ComplaintsforThe Epoxy Resin Store

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on May 6th for a gallon of resin from the epoxy resin store on Amazon, I received an email that it was delivered on may 12th directly to the resident which is me. Being that I work from home I was surprised. I have exactly 7 neighbors on my floor so upon checking the front of my door and the hallway I asked my neighbors. No packages were delivered that day. Upon checking the tracking number a picture populated of a package at a door that wasn’t mine. I immediately contacted the seller (the epoxy resin store). The seller requested that before proceeding with a refund I file a claim with the carrier FedEx and submit the proof of claim to them. I did exactly what was asked of me. The seller stated the refund was approved and that was that, so I thought. I contacted the seller with a status and I was told my bank declined the refund. I found that to be alarming so I contacted my bank and was informed there was no refund attempt and no reason as to why anything would be declined. After a back and forth with amazon I was informed that my refund is under investigation because the seller (the epoxy resin store) denied my refund. So not only did this company have me jump through hoops in filing claims, they lied, and fully agreed that yes It’s proven I did not receive my item but now they stole my money.

  Business response

  05/30/2023

  We did everything that we were supposed to do for this customer.  Initially the customer claimed they never received their delivery. We offered a refund "IF" the package was not delivered.  Upon further inspection, we discovered that the item was delivered by FedEx.  Further, the delivery shows a picture of the item at the customers front door.  FedEx has verified through GPS tracking that the item was in fact left at the customers door.  This case was already resolved with Amazon.  Amazon sided with us on this case and refused the customer's request for a refund.  I can only assume that the customer is being vindictive and trying to smear our reputation.  1. We have included the original invoice with tracking.  2. We have included the image of the item sitting in front of their door.  3. We included the tracking showing the recipients address along with delivery verification.  We explained to customer we could not give them a refund because the item was in fact delivered.      

   

   

  Customer response

  05/30/2023

   I am rejecting this response because:
  
  I went through Amazon who in writing informed me the issue with my refund was due to the merchant which is the epoxy store refusing the refund. Amazon went ahead and rectified it on their own. I want no response from the epoxy store, I have submitted a review on the company and this has been an unprofessional horrible experience. 

*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. ↩