SharkNinja

Ms. [redacted], We apologize for any inconvenience this experience may have caused you. As discussed via email on 04/19/2016, the refund in the amount of $213.79 was applied to your [redacted]) on 04/18/2016 and should reflect on your credit card statement. As promised, we have also applied the...

20% discount to your Shark vacuum order. If we can be of further assistance please do not hesitate to let us know.   Regards, SharkNinja Escalations Team.

Mr.[redacted], We are sorry to hear about your negative experience with your Ninja Blender. As previously explained in our email conversations our records indicate we had replaced the necessary parts to resolve the issue at no charge. (warranty) The tracking number ([redacted]) with FedEx...

indicates the order is due to be delivered on 12/11. We do sincerely apologize for the delay in shipping your parts due to the back order status.  Should you require additional information please do not hesitate to contact me directly. Regards, [redacted]Euro-Pro Escalations Team[redacted] X.[redacted]@euro-pro.com

Ms. [redacted],We are sorry to hear that you are dissatisfied with your new Shark Navigator Lift Away Vacuum. You are correct in that if the Express Replacement program is offered and is accepted by you a new vacuum is shipped to you at a fraction of the retail price, it is a final sale. Upon...

reviewing your file we have offered that you return the vacuum to us at your cost for a refund less the shipping and handling. We have offered this option as a one time gesture in an effort to resolve the matter and provide you with a refund on the sale price of $44.00. We will be happy to honor the offer. If you wish to receive a refund of $44.00 please ship the product back to us and email us (OMBUDSMAN) the tracking number so that we may expedite the refund for you.We thank you in advance for your understanding.Regards,Euro-Pro Escalation team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[A vacuum hasn't shipped and I'm still being charged for shipping of the unit I shouldn't be charged for shipping especially since I don't know when I will receive a replacement unit forcing me to have to buy a vacumm because I can not get a replacement for almost two months. Please ship me one of equal or greater value since I am dealing with the manufacture they should always have product in stock since they are the maker of the product.
Regards,
[redacted]

Good Day [redacted],We are sorry to hear that you are dissatisfied with your experience as customer experience is our highest priority.Upon further review of your file we had confirmed the tracking number provided ([redacted]) does reflect the return of your product to our facility. We...

had processed the credit in the amount of $314.85 on 03/01/18. You should now see this amount reflected on your credit card statement. We sincerely hope that this matter is resolved to your satisfaction and we apologize for any inconvenienced this may have caused. Best Regards,[redacted] on behalf ofSharkNinja Escalations team

Good Day Ms. [redacted],Our records indicate that a brand new [redacted], Ninja Ultimate Compact Drink System was shipped out to you at no charge. This was sent in good faith, intending to receive your original product back via the [redacted] prepaid return label we emailed to you. Under these circumstances, please keep the Ninja Ultimate Compact Drink System (Over $130.00 value) as compensation for your experience.  Best Regards,[redacted] on behalf of SharkNinja Escalations Team

Ms. [redacted],We are sorry to hear that you are dissatisfied with our offer to resolve the matter. The Express Replacement is a final sale. That being said we have offered that you return the vacuum for a refund less the shipping and handling. We have offered this option as a one time gesture in an effort to resolve the matter and provide you with a refund on the sale price. We will be happy to honor the offer. If you wish to receive a refund of $44.00 please ship the product back to us and email us (OMBUDSMAN) the tracking number so that we may expedite this refund for you.If you should have any questions please do not hesitate to contact us directly.Regards,Euro-Pro Escalations Team###-###-####

Ms. [redacted],We are sorry to hear that you have incurred charges from your local post office. I have attached the order details for your review confirming that Euro-Pro Operating did not charge you for the replacement Motorized Floor Nozzle or for the shipping via [redacted] ground service....

Unfortunately, because the charges were not billed by or received by Euro-Pro Operating we are unable to refund these charges.Should you require additional information please do not hesitate to contact us directly.Regards,Euro-Pro Escalations Team###-###-####

Ms. [redacted],You will happy to know that your order shipped on 10/28/2015 via FedEx ground. The tracking number is [redacted]. According to the [redacted] tracking information, your order is scheduled to be delivered Saturday, 10/31/2015 by end of day.Should you have any further questions or concerns...

regarding your order please feel free to contact us directly for immediate assistance. Regards,SharkNinja Escalations Team[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
]I have yet to receive product, so this is not closed
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Requiring me to pay any amount of money for a replacement blender, whether it's for shipping or not, is unacceptable.  As far as I am concerned, I now have two blenders, both of which are within their one year warranty.  I expect the warranty to be upheld.  I require a replacement blender, that works, that will last at least up until the end of the warranty time.  The problem with the blender is a known issue that you seem to refuse to fix.  If you warranty an item, it is your responsibility to fulfill the claims within the warranty.  If this cannot be accomplished, I require a full refund of the original purchase price of the blender.  Furthermore, I am simply uncomfortable giving my credit card information to a company who are quite clearly unable to hold up their end of an agreement. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. Shark: The correct address is: [redacted]. The fact that your company typed in my street name as "[redacted]" instead of "[redacted]" should not matter because mailing goes by postal code and the shipping label should have arrived even with that minor error. I also noticed on the e-mailed shipping label that my name was spelt wrong. It was spelt "[redacted]" instead of [redacted]"I sent the old vacuum back via [redacted] with the shipping label I received in my e-mail on February 17, 2016. The tracking number shows you will receive it on Wednesday. 
Regards,
[redacted]

Ms.[redacted],We are sorry to hear that you are dissatisfied with the terms of your warranty. The reason our shipping charge is less is simply because we have commercial account with the courier. Should you have further questions please do not hesitate to contact me directly.Regards,[redacted]...

