BBB Accredited Business since

National Express, Inc.

Phone: (203) 852-0024 Fax: (203) 838-8642 2 Morgan Ave, Norwalk, CT 06851 http://www.nationalexpresstv.com


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Description

National Express, Inc. offers product sales, As Seen On TV, through TV marketing and advertising.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that National Express, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for National Express, Inc. include:

  • 106 complaint(s) filed against business

Factors that raised the rating for National Express, Inc. include:

  • Length of time business has been operating
  • Response to 106 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

106 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 2
Delivery Issues 9
Guarantee/Warranty Issues 8
Problems with Product/Service 76
Total Closed Complaints 106

Customer Reviews Summary Read customer reviews

5 Customer Reviews on National Express, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: March 31, 1991 Business started: 01/01/1981 Business started locally: 01/01/1981 Business incorporated 01/01/1981 in CT
Type of Entity

Corporation

Business Management
Ms. Dawn Bradley, General Manager Mr. Edward Kelly, President Mr. Jack Sullivan, Controller
Contact Information
Principal: Ms. Dawn Bradley, General Manager
Business Category

Infomercials Novelties - Retail Advertising - Direct Mail Internet Marketing Services Advertising Agencies (NAICS: 541810)


Additional Locations

  • 2 Morgan Ave

    Norwalk, CT 06851 (203) 852-0024

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/26/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: over the last 6 years I bought 4 of these now i got 4 defective hoses from a seller of theis company the company sent me one defective 150ft hose defective with in the hour i did contact them by phone they refused to do anything they said to bad XHOSE Pro Extreme with Jet Nozzle. Expanding Garden Hose this company and some of the company's that sell their product are total frauds they send me a defective hose as new NOW I AM OUT 4 XHOSE Pro Extreme with Jet Nozzle. Expanding Garden Hose THE GOVERNMENT NEEDS TO DO SOMETHING ABOUT THIS FRAUD BY THIS COMPANY THIS 150FT HOSE CAME DEFECTIVE Thank You!

Desired Settlement: 4 FOUR 150FT XHOSE Pro Extreme with Jet Nozzle. Expanding Garden Hoses THAT WHERE DEFECTIVE AND NO ONE WHATS TO DEAL WITH IT ************ ******** 2016 IS THE WORST OF ALL THE COMPANY'S THAT SELL THE PRODUCT THEY SENT A DEFECTIVE 150 FT HOSE AND SAID TO BAD I WANT REPLACEMENT OF MY 4 DEFECTIVE 150FT XHOSE Pro Extreme with Jet Nozzle. Expanding Garden Hoses

Business Response: I have spoken to the customer on April 5, 2016.  This customer purchased the 150 Xhose Pro from ************ *******. I informed the customer that the 150' Xhose Pro is not the same as the Xhose Extreme product which we manfacture and distribute. I also informed the customer that we do not manufacture a 150' hose. There are several different manufacturers and distributors for expandable garden hoses.  Since this customer did not purchase this product from our company or distributors, nor do we manufacturer a 100' or 150' expandable hose, I have given the customer two phone numbers one for customer service and one for the corporate office that manufacturers the product for Improvements.

Consumer Response:  SHE WAS VERY HELPFUL 
Better Business Bureau:

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

Sincerely,

***** **********

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a ******* **** ****** chopper from this business through ****** on 12/19/2015. The chopper has disintegrated while cutting carrot. This indicates it not strong enough to do the job it is claimed to do. I sent an email to the business at 'customerservice@nationalexpresstv.com' on March 2 and received no response. The email contained photos of the order and the defective product.

Desired Settlement: Replacement within 10 days.

Business Response: We have received the customer's complaint. Our records indicate that the following customer did not order directly through our website or our television commercial. This customer has purchased this product through ******.

Since there are several vendors on ****** selling this product, customers must reach out to the company in which they purchased the product from in order to contact the correct customer service department for their purchases.
We have forwarded this complaint to to the division which handles the customer service department for ****** purchases for NEI As Seen On TV.  They have sent replacement blades for both the dicing and chop blade today via ****.
The Tracking number is **********************.  Since this product is shipped from CT, the customer should expect 5 to 10 days for delivery from the ****.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ****

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order online on Sunday morning 1/10/16 for the *** ****** ***. I received a confirmation that my order will take about 2-6 weeks to be processed. After reading some reviews about the product. I sent an email to the customer service (*************************************) on Sunday afternoon to cancel my order. I tried calling their 800 number but their office is closed on Sundays. The following day, I received an email saying that I need to call their 800 number and personally speak with a customer service representative. I called their 800 number early this morning at 8AM EST and spoke to a customer service representative. I asked her to cancel my order but I was told that their computer system will not allow her to cancel my order. I believe I am being tossed and given the run-around to prevent the cancellation of my order. Therefore, if my order ships, I will even have a harder time returning this order.

Desired Settlement: I just want them to cancel or take back the order and refund my credit card.

Business Response: Our records indicate that we received the customer's order on 1/10/2016 which was shipped on 1/11/2016 since the product was in stock.  Our records indicated that the customer contacted our customer service department on 1/12/2016 to cancel the order, which had already been shipped and was in route to the customer.  All of our products have a 90 day money back guarantee, since we stand behind our products.  The customer can not open the package and refuse delivery on the product and give back to their US Postal Service to be returned to us for a full refund.


Once we receive the product back, the customer will be refunded for his purchase.

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased an ** **** some time ago and the hoses blew up. It is outside 90 day warranty period. I called for some resolution since a hose should last more,than 90 days. They offered no resolution. In looking online this was a very common issue with their product and they were aware but they continued to sell inferior product knowing it would fail.

Desired Settlement: They should replace my defective hoses with items that work as advertised.

Business Response: Our records indicate that the following customer purchased the blue Xhose from our company in June 2013.  This product has a 90 day moneyback guarantee and a one year replacement warranty.  The following

customer has contacted us on Dec 21, 2015 and was informed of our policy.  The customer states the product should last over 90 days, which in fact he has had no problems with the product until 2 1/2 years later.
This product does not have a lifetime warranty.  

Since customer service remains our priority we are willing to send the customer a one-time replacement of the the one hose he purchased from our company to resolve this matter. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  I do have 2 hoses. They were used less than 10 times before bursting.  They should replace both. Have them send the replacement to my address they have on file 


Thanks for all your help.

Sincerely,

*** ********

10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two of the expandable xhoses in April of this year after watching the commercial on TV. They were described as extremely durable. I followed the instructions of emptying the hose and putting it away after each use. All of the hoses have blown up. I called the company on 10/5/15 (this is after the last hose blow up during the weekend) to try to get a refund, but was told that they only offer a 90-day money back guarantee. I can understand that this is the case if a person only wants to return the product due to having changed their mind. I believe that the company is selling a sub-standard product that doesn't stand up to what is promised. I feel i was deceived by false advertisement by the company and that they promised more than they can deliver. They should refund me the money and stop selling the product until it is functional for use.

Desired Settlement: Refund me the money and make consumers aware of the problem with the hoses blowing up.

Business Response: National Express has a one year replacement warranty as well as a 90 day money back guarantee on our Xhose Extreme product.  Per our advertisement the customer was informed they could return the product for a replacement since it was past the 90 day moneyback guarantee which we state.  

We are sorry the customer is not satisfied with our product. Since customer service remains our priority we are refunding the customer for purchase amount of the product in the amount of $49.95 back to their credit card they used to purchase this product.

Consumer Response:
Better Business Bureau:

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

Sincerely,

******* ******

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 7, 2015, I purchased two blue 25-foot X-hoses from a Garden Center. I began using the x-hoses the week of May 11th. On June 14, 2015, one of the hoses burst at the junction of the hose and the connector. On June 15th I called their office at ************** and spoke with a representative who instructed me to cut off the section of the hose that was defective. She indicated that she would e-mail me a warranty form to complete and return with the portion of the hose. I did not cut the hose. Because I did not receive the anticipated e-mail, I again called their office and spoke with a different representative who told me that there was no warranty for this hose; therefore, no e-mail could be sent. She instructed me to return the entire hose. She further stated that she was surprised that I was able to purchase the blue hoses because they have not been for sale for a while. She did not elaborate further. On June 18, 2015, I returned the hose with a letter asking for a full refund of the purchase of the hose. Each hose cost $28.99 plus PA tax. The total price of the hoses is $62.03. I returned a copy of the receipt with the hose. Because I did not hear anything, I called their office again on July 15, 2015. The representative assured me that she would e-mail a warranty form to complete and return to their office with $8.95 to obtain a replacement hose. She assured me that I would receive the e-mail by the end of the business day on 7/15. Because I have not received the e-mail I am now issuing this complaint. I am very frustrated and disappointed. I do not know what else I can do. This is costing me not only the price of the hoses but also the price of returning the hose which is $6.76. I have a copy of the tracking that indicates that they did receive the hose on June 22, 2015, at 11:07 AM. As you can appreciate I do not now what else I can do. I believe this is just a runaround that will not be addressed.

Desired Settlement: I am hoping that you can contact National Express and have them acknowledge this problem and refund my money as I definitely do not want a replacement hose. I am disappointed that they do not stand behind their product. Thank you.

Business Response: The following customer purchased ***** from retail store, not our website or through our company.  The customer contacted us in June and stated that she wanted a replacement so we sent her a one time replacement form since she purchased through a retail store and not through our company.  If the customer would like a refund the customer would need to return the product to where she purchased the product.  Which we inform customer who purchase from retail stores.  The customer has returned the hoses to us for a replacement which, have been sent to her.  According to her July 28th letter, she has received the replacements hoses in exchange for her broken hoses.  

Since the customer requested a replacement and we sent a replacement to the customer we believe the problem has been resolved.  If the customer would like an additional refund on the product, she must return the replacement hoses she received to the store she purchased for her refund.

7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two **** *****(batch #1) from this co. with a shipping cost of $25.00 to ship to me. The hoses (both) were defective, i called their co. for a replacement on both hoses. They were compliant with their warranty and sent me two more. One of the new hoses(batch #2) burst in my face while watering my garden. So i called for a replacement for that hose (still under warranty) they ordered me a new hose(batch #3) to replace the burst hose from (batch #2). While waiting on the new hose to come(batch#3) yet another hose burst in my face from the (batch #2)!!! I called their co. once more to complain it was at that point i wanted a full refund under their policy. They were compliant with their policy and issued a refund on (the cost of the hose only) no shipping costs were included. I called their hot line and talked to their rep. and she told me that once i sent all the merchandise back she would credit me a refund on the (origianal shipping cost only the $25.00) and "NOT" the cost to send thier DEFECTIVE merchandise back to them. This woman flat out refused to pay for the cost to ship this JUNK back to them. I don't have a problem sending their DEFECTIVE merchandise back to them, i do however have a problem with eating the shipping cost. I feel that not only should i be reimbursed for the original shipping costs to me, but the cost to send this stuff back to them!! "I JUST WANT TO BREAK EVEN"!!!

Desired Settlement: Reimburse the cost of shipping to me $25.00 plus the cost to send this JUNK back to them!!!

Business Response:

Per our policy, the cusotmer must return the product in order to receive a refund.  According to our records, the customer has contact our office and we have refunded him in full for a total of $89.75 to his **** account for this merchandise and have resolved this matter with the customer.  Our records show that he was refund for the following: $5.00 on 4/15/15, $44.95 on 6/8/15, $24.85 on 6/23/15 and $14.95 on 6/25/15 for a total of $89.75.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

******** ********

It is true that i got all of that money back you mentioned in your rebuttal per your refund policy, but what i was "FLATLY" refused by your rep. M. ******* was the shipping cost of sending your junk back to you. Miss ******* was "extremely rude and desrepectfull"!! I feel i am owed that shipping cost in order to make us even, a total of $7.50. Doing business with your company has been nothing short of a "NIGHTMARE"!!! 

7/16/2015 Problems with Product/Service
6/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed my order with National Express after seeing a television advertisement for a buy one get one with additional shipping cost on a pedicure machine. I was also led to believe the same when placing my order. I received my package today and only had one in the package. I called to get information on the additional one. I was told I was wrong about the buy one get one free and the customer service rep argued with me. I called back to speak to another representative, and was transferred to a supervisor Both were rude and unhelpful. They also told me I was wrong about what I was told. They refuse to send me a call tag to pick up the product. They want me to pay an additional cost to send this back. I will not. I was misrepresented. This is fraudulent.

Desired Settlement: I want the entire purchase amount, including shipping refunded to me. I will send product back with a call tag.

Business Response:

Our records indicate that customer ordered the ******** **** from our commercial in April 2015.  Our records indicate the customer ordered the ******** **** for $19.95 plus $7.95 shipping and handling along with the bonus offer for addtional 2 pack of roller for free plus $7.95 shipping and handling and moisturizer for $9.95 plus $4.95 S&H for a total of $50.75.   The customer contacted us several times on 5-12-2015 regarding her charges which were explained to her.  She was informed that this commercial was not a buy one get one offer.  This offer was a buy one get an additional 2 pack of roller for free plus shipping and handling, which is also stated on our website ********************

The customer was not happy with this explanation and was informed she could return the product for a refund according to our 90 day moneyback guarantee. The customer was not satisfied and used foul language and hung up on our customer service representative. The customer called back two more time using bad languange and threating to dispute charge and contact the Better Business Bureau.

There are similar products out there that we beleive the customer may have been confused with or confused on what the free item was.  Our product does not have the buy one get one offer it does have the buy one get additional rollers offer.

The customer was billed and shipped for what the customer ordered.

Since customer satisifaction remains our priority we are issuing a call tag for this product to be picked up from the customer and returned to us.  As soon as the merchandise has been received back we will refund the customer in full for this order.

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased 2 of these hoses in the past year and one sent free if you buy one. They werepurchased in April 2014 and have had one replacement in January of 2015 as the hose lining is defective and broke. All 3 hoses have now done the same thing, and when I contacted the ocmpany to have them replaced, they informed me I had to pay to have them shipped back. With that costI could go out and buy a new hose locally. I don't feel with a defective product, especially all three have done the same thing, that the consumer should have to pay to have it replaced. Please advise if there is any recourse on this issue. I feel the company is selling inferior products and make you pay to replace them. The give only a 90 day warranty according to the supervisor on the phone.

Desired Settlement: Since this has happened 3 times now, I would like a refund. If they want the hoses back, theycan send a paid shipping label and I would be happy to return them.

Business Response:

Our records indicate that the customer did purchase our product in April 2014.  According to policy we have a 90 day moneyback guarantee and this product has a one year replacement warranty.  We offered to replace the product but the customer must return the product to us in order for us to replace the product, which is in accordance to our replacement policy.  We don't feel that this an unreasonable request since we previously replaced one of the two hoses in December without the customer having to return the product.  Since the customer claims the product is defective and is unwilling to return the product we are issuing a refund/credit to the customer's credit card for the cost of the product in the amount of $29.95.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** **********

As previously stated, yes I did receive one hose to replace one of the original ones purchased that the inside broke, however, the same thing as happened to the replaced hose as well as both of other two
I had received.  I still feel the product is defective if they are breaking, and the consumer should not have to pay additional to get it replaced, regardless how many times it happens.  I'm happy to return all
3 for there inspection at their expense.  I still have all 3 in my possession.   I appreciate the quick resolution the company has made and will anticipate a refund in my account as stated.


***** **********

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Spent $91.85 on 2 hoses from this firm. Using the hoses, per the instructions sent with them, both hoses blew apart within 30 days. I called and they sent me 2 more hoses. These 2 also blew apart within 30 days. I then gave up because their product is obviously no good. Anyone considering ***** should not buy it. It looks great but fails very soon after you start using it.

Business Response: Our records indicate that the customer purchased two hoses from our company in June 2014.  We sent one replacement hose in July and the 2nd in August 2014 at no charge.  The Customer states the hoses broke within 30 days but we have not been contacted by the customer until now regarding the replacements not working.  National Express stands behinds our products and will issue a refund or replacement on this product.  As of today we do not show that the customer has returned any products to us for a refund or exchange.  In order for us to replace or refund the customer's order the customer must return the product to us at: ***** - * ****** *** * ******** ** *****

Consumer Response:  
Complaint: ********

I am rejecting this response because:

This product is very poorly made. Please see complaints on ******:
*****************************************************************************************************************************************************************************************************
I wish I had known about how unreliable this product was before I ordered it.  
My main concern is that others considering this product need to be aware that this product and its support is not acceptable.
Sincerely,

***** ******

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase of product did not involve giving direct or indirect permission to vendor to make solicitation calls or permission to give/sell personal information for the purpose of making solicitation calls regarding other products or services.

Desired Settlement: Stop attempting to contact me.

Business Response:

We were able to look up the customers information from the order number given.  On March 11, 2015 this customer was removed from our mailing lists and should no longer be receiving offers from any of our affiliates.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; HOWEVER, the situation should have never manifested itself in the first place as they did not have permission to share my information in the first place.

Sincerely,

Bentley Callahan

3/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I upgraded my order to two of the professional *****. I ordered them about six weeks before Christmas. I received a card that they would be late. I got one late in January. I have not received the other even though I have called and they were shipping it right away. I am still awaiting the order.

