I purchased an item that was defective. Their return policy does not allow for broken items, but it took several emails and attempted phone calls to get someone to try to authorize a return based on the fact that it was broken and defective upon their shipment to me. They required a photograph of the item which I took and sent. They authorized the return and allowed me to send the item to them (I had to pay). They then emailed me that they couldn't process the return because the item was broken. I replied that yes it was (from the beginning), and they said that there was evidence I used it and they will not accept it. I had not used it and I was never able to assemble it because of the problem.in fact, my initial RMA request was on the day the item was delivered to me! After a few more emails with the company, they are returning the broken unit to me. I complained to the BBB and sought a refund and an apology, directly or posted via their Twitter account. If a refund is not possible, I would be satisfied with a replacement and an apology posted via their Twitter account.
The company's response did not dispute my complaint and simply rewrote that the product had been opened. I responded that those facts were not in dispute but that the product was indeed defective and it was confirmed by their returns office. They then responded saying the exact same thing without any added information. Basically, they made no effort to either further explain their position or seek customer satisfaction. I am a higher ed purchaser and had purchased thousands of dollars from that online retailer yet nothing was done even for that relationship.
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