Vintage Tub & Bath received an email from customer on 12/22/2015 asking for an RMA ( Return Material Authorization) to return the mirrors because her husband wanted one large mirror rather than 2 small mirrors. Vintage Tub & Bath issued the RMA and emailed her the Return information, which...
included the instructions to inspect the product thoroughly because we do not refund for product that arrives back to us damaged.
The product was inspected by our Returns dept. when it was received and found to have damage to the finish, consisting of missing pieces of frame and scratches. The Returns dept. notified our CS dept. on 1/4 to notify the customer that we would not be issuing a refund due to the damage. If customer wanted to have them returned to her she would be responsible for the return shipping or she could file a claim with the shipper that she contracted with to have them returned to us.
When customer was notified via email, she claimed she had called us to report the damage and that is why she wanted to return them, that she received them in that condition. We searched through all the recorded phone calls for a call from her phone number but were unsuccessful in finding one. When we sent the original email trail showing that she had emailed us for the RMA and her reasoning, we then received this complaint.
In an effort to avoid situations such as this, Vintage Tub & Bath sends detailed instructions on how to return items with each RMA issued. Advising customer to inspect them prior to return to be sure that the product is free from visible defects.
If the product had been delivered to customer in that condition, it should have been reported to us within 48 hours of receipt. Doing so would allow us to file a claim with the supplier and the supplier would have sent prepaid return labels to have the product returned at their expense not customers. There was no mention of damage or blemishes by customer when she requested the RMA to return for refund. Even when the RMA document was sent with the instructions, the customer did not advise that the product was damaged or had any blemishes.
Customer has been advised that we will keep the mirrors for 30 days, to allow her to file a claim with her shipping co. for the damage in hopes that she can recoup the funds from the shipper. We have not been advised that she has filed a claim with the shipping co. as of yet.
I ordered a claw foot bath fixture (faucet and shower with shower rod) for over $500 from the company last year. It took a little time for us to install the item but when we did we quickly discovered that it is of incredibly poor quality and continually leaks. Everything was tried to fix it. It is unusable, a $500 piece of trash. So now we are out for the fixture, the plumber, time and parts. I wrote to the company asking for a refund, they never even wrote me back! I called and left a message, no answer.
This company is clearly selling an inferior product and has absolutely no customer service or care for their clients.
We have investigated the customer's complaint and have been in touch with the customer via phone today 06/02/14
The VTB salesrep did make an error in ordering the incorrect faucet, the supplier did ship an inocrrect item and when we tried to get the correct item shipped, found...
that it was out of stock with the supplier. There was an item that was cancelled due to back order after the customer had been advised it was in stock. The customer confirmed that one of the cancelled back ordered items has been refunded via check #[redacted] which has been cashed, for $166.99. The refund check # [redacted] for the balance of $122.98 has been issued and going out in the mail today. This last amount is for the incorrect faucet that was ordered and for the item that was shipped incorrectly. VTB tried to get the correct item shipped to the customer when we were informed of the error but lack of inventory with the suppplier resulted in a cancellation by the customer.
To alleviate any further stress for the customer, VTB has directed the supplier to have [redacted] go to the cusotmers home and pickup the incorrect item as she was not able to return it with the labels the supplier sent.
VTB does not stock all the items offered on our website, most are shipped directly from the suppliers to the customer and most of the time, the orders are processed, picked and shipped without issue. Occasionally there are errors made and VTB works as quickly as possible with supplier and customer to resolve the issue to the customers satisfaction. There are occasions, such as this, where we are unable to make the customer happy and can only try to correct the errors and make the customer whole in regards to refunds and returns.
Upon receipt of this complaint I started checking the details and found that the customer had already been refunded in full. I have tried to reach out to this customer to speak with them in person but have not been successful. I have emailed to the email address provided by the customer, have not...
received a response.
There were two errors that caused this issue, one technical and one human. The technical error is being researched in an effort to try to prevent a future issue such as this. The technical error generated an incorrect report to our Processing dept. advising that the credit card information provided for the order was incorrect. As we know now, the credit card information was correct when the order was initially placed on our website. When the Processing dept. received the report a follow up was assigned to a Customer Service representative to contact the customer to obtain the correct information.
The second error occurred when the customer called and provided the credit card information to the representative. Immediately following the first call the representative received another call on her line and failed to notate the first order correctly which prevented it from being processed.
