Report: #567454

Complaint Review:

  • Submitted: Wed, February 10, 2010
  • Updated: Thu, July 29, 2010
  • Reported By: Manny — north hollywood California United States of America
    15 Washington Rd
    United States of America

Show customers why they should trust your business over your competitors...

I ordered a office/home hot & cold water dispenser online from s****.>

The dispenser I received coming out of the packaging looked like any other item that was cleaned to look new. It was obvious the item was most likely used or refurbished and probably sent back to the seller or manufacturer previously.

After setting it up and turning it on with water, the unit began to leak from the bottom. Also, the hot water dispenser never ever got hot or even warm.

After contacting the site by email and phone, they left confusing phone messages and emails as to how to process a return for replacement. Then, after using their online return form, I received another email stating it was too late for them to help me and they would not accept the return. They said to try the manufacturer.

Horrible customer service and the absolute wrong way to regain and retain business! I shop online constantly and return to those sites/vendors who provide good customer service and who look past the immediate $$ and treat each customer as an investment to foster a mutually benefiting relationship.

Sure, items can be defective and problems can occur with shipping and other errors but companies who exhibit the right way in dealing with customers are the ones who ultimately will succeed. If this report can steer at least a couple of potential customers from their site, then perhaps they will realize the cost of their lack of good business judgment.


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This report was posted on Ripoff Report on 02/10/2010 01:46 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 UPDATE Employee


AUTHOR: Montclair - (U.S.A.)

Customer has never followed up on this site, as promised to report of resolution.  Resolution was attained and replacement product was provided, outside of our standard return policy.  Customer has never contacted us again regarding the issue and we deem him to be satisfied with his replacement.
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#2 Author of original report

Working on a Resolution

AUTHOR: tenorino - (USA)

I have subsequently been contacted by s****. />

My initial posting reflects mine as well as many other consumers frustration in doing business with many less than credible websites who you never hear back from or give you continous runaround. Any website can appear completely legitimate but you never really know until money/goods are exchanged or conflicts arise.

To their credit, by communicating with me and offering me a resolution to my complaint, s****. />

I am now working on getting a replacement item from them and will let everyone know when that happens.

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#3 UPDATE Employee

Unfounded complaint.

AUTHOR: Anonymous - (United States of America)

This complaint is unfounded, and should be removed.

We offer a standard 30 day return / exchange period on most items, including the unit purchased by this customer.  Before checking out, customers are presented with our complete industry standard return policy.  Customers must click a button titled "I agree. Proceed to order form", signifying that they've read the policy and understand that after 30 days, they must contact the manufacturer of the item(s) purchased for assistance.

Additionally, our company policy is to replace anything damaged in transit, paying all freight involved, within the first 30 days of shipment. Narine Avetisyan (the customer who filed this bogus complaint) contacted us 40 days after he purchased the item. 

When we informed Narine that his request was 40 days old, and provided him with contact information at the manufacturer's website for warranty service, he/she responded with vulgarities, accusing us of selling "used pieces of sh*t", and threatening to "warn others not to buy from us."

We explained again that all of this information was presented up front, and if the item had arrived damaged, he/she should have contacted us immediately upon receipt.

ADDITIONALLY, we also offered to perform an exception, in the interest of customer service, and replace the item at no charge.  Narine instead replied with more rude statements, and did not acknowledge the offer at all.

We have no other method of informing customers of our more than fair return policy, than presenting it to them before they check out, and in their order confirmation, and in their receipt, and including it in their shipment.  We cannot, however, force customers to actually read the policy or anything else we write.
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