Smarthome.com

From: [redacted] < [redacted] >Date: Tue, Dec 23, at 6:AMSubject: Re: You have a new message from the Revdex.comTo: [email protected] have received my refund finally.got a call back from them only after I told them about Revdex.com and taht I had turned them into google trusted stores.thanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First off, sending a tracking slip with a weight on it does not prove that the box weighed that amount We use [redacted] at my business to ship aerospace parts and there is no requirement in FEDEX's program to use a scale A weight can simply be manually entered into the [redacted] shipping program or the box can be weighed prior to closing it for shipping Your argument is weak at best Secondly, asking us to contact [redacted] when you are their customer is laughable Have you ever called Amazon and they told you to contact their shipping provider? This is passing the blame in the hopes that it will go away.In addition, please see attached for pictures of the package you shipped As you can see there was no removal and re-application of tape meaning it wasn't opened until I received it There isn't even enough room in the box for two Insteon Hub Pros as you can see from IMG_with the unit turned sideways On top of that ample air packaging was added which also does not leave enough room for another Insteon Hub Pro box It is apparent that this box is in its original configuration I wouldn't have called the day I received it to wait on the phone for minutes with no answer or estimated wait time if the box had a second unit within it I wouldn't have then sent an email and called again on a Saturday to waste more of my time if a second unit was within it My wife wouldn't have called yet again to waste some of her time if a second unit was within it.I would like to point out that there is obviously a reason Smarthome has stars on Yelp, stars on Glassdoor, various posts on Ripoff Report and over 1,star ratings on Reseller Ratings I am sure that if I wanted to waste even more of my time looking for reviews of your business I could list those as well It may be that you really believe you aren't at fault, but it takes time to look into a customer service issue and having a constant near hour wait time on your phones and a business day turnaround time on your customer service email shows that customer service is simply not important for you Maybe check your cameras in your shipping department and see where the second unit disappeared because the box sure wasn't shipped with two (two wouldn't even FIT!) Hypothetically let's say that it was shipped with two ignoring all known physics, maybe you should contact [redacted] and file a complaint because my order wasn't fulfilled if I did not get a box with the correct quantity of items It is your job as the distributor to make sure that I receive what I ordered which I DID NOT!The sad thing about all of this is that we planned on installing full Insteon systems in our home, our lake house and our business With this experience I have no choice, but to move onto another manufacturer Possibly one with a more customer conscious main distributor Regards, [redacted]

We apologize the customer had this experience from our websiteThis customer did call in several timesAnd each time was offered a return with a full refund, as well as being directed to the terms and conditions page of the price match policy.The link is here: http://www.smarthome.com/returnpolicy.htmlWhere the policy clearly states :If within days of shipped date of your order you find an identical new product in any national print advertisement for a lower price, send us the printed ad and we'll promptly refund the differenceYour 100% satisfaction is our goalClick here for full details on our lowest price guarantee

Once again, we do apologize to [redacted] for not having the tracking information available when he contacted usAs we told him over the phone, as well as stated on our site, the item that he ordered is a direct ship item, meaning that it ships directly from the vendorSince these ship from the vendor, and not from our warehouse, we do not receive readily available tracking information on them and need to go through the proper channels to obtain the information from the vendorThe vendor has responded to our request for tracking information and the item was shipped with UPS tracking number: [redacted] , which is expected to be delivered to him on 9/

The Credit Card Verification form is standard practice for any customer with no history with us placing a large first time order.It is a fraud measure for the customers protection.The customer is not obligated to do this, they may also use Paypal, a nationally recognized secure purchasing system.Again, this is for the consumers protection, and we are fully compliant with all security regulations with this data.The customer was notified both over the phone and via email that the manufacturer of this product has ceased all shipment of it.It is unfortunate, and we have, and do again issue our full apology in this matter.Additionally the customer was refunded immediately of the full amount of this product on the day we spoke with him, and have record of the refund available at the request of the Revdex.com at any time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have already been over with this with this company They have doctored the invoice they attached after the sale was complete A simple search on their site shows that the amount of the transaction was $ The company has been provided the attached files showing the amount at the time of the sale several times and have already agreed to refund the overcharged amount twice Which they have failed to do The attached copies of the real invoice and order summary clearly show the correct amount of $and their forged and fraudulent document has been altered after the fact I find it disgusting this company is steal from it customer is a way in which most people would not bother to object Then when it is brought to their attention they do nothing to rectify the problem but continue to commit fraudulent charges to customer’s credit cards Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below They offered me a refund if I ship back and pay shipping back to them, I also would need to order from another vendor.I would like the Revdex.com to look at my claim with attached links and sees info their advertising is deceptive, Regards, [redacted] ***

