The Lang Companies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]What the company is missing from my complaint is not providing a return label I'm out $And their additude about this is they don't care, it is what it is! I work for a large mortgage company and we have been trained to ask the customer what they wantWe would never tell a customer oh well that's our policyWe would never ask a customer to pay for a return labelOur company knows that a bad experience you tell times more people and a good experience you tell lessIt's not the principle of the companies return policy it's about doing what right.
Regards,
Lisa ***

The customer wanted to return her order because the event she needed the order for was cancelled. She was informed she could absolutely return the entire order to the address on the packing slip. She contacted up by phone first - we then told her how and where to return it and to call us
back with the tracking number and once we see the package moving, we will refund her credit card the original price from her order. She then sent in an email stating she wanted the shipping cost of this return to be refunded also. In the email we sent back to her we stated (see below) On Mar 7, 2017, at 5:PM, Service wrote: Good Afternoon Lisa, As you stated, Lang does not refund original shipping costs or postage to return items which customers decide they do not want or can not use The postage amount paid to return your items is paid to the carrier you used and not LangWe are happy to issue you credit to your credit card for the amount you paid for the product and taxes as soon as we see the items moving back to our warehouse This customer is upset because we won't refund her the cost of $that she paid to return this to us. OUR return policy states (document attached)She says we are stealing from her and making money off the shipping - the shipping fee she paid to return this order does NOT have anything to do us - this is the fee the USPS charged her. If anything further is needed, please let us know. Kindest Regards,*** *** *** ***,Lynn ***

Review: I ordered 12 Winterberry place mats (867-01 PD) on 12-2-2013. I would like to return these and the packing slip advises that we need to contact Lang to 'start the return' process. I have emailed them 3 times, called twice (was on hold approx 40 min. total) and have not had a response from them. I assume I need a label or a code in order to return the said place mats.

Their policy is that the items must be returned in 30 days. I began the process December 30. I am frustrated that no one will answer an email or the phone.Desired Settlement: I would like to return these place mats and receive a refund for them. I don't even mind shipping and handling price. I just need to know what to do to return them. The amount the place mats came to was $42.84 (approx. as there was a discount of 40% on $71.40).

I would appreciate any help you can give me in securing what I need to do to return these items and receive my discount.

Business

Response:

Good Afternoon,

I spoke with [redacted] on 1-20-2014. I gave her instructions on how to return an item to our company. She will contact me directly on 1-27 when she returns from being out of town to obtain her credit after she provides a tracking number for this return. She was pleased to hear from the Lang Company. Customer was satisfied with result – I asked if I could contact you and close the case – she agreed to this.

If you need any further information, please let me know.

Regards,

Call Center Supervisor

Perfect Timing, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.