ComplaintsforFireworks US

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought online fireworks from this scam artist company on 6/26 late at night. Once checking out, it tacked on $225.00 for shipping and handling. I called right away 6/27 to cancel Order #***** because of this. I spoke to the older gentleman that always answers the phone. They apparently still proceeded to ship the order out on 6/28 according to the older man. Their shipping company called me on 6/29 or 7/1 to inform me that they wouldn’t have my packages delivered until 7/5. At this time, I told them that I had cancelled this order. Please don’t deliver any packages. Send them back. So, we never did get any packages or my refund of $771.01. I called Kaboom and asked where my refund was. They were going to check into it and return my call. Didn’t get a call back. Waited another few days and they now hang up on me and will not return my call. It is disgusting there are people in America who literally steal from their fellow Americans who work their tails off just to get by. These people should be shut down.

  Business response

  07/17/2023

  This customer agreed to our terms and conditions manually upon checkout, by selecting the checkbox "I have read the Agreement shown above and accept its terms." otherwise you are not able to complete checkout on our website, because these are the terms and conditions of doing business with us. You either accept them, and we conduct business with you, or you do not accept them, and we do not conduct business with you. The customer accepted these terms and conditions manually to be able to complete the checkout process successfully. The terms and conditions they accepted can be publicly read by anyone on our checkout page, and here: ******************************
  
  Pertinent snippets from these terms and conditions are as follows:
  
  "You agree to pay for any and all return fees, shipping and storage fees charged by Kaboom Enterprises in the event that your Order cannot be delivered or shipped to you for any reason, including due to your provision of the wrong address, your refusal of the delivery, or your failure to pick up your Order from the appropriate terminal, without limitation."
  
  “Any breach of these Terms and Conditions may result in the imposition of fines, charges and penalties as well as the cancelation of your Order and the confiscation of Products. If your Order fails to comply with these Terms and Conditions, Kaboom Enterprises reserves the right to cancel your Order, without notice, penalty or delay.”
  
  “While Kaboom Enterprises may attempt to resolve any issues, at its discretion, you acknowledge and understand that all Product sales are final. The Products may not be refunded or credited by Kaboom. Subject to these Terms and Conditions, Kaboom Enterprises does not accept to refund an Order, under any circumstances or for any reason whatsoever. This is due to the hazardous material classification of fireworks by the DOT. As such, you recognize and agree that returns of Products are not accepted. Once an Order is placed, it is deemed final and may not be refused or canceled, except by Kaboom Enterprises.”
  
  “In the event that you do initiate a chargeback with respect to an Order or Products, you shall be responsible for the repayment of the cost of the Order, the shipping fees, return shipping and a fixed amount as determined by Kaboom Enterprises, representing liquidated damages. The cost of the Order, other costs and the liquidated damages shall be payable and due to Kaboom Enterprises immediately upon your receipt of a written notice, and no later than five days from the date of the notice. Kaboom Enterprises shall cancel any pending or approved Orders placed with respect to your account until the cost of the Order, other costs and the liquidated damages have been paid in full and received by Kaboom Enterprises’ offices.”
  
  “Failure to remit payment of the cost of the Order, other costs and the liquidated damages within five (5) days of the notice shall result in legal action being instituted against you, without further notice or delay. Kaboom Enterprises further reserves the right to send your account to collections, and you shall be responsible for all collection costs, legal fees and damages incurred.”
  
  “Under these Terms and Conditions, you are strictly prohibited from refusing the delivery of your Order. Once the Order is delivered, you are expected to pick up and accept the Product(s) ordered.”
  
  “In the event that you refuse the delivery of the Order, you acknowledge and agree that Kaboom Enterprises shall not issue a refund for the Order. You further understand that you shall be charged for all costs associated with the refusal, including shipping costs, storage fees, penalties and restocking fees, without limitation. You shall be fully liable for the entire cost of the Order, including shipping and all other applicable fees.”
  
