Good afternoon MsKasey, My reason for this email is to state our position on a complaint made by Mr [redacted] ; ID # [redacted] Mr [redacted] contacted our Customer Service Department via email on June 26, requesting a replacement rod for the one we’d previously replaced for him in September to replace the rod he originally purchased in the summer of I explained to Mr [redacted] , his rod was made of steel with a rust resistant finish and was not rust proof I also explained to him that unfortunately, the warranty period for his rod had expired Our policy states that we will replace any damaged or defective product within one year of purchase accompanied with proof of purchase and photos of the damaged or defective product (I have attached a copy of our policy for your reference) Although we no longer carry Mr [redacted] ’s model, we still currently make and sell steel rods However, because we’re always launching new and innovative products, we’ve added aluminum rods to our inventoryPlease let me know if you need further information or if you have any questionsThank you,
[redacted] This email is in response to complaint ID [redacted] Mr [redacted] was sent a replacement rod in September to replace his original rod that was purchased in the Summer of His rod, Model number 35604BNis out of warranty and has been for quite some time; therefore we are not able to send him a replacement As stated in my previous email, Mr [redacted] ’s rod is a solid, all metal construction with a rust resistant finish; it is not rust proof I’ve attached a copy of the original packaging for your reference along with our replacement policy Like other manufacturing companies; we’re always launching new and innovative products, therefore adding aluminum rods to our inventory Please contact me if you have additional questions or need further information Thank you, [redacted] ***
Dear [redacted] We are in receipt of your letter dated 4/13/16, ID # [redacted] regarding our Titan Aluminum Curved shower Rod We take customer satisfaction very seriously and are deeply concerned with the complaints from Ms [redacted] The complaints allege:• advertising on the packaging• Poor quality• Concern that the rod will collapse The Titan Aluminum Tension Curved shower Rod, model # 35633RRevdex.com is a tension rod for the shower/bath enclosure; which means the customer does not have to permanently mount the curved rod to the wall and there are no tools required, e.ga drill, proper drill bits, hammer, screwdrivers, etc Our shower rod and its claim of “No tools” are in direct relation to not needing any tools for installation; therefore, the customer would not need to purchase tools or use their own tools during the installation of the rod Small allen “wrench” keys are included with the purchase to lock the end caps to the brackets and rodThis shower rod is tension mechanism which doesn’t require drilling or screws Our Aluminum Tension Curved shower rods have a wide distribution both retail and online; selling at Home Depot, Bed Bath and Beyond, Lowes and Amazon Customer satisfaction feedback on these products are very high We have a out of star rating on Amazon with over reviews People are satisfied with the quality and ease of installation We recognize that a defect could affect a unit in its manufacture which is why Ms [redacted] contacted our Customer Service Department by phone on 4/1/stating she was having issues with the decorative covers end cap set screws; we sent her a new set Not hearing from her again after this one call, we felt the issue was resolved We would have kept working towards 100% product satisfaction had we known she was continuing to have issues We take the safety of our products very seriously Our tension curved shower rods are weight tested by an independent 3rd party, the Bureau Veritas Consumer Products Services (BVCPS), which is the world leader in testing, inspection and certification of products To date, we have never received a claim of collapse or injury We would like to offer Ms [redacted] a comparable product or a full refund Please let me know if there is anything else you need to further process this claim Warmest regards, [redacted] *** [redacted]
