Tristar Products

Review: ordered the product based on the advertisement that you could return for a full refund after a 60 day trial for $99. the product after 4 weeks did not work - would not heat properly (curling iron). placed several calls based on the instructions for returns, to try to obtain a return authorization; however, it was impossible to get through; there was so much noise when someone answered it was impossible to understand; or they would simply hang up on me. on the 60th day, I finally got thru to a supervisor after 3 calls and she told me that the product had to be returned before 60 days and I was too late for a refund. I was also charged $114 then later, $33, which was well over the $99 advertised price.Desired Settlement: I want a refund and this company should be put out of business for false advertising

Business

Response:

To Whom it may Concern:

A full refund was posted back to the customers cc that we have on file.

Thank You-

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only upon the contingency that a full refund is in fact posted on my credit card; which as of now, has not been posted although their response states they have issued a full refund.

Regards,

Review: THEY GIVESIZECHART ORDERED BY THAT ....SAY THEY ARE MID RISE , NO THEY ARE LOW RISE, WHICH PULLS DOWN IN BACK ALWAYS, NOT A GOOD LOOK NOT SATISFIED CUSTOMER..HONESTLY DISAPPOINTED...THE CHART IS NOT TRUE TO SIZE..SAYS HIGH WAIST NO FAR FROM IT, LOW WAIST...OTHERWISE I WOULD LOVE THEM.....NOT WAS TOLD SEND BACK ,I PAY, AND REFUND MINUS SHIPPING AND PROCESSING.....BECAUSE OF FALSE ADVERTISINGDesired Settlement: FULL REFUND AND IF THEY WANT BACK PAIDED POSTAGE

Business

Response:

To Whom It May Concern,customers account was reviewed and the policy is 60 day money back guarantee less the processing and handling. Also customer has to cover the expenses to send it back to us. Out of good faith I will email customer a pre-paid label so she can return it at no cost. We will also refund customer in full.

Consumer

Response:

I am rejecting this response because:

NEVER RECEIVED PREPAIDED LABEL

Business

Response:

to whom it may concern:A return label has been mailed ,and I also sent one to the customers email that we have on file [redacted].

Review: hello I had ordered the 75 foot flexable hose long story short it took forever too receive it once I received it the hoses broke in two days I called multiple times too receive a return label to receive a REFUND it took a couple tries just too get the return label once I finally got the return label I returned the defective hoses . so about a week or so later I called too check the status and a customer service agent told me that they had made a mistake and sent me a replacement.I had explained my situation and the agent told me my refund is being procesed and I will receive the refund in 4-5 days and she also told me not too except the replacement if it comes.. so about a two weeks later still no refund so I called back on 8/212013

and the customer service agent told me the package was delivered. and I have too wait for some type of investigation wich ihad no promblem with but its been a very long time and I made no mistakes I did eveything they asked me too do.

and in return I was lied too that is not good customer service . so I asked too speak too supervisor and she hung up on me and sent me too another department. once I was transfered I was speaking too [redacted] agent [redacted] . now im still wainting for my money this is completly unfair . please reveiw all the recorded calls and you will see that your customer service needs improvemDesired Settlement: I would like my full refund plus extra for my convenience

Business

Response:

To whom it may concern,

We issued a replacement unit to be sent out to Mr. [redacted]. I understand he did not want a replacement so we went ahead and issued him a refund for $29.95 the cost of the hose, I went ahead and issued a refund for the remaining $19.98 which is the processing and handling. Both refunds have been placed back onto the Visa credit card ending in [redacted]. Please have him contact his credit card company to verify that he has been refunded.

