Telebrands

Review: Tele order sys, not working. No live rep. Customer responses not captured and sys repeats quest. No confir #. Order Process cancel policy. False/Fails

Saturday 1/25/2014 www.hurricanemop.com informercial advertised mop which I called to purchase. 1800 number used for purchase and routed to a completely automated order processing system that did not allow for a live representative for vital order processing information such as product ordered and ending payment. Cross selling and upselling was more important prompting than confirmation of product purchased. I tried to respond to prompting appropriately and the system did not recognize my responses. I was unable to tell what was selected by end of call and how much my mop was going to cost, I did not want any other promotions and I could not skip to the end or get a live rep on the phone. I felt like my purchasing power was taken from me during the call and I was going to have to pay the cost at end of call. Credit Card information was required prior all other offers. Call ended and I did not have any knowledge of my order or the amount of what I purchased. I know from my bank that hurricane mop requested $95. At this point, I called back to cancel. I did not know what I had ordered and I DID NOT authorize a $95 purchase. At best I was calling to receive the mop and an extra one, approx $55. I tried to cancel my order on Saturday and was told that my order could not be cancelled, in direct conflict with order policy. A "pre-cancellation", not a real cancellation was all that was offered to me which does not have any guarantee. I do not have a timeframe on when product will ship however, due to complete chaos with order system I would like to cancel my order and I cannot. I am told today Monday 1/27/2014 that I must wait 24-48 business hours before my order can be cancelled by Telebrand telemarketing/customer service people in India without again any guarantee.Desired Settlement: While the product my be what I was looking for, I will purchase local. Order via this 800# system has flaws and I will never use it again. I would like my order cancelled and my money refunded, if appropriate. Not sure how to contact someone prior to order billing and shipping.

Review: I ordered a product from this company they debited my account of 37.27 on Jan 14 2016 but actually took 54.97 for a product that cost 14.99 then on Jan 18 2016 too another 55.87. When I called I was hung up on 7 times by the reps supervisor and the manager. All of whom said to me when I ordered the amount was put on hold when in fact this was not true, my bank even confirmed this. They double charged me and overcharged me times 2. I asked for my money back they asked me to take photocopies and fax them my bank statement when they took all my money I have no money to submit. They left me in undue hardship and unable to pay my bills. I will never do business with this company again. My bank is now investigating the withdrawals.Desired Settlement: I want this resolved quickly and in a proper manner

Business

Response:

Dear Revdex.com, Please accept my apology for any delay this may have caused. In order to resolve this, I have indicated what has transpired below on behalf of Telebrands. Order # [redacted] received 01/14/2016[redacted] = $14.99Processing and Handling = $7.99Tax = $4.29Additional Surcharge to ship to Canada = $10.00Total = $37.27 We are sorry that the customer is not happy with their ordering experience. I was unable to reach the customer by phone to explain this. This order was placed on a US site and shipped to Canada. The price we see is in American funds, but their credit card reflects the Canadian rate. We have only charged this amount once, they may have seen a preauthorization when the order was first place. That is just a pending charge and is removed once the order ships. The customer can check this with their credit card company. Since quality customer service is very important to us I have issued a credit to their account for the amount billed of $37.27. Sincerely,Customer Service Specialist

Review: I had order bullseyes pee pads with two day overnight shipping in Jan. It has been a week with no tracking or shipping. I did call CS and they cannot give me a tracking number, cannot give me a date when it will be shipped, cannot cancel order. The ad clearly states overnight or two shipping. My cost for two shipping was 16.92 and they do not ship at all. The order was 75.72. CS reps [redacted] would not let me speak to a supervisor for over 15 minutes. I finally got a supervisor name [redacted] which could not give me a tracking number (states it has not shipped; gee reason for call) He could not give me a refund in either shipping or total order. I requested a refund and this company cannot do this since they haven't shipped the product. They have no abilities to satisfy a customer in shape or form. All I have is an order number and a withdrawal from my bank account. Their advertisement is false on shipping the product and there is no way to get satisfaction from this company to any of the above issues, hence a company that is advertising false statements.Desired Settlement: I would like to see this company revised their ad, let the public know there is no immediate shipping, no recourse in refunds or partial refunds. I want my money refunded now, I do not want the product ship at all.