Desired Settlement: I want the item that I bought.

Business Response:

Our records indicate that the customer ordered 2 units of the *****.  We shipped the order to the customer which was delivered on 2-21-2015.  The customer contacted us on 2-23-2015 stating they only received one of the two items ordered. At that time we issued a replacement to be sent for 2nd unit.  The customer was informed that the replacement is currently on backorder and will ship when products arrive.  Unfortunately, due the the problems on the west coast our containers of goods are not being received in at port. We have contacted this customer to update her on the status of the backorder and she wishes to wait for the product instead of being refunded.

3/20/2015 Problems with Product/Service
3/19/2015 Delivery Issues
2/25/2015 Problems with Product/Service
2/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 ******* **** *******, 2 for the price of one, plus shipping for a total of $35.85 on October 21, 2014. I ordered these to be shipped to my parents address. My parents never received them, so I called their 800#, ************ and they assured me they would send the order right out again. A few weeks passed and my parents still did not receive their products. I called again and spoke to a supervisor who told me not only would they ship the order again, but they would credit my account for $35.85. Neither was done. I called the post office to trace it and they couldn't give me any information on it. Now I have emailed the company and no one answers the phone number. Almost 3 months later, I am contacting you for help. I can only assume this company is a fraud and that they are scamming other people on a daily basis. Thank you for your help. ***** ******

Desired Settlement: Refund of $35.85 and also delivery of product as promised by the company.

Business Response: Our records indicate that we shipped this product to ****** ******** **** * ***** ****** *********** ** *****, but billed to ***** ****** of San Clemente, CA, the original order was delivered to ****** ******** on October 23, 2014.  We received a call on November 13, 2014 stating package was not received, so we reshipped the order which tracking states 2nd package was delivered on 11/28/2014.   We contacted ****** ******** today 1/20/2015 and she states she has received her order and she will contact her daughter to let her know that she has received the package.  Since the tracking and ****** ******** state the package was delivered and received we consider this matter resolved. 

2/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called ************** to order a ******** ****. I gave out my debit card number wanting to order one. The system kept adding more of the ******** ***** onto my order along with other items. I tried to get a person to help me, but I could never get out of the automated system. I don't know how much stuff was order or for how much, but I don't trust this company at all.

Desired Settlement: I want my order cancelled completely. I don't want to be charged for anything and I don't want to receive anything.

Business Response:

Our records indicate that the following customer placed an order from on 12/17/2014 for the ******** **** and the ******** *********** *******. There were no additional units added to the customer's order.

 On 12/18/2014 this order was shipped to the customer and was delivered to the customer on December 22, 2014 according to the confirmation tracking information.  Since the order has been already been shipped and received by the customer we cannot cancel the order.

The customer can return the product to us, since we do offer a 90 day moneyback guarantee which is shipped with the customer's order for a refund as well as our return address which is on the package.

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased their ******** **** Product on 10/10/14. I received a postal card on 12/1/14 stating that they were out of stock, and did not know when said product would become available. This post card said that if they did not hear from me VIA ME CALLING THEM @ 1********** or send the card back with my initials, I WOULD NOT GET THE PRODUCT. This was fine by me as it was a long time. So to my surprise I get the product on 12/9/14, and it is defective. I was charged $35.85. They credited me back $19.95 on 12/30/14. I called them today, 1/2/15, inquiring as to why I did not get the full refund, after all their product was defective, and I should not have recieved it according to their post card. They said I was to pay the two shipping and handling fees of $7.95 totalling $15.90 (not to mention my $6.25 to return the defective product) $15.90 plus $6.25. This is totally unacceptable. I don't know why I was charge a second $7.95 as the rollers and the personal **** were in the same box. I find this whole scenario a rip off to the consumer. They are still making lots of money due to their unethical shipping and handling practices to the consumer and the consumer having to pay to ship the defective product back. I should never have got the product in the mail, as per their post card. THE BBB needs to check out their unethical charges and practices, and should definitely take away their RATING. reading all the complaints how can they have the A+ rating??

Desired Settlement: They should have to refund me the complete shipping and handling fee's as I had to pay to ship it back.

Business Response:

Our records indicate that the customer ordered this product from our company. Since the product was on backorder we send out backorder notices to customers notifying them of the backorder and if they would like to cancel the order they can contact us. The customer states she received the product and used the product before returning the product instead of refusing delivery on the order which she states was canceled. Our product does have a 90 day moneyback guarantee less the shipping and handling charge which is advertised and also sent with our products.  This product was used and returned by the customer, which we refunded for the purchase price of the product per our 90 day money back guarantee. Our records also indicate that the customer ordered the Lifetime Replacement Rollers which she was charged for the item she ordered, she was not over charged. The customer was refunded for the returned product of $19.95 on 12/30/2014. Our records also indicate that the customer contacted our customer service department and was refunded for the  shipping and handling on the Lifetime Replacement rollers of $7.95 on 1/2/2014. Since the customer states this product was defective we are refunded today the balance due of the $7.95 shipping and handling charge for the ******** ****. 

Consumer Response:  
Complaint:********

I am rejecting this response because: their information is inaccurate. Big surprise there. I have their customer service card That specifically stated the following : IF WE DO NOT HEAR FROM YOU BY DECEMBER 17, YOUR ORDER WILL BE CANCELLED AND REFUNDED.  I NEVER CONTACTED THEM .  THE CARD WAS TO BE SENT BACK IF I WANTED THE ITEM.  THE NEXT WEEK THE PRODUCT GETS DELIVERED. I PUT BATTERIES IN IT. IT DID NOT WORK.  I WOULD HAVE KEPT IT BUT IT DIDNT WORK AND I HAD TO PAY ANOTHER  $6.00 and change to return somethingthat was defective. I NEVER USED IT AS THEIR LETTER STATES.

My concern was i did not contact them as per their instructions,  they sent it anyway and i was charged the two $7.95 shipping and handling fee ($15.90).that i should not have been charged since it never should  have been sent. And when this item didn't  work, that was enough for me. Then they want to argue that i pay the shipping and handling no matter what plus more to ship back.  Outrageous. 

Sincerely,

***** ********

Business Response:

I am not understanding the consumers response, The customer was sent a backorder notice but may have been an incorrect backorder notice in error, She should have received an backorder notice stating to contact us if she would like to cancel her order.

As for her refund we are not arguing her refund, we  have refunded the customer in full for the price of the product as well as the "shipping and handling" for the product and addtional rollers for a full refund of the total amount of her order $35.85, which has already been sent to her credit card.

Since the customer states that the product was defective and states it cost her $6.25 to return the product we are sending her a refund check in the amount of $6.25 for the return shipping of the product.

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guaranteed for life. I returned one (leaking hose) of the two I received and got a replacement, they did not require shipping and handling. Then I returned the second hose as it started leaking and never heard from them again. Have **** tracking that they received the return on September 26, 2014. No replacement received. When I did call to get a return authorization before sending the second hose back, a rude customer service rep said I need to send shipping with the return. I explained they didn't require that on the first replacement and that no where in writing was this stipulated. I asked her to send this written shipping return to me and never got anything my mail or email.Return sent to *** ****** ****, Wallingford, CT *****Therefore, am contacting BBB to either get me the second replacement hose or prefer a refund for the hose since they don't appear to last very long at all plus my shipping spent of $6.35 to send it back to them. Although my order is dated June 2013, I didn't received original order until Sept 2013 (backordered) and then only got to use this summer (2014). Attached original online order and return postage receipt and confirmed delivery to *** ****** **** ************ ** *****

Desired Settlement: Therefore, am contacting BBB to either get me the second replacement hose or prefer a refund for the hose plus my return shipping to them of $6.35. Thank you for any help you can provide to resolve this problem. I see online that I am not the only one that has had with problem.

Business Response:

Our records indicate that the customer purchased the ***** pro from our company which was shipped in August 2013. This product comes with a 90 day money back guarantee as well as a lifetime warranty which includes a a shipping and handling charge for the replacement.  The customer returned a hose in 2014 and was a sent a replacement for the returned merchandise.  The customer contacted us on 9/19/2014 and was informed that the customer would need to return the product and pay the S&H charge for the replacement warranty since it was past the 90 day moneyback guarantee. We have noted this on her order.  The customer returned the hose but not the shipping and handling charge.

Since the customer has returned the product and is requesting a refund we are refunding customer for this product and it will be refunded back to her **** account which was billed.  This refund takes about 2 to 4 days to appear on her credit card statement.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** ****

12/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 sets of ********* Multi Purpose Silicone Lids and the lids do not create an air tight lid or even cling to any bowl, pot or cup!! I know they offer a 90- Day money back guarantee, I would have to pay for shipping and I feel since they misrepresented the product, I should not have to pay to return! How can you put something on the market and make false claims??

Desired Settlement: To have this purchase removed off my credit card and if they want the product back, they should pay the shipping cost. I am sure I am not the only person to buy this misrepresented product, but many will just let it slide since it is not that much money, but to me it's the principle of the matter!!

Business Response:

We are sorry that this customer is not happy with this product.  We offer a 90 day moneyback guarantee on all of our products. 

Although we are not sure why the customer is having a problem with this product, since this product even sticks and picks up the box it comes in.

Since we do offer a 90 day moneyback guarantee, we are issuing a call tag for this merchanise to be picked up from the customer for  a refund and also

to see what is the problem with the 2 items the cusotmer received.

Once the product is received back we will issue a full refund to the customer.

12/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order some products on 11/3/14 at this website *************** and when I checked on the status at ****************** these products were still temporarily out of stock, but yet they are still taking orders, I requested a refund and I see there are a number of complaints on this company and why are they still getting away with it. Can BBB shut them down or demand refunds from them? What type of company takes this long to send a customer a product they paid for? My order # *****************My info: ****** **** **** ** ******* ****** ******** ** ***** ###-###-####Last 4 digitis of my Credit Card # ****

Desired Settlement: Refund demand and for his company to be shut down.Order Summary Confirmation #: ************************ Order #: ***************** Order Date: 11/03/14 Payment information: Visa XXXX XXXX XXXX XX91Ship to Address:****** ******** ** ******* ********* ************* ** *****Sold to Address******* ******** ** ******* ********* ************* ** *****Item #Item DescriptionQTYPriceP & HStatusNotes90MBG90 DAY MONEY BACK GUARANTEE1$0.000.00Temporarily out of stock

Business Response:

Our records indicate that ****** **** Placed an order with for the ******** ****.  Per our website, which states:  "Due to overwhelming demand, please allow 2 – 6 weeks for delivery".

We have also mailed a postcard to this customer notifying her of the delay.  Our records show that she ordered a total of 4 different items, while some of the merchandise is stock two of the items are

are causing the backorder.  I have left Ms. **** a message today to speak to her regarding her order to try and get her order shipped. 

We cannot and do not bill orders that have not shipped.  Ms. ****'s order has not been billed to her since her order has not shipped, Once her order ships her order will billed.

12/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3/5/2014 Ordered 2 50' expandable hoses.Order ************************Didn't receive them for 4 weeks.. Both hoses busted within two months. May 2014 Called ****** to report broken hoses, said they would ship 2 more. Received two weeks later, and they busted within a week! Called ****** again, they sent two more which began to leak, so I called ****** and they said they would issue a refund! The CSR told me I did not need to return them!! Waited months for refund which did not hit my **** card. Finally, 10/19/14 I inquired about the refund and was told to return the two original hoses. 10/21/14: Returned via **** tracker# **********************, CSR said a refund request would be sent to their corporate office.12/2/2014, No refund and again told that corporate would be notified!

Desired Settlement: Refund amount of $60.18the $57.85 original purchase price plus 14.33 cost to return item.

Business Response:

All of our orders have a 90 day money back guarantee as well as a replacement warranty.  Our records indicate that  replacements was sent to the customer in July and August. Customer was informed he would have to return product in order to receive a refund even though it was past the 90 day guarantee. Our records indicate that issued a refund to Mr. *******'s credit card on 12/2/2014 and we was a mailed a refund check for the return S&H on 12/8/2014.

Since he has been refunded in full, we consider this matter resolved.

Consumer Response:

 
Better Business Bureau:

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

Thank you for your assistance.

Sincerely,

****** ******* 

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two 75 foot black DAP those and I received a bogo so I had a total of 4 75 foot hoses. I paid via credit card and have my receipts. The issue is this, all these hoses rupture in less than a year, they are not reliable. National Express has replaced my hoses twice and the same end result happens. I spent money having my water pressure checked at my home and had it reduced from 80 pounds to 60 pounds. I still got the same end results of the hoses rupturing during use. I called National Express and asked for a refund and it get redundant to keep shipping hoses back and getting new hoses, these hoses are not quality. I spoke with the rep, typed my return letter and packaged my hoses and shipped them from the UPS store in *********** where I have an account. My shipment was accepted at the return address given to me. That is where nothing else happened. I did not receive a refund, nor did they do the same thing as they always did and ship me 4 brand new hoses.

Desired Settlement: If National Express will not refund my money after numerous replacements, then I want four brand new 75 foot DAP hoses shipped asap. At this point I think the least they could do would be to reimburse me shipping cost of these hoses too for the lack of response or action on their part. If the BBB needs further documents, please ask.

Business Response:

Our records indicate that this customer ordered the Xhose product in June 2013.  This product has a 90 day moneyback guarantee and lifetime replaceplacement warranty.

Our records indicate the the customer returned two of the four hoses ordered in July 2014. Because it was past the 90 day moneyback guarantee a refund was not issued.

The customer contacted us in August 2014 regarding his return and stated he returned 4 hoses not two.  Our records indicate we issued two refund for the return of the four hoses on

8/22/2014 in the amounts of $69.95 and the second refund of $64.95 (since we had given the customer a $5.00 credit on his order in August 2013 because of the backorder delay).

These refunds were issued to the his mastercard on 8/22/2014 which he can verify with his credit card company.  Since his account has been refunded we consider this matter resolved.

 

Consumer Response:  
Better Business Bureau:

If National Express had taken the time to acknowledge the receipt of their product and their intent to refund the I would not have filed a complaint with the BBB.  The fact I was told the exact opposite on the phone call to their customer support led me to this response.  It took awhile to research my master cards, but I finally found the refunds.  

I have reviewed the response made by the business in reference to complaint ID 10333656, and find that this resolution is satisfactory to me.

Sincerely,

Robert Armstrong

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since July 2013, I have purchased several ******, both regular and ****, with the most recent purchase being this past June. Even though we followed all the special care instructions, they have all failed at some point. I have, I believe twice, sent them back paying the additional charge required, to get a replacement. The straw that broke the camel's back was the one we just opened yesterday. It was a **** Hose and failed almost immediately. I have spent, net, $96.70 for these hoses and have nothing to show for it. I feel that having to pay to return them just to get a new one is no longer an option since they all break. I don't feel I need to keep spending money on something I'll never be able to use. When I talked to Customer Service today, I was told they only have a 90-day money-back guarantee from the ORIGINAL purchase date, regardless of when I received a new hose due to paying for a replacement. That seems to be a great way to get past the 90 days so they don't have to return your money - just keep telling you to get a replacement hose for for some reduced price and never really stating that the very first time you ordered one starts the 90-day count. Quite frankly, I don't remember even seeing anything about a full refund up til 90 days. I think this borders on false advertising.

Desired Settlement: Full refund of the $96.70 I have spent on these hoses.

Business Response:

Our records indicate that the following customer placed her first order with our company in July 2012 from our website, which she returned to us as defective and a replacement was shipped on 8/25/2012.

Since that time the customer has not contacted us regarding that order.  Since our our website states we offer a 90 day moneyback guarantee, two years is past the limit for a refund on this product.

Our records indicate that the customer placed second order for 25 foot hose in  July 2013 and had returned the product and was refunded on 8/9/2013 for this order.

Our records indicate that the customer placed a 3rd order for in August 2013 for 2 50 foot hoses.  Our records indicate that she returned one 75 foot hoses in June 2014 in which a replacement was sent.

I am not sure where she purchased a 75 foot hose from but it was not from our company, unless we sent her a 75 foot hose in error instead of a 50 foot which she originally purchased from us.

Our records indicate that the customer contacted us in October 2014 for a replacement, in which she was informed of our policies which is we offer a 90 day moneyback guarantee on our products.

Also this product has a lifetimewarranty on this product in which the customer must return the product with the warranty form for a replacement.

Since this merchandise was purchased in July 2012 and August 2013 it is past the stated refund policy.  If the customer would like a replacement, the customer must return the product along with our warranty form

for a replacement.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I think they're selling a faulty product and they don't want to stand behind it.  Every time you send back a hose that's faulty you have to pay the postage on it plus a remittance to get a new one.  This is a scam.  I have NEVER had one of their hoses last any amount of time to make it worth their cost.  I didn't expect a reasonable resolution to this complaint and I got what I expected.  I will do everything I can to let all my friends know how awful this product is.  

