Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appe I do not accept the response made by the business to resolve this complaintI have NOT received ANY return products for the items that I have returnedNor have I received any paperwork from them, in regard to a credit at their storeSO, I have no products (candles that I returned), and I have no receipt for a creditTHIS IS UNACCEPTABLE [redacted] ***[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
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.]
First off all in regard to the response from Chelsea Antiques, I would like to correct "their" version of what happenedFirst of all the person who replied to the message, *** ***, I have never spoke to or dealt with in regard to my purchases that were madeI have no idea who this person isSo on the basis of never speaking to him or meeting with him to discuss this, I do not know where he has any right to speak about this matterThe person I spoke to was the ownerHer name is ***He, *** had all his facts wrong in his responseFirst off all, to begin with, I originally returned one candleWhen I got home and opened the box with the candle in it, it completely came apartThe insides of the candle were coming outI did not box this candle up, the store didI also hear them say that they never had a problem with these candles, but yet the day that I was in the store picking out the candles, we could not find two candles that were the same matching colorThey were all slightly different from each otherI asked them if they could find two candles that were close to being the same shade, as I didn't want two different shadesSo sometimes there is a problem with a product to begin with. I immediately called *** to return the one candleI did not return two candles as *** statedHis facts in his reply is so innacurate as again I have never spoken to him about thisOnly ***When I spoke to ***, she said that she would be happy to also reimburse me for shippingShe told me that she would be sending me the check seperatly from the packageShe would send it in an envelopeI let her know what the shipping charges wereI did think it was odd that she wouldn't just put the check for shipping in the box when she was sending me the new candle, but she told me she would mail it to meAlso ***, states that he sent the attached receipt along for proof from UPSI DID NOT USE UPSI used the regular mailSo where did this UPS receipt come fromI live in a very small town, and use the mail service in our townIf I need to get proof from our small post office, I will surely do this. When I called and spoke with ***, she told me she would send me a replacement candle for the one I was sending backI then told her, that I did love the other candle I had purchased at her store, and would like to buy yet another one, so to just ship the replacement candle along with the new candle that I was purchasing. When I received the replacement candle, it was broken exactly the same way the first one was that I had sent backI actually thought that they just sent the candle back to meIt was in my opinion, the same exact broken candleThe other candle that was sent to me, would not workI tried many batteries and it would not light upI then called the store, only to get a machine, (in the middle of the day), and left a message that I would be sending these two candles backI then took these two candles to the post office again, in our small town, Not UPS, as stated by ***I also was not the one who wrapped these candles to be sent backIt was the woman behind the postal counter who wrapped themIf they have a problem with how they were wrapped they need to contact the post officeI watched her package them, and it was fine. This was the second time I was sending candles backI had now sent three candles backNot four, as *** states. I also included the cost of shipping for this package from the post officeI still have not received ANY reimbursement for any shipping, as stated by ***. Since I never heard anything back from the store after sending these packages back, I called and spoke to ***, who then told me that I was a LIARShe TOLD me that I was lying about the candlesShe didn't say anything like I am so sorry this is happening to youShe just called me a LIAR. I told her that I wanted my credit card reimbursed for the candles and she was extremely rude and said I could have an in store creditI then told her after she had just called me a LIAR, many times, that first of all, I live four hours from her storeI only went to her store as I was on vacationIt wasn't like it was just down the road from meI then told her, that since she had called me, a paying customer, a LIAR, many times over the phone, that I would NEVER frequent her store againAn in store credit is not what I wantedEspecially nowI have worked in customer service for years and am retired from the military with years of serviceI have NEVER EVER been spoken to like that beforeIt could have been so easy for her to just credit my account, and be done with it, but when she spoke to me the way she did with no regard to a paying customer, I will never frequent her store againAgain, I have NO IDEA who *** is or where he is getting his facts, but he is wrong in all accounts of the events that happenedI just want my credit card reimbursedThey never ever informed me of a day return period, but I returned the candles immediately as stated
