Following is the link on our website pages that explain our shipping policy. ***
If the customer would like to send me the links to the advertising he saw elsewhere advertising free shipping on batteries, I'd be happy to have my IT department look into itMy direct email is ***
Thank you,
Upon recieving a pressure washer that was purchased from them, it was discoverd that the product had leaked oil out of it all over the inside of the productWhe I called them about the issue they immediatley went on the defensive and explained that it wasnt wasnt their problem before I could even request a resolutionI was not offered a replacement at that timeI then told them I wanted to return it and not recieve a replacement from them due to the way I was treated and the way they chose to handle the problemIt's beeen about days since *** picked it up and I have not been contacted by themI called and asked what the status was and was AGAIn told it was not thier problemI was briefly put on hold and then told that *** had lost the package and thier was nothing they could do
Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We do apologize for all the issue the customer has had with his DEK (4") *** Professional Duty Tow-Behind Chipper
ShredderWe have received approval to have this item picked up and returned to us for a full refund to the customerA member of our logistics team will be contacting the customer today to make those return arrangements at our expense
Initial Business Response /* (1000, 5, 2014/07/23) */
Contact Name and Title: *** ***, CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
Our customer placed their order for the dethatcher on May At that time, the item was on backorder with the
manufacturer until May On May we emailed the customer at the email they provided of ***@comcast.net to alert them of a new backorder date of July The item was, however, able to ship a little soonerIt shipped on June and delivered on July by Fed ExThe customer contacted us on July (days later) stating they had already bought what they needed from another source and needed to return the dethatcherWe do have a day return policy so returning it was not an issueWe sent them return instructions in accordance with our Return Policy where we state that the original outbound shipping costs will be deducted from the customer's refund and that the customer is responsible for sending the product back at their expenseA link to our Return Policy follows: http://www.mowersdirect.com/returns.php
At no time did the customer contact us to cancel this orderThe customer even states in their complaint to the Revdex.com that they had ordered this item from several businesses since it was out of stock everywhere, and every business sent them emails that the orders had been cancelledWe, of course, do not operate that way and just because the other retailers cancelled their order does not mean that we didIf we had, we would have notified the customer as suchIt became the customer's responsibility to contact us to cancel their order as we did our part in keeping them informed of the delay in shipping
I am sorry, but our Return Policy stands and the customer will receive a refund less the outbound shipping costs once the dethatcher is returned per our return instructions
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received any emails from them, and when they shipped it to us it was with free shipping at and now they want us to pay to ship it back to the company and they are going to discount our return amount the price of the shipping to usThis is not acceptableif they had required a signature and we had known it would be delivered, we would not have accepted it and we contacted them twice once in about days and once at days because we were on vacation when it was deliveredThe box is unopened, the only thing we did was take off the packing slip from the plastic to find out who sent itSo in short they are expecting us to pay close to dollars in shipping for something we didn't even wantWe have all emails from back to December and the only emails we have from them are the ones saying it was delivered and the ones telling us how to return it, so they would not have ended up in our spam mailbox
Final Business Response /* (4000, 9, 2014/07/23) */
I am sorry that the customer did not receive the emails we send to them notifying them of the additional shipping delays but it really does not make any sense that they would receive some of our emails but not the othersThe fact of the matter is that the customer DID NOT contact us to cancel their orderThey simply assumed it was cancelled because that is how other retailers they ordered from handled the orders
Our Return Policy states that the customer is responsible for all the shipping charges, even if the item ordered included "free shipping" as those charges are built into the price of the productWe would be willing to waive the outbound shipping costs we incurred to send this item to the customerOnce they have made the return per the instructions sent via email that they have confirmed they have, we will refund them $
Thank you
Consumer Response /* (3000, 19, 2014/08/26) */
This company agreed to refund us $149.99, which is what we paidWe also paid $of our own money to ship this unwanted item back to SunJoe, as orderedWe could have officially refused the shipment at no lossWe also contacted Comcast who looked through our emails for [email protected] and confirmed there were no emails from this company prior to our complaint (we are still awaiting a printed verification of this)However, 8/25/I received an email stating $will be refunded to us instead of the agreed upon $We just want the $promised us in the Revdex.com resolution
Business Response /* (4000, 21, 2014/08/26) */
Per our Return Policy the customer will receive a refund less the outbound shipping costsCost $- original FEDEX costs $= $net refund
An email was sent to the customer yesterday notifying them that credit of $was issued to the credit card listed on this order on August 25, Please allow 24-hours for posting
Ordered a sump pump form PED and paid $ Shipping was free but if returned, customer is responsible for shipping cost to return Received order and could see immediately that the pump was too large Never even opened the package Called 800# as instructed to get return/refund instructions Rude/curt customer service stated they would send an email with instructions Email shows credit of $if returned by 7/and possible restocking charge of 25% In other words, there is no free shipping Called back to question difference in refund that quoted Same customer service girl said we had to pay for the shipping charges to get it to us I said that wasn't free shipping and she said "we were just nice to ship it free but if you return you have to pay us back the shipping." I informed her we would never do business with that company again Rotten customer service and NO FREE SHIPPING