Sincerely,

***** *********

12/2/2014 Problems with Product/Service
10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is *** ******,I ordered a **** *** * *** **** on 7/18/14 after watching a commercial display of the product on TV. I received my order on 8/12/14. I used the **** *** * *** **** on 8/16/14 for the first time without any incident. But on 8/21/14, I was washing my van with the same hose when suddenly; it exploded as I bent over to pick it up. I felt a pinch or pain on my right chin as particles from the rubber or hose struck my chin. I took a picture of my right chin immediately as it swells and turned pinkish. I also started calling *** * *** to complain about my slight injury and my experience with their product. My effort to reach *** * *** **** was to no avail. They did not include an invoice in the package they sent me. The only contact number I have is the order number which is (**** *** ****). I am very dissatisfied and afraid of using this product. They promised to include a second **** **** but instead they put a 25ft in the box.Remedy= since there is no warrantee that a replacement hose will not explode, I request for two resolutions.1.Full refund of my money ($89.75)2.If possible, people should be aware that this product could explode Thanks, *** ******The only address on mailing boxNational Express4** ******* *************** ** ******

Desired Settlement: I want full refund of my purchase money.

Business Response:

Our records indicate that the customer has not contacted us regarding her purchase but he has returned his order and has been refunded on 9/10/14 for his order.

We have also reached out to him regarding his complaint to resolve this matter.

Consumer Response:  
Complaint: ********

I am rejecting this response because: i haven't spoken to anyone from this company and didn't get refund from  the company at this time.
 
Sincerely,

********* ******

Business Response:

Our records indicate that there were two refunds to the customers's credit card for his order.

$64.90 on 9/10/14 and $24.85 on 9/16/2014.  The customer's **** has been credited/refunded in full.

 

Thank You

**** *******
National Express Inc
* ****** ******
******* ** *****
Ph: ###-###-####
Fax: ###-###-####
Email: ***************

10/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered an ***** *** on 2-2-14 for the price of $47.85 (buy one 25 ft. hose, get a 25 ft. hose free deal). The order was shipped on 3/6/14 and charged to our credit card. When the order arrived one of the brass fitting had no threads for connection; called to get a replacement on 4/15/14, which arrived approx. a week later. After using for a short time, one of the hoses started leaking badly; I called to report this and the lady stated she would send another replacement which was never received. Since that time, the other hose started leaking and both had to be disposed of. My husband chose the *** brand because he thought it was a reputable product!!

Desired Settlement: I would like a full refund for this product as it was absolutely of no use.

Business Response:

Our records indicate that the customer placed their order in February 2014, which was shipped to the customer. Our records indicate the customer contacted us regarding her order and a replacement had been shipped.

The customer also contacted us for the status of the replacement, in which was given the tracking information for the replacement sent on 4/29/2014.  The customer has not contacted us since to notify of us of non-receipt of replacement of further problems with their purchase. 

Since the it has been almost 6 months since the replacement has been sent, the **** tracking is no longer available to confirm that the replacement has been delivered.  We also do not show the package being returned to us.

Since the customer states they have not receive their replacement we are issuing a refund to the customer.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

******* **********

10/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: *** ******** ***** pillow I purchased was supposed to be full sized as per the television ad and website, however upon receiving it, I was shocked to find it smaller than a travel pillow. It is a true misrepresentation as the ads show an adult woman laying on pillow and upon receiving it, it's the size for a child.

Desired Settlement: I would like a full refund of my purchase price of $29.99(buy one get one free with payment of shipping and handling for both), plus 7.95x 2 = 45.89 plus my return shipping cost of 9.95 for a total of= $55.84

Business Response:

National Express does not sell or distrubute this product in ******.  We only sell distribute this product in the United States.

Please contact the company whom this was purchased from.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** *****

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/19/13 we placed an order for two 75' ***** **** for a total cost of $89.85. They were received w/o a problem. After a week or so I noticed one of the hoses leaking; called customer service and they were happy to replace it. Did not have to return defective hose but I kept it as a spare. I don't recall the exact number of months I used the hoses but within a 6 month period they all broke. In order to get replacements the hoses have to be returned to the company (at customer cost of approximately $23 for two hoses). You are then charged $10.95 for each replacement hose. Between time of purchase and 4/25/14 a number of hoses were returned and replaced. I continued to receive new hoses but had to wait nearly two months to receive them and every single hose I received was defective out of the box. Two hoses literally burst open - sounding like gun shots and decapitated several plants. I called corporate several times to explain the problem with the defective hoses but have gotten no satisfaction. On 7/17/14 I sent a letter to the CEO of the company, **** *****, explaining the problems and my dissatisfaction. Received no answer. Sent a follow up on 8/14/14. Still no response. Because I didn't get any response I called corporate, again, and was in contact with a ******* and an ****** ***** who promised to send out replacement hoses immediately. (****** told me **** ***** was ill and out on sick leave.) Never received any product. Since I told ****** I saved three defective hoses she said she'd send me a call tag so I could return them in the same box that would arrive with hose replacements. Never got the call tag that was promised on 8/26. Called again on 9/11 and ****** said she'd send another call tag and one hose was supposedly shipped on 8/30. Never received that hose to date. The last time I received any hoses from the company was on 7/26 and it was defective. ****** promised I would receive three hoses by Friday, 9/19. Never got them but did finally receive the call tag. I called corporate yesterday, Monday, 9/22 and was told ****** was not available and that **** ***** was in a meeting. Whoever I spoke to got a very brief rundown on the situation and informed me the 75' hoses are not in stock and nothing was shipped out! Because I live in SW FL and have a large lanai with over 60 varieties of plantings I must have a working hose! Over the past 4-5 months I had to go to ******* several times to purchase hoses because I had nothing to water the garden with. I have gotten nothing but a great deal of empty promises. I have considerable documentation to back up my claims with copies of the letters I sent to corporate along with dates of conversation. Aside from aggravation and frustration this fiasco has left me with approximately $225 in unnecessary charges for return postage, new defective hoses, and hoses I purchased at *******.

Desired Settlement: National Express definitely has an issue with their customer service and I feel it's their duty to own up to very poor quality control and try to satisfy the customers they serve. By ignoring my pleas and communication, and outright lying to me is a despicable business characteristic. I have been extremely patient and empathetic with this company and don't want to deal with them any longer.

Business Response:

Our records indicate that *** ******* has contacted us several times regarding her order which was placed in June 2013.  Her order was for one Xhose 75 foot you purchase one and you get a second one free just pay P&H.  Per our advertisement, we have a 90 day moneyback guarantee, plus a lifetime replacement warranty, which states customer returns the item and there is a P&H fee for a free replacement of the hose.  Our records indicate that the customer was issued a call tag on sept 11th, *** Tracking# ******************, which the product has not been received back as of yet.  The customer has called several times and was informed of our backorder on the replacements.  We show that one replacement hose was sent to the customer and tracking shows a delivered on 10/7/2014.  Our records also show that 2 additonal hoses were sent on 10/1/2014 which will arrive any day since the delivery time is 2 to 10 business days for delivery. 

Since the customer has not returned the original hoses with the call tag and the replacements have been shipped, no refund is due at this time.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory but replete with lies.  I will accept their response FOR THE TIME BEING.  I was NEVER told by ****** ***** the hoses were back ordered.  If they were backordered since early August or I should have been told.  I was informed one hose was shipped on 8/30 but I never got it.  ****** ***** told me in no uncertain terms I would receive three hoses by Friday, 9/19.  I told her I would gladly return the three defective hoses but did not have an appropriate carton.  She said when I received the hoses (on 9/19) I could use the box they came in and she was sending a call tag.  I had to phone the company because said tag was never received (they said it was sent out) and ****** said she'd send another one which arrived on 9/15 or 16.  September 19th came and went.  No hoses arrived.  It was only when I phoned National Express for the umpteenth time, and spoke to somebody else did I find out the hoses were never shipped because they were on back order.  I truly believe if I did not file a complaint with you I never would have received any hoses at all.  They claim two shipments were sent to me recently when in actuality all three hoses arrived in one shipment, yesterday, Tuesday, October 7th.  Part of this entire problem is that all new hoses have all been defective so I get virtually no use out of them.  I have no way of knowing whether the product I received is satisfactory or not until I make use of them.  The company makes all kinds of promises to the customer but never follows through and I'm tired of paying for defective product.

 
If the problem is ongoing I will file another complaint.  In the meantime I have three new hoses and the three defective ones will be returned to the company tomorrow, Thursday, October 9th.

Sincerely,

******* *******

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered ******** ( 3 hoses ) from TV infomercial and received them Sat. Aug. 16, 2014.All three hoses are defective.There was NO RECEIPT included with the order. The only paperwork was an "info sheet" for hoses. No return info or tel. #The return address on the shipping box was:National Express*** ******* *************** *** *****I request a full refund. Since I received no receipt my total should be.... 2/ 50 ft hoses for $49.95 (1free) a 3rd hose for $49.95 plus $9.95 shipping. total refund $109.85

Desired Settlement: Please send full refund to:**** ********* ****** ********** ***** *** *****

Business Response:

Our records indicate that the customer has contacted us for return instructions and has returned their order.  We have received the merchandise at our warehouse on 9/10/2014 and have issued two

refunds for $99.90 for the merchandise and $29.85 for the s&H of this product. This customer has been refunded in full for their order.

9/26/2014 Problems with Product/Service
9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hoses burst after one season. I purchased 4 hoses and within 2 months they burst. They replaced all hoses since it was under warranty. One year later the hoses have burst again and they will not refund my money since the warranty has expired. The hoses last for a very short time hence the 90 day warranty. these hoses are very expensive and do not last. They are misleading the public on this product.

Desired Settlement: refund my total amount $79.85

Business Response: Our records indicate that this customer purchased the product and was shipped in June 2013. The customer returned the product and was issued a replacement in September 2013. We have not been contacted by the customer again until August 2014, in which the customer was informed that this product has a 90 day moneyback guarantee.  The customer has not returned the replacements.  Our ********* website clearly states that this product has a 90 day moneyback guarantee.  Since we stand behind our products we are issuing a refund to the customer's card which was charged for the purchase price of the product in the amount of $59.95.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About a month ago, I bought two ***** *** retractable hoses from National Express. Within two weeks of delivery, both hoses sprung leaks, even though I followed the enclosed care instructions to the letter. I tried to call the company, but their phone just rings several times then goes dead. I tried to contact the company via the ***** *** website from which I placed my order, but there is no phone or email contact information listed there. So now I'm filing a complaint against the company because they seem to have set up a system whereby consumers cannot reach them after purchases are made. What's more, this sleazy-feeling situation has made me apprehensive to return my defective ***** ***s because I fear that the moment I mail them off, I'll never hear from National Express again, and be left with nothing but a credit card bill for nearly $60my money that went to National Express for nothing.

Desired Settlement: I want a refund for two defective ***** *** retractable hoses, two ***** holders, sales tax, and the cost of any postage I have to pay for to return the defective hoses.

Business Response:

Our records indicate that the following customer has purchased the ***** from our website, which was shipped on 6/26/2014.

All of our orders are sent with our return address on the package as well as our 90 day moneyback guarantee form for customers to return product, we show no record of this customer returning the product to us.

Also our website does have and email address to which the customers can contact us.  Also I am not sure of the time of day the customer tried contacting our company, but all of our customer services numbers given to customers by our website, their credit card company and our 800 number listed on the customers's credit card statement, are numbers where there are live customer service representatives answering calls during normal business hours .

Since this customer is stating the product is defective we have issued a full refund to the customers account for this merchandise.

9/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two **** *** retractable hoses and was sent 4 extra by mistake. upon returning it cost me $40.00 to return the 4, the company refunded me the amount of the 4. leaving me a balance of $65.70 for the initial 2 hoses (it was a buy one get one free promotion). upon using the hose for the first time, one of the hoses exploded while I was using it. I called the company and they told me they would replace the hose at no charge and that I didn't even have to return the faulty hose.I was at that point pleased with the company but later I recieved a phone call from a different person saying because they had refunded me too much money (when they refunded me for the 4 hoses) I would have to puchase another hose if I wanted a replacement. The error was not mine but theirs, Plus I had to pay shipping of $40.00 to send the 4 hoses back so this order ended up costing me $105.70. for one hose and one defective hose. their web site does not give you an email address or phone number to call them either. I had to look on my bank statement in order to fine a phone number.

Desired Settlement: I would like to have a replacement for the defective hose. and if they change their mind and would like the hose back (since they changed their mind about sending me a replacement) I still have the faulty hose.

Business Response: Our records indicate that *** **** had placed two separate orders for the ***** product. Customer contact us and wanted to return 2nd order, since customer only wanted one order.  The merchandise has been returned and customer has been refunded for both orders.  The customer contacted us for a  replacement on an item, but was informed has been already been refunded for both entire orders.  Since customer has been refunded the customer was informed he could place another order to receive another product which he did not wish to do, he was also informed a replacement could not be issued.  Since the customer has refunded for both orders and all the product ordered for both the product and also the shipping and handling separatlely, we cannot send replacement.

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the commercial of the product It show a male using the hose with his RV. I ordered these to use with an RV. But when they arrived, in with the hose is a warning stating that do not drink from this hose. The ***** is a tool that is used and stored outdoors and can be exposed to conditions that can be harmful to humans such as: mold and bacteria, lawn and garden chemicals, animal waste, insects, stagnant water and other harmful substances. Had I known this, I would have never ordered the hose. No where in the commercial was this ever said. Now I want to return them for a refund. But no packing slip came with these,Only a bag with two hoses. It said you have a 90 day money back guarantee. But they make it hard for you to return. I had to look up every thing. Now I'm wondering if I will ever get my money back. I'm sending it certified mail, so they can't say they did not get it.

Desired Settlement: I want my full refund.

Business Response: Our advertisement shows and states that this hose being used for washing vehicles and watering the lawn as you do with a normal garden hose. Our advertisements does not state or show pictures of this product being used for drinking purposes.  All of our products come with the merchandise and a 90 day money back guarantee, customer can return product to address on package for a refund of the this product. As of today we have not received package back as soon as package is returned customer will be refunded. 

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4-11-2014 I ordered the * **** ***, plus the second hose free by paying extra P&H, via internet. Somehow, the order was doubled, even though I called the company the same day to check, and I was assured that there was only one order in their system. About 2 weeks later, 2 sets of hoses arrived, and I was billed twice ($47.85 twice) for the 2 sets. Again I called the company and spoke to Joy explaining exactly what had happened, and I asked that they send me a pre-paid shipping label with which to return the 2nd set that I did not need or want. She replied that "We don't do that." I asked to speak with her supervisor, and she referred me to **** @###-###-####. **** was "not available" when I called. I called another day, and **** said she would see what they could do. After a few weeks I called again, and **** said she had sent the mailing label, but she would check. A third call to **** brought the same assurance.Today is 7-26-2014. It is obvious to me that **** has no intention to honor her word to me to send a mailing label. Even if I send the 2nd set back, I probably would never see a refund, based on my experience so far. Also I have in my archives an email confirmation of the original order for 1 hose plus one free that I can send if you'll tell me how to do so. Thank you. Sincerely, ****** * ****

Desired Settlement: Refund the extra $47.85, send me a pre-paid mailing label, and I will return the 2nd set of hoses unused, in original condition. (I requested the pre-paid mailing label because I was assured that only one order had been placed, & I didn't think I should have to pay to send the other one back.)

Business Response:

Our records indicate that the customer placed two separate orders via our website for the ***** product. Our records does not show a duplicate order.  These orders have notes that the customer was informed that since there were two orders placed customer needed to return the second order to receive a refund.  As of yet we have not received the product back from the customer.  We have no record that a call tag was issued.

To resolve this matter, we are issuing a *** call tag today to have the merchandise picked up so that a refund can be issued to the customer account.

8/29/2014 Problems with Product/Service
8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two hoses on the ***** pro website 5/30/2014 and received them a few weeks later. I followed all the manufacturer's instructions on proper use and storage of the hoses. I used the hoses a total of 5 times to water my garden. On July 15, I was using one of the hoses and the hose burst, causing the metal end piece to separate. The website on which I purchased the hoses promises a 90 day money back guarantee. The only contact information for returns is a phone number which I have called numerous time. Each time the phone rings and rings and is never answered. I have searched the website for another way to contact this company regarding returns and have found none.

Desired Settlement: Since I followed all of the manufacturer's directions regarding use, care and storage of the hose, and am within the 90 day period specified on the website, I would like my purchase price of $47.85 refunded to me.

Business Response: Our records indicate that this customer has contacted our customer service department in July and was given the return instructions for his merchandise. Merchandise has been received and refund has been issued to the customers credit card for the returned merchandise. Since this customer has been issued two refunds for the $29.95 and $17.90 for a total of $47.85 we consider this matter resolved.

8/28/2014 Problems with Product/Service | Complaint Details Unavailable
8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Returned two hoses and completed the form which was enclosed with original mailing and returned with the hoses that product was defective and I requested a credit/refund. This form was included with the return of the two hoses. Rather than a refund I received two more hoses and Customer Service told me I didn't indicate wanting credit. Explained I had a copy and did not want to pay to ship the hoses back again. Company sent *** ** box for return which were returned July 3, 2014. The end of July I had to call company again and ask them why card not credited. Said it would be done in 3-5 days; called again today 8-19-14 and they said I just called last week and it would still be 3-5 days to credit my credit card.