  “You acknowledge that the Products shall be delivered by a third party shipping company, and not by Kaboom Enterprises. Kaboom Enterprises cannot guarantee a particular delivery date or time for the Orders placed. The delivery time specified in your Order constitutes an approximation and may vary due to third party considerations, weather or other external factors beyond our reasonable control. There shall be no credits, refunds, or other compensation awarded for late deliveries or losses. You recognize that Fireworks do not constitute a time-sensitive product.”
  
  “You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this Website, including but not limited to the purchase of Products, shall be introduced in the state or federal courts located in Monroe County, Michigan. Any cause of action or claim you may have with respect to the Website, including but not limited to the purchase of Products, shall be commenced within one (1) year of the occurrence of the claim or cause of action.”
  
  “You agree to indemnify, defend, and hold harmless Kaboom Enterprises LLC, its officers, directors, employees, agents, licensors and suppliers from and against all losses, expenses, damages and costs, including reasonable attorney fees, resulting from any violation of these Terms and Conditions or any activity related to: (i) your account on the Website, (ii) your purchase of the Fireworks, (iii) your usage, possession, storage, and/or disposal of the Fireworks, (iv) your access and usage of the Website and/or (v) your negligent or wrongful conduct.”
  
  These terms and conditions, in their current state as of writing this on July 17th, 2023, have not been modified since July 11th, 2021.
  
  The customer, once again, agreed to all of these legal terms and conditions (full list here: ******************************) upon placement of the order on our website. The order is final and cannot be canceled. It was sent over to our warehouse promptly, and shipped via a third party shipping company (in this case, Fedex Priority Freight) in a timely fashion, and delivered before the 4th of July holiday, on July 3rd at 8:00 AM, according to the tracking number on FedEx’s website.
  
  So the customer’s claim that the packages would not have been delivered until July 5th is not the case. The packages were delivered on July 3rd in time for the 4th of July holiday, despite us providing no guaranteed delivery dates, which are completely out of our control and are entirely in the hands of the third party shipping companies.
  
  The customer’s claim that they did not receive the products that they paid for is simply not true. If the customer did not receive the products after they were successfully delivered on July 3rd according to FedEx, then the products were stolen, perhaps by a neighbor or passerby.
  
  The customer claims they tried to send the packages back. This may be the case. But we do not accept returns. All sales are final, and thus, the packages cannot be sent back. This is due to the hazardous material classification of fireworks by the U.S. Department of Transportation. Fireworks are very expensive to ship in the first place, because they require specialized freight carriers to transport legally. Otherwise it is not safe, nor legal, to ship fireworks via mail. So we are limited to certain freight carriers for fireworks shipping. And shipping fireworks is thus very expensive, because it is specialized. We have negotiated the lowest prices possible for shipping fireworks online. Whether you ship 1 case of fireworks, or 5 cases, or 10 cases… fireworks shipping will always be expensive, in the hundreds of dollars, because they have to be shipped in a special way for the safety of everyone involved. So shipping 1 case, or just a couple of cases, sure, may not be considered “worth it” by many people — and this is what this customer did. They ordered only a couple of cases. And the shipping is always expensive no matter what, because it’s fireworks.
  
  But when you start shipping a large amount of cases, it becomes worthwhile. And we offer free shipping on orders over $1,500. So when you hit that free shipping threshold, we cover all shipping costs of your order, once you’ve exceeded $1,500 or more in total, we pay for your shipping. This customer did not do that, and thus had to pay for their own shipping. And then they had second thoughts about the purchase, which is understandable — you can probably get a smaller quantity of fireworks like they ordered for cheaper at a local fireworks store, if you go pick them up. But you cannot get a large quantity of fireworks for cheaper anywhere else, online or offline.
  