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
We have approved the customer's snow blower for return for a full refundWe are currently working with the customer to
arrange for the pick up and returnOnce that has been completed, we will process the customer's refund
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We are sorry that the customer did not read or understand our shipping policy that explains the item ships via Semi-Truck and
that delivery is considered Curb SideThe customer themselves states in their complaint that their street is a long dead end street and the semi truck can't turn aroundWhen a customer refuses to take delivery then the shipment is returned and our Return Policy is enforced
The customer will be receiving a refund in the amount of $1,The round trip shipping costs of $we incurred to ship this order will be deducted from the refundIt is also our understanding that the customer will receive reimbursement of the freight costs from Google Trusted Stores so they will be made whole and will be reimbursed fully
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our sincere apologies for any frustration or inconvenience you have felt due to issues you are having with your Cub Cadet mowerWe are actively working with the manufacturer and their service department to find an acceptable resolution to this issueIt is taking longer than we anticipated but
we did want you to know that we will continue to follow this issue and will keep you updated on any progress that is made until you are satisfied with the resolutionThank you for your continued patience
I purchased a bagger system from Mowers Direct for a mower used in my landscape companyThe package was missing the instruction, drive pulley, and all hardware required to assemble the productAfter numerous calls to the company, no one knew what was going on, or had a solutionVery rude customer service from the managers downPlease do not do business with this companyYou are also not able to write a review on their website to warn others of your misfortune!! Don't waste the time for your companyCall the manufacturer directly to get accessories
Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: Sherry *** CS Mgr
Contact Phone: ***
Contact Email: ***@pedstores.com
We do apologize to the customer as there was a unknown glitch in our credit processing on August We were not fully
made aware of this processing error until August As soon as the error was discovered, we reissued the credit to the customer for $He should see the credit back on his credit card within business days
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We were notified on 8/20/that the customer received his air compressor and it was damagedHe stated that the damage was notated on
freight companies logOur Return Policy states:
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrierIf you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goodsConcealed damage claims must be reported immediately
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fineIf you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is presentThis way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle
Obvious Damage
Do not sign for damaged productsIf your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you
Once we heard of the damage, we asked for photos to access the damage and determined that the unit could be repairedWe directed the customer to start the claim process with the carrier immediatelyTime is very crucial with freight claimsThe customer will need to contact an *** *** service provider to order parts and do the repairWe suggest he call *** at XXX-XXX-XXXX to obtain the name of the closest repair shop to himAll of the costs incurred by the customer should be submitted to the carrier for claim reimbursementThe customer did take photos so it is recommended he also send those to the carrier as part of the claim process
The customer or his representatives should have refused the shipment but failed to do so and now they much work with the carrier for reimbursement of any damage and labor
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Air Compressors direct has instruction to resolve issues which are not possible to executeA) Power Equipment Direct dba Air Compressors Direct (PED) contracted with the shipping company the shipping company is requiring Power Equipment Direct (with their account number) to contact and initiate the claim, B)Power Equipment Direct dba Air Compressors Direct has not responded to requests to contact the shipperC) They have given us their policy to refuse the shipment after the delivery was madeThis company has abandoned us and I believe it is by designI also believe they have deceitful business practicesWe, in good faith, purchased a new compressor, they drop shipped it from a manufacture to us and will not help in coordinating a claim
Final Business Response /* (4000, 9, 2014/08/26) */
The information the customer responded with is not accurateWe (PED) did not contract with the shipping company used to deliver the customer's orderThe manufacturer, ***, didSince we were not the shipper, we cannot file a claim on behalf of the customerWe do know from previous situations, that *** *** will not file a claim for a shipment that was signed for by a customer and will insist the customer do so following the instructions we have already provided to the customerIf the carrier in question is telling the customer that PED must contact them to file a claim, they are mistakenWe DO NOT have an account with this carrier and cannot file a claim of any kindIf the customer wants to pursue this with *** they can call them at XXX-XXX-XXXXBe sure to reference PO# PEDXXXXXX
The policy to refuse the shipment was posted on our website when the customer placed their order and when they submitted their order, they were agreeing to accept our policiesAll of our policies are located in the Contact Us Section of our website
Final Consumer Response /* (4200, 11, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This policy was not clear and this policy is different from most other forms of commerce which occur on the internetI believe they have an intent to deceiveThey have an IMPOSSIBLE POLICY TO RESOLVE damaged goods since we can not file a claim with the shipping company without themWe are bringing this to small claims in Orange County, CA
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We are sorry that the customer did not read or understand our shipping policy that explains the item ships via Semi-Truck
and that delivery is considered Curb SideThe customer themselves states in their complaint that their street is a long dead end street and the semi truck can't turn aroundWhen a customer refuses to take delivery then the shipment is returned and our Return Policy is enforced
