Incite Seating

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Though I can somewhat understand the multiple dates after they are explained (7-days to ship AND 7-days to deliver), this was not explained clearly in the email as it did not say "business days" and made it seem like the item would be delivered within that timeframeHowever, even if I do concede that I misread the delivery timeline, the response from the company indicated that my item would be shipped ON or BEFORE 2/and I would receive an email indicating it has shippedIt is now after business hours on 2/15/18, and I have not received any confirmation that my order has shipped.In addition, I made multiple attempts to reach out to this business by phone and have still been unable to reach anyone.All in all, this reflects poorly on this business, and I only regret I was not more diligent in my research before making this purchase Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: That's wonderful to hear that your company has a 98% customer satisfaction rate(Not sure how that number was calculated.) However, the fact is that we now fall into that "2%" of customers who are dissatisfiedWhat a shame that your company does not have the ability to acknowledge error and to appropriately respond to a dissatisfied customerSometimes it is necessary for a multimillion dollar company to take a minor hit in order to satisfy a dissatisfied customer Regards, [redacted] ***

From: Philadelphia Distribution CenterDate: Tue, Nov 15, at 10:AMSubject: FW:To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> [redacted] , Per our discussion, here is the cover fax sheet and the reverse side of our invoice This customer had the set in her yard for almost days So, we made an exception to remove the swingset after being in the yard for this period of time Per the receipt, the return window is days She never came into the showroom to buy, meaning she never saw the product up close, only online Her expectations were completely unreasonable This is an outdoor swingset, not an indoor piece of furniture It was completely safe for her children, and we attempted to perform the necessary repairs, based on her issues with the set, but she didn’t want the repairs performedAlso, there was never any mention of a full refund on the set We install hundreds of swingsets each season, and this is the only set we’ve taken back in the past seasons Please respond with your thoughts when you’ve had a chance to review At this time, she has received a refund of $2488.03, which is 80% of the purchase price Thank YouSincerely, Philadelphia Distribution Center (PA1) [redacted] ***Montgomeryville, PA., ***###-###-####***@creativeplaythings.com

Per our website (product description), the Marque ships out from the warehouse in 7-business (this is not a delivery date)Transit time once shipped with the Freight carrier (per the checkout process) is 7-business daysThis would establish an estimated delivery date of 2/through 2/ without the unforeseen delayThe product is scheduled to ship on or before 2/With the upgraded shipping your estimated delivery is 2/20, which is inline with the original timelineOnce the product is in transit and tracking is available it will be emailed to the email address used during the checkout process

This company appears to be a sham! Don't buy from them. I ordered an office chair in january and 5 months later in May I haven't received it or any word about it. On their website, it says my order is processing (it's been processing for 5 months). I have called them at least 10-15 times, left messages asking for a response but nothing. I have sent emails, and again no response. This is incredibly frustrating as now I have to call my credit card company and cancel the charges. I will also be filing a complaint with the BBB.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Though I can somewhat understand the multiple dates after they are explained (7-days to ship AND 7-days to deliver), this was not explained clearly in the email as it did not say "business days" and made it seem like the item would be delivered within that timeframe. However, even if I do concede that I misread the delivery timeline, the response from the company indicated that my item would be shipped ON or BEFORE 2/and I would receive an email indicating it has shippedIt is now after business hours on 2/15/18, and I have not received any confirmation that my order has shipped.In addition, I made multiple attempts to reach out to this business by phone and have still been unable to reach anyone.All in all, this reflects poorly on this business, and I only regret I was not more diligent in my research before making this purchase
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
That's wonderful to hear that your company has a 98% customer satisfaction rate. (Not sure how that number was calculated.) However, the fact is that we now fall into that "2%" of customers who are dissatisfied. What a shame that your company does not have the ability to acknowledge error and to appropriately respond to a dissatisfied customer. Sometimes it is necessary for a multimillion dollar company to take a minor hit in order to satisfy a dissatisfied customer. 
Regards,
[redacted]

