Westeen Dental Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Po#[redacted] Entire order has been returned and an email regarding the ENTIRE order being received was sent to me by Jennifer dated 3/14/15 and she was checking on getting restock fees waived since I had received such bad customer service.  If your warehouse is unable to locate the return that is a internal problem not mine. Then on 4/20/15 your company again acknowledged receiving item but then claimed the item was sent to a warehouse that is yours but it was the incorrect warehouse for my item. If this was the case then your company should have contacted me. Your company just cant keep the item and not issue a refund.  I am requesting a full refund since your company acknowledged receipt of the item via email in the amount of $644.32[redacted] was received with the scratches on the item and contacted Amanda who was going to issue a call tag but then sent me an email saying she was sorry she went on vacation and forgot. Then I called again and spending over 1 hour on hold and finally talking to Roman and being told your company was short staffed because its so cold in Wisconsin he said Waterstone had really been messing up orders and I let him know I couldn't wait any longer and I was wanting to return entire order. Then in March I finally got Jennifer to issue a call tag and during this time a Waterstone package was delivered to me and I refused the package since I had been trying to return the item since December. At that point I actually had already disputed the entire charge with my credit card and since your company never responded I had already received a credit for $1641.60 so at this point it is done. Horrible customer service. I should be compensated for my time and Jennifer, Amanda and Roman should be fired.
Regards,
[redacted]

The customer was issued a refund in the amount of $355.58 for the returned defective item Kohler K-T14413-4-CP qty 1 on September 27, 2016. The refund was applied to the customer's DISCOVER ending XXXXX1109.

Dear Brian, We apologize that you had this experience with our call center. We are showing that you were refunded in full for the lost shipment on PO #[redacted]. (Jan 27 2016 11:05AM) Refund - 19.99 Shipping fees refunded(Feb  1 2016  8:45AM) Refund - 86.22 Returned defective...

item [redacted].As for PO #[redacted] We have listened to the recorded call & the Call center employee you spoke to was never advised to expedite the shipping although you did ask about it.It was determined that they representative should have asked you if you wanted that option. We have forwarded your concerns to our call center management to review & coach these representatives. Again we apologize for your customer experience and welcome your feed back so we can correct the issues in which you experienced.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have spent over 6 hours on the phone with this company and several emails trying to get refunds for items that have been returned.[redacted] was for 4 items.  3 of the items I have received refunds for, the last item I am still holding on a refund for is item number [redacted] Moen Faucet which was returned via USPS with tracking information. Item was received in October. I talked to Jennifer  and she said the refund was pending and she was trying to get the restock fee waived which I asked for since I have been waiting since October for the refund. Now company is stating the item has not been received. Stated I sent to wrong warehouse even though that was the address given to me but she would check with the warehouse and get back with me. Still no response from company, USPS shows item was delivered. Asking for full refund of $644.32 for returned item.[redacted] was a faucet set from Waterstone Faucet Company. Received item after placing order on October 10, 2014 item was defective in finish. Emailed Amanda on 12/24/14 and was told a call tag would be issued since it wasn't my responsibility to pay shipping back to company for defective item. Received email from Amanda on 1/5/15 saying she was sorry she was on vacation and she would get a call tag issued. Never received a call tag.Called company on 1/8/15 and was on hold for 1 hour 32 minutes before Roman answered. Roman told me the company was short staffed since it was really cold in Wisconsin. Assured me call tag would be issued. No call tag sent.1/17/15 called company again on hold for 26 minutes before getting disconnected. Got frustrated. quit calling.1/22/15 emailed Jennifer for a breakdown on refunds since no numbers were matching up and she sent me a breakdown but I asked for more information on the amounts since I thought some items were not being refunded and she said she would try and do  and she would get back with me. Never got an email back. 1/26/15 emailed Jennifer for a call tag for the Waterstone faucet, never got a response back from her.1/29/15 emailed Jennifer again for information regarding the refunds and the call tag for the Waterstone faucet, never got a response back.3/4/15 called in and talked to Jennifer let her know my frustration with company and that I wanted to talk to a supervisor, she explained she was a supervisor and would look into my refund.  Sent me an email on 3/4/15 stating that a refund in the amount of $576.50 was being processed but I told her I didn't think after this many months a restock fee should be charged, She said she would check into it for me.  She told me a refund was pending on [redacted] in the amount of $589.00 when I told her that the entire order was needing to be returned and that a call tag was never issued she said she would check into it and get back with me.3/9/15 UPS attempted to deliver a new sprayer but I refused the package, sent Jennifer an email regarding this, got no response.3/9/15 Jennifer emailed me asking for tracking information on the faucet for [redacted] seems now company said refund was processing but now company can't locate faucet. Told Jennifer faucet was returned to address provided by company. 3/10/15 Jennifer emailed me that I returned faucet to wrong warehouse and she would check with that warehouse.3/10/14 UPS arrived to pick up Waterstone faucet.  Item is in route to Efaucets for a refund, not sure when I will receive this its now March and Ive been trying to return this item since December of 20143/11/5 Emailed Jennifer to let her know how horrible her company is when it comes to refunds.  Looking at Facebook posts about company it seems like this is what they do and also let customers sit on hold for hours. I would like a full refund of all my items. I have emails to upload to show how bad this company is but this is not my job and it has taken away time for my kids which the company can not give back to me.Horrible company never do business with them! 
Regards,
[redacted]

Dear [redacted],We apologize that we are unable to cancel your
order...

when you first contacted us.We would be glad to set up a return for your Swanstone item. Please advise if you are still wanting to return the merchandise for a credit we can issue a Pre -Paid BOL for the return to the Manufacturer. Once this is returned we can waive all fees as this was requested cancelled prior to shipment.








