Versare Solutions, LLC

Initial Business Response / [redacted] (1000, 5, 2014/10/10) */ We have reached a resolution with our customer

Hi ***, I am writing in response to a complaint (copy of letter attached) that we receivedThe customer stated that we had contacted them to pay for shipping, which they did not feel was justOn our website we very clearly advertise free shipping in the continental United States on the
product she orderedThe shipping address that she provided was in the Virgin Islands, which obviously is outside of the continental United StatesI have provided a snapshot of our website, with the exact product she ordered, showing where it states our shipping is only free in the continental United StatesOur customer service manager spoke with her and explained our shipping policyShe was not willing to pay the shipping costs, so we cancelled her order and gave her a full refundWe run a very honest business and would never try to deceive a customer, which is why we make sure the shipping is stated on every single product pagePlease let me know if there is any additional information that I can provideThanks, Emily ***

Initial Business Response /* (1000, 5, 2015/06/12) */
We have addressed the complaint directly with *** and it has been resolved

Initial Business Response /* (1000, 9, 2015/10/05) */
At no time did my company insinuate that the shipping charge for $750 USD covered door to door delivery. You can see it clearly stated in Mr. [redacted]'s original complaint (please see second sentence):
Jul 28: from Versare
-----------------
The...

crating fee is not optional, we crate it so the items do not get
damaged in transit.
No the charge is not door to door that would be something you would be
responsible for.
Yes the 6'10'' is the overall height including the wheels/rollers.
We do not have to charge tax, that is something you would be charged by
the shipping company.
No discount.
Delivery time is about 30 days.
You can pay via wire transfer.
We feel that we communicated very clearly with Mr. [redacted] throughout the entire process. We ship internationally often and it is standard procedure in the industry to ship door to port. Mr. [redacted] even called FedEx and they also confirmed that typically these shipments are door to port. We do not feel that Mr. [redacted] is owed anything additional.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/15) */

Initial Business Response /* (1000, 5, 2014/10/10) */
We have reached a resolution with our customer.

Initial Business Response /* (1000, 5, 2015/09/03) */
The product we made for [redacted] was not a standard product for us. They approached us inquiring if we could modify one of our existing products to meet their needs.
We made many attempts to try and accommodate them, but in the end we...

simply could not manipulate our products to achieve their desired expectations.
We made many attempts, at a costs well above what we received from them to try and satisfy their needs. Also we had difficulty in understanding their expectations, since they had multiple people involved in the transactions, each unaware what the other was doing. This created unnecessary confusion in product requirements, resulting in delays and incorrect art files being sent.
In the end, we gave them a full refund on multiple orders, and still provided product free to them at the best of our ability. We determined their requirements are far different than our products could accommodate.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Versare was unable to meet our needs from the get-go, it seems as though they should have managed that before their clients, and in turn, our clients were negatively affected (multiple times). We asked for proofs repeatedly to help manage these expectations ourselves, and although proofs or samples of the ordered panels could never be provided by Versare, it is their responsibility to manage their client (us) if they are unable to do the job. The bulk of our relationship included one point person from our team, although we did experience a leave of absence during the initial part of our relationshipa time period that caused me to be more involved to ensure everyone was on the same page. Regardless of the number of people working on the project, the expectations should not have been difficult to understand, as we provided sketches and color coded images of our needs; not to mention, frequent communication that oftentimes resulted in delayed responses from Versare. And if, for some reason, expectations were difficult to understand as indicated, I would imagine Versare would ask for clarification before executing the product. Refunds from Versare were only received for product that could not be used with our clients; we paid in full at a cost they deemed appropriate (which fluctuated throughout each order) for each panel we installed. We are still asking for the financial reimbursement to cover the costs to our clients that this relationship has cost us, totaling over $500.
Final Business Response /* (4000, 10, 2015/09/18) */
We have spoken to the customer and have come to a mutual agreement that satisfies both parties.