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Address: 21800 Opportunity Way, Riverside, California, United States, 92518-3100
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Avo Chair arrived greatly damaged(submitted pictures to their customer support with no response). Damage was not due to shipping and they sent out a chair that was obviously damaged. No customer service number to call and no email response in 24 hours.
Hello ***,
Thank you for taking the time to help me resolve your issue for you. I have processed your full refund back to the original payment method. Should you need anything at all please don't hesitate to reach out to me directly and I will be happy to continue to assist you.
Bought an Autonomous Ergo chair and received it 2/17. To be perfectly honest, it was the worst chair I've ever used. This company is running a pretty deceptive marketing campaign. They advertise a 30-day free trial but make it incredibly hard to return your item. I had to prove my item was in good condition, disassemble it and place it in it's original packaging. That's a pretty tall order for a company who claims to make it easy for customers to experience their trial. Not to mention, I was requesting to return my item within 48 hours of receiving it. I've done all that was asked but have not received a return authorization. I did some research and noticed this company has quite a bad rep online with users reporting similar stories to mine. This company was also even kicked off of kickstarter for lying to backers.
*** Upadate *** I finally received a return label over a week ago. They've had my return since Monday and I have not been given a refund. I returned their item with original packaging in like new condition and I have not heard a word.
Hello ***,
Thank you for following up. I see that your return was received and your refund was processed. I have attached your receipt for your records. If there is anything else I can do for you please let me know!
Bought an Autonomous Ergo chair and received it 2/17. To be perfectly honest, it was the worst chair I've ever used. This company is running a pretty deceptive marketing campaign. They advertise a 30-day free trial but make it incredibly hard to return your item. I had to prove my item was in good condition, disassemble it and place it in it's original packaging. That's a pretty tall order for a company who claims to make it easy for customers to experience their trial. Not to mention, I was requesting to return my item within 48 hours of receiving it. I've done all that was asked but have not received a return authorization. I did some research and noticed this company has quite a bad rep online with users reporting similar stories to mine. This company was also even kicked off of kickstarter for lying to backers.
*** Upadate *** I finally received a return label over a week ago. They've had my return since Monday and I have not been given a refund. I returned their item with original packaging in like new condition and I have not heard a word.
Hello ***,
Thank you for following up. I see that your return was received and your refund was processed. I have attached your receipt for your records. If there is anything else I can do for you please let me know!
Bought an Autonomous Ergo chair and received it 2/17. To be perfectly honest, it was the worst chair I've ever used. This company is running a pretty deceptive marketing campaign. They advertise a 30-day free trial but make it incredibly hard to return your item. I had to prove my item was in good condition, disassemble it and place it in it's original packaging. That's a pretty tall order for a company who claims to make it easy for customers to experience their trial. Not to mention, I was requesting to return my item within 48 hours of receiving it. I've done all that was asked but have not received a return authorization. I did some research and noticed this company has quite a bad rep online with users reporting similar stories to mine. This company was also even kicked off of kickstarter for lying to backers.
Hello ***,
Thank you for reaching out. I see that you initially contacted us on Feb. 17th and our rep *** responded on Feb. 17th advising of our return policy and procedure and asking for photos of the item in like new condition. The reason we ask for those photos is to ensure that when the chair is shipped by the customer in like new condition and arrives damaged for any reason we are able to go to fedex for those damages rather then the customer. We want to be able to ensure we refund every customer in full who returns their purchases in like new condition, you can see our full return and refund policy on our website: https://www.autonomous.ai/shipping-return-policy. I see that the next response from you was not until March 7th which is a Saturday. Unfortunately our customer service offices are not open over the weekend and the rep who was assisting you from the beginning responded with your return label today. We do always try to respond to all customers within 24 (business) hours. I thank you for providing the requested photos and we will process your refund in full once we receive the item returned to us. If there is anything else I can do please let me know and I will be happy to continue to assist you.
Our intention is not to alienate our customers and this is why we have our return policy clearly listed on our website and we notify any of our customers who reach out to us the same to ensure all customers who would like to take advantage of our trial period are able to. We do ask for photos for the protection of our customers and to recoup any damages that are caused by the carrier as they do require photos to prove that it was damaged in transit. Most of our customers do agree that this is a reasonable request. I do understand your desire to keep this matter open until the refund has been processed however after tracking the number provided on the label that was sent to you I see that the item has not been shipped as of yet. Until I see that the item is in transit to us I am unable to process that refund request. If you could let me know when it has been shipped I will be happy to get that going for you.
