United Scope LLC

Dear Revdex.com,We are currently in the process of resolving the issue with the customer. A full refund is going to be processed once the customer returns the item back to us. We are providing the customer with a prepaid return shipping label.Please contact us if you need any additional...

information.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Please note I made several attempts via e-mail to reach the business and also left 2 voice messages with co-workers who stated [redacted] (the person/associate who I was corresponding) was out to lunch.  I was not informed [redacted] was out for personal reasons as [redacted] claims.  I'm not saying [redacted] is incorrect, I'm just sharing what his co-workers told me when I called.  I have the e-mails I sent as follow up to get a response.  If the Revdex.com needs those e-mails to verify my claim, I'm happy to forward them.  Thank you Revdex.com for your help and I do hope this situation is resolved.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Because I should be refunded the total amount not excluding the cost of shipping but including shipping cost; for advertisement stated it would be free, then they stated because of the state it was not free shipping.  Hawaii is still a an state in the United States of America and this was not specified, but because of time restraints, immediate need for school, I needed the product not used, or damaged.  They state that the state of the product was normal but upon looking at other microscopes they were not in this shape.  
Regards,
[redacted]

Hi, If the return was made, please send us the tracking number. Once I confirm it's received, I'll refund the money, including the shipping. Please also send us the receipt of the shipping charge. Thanks,[redacted]

Hello,Thank you for your offer to resolve this via a refund, however, we did not agree to just a full refund--there were contingencies. Please confirm that you agree to the terms outlined in my reply.1) Refund for the price paid for the unit if all packing materials are returned with itor2) Refund for the price paid minus a restocking fee if not all packing materials are present in the returned shipment.Best regards,
[redacted]

Dear Mr. [redacted].I have reviewed your complaint, and we do apologize for the inconvenience.Your item was processed on April 9th, we are closed on the weekends, and take about 1 day to process paperwork.We will be submitting your credit today 4/13/15 for the full refund. Please check with your bank...

later today, asyour bank may take a few days to show the credit. If you need further assistance, please do not hesitate to contact me.[redacted]

Hi, We offered sending missing parts and the customer didn't like to do that. We never do call tag for any customers. We can offer a return shipping label. Please let us know if it's accepted by the customer. Thanks,[redacted]

I have researched this issue and  I would like to sincerely apologize to Mrs. Z. We had received the defective item as claimed, we repaired it and it was scheduled to be delivered... However, at about that same time we had moved our office and warehouse to a new locationssubsequently the...

package was misplaced and never sent. It is always our primary concern to take care of our customers, it is also important to recognize when we are at fault.I am following up myself to make sure you receive your replacement, for your inconvenience we have also included a PS25P a 25 prepared glass slides as well as a dust cloth for the scope.We hope you have a great Holiday, and thank you for your consideration and understanding.[redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find it satisfactory to me.  My only remaining issue is that the business took so long to respond to me personally, and ultimately only did so after I involved the Revdex.com. I would have preferred that amscope would have simply responded to my prior communications in as timely a manner as they did once I had the Revdex.com involved in my behalf. I found their lack of prompt response to be frustrating and unprofessional.It is worth noting, however, that the microscope they sent me IS of superb quality. I am very much impressed with their product, if not so much by their lack of timely customer service.
Regards,
[redacted]

The missing FK-IN300-UV was not and has not been reported to us at any period of time, in which we would have been happy to remedy the situation by sending the U and V blocks. I have just checked all communication in regards to this order, which I personally quoted out, and have no report of a...

