[redacted] Thank you for forwarding Mrs***’s complaint to me I received an email with pictures of a rusted caddy from Mrs [redacted] on 2/12/that she stated was purchased years ago, January Mrs [redacted] was under the impression that her caddy was rust proof and had a warranty against rust; it’s a metal caddy with a “rust-resistant” finish (as it stated in the description on her box when purchased) Because I miss-spoke by giving Mrs [redacted] incorrect warranty information I was willing to replace her caddy as a one-time courtesy even though our policy states that we can only offer replacements for all damaged/defective product within one year of purchase with proof of purchase and pictures of the defective/damaged product Upon submitting an order for her replacement I found that her model had been discontinued and had been for some time I immediately contacted Mrs [redacted] to let her know that her caddy was obsolete; therefore, I was not able to replace her caddy She then asked if I could give her something comparable to what she had and I explained to her that I was not able to do so; our policy also states “Replacements are not subject to upgrades and cannot be exchanged for another product” Mrs [redacted] did not agree with my response and because we no longer carry the shower caddy she has there was nothing else I could do with her issue Please let me know if you have any further questions Thank you,
Dear *** ***We are in receipt of your letter dated 4/13/16, ID # *** regarding our Titan Aluminum Curved shower Rod We take customer satisfaction very seriously and are deeply concerned with the complaints from Ms*** The complaints allege:•
class="Apple-tab-span"> advertising on the packaging• Poor quality• Concern that the rod will collapse The Titan Aluminum Tension Curved shower Rod, model # 35633RRevdex.com is a tension rod for the shower/bath enclosure; which means the customer does not have to permanently mount the curved rod to the wall and there are no tools required, e.ga drill, proper drill bits, hammer, screwdrivers, etc Our shower rod and its claim of “No tools” are in direct relation to not needing any tools for installation; therefore, the customer would not need to purchase tools or use their own tools during the installation of the rod Small allen “wrench” keys are included with the purchase to lock the end caps to the brackets and rodThis shower rod is tension mechanism which doesn’t require drilling or screws Our Aluminum Tension Curved shower rods have a wide distribution both retail and online; selling at Home Depot, Bed Bath and Beyond, Lowes and Amazon Customer satisfaction feedback on these products are very high We have a out of star rating on Amazon with over reviews People are satisfied with the quality and ease of installation We recognize that a defect could affect a unit in its manufacture which is why Ms*** contacted our Customer Service Department by phone on 4/1/stating she was having issues with the decorative covers end cap set screws; we sent her a new set Not hearing from her again after this one call, we felt the issue was resolved We would have kept working towards 100% product satisfaction had we known she was continuing to have issues We take the safety of our products very seriously Our tension curved shower rods are weight tested by an independent 3rd party, the Bureau Veritas Consumer Products Services (BVCPS), which is the world leader in testing, inspection and certification of products To date, we have never received a claim of collapse or injury We would like to offer Ms*** a comparable product or a full refund Please let me know if there is anything else you need to further process this claim Warmest regards, *** ***
*** *** *** *** *** ***
*** *** *** ***
Ms*** contacted our Customer Service Department on 5/9/via email stating her double curved rod had rusted; I replied to Ms*** telling her that I would be happy to assist her with her issue and because we do stand behind our products all damaged/defective products can be replaced within
their warranty period; however it is our company policy that all replacements require a receipt showing the purchase date and pictures of the damaged/defective product. We place all warranty information in our products, which Ms*** should have received when she purchased her rod and this information can also be found on our website at http://www.zenith-products.com/warranty. I understand that Ms*** is upset that our product failed to meet her expectations; however we do have a policy in place for all warranty claims. Please see the attached copy of our "Warranty Policy" or you may visit our website at http://www.zenith-products.com/warranty to view this informationIf you have any further questions, please let me know.
Thank you,
Customer Service Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint form only allowed me to attach the screen shot of the highly suspicious number they had to call for customer serviceI have included it here as wellAs you can see it is THEIR websiteI'm sure by now they scrambled to update it on lineI returned the garbage shower caddy and exchanged it for another brand, one that did not require me to use tools I DON'T HAVE in order to CUT METAL. As far as twisting the tubes to desired height, we tried that too, no dice, as the tubes would not stay in that position.POOR QUALITYSince their garbage product also pinched the skin on my hand as I stated before, I DID NOT THINK IT WAS SAFE TO USE ITFurthermore the caddy I got in exchange had filler tubes that you put inside the main pole in order to help adjust it to the height of your ceiling and those instructions had you measure height from tub ledge to ceiling and use hat measurement to determine what poles included in box to useZenith just gives you a caddy and lets you out on your own and expects everyone to cut the metal themselves using metal cutters that EVERYONE has laying around for just these occasionsPOOR INSTRUCTIONS
Zenith was probably too busy trying to cover themselves with the fake phone number issue to finish reading my complaint
[redacted] Thank you for forwarding Mrs[redacted]'s complaint to me.
