ZappySales

Andrew [redacted] at the ZippySales was a great help.
Very professional and strait forward. Looking forward to doing more business with them

I too made the mistake of ordering a rubbed bronze towel holder from [redacted]com which is a cover store front for Zappy Sales. They sent me a brass towel holder instead of bronze, even though the item number on the packing slip was correct. After sending pictures to prove it was brass and not bronze, they emailed a prepaid UPS return label and issued a replacement. The replacement, however, was also brass. When I emailed them again at two different addresses, along with another picture, as well as using their web return form, I was ignored. At that point I just wanted another prepaid return label for receiving the wrong merchandise yet a second time and a refund. I 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 72 hours of zero response from them I filed a dispute with my credit card company. Over 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 others. Even then, he still didn't send me a return label in response to my previous emails until after I spoke with him the following day. He 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 contrary.
A full 4 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 refund. I agree that this is the WORST customer service EVER and not only very unprofessional but extremely shady.
DO NOT ORDER FROM THIS SCAM STOREFRONT FOR ZAPPY SALES!
https://www.[redacted]com/

Great products, great customer service, and overall great experience.

Initial Business Response /* (1000, 6, 2015/10/15) */
The customer was upset due to the longer than usual lead time on this item. There were two main reasons why this order had taken as long as it did. 1) The customer lives in Canada and the package was coming from Michigan. Any package going to...

Canada from the US is considered international and thus more time is required. 2) 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 Michigan. This 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 email. Email tends to be a slower communication tool and there was a delay in the messages the customer and I were engaged in. We tried our hardest to get this taken care of in a timely manner but the customer was persistent in their anger.

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Hello,
We been in constant contact with the customer
We refunded customer on April 23 even before we were aware of...

this case, the issue with the refund taking longer than usual, [redacted] 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
[redacted]
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 $35 fee which was not explained), but it took over 2 months to resolve this issue. They 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 when. The [redacted] was not the big issue. However, 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 issue. The whole process took way too long. I 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 up. I was given two complete different sets of instructions for returning the product, one of the instructions came after my product was already received. I asked multiple times why this had happened with no explanation. I chose to file this complaint after several email attempts over a few weeks span and with no response I then filed the complaint. Maybe it was a coincidence that a few days after I filed I then received an email asking me what my [redacted] email was. I can not speak to the intent of the company, but I was worried that I would not receive my refund. I did thankfully and for whatever reason get MOST my money back. My 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% refund. My 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 $35. 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 with. My 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 nervous. I 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 call. All 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 [redacted] was the issue the whole time. At the very least I should have been informed if there was an issue. There were many issues prior to any [redacted] issue and I do not appreciate the response!

Initial Business Response /* (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
[redacted]

Had no problems.. Actually site is easy to use and I received the product and had no issues whatsoever.

Excellent service.
Love every expereince

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Rachel S[redacted]