This error was not discovered until the customer called back to check on the order and advise that the credit card had been charged twice. The Customer Service representative immediately requested that one of the charges be refunded which was done on 05/18 and the order be processed immediately. The order was processed to the supplier, however, when the supplier confirmed receipt of the order we were advised that the product is on back order until July.
The emails the customer refers to are auto generated emails and one was sent on 05/18 confirming the 1st refund. Rather than a tracking email, a back order email was sent on 05/22 advising that the item was on backorder and to notify us if the new expected ship date would not work.
When the customer called back on 05/27 to check on the order, because the emails were not received, Customer Service checked the order for tracking and found the back order date, the same July date that was emailed on 5/22. The customer was upset and demanded that the order be cancelled and the purchase price be refunded, both of which were completed by the end of business on 05/28. The email confirming the refund was sent on 05/28.
Our sincere apologies to the customer for the errors and the frustration they caused but to say that we are “scammers’ is simply not true. Vintage Tub & Bath has been in business since 1993 and have very good Revdex.com, [redacted] and [redacted] ratings. We could not survive in this day and age if we were not an integrity based company. Errors do occur with all companies and when Vintage Tub & Bath makes one, we work hard to make it right for our customer.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:"we have offered to sell a new tub hull at a greatly reduced price. This offer will still be honored if he chooses to accept it."
They have not offered a new tub at greatly reduced price. Nor can my family afford to purchase another tub, let alone pay a plumber to install it. We already are under significant financial hardship from the cost of replacing the sanitary line to our only bathroom. We were without bathing facilities for a month and preferably would like nothing to do with plumbing work in our home ever again.
It makes no sense to me that they claiming to offer to discount a very expensive tub when all I want them to do is pay for a defect to be repaired which would should cost them less.
"In acrylic tubs, the defects are cracks in the acrylic and those cracks do not form circular holes that show a clear point of impact with a straight edge running through the center"
The defect isn't a straight line it's like a tadpole and worms into and upward on a curve to the left into the material in a little termite like fissure. The edges aren't pushed in, they are smooth layers like a sandstone to the touch. It's not a regular shape or channel.
The defect is on a vertical surface and the opening is upward from the bottom of the tub. It's very difficult for me to get a camera angle into and I cannot imagine any sort of tool could get at that awkward angle or alter the surface of the material the way it looks. I've attached another photo trying to show the inside of the defect.
All I want them to do is honor their warranty for a repair. They've commendably done so by sending replacements for two other faulty parts to the shower riser and curtain ring (which to our dismay had cracked & leaked, and has the fasteners rust within a month of ownership) and want them to do the right thing with the tub as well.
I did business with this company because I expected them to provide a better experience and product quality than a big box retailer and I'm disappointed to have to be going through all of this to have things be right.
Regards,
[redacted]
I have reached out to speak with customer but have not received a reply as of yet.
The customer was given incorrect information at the time of the order. The email address that was entered into the account was incorrect, which prevented the customer from receiving the tracking emails.
Due...
to these errors, the correct action for VTB to take is to refund the customer the full purchase price of the sink as we prevented her from being able to comply with our inspection requirements. The customers requested refund was issued on 11/16/2015.
While Vintage Tub & Bath does assist customers with warranty issues, should something happen to a product that is purchased through our co., we do not warrant a product past the manufacturers warranty and we must abide by the manufacturers warranty process.
Our customer did call us...
advising of the issue with the [redacted] range and we did advise her to contact the [redacted] co. for a service call to be scheduled to resolve the issue, as is the process for the [redacted] products. There were multiple calls between our customer and [redacted] and when no progress was made, our customer called Vintage Tub & Bath for assistance. Our CSR did call the [redacted] co. multiple times trying to assist the customer and encountered the same difficulties experienced by the customer.
Our customer then escalated the issue to upper management and I became involved, again multiple calls back and forth between the [redacted] co. and customer, finally [redacted] did find a service co. that would work on the range and our customer has confirmed as of 04/10 that the new part has been installed and the range is working. While she has not baked in the oven yet, the range top is working. Our customer will do some baking and get back in touch with me to advise if she is happy with the baking process.
I cannot say at this time if this complaint is resolved as I am waiting to hear back from the customer.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This customer did indeed receive a damaged tub and VTB agreed
to honor the repair quote.
Unfortunately, the refund was delayed and entered for the incorrect amount
originally, due to new less experienced representatives. As soon as we were advised that the amount
that was...
refunded was incorrect, we immediately refunded the balance and
emailed the customer multiple times to apologize for the error and sent the
documentation showing that the balance had been refunded. The issue was resolved on 04/08/14 the delay was not
intentional as suggested by the customer, it was an honest mistake that we
rectified as quickly as possible.
