ZappySales

Purchased an electrical item from Zappy Sales. It was the wrong part even though Zappy Sales said it was the replacement part for our stove. The item came and it was visually different then the item that we needed to be replaced. Called Zappy Sales and they said to send the item back. We sent the item back via USPS return receipt and the return receipt was stamped received by USPS on 6/26/23. I called Zappy Sales after we received the received notice and gave the sales person/clerk the tracking number and they were able to find that they did receive the item. It's been 2 months now and they sent me a notice saying they never received the item. After reading the reviews about the slow refund on the returns I consider those people lucky that they got a return.

ordered 2 items thru home essentials. received the items on 6/27/2021. the wrong color was sent out. I took a picture of the wrong color item the same day and sent it via e-mail. today is 8/13/2021 and I finally received an RMA# from zappy sales. Zappy did NOT include a prepaid return label! I replied to their e-mail that I was NOT going to pay for the return, it was Not my mistake. order#528000 RMA# CMA9806590

This customer initially contacted us saying that the item she had purchased was defectiveShe said it broke and her dog was injuredWe immediately went into action as we don't take claims such as this lightlyWe contacted the manufacturer and issued a return/refundThe manufacturer supplied a return label and had given us fair warning that this will be examined upon return to make sure no defects continue to be produced with this itemIf there were nor defects to be found, the cost of the return label would be deducted from the cost of the itemThe customer was notified of this and said she would still like to proceedWe then heard back from the manufacturer roughly business days laterThey went over the item with a fine tooth comb and provided pictures that show there was no defect whatsoeverThe plywood bottom of the item (which is used to secure the pet) was intactWhen we informed the customer of this she was outraged and then began to tell us that the item not necessarily defective but it just didn't wear right when it was being usedThe customers story went from "the item was defective" to "It just didn't wear right." We accepted the customers return and refunded her in full minus the cost of the return shipping label and a small restocking fee (all of which are located on our return policy.) When we asked the customer if she had read our return policy, the customer said she never bothered to read the return policy because she thought she was shopping on Zappos.We did everything we could to help the customer outWe went out out our way to make sure that this "defective item" was taken care of promptlyUnfortunately, the item was never defective and the return had to be issued within the confines of our return policyWe are happy to do whatever we can for the customer but at a certain point, the consumer needs to accept some portion of responsibility for their own actionsIf an item is not defective and you claim it is and the change your story when all is said and done, you must accept the responsibility for thatPleas let us know if there is anything else you need fro us Thank you,

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @zappysales.com We went ahead and refunded the customer in full Thanks ***

I too made the mistake of ordering a rubbed bronze towel holder from [redacted] com which is a cover store front for Zappy SalesThey sent me a brass towel holder instead of bronze, even though the item number on the packing slip was correctAfter sending pictures to prove it was brass and not bronze, they emailed a prepaid UPS return label and issued a replacementThe replacement, however, was also brassWhen I emailed them again at two different addresses, along with another picture, as well as using their web return form, I was ignoredAt that point I just wanted another prepaid return label for receiving the wrong merchandise yet a second time and a refundI shouldn't have to pay return shipping for their mistake or misrepresentation of the product on their website (their own picture was of a bronze-colored towel holder, not brass)When I looked for a contact phone number on their website to call, there wasn't any to be found! After hours of zero response from them I filed a dispute with my credit card companyOver a week after the dispute was filed, Andrew called me and left a voice message with the excuse that my emails must have gotten lost in all the othersEven then, he still didn't send me a return label in response to my previous emails until after I spoke with him the following dayHe finally sent me another prepaid return label, but not before telling me his distributor was adamant they had sent the correct towel holder, even though I had included another picture to the contraryA full weeks after the item was returned, I was still continuing the dispute with my credit card company because Zappy Sales did not acknowledge receipt of the item (I have proof of delivery) nor give me a refundI agree that this is the WORST customer service EVER and not only very unprofessional but extremely shadyDO NOT ORDER FROM THIS SCAM STOREFRONT FOR ZAPPY SALES! https://www[redacted] com/

Complaint: [redacted] I am rejecting this response because: I contact this business about the product that they sold me and send to my house with no Instruction manualI told then since day one that the product had a defective designI don't think I should be responsible to pay to return this product and also a restock feeAlso the costumer service is very unprofessionalAt the Revdex.com they have complains so farI want a full refund Sincerely, [redacted]

Had no problemsActually site is easy to use and I received the product and had no issues whatsoever

I haven't actually dealt with anyone at Zappy's yet, but my order just arrived (a Niagra toilet) and apparently they don't know how to pack delicate porcelain. The toilet bowl arrived in several pieces. I'm waiting for someone at Zappy's to get back to me.

