ComplaintsforVocalBoothToGo.com

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two acoustic blankets, one for $68.25 (38",90") and another for $62.95 (80"×80") on Oct 12, 2023 from vocalboothtogo. I received the blankets on Oct 19, 2023 in a single box, but when I tried to install them, they were too short. I measured the door blanket, which should have been 80"×80", but it measured 69". I contacted vocalboothtogo online chat and spoke to a representative named Karen who said they sent me the window blanket by mistake, when I took a picture of the measurement. Karen offered to replace the blankets, but at that point, I did not want to wait and I realized the cost of shipping was too high and the process of exchange and refund was too much of a hassle. I asked to refund both with a full refund including shipping costs. Karen agreed that because this is an error on their part that I should get a full refund plus shipping costs. I didn't get a shipping label from vocalboothtogo when I asked, so I had to go around seeking different prices to find the cheapest shipping rate. I'm not very familiar with shipping costs, so I thought since it was so heavy, I would be paying so much more than the $40 that they paid to ship it to me. I found out that the cost is the same whether I ship both blankets or just one and using the same box, the cheapest I was able to find was through ***** for $76.79. Other places were well above, even over $100. I shipped both blankets back in the original box on Oct 20,2023. I sent a copy of the shipping receipt to the company and they refused to pay me $172.04 + $76.79shipping = $248.83. I have emails and chat history that I will attach, but as of this time, I still have not received any refund. The processing time is supposed to be 3-5 business days.

  Business response

  11/27/2023

  Hello :

  This compliant was resolved:

  1) Originally the customer received one blanket that was incorrect.
  2) The customer notified us about the error and we offered to send him a replacement.
  3) The customer later contacted us saying that he had actually changed his mind and want to return both of his blankets.
  4) we agreed and advised him that this will now qualify as "change of mind return and will be subject to 20% restocking fees and shipping costs charges;
  5) The customer returned the blankets.  But apparently he expected to get refunded in full and even more than what he had actually spent.  His argument was that the customer service said that for the return of the incorrect blanket we will refund the return shipping fee as well, but he did not agree that since the second blankets was correct, that blanket does not need to be returned.  He also refused to accept the replacement blanket, which is under our shipping and return policy is the proper remedy of the error.
  6)  to accommodate for the error i agreed to give the customer full refund, including the shipping fee and not charge him the Restocking fees.
  7) the customer still wants to get more money, because he said he had spent more money to ship the product back.
  8) I explained that we cannot refund more money than what he had actually paid. 

  I believe that we did everything we could to satisfy this customer:

  1) we offered to correct the error free of charge - Customer refused

  2) we gave him full refund and even did not charge him the restocking fees. - The customer still wants more money.

  Sincerely,

  Jeff.

   

  Customer response

  11/27/2023

  
  Complaint: 20888523
  
  I am rejecting this response because:
  

  Vocalbooth is giving incorrect recount of what happened. Please see the proof I sent of the original chat I had with the representative, Karen. Both blankets, one for the door and one larger blanket were purchased together and shipped in one box together.  I received both blankets on Oct. 19th 2023, which did not fit the length of my my door, so when I measured the blanket and found it was shorter than the 80" I ordered,  I contacted Karen and asked for a full refund of both blankets, including shipping costs. Here is a snippet of the full chat that I had submitted:

  [14:35] Karen: Please prepare the sound blankets for return and we
  [14:35] Karen: will give you an instruction via email.
  [14:35] ******* Ok thank you. Will I get full refund including shipping costs?
  [14:35] Karen: It is not your fault so we should give you a full refund without 20% restocking fee.
  [14:36] ******* Including the shipping cost?
  [14:36] Karen: It should include the shipping cost. Just wait for the email as I have to get an approval first.
  [14:36] ******* Ok thank you very 

  when I got the email to return the blankets,  it did not include the shipping label and vocalbooth later changed their mind to say they will only give refund of one blanket as they do not believe the second blanket had any issues due to their disclaimer that blankets may be cut shorter than indicated on description. Someone by the name of Jeff changed their mind, instead of giving full refund on the order said:

  "We had also disclosed that the 80” inch size is a so called “cut size”  after binding it might get a little smaller within 2-3 inches.
  The products are not “Faulty”  one of them was simply incorrectly shipped and we had offered replacement."

  I disagree with this decision because it is misleading and I was told to prepare both "blankets" by Karen. I am waiting for my refund of the shipping cost of 76.79. I am requesting for them to keep their word to me in giving a "full" refund of both "blankets" including shipping costs. 

