ComplaintsforSohar's All Season Mower Service, Inc.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called this company last week and spoke to "****" and told him that I was looking for a 15 inch trim reload head for my ego trimmer AH1500. I saw a part that looked right but wanted to be sure. He said YES THAT SHOULD WORK (there are no pictures, and I was very clear that I needed the one with the green lines to work for my model so I can line it up), I was NOT made aware of their unusual return policy and he did NOT say that his recommendation did NOT COUNT in my case. I ordered the part. Order number ********, I paid $26.71 which included $11.49 shipping! The part arrived 8-4-22 and is the WRONG part! NO GREEN LINES AT ALL. I asked my wife **** to call and get a return label to send it back. She did that and received an inner box label only (***) that said refund amount $17.50 which included a restocking fee of $2.28 and NO return label. **** called back again and asked what was going on? The man she spoke to said they charge customers shipping both ways and restocking fees as per their policy UNLESS someone there recommends the wrong part. **** was surprised at this unusual return policy and ended the call and called me again and I told her that I DID SPEAK TO **** AND HE TOLD ME THIS PART SHOULD WORK! **** called back and spoke to **** about this ridiculous situation asking for a courtesy due to the complete lack of clear communication. **** refused her request and said that "he asked me for the numbers off of my unit and that I only gave him the part number I needed (AH 1500 trim reload head)" and this was why he said this part should work, but because I didn't have the trimmer itself in front of me this is this is the reason they are not responsible that it is not the right part. **** ended the call and suggested we ask BBB to help us because this company is not abiding by their policy or putting the customer first to resolve a simple grievance.

  

  Business response

  08/15/2022

  I have reviewed the complaint today Monday, 8/15/2022 after receiving the letter in the mail on Saturday, 8/13/2022.  I have reviewed the information.  There were several notes on the order from the customer service representative **** that the customer would not provide a complete model and serial number of the unit, but that the customer insisted this was the part number that he received from EGO the manufacturer.  **** said, "Yes, it should work then", since the customer stated that he already called the manufacturer to obtain the part number. 

   

  Even with this in mind I have decided to give the customer a full refund of the original order in the amount of $26.71 and have instructed my customer service representative that even though he was trying to be helpful to provide a part that the customer wanted with the part numbers he provided, that he will have to only insist on an exact model and serial number of a unit and look them ourselves to doublecheck.  

   

  As I went to refund Mr. ********** in full for the order and to keep the item, because a return label would cost too much for such a nominal refund, I noticed that he in fact returned the item item already on 8/13/2022 and we received it this morning and issued partial refund minus shipping and the restocking fee (which is visible on our website).  I have refund the additional amount creating two refunds totaling $26.71, the original order total.  I will be unable to send a *** Prepaid Label since the item was already returned, but like I previously stated I would've just decided to refund in full without receiving the item back anyway, so the label would have been not needed.  I hope this is satisfactory to close the complain and I have attached copies of the refunds, along with the shipping label that the customer made and already used before I could answer the BBB claim.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