Item ordered via ebay, never received it, nor proof of attempted delivery by FedEx. Paid $125.18, recd refund of $71.56 - I did not rec or keep item
I have already been trying to amicably work this out with Peach Traders for the past several weeks. Under the circumstances, what they did is DISHONEST.
On Jan. 14th I ordered and paid for Item# ************: Nemco 8150-RS1-220 1 LB. Capacity 220 Volt 4" Electric Aluminium Butter Spreader. On Jan 20th, I received an email from Seller that their supplier had shipped vis Fed Ex (tracking number ************) the item and that was the last we heard from them. My husband left US on Feb. 19th for few weeks. When my husband returned, he informed me that the item was still not received. I contacted the seller on March 29th who told me that according to Fed Ex delivery was attempted on Jan 22nd, 23rd and 24th and thereafter WE asked them to hold the package. I asked for proof of attempted delivery and a copy of the door slip which instructed them to hold the package and neither was forthcoming from the seller. When I tried to track the package through a link provided by the Seller ("You can track this shipment by clicking this link: ************"), I received an error message. During the process of resolving this matter with Peach Trader, they sent me an email to confirm my address (*****************, "2nd Fl") and I informed them that there could have been some confusion regarding the "2nd Fl" as we consider the street level to be "1st Fl" and the floor above it to be the "2nd Fl", whereas, some may consider the street level to be "ground fl" and the floor above it to be the "1st Fl". Also, I informed them that the address is not a business address. I tried to amicably resolve the matter with the Seller that we did not "RETURN" the item as we NEVER RECEIVED it and furthermore, we actually want the item because it was intended to be donated to a charity that is why even though we live in US, we ordered an item that is 220V. Without providing any proof of attempted delivery or amicably resolving the matter, the Seller unilaterally decided to KEEP $53.62 of my money and issue a refund of only $71.56 for an item I paid $125.18 and NEVER RECEIVED, claiming that they have a policy of charging 25% restocking fee for "RETURNED" items. I did not "RETURN" the item. Why is the Seller keeping $53.62 of my money and the item??? If FedEx messed up, that's the seller's problem, not mine.
Either they refund the balance of my money, $53.62 or resend the item, as explained before, we want the item, IT WAS NEVER RETURNED
On 01/20/15 the customer was provided a valid link to FedEx tracking number ************. The customer did not call or email at any time in the next few weeks during which FedEx left 3 door tags (on Jan. 23, 24 and 25), held the merchandise for pickup, and eventually returned it to the shipper who received it on 02/11/15. The customer did not complain about being unable to track his shipment or question what happened to it.
We heard nothing until over 2 months after the item was shipped. We provided another link to the tracking information which included the 3 door tag numbers. We confirmed that FedEx did indeed attempt to deliver to the customer-supplied address. We also told her that FedEx stated they had received a call from the recipient on Jan. 28 stating they would come to the FedEx facility to pick the merchandise up. Because of that call, FedEx delayed the return for 10 days.
This item was shipped as directed, was undeliverable, and was returned to the manufacturer. The expenses associated with this attempted delivery (manufacturer's restock and shipping both ways) were the responsibility of the customer who placed this order and provided the delivery address.
The customer has been refunded $71.56 of his initial $125.18. The unrefunded $53.62 is for expenses incurred as a result of attempting to fulfill the order that the customer authorized and did not cancel. They were the cost of the actions taken by the customer and are not refundable.
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund of $71.56 is unacceptable. First, I again reiterate, we DID NOT receive any attempted delivery notices from Fed Ex, so giving instructions to Fed Ex to hold the item is out of the question, nor does Fed Ex's tracking history indicate any such instructions (FedEx Tracking Number ************). It's possible that Fed Ex may have attempted delivery at a wrong address because Seller has categorized us as a business. We are not a storefront or a business. We live in a three story multifamily building. Secondly, why am I being charged an OUTRAGEOUS 43% for no wrongdoing on my part. We patiently waited for the item to be delivered. At no point did the Seller ever reach out to us regarding the failed delivery attempts, even after receiving the item back in stock for several weeks. Despite receiving the item back for more than a month, Seller quietly sat back and kept my $125.18 until we returned from our trip (we were out of the country from mid-Feb til 3rd week in March) and inquired about the item. Based on the foregoing, its evident that the Seller is dishonest and had all intentions of keeping my full money. This is a dishonest Seller with outrageous business policies. Before unilaterally deciding to keep my money, as an experienced Seller, it never once occurred to them, that not everyone is dishonest, that there may actually be a genuine reason behind the failed delivery attempts...that FedEx may have been attempting delivery at the wrong address....it never occurred to them to inform us that they received the item back....it never occurred to them that they are dishonestly keeping a consumer's money....it never occurred to them that $53.62 (43%) is an outrageous amount to unilaterally charge a consumer in the name of processing fee. If this is what their processing fee is, how does this Seller make any profit? Is this their way of making easy money during these tough times? This Seller should be reported to the state for its deceptive and dishonest business practices! Based on how this matter was handled by the Seller, I am sure, I am not their first nor its last dissatisfied customer. All I can say for this Seller is Caveat emptor - Let the buyer beware!
Final Business Response
First of all, the customer needs to understand that FedEx did not notify us of the failed delivery attempts. They did not notify us they were returning the merchandise to the manufacturer. And the manufacturer did not notify us the item had been returned to them. It is ridiculous for a customer to wait over two months to think to mention they had not received merchandise that should have arrived within a few days. Let the buyer be aware!
Secondly, we did not charge them 43%. We expected them to pay all the shipping fees we were charged for the item they had ordered. We also expected them to pay the 25% restock fee we were charged by the manufacturer when we investigated the status of the returned item. There was no profit in this for us.
And finally, this customer also filed a dispute through PayPal which managed to thoroughly mangle the resolution. PayPal was aware that the customer had already been refunded $71.56. They were in agreement that the customer was responsible for the shipping charges for the item they had ordered. Yet they gave the customer a full $125.18 refund. This customer certainly didn't called us about getting too much of our money!
PayPal partially corrected their mistake on our part. They do not plan to correct their mistake on the customer's part. The customer has now received $71.56 more than they paid to begin with. We wonder what this customer, who was so loud in making libelous remarks about us, is planning to do with these undeserved and inappropriate gains.
Final Consumer Response
If the Seller does not have a system in place to know when there is a failed delivery, they SHOULD. If the Seller does not have a system in place to know when their supplier or they have received an item back in stock, they SHOULD....There is seriously something wrong with the Seller's system if even after TWO months they don't know that they have received an item back in stock. Sounds hard to believe for a Seller who has been in business for as long as they have.
Furthermore, as far as the shipping fee is concerned, why should a customer be charged shipping for a product that was never received? And as far as I know, return shipping fees are usually incorporated in the so called "restocking fees"...especially if the Seller has the audacity to charge an outrageous 25%! Moreover, who is the Seller to UNILATERALLY decide, to take and keep a consumer's money even when the consumer repeatedly is telling them that they did not receive the merchandise. In all the years, that Seller has been in business, has Fed Ex never attempted to deliver at the wrong address? I repeatedly tried to amicably work this situation out with the Seller, it was the Seller who tried to take advantage of the situation. When the Seller unilaterally takes a consumer's money, its choked up to their policy...where are the Seller's policies and procedures regarding failed delivery and items received back in stock and kept...along with the consumer's money???
Not that it is any of the Seller's conc