  When you start ordering 15, 20 cases of fireworks, or more… our prices cannot be beat, by anyone, anywhere. And we have thousands of happy customers, all across the United States, who shop with us year after year because of this. Because when you order that many fireworks, you get free shipping, we pay for your shipping. And then the fireworks just get delivered to your house. You don’t even have to leave the comfort of your own home to pick them up. You don’t have to rent a U-Haul, you don’t have to worry about fitting them all inside of your car, you don’t have to take time out of your busy day, you don’t have to worry about any of it. You can order as many fireworks as you want, and they’ll just show up at your door, in a timely fashion, and you’re good to go for your next party or celebration.
  
  So when you start talking about shipping fireworks back and forth across the country… that’s not really feasible for anyone involved. The shipping in that scenario is not affordable, when you’re looking at hundreds of dollars one way, that same cost x 2, there and back again. This customer would not have received any kind of refund back either way. With how small their order was, if we charged them to ship it back to us, they would’ve actually had to pay us more money, for the return shipping, than the total cost of their order and any money they would’ve gotten back! They wouldn’t have gotten any money back. They would have had to pay us even more money on top of what they already paid, for the additional cost of the return shipping. That is why we do not accept returns. It is just not feasible, nor affordable, for us, nor anyone else in our industry, to do so.
  
  We really value our customer service, and many of our customers will tell you, customer service is our #1 priority. They are happy, repeat customers, year after year. Read the reviews on our products. Read the reviews on our website. Kaboom Enterprises LLC has owned www.fireworks.us since May of 2015. And before we acquired Fireworks.us, we have been in the fireworks industry for decades. We are a multi-generational, family business. It upsets us when any one of our customers is upset or not happy with our service. We strive to be the Amazon.com of fireworks, we pride ourselves on having the best fireworks website online, the best customer service. We answer our business phones more than 8 hours per day. More than 40 hours per week. You can call us and you can text us. We offer text messaging for support and important status updates regarding your order. We also offer email, of course. But we really pride ourselves upon our above-and-beyond availability for support and customer service. The customer does acknowledge in their complaint that we do answer the phones late at night!
  
  We do not scam or steal from anybody. It is sad that this customer is not satisfied, and it is sad what BBB has become. Everyone knows it has become a complaint board. Complaints only. Never anything good. If you want to see bad reviews, you go to BBB. No one ever comes here to say anything good about a company. Not organically. You’re always going to get the one-offs. The “Karens” and the problem customers, such as this one, who will go so far out of their way to threaten your company, to slander your company, only because they did not get their way. This customer had buyer’s remorse because they made a questionable decision in the first place. Most people who order from us do not place such small orders. The shipping is too expensive for just a couple of cases. How do you go about seeing a multi-hundred dollar shipping charge, for just a case or two, and think to yourself “This is fine!” and successfully place the order, which is not easy to do — our checkout process is very in-depth, considering our customers usually spend thousands of dollars in a single transaction with us. We always make sure that all of our orders are on the up and up, legitimate. This requires a longer, more detailed checkout process with multiple background checks in place.
  
  So how do you go about entering all of that information, accepting our terms and conditions, and placing the order, after seeing the shipping charges for hundreds of dollars? How can you claim you didn’t see that? It’s right there, staring you in the face, for the several minutes it takes for you to complete our unique checkout process. I don’t understand how anyone could possibly overlook the shipping charges. How can you miss them? Wow…
  
  This does not happen very often, folks. And it does not happen for a reason. Many reasons, actually.
  
  If you are here reading this complaint board, we implore you to please, try to understand the plights of a small-medium sized business owner who serves thousands of customers all across the United States on a yearly basis, open year round. The busy seasons (4th of July, New Year’s) are crazy for us. It’s not our fault this customer has buyer’s remorse. They should’ve either bought more fireworks to achieve the free shipping threshold at $1,500+, or not placed such a small order in the first place. We’ll be the first ones to admit to you, to anyone, that placing a small order with us is not really worthwhile. If you want a lot of fireworks, an insane amount of fireworks, for the lowest prices possible, you’ve come to the right place. If you want just a case or two, Fireworks.us may not be the best option for you.
  
