Redfern Enterprises

Initial Business Response /(1000, 6, 2019/09/25) */
Customer emailed asking if we see a way to install the Shower that they had purchased from the *** and *** pictures. Customer was acknowledged that we see no way of it being able to be installed and so we offered to set up a refund file, explaining that we refund 100% of the purchase price paid at the show, and that the "freight must be prepaid to Redfern Enterprise, shipping charges are non-refundable and COD packages will not be accepted" as stated at the bottom of their receipt. Asked for their full mailing address and a scan or picture of the receipt in order to provide the customer with their RA#.
Customer provided their receipt, and not their address, expressing that they were verbally told at the show that they could do the refund locally. We explained that there is no customer services locally for them to do so, and that we only have a storage facility for our stock. Customer mentioned that they were lied to, refuses to pay for shipping as they asked specifically about returning it as they knew their washroom was different, and expressed this be escalated by phone call and that there is more information to disclose that has not been shared. Expressing "***."
Called the customer and *** verbally expressed that they have witnesses and have no problem sharing this on Social Media. Explained that this would be addressed to the owner of the company. Explained via email that our policy for the refund is at the bottom of their receipt and that is what we have to follow, and shared that the comments made were defamatory and if it continues that it can result in a defamation claim. Customer replied sharing what they would share on Social Media due to us not paying for the shipping for their Shower, and we replied expressing that they would be refunded 100% of the purchase price they paid at the show but the shipping to our company isn't covered. Also expressed that they only have a certain amount of days to provide their address to provide their RA#. Customer did share this through Facebook before reaching out to the Revdex.com.
Now that we have their full mailing address, I've completed setting up the refund file for the customer and the authorization # is ***. Please write this number on a piece of paper and place inside the original box for the Shower Me and ship to this address within 10 business days from today's date (expires Oct 10/19) to honor the 30 day money back guarantee.

Redfern Enterprises
C/O Customer Services
***

As soon as we receive the customers Shower Me, we will refund 100% of the purchase price by cheque, which would be mailed to the address that is listed in the customer's details in this case.

Initial Consumer Rebuttal /(3000, 8, 2019/09/26) */
(The consumer indicated he/she did not accept the response from the business.)
They have completely missed the point. They have sales people who are *** telling their customers false information as it relates to their return policy. I would not have purchased the item under the actual return policy so they are therefore acting in a completely ***, *** way. Once this was explained to the company they continue to act badly by threatening a paying customer with a law suit. I will not be returning this item as I want nothing further to do with this company. As I mentioned it is not about the money, it is about the principle. I will be making sure that everyone I speak with as it relates to their product, their service post purchase, know exactly how they treat their customers. *** I will be sure to express my dissatisfaction with this very unprofessional company to whoever chooses to listen. *** And frankly, if they continue to act this way they will find themselves quickly out of business. VERY DISAPOINTED CUSTOMER

Final Business Response /(4000, 10, 2019/10/03) */
Redfern Enterprises looked into the issues that was discussed, we take these matters seriously ***. The first the misrepresentation of lying could not be verified, it was a simple misunderstanding since the representative is local. *** Again *** has until October 10, 2019 to return the product prepaid with ***. Here is a copy of the sales invoice *** had provided which is very clear of our return policy.

Sarah *** unit that she purchased from Redfern Enterprises April 22, 2018 at the Veron Home Show, came back to us in non re-sellable condition. The filters were not cleaned which had caused an odor. This would take extensive cleaning to make this unit hopefully a demonstration quality and why Redfern Enterprises had to do the 20% restocking fee in order for our technicians to put in the time into the unit to try to make it a demo quality. This was explained in the email we had with Sarah.

On our receipt, it does state "30 Day Money Back Guarantee, from original date of purchase only; with no exceptions. Please call for a Return Authorization number, RA# is valid for 10 business days only and item must be received within this time frame or refund may be denied. We reserve the right to charge a 20% restocking fee if item is returned in poor or damaged condition and will be charged at the discretion of Redfern Enterprises. Product must be returned in re-sellable condition with all original packaging. Freight must be prepaid to Redfern Enterprises. Shipping charges are non-refundable. All COD packages will not be accepted."

On May 10, 2018, we stated in an email we can set up her refund file, quoting " Freight must be prepaid to Redfern Enterprise, shipping charges are non-refundable and COD packages will not be accepted. Massage Chairs, demo items and other items due to the nature of the product are a final sale, with no exceptions. Products will be inspected prior to processing any refunds. If the item is not in its original packaging, damaged, dirty or not in sellable condition we reserve the right to charge a 20% restocking fee that will be deducted from your refund, as stated at the bottom of your purchase invoice."