  
  Sincerely,
  
  ****** ******

  Business response

  11/28/2023

  As i described before and as i had explained to the customer :

  we cannot refund MORE than the customer had actually paid.

  The fact that the customer paid for the return shipping is not within our control.
  And it also does not invalidate our return policy that in the case of "Change of Mind" return the customer is liable for shipping in both directions plus 20% restocking fee.

  This case is CLEARLY the CHANGE OF MIND return.

  In one of  his e-mails the customer actually admitted that the reason he decided to return the blankets because he had found different blankets that supposed to be shipped with "Free shipping", so he wanted to save on the shipping costs.

  We stand behind our products and we provide good customer service. Mistakes do happen and we offered to correct that.

  But the customer changed his mind and decided not to keep the blankets.

  Understanding that he was confused about the return shipping reimbursement policy, we went an extra mile and refunded him EVERYTHING HE PAID.

  We did what we supposed to do and even more.

  I hope the customer can understand that we were acting fairly and even refunded him more to make sure he is happy. but we cannot refund more than what he had actually paid.

  Thank you.

  Jeff.

   

   

   

  Customer response

  11/28/2023

  
  Complaint: 20888523
  
  I am rejecting this response because:

  This business has made a mistake on my order and purposefully changed their mind on their employee, Karen's response to fix their mistake.  They are misleading and I do not accept their response.  I will wait for them to do the right thing in committing to full refund plus shipping.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  emailed about deposit have yet to receive my refund "International shipments will incur additional Customs, Entry, and Duty fees. Customs and Duty taxes must be PREPAID. We will email you an estimated cost after the order is processed. If for some reason you did not receive this estimate email within 1 to 2 business days of your order, please check your spam folder and please email [email protected] or call 240-578-4084. " still haven't responded and charged me 121 dollars for import fee ....for blankets ? ive order electronics that cost way more than this had half the import charges. Online calculator estimated 20-30 dollars ...i don't know how they got 121 dollar ON top of their 88 dollar shipping fee. $200 in total for a order that's barely $300 ?

  Business response

  04/14/2022

  Business Response /* (1000, 15, 2022/04/07) */ Hello : I do not even understand the complaint. is the complaint about the high Duty and taxes to Canada? I will join into that complaint myself, I wish the Duty customs and fees associated with shipping across the border would be much less. And on top of the duty we are being charegd Brokerage fees, Advancement fees and all kind of fees! it is terrible. I agree. But that is in general. I canot add anything more specific, because i do not see what is the order number for this customer and i cannot check what they are talking about. Please provide more information. Thank you Adil A.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 3 booth blankets and grommets. I received 1 blanket. I reached out to the company to return the product for a refund. They refused to send me any information regarding the return. They never sent me what was purchased. After 3 months of communication with the company, they are saying it is too late to get my money back even though what was ordered was not delivered. I spent 3 hours trying to correct this issue but the company has poor customer service and will not refund anything that is missing. This is theft. I just want a refund and want to return my partial order.

  Business response

  03/29/2022

  Business Response /* (1000, 11, 2022/01/31) */ **BBB note: A response to this complaint was submitted by the business as a separate document that is accessible online. If you received this notice via email, please click on the "Write a Response" button to visit the unique online caselink, then, open the appropriate attachment. If you received this notice via postal mail, please type in the caselink into your web browser and open the appropriate attachment. If you have any questions, please contact your caseworker. Consumer Response /* (3000, 13, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that I would be refunded for the product that I did not receive In Dec of 2021. As of today 1/31/2022 I still have not seen a refund for my missing product. The company has not addressed the fact that my order was for 3 blankets and grommets and the only thing that was shipped was 1 blanket. They need to refund my money for the other items that were never received. I did not return the items because I never received the shipping label and they refused to resend a label. Had I received this label I would have returned it. This is theft! Consumer Response /* (3000, 19, 2022/03/10) */ LC 03/10/2022- BBB asks that the business advise if the consumer was sent all of the items that the consumer ordered. If not, was a refund provided? Is it your companies policy to keep funds for items that the consumer alleges was not sent to them. Doe this fall in the 30 days policy? Business Response /* (4000, 24, 2022/03/28) */ *****@vocalboothtogo.com Fri, Mar 25, 2:52 PM (3 days ago) to me Hello I just received your letter today and responded to it. It is in the mail. There is nothing more I can say to it. As far as I know we had sent everything she had ordered and even when she contacted after the 30 days return policy had expired - we still wanted to help her, but the customer refused to send back any products. We acted in accordance with our shipping and return policy. It is my understanding based on the delivery documents that we had fulfilled our obligations. No Refund due. Sincerely Adil A. VocalBoothToGo.com

*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. ↩