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Brief summary:
My initial order for a part was submitted in early March 2022, on March 18,2022 I contacted the company requesting why their site said my part was on hold.
On March 19, 2022 I cancelled the order and requested refund.
I contacted them on Mach 24, 2022 and informed them that they sent me a cancelled order and requested a 100% refund!
I contacted them on March 31, 2022 informing them that I had not yet received a refund.
Following numerous contacts, the company sent the necessary paperwork to return their mistake shipment of a cancelled order.
About April 3 - 5th the part the company shipped after cancellation was returned by me.
April 22, 2022 the company acknowledged receipt of the returned product about two weeks prior.
I have been contacting them regularly for my refund that I have not yet received!
They do not wait for their paymnets so why should I wait for their refund because of an extremely poor system and service!
The following is a copy of the email transcript
Order on Hold
Request ID OHC-[protected]
Department Technical Services
Priority Low
Status In Progress
Order #[protected] at Mar 18, 2022 ($78.54) - Complete
Phone [protected]
Serial Number LN26056016005558
Model Number - Customer MHU80
Heater Type All
Inquiry Type Track an Order/Check Shipment Status
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HISTORY
STEVEN BACH Apr 25, 2022 9:12 AM
Fine... have it your way then!
Steven J. Bach
293 Lake Avenue North
Spicer, MN 56288 — Original Message — From: Mr. Heater | Ben Farris
Sent: Apr 25, 2022 7:02 AM
To: STEVEN BACH
Subject: [#OHC-[protected]] Order on Hold
https://urldefense.proofpoint.com/v2/url?u=https-3A__u8362677.ct.sendgrid.net_ls_click-3Fupn-3Dz7NGVoV613x5FUCEdB9M-2D2Fpf38bD2DaHaOaVf57MQ1-2D2B8aSlEmW176BjNZPDmhVUrafxa8-5FbA2GAmwuuaJ1PPfi2kvuxkzpU-2D2FsB-2D2FgRaUdl2XLW-2D2BarYRgPmV-2D2F-2D2BhWU7D276t45Hfpt7Eb-2D2FhhgW9934hHOiKOiCH8P07GrZv76vF4xsJ0Z8BdvrhUBNNbQSEpTvHI0pSGRd-2D2FhM6GunbEhSGT8Zb32N76fe6EsZ12e4S1ZNyqF0t2zdL-2D2BDRBISDAiHHBA3pJ8i55K-2D2F4BBSQJerbps2sIiCx-2D2BmwwVhf2fHSusAxVZ9C081c-2D3D&d=DwMFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=u3bmqUOxZsdfgx-5V4Ey61zYVs295A2hTf9gSj07_ek&m=dolMtjNWoEgHTG4AUZzsFjnc-NqdyyN6CiXuvmuLoFQ&s=Z1mayDozyB1kuj0LwlDImiDJguSKeWS551LMI3vNOqg&e=
Hi Steven, I understand why you think that the refund process should
be that quick, but unfortunately that isn't the case. Refunds are
processed by o
Ben Farris (Phone Call) Apr 25, 2022 8:02 AM
Hi Steven,
I understand why you think that the refund process should be that quick, but unfortunately that isn't the case. Refunds are processed by our finance department, and since it is one of their busiest times of year, they haven't had the opportunity to get that done yet. I've reached out to them to try and get this processed quickly.
Thank you,
STEVEN BACH Apr 23, 2022 8:10 AM
Not interested in excuses!
You expect full payment at the time of purchase, I expect full refund
when the product is returned! it does not take any longer to refund my
credit card than it does to invoice and charge my credit card!
Steven J. Bach
293 Lake Avenue North
Spicer, MN 56288 — Original Message — From: Mr. Heater | Ben Farris
Sent: Apr 22, 2022 3:54 PM
To: STEVEN BACH
Subject: [#OHC-[protected]] Order on Hold
https://urldefense.proofpoint.com/v2/url?u=https-3A__u8362677.ct.sendgrid.net_ls_click-3Fupn-3Dz7NGVoV613x5FUCEdB9M-2D2Fpf38bD2DaHaOaVf57MQ1-2D2B8aSlEmW176BjNZPDmhVUraTNKQ-5FbA2GAmwuuaJ1PPfi2kvuxkzpU-2D2FsB-2D2FgRaUdl2XLW-2D2BaraHofyotea7yNJpeF9thQKxUcF-2D2BXhIDHU7bRd98khcoRnSJFw-2D2FqGjzLhPTU1fzXvwt0Qq9mDgao-2D2BTfXXD1lcnviVy-2D2BqD3QgipGBYD4QMrZh1aK-2D2BYs2CsgzTPI-2D2BVIrVXtuY4WU-2D2Fuc-2D2FVPamcF01ZfP7qziWbRZzK3XQ-2D2FGx4MWGSkalQ-2D3D-2D3D&d=DwMFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=u3bmqUOxZsdfgx-5V4Ey61zYVs295A2hTf9gSj07_ek&m=_PYCP1QA7CSbXMjVto6fpoRLF84vRV4HgcFjHBTR9GI&s=vBqcE7MifgnF50FZxmK4Xctmom6KfA_Egi6wD3YFtkM&e=
Hi Steven, It looks like your return arrived about 2 weeks ago, which
means that the refund should be processing soon. It normally takes 2-3
weeks af
Ben Farris (Phone Call) Apr 22, 2022 4:54 PM
Hi Steven,
It looks like your return arrived about 2 weeks ago, which means that the refund should be processing soon. It normally takes 2-3 weeks after it arrives for the refund to go through, depending on how busy the finance team is. This is the end of the financial year for us, so they are busier than normal. I'm going to reach out to them to see if we can't get this pushed through a little quicker.
