Sole Control

Complaint: [redacted] I am rejecting this response because: On January 12, this merchant committed to a full refund of $without any conditions or stipulations by leaving that commitment on my home voicemail On or about February 14, 2018, this merchant again committed to a full refund through the Revdex.com and added a condition and stipulation to my receiving that refund by demanding that I agree in advance to signing a document of unknown content in order to receive this refund This demand is against all ethical and honest business principles that I am aware of and in my opinion demonstrates the deceptive, unethical, dishonest, and corrupt practices of this merchantThe merchant was told to mail the refund to my home in my last response and I still expect this merchant to mail a full refund to me in the amount of $as I stated in my previous response Unfortunately this is not the first time the merchant has committed to a refund and refused to follow through Sincerely, [redacted]

Complainant certainly received my response and offer dated Feb It was rejected per her response on Feb 18thShe rejected it No further offers will be made I'm closing my fileI'm sorry the complainant chose to not allow this to be resolved in an amicable fashion

Dear [redacted] ,We have received the complaint filed with your organization against our businessWe have evaluated the situation and would be glad to cooperate with the Revdex.com in making a good faith effort to resolve the dispute.Reiterating the customer’s complaint, the customer purchased a pre-ordered item on October 17th, Shipping for our company within the United States is generally $19.00, however the customer desired for the shipping to be sent as Next Day Delivery and paid $for the expedited service.The pre-order item, [redacted] One Wheat, Sku #: [redacted] ***, was released to the market on October 18th, Pre-orders are not delivered to our store until late afternoonOnce they arrive, we process the orders and have them sent to our main shipping center.The customer expected the shipment to arrive on October 20th, and was disappointed that the shipment was not marked shipped until October 21st, Some notes: • Difficult-to-buy pre-ordered items, like the one purchased by the customer, are typically only released on Saturday’s• As we do not have contracts with such major companies (***, [redacted] , etc.) we rely on other methods to gather inventoryHowever, we do guarantee the pre-orders to be in our possession for pickup or delivery by 3:PMOur shipping center, [redacted] , closes at 3:PM on Saturday’sWe do not include Sunday’s as a shipping day as it is not listed as a business day by postal carriers• We addressed the complaint with the customer prior to receiving a letter from the Revdex.com and refunded the additional cost for expedited shipping to the customer’s account via PayPalWe maintained the charge for shipping ($19.00)• Part of the customer’s complaint is that the shipment was still not received by October 22nd, • We did ship the order as Next Day Delivery (please see enclosed paperwork)• Our customers are informed that handling time is not included in estimated shipping time (please see enclosed paperwork).We understand the complaint filed against our business and we apologize to the customer for the inconvenienceAs always, customer satisfaction is of key importance to our companyThe customer noted that they would like a refund to their credit card as a settlement, however as aforementioned, we have already refunded the customer for the expedited service.If there is any other way we can be of service to the Revdex.com in regards to this complaint or if there are any other questions or concerns, please feel free to contact us immediatelyBest, Steven L Sole Control Management