Desired Settlement: Refund the cost of returned hose; half the original shipping costs (totaled 63.70) and the $17.35 cost to return the hoses the first time which was back in March 2014.Website fails to list a proper customer service number which should be listed.The return form I originally enclosed with defective hoses states, " 90-Day Money Back Guarantee.' which this company makes difficult to receive without several calls. Thank you

Business Response: Our records indicate that this customer returned the product and a replacement was issued to the customer.  Our records indicate that the replacements have been returned to our company and the customer was issued a refund on 8/11/2014 to the card members account for the amount of $139.90 for the cost of those hoses returned.  The 3 to 5 days is the amount of time for the credit to show up on the cardmembers account. The credit has been issued and should already appear on the cardmembers **** account, which the cardmember can verify with their credit card company.  Per our 90 day moneyback guarantee, we do not refund shipping and handling charges.  Since the cardmember states the product she received was defective we are crediting her account for the $43.60 for the hoses as well as the $17.35 return shipping for these hoses today.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** *******

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered the ***** ** **** *** 2 for 1 special. The site says 2-4 weeks for delivery, but mine took 6-8 weeks. One hose works, the other leaks like a sieve.I do not feel I should pay return shipping.There is NO ANSWER at customer service.No way to contact them for service.POOR QUALITY CONTROL

Desired Settlement: I want the entire order refunded, and return shipping paid for.

Consumer Response:

Sirs

After a great deal of time, I reached a customer service representative at this company and they are supposed to address my issues.

So I will get back to you if I still have a problem.

Thank you for your support!!

**** **** **

 

8/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: purchased a *** ***** *** online in april 2014 failed may 2014. Told by tele rep product would be replaced under warranty as they are familiar with problem. I called a second time in july and have yet to get my replacement.

Desired Settlement: I missed my entire growing season and had to water by hand. Should be entitled to a 50' ft hose rather than the 25' I paid for....

Business Response:

We do have a record of this customer contacting us regarding his purchase, but the notes do not state wether or not customer was returning product for replacement. As of today no product has been returned for replacement.  Since customer states customer service was supposed to send replacement with product being returned, we are sending replacement to customer today at no charge.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** *******

8/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the *** * *** **** buy one get one "free" in March. They shipped the goods on April 17th. In June I called to complain that both hoses had exploded. The man was very nice and said would you like me to replace them. I asked him flat out have there been complaints on this product and am I wasting my time getting this sent again. He said there have been no complaints at all. LIE LIE LIE. I soon found out he was full of **** *n fact out of my neighbors 4 of them have had problems repeatedly. I got the replacement hoses 3 weeks ago and both have popped again. One in the middle and the other at the nozzle. I called today to say I wanted a refund and the woman was so rude and just kept saying I was out of the guarantee time frame. I countered saying no I am not since these were just replaced 3 weeks ago. She kept asking if I followed the instructions reciting a version of her own(unlike what is on the card) I told her yes. She then stopped speaking. Again she asked me what I wanted and I told her my money back. She refused. I asked for a manager and she would not put one on the phone. I finally just said fine I will file a complaint and she said fine we always win. How can they continue to sell this product and get away with an A+ rating and treat customers this way? They are robbing people by default. This is NOT what an A+ company does.

Desired Settlement: I would like my $97.68 Refunded to me.

Business Response: Our records indicate that the following customer had purchased the product from our company and was issued a replacement per the customer's request in June 2014.  I cannot state the nature of the call when the customer called back in July 2014, but our records indicate that the customer contacted our company and was irrate with the customer service representative and hung up before the matter could be resolved.  Our policy is if the customer would like a refund for the product, the product must be returned in order for a refund to be issued, as of today the product has not been returned for a refund.  Since the customer states the replacements are not working we are issuing a refund to the customers account for this purchase.

Consumer Response:  
Better Business Bureau:

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

 
 
On a side note, Why this business is still rated an A+ is beyond me.  A customer should not have to go to these lengths to get a problem resolved.  I DID NOT hang up on the customer service person.  She was extremely rude to me throughout the whole conversation and when I told her I wanted a refund she flat out told me no.  She never once mentioned to send back the product for that refund.  Shame on them for making customers go through hoops to get quality service.  The BBB should reassign their rating and protect customers from getting involved with this company.   With that being said thank you for getting me a refund.

Sincerely,

********* ********

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered one hose and one nozzle over the phone and received 5 of each. The first two I tried to use broke immediately. The company didn't include any packing slip and it was obvious they didn't want to make it easy to be contacted. I called my bank to dispute the charge. My bank found a way to and contacted the company and they grudgingly offered to let me pay the postage to return the broken merchandise. They charged me over $60.00 to ship the hoses to me and that is obviously an overcharge. When I looked online at this company I found many other complaints. I found that these scams happen so that the companies can overcharge for shipping. I hope that this complaint might help others that have gotten or might get scammed by this company. I am out $291.25 before the postage I now have to pay to return the items.

Desired Settlement: I want to be reimbursed for the order and the postage to return the order. I would ask for payment for my time, but feel that I learned a lesson in exchange for all my time and trouble.

Business Response:

Our records indicate that the cusotmer placed an order for 5 xhoses and 3 nozzle attachments in April 2014, because her order was on backorder at the time we sent her a backorder notice on 5/19/2014  notifying her of the delay of the order and how she could contact us.  Her order was shipped on 5/29/2014. Customer contacted us on June 17,2014 with her credit card company stating she would like to return the order and was informed she would be refunded for the product and shipping and handling as well as 1/2 the return shipping on this product once the merchandise was received back.

The merchandise has been received back and her account has been credit twice, once for the merchandise and the 2nd for the S&H charges for a total of $291.25, which is the full amount she has been charged.

We are also sending her  a refund check on 7/18/2014 for the $33.75 for the return shipping fee for this product.  Since we have received the merchandise back from the customer and have refunded the customer for the full amount, we consider this matter resolved.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought 2 "*** * **** ***" both went bad.Started leaking we called National Express to ask for a refund.They first stated that if we return the hoses (at our expense) wewould receive the refund.When we called back to get a return number we were told that we were noteligible for a refund because our warranty was for 90 days. We told them that how did we know that the hoses would start leaking after the warranty expired.Bad company to do business with. They should be shut down. They obviously workon the edge of the law.Rgds****** *********

Desired Settlement: We want a refund fr $69.85.

Business Response:

Our records indicate that the following customer a total of two hoses which were shipped on January 2014.  Our records indicate the customer  contacted us in June regarding a problem with the hoses.

We offer a 90 day moneyback guarantee with the product.  The customer was informed if they would like a refund even though it was past the 90 day guarantee that they would have to return the product and a refund would be issued.  The customer was also offered free replacements without having to return the product, which the customer accepted.  Replacement has been shipped to the customer and delivered on July 3, 2014.   Since we have replaced this product per the customers request no refund is due and we feel this matter has been resolved.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
When i called the 1st time they did say that if I pay the cost and return the hoses they would refund the money.
When I called them the second time to tell them that I will return the hoses they told me that they will not accept a return of the faulty hoses.
They then mentioned the 90 day warranty etc.
They said that they will only replace them and since I had no choice I said fine.
I still have all 4 hoses and if they will give me a refund of $69.85 I would be happy to send them all back at my cost.
I do not want their product since I feel that it is faulty/shody and I am not willing to support them.
Just need to know the address and contact name.

Sincerely,

***** *********

Consumer Response:

Dear *** ******
I am in receipt of the BBB decision regarding my complaint ID #********.

As mentioned as stated the BBB has closed the file , relative to my complaint, against National Express.

With all due respect I am not interested in keeping the replacement hoses.

It is my opinion that the hoses, that they market are a shoddy item.  Their quality control is less than stellar.

It is my opinion, therefore, that the replacement hoses will also experience the same problem and I might be

spending my time going back and forth with National Express. I do not want this situation.  I imagine that if they

were actually receiving back the defective hoses they would have a warehouse full.

Once again I am willing ready and able to return all 4 hoses (at my expense) to National Express in return to receive a full
refund in the amount of my initial outlay.

I look forward to a favorable reply.

My regards,

***** *********

 

 

Business Response:

customer can return product to:

xhose

* ****** ****** ******** ** *****

attn: **** ******* for full refund.

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased two of the ******* **** ******* in the last year. The hinge broke off the first product making it unusable. I liked the product so much I thought maybe it was just a fluke. Maybe I got one with weak plastic or maybe it was used too much. I bought another one which broke at the exact same place. I have tried and tried to contact them but nothing. I have spoke with three other people who have bought them and had the same problem. They need to replace my product or my money.

Desired Settlement: I would be happy with two replacement products or two refunds.

Business Response: Spoke to customer, customer states both units broke, customer did not have exact information of where and when products were purchased. Customer was looking for corporate office information to receive replacements.  Per customer's request we are sending replacements to customer to resolve this matter.

7/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a buy one get one **** **** on May 12. Still has not arrived. No response from 3 tries at customer service. The e-mail they provide on the order is not in service. I want to cancel this order.

Desired Settlement: a response from the company that my order is indeed cancelled.

Business Response:

Our records indicate that this customer placed her order in May, which we advertise 2 to 6 weeks for delivery.  We mailed her an backorder notice June advising her of the delay in her order.

Our records indicate that her merchandise was shipped on 6/26/2014.  I have tracked her package and there is no confirmation of delivery, we have left a message with the customer to contact us to resolve this matter with the customer.

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered * ***** Pro 150 foot hoses May 10th 2014. I entered all the appropriate information on their site. I assumed the hoses would come in the 2-4 weeks time allotted for delivery. When I went to their web site to check on my order today with my order number all the site said was "backordered". There is no telephone number associated with the web site, and no way to know when my hoses will be shipped. Not to mention the fact that they have my credit card information. I have no way of knowing when my hoses will be sent, what caused the "backorder" and no way of deleting the order without a telephone number for contacting.

Desired Settlement: I want to be able to contact the business responsible for operating the web site and find out where my products are, as I have a limbo charge for $91.XX out there in cyberspace.I threw out my perfectly good hoses expecting my new ***** *** hoses as their replacements, and well now I am literally high and DRY.

Business Response:

The following customer ordered the ***** from our website which states 2 to 6 weeks for deliver.  This product has been shipped and delivered to the customer on 6/20/2014

as per the tracking information.  Since the product has been delivered to the customer no refund is due and this matter is resolved.

7/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I HAVE THIS HOSE FOR 30 DAYS IT STARTED TO LEAK .NOW IT JUST BROKE OPEN AND WATER IS ALL OVER THE PLACE AND HOSE IS BROKEN.I HAD ORDERED 2 OF THEM NOW THE SECOND ONE IS LEAKING.I CALLED CUSTOMER SERVICE AND THEY TELL ME IT BECAUSE I FILLED UP THE HOSE TOO FAST WITH WATER.THEY TELL ME TO FILL IT UP SLOWER.I DID THAT AND FOLLOWED THE INTSTRUCTIONS AND THEY BOTH HAVE PROBLEMS .

Desired Settlement: REFUND FOR BOTH HOSES.I WILL SHIP THEM BACK TO THE COMPANY AT THERE EXPENS SINCE THEY HAVE A 90 DAY WARRANTY.ITS ONLY BEEN 30DAYS.

Business Response: Our records indicate that the customer contacted us with a problem with using this product. At that time he requested a replacement for the product, which was sent to him without returning the original order.  We have tracked his replacement and his replacments are in route to him.   We do have a 90 day moneyback guarantee, the customer can accept the replacements which he requested or he can refuse delivery on the replacements, by not opening the package and writing return to sending and giving the package back to the ** ****** Carrier and the product will be returned to us and his account will be refunded for his order. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: I contacted there customer service they did not tell me they where sending a replacement. When I contacted them on6/16 then they told me that a  replacement was sent. I did not want a replacement I want a refund for the products I returned and to pay for shipping the defective items back to them with ***. Or they can send me a return label from *** or Fed ex to return the defective items.

Sincerely,

******* *******

Business Response: Customer does not need to return broken hose.  Customer needs refuse delivery on replacement which has already been shipped and the expected delivery date is Thursday 6/19/2014. Please refuse delivery on package do not open and write return to sender and it will be returned to us at no expense and we will refund for order.

Consumer Response:

 I was told by customer service that for ME to get a refund NOT A REPLACMENT for the two broken hoses I would need to return them. I had these hoses less the 3 week and they broke. I was charge 110 dollars for the 2 hoses that are defective and one hose holder .There warranty said that you have 90 days to return the protect. I want a refund of 110 .00 lars for the original purchase and a refund for 12. dollars for the shipping back to there warehouse in CT. The tracking # is ****************** with *** .

 

  
Complaint: ********

I am rejecting this response because:

Sincerely,

******* *******

Consumer Response: Date Sent: 6/18/2014 6:44:25 PM

 I was told by customer service that for ME to get a refund NOT A REPLACMENT for the two broken hoses I would need to return them. I had these hoses less the 3 week and they broke. I was charge 110 dollars for the 2 hoses that are defective and one hose holder .There warranty said that you have 90 days to return the protect. I want a refund of 110 .00 lars for the original purchase and a refund for 12. dollars for the shipping back to there warehouse in CT. The tracking # is ****************** with *** .

 

Business Response: I need the customer's information, which is not provided to reply to this complaint.

Business Response:

Customer has been refunded on 6-18-2014 in full for this purchase, this customer has received his refund, so this matter should be resolved.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, They never refunded the return shipping. The resolution is satisfactory to me.

Sincerely,

******* *******

7/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lifetime guarantee on hose. Hose exploded with forth use. Company refuses to send me forms for return of hose or address to return defective hose.

Desired Settlement: I will return defective hose & pay shipping charges for new one if I am given instructions on return and address to return defective hose.

Business Response: I am not sure what number the customer is contacting for the warranty information, but I have emailed the customer today the warranty information as well as left him a message to contact us to get him the correct information for his replacement.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ****

7/18/2014 Delivery Issues
7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband is disabled, loves to assist me outside. When he saw the ads on television for the *******,its ability to rewind itself, lightweight and promised durability, extended use and functionality, I wanted to get it for him as a Fathers Day present. Ordered the 25' set BOGO and it was too short-caused water to spray on my husbands' power chair as he watered. Re-ordered the 50' set BOGO, returned the other (special trip to PO, with added expense to home already burdened with 11 year old medical expenses). New set was ordered on June 13, *******, at 11:59 am, was told it would be shipped and received within 7-10 days, I would be given a tracking number, no contact was made, I called again on the 24th, was told by ******- 6:24 pm- it had been shipped. Being skeptical, I called on July 1, to check on the order, was told it should be delivered by Thurs. July 3rd. Much to my surprise and my husbands; joy, the hoses' arrived with our mail. It is VERY dry in North Carolina, so I opened the plastic bag (only shipped in same), removed the hose and when I tried to connect it to the faucet-the brass female fitting was damaged and would not screw in at all. Since I have two hose, I thought I would see if I could connect the damaged area to the other hose and use the second hose female end to attach to the faucet. This connection only caused much leakage of water and was very unsatisfactory. I called National Express and spoke with *******, 11;53 am, 7/1/14, she was abrupt and stated the hose were NEVER meant to be connected (one with another) as they would explode. This is NOT expressed in your commercials and I do not understand the reasoning behind her comment. A bit of false advertising, or lack of same, this issue was not covered and I feel is and should be demonstrated to cover all needed practical uses. We are very displeased with your product, I cannot state how misled we have been and the way your product "built up" to be so helpful to we who work outdoors, is just the contrary.!!

Desired Settlement: 2-50' hose--49.95, shipping and handling 19.90-- total 69.85. Requesting total refund as product was stated to be damage resistant (brass fittings) and for untold time in correspondence, trips to Post Office, funds to return both orders and the pressure and unhappiness brought to a man who is disabled with two strokes expecting a nationally advertised product to be adequate in its presentation. I have lost a great deal of confidence in the advertising system when a hose can be misrepresented.

Business Response:

Our records indicate that the customer did order the product from our company and did return the 25 foot an did re-order the 50 foot.

As for the product exploded if you put two together, is incorrect.  We do not know why our customer service representative would give out that information since it is not true.

You can connect two Xhoses together, we do not recommend more than two at a time, because the more you connect together it may cause a drop in water pressure which will the hoses will not expand because there is not enough water pressure, which is the complete opposite of the information given to the customer.  We are checking into this claim so that our customer service representives are giving out the correct information.

The customer has returned the product to us and has been refunded in two separate refunds one for the product and the second for the shipping and handling charges.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

********* ********** Thank you!! I received one credit, waiting on the other S/H.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the ******* **** ****** in October. By Mid January beginning of February the small blade fell apart and cut me big time while using it. After speaking to the rude person in customer service at **** ****** company I went to *** **** *** ****** and they gladly replaced the entire **** ******. Now it is June and as of two weeks ago the blade is falling apart again. So my son has gladly given me his small blade to use in the mean time. I do like the product as it does work well for about the first 115 days and then falls apart from using it. It is a product I use about every other day, but that's what it is made for.