Review: I order Star Shower from telebrands on 12/09/15 and on 12/11/15 was contacted by automated call telling me that my item was on backorder and I would not receive it until after 2016. On 12/12/15 I sent them an email to cancel my order. I tried several times to contact them by phone and was on hold for 30+ minutes. On 12/15/15 I finally was able to talk to a rep who told me I could not cancel the order because it was already shipped. I asked the ship date and was told 12/12/15. On 12/15/15 I received an email that my order had been processed and shipped on 12/15/15, not like the 12/12/15 date I was told by the rep., so therefor my order could have been canceled as I requested on 12/12/15 at 7:00am. They flat lied to me about the shipping and they charged my bank account $49.88 which I have not been able to get returned.Desired Settlement: Would like a refund of the $49.88 for the product as well as $50.00 for the time and effort I have spent trying to resolve this issue, for lying to me and for the use of my funds, for a total of $99.88.

Business

Response:

Dear Revdex.com, Please accept my apology for any delay this may have caused. In order to resolve this, I have indicated what has transpired below on behalf of Telebrands. Order # [redacted] received 12/3-2015 STAR SHOWER RED/GREEN - $39.99 PROCESSING AND HANDLING $9.99 Total $49.98 Credit issued $49.98 We are sorry that the customer was not happy with their ordering experience. We received the merchandise and shipped the order. The customer contacted us to cancel the order. Unfortunately this was already in the process of being shipped. Credit was issued to the customers Visa Account ending in [redacted] for $49.98 on 12/15/2015. Quality customer service is very important to us and we apologize for the delay. Sincerely, Customer Service Specialist Tell us why here...

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not really rejecting the response, but this was the only way to let the Revdex.com know the truth of what happened. Aprox. 3 days after placing the order by phone, we received a pre-recorded phone call stating that the item was on back order and we would not receice it until after 2016. The next day, (12/12/15) I sent 2 emails at 7:00am requesting that the order be canceled. On 12/13/2015, I attempted to contact them by phone to confirm the order was canceled. I was put on hold and told it would be aprox 7 minutes. After being on hold for 40 minutes, I hung up and on 12/14/2015 I was able to get to talk to a rep. of the company and hr told me that I could not cancel the order because it had already been shipped. I asked what date it was shipped and was told 12/12/2015. I told the rep that it was pretty strange that it was shipped on the same day I sent emails to cancel the order. The rep finally told me that when I received the package, to return it and that my account would be credited within 6-8 business days. I contacted my bank and payment had not yet been made to telebrands, so they agreed to help me with my issue. Telebrands told me the item shipped on 12/12/2015 and on 12/15/2015, I received an email from telebrands that my order was processed and shipped that date, the 15th. I also received notice from DHL (a trucking company) that they had the package and showed a delivery date to me of 12/21/2015. When I received the package, I refused it and returned it to sender. The fact being that after honestly trying to cancel the order before it shipped (and was able to do so) telebrands were so determined to get my money, they flat out lied to me on the shipping date(s). My bank was able to issue a "Visa dispute" and get my money back for me, but not until I had spent several hours contacting telebrands, my bank and having to provide proof that the order had been canceled before it had been shipped. Because of the dis-honesty of the telebrands company and their rep., I think I should be compensated for my time and their dis-honesty in the amount of $50.00.

Regards,

Business

Response:

Dear Revdex.com, We are sorry that the customer was not happy with our first response. Credit was issued to the customers Visa Account ending in [redacted] for $49.98 on 12/15/2015. This should reflect on their next billing statement. Quality customer service is very important to us and we apologize for the delay. Sincerely, Customer Service Specialist Tell us why here...

Review: My wife placed a TV order over the telephone with Hurricanemop.com, through TeleBrands Corp., for a 2 for 1 hurricane mop offer, for 2 payments of $ 19.98, with free shipping and handling. She received 4 hurricane mops with a bill totaling over $ 162, with two separate shipping charges of $ 12.99 and $ 9.99. My wife spoke with [redacted] with customer service to ask for a credit of $ 122 ($ 162 - $40 offer) and he was very uncooperative. He said the best he could do was to give my wife a credit of $ 25 for the 4 mops. My wife had no alternative except to ask the credit company to place a stop payment on the $ 162 charge.Desired Settlement: A credit for the overcharge of $ 122 and a free shipping label to return the 2 hurricane mops that my wife did not order.