  We sell fireworks wholesale by the case. What you see in your local fireworks tents or stores… those are individual pieces. We don’t sell individual pieces. We sell entire cases, filled with many of those same pieces they sell… for a much lower price than what they, or anyone else, sells them for. Straight from the factories in China. They buy from us, depackage the cases, and sell the individual pieces to you, for a high markup. We don’t do that. We’ll sell you the entire case the way it comes from the factories. We don’t depackage anything. You’ll get a lot of individual pieces inside of that case. You’ll pay a lot less, and get a lot more fireworks. On average, 2-4x the number of fireworks you would get for the same price anywhere else.
  
  So when you’re having a large party with a big fireworks show, come to us. You’ll get lots of fireworks. You won’t even believe how many fireworks show up at your door. When you’re doing a group-buy with multiple people pitching in, come to us. When you’re opening your own fireworks stand, tent, or store, come to us. We’ll supply you with everything you need at the lowest prices possible. But when you’re looking for just a few cakes, individual pieces, 1 or 2 cases… you might be better off just going to your local fireworks stand for that. Don’t have buyer’s remorse because you paid too much to ship a few fireworks, like this customer somehow did.
  
  If it makes any difference, which in this scenario, I doubt it will — nevertheless, we will offer this customer a $50 coupon on a future purchase with us, if they ever decide to order with us again. We do want to make this right for them somehow. If it is possible for us to make this right in the eyes of the customer, we will. But we won’t allow our business to be taken advantage of.
  
  This customer, nor any customer, is not receiving our products for free. If the customer maintains that they did not receive them, in the event that they were stolen, we can tack them on as a few replacement cases on a larger order with us in the future. There are things that we can do, as a reasonable, reputable business, to ease the cost for this customer in the event that their order was indeed stolen. But a full refund is entirely out of the question. A stolen order is not our fault. Once the packages leave our facilities, they are out of our hands at that point, and into the hands of the third party shipping companies, along with the customer. FedEx says the packages were delivered on July 3rd. We’ll be happy to talk more about ways we can possibly rectify this situation, in a reasonable manner. But you will not achieve the end result you are wanting to achieve, by threatening and slandering our company and its reputation, which is everything to us after all these years in the fireworks industry. We are not scammers and we do not steal from anybody. That is not cool. And that is not an okay accusation to make, especially when it is untrue. We ask that you please apologize for the untrue allegations, and continue to make conversation with us, regarding reasonable ways we can possibly make this situation better for you. Thank you.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased fireworks from this company. 24 shells Wildcat cartridges 60 gram canisters for 4 boxes per cases (96 total pieces) $338.40. I purchased 10. Which should of been 10x4=40 but when the shipment arrived I received only 10 boxes with 3 in each box which =30. I contacted the manager and he confirmed It was an error and said he’d call me back. He never called me back so the next day I followed up and they told me I was incorrect and sent me a link to the ad. When I clicked on the link they changed it on their website to 3 cases per box. But good thing I got a screen shot of the original ad. I sent them the screen shot and they admitted it was an error on their end and that they changed it on their website after I complained I was missing cases but they can only offer me a $50 coupon. They owe me $846 and are refusing to give me a refund.

  Business response

  06/29/2022

  The product this customer ordered, Wildcat Cartridges (https://www.fi**********************************289.htm) was improperly updated by its manufacturer, ******** *********. ******** decreased the piece quantity per case, from 4 pieces down to 3, without changing the product’s identification number to notify companies who supply this product (such as ourselves) that the product’s piece count per case has been changed. Since they did not follow this best practice, we were not made aware of the change, and thus had the old piece count of 4 listed on our website.
  
  We only sell wholesale by the case. Our price for that product is $338.40, whether 4 pieces come inside, or 3. We get the case from the factory, the manufacturer, and we pay their price for it. Then we apply our markup to that, and that is how we make money as a business. We don’t break these cases down into individual pieces. We are a bulk wholesaler.
  