The customer will be receiving a refund in the amount of $1,The round trip shipping costs of $we incurred to ship this order will be deducted from the refundIt is also our understanding that the customer will receive reimbursement of the freight costs from Google Trusted Stores so they will be made whole and will be reimbursed fully
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
The customer contacted us on 6/13/via telephone stating to our customer service rep that he ordered the wrong item and needed
to return itHe stated that is was never used and it was in the original packagingDuring that conversation, he never mentioned that the pump arrived damagedHad he done so, we would have filed a claim with the carrier, made arrangements to retrieve the pump and issued a full refund to the customerInstead, when he stated he ordered the wrong item we sent him our return instructions with included the statements that he would be responsible for the outbound shipping costs we incurred to ship the item to him as well as the cost to return the item to usWe also stated that we recommend he not only purchase insurance for the cost of the item, but also hang onto the tracking number as this would be his receipt of the return if it should get lost or damaged
The unit did arrive in damaged conditionWe took photos of the damage and sent those to the customer and advised him that we were not able to issue a refund to him but he could file a claim with the carrier he used to recoup the cost of the product if he took out insurance as we advised him to do
The customer is unwilling to do this, which makes us wonder if he failed to insure the return as instructedWe cannot file a claim for the customer on a package that he returned to usThat must be done by himIn addition, we cannot ethically file a claim on the original shipment from our company to him when he never mentioned the damage that he is now claiming
As long as the customer insured the returned package, he should have no problems getting paid on the claim
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I question the above companies practicesI wonder if they have found a way to fraud the customer and carriers out of money
The above company mentioned to me that they were getting so many returns that they had to tell customers to insure packages that were being returnedWhich the company gets paid full price for their neglect when sending a package out, plus adds expense to the customer for the return
Here are the simple facts:
- I ordered the wrong part
- called customer service(Which is a call that is recorded for quality control)
- reported the box was servilely damaged
- was charged $for shipping, plus what it cost to return the damaged box
- The company even sent a picture of the damaged box wrapped in duck tape because it showed up so destroyed(which I wrapped so it could be returned)
- If it wasn't for the above company neglect in packaging and ignorance in not knowing how to work their own recording system to hear that I did report the damageInstead they just read what the customer service agent wrote in the notes
Now refund my money
-
Final Business Response /* (4000, 9, 2014/06/25) */
The customer's reply is full of inaccuraciesFirst, our phone system does not state that calls are recordedWe do not record calls and therefore do not state that we doWe do however train our sales and customer service representatives to make a written entry every time a customer calls our offices and speaks with a representativeIt is part of our operating procedureWhen the customer called to ask for a return because he ordered the wrong item, no mention was made of damage to the productIf the customer had mentioned damage to the packaging or product, our representative would not have instructed the customer to make the return on his own, but would have made arrangements for our company to retrieve the item at no cost to the customerThat again is part of our operating procedureWe do not make customers pay for returns for damageWe also would have been able to file a claim with the carrier, but since we did not arrange the return, that is now up to the customer
The second inaccuracy is that the customer states he was told that we were getting so many returns that we had to tell customers to insure packages that were being returnedNothing could be further from the truthWe ask customers to insure their return to protect them from possible shipping damage or lossIf the customer insures the package they can then file a claim with the carrier and recoup their moneyWithout insuring the return, they are taking a chance
The final inaccuracy is the customer stating that we were somehow neglect in packaging the shipmentThe items we ship are sent from our warehouse in pristine, factory packaged shipping boxesIt is rare, but sometimes Fed Ex does mishandle and damage shipments, which is why we insure the packages for the shipment to the customer and ask them to do the same when they wish to make a return, excluding shipments damaged in route to the customerThe photos we took of the return were to show the customer what the package looked like upon return to usWe had no way to know that the customer taped the box up with duct tape due to shipping damage since he never mentioned prior shipping damage
I have a simple questionI wish to know if the customer took out insurance on this return? If he did, all he has to do is contact the carrier and file a claim for reimbursementIf he did not, then we cannot help that he did not follow our suggestion to insure his return
We cannot help this customer any further
Final Consumer Response /* (4200, 11, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's obvious that the company above will tell any lie and make excuses or point back to a policy they made up to protect their bottom line
Did I file insurance on the pump? I think we are skipping a few steps hereIt's not about the insurance, it's about a company that knew the box was damaged and neglected on receipt of shipmentDenies statements their personal made, didn't do their job correctly when reported and expects the customer to pay for their incompetence
The proof is in the picture they took to share with me that the box was wrapped many times and in horrible conditionThis is how it came from THEIR warehouse!!! BTW that is military grade duck tape, not something provided by UPS
I talked with *** *** he is the one that stated the reasoning for the insurance needed on a return is because they received so many damaged returnsThis way the carrier takes the cost of any damaged good and they don't absorb the cost
I have repeatedly made this company aware of its neglect in the package of the pump, the condition the pump arrived in and the incompetence of its employees
Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
As soon as the refused/damaged mower was returned to our warehouse in Illinois, the refund process was startedA claim
was filed with the carrier and the the customer's account was credited with a full refund in the amount of $We did notify him of this by email and asked that he please allow 24-hours for posting
