warranty claim the customer understood this to be the case as he spoke with a rep from the manufacture directly since he didn't want to have to pay to return product we assisted him with the return shipping. We then gave him a credit for the defective product and reshipped a upgraded model. This situation wasn't handled in the manner we would have liked but we did honor the customer request and get a replacement shipped.
Customer placed order for Framed Minnesota 3.0 20in bike on 12/18/2016. This order was shipped out on 12/19/2016. According to tracking number [redacted] package delivered 12/23/16. Our system shows customer contacted our company on 1/31/2017 stating he would like to return the bike...
because the weight on the website doesn't match the weight of the bike. At that time we explained to the customer the website clearly states Framed bases the weight of their MN 3.0 bikes on an average 18" Frame. The exact weight may vary slightly from what is posted. At that time we explained to the customer we are not able to cover the return shipping because the website clearly states the weight listed could varies depending on the frame size. At that time we offered the customer a discounted return label to return the bike since he was not happy. He then requested we contact UPS and schedule a call tag for package to be picked up and return to our company. The customer gave us his credit card information and authorized the charge for the return shipping back to our company with the understand the return shipping is not refundable. Once the bike was returned back to our company we issued a full refund back to the original form of payment via Paypal.
I am rejecting this response because:
The website does not clearly state that the bike might weigh considerably more than the claimed weight (7lbs is a huge difference in the bike world - over 20% higher than claimed). Further, the first mention of the weight is nowhere near the disclaimer that it is based on an average. The weight can be seen right up near the top of the page and the disclaimer is 5 page scrolls down the page (at the bottom of a more detailed list of specifications). The law states "disclosure of the terms of the offer set forth in a footnote of an advertisement to which reference is made by an asterisk or other symbol placed next to the offer". The usage of the word "average" was used to imply that the weight of the actual bike would be close to the weight given and the item I received weighed 20% more than claimed.Also, the shipping label was not discounted at all. I would have paid $15 less if I went to UPS myself. Your team made the process difficult and I had to follow up several times with them.
(The consumer indicated he/she DID NOT accept the response from the business.)
i've already paid $15.00 to return the item, i've already receive a full return on the item, would rather have a discount on future purchase to off set the shipping cost, if that's possible
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.
We received an order on 12/25/16 at night. When the order came into our system it listed same billing and shipping to an address in FL. Whenever an order is placed online and the address provided doesn't match the information the bank has on file the customer is sent an email letting them know we...
are having issues. This email does state the order hasn't been canceled and we will try to clear the order even if we don't hear back from the customer because we have founded that most customers make minor typos and the information can be fixed. Since this customer has ordered from our company before this order was released and shipped out on 12/26/16. Our system shows the customer contacted us on 12/28/17 and at that time explained they are not sure how this information was entered into our system and they didn't know any one in FL. During normal time of year the customer can contact UPS and request a return to shipper or a hold for pickup without the company contacting UPS during the holiday season it appears some UPS workers allowed the change and some didn't. The customer explained they put a hold request on package since UPS rep wouldn't allow them to return to shipper at that time we contacted UPS and told them to return the package to shipper. This return was received in our warehouse on 1/6/17 and the full refund for this charge was issued back to the customers account today.
Customer placed order with our company on 12/23/16. During the holiday we post our holiday shipping schedule to ensure our customer receive the package by Christmas. Since this order was placed on Friday next day service only delivers Monday-Friday. This information is posted on the website under...
our helpdesk. Free Ground Delivery InformationContinental 48 States – Business DaysOrder by 2PM CST on This Day*MONTUEWEDTHUFRISATSUNExpress Ground 1 – 5 business days. See map below.And Receive Order on This day (see below)Example: Express Ground to OH, CO, TH, etc 2 DaysWEDTHUFRIMONTUEWEDWEDExample: Express Ground to West Coast 4 DaysFRIMONTUEWEDTHUFRIFRIExample: Express Ground to East Coast 3-4 DaysTHUFRIMONTUEWEDTHUTHU3 Day DeliveryTHUFRIMONTUEWEDTHUTHU2 Day DeliveryWEDTHUFRIMONTUEWEDWEDNext Day DeliveryTUEWEDTHUFRIMONTUETUENext Day Saturday DeliverySATFree Shipping (Economy) takes 3-8 business days.See map below.Truck Shipping (Windsurfers, Kayak, Paddleboards) takes 5-8 business days.USPS Priority Mail 1-5 business days depending on location.This chart shows the package will delivery the following business day. Since the holiday fell on a weekend UPS, and USPS and other company were closed to honor the holiday so next day service for this package would have been delivery by Tuesday the following business day. We are terribly sorry we are not able to issue a refund for the shipping because we paid for the overnight service and the package was shipped out on the overnight service. We can issue the shipping as a store credit as goodwill but we will not able do a refund because service was fulfilled. When you are ready to place an order using the store credit of $39.95 please call our sales department and provide this tracking number and they will show you have a credit for the shipping.