Once we collected Sarah's information, we then sent an emailed on May 11, 2018 "When your item is received it will be inspected prior to processing your refund. If the item is damaged, dirty or not in sellable condition we reserve the right to charge a 20% restocking fee that will be deducted from your refund, as stated at the bottom of your purchase invoice."

It is a rare situation for Redfern Enterprises to do restocking fees but this is to protect the company and to continue to have great products to distribute to all our customers.

The provable reason was the fact the filters of the product were not cleaned, creating an odor and making this in non re-sellable condition, which was explained to Sarah. This is why Redfern Enterprises had to do the 20% restocking fee on Sarah's unit, in order for the technicians to put time in to clean the unit to hopefully make this unit as a demonstration quality.

Initial Business Response /(1000, 5, 2018/04/25) */
Hi Charlene:

Our sincerest apologies for not being reached. I have looked through our data base and couldn't find the emails or the phone messages. I would like to make this right for you and get the warranty process started to get your Shower Me replaced under warranty.

I have sent you an email under *** to get this all started for you.

Initial Consumer Rebuttal /(2000, 7, 2018/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After multiple emails and phone calls to the company, without response, I filed a complaint with the Revdex.com and was contacted almost immediately by the company. They promptly agreed to replaced my product under warranty - which I received today. It's unfortunate that I had to go to the length of issuing this complaint but I am happy that my warranty has now been honored. Thank you Revdex.com.

Initial Business Response /(1000, 7, 2018/01/24) */
Abdul called Jan 23/18 at 11:06 am and spoke with the customer representative first regarding his 32 cm wok that makes his house stink when in use. The customer service representative was asking for information and Abdul became disgruntled about that whole process, the call was passed to me since that is what Abdul asked for. I then explained all we were trying to do is collect information to set up a file so when it comes in we will know that it is his, and that the parcel would be shipped back to sender if we have no information regarding his cookware.

I explained to Abdul if the wok has any scratches or discoloration due to oils being burnt into the cookware that this would void the warranty. From there explained the cookware's coating has a 5 year warranty for bubbling/peeling without any scratching and the stainless steel bottom has a life time warranty for the base warping/falling off. I have attached the warranty, pictures of what isn't covered under warranty and a picture of a manufacturing defect for you to see. This is why we were asking for pictures to be emailed so we can assist his claim and to show all this information. Abdul then said he does not have an email so we had no way of showing what we are looking for and to help him understand.

Collected his information over the phone, gave RA# *** and instructed that Abdul needs to make a photo copy of the receipt inside the box for the 32 cm Wok and to ship it to the address at the top of the receipt. I explained once it arrives it will be evaluated by our qualified technicians to see if it is covered under warranty. Explained if it isn't, we would have to ship the wok back.
Abdul said for us to just keep the wok if it isn't covered under warranty and that he is going to make a complaint to the Revdex.com regarding our attitude about the whole experience, and that he is going to change my attitude. I explained that he is free to do so and all that we are doing is following policy and procedures. We are looking forward to see what his wok is like so we can help his claim.

Initial Consumer Rebuttal /(3000, 10, 2018/01/29) */
(The consumer indicated he/she did not accept the response from the business.)
First of I never said I was going to change anyone attitude. secondly I was no disgruntled the problem im having with the wok is very simple, when I used it for the first time which I explained to you and your co worker was it has a very frustrating as you want the picture, any body can tell you you would not be able to tell how it smells by looking at the picture. I also told you I bought 2 sets of pots and dont have any complains about the pots, It seems you are only prolonging the process by asking for the pictures. I also told you I talked to the sales person who sold me the pot and she gave me the number to call you guys and your response was she is just a sales representative I mentioned she spoke for your company like what you are doing. you then started talking to me as if I was a 2 year old this is when I said I was going to complain to consumers affairs about your attitude. Yes I did say you could keep the wok, the only reason I said that you kept talking about the warranty and I ma 100% sure there is a default in the wok otherwise every item would smell the same. The Frustrating part is you dont seem too understand when I cooked in the wok the smell was so bad it trigged my breathing problem. you said to ship it to you guys but you failed to mention how? Its easy to call someone Disgruntle and shy away from the real problem, a reasonable response would have been to arrange to get the wok back instead of pictures which will never give you a proper investigation. I ask you again why would I make something up for the wok and say the pots are very good. all I was asking you to do was take the wok back and see what is wrong with it. you dont seem to understand that, what will it take for you to understand the problem I had to go see my doctor after using your company wok cause it ***, and a picture will never tell you how strong the smell is I mentioned my house smelled for 3 days after I used the wok and that meant nothing to you. I ask you to take this seriously please this affect someones life. I hope and pray your Company take this seriously. thanks in advance Abdul