[redacted]Euro-Pro Escalations Team[redacted] x.[redacted]

Good Day Ms. [redacted],We are very sorry to hear that you are dissatisfied with your Shark Vacuum purchase as customer experience is our highest priority.We will have a member of our escalation team reach out to you by phone today to review all available options under your warranty. If there is a phone...

number that you can best be reached at during business hours, please let us know.Otherwise,If you should have any questions or concerns regarding your warranty terms, please do not hesitate to contact us directly. We can be reached at 1-[redacted], Monday-Friday, 8am-10pm EST or Saturday-Sunday, 9am-6pm EST. Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
My problem with this is that it puts the responsibility on me for this companies mistake and negligence. 1) I am not at home during the day and [redacted] is going to dump this product outside my door. I do not want to be responsible for this product and I don't feel I should be. This order was canceled TWO WEEKS ago and immediately after ordering. I contacted this company three separate times. Two by their contact form (which actually has a drop down for canceling) and once by their live text chat (who informed me that he could not cancel my order but the email "contact form" or calling the phone number would be fine).2) This company's negligence and mistakes and shoddy business practices are not my fault or my problem. Why should I have to take action and then be "credited"? What if the product is lost, stolen, or damaged? They sent this product long after the order had been canceled, but they still think the burden is on me their customer to have to send it back and then wait to be credited?3) The product has not been delivered yet. In fact, they just sent it out. I would think that they could simply contact their shipper ([redacted]) and have them void the shipment. 4) There are no [redacted] offices near me and I don't think I should have to load this thing (that they mistakenly shipped) into my car and drive it someplace. Yes [redacted] could pick it up, but then where is my proof that I returned it? I do not trust this company AT ALL after my experiences with them. They could simply say that I did not return the product and then try to bill me. 5) I've contacted my credit card company regarding this already and fully intend to dispute it if they try to bill me for something I canceled. Regards,
[redacted]

Ms. [redacted],We are sorry to hear you have had a negative experience with your [redacted] Vac and Steam. I have attached your warranty agreement which can be located in your owner's manual. If you require repair or replacement of your [redacted] you must ship the unit to us at the address listed. The...

shipping charges are not covered under your warranty agreement. We will repair or replace the unit at no charge to you. If you do not wish to follow your warranty process we can offer you our express replacement program when you order a brand new unit at a fraction of the retail price. Please let us know which option would work best for you.Should you have any questions or concerns please do not hesitate to contact me directly.Regards,[redacted]Euro-Pro Escalations Team[redacted] x. [redacted]

Good Day Ms. [redacted],We are sorry to hear about the delay with your replacement vacuum as customer experience is extremely important to us here at SharkNinja.Upon further review we have found that the repalcement [redacted] Shark Navigator vacuum shipped out to you on 12/03/2016 and was delivered via [redacted]...

ground on that same day. The tracking number is [redacted]. We hope that you consider this matter to be resolved to your satisfaction and appologize for any inconvience this delay may have caused. If we can be of further assistance please do not hesitate to contact us directly.Best Regards,[redacted] on behalf ofSharkNinja Escalations Team

Mrs. [redacted],We are sorry to hear that your new Shark Rocket Professional Vacuum does not meet your needs. Customer experience is extremely important to us here at SharkNinja. I left you a detailed voicemail message asking you to reach out to me directly for further assistance. I can typically be...

reached Monday-Friday, 9am-5pm EST. Please note that I will be out of the office on 09/02/2016, returning to the office on 09/06/2016. Please reference cr [redacted].I look look forward to speaking with you. Regards,[redacted] on behalf ofSharkNinja Escalations Team

Ms. [redacted],We sincerely apologize for the experience you have had with your Shark Navigator vacuum as consumer experience is extremely important to us. Our records indicate that your replacement floor nozzle had shipped in priority sequence and is expected to be delivered via [redacted] ground by end of...

day 05/02/2016. Your tracking number is [redacted]. We trust that this will resolve the issue. As requested, one of our supervisors had reached out to you by phone within one business day on 04/22/2016 and left you a voice mail message with their contact information. Please feel free to return their call should you require further assistance. Regards,SharkNinja Escalations Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Unfortunately you're going to have to waive the $19.95 charge, as you cannot be trusted, you've taken three months to come to any resolution.  Your website says you respond to inquiries within 24 hours, you obviously don't hold yourselves to that particular number, why do so with this one?  I now have two blenders, both defective, both within the one year warranty terms.  I'm not paying for shipping.  I should be charging you an hourly rate for your time. I would like a full refund of my purchase price.  The next letter will go to the Attorney General.
Regards,
[redacted]