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.thank you![redacted]
In an effort to strive for customer satisfaction we will bend our current return policy and refund the $179.95 for the price of the snowboard pants. This refund will be processed via Paypal and will take 3-5 business days to go back to your account.
Customer placed order on 12/27/16 for one set of bindings and one snowboard. This order was processed and shipped out on 12/27/16. The customer contacted us on 12/29/16 stating she received the snowboard damaged. At that time we requested pictures of the damage board so we can submit this...
information to UPS since the damaged occurred during transport. We contacted UPS on 12/30/16 letting them know we need a damaged package to be picked up and returned to us. Since this issue occurred around the holiday season UPS was closed on 1/2/17 so the request was given to the driver on 1/3/17. The replacement order was shipped out on 1/3/17 and was delivered to customer. We are terribly sorry for the issues experienced during this purchase.
We have been offering discounted (lower than the published rate) return labels to our customers for the last 12 months and we understand that sometimes the return process can be frustrating so we are continuing to work on this process and our hope is to get to a point where labels will be included in packages and we can just charge a set standard flat fee. Since the full amount of the payment was refunded we are not able to over refund you for the shipping paid to return the item but if you want to forward you receipt to our customer service email address showing us how much you paid to return the product we can issue a electronic gift card to be used towards a future purchase as goodwill because our intentions are never to mislead our customers in anyway.
I am rejecting this response because: I am fully aware that the issue with my board was a manufacturer issue, and not a retailer issue. So I would like to say first that I am grateful that they eventually replaced the board 9 weeks later. I would like to reiterate though that my problem is that I've been lied to multiple times by this retailer's employee. I asked them multiple times, knowing that my board's damage is a manufacturer issue, if it is something they can forward to the manufacturer and they dishonestly said "Yes" (I have their emails to prove if needed). Like I said before, if they had just honestly said "sorry we can't do that" at the beginning, I wouldn't even have bothered sending it to them. Looking through other Revdex.com complaints and online reviews for this retailer, it seems other customers had the same issue, where the retailer promised something but did not deliver. All I'm asking to close this case is for them to admit that their employee was dishonest, that her behavior is unacceptable for the company, and that they would do something to improve their ethics. I don't think this is something impossible. All I'm looking for is their word.
The customer had a warranty issue. We do not offer the warranty it is given by the manufacture. The manufacture of the product doesn't cover return shipping for a warranty claim the customer understood this to be the case as he spoke with a rep from the manufacture directly since he didn't want to have to pay to return product we assisted him with the return shipping. We then gave him a credit for the defective product and reshipped a upgraded model. This situation wasn't handled in the manner we would have liked but we did honor the customer request and get a replacement shipped.
Customer placed order for Framed Minnesota 3.0 20in bike on 12/18/2016. This order was shipped out on 12/19/2016. According to tracking number [redacted] package delivered 12/23/16. Our system shows customer contacted our company on 1/31/2017 stating he would like to return the bike...
because the weight on the website doesn't match the weight of the bike. At that time we explained to the customer the website clearly states Framed bases the weight of their MN 3.0 bikes on an average 18" Frame. The exact weight may vary slightly from what is posted. At that time we explained to the customer we are not able to cover the return shipping because the website clearly states the weight listed could varies depending on the frame size. At that time we offered the customer a discounted return label to return the bike since he was not happy. He then requested we contact UPS and schedule a call tag for package to be picked up and return to our company. The customer gave us his credit card information and authorized the charge for the return shipping back to our company with the understand the return shipping is not refundable. Once the bike was returned back to our company we issued a full refund back to the original form of payment via Paypal.