ComplaintsforOffice Garner

• Initial Complaint

  06/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered May 27th. I was completely misled about the product on their website. You cannot tell the size or anything by the images, there is no size reference at all but because of the price it seems as if the speaker would be bigger. I was only given 5 days to return an item and it cannot be open but how can i know if something is working or what i need if i don't open it? I returned from vacation to find my package/order was nothing like i thought. It was super small and not loud enough for my intended purpose. I would have been happy to return the item for a refund but the company is not allowing it because i opened the package as well as it was past the 5 days. Is that even legal? 5 days is not enough time to determine if an item is right for you or free of defects.

  

  Business response

  07/12/2023

  Upon reviewing the facts of the case, we maintain that OfficeGarner has acted appropriately and in accordance with its clearly stated policies and terms of service.
  
  1. **Product Description**: **************************************************************************************************; Our records indicate that the size of the Product was clearly mentioned on two different pages within its product description on our website. The customer had unobstructed access to this information prior to their purchase and, therefore, had full awareness of the Product's dimensions. This was in an effort to ensure that all potential customers have comprehensive information about the product before making a decision to purchase. 
  
  2. **Return Policy**: ************************************************ The customer's request for a return was received on June 8th, 12 days after the product was purchased on May 27th. As clearly outlined in our return policy (accessible at ************************************************), returns are accepted within a 5-day window from the date of purchase, unless the product is defective we accept returns up to 30 days, which was not the case here. This policy was readily available for review prior to purchase, and it is the customer's responsibility to familiarize themselves with such terms before completing their order. This policy is transparent and accessible to all our customers prior to making a purchase. Please understand, once opened, electronics are not for sale any longer in its state.
  
  Upon restating our return policy and customer representative explaining that customer had already opened the item, the customer swiftly resorted to their previously made promise: penning a one-star ****** review.
  
  Despite the customer's failure to adhere to our return policy, we made an effort to resolve the situation amicably by offering a refund, provided that the customer agreed to pay the restocking and shipping fees. This was ALL taken care the very same day of the complaint, 6/8. The customer accepted this arrangement and fulfilled the remaining invoice. She never came back and informed BBB that the case has been resolved.
  
  It is regrettable that the customer felt compelled to threaten negative online reviews and complaints to the Better Business Bureau, and we empathize with any dissatisfaction they might have experienced. However, it is important to note that OfficeGarner's actions and policies have been transparent, consistent, and in line with common e-commerce practices. We are committed to providing a high level of service to all our customers, and we work hard to resolve any issues that *** arise, always keeping in mind our policies and fairness to all parties involved. We always remain open to discussing any further matter and finding a mutually agreeable solution.

  Again, this case was resolved amicably with the customer the very same day that she has complained.
  
  I hope this letter provides a comprehensive explanation of our actions regarding this matter. Should you need more info/proof, please dont hesitate to ask. We thank you for bringing this issue to our attention and remain open to further discussion to clarify any other aspects of this case.
  
  Sincerely,
  ***********************

  Sales Director

  Customer response

  07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

*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. ↩