I am rejecting this response because:I will be happy to update this when i've received my refund. Please make good on your refund promise.
Bought an Autonomous Ergo chair and received it 2/17. To be perfectly honest, it was the worst chair I've ever used. This company is running a pretty deceptive marketing campaign. They advertise a 30-day free trial but make it incredibly hard to return your item. I had to prove my item was in good condition, disassemble it and place it in it's original packaging. That's a pretty tall order for a company who claims to make it easy for customers to experience their trial. Not to mention, I was requesting to return my item within 48 hours of receiving it. I've done all that was asked but have not received a return authorization. I did some research and noticed this company has quite a bad rep online with users reporting similar stories to mine. This company was also even kicked off of kickstarter for lying to backers.
Hello ***,
Thank you for reaching out. I see that you initially contacted us on Feb. 17th and our rep *** responded on Feb. 17th advising of our return policy and procedure and asking for photos of the item in like new condition. The reason we ask for those photos is to ensure that when the chair is shipped by the customer in like new condition and arrives damaged for any reason we are able to go to fedex for those damages rather then the customer. We want to be able to ensure we refund every customer in full who returns their purchases in like new condition, you can see our full return and refund policy on our website: https://www.autonomous.ai/shipping-return-policy. I see that the next response from you was not until March 7th which is a Saturday. Unfortunately our customer service offices are not open over the weekend and the rep who was assisting you from the beginning responded with your return label today. We do always try to respond to all customers within 24 (business) hours. I thank you for providing the requested photos and we will process your refund in full once we receive the item returned to us. If there is anything else I can do please let me know and I will be happy to continue to assist you.
Our intention is not to alienate our customers and this is why we have our return policy clearly listed on our website and we notify any of our customers who reach out to us the same to ensure all customers who would like to take advantage of our trial period are able to. We do ask for photos for the protection of our customers and to recoup any damages that are caused by the carrier as they do require photos to prove that it was damaged in transit. Most of our customers do agree that this is a reasonable request. I do understand your desire to keep this matter open until the refund has been processed however after tracking the number provided on the label that was sent to you I see that the item has not been shipped as of yet. Until I see that the item is in transit to us I am unable to process that refund request. If you could let me know when it has been shipped I will be happy to get that going for you.
I am rejecting this response because:I will be happy to update this when i've received my refund. Please make good on your refund promise.
I purchased 3 items from this company (desk, stool, and standing pad). The standing pad slides on the floor and is negligently made and a hazard. It is an accident waiting to happen. It would be safe on carpet but not wood or tile surfaces - it is not advertised this way. Because this product cannot be used on a hard service, I need to return in and the company is asking me to jump through hoops before issuing a return label.
Hello ***,
I wanted to respond to your request. I did look into the correspondence from our rep Ashley who did ask for photos of the item to ensure it is still in like new condition. I see that the return labels were sent to you on 3/2 honoring your request to return the item. We do want to ensure that if you are not happy with your purchase you are given the opportunity to return the item in like new condition as it states in our return policy on our website: https://www.autonomous.ai/shipping-return-policy.
The reason we ask for photos of the item to ensure it is in like new condition upon the request of the return is to ensure that if it is received in any other condition we will not apply the restocking/damages charges to the customer who sent it to us in good condition. With out those photos we can not reasonably say that it was damaged in transit or it was sent to us that way by the customer. You can see in our policy it states: Smart Office reserves the right to apply a reasonable restocking fee for any product not satisfied the condition. No refund will be issued if the product has been damaged, altered, or abused. No returns after 30 days. If you choose the assembly service, please note that assembly service fee is non-refundable.
This policy of asking for photos is for the benefit of our customers. As you declined our request to provide photos of the item to show the condition we advised you on 3/2 that you can use the prepaid return label to return the item whereupon recept it will be inspected and a refund will be issued based on the condition that it was returned in. I am happy to discuss this with you further if you would like you can reach me at ***@autonomous.nyc. I hope to hear from you soon to get this matter resolved as quickly as possible.