Review: several months ago I purchased two, heavy duty hoses with sprayers. I paid extra for "heavy duty". I waited almost 8 weeks to receive the two hoses. While watering my yard, the sprayer flew off the hose, almost hitting me in the face. For several days I tried watering, holding the hose and the sprayer with both hands so I would not end up in the emergency room. I called to complain and ask if ongoing issue. (I saw several complaints about the same problem) I was told to try the second sprayer. I did, for several days, with the same thing happening..the sprayer flying off of the hose. I called again. I was told that free of charge they would send two replacement sprayers. (I think the problem is with the threads on the hose not being sufficient but they must know what they are talking about.) I have waited approximately 3 weeks for the sprayers. I called back again approximately 2 weeks ago and was told that they would send them out immediately. I still have received no replacement sprayers to use my almost $60 in hoses that I purchased. I am unhappy with the product, and with the customer service to right their wrong. Ordered on 3/21/13, shipped on 5/2/13. Dates called are approximate.Desired Settlement: I would like a complete refund to my credit card for the several months of first waiting for the product, then the aggravation of the product not working properly, the time and effort to correct the problem and ending up with two "heavy duty" hoses that I cannot use. (which are dangerous)

Business

Response:

To whom it may concern,

I noticed that Mrs. [redacted] contacted customer service and they are mailing her a return label to mail the product back. Normally we need to wait to receive our product to issue a refund but to satisfy Mrs. [redacted] I have issued a full refund in the amount of $ 57.91. The refund was placed back onto the Discover credit card ending in [redacted]. Please allow about 3-5 business days to receive the refund. In the meantime once Mrs. [redacted] receives the label please have her mail the product back.

Review: I recently saw an ad on tv for this aqua rug. I ordered them under the understanding that they were 19.99 for one get the second free. I received the rugs and started using them. When I received my mastercard bill I was charged 71.79 for the purchase. When speaking to the agent he advised me that My order was upgraded to a deluxe mat which was 39.97 get one free 5.25 tax and 25.97 for shipping. I had no idea of these charges when I purchased the items. I requested to return which the agent said was fine, but the shipping return is on me and they will not return the tax stating that that is required by the state whether the item is kept or returned. They are really taking advantage of the elderly.

Product_Or_Service: Aqua rugDesired Settlement: DesiredSettlementID: Refund

I would like a refund for the entire amount of purchase plus return shipping fees. I was misled.

Business

Response:

To whom it may concern,

When placing an order pricing of the product and processing and handling is clearly explained. As stated on all of our advertisements we do not refund processing and handling. I show that Mrs. [redacted] returned the product and we issued a refund for the product in the amount of $ 43.52. I believe there may have been a misunderstanding regarding the processing and handling so I will issue a refund for $28.27. The refund was placed back onto the Master card ending in [redacted]. Please allow about 3-5 business days to receive the refund.

Thank you,

Business

Response:

To whom it may concern,

When placing an order pricing of the product and processing and handling is clearly explained. As stated on all of our advertisements we do not refund processing and handling. I show that Mrs. [redacted] returned the product and we issued a refund for the product in the amount of $ 43.52. I believe there may have been a misunderstanding regarding the processing and handling so I will issue a refund for $28.27. The refund was placed back onto the Master card ending in [redacted]. Please allow about 3-5 business days to receive the refund.

Thank you,

Review: I order the genie bras from this company which read had 60- day money back guarantee which at the time I didn't read the part about the less the processing and handling but just return I had to pay more postage that is unfair to the consumer for them to keep the shipping from the original payment. I have two different orders from this company one costing $53.98 and $43.98. Order numbers are [redacted]0 and [redacted]9.Desired Settlement: I would like all my money back from both orders with the $13.98 included.

Business

Response:

To Whom it May Concern:A refund was posted back to the customers cc.Thank you-

Consumer

Response:

I am rejecting this response because: I need to know if full refund of the two amounts of $53.98 and $43.98. I am not sure if refund includes the shipping cost because I don't think I should pay twice for shipping cost to send packages back to the company.

Business

Response:

Thank you for being part of the genie family. I looked over the account it show we have refund you for the cost of the products less the processing and handling. Our policy is 60 day money back guarantee less the processing and handling. I will go ahead and honor you a full refund for both of your orders.Thank you

Review: On 10/ 26 /15 I shipped my power pressure cooker for a warranty replacement because it was leaking pressure.

I called customer service 3 times and all 3 times they told me that they ship it out and that I will receive it in 7-10 business days. Month went by and I haven't received my pressure cooker yet.Desired Settlement: If they don't want to send me a new one, I will take a full refund and warranty that I purchased.

