Tuff Protect Screen Protectors

Hello this is our response to complaint ID: ***’s statement in this complaint does not state the facts in the matter, they are actually far from itWe gave *** every opportunity to receive a refund from when he first made the purchase all the way through him wanting to return custom work
that we performed for him at his requestWe went above and beyond to offer *** a refund for his order even when we do not offer refunds for custom workBased on our own polices as well as *** and *** custom work and return polices, to which *** agreed to by the simple fact that he made a purchase on ***’s website. *** contacting us after he initially made his purchase on *** for a screen protector that was not even for his car(Please see the attached file: ***_invoice_for_purchase.JPG) as he stated in his complaint his car is a Mercedes Benz 300GLC Matic CoupeThe screen protector he purchased was for a Mercedes Benz E350. His order was placed on the weekend, Saturday, Dec 31, which was not during our business hoursHe did contact us the next day Sunday Jan1st (Please see attachment file: message-1-from_***.JPG) stating that he purchased our screen protector the night before and that the one he purchased was not for his car but wanted to know if it would fit his model car. We responded the next day Monday Jan2nd (Please see attachment file: message-1-reply_tuffProtect.JPG) stating that the screen protector he purchased would not fit his car and that we did not currently have the size for his model car and that we could issue him a refund for his order or if he would like to give us the size for his model car and work with us to get a custom size screen protector for his car. He replied (Please see attachment file: message-2-from_***.JPG) that he was at work and would let us know how he would like to proceed once he got home. We responded (Please see attachment file: message-2-reply_tuffProtect.JPG) to let him know we got his message and that we would await his response.We received his next message later that day Jan3rd (Please see attachment file: message-3-from_***.JPG) sending us the size of his screen along with some picturesAlso, he voiced his concerns about using our screen protector on his screen, to which we replied (Please see attachment file: message-3-reply_tuffProtect.JPG) letting him know that we have never had an issue before with any of our products causing any issues with any screen as well as selling many screen protectors for other Mercedes Benz models that have never had any issue using our screen protectorsAfter which asking him again how he would like to proceed with his order. He responded to our message with “OK go ahead” (Please see attachment file: message-4-from_***.JPG)We responded that we would get to work on his design and would let him know when it was done and ready to shipHe responded again “OK go ahead” (Please see attachment file: message-4-from_***.JPG) and asked about other custom work he would like to have done which later he declined. At which point his order was moved over to our design team where they designed his screen protector based on the measurements he gave to usOnce the screen protector was designed and cut we packed and shipped ***’s order and notified him of his tracking number*** received his order on Monday, Jan9th according to his tracking number *** his order was shipped via *** Next that we heard from *** was the next day Jan10th via a Claim that he opened on *** after our business hours (Please see attachment file: ***_claim_opened_01-10-2017.JPG) showing his claim on ***His claim stated that he contacted Mercedes Benz about using our screen protectors and that they told him it could damage his screen and he shouldn’t apply itHe also stated that he wanted a full refund for his order and that he wanted us to supply a return shipping label to return the custom screen protectors that he ordered. I am going to assume here that because this claim came in after our regular business hours and that no one responded right away, that he also sent us another message via *** (Please see attachment file: message-6-from_***_ after_he_opened_a_claim_on_***.JPG)Again, this was all after our business hours so no one was able to respond to his claim or message until the next day by which time he had already opened a claim with *** which in turn automatically closed his claim with ***Which according to *** actually closed the claim with *** in our favor because he never allowed us to respond. At this point we received notice that we now had a claim against us via *** from ***To which we responded (Please see attachment file: Claim Details - ***.pdf to see all details of our correspondence on the *** claim)By this time, we had contacted both *** and *** letting them know what happened in the sale and how we should respond to both claims brought against us by the buyer. *** told us that there was no more they could do since he had opened the claim with *** it automatically closed his case with *** and that even if they had had a chance to look at it based on all the information they would have closed the case in our favor as per their policy they do not allow refunds for custom work nor do they allow refunds based on buyer remorseAs well as ***’s return policy, as does ours clearly states “Buyer pays return shipping” (Please see attachment file: ***_return_Shipping_policy.JPG)Which is also on the listing for the item *** purchasedIt clearly states “Buyer pays return shipping” (Please see attachment file: Iisting_showing_return_policy.JPG also please attachment file: RETURN_POLICY-When_you_click_See_Policy_Details.JPG showing the details or our return policy if you were to click on “See Policy Details”. You can also view this listing live buy visiting this link: *** We also contacting *** before we responded to his claim asking how we should respond to his claim letting them know all details of the sale and what had led to his claimAfter explaining to them the situation they, like *** where willing to close the case in our favor at that moment as they stated to me that their policies are they do not issue refunds for custom work, if the buy wants to return they must pay return shipping and they do not issue refunds based on buyer’s remorse. At this point I asked them to please allow me a chance to work this out with the customer that we were not declining to offer him a refund for his order but that he pay the return shipping as stated in all return policies including our own right on the listing*** had no problem with that suggested that we do try to work with the customer to correct the issue.Our response on ***’s *** claim basically said that we are not denying his request for a refund, we would just ask that he paid return shipping as per all polices involved(Again, Please see attachment file: Claim Details - ***.pdf). At this point his reply was angry to say the least, that he would not pay to have the item returned and that he wanted a full refund for his orderBefore we even had a chance to respond he sent more messages stating that among other things that he was going to escalate the case to *** and let them decide. The case was escalated to *** and was closed in our favor based on the facts stated above(Please see attachment file: ***_Mail - We've decided Case ID *** in your favor.pdf as well as the file: Claim Details - ***.pdf the info at the top explains to him why they closed the case in our favor). Once the *** case was closed in our favor *** tried contacting us again asking for our address so that he could return the item for a refund, and address that he already hadWe declined to respond as *** had become confrontational in his last messages via the *** claim. We decided that after the way we were treated by *** through this whole process and the fact that we gave *** every opportunity to receive a refund from the time he placed his order for the wrong item until *** closed his case in our favorWe offered *** several opportunities for a refund for his order even when we do not offer refunds for custom work all he had to do was pay return shipping as he agreed to when he made the purchase on ***. Our treatment by *** was not our only factor in declining to respond to ***’s last message to return the item once his *** case was closedThe other factors were because at this point we have paid an employee to design, cut and ship his custom order as he requested and also the process of responding to all of *** messages and claims via *** and *** and working through the problems with both companies took an entire day to accomplish. My whole day was wasted trying to correct this issue for *** and trying to defend our business and policies that *** agreed to when he made his purchase on ***. We went above and beyond to accommodate *** and he wanted to argue at every turn also stating un true facts with ***, *** as well as here with the Revdex.comFor these reasons, we will not issue a refund or any other compensation to *** for his purchase.If you have any questions or need any further explanations or need any other supporting evidence or documentation, please let us know

Complaint: [redacted]
I am rejecting this response because:the business is only good at writing responses and emails but as far as customer service it is very poor . The business stated if the screen protector doesn't fit they will send another a  replacement . Well the screen protector did not fit and I have already disposed of it and it was not done correctly since there was no opening for the camera eye on the screen the business wasted my time for the last 2 months and did me wrong as a customer . very poor customer service and unprofessionalism  
Regards,
[redacted]