I have purchased 2 Bathroom mirrors, on December 13, 2015. After the items arrived, I did open one box, and I did not like it. The wood frame did look perfect and smooth. I did return within 30 days of the purchase, with the original box, exactly how it did arrived it. I did pay myself for the return shipping. Now the store is telling me they won't do a refund because the wood frame is not right.Desired Outcome: Received the full price back.
Response to consumer complaint #[redacted]Our records show that the sink the customer ordered was shipped from VTB warehouse in PA on 01/28/2014 and delivered by motor freight on 01/30/2014. There were no communications from customer regarding the sink or condition of it until 04/03/2014 at 9:01am...
to advise that the sink was damaged. The consumer stated that the sink had been inspected at time of delivery but that they did not see any damage and the sink had been stored until 04/02 when they took it into the kitchen into the brighter light. During the first conversation the Customer Service representative advised that a new sink would be sent out and asked the customer to send us pictures of the sink showing the crack.The second call came from the customer at 9:22 am asking if the plumber could go ahead and use the sink and install it, customer was advised not to do so as the sink would probably need to be returned. The customer then called back a 3rd time at 9:37 am and the customer service representative advised that unfortunately, because so much time had passed, a new sink would not be sent out at no charge. The sink was to have been inspected and all shipping damage reported within 48 hours to enable VTB to file a claim with the shipping co. This information is on our Website and emailed to all customers when they order product that is delivered via motor freight. The customer asked if we would stand behind the sink because it was our own brand and was advised that we could offer her a new sink at our cost, the customer did not appear to be interested in that option and hung up. There are no further communications via email or phone calls that we have been able to find since the 04/03/2014 date.The pictures that VTB received, while very blurry, seem to contradict the customer's statement of having the sink installed by the plumber on 03/17/2014. The picture showing the drain hole does not show a drain, just the hole in the sink where the drain would be installed. The customer did not advise during any of the 3 calls that the sink had been installed, in fact, in the second call the customer asked if it was ok for the plumber to go ahead and install the sink.During the first and second call, the customer service representative made the mistake of advising the customer that a replacement would be sent out right away, without checking and confirming the date of shipment and delivery of the sink. Because of this error, VTB has agreed to send the customer a new sink, asking that the customer pay only for the cost of shipping, to which she has agreed. The customer stated that she feels this is an acceptable resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, it is important to note that the sink was installed, BUT not plumbed on March 17th, and I asked VTB Customer Service if it could be plumbed while we waited for a new sink. Thank you for your efforts on our behalf.
Regards,
[redacted]
I have reached out to speak with the customer but have not heard back as of yet.
The customer did receive their order via motor freight on 10/20/2014 and the sink top was damaged and they thought that they had received the wrong pedestal base for the sink but the only picture that was sent was...
a picture of the broken sink. The customer correctly noted the damaged sink on the delivery receipt with the driver at the time of the delivery.
10/29/2014, 9 days later, the customer called to report that the toilet bowl and tank did not match in color and they did not receive a very large number of products that were included with the shipment per the supplier.
Our claims notations indicate that pictures were requested of the color differences in the toilet bowl and tank but were not received.
The customer did send a copy of the delivery receipt in an attempt to prove that they tried to refuse the shipment, but the receipt only shows that the damage was noted.
We did have contact with the customer asking us to reach out to the supplier again to appeal the decision of no refund because the missing items were not reported within 48 hours of delivery, again in this case it was 9 days after delivery.
The supplier again denied our claim and this was to be reported back to the customer, but marked complete in error and customer was not advised of the final decision.. This was an error on VTB's part and because of that error, I have reached out to the customer to see what we can do to try to resolve this to both our satisfaction.
I have not heard back from the customer as of yet and am going to be out of the office until 7/28 would appreciate that this claim does not get closed until I am able to contact the customer again upon my return.