Business

Response:

TO Whom it May Concern: I see that the customers unit came back to us on 11/5/15-and a replacement went out on the same day 11/5/15. [redacted]

[redacted]Thank You

Consumer

Response:

[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.]

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,

Review: I had purchased the [redacted] with the 7 year extended trouble free warranty after seeing the [redacted] infomercial on 9/17/2009. I paid $299.91 for the unit with the extend warranty and shipping.

The unit stopped working a few months back and I finally got around to calling the company today on 9/2/2014 at 5:20 PM CDT. I spoke with[redacted] (Agent #[redacted]) who advised me that since the unit is discontinued and even though I have the 7 year extended trouble free warranty, they would not honor the repair or replacement as specified in the warranty. She offered me $30 refund for the cost of the extended warranty. I was surprised and upset. I asked to speak to a manager (who was not available) so she offered a supervisor ([redacted] - Agent #[redacted]). When [redacted] arrived on the phone after 10 minutes of waiting.. she said she understood why I was upset and she could offer me the new replacement model for a low price of $74.99 with Free Shipping. She said the regular price is $150 and they were offering this to the 7 year warranty customers as a replacement option since they would not honor the warranty. I was not happy with this and asked if I could send this old unit back to get fixed or replaced. She said no and that I would still be spending money to ship it to them and back to me ($30) - which was news to me as that is not what [redacted] advertised. He said the extended warranty if purchased would give you piece of mind and coverage for years to come.. and if it breaks, just call and we'll repair or replace it at our cost. That is not what is actually happening. It's pure dishonesty if you ask meDesired Settlement: I would like a full refund of the purchase price of the unit that I paid for $299.91. I think it is dishonest for the company to sell a warranty and then fail to honor it by purposely discontinuing the product. Their warranty allows for replacement and they should replace it or refund me the money.

I would prefer that they refund me the money as any new unit they would replace would only come with a 60 day warranty - no where near the 7 years that was supposed to be covered.

Business

Response:

To Whom It May Concern,As a courtesy, I will issue a full refund.Sincerely,[redacted]

Review: To whom it may concern:

I am a new customer that was trying to order your product “Clear TV”. I placed my original order on 12.20.13, I called in on 1.8.14 to check the status of my order and was informed that it had been canceled due to my card not going thru. At this point they re-ordered my order and I paid again, I watched the charge sit on my statement from 1.8.14 to 1.24.14 and then it fell off. I called in on 1.25.14 to inquire the status of my order yet again, and was informed that it wasn’t going to be shipped until 1.27.14. I have a huge problem with the very POOR customer service I am receiving, the customer service rep. ([redacted] #[redacted]) I believe that’s the name she provided was very rude and when I requested to speak with her supervisor she would not. I had to ask her over and over and over and over and over for her supervisor, then she proceeded to tell me that I didn’t have a valid reason for wanting to speak with her supervisor. I then told her that me being a customer and an UPSET customer was reason enough, and she still told me no I couldn’t speak with him. I again asked her repeatedly to speak with him, I told her I no longer wanted to talk to her at which point she continued to try and help me ignoring the fact I didn’t want her assistance anymore it took me an additional 5 minutes to finally get her to let me hold for her supervisor. The supervisor ([redacted]) that I was transferred to was as about as helpful as a ROCK. In a nutshell from my original order placed on 12.20.13 to date 1.25.14 I have still not received my order and then he proceeds to tell my order won’t even ship out until Monday 1.27.14 maybe, I asked for all of my inconvenience could he please expedite my order his answer NO. If it wasn’t for the fact that I really want to try this product I would have just said cancel the whole thing but I didn’t. I did my final follow up today 1.27.14 only to be told by a supervisor ([redacted] #[redacted]) that my order finally shipped today SUPPOSEDLLY. All that could be offered for my HORRIBLE encounter with your company was a $7.50 refund, which I think for all I put up with now over 30+ days of HORRIBLE SERVICE and NO PRODUCT is an insult.

