Xymox Percussion

We have been in correspondence with this customer. He reached out to us us via email on the 9th, a response with the estimated ship date (Jan. 24th) was given on Jan 12th., in which he responded "Thank you, my son is anxiously waiting".

14" Reserve pad had been shipped out the 19th and delivered the 25th. Fed-Ex tracking number is [redacted]

Initial Business Response /* (1000, 8, 2015/10/22) */
This order was shipped complete via UPS, tracking number 1Z60E4VXXXXXXXXXXX. During the production time customer was kept informed of the status of the order.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/27) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
We did finally receive this product and it was what my son ordered. Xymox has tried unsuccessfully to cover for their shortcomings in their customer service and communication.
I will NEVER order from this company again and I hope future customers will read these posts before they place an order. It's amazing to me that Xymox is still in business with the number of pitiful claims that they have kept customers informed. If they had kept customers informed, that would mean they would have good customer service and customers like me, and MANY others would not have had to file complaints with the Revdex.com.

They have sent the product, it is the wrong product. I am waiting on resolution of the problem.

Order is scheduled and will ship 4/9/18

Initial Business Response /* (1000, 15, 2015/09/14) */
This order has shipped complete and the customer has been notified (it has been delivered to Ms. [redacted] via UPS). We have not received any further correspondence from Ms. [redacted] regarding this order.

Initial Business Response /* (1000, 5, 2015/10/08) */
We have sent 3 proactive email updates about this order over the past 2 weeks. We were awaiting backordered parts but emailed earlier this week explaining that we have received the parts and all backorders will be complete by next week. The pad...

will ship as soon as it is complete. Customer has been well informed of all of this.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/03) */
The issue appeared to be resolved when they responded to my email shortly after the Revdex.com contacted Xymox. The information they provided me with appears now to be false as I still have not received my product and I am no longer receiving a response from the company
Final Business Response /* (4000, 14, 2015/11/15) */
This buy 1 get 1 free order was shipped complete, UPS tracking number 1Z60E4VXXXXXXXXXXX.

Order has shipped the 27th. UPS tracking number is [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.  Received the drum pad yesterday-it...

is sad that I had to file a complete with the [redacted] to get our order fulfilled. Thank you.

This 100015286 will ship not later than 4/6.

Initial Business Response /* (1000, 5, 2016/03/24) */
Order# 3028 will ship today 3/24/16 via UPS tracking# 1Z60E4VXXXXXXXXXXX.
We apologize for the extended amount of time that it has taken to produce and ship your pad. For the inconvenience will put a free accessory item in with your...

order.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I wanted was the product I ordered. I won't be doing business with them ever again, but I at least received my product.

Initial Business Response /* (1000, 5, 2016/03/24) */
Order# 3070 was shipped 3/23/16 and is set to be delivered by end of day 3/29/16 via UPS tracking# 1Z60E4VXXXXXXXXXXX.
We greatly apologize for the amount of time it has taken for us to complete and ship your product. We have run into a...

number of obstacles including an error made on our order management site to which your order was marked shipped complete when it had not been. Additionally, one of your items (white stick tape) was not shipped, due to it being backordered. We should receive them back in stock tomorrow 3/25/16, and will ship your single roll out separately at our cost.
Again we apologize for the inconvenience and hope that your product is worth the wait when it is received. If you have any questions, please contact [redacted] at [redacted]@xymoxpercussion.com

I can assure you that our company is not a scam, we have been in business for 24 years. Unfortunately we’re still recovering from an expansion of our facility here that took exactly double the time we were told it would. You had first contacted Xymox Percussion stating that your son...

had placed and order and had chosen 2-Day shipping without permission, but you were clearly aware that the order was placed. Though your order is currently in production, as soon as it ships out you will receive compensation for the two day shipping, for we will ship it using the standard methods as this was discussed in previous emails. Moreover, we have not entered into a contract with a minor. Upon checkout, all your security information was entered correctly so as a business we have done our due diligence and complied with the credit card processing policy.

Initial Business Response /* (1000, 17, 2015/09/14) */
This order has shipped complete and the customer has been notified. It was delivered late and for this we offer our sincere apologies to the customer. We have not received any further correspondence from Mr. [redacted] regarding this order....


Initial Consumer Rebuttal /* (3000, 19, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, my product was delivered - but they have a poor business practice of making customers complain. I contacted the Attorney General's office and various other agencies to get my product delivered. They never accepted my request to have my money returned. A simple phone call or e-mail would have been suffice to say I'm sorry. This is so simple .... but I guess they are too eager to keep taking orders and money from unsuspecting customers. They never contacted me once their promises went unfulfilled and wouldn't have had it not been for the help of the Revdex.com. Customers need to stay away from this business or you will get ripped off! I think they have a scam to keep your money until they figure out you aren't going away. It is a shame because they have a great product - but their customer service skills are awful and mean spirited. They seem to have an indifference to satisfying the customer or have any customer relationship other than one which is antagonistic. Stay away from this business!!
Stay away from this business! Customer Service is simple, simple, simple - but it is a mountain of work for them so if you dare, don't say I didn't WARN you.
Shame on you - Xymox! Please checkout xymoxsucks.com if you think otherwise.

Initial Business Response /* (1000, 10, 2015/12/29) */
I show that each inquiry that has been emailed to us from this customer has been answered. May I suggest checking your spam/junk folder? The most recent update was emailed this past weekend.

