Complaints

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• Initial Complaint

  Date:11/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ****** ******