ComplaintsforK5 Optima Store

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased an item on their website, and when checking out, "Free Shipping" was noted and I made the purchase. I was subsequently contacted by the vendor and notified their website made an error, and an additional $14.00 for shipping was required. I requested a cancellation of the purchase, but the full amount was not refunded. I feel this is was very deceiving on their part by trying to charge for shipping after the fact, but even worse was to not fully refund my purchase amount.

  Business response

  12/15/2022

  The customer is not being entirely honest here.
  
  We did not contact him and tell him that our website had an error when processing his order. We contacted the customer to let him know that per our shipping policy on the website, (which he agreed to by checking the box acknowledging that he has read and agreed to the terms and conditions on our website) that we offer free shipping within the continental *************, and that it would be an additional $14.28 for shipping to ******, since that is not part of the continental *************. (This is clearly indicated in our detailed shipping policy on the website)
  
  The customer requested that we cancel his order and refund him because he can find it elsewhere with free shipping. I explained to the customer that it's not a problem to cancel his order, but we are not refunded the transaction fees from PayPal as it shows in our cancellation policy that he agreed to on the website prior to placing his order.
  
  He then argued with me that our website showed free shipping, even though it clearly indicates in bold, red, underlined lettering on the product page, and in our shipping policy shown below, that it is only free shipping within the continental *************: ********************************************************** (Which ****** is NOT part of the continental *************)
  
  There was no error on our website, we do not use carrier calculated shipping, so it does not automatically calculate shipping costs for states out of the continental *************, which is why we have it very clearly indicated in our shipping policy that there is an additional cost for shipping outside of the continental **.
  
  Here is a direct link to our terms and conditions, which indicate that there is a 4% cancellation fee if we need to cancel the customers order per their request, which is exactly what happened here: *************************************************************** The customer was refunded in full, less than 4% fee that is disclosed in our cancellation policy.
  
  The customer is upset that there was $4.28 kept by PayPal for transaction fees, and somehow feels that we are to blame for him not reading the information that he specifically checked off the box and agreed that he had read, indicating the shipping policy on our website. We are not a shady company, and we are not deceptive, we very clearly indicate our policies on our website, however, we cannot force the customer to read those. (Even though we do have a checkbox that a customer must check off, indicating that they have read our terms and conditions before adding any items to their shopping cart on the site)

  Customer response

  12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When checking out, the website clearly noted no cost for shipping. They should correct this issue rather than lead customers to believe otherwise. Clearly they are standing by the concept of "Read the Fine Print" versus fixing their website to not mislead the customer. Until this is rectified, this will be recurring issue. Additionally, as the item never shipped and was cancelled immediately upon their call requesting more money from me, I should receive a full refund. I have reattached the original invoice that depict the no cost for shipping. Clearly this is misleading.
  See Attachment/File: Screenshot 29.png

  Business response

  12/22/2022

  I'm really sorry, there's nothing further to say here. It's important that you take your time to read the information regarding the shipping policy if you are outside of the continental *************, so that you're aware when ordering.
  
  Also, please understand that there is a checkbox that you must check off before adding an item to your shopping cart, indicating that you have read and agree to the terms and conditions on our website. Therefore, for you to have been able to order this product, you would have needed to check off the box, meaning that you did read our policy and by checking off the box, you confirmed that you had read and agreed to the terms and conditions on our site, including but not limited to our shipping policy,
  
  If you happened to check off the box without reading the policy and are now upset with us because you ordered something and didn't want to pay for the additional shipping, that is not our fault. Furthermore, we provided you with a full refund of the money that we received when canceling your order. However, as it very clearly indicates in our cancellation policy, we are not refunded transaction fees from PayPal when your order is canceled per YOUR request. We were willing and able to ship your order once you paid for the additional shipping costs, but you decided you did not want to pay that and preferred that we canceled your order instead.
  
  This customer disputed this transaction through PayPal, and PayPal decided in our favor, after we provided proof of our terms and conditions that the customer specifically agreed to when placing their order.
  
  I understand that you are frustrated, sir, but we have done nothing wrong here. We have terms and conditions and ******************** in place that are specifically listed on our website, and we have followed all of our procedures properly in accordance with you requesting that we cancel your order for you since you didn't want to pay for the additional shipping to send the product to you in ******.

  Business response

  12/22/2022

  ***Document Attached***
  
  See Attachment/File: PayPal Resolution - ***************************.pdf

  Customer response

  12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the proposed resolution as it does not address the concern in fixing the problem. Whether someone "checked the box" saying they read the fine print or not, when it came down to the actual checkout screen it noted clearly $0 for shipping. The website continued to process the order and charged $0 for shipping accordingly, which it should not have done if there was an additional shipping cost, ultimately causing a very misleading situation. I feel that this shortfall of the website checkout needs to be corrected or this will happen again to other customers. As far as PayPal is concerned, I contacted them and they admittedly closed the case in error. I have the option to refile the case but decided to wait pending resolution via this process. I am requesting a full additional refund of $4.80 as well.

  Business response

  01/14/2023

  I'm very sorry, I am done going back-and-forth on this. You don't say whether or not there's a checkbox, and I agreed to the terms and conditions when checking off that box, that's exactly what that means, it means that you understand and read where it specifically goes over our shipping policy. Clearly, you did not read that information.
  
  Furthermore, PayPal holds the $4.80 in transaction fees, we do not get that money. I don't know why you're frustrated with us when you did not read the information that you agreed to, and when PayPal, the payment processor is withholding the $4.80, you want us to refund it to you. Please contact PayPal again and see if they will refund you the $4.80 in transaction fees that they are keeping.

  Customer response

  01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This business has yet to accept any responsibility nor offer any resolution toward this problem from reoccurring. While refund of the $4.80 would be a form of resolution, this complaint was never about this small amount of money. The website causes the dilemma of stating conflicting information by allowing the customer to check out with the shipping clearly noted at zero cost. Possible acceptable resolutions include:
  1. Fixing the website checkout to not allow checkout to proceed without the proper shipping cost noted and billed at the time of sale.
  2. Providing a full refund, to include any fees incurred should this issue occur due to the conflicting checkout situation.
  
  Until the vendor takes appropriate action, the potential for this to reoccur and negatively impact customers remains.
  

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