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Complaint Details
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Initial Complaint
16/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
support, Order: ***** transcation date - December 10, 2022 i place an order with canadain pmx for qty - 3 (****** ****** Gold Bar 1 oz .9999) for the total amount of $7,702.83 CAD incdusing shipping and insurance as per their policy, now my shipment was shipped via ***** on Tuesday, 2022-12-13 estimate delivery date was dec 14, 2022 what happen was when ***** was delivering the pacakge driver was at my door , when i suddenly saw my pacakge was looking damage and tampered I refused my shipment immidetaly because shipment couldve been empty or damaged then i told ***** that i wont be accepting this pacakge ***** asked for my name and they said shipment will be returning to sender since my shipment was insured i dont have my shipment and it was already returned to sender i would like to get my money back thanksBusiness response
17/12/2022
Please find the attached screenshot of email back to customer.
We are happy to refund this customer in full provided that we receive the sent items back from the courier to ensure that all items are indeed included that were originally sent.
As stated to customer; A FULL REFUND WILL BE ISSUED as soon as goods are returned back to sender (******** *** ******
Customer response
17/12/2022
Complaint: ********
I am rejecting this response because:First of all it’s an advise for the all the customer trying to business with Canadian PMX don’t do business with them try other different merchants who will better support and provide quick resolution.
-tracking clearly states that shipment has been already delivered back to sender. I paid for the items and merchant has sent me damage and tampered box I refuse my shipment because I might’ve been just empty box , along with that I have proof of tracking that it was refuse by me as a customer , I don’t know where that shipment is now not my problem all I want is to get my money back since I paid for the items and I didn’t receive the items even though I am having all the proofs , Merchant is refusing to give me my money back also , I refuse the business response because it’s not satisfactory. Adding into that , If I have to take any further legal action I will be proceeding with as well in regards to get my money back from this business
Sincerely,
******* ******Business response
06/01/2023
Our policy is to always provide a refund or replacement to a customer if a parcel is not delivered. In this case, we require a bit more time to accurately determine what happened. If the parcel was in fact not delivered, a refund or replacement will be provided.
This shipment was sent out using a ****** insured ***** service. ***** is suggesting that this appears to them to be an attempted ***** by the customer after he actually received the shipment containing high value gold bars. We have referred this for ****** to escalate the investigation and refer to police if needed to determine what happened to this package.
****** and ***** show the package delivered to the customer at 12:54 pm on December 14th. About four hours later at 4:46 pm on the same day, there is a ***** note that the shipment was refused, then immediately it again shows that it was delivered. ***** has been investigating, and the driver has advised that the package was in fact delivered to the intended recipient.
Unless the customer chooses to withdraw the claim, we expect that a police investigation will assist with resolving this issue. If the package was not delivered, we will make an insurance claim and refund the amount paid by the customer.Customer response
06/01/2023
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,
******* ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.