Shaylexis Nails Salon

[redacted] purchased this mixer because he has a need and presumably he still has the same need The custom shaft requires a special chuck to mount to the motor and functions most like a drill bit Realistically, what good would a 22” shaft be if it could not attach to the motor or became longer as a result of the chuck? That would be a problem.It seems the main issue here is that it is too heavy to mount on his lid which is plastic and would be unsafe to mount as wellI mentioned in the prior email that what would have best fulfilled [redacted] ’s needs would have been the stainless steel hinged lid mixer for $and I mentioned we could give him a partial credit towards it.We are willing to accept his return minus $as a restocking fee for the customized shaft and provide a refund for the remainder.However, we have given this some thought and in the interests of resolving this amicably and satisfying [redacted] 's need for a lid mounted mixer, if he sends us back his existing mixer and blades at his cost, we will use it to provide him with the stainless steel hinged lid at no additional chargeTherefore in either case, he can send us back the mixer and both blades.If he wants a refund minus the $restocking fee then let us know and it will be provided once we receive the mixer and blades.Otherwise, we could use it to send him a brand new stainless steel hinged lid mixer that would have been $plus shipping at no additional charge The only thing we would need to know is the inner and outer diameter of his melter since most of our melters are square and the diameter of some of our melters have changed over the years, so I would want to make sure the lid would be the appropriate diameter.Please let us know your decision and we look forward to resolving this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

On 02/**/2016 at 01:47 pm I was on the phone with Dani while at same time waxmelter's website was opened to the EZ-Mix Agitator Blender Mixer page showing for $355. The web-page only showed one type of blade not the two kinds of blades that I received. It did not even mention about custom made blades or anything custom After talking with Dani about the depth of my tank 24", I  specifically ordered a 22" long haft for my mixing blade. Again, I stated that under order comments on my receipt that was emailed to me just a few minutes after I ended the phone call with Dani. By viewing my pictures of the blade #2 length,  blade #2 shaft length  and  blade #2 with chuck will show the total length. I didn't ask for a shaft of 20" plus 4" chuck that ends up - the 22' running - into the mixer. I thought by explaining what I wanted would be simple enough. As for the pricing that was on the website (02/**/2016) $355. , I would of called Dani back right away if there was a different amount showed on my receipt verse the website that I received that same day. I know what I saw and can prove the amount with a receipt.  If you need more pictures I would gladly forward them unlike what was stated before by Rosanna. To resolve this problem and move forward I would like to return everything back to Waxmelter (both blades and mixer) and pay for shipping. In return Waxmelter  refunds $400. to me and keep $70.00 (for the custom blade) with no restock charge,( total was $470.00)  If you would consider that then I would consider still purchasing product from waxmelter in the near future. I will be needing to add another bigger melting tank soon.  Reason for this decision: 1. confusion of the dollar amount of the purchase vs what shows on the receipt. 2. Never mentioned on phone or website about "custom blade for $70.00", 3. website does not display on website what your true purchase is or looks like - 1 or 2 blades? 4. Just like [redacted] example: you ask for 22" long , 22"gets cut and you pay for it, not adding things together to achieve a total of 22" length -how sad is that 5.Never mentioning about no refunds, nothing was ever mentioned, only time I heard that was from Rosanna yelling before hanging up the phone on me  and I'm a repeat customer 6. Blaming your employee about company website mistakes and office accounting mistakes - take ownership my receipt shows a different price amount.Thanks for your time,[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
 I have attached a copy of a receipt from today's (3-**/ Monday)  [redacted] store that will show the tracking number of the returned items along with the date (3-** / Thursday ) the package will return to Wax Melter's office. I agree to send back the mixer along with the (2) blades for a (minus) $ 70.00 restock fee and Having the remanding balance $400.00 crediting the credit card that was use during this transaction. There were two charges on my credit card first 02/**/16 $400.00 and second 02/**/16 $70.00. I would appreciate if the agreed $400.00 be returned within 24 hours of receiving the returned product. This has been a long drawn process and would like to resolve this issue by end of the week, (3-** /Friday)   Thank You for your assistance with clearing up this matter[redacted] & [redacted]

[redacted] claims the custom equipment he ordered was less than the price listed on the website and that he did not even receive the right custom equipment.  When he was referred to the website regarding the price and asked to send us a photo the equipment to verify if...