Ms*** did indeed purchase two battery operated candles in July of 2015. For some reason in her statement she only then talks about one being broken, which is true, but the other candle turned out to be defective as well. Since she is seeking a refund for both, I'm not sure why she
would neglect to include this information in her statement. Anyway, Ms*** agreed to send the candles back, and we agreed to get her replacements and send them along with another candle that she requested (plus two other decorative items). Three individuals including myself inspected the new candles, and they were found in perfect condition/working order. The replacements and other items were carefully packaged sent to her on/around 8/1.In regards to reimbursement for Ms*** shipping the broken candles back to us, we never promised her a check but instead we charged her a reduced fee for shipping the replacements since she was also purchasing another candle and two decorative crowns. I've attached a copy of her receipt which shows she was charged only $shipping instead of the $it actually cost to send the items (please see attached UPS receipt). This was supposed to function as a reimbursement for Ms*** sending the defective candles back to us. This of course was all explained to Ms***. Thus she effectively already was reimbursed shipping in the amount of $which I believe was more than what she spent on shipping the two candles back though admittedly I no longer have proof of that.Ms*** then kept the items until they showed up unannounced to our store in mid September. She claims in her statement that she called to let us know she was sending them back, but that is a lie. It was a complete surprise to us. She also claims that she never heard from us. That is also a lie. When we received the second box of candles from her, we tried to call her on multiple occasions to no avail. We also left a message. She never responded until 10/05.The two candles were shoved in a USPS box that was too small for them with no wrapping or packaging and no receipt. The candles she sent back a second time were certainly damaged, but I have no way of knowing when or how they were damaged. They were most likely at least further damaged in being shipped back to us due to the faulty packagaing.When Ms*** finally got back to us on 10/05, she could not offer a reasonable explanation as to how the candles were damaged or why she took so long to contact us about them. Again they were sent on 08/and we never heard about them again until 09/15. On the phone, Ms*** admitted that she used the candles with the only explanation being that she "thought they would be ok."We informed Ms*** that whatever the confusing situation, she was past the day return period which is our policy printed on every sales receipt (see attached). Since she was past that, she has no right to a refund. To help rectify the situation and to show some good faith, we did offer Ms*** store credit. Her response was to hang up the phone.Finally to Ms*** being reimbursed for shipping the second set of candles, we never asked for them back. If there had been some sort of believable explanation as to how this second set of candles was damaged and she had reported it in a timely fashion, we either would have worked out the shipping details, or I would have had her simply dispose of them.Though I understand it could be a very freak occurence, we have sold hundreds of similar candled in the past few years with no issues. That Ms*** could have four candles be defective (after they were inspected by us) is at best suspicious. Setting that aside however, she waited too long to satisfy our return policy which is very clear and very fair.Thank you for your time in this manner,*** ***Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appe
I do not accept the response made by the business to resolve this complaint. I have NOT received ANY return products for the items that I have returned. Nor have I received any paperwork from them, in regard to a credit at their store. SO, I have no products (2 candles that I returned), and I have no receipt for a credit. THIS IS UNACCEPTABLE.