*** *** I am in receipt of your letter dated 1/20/16. The screen shot Ms*** sent in is not what’s shown on our website. Please see the below and please note the web address is exactly the same as the web address she visitedWe never received a call or email from her in reference to her complaint regarding our product. We don’t know what model she has or when it was purchased. As I stated in my previous email; most of our caddies require some cutting and we provide instructions with all models that require itIf you have any further questions, please don’t hesitate to contact meThank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint form only allowed me to attach the screen shot of the highly suspicious number they had to call for customer serviceI have included it here as wellAs you can see it is THEIR websiteI'm sure by now they scrambled to update it on line.I returned the garbage shower caddy and exchanged it for another brand, one that did not require me to use tools I DON'T HAVE in order to CUT METAL. As far as twisting the tubes to desired height, we tried that too, no dice, as the tubes would not stay in that position.POOR QUALITYSince their garbage product also pinched the skin on my hand as I stated before, I DID NOT THINK IT WAS SAFE TO USE ITFurthermore the caddy I got in exchange had filler tubes that you put inside the main pole in order to help adjust it to the height of your ceiling and those instructions had you measure height from tub ledge to ceiling and use hat measurement to determine what poles included in box to useZenith just gives you a caddy and lets you out on your own and expects everyone to cut the metal themselves using metal cutters that EVERYONE has laying around for just these occasionsPOOR INSTRUCTIONSZenith was probably too busy trying to cover themselves with the fake phone number issue to finish reading my complaint
Ms*** contacted our Customer Service Department on 5/9/via email stating her double curved rod had rusted; I replied to Ms*** telling her that I would be happy to assist her with her issue and because we do stand behind our products all damaged/defective products can be replaced within
their warranty period; however it is our company policy that all replacements require a receipt showing the purchase date and pictures of the damaged/defective product. We place all warranty information in our products, which Ms*** should have received when she purchased her rod and this information can also be found on our website at http://www.zenith-products.com/warranty. I understand that Ms*** is upset that our product failed to meet her expectations; however we do have a policy in place for all warranty claims. Please see the attached copy of our "Warranty Policy" or you may visit our website at http://www.zenith-products.com/warranty to view this information.If you have any further questions, please let me know. Thank you, Customer Service Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My contention has been that Zenith Products sold a product that was doomed to fail, way before the expected life of it due to it's construction. The replacement product is designed of a product that will not rust. Clearly indicating the way Zenith is marketing the replacement product "NeverRust™Aluminum Double Curved Shower Rod - Nickel” .I feel that as a consumer I had an expectation of purchasing a item that will work properly in the environment it is designed to work in. I didn't purchase it because it was the least expensive but rather it was the rod that best served my purpose. Had the packaging been marked that it will rust if exposed to moisture conditions I wouldn't have purchased it
Regards,
[redacted]
[redacted] I’m sending this email to respond to your letter dated 1/5/16, complaint ID # [redacted] Ms. [redacted] never contacted us by phone or email in regards to her complaint. She stated that the replacement caddy she received was too long for her bathroom. Most of...
our pole caddies require cutting (cutting instructions included); however, we do have a few available with a cam rod mechanism that will allow the customer to twist the tube(s) to the desired height. Ms. [redacted] also stated that she called our 800 number and our voicemail told her we were closed on a business day. Ms. [redacted] stated in her complaint that she called on 1/1/16 which was New Year’s Day and our company was closed for the holiday. The voicemail stated the below: “You have reached Zenith Products, Customer Service. Our office will be closed Friday, January 1st for the holiday and will reopen on Monday, January 4th at 8AM to 5PM EST. If you are a consumer and need parts, please visit our website at www.Zenith-Products.com.” In addition to the above, she also stated that our website claims to have a 24/7 customer service line with a “highly suspicious phone number of, (555) 555-0123.” Please see a screen shot of our contact information taken directly from our website below. In closing, Ms. [redacted] may call us Monday through Friday between the hours of 8:30 AM to 5:00 PM for assistance with her caddy. Please let me know if I can supply you with additional information to assist you with this matter. Thank you,
Dear [redacted]We are in receipt of your letter dated 4/13/16, ID # [redacted] regarding our Titan Aluminum Curved shower Rod. We take customer satisfaction very seriously and are deeply concerned with the complaints from Ms. [redacted]. The complaints allege:• False advertising on the...
