Complaint Category: Defective, damaged, or incorrect product received
Complaint: HORRIBLE experience purchasing an item from Concession Obsession through their **** store.
Items were incorrectly represented in their listing & photo and our business had to pay for their mistake. In lead picture showing the items we purchased it featured 3 sets of waffle cone bowls, but only 1 set was included upon arrival.
We asked the seller if the other items were still coming and the representative said that was the full order. When I told them the photo included 3 sets they said, "this is stock photo only," as if I am to deduct from their photo that not only they didn't take it but only one item in the photo is included.
After trying to get a full refund for their mistake, they expected us to pay for return shipping (shipping was listed as free) and a 25% re-stocking fee (which every consumer knows is bogus--especially when it's the company's error.)
The worst part of the experience is the representative handling the dispute was incredibly rude. I'm not making that comment because they didn't agree with how the dispute should be handled, I'm saying that because in back-and-forth messages to try and get this resolved they interjected with things like, "People need to start taking responsibility for their actions." (Directed at me--which is odd because they weren't willing to take responsibility for their misleading listing.)
I contacted the seller directly as well as **** and ****** to try and resolve the issue. Apparently because I used ****** as a guest, as opposed to as a member, I am denied Buyer Protection rights offered through both sites.
Initial Business Response
We are happy to take the item back, as stated In our original communication on Oct 2 we have already offered a full $66 refund. He would have to send it to our office rather than sending it back to our supplier that charges the 25% restock fee. Once the buyer sends this back we will send him a full refund of the $66. Buyer needs to stop any and all verbal or written slander against our company and remove any negative postings that he may have done to date.
There are two other parties to this transaction. **** and ******* The buyer opened a dispute with ****** and ****** ruled in our favor determining "the listing accurately described the item the buyer received". Further the buyer left negative public feedback on our company, and after contacting ****, they agreed that we were in the right and they removed the feedback left by the buyer.
Oct 2 - buyer alerted me that they only received one mold. We responded for them to read the listing again.
Oct 2 - buyer emailed stating that we should include in the description that the item is different from the photo. Had he read the listing description he would see that it already stated there is only one of the molds in this listing. Under item specifics it also says one mold ony. At this point we said we would take the item back, even though this listing states no returns. We asked him to follow our store return policy listed in our **** store.
Oct 2 - another email from buyer claiming that our listing was not clear and deceptive. He refused to follow our return policy, even though we offered to take back an item that clearly states no returns. We even agree to waive the restock fee of 25% that he needed to send it to our Seattle office direct and not back to the Gold medal factory as they assess that restock fee (which is stated in our regular return policy). **** has policies in place that protect the seller when buyers try to force returns and try going around stated return policies. We reported this issue to **** at this time.
Oct 10 - buyer opened a dispute with ******. ****** reviewed information provided by both buyer and seller and reviewed the listing and ruled in our favor.
Oct 17 - ****** case closed in our favor. ****** determined "the listing accurately described the item the buyer received".
Oct. 17 - We noticed that buyer left our company negative public feedback. We contacted the **** resolution team and they reviewed the transaction in detail and determined that we were in the right, and they removed the feedback left by the buyer.
We have agreed to take item back for full refund, even though item states no returns. The major parties to this transaction, **** * ******* have both ruled in our favor after reviewing email messages and the listing in question. We do not feel we were rude towards the buyer, and apologize if this is how it was received. We stand by the statement that people should be responsible for their actions. When issues arise and it is due to a mishap on our end, we always resolve it. This is why we have never had a BBB issue previous, and why for the greater part of 10 years we have maintained a near perfect feedback rating on ****. We can supply supporting documentation for all of the above if needed.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I appreciate the company's attempt at an apology.
They are correct that we opened a dispute with ****** and ****** ruled in their favor. **** however, had numerous representatives admit that the ad was deceptive and they would have thought they were purchasing multiple items instead of just one. Because of **** & ********* relationship, once a case is determined by ****** (or vice versa) their hands are tied.
If needed, we grant permission to contact **** and listen to the phone conversations from our end with their customer services reps discussing this listing. There are 5 conversations in total with **** from us; one begins with, "You're calling because you had a problem with the three waffle cone molds?"
The reason receiving a full refund but not having the return shipping covered is not sufficient is because the difference in cost will not cover the difference in savings from another site, i.e. we still end up spending more in the long run.
When we purchased this item, we went with ConcessionObsession's **** store front because we thought for the difference in cost it would be worth it to have multiple waffle cone makers. My wife looked at the options I presented from ********************* ****** ConcessionObsession.com and others and agreed. We run a busy ice cream shop and thought three waffle cone forming kits at $66 was better than one at ~$45-50.
We have tried multiple times to tell them their listing is misrepresentative from the beginning and they have defiantly refused to update the listing. Their claim is that it is a stock photo, but a stock photo can be found of the only item included in the listing within seconds. We believe someone with the capabilities to run an e-commerce marketplace could fix this situation for future potential buyers within minutes (at most.)
Finally, nothing we have written or included in statements is false or malicious. We have described this case accurately from our vantage point and we have spent this much time and effort on this for two reasons: 1.) to get our full payment plus return shipping covered and 2.) to warn future buyers about our experience if the company is unwilling to 100% accurately list their item. A little humility and a commitment to leaving customers 100% happy can go a long way. Frankly, if someone at our ice cream shop questioned what they received from what they thought they purchased not only would they receive a full refund and apology, but we would tell them to keep the item. Maybe this is apples & oranges, but the principal is the same.
Final Business Response
Hello again, I think I am clear in understanding the buyer has 2 requirements to close out this case.
1. they return the item and will get $66 refund, plus the cost of the freight they pay. We agree to that and they can send it to:
Blaze USA, *** queen **** *** ***** ***** Seattle, WA 98109
if they send us the tracking and a receipt for the freight, we will refund the original payment and then send the freight amount separate, no need for us to wait until it arrives back.
2. buyer has asked us to list it to meet their guidelines, which we understand as changing the photo. Once item is received back, we will take a photo and revise the listing.
Case closed. Thank you.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.