Wellspring Psychatric Medicine

This complaint is being address directly with the customerWe have reached out to him with a resolution that we believe will be agreeable to both us and him

Revdex.com: 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, [redacted] ***

Hello ***, We believe The customer on this order knew that there had been an update to the Knoll CPU Holders before she ordered Though she never specifically mentioned that to our sales rep, she copied the picture from our website, which at the time had not been updated to the newer model and asked him if that was the model that we were selling To his knowledge it was The item numbers were/are the same with knoll, and the customer agreed to the Knoll NO Returns Policy upon placing the order.When the order arrived six weeks later as per the Knoll lead time on new products, the customer insisted that we had sent the wrong item -- it was the item she ordered, just the newer model - which again she knew the model had been updated (she said in and email later already bought some from another vendor and returned them), she just thought we had the older model in stock We did not It took a few emails with both the customer and the manufacturer to clarify that was what happened, because she continued to insist that we had just sent the wrong item We were working with Knoll to arrange a return We updated our site to have the correct updated product pictures, and in the last communication with the customer I told her:"I'm working with my manager now to see if we can come to a reasonable conclusion to this situation for all party's involved Thank you for your patience and I will follow up with you as I know more Thank you again for being a valued customer and have a great day!"The next day she disputed the credit and has since cut off all communications with the Human Solution ------------------------------------Let me know if this is enough information or if there is anything else you need from me We would have eventually sent her out labels to send the CPU holders back to the manufacturer and refunded her money, we just needed to find out if the manufacturer would except them back or if we were going to need to have them sent here

Unfortunately there was slight delay in manufacturing of the desktop, and then there was further delay with the installation company when the mutually agreed upon date for installation was 3/11/between 9AM and 1PMThere was miscommunication on that day with the installation agents leaving because the customer was not ready at the time, or at least perceived to beInstallation agents were able to come back later that day and complete the jobWe have been in communication with the customer since the beginning, I think perhaps there was a technical issue on either end with sending or receiving emailsWe are not a scam company and the customer has received the product and service purchasedPlease feel free to respond with any additional comments, questions or concerns to [redacted] Best regards [redacted]

We're working on getting this taken care ofit would be helpful if the customer would contact one of sales reps she's been working with directly and be more honest about the timetables

Conset is not our in house brand that ships out of Austin. The desk on the order has a 7-business day lead time advertised on the website. We've arranged for UPS to pick the desk back up for a return, and we've arranged for a full refund for the desk once it gets back to the
manufacturer.The notes in the order show that we've been in contact with the customer on 8/17, 8/18, 8/22, 9/1, 9/21, 9/22, 9/25, and 9/- The Tracking for the return was logged on 10/

This customer contacted us regarding coupons that are offered in our receipt emailsThese are appended to the bottom of every receipt that The Human Solution sends outThey do not have to do with which items the customer has purchasedThe email specifically states that customer should see the
coupon exclusions page for detailsThe coupon exclusions page has the following disclaimer (see attached).The exclusion page indicates that both UPLIFT brand items mentioned and any item where the coupon does not work in the shopping cart are excluded from all couponsThis is a live, accessible page on our website* ***In spite of our excluding the $off coupon from the items the customer ordered, we offered him the equivalent of a $discount ($off and a free memory keypad upgrade which has a $value)Customer was originally offered the standard discount given to most customers ($off) and then further concession was made in an attempt to appease the customer after he conveyed that he was upsetThis offer, extended in good faith, had to be cleared with a manager since it is not something typically profferedWe offered the free upgrade as a conciliatory gesture to the customer Please contact us if more information is required. *** ***The Human Solution***

Complaint: ***
I am rejecting this response because: the company has not followed through on their promise to pick up the two boxes as of 10/18/@ 6:PM EST
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Human Solution states, "it (sic) would be helpful if the customer would contact one of the sales reps she's been working with directly and be more honest about the timetables." I worked directly with one female Human Solution Sales Associate from the time I purchased the desk on 7/26/until this week (10/19/17) when I was contacted by a male Human Solution Retail and Social Media Coordinator who said he was assuming responsibility for coordinating the pickup of the remaining two boxes in order that I may finally receive a refund to my credit card
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have been attempting since 9/1/to have Human Solution pick up the badly damaged shipment I received from them on that date. Finally, on 9/26/17, Human Solution instructed me to place all of the boxes outside of my homeHuman Solution told me they would provide me with UPS labels to attach to the boxes, but I never received themAfter the boxes sat outside of my apartment for two days and were not picked up, I emailed Human Solution on 9/to remind them I did as they instructed but that UPS had not picked up the boxesA UPS driver left a note on my door on 9/that he was only given labels for the boxes I needed to returnI emailed Human Solution and advised them of sameOn 10/5, a UPS driver picked up of the boxesI emailed Human Solution and advised of sameI still have boxes that have not been picked up and the company continues to refuse to refund me the cost of this desk debacleI will pursue this further with my credit card company at this time since Revdex.com has taken no action to assist me in obtaining my long past due refund.
Regards,
*** ***

