Woodstream Corporation

Dear [redacted],
 
We have reviewed our records regarding the [redacted]® Fence Free Underground Dog Fence purchased, and would be happy to offer an inspection of the transmitter and collar at no charge.  A Return Goods Authorization (RGA) will be provided via email, along with a [redacted] label, for the return of these two items to our facility.  They will be inspected by our technicians, tested, and returned to you in working condition.
 
Please let us know if you would like to accept this offer.
 
Regards,
 
Sally L[redacted]

Review: What a experience with this company over a rodent trap that did not work. After weeks and weeks of emails. Finally got a person to tell me in order to get the refund I would have to go back to [redacted] and get a receipt and we did. Since it was not the original receipt they did not want to refund. Got a representatives was rude and stale on every phone call.(37)Hello [redacted],Thank you for the Receipt from [redacted], this receipt was dated 07/04/14, our call documentation statesthat you called in on 07/01/2014, if you will be email or fax the receipt for the trap you inquired about on 07/01/2014we would be happy to resolve this situation.THIS WAS THE SAME THING OVER AND OVER. AFTER [redacted] FAX THE RECIEPT, THEY WANT MORE AND MORE STALE TACTICES. RUDE SERVICE AND SHANON, WOULD NOT LET ME SPEAK WITH A SUPERVISOR,NOR WOULD BETH,LISSA, ABBGAIL OR ANY OF THE OTHER REPRESENTIVES. JUST OVER ALL BAD SERVICE. IT BEEN ONE STALE TACTIC AFTER ANOTHER. PHONE CALLS THAT WOULD LAST ANY WHERE FROM 45 MINUTES UP TO 1HOUR AND 15 MINUTES WITH NO RESOLUTIONS. Hello [redacted],Thank you for contacting [redacted]. We would be happy to assist you.We are very sorry about the experience you are having with our product. We would be happy to set you up for a refund. In order for us to do that, we would need to see a copy of the receipt. You can send that receipt to the email below. If you have additional questions please do not hesitate to contact us at [redacted] or [email protected],Dana S[redacted]...RECIEPT WAS SENT AND STILL NO REFUND.Desired Settlement: What a experience with this company over a rodent trap that did not work. After weeks and weeks of emails. Finally got a person to tell me in order to get the refund I would have to go back to [redacted] and get a receipt and we did. Since it was not the original receipt they did not want to refund. Got a representatives was rude and stale on every phone call.(37)Hello [redacted],Thank you for the Receipt from [redacted], this receipt was dated 07/04/14, our call documentation statesthat you called in on 07/01/2014, if you will be email or fax the receipt for the trap you inquired about on 07/01/2014we would be happy to resolve this situation.THIS WAS THE SAME THING OVER AND OVER. AFTER [redacted] FAX THE RECIEPT, THEY WANT MORE AND MORE STALE TACTICES. RUDE SERVICE AND SHANON, WOULD NOT LET ME SPEAK WITH A SUPERVISOR,NOR WOULD BETH,LISSA, ABBGAIL OR ANY OF THE OTHER REPRESENTIVES. JUST OVER ALL BAD SERVICE. IT BEEN ONE STALE TACTIC AFTER ANOTHER. PHONE CALLS THAT WOULD LAST ANY WHERE FRO

Business

Response:

[redacted],

The history regarding the trap purchased has been reviewed. As requested, we would like to offer a refund for the product. According to the receipt submitted, that amount is $31.47.

We are sorry to hear the trap did not work for the intended application.

Please let us know if we should proceed with the refund.

