Family Roots REVIEW: Customer Satisfaction Commitment: Family Roots Inc fully committed to customer satisfaction. Family Roots implemented strategic changes ensuring customers 100% satisfied with products, service. Family Root’s guarantees 100% satisfaction to all customers. Offering 100% refund for any unsatisfied customer.
My husband ordered the sword and shield family crest package as a gift for me back in august. We paid over $700 in all for the two. We'll when I received the sword ( the shield was not shipped out with the sword and still have not received it two weeks later) it was poorly assembled. The blade was lose, the middle of the handle was lose, the bottom of the handle was lose. The sword was supposed to come with a thin layer of protective oil ( it even came with a card stating it would have said oil to protect it during shipping) well there was no oil but it did have plenty of smudges and finger prints on it.
I called to request a refund considering I was not satisfied at all with the poor craftsmanship of my sword and I was displeased with the fact my shield had not been sent out with the sword as well. I spoke with two representatives who grew increasingly rude as I explained the situation to them. when I requested to speak with a superviser or manager the woman refused to connect me with one. I requested a refund on my purchase with they refused saying for a refund I would have had to cancel 14 days after making the purchase which was in aug and I got my purchase ( half of my purchase ) in November.
so if I'm unsatisfied with the product I can a) chalk it up for a loss or b) return it for a new sword which will take who knows how long. After dealing with their product and their costumer service representatives I told them I didn't want a new sword, I didn't want any part of their company and I just want my money back. How can you offer 100% satisfaction guarntee but refuse to offer reimbursement if a customer is unsatisfied with both product and service?