Dear *** ***,
This letter is in reference to the complaint filed with your organization against our businessAlthough
we have missed the given deadline, we have reevaluated the situation and would like to make a good faith effort to resolve the dispute with the Revdex.comReiterating the customer’s complaint, the customer purchased a pre-ordered item on January 26th, The pre-order item, *** Dunk High SB ***, Sku #: *** ***, was released to the market on February 8th, As we do not have contracts with such major companies (Nike, ADIDAS, etc.) we rely on other methods to gather inventoryHowever, customers understand that, as a consignment shop, all pre-orders are not guaranteed and that there are circumstances that may force us to refund ordersUnfortunately, when the *** Dunk High SB *** released, it was sold by retailers over the manufacturer suggested price and with a shortage of stockDue to this circumstance, we delayed orders in hopes of obtaining the desired inventory from other outside sourcesWe were in contact with customers and explained the situation, which was well-receivedHowever, we discovered later that day that we would not be able to meet all requested ordersWe then initiated refunds to our customersSome notes:• Difficult-to-buy pre-ordered items, like the one purchased by the customer, are not general released (GR) itemsThis means there is a limited number given to retailers and the amount to be sold is unknown until the weekend of the release.• Due to the limited status, *** has been known to make last minute changes leading up to the release, including returning inventory back to vendors to be sold elsewhere, essentially creating a shortage.• We were eventually able to obtain a few pairs, however they were consigned items and not owned by the storeFurthermore, prices were set by consignors.• At this point, pre-orders for the item were refundedWe increased the asking price after viewing the going market rate for the item made by consignors.• The customer noted that a “friend” also pre-ordered two pairs of the same item at a higher priceThe customer noted that by February 14th, items were received by the friendI have reviewed orders leading up to February 14th, and have discovered that no such order exists.• We addressed the complaint with the customer prior to receiving a letter from the Revdex.com and once again explained the unfortunate circumstances surrounding the releaseWe offered store credit with the refund in hopes of retaining good faithwith the Customer.• The customer further notes that our store has the item in stock but at a higher priceAs aforementioned, we are a consignment storeAny items that come in after they are released to the market are brought in and priced by the consignors themselvesAlthough we advise consignors to sell at an appropriate price, we cannot force them to consign outside their desired range.• The customer pre-ordered another item the week after the *** Dunk High *** SB released and received the item without any complaints.• The customer stated that he “loaned” our company the amount of the purchase without CompensationCustomers generally understand that pre-orders guarantees them the ordered sizeIf we cannot obtain the size or item, we return to the customer the full amount of the sale with compensationWe understand the complaint filed against our business and we apologize to the customer for the inconvenienceAs always, customer satisfaction is of key importance to our companyThe customer noted that our business increased prices unfairly, however our website informs customers that prices are not set by our establishment and that they areset to change at any given momentIf there is any other way we can be of service to the Revdex.com in regards to this complaint or if there are any other questions or concerns, please feel free to contact us immediatelyBest,
Steven L
Sole Control Management

I haven't heard from them and I haven't received a refund or a release

Complaint: ***
I am rejecting this response because:
I have reviewed the merchant's response. Again the merchant deflects from the fact that the merchant committed to a full refund of $on January 12, 2018. This refund commitment by the merchant had no conditions or stipulations attached. Since January 12, the merchant has refused to honor her commitment for a full refund of $391.13, offered a partial refund on the shoes instead of the $391.13, offered a full refund for the shoes only instead of $391.13, and is now back to offering a full refund of $with conditions and stipulations attached to that refund. Under these circumstances, if the merchant is going to issue a refund check as indicated in the merchant's voicemail message left on my home phone on January 12, and as noted in her latest Revdex.com response, the merchant may forward that check via U.SMail to my home, and the cancelled check returned to the merchant by the merchant's bank will serve as proof of refund. I have no interest in clouding the refund process with the merchant's new conditions and stipulations. The merchant's conditions and stipulations are just another delay tactic to avoid issuing the refund due me
Sincerely,
*** ***

