XPAL Power Inc

Dear ***,
I am very sorry to hear about your experience and I understand your frustrationWe at XPAL Power strive to achieve the ultimate customer service
experience, and always
keep that idea and the customer in mindWhile we work toward making the purchasing process very simple for the user,
it looks as though the order was flagged by our Verification Department There are various reasons why an order can be flagged, but ultimately this
system is in place to protect the purchaserWe value the shopping experience of our customers and transaction security bolsters that experience
While we are not able to release information as to why the order did not go through, once an order is voided, our system will not allow the order to be
processedWe invite you to place your order again and we appreciate your businessPlease ensure that all required elements of the payment process
are correctWe are able to offer you a discount off your order, please enter the code *** to discount the price down to $
Thank you so much for your patience and understanding with this situation
***
Customer Service Manager

Thank you for placing your order with usUnfortunately due to a system glitch your order did not shipOur technical team has since resolved this issue and we apologize for the
inconveniencePlease let us know if you would like for us to ship the package to you or if you would like a refund for the orderWe appreciate your patience.
Thank you and best regards,
*** ** | Customer Service Representative

Hi ***,
I
am very sorry to hear about your experience and I understand your frustration
We at XPAL Power strive to achieve the ultimate customer service experience,
and always keep that idea and the customer in mind. While we work
toward making the purchasing process very simple for the end user, it looks as
though the order was flagged by our Verification Department. There are
various reasons why an order can be flagged, but ultimately this system is in
place to protect the purchaserWe value the shopping experience of our
customers and transaction security bolsters that experience
While
we are not able to release information as to why the order did not go through,
once an order is voided, our system will not allow the order to be processed
We invite you to place your order again and will provide a coupon code to drop the price down to the Cyber Monday pricingPlease refer to the internal inquiry email chain that was already submitted for this code
Please ensure that all required elements of the payment process are correct
Thank
you so much for your patience and understanding with this situationWe appreciate your business
Kind
regards,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Web Page that is referred to in their response is not the one that I or most people would have gone to n order to check the warrantee
Going to their webpage clicking on help and Warrantee is the most logical method and the one I used. There is no mention there of this Groupon or Daily Deal site restriction there.
I would invite you to do the same
http://www.power-skin.com/warranty.php
Regards,
*** ***

Hi Jonathan,
We see your point and have since fixed this. We are willing
to offer you a one-time courtesy replacement. However, we no longer have this
product for sale or replacements based on the age of the product. We are able
to provide you with a comparable product. Please contact us directly
866-972-5769 to get your replacement.
Thank you,
[redacted]
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for placing your order with us. Unfortunately due to a system glitch your order did not ship. Our technical team has since resolved this issue and we apologize for the inconvenience. Please let us know if you would like for us to ship the package to you or if you would like a refund for...

the order. We appreciate your patience. Thank you and best regards,  [redacted] | Customer Service Representative

Hi [redacted],
I am very sorry to hear about your experience and I understand your
frustration. We at XPAL Power...

strive to achieve the ultimate customer service
experience, and always keep that idea and the customer in mind. In
our terms and conditions on our website, it states “Items purchased
through daily deals sites such as Groupon, LivingSocial, Woot etc. carry a
limited 30-day warranty on both product and battery…” found here: http://www.power-skin.com/terms.php.
Since the Groupon deal specifically stated a 90 day warranty in the fine print,
we honored a 90 day warranty instead of the standard 30 day warranty for this
particular product. If the item was purchased directly from us, we would be
able to honor our 1 year warranty. However, we do not define the warranty on
another retailer’s website.
I apologize for the inconvenience and appreciate your understanding in
this matter.
[redacted]
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I am extremely upset with how my order was treated and the treatment that I received from XPAL. I made an order on March 4. I received a confirmation of my order. After about 12 days of not receiving confirmation of my order being shipped, I called to find out the status of my order. I was told that, my order was determined to be fraudulent by some ignorant mn in XPAL and it was canceled without an email or phone call or any notification. Why this mn decided my order was fraudulent I have no idea. Y'all wont tell me. I used my real address that is exactly the same as my billing address. I tried to have the order reinitialized and was told that I have to reorder through the website.Desired Settlement: An apology, a discount and reinitialization of my order.

Business

Response:

Dear [redacted],

I am very sorry to hear about your experience and I understand your frustration. We at XPAL Power strive to achieve the ultimate customer service

experience, and always keep that idea and the customer in mind. While we work toward making the purchasing process very simple for the user,

it looks as though the order was flagged by our Verification Department. There are various reasons why an order can be flagged, but ultimately this

system is in place to protect the purchaser. We value the shopping experience of our customers and transaction security bolsters that experience.

While we are not able to release information as to why the order did not go through, once an order is voided, our system will not allow the order to be

processed. We invite you to place your order again and we appreciate your business. Please ensure that all required elements of the payment process

are correct. We are able to offer you a discount off your order, please enter the code [redacted] to discount the price down to $144.

Thank you so much for your patience and understanding with this situation.

Customer Service Manager

Review: I ordered a total of six power skins from this company during their Cyber Monday sale. After a lot of hassle and back and forth, I finally received all but one of my products and started to worry that the last one wouldn't arrive before Christmas. I dug up my emails to make sure I hadn't missed a shipping notification, and since I hadn't, I messaged the company with the order number asking where my product was. The company came back and informed me that there had been a billing issue so they voided the order. When I complained about this since I was never notified, I was told that they sent me an email and I just didn't answer. This is a blatantly falsehood, since I've kept every single piece of correspondence I've gotten from this company (including some for another customer that should never have gone to me in the first place!) and thoroughly checked my junk folder just to make sure it didn't go there by accident. For all I know, IF the company did send an email, they sent it to the lady whose emails came to me. Now it's two days before Christmas and I'm short one Christmas present through no fault of my own.Desired Settlement: I want my product, for the price I (tried to) pay for it, despite the fact that there is no way it can arrive on time for Christmas now. I do not feel that I should be penalized for the failures of the company, and I have already attempted to resolve it with the company directly with no success.

Business

Response:

Review: I purchased their Xpal Powerskin for my phone through Groupon. Within their documentation that came with the product and their website It states a one year limited warrantee. There is nothing saying unless you buy it through Groupon. They told me that the invoice from Groupon had written that there was a 90 day Warrantee. But they had included a card stating that if you signed up through there website they would activate the 1 year warrantee..

The Groupon invoice does not say that this replaces the 1 year warrantee it states that there is

"90 day warranty from Powerskin. Goods sold by Groupon Goods" The card in the box sys go to our website and activate your 1 year warrantee. nothing about except from Groupon or other online retailers.

They are refusing to honor their written promises.Desired Settlement: Fix or replace my Powerskin

Business

Response: