Coffeecakes.com
Shipping Charges "not refundable" even when item is defective

I ordered two ceramic travel mugs for Christmas presents. However, the tops on neither would seat properly so they were useless as travel mugs. I discussed this with "Customer Service" the first time in December, I was told they would send replacement lids, but the problem is NOT with the lid, it's the configuration of the cups. I asked that the person who would be sending the lids, "Kay" call me before sending anything. A week or so later I got a message that lids were being sent, but in any case, they never arrived. Jan 20th I called again about the non-appearing lids and the fact that these mugs would never be useful as travel mugs. I was told "Diane" had to OK a return label. At that time I said "I expect a full refund since they don't do what they should." When the label didn't arrive after two days I called again, and had the same conversation. No one said "Oh no, we don't ever refund shipping charges." I certainly would have raised the issue then. When the label finally arrived I returned the mugs. My charge card has been refunded $10 less than the original charge, which I can only presume is the shipping charge since the original packing information did not include any prices. Today I spoke to two people and the upshot is, "It is our policy. We never refund shipping charges." I can understand that if it's a matter of the customer not liking something. But in this case, the mugs simply don't do what they should. I have no doubt that the shipping cost to the company was less than the charge, so this is one way to make money selling defective products. I would never recommend this business to anyone, and will be sure to share my experience with anyone looking to order similar products.

Company: Coffeecakes.com
Country: USA

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