packaging• Poor quality• Concern that the rod will collapse The Titan Aluminum Tension Curved shower Rod, model # 35633RRevdex.com is a tension rod for the shower/bath enclosure; which means the customer does not have to permanently mount the curved rod to the wall and there are no tools required, e.g. a drill, proper drill bits, hammer, screwdrivers, etc. Our shower rod and its claim of “No tools” are in direct relation to not needing any tools for installation; therefore, the customer would not need to purchase tools or use their own tools during the installation of the rod. Small allen “wrench” keys are included with the purchase to lock the end caps to the brackets and rod. This shower rod is tension mechanism which doesn’t require drilling or screws. Our Aluminum Tension Curved shower rods have a wide distribution both retail and online; selling at Home Depot, Bed Bath and Beyond, Lowes and Amazon. Customer satisfaction feedback on these products are very high. We have a 4 out of 5 star rating on Amazon with over 500 reviews. People are satisfied with the quality and ease of installation. We recognize that a defect could affect a unit in its manufacture which is why Ms. [redacted] contacted our Customer Service Department by phone on 4/1/16 stating she was having issues with the decorative covers end cap set screws; we sent her a new set. Not hearing from her again after this one call, we felt the issue was resolved. We would have kept working towards 100% product satisfaction had we known she was continuing to have issues. We take the safety of our products very seriously. Our tension curved shower rods are weight tested by an independent 3rd party, the Bureau Veritas Consumer Products Services (BVCPS), which is the world leader in testing, inspection and certification of products. To date, we have never received a claim of collapse or injury. We would like to offer Ms. [redacted] a comparable product or a full refund. Please let me know if there is anything else you need to further process this claim. Warmest regards, [redacted]
[redacted]
Good afternoon Ms. Kasey, My reason for this email is to state our position on a complaint made by Mr. [redacted]; ID # [redacted] Mr. [redacted] contacted our Customer Service Department via email on June 26, 2015 requesting a replacement rod for the one we’d previously replaced for him in...
September 2013 to replace the rod he originally purchased in the summer of 2012. I explained to Mr. [redacted], his rod was made of steel with a rust resistant finish and was not rust proof. I also explained to him that unfortunately, the warranty period for his rod had expired. Our policy states that we will replace any damaged or defective product within one year of purchase accompanied with proof of purchase and photos of the damaged or defective product (I have attached a copy of our policy for your reference). Although we no longer carry Mr. [redacted]’s model, we still currently make and sell steel rods. However, because we’re always launching new and innovative products, we’ve added aluminum rods to our inventory. Please let me know if you need further information or if you have any questions. Thank you,
[redacted]
This email is in response to complaint ID [redacted] Mr. [redacted] was sent a replacement rod in September 2013 to replace his original rod that was purchased in the Summer of 2012. His rod, Model number 35604BN02 is out of warranty and has been for quite some time; therefore we are not able to send him a replacement. As stated in my previous email, Mr. [redacted]’s rod is a solid, all metal construction with a rust resistant finish; it is not rust proof. I’ve attached a copy of the original packaging for your reference along with our replacement policy. Like other manufacturing companies; we’re always launching new and innovative products, therefore adding aluminum rods to our inventory. Please contact me if you have additional questions or need further information. Thank you, [redacted]
[redacted]
The reason for this email is to address a letter of complaint I received from your office dated 6/5/2015; ID 10652045 for Ms. [redacted]. Ms. [redacted] called our Customer Service Department and initially spoke with one of our representatives [redacted]...
