Ahuva.com

Attached is the correspondance of our company with customer. We think the correspondance is clear and speaks for itself.  We responded quickly to customer complaint, apologized for the date being missed even though it wasn't ordered with a required date nor with rush shipping options for us to...

know. Nonetheless, we offered full refund and customer was simply asked to reject the package so it can be returned to us - the sender at no cost and fully refunded. The customer did not comply, and hurled excuses why, when she simply needed to refuse acceptance. She just couldn't do that. Customer then keeps the tallit without return and demands refund immediately. Apparently, customer has issues following store policy and procedure for return. We are an easy company to work with - all customers are asked is to follow instructions and they are satisfied 100% of the time. The customer's further vendetta to post on [redacted] complaint is appalling as is this uneccessary complaint. To date, customer has kept tallit unpaid for. That's theft.

We refunded the customer the same day in full and notified her as such. So this is completely false. Attached proof. 
We provided on time delivery guarantee or full refund. Customer received full refund even after we shipped then slanders us online...

? Attached is our email proof which clearly shows how polite and patient we were in the face of threats, refusal to pay , slander, now lies. 
We guaranteed on time delivery as promised and requested only $12. Customer agreed but never remitted payment as promised. Then customer changed her mind and did not want to pay for shipping. We explained it was not shipped earlier due to Jewish holidays but she kept complaining it was enough time.So we politely explained it again so she felt it was condesending. To avoid delays, we shipped it out nonetheless. 
Suddenly, the customer demanded refund after we shipped.. We explained it was shipped. She didn't care. So we 'caught the package' and FULLY REFUNDED SAME DAY OCT *. Throughout,  the customer has been slandering us online and threatened us. As you can see we not only guaranteed on time and did ship, we pulled the package and refunded fully ! Now the customer lies we refused to refund ???

We shipped this order exactly as described online. When it arrived broken, we offered to replace it with a new one at no charge as per our policy. Customer refused. We then went beyond protocol and offered a different menorah of choice free of charge. Customer chose a more expensive one and we...

shipped that too, beyond our call of duty - no questions asked. Customer claimed this one too arrived broken , and just resolved to let it be. So we left it at that and provided customer a courtesy coupon code. To our surprise, this complaint surfaced. As a side note: Per our return policy seasonable items are non returnable & broken items replaced at no charge. We gave no run around , we simply stated it was shipped regular air mail and not express since that was the shipping option customer paid initially. We honor our policy, yet customer reads only the portion of policy she wants, ignoring our replacement policy for a damaged item. I don't know what 'different emails' from different people' was received since I am the only customer service rep and reviewed ALL emails which is consistent with above. We responded promptly usually same day to all emails. In any case, we stand to honor our policy and beyond and re-ship even a 3rd one totally free on our account if customer agrees to remove this complaint. I don't think any company in our industry would offer that. Let us knowSincerely ahuva.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I have received a new menorah. Unbroken.  Happy to close this complaint.
Sincerely,
[redacted]

Please return the prayer shawl that arrived on time and we'll refund your order as a full company courtesy. Please send us the tracking number for return. Contact us via email to [redacted] for our address and reference your order ID missing in your response. 
Close this complaint so we can proceed with your return and refund. 
Thank You.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The item that was ordered in January was a prayer shawl for a Bar Mitzvah.  I was told that I would receive the item 3 weeks after it was ordered.  After repeated attempts to contact the company with no response I was forced to order an additional prayer shawl from a different company.  I have now paid for 2 prayer shawls.  In addition the prayer shawl ordered from this company was missing 2 items (a head covering and clips) and still have not been sent.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

No satisfaction rating due to no satisfaction at all. Perhaps just getting the order in the mail rates a one star?
This was a simple order of iron on labels from AHUVA. The labels arrived promptly, however no instructions were included. On to customer service, I spoke with a rep who was abrupt and abrasive. No solution there. He informed me the instructions were online.
After following the instructions with many attempts, the label did not adhere to the garment instead stuck to the bottom of the iron.
In my frustration, I handed over this task to another person, thinking I was doing something wrong. Did not work for her either.
My order is #3025 in the amount of $66.35. I expect a full refund and will return the rest of the two pages of unused labels.
I should have read the reviews on your company, however unfortunately, now I have learned from experience.