[redacted][To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appeI do not accept the response made by the business to resolve this complaint. I have NOT received ANY return products for the items that I have returned. Nor have I received any paperwork from them, in regard to a credit at their store. SO, I have no products (2 candles that I returned), and I have no receipt for a credit. THIS IS UNACCEPTABLE. [redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]
First off all in regard to the response from Chelsea Antiques, I would like to correct "their" version of what happened. First of all the person who replied to the message, [redacted], I have never spoke to or dealt with in regard to my purchases that were made. I have no idea who this person is. So on the basis of never speaking to him or meeting with him to discuss this, I do not know where he has any right to speak about this matter. The person I spoke to was the owner. Her name is [redacted].. He, [redacted] had all his facts wrong in his response. First off all, to begin with, I originally returned one candle. When I got home and opened the box with the candle in it, it completely came apart. The insides of the candle were coming out. I did not box this candle up, the store did. I also hear them say that they never had a problem with these candles, but yet the day that I was in the store picking out the candles, we could not find two candles that were the same matching color. They were all slightly different from each other. I asked them if they could find two candles that were close to being the same shade, as I didn't want two different shades. So sometimes there is a problem with a product to begin with. I immediately called [redacted] to return the one candle. I did not return two candles as [redacted] stated. His facts in his reply is so innacurate as again I have never spoken to him about this. Only [redacted]. When I spoke to [redacted], she said that she would be happy to also reimburse me for shipping. She told me that she would be sending me the check seperatly from the package. She would send it in an envelope. I let her know what the shipping charges were. I did think it was odd that she wouldn't just put the check for shipping in the box when she was sending me the new candle, but she told me she would mail it to me. Also [redacted], states that he sent the attached receipt along for proof from UPS. I DID NOT USE UPS. I used the regular mail. So where did this UPS receipt come from. I live in a very small town, and use the mail service in our town. If I need to get proof from our small post office, I will surely do this. When I called and spoke with [redacted], she told me she would send me a replacement candle for the one I was sending back. I then told her, that I did love the other candle I had purchased at her store, and would like to buy yet another one, so to just ship the replacement candle along with the new candle that I was purchasing. When I received the replacement candle, it was broken exactly the same way the first one was that I had sent back. I actually thought that they just sent the candle back to me. It was in my opinion, the same exact broken candle. The other candle that was sent to me, would not work. I tried many batteries and it would not light up. I then called the store, only to get a machine, (in the middle of the day), and left a message that I would be sending these two candles back. I then took these two candles to the post office again, in our small town, Not UPS, as stated by [redacted]. I also was not the one who wrapped these candles to be sent back. It was the woman behind the postal counter who wrapped them. If they have a problem with how they were wrapped they need to contact the post office. I watched her package them, and it was fine. This was the second time I was sending candles back. I had now sent three candles back. Not four, as [redacted] states. I also included the cost of shipping for this package from the post office. I still have not received ANY reimbursement for any shipping, as stated by [redacted]. Since I never heard anything back from the store after sending these packages back, I called and spoke to [redacted], who then told me that I was a LIAR. She TOLD me that I was lying about the candles. She didn't say anything like I am so sorry this is happening to you. She just called me a LIAR. I told her that I wanted my credit card reimbursed for the candles and she was extremely rude and said I could have an in store credit. I then told her after she had just called me a LIAR, many times, that first of all, I live four hours from her store. I only went to her store as I was on vacation. It wasn't like it was just down the road from me. I then told her, that since she had called me, a paying customer, a LIAR, many times over the phone, that I would NEVER frequent her store again. An in store credit is not what I wanted. Especially now. I have worked in customer service for 34 years and am retired from the military with 20 years of service. I have NEVER EVER been spoken to like that before. It could have been so easy for her to just credit my account, and be done with it, but when she spoke to me the way she did with no regard to a paying customer, I will never frequent her store again. Again, I have NO IDEA who [redacted] is or where he is getting his facts, but he is wrong in all accounts of the events that happened. I just want my credit card reimbursed. They never ever informed me of a 30 day return period, but I returned the candles immediately as stated.
Ms. [redacted] did indeed purchase two battery operated candles in July of 2015. For some reason in her statement she only then talks about one being broken, which is true, but the other candle turned out to be...
defective as well. Since she is seeking a refund for both, I'm not sure why she would neglect to include this information in her statement.
Anyway, Ms. [redacted] agreed to send the candles back, and we agreed to get her replacements and send them along with another candle that she requested (plus two other decorative items). Three individuals including myself inspected the new candles, and they were found in perfect condition/working order. The replacements and other items were carefully packaged sent to her on/around 8/1.
In regards to reimbursement for Ms. [redacted] shipping the broken candles back to us, we never promised her a check but instead we charged her a reduced fee for shipping the replacements since she was also purchasing another candle and two decorative crowns. I've attached a copy of her receipt which shows she was charged only $5 shipping instead of the $12.94 it actually cost to send the items (please see attached UPS receipt). This was supposed to function as a reimbursement for Ms. [redacted] sending the defective candles back to us. This of course was all explained to Ms. [redacted]. Thus she effectively already was reimbursed shipping in the amount of $7.94 which I believe was more than what she spent on shipping the two candles back though admittedly I no longer have proof of that.