This customer initially contacted us saying that the item she had purchased was defectiveShe said it broke and her dog was injuredWe immediately went into action as we don't take claims such as this lightlyWe contacted the manufacturer and issued a return/refundThe manufacturer supplied a
return label and had given us fair warning that this will be examined upon return to make sure no defects continue to be produced with this itemIf there were nor defects to be found, the cost of the return label would be deducted from the cost of the itemThe customer was notified of this and said she would still like to proceedWe then heard back from the manufacturer roughly business days laterThey went over the item with a fine tooth comb and provided pictures that show there was no defect whatsoeverThe plywood bottom of the item (which is used to secure the pet) was intactWhen we informed the customer of this she was outraged and then began to tell us that the item not necessarily defective but it just didn't wear right when it was being usedThe customers story went from "the item was defective" to "It just didn't wear right." We accepted the customers return and refunded her in full minus the cost of the return shipping label and a small restocking fee (all of which are located on our return policy.) When we asked the customer if she had read our return policy, the customer said she never bothered to read the return policy because she thought she was shopping on Zappos.We did everything we could to help the customer outWe went out out our way to make sure that this "defective item" was taken care of promptlyUnfortunately, the item was never defective and the return had to be issued within the confines of our return policyWe are happy to do whatever we can for the customer but at a certain point, the consumer needs to accept some portion of responsibility for their own actionsIf an item is not defective and you claim it is and the change your story when all is said and done, you must accept the responsibility for that.Pleas let us know if there is anything else you need fro us. Thank you,

I had a wonderful experience with Zappysales! They went out of their way to locate the item that I had been looking for and was even able to offer it to me at a discounted priceThey will have a returning customer with me!

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Hello,
We been in constant contact with the customer
We refunded customer on April even before we were aware of this
case, the issue with the refund taking longer than usual, *** refund expired and we had to use other methods to refunded the customer which we did and resolved this return situation
Hope this helps resulve this issue
Thanks
***
Initial Consumer Rebuttal /* (3000, 8, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My payment was refunded (minus a $fee which was not explained), but it took over months to resolve this issueThey were not responding to my contact efforts constantly (which is why I had to send so many) they did pick and chose what to respond to and whenThe *** was not the big issueHowever, I am sure that might have been something they had to deal with due to the amount of time that pasted from date of purchase, but I was never made aware of it being an issueThe whole process took way too longI was not properly updated with status along the way and the only reason I found out half as much as I did, was because I was consistent in my efforts to follow upI was given two complete different sets of instructions for returning the product, one of the instructions came after my product was already receivedI asked multiple times why this had happened with no explanationI chose to file this complaint after several email attempts over a few weeks span and with no response I then filed the complaintMaybe it was a coincidence that a few days after I filed I then received an email asking me what my *** email wasI can not speak to the intent of the company, but I was worried that I would not receive my refundI did thankfully and for whatever reason get MOST my money backMy complaint still stands that this process should have been handled in a more professional manner and that the time it took to get this return completely resolved was ridiculous! I do NOT think I should have been charged any amount and that I should have received my 100% refundMy product was in immaculate condition (the same as they sent it to me) and after all the waiting and run around they still charged me $I am sure this will be labeled as a restocking fee or some nonsense like that, but all and all I did not feel like I the customer was their main focus and that is not a quality I look for when deciding who to spend my hard earned money withMy last complaint would be the fact that you can NOT get a real live person on the phone or to return your call no matter how many messages you leave! That alone makes me nervousI left several messages with no return call ever (my only contact option was email)It is one of those numbers that always rings to a voice mail that informs you that they are currently busy assisting other customers and to leave a detailed message and they will return your callAll in all, my refund issue was resolved, but I do not accept the response from the business because they are twisting the truth and making it sound like *** was the issue the whole timeAt the very least I should have been informed if there was an issueThere were many issues prior to any *** issue and I do not appreciate the response!