Desired Settlement: I would like them to replace the blade for free. And if they would like I can send back the one that has died, but they will need to pay the shipping. Maybe if they actually analyze the broken one they can make a better product.

Business Response:

This customer purchased this product from *** **** * ****** and not National Express, so the warranty on the product is only 90 day warranty.

There are two blades to this product and and the smaller blade requires the fruit or vegetable to be cut into much smaller pieces than the larger blade.  This product is not made for commercial use and some items are not recommended to be used with the smaller blade since harder vegetables cannot pass through the smaller blade.

Since the customer did purchase through *** **** * ****** and it was past the warranty the customer was instructed to return the product to them since this was the place of purchase.

Since customer statisfaction remains our priority and we do stand behind our products we are sending a replacement blade at no charge to the customer at the address supplied.

Consumer Response:  
Better Business Bureau:

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

However the small blade is the one I use the most and I do cut the veggies into thinner pieces for that blade. It is not used for commercial use just for my 5 person family. we eat lots of cut veggies in different salads. I love the product but it needs to be improved.
Sincerely,

****** ******

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two 75' ****es from National Online. Both hoses burst upon initial use. After the first home burst, I called customer service and was told they would send a replacement and that I did not need to return the burst hose. After the second hose burst, I called again, on June 23, 2014 requesting a refund for $91.85, the full cost of the hoses. I was then told I would need to return the hoses, except that I had discarded them in the trash based on my first call. The only offer from National Online was to send me replacement hoses. Further research reveals that the ****e product is faulty and bursts for most customers, yet they continue to sell the product. My request is for a full refund of $91.85.

Desired Settlement: $69.95 cost, plus $21.90 shipping, for a total refund of $91.85

Business Response:

The customer contacted us because of the defective 1st hose which he requested a replacement. Our records indicate that we sent to the customer in the meantime the customer called for a refund.

The customer could have returned the 2nd hose to receive his refund for his order. It looks like a mistake our end that we should have informed the customer to refuse delivery on the replacements and account refunded.  Our records indicate that the replacements were delivered on 7/10/2014 and not refused.

Since customer satisfaction remains our prority we are issuing a full refund to the customer since we stand behind our products.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

******* *******

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased ******** at a price of 69.85 for two 50 foot hoses on Sept 8, 2013. We put these hoses in storage until spring. Therefore, we are not eligible for the 90 day return policy. We used the hose one time and heard a very loud explosion that sounded like a gunshot. Hurt my ears! The hose exploded. We do not want to return for another hose that is bad quality and possibly harmful. We do not feel we should have to pay shipping back and forth on a product that we have now looked into and has a very bad reputation. This would be throwing more good money away. Because we have used just one time, we would appreciate a full refund. This company has no customer service.

Desired Settlement: We are asking for a refund of 69.85.

Business Response:

We spoke to customer, customer requested refund for defective/damaged product.  We have resolved this matter with the customer, per customers request we have refunded the customer's order.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Dap X hose Pro is a terrible product. It will blow up with first use. There is a 90 day warranty but minus their S & H plus your cost to return! very deceptive advertising!

Desired Settlement: Total refund including shipping costs.

Business Response:

Our records indicate that the following ordered the Xhose from our company. this customer returned the product to us, which was received on 6/2/2014.

Our records indicate that his ********** was refunding in full including the shipping and handling charges on 6/2/2014 for this returned merchandise.

Since he has been refunded for his returned order, we feel this matter has been resolved.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the 75foot hose in May/2013. It was back-ordered until the end of August so I only used it a couple of times. I put it in the garage for the winter and took it out about 2 weeks ago to begin using again. After about 2-3 times the hose now leaks. It leaks so much it cannot be used. I paid $89.95 for the hose (plus 1 came free, and now that one is beginning to leak also)because they claimed that the brass attachment did not leak. I don't mind paying extra money for a quality product, however in this case it is not quality. I could have paid $20.00 ea in a local store for the same quality. I contacted the company, which was not easy. I tried first by phone,but it keeps ringing and then disconnects. So I sent an email. They want me to send the hose back for a replacement, but I told them that I would like a refund because its not the hose they claim it is in their ad. They said they will issue me a credit if I send both of the hoses back, but they will not refund my shipping. The shipping alone will probably be about $40.00 so I will be spending all that money and still have no hose. I asked them to send me a prepaid shipping label, but they will not do that. I would not be sending the product back if it were quality, and if they stood behind their product they should send a prepaid shipping label. Why should I be out any money when their product is defective?

Desired Settlement: I would like a total refund, $89.95 and a prepaid shipping label to send the hoses back.The ad claims that it has a lifetime guarantee.Thank you

Business Response:

Our records indicate that the following customer ordered the Xhose from our company from our website.  Our website clearly states we have a 90 day moneyback guarantee and a Lifetime replacement warranty.  Our Lifetime replacement warranty clearly states the product needs to be returned in order to receive a replacement.  The customer has purchased this product in August 2013 and contacted us in May of 2014 for a refund/replacement.  Since the customer refuses to return the product and we do stand behind our product we are refunding the customer in full for the amount of his purchase. a refund will be processed immediately to his credit card.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased the XHose Pro on 4/13/14. They offered a 90 day money back and a lifetime replacement warranty. I returned the entire order on 4/29/14 via UPS due to the following: I was so disappointed with this product. I purchased this item based on your online website and spent the extra money since the ad states that it is the "original hose" and that it has the best features, especially the solid brass fittings. I received the hoses and couldn't wait to use them. The first one I hooked up and followed the directions only to find that the hose leaked at the faucet and also at the head...water poured out from both sites. The next day I connected the second hose to use on my deck and experienced the same leak from both places...not as prolific as the first hose, but it leaks at both ends. On 4/29/14 I returned the items with a copy of my receipt (included in the package) via UPS. The total came to $14.56. I had read the complaints on BBB and wanted to make sure I followed all the suggestions the company gave on how to receive a full refund on the products. My total expenditure for the hoses/nozzle attachment, including shipping and handling fees came to $61.75. I asked for a full refunded to include the shipping costs for original order ($61.75) and for the cost of my having to return these defective products ($14.56) giving me a grand total of $76.31. I did receive a refund from the company but only in the amount of $39.90 on 5/6/2014. I called today (5/20/2014) to inquire about the shortage and was told, I would not get my money back for the shipping charges on either end. The 90 day money back guarantee does not say less shipping charges.I strongly feel that a company should stand by their products and the consumer should not have to pay out of pocket when product is defective and have to go to so much trouble to get a refund. I am still owed a balance of $36.41 ($76.31 minus $39.90) and would like payment. Shipping Confirmation Order # *****************.

Desired Settlement: I feel it is only fair that I get back my shipping charges and would like the balance due in the amount of $36.41. ($76.31 minus $39.90) Thank you,

Business Response:

Our records indicates that the following customer did order the Xhose from our company and was refunded according to our 90 Day Moneyback guarantee less the shipping and handling.

In this instance our customer service representive should have refunded the customer for her shipping and handling charges since the customer stated that product was defective.

We are issuing a credit back to her account for the S&H charges and we will be issuing a refund check for the return S&H for the inconvience.

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Saw a great advertisement for the Dap XHose Pro. Ordered two 75 foot hoses for $91.85 which included shipping. What a disappointing product! Since I ordered at the end of the summer I only tried them once before putting them away in the garage during the winter. When I tried to use them this spring the first one I used broke after the first try. I contacted the company and they sent me a return form. I had to package this defective hose and ship it back to them along with a check for 10.95. The shipping cost me 12.35. I only did this because I thought maybe I had gotten a bad hose. Boy was I wrong! I tried the other hose once more and then it busted on me today! I really think their product is defective and their advertising is fraudulent. I am now out $115.15 and would like this company to be held responsible for returning my money.

Desired Settlement: Send me a refund of $115.15!!!!

Consumer Response:


 

I filed a complaint 6/1/2014 and was assigned ID ********. I asked the company to NOT cash the check that I sent and to NOT send me a replacement hose. They cashed my check. I will not accept any packages from this company. I did not know how to add this to my original complaint. I do not want any replacement hoses and would like a refund of $115.15.

 

Thanks,

*** ******

 

 

-

I just saw on my bank statement that you cashed the check for 10.95 that I asked you NOT to cash! I DO NOT want a replacement hose and requested a refund for my postage and purchase price. I will NOT accept any package from your company. You now owe me a total of $115.15. Your product is defective and your advertising is fraudulent.  You can send my REFUND to my address.

 

*** ******

 

 

Business Response:

Our records indicate that the following customer ordered from us in 2013 and recently returned his product for replacement under our lifetime warranty.

Since the customer has changed his mind before receiving a replacement and is requesting a refund for his returned merchandise, we are issuing a refund to his creditcar for his rned order.

Business Response:

We have refunded the customer for $91.85, we canceled his replacement and issued a refund for $10.95 and we have also sent a refund for the $12.35 return postage.

Since this has been done we consider this matter resolved.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

National Express stated that they had refunded $91.85 (for my original order), $10.95 (for my check that I asked them not to cash), and $12.35 (for my return postage for the defective hoses).  I received a credit to my credit card for $91.85 on 6-20-14. I received a check in the mail for $12.35 on 6-23-14. I have NOT received credit for the $10.95 for the check I asked them not to cash.

I will accept their  response to resolve this complaint as soon as I receive a credit for $10.95 as per their agreement.

Sincerely,

*** ******

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Date Sent: 6/23/2014 9:45:02 PM

 
Complaint: ********

I am rejecting this response because:

National Express stated that they had refunded $91.85 (for my original order), $10.95 (for my check that I asked them not to cash), and $12.35 (for my return postage for the defective hoses).  I received a credit to my credit card for $91.85 on 6-20-14. I received a check in the mail for $12.35 on 6-23-14. I have NOT received credit for the $10.95 for the check I asked them not to cash.

I will accept their  response to resolve this complaint as soon as I receive a credit for $10.95 as per their agreement.

Sincerely,

*** ******



Sincerely,

*** ******

6/23/2014 Problems with Product/Service | Complaint Details Unavailable
6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered three of their hoses, when I received them one has a leak, I removed a sheet of paper from the box they were shipped in. It is their Life Time Guarantee. Well, if I want to return it, I have to pay the S&H to return it plus pay the S&H for the replacement.Is this good business ???*** ******

Desired Settlement: Cost of the third fifty foot hose, & the S&H for it.

Business Response: Our records indicate that the customer has ordered 3 hoses and is having a problem with one of the hoses.  This product does have a 90 day warranty, we will contact customer via phone to resolve problem.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

******* ******

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order a 50' Xhose Pro with a BOGO free offer if you paid additional shipping charges which I did. My total Invoice was $69.85. Received on 9/17/13 first use was on 9/22/13 right out package of the one hose worked and the valve would not completely shut off so a major leaking issue. After several hours of phone calls to finally reach a human representative I was told to follow the directions on the warranty information that was included. I was upset "stating I would like a replacement and a prepaid label since it is brand new. I should not have to pay for shipping on a product that was defective. After asking via email for it to go to the corporate office, someone responded in a email that a replacement hose has been issued. Do not send back the defective hose. I spoke to ***** employee ID ****. Well at that point I thought okay it has been handled. Well the replacement hose that was sent was used twice and popped. So now I am back to the 2 originals. They were stored in a 5 gallon bucket inside over the winter. First use of this year another one popped. So again I am on the phone for hours trying to reach some one. Unfortunately I had a representative that was full of arrogance & stating policy. No REGARD to how you feel or how displeased you are with the product. I ask to speak to a supervisor and then he told I am one. At this point I have become angry and I told him he did his job poorly. He told me to pay shipping there and send a check to pay for shipping back to me. I told him he was CRAZY if he thought I would pay shipping charges to send and receive 2 broken hoses I would not pay anything else for their piece of **** (I did cuss and not use that word) I told him I would get with my credit card company. He said go ahead that won't work your over 90 days. Then I mentioned the BBB he said go ahead. I have also call DAP and haven't received a return call after leaving a voice mail with customer service & marketing. VERY POOR COMPANY & VERY POOR QUALITY CONTROL & VERY POOR PRODUCT.

Desired Settlement: I do have copies of my emails & my receipt of order. I believe the order or transaction number to my **** was *********************** on 08/15/2013 07:21:07amI would like a full refund & to have no further connection with this company or it's representatives. I have no working hoses. Went to Walmart & paid $19.88 for the competition green hose 50' & I have a green 25' hose for 3 years without any problems, bought the XhosePro for the length I needed.Thank you ***** *****

Business Response:

Our records indicate that the customer ordered the product from us in September 2013 and we issued a replacement in October 2013.  Our policy states we have a 90 day money back guarantee and a Lifetime replacement warranty and the product needs to be returned.  Since the customer has already received a replacement without having to return the product as a courtesy to the customer, the customer was informed both last year and again this year that she would have to return the product for a refund.  Per notes in the customer's order the customer became personally insulting and using inappropriate language to our representatives when contacting our customer service.  Our policy has clearly been explained to the customer.

Since we stand behind our product, we are refunding the following customer in full for her order, which will be refunded back to her credit card.

Consumer Response:  
Better Business Bureau:

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

That credit card is having a change of service provider which will also change to a new card number close of business on 06/22/2014.  So this credit needs to be processed by 06/21/2014.  If you need documentation of this change from my Credit Union please let me know.  I will not get my new card number until 06/23/2014.


Sincerely,

***** *****

5/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 for 1 Xhose Pro Expandable hoses. The XhosePro.com website advertisement claims these hoses are made of even stronger material. I purchased the hoses based on the closeup photo that shows the outer material of the hose is made of a nylon webbing material, but the outer material on actual hose is just regular heavy duty nylon. As far as being stronger material,I believe this claim is false. I opened the 1st hose and right out of the bag I hooked up the hose,turned on the water and there were 3 pin hole size geyser streams shooting out from about an inch away from the fitting. 4 days later I opened the 2nd hose and right out of the bag I hooked up the hose,turned on the water and after the hose expanded the inner rubber hose broke in two. The outer hose is no way made of the same material as pictured on the Xhosepro.com website nor does its quality of materials seem any better,except for the brass fittings,than any other expandable hose on the market. After the 90 day money back guarantee is over, from my experience, 2 out of 2 defective hoses, having to pay $9.95 S&H for each replacement hose it wouldn't take long for replacement costs to exceed the original cost.

Desired Settlement: I want them to pay for return shipping on the 2 hoses and refund my original $69.85. $49.95 hose cost + $19.90 shipping for both hoses on this hose purchase from hell.

Business Response:

Our 800 number is on every customer's credit card statement as well as the customer can contact us via our website.  Our records indicate that this customer has contacted us on 4/21 and again on 4/24 regarding his purchase.  Mr. **** requested replacements from our company which are being sent to him.

Consumer Response:  
Complaint: ********

5/2/2014 
 
   I am rejecting this response because: First of all, my last name is not Mr. ****, it is Mr. *********. I believe the hose is misrepresented on the XhosePro.com website by the caption under the first photo showing the cut away section of the hose and stating the outside the hose covering is made from " webbing material." The middle photo clearly shows the outer covering is a webbing material. Any body can see that by noticing  all the small ridges of each individual strand of material, not to be confused with the larger folds of the material itself. The actual hose covering is made of regular smooth heavy duty nylon material 
    I also contacted customer service on 4/25/2014 requesting to speak to someone about the hose details on the website. what I perceive to be a misrepresentation and misleading. The operator took my name, contact information and sent it to another department, telling me someone would contact me. As of this morning (5/2/14) no one has contacted me.
   I contacted customer service again this morning to try to get this worked out without a drawn out process. I  spoke to are very nice operator (#350) who spoke to her supervisor about a resolution. I was told they would immediately refund the $19.90  shipping cost to my card. refuse the delivery of the replacements and then would refund the $ 49.95 hose cost after receiving the hoses back.
   I might have accepted this response if I thought the product description was accurate and if someone would have contacted me like I was told they would. When a company tells me they will contact be back I expect them to do so.  THIS COMPLAINT WILL NOT RESOLVED UNTIL NATIONAL EXPRESS FOLLOWS THROUGH  ON THE AGREED UPON RESOLUTION THAT IS STATED ABOVE .
 
Sincerely,

***** *********

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for an X-Hose with a buy one get one free option. I don't recall the day I placed the order, however, my credit card was charged $57.85 on 8/6/2013 and I received the order on August 10, 2013. When the order arrived, one of the X-hoses was broken upon arrival. The black, plastic connector that screwed on to the spigot was cracked and leaked so badly that the hose could not be used. I didn't do anything at that point because I figured it was free anyway. (Not really because I had to pay and additional shipping and handling fee, but still I didn't do anything about it.) A little over a month later the X-Hose that we were using burst open while we were using it. I was angry so I packaged them both up and returned them according to the directions on the "90-Day Money Back Guarantee" document that came with the order. Here were the directions:1. Return the product using insured parcel post or UPS to the above address2. Do not send C.O.D. It will not be accepted3. Please keep a record of your return shipment. If you paid by check or money order, a refund check will be sent immediately; if you charged our order, a credit will appear on our billing statement. Refunds and/or credits will exclude shipping and handling.4. Complete the form below and include it with the merchandise you are returning.I did everything as the instructions said. I asked for 2 replacement hoses. I have not received a refund nor did I receive replacement X-Hoses. I have looked everywhere possible to try to find a customer service number to contact them but it is nowhere to be found. I tried the WebSite, I tried calling back the number where I placed the order. I looked at all the documentation that came with the order. A number is nowhere.

