National Oilwell Varco

[redacted],When this ordered this was an item that was built to be made. When you had called in there was  a lead time before it ships. You then called up saying that they couldn't use the item in the location. Since this was a freight item you send these back how they were shipped initially. You...

were seven sent instructions on this. Below are the instructions. Hello, We have assigned the followingReturn Authorization Number (RA#[redacted]) to your item(s). Please keep this RA#for your records and boldly display it on the outside packaging when you returnyour item.  Please ship your item to the followingaddress: LivingDirect.Com[redacted]
[redacted]
[redacted] This RA# will remain active for30 days. Please ship your item in the original packaging using the same methodby which it arrived (Example: UPS/FedEx/ or comparable carrier). IMPORTANT:Only if your order was shipped via USPS may you utilize USPS for your return.  It is very important to get atracking number for your shipment and keep it for your records. This trackingnumber will be the only way the package can be traced should it become lost,plus the tracking number can assist in the credit process. We highly recommendthat you insure your shipment: You are responsible for any damage that occursduring shipment.  NOTE: LTL Freight items must bereturned via the same manner. You must have all the original packaging toreturn this item, this is inclusive of any over-boxing. Washer/Dryers must haveshipping bolts in place as well. Returns received without the originalpackaging/shipping bolts will be refused and returned to the sender. All ordersdelivered to the original destination with ship charges less than $10.00 willbe subject to a 15% shipping recovery fee deducted from the purchase pricerefund. All other orders will be refunded minus the original ship charges. The credit for your returnshould appear on your credit card 2-3 weeks after the item has been received atthe warehouse. If you have any questions aboutthis return process, please don't hesitate to send an e-mail with yourquestions.As it states in the instructions you would need to send this item back through a freight carrier. That is why the item was refused due to the improper shipment. I hope this clarifies why this was rejected in this case. You sent the item back UPS and it was suppose to be send freight.

Complaint: [redacted]
I am rejecting this response because:Requirements for acceptance:1.  Company to pay for the shipping costs to return the item.2.  No charges, per your policy to charge, for free shipping to us when the item is returned.3. No charges for restocking of the product.4. The total reimbursed is: $238.99
Regards,
[redacted]

Hello [redacted],I apologize. I do see that a new agent was responding to your emails by asking you to call in. That is not our policy and I will get that straightened up. I believe I saw in an email where you included your phone number. I will have an agent call you on that phone number today and set...

up the parts order.

Please re-read the response from the previous email.

Complaint: [redacted]
I am rejecting this response because:From: [redacted] [mailto:[redacted]] Sent: Thursday, October 15, 2015 11:42 AM To: info <[email protected]> Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] I have waited 2 weeks but still don't have my refund check.  Help, please!   Thanks.  Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We would like a public apology acknowledging their mistake for not scheduling pickup within 5 business days and clearly indicating the process between Living Direct and Old Dominion Freight require improvement. Old Dominion Freight inappropriately incentives their Overage, Shortages, & Damages (OS&D) supervisors, especially in their Bloomington, CA office, to reject returns and minimize the actual damage returns percent compared to overall revenue targets.  Consequently, the OS&D supervisor behavior, to make it HELL, to return damage products is tolerated by Old Dominion Freight terminal manager. The terminal manager's performance goal is also measured by keeping damage returns at a minimum. The retail customer has no concern with the respective companies damage returns underwriting policy and simply would like the damage product return to original supplier in a timely fashion.
Regards,
[redacted]

Per the notes, the customer has diagnosed the appliance with the manufacturer and they have deemed nothing to be wrong with the appliance. Based off their diagnoses we have set up the proper return with the customer. In this case the customer would be responsible for the return shipping as well as a...

15% shipping recovery fee would be deducted. This has been set up with the customer already. The manufacturer has offered the customer a service option in that they would be responsible to ship the appliance back to them so the appliance could be serviced in our facility. If at that point they find no issue the shipping recovery fee would be assessed.

The customer is correct that LivindDirect owns the brand EdgeStar. That being said the customer is under the manufacturers warranty which is handles through EdgeStar. EdgeStar has under 2 minute wait times during normal business hours of M-F 8am-5pm. Either they are calling after hours or calling the wrong phone number. Again the number is [redacted]. I personally just tried the number and an agent picked up the line within 1 minute.

Complaint: [redacted]
I am rejecting this response because:Not sure what else can be said??  How about actually applying a credit to my account and issue an apology for the hassle you have put me through?  If this were my organization I would be absolutely embarrassed with how I have been treated and continually given inaccurate information.  Not one item in your response this morning to the Revdex.com was true.  It was stated that someone had been in contact with me. Not true.  It was stated I was informed that the shipping company made a mistake.  Again - not true.  It was also stated that a credit would happen today and that I had been informed of that.  That was not true at the time (I have received an automated email now AFTER THIS fact stating a credit would happen) - AND I have yet to receive a credit to my account.  Bottom line - based on the actions of your organization - I have no reason to believe this issue will be resolved until I actually see a credit in my account.Please understand - I had emailed your organization numerous times since Tuesday, and called, looking for a response...and have received none.  If you'd like to see these - I'm happy to share.  I've given your organization numerous opportunities to resolve my issue.  I don't have time to deal with this garbage - but I also don't feel I should be penalized when I receive a product that is defective. 
Regards,
[redacted]

The customer notified us outside of our 48 hour notification policy for damage. With that being said we did offer to allow the customer to return the product based on our standard return policy. This would include them being responsible for the cost of shipping and a 15% shipping recovery fee to...

cover the original free shipping we offer. I have followed up with the customer directly so that I can receive pictures of the condition of the appliance so we can make a more informed decision. We are working to come to a mutual resolution.

