Turbo International

Review: Company shipped product that did not match part number provided on 02/2013. Generated a return authorization per conversation with employee [redacted], with a promise that a replacement product would be shipped out immediately and a shipping account number would be forwarded via email for return of defective product. Shipping acount number never forwarded, product shelved and forgotten.Credit card charged, with no phone call or email, three months later on 06/07/13 for defective product not returned. Informed that I can return the product for "company credit," as no refund can be generated, and finally given a shipping account number for return. Employee [redacted] "no longer works there," but an employee who does work there recalls talking to me on the day that a RMA number was generated, therefore no refund can be issued, and the lack of return is my fault. I do not want company credit, as I do not want to do business with Turbo International any more. They charged my credit card without my permission to compensate themselves for a defective product that I did not return because they never forwarded shipping info, so I have no interest in a credit.Desired Settlement: I would like two and a half times the amount of the funds stolen refunded to me: turbo international damaged my reputation by sending out product that was defective for the third time and charged my credit card without my permission three months after the defective product was shipped to me: they have taken my funds without permission and expect me to do business with them afterwards by holding my funds hostage as a 'credit.' This is not Somalia.

Business

Response:

Revdex.com

Thank you for notifying us of the customer complaint. We confirm both that this is one of our customers and that we are aware of his complaint.

Timeline of Events Related to this Complaint

March 15 - we shipped the original product

March 18 - we were informed by the customer that we shipped product with the wrong specification

March 18 - we sent a replacement product

June 6 - after 11 weeks we had not received the defective product back so we charged the customer's credit card.

June 7 - customer wrote us an email (first email in the attachment) asking about the charge

June 7 - we provided RMA (Return Merchandise) number and FedEx account info for him to send it back. We had already provided this info, though it was most likely verbal.

June 7 - we offered a credit rather than a refund, as this is what the majority of our customers prefer. However, we can understand with the limited frequency that Mr. [redacted] orders that a refund would be preferable.

June 7 - customer lost all semblance of professionalism

June 10 - we wrote to customer confirming the RMA Number and FedEx Account Number. We informed him that upon receipt of our product we will issue a complete refund by check.

In the attached email chain you will see that we provided Mr. [redacted] with a path to return our product. Not only that, we provided him with the replacement product promptly and in advance of his returning the defective one. IN fact, we still do not have the returned product. His credit card was charged 80 days after we shipped the replacement product, when it should have been charged after 30 days. As soon as we receive the defective part back we will issue a refund. This is our standard policy.

I believe that a good portion of what incensed Mr. [redacted] is our inability to refund monies to his credit card. First, we will not provide a refund in advance or receiving our product back. Second, our credit card processing software does not allow for refunds. It is an inconvenience to our customers and for us that we are unable to do so. We would prefer to provide refunds to a credit card, but after investigation earlier this year we know we are locked into a card processing contract that prevents the processing of refunds. This is why we must issue all domestic refunds by check or wire transfer. This is exactly what we will do in this case.

We hope this helps clarify the issue.

Regards

CEO

Turbo International