We represent a nonprofit organization and were setting up a domino tournament to raise funds for our program whereby we provide shelter and utility assistance to prevent homelessness. We ordered 10 sets of the deluxe domino set. The item was advertised at a special gift set price of $4.99 each, and the picture showed nice white ivory dominoes inside a brown patent-leather handle case. We paid $49.90 for the item plus $23.00 for shipping charges. When the item arrived it weighed less than one pound and contained mini-size black dominoes with white dots inside tiny wooden boxes. There were 10 of these. I called the customer service number and spoke with a man who said he would have to receive the items back first before he could replace what was sent. I told him we were working against a tight deadline, but he told me I would have to re-purchase the item and then once they received the wrong items, they would make up the difference. I kept insisting that it was their fault and their error and that we should be given the benefit of the doubt, especially since we couldn't afford to send another $72, but he was obstinate. I told him I wanted my full refund and would not do business with them anymore. I had to look up the address on my own to try to get my refund. After I shipped back the wrong items at a shipping charge cost to us, I received the refund from Paypal in the amount of $49.90. I called the same customer service representative to ask where was the refund for the other $28 for all of the shipping charges I incurred due to their error. The representative told me that because I didn't allow them to correct their mistake, I had to eat the shipping and handling charges. I was so angry because I had been taught that the customer is always right, especially when it was the mistake on the part of the business. No matter what I said, the representative would not consent to returning my money. I asked to speak to his supervisor and he simply said, "No." I asked who his supervisor was and he said, "Barney." I asked again to speak to his supervisor; again he emphatically replied, "No." Its appalling to be treated like this from someone in customer service. I couldnt believe they would not return a mere $28 to our nonprofit. It would have been much easier for bewild.com to eat the cost of their own mistake than telling us that we had to do so. $28 may not seem like much to most people, however, our nonprofit is very small and we spent 4 hours outside of Safeway asking people to donate $1 to the organization. Ironically, we raised $28.68. Bewild.com has taught us a costly lesson: we will check with the complaint site and the Better Business Bureaubefore purchasing anything online or dealing with any other business.
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