Thank you,
STEVEN BACH Apr 22, 2022 8:43 AM
I still do not show any refund for the full purchase price of the
product that was returned via your instructions! This whole process
has been a complete cluster and appears to continue to the point of me
beginning the reporting process to the Better Business Bureau, States
Attorney, Credit Card Company etc. I do not wish to go through this
process however I also do not appreciate being given the run-around!
If there is not a 100% refund to my account by end of business today,
you leave me no alternative!
Steven J. Bach
293 Lake Avenue North
Spicer, MN 56288 — Original Message — From: Mr. Heater | Ben Farris
Sent: Apr 1, 2022 3:58 PM
To: STEVEN BACH
Subject: [#OHC-[protected]] Order on Hold
https://urldefense.proofpoint.com/v2/url?u=https-3A__u8362677.ct.sendgrid.net_ls_click-3Fupn-3Dz7NGVoV613x5FUCEdB9M-2D2Fpf38bD2DaHaOaVf57MQ1-2D2B8aSlEmW176BjNZPDmhVUralkvd-5FbA2GAmwuuaJ1PPfi2kvuxkzpU-2D2FsB-2D2FgRaUdl2XLW-2D2BarbnqFt7jwe8brnXN-2D2F2jDlSieRpIeZrnzrBBEQ6RjcljCOIPvuFLetBu4CMYOmwF4HL5HAUbOMD9BM754qQDD3qyafFfWXmZOWdeDqDZr8YyaEjL-2D2BQm-2D2BvLUpOMUF7QDyxba8TgQmcGHr4nWjyMHDUsJ-2D2B23-2D2B5Cq7qUsleCqiRf8jtvg-2D3D-2D3D&d=DwMFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=u3bmqUOxZsdfgx-5V4Ey61zYVs295A2hTf9gSj07_ek&m=vm1fFTbuSGJ7iRRVxamXLNAS2i5wNuObv81s_LXIlUc&s=F9QOUzZosOz1KPQxZ-69AgF4NNFUPQ21enL1f0UOCJ0&e=
Hello Steven, Attached you will find the RMA Verification Report and
the FedEx Shipping Label. Place a copy of the RMA Verification Report
in a
Ben Farris (Phone Call) Apr 1, 2022 4:58 PM
Hello Steven,
Attached you will find the RMA Verification Report and the FedEx Shipping Label. Place a copy of the RMA Verification Report in a box with the part and write the following number on the outside of the box.
RMA0092733
Then put the FedEx label on the outside of the box and drop it off at FedEx.
Thank you,
RMA0092733 Verification (Steven Bach). pdf FedEx Shipping Label Steven Bach (RMA0092733). pdf
STEVEN BACH Apr 1, 2022 2:49 PM
STEVEN J. BACH
293 LAKE AVENUE NORTH
SPICER, MN 56288
[protected]
Thank you
Sent from my Verizon, Samsung Galaxy smartphone — Original message — From: "Mr. Heater | Ben Farris"
Date: 4/1/22 11:20 AM (GMT-06:00)
To: STEVEN BACH
Subject: [#OHC-[protected]] Order on Hold
https://urldefense.proofpoint.com/v2/url?u=https-3A__u8362677.ct.sendgrid.net_ls_click-3Fupn-3Dz7NGVoV613x5FUCEdB9M-2D2Fpf38bD2DaHaOaVf57MQ1-2D2B8aSlEmW176BjNZPDmhVUratET7-5FbA2GAmwuuaJ1PPfi2kvuxkzpU-2D2FsB-2D2FgRaUdl2XLW-2D2BarbsONGXQIkmkAThjBPl8X9JzKMnsqznUONF2YvHb3o9qBmdNCSWDuSpXz7jXKEYQkLSLq-2D2BcOq5cAPqkuntGgyQWR8NvfL5jJ0zoX-2D2F4inGw8v-2D2Bbpb14l3i-2D2F3LiJNwTqypZvtzDQ3Lvbv9tSUeVqg32TrUo4mxn2AHeBD9kMzNTUSig-2D3D-2D3D&d=DwMGaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=u3bmqUOxZsdfgx-5V4Ey61zYVs295A2hTf9gSj07_ek&m=6nsxZj9fyLWXYx2R8diAAds6xa3fryaVrJkfBqNhgMk&s=k3YCWT7yJsfU1TNA8SoS4rv8Nsu7WVMQbmc-gLbUTNc&e=
Hi Steven, I'm sorry for the delay in getting back to you. It looks
like your first follow up email didn't come through quite right. You
were inform
Ben Farris (Phone Call) Apr 1, 2022 12:20 PM
Hi Steven,
I'm sorry for the delay in getting back to you. It looks like your first follow up email didn't come through quite right.