Judy Taft

Review: Ordered a Menorah. Took several weeks to arrive and it was broken. It was plastic and I wanted to return it and they said there was no way to return it and to glue the item back together. Or, I could choose another item. I chose a metal menorah and it was extra so I paid $25 on top of my $100 already spent for the plastic one. I did not know the first one was plastic. I was told it would be shipping soon and it took weeks to get. Box was torn open at the corners and the box was very flimsy as was the first box. Both came from Israel. I was given the run around and told that I ordered economy shipping so I had to take what I got. I took whatever shipping it came with, there was no option. Anyway, all I ever wanted was to return the item and get my refund. I even offered to pay the return shipping, but they kept telling me no I could not return it. Their website says I can return an item within 10 days, but they do not honor that. I received emails from different ppl telling me different things and it would take a few days to get a response. My menorahs I have now are useless as they have broken off branches.Desired Settlement: I am happy to return both menorahs to wherever they wish for a full refund.

Business

Response:

We shipped this order exactly as described online. When it arrived broken, we offered to replace it with a new one at no charge as per our policy. Customer refused. We then went beyond protocol and offered a different menorah of choice free of charge. Customer chose a more expensive one and we shipped that too, beyond our call of duty - no questions asked. Customer claimed this one too arrived broken , and just resolved to let it be. So we left it at that and provided customer a courtesy coupon code. To our surprise, this complaint surfaced. As a side note: Per our return policy seasonable items are non returnable & broken items replaced at no charge. We gave no run around , we simply stated it was shipped regular air mail and not express since that was the shipping option customer paid initially. We honor our policy, yet customer reads only the portion of policy she wants, ignoring our replacement policy for a damaged item. I don't know what 'different emails' from different people' was received since I am the only customer service rep and reviewed ALL emails which is consistent with above. We responded promptly usually same day to all emails. In any case, we stand to honor our policy and beyond and re-ship even a 3rd one totally free on our account if customer agrees to remove this complaint. I don't think any company in our industry would offer that. Let us knowSincerely ahuva.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have ALL the correspondence (emails) with regards to both orders and both items arriving damaged. I have offered several times, per the emails, to return the broken items, Ahuva told me I could use adhesive (glue) to mend them or soldering for the second one. The second menorah is not solid copper metal, but some kind of composite metal. Whatever it is, a branch was broken. They said they could not take back the menorahs. They have told me I could exchange them for the exact same thing, but had I of known they were plastic and something else other then solid metal originally, I would not have ordered them. As I said, I can provide emails to support my remarks. All I want and have ever wanted was a full refund AND to return these damaged menorahs back to Ahuva AND I would pay shipping to return them. That seems completely fair to me. Every other company I have dealt with in person or online will do that. The first menorah was $90 and then I had to pay an extra $25 for the other one. I can't imagine that if someone bought something and it was broken that the seller would not refund or replace the item. If Ahuva wants to replace the menorah with one that is not broken, then that will be fine with me, however, I would much prefer to return the menorahs at my expense, in the box so they can see the damage AND to also receive a refund of $115 which is $90 for the first one and another $25 I paid to get the second one. I got the second one because the website says it is "nickel or copper." I guess they mean the color because I don't believe solid nickel or copper would break that easily.In an email dated June ** from Ahuva, someone named Josh says: "[redacted]." "That's it" what does that mean? I have offered more than once to return them at my expense for a full refund and am still happy to do so. Thank you. Let's please get this resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

NEW PACKAGE TRACKING NUMBER [redacted] going out to the POST on Sunday.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I have received a new menorah. Unbroken. Happy to close this complaint.