Dear Revdex.com:
As more fully described in the original complaint filed with you, Power Equipment Direct has failed to provide quality product in a timely manner and consistently lacked appropriate customer service or follow up. As we no longer have any faith that Power Equipment Direct will provide our company with the HVAC equipment that was ordered and paid for nearly two months ago, it has become necessary to send back the entire order, and receive a refund of all amounts paid ($4,032). This solution is not optimal and has cost our company thousands of dollars in project delays. However, I have reviewed the response made by the business in reference to complaint ID *** and find the proposed resolution (of shipping back the entire order and receiving a full refund of $4,032) is satisfactory to me. The $4,refund should be processed by Power Equipment Direct no later than December 5, or we will be forced to file another complaint or seek to enforce this settlement agreement in a court of law
Sincerely,
*** ***, President
SIXJWS, LP
Complaint: ***
I am rejecting this response because: Not all of the required parts were received, only a fraction of the
correct parts were included in a box delivered Nov Power Equipment Direct has TWO days to get me the complete parts needed for the generator I orderedOr they can send me a new one
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
I am sorry, but our stance does not changeThe customer cannot return a gas powered piece of equipmentIf he feels the
item is not working properly, he will need to take the snow blower to an authorized *** service dealer for possible warranty workThe customer can call *** at (XXX) XXX-XXXX or visit their website to locate the nearest service dealer to his locationThat website is:
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this snow blower from Snow Blowers Direct, not from *** *** does not sell any of their own equipmentSo, my purchase relationship is with the vendor, Snow Blowers Direct onlyI did however contact some *** dealers within a reasonable distance from my location and the response from all was unanimousThey would not agree to repair a snow blower that was not purchased from their business
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the vendor, *** ***, is putting an unfair burden on me, the consumerThey marketed the snow blower to me via their website, and accepted my payment for purchase, but are leaving me with an inequitable burden to track down a repair business to which I am able to travelThe repair businesses in my vicinity have refused to accept warranty service for a new unit that they did not sell to me
Final Business Response /* (4000, 13, 2015/07/08) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
As we stated on June *** service dealers are independent business and can set their own rules as to what they will service, but it would be highly unlikely that all service dealers in the customer's area are refusing to offer warranty serviceIf that is the case, then the customer needs to call Toro at (XXX) XXX-XXXX to report thisPlease have the names of all service dealers you contacted so Toro can investigate this claimThey will assist the customer with locating a dealer that will work on his snow blowerOnce again, Toro is his best line of defense to line up service
Has the customer called *** since we recommended this step on June 30? If not, then there is nothing else I can do for him at this time*** will help him find a service center near him that can perform warranty work
We do apologize for the issues that Mr. [redacted] is experiencing with his [redacted] Lawn Mower. The order was placed and shipped on the same day, April 18. The freight carrier did load his mower onto the wrong truck, sending it toward Florida instead of Ohio. Once this was realized, it was turned...
around and delivered to the correct freight terminal on April 20. The customer made arrangements to pick up the mower at the freight terminal on April 21. We issued a $50 refund for this. Mr. [redacted] reported issues with his mower on April 24. Per our Return Policy, gas powered equipment cannot be returned but the customer must contact the manufacturer for warranty. The mower does carry a 3 year manufacturer warranty with [redacted]. A link to our Return Policy follows:https://www.mowersdirect.com/returns.phpThe customer did contact several service dealers but being at the height of spring mower season, most dealers did have a wait time of several weeks. We do understand that this is frustrating but unfortunately, we cannot force a service dealer to move one customer's inspection and repair in front of another. After much communication on the matter, we were finally able to get our [redacted] sales rep to personally contact the owner of the service dealer that would be handling the warranty and agree to move the mower to the front of the line. The mower was being picked up and taken to service. We will reimburse the customer for any out of pocket expense for this service with the presentation of a receipt. We are confident that the [redacted] dealer with make the necessary adjustments and/or repairs to get the mower back to the customer ASAP.Again, we are very sorry that this situation has escalated and apologize for any frustration caused.
It seems we are at a point where we will not be able to agree. We are providing the warranty information that the manufacturer has given us. They will not approve a return unless a service provider inspects the product. If repairable, they will fix. If not, they can provide documentation in writing and we can then proceed with a request to have this item deemed non-repairable and get approval for a return and refund for you. Until that happens, our hands are tied. I am sorry that we could not reach an agreement.
Complaint: [redacted]
I am rejecting this response because: they do not want to take responsibility for this. If you review the blogs about this company, they do not take responsibility for anything once the unit arrives. There have been rodent issues with this company before. This is not an isolated incident. I want them to accept return for this unit. It does not operate due to the chewed up wires. I want a complete refund and shipping costs incurred by them. Once again, rodents do not choose what item to deficate on and chew up the wires on. My driveway has cars, motorcycles, lawn mowers, mopeds. We have never had any kind of rodent decide to poop on anything and chew up the wires. It must have been a really smart rodent to choose the shiny, new lawn mower. You people are is if you believe that. Those rodents were trapped inside a warehouse, inside a truck and ate the wires from hunger and pooped on the machine because they had no where else to go. They didn't choose to specifically target the lawn mower and poop on it on a 50 ft driveway with many cars and mechanical things on it.