First of all, I have been in business since 1999, almost years in October and have NEVER had a Revdex.com complaint, and proud of it. Let me lay out the details of what has taken place over the past months so you receive a true account of this ridiculous and unfair matter and decide for yourself This individual has been a patient of mine for many years I am utterly shocked at her unwillingness to accept any responsibility in adherence to my policy, her unfounded accusations, denials, half-truths, intimidations and honestly bullying me into a full refund via in person and in a letter prior to this action with Revdex.com she has chosen to take I am taking the high road and freeing myself of this nightmare of months 1. The patient presented for new Orthotics with a Prescription due to an Injury approximately weeks prior on 10-10-and a pair of shoes were held for her at that time2. The patient presented back on 10-25-for Dispense of the Footwear and Custom Foot Orthotics, she Signed the Break- In Instructions which included the Business policy that Custom Foot Orthotics are Non- Returnable and Non-Refundable, and Footwear may only be returned if in original box with receipt and within days of purchaseShoes are non-returnable if there is excessive wear, and Management reserves the right to deny any return that does not meet the protocol outlined above. In addition, on this form which the patient signed, it states that she has received the prescribed items and am satisfied with both the workmanship and fit of the device at the time of delivery. Also, the instructions ask that the patient call in week with progress and to please follow the breinstructions. She left the facility with no complaints3. I received a call from the patient on 11-01-stating that she was breaking in the Orthotics sitting down and when she did gets up she was only in her socks. She informed me she had a pair of Birkenstock sandals. I advised her to start breaking in the Orthotics and standing in them for minutes and increase by minutes or so until she can wear them all day. I also advised her to wear her *** in place of going barefoot or in socks since they will provide her support when she has to get upI advised her to follow this and call me in week with per progress4. She presented on 11-10-(First Visit since Original Fitting) with no complaint of foot pain and felt that her feet were “flopping” in the shoesI added 1/8” full loose Cushion under Orthotic, which is what I planned on adding as the bottom cushion to finish the Orthotic which I normally do when dealing with an injury such as hers. The patient left the facility to continue breaking in the Orthotics, with no complaints5. I received a call on 11-20-with no complaints of foot pain, but still feels extra room in the shoes. I told patient I will be happy to hold a narrower shoe for her for exchange. I asked her not to wear the shoes outside if she was going to exchange. She stated that she will also look for shoes as well and call to make an appointment either for exchange or to fit her in what she purchases. 6. I spoke to patient approximately 12-07-and she called to cancel appointment that she had set stating that she had not gotten any shoes yet. Again, no complaint of foot pain, just the shoe fit7. Patient presented on 1-12-(Second and only other visit)for me to apply bottom cushion. No complaint of foot pain. Orthotic fit very nicely and went in the shoe very easily, in my opinion, and patient refused to walk in them and stated that she just didn’t like the shoe. She then asked me to check the Orthotic in a pair of shoes she brought with her and I expressed that it was too tight up front in my opinion. She then went to a shoe store in this area and returned shortly stating that they could not fit her in a shoe. She said it was because of the cushion I added. It was the same 1/8” thickness as the loose cushion that was added on 11-10-which I removed before I added the above final layer. I believe that they were fitting her in a smaller shoe which explained why the Orthotic didn’t fit in any shoe there. Again, the Orthotic went into the shoes she felt were too wide that I dispensed to her months ago very easily. I offered to reduce the cover which is a common adjustment, if necessary. Patient stated that she can’t deal with this, and refused to allow me to adjust, and stated that I am not listening to her8. I was with a patient at the time she returned and this scene took place. She left the Orthotics which showed that they had been worn considerably, she left the shoes as well which had dirt and salt on them, showing fuzz from her socks in the back of the heels, of course not allowing me to be able to resell them in that condition. She demanded her money back for both the shoes and Orthotics. I offered to give her a refund on the shoes (which now she has had in her possession for months) I reminded her of my policy on the Orthotics and Footwear. The Orthotics have never been an issue, never has complained of any pain or problem with the Orthotic. The shoe has been the only issue and I was gracious enough to offer refund on her shoes and she refused. She walked out of the facility and threatened to contact the Credit Card Company. The patient that I was with made me aware of her statement and I know would be willing to corroborate with what he witnessed. I was going to give her money back on everything, really just to not have to deal with what I had experienced, and thought about it over the weekend, spoke to my Attorney, and realized that I DID NOTHING WRONG over the past months and she was non-compliant and difficult as outlined in her chart, not me, and I was not going to allow her to bully me into returning full amount on shoes when she easily could have returned the shoes for either exchange or refund on the shoesI was still willing to refund her for the shoes as of 1-12-at again which she refused9. I then received a letter in the mail after a conversation with her on 1-24-stating that I had made a decision based on my business policy stated above, which she signed when she received both the shoes and orthotics, that Management deserves the right to deny any return which does not meet the protocol which is on the receipt, and on a large poster in my shop in clear view I did advise her that I took the Orthotics apart, put a thinner cover on it and told her she could go get shoes and they can trim the length to any shoe she wanted to put the orthotic in. I again offered to refund her money for the shoes again 10. So in answer to her original complaint: A. If she felt the shoes were to big from the beginning. Why did she just not return them? She had them for months? B. She states she came back to the store Several times? She was only here on 11-10-and 1-12-regarding the fit of the shoesC. She states that I offered to rework the Orthotics to fit in another pair of shoes she had which were too smallThat is true, SHE DID NOT ALLOW ME TO DO THAT and I did offer again to refund the shoes, but not the Orthotics. JUST PROOF THAT THIS HAS NEVER BEEN ABOUT THE ORTHOTICS, just the shoe. Then she states that she left and contacted the Credit Card Company. Guess that didn’t work for her which is why she contacted the Revdex.comD. I was so shocked at this encounter and felt such Intimidation that I did say that I would give her a full refund. This was on a Friday and I did however speak to my Attorney over the weekend and was told I had the right to deny any return that did not meet the protocol listed on the form which she signed and could change my mind and only offer refund on what was the Original issue of the shoe and stick to policy which has her signature on at Dispense on the Custom Foot Orthotics and FootwearThis is what was relayed to her on 1-24-18. So, with all that being said, I stand by my actions and quality of work in this instance. I stand by my track record over the last years in the StLouis area with regard to my patient’s care and faith that my referring Physicians have in my abilities and resultsAs much as I dispute what this woman has alleged, I will provide a full refund on the condition that she sign a Release that will be prepared by my Attorney which will be forwarded to the Revdex.com to hold as copy per their request and to the Patient for signature and returned to my Attorney for $to be released in the form of a check once the signed document has been received