Sincerely,

Review: I ordered a tallit on November **, 2014 for my daughter's bat mitzvah on December *, 2014. A week before the bat mitzvah I had not received my order so I contacted to the company. I was informated that it was on back order and that I could get a different color. I was told I could get the order by Friday December *, 2014. Well on December * I did not receive my order. According to the tracking information the order was not mailed out until December * and is scheduled to arrive on December * after my December * Bat Mitzvah. The company then blamed me for not notifying them sooner that I had not received the order so they could tell me it was on back order! Ahuva should have mailed the item over night to prevent a problem and rectify the situation. I have been charged for an item I did not receive in time! I was told to refuse the item if it arrives! I don't think I need to sign for it so how do I refuse it from [redacted]? I have been charged for something I never received for over $130! I do not feel I should have to pay to mail the item back to them as it was their fault I did not receive the item on such an important day.Desired Settlement: I want a refund as well as shipping refund for mailing it back. I would also like the company to inform customers when an order is out of stock and not let them think they are receiving the item!

Business

Response:

Attached is the correspondance of our company with customer. We think the correspondance is clear and speaks for itself. We responded quickly to customer complaint, apologized for the date being missed even though it wasn't ordered with a required date nor with rush shipping options for us to know. Nonetheless, we offered full refund and customer was simply asked to reject the package so it can be returned to us - the sender at no cost and fully refunded. The customer did not comply, and hurled excuses why, when she simply needed to refuse acceptance. She just couldn't do that. Customer then keeps the tallit without return and demands refund immediately. Apparently, customer has issues following store policy and procedure for return. We are an easy company to work with - all customers are asked is to follow instructions and they are satisfied 100% of the time. The customer's further vendetta to post on [redacted] complaint is appalling as is this uneccessary complaint. To date, customer has kept tallit unpaid for. That's theft.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: On 8/**/15 I ordered a prayer shawl for my daughter's bat mitzvah in the amount of $145 plus $12 shipping. I waited and received no notice of shipping. I contacted the company on Oct. [redacted] to check the status of my order. I was told by customer service that due to the Jewish holidays I would have to pay an additional $12.00 to have it shipped in time for my daughter's bat mitzvah.

I was never informed there would be a delay. I was never informed the company would be "closed" during the Jewish holidays. I received very rude and condensending emails from customer service stating that all Jews should know that. I have requested that my order be completely cancelled and they refund my money. Customer service is refusing to refund my money at this point.Desired Settlement: I would like my money back, including the extra $12 they asked me to pay. I do not want to be charged a "restocking fee" as nowhere does it state that this prayer shawl would have to be handmade or would take 5 weeks to even ship.

Business

Response:

We refunded the customer the same day in full and notified her as such. So this is completely false. Attached proof. We provided on time delivery guarantee or full refund. Customer received full refund even after we shipped then slanders us online ? Attached is our email proof which clearly shows how polite and patient we were in the face of threats, refusal to pay , slander, now lies. We guaranteed on time delivery as promised and requested only $12. Customer agreed but never remitted payment as promised. Then customer changed her mind and did not want to pay for shipping. We explained it was not shipped earlier due to Jewish holidays but she kept complaining it was enough time.So we politely explained it again so she felt it was condesending. To avoid delays, we shipped it out nonetheless. Suddenly, the customer demanded refund after we shipped.. We explained it was shipped. She didn't care. So we 'caught the package' and FULLY REFUNDED SAME DAY OCT *. Throughout, the customer has been slandering us online and threatened us. As you can see we not only guaranteed on time and did ship, we pulled the package and refunded fully ! Now the customer lies we refused to refund ???

Business

Response:

We refunded the customer the same day in full and notified her as such. So this is completely false. Attached proof. We provided on time delivery guarantee or full refund. Customer received full refund even after we shipped then slanders us online ? Attached is our email proof which clearly shows how polite and patient we were in the face of threats, refusal to pay , slander, now lies. We guaranteed on time delivery as promised and requested only $12. Customer agreed but never remitted payment as promised. Then customer changed her mind and did not want to pay for shipping. We explained it was not shipped earlier due to Jewish holidays but she kept complaining it was enough time.So we politely explained it again so she felt it was condesending. To avoid delays, we shipped it out nonetheless. Suddenly, the customer demanded refund after we shipped.. We explained it was shipped. She didn't care. So we 'caught the package' and FULLY REFUNDED SAME DAY OCT *. Throughout, the customer has been slandering us online and threatened us. As you can see we not only guaranteed on time and did ship, we pulled the package and refunded fully ! Now the customer lies we refused to refund ???

