I ordered a Wilton Armetale tray for a wedding gift. I was pleasantly surprised at the fast shipping from The Bowl Company. However, when I opened the item, I noticed an obvious flaw on the tray. Also, there appears to be swirl marks on the tray giving it a dull appearance, unlike all of the other Wilton pieces in my collection. It appears to be of "B" or "C" grade stock or possibly a previous return. I contacted the seller and they offered a replacement/refund after I ship the tray back. Since I will not be able to receive in time for the wedding, I'm out double shipping costs - for nothing. I paid shipping to get the item to my location, and now I need to pay to ship it back to them for their screw-up?
Here's the email conversation:
While I apologize for the item not being up to your satisfaction, we do mention that we provide for exchanges or refunds within 30 days of purchase provided the purchaser ships it back to the store. We feel this is more then adequate as if you were to purchase it at a store you would have to make the effort (both time and cost) to return it to the store - they do not come and pick it up for you. Obviously you feel this is inadequate, but we bear the cost of shipping the replacement back to you. All of our items come direct from Wilton and we have served thousands of customers with over 99% of them fully satisfied. Let me know if you have any further questions. Below is our return policy as quoted on Amazon.
The Bowl Company Returns & Refunds
Items may be returned or exchanged within 30 days of purchase and must have all the original packaging. Purchaser is responsible for shipping the package back to us. A refund, less shipping costs will issued once we receive the item. We have a 100% satisfaction guarantee. If you are not satisfied for any reason, we will gladly issue you a refund or exchange the item. We are dedicated to your satisfaction. All orders are fully insured in the event of breakage or loss. Please contact us toll free at 866-My Bowl-7 if you have any questions on an item or shipment.
Bob Dumont
TheBowlCompany.com
866-My Bowl-7 (866-692-6957)
Original Message
From: Amazon Communication Center
To: [email protected]
Cc: [email protected]
Sent: Thursday, August 10 6:30: 03 PM
Subject: Return policy inquiry from Amazon
Hello from Amazon.com.
A potential buyer has sent you the following message about an item you have
for sale on Amazon.com, or about your store at Amazon.com. Please respond
to the individual directly by replying to this e-mail.
Begin message
I find it highly unacceptable that I must pay shipping (again) to return an item that was damaged from the start. The bowl has a very obvious stain that should have been caught from your staff. If these items are second hand or "B" grade, it needs to be noted on the item description. According feedback will be left and I also intend on contacting Amazon regarding this
issue. A simple policy of allowing return shipping to be covered with damaged merchandise would have resolved this issue in its entirety.
End message &
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