ComplaintsforFreedom Mastery

• Initial Complaint

  01/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a dated 2022 planner from freedom mastery (***************************) on 1st December based on their statement that the product would be with me within ***** business days. By the end of December the product still hadn't arrived. I sent six emails between the end of December and first two weeks of January asking for a refund as they had failed to deliver the product I had paid for. In the meantime, I purchased a planner elsewhere as 2022 had already begun. On 17th January the planner arrived. I continued to attempt to contact customer services, this time using a ticketing platform I found. Again, I wanted to return the item for a refund as they had failed to deliver it within the timeframe agreed to render it useful. Had it been an undated planner I could have kept it for the following year, but it was dated. ******** services have completely denied my consumer rights, failed to acknowledge that they didn't deliver on their promise and have refused to offer a refund or any sort of compensation and have simply kept my money.

  Business response

  01/28/2022

  Dear BBB support,

   

  I hope you and all your staff are doing well on your end.

   

  We have been in correspondence with the customer here and I have attached herewith transcript of our conversation with her.

  We have explained to ******** that we have processed and shipped her order in a timely manner but since this is an international order and was placed in December delays had been inevitable.  We had presented to her timeline of tracking history of the parcel and have explained that delay cause was primarily due to the parcel being stuck at customs which we have totally no control of.

  Unfortunately, we cannot refund her as her order has been completed accordingly.

  Thanks for taking the time to read this and I hope you all the best for 2022.

   

  Kind regards,

  *******

  Customer response

  02/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When I purchased the product they stated delivery would take ***** business days. I purchsed based on this agreement. In their response they note that delays were inevitable. Why in this case did they not state this on their website? They could have been honest and said delivery may take up to 8 weeks, or we cannot guarentee any delivery timeframe. I would not have purchased from them if I had known they were not capable of getting the order to me in a timely manner. Over 30 days to deliver a book which I paid $20 postage for is unreasonable. $20 for postage! 

  I have a right to return a product that I am not happy with for a refund. They are refusing to allow me to return the product for a refund. Is this legal?

  Thank you for your consideration.

  ***

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer response

  02/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I am not satisfied with the product and want to return it for a full refund. The business is refusing to take their product back and issue a refund. Im pretty sure this is illegal. If there is no issue with the product as far as they are concerned then why will they not accept a return and issue a refund? The box is unopened, Ive not touched the diary at all. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  02/26/2022

  The customer never requested or contacted us for a return.

  She has kept contacting us to complain late delivery which we have explained the reason for such.  We are always open to requests for return but she never contacted us about it.  We also only have 30-day return policy as stated in our Terms of Service ***************************pages/terms-of-service.  Her order was successfully delivered on 17 January.  We will extend the 30-day return period for her.  She needs to sign the acknowledgement form I have attached herewith and send back to us.  Since she us using this platform for the return request we can reply here for your reference.

  As per our policy, postage costs for returns will have to be covered by the buyer and shipping fee in the original order will be deducted from the refund.  Also, the planner needs to be in its original and salable condition.  

  As soon as we receive the signed acknowledgement form we will generate the return authorization label for the customer. She may choose any courier she wishes to send the planner back to the warehouse but we will need a tracking number from her.  We will also need to examine the planner upon receipt before we can issue her refund.

  We are not trying to make it hard for her but this is our return policy and I guess everyone's policy for business who use e-commerce platform.

  Thank you for hearing us out and for mediating with the buyer and us in resolving this matter.

   

  Kind 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. ↩