ComplaintsforEid Decor LLC
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Complaint Details
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Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an Eid Tree from this seller in December that was marked "in stock." Weeks went by and the seller never provided an update. In late January, the seller sent me a note asking to confirm my shipping address because the package was "refused" by recipient. I confirmed my address and asked what next steps would be and never heard back. I followed up 4 more times with no luck. My wife finally got in touch on Facebook and the seller said since the item was returned, she'd only reship if we paid additional shipping. When we asked for a refund, she kept over $80 to cover her shipping cost. We asked her to send us the original shipping details and I called ups for more info. They said that it appeared the package went to the wrong location by mistake during the holiday rush - the seller apparently mailed the package a month before she first reached out - and the UPS agent said the person that lived at that location must've refused delivery. The ups agent also said that this happens and they have no issue with refunding the shipper - all she has to do is reach out. I told the seller this and she never responded, but she kept almost half of the purchase price and I never got the product. This business is horribly managed and their tactics are borderline criminal. Since ups will offer them a full refund if they do their jobs and call, I want a full refund of my purchase price.Business response
03/07/2022
Business Response /* (1000, 5, 2022/03/02) */ When we received the order from the customer we did ship the item to them for Free. (See attached shipping label ) The customer refused the item according to UPS and they shipped it back to us. When we received the item back , We emailed the customer verifying the mailing address to make sure there was no error on our behalf. The customer did reply back and the address was correct. (See attached doc). The customer did not inform us that they have refused the shipment so we called UPS to open up an investigation. UPS provided us the routing details showing that the customer refused the item and that is why we have received it back. (See attached doc) We have asked UPS to refund us back the shipping charges but since it is not their fault they cannot issue us a refund. UPS charges us shipping the item and for its return. We have informed the customer about the investigation results and shared with them our return policy via our website and explained that since they agreed to our website terms when they made the purchase then we are required to issue a partial refund due to the shipping charges that we have paid. (See attached doc ) I hope this explains this transaction step by step. Yet , I contacted ups again and asked them to look into this again. We opened a case to try resolve this issue and we are waiting on a response back from them. Once i get a response back I will update the customer about the results Consumer Response /* (2000, 7, 2022/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to resolve this successfully outside of the BBB, so I'll accept your response for the sake of closure. However, please note that the address UPS sent this packs to wasn't mine. They confirmed their error on the phone when I called. UPS also stated, over one month later, that the shipper never reached out to inform them of what was going on / inquire about the returned package. Moreover, they stated that their policy is to refund shippers when they promptly reach out in these situations (and that they'd still issue a refund a month later). Had I been informed of this promptly or I received a response to my multiple emails (the one email shared here is the one time I received a response), this whole situation would've been avoided.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.