Review: I call in for a cancel my order n they still sent out productDesired Settlement: I would like refund an knives for free for my unconvenuis an my time

Review: I was looking to make a purchase of the item but after confused with commercial advertisement and internet differences I exited out of the website: however to only find I was charged not for 2 but 3 of the items. When I called to discuss the matter they didn't want to give any money back they wanted me to pay to send the items back so I asked to speak to a manager. He agreed to give me $50 credit to keep all 3 items but was still more than the advertised price. I was not given the full credit as of yet and this had caused my bank account some fees and for me to not have any money in my account due to another charge from them.Desired Settlement: Total refund plus fees occurred from my bank in the amount of $165.

Business

Response:

Dear Revdex.com, Please accept my apology for any delay this may have caused. In order to resolve this, I have indicated what has transpired below on behalf of Telebrands.Order #[redacted] RECEIVED 05/15/14Hurricane Spin Mop Deluxe + Sticky Buddy x 2 $99.96Additional Hurricane Spin Mop + Sticky Buddy $29.99Processing and handling $12.99Total $142.94 2-payment option selected: 1st payment: 05/27/14 $92.96; 2ND payment: 6/26/14 $49.98Credit: 06/05/14 $25.00 We are sorry that the customer was not happy with their ordering experience. I have indicated the offer details below:Today we 'll send you the Hurricane Spin Mop, complete with the super light alloy mop handle, super absorbent microfiber mop head and the specially designed washer/dryer bucket with centrifugal technology, along with the incredible Sticky Buddy, for just two easy payments of $19.99 plus $12.99 shipping and handling, conveniently added to your first payment. You'll also have the opportunity, as a special offer, to get a second Hurricane Spin Mop and another Sticky Buddy for a separate $19.99 fee. Remember, the Hurricane Spin Mop comes with a 10 YEAR GUARANTEE and, when you order today, we'll upgrade you to RUSH DELIVERY!Our records indicate that a credit of $25 was issued on 6/05/14. Since quality customer service is very important to us, I have issued a full credit of the order in the amount of $142.94. We thank you for your patience.Sincerely,Customer Service Specialist

Review: a charge was made on my debit card without my authorization and the company stated they would not cancel this purchase until it was delivered to me. And once it is delivered to me, then I would have to returned via UPS, and then my funds would be refunded after 7-10 business days after it was returned. I need my money on my card due to my bills I need to pay.Desired Settlement: to cancel this order and put my money because I live from paycheck to paycheck, so now I'm in jeopardy of getting my services disconnected because of the p

Review: I received 2 kitchen/cleaning books from this company that were shipped to my work address (P.O. box). My wife nor I ordered these books. Our bank account was charged $23.98 for these books. I did NOT authorize this charge. I have called the company several times and they tell me that they have no record of shipping us the books or of charging us for them. Yet, I am calling them at the phone number that is printed on the invoice included with the books AND on the charge on my bank statement. I have faxed them a copy of the invoice and my bank statement showing the charge on 2 occasions as they requested. On 2 different occasions they have asked me to call back in 7-10 days, which I have done. When I called this morning, they said that I must ship the books back at my expense. They have never asked me to ship the books back until today. I have been working on this for 6 weeks and they just now tell me this, so it will be several more weeks before I get my money back.

This company is committing fraud and getting away with it. I have no idea how they got my debit card number/checking account number or address. I did not order these books and I am not going to pay to ship them back. They will not send me a postage paid label or refund my shipping cost, even though I did not order these books.Desired Settlement: I just want my money back and I want to warn other people about this company. They are committing fraud and should not be allowed to operate a business this way.

Review: Approximately October 2013 I purchased a hose from said company for the amount of $82.98. The advertising states 100% satisfaction guaranteed or your money back. After a few uses the hose burst so I called and requested my money back, they insisted on sending a new hose instead. This new one again burst after a few uses, again I called requesting refund, and again it was insisted that they ship me a new one. This final hose again bust apart, at which time I insisted on a refund, and first I was told that they do not issue refunds even though all of their advertising expresses a money back guarantee. After a significant amount of time my call was transferred to a supervisor who stated that he would refund my money minus shipping and handling this was on 5/28/2015. He insisted on issuing said credit to my debit card which no longer exists due to the Target breech. I explained this to the supervisor named Kurt A, and he insisted that this is how they will process said refund. As of today I still do not have my refund a full three weeks later, telebrands states that they initiated the refund, however, my bank states otherwise.Desired Settlement: I desire a full refund of the product plus shipping and handling. There is a 100% satisfaction guaranteed on this product, and I have been fighting for over a year for said refund. I want me full refund in the form of a company check.

