ComplaintsforUrban Sawmilling LLC

• Initial Complaint

  08/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They sold me a Walnut Slab which we picked out and then they sent me a broken and cracked (basically worthless) one after we confirmed 3 times with him which we bought. (**** and switch) He refused to refund us and send the invoice outside of his Esty store to avoid bad reviews and the claims process. Very unethical person and business.

  

  Business response

  08/30/2022

  In regards to *******, we had sent a wood slab he ordered and he was not happy about it. Immediately, he notified me with very vulgar language when it arrived, which I did not appreciate, that he did not like it. I offered to accept his return with full refund or agree to a partial refund at a price he felt was a fair for the wood and keep it. He chose to request $200 refund and he would accept the piece of wood, which I accepted and refunded him right away. Several days later he started to harass me again and asked for another $100 refunded for the wood. At that time I told him we already came to an agreement about compensation and he could ship it back to me to receive a full refund as stated in our shop policies. He stated he would not pay for the shipping and I need to pay for all the shipping again. 
  
  
  Since he agreed to accept this product at a lower price it became his responsibility to pay for shipping for a return to receive a full refund, which I would still gladly do once there is a confirmed tracking number and a photo of the wood not damaged or cut down prior to shipping. Because of his harassing comments I felt he would not honor the return policy our shop has established I feel there needs to be some sort of protection of my product before any full refund is issued, he stated he would not pay for the return of the slab and decided to file complaints against my company. 
  

  I want to fully refund this customer but I need to know our product is coming back in the same condition it was when it was sent out. I have attached a screen shot of our shop policy on returns and the conversation we had where agreements were made then he decided to over reach for more compensation. 

  Customer response

  08/31/2022

   
  Complaint: 17793189
  
  I am rejecting this response because: Urban Sawmilling LLC, never refunded me $200 as he originally offered, it was another lie, My credit card company said it never went through (he cancelled it). Also we never picked out a junk piece of wood like this. And he sent me this one to scam me because we tried to confirm with him a few times and he finally said I sent the one in the photos you picked out (the middle one in the photos) BUT he did NOT he said a totally different slab which we never saw before in very bad condition. So Im not going to pay for shipping (probably $100) when he did this on purpose and committed fraud. The piece of wood had about 6 large cracks down the middle (just on one side) and a knot at the end, all of which are soft and loose, requiring days of labor to remove them and AT LEAST $150 of epoxy to fix. I didn't order this to do a resin piece, I ordered a slab for a table. (Big difference). I'm sorry but this is not normal business ethics and he already deleted our text messages (I wonder why - another cover up). Why did he delete $200 credit we agreed on? why did he lie about a slab of wood? why does he have fake reviews on Etsy (they all bought the exact odd looking slab of wood)? I cant let Urban Sawmilling LLC scam me anymore and he tries to say it's because I was vulgar? I still have all the **** text messages to proof he repeatedly lied and **** was not happy he sent me the Etsy invoice outside of Etsy to not pay taxes and fees. (Trying to make sure Etsy cant file a claim against him I guess). All he had to do was own up to his mistake - say he sent wrong $648 slab upfront and work it out but he keeps lying just like now. Just hard to understand for a few hundred dollars. 
  
  Sincerely,
  
  ***************************

  

  Business response

  09/01/2022

  I will admit that we have not had to make many partial refunds since all our customers, expect ****************, have been completely satisfied with our service and product. I was not aware that I could send to updated invoice showing the refund was sent to put his mind at ease. In his haste, he has now started making false claims questioning our integrity, when in fact, it was a simple matter of timing for an electronic transfer of funds to process. I have attached the screen shots of our square invoicing system showing the activity dates when we had issued the refund on august 25 at 6:01pm, unfortunately it did not complete the transaction until the 30th. I have also attached the updated invoice, which I will be emailing to **************** today. 

  Again, As stated in our shop policies, we are fully willing to accept his return and give a full refund once a picture of the piece of wood is taken prior to shipping to ensure the product is not compromised and a tracking number confirming it has been dropped off for shipping. We will not cover the cost of shipping on the return because first, **************** felt that $200 was compensation enough to keep the wood as it was, and  As a man of my word, I provided that refund immediately. And secondly, he threatened to file claims against us if we did not give another $100 back several days later after an agreement was reached. proof of this statement is attached on my previous response. 

   

  Please send over a picture of the Slab prior to shipping and provide a tracking number with confirmation of drop off and a full refund will be issued. Thank you. 

  Customer response

  09/06/2022

   
  Complaint: 17793189
  
  I am rejecting this response because: I will check with my credit card company to see if I have actually received the credit this time. (I will check) I will NOT pay return shipping. It's interesting how **** Urbancic and Urban Sawmills LLC has a policy which states they will not pay for return shipping? Even after they deliberately sent a wood slab that NO woodworker would pick out because its in such bad condition. This in my opinion this constitutes fraud, why didn't they send photos beforehand? I'm attaching text messages of them saying they send me the one in the photos (I picked out) and he even responded correct, which was NOT true. We never received the slab we paid for. At this point I dont really trust this company for obvious reasons. I certainly would not trust them with a return.
  
  Sincerely, 
  
  ***************************

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