Hello ***,
Thank you for your response. I see that the photos have been submitted to our system and have been logged. Once the item has been returned you will be refunded in full for the item. We did want to make it clear in explaining the process for return and the reason why we have requested the photos are not to say that we do not have trust in our customers but that we want to ensure the customer receives a fair refund for the item returned and that we can recoup losses on damaged returns. We have received many items returned damaged and with out the photos from the customer we can not submit a claim with our carrier. I do apologize that this has been a hassle for you to provide those photos for the return however we do have them in our system and we will be providing a full refund once the item has been received by our warehouse. Thank you again for your continued communication.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased 3 items from this company (desk, stool, and standing pad). The standing pad slides on the floor and is negligently made and a hazard. It is an accident waiting to happen. It would be safe on carpet but not wood or tile surfaces - it is not advertised this way. Because this product cannot be used on a hard service, I need to return in and the company is asking me to jump through hoops before issuing a return label.
Hello ***,
I wanted to respond to your request. I did look into the correspondence from our rep Ashley who did ask for photos of the item to ensure it is still in like new condition. I see that the return labels were sent to you on 3/2 honoring your request to return the item. We do want to ensure that if you are not happy with your purchase you are given the opportunity to return the item in like new condition as it states in our return policy on our website: https://www.autonomous.ai/shipping-return-policy.
The reason we ask for photos of the item to ensure it is in like new condition upon the request of the return is to ensure that if it is received in any other condition we will not apply the restocking/damages charges to the customer who sent it to us in good condition. With out those photos we can not reasonably say that it was damaged in transit or it was sent to us that way by the customer. You can see in our policy it states: Smart Office reserves the right to apply a reasonable restocking fee for any product not satisfied the condition. No refund will be issued if the product has been damaged, altered, or abused. No returns after 30 days. If you choose the assembly service, please note that assembly service fee is non-refundable.
This policy of asking for photos is for the benefit of our customers. As you declined our request to provide photos of the item to show the condition we advised you on 3/2 that you can use the prepaid return label to return the item whereupon recept it will be inspected and a refund will be issued based on the condition that it was returned in. I am happy to discuss this with you further if you would like you can reach me at ***@autonomous.nyc. I hope to hear from you soon to get this matter resolved as quickly as possible.
Hello ***,
Thank you for your response. I see that the photos have been submitted to our system and have been logged. Once the item has been returned you will be refunded in full for the item. We did want to make it clear in explaining the process for return and the reason why we have requested the photos are not to say that we do not have trust in our customers but that we want to ensure the customer receives a fair refund for the item returned and that we can recoup losses on damaged returns. We have received many items returned damaged and with out the photos from the customer we can not submit a claim with our carrier. I do apologize that this has been a hassle for you to provide those photos for the return however we do have them in our system and we will be providing a full refund once the item has been received by our warehouse. Thank you again for your continued communication.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I recently placed an order with autonomous for an office chair and was sent an order confirmation with a link to track my delivery. After the “shipment date” passed and it was clear that my chair was not shipped I emailed autonomous who said they don’t have the chair and are waiting to get in their warehouse which should “happen this week.” I have still not received my chair and haven’t heard ANYTHING from autonomous after sending 4 emails and calling twice, both times being sent to an voicemail box that is full and not taking messages.. I asked for an estimated arrival date/ full refund if the estimated arrival was not reasonable per my rights as a consumer and was given neither. This company seems to be selling products that they do not have and neglecting to comply to my rights as a consumer.
Hello ***,
I want to start out by stating how very sorry I am for the lack of communication. As you can imagine the delay in receiving the container with the ErgoChairs has set up back and we have been very busy on phones and emails. We are trying to get back to every customer as quickly as possible. I do see however that your chair is shipping out today from our NY warehouse. It is about a one day transit time to you however I do want to advise that we have been seeing delays with fedex due to the holidays. I would say our standard estimated 1-4 business day transit time should account for any delays. I do want to offer a refund for the delay, we can refund 10% off of the total order cost for you? Please let me know if I can do anything else for you as well.
I recently placed an order with autonomous for an office chair and was sent an order confirmation with a link to track my delivery. After the “shipment date” passed and it was clear that my chair was not shipped I emailed autonomous who said they don’t have the chair and are waiting to get in their warehouse which should “happen this week.” I have still not received my chair and haven’t heard ANYTHING from autonomous after sending 4 emails and calling twice, both times being sent to an voicemail box that is full and not taking messages.. I asked for an estimated arrival date/ full refund if the estimated arrival was not reasonable per my rights as a consumer and was given neither. This company seems to be selling products that they do not have and neglecting to comply to my rights as a consumer.
