Thank you for writingWe ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar storesThis is common and consumers save as a resultConsumers get products sooner and less expensively
Returns are therefore
routed strategically; usually items get returned from where they cameIf you would feel more comfortable returning items to our to our main distribution warehouse, you mayPlease simply ask to so we can note your return accordinglyAlso, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it
Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm
You are asked to read this prior to checkout and agree to it as you haveReturn shipping fees and a restock fees are commonWe do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as***,***, and*** for transporting goods to and from youRestock fees help to absorb the cost of handling, packaging, and repackaging your goodsThese are all real and recognizable costs associated with your returnReturns are not profitable
I tried calling you direct this afternoon to resolve the issueYou are welcome to call me direct to discuss
In the interest of good customer service, I suggest we waive the restock fee as a courtesyReturning the merchandise and the cost of, however, will remain your responsibility
Please advise if these terms are acceptable so that we may process your return accordinglyFurther, please advise where you'd prefer shipping your return
Respectfully,
*** *** *** *** *** *** **
Revdex.com:
I have reviewed the offer 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,
Problem was resolved immediately with a phone call and shipment of order. This order was to ship direct from the manufacturer; it is a custom item and built to order. Unfortunately, the manufacturer dropped the ball so to speak and did not ship quickly. It is unfortunate that there was an...
unforeseen delay, however the problem has been corrected and we apologize for the inconvenience caused.
Horrible customer service! Solar post came defective, had to pay to ship them back. Originally only credited for half of the charge minus restocking fee AFTER waiting for two months. Disputed charge with my credit card and received the other half minus restocking fees. Ended up losing out on the return ship as well as 15%restocking fee of DEFECTIVE parts which can not be sold. So, I'm out approx $80 between shipping them back and the restocking fee for absolutely NOTHING. I do not recommend at all. Buyers beware!
Seriously lacking in customer service. No mention is given prior to sale that items are back ordered. Email correspondence assures you that you will receive the items soon, only to find out you won't. Ordered Fence materials on May 16, 2016 and will not receive until June 7, 2016. Just bad at what they do. Never again.
[redacted],
Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support.
Some of our products are built upon order. Custom covers like yours are custom stitched and currently take 2-3 weeks to ship. It...
does take UPS/FedEx 4-5 days to carry a product from the east coast to the west coast. I have reviewed correspondence with one of our representatives dated near your order date quoting lead time. I also see some current correspondence concurrent attempting to solve your dilemma.
The cover you had ordered is indeed tarp-like. It is similar material to that used on our portable car ports. Although it is a cost effective and efficient way to provide shelter, it certainly isn't indestructible. High winds can cause damage. Interestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawed. If it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds.
We regret this order for a cover did not work out well for either of us. We will issue a full credit in the interest of good customer support immediately. We wish you good luck in finding a better product which meets your needs.
Sincerely,
HooverFence.com
Thank you for writingWe ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar storesThis is common and consumers save as a resultConsumers get products sooner and less expensively
Returns are therefore
routed strategically; usually items get returned from where they cameIf you would feel more comfortable returning items to our to our main distribution warehouse, you mayPlease simply ask to so we can note your return accordinglyAlso, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it
Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm
You are asked to read this prior to checkout and agree to it as you haveReturn shipping fees and a restock fees are commonWe do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as***,***, and*** for transporting goods to and from youRestock fees help to absorb the cost of handling, packaging, and repackaging your goodsThese are all real and recognizable costs associated with your returnReturns are not profitable
I tried calling you direct this afternoon to resolve the issueYou are welcome to call me direct to discuss
In the interest of good customer service, I suggest we waive the restock fee as a courtesyReturning the merchandise and the cost of, however, will remain your responsibility
Please advise if these terms are acceptable so that we may process your return accordinglyFurther, please advise where you'd prefer shipping your return
Respectfully,
*** *** *** *** *** *** **
Revdex.com:
I have reviewed the offer 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]
Problem was resolved immediately with a phone call and shipment of order. This order was to ship direct from the manufacturer; it is a custom item and built to order. Unfortunately, the manufacturer dropped the ball so to speak and did not ship quickly. It is unfortunate that there was an...
unforeseen delay, however the problem has been corrected and we apologize for the inconvenience caused.
Horrible customer service! Solar post came defective, had to pay to ship them back. Originally only credited for half of the charge minus restocking fee AFTER waiting for two months. Disputed charge with my credit card and received the other half minus restocking fees. Ended up losing out on the return ship as well as 15%restocking fee of DEFECTIVE parts which can not be sold. So, I'm out approx $80 between shipping them back and the restocking fee for absolutely NOTHING. I do not recommend at all. Buyers beware!
Seriously lacking in customer service. No mention is given prior to sale that items are back ordered. Email correspondence assures you that you will receive the items soon, only to find out you won't. Ordered Fence materials on May 16, 2016 and will not receive until June 7, 2016. Just bad at what they do. Never again.
[redacted],
Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support.
Some of our products are built upon order. Custom covers like yours are custom stitched and currently take 2-3 weeks to ship. It...
does take UPS/FedEx 4-5 days to carry a product from the east coast to the west coast. I have reviewed correspondence with one of our representatives dated near your order date quoting lead time. I also see some current correspondence concurrent attempting to solve your dilemma.
The cover you had ordered is indeed tarp-like. It is similar material to that used on our portable car ports. Although it is a cost effective and efficient way to provide shelter, it certainly isn't indestructible. High winds can cause damage. Interestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawed. If it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds.
We regret this order for a cover did not work out well for either of us. We will issue a full credit in the interest of good customer support immediately. We wish you good luck in finding a better product which meets your needs.
Sincerely,
HooverFence.com