This customer has acknowledged that the policy is to pay a 20% restocking fee, based on the invoice she received.  She acknowledges it, and therefore needs to accept it.We spent over $300 for the initial installation, paid to the installer.   We've spend another $75 to the installer, AFTER she requested that the parts be ordered and be fixed.   She emailed us at 11:30pm the night before we were going to come out to do the repair.   She claims we didn't review the email, which is erroneous, because the installer is already on his route by 8am the following morning, when the store doesn't open until 10am, when her response was viewed.   We've also spent another $215 to a different installer to have the unit removed and moved back to our location.   All of her comments about the installers comments hold no merit, as they are not the one making these decisions.  They are there to do repairs and installs, period.   She is simply bringing up random miscellaneous comments about everything in her favor.   She doesn't understand the warranty and what is covered.   Surface checks are not covered under warranty, which is what her issues, were.   She has a graded yard, which is what caused the rockwall issue.   She claimed the drill used by the installer was on a setting too powerful, yet the parts of the swingset she is referencing, weren't even done by that particular installer, rather done at the factory level, meaning that every other customer has the same exact screw depth on the swing beam boards.  There was never any mention of a full warranty verbally, and the email she is referring to, dated 10/12, was simply using her same language to indicate that we DO NOT offer full refunds.  We've already lost money on these services, with the parts we've ordered, the service dollars we've spent, and the services rendered to try and appease this customer.   We have a 98% customer satisfaction rating, and our policies are written very clearly on the invoice receipt that she acknowledges she received.

From: Philadelphia Distribution CenterDate: Tue, Nov 15, 2016 at 10:22 AMSubject: FW:To: "[redacted]@myRevdex.com.org" [redacted], Per our discussion, here is the cover fax sheet and the reverse side of our invoice.  This customer had...

the set in her yard for almost 90 days.   So, we made an exception to remove the swingset after being in the yard for this period of time.   Per the receipt, the normal return window is 30 days.   She never came into the showroom to buy, meaning she never saw the product up close, only online.   Her expectations were completely unreasonable.   This is an outdoor swingset, not an indoor piece of furniture.   It was completely safe for her children, and we attempted to perform the necessary repairs, based on her issues with the set, but she didn’t want the repairs performed. Also, there was never any mention of a full refund on the set.   We install hundreds of swingsets each season, and this is the only set we’ve taken back in the past 2 seasons.    Please respond with your thoughts when you’ve had a chance to review.  At this time, she has received a refund of $2488.03, which is 80% of the purchase price.   Thank You. Sincerely, Philadelphia Distribution Center (PA1)[redacted]Montgomeryville, PA., [redacted]###-###-####[redacted]@creativeplaythings.com

I have finally received my order of the item originally ordered on January 23, 2018. After promising 7-10 day delivery in the order confirmation email, I received the item on Wednesday, February 28.I continued to have difficulty contacting anyone at the company to help me resolve my complaint. Even after the promise to send me a shipping confirmation, I had to reach back out to ask for the tracking number. Finally, after receiving the number, I logged into the trucking companies website to find out they had attempted delivery multiple times (we don't have staff at the location at all times), but I didn't know because I was never given the tracking information from INCITE.Overall, this has been a terrible experience from a consumer standpoint. I am thankful that I was able to finally get someone to respond and receive my item, but I would never recommend this company to anyone.

Per our website (product description), the Marque ships out from the warehouse in 7-10 business (this is not a delivery date). Transit time once shipped with the Freight carrier (per the checkout process) is 7-10 business days. This would establish an estimated delivery date of 2/15 through 2/20...

without the unforeseen delay. The product is scheduled to ship on or before 2/15. With the upgraded shipping your estimated delivery is 2/20, which is inline with the original timeline. Once the product is in transit and tracking is available it will be emailed to the email address used during the checkout process.