Hello ***,
I want to start out by stating how very sorry I am for the lack of communication. As you can imagine the delay in receiving the container with the ErgoChairs has set up back and we have been very busy on phones and emails. We are trying to get back to every customer as quickly as possible. I do see however that your chair is shipping out today from our NY warehouse. It is about a one day transit time to you however I do want to advise that we have been seeing delays with fedex due to the holidays. I would say our standard estimated 1-4 business day transit time should account for any delays. I do want to offer a refund for the delay, we can refund 10% off of the total order cost for you? Please let me know if I can do anything else for you as well.
The refund policy is a scam. You have to return the product in the original box, but the chair is impossible to disassemble to get it back in. The base and gas piston will not separate - I tried everything from WD40 and a mallet to heating up the plastic base trying to get it to be just flexible enough to have some give. Once you buy this chair you are stuck with it. Don't believe their 30 days no questions refund policy, customer service was not at all helpful. Even more infuriating was trying to go through their website to make a return from the orders page, getting done with the process to have the website tell me "We are processing your error", as if I had done something wrong while submitting. I thought it was a glitch but customer service says "no, we've had too many chairs try to be returned and damaged in the process so now if you want to return you have to take a photo of the chair in like new condition before you disassemble it and then take a photo of the way it is packaged in the box before returning. We won't send you a shipping label until you do that." They know damn well how hard it is to disassemble, they're counting on it.
The refund policy is a scam. You have to return the product in the original box, but the chair is impossible to disassemble to get it back in. The base and gas piston will not separate - I tried everything from WD40 and a mallet to heating up the plastic base trying to get it to be just flexible enough to have some give. Once you buy this chair you are stuck with it. Don't believe their 30 days no questions refund policy, customer service was not at all helpful. Even more infuriating was trying to go through their website to make a return from the orders page, getting done with the process to have the website tell me "We are processing your error", as if I had done something wrong while submitting. I thought it was a glitch but customer service says "no, we've had too many chairs try to be returned and damaged in the process so now if you want to return you have to take a photo of the chair in like new condition before you disassemble it and then take a photo of the way it is packaged in the box before returning. We won't send you a shipping label until you do that." They know damn well how hard it is to disassemble, they're counting on it.
I ordered an office chair on 11/29 of this year. After I ordered it, I learned the ship date was delayed until 12/16. That date came and went, with no update on shipping. I called the company to learn the chair was not yet in stock. The business expected the chairs to arrive on 12/19. The company would not expedite the shipping at no additional charge to ensure the chair would arrive by Christmas.
The bottom line is that I ordered the chair as a Christmas gift in November to ensure it would arrive before Christmas. The customer service agent seemed annoyed with my request for expedited shipping and was unwilling or unable to help expedite the shipping even though the company missed its own shipping deadline (she said she had received multiple calls like mine from dissatisfied customers). I canceled my order and will follow up with my credit card company to ensure I was not charged.
I am dissatisfied with the customer service, which was lukewarm at best. The agent had no interest in making a goodwill gesture of expediting my shipping to keep me, the customer, satisfied. The company should be clear about shipping delays up front so customers don't get stuck before Christmas without an item ordered in November. Had I known the chair was not in their possession to ship, I would never have ordered from the company.
Hello ***,
I want to start off by saying how truly sorry I am about this issue and the way it was handled on behalf of Autonomous. I never want to hear that a customer walked away with a sour taste in there mouths after purchasing from our company. We do list all of our estimated ship dates on the website for customers to see during the purchasing process, we then send out a confirmation email showing the estimated ship date, we have a track my order section on the website that will give you the estimated ship date as well. This is in effort to ensure that customers have ample opportunity to be aware of those dates before, during and after they place an order with us. We do always state that it is an estimated ship date and leave a window open for that to ship out, in every place that the ship date is stated we have it clearly stated that it is an estimated ship date so customers do not thing that the order will be shipping for certain on that date to avoid any unrealistic shipping expectations. If we were to go outside of that shipping window we would send out an automated email providing information about a shipping delay to all customer who are affected by the delay, those would go out after the 7 day shipping widow. As for expediting the shipment we have been notified by fedex that we are not able to expedite due to the size and weight right now due to the holidays. We would be shipping from CA to AZ which is a 2 business day transit time. Unfortunately due to the holidays again we have been experiencing shipping delays with fedex so we do not want to guarantee anything will arrive before Christmas. Again I do sincerely apologize for this inconvenience and if there is anything I can do please let me know and I will do my best!
