Complaints

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attachments for complaint in entirety including documentation. Consumer purchased a dry sink online on Jan 24, 2023. Consumer received in Jan 31, 2023 and called right away to report the sink was damaged. consumer paid $1345.00 for the sink. Consumer disputed the purchase with credit card company who temporarily removed the charge. Credit card company re-applied the charge when company responded that the sink was received in good condition. Company thought the sink was damaged by the shipping company, Pirate Shipping, and since it was insured, the company filed a claim. Consumer states the company received $900 from the shipping company but nothing was returned to the consumer. The sink weighs 110 lbs and to return it as company requested, it will cost the consumer another $360.00. Company stated they were told by Pirate Shipping not to refund the consumer.

  Business response

  04/18/2023

  The customer says she received the antique drysink damaged on January 31, 2023. I told the customer I would file the insurance claim for the damaged item, but it may take a few weeks. I then told the customer she would need to send me pictures of the damaged item, and pictures of all the packaging of the item. She then sent me pictures of the damaged item, NO pictures of the packaging. I asked 5 times for pictures of the packaging for pirate ship to proceed filing the damaged insurance claim with UPS. finally a month later she sent Pictures of the item completely all reboxed. I told the customer that with an active insurance claim pirate ship told me not to refund any money or have the item returned until the claim was decided or it could void the claim. The customer then filed a dispute with her credit card company. I as a business use Square to process all credit card transactions. Square took the $1345 from my account pending an active dispute. In the process of all that Pirate ship got the insurance claim processed for the $900 insurance, but since she filed the dispute with her credit card that takes 90 days. I told the customer to ship the item back and once the dispute is settled I would refund her money. The dispute is to be decided April 26th. She is trying to tell me she called Square and they say there is no active dispute which i have sent her screen shots of it showing the active dispute. Square is not going to tell someone about my account over the phone. I Have tried to settle this with the customer several times but she refuses to ship the item back. I'm sorry but she is not getting a refund and keeping the very repairable item for free. This could have all been settled months ago if she would have sent the pictures when I asked and never filed a dispute with her credit card company. I have every message I sent her and proof of the active dispute if I need to send them, along with her threatening me with her lawyer.

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: it would cost me another $360.00 to return an item I have already paid over $1300,00 for. When a business has damage done in transit with a piece of this size, unfortunately the business may have to take a loss for it. If I spent another $360.00,  then she would pay me what?  I was told she would pay me based on the condition the piece was in when it was returned. How would I know it would not be worse. She then told me to insure it like she did. I wrote a letter to the shipper per the shippers request. They sent her the $900.00. I am a consumer, she is a business. I believe the business has some liability to its consumer to have some responsibility to deliver things in the same condition as they were when purchased. 
  
  Sincerely,
  
  ***** ******

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