Product arrived damaged and the wrong color. They will not accept return of the product.
I ordered two pair of shutters that were supposed to be Burgundy. When they arrived I was out of town so they were not inspected for several days. Once I opened them, one was cracked and the they were not burgundy in color. They will not return them and said that they tell customers that they should order a color samples to ensure a color match. As I ordered them online I talked to no one that told me that and the page does not state that color matching is an issue and color samples should be purchased to ensure that they match. They now are saying that they will not return the damaged product as I did not inform them within 24 hours of receipt. Again something that is in their return policy on another page and is not shown to the customer while ordering on line. I have ordered hundreds of things on line and have never dealt with a company with such deceptive policies. They deliberately hide these details when ordering online. If I would have known of these policies I would have ordered elsewhere.
I would like a return and refund of the product or replacement of the product with paintable shutters.
Mr. ******* ordered 2 pairs of Custom Louver (Cathedral Top, Center Mullion) 65"x18" *********** - Burgundy Red shutters from buymbs.com on 11/04/2013 at 3:31:44 PM. They were delivered on 11/12/2013 at 6:15 PM. We received an emailed response from Mr. ******* on 11/21/2013 at which time he pointed out he received a cracked shutter and that he wanted to exchange the shutters for a different color that is "paintable".
Modern Builders Supply makes every possible effort to make certain that a customer receives an order without damage, however on occasion there are unforeseen conditions out of our control that may cause damage during the shipping process. Our store policy states "... ALWAYS INSPECT YOUR SHIPMENT PROMPTLY AND REPORT ANY DAMAGED OR MISSING ITEMS TO US WITHIN TWO (2) BUSINESS DAYS! ..." If we do not promptly report damage to our shipping company, we will be unable to receive compensation for the product in a damage claim. Although we did not hear from Mr. ******* for nine days, we still offered to correct the issue by replacing the shutter.
Unfortunately replacing the shutter will not solve Mr. *******'s issue. Mr. ******* would like to return a custom product in exchange for a different color. It is not only BuyMBS.com policy, but also *********** policy (manufacturer of customer shutter) that "Custom Shutters are non-returnable".
In bold letters on the product page (http://buymbs.com/p-534-***********-custom-style-a-louver-vinyl-shutter.aspx) is displayed "Custom Shutters are not returnable". The same statement is also displayed within our Return Policy (http://buymbs.com/t-returns.aspx) that is linked in the footer of every page on our website.
If a specific color was needed to be matched, an image and link to *********** Shutter Samples are displayed on the custom shutter page Mr. ******* purchased from.
We have sold shutters to thousands of satisfied customers nationwide and this is the first complaint we have had. We will be more than happy to work with Mr. ******* to correct the incidental damage that occurred during shipping by sending a replacement Custom Louver (Cathedral Top, Center Mullion) 65"x18" *********** - Burgundy Red Shutter if desired.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
A custom product is not returnable. This is typically a reasonable position. However, in the case of these shutters it is a bit more complicated. When ordering these shutters you have to state design, sizes(height and width), as well as color. In other products such as countertops, blinds, etc.. it is reasonable that once the supplier has the product made to the sizes the customer supplied to the business, they cannot return the product if it is the wrong size or design. In the case of the shutters, I chose the design and size of the shutters as well as choosing the color (burgundy). I would agree that I could not call them up and say I need to return these shutters as they are the wrong size or design, but what I did was tell them the color is wrong, they are not burgundy. They have an orange hue to them. Having the shutters match the color stated is not an unreasonable expectation. The website had color examples on there for customer to look at, the color I received does not match the color on the website.
As far as the return and exchange goes, I travel for work, when I ordered the shutters the website said they were in stock and available for immediate shipment. They did not ship immediately, therefor when I received them I was out of town. There website states that no returns are accepted unless contacted within 24 hours of receipt, (again this is something that is not very clear to the customer until it is gong to work against them). I e-mailed them upon opening the package in regards to the damage and the color. I asked for an exchange and suggested sending the paintable ones so that I could paint them burgundy. That way, the color would be correct. They are correct in saying, replacing the shutters will not solve my problem because they will probably send me the same color shutters that are not the correct color. I do not want to receive a replacement shutter and have the same color problem I currently have. The idea that they can send out a product described as a certain color and not have the color correct is not acceptable. To tell the customer, "well there are many variations of burgundy and that the product must be suppliers definition of burgundy" is not acceptable.
The color variation is too significant to consider within any reasonably acceptable range. I work in plastics, I deal with color matching all of the time. A simple spectrophotometer test of these shutters would have shown that they were not burgundy. Any competent manufacturer would have flagged these samples as off color and not shipped them. Instead they ship them to the customer and say, well we call them burgundy so you have to take them because they are custom and there are not returns is unbelievable. With that type of loose definition they could have sent me any color with a bit of a red hue, called it burgundy and stuck me with them under there "no customer order returns" policy. The policy on the website should state that "any color we send you cannot be returned if it is a custom order." That way I would have known not to purchase from them.
Final Business Response
We have been working with the customer via phone to arrange desired resolution of replacement of the product with paintable shutters.
As of today, I have not received another set of shutters or been contacted by the MBS. Luckily I had put a hold on the payment through my credit card, so I have not had to pay for the items. If not for this action, I would not have had any resolution at all, I would have been stuck with shutters that were the wrong color. MBS has not contacted me to say they are not shipping the replacements due to the credit card hold, or to explain the delay or even to tell me to go pound sand. While MBS paid lip service to the BBB to get them to mark the case as resolved, it is not the case. I still do not have the shutters that they stated they would provide and am now going to have to go to another company to get what I need.