I requested a refund from the company. It took an additional 2 weeks and I did not receive the full amount owed.
I purchased a product from this company for the amount of 18.97 on 8/1/2013. I was charged 9.97 for the product and 9.00 for shipping. These funds were withdrawn from my account on the same day and posted on my account two days later (8/3/2013). When ordering on their website, it clearly states in a red box that the shipping method for USPS is unavailable. I receive all mail via USPS to my PO Box, and all ground mail to my physical address. Since their site said they don't use USPS, I entered my physical address for ground mail. I went on vacation from the dates of 8/5/2013-8/11/2013. When I checked my order status on 8/12/2013, I noticed that had indeed used USPS and sent the mail to my physical address, which is in a different city than my PO box and is also past county maintenance, so USPS will not deliver there. I emailed them and asked for a change of address or a reshipment and they advised that I could pick up the package at the post office it was at within 5 days of it arriving there. Being that the tracking stated that it had gotten there on 8/6/2013, and I was writing on 8/12/2013, the five days had passed. The tracking showed that the package was at a standstill in a city over an hour away from my location, and their response to that was to drive up there and pick it up, which I am completely incapable of doing due to my work schedule. I have been trying to resolve the issue ever since. The employees that have been responding via email are very unhelpful. I was told to wait until the package returned to them in order to either reship or refund. For some reason, even though it took five days to get to my area, it took over 3 weeks to return to the company. Once they received it, they told me I could order a new product via their website and recieve my refund after placing the new order. I did not like this idea, considering that would double the amount I was owed, and given their sloppy shipping system, I was very unconvinced that the second product would make it to me, so I requested a refund instead. I had to state that I wanted a refund at least 3 times before they acknowledged my request. I then was told that I would need to be charged a 5.00 refund fee, which I find completely ludicrous considering the situation, but I eventually agreed and said for them to process the refund/return. Given that I was charged 18.97 initially, with a 5.00 charge deducted, I have been expecting a refund of 13.97. The refund I had been waiting on for about a week or so, and when I asked about the delay they replied that it could take up to two months. This does not make sense to me, considering they were able to withdraw my funds from the initial purchase the very same day. Today when I checked my credit card statement, I had my refund - but it was only 4.97. It looks to me that they did not include shipping in the refund, which I did pay for and expect back as well, considering I never received the product due to an error on their part. I have had SO much trouble with these people, they don't answer my messages for days at a time and ignore my requests for a contact phone number. Now that I am still dealing with this problem a month and a half after ordering the product, I feel it is time to contact the BBB and see if I can actually make some progress on this. I have never had an issue like this before with a company. I have of course had mail lost due to my address conflictions, but every company I have ever worked with to resolve the issue did so in a professional and sensible manner. This Dread Head HQ company does not have any system or protocol for situations like this, their site is dysfunctional and misleading, and their customer service is simply not up to par. Please help me resolve this issue - I know it is not a lot of money but considering the headache this has been causing me for the past month, the very least they could do is refund my money.
I will accept either a refund of the amount I am missing from my refund, which appears to be 9.00, or a shipment to a correct mailing address of the product that I initially ordered, with no charge to me, considering that the 9.00 they have kept was for shipping anyway.
Business' Initial Response
I will be glad to assist. The order was returned to us because the address given was an incorrect address. I have provided an image of the package that was returned to us with the sticker from the post office indicating an address problem.
The customer did contact us after the order shipped and requested that we change the address. But as stated in our policies, this is not something we can do after a package has been shipped out. The customer was notified of this and asked to pick up the order at their local post office.
We do offer post office and UPS shipping through our website. I have provided a screen capture of the shipping options displayed when this customers postal code is entered in our checkout. Also, our shipping policies listed on this page show that we do offer Post Office shipping http://www.dreadheadhq.com/shipping
The customer selected the Flat Rate - Typically arrives in 7-14 days.
On our shipping policies page we notify customers that "Free Shipping and Flat Rate shipping are always USPS services."
When the order was returned to us I offered the customer a store credit for the amount of the product $9.97 as a courtesy but the customer wanted the order processed as a return instead. Our order policies and returns policies pages state that shipping charges are not refunded when an order is returned to us and that there is a $5.00 restocking fee on all returned items.
After the shipping charges and $5.00 restocking fee were deducted from the order the credit was $4.97