ComplaintsforDexter-Russell, Inc.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/6/2023 I placed order number ****** for 160.92. I ordered four items from Dexter-Russel. With each item that I ordered online, I checked the specifications to make sure that the product was made in the USA. Each item was listed as being manufactured in America. When I received purchase order number *****, only one of the items were made in USA. The other three items were made in China. On or around 1/16/2023, I contacted  Lisa H from customer service, and she informed me that I could return the three items but I would be charged a 20 per cent restocking fee. Lisa then emailed me return instructions but did not provide me with a mailing label. When I questioned Lisa about the mailing label, she stated that I did not need one because she gave me a RMA number. This turned out to also be a lie because I spent eleven dollars at the USPS in order to return the items. I attempted to contact customer service at: ************, because I wanted the name of the owner of the company so I could write that person and let them know that I want all of my money returned to me for the three items that were made in China, plus the money I spent for the shipping label. Both times I was not provided the name of the owner of the company. Dexter-Russell only returned $85.98 to me.

  Business response

  04/10/2023

  The complainant ordered 4 items off of our website Dexter1818.com.  3 of the items are imported and therefore not made in USA. .  2 of the items, ***** and ***** are marked "Imported" on the item descriptions on the site (see attached).  The 3rd item, *****, was marked incorrectly as being made in the USA.  When he contacted Customer Service he was told that he could return the items and that there would be a restocking fee of 20%.  This would be customary in a similar case if the item was marked correctly and the customer decided to return them.  In this particular case I would not charge the 20% restock because of the 1 item that was marked incorrectly.  

  Regarding the mailing label, because an RMA (Return Material Authorization) was issued, a mailing label was not required and Lisa's instructions were correct.  If the complainant mentioned that he didn't feel that he should pay return freight, then that point would have been discussed.  If we agreed a call tag would have been issued, which would cover the freight.  It would not automatically have been assumed given the question asked.  

  Regarding the inability to obtain the name of the owner of the company, It would be customary to refer such a request to management, and I received no such request from anyone in my department.  If complainant has the name of the person he spoke to please pass it along and I will address it. 

  Because the 1 item was marked incorrectly, we will credit the 20% restock fee as well as the $11.00 in return freight which will total $30.90

*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. ↩