  The customer ordered 10 of these cases. We supplied 10 of these cases. We did our job and fulfilled the order. The customer was expecting 4 pieces inside each case, for a total of 40 pieces (4 pieces per case x 10 cases). But because the manufacturer did not change the product’s identification number when they changed the number of pieces per case from 4 down to 3, we were not made aware of the change to be able to update our listing, and the customer therefore only received a total of 30 pieces (3 pieces per case x 10 cases), while expecting 40.
  
  We’re not in business to scam or defraud anybody. We want to make our customers happy, and have thousands of happy customers all across the United States. The only time someone goes out of their way to post anything here at the BBB, is as a public complaint board, and it’s ridiculous. It’s never anything good here.
  
  This was a typographical error, through no fault of our own. This was ********** fault for not following commonplace, industry-wide standards and best practices. When a product is changed, the product’s identification number needs to be changed as well. Everyone, across not just this industry, but multiple industries — every industry, knows this. It’s common sense. Otherwise the businesses that carry the product don’t know of the change. At that point it’s a different product, different quantity, and the businesses that carry the product are none the wiser.
  
  We corrected this on our website once the customer reported it to us, and offered them a $50 coupon for doing so. The customer has taken the price we charge per case, $338.40, and divided it by the 4 pieces per case they anticipated, to get a cost of $84.60 per piece. They ordered 10 cases of these, and since each case only contained 3 pieces, unbeknownst to us, rather than 4, they’re saying we shorted them 10 individual pieces, and are multiplying the $84.60 per piece times 10, for a total desired refund of $846.
  
  This wasn’t our fault. Why should we have to pay for ******** *********’ mistake / poor business practices? The customer shouldn’t be reporting us for scam or fraud, they should be reporting ******** *********!
  
  We granted the customer’s demands for the $846 refund before this complaint was even submitted here, and we continue to offer them the $50 coupon on a future order. We will be discontinuing conducting business with ******** ********* as a result of this debacle, and reporting them for scam / fraud, as this is really their fault, not ours. We paid $846 of OUR money for THEIR mistake, and now we’re done with them. Either way, the customer has already been taken care of, and shouldn’t be complaining here about our business, but rather theirs.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Lincoln fireworks assortment which is 48 200 gram firework cakes, 36 350 gram firework cakes, and 48 500 gram firework cakes and 192 canister shot, I received 88 200 gram firework cakes 12 350 gram firework cakes and 24 500 gram firework cakes with 192 canister shot, it's all in its original packaging , I want a full refund

  Business response

  06/10/2022

  This customer, **** ****, has changed his story multiple times. First he contacted us claiming he was only 8 cakes short. Then he changed his story and started claiming his entire order was wrong. Saying he got wrong amounts of products and claiming he got no 350 gram cakes at all. Demanding a $750 refund. Then he changed his story again, admitting he did get some 350 gram cakes. Asking for $1,200 in-store credit. Now he’s insisting upon a full refund. The customer is incoherent in his claims, keeps changing his story, and continues to expect more and more money from us in order to rectify the situation.
  
  We investigated what happened with the customer’s order. His order was supposed to be 15 cases. He was only shipped 14, due to warehouse error. He paid $2,999 for a package containing 15 cases of fireworks. $2,999 / 15 cases = $199.93 per case. A case was left out. Therefore we refunded the customer $199.93 for that missing case. It’s really that simple.
  
  Let’s dig deeper into **** ****’s contradicting claims regarding discrepancies in the amounts of products he received, which we investigated as well. A 2022 edition of the Lincoln Fireworks Assortment, which the customer ordered, contains:
  
  48 200-gram cakes
  36 350-gram cakes
  48 500-gram cakes
  192 1.75” canister shells
  (132 cakes total)
  
  Internally, the warehouse attempts to follow these guidelines to fulfill those amounts:
  
  48 200 grams (~2 cases) 24,24
  36 350 grams (~3 cases) 12,12,12
  48 500 grams (~8 cases) 6,6,6,6,6,6,6,6
  192 1.75” canister shells (~2 cases) 96,96
  (132 cakes total)
  (15 cases total)
  
  There can be deviations in this general blueprint, as long as the total amounts are fulfilled.
  
