ComplaintsforYard & Home

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  LAST WEEK ON AUG 17, I CONTACTED *** AT YARD AND HOME TO RETURN MY $834 ORDER #***** FOR (6) 'NEST DECORATIVE PRIVACY *****S' I HAD RECEIVED (LATE) ON MON, AUG 8, 2022. MY ORDER WAS DELIVERED IN 3 SEPARATE ***ES (2 *****S PER *** VIA FED EX). I OPENED ONE *** ONLY OF THE 3 ***ES. THE ***** IN THE *** I OPENED WAS SCRATCHED, DAMAGED, AND I CHOSE NOT TO USE IT FOR MY HOME PROJECT. I CALLED YARD AND HOME ON WED, AUG 17 AT 9AM TO RETURN MY ORDER, AND GET RETURN LABELS FOR THE 3 ***ES WITH THE *****S, AS OUTLINED IN YARD AND HOME'S RETURN POLICY. I DID NOT HEAR FROM YARD AND HOME UNTIL I CALLED THE NEXT DAY ON THURS, AUG 18. *** TOLD ME SHE HAD REQUESTED THE RETURN LABELS FROM THE SELLER. ON FRIDAY AFTERNOON, AUG 19, 2022, I STILL HAD NOT HEARD FROM YARD AND HOME/*** ABOUT THE PREPAID RETURN LABELS FOR DAMAGED/DEFECTIVE MERCHANDISE, SO I RETURNED THE 3 ***ES VIA FED EX TO THE ORIGINAL SELLER, OUTDECO/*******************************, AND PAID $308.46. IMMEDIATELY, I CALLED AND SPOKE WITH *** AT YARD AND HOME, AND GAVE HER MY 3 FED EX TRACKING NUMBERS AND ASKED FOR A REFUND ON MY ORDER. AS FAR AS I CAN TELL, I DID RECEIVE THE $834 REFUND. BUT I AM SEEKING THE FED EX RETURN SHIPPING CHARGES, TOO, OF $308.46, AS PROMISED IN THE YARD AND HOME RETURN POLICY.

  Business response

  09/15/2022

  With regard to the events at issue in this matter, Y & H received a call from **************** on August 17, 2022, requesting to return her order. Y & H agreed and refunded **************** in full for the cost of her order. Moreover, Y & H also requested return shipping labels from the seller/manufacturer of the material. Remarkably, **************** waited just two days and, on August 19, 2022, returned the boxes herself via Fed Ex to the original seller prior to receiving the prepaid return labels from Y & H.

   

  On August 22, 2022, **************** emailed Y & H asking to be reimbursed for the shipping labels that she hastily purchased. Pursuant to Y & Hs return policy, customers are responsible for return shipping costs unless the items are damaged or defective. Because **************** did not have any photographs of alleged damage and returned the merchandise prior to receiving return shipping labels from the original seller, this return was treated as buyers remorse.

   

  Nevertheless, Y & H is committed to its customers and strives to provide exceptional customer service. As such, despite the fact that **************** situation does not fall within the scope of Y & Hs return policy, Y & H has spoken with **************** and offered to refund the $308.45 that she paid to return her order. Accordingly, we believe that this matter is resolved.

   

  If you have any other questions or concerns, please do not hesitate to reach out to me directly.

   

  ************************ | Staff Counsel

  UFP Industries, Inc. 

  Customer response

  09/19/2022

   
  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,
  
  ***********************

  Customer response

  09/23/2022

   
  Complaint: ********
  
  I am rejecting this response because: 

  REGARDING MY COMPLAINT #******** AGAINST 'YARD AND HOME,' I DID RECEIVE A PHONE CALL A WEEK AGO PROMISING ME A $308 VOUCHER TO COVER THE RETURN FED EX SHIPPING COSTS I PAID, THAT WERE SUPPOSED TO BE PREPAID BY THE COMPANY, AND WERE NOT. I HAVE NOT RECEIVED THIS REFUND, AND WOULD LIKE TO QUESTION THE COMPANY, OR REOPEN MY CASE. THANK YOU!

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

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