ComplaintsforOne UP Innovations, LLC

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two liberator wedge ramp combos for $456. They were never delivered to me. ******* delivery showed delivery pictures to a home that is unfamiliar to me. One up initiated a review with ****** who still claims they delivered to the correct address. I haven't received what I ordered, and I'm being left holding the bag for what is a problem between this company and ****** I want a refund.

  Business response

  08/22/2023

  Hello,

  Thank you for the opportunity to respond to this complaint. This customer placed an order on 07/20/2023 with a total of $456.08. This order was invoiced and shipped on 07/24/23 with a ***** delivery date of 7/27/23 at 4:47 PM. All customers are sent shipment confirmation emails with tracking information to ensure they are aware of when to expect their order. The customer was not home at the time of the ***** delivery. Which resulted in the customer claiming his package has been stolen. We've opened two claims with *****, both were denied due to the photo provided, which is considered proof of delivery. Because we sympathize with this customer, we've offered to send out half of his order at no additional charge to him and he declined, we than offered an additional 60% off to purchase is items again and still the customer declined. Please see the attached evidence that factored into our decision while handling this customers' claims.  As of 08/23/23 a refund of $456.08 was processed, reimbursing this customer 100% of his order.

  Please feel free to contact me with any questions or concerns you may have. 

  ********************;

  (O) ************

  Thank you! 

  Customer response

  08/23/2023

  I appreciate the business responding and their refund, which was all I was asking for in the first place. But I want to make it known that while ***** claims that they delivered the package to my home, the photos they provided are NOT of my home. I do not recognize the home pictured, and I was not willing to file a police report for a stolen package because the package wasnt stolen. I hope ***** will reimburse one up for their mistake, and I am happy to provide a photo of my actual home to show them that the delivery was not in fact made to the correct address. 
  

   

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 13 March 2022, Order Number: *********** Total Amount Spent: $771.48 Business Committed to Provide: One (1) Esse Chaise II Black Label What the Nature of The Dispute Is: The chaise arrived in multiple split flat wood pieces, foam pieces, vinyl pieces and legs. Completely UNASSEMBLED. All website information showed photos of this piece of furniture completely assembled, did not state assembly required nor did it show any instructions for assembly.Whether or Not the Business Has Tried to Resolve the Problem: Seller stated I must pay return shipping, box weighs 57 pounds, Response from seller when I requested they pay for return shipping: "On the description on the site it does say light assembly required. There are only a couple of items. The chaise needs to be removed from the box and expanded, placed on the folded out board. Then put the cover on it and and s**** in the feet. No tools are required. If you still want to return the item please let me know, but we do not pay for returns." My challenge, I am still unable to locate where it states "light assembly required" nor am I able to find any description that the base of the chaise is a folded piece of wood. Account Order Tracking ************ 1Z40YV870352441504 **************** Operations Manager, *******************************, states "This package needs to be in transit within the next 7 days." I filed my request to return 22 March 2022 before I ****************** notified me I must pay for shipping therefore I must prepare and ship this "chaise" immediately.

  Business response

  04/08/2022

  Re: ID ********

   

  ****** ******* placed an order on our website for an Esse Chaise.  When she received it, she states she was unaware that light assembly was required.  That information is shown in the Short Description section on the product page.  There are also reviews on the product page stating how easy the assembly is, requiring no tools, and taking ***** minutes to do.  There is a link to setup instructions in the Long Description section on the product page as well.

   

  As she changed her mind about the purchase, we said she could, of course, return it.  She received free shipping for the product.  However, it clearly states in the Returns & Exchanges section of the website that any return shipping is the responsibility of the customer, unless the customer received a defective product or the incorrect item, neither of which apply in this case. 

   

  In order to facilitate the return, we sent Ms. ******* prepaid *** shipping labels.  This allowed the product to ship back to us at our discounted rate, as opposed to the retail rate she would have paid on her own.  Ms. ******* did agree to ship the product back.  Once we received it in our warehouse, we refunded $731.48 on April 5, 2022, accounting for the cost of the return.

   

  The issue is resolved and the complaint should be closed.

   

  Thank you.

   

  *****************************

  Treasurer

  OneUp Innovations, Inc.

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