ComplaintsforKanga Care LLC

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 8 Lil **** diapers from them late July last year through sezzle for a total of ****** . I never used them and called in March if I could still return them and get my money back. The lady said I could. I then went to the post office and I had to pay 30 dollars to ship then back because that was one of the stipulations. That in self was ridiculous because I can't afford all that but I was expecting to get my money back and then some. Well it took them a month to finally process my order and issued me a 96 giftcard. So I called them and told them thats not what I asked for I asked for money back to my account and she said she would speak to her manager and get back to me. She emailed me and said that because its been almost a year and it was through sizzle they can't give me money back even though their policy states the diapers are to be unused and in original packaging which I sent. I understood a 7% fee would be charged to go back to my sizzle account but they won't even acknowledge that and I need my money back. I could have sold them elsewhere and they claim they sell more than diapers but it's all for babies and I can no longer have children. So it's a waste and I want my money back. I'll even take the 7% fee out of the 105.

  Business response

  05/26/2022

  At Kanga Care, we do allow customer the option to always return their un-opened, unused products that they have purchased directly from us, as long as they are still in resell-able condition. However, there are a few conditions regarding how we can refund the transaction based on the amount of time has passed. We do offer money back in the same form of payment when the transaction was made within the previous 90 days (180 **** of the purchase date. This is because after 3-6 months the financial institution, through which the payment was made, revokes our access to editing the transaction and we no longer have access to refund/credit payment back. The access time period is different for various forms of payment (credit cards, Paypal, Sezzle) which is why the time frame varies between ****** days. Some payment types will incur a fee upon cancelation or refund - such as Sezzle (7%). After the 90/180 days, we still accept return and exchanges, however the refunds are in the form of Store Credit. This is pretty standard across retail for both e-commerce and in-store industry wide. This is all stated on our Shippings & Return page https://www.kangacare.com/pages/shipping-returns. 

  During the return process, if the return is due to the customer changing their mind, and not by error or the store, the refund will not include the original cost of shipping (which was spent to ship the original package to the customer), and it is the customers responsibility to return the desired merchandise back to the store (by a shipping method of their choice) for which they would like to be refunded on.

  When the customer reached out she began working with our customer service rep who did receive the product back and refunded the full amount of the purchase price of the product, $96, to a store credit, to which the customer was very unhappy. She stated that a previous customer service rep promised her that she would be able to get cash back - "no matter how long it had been". At this point an email was sent to the original employee who made the out-of-policy promise has not been with the company for almost 9 months. However, those emails are automatically forwarded to me, the owner. The email also included the previous history and I could see the out-of-policy statements made to the customer, and why the customer would be upset.

  I immediately reached out to the customer letting her know the process for which why we only have ****** days to offer cash refunds, but I would contact the financial institution about her transaction to see if we could get a credit back to her account based based on the experience she had with the previous employee. We were able to get a quick response back from the team at Sezzle and they did credit her back the original monies paid (minus the 7% fee) for the product purchased. At this time we canceled the store credit that was originally issued and let the customer know that the return and refund was considered complete.

  Customer response

  05/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

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