Complaint: [redacted]
I am rejecting this response because:First of all I have evidence in document 1 that shows there is a 30 day return period not 15 days like they are NOW stating. Secondly the dimensions of the room I had the air conditioner in are 12'x12' which is 120 sq. ft., well below the limitations of what the maximum size the a/c can provide for. I never said that my room was ever too large to the customer service people nor did they state that to me.  The first email they sent me about the return information never stated anything in it about the return being a buyers remorse return that's why I sent the second email asking if I would receive my return fee back since the email wasn't clear.
Regards,
[redacted]

[redacted],I am sorry we spoke yesterday on this. We did try to cancel the unit the item had already shipped. Normally there is a 20% rerouting fee on this. Please read below on our website. Rerouting an Order Orders that have been fully processed into our warehouse or shipped may no longer be...

cancelled. Should you wish to return an order that has yet to arrive at the ship to location please contact our customer service department so they may request a rerouting of the package with the shipping carrier back to our warehouse. Once the order is received back into our warehouse you will be refunded 80% of the of the product cost in order to recoup shipping fees. When we spoke yesterday we said that they were willing to do this for 15% not 20. I apoloigze but once an item ships out we have to get our costs back for shipping out this unit. I am sorry you don't like our policies but they are in place for a reason. If you want to get it rerouted we still can for 15%[redacted]

Unfortunately the customer miss understood our listing. We do show an upgraded version of this model however we clearly detail in the description what is provided as seen below:

I have reviewed the customers account and it does appear that we did miss the credit on the customers PayPal account. That being said it looks like the customer spoke with one of our customer service agents on 2/13 and discussed this situation. At that point the agent requested an expedited credit...

and our accounting department issue a refund on 2/16.

The customer purchased this item off of OpenBoxDirect.com which states on every Scratch and Dent Item: This "Scratch & Dent" product is in very good working condition. Each unit is a fully functional return item with moderate to severe scratches/dents on one or more panels. The product has...

been tested for quality assurance and is certified “Fully Operational”. Please note that all "Scratch & Dent" units will not carry any warranty and are not eligible for a "buyer’s remorse" return. We can not validate what the customer has done with the appliance for the past 4 months. The manufacturer attempted to resolve the issue even though they are not required to based off how we sell these items. Again we specify that these items do not have a manufacturers warranty. If the customer chooses they can pay for service out of pocket with the manufacturer or take it to a local service provider.

Complaint: [redacted]
I am rejecting this response because:A reputable company would stand by their word when the discussion that was had on July 20th reassuring me that the item was as requested and confirmed by you staff to meet such requirements and would pay return shipping costs of the item and reimburse the total amount of $238.99.  Again, this is the request.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hello, I was on vacation and did not have email access when the last response from the company came in for this complaint. I would like to reject their second response, as it is clear from the invoice that I previously provided that the company shipped the defective refrigerator/freezer and should be held responsible. Aside from shipping, they are the parent company for Edgestar, who has refused to answer and/or acknowledge any emails that we have sent regarding a refund or for them to honor their parts warranty and provide us with parts to fix the defective unit. The company took more than 6 days to respond to my last rejection, and frankly provided a useless non-response. I do not see why my response time frame should be truncated when theirs was not. I'm still looking for resolution in this matter, please let me know what can be done to move forward in a meaningful way. Thank you [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the item was sold to me, how can this company said it was not available? I want my bought item at the same product and the same price.
Regards,
[redacted]

I am sorry you having an issue but this needs to brought to Edgestar. This is a retailer you are contacting the phone number is [redacted]. Since are you working with them already that is who you would need to speak to.

Complaint: [redacted]
I am rejecting this response because:Since filing the complaint, I've discovered that I had purchased a 1-year extended warrant on the product, which is still in force. However, the company now tells me the extended warranty did not begin at the end of the 1-year manufacturer's warranty on parts, but rather at the end of a 90-day labor warranty. Nowhere on the website where I purchased the kegerator and warranty, and nowhere on the purchase order, does it say that. Obviously, if you buy a 1-year warranty extension, you expect it to begin at the end of the manufacturer's warranty for the actual appliance. You expect to have two years of warranty coverage. This was deception pure and simple.Beyond that, the company's offer of a 50% discount on a refrigerator unit that should have lasted 15 or 20 years but instead last less than two is just that -- a half measure. And as I understand it, I would have to personally disassemble the defective until to install the kegerator gear on the new one. I apparently also would have to pay to dispose of the defective unit. Regards,
[redacted]