regarding her rod, model # 661NNSB. She explained to Pam that her rod started to rust/tarnish then Pam followed our policy (I’ve attached a copy of our policies for your reference) by asking her for pictures of the tarnished/rusted rod and proof of purchase. Ms. [redacted] stated she was not able to provide proof of purchase and because she was not able to provide proof of purchase Pam explained that she could not replace her rod. Ms. [redacted] then asked to speak with a supervisor and I then handled the call(s) moving forward. I again explained our policy to her and she became irate; she asked to speak with my manager who was away on business at the time but was later informed by me of her complaint. When Ms. [redacted] called back I explained to her that I spoke with my manager who was in a meeting at that time about the issue and in accordance with our policy we could not send out a replacement without proof of purchase. Ms. [redacted] became irate again using profanity this time which left me no other recourse but to end the call after explaining why. It is forbidden for any one of our customer service representatives, myself included to end a call with the exception of the use of profanity during a call. Please let me know if you have any further questions.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Good afternoon MsKasey, My reason for this email is to state our position on a complaint made by Mr [redacted] ; ID # [redacted] Mr [redacted] contacted our Customer Service Department via email on June 26, requesting a replacement rod for the one we’d previously replaced for him in September to replace the rod he originally purchased in the summer of I explained to Mr [redacted] , his rod was made of steel with a rust resistant finish and was not rust proof I also explained to him that unfortunately, the warranty period for his rod had expired Our policy states that we will replace any damaged or defective product within one year of purchase accompanied with proof of purchase and photos of the damaged or defective product (I have attached a copy of our policy for your reference) Although we no longer carry Mr [redacted] ’s model, we still currently make and sell steel rods However, because we’re always launching new and innovative products, we’ve added aluminum rods to our inventoryPlease let me know if you need further information or if you have any questionsThank you,
[redacted] This email is in response to complaint ID [redacted] Mr [redacted] was sent a replacement rod in September to replace his original rod that was purchased in the Summer of His rod, Model number 35604BNis out of warranty and has been for quite some time; therefore we are not able to send him a replacement As stated in my previous email, Mr [redacted] ’s rod is a solid, all metal construction with a rust resistant finish; it is not rust proof I’ve attached a copy of the original packaging for your reference along with our replacement policy Like other manufacturing companies; we’re always launching new and innovative products, therefore adding aluminum rods to our inventory Please contact me if you have additional questions or need further information Thank you, [redacted] ***
Dear [redacted] We are in receipt of your letter dated 4/13/16, ID # [redacted] regarding our Titan Aluminum Curved shower Rod We take customer satisfaction very seriously and are deeply concerned with the complaints from Ms [redacted] The complaints allege:• advertising on the packaging• Poor quality• Concern that the rod will collapse The Titan Aluminum Tension Curved shower Rod, model # 35633RRevdex.com is a tension rod for the shower/bath enclosure; which means the customer does not have to permanently mount the curved rod to the wall and there are no tools required, e.ga drill, proper drill bits, hammer, screwdrivers, etc Our shower rod and its claim of “No tools” are in direct relation to not needing any tools for installation; therefore, the customer would not need to purchase tools or use their own tools during the installation of the rod Small allen “wrench” keys are included with the purchase to lock the end caps to the brackets and rodThis shower rod is tension mechanism which doesn’t require drilling or screws Our Aluminum Tension Curved shower rods have a wide distribution both retail and online; selling at Home Depot, Bed Bath and Beyond, Lowes and Amazon Customer satisfaction feedback on these products are very high We have a out of star rating on Amazon with over reviews People are satisfied with the quality and ease of installation We recognize that a defect could affect a unit in its manufacture which is why Ms [redacted] contacted our Customer Service Department by phone on 4/1/stating she was having issues with the decorative covers end cap set screws; we sent her a new set Not hearing from her again after this one call, we felt the issue was resolved We would have kept working towards 100% product satisfaction had we known she was continuing to have issues We take the safety of our products very seriously Our tension curved shower rods are weight tested by an independent 3rd party, the Bureau Veritas Consumer Products Services (BVCPS), which is the world leader in testing, inspection and certification of products To date, we have never received a claim of collapse or injury We would like to offer Ms [redacted] a comparable product or a full refund Please let me know if there is anything else you need to further process this claim Warmest regards, [redacted] *** [redacted]