Business

Response:

Dear Revdex.com,On behalf of Telebrands and since quality customer service is very important to us, we will have a full refund check for $80.96sent to Mr. [redacted]. This will be mailed to the customer within 7-10 business days. Please allow some time for this to reach him. We thank you for your patience.Sincerely,Customer Service Specialist

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as the check is actually mailed.

Regards,

Review: The website http://www.buyballoonbonanza.com does not say that anywhere on the first page that it is a one time use only product. I finally found it in the Fact section after the product arrived. They make it seem like it is refillable and hours of fun...kids can go through that many water balloon in five minutes.. Shipping is over prices once I got the item I knew I paid to much for the whole thing.Desired Settlement: They should have to refund since it is clearing false advertisement but omission .

Business

Response:

Dear Revdex.com, Please accept my apology for any delay this may have caused. In order to resolve this, I have indicated what has transpired below onbehalf of Telebrands. Order #6535058 received 5/5/2015Balloon Bonanza $14.99Processing and handling $5.99Total $20.98 We are sorry that the customer was not happy with their order for the Balloon Bonanza Our website does indicate this on the first page and in the Faq’s that they are not reuseable: Balloon Bonanza is not reusable but are conveniently priced so you can keep the water balloon battles going again and again! Hurry!This offer won't last long! Our company takes all inquiries from our customers very seriously and we appreciate you taking the time to contact us. Feedbackfrom our customers helps to ensure we are promoting a successful product. Since quality customer service is very important to us we have issued a credit for the product of $20.98 to their Visa ending in[redacted]. We thank you for bringing this to our attention. Sincerely,Customer Service Specialist Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ordered 1 spin mop and received 4.The tele brand prompter kept hearing the wrong commands. I do not want to pay return shipping for the 3.

I do not want to pay shipping cost when this was not my fault. I live in [redacted] and [redacted] st is not that far. I can return unwanted items directly.Desired Settlement: I need to be credited for 3 spin mops on my credit card.

Review: On 3/18/14 placed order for Hurricane Spin Mop which was paid in full on bank card in the amount of $89.89. Received a duplicated order billed in the of $156.78. Duplicate order was billed on our [redacted] Card. Have spent hours trying to dispute this order, payment. Company will not issue RGA for return and also plans to charge an additional $19.99 as balance owed on the second order. We are returning the duplicate order, but Telebrands would not quarantee a refund. When we tried to correct the problem we were called back saying that we had ordered a Third order, which we disputed and was hung up on.Desired Settlement: Refund of unauthorized orders, which we are returning.

Review: I ordered the spin mop late at night,then canceled it the very next morning, made sure it would not clear my bank. 2 or 3 weeks later they sent payment

thru to my bank without my knowledge. I have a number that they gave me when I stopped the order. I have tried several times to resolve the issue but no

one is willing to help. they want me to ship back at my cost and that is not right. I stopped the order, they billed me anyway,billed me more than they were

suppose to. They only want to give me a 15.00 credit for everything ive went thru and that isnt enough, I want them to pay to ship it back or give me a full refund

and I keep the product or at least a half of a refund,not just 15.00, what they have done is fraud.

Review: Ordered 2 hurricane mops with buckets, 2 duster heads, mop dolly and additional head. This order was placed Jan 17, 2013. I got it 4 hours ago Feb 10, 2014. Immediately my husband and I knew there was a problem with our order when assembling as the bucket did not fit the dolly. We proceeded to test the item and realized that the bucket also was not agitating the water as it did on the television commercial that led us to TeleBrands website. We realized what we got and what we ordered were 2 different things. To on top it off, when we went to remove the mop head from the handle the knuckle snapped in half and broke. With closer inspection it is obvious the knuckle is defective. The plastic molded piece was not solid and has one large air bubble and several other air pockets in the plastic. We called customer service at the ([redacted] number. Calling customer service there is no options for return or warranty issues and you will also note they do not stand by any 5 yr warranty advertised (read websites small print) you only have 30 days. Anyways by pressing zero we were finally able to reach an operator who went by [redacted], we asked if he had a customer service ID number, he stated "No, but I am the only [redacted] in customer service." My husband and I discussed with [redacted] the multiple issues and came to NO resolution. [redacted] acknowledged the dolly only fits a "Deluxe" model and he was now trying to up-sell us on that as he conveniently refused to acknowledge any order error on their part. Our order was to have a device at the bottom of bucket that the mop snapped into so that you could use a foot pedal to agitate your water, then you were supposed to put the mop head in the dryer basket to foot pedal it dry. [redacted] could only resolve if WE paid return ship, paid $10.00 per unit (up-sell) and paid a 3rd ship fee back. This is AFTER they sent the wrong AND defective products. They already took us for $130, trying to switch models on us and have us pay 3x ship and waitDesired Settlement: My husband and I want the broken mop exchanged. We want what models were sent to us to be exchanged for the "Deluxe" models advertised at the price I originally agreed to on January 17, 2013. I want the company to pay for the return shipping of the exchanged units and the defective unit. In addition to correct this poor experience, additional hassle and additional wait time, I would like the company to waive the shipping fees to ship out the CORRECT models and waive the final $19.99 balance due to be deducted on February 17, 2014 from my bank account. I have digital photographs of the defective parts is needed. Thank you

