ComplaintsforThink Kids LLC

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov. 15, 2015, I ordered a pre-order item thru the internet from Think Kids. The item was to be in time for Christmas when the order was placed, and the company charged me. I never received the item, and it wasn't until I contacted the company via email on Dec. 30, 2021, that I found out thru their response on the same day, that the item was on back-order. Their response also included that the item may be delivered to them sometime in January 2022. We emailed the company on January 14, 2022, stating that this was unacceptable and we canceled the order. We asked then for a full refund and received an email from the company stated they charged a Restocking fee and a partial refund! How can you charge a restocking fee when even the company selling the item didn't receive them? They can easily cancel the order from where they are getting it from!

  Business response

  01/18/2022

  On 11/15/2021 the customer ordered 1 x *** ******* ***** ****** ***** ***** **** Figure. The customer was charged $16.03 which included the ordered product, shipping, and tax. This product was on pre-order at the time of purchase and still is on pre-order.The customer then contacted us via email on 12/15/2021 requesting an update which was given.On 1/14/2021 the customer requested to cancel their order via email. On 1/15/2022 we refunded the customer for their order. $16.03 minus 10% cancellation fee for a total refund of $14.43. We explained to the customer that we were refunding their order with the 10% cancellation fee as per our pre-order terms and conditions. We include our pre-order terms and conditions on every products detail page that is eligible for pre-order, in the footer section of our website and on our terms of service page which must be agreed to before placing an order.Below is a copy of our pre-order terms and conditions and a link of these terms and conditions on our website.https://thinkkids.store/pre-order-terms-and-conditions/Pre-Order Terms and ConditionsWe do our best to ship all pre-ordered products in accordance with their expected ship date. If the expected ship date changes, we will try our best to let you know.You are responsible to keep your shipping and contact information up to date. If you need to update any of this information, contact us at *******************************You will be charged the full amount upon placing your order. You have 30 days or until the order has shipped to cancel all pre-orders with a 10% cancelation fee. If your order has not shipped within one-year from order date, we will provide a full refund for the product total + shipping at your request.Orders Placed with Pre-Ordered Products IncludedIf you place an order for products that are on pre-order, your entire order will ship once every product is in-stock. If you want the products that are in-stock to ship right away, you must place separate orders.Any questions or concerns can be answered at *******************************We did explain to the customer several times that their order was still on pre-order and would be sent out as soon as soon as we received the ordered product. Pre-ordered products include an estimated ship date. This estimated ship date may unfortunately be delayed due to several factors that may be out of our control. The customer was rude and uncooperative in all correspondence.Attached is a copy of the product detail page in question. At the bottom of this webpage, we have a link to our pre-order terms and conditions.

  Business response

  01/27/2022

  The reason we charge cancelation fees on pre-ordered products is simple. If we pre-order 20 of an item for example and all 20 of them sell, we then pre-order more of the same product.Say 10 out of the original 20 customers cancel their order. We now have 10 products that are not sold with more ordered, soon to be on the way. So, now we have two options. Option 1 is to continue with our order with our distributor and receive more items than we have sold. Option 2 is to cancel so many of these products which comes with a 10%-20% cancellation fee depending on the distributor. Therefore, we charge a 10% cancellation fee as cancelling these orders costs us money either way.This is the first response we received from said customer.” WHERE IS MY ORDER?!?!THIS WAS PLACE ON NOVEMEBR 15TH AND HERE IT IS DECEMBER 30TH!!”This is a rude way to talk to anyone, let alone start a conversation off with. Most customers would send something along the lines of I ordered xxxx product on xxxx date. Can you give me an update as to when my order will ship? Also, this customer has posted 10-20 comments on our social media page which is considered slander.The customer placed their order on November 15th, 2021, for a total amount of $16.03 On January 14th, 2022, said customer requested a refund. On January 15th, 2022, we refunded the customer $14.43 which included a 10% cancellation fee.The customer agreed to our terms and conditions as well as our policy regarding pre-orders when they placed their order and check marked “Yes, I agree with the above terms and conditions” on our checkout page.There is no further action necessary regarding this order. * Attached are screenshots including our mandatory terms and conditions which is located on our checkout page, the customers original order and the orders timeline.

  Customer response

  01/31/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ******** and found that it not worth anymore of my time or money.I have learned a hard lesson in dealing with this company and will never do business with them again As for slander, it is my opinion in dealing with this company.  They said the order was delayed due to shipping industry being crippled.  That may have been true but why weren't customers sent an email informing them of these delays?  Had I not emailed them asking where my order was, I never would have known about the delays.  On the case of delays, there should be no fees of any kind to customers who have to cancel their order.  It is not our fault that they were held up.We consider this matter closed with no further communication from the business.Thank you, BBB, for your aide in trying to solve this matter. 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. ↩