Thank you

1.27.2014Desired Settlement: I would like the cost of shipping to be returned plus the $7.50 offered once my order is received whenever that will be, since it was not received in a timely manner.

Business

Response:

To Whom It May Concern,

The original order placed 12/20/2013 was canceled due to the card not going through. We were ready to ship the product and charge the card. Being that the order was canceled, the customer had to place a new order on 1/8/2014. Unfortunately, during this time period, we entered a slight back order for the product, in which we advertise that delivery will take 3-4 weeks. We do not bill customers until the order is shipped, which is why the pre-authorization hold on the method of payment was released. This order shipped yesterday, right about 3 weeks after ordering and should be arriving in about 5 business days. Here is the UPS Mail Piece tracking number: [redacted]9. The tracking information takes 24-48 from time of shipment to be updated. As for a refund for the inconvenience, the best we can do is a $15 credit, which is double of what the customer was originally offered for her troubles.

Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to know when the credit will take place please.

Regards,

Review: On Sunday November 9, 2014 I visited the CopperWear website after seeing a television advertisement. I wanted to order TWO ankle sleeves, once I selected the size and the amount that I wanted I continued to the billing and shipping page of the website. Once I completed all of that information I proceeded to the next screen. The next screen that appreared stated that if I added ONE more sleeve I would be eligible for 25% off AND free shipping and handling. I selected a knew sleeve to go along with my two ankle sleeves so I would get the free shipping and handling. The next screen was the screen that wanted me to confirm my order. I noticed that the shipping and handling was added to my order, at that point I logged off of the website. I no longer wanted to product if I was unable to get the free shipping and handling that was advertised on TV AND on the previous screen. I work at the bank in which I bank. When coming to work the next day I checked my account and saw that Copper Wear was taking $39.96 out of my account. Once I saw that, I called the Copper Wear company. The first customer service agent I spoke to was not able to help me. Since I didn't have a lot of time I told them I would call back. That same day on much lunch hour I called back. The second customer service agent wasn't able to help me either. I then asked to speak with a manager. She transfered me to a company in which "You are eligible for a $50.00 Walmart giftcard." At that point I just hung up. Yesterday, November 11, 2014 I called and was finially able to speak with a supervisor. She informed me that I selected that I wasnted 3 day shipping. I explained to her that was impossible because I never even confirmed the order. The supervisor was STILL of no help. She told me that in order for me to get a refund I would have to refuse the product when the US Postal service drops it off. THEN she told me that I would have to call when I received my product to see what type of refund I would beDesired Settlement: I would think for the company to know that there is clearly a glitch in their system and my order was NEVER placed. Since they say that it was, I will take the product that I originally wanted. However, what happened to the knee sleeve that I added to my order in order for me to get the 25% discount and free shipping. I NEVER selected 3rd day shipping. ALL 3 times I called, no one was able to help me resolve this problem. I AM VERY UNHAPPY WITH THIS SITUATION AND THE LACK OF CUSTOMER SERVICE TO RESOLVE THE PROBLEM.

Review: I am complaining about this company because the infomercial was very misleading. I ordered this product 10/2/2013. I didn't receive until 11/26/2013. They stated that color I wanted wasn't available but did not inform me until I called them. When I received and used it, it did not juice leafy vegetables as the infomercial stated. Also it wasn't as easy as made out to be on commercial. Website and infomercial stated there was a 60 day money back guarantee. When I called to get return label I was given a hard time and had a hard time understanding representative. I also waited almost an hour to speak to supervisor who was also unable to help. He, [redacted], told me that I needed to pay for shipping and handling and they would not refund me unless I did this. I am very disappointed in the service I received. I just want to return this product and get my money back.Desired Settlement: They have taken a little over $40 out of my account and I want it credited back.

Business

Response:

To whom it may concern,

We have a 60 day money back guarantee on all of our products. if a customer is not satisfied with a product they can send it back to the following address.

Once we receive the unit back we will issue a refund for the product. You are able to juice leafy greens. You can roll into a ball damp with a little water and juice. I will be more then happy to assist Mrs. [redacted] with any questions she may have able juicing the Juicer. The instructions manual and our website is very helpful as well.

