Complaints

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I placed an order for 2 pairs of sunglasses from this site bc I believed them to be the favorite of my friend and her birthday was coming up. The orders were shipped March 7, 2022 and delivered to my home on March 14. 2022. I reviewed the stores refund/return policy prior to the purchase to ensure I had that option if needed and no where within it does it state that sunglasses cannot be returned. I presented the sunglasses to my friend and they were not the correct ones. I emailed Island Inspired as directed by their website to request a return label and/or any additional info I needed to return. I then called to follow up the next day because I had not received a response, I left a message with ****** for a return call. I then received a response to my email stating that "they cannot return sunglasses due to it being a health issue and they cannot resell them". I then attempted to call again bc it does not state sunglasses cannot be returned and had I known- I wouldn't have chanced buying them! I was only able to leave another message for someone to return my call. I then emailed the company back to explain that sunglasses were not on their exclusions list, the sunglasses were not worn, they are still in perfect condition and was just removed out of the boxes they were shipped in this last weekend to be promptly put back in the boxes bc it was easy to see they weren't the same model. I have yet to receive a return call or email at this time with return labels/processing.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/04/24) */ The customer purchased two pairs of sunglasses and had them in her possession for over 3 weeks before requesting a return authorization. The customer indicated both she and a friend decided they did not like the sunglasses and that they "did not fit her face". Our return policy (attached) clearly states that all returns must be "unworn or unused". We also consider eyewear to be personal care goods. Given the length of time the customer had the sunglasses in her possession and her indicating both she and a friend tried them we could not return them to inventory or resell them. Again, this is in accordance with our stated return policy, as well as our health and safety practices. Of further note, the customer requested a refund from PayPal and was denied for the same reasons stated above. Lastly, in seven years of business and thousands of transactions this is the first complaint ever filed with the BBB. We take pride in operating an honest and ethical business. Thank you for allowing us to respond to this complaint. Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is incorrect. I told this business in my emails that I sent them that I bought the glasses as a gift for my friends birthday. That's why I had the glasses for 3 weeks before attempting to return was because I did not see her to give her the birthday gift until the weekend prior to my contacting Island Inspired for a RMA. When she opened them, they were not the correct style of glasses that I thought she wanted. Paypal denied the claim only bc they said they can't make a seller honor their return policy. PayPal resolution center only covers if the item received is significantly different than what you ordered (such as you bought sunglasses but got lipstick instead) or if you don't receive the item is what the PayPal rep told me as far as why they couldn't help me. I told Island Inspired that I did not want to keep the glasses for myself either that they wouldn't fit my face so I just wanted to return them- that sunglasses are not excluded in their return policy and personal care items are things like lotion or make-up. Sunglasses are an item like clothing. Is this company saying they don't accept clothing returns either? All I want the company to do is HONOR their return policy and let me return the sunglasses and get my money back. I just feel like that's not too much to ask. I sent Island Inspired examples from other reputable companies that sell sunglasses that all have 30 day return policies. That if Shady Ray's, Oakley, Sunglass Hut- all these companies accept returns on sunglasses and that's all they do- it makes no sense that Island Inspired won't let me return these. I'm not asking for anything other than Island Inspired to honor their return policy that is stated on their website. The return policy that does NOT list sunglasses as a personal care item or list sunglasses as an excluded returnable item.

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