Desired Settlement: At this point I am so disgusted with such a poor company like this I do not want to use their product at all. I would prefer a refund. I don't expect anything but certainly wanted (minimally) to file a complaint against them. Thank you for any help you can provide.

Business Response: Our 800 number is on the customers credit card statement and also they contact us via our website.  We have contacted Ms. **** regarding her order. She stated she returned her order to us but did not have that information when we contacted her. We informed her that we did not have a record of the returned merchandise that is why she did not receive a replacement or refund. Ms. **** requested a replacement which we are sending to her per her request and she now has our number so she can contact us if she needs to. We have resolved this issue with this customer.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought the XHose product in December 29, 2013 $69.95 by calling the 800 number as advertised on television and received the product in the mail, but there were no order number. The product broke immediately and when I tried to call and send them an e-mail regarding the product, they responded on January 20, 2014 via e-mail by saying that they could not find my order number and I responded back on January 27th, 2014 and February 4, 2014 and they have not have not responded since.I want my money refunded, but cannot contact them and they do not respond. Their e-mail address is ********************************

Desired Settlement: I want a complete refund of my $69.95 money that I paid to them.

Business Response:

We have reached out to Mr. *****.  We are unsure as to why he could not get in contact with us, since our information is on our website and our 800 number is on his credit card statement. Mr. ***** purchased this product from us in January and was trying to get information on getting a refund for this product.  We have issued a refund for this product and resolved the issue with Mr. *****.

5/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Xhose Pro hoses in 8/13. 1 of them has gone bad and they replaced that one free of charge. Well the one they sent me has also exploded and when I called them they say that the warranty date on the hose they replaced goes all the way back to my original purchase date, not the replacement date of the affected hose. So because they view the new replacement hose purchase date as being back in 8/13, instead of the date they sent it to me as a replacement, they say it is past the 90 day window, requiring me to pay a charge of $9.95. Which I suppose probably covers the actual cost to them of the hose. NOT FAIR!

Desired Settlement: I would expect them to replace the hose for free.

Business Response:

Customer place and order in August 2013. Our policy is a 90 day moneyback/replacement guarantee and a lifetime replacement warranty. The replacement warranty the customer must return the hose and the customer will be sent a new hose free of charge and just have to pay the shipping & handling charge.  The customer contacted is in January 2014 for a replacement, it was past the 90 day guarantee but we sent a free replacement and did not ask the customer to return the product or pay the S&H charge, this was shipped on Janauary 9th. Also at that time the customer was informed that if he needed a replacement in the future he would have to follow the warranty instructions.  The customer is requesting another replacement which is past the original order 90 days and the replacement 90 days without returning the product.

Since customer satisfaction remains our priority we will be sending a second free replacement at no charge to the customer.  Any future replacements the customer must follow our warranty instructions for replacement or we cannot send a replacement.  Please allow 2 to 10 days for delivery of this replacement.

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my first DAP X Hose a few years ago. It was a great product until the hose burst, which was after the 90 day warranty period. I purchased another one because I liked it so much and hoped that the first one was just defective. Well that one burst also. Then I discovered that there was an X Hose Pro that was made of a stronger material ("professional quality" as stated in their ad). They were offering buy one, get one free so I purchased first the 25 ft hose and then later the 50 ft hose. I paid S&H fees for each hose. The first 25 ft hose eventually burst. Then after a few months of use the 50 ft hose burst. When I tried the second 50 ft hose it burst immediately. At this point, out of 6 hoses, I have one that still works which is the 25ft hose. The X Hose Pro has a Lifetime Warranty however they don't pay for return shipping and charge $8.95/each S&H for the 25ft hose and $9.95 S&H/each for the 50 ft hose. So if I wanted to get replacements it would cost $28.85 + the return shipping cost of $14.28. That seems like an exorbitant amount of money to pay for defective products. I emailed the company and all I received was a copy of the guarantee and the fees for return. As much as I like the hoses, or the concept of the hose, it would be ridiculous for me to get replacements as they will likely not last again.

Desired Settlement: Full refund of $117.70 for 2 -25ft hoses (2for1) plus S&H for 2 hoses and 2-50ft hoses (2for1) plus S&H for 2 hoses. I also think there should be some investigation into this company that sells inferior products. I think my experience is not an isolated case and consumers should be warned about purchasing these products.

Business Response:

We have no record of this customer purchasing the Xhose Blue hoses from our company.

Our records indicate that the following customer ordered two 25 foot Xhose pro (black) from our company in June 2013 and placed another order in August 2013 for two 50 foot Xhose pro (black) from our company.  We did not receive any returned merchandise from this customer.  This customer did not contact us regarding her purchase until April 1, 2014 that she was having problems with our product.  Since it was past the 90 day moneyback guarantee we informed her that we did have a lifetime warranty on the hoses, which she could return any damaged hoses to us along with the warrany form and just pay the shipping and handling charge per our warranty.  We gave the customer the information as per our warranty and refund policy. It appears the customer is not happy with our policy.  These hoses are are not made of rubber and can be damaged by rubbing against cement or not stored correctly over time.

Since the customer states both 50 foot hoses are not working, we are refunding her in full for this purchase in the amount of $69.85.  Since the customer purchased the Xhose 25 foot back in June last year, she purchased one for the full price plus shipping and handling and the second one for free plus shipping and handling, we will be refunding her account for the $8.95 shipping and handling fee for this second hose, since she states she has one working hose.

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two of the black X Hose Pros,so I could get all the way around my house when I pressure wash every spring.The first time I ever used it was to wash my truck.I hooked up just one of the hoses because my concrete driveway is close to the water outlet by the house.about 15 minutes into washing my truck I herd this loud pop.I look down to see this blue baloon looking thing swelling out from where the black cover blew,that lasted about 2 seconds then the baloon burst and I was wetter than the truck.I disconnected the hose,got the second one out of the plastic bag and hooked it up and within 10 minutes I herd another pop and there was water spraying out of the split in the second hose.I had almost got rid of my old hose when I got the new X-Hose,I sure am glad I didnt cause Ihad to break it out just to finish washing my truck.Like I said,this was on smooth concrete.When I called the company they said they would replace the blown hoses but I would have to pay almost 10 dollors per hose for S/H.I wouldnt pay 10 dollors for a bucket of hoses that last about 15 minutes per use before they burst.I think they have a heck of a racket going.You buy the hoses then pay them more than the hose is worth for S/H. I just want my money back,and I will stick to the old rubber,roll up hoses.It would be great if it was as good as they advertise it to be,but two brand new hoses and all I got was soaking wet and half atruck washed.

Desired Settlement: Give me my money back!!

Business Response:

Our records indicate that this customer ordered from our company and his order was shipped on 10/3/2013. We have a 90 day moneyback / replacement guarantee as well as a lifetime replacement warranty which the customer must return the product and pay the S&H fee for a free replacement. The customer contacted us on April 7, 2014 at which time we advised him that he could following the warranty instructions for a replacement. As of date we have not received any returned merchandise from the customer for a refund nor replacement.

Since customer satisfaction remains our priority we will refunding the customer for his order for his broken product.

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS HOSE WAS PURCHASED IN SEPTEMBER OF 2013 - WHICH MEANS IT WAS HARDLY USED AND COST $91.85 FOR 2 HOSES.THIS YEAR I GOT THEM OUT TO USE THEM AND THEY BROKE AT THE NOZZLE.THIS IS SUPPOSE TO BE AN EXTRA DURABLE HOSE.IT IS NOT AND THERE IS NO PHONE NUMBER TO CALL TO COMPLAIN.THANKS******* ******

Desired Settlement: REPL***MENT OR REFUND IF THE HOSES ARE KNOWN TO DO THIS.

Business Response: This customer did not purchase this product from our company.  This customer purchased this product from *** Hardware, his purchase should have been returned to *** Hardware for a repl***ment or refund since this is where he purchased it from.  We have reached out to the customer and resolved the issue.

Consumer Response:

 
Better Business Bureau:

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

And it was not purchased at *** Hardware.  My daughter, ****** ******, ordered it off their website.  She received two of them and paid $91.00.

Anyway, thank you for your help... and thank you for sending the new hose.

Sincerely,

Gerald Syberg

5/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a ******** cloud pillow form an advertisement featuring two pillows for the price of $19.99 and a pillow case thrown in. I ordered and ordered an additional pillow and included the tax and sent in the check. The check was cashed in December but as of date I have received no pillows, pillowcases, or my check returned. I go online to find out what happened and I was not given a number to track my order. I found a website with others who had a similar experience and a gentleman posted another number that is to get the consumer directly to the manufacturer but the number (###-###-####-Florida number) does not work. May I please request assistance first and secondly that the rating be changed to an F rating. I trusted this company because of the A+ rating you gave them and I find that I am not the only person that did so based on your rating.

Desired Settlement: I would appreciate my order or my full refund please and an apology for negligence.

Business Response:

We spoke to the customer. The customer ordered by check and the customer's old address was on the check. The product was shipped to the old address and returned to us as undeliverable. A refund was sent but because the address was incorrect that would be returned as well.  Spoke to customer and re-shipping order to current address per customers request.

 

Consumer Response:

Good morning Ms. ******

I have not received my product as yet. I know the case is closed at this point But I would like to see if I could reopen it and receive a full refund. This company has not been honorable even if they do have an A rating from your company. I've waited at least a month for the product and still have not received it. I ordered this last year in December and I feel that I have been more than patient. I appreciate your time. Sincerely

******* *******

Business Response:

We re-shipped the order to the customer. Unfortunately, we did not put in new address so order was re-shipped to old address.  We have reshipped order today to new address of **** ********* ** ******* ** *****.

This was sent 3 day delivery to arrive friday. UPS tracking number: *******************

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me if indeed this is true.  What day was the shipment made please?  When should I expect the delivery?

Sincerely,

******* *******

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two 75' Xhoses from this company. Product does not work. Price was $69.95 plus $21.90 shipping. Wish I would have seen all the complaints on your site, never would have done business with this dishonest company. Hose # 1 blew up, I contacted National Express and they replaced it with a 50' hose. (I paid for 75' hose). When hose # 2 blew up I contacted them again.Unbelievable how they handle these real complaints. I told them about the 50' replacement they sent, expecting they to want to correct their mistake, not! They offered no correction on the 50'. They want me to pay to ship back their defective hose # 2. I already paid $21.90 in shipping. I paid for them to ship a quality product, not one where I will have an ongoing expense returning their products. I now laugh at the BBB rating of A+. So BBB I expect you to make them earn their A+ rating. I no longer have any confidence in this company. I demand a complete refund of $91.85.

Desired Settlement: BBB claims to represent consumers, take a look at the BBB in Los Angeles, it was closed down by govt for corruption. I am going to see if this BBB is going to act in the interest of the consumer and their own charter. BBB, there is no way you can give this customer a A+ rating.

Business Response:

This customer placed an order with us in July 2013. We have a 90 day moneyback guarantee/replacement policy as well as Lifetime replacement policy where customer can return product for a replacement and they would just have to pay the S&H fee for the replacement.  Customer contacted us in October which a replacement was sent at no charge and did not have to return product. Customer contacted us in December for replacement and was informed that he would have to return product along with warranty since it was past the 90 day moneyback/replacement period. Customer was not happy with policy and requested refund. Customer has informed he would have to return product in order to receive a refund. Customer contacted us again in February regarding order and was again informed of the policy and was told again that he would have to return the product according to our warranty policy. Customer was yelling and irate and hung up on customer service. As of date we still have not received merchandise for a replacement or refund.

Consumer Response:

 

I appreciate getting my investment back, however they did not return my

 shipping.  I did not agree to pay shipping charges for merchandise that does

not work.  I am asking you to fight for the return of the expensive shipping charges.

Business Response:

Customer is correct, we should have refunded the $21.90 S&H charges, which we have refunded today, please allow 1 to 3 days to go from our bank to your bank.

Thank you.

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Xhose pro sold me (from TV) their magic hoses guaranteed to make my life easier. The hose leaked and split apart the very first time I put water into the hose right at the "special, guaranteed gold fittings" The product quality is terrible and there is NO WAY to get ahold of this company to try to use their 90-Day Money Back Guarantee. I spent $69.85 on their 50' hose - talk about false advertising. I've been trying since the day after I bought it (Dec. 30, 2013) to get hold of someone - besides a recording - to get my money back. My 90 day guarantee expires the end of March 2014 and I'm at my wits end!!This is my receipt and order details:Order DetailsOrder # ************************Placed on 12/30/2013 11:43:41 amProduct IDDescriptionQtyHandlingPriceTotalXHOSE50PROBG50' Expandable XHOSE Pro - ***** ************** Order Subtotal: 49.95Shipping: 19.90Handling: 0.00Tax: 0.00Order Total: 69.85

Desired Settlement: I want them to honor their full money back guarantee and I want it before they conveniently hide and avoid me until the 90-day period expires. They should be ashamed of how they operate and how they are almost impossible to reach to even find out how to get a refund. I work very hard for my money and almost $70 for something that didn't even work for 1 minute, that's a shame. I paid by my ******** ****** card and I want a full refund. That's how I would like this resolved - FULL REFUND PLEASE

Business Response:

Our records indicate that Ms. ******* order was shipped in January, which she ordered online.   Our records indicate that Ms. ******* has not contacted us regarding returning her shipment as she indicated.  She states she cannot get a hold of us but she can contact us via the website or our 800 number on her credit card statement.  Also our products have a 90 moneyback guarantee that comes with the product which has the instructions. Also the package has the return address on it for customers to return the product.  We reached out to Ms ******* today who states she was unclear on how to contact us an return the product for a refund.  Per her request we are refunding her for this order.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Original order ************************************** *** Expandable XHOSE Pro-BOGO. I contacted Customer Service 11/18/13 to initiate return of two xhoses and spray nozzle totaling 105.75, plus return shipping cost of 19.55. I have used three of these hoses now (after receiving replacement hoses from National Express) which have all exploded during use. I did receive a credit on my American Express for 91.90 but am still out the shipping/handling for original shipment (13.85) and return shipment (19.55) totaling $33.40. I have been in contact with the Corp office (have also emailed copies of my receipts at their request) and been told by Melanie that she will be in contact with her supv and call me back. My phone calls have not been returned nor have I rec'd the appropriate credit.

Desired Settlement: I would like to be refunded for shipping costs for original order and for the cost of my having to return these defective products totaling $33.40. I feel that a company should stand by their products and the consumer should not have to pay out of pocket when product is defective.

Business Response:

The following customer contacted us regarding her order which was returned and refunded less the shipping and handling fees. Customer did contact us and informed us she will be sending returned receipt and proof of return for additional S&H refund.  We have investigated this matter and we did not receive the receipt, which we were waiting for, since the email went to the spam file.  We have located Mr. ****** receipt and will be processing a refund for the S&H as well as a refund check for the return S&H per his receipt.  We apologize for the inconvenience.

Business Response:

The following customer contacted us regarding her order which was returned and refunded less the shipping and handling fees. Customer did contact us and informed us she will be sending returned receipt and proof of return for additional S&H refund.  We have investigated this matter and we did not receive the receipt, which we were waiting for, since the email went to the spam file.  We have located Mr. ****** receipt and will be processing a refund for the S&H as well as a refund check for the return S&H per his receipt.  We apologize for the inconvenience.

Consumer Response:  
Better Business Bureau:

Thank you very much!! I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

Consumer Response:  
Better Business Bureau:

Thank you very much!! I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

2/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the advertisement says buy one get another for just s&h so I did what they sent me was one new xhosepro with brass fittings and one original xhose with plastic fittings. they advertise the xhosepro is new and improved so I called them and asked that they send me a new exhosepro and a return envelope so I could send the xhose back. they said no, that this is what I ordered. I say this is bait bait and switch. Product_Or_Service: 12-24-2013 Order_Number: ********************

Desired Settlement: DesiredSettlementID: Replacement send me a xhosepro and a return envelope and I will send the xhose back.

Consumer Response:

thank you for all the help,  they called 2 days ago and said they would send me the right hose and I could keep the wrong one, I was going to wait until I got them but your e-mail said let you know as soon as there is a resolution.. it could not have concluded any better.  thanks again    ***** **

1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a christmas gift 12/9 and was assured by the customer service rep on the phone it would be there for christmas. Now, on 12/20 they claim to have never made that representation and further refuse to cancel the order despite the fact it has not shipped so I have to to a credit card cancelation. Horrible company who clearly lied on purpose to get my holiday business.

Desired Settlement: I deserve a full refund including the shipping and and their BBB rating should be lowered to warn future customers.