"">I received an email with pictures of a rusted caddy from Mrs[redacted] on 2/12/that she stated was purchased years ago, January . Mrs[redacted] was under the impression that her caddy was rust proof and had a warranty against rust; it's a metal caddy with a "rust-resistant" finish (as it stated in the description on her box when purchased). Because I miss-spoke by giving Mrs[redacted] incorrect warranty information I was willing to replace her caddy as a one-time courtesy even though our policy states that we can only offer replacements for all damaged/defective product within one year of purchase with proof of purchase and pictures of the defective/damaged product. Upon submitting an order for her replacement I found that her model had been discontinued and had been for some time. I immediately contacted Mrs[redacted] to let her know that her caddy was obsolete; therefore, I was not able to replace her caddy. She then asked if I could give her something comparable to what she had and I explained to her that I was not able to do so; our policy also states "Replacements are not subject to upgrades and cannot be exchanged for another product". Mrs[redacted] did not agree with my response and because we no longer carry the shower caddy she has there was nothing else I could do with her issue Please let me know if you have any further questions Thank you,
[redacted] I’m sending this email to respond to your letter dated 1/5/16, complaint ID # [redacted] Ms. [redacted] never contacted us by phone or email in regards to her complaint. She stated that the replacement caddy she received was too long for...
her bathroom. Most of our pole caddies require cutting (cutting instructions included); however, we do have a few available with a cam rod mechanism that will allow the customer to twist the tube(s) to the desired height. Ms. [redacted] also stated that she called our 800 number and our voicemail told her we were closed on a business day. Ms. [redacted] stated in her complaint that she called on 1/1/16 which was New Year’s Day and our company was closed for the holiday. The voicemail stated the below: “You have reached Zenith Products, Customer Service. Our office will be closed Friday, January 1st for the holiday and will reopen on Monday, January 4th at 8AM to 5PM EST. If you are a consumer and need parts, please visit our website at www.Zenith-Products.com.” In addition to the above, she also stated that our website claims to have a 24/7 customer service line with a “highly suspicious phone number of, (555) 555-0123.” Please see a screen shot of our contact information taken directly from our website below. In closing, Ms. [redacted] may call us Monday through Friday between the hours of 8:30 AM to 5:00 PM for assistance with her caddy. Please let me know if I can supply you with additional information to assist you with this matter. Thank you,
[redacted]
The reason for this email is to address a letter of complaint I received from your office dated 6/5/2015; ID 10652045 for Ms. [redacted].
204);"> Ms. [redacted] called our Customer Service Department and initially spoke with one of our representatives [redacted] regarding her rod, model # 661NNSB. She explained to Pam that her rod started to rust/tarnish then Pam followed our policy (I’ve attached a copy of our policies for your reference) by asking her for pictures of the tarnished/rusted rod and proof of purchase. Ms. [redacted] stated she was not able to provide proof of purchase and because she was not able to provide proof of purchase Pam explained that she could not replace her rod. Ms. [redacted] then asked to speak with a supervisor and I then handled the call(s) moving forward. I again explained our policy to her and she became irate; she asked to speak with my manager who was away on business at the time but was later informed by me of her complaint. When Ms. [redacted] called back I explained to her that I spoke with my manager who was in a meeting at that time about the issue and in accordance with our policy we could not send out a replacement without proof of purchase. Ms. [redacted] became irate again using profanity this time which left me no other recourse but to end the call after explaining why. It is forbidden for any one of our customer service representatives, myself included to end a call with the exception of the use of profanity during a call. Please let me know if you have any further questions.
Good afternoon Ms. Kasey, My reason for this email is to state our position on a complaint made by Mr. [redacted]; ID # [redacted] Mr. [redacted] contacted our Customer Service Department via...
