My org. Complaint was as follows:
I am disputing the charge of $35.53 billed to me on Nov. 6th 2007 (see encl. 1). I returned the product with the companys permission, they sent Fed Ex at their cost to pick up the product. I was told that I would receive credit. The company ignored my follow up e-mail credit inquiries, I called them several times I was told I would get credit. Today I was told I would not get credit.
I NOT HAVE POSSESSION OF THE PRODUCTS THEY CHARGED ME FOR. The products have been returned and received by the company on Nov. 20 (See encl. 2)
I am therefore forced to dispute this charge. I am not going to pay for products I do not have.
History:
I call Natures Flavors upon receiving my order; I told them I ordered a coke syrup and it tasted and smelled like root-beer.in fact, the whole box smelled like root-beer upon opening it because the syrup had leaked a bit. The "ginger ale" syrup was undrinkable.
I was asked if I had ever ordered from them before - I answered yes. The woman said okay you may return the product and we WILL credit you. She arranged pick up the next day with Fed EX. See attached copy of tracking number 997398100095901 pick up and delivery confirmation.
I waited patiently for my credit. After two weeks, I called the company, and I was told the credit was in the works. After waiting another week, I called again and I was once again told it was in the works. I e-mailed them on several occasions and no one e-mailed me in return. I called 12-11-07 ; I spoke with Alisa and I understood her to say (she was mumbling therefore difficult to understand) the credit would be issued and I would be receiving an e-mail shortly.
I did not receive an e-mail, so I called again today 12-12-07. I asked to speak to Alissa, I was told she was leaving the office. I asked to speak to a supervisor, Jessica said Alisa is the supervisor. I then explained that I will dispute this charge because I cannot be charged for a product I do not have possession of. I then asked to speak to someone over Alisa, I was told, I could not speak to him.
I told Jessica I would contact my Visa company immediately. She said fine.
From the BBB site:
Company's Initial Response - Posted 01/14
Company called stating they had informed consumer of their return policy prior to her shipping her order back. Company states consumer was never promised a refund as she was aware that she would have to pay for return shipping & upon receiving they would determine if the product was of poor quality & if it was a refund of her shipping & product cost would be refunded. But the product was determined to be of quality & nothing was wrong with it, therefore no refund is due to consumer. Company states prior to a customer checking out of their website, when making a purchase it is advised to read over their shipping policy, which states that the customer is responsible for the cost, therefore if consumer would like her product back she will have to pay shipping.
The product was determined to be of quality & nothing was wrong with it, therefore no refund is due to consumer. Consumer must pay shipping if she would like it returned.
Consumer's Rebuttal
Consumer's Rebuttal - Posted 01/25
Thank you for taking the time to review my complaint. For the record, I was told I would receive credit on more than one occasion, and in the many calls I made to them I was NEVER told I would have to pay to get the product back, and the fact remains that I don't have the product I paid for. Also for the record one bottle was leaking (which I also mentioned to the company). Syrup was on the bubble wrap and the cap of the bottle. My husband was witness to that when we opened the box. For that alone, I should have been able to return the product. The company determining good quality is quite subjective. On 12-21-07, visa issued me credit. Thank you for your time.
Company's Final Response
Company's Final Response - Posted 02/01
The Principal of the matter is this customer ordered products that she "did not like" a personal preference, which we clearly state in our Return Policy is non-refundable. The return policy is reviewable prior o confirmation of each online order. The products she ordered are safe for consumption, as determined by company's Quality Control Dept., and are palatable to many other individuals as we do sell many of these syrups. The customer was told a refund would be issued if the Quality Control Dept determined the product to be of poor quality. Our company has not received a charge back letter from Visa to date nor has the Merchant Service Dept. Verified any such refund. Thank you.
I don't know why Nature's flavors couldn't find the credit, I sent a copy of the statement where the credit appears to the BBB here is my e-mail to the BBB:
I do not authorize you to share a copy of statement that I sent to you specifically for the purposes of proving I received a refund. You may only acknowledge that I did in fact receive credit as I sent you a copy of the statement with the credit. I sent it to you for future consumers knowledge. If you don't think consumers should have this information it is not my concern.
I am done with this complaint. I consider it closed.
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