Business Response:

Our records indicate that the following customer placed an order from our website.  Our website does not guarantee Christmas Delivery.  The customer did call and check on the status of the order on 12/12/2012 at which the order had not been shipped.  I cannot verify that what infromation the customer service representative gave the customer.  The customer checked the status of their order again on 12/20/2013 and was told that the order had already been processed/shipped but we could not guarantee delivery since we cannot guarantee that the USPS will deliver intime. Since the order had already been/processed and shipped we cannot cancel/stop the order.

This product is shipped from Reno, NV, which should only take a day or two delivery to California. This product was shipped on 12/20/2013 and should arrive in time. But unfortunately, we cannot guarantee it if the USPS does not deliver this package in time. We have no control on the delivery time for what the USPS delivers.  We have tracked the package and the USPS is not giving us an estimated delivery date at this time because of the holidays.  We have shipped this package in time to be delivered. But if the US Postal Service does not delivery until after the 25th we cannot control this so we cannot guarantee this.  Since the product has shipped we cannot cancel the order.  We let the customer know that if the package does not arrive in time they can refuse delivery on the package for a full refund.  The package may arrive ontime but we cannot confirm this until it is delivered.

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2-75ft dapp x-hoses for my husband. Just a short time later the hose blow up. His hand was cut and had swelled up. With many attempts to try to talk to someone, telling them what just happened to his hand. Everyone passed me to someone else. I did talk to a ******* *******, she just said to send pictures. I did send a few pictures, no response until I sent many emails. I was told it was being reviewed. I also sent her a web page to go to about many other people with the same problems. (abfibs.com)

Desired Settlement: We want a refund and shipping cost returned. I do feel there should be some settlement for pain and suffering due to the negligence, and dapp is aware of exploding hoses that could cause permanent injuries.

Business Response:

We have been in contact with the following customer, we have not received additional information from this customer regarding return shipping costs and additional costs.

We are refunding the customer for the full amount billed for $89.85 and will reach out to the customer for additional refund request.

 

Consumer Response:

 
Complaint: *******

I am rejecting this response because: We feel they only want to pay back for the hoses, what about the pain my husband went thru with his hand. We sent pictures showing what the hoses did and can do. Why is there not a discloser stating what can happen with the hoses?

We would like our money back for the hoses and I feel they should pay something for his pain on his hand. The hose does not hold up like they state on TV. More people will be at risk.

Sincerely,

****** *********

12/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered the buy one get one free 75foot hose and 25 foot hose with a nosel and hook. We received only one of each hose and there is no information to be found on how to contact this company. There was no invoice or packing slip. I am afraid to return to sender that we might not get our money back to the sum of 103 dollars and some change. We have not been able to test the product due to freezing conditions in our country.Frustrated and ticked off. Please advise on what we should do.

Desired Settlement: We would like a refund since we did not receive all the products that were ordered.

Business Response:

Our records indicate that we received the customer's order and it was shipped on 12-2-2013.  The customer can contact our customer service department at ************ ext * regarding the items ordered or they can refused delivery on the order and have the product returned to us for a refund, once received back.  This order has a 90 day moneyback guarantee.

Thank you.

12/24/2013 Problems with Product/Service | Complaint Details Unavailable
12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sometime the middle of October I ordered 2 pie pockets products from this company. The order never went through on my credit card so I discovered I could purchase them at a store close by my home which I did and paid $47.00 for the 2. Then the end of October the order for the 2 pie pockets from this company came through on my credit card. I received thepackage and returned it immediately unopened on Wednesday Nov 21, 2013.The company is refusing to refund me the $69.70 they took from my credit card

Desired Settlement: I want a full refund immediately

Business Response:

Our records indicate that *** ******* placed an order with us on 11-6-2013, which was shipped and billed on 11-12-13. Customer sent and email to us on 11-19-2013 to cancel her order. Since her order had already been shipped we could not cancel the order in which we indicated this in an email to the customer and informed the customer to refuse delivery on the order and as soon as the product is received back we would refund her for the order. The customer has not happy with the response and contacted us via phone with vulgar and inappropriate language, which we again told her to refuse delivery on the order. Customer contacted us again on 12-11-27-2013 to check the status of her return. *** ******* was not happy that the return had been received back at our office and again used vulgar and inappropriate language with our cusotmer service department. On 12-5-2013 the merchandise was received back by the US Postal service and her credit card was refunded for the full amount charged.  Since this merchandise has been received back and her account credited in full I beleive that this matter is resolved.

Consumer Response:  
Complaint: *******

I am rejecting this response because:

Sincerely,

******* *******

12/11/2013 Delivery Issues | Complaint Details Unavailable
11/25/2013 Problems with Product/Service | Complaint Details Unavailable
11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the XHOSE PRO from the National Express Informerical. The first two xhose broke within 2 weeks. I call the 800 number, for xhose or their phone bank, and they sent me a replacement. The repairment brust the first time I used it. Now in order to send the defective xhoses back I am instructed to pay $8.95 per hose, plus the postage back to the company. I feel this is fraud, due to the fact that the XHOSE PRO corportion sends out defective products and than required payment back in order to return their defective product. I am requesting full refund.

Desired Settlement: Full refund

Business Response: We offer a 90 day moneyback/replacement warranty and a lifetime replacement warranty. This customer contacted us and we sent a replacement at no charge. If the replacement is defective then the customer is entitled to a free replacement.  We do not charge for a defective product.  The $8.95 fee would be the lifetime warranty if the product is broken after the 90 day warranty, this does not apply if they recently receive a replacement and it is defective/breaks.  Per the customer's request, we are refunding the following customer for his order for the amount he was billed of $45.85.

11/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an xhose and within 2 weeks it burst. I paid $91.85 ($69.95 for 2 hoses + $21.90 S&H) and sent back the defective hoses for a refund at an additional cost of $10.23. I was refunded only for the cost of the hoses ($69.95). Since the hoses were defective, any reputable dealer would have refunded me for my entire expense. I think it stinks that these people only refunded the cost of the hoses.

Desired Settlement: In addition to the cost of the hoses, I believe I should be refunded for all my expenses (an additional $32.13 since the hoses were defective.

Business Response:

We offer a 90 day moneyback guarantee on all orders less the shipping and handling charges.  If the product is defective or refused we refund the S&H charges for the product. On some returns the product is returned with no additional information except the customer's name and address.  I have no record of the customer contacting us regarding her refund for the S&H charges due to the product being defective.  Since the customer stated her product was defective we have refunded her credit card for the S&H charges to her credit card account on 10/24/2013. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is somewhat satisfactory to me.  While the business did refund the shipping and handling cost for sending the product to me, they didn't refund the shipping cost ($10.23) for sending the product back to them. 

Sincerely,

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered one 50 ft hose and second one free. After a long wait I received two 25ft hoses. I contacted" the main number not the 1800 number" and the lady was very rude. They can not handle the load of orders they have. Then I called the 800 number and was told thats what I ordered, I told them no I ordered the 50ft hose. They argued and the issue was not resolved! they apparently charged me for the 25ft hose. I would never purchase from this company again! after waiting over a month and I get the wrong item! and told Oh well thats what you ordered! I want the 50ft hose I ordered not the 25ft!!

Desired Settlement: I want the two 50ft hoses I ordered in a reasonable time!

Business Response: Our records show that we received an order for the Xhose 25 foot and the customer was only billed for the 25 foot.  The customer has been billed and shipped for the items he ordered. Customer was informed and that he can return the the item and reorder the correct size that he wishes to receive.  We have left a message for the customer to contact us to resolve the issue.

Consumer Response:  
Complaint:

I am rejecting this response because: I should not have to wait another month to receive something I ordered the first time! or pay for shipping three times? 

Because you can't seem to process orders properly! I did not order the 25ft hose I ordered the 50ft hose! 
I did not apply charges to my credit card you "XHOSE" did there for it is your responsibility to know the amount for the proper item I ordered which was the"50ft hose buy one get one free" if you charged me a different amount that is on you not me!

Sincerely,


Business Response: We have left a message on 10-18-13 for the customer to contact **** ******* to resolve this matter.

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a garden hose (xhose) at a premium cost direct from the National Express Online website. Under normal use, the hose broke in less than one year. It cannot be repaired. I contracted the company and was informed that the hose comes with only a 90 day warrantee. This warrantee is not listed on their website, and was not disclosed to me when I purchased the item. My credit card record states that I was charged for the item on 10/12/13, although it was several weeks before I received it.

Desired Settlement: I would like the hose to be replaced with a similar or better model. I also think that the limited warrantee details should be clearly disclosed on their website before placing an order.

Business Response: The customer was billed and shipped for his order in Oct 2012 (not 2013).  Our records show that he did order from our website, which our commerical on our website clearly states 90 day moneyback guarantee.  We do not offer a lifetime guarantee on this product and we do not state that we have a lifetime guarantee with this product.  Also we send a 90 day moneyback guarantee with all our products, which the customer would have received upon receipt of his order.  The customer has contacted us a year later for a replacement and was informed of our refund/replacement policy.  We have tried to contact the customer to resolve this issue but the phone number listed a answering machine states and number for "****".  We have also sent an email to this customer if he wishes to return the product we will send him a replacement of this product.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After ordering an x-hose mid July, billed late August, and no hose as of mid September, I cancelled my order out of sheer ridiculousness. When contacting National Express in mid September as to the status of my order, I was told the hose would ship in 2 weeks. I canceled my order only to find that the refunded amount was 2/3 the amount I had paid. When contacting their customer service as to find out why, I was referred to a handling and processing fee. When asking if they could refund the credit or have me file a fraudulent charge with my cc company, they agreed to refund the remaining 1/3 of the total original charge (TBD as this did not yet occur). This business is downright shady at best.

Desired Settlement: Full refund.

Business Response:

Our records indicate that the customer place his order and his order was shipped to him. Customer contacted us stating that the package was damaged and we issued a replacement.Customer contacted us again on the status of the replacement and was not happy that replacement had not been shipped yet and customer requested order to be refunded. Our records indicate that we did refund the customer per his request for $29.95 on 9-23-13. Customer contacted us on 9-25 stating the S&H were not refunded. On 9-25-13 the S&H charges were refunded in the amount of $17.90.  This customer has been refunded in full for his order.

10/28/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Company continues to advertise product it does not have or has no intent to deliver as promised. Company continues to intentionally lie to those already that have placed orders. Company distorts and misrepresents availability, shipping time, availability and all costs associated with same.Claims on many advertising are misleading, fraudulent, and have prior intent for failure to deliver the product at the advertised cost, at the promised delivery frame, and at the advertised cost.Company refused to commit to a defined delivery time. Delivery time on every inquiry is pushed back by several weeks, even though their continued and persistent ads promise 1-3 week processing and 4 week delivery.These people should be held accountable for their lies.May I have the money to put these crooks out of business. Product_Or_Service: Hose XP Pro Order_Number: They won't give me o

Desired Settlement: DesiredSettlementID: Other (requires explanation) Quit lying to me, ship the product as advertised. Stop lying to the public advertising for a product you do not have, or have no intention of having available. Put these people out of business. They are liars.

Business Response: Our advertisements state 2 to 6 weeks for delivery, our records indicate that Mr. ****** has ordered this product in July and his order has been shipped on 8/26/13, which was within this time period. Mr. ****** has contacted our office a few times for the status of his order and was given correct information, which he was not happy with, he was not lied to, he was informed it has not been shipped yet. If you check our customer status website our website gives you an approximate shipdate from the date you check your order. Mr. ****** has sent an email to us last week in which we tried to contact him and he did not reply to our phone calls. His order has been shipped and was delivered on 8/28/13.

Consumer Response: (The consumer indicated he/she DID NOT ACCEPT the response from the business.)
Company shipped faulty merchandise and resuses to replace defective material, even though I was perfectly willing to pay for the hoses.
My complaint was always the deceptive delivery time, not the cost of the hoses. I respect they sent them no charge, but if they don't work and I have no recource for replacement, what's the point? I was perfectly willing to pay for the product, did not want them for free. I simply wanted them delivered at the advertised price and the advertised delivery time. They continue to advertise product they cannot deliver and I still maintain they ship an inferior product and falsely promise their delivery time only stating "it's backordered"

Business Response:

Our records indicated that the customer ordered our Xhose product was not happy with the 2 to 6 weeks delivery time which is advertised.  We are shipping within our advertised timeframe.

Our records indicate that his orignal order has been canceled and we shipped him two hoses on at no charge on 8/26/2013.  Customer states that he has faulty product and I do not show a record of him contacting us regarding this matter.  Our products are shipped within the advertised timeframe.  We are unsure of what this customer is looking for by his additional commments. We have reached out to the cusotmer and left them a message to contact us to resolve this issue.

Consumer Response:

 
Complaint: *******

I am rejecting this response because: I had called the contact number after receiving the hoses. I told the women that told me that she packed the hoses and sent them to me no charge. I told her both hoses "blew up" after following the instructions explicitly. She refused to replace them telling me that I had gotten them at no charge and therefore would not be replaced. I told her these hoses exploded like a firecracker and she told me there was nothing I could do. I will reply to voice mail left today on my cell and contact them again. This product  is faulty and dangerous and their customer service is arrogant. The fact that I had not contacted them is incorrect and the women that sent the hoses directly to us knows that I contacted them. As I appreciate they sent them no charge because they were weeks late in delivery, the fact that they swelled up bladder like and then exploded concerns me beyond their cost.

**** left a message today 10/18 and I called too late and left a voice mail. I will call agin on Monday 10/21/2013.


Sincerely,

John ******

Business Response:

We spoke to the customer on 10-21-2013 and resolved the issue.

 
 
 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** ******

10/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I should have had my product early to mid August.I have emailed 'customerservice@nationalexpresstv.com' and I have called ************ and ************. The first number is nothing but a survey that refers you to other companies such as insurance. The second number is a recording saying to call the first number.The order dated 15 July says to allow 4-6 weeks. I have emailed and it is deleted marked not read. I use ******* with delivery confirmation and read receipt turned on.I am trying to find out where my order is that was placed 15 July 2013. The product is the XHOSE PRO. On the email receipt it says "Thank you for your order. If you have questions regarding your order or would like to find its status, please visit www.**************.com or call ************* Please allow up to 24 hours for your order to be entered into our system."__________________________________________________Order SummaryConfirmation #: ************************ Order #: *****************Order Date: 07/15/13 Payment information* **** **** **** **** ****Sold to Address******** ********* ** ********* *************** KS *****Item #Item DescriptionQTYPriceP & HStatusNotes90MBG 90 DAY MONEY BACK GUARANTEE 1 $0.00 0.00 In ProcessPlease allow 2 to 3 weeks for delivery.XHOSE25PROBG XHOSE PRO 25 FT+BONUS 25 FT 1 $29.95 15.90 In ProcessPlease allow 2 to 3 weeks for delivery.Product Total: $29.95Tax: $0.00P & H: $15.90Total: $45.85 Product_Or_Service: 2 - DAP XHOSE Pro Order_Number: *****************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the products as ordered. They company needs to provide a real phone number with a person that you can actually talk to. It is completely automated and when the selection you desire "live person" not a recording. The website advertise the product as "$29.95 plus $8.95 s/h - For every one 25' XHOSE Pro you order, you will receive two!" Does not contain a phone number. The confirmation email provides a link to check the order status.I should have had my order two week ago.

Business Response: Our advertisement states orders are shipped within 2 to 6 weeks. Our records indicate that we received Mr. ******* order on 8/15/13 and his order was shipped on 8/30/13 which is the 2 to 6 weeks. We have also mailed him a backorder notice letting him know of the delay in his order. He has also checked our customer status website which gives an update on your order from the date you check your order online. Our ************ and ************ both have live operators at both phone numbers if you contact us monday through friday between 9:00am and 5:00pm EST, if you contact us after hours you will get a recording which Mr. ****** received. Our records indicate that Mr. ****** has been checking the status of his order online, as well as us sending him a backorder notification and also he contacted us on 8/28/13 and spoke to a live cusotmer service representative for the status of his order. His order has been shipped today 8/30/13 and is on its way to him.

Consumer Response: (The consumer indicated he/she DID NOT ACCEPT the response from the business.)
Apparently they do not keep good records. I ordered on July 14, 2013 and it was processed on July 15th NOT August 15 as they claim... See the attached Case Reviewed by BBB - AB (08/27/2013)

Also my calls were between 9:00am and 5:00pm EST.

Also emailed and received a deleted not read receipt.

Never received backorder notification.

I have NEVER spoken to a live cusotmer service representative.

Order has been shipped 8/30/13 because I contacted BBB.

STILL WAITING ON ORDER

No settlement offered....



Business Response:

I have spoken to this customer today, Customer confirms he has received his order and issue is resolved.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is excepted but it took two separate shipments.  The hose is a junk product as the first broke within 10 minutes of use.

