Business ProfileforDaniel Marshall Inc

On October 20, 2023, I purchased (online) a Daniel Marshall ("DM") "Private Stock" humidor for $575.00, plus $61.60 in shipping costs. The DM website indicated that their Private Stock humidors were of first line quality, but for minor - often undiscernable - imperfections in the finish. Upon receipt, I examined the humidor closely and identified no defects. Although I followed the instructions from DM to the letter, the humidor failed to hold humidity at the level that I wanted. I contacted DM customer service and they sent me a "pre-charged" humidification unit. After installing it, the humidor would still not hold humidity at the level I desired. What followed was a chain of email correspondence with the DM customer service team - their position being that the 63% relative humidity ("RH") that the humidor maxed out at was perfect for aging cigars, despite my continual protestations that I wanted to know that the box could support a higher RH. They finally agreed to refund my purchase price and I packaged the unit carefully and, using their ***** label, shipped it back to them. They send me photos of a damaged box and indicated that they would not honor their commitment to refund my purchase price, as the unit was damaged and because I failed to include some cedar divider strips with the package (the divider strips being an oversight on my part and as to which I offered to mail them back) . Subsequently, they indicated that there was no evidence that the damage occurred during the return shipping process - suggesting, without expressly stating, that I had caused the damage while the unit was in my possession - which is nonsense. They now indicate that the humidor is working well with a new humidifier unit installed and that they are shipping it back to me. This is completely unacceptable. I had faxed a letter to Daniel Marshall, the **** on January 4, ****, but I have received no reply from him or from his organization, other than I've outlined above.