I placed on order for a Vermont Castings grill ($1200 grill) on 5/30. It was supposed to be delivered before 6/11 (according to their email confirmation). Homeclick.com charged on 6/1, immediately after I placed the order.
The shipping company contact me on 6/6, and told me the grill would be delivered on 6/7 or 6/8. I confirmed delivery date to be 6/8. My wife stayed at home on 6/8 to wait for delivery. Early evening on 6/8, shipping company call my house and told my wife that they are not able to delivery it on that day. They then asked if they can deliver it on 6/9.
My wife stayed home again on 6/9 to wait for delivery. When the grill arrived, she noticed that the corner of the box was crushed, and there other damages to back and side of the box. Metal parts can be seen through the holes. She refused delivery because the product was damaged. The shipping company took the grill back.
I spoke to your customer service representative, but was told that she had no idea when I would receive a replacement. She told me that the manufacturer has to receive the product first, then inspect it before sending me a replacement. But she has not dates to give me. She also told me that the order can not be canceled. Even after I told her about the Fair Credit Lending Act, which strictly prohibits the vendor from charging a customer, but delay the shipment.
First, I have the right not to receive a damaged product. Second, if damage is incurred during shipping, it is an issue between the shipper and shipping company. The consumer should not even be an involved party. Third, it is unreasonable to expect customer to wait extra long period because shipping issue.
I wrote to Homeclick.com for official reference. According their company policy as stated on your web site:
"We try our best to handle all your inquiries as promptly as possible, during the normal business week, we will respond to you within 48 hours. If you contact us during a weekend or over a major holiday, we will get back to you by the end of the second business day after we receive your request."
My email was sent on 6/10. Four days later, I still have not received any reply from them through email or phone call. It has definitely past their specified response time.
A week later, I was finally able to contact something via email. Jennifer (customer support manager) told me that she did not have any updates on shipping time. She offered to give me a refund in her email reply. I replied to ask her to refund my credit card twice. After that I have not heard anything from them. My credit card was still not refunded another whole week later.
A wise person once told me, "I would rather be in a bad deal with good people, than be in a good deal with bad people." I can tell you right now, Homeclick.com is not one of the "good people".
I would strongly recommend not to buy anything from them, even if their price is the lowest. If you have to, order with a credit card with nice customer dispute support, such as American Express.
0 comments