there was an error, [redacted] refused and instead filed this complaint.  It is my hope that with some clarification and by providing some options that we can resolve this matter amicably with [redacted].  [redacted] purchased an EZ-Mix which costs $425 on the website and he ordered it with a custom blade which was supposed to be an additional $70 (total of $495), plus shipping of $45 for a grand total of $550 (see attached).  There has never been a price of $300 for this or any other mixer at any time, much less for a custom unit.  Prior to placing his order, [redacted] mentioned to Dani that he had wanted to mount this mixer to his existing lexan (a form of light plastic) lid.  He was told that it would not work because the motor is too heavy for that type of lid.  Plus, that lid (plastic lid; not metal) is close to a decade old and it would never be advisable to mount a motor that spins on a something plastic like that.  Our lids are only made of stainless steel at this point.  He was told that if he needs a lid mounted unit, then he needed to purchase the lid mounted mixer (EZ-Mix350) which comes with a stainless steel hinged lid for $895 (see attached).   At that point he said he would just hold it by hand and use it by hand since it has handle-grips and is meant to be handheld.The reason he has never seen ONE of the blades he received (he did receive TWO blades) is because it was a custom made stainless steel paddle type blade which is suited for potpourri as well as candle wax(see attached).    Unfortunately, Dani made a mathematical error and subtracted the customized blade price of $70 from the $425 price for a total of $355 plus $45 for shipping, which is the receipt [redacted] received and why he was charged $400 (see attached).I noticed the error and informed Dani of her mistake and she contacted [redacted] with 2 options: 1) We would cancel his order and give him a full refund or 2) He would have to pay the difference of $70 for a total of $425 + $45 shipping of $470 and we would take care of the customization of the shaft for free and waive the $70 charge.  He agreed to the additional charge and for keeping his order, Dani offered to provide him with a standard wax mixing shaft as well at no additional charge.  This is the reason [redacted] received 2 shafts for his mixer rather than one shaft.  Further, any time someone orders a Custom unit (in this case an ez-mix with a custom blade), they are made aware on the website and verbally that there are no refunds for custom orders.  Once we fabricate and cut, weld, polish something for a customer’s needs, it cannot be returned since it cannot be resold.  All stores and even places like [redacted], etc… if you ask them to cut electrical wire or wood or order custom cut cabinets, then they have the same exact policy.Hence, [redacted] agreed upon the final price, final product and no refund policy and was absolutely fine with it, otherwise, he would not have placed the order or at least have canceled the order two times.After [redacted] received his unit, he spoke with Dani several times, as well as Anthony, Justin and Rosanna about this situation.  [redacted] claimed he only received the regular shaft and then he said he received the two shafts but none of them were 22”.  Dani told him that she would have to check with the warehouse to see how it could be possible that he did not receive any shaft when it was a custom order.  The shaft is a two part piece and once assembled does reach the specific length (see attached).  Once Dani found out that it was sent, Dani told him she would speak with accounting and get back to him on Monday, February **, 2016.  Dani is located in Seattle Washington so she is on Pacific Standard Time so her Monday morning is not 9am Eastern Standard Time. Regarding the possible 25% restocking fee, that prior Friday, [redacted] was told by Justin that if we received another order for a custom mixing blade, even a shorter one which we could shorten his blade, weld and customize it for someone else, we could do some sort of restocking fee of about 25% which would cover the labor and materials involved to modify his initial blade and then to do it again for someone else, but he would have to check with Accounting to see if that was possible since custom orders are not refundable and he did not know if we had any potential orders.That Monday, February **, 2016, as promised, he was contacted by Rosanna in accounting.  She discussed the matter with [redacted] and told him if the shaft with the chuck did not measure 22”, he could send a photo of it and we would correct the error but he refused.  He said he just wanted a refund and was not going to send a photo of the blade.   Unfortunately, he ordered a custom piece of equipment and knew the terms which as was discussed is not returnable.  Therefore, [redacted] ordered a custom unit, agreed to the price and terms TWO times and received what he ordered.  If there was any order discrepancy regarding the blades, we have already told him to verify with a photo for us but has refused and instead had filed this complaint seeking a refund.  Also, if he really needs the lid mount, he can order what he really needed which is the lid mounted mixer.  We already made an error and did not bill him for customization so if he pays the difference in price and sends us the mixer, we will waive any fees and use his motor and blade assembly to mount with a stainless steel hinged lid.  If he does not need the hinged aspect, we can reduce the price.  If we can provide him with galvanized instead of stainless steel we can again further reduce it.  We would waive any of the customization fees for both of the blades and shipping on sending out a new unit.Ultimately, [redacted] is an existing customer and we want to assist him as much as possible and hope that these options are acceptable to him.

[redacted] purchased this mixer because he has a need and presumably he still has the same need.  The custom shaft requires a special chuck to mount to the motor and functions most like a drill bit.  Realistically, what good would a 22” shaft be if it could not attach to the motor or became longer as a result of the chuck?  That would be a problem.It seems the main issue here is that it is too heavy to mount on his lid which is plastic and would be unsafe to mount as well. I mentioned in the prior email that what would have best fulfilled [redacted]’s needs would have been the stainless steel hinged lid mixer for $895 and I mentioned we could give him a partial credit towards it.We are willing to accept his return minus $70 as a restocking fee for the customized shaft and provide a refund for the remainder.However, we have given this some thought and in the interests of resolving this amicably and satisfying [redacted]'s need for a lid mounted mixer, if he sends us back his existing mixer and blades at his cost, we will use it to provide him with the stainless steel hinged lid at no additional charge. Therefore in either case, he can send us back the mixer and both blades.If he wants a refund minus the $70 restocking fee then let us know and it will be provided once we receive the mixer and blades.Otherwise, we could use it to send him a brand new stainless steel hinged lid mixer that would have been $895 plus shipping at no additional charge.  The only thing we would need to know is the inner and outer diameter of his melter since most of our melters are square and the diameter of some of our melters have changed over the years, so I would want to make sure the lid would be the appropriate diameter.Please let us know your decision and we look forward to resolving this matter.