missing filter kit that we charged for.The green and blue filters which come included with the IN300TC-FL-5MF were already installed prior to sending the unit to the customer, so I am completely unsure what the complaint is about a filter not fitting. There was no need to remove or insert a filter at all with this unit, and according to the complaint, they never received the UV filter kit (nor reported it), so I'm highly confused as to what the customer is talking about in terms of that complaint.The defective first unit was reported to us, and after offering technical support, we also sent a prepaid return shipping label under UPS tracking # [redacted], and we shipped a new unit to them upon receipt. If the customer did not use the return label we provided them, that is something out of our control. Additionally, the returned item was sent back to us without its original packaging, which is a problem for us, and against our policy, but we accepted the return without any hassle or complaint.The second unit sent was tested here prior to sending, and did NOT arrive with the same issues reported with the first unit, however, it was reported that the unit did not perform as the customer expected. Initially, I had sent the specifications of the filters of our unit to the customer for review to compare to the stains, dyes, and sample excitation that they expect to see, and was told it should work without issues, however, once received and used, was informed that it did not. I am not sure what the specifications are of the customers' excitation within its sample, however, the new reported issue in my experience is not that the unit is defective, but that the customer did not sufficiently compare the excitation limit guide I sent to them before deciding to purchase the unit. Since the unit is indeed not defective, but is simply not appropriate for the customer's needs, we cannot cover return shipping a second time in order to return this item, and it is now outside the return period that our management team has set for all purchases.[redacted] may have indeed stood his ground in terms of denying the customer's return request, as he was instructed to do, which may have been misconstrued by the customer as "rude and uninterested," however I was with him when he went to his manager and requested authorization for this item to be returned, including pushing the manager to approve the request regardless of the time period due to the frustration that the customer experienced with the first unit, however, he was denied. I hardly think that him pushing his manager to get this approved outside of the return period, even if failing, as uninterested in helping, however the customer is free to interpret his service however they may like.In moving forward, if the customer wishes to return the unit, I am happy to speak to the same manager again to see if he is willing to change his mind, however, his say is the end all, be all. Please let me know if the customer wishes to return it still, as the complaint had NO instructions on how the customer would like to resolve the problem (it was simply a complaint, with no offer of what would resolve the problem for them). If so, I will revisit the issue with our management team. If not, please let me know how else the customer would like to file their complaint.Please note: If approved, we will absolutely require the returned unit to have its original packaging and all materials in full, as per our online policy. If thrown away, a restocking fee WILL be charged. If it is there, and it is approved, I can try my best to waive any restocking fee, but, I can make zero promises.Thank you, 
[redacted]

I have returned the item to the vendor whom has maintained communication outside of your services since this complaint was closed. The vendor has agreed to a full refund including the costs of return postage. An amicable agreement has been reached, but it is not fully resolved until the money has been refunded. If this refund does not occur I will register another complaint.

Hello Revdex.com & Ms. [redacted],Thank you for your inquiry. My name is [redacted], and I am an AmScope.com Account Manager. I'd like to take the time to respond to Ms. [redacted]' claim.Upon calling to speak with our representative [redacted] to inform us that there was an issue with her order, Ms. [redacted] was advised...