Thank you,

Business

Response:

To whom it may concern,

I have issued a return label to Mrs. [redacted]. Please allow about 7-10 business days to receive. Once we receive the product back we will issue a refund for the product.

Thank you,

Consumer

Response:

[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.]

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,

Review: Ordered a hose product from this company and erroneously doubled the order at 11:30 pm, 7/14/14, Tried to go to website and correct the order or email the company to address the issue - no way to do that. Website was not showing order, no email address. Customer service opened at 9:00 am. Called customer service at 9:30 am 7/15/14 and tried to get order corrected - they said they could not do that the order had been shipped. I raised concerns that the order could not have been shipped because it wasn't even in the system during the night hours. Spoke with a supervisor who also refused to correct or CANCEL order. I called American Express and the charge was still pending, no finalized yet. Once it is finalized, I can question the charge. This company does not know what customer service is, I ended up with $35 in shipping charges because of this error and now will receive four water hoses. What a rip-off company.Desired Settlement: I want to cancel my order and have a full refund. They said I could return the unwanted items and they would credit my card. Look at their policy online...they will credit, less all shipping and service charges. Bet you won't get anything back.

Business

Response:

To Whom It May Concern,Unfortunately, the order was fulfilled right away, usually this is a good thing as it gets the product to the customer as soon as possible. Once an order is in process for shipment, no changes or cancellations can be made in our system. If you would like to, you may refuse the package and will receive a full refund, or you can send back the unwanted additional hoses that were ordered, and we will also provide a full refund for those items.

Review: On 3/22/2015, I ordered a Copper Wear Knee Sleeve. 4/7/2015 I received the knee sleeve. It was too small. I called customer Service at Copper Wear - talked to Austin - he said he wold send me a return label to return the item and ship the correct size, which he did. I returned the item 4/8/2105. On 4/14/2015 I received from Copper Wear an "elbow" sleeve in stead of a knee sleeve. I called customer service again and got a return label - do not recall the person I talked with. I shared with them the problem. I returned the item - elbow sleeve on 4/15/2015. On 5/8/2015, I called customer service - talked with Emma - was told the item was in the post office and would be delivered in 2-3 days. Not here yet. On 5/19/2015 I wrote Copper Wear a letter - sent Registered - they received it 5/18/2015. I have not heard or received and thing from them as yet. I asked to have my purchase price for the item refunded - $35.97 and they keep their product. I feel they have had enough time to make a decision and to act on my request.Desired Settlement: Refund my $35.97

Business

Response:

To whom it may concern,We received a written letter from this customer on May 14,2015. After review of the order,this account has been issued a full refund on the account. The customer needs to allow 3-5 business days for the refund to reflect on the his account.Thank youFilomena

Consumer

Response:

Review: I received the Power Pressure Cooker XL as a gift. It was received brand new and unopened; when I went to clean it before the 1st use, I found that a part was missing (a washer or seal - part of what helps contain the pressure). I contacted the manufacturer in hope of them providing a replacement for the missing part, but all they offered was to sell me it. They then told me to call their customer service line. The phone number is to the company's 3rd party support group where they can help users who are unsure how to use it. The representative there (Martiza) was insanely rude and when I asked for her manager she just transferred me back to CS. I am not getting any recourse from this crooked business at all.Desired Settlement: I would like a replacement unit or a replacement lid. I am not willing to pay for a piece of the unit that was missing upon arrival; that isn't a reasonable solution.

Business

Response:

To whom it may concern,We apologize, however, we do not have any third party companies taking our customer care calls. We also do not have a representative by the name you provided. Our customer care phone number is ###-###-####. We are open Monday-Friday 9 am- 8Pm EST and Sat-Sun 9am-5pm EST. Please contact one of our representatives and someone will be happy to assist you.Thank you

Consumer

Response:

The company is misrepresenting itself. The number that they confirmed is the number that I called and I did speak to a woman by the referenced name. She told me that her company "TriStar" provides support for the product but that they are not Power Pressure Cooker XL and do not deal with missing parts for the product. If she was misinforming me as to her relationship with the product company, that is a training issue. The fact that the product company is lying and stating that she doesn't work there is shameful and this is beside the point that they are utterly avoiding the actual issue of a new machine purchased from them that is missing a part.

