ComplaintsforMontana Fire Pits
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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of purchase: 11/04/2023 for the amount of $1,603.48. This was an online order. We made contact with Montana Fire Pits to make a return because we purchased the incorrect size. We were given an RMA # (112022023-1JB) and asked to write this on the box and told there would be a 15% restocking fee. This was returned to them on 12/5/2023 signed by MMCNOLTY. ***** tracking **** **** ****; **** **** ****. We have emailed on 12/11/2023, 12/22/2023 and attempted 5 phone calls to which all have been ignored and still have yet to receive a refund. All boxes are in original condition including their tape untouched.Customer response
01/03/2024
Sorry forgot to mention. My order number with Montana Fire Pits is Order #*****.Business response
01/04/2024
At Montana Fire Pits, our burner packages are purchased through our partners at Warming Trends in ********. If there is a return to be made and credited, this process can take up to 6 weeks total depending on how busy the season is. Our customer service representative who has been working with ****** and ***** had been emailing them during this time. On Jan. 3rd, ****** had called Warming Trends, who makes the burners for us, to confirm that the burner had been returned. It had been returned and explained to us that a new staff person at Warming Trends did the inspection but did not start the process for the credit back to Montana Fire Pits. Our policy is to issue the refund after the credit is issued to Montana Fire Pits. Warming Trends confirmed on 1.3.24 the credit would be on issued, so we then issued the credit to the ******* account that same day (see attachment). Per attachment, Montana Fire Pit's credit was issued today 1.4.24. Per other attachment, we are showing that we did get one voicemail from ****** after we were out of the office for the holiday weekend on 12.29.23. Returning from the holiday weekend, we moved our office space on 1.2.24 and didn't get our office up and running until 1.3.24 when the refund was issued. Please reach out if you need further information, we are more than happy to help.Customer response
01/05/2024
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,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.