Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ Contact Name and Title: [redacted] eCommerce Mgr Contact Phone: [redacted] Contact Email: [redacted] This product was purchased 12/2/and returned to us just prior to Christmas last yearThe tree had bulb that was either missing from the socket or not functioningThe customer did not want to troubleshoot the cause over the phone and returned the product to Treetime for a refundWe issued the refund but deducted the cost of freight per our return policy Loose, missing, or burned out bulbs aren't cover by our warrantyThe reason for that is it's usually a very quick fix as it was for the tree in questionSince these trees come with hundreds of lights it can sometimes happen that a bulb will become loose during shipping to the customerWe expect that if such an issue occurs the customer is willing to spend the time with our technical support staff to resolve the problem prior to getting an authorization for return of the product if Treetime is to pay for the return Unfortunately, [redacted] wasn't willing to do this and sent the product back after requesting a return authorization on 12/ [redacted] She refused to troubleshoot and refused we send her a spare strand of lights as a temporary fixBecause of that the return ship cost was deducted from the refund Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/04/29) */ [redacted] I did troubleshoot with other people tried to helpI also have a light keeper pro to fix lights.I called customer service times.Ask for shipping label where they sent me lights I never recieved no lights its a lie.If something dont work they should pay this was not a easy fix or I would have fixed it.If your dont send the tree back bye a special date they dont take the tree back at all.the trees lights half the lights was out, Thank You [redacted] Final Business Response / [redacted] (4000, 13, 2015/05/06) */ We issued [redacted] a full refund minus shipping costsWe did not deduct any sort of restocking fee or refuse her returnPer our return policy http:// [redacted] /Return-Policy we clearly state that the customer is responsible for return shippingWe ask that the buyer (within reason) troubleshoot any issues with Treetime prior to sending a product back if they find something wrongWe give the option to send spare lights, exchange a section (if in-stock) or to send the item back for a refund within daysWe don't offer credits after days from the date of saleEveryone at Treetime wants ever customer to walk away happy even in the face of returning a productIn no way have we been unfair to [redacted] in what we offered her and have always displayed a clear and concise return policy
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ Contact Name and Title: [redacted] eCommerce Mgr Contact Phone: [redacted] Contact Email: [redacted] This product was purchased 12/2/and returned to us just prior to Christmas last yearThe tree had bulb that was either missing from the socket or not functioningThe customer did not want to troubleshoot the cause over the phone and returned the product to Treetime for a refundWe issued the refund but deducted the cost of freight per our return policy Loose, missing, or burned out bulbs aren't cover by our warrantyThe reason for that is it's usually a very quick fix as it was for the tree in questionSince these trees come with hundreds of lights it can sometimes happen that a bulb will become loose during shipping to the customerWe expect that if such an issue occurs the customer is willing to spend the time with our technical support staff to resolve the problem prior to getting an authorization for return of the product if Treetime is to pay for the return Unfortunately, [redacted] wasn't willing to do this and sent the product back after requesting a return authorization on 12/ [redacted] She refused to troubleshoot and refused we send her a spare strand of lights as a temporary fixBecause of that the return ship cost was deducted from the refund Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/04/29) */ [redacted] I did troubleshoot with other people tried to helpI also have a light keeper pro to fix lights.I called customer service times.Ask for shipping label where they sent me lights I never recieved no lights its a lie.If something dont work they should pay this was not a easy fix or I would have fixed it.If your dont send the tree back bye a special date they dont take the tree back at all.the trees lights half the lights was out, Thank You [redacted] Final Business Response / [redacted] (4000, 13, 2015/05/06) */ We issued [redacted] a full refund minus shipping costsWe did not deduct any sort of restocking fee or refuse her returnPer our return policy http:// [redacted] /Return-Policy we clearly state that the customer is responsible for return shippingWe ask that the buyer (within reason) troubleshoot any issues with Treetime prior to sending a product back if they find something wrongWe give the option to send spare lights, exchange a section (if in-stock) or to send the item back for a refund within daysWe don't offer credits after days from the date of saleEveryone at Treetime wants ever customer to walk away happy even in the face of returning a productIn no way have we been unfair to [redacted] in what we offered her and have always displayed a clear and concise return policy