Sincerely,

******* * ******

10/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 26, 2012, I purchased a "Nex XHose" for $37.90; from National Express, * ****** **** *******, Ct., *****.In September, 2012, the hose broke (sprang a leak), I called the company and they replaced it.In June 2013, the hose again broke (sprang a leak), I called the company and they again replaced it.In Aug, 2013, the hose broke again. On 8/22/2012, I called customer service and they said they would not be able to do anything about it. I asked for and got the number to the corporate office. I spoke to a lady there and she said the warranty was only for 90 days and they did not warranty the replacements. We spoke and she finally told me she would issue me a refund on my credit card. I waited and received nothing.I called again, 9/18/2013 and the lady at the corporate office said that there were no notes in my file from August and that they would only warranty the product for 90 days. I asked to speak to a supervisor and was told she was out.

Desired Settlement: I would like to have a full refund of my $37.90. There is only my husband and myself at our home - the hose was in no way abused or even overused. As you can see from my having the hose replaced, it doesn't even last the 90 days it is warrantied for.I am sending you a copy of my bank statement under separate cover.

Business Response:

The customer contacted our company stating the product was damaged/defective we issued a replacement in September 2012, the customer also contacted us again in June 2013 stating the product again was damaged/defective so we issued another replacement.  We have not received any returned merchandise from this customer.  Since we have a 90 day moneyback guarantee (less S&H) we have sent 2 replacements for this product.  Since we have not received any returned merchandise we cannot continue to send replacements.  Per the customer's request we are refunding this customer for her order for the $29.95 price of the product as stated in our 90 day moneyback guarantee. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  However, I would like to state for the record, each time I called customer service I asked if they wanted the old/defective hose back and they said "no".  So, they are correct that no product was returned - if it had been, I would be asking for the postage to return them in my resolution.  There were a total of 4 hoses - the original order was for 2.  There were two more replacements - of one hose each time.  As previously stated in my original complaint the none of the hoses lasted for the 90 day warranty period - original or otherwise.

Sincerely,
***** *****

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a nexx hose on July 29. On August 29, 30 days later I called the company and ask why I had not yet received the package.. On this day the amount came out of my debit card and that is what alarmed me. They never notified me of the product being on backorder until I had called the company. They stated the product was on backorder and they did not need to notify me as it had just been 30 days. They also notified me that they follow the BBB and their compliance. They said they would Send that package out which would have been August 29. It's now September 9th and I have not heard from the company nor have I received my package. This needs to be followed up on. I was reading other complaints online. They were also very rude to me on the phone when I called the company. Please check into this company as soon as possible. Product_Or_Service: Nexx hose

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the hose sent to me ASAP that I bought plus a refund for it. Summer is almost over and I did not get to enjoy my hose as I wanted to this summer. Thanks. I would also like the company to call me and apologize for this inconvenience.

Business Response: The following customer had ordered the Xhose Pro from our website. Our website states 2 to 6 weeks for delivery.  The customer's wife contacted us inquiring on order. Customer was informed of the 2 to 6 weeks delivery time and since order was processed/shipped within 30 days a backorder notice was not sent out. Our records indicate that the order was delivered on 9/14/13.  We have contacted customer and he states that the order has been received.

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ordered pillows in november of 2012. i havent had them long. the beads are coming out. very dangerous i could swallow, or my 4 yr old nephew. they shouldnt be falling apart already. im disabled in wheelchair ,only thing that helps. Product_Or_Service: 2 sobakawa pillowa Order_Number: *****************

Desired Settlement: DesiredSettlementID: Replacement please have compassion and replace my pillows. they are obviously faulty.

Business Response:

This product is a pillow which has a covering and also a pillow case is sent with this item that must be used with this product.  Beads should not be coming out of this product unless the original pillow and pillowcase are damaged or the original pillowcase is not being used with this product.  Since this product is past the 90 day moneyback guarantee the customer can return this product to us for replacement at Sobokawa pillow * ****** ****** ******* ** ******

10/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The companies web site offers a lifetime guarantee. I ordered the hose July 1st. It arrived early is September. The package contained no information on how to contact the company. Only a return slip for a 90 day guarantee. I just saw another ad on tv also offering a lifetime guarantee. I called the number for the tv ad but it was automated and could only be used for ordering. Product_Or_Service: xhose pro

Desired Settlement: DesiredSettlementID: Other (requires explanation) Since finding a website where almost all of the customers complained that the hoses exploded I would at least like the lifetime guarantee they offered.

Business Response: Customer states he did not receive the Lifetime Warranty with this product.  Customer contacted us on 9/9/2013 stating he was not happy that he did not get lifetime warranty information and customer was going to return the product.  The product he ordered has a 90 day moneyback guarantee, less shipping and handling and also a Lifetime warranty.  We have emailed him today the Lifetime warranty information.

10/1/2013 Problems with Product/Service | Complaint Details Unavailable
9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had this hose since April and I contacted this company on July 15. The hose exploded in my son's face while he was washing his car. Pieces hit him in his face missing his eyes thankfully and it was strewn all over the yard. There was a loud bang outside and I am very thankful that he is fine. However, when I called the 1-800 number on the website I was hung up on twice because the individuals said that they are only representatives to take calls and they can't help me. They didn't understand a parent who is concerned, angry and upset. They wouldn't get me a manager to talk to and then when I called back I couldn't get through. Oh and they are in ******. The next step was to email and all I got back was to call the number I provided to you. I called and got a call back a couple days later to call them back. I called back and again a call to call them back. I called back and no return call as of yet. Today is August 9, 2013. This is ridiculous. We have the other hose that is similar to the xhose and they promise a full refund if it breaks or we have any problems. Doesn't seem that xhose stands by their product at all. Product_Or_Service: xhose

Desired Settlement: DesiredSettlementID: Replacement We would like a replacement hose sent to us or a refund. We also would like something done about their customer service. They really need to stand by their product. I called because of what happened to my son and to find out about the replacement because we have the other hose and it has a full replacement. What is wrong with this company?

Business Response: There are several hoses being sold by different manufacturers and companies. This customer states she contacted a ****** customer service department, the product we sell does not have a ****** customer service/warranty department. We will reach out to this customer so see where she purchased and try and help her resolve her issue and get in contact with the correct company who she purchased this product through.

9/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called & ordered 4 Nexhose, 25', buy one get one free for $29.99. I also asked them for 2 additional hoses. When I received my bill they charged me for 3 hoses full price & 1 free BECAUSE of MY VERBAGE, I was billed $155.45 for the 4 hoses instead of $59.98 plus S/H!!!! I contacted the corporate office & their customer service office, spoke with manangers, who didn't seem to care about the excessive charge. They would rather have 4 used hoses returned to them & have me reorder than to do the paperwork & make a customer happy & save themselves having to deal with 4 used hoses. I don't mind paying for what I order, I feel they twisted the order because of how it was stated & found a way around "buy 1 get 1 free" as advertised on t.v. They were very deceitful! It took months to receive them also!

Desired Settlement: I would like the advertised amount stated on the t.v. of $29.99, "buy 1 get 1 free" for each set of hoses, billing me the total of $59.98 plus S/H, not th $155.45 that I have been unfairly charged.

Business Response: We have contacted customer to return our call to resolve this matter.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** *****

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the x-hose pro- Buy one get one for $49.95 plus a postage and handling charge of $17.90 for a total of $67.85 from this website- https://www.xhosepro.com on 6-24-2013. I did receive a $5 refund for not cancelling my order when I called and complained about the length of time to recieve the hoses. After almost nine weeks I received the hoses on 9-2-13. On 9-7-13 and on the third use, while washing my wifes car I suddenly lost water pressure to discover that the X-hose pro failed! It burst in three different locations! I waited almost 9 weeks for delivery of this item Ive been mislead by the marketing ** again! So anyone else out there, do not purchase this hose! Product_Or_Service: X-Hose Pro Order_Number: *****************

Desired Settlement: DesiredSettlementID: Refund I would like a full refund of $62.85 credited to the credit account I purchased these items from.

Business Response: The following customer has contacted us regarding this matter and we have refunded the customer in full on 9-16-2013. This matter has been resolved.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** ********

9/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After over 5 weeks of having order some flexible hoses online from the website xhosepro.com I finally got tired of waiting (they never sent me a single update on the status of my order) as I never received the product. This morning, I sent an email to cancel the order. Literally, minutes after I sent that email (and to which their sole response was that I needed to call customer service), the vendor (under a completely different name... ****** ******* *****) sent an authorization request for $89.75 to my credit card company (******** *******) in an attempt to process the charge for a product I never received and I HAD JUST LITERALLY SENT A REQUEST TO CANCEL THE ORDER FOR!! I checked with ******** ******* and they confirmed that the time stamp on the authorization request was AFTER I sent the email requesting the cancellation of the order and after they emailed me back asking me to call customer service. I find this practice to be completely unethical and believe other consumers should be made aware so they can stay away from a company that not only doesn't deliver a product after WEEKS of entering an order but will actually attempt to hit your credit card after you ask them to cancel the order.I have already notified ******** *******, who has flagged the transaction so it is disputed and doesn't get paid if they even try to process it. Product_Or_Service: XHOSE PRO (Expandable hose) Order_Number: ***************** Account_Number: ********************

Desired Settlement: DesiredSettlementID: No settlement requested - for I do not seek any settlement of any kind. I'm only filing this complaint to make other people aware of the unethical business practices from this vendor. I will ENSURE my credit card's fraud department deals with this vendor professionally so the charge never hits my credit card. WILL NEVER BUY FROM THIS COMPANY AND RECOMMEND OTHER CONSUMERS STAY AWAY FROM THEM AS WELL.

Business Response:

Customer ordered the Xhose from our company from our website, which our website states 2 to 6 weeks for shipping.  The customer had previously checked the status of their order the week before and the order had not been shipped yet.  Customer emailed to cancel order, customer was instructed to contact our customer service department because the order had already shipped and order could not be canceled.  The customer contacted our corporate office and refused to contact the customer service department regarding the matter. Customer insisted we cancel order.  Customer was instructed to refuse delivery on order and also contact our customer service department.  Customer has disputed the charge with his credit card company .  Customer should refuse delivery on this order since customer does not want this merchandise. 

 

Consumer Response:  
Complaint: *******

I am rejecting this response because: their response is quite simply a LIE. You can check the documentation I submitted with the complaint (every email exchange with the company) that very clearly shows that they  a) never mentioned the product had been shipped already when I requested the cancelation and b) that the charge to my credit card as well as the shipping were both initiated immediately AFTER I requested the cancelation.

 
You can close the complaint if you want, as I want nothing from this vendor and the credit card company already accepted my dispute and acknowledged I was right and they were wrong so they credited the amount back to my credit card. I already told them I would throw away the box if they sent the shipment after I canceled the order, as I have no intention to waste a single minute going through the hassle of returning a product to a company with such unprofessional business practices (and the reason I canceled the order in the first place was that, as you can imagine, I needed a new hose and couldn't wait for FIVE WEEKS until these guys would ship me one heaven knows when so I had already bought one somewhere else...)

Sincerely,

***** *******

Business Response: Customer ordered product from our website which states 2 to 6 weeks for delivery. Customer has checked on his order several times. Customer contacted us to cancel order but at the time he called order had already been processed/shipped.  Order has been shipped to customer and tracking shows delivery of product. Customer has contacted to his credit card company and has disputed the charges. Since his credit card has been refunded for the amount of this order we consider this issue to be resolved.

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is guilty of bait & switch tactics ,I ordered a high quality product :the X pro hose 50 ft. and was sent an inferior hose: X hose 75 ft. for the same price I was told that the X pro hose was not availible it was "back- ordered", and that my only recourse would be to send the product back at my expense :$24.00 dollars. I then contacted *** the supposed manufacturer and they informed me that they do not manufacture this product but they are payed to let national express use their name. Then they gave me the # for national express.I then tried to resolve this issue again and they told me that it was my mistake , I then explained that I would not order a cheap hose online when I could go to any store any buy one!

Desired Settlement: DesiredSettlementID: Replacement I would like a full refund or preferably the I product I ordered, s&h included.

Consumer Response: Consumer indicated they have not heard from the company

Business Response: Our records indicate that this customer ordered the Xhose from our online website. We have two products listed on the website at different pricing, if you do not click the tab for the higher quality unit then you cannot order that item. Both hoses are different pricing as well. All customers are sent confirmation emails when ordering online and his order would have stated that he ordered the original Xhose and pricing. Mr. ******** contacted us on 8-1-13 regarding this matter and was informed which hose he ordered. Mr. ******** could have returned the hose he received for a refund and reordered the hose he wishes to receive, instead Mr. ******** accepted a $5.00 discount on the hose he ordered and received. Since Mr. ******** kept the the hose and accepted the discount I beleive this matter has been resolved. If Mr. ******** would like the other hose he can return the one he has received for a full refund and can reorder the other hose.

Consumer Response:  
Complaint: *******

I am rejecting this response because:Your account of of our transaction is total fiction,you state that the pricing for two items is totally different, but the hose I ordered: the X hose pro 50 ft is the same price as the one you sent me: the X hose 75 ft, and when I spoke to an agent on my first call she informed me that the X hose pro was not available it was "back-ordered . she said that if I were to order it today it would take at least six weeks for delivery! You didn't have the product I ordered so you switched it with an inferior product of larger size for the same price and said that's what I ordered, *****

Sincerely,

***** ********





























Business Response:

We have left a message for the customer at the number listed, we are waiting to hear from the customer to resolve this matter.

9/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased their blue 50 foot hose last year. It did not work as advertised, but it was light and easy to get things watered as long as you didn't need it to stretch as they advertised. If you closed the valve at the end of the hose, it would stretch to twice the orig. size as advertised. when you opened the valve at the end to water something, it shrank back to orig. size and would not reach what was needed. I have called every number i could find. and was told I had the wrong number their hose was green not blue as mine was. I just saw the ad for the blue hose, and called, went on the web sight but was not able to a person or there was no place to leave a complaint. they advertise lifetime guarantee just no way to get in touch with them to do it. So, I used it as was. one day a few weeks ago i turned the water on to water my fruit trees, and got water all over me. there was a large hold in the mid. of the hose. Product_Or_Service: Blue Xhose

Desired Settlement: DesiredSettlementID: Replacement only if they can explain how to use it in the advertised method. So I can stretch it out and use it while it is stretched, otherwise, send me a refund

Business Response: There are several companies selling expandable hoses, these hoses are not all manufacturered/distributed by the same companies. We will reach out to this customer and try and assist her in getting in touch with the correct company she has purchased her hose from for warranty info.

Consumer Response:

 
Better Business Bureau:

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

Sincerely,

***** * ******



I did not get a written response.  I got a telephone call from the company and was told they will replace or refund my xhose.  I told them

I would prefer a refund, however, they said they would replace it, it must have been defective. I agreed, but have not received it as yet.

 Sincerely,

***** *******















9/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The adverticement in the internet said 2 hoses for the price of one. I recived only one, when I called I was told that I had paid only for one hose shiping, I told them that it was my understanding that I was paying $7.95 fees for both, but that I was willing to pay another $7.95 for the extra hose, I was told that it was to late and that I had to pay at the time of the order. I FIND THEIR ADVERTISEMENT MESLEADING AND UNFAIR, I have now paid $19.95 plus shipping ($27.90) for only one 25 inches hose that in the hardware store is $19.95 for a 50 inch hose. I am a senior citizen that thought I was getting what I needed for a good price. Product_Or_Service: 25' EXPANDABLE HOSE

Desired Settlement: DesiredSettlementID: Other (requires explanation) I either will like to return the hose that I have without having to pay delivery or pay xhose $7.95 for the delivery of another hose for free as they advertise.

Business Response: This customer is correct we do have a buy one get one offer just pay shipping & handling on the 2nd unit. When the customer ordered online she did not click on the correct box for the unit with the free unit, she clicked on just buy one for the regular pricing. The person she spoke did not give her the correct information, she can get the 2nd unit since she made an error in her order, we will reach out to her immediately.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ****




















9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am now on my third hose from this Co. The first one burst after seven months?. The second one burst after two months?.They recently sent me a new one 7-1-13. I think, the problem stem from being dragged over a rough surface like concrete or brick, in my case patio.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Take it off the market until a stronger outer layer is added.

Business Response: Business Response /* (1000, 5, 2013/08/30) */ This customer has contacted us twice and we have sent her replacements at no charge, she also states that this hose is not durable enough for her needs, we will reach out to this customer regarding this matter.

9/6/2013 Delivery Issues
8/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Dap XHose on June 17, 2013. The company stated 2-3 week delivery; I have not received my order as of Aug 2, 2013. I've tried to contact the company but I do not get any response. I have not been charged by this company, but I feel they are collecting credit card information. I searched on this company, and I have read similar complaints about this company for other people who have also placed an order, but have not received their product. Product_Or_Service: DAP Expanding X-Hose Order_Number: XXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: No settlement requested - for I have requested a new credit card in case this company ever does plan on charging my card. As stated before, this company is collecting information for others also.

Business Response: Consumer Response /* (-5, 10, 2013/08/22) */ The company sent me a post card that stated they were behind on oders, and asked if I still wanted to place my order. I sent back the post card and checked the declined box. The summer is nearly over, I do not need the hose now, nor would I ever purchase for them in the future.


Customer Review(s)

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Customer Reviews Summary

5 Customer Reviews on National Express, Inc.
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