Business

Response:

To whom it may concern,We apologize, however, we do not have any third party companies taking our customer care calls. We also do not have a representative by the name you provided. Our customer care phone number is ###-###-####. We are open Monday-Friday 9 am- 8Pm EST and Sat-Sun 9am-5pm EST. Please contact one of our representatives and someone will be happy to assist you.Thank youe...

Review: I placed an order with Slim Jeggings on 1/10/15 that was processed on 1/12/2015. I did not hear from them again until March when they mailed out a card, just before the date to cancel because they did not have the items in stock. I did want to cancel my order, because of the severe delay! No communication was made from the time I placed the order until I received the card in March. I called them on the March 25th and was told the order was shipped and they charged my debit card. I informed them that according to their website to check the status of my order, it had not been shipped, and to please return my funds to my account. After speaking to a manager the next day, he informed me to return the items for a full refund of $74.95, which was after being given the run around several times. The items were returned and according to USPS tracking, the company received the items on 4/6/15. I called on today, 4/14/15, only to be told they have not received anything. I asked the manager several times to check into it because I'm showing from my confirmation that they received the items on the 6th. She refused to check and told me to call back in a week. This is a very inconsiderate and unprofessional business. This is by far some of the worst customer service that I have experienced with an online order. I only ask that they return my funds to my account because they have their items. I honestly believe they have no intentions on returning my funds as I have been given the run around with them since day one. They are very poor communicators and they are not helpful. I would not recommend that anyone purchase items from this business!Desired Settlement: I want a full refund of $74.95 IMMEDIATELY!!!

Business

Response:

To Whom it May Concern:Sorry for the inconvenience you went though- a refund of $29.98 was issued on 4/14/15. The difference of $44.97 was issued back to the cc that we have file today 4/16/15 (Visa).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered a pressure cooker. The one that they sent me was not the same as the one advertised. So, I sent it back after calling them. Then they sent me the same one again. I then called them again and sent it back. I told them I no longer wanted the product and to please refund me my money. I have been trying to get my refund since June 10, 2015. Each time I call them they say it will be 3-5 days to get my refund. As of today, August 6, 2015, I still have not received it so I called them again. Now, today, they say that the warranty expired and that they do not give refunds. I was told that by a supervisor. I have kept a record of all of the names I have spoke to and the dates. I do not see how a warranty could have expired, when the product was never used and mailed back directly via the USPS.Desired Settlement: All that I have asked for is my money to be refunded to my account. The amount is $164.92. The money that I spent on the product that I returned.

Business

Response:

To whom it may concern,A refund on this account has been issued and is currently processing. Thank youFilomena

Review: I ordered a Power Pressure Cooker from Tristar Products in September 2014. When the box was opened to check the order the power cord was not in the box. I have called the customer service dept (###-###-####) 4 times to request a power cord. All four times I was told the cord would be shipped to me. I called the number (###-###-####) to speak with the customer service manager. I received a recording requesting that I leave a message and I would receive a call back. I stated what I was calling about. That was the last week of February. I called again this morning and have not received a call back. It is now 5:30pm, March 5, 2015.This company should back the product and follow through what is promised. I will never buy anything again from this company.Desired Settlement: I would like a power cord sent to me so that I may use the product.

Business

Response:

To Whom It May Concern,Customers account was reviewed and it shows the power chord is on a back order. I have contacted the warehouse and I have requested on ASAP. Customer will receive part in 7-10 days. Sincerely,[redacted]

Consumer

Response:

[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.]