I ordered an office chair on 11/29 of this year. After I ordered it, I learned the ship date was delayed until 12/16. That date came and went, with no update on shipping. I called the company to learn the chair was not yet in stock. The business expected the chairs to arrive on 12/19. The company would not expedite the shipping at no additional charge to ensure the chair would arrive by Christmas.
The bottom line is that I ordered the chair as a Christmas gift in November to ensure it would arrive before Christmas. The customer service agent seemed annoyed with my request for expedited shipping and was unwilling or unable to help expedite the shipping even though the company missed its own shipping deadline (she said she had received multiple calls like mine from dissatisfied customers). I canceled my order and will follow up with my credit card company to ensure I was not charged.
I am dissatisfied with the customer service, which was lukewarm at best. The agent had no interest in making a goodwill gesture of expediting my shipping to keep me, the customer, satisfied. The company should be clear about shipping delays up front so customers don't get stuck before Christmas without an item ordered in November. Had I known the chair was not in their possession to ship, I would never have ordered from the company.
Hello ***,
I want to start off by saying how truly sorry I am about this issue and the way it was handled on behalf of Autonomous. I never want to hear that a customer walked away with a sour taste in there mouths after purchasing from our company. We do list all of our estimated ship dates on the website for customers to see during the purchasing process, we then send out a confirmation email showing the estimated ship date, we have a track my order section on the website that will give you the estimated ship date as well. This is in effort to ensure that customers have ample opportunity to be aware of those dates before, during and after they place an order with us. We do always state that it is an estimated ship date and leave a window open for that to ship out, in every place that the ship date is stated we have it clearly stated that it is an estimated ship date so customers do not thing that the order will be shipping for certain on that date to avoid any unrealistic shipping expectations. If we were to go outside of that shipping window we would send out an automated email providing information about a shipping delay to all customer who are affected by the delay, those would go out after the 7 day shipping widow. As for expediting the shipment we have been notified by fedex that we are not able to expedite due to the size and weight right now due to the holidays. We would be shipping from CA to AZ which is a 2 business day transit time. Unfortunately due to the holidays again we have been experiencing shipping delays with fedex so we do not want to guarantee anything will arrive before Christmas. Again I do sincerely apologize for this inconvenience and if there is anything I can do please let me know and I will do my best!
Order number: ***, SmartDesk 2 - 53" x 29" Classic, Black, Black, Home Office
Product Shipped partially. Received only one package and other package not shipped yet.
Tracking number: 13***0 (Delivered),13***5 (Shipment information sent to FedEx),
Call to customer care not answered, Chat not answered. email no response. More than a week, I ran out of all the options. Holiday gift to my kid is now ruining his holiday fun.
Basic responsibility as a seller is missing, very unprofessional and careless.
Hi there,
Thank you for reaching out. I am so very sorry for our delayed response. We were flooded with emails over the holidays and we are working very hard to get back to each and every customer as quickly as possible. Our phone and chat hours are 8 am to 5 pm pst with an hour off for lunch between 12 and 1. We should always have reps on chat to help you out during those hours and we also have graveyard reps on chat as well should you need to reach out during off hours. Our phones have been ringing non-stop from the time we come in to the time we leave and all of our reps have been on the line almost all day long. We also have a backlog of a few hundred emails that we are still trying to get back to each customer as quickly as possible. I am showing that the tracking for your desktop is on the way to you now and should arrive by tomorrow end of day, you can view that tracking here: https://www.fedex.com/apps/fedextrack/?tracknumbers=13***5. Part of the cause of the back up in emails, chats and phones is that fedex got behind on over 500 trailers and it was day by day asking if they had been caught up. Again I want to extend my sincerest apologies on behalf of Autonomous for this delay. If there is anything else I can do for you please let me know.
