Winsome Trading Inc

Dear *** ***,
Our standard procedure, being a wholesaler, for damaged or defective items was taken to ensure that the claim fit the criteriaThis includes an initial review of the customer’s explanation and visual proof of the product in questionUpon initial review of the paperwork, we
had communicated to the customer with explanation that the item might have been assembled incorrectly by the end-user as we have never heard of the mentioned problem after selling this item for almost yearsA method to fix the possible incorrect assembly was also provided and there was no response beyond thatAt this time it was to our understanding that the product was fixed due to our provided correspondence
After, we received the letter from the Revdex.com, the case was revisited and further analyzed based off the customer’s statementIt was our understanding that ***, the original retailer and from where this consumer has purchased her item from, has agreed to take back the merchandise and give this consumer a refund according to their store's policyWe think that the current disagreement and discrepancies are related to how this product is to be returned to the Seller (***) where, in turn, the Seller may process the refund to the consumer
Our company is the wholesaler and did not have the transaction directly with the consumer nor did we collect their paymentWe can offer to provide replacement parts for broken components within a day period but we cannot provide a refund directly to the consumer who purchased the item through the *** Store
We apologize for any miscommunication that may have occurred during the process as we were following our standard procedureThis consumer is strongly recommended to work out the return process with ***, according to their return policy, if she is no longer in need of the item
Sincerely,Winsome Trading Inc

Monday, June 13, 2016 CASE ID# [redacted]Dear [redacted],Although we understand that the case might now be closed in your file, we understand that the customer is still dissatisfied and want to provide a good solution. Our team analyzed the photos and item even further and have come up with another possible suggestion to the customer. Threads are located on both ends of the post. The bottom end has the threads on the outer portion (for the foot rest) and the top end has threads on the inner portion (see attached photos). The top end connects to the seat which also has threads within. From our analysis, we believe this inner metal post may have been unthreaded accidentally during the initial assembly and thus dislodging from the seat. This would then cause the post to slip down to the position presented in the pictures provided by the customer.The solution for this would be to re-thread the post back to the seat by sliding the post into the seat as far as possible and hand-twist to re-thread the post (without the need of a tool). The fan-shaped footrest can be re-assembled after the above quick fix according to the original assembly instructions. 
Thank you!Winsome Trading Inc.

Complaint: [redacted]I am rejecting this response because:
[redacted] did not refund me my money as you inaccurately stated. They reached a dead end road with you as now I have. You were not willing to work with them because you passed the blame on me the customer. As I have stated to [redacted] and your company it was faulty merchandise. It is unfortunate that I the one paying for it. Sincerely,[redacted]