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was charged $90 for a product ($78 for the product and $12 for shipping) I purchased on June **. On July **, I wrote to Ahuva.com by email and also by using a form on the ahuva.com website. I also tried to call. I asked about the status of this order, but I did not get any response.

order number: [redacted] ORDER CODE: [redacted]Desired Settlement: Please refund my $90.

Business

Response:

We spoke to [redacted] the customer yesterday and although we have the tallit to ship , she didn't want it and instead a refund. We have processed the refund in full and emailed it to her. This order is cancelled and refunded and complete. Please remove this uneccessary dispute.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Order [redacted]

I placed my order for the yamakas on 8/** and was anticipating my order 2 weeks later for our wedding reception. According to your website I believed I would receive my order by September [redacted]. After September [redacted] I sent an email inquiring into the status. I understood that the order did not ship and requested the order to be canceled if possible. [redacted] wrote that he would try since it was possible. Later updating me that the order should ship in 2 days from 9/**. The order did not ship until 10/*. As a paying customer I would expected that over 2 weeks should have been enough time to cancel the order. [redacted] did not cancel the order- he strung me along until now. I still have not received my order and it is 10/**. On 10/** I had the misfortune of speaking to [redacted] on the phone. He was very irritable, short, and rude. I had to call several times ( the first time he answered he was curt and said he would call me right back, and did not) I had simple questions and when I understood there was nothing to do and he said that it was my "fault" this had happened I realized I needed to speak with a [redacted]

I feel that my order should have been canceled on 9/** when I requested and it was not against your refund policy. I feel that I should have received my order by now since the order did not actually ship out until 10/*. I also feel that I was treated very poorly today and have been very understanding of this situation.Desired Settlement: I would like to be refunded my 140.00 I paid for this order.

And an apology for the poor customer service.

Consumer

Response:

At this time, I have been contacted directly by Ahuva.com regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I finally received my order. I was told that I would be reimbursed a portion of the cost due to such inconvenience and have not received the funds. Also I am still disturbed because the company had adequate time to cancel the order and gave me several false shipping dates. This order should have been canceled and I believe the company continued to deceive me so I would have to accept the order, even after 2 months waiting.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We would like to respond to the few inquiries we have on our account. The address these notices go to is to our warehouse and hence we have not received them previously.

In the meantime at the very least please remit response to attached claim ID [redacted].

We clearly indicated to this customer as to all, that printed custom kippahs take 4 - 6 weeks. Nonetheless, we rushed the order sending it [redacted] Express and notifying the customer. THe customer could not track the package online and has little knowledge to follow online instructions to do so. She ranted in fury with wrong tracking information all the while , our customer service had been EXTREMELY Patient with her demands and unfounded fury. Most of her concerns would have been clearly resolved had she followed instructions.

The customer provided insufficient address which caused the package to be on hold for weeks ! We notified the customer right away - a service we aren't responsible to do as customer need to follow their own package. The customer was incapable to call [redacted] and update the missing address info she provided. This is clearly not our initial error nor our follow up error, but all the customers. We have numerous emails to prove all the above. Below is proof of package information..

I think any clear minded person can see as a merchant we've delivered and provided above average customer service. Some customers are simply impossible and reflect their own shortcomings on the other party.

Please pick up your package.

Result Summary

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Yehoshua P[redacted] had made a mistake on our order and then overcharged us. We immediately called him and he told us to go online to send an e-mail of cancellation. We did NOT go through a website. We made a phone call. He informed us of a cancellation policy - first 15%, then 20%. We are talking about a few minute cancellation for a mistake - we realized dealing with them was counter intuitive and changed our mind.

He ranted on and on about how much it costs him to answer phones, e-mails, and all that - not even considering OUR time and involvement - and when I told him I'd challenge my credit card, he had the audacity to tell me that it would cost even more then.