Ms. [redacted] then kept the items until they showed up unannounced to our store in mid September. She claims in her statement that she called to let us know she was sending them back, but that is a lie. It was a complete surprise to us. She also claims that she never heard from us. That is also a lie. When we received the second box of candles from her, we tried to call her on multiple occasions to no avail. We also left a message. She never responded until 10/05.
The two candles were shoved in a USPS box that was too small for them with no wrapping or packaging and no receipt. The candles she sent back a second time were certainly damaged, but I have no way of knowing when or how they were damaged. They were most likely at least further damaged in being shipped back to us due to the faulty packagaing.
When Ms. [redacted] finally got back to us on 10/05, she could not offer a reasonable explanation as to how the candles were damaged or why she took so long to contact us about them. Again they were sent on 08/01 and we never heard about them again until 09/15. On the phone, Ms. [redacted] admitted that she used the candles with the only explanation being that she "thought they would be ok."
We informed Ms. [redacted] that whatever the confusing situation, she was past the 30 day return period which is our policy printed on every sales receipt (see attached). Since she was past that, she has no right to a refund. To help rectify the situation and to show some good faith, we did offer Ms. [redacted] store credit. Her response was to hang up the phone.
Finally to Ms. [redacted] being reimbursed for shipping the second set of candles, we never asked for them back. If there had been some sort of believable explanation as to how this second set of candles was damaged and she had reported it in a timely fashion, we either would have worked out the shipping details, or I would have had her simply dispose of them.
Though I understand it could be a very freak occurence, we have sold hundreds of similar candled in the past few years with no issues. That Ms. [redacted] could have four candles be defective (after they were inspected by us) is at best suspicious. Setting that aside however, she waited too long to satisfy our return policy which is very clear and very fair.
Thank you for your time in this manner,
[redacted]
Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appe I do not accept the response made by the business to resolve this complaintI have NOT received ANY return products for the items that I have returnedNor have I received any paperwork from them, in regard to a credit at their storeSO, I have no products (candles that I returned), and I have no receipt for a creditTHIS IS UNACCEPTABLE [redacted] ***[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
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.]
First off all in regard to the response from Chelsea Antiques, I would like to correct "their" version of what happenedFirst of all the person who replied to the message, *** ***, I have never spoke to or dealt with in regard to my purchases that were madeI have no idea who this person isSo on the basis of never speaking to him or meeting with him to discuss this, I do not know where he has any right to speak about this matterThe person I spoke to was the ownerHer name is ***He, *** had all his facts wrong in his responseFirst off all, to begin with, I originally returned one candleWhen I got home and opened the box with the candle in it, it completely came apartThe insides of the candle were coming outI did not box this candle up, the store didI also hear them say that they never had a problem with these candles, but yet the day that I was in the store picking out the candles, we could not find two candles that were the same matching colorThey were all slightly different from each otherI asked them if they could find two candles that were close to being the same shade, as I didn't want two different shadesSo sometimes there is a problem with a product to begin with. I immediately called *** to return the one candleI did not return two candles as *** statedHis facts in his reply is so innacurate as again I have never spoken to him about thisOnly ***When I spoke to ***, she said that she would be happy to also reimburse me for shippingShe told me that she would be sending me the check seperatly from the packageShe would send it in an envelopeI let her know what the shipping charges wereI did think it was odd that she wouldn't just put the check for shipping in the box when she was sending me the new candle, but she told me she would mail it to meAlso ***, states that he sent the attached receipt along for proof from UPSI DID NOT USE UPSI used the regular mailSo where did this UPS receipt come fromI live in a very small town, and use the mail service in our townIf I need to get proof from our small post office, I will surely do this. When I called and spoke with ***, she told me she would send me a replacement candle for the one I was sending backI then told her, that I did love the other candle I had purchased at her store, and would like to buy yet another one, so to just ship the replacement candle along with the new candle that I was purchasing. When I received the replacement candle, it was broken exactly the same way the first one was that I had sent backI actually thought that they just sent the candle back to meIt was in my opinion, the same exact broken candleThe other candle that was sent to me, would not workI tried many batteries and it would not light upI then called the store, only to get a machine, (in the middle of the day), and left a message that I would be sending these two candles backI then took these two candles to the post office again, in our small town, Not UPS, as stated by ***I also was not the one who wrapped these candles to be sent backIt was the woman behind the postal counter who wrapped themIf they have a problem with how they were wrapped they