that we would assist with the exchange of the defective microscope delivered on order # [redacted] (1 unit of M158C-E5) by providing a prepaid return label to her to use to ship the item back at our expense, but that we had to follow our standard policy for returns/exchanges of defective items. Our standard policy is that an RMA request must be filed digitally via email or our website, and the item received by us for inspection before a new item can be mailed out. Ms. [redacted] informed our representative that she did not have access to the internet, and was unable to do so. This also meant that she was unable to receive email, so we could not issue her an immediate return label to print and send the unit back, as per our normal policy. As a concession, our representative [redacted] assisted by orchestrating our shipping department to print a return label and mail it to her via the postal service, which delayed the return of her microscope further, as we had to wait for the return label to travel from [redacted], CA to [redacted], and then the unit to be sent back to us for inspection.Ms. [redacted] had not informed us that the unit she received was the incorrect model--she only advised that it was damaged/defective, and we immediately took actions to resolve the unit. I do apologize that the time frame this was resolved in was unsatisfactory to Ms. [redacted], however, many delays were inevitable since we were informed by Ms. [redacted] that she did not have internet access and needed a label mailed to her, and we cannot send a new microscope out without having the first one back for inspection by our microscopy specialists. We happily obliged to work within this limitation.Should we have been advised that the unit was thought to be the incorrect unit, our course of action would have been the same--issue a return label, receive the unit back, and send out a tested unit of the correct model number. Until the unit arrives to us for inspection, I cannot say whether she genuinely received the wrong model or not. We typically request a quick cell phone snap shot of the item received if we are told it is the wrong unit than what our customers order, however, we did not push this issue since we were both not advised of the model number being incorrect, as well as Ms. [redacted] reporting that she did not have internet access (and thus, would not be able to email us the photo in the first place). We would never ask her to take a photo, have it developed, and mail it to us, as that would take far too long and cause far too much hassle for Ms. [redacted].Currently, the microscope on order # [redacted] is in transit back to us via our prepaid return label issued to Ms. [redacted], and should arrive between 2/25-2/26 if all goes well. Ms. [redacted] has contacted us (again, via phone) requesting a refund of her microscope order instead of an exchange, which [redacted] has agreed to, as of 2/23. We will test and inspect the unit upon arrival, and if Ms. [redacted] still desires her refund, we will be happy to oblige once we have verified that all components were returned with the microscope, and that the unit was truly defective or the incorrect model. I would be happy to provide pictures of both her order with a packing list and pictures of the item returned for verification if the Revdex.com or Ms. [redacted] should prefer.As far as to claims that our free shipping program is fraudulent, we make every effort to have transparency with our program. Our return policies and shipping policies are clearly stated on our website, should any customers wish to review them prior to placing an order (which, essentially, forms a seller-buyer agreement that the buyer [Ms. [redacted]] abides by the terms and conditions for sale set by the seller [AmScope.com].) We state that we offer free UPS Ground services to the 48 contiguous United States only. Hawaii, Alaska, and U.S. territories (Puerto Rico, Guam, etc.) are not covered, as they A) cannot be delivered to via UPS Ground services, and B) are far too costly to ship by the next most economic option. Ms. [redacted] order was shipped to [redacted], and we never presented that she would receive free shipping services. In fact, on order # [redacted], Ms. [redacted] selected UPS 2nd Day Air--an expedited shipping service at a cost of $37.62. Ms. [redacted] selected this of her own accord when speaking with my representative [redacted] (who originally helped her place her order over the phone).In regards to our return policies, no shipping is truly free. When we offer free UPS Ground, we pay the cost of the item's transit to the customer's location. Generally, for a non-defective return, the customer is responsible for return shipping to us, as well as our deduction of the original shipping costs we paid to UPS to ship the product to the customer. Shipping is nonrefundable, as the service has been rendered once the package is dropped off, so since we cannot recoup our expenses from UPS, we do so from the customer's refund. However, this point is absolutely moot--we did not pay for shipping on this order, as Ms. [redacted] did at the time of ordering with expedited shipping.In the event an item is indeed defective or the wrong item was sent, which is determined solely from either pictures emailed to us, or physical inspection of the unit on site at our facilities,, we assume full responsibility for the mistake, including refunding in full and covering return shipping from the customer back to our facilities.In this specific situation, this brings us to a small issue. If the unit is received back here, and is neither defective, nor the wrong model (which I will be happy to verify with pictures of myself inspecting the unit upon its arrival), then we have paid return shipping for a non defective order, and will issue a refund to Ms. [redacted] minus our cost of the return label she used to send the unit back, which will not include her original shipping costs. We will not assess any restocking fees.If the unit is indeed defective or is the wrong model, we will refund Ms. [redacted] without a deduction for the return label, inclusive of her original shipping costs, as the mistake will be our responsibility to correct.We will not, however, be issuing Ms. [redacted] a refund prior to inspecting the unit, as per her latest request with us.If Ms. [redacted] or the Revdex.com have any questions pending our next response to this complaint with the results of the inspection of Ms. [redacted] returned package, please feel free to reply. We will be limiting our conversation to the Revdex.com claim to ensure all actions are properly documented.We feel our response is fair and reasonable, and regret that the customer has lost valuable time in her program. We are looking to resolve this as quickly as possible.Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for the quick response.  This is the first time a return label was offered.  I was told this was not your policy.  I also stated that this was not the product I ordered or that was described online.  You state online 100% satisfaction guaranteed.   I original asked for a return label and then the product ordered originally to be sent after return was received.  I have returned the product with a receipt of out of pocket expense inside.   I would like a full refund plus shipping. Thanks,[redacted]