Order number: ***, SmartDesk 2 - 53" x 29" Classic, Black, Black, Home Office
Product Shipped partially. Received only one package and other package not shipped yet.
Tracking number: 13***0 (Delivered),13***5 (Shipment information sent to FedEx),
Call to customer care not answered, Chat not answered. email no response. More than a week, I ran out of all the options. Holiday gift to my kid is now ruining his holiday fun.
Basic responsibility as a seller is missing, very unprofessional and careless.
Hi there,
Thank you for reaching out. I am so very sorry for our delayed response. We were flooded with emails over the holidays and we are working very hard to get back to each and every customer as quickly as possible. Our phone and chat hours are 8 am to 5 pm pst with an hour off for lunch between 12 and 1. We should always have reps on chat to help you out during those hours and we also have graveyard reps on chat as well should you need to reach out during off hours. Our phones have been ringing non-stop from the time we come in to the time we leave and all of our reps have been on the line almost all day long. We also have a backlog of a few hundred emails that we are still trying to get back to each customer as quickly as possible. I am showing that the tracking for your desktop is on the way to you now and should arrive by tomorrow end of day, you can view that tracking here: https://www.fedex.com/apps/fedextrack/?tracknumbers=13***5. Part of the cause of the back up in emails, chats and phones is that fedex got behind on over 500 trailers and it was day by day asking if they had been caught up. Again I want to extend my sincerest apologies on behalf of Autonomous for this delay. If there is anything else I can do for you please let me know.
On Black Friday this company had a deal for $9, I timed it and waited and proceeded to purchase the chair. However (see attached pics) it kept trying to sell it for $99. I took screen shots and the following day spoke with someone that claimed that there were only 3 chairs avail. That had nothing to do with the fact that it was trying to sell it to me at $99 during the time allotted for the $9 sale. Additionally, the person said she would give me $30 off for my troubles. I called back and paid for the chair got an order number (242801) and that was on November 29th. My chair has no tracking info, has not according to the tracking area left. These people do not answer the phone, voicemail is always full, they do not watch what they do with your email, are careless and should be put out of business. Additionally, jeopardized my email along with other clients. They don't know what clientele privacy is. Even when warned they continue. I want my order justified at the $9 for all of the hassle, you have endangered my privacy and horrible service that I have had to put up with.
Hello ***,
Thank you so much for reaching out to us regarding this issue. We have been made aware of the email that was sent out that had multiple customers cc'd in one email and I personally want to extend my most sincerest apologies on behalf of Autonomous. We have handled it internally with the representative responsible and I can assure you this type of breach in security protocol will not happen again. For this issue and the issue with the website for the $9 deal I have refunded your order in the amount requested of $50. You will see that invoice reflecting your refund attached and should expect to see those funds in your account within 3-5 business days. As for the shipping of your order I see that we were expecting a container with the stools to arrive however they have been delayed till Monday. Your order should ship out Monday once those containers arrive and you will receive a confirmation email within 24 hours after the order ships providing you with your tracking information. Please let me know if I have been able to satisfactorily resolve this issue for you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14004184, and find that this resolution is satisfactory to me.I would like to however, wait until all of this is completely satisfied before retracting my complaint.Thank you.
On Black Friday this company had a deal for $9, I timed it and waited and proceeded to purchase the chair. However (see attached pics) it kept trying to sell it for $99. I took screen shots and the following day spoke with someone that claimed that there were only 3 chairs avail. That had nothing to do with the fact that it was trying to sell it to me at $99 during the time allotted for the $9 sale. Additionally, the person said she would give me $30 off for my troubles. I called back and paid for the chair got an order number (242801) and that was on November 29th. My chair has no tracking info, has not according to the tracking area left. These people do not answer the phone, voicemail is always full, they do not watch what they do with your email, are careless and should be put out of business. Additionally, jeopardized my email along with other clients. They don't know what clientele privacy is. Even when warned they continue. I want my order justified at the $9 for all of the hassle, you have endangered my privacy and horrible service that I have had to put up with.
