ComplaintsforTimberdoodle Company

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had purchased a 1,600.00 7th grade kit from timberdoodle. We decided to go a different route and was told to return all of the boxes. We did as they said. And they contacted us back saying oh this science kit is not refundable and charged us to ship it back to us. We get the box and we get all these materials but no instructions. So when I asked them where are the instructions they said it is in the returned kit. Rendering everything in this box useless!! Without no instructions this company has sent us trash We can't use because we have no clue what it's used for!. They kept ****** charged us to send the box back after we were told to mail it back. Shipping for us was ******. They should have told us that kit was non refundable before we paid to send it back then forced to pay for them to send it back to us. All with no instructions. This is insane and I have spoken with them. I feel completely ripped off by this company. If they don't want this box of materials back it should come with instructions or it's not a complete set!. We want the instructions and a some shipping refund for an extremely over priced box of trash.

  

  Business response

  12/03/2022

  Portions of *********************** Killer's complaints are accurate. She did place an order from us on Oct 31, 2022, for $1,594.50. She then returned it to us. Our return policy is outlined here https://timberdoodle.com/returns, where it clearly states, "All returns are subject to a 15% restocking fee to cover the costs Timberdoodle has paid on your behalf, including the 3% processing fee and the item's original shipping costs." It also boldly states, "All lab kits are non-returnable." 
  
  
  The reason for this policy is that lab kits are not stocked in our warehouse and are drop shipped by another vendor. Many lab kits have perishable items, and we cannot ensure that the items in a returned lab kit box are correct and safe for children. 
  
  
  So when we received *********************** Killer's returned package, she was reminded that we could not accept a returned Lab Kit. In an email dated 11/21/22, ***** responded, "Ship it back. My neighbors son is being homeschooled and same grade. We will give it to them thanks"
  
  
  That sounded like a great solution, so we did as she requested. Because her lab kit was shipped separately to her by another company, the original box was damaged when we received it; we reboxed it and returned it to *****************************/29/22 we received this email "No instructions so how can it instruct?? My husband has a masters in work force education and even he is looking at this kit asking why there are no instructions. No paper on any if it besides an inventory check list. Without instructions on how to use any of this! Without it that makes this trash. I got a box of trash"
  
  
  Both by email and phone call, our employees attempted to explain to ***** that Lab Kits contain no instructions because they are designed to supplement the science curriculum and never designed to stand alone. Our website states, "The Lab Kit for Exploring the Building Blocks of Science Book 7 contains more than 50 of the items that are uncommon household items. This handy kit has virtually all of the more unusual household stocked items in just the quantities you'll need to complete your experiments. Please note: Lab kits are non-returnable."
  
  
  While we provide Lab Kits as a convenience to busy homeschooling moms, many families prefer to gather the items themselves to save money. Purchasing a Lab Kit is not a requirement for using our kits or even for using the recommended science curriculum. Parents and teachers who do not perform the experiments still find the science curriculum of great benefit. 
  
  
  Since that 11/29/22 email, *****'s correspondence has continued to escalate from name calling and mild threats to this her latest, 12/2/22, said, "One thing is for sure... if the BBB doesn't get you ill be getting in my truck and driving straight to you guys then we can hash it out when I get there! How many people have you screwed over today already? Since this is the bs you guys like to do."
  
  
  We have copies of all her correspondence if you need that. We believe that ***** was treated fairly and according to the policies that are stated on our website. We are hopeful that a neutral party can explain to ***** what a Lab Kit is and why it has no instructions and can de-escalate this situation. Thank you!

  Customer response

  12/03/2022

   
  Complaint: 18484194
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** Killer

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