ComplaintsforRedfern Enterprises Ltd.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a heater from this company and it worked for a week and a half. After that the heating element would not turn on but the unit powered on. A few days later I tried again and now the unit itself would not turn on. I contacted ******************************* to speak to them about getting it replaced or fixed. Its cost $** to ship back. I sent an email after * weeks of no response, and finally gave them a call. They had send a refund over but do not cover shipping? Im not someone to complain, but this product is dog ****, and Im disappointed that they wouldnt cover the shipping of their own faulty product thats costs over $***.

  Business response

  05/03/2024

  Reviewing the customers file, their refund was processed on March *** for the full amount they paid for the product at the show it was purchased from.  Per policy, we refund ***% of the cost of the product purchased, while the shipping is the customers responsibility.  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an air cooling product from a vendor at the ********** State Fair. When we got home, we set it all up according to the directions. It promptly leaked all over the floor. After further inspection we found that one of the tubes that drains the water back into the device is missing from the left side filter, (when facing the device from the back). This tube is not only missing entirely, but we found that the connection for the tube was completely broken off and missing. Not inside the packaging at all. This makes me assume we were sold an already used product and at over ****, ** *** ****** *****. Id already emailed the business upon it leaking to ask for assistance. Their site said to allow a business day. Thats passed. For a no refund policy it seems absurd that they would practice business in this way. Not sure if they just assumed wed be an easy take, but he did mention they were BBB accredited. I should have looked up their rating when he said so.

  Business response

  01/08/2023

  We've received the customers email regarding their unit leaking all over the floor yesterday, **** *** **** and on the same day (23 hours ago) we've replied to the customer with the following "Good Morning ******* , Thank you for contacting Redfern Enterprises. Sorry to hear your experiencing difficulties with your IQ Pure Breeze .
  May I ask is all four tubes inside the drawer 1 connected to the black pump and 3 hanging from the top. Kindly".  There's a possibility our reply might have ended ** in the customers junk/spam inbox, but with the pictures they've provided here, we were able to attach them to their file #****** to arrange an exchange.  The customer is welcome to call  ******************** and refer to file #****** to speak with our customer services in *****************, ********* ******. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction - April 2, 2022. Amount - $180.80. Provided - Shower head and Handheld. The business has "tried" to resolve problem, but unsatisfactorily. Company tracking number - ********. Nature of Dispute: On April 2, 2022, I bought a shower head and accompanying handheld attachment at a Home Show in ******, *******, paying $180.80 to a salesperson operating under the banner of Redfern. The Handheld subsequently failed (broke off at its base). I don't wish to get a refund, but rather a replacement handheld. I didn't have the receipt, but provided to Redfern 1) A printout of my bank statement showing the above payment to Redfern on April 2, 2022. 2) A photo of the original packaging for the shower head, handheld, as well as the broken handheld. And 3) A copy of the vendors at the Home Show on April 2, 2022, showing Redfern as one of the vendors. My contact person at Redfern was ***** at ext. 221, ************. I asked for the name and phone number of the local vendor here in *******, the person who sold the product to me under the name Redfern. ***** responded 1) The vendor was a contractor and she could not give me his name. 2) She required a printout of a bank statement showing my name and the last 4 digits of my debit card. Problems: 1) The printouts from my online banking service do not show my name and debit card number. And 2) Even if an independent contractor, the vender at the ****** Home Show was in the employee of Redfern on April 2, 2022, and as a local person, would maybe remember me and be likely to provide a replacement handheld. Finally, even if I was able to provide the requested info to Redfern, ***** suggests that I would be required to return the failed part and pay for shipping of the replacement ($20) to *******. Summary: We both know that Redfern has no interest in providing post-sale support for their products. In fact, moments before I began this complaint process, ******************* the phone up on me as I pleaded my case. Please help!!

  Business response

  11/07/2022

  As explained to the customer, the sales people are independent contractors, not employees, so their information is not readily available. Without the receipt, employees of Redfern is not able to identify this information. 