need to contact the post officeI watched her package them, and it was fine. This was the second time I was sending candles backI had now sent three candles backNot four, as *** states. I also included the cost of shipping for this package from the post officeI still have not received ANY reimbursement for any shipping, as stated by ***. Since I never heard anything back from the store after sending these packages back, I called and spoke to ***, who then told me that I was a LIARShe TOLD me that I was lying about the candlesShe didn't say anything like I am so sorry this is happening to youShe just called me a LIAR. I told her that I wanted my credit card reimbursed for the candles and she was extremely rude and said I could have an in store creditI then told her after she had just called me a LIAR, many times, that first of all, I live four hours from her storeI only went to her store as I was on vacationIt wasn't like it was just down the road from meI then told her, that since she had called me, a paying customer, a LIAR, many times over the phone, that I would NEVER frequent her store againAn in store credit is not what I wantedEspecially nowI have worked in customer service for years and am retired from the military with years of serviceI have NEVER EVER been spoken to like that beforeIt could have been so easy for her to just credit my account, and be done with it, but when she spoke to me the way she did with no regard to a paying customer, I will never frequent her store againAgain, I have NO IDEA who *** is or where he is getting his facts, but he is wrong in all accounts of the events that happenedI just want my credit card reimbursedThey never ever informed me of a day return period, but I returned the candles immediately as stated
We feel that we have offered her a fair compromise that she has refused
Ms*** did indeed purchase two battery operated candles in July of 2015. For some reason in her statement she only then talks about one being broken, which is true, but the other candle turned out to be defective as well. Since she is seeking a refund for both, I'm not sure why she
would neglect to include this information in her statement. Anyway, Ms*** agreed to send the candles back, and we agreed to get her replacements and send them along with another candle that she requested (plus two other decorative items). Three individuals including myself inspected the new candles, and they were found in perfect condition/working order. The replacements and other items were carefully packaged sent to her on/around 8/1.In regards to reimbursement for Ms*** shipping the broken candles back to us, we never promised her a check but instead we charged her a reduced fee for shipping the replacements since she was also purchasing another candle and two decorative crowns. I've attached a copy of her receipt which shows she was charged only $shipping instead of the $it actually cost to send the items (please see attached UPS receipt). This was supposed to function as a reimbursement for Ms*** sending the defective candles back to us. This of course was all explained to Ms***. Thus she effectively already was reimbursed shipping in the amount of $which I believe was more than what she spent on shipping the two candles back though admittedly I no longer have proof of that.Ms*** then kept the items until they showed up unannounced to our store in mid September. She claims in her statement that she called to let us know she was sending them back, but that is a lie. It was a complete surprise to us. She also claims that she never heard from us. That is also a lie. When we received the second box of candles from her, we tried to call her on multiple occasions to no avail. We also left a message. She never responded until 10/05.The two candles were shoved in a USPS box that was too small for them with no wrapping or packaging and no receipt. The candles she sent back a second time were certainly damaged, but I have no way of knowing when or how they were damaged. They were most likely at least further damaged in being shipped back to us due to the faulty packagaing.When Ms*** finally got back to us on 10/05, she could not offer a reasonable explanation as to how the candles were damaged or why she took so long to contact us about them. Again they were sent on 08/and we never heard about them again until 09/15. On the phone, Ms*** admitted that she used the candles with the only explanation being that she "thought they would be ok."We informed Ms*** that whatever the confusing situation, she was past the day return period which is our policy printed on every sales receipt (see attached). Since she was past that, she has no right to a refund. To help rectify the situation and to show some good faith, we did offer Ms*** store credit. Her response was to hang up the phone.Finally to Ms*** being reimbursed for shipping the second set of candles, we never asked for them back. If there had been some sort of believable explanation as to how this second set of candles was damaged and she had reported it in a timely fashion, we either would have worked out the shipping details, or I would have had her simply dispose of them.Though I understand it could be a very freak occurence, we have sold hundreds of similar candled in the past few years with no issues. That Ms*** could have four candles be defective (after they were inspected by us) is at best suspicious. Setting that aside however, she waited too long to satisfy our return policy which is very clear and very fair.Thank you for your time in this manner,*** ***Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appe
I do not accept the response made by the business to resolve this complaint. I have NOT received ANY return products for the items that I have returned. Nor have I received any paperwork from them, in regard to a credit at their store. SO, I have no products (2 candles that I returned), and I have no receipt for a credit. THIS IS UNACCEPTABLE.