Sincerely,
[redacted]
Following is the link on our website pages that explain our shipping policy. ***
If the customer would like to send me the links to the advertising he saw elsewhere advertising free shipping on batteries, I'd be happy to have my IT department look into itMy direct email is ***
Thank you,
Upon recieving a pressure washer that was purchased from them, it was discoverd that the product had leaked oil out of it all over the inside of the productWhe I called them about the issue they immediatley went on the defensive and explained that it wasnt wasnt their problem before I could even request a resolutionI was not offered a replacement at that timeI then told them I wanted to return it and not recieve a replacement from them due to the way I was treated and the way they chose to handle the problemIt's beeen about days since *** picked it up and I have not been contacted by themI called and asked what the status was and was AGAIn told it was not thier problemI was briefly put on hold and then told that *** had lost the package and thier was nothing they could do
Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We do apologize for all the issue the customer has had with his DEK (4") *** Professional Duty Tow-Behind Chipper
ShredderWe have received approval to have this item picked up and returned to us for a full refund to the customerA member of our logistics team will be contacting the customer today to make those return arrangements at our expense
Initial Business Response /* (1000, 5, 2014/07/23) */
Contact Name and Title: *** ***, CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
Our customer placed their order for the dethatcher on May At that time, the item was on backorder with the
manufacturer until May On May we emailed the customer at the email they provided of ***@comcast.net to alert them of a new backorder date of July The item was, however, able to ship a little soonerIt shipped on June and delivered on July by Fed ExThe customer contacted us on July (days later) stating they had already bought what they needed from another source and needed to return the dethatcherWe do have a day return policy so returning it was not an issueWe sent them return instructions in accordance with our Return Policy where we state that the original outbound shipping costs will be deducted from the customer's refund and that the customer is responsible for sending the product back at their expenseA link to our Return Policy follows: http://www.mowersdirect.com/returns.php
At no time did the customer contact us to cancel this orderThe customer even states in their complaint to the Revdex.com that they had ordered this item from several businesses since it was out of stock everywhere, and every business sent them emails that the orders had been cancelledWe, of course, do not operate that way and just because the other retailers cancelled their order does not mean that we didIf we had, we would have notified the customer as suchIt became the customer's responsibility to contact us to cancel their order as we did our part in keeping them informed of the delay in shipping
I am sorry, but our Return Policy stands and the customer will receive a refund less the outbound shipping costs once the dethatcher is returned per our return instructions
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received any emails from them, and when they shipped it to us it was with free shipping at and now they want us to pay to ship it back to the company and they are going to discount our return amount the price of the shipping to usThis is not acceptableif they had required a signature and we had known it would be delivered, we would not have accepted it and we contacted them twice once in about days and once at days because we were on vacation when it was deliveredThe box is unopened, the only thing we did was take off the packing slip from the plastic to find out who sent itSo in short they are expecting us to pay close to dollars in shipping for something we didn't even wantWe have all emails from back to December and the only emails we have from them are the ones saying it was delivered and the ones telling us how to return it, so they would not have ended up in our spam mailbox
Final Business Response /* (4000, 9, 2014/07/23) */
I am sorry that the customer did not receive the emails we send to them notifying them of the additional shipping delays but it really does not make any sense that they would receive some of our emails but not the othersThe fact of the matter is that the customer DID NOT contact us to cancel their orderThey simply assumed it was cancelled because that is how other retailers they ordered from handled the orders
Our Return Policy states that the customer is responsible for all the shipping charges, even if the item ordered included "free shipping" as those charges are built into the price of the productWe would be willing to waive the outbound shipping costs we incurred to send this item to the customerOnce they have made the return per the instructions sent via email that they have confirmed they have, we will refund them $
Thank you
Consumer Response /* (3000, 19, 2014/08/26) */
This company agreed to refund us $149.99, which is what we paidWe also paid $of our own money to ship this unwanted item back to SunJoe, as orderedWe could have officially refused the shipment at no lossWe also contacted Comcast who looked through our emails for [email protected] and confirmed there were no emails from this company prior to our complaint (we are still awaiting a printed verification of this)However, 8/25/I received an email stating $will be refunded to us instead of the agreed upon $We just want the $promised us in the Revdex.com resolution
Business Response /* (4000, 21, 2014/08/26) */
Per our Return Policy the customer will receive a refund less the outbound shipping costsCost $- original FEDEX costs $= $net refund
An email was sent to the customer yesterday notifying them that credit of $was issued to the credit card listed on this order on August 25, Please allow 24-hours for posting
Ordered a sump pump form PED and paid $ Shipping was free but if returned, customer is responsible for shipping cost to return Received order and could see immediately that the pump was too large Never even opened the package Called 800# as instructed to get return/refund instructions Rude/curt customer service stated they would send an email with instructions Email shows credit of $if returned by 7/and possible restocking charge of 25% In other words, there is no free shipping Called back to question difference in refund that quoted Same customer service girl said we had to pay for the shipping charges to get it to us I said that wasn't free shipping and she said "we were just nice to ship it free but if you return you have to pay us back the shipping." I informed her we would never do business with that company again Rotten customer service and NO FREE SHIPPING