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,

Review: I ordered the [redacted] in May and on 7/3/2015, the money was taken out of my account. There was never an email confirmation with tracking and I never received the item because they said they had the wrong address and could not find my house. Ive called every day since almost and they will not reship or send me my order. Each time Ive called I get a different answer that it has shipped, you will receive it, it has not shipped and we are waiting on the return, which has nothing to do with me when they've taken my money! Today I talked to the supervisor [redacted] or [redacted] and he told me a replacement item has not shipped and he does not know why they would tell me that. ALL I WANT IS MY ITEM THAT I NEEDED FOR AN EVENT THIS SATURDAY!!! [redacted] NUMBER ###-###-####Desired Settlement: I WANT MY ORDER ASAP!

Business

Response:

To whom it may concern,'The item was returned back to our facility marked "undeliverable". This is an even out of our control as it is the [redacted] who ulitmately had difficulty delivering the item07/01/2015 [redacted] Tracking Number [redacted]Please visit [redacted] for further details on what the delivery issue was.The customer did speak to a representative on 7/23/15 and a replacement order was processed in the system. As this item is extremely popular and orders are shipped based on inventory, we do not have an exact date of shipment on the replacement order. Thank you[redacted]

Review: I ordered a rather large order from Genie on December 26th, 2014. Upon ordering, there was no information given to me warning me that every single item is not in stock. These are the exact items that were in their feature presentation that night. And the crazy part is, that two additional items were upsells so why push an upsell if you aren't even going to keep the product stocked to match the demand you are putting out there by airing the infomercials and then pushing the upsells???They just gave me a two to three week shipping window. Well I have again checked the status of my order and now it says the items are not in stock. It has also gone past the 2-3 weeks for shipment. The people I spoke with were very rude and didn't seem to appreciate that I really needed these because the support that they will hopefully provide will alleviate massive neck and back pain that I am currently dealing with.Desired Settlement: I believe they should rush the order and give me a discount for them not following their own advertised guidelines and shipping time frames. They couldn't give me any idea how long it could still be so I would like to know a date of delivery as well. Thank you.

Business

Response:

To Whom It May Concern,Customers account was reviewed and the status of the order is on back order due to the high demand. For the inconvenience I will take off the processing and handling of $19.98. I will also expedite customers order for the inconvenience and we will be shipping out by the end of this week.Sincerely,[redacted]

Consumer

Response:

[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.]

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,

Review: When I originally placed a order via the companies website; which advised me that that product would ship in four weeks, it has been six weeks; when I called customer service to get an update on the status of my order, I was rudely interrupted via the disconnection of the phone call, and when I attempted to call again I found my number to be blocked. I know for a fact that I was blocked due to the fact that I then called from a different number and when the company discovered it was another attempt to reach the customer service department the same outcome was the result.

Business

Response:

to whom it may concern,after review of the order we found that the customer did speak to our customer care agents on several occasions regarding this order. She was even offered a discount, which she accepted, on the order to make up for the time the order is taking to arrive. The genie hourglass is a brand new product and we ask that all customers allow a full 4-6 week time frame for delivery. Should the time frame last longer than 6 weeks the customer will be notified of the delay. This order was made on 5/1/2015, so we ask the customer allow another 2 weeks for delivery. If the order should take longer the customer will be notified.We have checked the account in regards to the claim of disconnection and blockage of the customer. As stated previously, this customer spoke to many representatives, all who informed of the backorder status on her order. On 5/26/2015 the call was dropped due to a poor connection, this information was also verified in the account notes:05/26/201509:33B14 XXFREE KEYcall disc due to bad connectionThe customer called back a few minutes later, was able to speak to another agent who provided further infromation regarding the shipping time frame. At no time was the customer maliciously hung up, nor was the customer ever blocked from our call center. We deal with thousands of customers in a day, and do not make a habit nor do our phone systems even have the capability of blocking a customer's phone number from contacting us. After the customer accepted the discount on 5/29/2015 for the delay, this customer has made no attempts to contact us via our phone system. She has accessed her account several times via our website, but has not attempted to call into our center.Once again, we apologize for the delay in shipping, however, we ask the customer allow the full 4-6 week time frame for delivery. She will be notified should the order extend past that time frame. Please note that the order has not been charged to the customer as we do not charge until an item has actually shipped. The customer may have seen a pre authorization on her account at the time of the initial order but that was reversed back to the account within 24-36 hours of ordering.Thank youFilomena