Complaint: ***
I am rejecting this response because:I have read the merchant's response to my complaint and am disappointed the merchant's response deflects from the point of my complaint. From October 10, to January 12, the merchant was unable to provide usable goods and services to me. This is the merchants mistake. On January 12, 2018, all merchandise was returned to the merchant and the merchant returned my orthotic prescription to me. The merchant was clear I was not going to return. On January 12, 2018, the merchant recorded a voice mail message on my home phone stating I would receive a full refund of in the form of a check. When the check did not arrive, I called the merchant on January 24, and was told a refund check was not going to be issued. I expect a full refund of $as the merchant stated in the voicemail recorded on my home phone on January 12, 2018. I will not accept a shoe refund only, when the merchant made it clear in the voicemail that I would receive the $by check. I have no interest in allowing the merchant to deceive me further with services or a shoe refund. I will make the merchant's voice mail message available to the Revdex.com if requested
Sincerely,
*** ***

The product, the footware and the orthotics, were dispensed on 10/25/17 with proof of dispense, break in instructions, and her cast. Our policy is clearly stated on the break-in instructions and the receipt included with purchase. It's also posted and spelled out prominently in my store. I spoke to...

the patient on 11/1, she said she was breaking in the footware while sitting. I instructed her to increase her time on her feet by 15 mins daily and advised her to wear the [redacted] in place of walking barefoot. On 11/10, Patient came into the store for the first time since buying her shoes and reported that her feet are "flopping" in the shoes. I added loose 1/8in cushion under the orthotics until she can fully break them in to reduce extra room patient is feeling and provide cushion which patient felt she needed. Approx 11/20 I spoke to the Patient over the phone, she had no complaint of foot pain, however she still felt her foot is "flopping" in shoes. I advised her I will put aside a width narrower shoe and will exchange them for the original shoes, which is beyond our normal return policy of 7 days. I advised the Patient not to wear the original shoes outside if she was going to exchange them for the narrower shoes. Patient stated she will look for new shoes elsewhere. Approx. 12/7 patient called, she'd previously set an appointment, which she then cancelled because she said she hadn't gotten the shoes yet. I put the pair I was holding for her back in stock. 1/12 Patient presented for the final cushion layer. I removed the temporary cushion, added 1/8in. EVA to the bottom of the orthotics, it should have glove fitted very nicely. Patient didn't stand to see how to the shoes fit her. She said she just didn't like the shoes. Patient took her orthotics with her to another store to purchase other shoes. Patient said shoes could not be fitted because the cushion on bottom of the orthotic was too thick in back. I think the other store was trying to put her in narrower shoes. I offered to thin the insert to which she responded, "I can't deal with this, you don't listen to me" and left the shoes and orthotics in the store and demanded all her money back. I was with another patient when this scene took place. I notified her that the orthotics were non returnable, they were never the problem, but I was happy to return the money she'd paid for the shoes so she can go somewhere else to get fitted in any size she wanted. They could trim the orthotic. I am willing to return the cost of the shoes ($130 plus tax = $141.03). I cannot resale these shoes because of the wear. She's been a patient of mine for a long time. She has still never complained of foot pain from the orthotics, they've never been an issue. The orthotics show wear which indicate they've been consistently worn. I'm willing to waive my return policy in regards to the shoes and I'm happy to return her money for the footware, which was the source of her concerns. She's still able to come back and pick up the orthotics whenever she'd like; we're holding them here for her. Even though I cannot refund the cost of the orthotics, she can always bring her shoes in to have her orthotics fitted to them in the future.