Initial Business Response /* (1000, 5, 2014/12/22) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
We have approved the customer's snow blower for return for a full refundWe are currently working with the customer to
arrange for the pick up and returnOnce that has been completed, we will process the customer's refund
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We are sorry that the customer did not read or understand our shipping policy that explains the item ships via Semi-Truck and
that delivery is considered Curb SideThe customer themselves states in their complaint that their street is a long dead end street and the semi truck can't turn aroundWhen a customer refuses to take delivery then the shipment is returned and our Return Policy is enforced
The customer will be receiving a refund in the amount of $1,The round trip shipping costs of $we incurred to ship this order will be deducted from the refundIt is also our understanding that the customer will receive reimbursement of the freight costs from Google Trusted Stores so they will be made whole and will be reimbursed fully
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our sincere apologies for any frustration or inconvenience you have felt due to issues you are having with your Cub Cadet mowerWe are actively working with the manufacturer and their service department to find an acceptable resolution to this issueIt is taking longer than we anticipated but
we did want you to know that we will continue to follow this issue and will keep you updated on any progress that is made until you are satisfied with the resolutionThank you for your continued patience
I purchased a bagger system from Mowers Direct for a mower used in my landscape companyThe package was missing the instruction, drive pulley, and all hardware required to assemble the productAfter numerous calls to the company, no one knew what was going on, or had a solutionVery rude customer service from the managers downPlease do not do business with this companyYou are also not able to write a review on their website to warn others of your misfortune!! Don't waste the time for your companyCall the manufacturer directly to get accessories
Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: Sherry *** CS Mgr
Contact Phone: ***
Contact Email: ***@pedstores.com
We do apologize to the customer as there was a unknown glitch in our credit processing on August We were not fully
made aware of this processing error until August As soon as the error was discovered, we reissued the credit to the customer for $He should see the credit back on his credit card within business days
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We were notified on 8/20/that the customer received his air compressor and it was damagedHe stated that the damage was notated on
freight companies logOur Return Policy states:
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrierIf you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goodsConcealed damage claims must be reported immediately
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fineIf you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is presentThis way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle
Obvious Damage
Do not sign for damaged productsIf your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you
Once we heard of the damage, we asked for photos to access the damage and determined that the unit could be repairedWe directed the customer to start the claim process with the carrier immediatelyTime is very crucial with freight claimsThe customer will need to contact an *** *** service provider to order parts and do the repairWe suggest he call *** at XXX-XXX-XXXX to obtain the name of the closest repair shop to himAll of the costs incurred by the customer should be submitted to the carrier for claim reimbursementThe customer did take photos so it is recommended he also send those to the carrier as part of the claim process
The customer or his representatives should have refused the shipment but failed to do so and now they much work with the carrier for reimbursement of any damage and labor
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Air Compressors direct has instruction to resolve issues which are not possible to executeA) Power Equipment Direct dba Air Compressors Direct (PED) contracted with the shipping company the shipping company is requiring Power Equipment Direct (with their account number) to contact and initiate the claim, B)Power Equipment Direct dba Air Compressors Direct has not responded to requests to contact the shipperC) They have given us their policy to refuse the shipment after the delivery was madeThis company has abandoned us and I believe it is by designI also believe they have deceitful business practicesWe, in good faith, purchased a new compressor, they drop shipped it from a manufacture to us and will not help in coordinating a claim
Final Business Response /* (4000, 9, 2014/08/26) */
The information the customer responded with is not accurateWe (PED) did not contract with the shipping company used to deliver the customer's orderThe manufacturer, ***, didSince we were not the shipper, we cannot file a claim on behalf of the customerWe do know from previous situations, that *** *** will not file a claim for a shipment that was signed for by a customer and will insist the customer do so following the instructions we have already provided to the customerIf the carrier in question is telling the customer that PED must contact them to file a claim, they are mistakenWe DO NOT have an account with this carrier and cannot file a claim of any kindIf the customer wants to pursue this with *** they can call them at XXX-XXX-XXXXBe sure to reference PO# PEDXXXXXX
The policy to refuse the shipment was posted on our website when the customer placed their order and when they submitted their order, they were agreeing to accept our policiesAll of our policies are located in the Contact Us Section of our website
Final Consumer Response /* (4200, 11, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This policy was not clear and this policy is different from most other forms of commerce which occur on the internetI believe they have an intent to deceiveThey have an IMPOSSIBLE POLICY TO RESOLVE damaged goods since we can not file a claim with the shipping company without themWe are bringing this to small claims in Orange County, CA
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We are sorry that the customer did not read or understand our shipping policy that explains the item ships via Semi-Truck
and that delivery is considered Curb SideThe customer themselves states in their complaint that their street is a long dead end street and the semi truck can't turn aroundWhen a customer refuses to take delivery then the shipment is returned and our Return Policy is enforced
