We purchased a new ******** set. 2 pots were scuffed. They sent an exchange, we returned the damaged pots. They stated the pots were used, not damaged
I'm a 60 year old career sales executive and entrepreneur. This ranks with the worst buying experiences of my life, right up there with phony watch hawks in Times Square.
We purchased a new 10-piece All-Clad set for our daughter's birthday. Upon inspecting the set the day it arrived, we found 2 pots scuffed on the bottom. I contacted ****** ********** a member of this family owned company. ****** was very helpful and said she would send an exchange. I was leaving for a one-month vacation and concerned about holding the pieces until I returned. ****** assured me this would not be a problem and she confirmed our agreement by email.
After returning from vacation, I inspected the replacement pieces, and shipped the tow damage pots back. Two days later, *****, their customer service manager emailed me that the returned items had been used and they do not accept returns of used items.
We never used any of the items in the set. Everything is in the original packing. We have documentation and photos. After a heated conversation, in which I was basically called a liar, I tried to remedy by email with no change. ****** never responded to any of the emails. He refused to put ****** on the phone or she refused to get on the call, I'm not sure although I assume the former.
They charged over **** for the two replacement items to my credit card. MetroKitchen stated they are returning the two damaged items to me and expect me to keep the replacement pots as well. We only paid **** for the whole set - nearly double the price.
We expect the original agreement. We keep the two replacements and a refund of the additional ******* charge to our credit card.
The customer contacted us on Feb. 2 and told us that two pans he purchased from us had scuffs on the side. We sent replacements and a return label so that he could return the pans he claimed were damaged. The customer returned them on March 13 and the pans were used, based on the facts that they had more scuff marks and signs of usage than he originally described and he never mentioned that they arrived in a used condition during our conversation on Feb. 2. So we contacted the customer on March 13 to give him the option to return the replacements he purchased, in new and unused condition, or we would have to send back the two used pans and charge him for these pans. Per our return policy, shown on our website and on packing slips that we send with every order, we do not accept used items for return or exchange. The customer contact us and demanded to only speak with the original customer service representative regarding his issue and would not accept an explanation of our return policy from the customer service manager, who was now handling the return at that point. So we charged the customer for the two additional pans and shipped them to the customer.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
MetroKitchine agreed to the March return.
Chronology of events
2/3/14: 10-piece set delivered. Inspected that night and found the bottom the 3 quart and 8 quart pots scuffed on the bottom. Called Metro Kitchen; they were closed and I left a message.
2/4/14: Did not receive a call back. Called Metro Kitchen Tuesday morning and had difficulty getting through. Finally spoke with ****** ********** Atlanta was in the midst of a snowstorm and she was one of a few people working at the company. I explained the two pieces were scuffed. She asked if the set came in separate boxes. The 10-pieces are in one box. She stated she would send an exchange but needed a day or two to get caught up.
2/5/14: Customer service sent a return label. I called ****** to explain I was leaving for the month on 2/6/14 and would not return until 3/4/14. I expressed my concern that we would not be able to return the items for 1-month. ****** said not to worry about it and she shipped the exchange items. She agreed to the March return via email (see copy at bottom, original available upon request).
3/6/14: I attempted to use the link to the ***** label they sent but it had expired. I emailed customer service asking for a new return label. Customer service did not respond.
3/10/14: customer service sent an email asking if we were going to return the damaged items. They did not acknowledge my email of 3/6/14 but did send a replacement label. Both items were shipped on 3/11/14.
3/13/14: customer service emailed me stating these were "used items" and we were not entitled to a refund. These items were never used. We purchased them as a gift for our daughter whose birthday was on 3/6/14 and remain unused as new. This was explained to ****** ********* when the exchange was agreed upon 2/5/14.
The set is in the original box and packing in my daughter's home. ****** ********* refused to get on the phone and never answered any emails regarding this dispute.
That sounds fine. All is noted in the order.
On 2/5/2014 12:52 PM, **** ** **** wrote:
As per our conversation, you will send replacements for the scuffed 3 quart saucepan with lid and 8 quart stockpot with lid. We will return the two damaged items in your boxes when we return from vacation on March 4, 2014.
You are wonderful!
Please acknowledge receipt of this email.
Thank you very much.
From: MetroKitchen.com mailto:**@metrokitchen.com
Sent: Wednesday, January 29, XXXX XX:XX PM
Subject: MetroKitchen.com Order Confirmation #XXXXXX
Final Business Response
The customer contacted us on February 3 claiming there were scuffs on the outside of two pans. We sent the customer a return label and sent out replacements right away.
We received the items that the customer claimed were defective on March 13. The items were used. They had marks and residue on the outside and inside, more severe than what the customer described. There are perfectly round scuff marks on the bottom indicating use on a stove top. There is residue around the rivets on the inner portion of the pans. There are marks in the bottom indicating someone used a cooking utensil in the pan. Per our return policy, we do not take back used items, so we charged the customer for the replacement items and the items that the customer returned to us, and we sent the customer those returned items back to the customer.