You were informed at the time of the cancellation that it was possible that the order was too far along to be cancelled. Normally, this would mean that the cost of returning the part for a refund would fall to you, since there isn't a defect or fault in the part. However, I was able to speak to my supervisor & get approved to do a full refund, which includes the cost of shipping and me sending out a prepaid shipping label to you.
Please confirm your address and phone number so I can set up this return.
Thank you,
STEVEN BACH Mar 31, 2022 9:06 AM
READ ALL THE CORRESPONDENCE AND IT SHOULD BE SIMPLE FOR YOU TO FIGURE OUT THAT YOU FAILED TO DELIVER AND PERFORM. CREDIT MY ACCOUNT IMEDIATELY OR RESOND IN WRITING THAT YOU REFUSE TO STAND BEHIND YOUR PRODUCTS AND SERVICE AND REFUSE TO REFUND FOR YOU MISTAKES/LACK OF OF INTERNAL CONTROLS!
STEVEN BACH Mar 31, 2022 9:03 AM
WHERE IS MY REFUND FOR THE PRODUCT I CANCELLED!?!?!?!?!?!?!?!?!?
STEVEN BACH Mar 31, 2022 9:02 AM
WHERE IS MY REFUND FOR THE PRODUCT I CANCELLED!?!?!?!?!?!?!?!?!?
STEVEN BACH Mar 31, 2022 9:02 AM
WHERE IS MY REFUND FOR THE PRODUCT I CANCELLED!?!?!?!?!?!?!?!?!?
STEVEN BACH Mar 24, 2022 2:46 PM
THIS ORDER WAS CANCELLED AND YOU SENT IT ANHYWAY! YOU WERE INFORMED THAT I WOULD NOT ACDCEPT AND THAT YOU WOULD BE REPORTED TO THE CREDIT CARD COMPANY AND BETTER BUSINESS BUEREAU FOR FAILURE TO DELIVER AS AGREED, ALONG WITH A COPY OF THIS CORRESPONDENCE! IF YOU WANT YOUR PRODUCT BACK YOU CAN SEND THE RETURN POSTAGE PAID LABEL - YOU HAVE 48 HOURS TO RESPOND!
STEVEN BACH Mar 21, 2022 9:01 AM
CANCEL THE ORDER - CREDIT CARD COMPANY IS BEING NOTIFIED THAT THE PRODUCT HAS NOT SHIPPED AS YOU STATED IN YOUR EMAIL RESPOSNE.
Ben Farris (Phone Call) Mar 21, 2022 8:01 AM
Hi Steven,
Our warehouse closes at 2pm Eastern time, which is less than an hour after your order was placed. Because of that, there simply wasn't time before the weekend to get your order processed fully before the end of the day. I'm going to reach out to the warehouse team to cancel this order. However, depending on the schedule of order pickups, it may be too late to do so. If it does end up being too late and the part goes out to you, feel free to reach back out and we can set up a return.
Thank you!
STEVEN BACH Mar 19, 2022 7:40 AM
CANCEL THIS ORDER!
I WILL HAVE ALREADY RECEIVED ANOTHER PROVIDERS SHIPMENT BEFORE YOU EVEN GET THE ORDER PROCESSED! UNACCEPTABLE.
Ben Farris (Phone Call) Mar 18, 2022 5:04 PM
Hi Steven,
On Hold is just our internal terminology for an order that is in the system and waiting to be moved to the next step in the order process. Looking at your order now it has moved to processed, so it should be pulled by the warehouse early on Monday.
Thank you,
STEVEN BACH Mar 18, 2022 1:21 PM
Why does my order status show "On Hold"? If the part is backordered then cancel the order!
«Back to My Tickets
Desired outcome: I want my 100% full refund immediately!!