The customer will be receiving a refund in the amount of $1,The round trip shipping costs of $we incurred to ship this order will be deducted from the refundIt is also our understanding that the customer will receive reimbursement of the freight costs from Google Trusted Stores so they will be made whole and will be reimbursed fully
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
The customer contacted us on 6/13/via telephone stating to our customer service rep that he ordered the wrong item and needed
to return itHe stated that is was never used and it was in the original packagingDuring that conversation, he never mentioned that the pump arrived damagedHad he done so, we would have filed a claim with the carrier, made arrangements to retrieve the pump and issued a full refund to the customerInstead, when he stated he ordered the wrong item we sent him our return instructions with included the statements that he would be responsible for the outbound shipping costs we incurred to ship the item to him as well as the cost to return the item to usWe also stated that we recommend he not only purchase insurance for the cost of the item, but also hang onto the tracking number as this would be his receipt of the return if it should get lost or damaged
The unit did arrive in damaged conditionWe took photos of the damage and sent those to the customer and advised him that we were not able to issue a refund to him but he could file a claim with the carrier he used to recoup the cost of the product if he took out insurance as we advised him to do
The customer is unwilling to do this, which makes us wonder if he failed to insure the return as instructedWe cannot file a claim for the customer on a package that he returned to usThat must be done by himIn addition, we cannot ethically file a claim on the original shipment from our company to him when he never mentioned the damage that he is now claiming
As long as the customer insured the returned package, he should have no problems getting paid on the claim
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I question the above companies practicesI wonder if they have found a way to fraud the customer and carriers out of money
The above company mentioned to me that they were getting so many returns that they had to tell customers to insure packages that were being returnedWhich the company gets paid full price for their neglect when sending a package out, plus adds expense to the customer for the return
Here are the simple facts:
- I ordered the wrong part
- called customer service(Which is a call that is recorded for quality control)
- reported the box was servilely damaged
- was charged $for shipping, plus what it cost to return the damaged box
- The company even sent a picture of the damaged box wrapped in duck tape because it showed up so destroyed(which I wrapped so it could be returned)
- If it wasn't for the above company neglect in packaging and ignorance in not knowing how to work their own recording system to hear that I did report the damageInstead they just read what the customer service agent wrote in the notes
Now refund my money
-
Final Business Response /* (4000, 9, 2014/06/25) */
The customer's reply is full of inaccuraciesFirst, our phone system does not state that calls are recordedWe do not record calls and therefore do not state that we doWe do however train our sales and customer service representatives to make a written entry every time a customer calls our offices and speaks with a representativeIt is part of our operating procedureWhen the customer called to ask for a return because he ordered the wrong item, no mention was made of damage to the productIf the customer had mentioned damage to the packaging or product, our representative would not have instructed the customer to make the return on his own, but would have made arrangements for our company to retrieve the item at no cost to the customerThat again is part of our operating procedureWe do not make customers pay for returns for damageWe also would have been able to file a claim with the carrier, but since we did not arrange the return, that is now up to the customer
The second inaccuracy is that the customer states he was told that we were getting so many returns that we had to tell customers to insure packages that were being returnedNothing could be further from the truthWe ask customers to insure their return to protect them from possible shipping damage or lossIf the customer insures the package they can then file a claim with the carrier and recoup their moneyWithout insuring the return, they are taking a chance
The final inaccuracy is the customer stating that we were somehow neglect in packaging the shipmentThe items we ship are sent from our warehouse in pristine, factory packaged shipping boxesIt is rare, but sometimes Fed Ex does mishandle and damage shipments, which is why we insure the packages for the shipment to the customer and ask them to do the same when they wish to make a return, excluding shipments damaged in route to the customerThe photos we took of the return were to show the customer what the package looked like upon return to usWe had no way to know that the customer taped the box up with duct tape due to shipping damage since he never mentioned prior shipping damage
I have a simple questionI wish to know if the customer took out insurance on this return? If he did, all he has to do is contact the carrier and file a claim for reimbursementIf he did not, then we cannot help that he did not follow our suggestion to insure his return
We cannot help this customer any further
Final Consumer Response /* (4200, 11, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's obvious that the company above will tell any lie and make excuses or point back to a policy they made up to protect their bottom line
Did I file insurance on the pump? I think we are skipping a few steps hereIt's not about the insurance, it's about a company that knew the box was damaged and neglected on receipt of shipmentDenies statements their personal made, didn't do their job correctly when reported and expects the customer to pay for their incompetence
The proof is in the picture they took to share with me that the box was wrapped many times and in horrible conditionThis is how it came from THEIR warehouse!!! BTW that is military grade duck tape, not something provided by UPS
I talked with *** *** he is the one that stated the reasoning for the insurance needed on a return is because they received so many damaged returnsThis way the carrier takes the cost of any damaged good and they don't absorb the cost
I have repeatedly made this company aware of its neglect in the package of the pump, the condition the pump arrived in and the incompetence of its employees
Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
As soon as the refused/damaged mower was returned to our warehouse in Illinois, the refund process was startedA claim
was filed with the carrier and the the customer's account was credited with a full refund in the amount of $We did notify him of this by email and asked that he please allow 24-hours for posting
