ComplaintsforFor Her Vanity

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase of several items from this business on 6/21/22 for a total of $155.00 One of the items ordered was a "crown wall decor" in Tiffany Blue. I also purchased another "crown wall decor" in Hot Pink. This is noted on the packing slip included with my order. When I received the order, the Tiffany Blue "crown wall decor" was the wrong color - pink. It did not match any of the other items I purchased. On 07/12/22, I sent an email to the company informing them of the error and requested the item I ordered, as the company had made a mistake in sending the wrong color. The company admitted the mistake but as you can see from our many emails (included), they are unwilling to: 1) send me the correct item, 2) paint the item that I have to match the other items 3) provide a refund in the amount of $15. Their logic seems to be based on their store policy that discontinued items cannot be returned. Initially, I was offered a credit of $12.50 to use on my next purchase - which is less than the cost of the item purchased. When I noted the amount, they agreed to a $15 credit. As the company has admitted that they did send the product in the wrong color and it was their error, not mine, I would like a full refund. I have no desire to keep the product that does not match the other items. They offered $15 if I returned the item in the original shrink wrap. However, there are 2 problems with this: 1) the two crown decor items purchased are shrink wrapped together. 2) I would have to pay shipping on the return. I do not understand how a company would expect the customer to pay out of pocket on a return when the error is admittedly on their part. Or why they refrain from providing a refund of $15 to the credit card on which the purchase was charged. If the error was on my part, then I would live with it. However, I placed an order for the items I wanted. The company made the error in sending the wrong product and now they expect me to order from them again?

  Business response

  07/26/2022

  The customer purchase an item that was discontinued and is no longer available. Yes, there was an error in the color that was shipped and we explained to Mrs ****** that she could keep the product and receive an additional $15 store credit to rectify the mistake. There is nothing wrong with the product other than it being the wrong color. We further offered additional solutions going above and beyond what our store policies state as Mrs ****** has described in her statement but she refused all offers made on our behalf. At this point there is nothing further we can do.

  
  

  If Mrs ****** would like to resolve the issue via one of the solutions that has been presented to her we would be more than happy to do so.

  Customer response

  07/27/2022

   I am rejecting this response because:

  I fail to understand how this business is justified in making me keep something that I did not order and also keep my funds.

  If  a business makes a mistake,  it should be corrected in favor of the customer.

  
  

  Once again, I reiterate what occurred:

  1)  The business sent me the wrong color item that does not match anything else in my order.

  
  

  2) I asked that it be replaced or I return the item that I have so that they can repaint it to match the other items.  This company specializes in custom orders and custom paints items at the time of order. The company admitted an error was made on their part,  but said they could not repaint it.  This left with me an item that I did not order, nor can I use because it does not match.

  
  

  3) I was told that they were out of the item and gave me an initial credit of $12.50, which is less than the cost that I paid of $15.00. 

  
  

  4) I was then told that I could have a credit, if I returned the item at my own expense.  I disputed that as it would have negated the cost of the return, essentially leaving me without the item I ordered (in the wrong color).  At that time, the company said that I could have a credit of $15 and keep the item that I did not order, nor do I want.

  
  

  5)  This company clearly made an error.  They apologized for it and I accept that errors do happen.  However, I do not see that it is fair for the company to keep my funds.  They do not have a similar item to the one I ordered, so I would I want a credit? I want was was ordered.  If it is no longer available, then a refund should be provided.

  
  

  Essentially, this is poor business.  I spent $155 on items in this order.  The company will not refund 10% of the sale to correct their error and save future business?  

  I am happy that their business is thriving, but I do not want to do any future purchases with them, based on this poor customer service.

  I have ordered from many online businesses over the last few years.  98% have been correct.  The few times that an error was made, the company returned my funds because that it the right thing to do.  You simply cannot keep someone's money in an effort to force them to do business with you.  Again, I ask that the Company please return the $15 that I paid for an item that they were not able to deliver.

  
  

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