This is professional behavior of a business that advertises online? I think not.Desired Settlement: REFUND IN FULL - apology for his extremely unprofessional ways of conducting a business.

Business

Response:

The customer has called us not once but numerously over the course of the last few weeks asking many questions on a basic order. We finally took the order yesterday painstakingly slow with numerous meticulous details. The next day, customer emails to cancel, then calls numerously nagging it be done immediately. Apparently, his wife told him he could save a few pennies elsewhere. We responded politely with clear reprecussions of a cancellation and a link to our online policy page as such. We have been very clear, honest and polite. Customer doesn't like it, slams down on the phone when he hears what he doesn't like. We lose money on orders like this and it's a major hassle and disturbance. We rather not have any orders at all like this. It's a major waste of our time, energy, and resources. The customer is ignorant to our processes, logistics and costs and we don't need to explain it again. We went so far as to offer a discount to match any price . SO customer changes his mind and says wants another product. So we too, bend and offer to change the substance of the order at no charge. Short of any further excuses, customer slams down the phone. Obviously, this complaint is absurd, and just a venting customer who can't come to terms with policy, and obviously very indecisive as shown by 2 weeks to place the order after numerous calls to ask questions. We all understand there are people as such, and there is nothing that can be done. The least you can do is recognize it, and remove this complaint. We don't want to deal with this absurdity, so we'll gladly credit the customer even in full at our loss - once this complaint is removed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The owner, [redacted], is a liar. I called this order in, so for him to threaten a fee for no reason is ridiculous and absurd. I would be happy to refer to his e-mails. He only offers to do a full credit if I rescind my complaints for his abrupt and irresponsible behavior. This is not the first internet complaint of this person. He is apparently very unreasonable and from the moment I simply tried to reverse a transaction within a period of minutes, first calling and then e-mailing, he was nothing but threatening, irrational and unprofessional. Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Below is a word for word copy of our conversation emails. I think it speaks for itself. In short, customer doesn't accept our store policy. We have bended to even waive it now, as we no longer have time to entertain this customer's refusal of policy. All we ask is to rescind this obvious uneccessary complaint. When done, we'll waive our return policy as well. Waiting for customer co-operation to conclude. August [redacted] email Unanswered. [redacted], Are we shipping your order, changing it , or cancelling per store policy ??SincerelyCustomer Service?ahuva.comOn Thu, Aug *, 2015 at 6:10 PM, [redacted] <[redacted]> wrote:[redacted]On Thu, Aug *, 2015 at 10:28 AM, ahuva.com <[redacted]> wrote:[redacted]

[redacted]

This company falsely advertised the quantity of a product and when I asked for my complete order , they were rude, but changed the ad , then said,I couldn't find better or cheaper. Atrocious conduct from a lousy business.what they did is deceitful. Nobody should give them any business.

Review: 12-*-14

I placed an online order with Ahuva.com several days ago for one Lacrosse Hanukkah Menorah. However, I have not received a confirmation that my order has been processed or shipped even though the item was charged to my credit card. Moreover, Ahuva.com has failed to respond to my numerous attempts to communicate with them via email and phone regarding the status of my online order. In addition, according to the policies described on Ahuva.com's website, customers will "immediately" receive an order confirmation via email with a tracking link (both of which I have not received). Furthermore, Ahuva.com's policies state that customers will be notified by phone or email of any delays specific to product availability. In addition to not receiving an "immediate" order confirmation and tracking link, I have not been informed of a potential delay. However, Ahuva.com proceeded to charge $150.00 to my [redacted] credit card even though I have not received confirmation as to the availability of this item and whether my order has been processed and shipped. Thus, I am requesting a full refund to my [redacted] credit card due to Ahuva.com's failure to respond to my numerous consumer inquiries regarding the status of my order, their breach of policies as defined on their web site, their unlawful action of charging my credit card for an item that was not advertised as being out of stock but appears to be currently unavailable, and their failure to ship a purchased product. Finally, please note that I have researched several online consumer reviews of Ahuva.com's selling actions which include allegations of unscrupulous business practices.Desired Settlement: I am requesting an immediate and full $150.00 refund to my [redacted] Credit Card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,