email on June 26, 2015 requesting a replacement rod for the one we’d previously replaced for him in September 2013 to replace the rod he originally purchased in the summer of 2012. I explained to Mr. [redacted], his rod was made of steel with a rust resistant finish and was not rust proof. I also explained to him that unfortunately, the warranty period for his rod had expired. Our policy states that we will replace any damaged or defective product within one year of purchase accompanied with proof of purchase and photos of the damaged or defective product (I have attached a copy of our policy for your reference). Although we no longer carry Mr. [redacted]’s model, we still currently make and sell steel rods. However, because we’re always launching new and innovative products, we’ve added aluminum rods to our inventory. Please let me know if you need further information or if you have any questions. Thank you,
[redacted] Thank you for forwarding Mrs***’s complaint to me I received an email with pictures of a rusted caddy from Mrs [redacted] on 2/12/that she stated was purchased years ago, January Mrs [redacted] was under the impression that her caddy was rust proof and had a warranty against rust; it’s a metal caddy with a “rust-resistant” finish (as it stated in the description on her box when purchased) Because I miss-spoke by giving Mrs [redacted] incorrect warranty information I was willing to replace her caddy as a one-time courtesy even though our policy states that we can only offer replacements for all damaged/defective product within one year of purchase with proof of purchase and pictures of the defective/damaged product Upon submitting an order for her replacement I found that her model had been discontinued and had been for some time I immediately contacted Mrs [redacted] to let her know that her caddy was obsolete; therefore, I was not able to replace her caddy She then asked if I could give her something comparable to what she had and I explained to her that I was not able to do so; our policy also states “Replacements are not subject to upgrades and cannot be exchanged for another product” Mrs [redacted] did not agree with my response and because we no longer carry the shower caddy she has there was nothing else I could do with her issue Please let me know if you have any further questions Thank you,
Dear *** ***We are in receipt of your letter dated 4/13/16, ID # *** regarding our Titan Aluminum Curved shower Rod We take customer satisfaction very seriously and are deeply concerned with the complaints from Ms*** The complaints allege:•
class="Apple-tab-span"> advertising on the packaging• Poor quality• Concern that the rod will collapse The Titan Aluminum Tension Curved shower Rod, model # 35633RRevdex.com is a tension rod for the shower/bath enclosure; which means the customer does not have to permanently mount the curved rod to the wall and there are no tools required, e.ga drill, proper drill bits, hammer, screwdrivers, etc Our shower rod and its claim of “No tools” are in direct relation to not needing any tools for installation; therefore, the customer would not need to purchase tools or use their own tools during the installation of the rod Small allen “wrench” keys are included with the purchase to lock the end caps to the brackets and rodThis shower rod is tension mechanism which doesn’t require drilling or screws Our Aluminum Tension Curved shower rods have a wide distribution both retail and online; selling at Home Depot, Bed Bath and Beyond, Lowes and Amazon Customer satisfaction feedback on these products are very high We have a out of star rating on Amazon with over reviews People are satisfied with the quality and ease of installation We recognize that a defect could affect a unit in its manufacture which is why Ms*** contacted our Customer Service Department by phone on 4/1/stating she was having issues with the decorative covers end cap set screws; we sent her a new set Not hearing from her again after this one call, we felt the issue was resolved We would have kept working towards 100% product satisfaction had we known she was continuing to have issues We take the safety of our products very seriously Our tension curved shower rods are weight tested by an independent 3rd party, the Bureau Veritas Consumer Products Services (BVCPS), which is the world leader in testing, inspection and certification of products To date, we have never received a claim of collapse or injury We would like to offer Ms*** a comparable product or a full refund Please let me know if there is anything else you need to further process this claim Warmest regards, *** ***
*** *** *** *** *** ***
*** *** *** ***
Ms*** contacted our Customer Service Department on 5/9/via email stating her double curved rod had rusted; I replied to Ms*** telling her that I would be happy to assist her with her issue and because we do stand behind our products all damaged/defective products can be replaced within
their warranty period; however it is our company policy that all replacements require a receipt showing the purchase date and pictures of the damaged/defective product. We place all warranty information in our products, which Ms*** should have received when she purchased her rod and this information can also be found on our website at http://www.zenith-products.com/warranty. I understand that Ms*** is upset that our product failed to meet her expectations; however we do have a policy in place for all warranty claims. Please see the attached copy of our "Warranty Policy" or you may visit our website at http://www.zenith-products.com/warranty to view this informationIf you have any further questions, please let me know.
Thank you,
Customer Service Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The complaint form only allowed me to attach the screen shot of the highly suspicious number they had to call for customer serviceI have included it here as wellAs you can see it is THEIR websiteI'm sure by now they scrambled to update it on lineI returned the garbage shower caddy and exchanged it for another brand, one that did not require me to use tools I DON'T HAVE in order to CUT METAL. As far as twisting the tubes to desired height, we tried that too, no dice, as the tubes would not stay in that position.POOR QUALITYSince their garbage product also pinched the skin on my hand as I stated before, I DID NOT THINK IT WAS SAFE TO USE ITFurthermore the caddy I got in exchange had filler tubes that you put inside the main pole in order to help adjust it to the height of your ceiling and those instructions had you measure height from tub ledge to ceiling and use hat measurement to determine what poles included in box to useZenith just gives you a caddy and lets you out on your own and expects everyone to cut the metal themselves using metal cutters that EVERYONE has laying around for just these occasionsPOOR INSTRUCTIONS
Zenith was probably too busy trying to cover themselves with the fake phone number issue to finish reading my complaint
[redacted] Thank you for forwarding Mrs[redacted]'s complaint to me.
