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Complaint Details
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Initial Complaint
05/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Order # **** Price 779.29 When I spoke with a representative prior to place in the order online on 5/7 they insured me that this was what I needed When I received the order , after opening the box it was corded. I sent an email asking someone to call me. This was on 5/13. No one responded to the email nor called me. On 5/16 I sent another email stating I had not heard back from them and again asked that they call. Again, I did not receive a a call but an email telling me I could send it back but would be responsible for shipping and insurance. I then called them and when the gentleman answered the phone they said how can I help you? I didn’t even know Who I was speaking to, so I asked their name, at that time the Tone of voice changed and said ***** I explained the situation And he said someone would get back to me by phone. I asked when that would be and they said that he didn’t know what time but sometime today. Instead of a phone call I received an email stating that all calls are recorded and that I needed to prove when I called. My comment to him was I do not recall it being recorded, and on top of that, the person that I spoke to, didn’t even give me his name I had to ask. He told me **** said, unless I can prove who I spoke to when I spoke to what phone number I called from that they would not pay for the shipping and insurance , He said that that was the beauty of technology. when I asked him, did you receive my first email he said no at that point, I said well that’s the beauty of technology. Is it not let me forward you my original email. At that point, he said that he was a small business and that he would have to pay out-of-pocket for the shipping and insurance and I was going to report it to the Better Business Bureau and that when the agenda worked for him, it was good but when I prove to him that the beauty of technology does not always work by forwarding him the email I would like a full refund, including shipping and insurance
Business response
05/23/2024
This customer purchased a Dolphin S50 corded pool vacuum from our website. The listing clearly states that this is a plug & play vacuum, not cordless (see attached photo). After the customer received the vacuum they contacted us to initiate a return and said they thought it was a cordless vacuum. We accept the return of unopened/unused/resellable merchandise within 30 days of date of purchase with proof of purchase. For internet sales, the customer is responsible for the cost of return shipping. After the customer was informed of this policy they stated that they called into our store and was told by a member of our staff that the vacuum was cordless and since she was given incorrect information she should not be responsible for the cost of return shipping. All of our incoming calls are logged and recorded by our telephone provider - we investigated the customers accusation and have no record of the purported phone call. We advised the customer that we had no record of the call and if they could provide proof of the date and time of the call that we would be happy to further investigate. To date, the customer has been unable to provide a record of the date and time of the purported phone call which can be easily gathered from her telephone provider.
It is our stance that since the customer is unwilling to provide a record of this call that she is lying about the call in order to not have to pay for the cost of return shipping.
The customer was provided with a return label on May 17th. To date, this label has not been used. We must receive this vacuum in new, resellable condition by June 6th in order to issue a refund. If we do receive the vacuum by that time the customer is entitled to a refund of $589 minus the cost of the shipping label, $78.32, for a total refund of $510.68
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.