Unfortunately we have a strict no cancelations and no refunds policy. I can assure you that this was not a fraudulent transaction in which an order was intentionally placed by the customer and fulfilled by...

our company. Though i'm not to happy that we had surpassed the 2-8 week production time frame, we had been in contact as far as delays . We have fulfilled the order and shipped as stated previously with the UPS tracking number attached.

Customer agreed to Term and Conditions prior to check out that state, “As all products are custom all purchases are final and all credit cards will be charges during check out. No cancellations or refunds can be accepted.”  It also states, “Outside of the [shipping] estimation we are providing,...

we ask that you always allow up to 8 weeks manufacturing time for our custom products.”  All customers must click to agree before completing their purchase.  They are also sent the Terms and Agreements in their confirmation email after purchase.  Current order status indicates that the order should ship within the next 2 weeks.  An email notification will be sent when order is complete along with a tracking#.

I still do not find their response sufficient.To leave it up to the credit card company implies they are still hoping to charge me for the item they failed to deliver in a timely manner. They should consider my order canceled. I will not be satisfied until they do.

Initial Business Response /* (1000, 9, 2016/02/09) */
Dear [redacted]
I am responding to case# XXXXXXXX: [redacted] I am aware that this response is late but I wanted it to be known that the product ordered on 11/27/15 for $222.07 Order# XXXXXXXXX was shipped via UPS tracking#...

1Z60E4VXXXXXXXXXXX. The customer has been notified on the product shipment along with the tracking#.
We apologize for the extended amount of time that it took to ship the product and for this late response.
Sincerely,
[redacted]@thexymoxhouse.com
Initial Consumer Rebuttal /* (3000, 11, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now that I have an absolute amount of time that it took Xymox to get my product to me, here is what I want from Xymox Percussion: a pro-rated refund in the amount of $79.00. I paid $222 for the product and shipping. That amount divided over 8 weeks is $25.75 per week. The order was 2.85 weeks late. That works out to $79.09.
My time is far more valuable than Xymox Percussion's owners seem to think it is. Their inability to meet their own deadlines should not be something I have to waste my time dealing with.
Customers should not have to babysit a company in order to get the product they paid for, nor should customers be given false time frames and completion dates by the company's owners. Why give any timeframe at all when, in reality, the only timeframe they follow is "when we get to it."
In addition, the response makes it sound as if maybe I knew the shipment was coming before I filed the complaint. That is NOT the case. I was informed on the 5th that it would ship and was given a tracking number at that time.
Xymox contacted me exactly once in an acceptable and helpful manner and that was the very last communication. Their "apology" was to send a free roll of stick tape worth maybe $6.00 along with the full custom Tenor I purchased. Which took 10 weeks and 6 days to get here from my date of purchase.
The following email was sent to me on February 5, 2016:
Hi [redacted],
Let me be the first to apologize for the run around you have been getting. I just looked into the shop floor and your order is complete and should be leaving our facility tonight. I do apologize for all of this mess and know that [redacted] was a temporary employee brought in to help with emails and made a bunch of empty promises to a lot of our customers. In turn causing a lot of frustration not only for customers such as yourself, but for us as well. Again your order is being packaged and will be out of our doors tonight and I will also throw in a freebie item for you as a way of saying sorry. We appreciate your patience in this matter and understand your frustrations fully as this has been a very lengthy wait with a bunch of false dates. please check back tomorrow to see movement on your xymox order, and if there is anything else I can do for you please let me know.
Sincerely,
[redacted]
While this seems to be a valid apology, there is one glaringly obvious problem. The false dates and lack of information came from not only from [redacted] but also from [redacted] (one of the owners). The following email shows this
On Dec 29, XXXX X:XX PM, "[redacted] wrote:
>
> Good Morning [redacted],
>
> It was our goal to ship out all orders placed by December 6th prior to Christmas, however we did fall a little short even given that we have been working 7-day work weeks. If you can please bear with us for a few days we'd really appreciate it. It's only going to take us a few days to complete these remaining orders. Thank you.
>
>
> [redacted]
>
On Dec 24, 2015, at 12:33 PM, [redacted] Propst wrote:
I sent an inquiry regarding the status of my order a few weeks ago. I did receive a response and then recieved the email I am responding to a few days ago. I placed my order on November 27th, 9 days before the cut off date mentioned in the email for shipment prior to Christmas break.
My order (#XXXXXXXXX), still states that it is "in production". Can anyone tell me why it is not going to make it since it was ordered before the 12/06/2015 date and when it might actually ship out?
Thank you,
[redacted]
On Dec 19, XXXX X:XX PM, "Xymox Info" wrote:
>
> Good Afternoon!
>
> We just wanted to send you a courtesy update regarding your order with Xymox Percussion. If you placed your order prior to December 6th and have not yet received it, we just wanted to let you know it is still set to ship prior to the Christmas break. Have a great weekend and happy holidays!
>
> Sincerely,
>
> Xymox Percussion
>
>
Now, I don't know what a "few days" means in Xymox land, but in the rest of the world, 38 days does not qualify as "a few". 38 days is 5 weeks and a few days.

Initial Business Response /* (1000, 8, 2015/10/08) */
We have sent 3 proactive email updates about this order over the past 2 weeks. We were awaiting backordered parts but emailed earlier this week explaining that we have received the parts and all backorders will be complete by next week. The...

pad will ship as soon as it is complete. Customer has been well informed of all of this.