Dear Revdex.com:
As more fully described in the original complaint filed with you, Power Equipment Direct has failed to provide quality product in a timely manner and consistently lacked appropriate customer service or follow up. As we no longer have any faith that Power Equipment Direct will provide our company with the HVAC equipment that was ordered and paid for nearly two months ago, it has become necessary to send back the entire order, and receive a refund of all amounts paid ($4,032). This solution is not optimal and has cost our company thousands of dollars in project delays. However, I have reviewed the response made by the business in reference to complaint ID *** and find the proposed resolution (of shipping back the entire order and receiving a full refund of $4,032) is satisfactory to me. The $4,refund should be processed by Power Equipment Direct no later than December 5, or we will be forced to file another complaint or seek to enforce this settlement agreement in a court of law
Sincerely,
*** ***, President
SIXJWS, LP
Complaint: ***
I am rejecting this response because: Not all of the required parts were received, only a fraction of the
correct parts were included in a box delivered Nov Power Equipment Direct has TWO days to get me the complete parts needed for the generator I orderedOr they can send me a new one
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
I am sorry, but our stance does not changeThe customer cannot return a gas powered piece of equipmentIf he feels the
item is not working properly, he will need to take the snow blower to an authorized *** service dealer for possible warranty workThe customer can call *** at (XXX) XXX-XXXX or visit their website to locate the nearest service dealer to his locationThat website is:
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this snow blower from Snow Blowers Direct, not from *** *** does not sell any of their own equipmentSo, my purchase relationship is with the vendor, Snow Blowers Direct onlyI did however contact some *** dealers within a reasonable distance from my location and the response from all was unanimousThey would not agree to repair a snow blower that was not purchased from their business
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the vendor, *** ***, is putting an unfair burden on me, the consumerThey marketed the snow blower to me via their website, and accepted my payment for purchase, but are leaving me with an inequitable burden to track down a repair business to which I am able to travelThe repair businesses in my vicinity have refused to accept warranty service for a new unit that they did not sell to me
Final Business Response /* (4000, 13, 2015/07/08) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
As we stated on June *** service dealers are independent business and can set their own rules as to what they will service, but it would be highly unlikely that all service dealers in the customer's area are refusing to offer warranty serviceIf that is the case, then the customer needs to call Toro at (XXX) XXX-XXXX to report thisPlease have the names of all service dealers you contacted so Toro can investigate this claimThey will assist the customer with locating a dealer that will work on his snow blowerOnce again, Toro is his best line of defense to line up service
Has the customer called *** since we recommended this step on June 30? If not, then there is nothing else I can do for him at this time*** will help him find a service center near him that can perform warranty work
We do apologize for the issues that Mr. [redacted] is experiencing with his [redacted] Lawn Mower. The order was placed and shipped on the same day, April 18. The freight carrier did load his mower onto the wrong truck, sending it toward Florida instead of Ohio. Once this was realized, it was turned...
around and delivered to the correct freight terminal on April 20. The customer made arrangements to pick up the mower at the freight terminal on April 21. We issued a $50 refund for this. Mr. [redacted] reported issues with his mower on April 24. Per our Return Policy, gas powered equipment cannot be returned but the customer must contact the manufacturer for warranty. The mower does carry a 3 year manufacturer warranty with [redacted]. A link to our Return Policy follows:https://www.mowersdirect.com/returns.phpThe customer did contact several service dealers but being at the height of spring mower season, most dealers did have a wait time of several weeks. We do understand that this is frustrating but unfortunately, we cannot force a service dealer to move one customer's inspection and repair in front of another. After much communication on the matter, we were finally able to get our [redacted] sales rep to personally contact the owner of the service dealer that would be handling the warranty and agree to move the mower to the front of the line. The mower was being picked up and taken to service. We will reimburse the customer for any out of pocket expense for this service with the presentation of a receipt. We are confident that the [redacted] dealer with make the necessary adjustments and/or repairs to get the mower back to the customer ASAP.Again, we are very sorry that this situation has escalated and apologize for any frustration caused.
It seems we are at a point where we will not be able to agree. We are providing the warranty information that the manufacturer has given us. They will not approve a return unless a service provider inspects the product. If repairable, they will fix. If not, they can provide documentation in writing and we can then proceed with a request to have this item deemed non-repairable and get approval for a return and refund for you. Until that happens, our hands are tied. I am sorry that we could not reach an agreement.
Complaint: [redacted]
s if you believe that. Those rodents were trapped inside a warehouse, inside a truck and ate the wires from hunger and pooped on the machine because they had no where else to go. They didn't choose to specifically target the lawn mower and poop on it on a 50 ft driveway with many cars and mechanical things on it.
I am rejecting this response because: they do not want to take responsibility for this. If you review the blogs about this company, they do not take responsibility for anything once the unit arrives. There have been rodent issues with this company before. This is not an isolated incident. I want them to accept return for this unit. It does not operate due to the chewed up wires. I want a complete refund and shipping costs incurred by them. Once again, rodents do not choose what item to deficate on and chew up the wires on. My driveway has cars, motorcycles, lawn mowers, mopeds. We have never had any kind of rodent decide to poop on anything and chew up the wires. It must have been a really smart rodent to choose the shiny, new lawn mower. You people are i
Sincerely,
[redacted]