ComplaintsforInsect Shield, LLC

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #******* Ordered and received mosquito net with wood spokes. Ends of spokes are to be installed in sewn-in pockets. (See attached photos.) Spokes did not fit; spokes did not come within several inches of fitting. Spokes were four inches too long in diameter. I measured the diameters of both the spokes and of the net circle pockets. I took photos at both distance to show full picture, and at close range to show actual measurements. (See attached photos.) I remeasured several times. The net circle with spoke-pockets measured 22 inches in diameter. The spokes at opposition measured 26 inches in diameter. (See attached photos.) I attempted to insert spokes. The net does not stretch. The spokes do not have a downward-bending dihedral, which would shorten the horizontal component of the spokes to fit in a downward-sloping fan shape. Even loosened, they do not fit. The rough spokes also snag the net, but the critical failure is that the net is four inches too small in diameter for these spokes. The net did not appear to stretch enough to accommodate spokes even one inch too long -- it absolutely did not stretch to fit spokes four inches larger in diameter. / It is as if the manufacturer sent spokes from a different, and larger, model of net. It is the company's responsibility to ensure that all parts are the proper part and proper fit. I began online to return the item, but the business would have charged over ten dollars return postage. At forty-two dollars after a discount and paying more postage, that would have cost me sixteen dollars in postage to purchase then return. I do not want to lose my money because of the business incompetence, shoddiness, sloppiness or other fault.

  Business response

  09/11/2023

  Hi *******,

   

  We do apologize for the issue here at hand. This was most likely a flaw in one of the mosquito nets as this is the first time we have heard of this issue regarding any of these we have sold. We would gladly like to offer an exchange in this item or issue a refund and we can issue you a prepaid label to send this back. 

  Please also note in the case for any future issues please reach out to our customer service team at [email protected] to give us a chance to resolve this. With our current return system we offer, we now allow uploaded pictures for damaged/defective items so we can investigate and waive return fees for any products that might have some sort of flaw. While we do everything we can to prevent these issues, sometimes we are not able to check all products when certain aspects are made by a 3rd party vendor such as these nets as we do not make or assemble the wood pieces.

   

  Thank you,

  Insect Shield

  Customer response

  09/14/2023

   I am rejecting this response because:
  
  This is not a "rejection" of the business or its solution; it is simply necessary to keep the case from being closed prematurely before it has been resolved.

  I just brought the return to the post office today; I am tracking it. I do not know if the business peremptorily insists that it arrive all the way there before it will send a replacement, even though I did not damage its already-defective product; or if it will send out a replacement.

  I do want to communicate that I would contact customer service to resolve an issue, but the business should know that I had already paid six dollars ("$5.99") for postage just to get it TO me, that is lost forever. Then, when I went online to its return page and entered the order number and information, it was going to make me lose about $10.23 MORE of my money, just to return a defective product!

  I went to all this effort, trouble (including the return today), and losing my money, and still have NOTHING for it.

  That is why I did not go back to customer service.

  The business now has the opportunity to send me an inspected, non-defective replacement *now*. But WILL it do so?
  

  It has the opportunity to stop charging me such exorbitant postage. But as I said, the postage I already paid is lost to me forever. The postage obliterated all the sale price savings I got on this defective item. It was almost not worth it. I am trying once again.
  

*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. ↩