Regards,

Sally L[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: On April 6, 2014, I ordered a large animal trap (item: 1081) from Havahart.com, at a total price of $97.99. On April 10, the item was delivered by [redacted] (with no one present). The trap was missing essential parts (trigger rod). On April 10, via email, I conveyed the issue to the Woodstream Corporation (WSC) per the instructions on the invoice. On April 11, after not receiving any response, I contacted WSC via phone. I was subsequently provided an [redacted] shipment label, referred to as an "RGA." Per WSCs directions, I re-packaged the item. Upon attempting to schedule a pick-up with [redacted], I was informed that there was an additional cost. I again contacted WSC and requested that they arrange for the pick-up with [redacted]. WSC informed me, "We dont do that." I replied by asking to speak with a supervisor. I was transferred to a voicemail and I left a detailed message requesting a callback. After not receiving any response, I again called WSC and ultimately spoke to [redacted], a supervisor. [redacted] informed me that WSC does not fund the pick-up of returned items. I informed her that WSC was supposed to provide functional items to their paying customers. [redacted] then asked me if someone is always at my residence to which I responded in the negative. [redacted] asked for a 4-hour window that someone would be at my residence. I offered any time after 10 AM on April 12; [redacted] stated that that would not work. I then offered between 4-8PM during the week of April 14-18. [redacted] stated that she would contact [redacted]. [redacted] later contacted me and informed me that I needed to be at my residence by 3PM on April 12. After informing her that was not possible as we work, she stated that was going to cancel the RGA and abruptly hung-up. Aside from the overall apathetic customer service, WSC did not provide a functional product; to expect a customer to pay for its return is ludicrous. Furthermore, why do I need to be at my residence for [redacted] to pick-up the defective item; no one was present when the item was initially delivered?Desired Settlement: In making this complaint, my desired settlement is: 1) WSC resolves this matter by funding the pickup and return of their defective item and refunding my money with an apology; and 2) that this matter is formally documented to inform potential consumers of WSCs customer service failures in this case.

Business

Response:

We were very sorry to learn that the trap arrived damaged and apologized several times to **. [redacted]. Four people within our company endured verbal abuse, specifically profanity, while attempting to work toward a resolution for this situation. Not one of those people ended the call without first stating the reason the call could not be continued.

The following information was conveyed in an attempt to reach resolution:

1. A prepaid, [redacted] label was emailed to **. [redacted] with a Returns Good Authorization (RGA) number on it. Instructions were included, which involved printing the label, attaching it to the outside of the package and giving it to any [redacted] driver or [redacted] pickup location. Upon receipt, a replacement trap would be shipped. This option was rejected.

2. We contacted [redacted] to schedule a pickup of the trap. This is not something typically offered, however, we were taking this step to resolve the situation. A pickup window is required for this option. **. [redacted] was asked to provide a time someone would be home when [redacted] arrived to pick-up the package. The response received was 4 pm to 8 pm. When attempting to secure that time, we found that 3 pm to 8pm was the closest choice we could make. This option was also rejected, leaving no choice except to cancel the pick-up appointment with [redacted].

There is one more option we can offer. Pictures of the trap – showing the absence of the trigger rod - can be submitted to us via email. Upon receipt of those pictures, we can proceed with either a replacement trap or a refund.

If there are any questions, please let us know.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I never used profanity or was verbally abusive in trying to resolve this matter. A prepaid [redacted] label was provided; however, as a clearly deficient product was delivered to my residence (without anyone present), it is ludicrous to expect a customer to face the additional burden of bringing a cumbersome box weighing over 20 pounds to [redacted]. Furthermore, the company's unreasonable mandate that I had to be present at 3 PM during typical working hours is a snapshot to the dismissive and passive aggressive customer service that I experienced. Why did someone have to be present could the package be left for As for documentation of the missing trigger rod, please see the attached picture.In spite of the lack of good faith on the part of Woodstream Corporation, I would like to thank the Revdex.com for attempting to facilitate this process. I will be pursuing other remedies.Regards, [redacted]

Business

Response:

We would be happy to arrange for the trap to be picked up by [redacted] and returned to our facility. [redacted] does require that a time frame be specified for pickup. This is not something over which we have control.

If **. [redacted] provides a day between 5-12-14 and 5-16-14, a timeframe for that day, and the specific place the package is located (front door, side door, etc.), a pickup can be scheduled. We can then email a label to him that must be attached to the package prior to [redacted] arriving and proceed to schedule the pickup by [redacted].