Per our company policy we do not offer cash refunds

Complaint: [redacted]
I am rejecting this response because:
On January 12, 2018 this merchant committed to a full refund of $391.13 without any conditions or stipulations by leaving that commitment on my home voicemail.  On or about February 14, 2018, this merchant again committed to a full refund through the Revdex.com and added a condition and stipulation to my receiving that refund by demanding that I agree in advance to signing a document of unknown content in order to receive this refund.  This demand is against all ethical and honest business principles that I am aware of and in my opinion demonstrates the deceptive, unethical, dishonest, and corrupt practices of this merchant. The merchant was told to mail the refund to my home in my last response and I still expect this merchant to mail a full refund to me in the amount of $391.13 as I stated in my previous response.  Unfortunately this is not the first time the merchant has committed to a refund and refused to follow through.
Sincerely,
[redacted]

Complainant certainly received my response and offer dated Feb 14.  It was rejected per her response on Feb 18th. She rejected it.  No further offers will be made.  I'm closing my file. I'm sorry the complainant chose to not allow this to be resolved in an amicable fashion.

Dear [redacted],We have received the complaint filed with your organization against our business. We have evaluated the situation and would be glad to cooperate with the Revdex.com in making a good faith effort to resolve the dispute.Reiterating the customer’s complaint, the customer purchased...

a pre-ordered item on October 17th, 2014. Shipping for our company within the United States is generally $19.00, however the customer desired for the shipping to be sent as Next Day Delivery and paid $75.00 for the expedited service.The pre-order item, [redacted] One Wheat, Sku #: [redacted], was released to the market on October 18th, 2014. Pre-orders are not delivered to our store until late afternoon. Once they arrive, we process the orders and have them sent to our main shipping center.The customer expected the shipment to arrive on October 20th, 2014 and was disappointed that the shipment was not marked shipped until October 21st, 2014.
Some notes:
• Difficult-to-buy pre-ordered items, like the one purchased by the customer, are typically only released on Saturday’s.
• As we do not have contracts with such major companies ([redacted], etc.) we rely on other methods to gather inventory. However, we do guarantee the pre-orders to be in our possession for pickup or delivery by 3:30 PM. Our shipping center, [redacted], closes at 3:00 PM on Saturday’s. We do not include Sunday’s as a shipping day as it is not listed as a business day by postal carriers.
• We addressed the complaint with the customer prior to receiving a letter from the Revdex.com and refunded the additional cost for expedited shipping to the customer’s account via PayPal. We maintained the charge for normal shipping ($19.00).
• Part of the customer’s complaint is that the shipment was still not received by October 22nd, 2014.
• We did ship the order as Next Day Delivery (please see enclosed paperwork).
• Our customers are informed that handling time is not included in estimated shipping time (please see enclosed paperwork).We understand the complaint filed against our business and we apologize to the customer for the inconvenience. As always, customer satisfaction is of key importance to our company. The customer noted that they would like a refund to their credit card as a settlement, however as aforementioned, we have already refunded the customer for the expedited service.If there is any other way we can be of service to the Revdex.com in regards to this complaint or if there are any other questions or concerns, please feel free to contact us immediately.
Best,
Steven L
Sole Control Management