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Dear [redacted], We are showing that the This [redacted] from order #[redacted]  has not been received back to our [redacted] facility as of today.RGA# [redacted] Can you please supply the return tracking for this item as so we can locate this item.

[redacted],We apologize for the delay however we are showing that the Cancelled item [redacted] F2841T-BN qty 1 was credited on 1/28/2016 $383.85 USD. We are not showing that the [redacted] F1000B-BN has not been received back on  RGA# [redacted] ([redacted]) this information should have...

been sent to the email on the order. If you have returned this item we ask that you provide the return shipping information to expedite this return & refund.

Dear [redacted], We apologize for the response you received when you called into the call center. We thank you for providing uswith information regarding your experience with our representative.  This information hasbeen forwarded to our Call Center Manager for review and coaching.We have...

checked your order and the Belle Foret item shipped to you on the tracking #[redacted] showing delivered on 8/11/2015. The [redacted] is due into the warehouse on Monday with a 24 hr turnaround to you. Because this was our fault  for the delay we are going to issue a 10% discount on this item plus refund you 3 day select shipping.   Again the item is not lost it  just hasn't reached our Denver facility yet , please accept our apology and your refund on your order will be sent to accounting to process.Rohl U.4719LAPC-2Rohl U.4719LAPC-2Rohl U.4719LAPC-2

Dear [redacted], As we have apologized previously as this order was signed for by your contractor and per our shipping/ freight policy we have no recourse. We have offered to sell the replacement piece to you at cost $180.00 plus LTL freight. We did not receive a response from you therefore we...

did not place the order.We apologize there is nothing more that can be done as it is past the 30 days.

Dear [redacted], 
We
apologize for any unanticipated delays in regards to issuing credit to your
account.  Our Accounting Department has
been alerted to issue immediate credit. 
You can expect this credit within 2business days.

Dear [redacted],We
apologize for any unanticipated delays in regards to issuing credit to your
account.  Our Accounting Department has
been alerted to issue immediate credit.

We apologize for the delay however we have not received the merchandise back at our warehouse  with the RGA# [redacted] [redacted]). Please forward any return tracking used as this can speed up the return process.

The customer has been credited in the amount of $199.00 for the returned defective item [redacted] Lighting JER-1043C-ATL qty 1 on September 27, 2016.

The  company offered to refund our money provided we ship the sinks back at our cost.  Turns out shipping was $100, sinks were only approx. $300.  We contacted our credit card company to see if they could help.  They informed us to call UPS, refuse delivery, they put the money back on our account, and are going after efaucets.  We are satisfied with our CC company, not so much with efaucets, but we are done with the it.Thank you,[redacted] and [redacted]

We apologize for the delay we are showing that your account was refunded for the returned item.Transaction ID [redacted]Invoice Number [redacted]Total Refund Amount $156.80 USD Note to Buyer Returned item Grohe 47080000 qty 2.

Dear [redacted],
We
apologize for any unanticipated delays in regards to issuing credit to your
account.  Our Accounting Department has
been alerted to issue immediate credit. 
You can expect this credit within 2 business days. We apologize that your item is no longer available...

with the manufacturer and we are expediting your credit. This will be credited by the end of business tomorrow.

[redacted],Order # [redacted] was shipped on October19, 2015 via PRO Ground.  FedEx Tracking # [redacted] confirms delivery to the shipping address on October 23, 2015. On October 24, 2015, [redacted] contacted our Customer Service Department to request a return of Order # [redacted]s stating that she received the wrong items she received TSMXW, TS220EV-CP, TS210DD-PN and TS300N6-PN and she will email pictures of boxes but will not open up items. Customer emailed that the TS300AL65-CP rattles inside. RGA in for the defective item On October 26, 2015, [redacted] was issued RGA # RGA# [redacted]  [redacted] We  cannot confirm with our vendor that the items returned or were received on the FedEx tracking. They have not stated that they received these said items On November 6, 2015, [redacted] was issued RGA # RGA# [redacted] was issued but never used. The customer refused delivery of the Pre Paid Call tag to return the product. See Exhibit D-2.The customer was only to return the defective item (TS300AL65-CP) on the FedEx prepaid C/T Not the entire order. the second call tag was issued for the remaining items . Per our return policy a customer must Have a valid RGA (Return Goods Authorization) number.Have ALL original packaging.Not have packaging that is written on or defaced in any way.Be sent back to the correct warehouse.This did not happen as we cannot issue a refund that we cannot find.

Dear[redacted], On Jan 23 2015  9:22AM your account was refunded $373.67 for the Cancelled item Delta Faucet 77725-SS qty 1 less 6% disc. Returned item Delta Faucet 77725-SS qty 2 less 6% disc and 15% restocking fee. Please accept our apology for the delay in issuing your credit for the cancelled & returned merchandise.

[redacted],  Yes your account will be credited for the return merchandise, we will be waiving all restocking fees for this return.

Dear [redacted], We  have looked into your order concerns and on Order #[redacted] our Accounting Department has been alerted to issue immediate credit for the cancelled Kohler item. You can the expect this credit within 3 business days. As for order #1151851- this was a case of not having the...

correct address on the order. Golden Lighting contacted us to update the address they informed us that the address provided on the order; [redacted]Please advise if this is the correct address, we apologize for any confusion with your order and are working to correct the delivery issue.Thank You