Hello ***,
Thank you so much for reaching out to us regarding this issue. We have been made aware of the email that was sent out that had multiple customers cc'd in one email and I personally want to extend my most sincerest apologies on behalf of Autonomous. We have handled it internally with the representative responsible and I can assure you this type of breach in security protocol will not happen again. For this issue and the issue with the website for the $9 deal I have refunded your order in the amount requested of $50. You will see that invoice reflecting your refund attached and should expect to see those funds in your account within 3-5 business days. As for the shipping of your order I see that we were expecting a container with the stools to arrive however they have been delayed till Monday. Your order should ship out Monday once those containers arrive and you will receive a confirmation email within 24 hours after the order ships providing you with your tracking information. Please let me know if I have been able to satisfactorily resolve this issue for you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14004184, and find that this resolution is satisfactory to me.I would like to however, wait until all of this is completely satisfied before retracting my complaint.Thank you.
There are several grievances here.
First they shipped accessories for a $400 back ordered desk on the 18th of October and charged me for the whole order.
Second their customer service is awful and rarely gets back to me in a reasonable timeframe.
Third, they delivered my desk in 2 pieces which is fine, but the second was shipped to the wrong address while all the other boxes made it here.
Fourth, I was billed $10 shipping per item and $50 shipping for the desk which showed up only at the end of checkout, but by increasing the price of each line item... Very misleading buisness practices
Hello ***,
Thank you for reaching out to us regarding these issue. I am so very sorry for this! I have looked into it with my customer service team and I see where the error was made and I have addressed this with the representative that assisted you. I have followed up with the fedex and although they put both the desktop and frame under the same case id number when the rep called to make the address correction the change was only made in the fedex system for one of the tracking numbers. Again I can not tell you how sorry I am about this issue. Due to these issues I would like to offer to refund your shipping cost in full. I understand this does not change the way that your order was handled but I do want to make it clear that we do take issues like this seriously and we want to ensure our customers have a positive purchasing experience with us from the time you order until your order is received and beyond. Please let me know if you would like for me to proceed with the refund to the account we have on file for you and if there is anything else I can do for you. I hope to hear from you soon!
Best regards,
***
Customer Service Manager
Hello ***,
Your refund has been process and your desktop has been shipped out. The tracking number is: ***.
I am rejecting this response because:
There is only a partial shipping refund
There are several grievances here.
First they shipped accessories for a $400 back ordered desk on the 18th of October and charged me for the whole order.
Second their customer service is awful and rarely gets back to me in a reasonable timeframe.
Third, they delivered my desk in 2 pieces which is fine, but the second was shipped to the wrong address while all the other boxes made it here.
Fourth, I was billed $10 shipping per item and $50 shipping for the desk which showed up only at the end of checkout, but by increasing the price of each line item... Very misleading buisness practices
Hello ***,
Thank you for reaching out to us regarding these issue. I am so very sorry for this! I have looked into it with my customer service team and I see where the error was made and I have addressed this with the representative that assisted you. I have followed up with the fedex and although they put both the desktop and frame under the same case id number when the rep called to make the address correction the change was only made in the fedex system for one of the tracking numbers. Again I can not tell you how sorry I am about this issue. Due to these issues I would like to offer to refund your shipping cost in full. I understand this does not change the way that your order was handled but I do want to make it clear that we do take issues like this seriously and we want to ensure our customers have a positive purchasing experience with us from the time you order until your order is received and beyond. Please let me know if you would like for me to proceed with the refund to the account we have on file for you and if there is anything else I can do for you. I hope to hear from you soon!
Best regards,
***
Customer Service Manager
Hello ***,
Your refund has been process and your desktop has been shipped out. The tracking number is: ***.
I am rejecting this response because:
There is only a partial shipping refund
So I bought couple of products from their website (on September 13th). They shipped one of the products. They haven't yet shipped the other product because they were waiting for my input, which I have provided on September 30th. And since then I have emailed to their support few times, but no response from them. Also tweeted (https://twitter.com/kapso/status/***5***) at them, but again no response.
Hello ***,
Thank you for reaching out to advise me of this issue. I looked into our system and I see that your order has been shipped out. You should have the tracking number by tomorrow at the latest. We are looking at an estimated delivery of tomorrow or Monday at the very latest. I do apologize for the delayed response. I see that our rep Kat was able to get to your email on 10/8. Please feel free to follow up to me directly if there are any additional issues with your order. You can reach me at ***@autonomous.nyc. Or you can call and ask for ***. I hope this email finds you doing very well and I hope that I hear from you soon that your order arrived and you are loving your desk!