Please let us know if there are any additional questions.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This should have been offered by Woodstream from the outset. Instead, they made it as difficult as possible for a customer that acted in good faith after receiving an item that was clearly defective. I appreciate the offer to pick up the defective item, but it was too late. The item has been discarded as I don't have room to store trash; I am not going to wait months for what should have initially taken a matter of minutes.

Regards,

Review: I bought company's electric fence kit on 6/9/13. It was bought from [redacted], it's a [redacted] store located at [redacted] NC [redacted], phone ###-###-####. This store also has two online web stores, where they sell their products, at [redacted] and [redacted] I bought the item through their [redacted] hosted web store. The product arrived with manufacturer defect. I contacted Woodstream for warranty replacement, the customer relations rep I spoke with is [redacted], ###-###-####, [redacted]. He refused to honor the warranty request based on the fact that the product was bought through [redacted] platform, he invoked some unpublished "company policy" that no items sold through [redacted] are eligible for warranty. This is the text of the warranty from the product manual: [redacted]. "Manufacturer warrants the fence energizer for one year from the date of sale to the original consumer purchaser against defects in materials and workmanship. ...... This warranty shall apply only while the original consumer purchaser owns the product." There is nothing in the warranty text saying that it does not apply to products bought through [redacted]. Their argument is that because this store has one of their online webfronts hosted by [redacted] and the purchase was made through [redacted] platform, THE OWNER OF THE STORE IS CONSIDERED THE ORIGINAL CONSUMER PURCHASER, therefore the warranty does not apply to me. This is pure nonsense to me, they fail to explain to me how [redacted] store can be considered a CONSUMER PURCHASER. Looks like this is the way for them to cancel the warranty anytime they please by saying that the store is an original consumer purchaser, as this "logic" can be applied to any product bought from any store.Desired Settlement: Woodstream needs to honor their written warranty and replace defective product.

Business

Response:

Dear [redacted],

Thank you for your inquiry regarding the warranty for the Zareba® Battery Powered Garden Protection Kit (model [redacted]).

Our Zareba® products are warranted with a one year limited warranty. The limited warranty does not apply to any defect caused by improper installation, misuse, product alterations, tampering, neglect, or any similar reason not related to product malfunctions or defects in the materials or workmanship of the product. The limited warranty is given only to the original purchaser of the product and not to any subsequent owners or to any other user or person when installed and used in accordance with the instructions found in the owner’s manual. No person is authorized to grant any warranty additional to or different from this written warranty. Therefore, we do not honor a warranty through a platform such as [redacted]. Since the [redacted] Store has one of their online websites hosted by [redacted] and the purchase was made through the online [redacted] store, the owner of the store is considered the original purchaser of the product. [redacted] is not one of our distributors, so our warranty is only valid for products purchased directly from us on our website www.zarebasystems.com and from one of our authorized retailers such as [redacted].

I apologize for this inconvenience, but this policy is stated directly on our website as well as in the product manual. If you have additional questions regarding this product or any of our other products, please do not hesitate to contact us at:

Email: [redacted]

Phone: ###-###-####

Thank you for choosing Woodstream quality products.

Sincerely,

Consumer Care Supervisor

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I received a spam email via my website for my positive reinforcement dog training service on 8/7/13 at 12:44 p.m. from [redacted] representing [redacted], Woodstream Corp. I responded to him that same day on 8/7/13 at 1:03 p.m. via the email address provided in my contact form, [redacted] and told him that I am a positive reinforcement trainer and that it clearly states all over my website I do not believe in or condone any kind of aversive training, including that which uses shock. I asked him to remove me from his distribution list immediately. If he had even looked at my "nifty" (his word) website he would have seen that the Links page on which he wanted me to advertise the [redacted] electric fence consisted of links to non-aversive equipment only and links about the hazards of electric shock. This is what the email said, "Hello, Im working with [redacted] Dog Fence, and I found your nifty dog resource list. I wanted to see if you could add us to the "Equipment" section of your links list here [redacted]. Please check out our site here [redacted] and let me know what you think!Thanks,[redacted]"Today I received a follow-up email from him, "Hello, I wanted to follow up to see if anyone's had a chance to look at this yet. Please let me know. Thanks, [redacted]" I sent him another email and requested again that he remove me from his distribution list. I am very offended by this type of shotgun approach advertising, especially from companies selling aversive equipment, wanting to advertise on my website, and any other positive reinforcement trainer would be as well.Desired Settlement: Apology, and I would like to be removed from this distribution list.

