ComplaintsforAnau Store

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 14, 2023, I placed an order on a website called anau store located in *****. The order was for the amount of $419.25 dlls. Everything was fine with ordering. When I received the order, several boxes were damaged on the edges and others were broken on the inside. that holds the perfume. The products did not come protected. On the website page there are the numbers where you can make your claim and they ask you to send documentation, I sent everything and the company's resolution is that they are not responsible, they do not accept returns, refunds or make replacements. The website does not say that they are not responsible and that you have to do everything with the carrier.?Also on the website appears this:Damage:"In the unlikely event that your product arrives damaged during transit, please provide us with detailed documentation and images of the damage. Without proper documentation, we cannot create a replacement or refund claim. We use appropriate materials to protect our products during shipping, but accidents can happen. Please communicate any issues promptly and include images to support the damage claim at ************ or ************ "Returns:"We offer returns on all orders within 15 days of the ship date for a full refund, minus shipping.To return a product, it must be unopened and in its original sealed packaging. Tester returns are not accepted.Please note that there may be a restocking fee of up to 30% if the bottle is not returned in its original packaging.For certain brands such as Bond 9 and Creed, a 30% deduction from the original value will be applied once the product leaves our store, as these products are not sealed in any plastic packaging.Returns must be sent to our address. "

  Business response

  02/05/2024

  ****** from ANAU Store stated they help the consumers open a claim with the carriers in the event that the box is damaged in transit (BUT NOT THE ACTUAL PERFUME BOTTLES). The perfumes inside are not damaged (this is viewable in photos provided).  ANAU Store assist directly with refunds/ replacements in the event that the perfume bottles are damages such as a nozzle on the item, etc. In this case it is just the outside of the consumer's box, so ****** stated the consumer *** still file a claim with the carrier and they will help her do so. ****** explains that the carrier claim *** take some time and the consumer won't have her money back right away, but if she works with them and is patient, they will be able to come to a resolve. Please call and speak with ****** directly  **************.

  Customer response

  02/16/2024

  In one of the packages you can see how one of the bottles is broken, in addition to the fact that the packaging was all broken inside and damaged on the bottom, half of the boxes were damaged inside and out.
  And in this case only 1 set with damaged perfume.

  Customer response

  02/16/2024

   
  Complaint: 21103461
  In one of the packages you can see how one of the bottles is broken, in addition to the fact that the packaging was all broken inside and damaged on the bottom, half of the boxes were damaged inside and out.
  And in this case only 1 set with damaged perfume.

  Business response

  02/17/2024

  Good afternoon:

  In response once again to customer, we do not refund money on packages that arrive damaged. All merchandise leaves our store in perfect condition, well packed and protected specially those Yara sets that we know are delicate. I attached our policies on damaged packages so you can review it. 

  We offer customers support and help in the event they need to open a claim with transport company, but we do not refund money. Unfortunately, the customer is looking for money compensation. She had never mentioned her intentions to actually follow the policies and open a claim with transport company, if she decides to do so we will be more than happy to help her with the process. 

  Sincerely 

   

  *******************************

  Anau Enterprises CEO

  Customer response

  02/23/2024

   
  Complaint: 21103461
  
  I am rejecting this response because:

  After my claim was submitted the return policy was changed. I add both return policy screenshots on this claim but unfortunately they are in spanish. Initially stayed that if our item arrived damaged, we could get a refund or replacement by providing valid documentation,.  which I did.  

  Secondly I never demand as the only solution getting a refund , we were expecting a replacement or in worse escenario a discount. (Add picture)  

  Yara's sets did not come protected, she never mentioned that the sets were fragile, she doesn't mention it on her website either.

  
  Sincerely,
  
  ***************************

  Business response

  02/23/2024

  We Anau Enterprises are not under any circumstances refunding any money to ***************************. Our Policys are clear and are available to any customer to review prior to ordering. 

  *******, I invite you to submit those other policies from before that according to you were changed after your claim. We have no need to change our policies needless to say that we do not have the time to do so. I attached ALL policies in English and Spanish for your review. 

  As you can imagine you are not the only customer receiving damaged even broken merchandise due to the transport companies. We never had an issue like this before, customers follow policies and issues are resolve promptly with the appropriate claims, documentation and follow *** with transportation companies. Like I said before if you decide to go ahead and open the claim with transport company, we will gladly help you. 

   

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