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Complaint Details
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Initial Complaint
09/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
After returning a product and receiving the refund, I found an inexplicable $1 deficit when checking it against the receipt. Curious about the discrepancy, I mentioned it in an email containing the (very simple) math I used to spot it and asked if I'd made a mistake somewhere. I got a reply that just said "The refund is for the product only. Surcharge and shipping are not refundable." Great! That's exactly what I detailed in the email - subtracting the surcharge and shipping from the total. Unfortunately, I don't think the service rep fully read or understood what I wrote. In trying to explain what I did "wrong", she unwittingly confirmed that I did it RIGHT. Not that I typically find refund amounts particularly tricky to figure out, but now I knew they hadn't subtracted a $1 "return processing fee", etc. By the way, adding the subtotal ("the product only") and the sales tax magically produces the exact same number: $1 more than I was refunded. Perhaps the service rep isn't aware that there's more than one way to get the correct answer here. Anyway, being certain now that they'd made an error, I emailed back the same day. The following week, I did so again. Today marks two weeks in all that have come and gone and I've yet to get another reply...or the $1. I was cordial in all my emails as I understand mistakes happen (and that the Dunning-Kruger effect is a thing), but no one there can seemingly spare so much as a single minute to simply double-check their work or even provide the basic courtesy of a response. Now they may disagree but, in my humble opinion, being shortchanged and subsequently ignored despite politely verbalizing that insight makes for a nice BBB complaint.Business response
10/18/2022
Business Response /* (1000, 5, 2022/09/29) */ Hi , Allow me to apologize for this issue with your recent order. I would like to look into this from our side to get the refund completed asap. Would you mind to contact me at your convenience. Consumer Response /* (2000, 7, 2022/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I must give credit where it's due. Although someone somewhere initially dropped the ball, Mr. ***** from the company deftly picked it up and scored in impressive fashion. Communicating and resolving the issue in a professional and timely manner, he refunded not only the missing $1 but the surcharge and shipping as well, for my troubles. It's unfortunate that things got to where they did before I was able to experience the excellent service the company is clearly capable of providing, but all's well that ends well.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.