Business

Response:

[redacted](R) [redacted] is always pursuing opportunities to work and build relationships within the broader community. It is unfortunate that we contacted a site that did not wish to connect with us and we meant no harm. We deeply apologize for the mistake.

Sincerely,

Consumer Relations Supervisor

Woodstream Corporation

Review: We called [redacted] within days of recieving the product because we were not able to get the system to work properly. Customer service instructed me in various ways to adjust and test the system in order to make it work. I feel this was done only to prolong the amount of time I had the system in my posession. I was in communication with [redacted] several times, each time to report that the system would not work and that I wanted to return it. Over and over again I was assured that if I could not get the system to work after I tried the next "instruction" they would refund my money. At one point the master base was returned and determined "not to be faulty". Still...the system will not work. Now that I have refused to try any additional "instuctions" from the service department I am being told they will not grant me a refund because I have had the equipment for longer than 30 days. I've had it longer because they kept pushing me off! The last attempt I made the work with this company was on 4/22/13. I was told that all the information would be reviewed with a superivsor and someone would call with an answer. Of course, a supervisor was not available on that date nor again a week later. I have never received a return call. This company makes it impossible to receive a refund for its products because it strings you along with various things to "try" to make the system work. Now that I won't accept anymore "instruction" they tell me its too late.Desired Settlement: I want a full refund for this item. The item does not work as promised.

Business

Response:

[redacted]

We apologize for any confusion. After complete review by myself (Consumer Relations Supervisor) and the Category Development Manager, ,we have agreed that this product should be refunded in full. A Lead Consumer Relations Representative was in contact with you today to advise of the refund. Her name is [redacted] and she also provided an RGA to return the product. As soon as the product is received we will issue the refund.

Again, I sincerely apologize for the experience.

Consumer Relations Supervisor

Review: I purchased a wireless dog system from [redacted].com. When I received the system I was surprised to see how cheap the collars seamed to be made, especially considering the price of the system. The collars lasted less than a month. They broke about a week apart. Both collars looked like they fell apart at the seal of the receiver. I contacted customer service. They gave me an email address and told me to send pictures of the collars to them. When they emailed me back they said this was very uncommon and had never seen this before. I don't believe that because it happened to both collars on different dogs at different times. They asked a few questions about our dogs in the email. I emailed them back and answered their questions and added that I didn't think the quality of the product was very good and I thought that is why it broke. I also told them we have had similar collars on our dogs and they were never damaged. After that I received an email saying they were not going to replace the collars because they don't believe it was a manufacturers defect and I would have to replace both collars. I paid $439.00 for the system. Two new collars for it will cost approximately $320.00 and didn't last a month. When I read that I looked over the web sight and warranty information. There is a ten year warranty on the system and a one year warranty on the collars. I found a review on the web sight from a woman who wrote her dogs were "very playful" and had to replace the collars. The company replaced them for free. Her dogs broke the collars "playing" and were taken care of but the collars I purchased were broke from normal wear, cheap design, or being defective and we're not replaced. When I contacted the company by phone they said my dogs had to have done something to the collars because this was so uncommon. When I asked about the lady's review they said her collars should not have been replaced. That review is on their website and they commented on it, isn't that some kind of false advertisement for great customer service? They never physically seen the collars, only pictures, so I don't understand how they can say that my dogs did something to them. They would not replace the collars, so I asked to return the whole system and receive a refund. They told me I couldn't do this either. I cannot have my items replaced and cannot get my money back. I think this is not only horrible, but also ridiculous!Desired Settlement: I would like to have my money refunded. If the collars are replaced they will probably just get broken again.

Business

Response:

The [redacted] Wireless® Radial System purchased by [redacted] was delivered to her residence on 12/27/13. We were contacted regarding an issue with the collars on 2/21/14.

