ComplaintsforHolland Bar Stool Company

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/11/2021 I ordered A tire cover size 255/70R18, they sent one that was not the right size. I have been trying to comunicate with them to resolve the problem. I called three times they said they sent an email they did not! I called back and they won't answer the phone, at ether number. One numberis ********** which is the number for **************, and the number ********** which is the number of Holland Bar Stool Company. At this time I want my money back, I will return the one they sent me the money is $78.00. Can you help me or should I contact the Attorney General. Thank you.

  

  Business response

  06/02/2021

  Business Response /* (1000, 5, 2021/06/02) */ Contact Name and Title: Amanda CSA Manager Contact Phone: ********** ***** Contact Email: ************************ Hello, Thank you for brining this to our attention. We have had contact with the customer and responded in kind with two emails The customer is responsible for the choosing the correct size in the provided size chart on the site the customer has selected the incorrect size for their cover I have included the email chain below From: Help Sent: Tuesday, June 1, 2021 10:40 AM To: '**************************' <**************************> Subject: RE: Contact Form From: Help Sent: Friday, May 28, 2021 10:47 AM To: ***** **** <*************************>; ************************** Subject: RE: Contact Form *****, We can assist with an exchange. Please note that due to the custom nature of our covers there is an exchange fee of $25.00 that covers the cost of all new materials and the shipping back to you. If you would like to proceed with the exchange, just send your cover to: ******* Barstool CO ATT Exchanges **************************** ******* MI *****. Place a note inside the cover that states you would like to exchange and the size you need with the RA# ******. You can include a check along with the note or good contact information to reach you at if you would prefer to utilize a CC. If you had purchased accessories such as the cable and lock please keep those as they are universal and will work with your new cover. If you would like to return instead, please note that due to the custom nature of our covers there is a restock fee of 20%. To proceed with a return please send your cover to: ******* Barstool CO ATT Returns **************************** ******* MI *****. Place a note inside that states you would like to return along with the RA# ******. Please email us if you have any questions. Thank you, HBS Team From: ***** **** <*************************> Sent: Thursday, May 27, 2021 1:29 PM To: ***** **** <**************************> Cc: Help <************************> Subject: RE: Contact Form *****, Thanks for contacting us. From the looks of your original order which is listed below you selected Size F. I have copied customer service on this order and they can help you make an exchange for a fee. Thanks, ************** ***** ****, Thank you for your order from **************. Once your package ships we will send you a tracking number. You can check the status of your order by logging into your account. If you have questions about your order, you can email us at *******************. Your Order #********** Placed on May 11, 2021, 5:47:17 PM Billing Info ***** **** ************** *******, *****, ********** United States T: *********** Shipping Info ***** **** ************** *******, *****, ********** United States T: *********** Payment Method Credit Card (Authorize.Net CIM) Credit Card (Authorize.Net CIM) Credit Card Type Visa Credit Card Number XXXX-**** Shipping Method Flat Rate - Fixed Items Qty Price Stand For The Flag We Kneel For the Fallen SKU: TCStandKneelFallen Vinyl Colors Black Tire Sizes F Security Please add the Security Grommets & Coated Cable Masterlock No Thanks, I have my own Lock Material Heavy Duty Backup Camera Port No 1 $68.00 Subtotal $68.00 Shipping & Handling $10.00 Grand Total $78.00 We have been trying to assist the customer and our return and exchange policy is due to the custom nature of our covers. We do see that the customer is placing another order with a dealer of ours in the the correct size of Y. Please contact me if you need any further details or have any questions. Thank you for your time. Consumer Response /* (3000, 7, 2021/06/07) */ #1-they did not send any Emails to me. I am returning the cover to them! They are going to charge me 20%, this is a rip off. I well post this on the internet. This is there fault, I am not a happy camper !!! Thank you for your help. Business Response /* (4000, 9, 2021/06/08) */ All of our products are custom made and are printed, cut, and sewn when they are placed. They are made to the specs on the order when the order is placed. We provide size charts on our website to help the customer in ordering, but the customer is ultimately responsible for ensuring they order the correct size. Many custom products are non returnable and non refundable. Our policy of 1) sending the product back to us and paying a $25 exchange fee to receive the correct size (which includes the freight charge for the second cover), or 2) returning the cover to us and paying a 20% restocking fee, are both very reasonable. We are simply asking the customer to share in the expense of the exchange, and to bear some accountability and responsibility for the incorrect ordering of a completely custom made product. The size ordered (F - 29" x 8") vs the size needed (Size Y - 31.25" x 8") aren't even close. We replied directly to the customer's original email on 5/27. Customer service followed up with information on how to return or exchange the cover on 5/28, to the same email address from the original contact. We DID receive a phone call on 6/1, asking about the return/original email. Customer service talked to the customer, verified the email address, and resent the previous email. We did not receive any phone calls after that. I don't know if these emails went to SPAM or some other folder, or if they were ignored, but none came back to us as undeliverable. Additionally, the phone number ********** is not correct. The phone number on ************** is ********** (with a 1, not a 7). We are more than willing to help this customer, but within the policies of our company. As this customer has ordered another one of our covers (different logo, but the correct size, and through one of our distributors), I can't help feel like this isn't as much about us making it right, as it is him trying to get a refund on an incorrectly purchased item he changed his mind on, and trying to get around the fees involved. We are still open to either resolution, but both require the cover to be sent back (at the customer's expense), with documentation on which resolution they choose.

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