  The customer was not able to provide their receipt, which is required, so as a courtesy, their bank statement was requested.  The initial information was not sufficient, so more detail was required. 

  While discussing on the phone how the customer could help us help them, he became quite belligerent, so the call was discontinued.  Now that we have the information from the customer, we need to inspect it to confirm that it is in fact a defect.  They have had this since April 2022.  Per our policy, shipping is the responsibility of the customer. 

  ******************** has taken all steps, over and above the policy request for the receipts, to help this customer.  

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response of Redfern is a simply reiteration of their messages to me. The "independent contractor" who sold Redfern's products (Shower head and Handheld) to me operated at a local Home Show under the banner of Redfern, in Redfern's employee at the time. It simply defies incredulity that Redfern would not know the name and phone number of this local person. As well, this "contractor" would have Redfern's products, could inspect the failed Handheld, and provide a replacement as necessary without shipping costs. *****, at Redfern, states that I became belligerent on the phone and so she hung up. She's half right. She did hang up on me. I was trying to make my case for a replacement Handheld based on bank statement as proof of purchase and photos of the original boxes and failed Handheld. ***** continued to speak, and would not let me finish. As I continued to try, she hung up. I was not belligerent. If I had been, I would say so. It is further failure to provide product support that ***** now suggests that I was belligerent. Redfern continues the illusion of providing support when in actual fact they know I'm not going to pay shipping charges that approach the full retail price of the Handheld. ***** is correct that the purchase of the Handheld was made on April 2. However, I didn't install the Shower head and Handheld until weeks later. In fact, the Handheld broke at its plastic base after one week of use. I realize that Redfern is not going to provide useful support. All I can do is to provide information of my experience to BBB in the hope that others will not have a similar experience. Thank you.

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

  Business response

  12/07/2022

  Fortunately, Redfern has been very professional in their handling of this complaint.  The Customer continued with his behavior via email.   As a one time courtesy, we will accept better photos of the failed part.  If it is accepted as a manufacturer's defect, then it can be replaced.  Per the policy, it is $19.95 to ship, which is the customer's responsibility.  This has been explained to the customer.  It is clear and transparent on our website and on the receipt, if it had been kept.  

  Customer response

  18/07/2022

  
  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.

  ***** at Redfern has accepted my latest proposal, to send a replacement Handheld to me under warranty. I will pay for shipping only. I think this outcome is fair.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  22/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Veito Heater at the snowmobile show in Nov 2021 and the product is defective. I went to unplug the unit and the prong of the plug came right out of the socket. When i contacted company they told me I was responsible for shipping product back which cost $52 and I would also be responsible for the cost of Redfern to send it back, another $30. Redfern just contacted me to accuse me of being responsible for defective product, saying that we must have unplugged properly and that the unit must have been tipped over??? company not taking responsibility for selling a defective product that didn't even last 6 months, they are looking for me to pay for repairs as well, definitely not what you expect when you spend over $400 on a heater!!!

  Business response

  22/03/2022

  Customer is not happy with the technician's findings.  He determined that this was not a defect.  He also found evidence that this was dropped, which she felt was an accusation, when  he only stated the facts.  This heater cannot be released back to her with tghe work being done a it is a liability.  ******** are the technician's photos.  ***** ***** *******  

  Here is what he said.  

  Regarding the RA#****** file, the attached photos support our position that the heater will not be covered under warranty for damages to the ** cable and/or any operational failure issues.
  -Photo 1 shows the id label of the heater.
  -Photo 2 shows damage to the alloy and plastic end caps from either a fall or prying to try to gain entry to the end compartment.
  -Photo 3 shows the ** cable has clearly been torn sideways from the wall receptacle, resulting in a bent blade and a torn out ground prong.
   
  We would not continue with repairs to this heater unless the customer agrees to charges for ** cable replacement and hour labor.
   
  A quick bench test has shown that this heater does still operate, however there is a problem with the *** (which could be from the suspected fall) however we will replace the *** at no charge for the part and include this within the hour labor charge.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