I understand that when I purchase something online that I run the risk of not liking, in this case a table, in person. When the return policy states that I eat shipping to me and the return shipping for a refund, fine. What frustrates me is customer service that sends me on a wild goose chase. I called. How do I do the return? Can I use the postal service, regular USPS? Yes. Great, this should be easy. I spent my entire day re-packaging my table — as not to be charged — putting my box in my tiny car, getting help to carry the box only to find out that USPS does not take this size box. I find this incredibly frustrating that I call customer service, whose sole job is to know the ends and outs of buying and returning Occassionfurniture.com products and I end up wasting my entire day based on their guidance.
When I called back to express my frustration and at the very least, suggest that they eat the shipping fee (not the return shipping), they told me to get lost! It was the principal of the thing. When you're an online company, the only thing going for you is your customer service.
When their website boasts this kind of service: "Whether you are thinking about buying, or you have already made a purchase, our knowledgeable sales and service staff is only a phone call or email away. We're here to serve your needs. Give us a call! You'll never wait on hold! Our team is available from 8:00 am to 9:00 pm EST and 10:00 am to 5:00 pm EST on weekends to get you the answers you need", I expect it. When I don't get it and get the impression that they don't care even after I did spend $350 on the table I kept, I feel ripped off!
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