Responding to Complaint ID# [redacted]. Vintage Tub & Bath will send the Mirrors back to the customer so that she can recoup some of her funds by perhaps, selling them on [redacted] or another local outlet. Unfortunately, customer has provided multiple responses regarding this issue. First she advised, via email, that she wanted to return the mirrors because her husband did not like 2 small mirrors and he preferred 1 large mirror soVintage Tub & Bath issued the RMA ( Return Material Authorization) for her authorizing the return of the mirrors. When the mirrors were received and inspected, the Returns dept. found multiple issues with the finish on the wooden frames, we emailed the pictures to the customer advising her to file a claim with the shipping co. as we would not be issuing a refund for the damaged mirrors. When customer received our email with the pictures attached, she then called us and advised that the mirrors had been received damaged and that is why she wanted to return them. There wasn’t any report of damage made to Vintage Tub & Bath, prior to the mirrors being received here for refund. We advised customer that she could file a claim with her shipping co. for the damage and we would hold the mirrors for 30 days for her and make them available for the shipper when they came to inspect them as either [redacted] or [redacted] will do when a damage claim is made. After this last communication, the customer filed the complaint against Vintage Tub & Bath. Vintage Tub & Bath has a fairly lenient Return Policy and when we issue a RMA we also email the customer a document that has return instructions and those instructions advise customers that they should inspect their product prior to returning it as we will not refund for items that are returned to us damaged. At this time, Vintage Tub & Bath will return the mirrors to her, at our expense, so that she may try to sell them locally. Thank you, Leanne L[redacted] | Customer Service Manager
In response to our customers' complaint.
The customer placed the order on the VTB website on 09/18 and called on 09/22 to cancel the order. The VTB CSR tried to cancel with the supplier but was advised that it was too late, the item had shipped. The customer was not able to see the tracking...
information on our site yet, as it had not been sent to VTB yet.
At that time the CSR advised the customer not to refuse the shipment as it would be sent back to the supplier who would charge a much higher restock fee and the return shipping charges. A RMA number ( return material authorization) was created and sent to the customer to return the product to VTB for refund and to reduce the restocking fee that would be assessed.
The first communication from the customer requesting status of the refund, appears to be via email on 10/21. The CSR sent a email to the Returns dept. for status as our records indicated it had not been received yet. The customer did have to send another request for status on 11/21 at which time it was discovered that the shipment was sent back to the suppliers warehouse in GA not to the VTB warehouse in PA.
When this was discovered the CSR started working with our accounting dept. and the supplier to get the necessary documents coordinated to refund the customer. The customer was advised that this process would take awhile longer as the supplier had not given prior authorization for the return and the CSR had to start the process over.
Our accounting dept. issued a refund to the Bill Me Later co. on behalf of the customer on 12/11/14 for the purchase price less the restocking fee that the supplier charged.
I have been in contact with the customer via email, providing documentation of the refund transaction details. The customer indicated that they would be contacting the Bill Me Later co. to resolve the matter of the payment arrangements made at time of purchase.
I believe that there were errors made on both parties. I agree that it should not have taken as long as it did to determine that the product was returned to the incorrect warehouse. If the product had been shipped back to VTB, the refund would not have taken as long as it did. This complaint identified a hole in our refund process for Bill Me Later transactions that is being addressed.
Vintage Tub & Bath received an email from customer on 12/22/2015 asking for an RMA ( Return Material Authorization) to return the mirrors because her husband wanted one large mirror rather than 2 small mirrors. Vintage Tub & Bath issued the RMA and emailed her the Return information, which...
included the instructions to inspect the product thoroughly because we do not refund for product that arrives back to us damaged.
The product was inspected by our Returns dept. when it was received and found to have damage to the finish, consisting of missing pieces of frame and scratches. The Returns dept. notified our CS dept. on 1/4 to notify the customer that we would not be issuing a refund due to the damage. If customer wanted to have them returned to her she would be responsible for the return shipping or she could file a claim with the shipper that she contracted with to have them returned to us.
When customer was notified via email, she claimed she had called us to report the damage and that is why she wanted to return them, that she received them in that condition. We searched through all the recorded phone calls for a call from her phone number but were unsuccessful in finding one. When we sent the original email trail showing that she had emailed us for the RMA and her reasoning, we then received this complaint.
In an effort to avoid situations such as this, Vintage Tub & Bath sends detailed instructions on how to return items with each RMA issued. Advising customer to inspect them prior to return to be sure that the product is free from visible defects.
If the product had been delivered to customer in that condition, it should have been reported to us within 48 hours of receipt. Doing so would allow us to file a claim with the supplier and the supplier would have sent prepaid return labels to have the product returned at their expense not customers. There was no mention of damage or blemishes by customer when she requested the RMA to return for refund. Even when the RMA document was sent with the instructions, the customer did not advise that the product was damaged or had any blemishes.