Review: I like this product. Every time I purchase it , I end up pouring it on the plants because every single 128oz, 64 oz, 32oz, container that I have purchased the sprayer never works ever. It is 9:30 P.M. and my wife asked me to go out and spray with the new 32oz bottle because she knows I do not like to pour this stuff it stinks! This is because the sprayer on the 128oz bottle does not work. So the brand new 32oz bottle does not spray. This is ridiculous that this company cannot produce an efficient sprayer for this product. Pouring it is a waste of the product and I get it on me when it splashes and it smells horrible. I have let this go for a long time.Desired Settlement: Repair your product with a reliable sprayer. This bottle is brand new. Specifically purchased so I do not have to pour the product out of the bottle.

Business

Response:

Havahart® is known for its long history of providing high-quality products. We regret that you received products that did not meet that standard. Your feedback concerning the spray bottles for Deer Off® II Deer & Squirrel Repellent, 128 ounce, 64 ounce, and 32 ounce is appreciated and will be shared with our product development team. We would like to learn more about your experience in order to better assist you regarding this matter.

Review: I purchased the Mosquito Magnet [redacted] model for $600 in 2010. The company has a 1 year warranty. The product malfunctioned after 2 weeks. I called the customer service number and spoke to a representative. I asked if this could be defective. They said no and recommended that I purchase equipment to correct the problem. I did, and it worked for about 2 days. This senario wnet on for the last 4 years, with me asking why they would not think this machine is defective. I have spent over $1100 dollars on repairs and equipment. I really believe that this company is selling a product that does not work the way advertised and they scam customers for more money. If this is a legit company they should stand behind the product and should have sent a replacement for me. I really feel ripped off. I have read reviews and this seems to be a very common occurance with them. Please help!!!Desired Settlement: Replacement/Exchange with better machine

Business

Response:

Dear [redacted],

Thank you for speaking with us yesterday via telephone and allowing us to offer a resolution to this situation.

We want to confirm that a new Independence trap is being shipped today - Order [redacted]. The [redacted] tracking number is [redacted].

If you have any questions after the trap arrives, please contact us at [redacted] Ext. [redacted].

Regards,

Sally L[redacted]

Review: I bought an under ground fence for my dogs. I bought it a going out of business sale. The transmitter doesn't work. They won't fix it or sell me a new transmitter. They say I have to buy the whole kit again.Desired Settlement: I would settle for being able to buy just the part I need

Business

Response:

Dear [redacted],

Review: I purchased a new, factory sealed, Mosquito Magnet Independence manufactured by Woodstream from a business on [redacted]. I registered the unit on the Mosquito Magnet website and the registration was acknowledged by sending me 6 free clear cartridges. After approximately 3 weeks the unit failed and after troubleshooting with their support people on the telephone, I was told it needed to be returned for warranty service. I was instructed to email copies of my purchase receipts, which I did. After receiving the receipts, Woodstream (Mosquito Magnet) voided the warranty because it was purchased on [redacted] and not from an authorized dealer.

Nowhere in the warranty found in the owner's manual, nor on the Mosquito Magnet website does it state a unit must be purchased from an authorized dealer, nor does it state items purchased on [redacted] automatically have the warranty voided. After a few emails back and forth, Woodstream (Mosquito Magnet) continues to refuse warranty service.Desired Settlement: Repair or replacement under the warranty stated in the owner's manual.

Business

Response:

[redacted]

Thank you for contacting us regarding the Mosquito Magnet® Independence Trap that was recently purchased.

We have reviewed the history, and would be happy to provide a Return Goods Authorization (RGA) to send the trap to our Tennessee Repair Facility. Our technicians will inspect the trap and repair anything that is found to be hindering operation. In conjunction with the RGA, a [redacted] label would also be emailed to you. It would need to be printed and placed on the outside of the package, which may then be dropped off at any [redacted] pickup location. Only the power head of the trap would need to be sent to us.

Please accept our apology for the confusion regarding previous phone calls and emails. The trap will be covered under a one-year warranty, as outlined in the Owner’s Manual.

Let us know if you would like to accept this offer. We look forward to hearing from you.

Regards,

Sally L[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Thank You!