[redacted][To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appeI do not accept the response made by the business to resolve this complaint. I have NOT received ANY return products for the items that I have returned. Nor have I received any paperwork from them, in regard to a credit at their store. SO, I have no products (2 candles that I returned), and I have no receipt for a credit. THIS IS UNACCEPTABLE. [redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]
First off all in regard to the response from Chelsea Antiques, I would like to correct "their" version of what happened. First of all the person who replied to the message, [redacted], I have never spoke to or dealt with in regard to my purchases that were made. I have no idea who this person is. So on the basis of never speaking to him or meeting with him to discuss this, I do not know where he has any right to speak about this matter. The person I spoke to was the owner. Her name is [redacted].. He, [redacted] had all his facts wrong in his response. First off all, to begin with, I originally returned one candle. When I got home and opened the box with the candle in it, it completely came apart. The insides of the candle were coming out. I did not box this candle up, the store did. I also hear them say that they never had a problem with these candles, but yet the day that I was in the store picking out the candles, we could not find two candles that were the same matching color. They were all slightly different from each other. I asked them if they could find two candles that were close to being the same shade, as I didn't want two different shades. So sometimes there is a problem with a product to begin with. I immediately called [redacted] to return the one candle. I did not return two candles as [redacted] stated. His facts in his reply is so innacurate as again I have never spoken to him about this. Only [redacted]. When I spoke to [redacted], she said that she would be happy to also reimburse me for shipping. She told me that she would be sending me the check seperatly from the package. She would send it in an envelope. I let her know what the shipping charges were. I did think it was odd that she wouldn't just put the check for shipping in the box when she was sending me the new candle, but she told me she would mail it to me. Also [redacted], states that he sent the attached receipt along for proof from UPS. I DID NOT USE UPS. I used the regular mail. So where did this UPS receipt come from. I live in a very small town, and use the mail service in our town. If I need to get proof from our small post office, I will surely do this. When I called and spoke with [redacted], she told me she would send me a replacement candle for the one I was sending back. I then told her, that I did love the other candle I had purchased at her store, and would like to buy yet another one, so to just ship the replacement candle along with the new candle that I was purchasing. When I received the replacement candle, it was broken exactly the same way the first one was that I had sent back. I actually thought that they just sent the candle back to me. It was in my opinion, the same exact broken candle. The other candle that was sent to me, would not work. I tried many batteries and it would not light up. I then called the store, only to get a machine, (in the middle of the day), and left a message that I would be sending these two candles back. I then took these two candles to the post office again, in our small town, Not UPS, as stated by [redacted]. I also was not the one who wrapped these candles to be sent back. It was the woman behind the postal counter who wrapped them. If they have a problem with how they were wrapped they need to contact the post office. I watched her package them, and it was fine. This was the second time I was sending candles back. I had now sent three candles back. Not four, as [redacted] states. I also included the cost of shipping for this package from the post office. I still have not received ANY reimbursement for any shipping, as stated by [redacted]. Since I never heard anything back from the store after sending these packages back, I called and spoke to [redacted], who then told me that I was a LIAR. She TOLD me that I was lying about the candles. She didn't say anything like I am so sorry this is happening to you. She just called me a LIAR. I told her that I wanted my credit card reimbursed for the candles and she was extremely rude and said I could have an in store credit. I then told her after she had just called me a LIAR, many times, that first of all, I live four hours from her store. I only went to her store as I was on vacation. It wasn't like it was just down the road from me. I then told her, that since she had called me, a paying customer, a LIAR, many times over the phone, that I would NEVER frequent her store again. An in store credit is not what I wanted. Especially now. I have worked in customer service for 34 years and am retired from the military with 20 years of service. I have NEVER EVER been spoken to like that before. It could have been so easy for her to just credit my account, and be done with it, but when she spoke to me the way she did with no regard to a paying customer, I will never frequent her store again. Again, I have NO IDEA who [redacted] is or where he is getting his facts, but he is wrong in all accounts of the events that happened. I just want my credit card reimbursed. They never ever informed me of a 30 day return period, but I returned the candles immediately as stated.