Review: I order the MySecretBidet on October 18th 2015. My Order Number is [redacted].Order Detail

Item Offer Quantity Ordered Product S_H

1 MY SECRET BIDET 1 $19.99 $7.99

2 MY SECRET BIDET 1 $7.99 $0.00

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I called November 20th 2015 and was told it would ship on November 29th 2015. It's been over that and this is what is says when I check order status

Due to the overwhelming response, your order is on back order and will ship within the next 15 business days. Please check back periodically for updates. It's been over that . Please help me. And when you call you are on hold for more than 20-60 minutes which is flippin nuts.Desired Settlement: To have my order shipped and no more excuses. it was supposed to be 6-8 weeks and now it's say 15 days it has been at 15 days since last Monday November 7th 2015.

Business

Response:

Dear Revdex.com,Please

accept my apology for any delay this may have caused. In order to resolve this, I have indicated what has transpired

below on behalf of Telebrands.Order

# [redacted] received 10/20/2015MY

SECRET BIDET - $19.99 PROCESSING

AND HANDLING $7.99Total $27.98We

are sorry that the customer was not happy with delay of their order. Unfortunately,

due to the high demand on this item we are experiencing a backorder. They are due in stock any day and this order

will be shipped.Since

quality customer service is very

important to us I have issued a credited of $5.00 for the inconvenience this has

caused. This credit will reflect on

their next billing statement.We apologize for the delay and thank you for your

patience.Sincerely,Customer Service Specialist Tell us why here...

Review: I orderd a set of rings from these people and they sent me the wrong size and only one ring. then I orderd the set again and they also only sent me the one ring (not both that I orderd) and again it was the wrong size. so there for I called them to complain and they told me I didnt order both and the best they could do was send me the one ring and charge me for the other im not going to keep paying for rings that do not fit and are not what I orderd. and also they were very rude and kept hanging up on me. all I asked for was for them to send me the rings I orderd I even offered to send the other two back to them that didnt fit so plz help me. they took the money off of the card for both of the rings and still only sent me one and it was the wrong size. so I was hoping you could please help me get this resolved thank you.Desired Settlement: I would like them to please send me both of the rings I ordered which are the diamond x4 set which includes the band and ring size seven.

Review: I ordered an item called Plaque Blast that was delivered - one of the bottles had leaked its entire fluid contents all over the box and was now empty. I tried numerous times to contact the company to get the product replaced but was told each time "we have no record of your order and do not even sell that product", even though I can see both the product and my order on their website. Order # [redacted].Desired Settlement: I would like the product replaced and if that's not possible, I would like a refund.

Review: We purchased a Kansas City pocket watch in April and had it shipped to our brother for his birthday. He received the watch and loved it, but it stopped working a few days later. We just found out about this problem. We called their customer service department but they said we were out of luck because its past the 30 day warranty and we didn't buy an extended warranty. We were never told about an extended warranty. We are VERY VERY UPSET that they are treating us this way.

Here is the invoice number: [redacted]Desired Settlement: All we want is a replacement watch. It's only fair.

Review: I purchased 3 Pocket hoses and within a week one has broken. I called customer services and was told they would not replace the hose or refund my money. Yet their website clearly states that they 100% guarantee their product.Desired Settlement: Since I have heard several people have had similar problems, I would like a refund for all 3 hoses ($16.99 each).