  Starting from bottom to top, **** **** received 2 cases of 1.75” canister shells, each containing 96 shells, for a total of 192 shells as guaranteed (96 x 2 = 192). No deviations here.
  
  He received 6 cases of 500 grams, each containing 6 cakes. He was supposed to receive 2 more cases of 6 cakes here, according to the blueprint. But the warehouse didn’t have 2 more cases of 6 500 grams each. They made up for this by replacing the 2 cases of 6 each with 1 mega-case of 12. 6 cases x 6 cakes each = 36 500 grams + 1 mega-case of 12 = 48 500 grams, as guaranteed.
  
  He received 3 cases of 12 350 grams each, for a total of 36 350 grams, as guaranteed. No deviations from the general blueprint here.
  
  He received 1 case of 24 200 grams. He was supposed to receive 2 cases of 24. But the warehouse didn’t have 1 more case of 24. They attempted to make up for this by shipping 1 case of 16. This is where the customer was shorted 8 cakes, as he initially claimed, before he changed his story numerous times.
  
  Altogether, **** **** received:
  
  40 200 gram cakes (8 cakes short)
  36 350 gram cakes (as ordered)
  48 500 gram cakes (as ordered)
  192 1.75” canister shells (as ordered)
  124 out of 132 cakes total (8 cakes short)
  14 out of 15 cases total (1 case short)
  
  Thus we refunded the customer $199.93 for the missing case, which would’ve made up for any shortages. **** **** claiming he didn’t receive what he ordered, other than the 8 cake/1 case shortage, is entirely inaccurate. Worst of all, he keeps changing his story. We don’t even know what he’s trying to claim anymore. It seems he just wants to swindle us out of thousands of dollars of fireworks. He continues to harass us even after we have corrected the problem. Demanding more and more. Threatening us. He even admits that his messages may be going to spam, which we now believe demonstrates the nature of his interactions. We’re not going to give this guy any more money when we know for a fact that, other than the 8 cake/1 case shortage, he received exactly what he ordered. All subsequent claims after his initial claims, are false. We know exactly what our warehouse sent him. We have the case-by-case breakdown. **** **** just wants more fireworks / fireworks for free. He took a minor shortage, a warehouse mistake on our part, and he saw it as a major opportunity. He’s taken advantage of the situation and created a major problem. What a nightmare!
  
  As far as we’re concerned, this situation has been rectified. It’s done and over with. The customer was refunded $199.93 for the 8 cake/1 case shortage. Everything else is a falsehood on his part. Case closed.
  

  Customer response

  06/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: the pictures I've provided show what you dropped of and it is as follows 88 200 gram cakes 12 350 gram cakes 24 500 gram cakes and 192 canister shot, as soon as you knew you didn't have what I ordered I should have been contacted and allowed to cancel the order, it is all still boxed up they can have them back I just want my money back that is all not more more more and if you review the pictures I sent it shows where I looked up each individual cake and took a picture of its gram rating I also have video of them off loading to me to prove those are the boxes, come get you stuff and refund my money seems fair
  
  Sincerely,
  
  **** ****

  Business response

  06/15/2022

  We reject this rejection because, as you can see detailed in our previous correspondence, the customer has changed his story multiple times. His original claims of being shorted 8 200 gram cakes / 1 case, we determined in our investigation to be the valid claims. We have made that shortage right by refunding the value of the missing case, $199.93.
  
  Then **** **** started changing his story. Suddenly his entire order is “wrong”. And he has changed his claims as to what is supposedly wrong. First he claimed he received no 350 gram cakes at all. Now he’s changed that claim, admitting he received 12 after all.
  