Ms. [redacted] did indeed purchase two battery operated candles in July of 2015. For some reason in her statement she only then talks about one being broken, which is true, but the other candle turned out to be...
defective as well. Since she is seeking a refund for both, I'm not sure why she would neglect to include this information in her statement.
Anyway, Ms. [redacted] agreed to send the candles back, and we agreed to get her replacements and send them along with another candle that she requested (plus two other decorative items). Three individuals including myself inspected the new candles, and they were found in perfect condition/working order. The replacements and other items were carefully packaged sent to her on/around 8/1.
In regards to reimbursement for Ms. [redacted] shipping the broken candles back to us, we never promised her a check but instead we charged her a reduced fee for shipping the replacements since she was also purchasing another candle and two decorative crowns. I've attached a copy of her receipt which shows she was charged only $5 shipping instead of the $12.94 it actually cost to send the items (please see attached UPS receipt). This was supposed to function as a reimbursement for Ms. [redacted] sending the defective candles back to us. This of course was all explained to Ms. [redacted]. Thus she effectively already was reimbursed shipping in the amount of $7.94 which I believe was more than what she spent on shipping the two candles back though admittedly I no longer have proof of that.
Ms. [redacted] then kept the items until they showed up unannounced to our store in mid September. She claims in her statement that she called to let us know she was sending them back, but that is a lie. It was a complete surprise to us. She also claims that she never heard from us. That is also a lie. When we received the second box of candles from her, we tried to call her on multiple occasions to no avail. We also left a message. She never responded until 10/05.
The two candles were shoved in a USPS box that was too small for them with no wrapping or packaging and no receipt. The candles she sent back a second time were certainly damaged, but I have no way of knowing when or how they were damaged. They were most likely at least further damaged in being shipped back to us due to the faulty packagaing.
When Ms. [redacted] finally got back to us on 10/05, she could not offer a reasonable explanation as to how the candles were damaged or why she took so long to contact us about them. Again they were sent on 08/01 and we never heard about them again until 09/15. On the phone, Ms. [redacted] admitted that she used the candles with the only explanation being that she "thought they would be ok."
We informed Ms. [redacted] that whatever the confusing situation, she was past the 30 day return period which is our policy printed on every sales receipt (see attached). Since she was past that, she has no right to a refund. To help rectify the situation and to show some good faith, we did offer Ms. [redacted] store credit. Her response was to hang up the phone.
Finally to Ms. [redacted] being reimbursed for shipping the second set of candles, we never asked for them back. If there had been some sort of believable explanation as to how this second set of candles was damaged and she had reported it in a timely fashion, we either would have worked out the shipping details, or I would have had her simply dispose of them.
Though I understand it could be a very freak occurence, we have sold hundreds of similar candled in the past few years with no issues. That Ms. [redacted] could have four candles be defective (after they were inspected by us) is at best suspicious. Setting that aside however, she waited too long to satisfy our return policy which is very clear and very fair.
Thank you for your time in this manner,
[redacted]
Manager