"">I received an email with pictures of a rusted caddy from Mrs[redacted] on 2/12/that she stated was purchased years ago, January . Mrs[redacted] was under the impression that her caddy was rust proof and had a warranty against rust; it's a metal caddy with a "rust-resistant" finish (as it stated in the description on her box when purchased). Because I miss-spoke by giving Mrs[redacted] incorrect warranty information I was willing to replace her caddy as a one-time courtesy even though our policy states that we can only offer replacements for all damaged/defective product within one year of purchase with proof of purchase and pictures of the defective/damaged product. Upon submitting an order for her replacement I found that her model had been discontinued and had been for some time. I immediately contacted Mrs[redacted] to let her know that her caddy was obsolete; therefore, I was not able to replace her caddy. She then asked if I could give her something comparable to what she had and I explained to her that I was not able to do so; our policy also states "Replacements are not subject to upgrades and cannot be exchanged for another product". Mrs[redacted] did not agree with my response and because we no longer carry the shower caddy she has there was nothing else I could do with her issue Please let me know if you have any further questions Thank you,
[redacted] I’m sending this email to respond to your letter dated 1/5/16, complaint ID # [redacted] Ms. [redacted] never contacted us by phone or email in regards to her complaint. She stated that the replacement caddy she received was too long for...
her bathroom. Most of our pole caddies require cutting (cutting instructions included); however, we do have a few available with a cam rod mechanism that will allow the customer to twist the tube(s) to the desired height. Ms. [redacted] also stated that she called our 800 number and our voicemail told her we were closed on a business day. Ms. [redacted] stated in her complaint that she called on 1/1/16 which was New Year’s Day and our company was closed for the holiday. The voicemail stated the below: “You have reached Zenith Products, Customer Service. Our office will be closed Friday, January 1st for the holiday and will reopen on Monday, January 4th at 8AM to 5PM EST. If you are a consumer and need parts, please visit our website at www.Zenith-Products.com.” In addition to the above, she also stated that our website claims to have a 24/7 customer service line with a “highly suspicious phone number of, (555) 555-0123.” Please see a screen shot of our contact information taken directly from our website below. In closing, Ms. [redacted] may call us Monday through Friday between the hours of 8:30 AM to 5:00 PM for assistance with her caddy. Please let me know if I can supply you with additional information to assist you with this matter. Thank you,
[redacted]
The reason for this email is to address a letter of complaint I received from your office dated 6/5/2015; ID 10652045 for Ms. [redacted].
204);"> Ms. [redacted] called our Customer Service Department and initially spoke with one of our representatives [redacted] regarding her rod, model # 661NNSB. She explained to Pam that her rod started to rust/tarnish then Pam followed our policy (I’ve attached a copy of our policies for your reference) by asking her for pictures of the tarnished/rusted rod and proof of purchase. Ms. [redacted] stated she was not able to provide proof of purchase and because she was not able to provide proof of purchase Pam explained that she could not replace her rod. Ms. [redacted] then asked to speak with a supervisor and I then handled the call(s) moving forward. I again explained our policy to her and she became irate; she asked to speak with my manager who was away on business at the time but was later informed by me of her complaint. When Ms. [redacted] called back I explained to her that I spoke with my manager who was in a meeting at that time about the issue and in accordance with our policy we could not send out a replacement without proof of purchase. Ms. [redacted] became irate again using profanity this time which left me no other recourse but to end the call after explaining why. It is forbidden for any one of our customer service representatives, myself included to end a call with the exception of the use of profanity during a call. Please let me know if you have any further questions.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Good afternoon Ms. Kasey, My reason for this email is to state our position on a complaint made by Mr. [redacted]; ID # [redacted] Mr. [redacted] contacted our Customer Service Department via...
email on June 26, 2015 requesting a replacement rod for the one we’d previously replaced for him in September 2013 to replace the rod he originally purchased in the summer of 2012. I explained to Mr. [redacted], his rod was made of steel with a rust resistant finish and was not rust proof. I also explained to him that unfortunately, the warranty period for his rod had expired. Our policy states that we will replace any damaged or defective product within one year of purchase accompanied with proof of purchase and photos of the damaged or defective product (I have attached a copy of our policy for your reference). Although we no longer carry Mr. [redacted]’s model, we still currently make and sell steel rods. However, because we’re always launching new and innovative products, we’ve added aluminum rods to our inventory. Please let me know if you need further information or if you have any questions. Thank you,