  **** **** cannot seem to get his story straight, because it is not true. His original story was the truth, and we have righted the wrong for our mistake, with the refund of $199.93 for the missing case. But **** **** saw a further opportunity here. He started trying to take advantage of the situation. He’s changed his story so many times. First he was trying to get a $750 refund. Then he was trying to get $1,200 in-store credit. Now he’s trying to get a full refund. He’s trying to get more and more and more, escalating the situation, and now involving the BBB as a third party. This tactic is not going to work. We are not going to let him scam us to get these fireworks for free. It’s not going to happen. End of story.
  
  As far as taking the product back goes, we do not accept returns. This is detailed heavily in our Terms and Conditions (******************************), which all customers agree to initially upon using our site, as well as agree to once again, manually, upon checkout, by checking “I have read the Agreement shown above and accept its terms.” before placing the order. The order cannot be placed unless / until the terms and conditions are agreed to.
  
  **** **** agreed to these terms and conditions, with a key excerpt being:
  
  “While ****** *********** may attempt to resolve any issues, at its discretion, you acknowledge and understand that all Product sales are final. The Products may not be refunded or credited by ******* Subject to these Terms and Conditions, ****** *********** does not accept to refund an Order, under any circumstances or for any reason whatsoever. This is due to the hazardous material classification of fireworks by the DOT. As such, you recognize and agree that returns of Products are not accepted. Once an Order is placed, it is deemed final and may not be refused or canceled, except by ****** ************”
  
  We do not accept returns due to the outrageous costs of shipping fireworks, which are considered hazardous materials by the DOT. We ate the costs of shipping this order since it was over $1,500. The customer did not pay anything to ship this order — we did, out of our own profit margins. It cost us $360 to ship this order, via *** *******. If **** **** wants to pay us $360 for the cost of shipping his order to him, and $360 more on top of that for the cost of shipping it back to us ($720 so far), plus a 25% restocking fee on top of that… we will go ahead and make an exception to our no returns policy, which clearly exists for a reason. All sales are final because the costs of shipping fireworks are so high, it makes returns not feasible.
  
  We just want this to be done and over with. But we’re not going to be conned out of thousands of dollars worth of fireworks for free. If the customer wants to pay those shipping costs both ways + the restocking fee, we’ll go ahead and take the fireworks back just to be done with this. And he can keep whatever is left from his original total, which won’t be much. That is our only offer, otherwise this has already been resolved with the $199.93 refund, and he can enjoy the fireworks he does have.
  
  We have thousands of very happy customers all across the country. Very rarely do we encounter someone who causes problems like this. We’re all about doing the right thing and making people extremely satisfied with our products and customer service. When something goes wrong, we make it right. We truly feel like we have rectified this situation. We don’t want to be taken advantage of, and our investigation has concluded that anything more than what we’ve offered, would be us getting swindled. We stand by our current refund of $199.93. Additionally, we’ll offer the chance to return the product for a refund after the shipping costs + restocking fee have been deducted, whatever is left. That is the absolute most we can do in this situation.

  Customer response

  06/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:number one I never said you shorted me on 200 gram cakes I have to many I have 88 when I should have 40, I have 12 350 gram cakes when I should have 36 and I have 24 500 where I should have 48, you tried to supplement 200 gram cakes for 500 and 350 gram cakes, also did you or did you not mess up my order, yes you did, you at least admitted to messing up, so you sdmit you sent the wrong order then give me a refund it's not on me to cover your mistake, you should have contacted me when you knew the order was wrong, not ship it and hope I don't notice, that is on you, I have all the documentation I need to prove my case in court, like I said I'll go for lost wages, time spent dealing with this, the ruining of my holiday as well as the price of the fireworks, ive tried to give you the 200 gram cakes in exchange for the ones you didn't give me I even said I would drive to go get them, and then say I'm trying to con you, I want my money back this is not the Lincoln assortment not what I paid for, not what they shipped admittedly by you, you should never have shipped the wrong order
  
  Sincerely,
  
  **** ****

*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. ↩