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Complaint Details
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Initial Complaint
08/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on 7-26-2022 #******,its 8-26-2022 and still didn't receive my item and absolutely no respond to my email.
Business response
09/09/2022
The customer has every right to be upset. We were unaware their order was delayed at the manufacturer, until this notification. The same day, we contacted the manufacturer, forced a new order through and it was delivered on 8/31/2022. Our correspondence to the original email was blocked by the email provider, to which we should have called the customer. This has since been resolved by replacing the employee and creating a new policy in handling bounced emails. A phone call was made to the customer on 9/3 to verify the delivery and our phone number was left for any further issues. We have not heard from the customer, so we have closed the order as completed.Initial Complaint
10/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
1. No way to speak with customer service by telephone. Only email. 2. Shipping info on website misleading. It says that my shipping fee for UPS is $10-$11 dollars . What it does not specify is the buyer must pay to ship the merchandise back and the shipping fee is FAR MORE than $10. I paid $30 to ship merchandise for a return and refund. Then I was also charged for the original shipping fee from the supplier. Therefore. On an order that cost $139, I paid over $40 to return the items for a refund. The website misleads customers to believe the shipping costs back to the supplier are less than what it actually costs. Also, shipping to the customer is not charged when merchandise is bought, but is charged upon refund. Therefore the customer pays for both shipping an returns at a price that is nearly 35% on the total order. I would NEVER have ordered merchandise from this retailer had the costs of shipping been more transparent.Business response
10/22/2021
This message is in response to complaint ID ********:
1. We do not take incoming calls due to a decrease in staffing but the voicemail does direct customers to our email. If there is a major concern or confusion within the email, we will reach out to the customer by phone or the customer may direct us to call them.
2. The shipping information is listed on the website at the top "CLICK HERE TO FIND OUT MORE" and on the order screen. Orders under $99 pay to have their order shipped to them, $10.49 for UPS. The return shipping is to be paid for by the customer unless they receive an incorrect or defective item from us. We are not able to determine the cost of the return shipping because it depends on which carrier they use and the quantity of items being returned.
a) If you are returning non-defective merchandise for an exchange, it is the customer's responsibility to pay for the shipping of the goods back to Super Casuals. No other charges or fees will be applied to your order and you will receive free shipping for the item(s) you requested in exchange.
3. If you return your full order, we do deduct the shipping cost. We offer free shipping on all exchanges, as an incentive. The customer returned her full order.
a) Exchanged items sent to you will be shipped free.
b) If you return any items for a refund from an order that received Free Shipping, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error or item defect.If a customer has a question or concern, they may email and emails are answered within 1-2 business days. The customer did email about returning the items due to the size and not being defective or the incorrect item.
We have basically had the same return policy for over 10 years, which can be found on our website supercasuals.com then select RETURNS on the homepage.
The customer's complaint, we believe, is due to the customer not reading the return policy or not understanding the return policy with no communication before ordering.Sincerely,
Julie D********
Super Casuals, Customer Service
*****@supercasuals.com
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.