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: ***
Contact Email: ***@zappysales.com
We sent a replacement July 13th
1ZXXXXXXXXXXXXXXXX

Initial Business Response /* (1000, 6, 2015/10/15) */
The customer was upset due to the longer than usual lead time on this itemThere were two main reasons why this order had taken as long as it did1) The customer lives in Canada and the package was coming from MichiganAny package
going to Canada from the US is considered international and thus more time is required2) The original address the customer provided us was marked as undeliverable by the shipping company (Tracking number CJXXXXXXXXXUS), and was returned back to the manufacturer in MichiganThis was brought to our attention after the fact and we immediately acted on it to get this package re shipped (Tracking number 1ZXXXXXXXXXXXXXXXX.) Additionally, The customer was unresponsive to any of my phone calls and I was forced to stay in contact via emailEmail tends to be a slower communication tool and there was a delay in the messages the customer and I were engaged inWe tried our hardest to get this taken care of in a timely manner but the customer was persistent in their anger

I ordered a sink and a vanity from Amazon and they were the vendor in April When the items did not arrive as promised by May, I contacted them to find out what happened They said it was because they sent me an email to confirm that I really want the items as they were special ordered items, will take weeks and there was no exchange/return I didn't get that email but since I really wanted the sink and vanity so I said fine, weeks it is then The order was placed directly with them on the May 13th I followed up with their Director of Sales in July and they said there was another delay, and that I should get it by September Well, it's September and guess what? There is another delay You've got to be kidding me How many delays can there be for goodness sake?? They put us in a bad position because the vanity/sink usually takes about weeks to order, and we keep telling ourselves that we'd rather wait another month then to wait another weeks If I knew they were going to come until October (new tentative date), I would've ordered it with another vendor back in July So, since I've placed an original order in April, there's no sink/vanity to show for our remodel bathroom yet I will make sure that I never buy from them ever again

This was refunded already even before this Revdex.com email ***

We refunded the customer already 43.71 on the [redacted] platform

I frequently purchase from Zappy Sales and have never had any issues. I've received great deals and my items always arrive on time. Whenever I've had questions, reps have been professional and responsive. Excellent experience so far!

Complaint: [redacted]
I am rejecting this response because:I contact this business about the product that they sold me and send to my house with no Instruction manual. I told then since day one that the product had a defective design. I don't think I should be responsible to pay to return this product and also a restock fee. Also the costumer service is very unprofessional. At the Revdex.com they have 6 complains so far. I want a full refund.
Sincerely,
[redacted]

This customer initially contacted us saying that the item she had purchased was defective. She said it broke and her dog was injured. We immediately went into action as we don't take claims such as this lightly. We contacted the manufacturer and issued a return/refund. The manufacturer supplied a...

return label and had given us fair warning that this will be examined upon return to make sure no defects continue to be produced with this item. If there were nor defects to be found, the cost of the return label would be deducted from the cost of the item. The customer was notified of this and said she would still like to proceed. We then heard back from the manufacturer roughly 10 business days later. They went over the item with a fine tooth comb and provided pictures that show there was no defect whatsoever. The plywood bottom of the item (which is used to secure the pet) was intact. When we informed the customer of this she was outraged and then began to tell us that the item not necessarily defective but it just didn't wear right when it was being used. The customers story went from "the item was defective" to "It just didn't wear right." We accepted the customers return and refunded her in full minus the cost of the return shipping label and a small restocking fee (all of which are located on our return policy.) When we asked the customer if she had read our return policy, the customer said she never bothered to read the return policy because she thought she was shopping on Zappos.We did everything we could to help the customer out. We went out out our way to make sure that this "defective item" was taken care of promptly. Unfortunately, the item was never defective and the return had to be issued within the confines of our return policy. We are happy to do whatever we can for the customer but at a certain point, the consumer needs to accept some portion of responsibility for their own actions. If an item is not defective and you claim it is and the change your story when all is said and done, you must accept the responsibility for that.
Pleas let us know if there is anything else you need fro us.
 
Thank you,

Complaint: [redacted]
I am rejecting this response because:
I contact this business about the product that they sold me and send to my house with no Instruction manual. I told then since day one that the product had a defective design. I don't think I should be responsible to pay to return this product and also a restock fee. Also the costumer service is very unprofessional. At the Revdex.com they have 6 complains so far. I want a full refund.
Sincerely,
[redacted]