Complaint Items ordered on website have different price on invoice. Order was cancelled almost immed after ordered, they sent anyway and will not take return. On 9/13/2012 purchased items. when i received final invoice noticed the price was different than on website. Sent email dated 9/13 asking to hold off on order and then followed with another asking them to cancel as I started to have concerns re co. we emailed back and forth until yest when they said order had been sent and they don't take returns. I checked tracking info thru Fedex which showed the items had been sent on the 18th, 3 days after I cancelled. They have already taken the money out of my checking acct.
Desired Settlement As I told them I want to return the item unopened to them for a refund. Am told they do not do refunds.
Business' Initial Response ******** first contacted us outside of business hours on September 13th. She requested that we hold off on shipping the order to her since she believed the prices on our site to be different then what she was charged.
We don't delay shipping of orders since we have a streamlined process. We responded the very next day asking her what she meant by this so we could better understand the scenario. We felt that this could be resolved through explaining the pricing issue that she believed occurred. She had chosen an item that she believed to be another item, and therefore resulted in her confusion with the pricing. We explained this in an email on September 14th.
******** did not respond to us until three days later at the end of business hours in which she demanded a refund since she "didn't trust the product anymore."
We have a streamlined process and can't normally pull orders out of shipping and we don't offer refunds normally. We let her know that we would immediately contact our shipping department and attempt to pull this out of shipping until we could resolve this for her. Unfortunately at that time the order had already been shipped.
******** has let us know that she plans on rejecting the order. We do not accept rejected orders. We can not refund the entire order since we do not accept refunds. However in this case we will accept the item in question back in exchange for the proper item that she thought she had ordered.
Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) I can supply copies of emails stating to cancel order on the 13th. I still have not found any notice on site stating they will not refund orders. The order has been sent back to them unopened. If you check the website it still says the item is 28.00, not the 49.00 they charged. Have read more reviews re these products and have lost confidence they will do as website states.
Business' Final Response We had explained this error that ******** made when placing her order previously. Please see this repeated explanation below. ******** states that she was charged $49 for the ********************. On several occasions we have tried to clarify with ******** that the item she selected was indeed a ******************** SET (which is $49) this is what she selected. ******** even emailed us her invoice that showed she selected the ******************** SET. http://www.******************************************* The ******************** is $28 and was not what she had ordered. Seen here http://www.********************************************** They are completely different items and are very difficult to confuse if you pay attention while placing an order. We have also explained to ******** that we have a streamlined system and can't just delay and order. We contacted ******** the next business morning-September 14th (since she originally contacted us September 13th at 11pm-well outside of our 5pm closing )to ask her for further clarification on what she believed was wrong with her order. We strongly felt that this could be worked out well before the order shipped and if need be, exchange the incorrect item for the correct one and refund the difference to ********- if need be. The issue became that ******** did not contact us until almost four days later at the end of the business day on September 17th. We had expected that ********, wanting a resolution would be prompt in her communications. By the time she responded the order was already on its way out of our shipping department. We attempted, although it is not our policy to do so, to stop this order for ********. By that time it was already sent out since this was what she had originally ordered. As mentioned, we do not typically allow refunds of BRTC products. We are more than willing to exchange the incorrect item that ******** selected and exchange it for the one she wanted and refund the difference. We have been and will continue to try to work with ******** to resolve this within our policies.
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