*** *** I am in receipt of your letter dated 1/20/16. The screen shot Ms*** sent in is not what’s shown on our website. Please see the below and please note the web address is exactly the same as the web address she visitedWe never received a call or email from her in reference to her complaint regarding our product. We don’t know what model she has or when it was purchased. As I stated in my previous email; most of our caddies require some cutting and we provide instructions with all models that require itIf you have any further questions, please don’t hesitate to contact meThank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint form only allowed me to attach the screen shot of the highly suspicious number they had to call for customer serviceI have included it here as wellAs you can see it is THEIR websiteI'm sure by now they scrambled to update it on line.I returned the garbage shower caddy and exchanged it for another brand, one that did not require me to use tools I DON'T HAVE in order to CUT METAL. As far as twisting the tubes to desired height, we tried that too, no dice, as the tubes would not stay in that position.POOR QUALITYSince their garbage product also pinched the skin on my hand as I stated before, I DID NOT THINK IT WAS SAFE TO USE ITFurthermore the caddy I got in exchange had filler tubes that you put inside the main pole in order to help adjust it to the height of your ceiling and those instructions had you measure height from tub ledge to ceiling and use hat measurement to determine what poles included in box to useZenith just gives you a caddy and lets you out on your own and expects everyone to cut the metal themselves using metal cutters that EVERYONE has laying around for just these occasionsPOOR INSTRUCTIONSZenith was probably too busy trying to cover themselves with the fake phone number issue to finish reading my complaint
Ms*** contacted our Customer Service Department on 5/9/via email stating her double curved rod had rusted; I replied to Ms*** telling her that I would be happy to assist her with her issue and because we do stand behind our products all damaged/defective products can be replaced within
their warranty period; however it is our company policy that all replacements require a receipt showing the purchase date and pictures of the damaged/defective product. We place all warranty information in our products, which Ms*** should have received when she purchased her rod and this information can also be found on our website at http://www.zenith-products.com/warranty. I understand that Ms*** is upset that our product failed to meet her expectations; however we do have a policy in place for all warranty claims. Please see the attached copy of our "Warranty Policy" or you may visit our website at http://www.zenith-products.com/warranty to view this information.If you have any further questions, please let me know. Thank you, Customer Service Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My contention has been that Zenith Products sold a product that was doomed to fail, way before the expected life of it due to it's construction. The replacement product is designed of a product that will not rust. Clearly indicating the way Zenith is marketing the replacement product "NeverRust™Aluminum Double Curved Shower Rod - Nickel” .I feel that as a consumer I had an expectation of purchasing a item that will work properly in the environment it is designed to work in. I didn't purchase it because it was the least expensive but rather it was the rod that best served my purpose. Had the packaging been marked that it will rust if exposed to moisture conditions I wouldn't have purchased it
Regards,
[redacted]
[redacted] I’m sending this email to respond to your letter dated 1/5/16, complaint ID # [redacted] Ms. [redacted] never contacted us by phone or email in regards to her complaint. She stated that the replacement caddy she received was too long for her bathroom. Most of...
our pole caddies require cutting (cutting instructions included); however, we do have a few available with a cam rod mechanism that will allow the customer to twist the tube(s) to the desired height. Ms. [redacted] also stated that she called our 800 number and our voicemail told her we were closed on a business day. Ms. [redacted] stated in her complaint that she called on 1/1/16 which was New Year’s Day and our company was closed for the holiday. The voicemail stated the below: “You have reached Zenith Products, Customer Service. Our office will be closed Friday, January 1st for the holiday and will reopen on Monday, January 4th at 8AM to 5PM EST. If you are a consumer and need parts, please visit our website at www.Zenith-Products.com.” In addition to the above, she also stated that our website claims to have a 24/7 customer service line with a “highly suspicious phone number of, (555) 555-0123.” Please see a screen shot of our contact information taken directly from our website below. In closing, Ms. [redacted] may call us Monday through Friday between the hours of 8:30 AM to 5:00 PM for assistance with her caddy. Please let me know if I can supply you with additional information to assist you with this matter. Thank you,
Dear [redacted]We are in receipt of your letter dated 4/13/16, ID # [redacted] regarding our Titan Aluminum Curved shower Rod. We take customer satisfaction very seriously and are deeply concerned with the complaints from Ms. [redacted]. The complaints allege:• False advertising on the...