Final Business Response /(4000, 12, 2018/01/30) */
When Abdul was explaining about his 32 cm wok making his house smell when in use, not once did Abdul mention that it was ***. Abdul only mentioned that the smell took up his entire home when in use. What we were trying to ask was if it was being cleaned enough, if the Wok was just being wiped down with no hand washing after use, I can see how that could cause the Wok to smell when in use. I was only speaking slowly since we had customers in our Calgary Office and I wanted to make sure I was able to say everything correctly without him becoming confused. There is only two of us that work in customer services and at that time we happened to have more foot traffic than normal.
We did explain to Abdul through our telephone conversation that the customer is responsible for the shipping to our Calgary Office and the address to ship it to is at the very top of the receipt, which he knows since he was wanting to just send the Wok in without us having a file made to indicate why his Wok was coming in the first place. Abdul didn't wish to give his information (being his full name, mailing address, email address, daytime phone number, picture or scan of the receipt) when we were asking and were explaining to Abdul that we were trying to help him. He honestly didn't like that process since that would be taking up his time (which I understand if there was something important he had to go to).
I have sent an email to Abdul (the email address that is in the Consumer Info on this case) with a PDF file that allows him to generate a prepaid shipping label in order for his Wok to come to our Calgary Office to be exchanged as a onetime courtesy. All Abdul has to do is follow the instructions to either make that label at home or to print off that PDF file to bring to any Canada Post and from there they can generate that prepaid shipping label. Once his Wok arrives, I will have a new one shipped to Abdul and will let him know if we do come across any manufacturing defects that he will need to be aware of in order to have his cookware last him a life time.

Final Consumer Response /(2000, 20, 2018/03/19) */
I have received my new wok today.

Initial Business Response /(1000, 8, 2018/01/16) */
We have received Anatoli's GT3000 for a refund and we did have to do a 20% restocking fee due to the unit not being cleaned. At the bottom of our receipts under the 30 Day Money Back Guarantee, it does state "We reserve the right to charge a 20% restocking fee. Product must be returned in re-sellable condition with all original packaging freight prepaid to Redfern Enterprises Ltd. All Shipping charges are the consumer's responsibility and are not refundable, no exceptions."

In the email Anatoli had with our customer services department, they did state to him "When your item is received it will be inspected prior to processing your refund. If the item is damaged, dirty or not in sellable condition we reserve the right to charge a 20% restocking fee that will be deducted from your refund, as stated at the bottom of your purchase invoice." I have attached the email thread to view. Nov 30/17, we have emailed Anatoli to let him know we do have to do the 20% restocking fee, and quoted the email stating before that this can be a possibility.

The refund was processed Dec 4/17 for $723.20 instead of $904.00 due to the GT3000 not being cleaned, making the GT3000 not in re-sellable condition. I also included another picture showing through our program that feeds all of our email cases showing that he was replied to when he was inquiring when he would see his refund.

Initial Consumer Rebuttal /(3000, 10, 2018/01/24) */
(The consumer indicated he/she did not accept the response from the business.)
The GT3000 unit was cleaned and put in original packaging before shipping to Redfern Enterprises Ltd.

Final Business Response /(4000, 12, 2018/01/26) */
I have re-submitted the email thread that we had with Anatoli but highlighted that we have mentioned that Redfern Enterprises has the right to to do a 20% restocking fee if they find the unit damaged, dirty or not in resellable condition, where Anatoli acknowledge the email by asking when will he be receiving the refund after explaining we had to do the 20% restocking fee.

Yes the unit came in its original packaging but the filters on the inside of the GT3000 were not cleaned, making the unit not resellable and why we had to do the 20% restocking fee. That restocking fee covers the parts and the labour cost in order for the technicians at Redfern Enterprises to hopefully make this unit at a demonstration quality.

Final Consumer Response /(2000, 9, 2017/08/17) */
I was able to secure a reasonable partial refund on this order through Paypal. While that is fine the company still needs to correct their system so future customers do not end up in the same situation. Please close the complaint. Thank you