Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Merchant advertises free shipping to the contiguous 48 states. I live in ******, so I know that shipping is often more expensive and have no issue with this. When I went to check out, their website charged $191.60 for shipping, meaning that their system recognized that I was outside of the lower 48 and quoted me a shipping price based on this. Again, I find this completely reasonable, so I happily agreed to this and paid for the item plus the shipping cost. Only after completing the transaction and after the merchant charged my card did they send me a message saying that they refuse to ship the item unless I pay an extra $500 beyond the agreed upon price for shipping. To be extra clear, I believe that they are welcome to charge whatever they like for shipping, but changing the agreed upon cost for shipping after charging my card is not acceptable. I'm not sure if this falls under bait and switch or false advertising, but certainly seems scummy at best and likely illegal.

  Business response

  10/08/2024

  Good afternoon-
  
  We apologize for any inconvenience and for our inability to safely deliver your order to Alaska. We deliver small, non-furniture products to Alaska quite regularly, without issue. We always try our best to take care of our customers, including those that reside in non-contiguous states and surrounding countries.
  
  
  We’d like to take a few moments to explain why we were unable to process your order…
  Our online system automatically includes the mandated 8% shipping charge on all Ekornes furniture orders. This is required by Ekornes (the manufacturer) for all orders that ship outside the actual states in which we have physical retail stores (FL and MS). The shipping charge that your order indicates was simply the automatic, required 8% that is mandated. It had no connection to the fact that your order was shipping outside the “contiguous” United States. 
  
  
  Our ordering system does not actually “charge” the credit card at the time of the order. It simply authorizes the amount to insure the credit card information is valid. You have not been charged for this order and the authorization was automatically removed when you let us know that you didn’t want to proceed with the order.
  
  
  As far as the actual shipping charges go… We worked with multiple shipping partners and the shipping quotes were each over $1000. We’d be happy to forward an actual quote provided if it would be helpful. Unfortunately, freight shipping rates have skyrocketed over the last 12 months or so which restricts us from delivering to many places outside the contiguous United States. However our company was prepared to pay the remaining difference in freight charges which would have been around $400.
  
  
  Our system should not have allowed your order to be accepted based on the ship-to information provided. We’re working to troubleshoot the issue to insure this doesn’t occur again in the future. The Terms and Conditions that were agreed to at the time of checkout (you were required to click to agree before continuing with the checkout) are located here:
  https://unwind.com/terms-conditions/
  
  
  As stated in Item 7 of our Terms and Conditions:
  “7. Order Acceptance Policy. Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Unwind.com LLC reserves the right at any time after receipt of your order to accept or decline your order for any reason. Your order will be deemed accepted by Unwind.com LLC upon shipment of products that you have ordered. Title to goods and all risk of loss passes to you upon delivery to the common carrier. We may require additional verifications or information before accepting any order.”
  
  
  These types of errors are extremely rare and we work diligently to try to avoid circumstances that prevent our customers from having a positive experience with us. We apologize again for the inconvenience and are here to assist with any questions or concerns that remain. Simply email [email protected], or drop us a line at 601-932-5111.
  
  
  Sincerely,
  Your friends at Unwind.com.

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