This online store shipped the wrong item to the customer and yet asked the customer to be responsible for re-stocking and shipping fee.
Email responses from the customer service —
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Hi Amanda,
One of the items received was not the item I ordered. How can I exchange or return it?
Please see the highlighted item from the attachment. The 3rd item was not the black purse ordered.
Please advise how I can proceed with exchange/return.
Thank you
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Dear customer,
Thanks for your mail, it must be something wrong with your order, we are sorry for the inconvenience here. We can change your item if you agree to pay return and resend shipping fee. According to our return and exchange policy, customer is responsible to pay return shipment. Actually, The shipping fee for one pair of item are really high.
Alternatively if you do want one pair better, you can enjoy 20% off for your new order. The discount code was special for u. The price will be similar to the shipping if you return for exchange. Sincerely Customer service
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Hi,
Thanks for the reply. Yes, there was something wrong with my order, and it is obvious that one of your employees made the MISTAKE and shipped the WRONG ITEM. I disagree with the return method stated below. I would agree to pay for the return shipping fee if I was at fault. Since this is at your fault in this case, I don't believe that I am responsible for the shipping fee.
Please escalate to your manager if need to. I would like to speak to the person in charge.
Thank you
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Dear customer,
Thanks for your mail, so sorry for the trouble caused for you. We can exchange the item but please understanding we must receive the item we shipped out.
If you need to exchange the item you must return the item and pay for the shipping fee.
Also we will charge you 25% re-stocking fee.
If yes we will provide a return address asap.
Sincerely
Customer service
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