Yelm Farm & Pet

This complaint was filed following an initial phone call in which [redacted] indicated the hoses she ordered leaked The complaint was filed on the same day that I received the phone call from [redacted] , without allowing me time to provide replacement parts [redacted] indicated that her hoses leaked and I stated that occasionally the hose fitting will appear to be leaking when the issue is actually related to the washers (the washer creates the seal needed to put pressure on the fitting.) I indicated that in the years we have sold the hose, only or times was there actually a defect in the manufacturing of the fitting and that the occasional call we received regarding leaking was usually related to the washer I offered to send replacement washers as the first remedy [redacted] and her husband asked that their money be returned or the hoses replaced I indicated that I could not return the money or replace the hoses without testing the fitting to determine whether it was defective In order to do that, I would need to have the hoses shipped back However, I felt that replacing the washers would most likely remedy the issue I received the complaint call on Friday the 9th, the same day [redacted] filed the report to the Revdex.com (unknown to me at the time.) On the 10th, I mailed the washers that I had promised I had not heard anything back following the delivery of the washers, so I assumed the hoses were working properly once the washers were installed I did not mean to be unwilling to compromise, I simply could not refund money or replace hoses without first testing the defective hoses And I felt that given our prior industry experience, the washers would remedy the leaking issue We have been in business years and our return rate is less than 1%, which is extremely low for the garden industry As of today, June 23rd, I have not heard back from [redacted] so I am assuming the washers corrected the problem If they did not, I would be happy to pay the shipping back so that we could examine the fittings for manufacturer defect and abide by the warranty accordingly Sincerely, Tammy

This complaint was filed following an initial phone call in which [redacted] indicated the hoses she ordered leaked.  The complaint was filed on the same day that I received the phone call from [redacted], without allowing me time to provide replacement parts.  [redacted] indicated that her...

hoses leaked and I stated that occasionally the hose fitting will appear to be leaking when the issue is actually related to the washers (the washer creates the seal needed to put pressure on the fitting.)  I indicated that in the 6 years we have sold the hose, only 1 or 2 times was there actually a defect in the manufacturing of the fitting and that the occasional call we received regarding leaking was usually related to the washer.  I offered to send replacement washers as the first remedy.  [redacted] and her husband asked that their money be returned or the hoses replaced.  I indicated that I could not return the money or replace the hoses without testing the fitting to determine whether it was defective.  In order to do that, I would need to have the hoses shipped back.  However, I felt that replacing the washers would most likely remedy the issue.  I received the complaint call on Friday  the 9th, the same day [redacted] filed the report to the Revdex.com (unknown to me at the time.)  On the 10th, I mailed the washers that I had promised.  I had not heard anything back following the delivery of the washers, so I assumed the hoses were working properly once the washers were installed.  I did not mean to be unwilling to compromise, I simply could not refund money or replace hoses without first testing the defective hoses.  And I felt that given our prior industry experience,  the washers would remedy the leaking issue.  We have been in business 25 years and our return rate is less than 1%, which is extremely low for the garden industry.  As of today, June 23rd, I have not heard back from [redacted] so I am assuming the washers corrected the problem.  If they did not, I would be happy to pay the shipping back so that we could examine the fittings for manufacturer defect and abide by the warranty accordingly.  Sincerely, Tammy