Providence Cleaners

Initial Business Response / [redacted] (1000, 5, 2016/12/05) */ We apologize for any confusionThis item was not listed as "in stock" at the time of the orderAll "in stock" items on our site are listed as "In Stock and Ready To Ship"This was a brand new product that hadn't even begun shipping yet from the manufacturerPre-orders were being taken to reserve a place in the queue The upgraded shipping that was paid for is for a quicker shipping transit time at the time of shipment, not a faster processing timeWe are still awaiting out first shipment of the newer "version" of this item from the manufacturerTherefore, this extra shipping charge can still be refunded and the item downgraded to Free Economy Shipping, if desiredLikewise, the pre-order can still be canceled and refunded as well I am unsure why communications are not being received from usPerhaps they are lost in a spam/junk folderBut in addition to stock status being listed on the product page and in the shopping cart during checkout, we also emailed product availability updates on November 16th and again on November 25th We shall reach out to determine how the customer wishes to proceed

Initial Business Response /* (1000, 5, 2015/10/01) */
I believe this was a misunderstandingThe item had been on backorder and the manufacturer had pushed back the ETA date a few times alreadyWe simply didn't want to over-promise yet another date until we physically had the item in stock
We
offered to cancel as a professional courtesy, not because we were happy about doing soWe should have communicated the status better on our endIt was discovered that our automated order update emails were not being sent on this orderStill unsure why, but we are researching it
We have since spoken with the customer, apologized, and his order has shippedHe simply wanted better communication, and he was deserving of such
I believe this matter is resolved, but if not, please let me know if there are any other questions or concerns
Respectfully,
Chris W
Planet DJ

Initial Business Response /* (1000, 5, 2017/02/07) */
Customer ordered a Behringer MPA40BT All-in-One Portable 40-Watt PA System on our website. Stock status showed, "Not In Stock, But We'll Order It In For You. This item is not in stock, but can usually be back in our warehouse within 4 to 10...

days, depending upon stock levels at Behringer." (https://www.planetdj.com/behringer-mpa40bt)
We reached out to the customer to inform him that we did have the Behringer MPA40BT-PRO All-in-One Portable 40-Watt PA System in stock instead and ready for immediate shipment. The only difference between the two items is the PRO version adds a retractable handle and wheels. The customer agreed. (https://www.planetdj.com/behringer-mpa40btpro)
I have no idea what the customer is referring to regarding "a note the system sound quality would not be able to keep the quality, they did not mentioned this before, it was in the paper work."
Once the product was returned, it was tested and no issue was found, including with music disappearing when the microphone was used. The manager even wondered if some form of clip limiter may have been activated to protect the unit from being over-driven, but he couldn't even get the music to decrease at all, let alone disappear altogether. The Returns Manager even showed myself and the owner of the company that no issue was to be found.
Per the Return Policy that the customer agreed to at the time of purchase and that was also emailed to the customer along with his Return Authorization Instructions, "Products returned as defective or dead on arrival, but which after inspection are found not to be defective, are subject to a minimum 20% handling charge and the customer will be fully responsible for all shipping costs, including return labels sent for items."
In this matter, no prepaid return label was sent, but outbound shipping charges of $87.24 were non-refundable. In addition, the customer was charged a $46.00 restock fee (25%) for returning the item with excessive writing on the product box, as listed under the Restock Fees in our Return Policy. Had the customer not have written his personal address and RMA # all over the outside of the box this could have been slightly reduced.
Company Return Policy: https://www.planetdj.com/returns
Initial Consumer Rebuttal /* (3000, 7, 2017/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I'm not satisfied, I was never told that the item would lose quality if other pieces of equipment were attached, and with only the mike that came with the item the quality of the audio almost disappear. I found out of the problem when I saw a note in the instructions. Furthermore they charged me 46.00 dollars for restocking, they had the item that they proposed on hand, why restocking.
Final Business Response /* (4000, 9, 2017/02/13) */
[redacted],
You were not told that the item would lose quality if other pieces of equipment were attached because this isn't the case. And even testing the unit you returned, we cannot reproduce the issue. I'd be happy to upload a video of the unit as it is being tested for confirmation. What "note in the instructions" are you referring to?
Our restock fees were listed and agreed to when the order was placed, and they were also sent again along with the Return Merchandise Authorization. In both cases, it lists what to do to minimize restock fees on a return. The minimum restock fee would have been 15% for returning opened merchandise. In this case, it was increased to 25% because both your return address and the RMA# were written on the product box in large text.
As listed in the returns information, "All non-defective merchandise returned in opened, 'not new' condition, or showing excessive wear, or with missing contents or packaging, or with the return address or other writing on the product box, or with the product box taped closed with duct tape, will incur a minimum 25% restock fee (as determined by our cost of replacing missing items, including a processing fee for this labor-intensive process) or even have the RMA revoked and/or the item refused, at our sole discretion."
Nobody (including us) likes restock fees, but when the return instructions aren't followed, we aren't left with much choice. This item now needs to be re-marketed as an open-box customer return.

Initial Business Response /* (1000, 5, 2016/12/05) */
We apologize for any confusion. This item was not listed as "in stock" at the time of the order. All "in stock" items on our site are listed as "In Stock and Ready To Ship". This was a brand new product that hadn't even begun shipping yet from...

the manufacturer. Pre-orders were being taken to reserve a place in the queue.
The upgraded shipping that was paid for is for a quicker shipping transit time at the time of shipment, not a faster processing time. We are still awaiting out first shipment of the newer "3.0 version" of this item from the manufacturer. Therefore, this extra shipping charge can still be refunded and the item downgraded to Free Economy Shipping, if desired. Likewise, the pre-order can still be canceled and refunded as well.
I am unsure why communications are not being received from us. Perhaps they are lost in a spam/junk folder. But in addition to stock status being listed on the product page and in the shopping cart during checkout, we also emailed product availability updates on November 16th and again on November 25th.
We shall reach out to determine how the customer wishes to proceed.