There has been an unprecedented influx of custom etched orders this holiday season and we are moving your order along as fast as possible.We would be happy to overnight these to you along with our apologies for the delay

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I am attaching the USPS confirmation of the returned item (using the postage paid label SmartHome provided me) delivered to SmartHome's PO on May 27, that they have neglected to pick up This item is only a small portion of what I am due for a refund There was another part on that same order (order# [redacted] ) that was never shipped and a subsequent order (order # [redacted] ) that was cancelled (email confirmation from SmartHome dated May of cancellation of both orders attached) I have made numerous phone calls and emails to SmartHome with no satisfactory response other than days ago receiving the vague response that the "refund is currently being processed", and no indication of when my credit cards will actually be credited, other than it could take 2-weeks, which is unacceptable, considering the circumstances.In summary, I have returned any item I did receive from SmartHome, using their label, and they have not picked it up from their Post Officethe balance of items on the first order were NEVER shipped and the order cancelledthe second order was cancelled before any shipment was madeThey have charged my credit cards for items not shipped Any other on line company I have ever dealt with will NOT charge a customer's credit card until the items are shipped.I would like a refund to my [redacted] account ASAP from a charge placed on April for the item returned and the item that was never shipped and ultimately cancelled in the amount of $387.00.I would like a refund to my [redacted] account ASAP from a charge placed on May for the order that was cancelled, and therefore never shipped, in the amount of $426.44To date my credit cards have been charged a total of $and I either returned any item I have received from SmartHome or cancelled the items ordered, so therefore do not possess anything from SmartHome I do not see any reason why my credit cards have not received any refund from SmartHome I have contacted them numerous times with no success and continue to get the "run around" from their customer service department.Thank you for assisting me with this issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that their response is inadequate and does not resolve my complaint Here is the details:(1)SmartHome stated in their response: "refund was completed and given before his chargeback date, but many credit card companies will not post them to the account immediatelyWhich is the reason he did not see it on his statementA fact beyond our control, and could be confirmed with a call to the credit card company."My purchase was made with DiscoverCard, not PayPal Yes, I did confirm with DiscoverCard per my original complaint I stated in my original complaint that I did show DiscoverCard statement screenshot to the company representative (***) to prove that the refund was not received until 11/ In an email dated 12/7:24am, [redacted] stated 'We are waiting on the bank and credit card to do their processThat can take weeks or months." In a later email, [redacted] admitted that the company was using PayPal, a third-party processor, to handle the transaction ***' statement shows such extraordinary delay ("weeks or months") from their third-party processor is not unexpected by the company As a result, the company should be held accountable for the delay on their part.(2)Most companies do not have this delay/problem For example, I have another refund from a different company on 12/1, and the refund was received by my credit card company on 12/(proof could be provided if requested) In response to my Revdex.com complaint, SmartHome stated "a fact beyond our control." SmartHome chose to employ PayPal, a business decision theirs to make, but the consequence also theirs to bear SmartHome should not blame the customer if they know PayPal suffers from extraordinary delays.As outlined in my original complaint, when I followed up on 11/about the refund delay (RMA was received on 10/28), the company replied (in an email dated 11/8:31am) with an apology and a promise that the refund was issued "today" (i.e11/14) The company should have shared the fact that the refund was not issued to the credit card directly but via their slow processor (PayPal) so the customer could expect delay.(3)SmartHome should recognize, and respect, that the customer has every right to ask his credit card company to investigate not receiving the refund on time In fact, the customer showed extraordinary good faith by contacting the company first on 11/and also waiting for a full week until 11/to request his credit card company for an investigation On the contrary, SmartHome conveniently ignored the facts in an email dated 12/6:57am, [redacted] questioned the customer why he did not first contact SmartHome This is immediately refuted when the customer sent him a copy of the 11/email The first allegation of fraud, and subsequent allegations, which are refuted, show the company is not fair in handling the customer's complaint and could not want to handle the matter in an objective manner.(4)SmartHome should be honest in honoring their advertised promotion During Thanksgiving weekend, the company solicited for my purchase with numerous emails offering a 22% promotion, only to subsequently refuse to honor it when they cancelled my 12/order for reason that is not the fault of the customer They can blame PayPal, but certainly not the customer as explained in (3) above The Revdex.com response by SmartHome does not address my request in my Revdex.com complaint: the company should admit their problem and provide a 22% coupon to the customer to be used in a future purchase Regards, [redacted] ***

