On January 24, I ordered four Therapro Reusable Heat Therapy Packs for my husband. The total cost for the item was $23.96. Each pack is filled with gel which can be warmed in a microwave for heat therapy. The shipping for this item was $15.35.
My husband didn't think the therapy packs met his needs, so I emailed the company for directions to return the four gel packs and subsequently followed their instructions to return the item at a cost of $9.75. I asked the company representative to credit my charge card for returning the i
When this company had not responded after having the return in their possession for over one week, I contacted the company to inquire about my return and the credit I requested. At that time, the company representative informed me that the item had been used and had an odor, so she could offer me a credit of 50% of the item cost or approximately $12.00. My cash outlay was a total of $49.06 including shipping to and from the company.
Of course, the item had been used. It was warmed in the microwave. Further, the item is termed reusable, so it's ludicrous to reduce the item's value by 50% for trying out an item advertised as reusable. Secondly, while the company claims the item had an odor, I have no way of knowing whether the odor was present on one of the company's employees or in their place of business.in addition, the company required a specific protocol to return the item.in effect, between the 50% reduction in the value of the item and high shipping costs to comply with the company's shipping protocol, my credit represented less than 25% of the total cost paid.
I'm sure there are many unscrupulous companies whose practice is to reduce the value of returned items and who charge exorbitant shipping fees. I certainly will check a company's return policies in the future and intend to contact the BBB in this company's area with my complaint of "over the top" shipping as well as the inappropriate devaluing of a reusable product because it was tested by the customer.
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