packaging• Poor quality• Concern that the rod will collapse The Titan Aluminum Tension Curved shower Rod, model # 35633RRevdex.com is a tension rod for the shower/bath enclosure; which means the customer does not have to permanently mount the curved rod to the wall and there are no tools required, e.g. a drill, proper drill bits, hammer, screwdrivers, etc. Our shower rod and its claim of “No tools” are in direct relation to not needing any tools for installation; therefore, the customer would not need to purchase tools or use their own tools during the installation of the rod. Small allen “wrench” keys are included with the purchase to lock the end caps to the brackets and rod. This shower rod is tension mechanism which doesn’t require drilling or screws. Our Aluminum Tension Curved shower rods have a wide distribution both retail and online; selling at Home Depot, Bed Bath and Beyond, Lowes and Amazon. Customer satisfaction feedback on these products are very high. We have a 4 out of 5 star rating on Amazon with over 500 reviews. People are satisfied with the quality and ease of installation. We recognize that a defect could affect a unit in its manufacture which is why Ms. [redacted] contacted our Customer Service Department by phone on 4/1/16 stating she was having issues with the decorative covers end cap set screws; we sent her a new set. Not hearing from her again after this one call, we felt the issue was resolved. We would have kept working towards 100% product satisfaction had we known she was continuing to have issues. We take the safety of our products very seriously. Our tension curved shower rods are weight tested by an independent 3rd party, the Bureau Veritas Consumer Products Services (BVCPS), which is the world leader in testing, inspection and certification of products. To date, we have never received a claim of collapse or injury. We would like to offer Ms. [redacted] a comparable product or a full refund. Please let me know if there is anything else you need to further process this claim. Warmest regards, [redacted]
[redacted]
Good afternoon Ms. Kasey, My reason for this email is to state our position on a complaint made by Mr. [redacted]; ID # [redacted] Mr. [redacted] contacted our Customer Service Department via email on June 26, 2015 requesting a replacement rod for the one we’d previously replaced for him in...
September 2013 to replace the rod he originally purchased in the summer of 2012. I explained to Mr. [redacted], his rod was made of steel with a rust resistant finish and was not rust proof. I also explained to him that unfortunately, the warranty period for his rod had expired. Our policy states that we will replace any damaged or defective product within one year of purchase accompanied with proof of purchase and photos of the damaged or defective product (I have attached a copy of our policy for your reference). Although we no longer carry Mr. [redacted]’s model, we still currently make and sell steel rods. However, because we’re always launching new and innovative products, we’ve added aluminum rods to our inventory. Please let me know if you need further information or if you have any questions. Thank you,
[redacted]
This email is in response to complaint ID [redacted] Mr. [redacted] was sent a replacement rod in September 2013 to replace his original rod that was purchased in the Summer of 2012. His rod, Model number 35604BN02 is out of warranty and has been for quite some time; therefore we are not able to send him a replacement. As stated in my previous email, Mr. [redacted]’s rod is a solid, all metal construction with a rust resistant finish; it is not rust proof. I’ve attached a copy of the original packaging for your reference along with our replacement policy. Like other manufacturing companies; we’re always launching new and innovative products, therefore adding aluminum rods to our inventory. Please contact me if you have additional questions or need further information. Thank you, [redacted]
[redacted]
The reason for this email is to address a letter of complaint I received from your office dated 6/5/2015; ID 10652045 for Ms. [redacted]. Ms. [redacted] called our Customer Service Department and initially spoke with one of our representatives [redacted]...
regarding her rod, model # 661NNSB. She explained to Pam that her rod started to rust/tarnish then Pam followed our policy (I’ve attached a copy of our policies for your reference) by asking her for pictures of the tarnished/rusted rod and proof of purchase. Ms. [redacted] stated she was not able to provide proof of purchase and because she was not able to provide proof of purchase Pam explained that she could not replace her rod. Ms. [redacted] then asked to speak with a supervisor and I then handled the call(s) moving forward. I again explained our policy to her and she became irate; she asked to speak with my manager who was away on business at the time but was later informed by me of her complaint. When Ms. [redacted] called back I explained to her that I spoke with my manager who was in a meeting at that time about the issue and in accordance with our policy we could not send out a replacement without proof of purchase. Ms. [redacted] became irate again using profanity this time which left me no other recourse but to end the call after explaining why. It is forbidden for any one of our customer service representatives, myself included to end a call with the exception of the use of profanity during a call. Please let me know if you have any further questions.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]