The customer on this should have been informed that we'd be able to send out a replacement, but that the product had gone on a long back order, so it just would have taken a few months for the replacement to arrive.That said, with the return, the outbound shipping, (which is part of our normal
return policy) should not have been deducted from the refund. This was just a technical error with our warranties as that was requested by the Sales Rep, *** when he filled out the RMA internally. I'm waiving fee that now, but the funds may take a couple of business days to process back onto the card.***,My apologies for the inconvenience. If you wish to work with me directly in the future, I can be reached direct at *** or by email at ***Thank you again for your business and apologies for the inconvenience

This complaint is being address directly with the customer. We have reached out to him with a resolution that we believe will be agreeable to both us and him.

Revdex.com:
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,
[redacted]

There should have been a total of 5 return labels. From this response it sounds like the three that were meant for the non-Conset products got lost. A representative will reach out shortly with a copy of the missing return labels and we should be able to get a pickup scheduled via FedEx. We will be in touch today. Please standby and let us know if we can help with anything else in the meantime.

This return process took longer than normal due to a problem with the manufacturer not processing the credit in a timely manner. We worked with the customer and FedEx to supply proof to the manufacturer that the chairs were indeed returned. We have received confirmation of the return and a refund...

from the manufacturer on 8/7/2015 and proceeded to provide a refund to the customer ([redacted]) on the same date, 8/7/2015 in the full amount of the original purchase. We provided email notification of credit being issued on 8/7/2015 to the customer ([redacted]) as well.The issue has been resolved and the customer has already been credited.Please contact us if more information is required. [redacted]The Human Solution[redacted]
[redacted]O# [redacted]

Unfortunately there was slight delay in manufacturing of the desktop, and then there was further delay with the installation company when the mutually agreed upon date for installation was 3/11/2016 between 9AM and 1PM. There was miscommunication on that day with the installation agents leaving...

because the customer was not ready at the time, or at least perceived to be. Installation agents were able to come back later that day and complete the job. We have been in communication with the customer since the beginning, I think perhaps there was a technical issue on either end with sending or receiving emails. We are not a scam company and the customer has received the product and service purchased. Please feel free to respond with any additional comments, questions or concerns to [redacted]. Best regards[redacted]

Hello [redacted], We believe The customer on this order knew that there had been an update to the Knoll CPU Holders before she ordered.  Though she never specifically mentioned that to our sales rep, she copied the picture from our website, which at the time had not been updated to the newer...

model and asked him if that was the model that we were selling.  To his knowledge it was.  The item numbers were/are the same with knoll, and the customer agreed to the Knoll NO Returns Policy upon placing the order.When the order arrived six weeks later as per the normal Knoll lead time on new products, the customer insisted that we had sent the wrong item -- it was the item she ordered, just the newer model - which again she knew the model had been updated (she said in and email later already bought some from another vendor and returned them), she just thought we had the older model in stock.  We did not.  It took a few emails with both the customer and the manufacturer to clarify that was what happened, because she continued to insist that we had just sent the wrong item.  We were working with Knoll to arrange a return.  We updated our site to have the correct updated product pictures, and in the last communication with the customer I told her:"I'm working with my manager now to see if we can come to a reasonable conclusion to this situation for all party's involved.  Thank you for your patience and I will follow up with you as I know more.  Thank you again for being a valued customer and have a great day!"The next day she disputed the credit and has since cut off all communications with the Human Solution.   ------------------------------------Let me know if this is enough information or if there is anything else you need from me.  We would have eventually sent her out labels to send the CPU holders back to the manufacturer and refunded her money, we just needed to find out if the manufacturer would except them back or if we were going to need to have them sent here.

We're working on getting this taken care of. it would be helpful if the customer would contact one of sales reps she's been working with directly and be more honest about the timetables.