Hi,
I purchased FBK's Septic Remedy for my septic system and had no problem with this sale or product to date. A few months after I received this product FBK called and offered a 'deal' on another of their products, Enza Power. The saleswoman explained they would ship me four bottles of Enza Power and I would be able to keep one bottle free and clear, if I decided to keep the other bottles the payment would be $77.90. I informed her that I really wasn't interested, but she insisted that I had nothing to lose and I would receive one bottle free, I could simply return the other three bottles. This went back and forth as I really didn't want the product, but I finally relented and ok'd the shipment. After the shipment arrived I decided not to even open the box as I still had no interest in the product.
I called the company and told them I would like to just return all four bottles to them in the unopened package. The customer service representative told me that I would be responsible for return shipping charges. I instructed him that I was never informed at the point of sale that I would be responsible for return shipping charges, in fact, the saleswoman made it sound very simple to return the items without mentioning shipping charges. The customer service representative told me to take one bottle out to keep and ship the other three back to FBK 4th class postage as it would be the least expensive. I agreed thinking it would only cost a minimal amount to ship the items. The return postage turned out to be $10.31 to ship the items.
I felt this was too much cost for me to absorb to receive my 'free' bottle of Enza Poweer. I again called the customer service department and told them I should have been informed at the point of sale that the return charges would be my responsibility and I felt it was an unfair business practice to neglect to mention this information. The service representative again refused to send a postage paid mail label and they have threatened to send the matter to collections. The retail price of one bottle of Enza Power is $17.95, paying the $10.31 shipping charge does not even get me a 50% discount on the original price, let alone being 'free'. Also, being billed $77.90 means I am not getting any bottles for free (three bottles @ $17.90 per bottle = $53.70) so where is the 'FREE' bottle I was promised? Since I did not receive any satisfaction from customer service I filed a complaint with the Ohio Attorney General Consumer Complaint Division and I am waiting for a response to my complaint.
Beware if you are ordering from this company (or any other as I now know) and be certain to understand the company return policy BEFORE making any purchase. I will keep you updated on this issue.
Thanks
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