We do regret the experience of this customer The shipping label we have on file for this return shows it has not been used and our returns department has not received any shipment from this customer However we acknowledge the possibility of an error on our side of the process, and for the sake of customer service we have issued the two refunds One will be coming via Amazon for the original purchase, and the second directly from us, including all shipping costs We regret any negative experience this customer may have had, and we hope that these full refunds will restore the good faith between us Thank you, and we hope this will satisfactorily close this complaint

We do greatly apologize for your experience with this order.Unfortunately in the case of this order, we are not the manufacturer of this product.The website stated the item was out of stock, and displayed the expected in stock date regarding our PO from them.The manufacturer has failed to supply the merchandise habitually now, and the credit card authorization from the order has expired, so we had no choice but to cancel the order.There was an auto generated email sent to the email addressed to this order to inform the customer, and he was never charged.Additionally, before this complaint the customer was contacted via phone and offered a large discount on his next order

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Smarthome.com never pro-actively followed up or communicated order statusWhy would I give them any more of my business? 25% off next order, go take a hike I will inform all my friends, neighbors, relatives and internet followers of this negative experience with smarthome.com] Regards, [redacted] ***

We have, and would still be happy to pay for return shipping for this customer, and issue a full refund

I do apologize for the experience.In regard to the drone, we were under contract with the manufacturer to fulfill our orders.Unfortunately the manufacturer stopped shipping the item to our clients and failed to inform us.We have pulled it from our site and are in the process of refunding everyone
who never received their shipment.In regards to your refund, it has already been processed.There was a delay due to our accounting department being closed during the holidays.It has already been authorized and refunded, accounting has informed me it should be about another business days for it to transfer between banks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not dispute your shipping policies as statedWhat I am disputing is the fact that it took hours for you to process and ship an order that you knew was a rush orderHad the order been process and shipped on Thursday MORNING I probably would have received my order on Friday or Saturday and not on Monday
Regards,
*** ***

The refund to the *** card has already been issued. If you do not see it on your statement, call your credit card company and they will confirm the funds have already been released back.We cannot control how fast *** makes funds available to their customers.In regards to the order that was canceled; No funds are captured until the order shipsWhat you see is a pending charge that will automatically drop off. This is at the privy of your credit card company.So again, some due dilligence to the CC company will prove we are no longer holding any of the customers funds

We never received the return from Mr***, and the United States Post Office advised that the shipping label was never used.He then filed a chargeback before requesting a refund.Per law, when a chargeback is filed we cannot immediately grant a refund.Although this customer has never returned
the product to us, we have resolved the chargeback and released the funds back to him in the name of customer service.We hope this resolves the matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The reply to my complaint did not address my concern of advertisingIf what I was told by the customer service agent is true, then the actual shipping date for the product I ordered usually exceeds the advertised shipping dateMoreover, the receipt states the product ships from our warehouse; in fact, it ships from a suppliers warehouseFinally, I was told that I would be emailed a shipping notice with a link that would allow me to track the package; I did not receive such notificationAre these not untruthful business practices?
Regards,
*** ***

Hello, We offer a same day shipping promise to all of our customers when you place an order by 6PM Eastern (3PM Western).USPS Priority, Deluxe (FedEx Ground), Two-Day and Overnight orders for in-stock items received by 6pm Eastern (Mon - Fri) are shipped the same business dayOrders
received after this time ship the following business dayThis order was received at on: Order DateJan 13, 3:17:PMThe order was processed and shipped the following day, as promisedIn regards to the shipping method, this package was delivered on timeHere is a copy of our delivery information, as stated on our shipping page: http://www.smarthome.com/shipping Overnight and Two-Day DeliveryFedEx rates are based on weight, dimensions, and delivery addressShipments will be delivered Monday through Friday to home or business addressesExpress service not available for P.OboxesA refund was not offered because we met all of our shipping promises and delivery promisesBest Regards