Business ProfileforeSpecial Needs

On 11/2/2023, I purchased a curved bubble tube platform and a 6-inch bubble tube from Especial Needs. The product description on the website clearly stated that the platform is compatible with 6-inch diameter bubble tubes. However, upon attempting to set up these products, it became evident that the bubble tube did not fit the platform, indicating a compatibility issue.Upon contacting Especial Needs for troubleshooting, I was informed via email that they could not identify the product, despite both items being ordered from their company. This response was perplexing and unsatisfactory.Seeking further assistance, I called and spoke with *************************, **************** Manager, who stated that the mismatch of the products was not the company's responsibility. This is contrary to the information provided on their website. I requested to return the products and to be reimbursed for the shipping costs, which was immediately denied. When asked to speak to a supervisor, **************** informed me that she was the highest authority available for communication.The overall experience has been frustrating and disappointing, highlighting significant issues in product description accuracy and customer service quality at **********************. On top of this issue, the production and shipping were delayed significantly, so we are now 2 months behind on our project with a product that doesn't work. Resolution Sought:Full refund for the purchased products.Reimbursement of shipping costs.Expedited production and shipping of correct product. An official apology from Especial Needs for the inconvenience and misleading product information.I trust that the BBB will take this matter seriously and help in resolving this issue promptly and fairly.