Customer has been advised that we will keep the mirrors for 30 days, to allow her to file a claim with her shipping co. for the damage in hopes that she can recoup the funds from the shipper. We have not been advised that she has filed a claim with the shipping co. as of yet.
I ordered a claw foot bath fixture (faucet and shower with shower rod) for over $500 from the company last year. It took a little time for us to install the item but when we did we quickly discovered that it is of incredibly poor quality and continually leaks. Everything was tried to fix it. It is unusable, a $500 piece of trash. So now we are out for the fixture, the plumber, time and parts. I wrote to the company asking for a refund, they never even wrote me back! I called and left a message, no answer.
This company is clearly selling an inferior product and has absolutely no customer service or care for their clients.
We have investigated the customer's complaint and have been in touch with the customer via phone today 06/02/14
The VTB salesrep did make an error in ordering the incorrect faucet, the supplier did ship an inocrrect item and when we tried to get the correct item shipped, found...
that it was out of stock with the supplier. There was an item that was cancelled due to back order after the customer had been advised it was in stock. The customer confirmed that one of the cancelled back ordered items has been refunded via check #[redacted] which has been cashed, for $166.99. The refund check # [redacted] for the balance of $122.98 has been issued and going out in the mail today. This last amount is for the incorrect faucet that was ordered and for the item that was shipped incorrectly. VTB tried to get the correct item shipped to the customer when we were informed of the error but lack of inventory with the suppplier resulted in a cancellation by the customer.
To alleviate any further stress for the customer, VTB has directed the supplier to have [redacted] go to the cusotmers home and pickup the incorrect item as she was not able to return it with the labels the supplier sent.
VTB does not stock all the items offered on our website, most are shipped directly from the suppliers to the customer and most of the time, the orders are processed, picked and shipped without issue. Occasionally there are errors made and VTB works as quickly as possible with supplier and customer to resolve the issue to the customers satisfaction. There are occasions, such as this, where we are unable to make the customer happy and can only try to correct the errors and make the customer whole in regards to refunds and returns.
Upon receipt of this complaint I started checking the details and found that the customer had already been refunded in full. I have tried to reach out to this customer to speak with them in person but have not been successful. I have emailed to the email address provided by the customer, have not...
received a response.
There were two errors that caused this issue, one technical and one human. The technical error is being researched in an effort to try to prevent a future issue such as this. The technical error generated an incorrect report to our Processing dept. advising that the credit card information provided for the order was incorrect. As we know now, the credit card information was correct when the order was initially placed on our website. When the Processing dept. received the report a follow up was assigned to a Customer Service representative to contact the customer to obtain the correct information.
The second error occurred when the customer called and provided the credit card information to the representative. Immediately following the first call the representative received another call on her line and failed to notate the first order correctly which prevented it from being processed.
This error was not discovered until the customer called back to check on the order and advise that the credit card had been charged twice. The Customer Service representative immediately requested that one of the charges be refunded which was done on 05/18 and the order be processed immediately. The order was processed to the supplier, however, when the supplier confirmed receipt of the order we were advised that the product is on back order until July.
The emails the customer refers to are auto generated emails and one was sent on 05/18 confirming the 1st refund. Rather than a tracking email, a back order email was sent on 05/22 advising that the item was on backorder and to notify us if the new expected ship date would not work.
When the customer called back on 05/27 to check on the order, because the emails were not received, Customer Service checked the order for tracking and found the back order date, the same July date that was emailed on 5/22. The customer was upset and demanded that the order be cancelled and the purchase price be refunded, both of which were completed by the end of business on 05/28. The email confirming the refund was sent on 05/28.
Our sincere apologies to the customer for the errors and the frustration they caused but to say that we are “scammers’ is simply not true. Vintage Tub & Bath has been in business since 1993 and have very good Revdex.com, [redacted] and [redacted] ratings. We could not survive in this day and age if we were not an integrity based company. Errors do occur with all companies and when Vintage Tub & Bath makes one, we work hard to make it right for our customer.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:"we have offered to sell a new tub hull at a greatly reduced price. This offer will still be honored if he chooses to accept it."
They have not offered a new tub at greatly reduced price. Nor can my family afford to purchase another tub, let alone pay a plumber to install it. We already are under significant financial hardship from the cost of replacing the sanitary line to our only bathroom. We were without bathing facilities for a month and preferably would like nothing to do with plumbing work in our home ever again.
It makes no sense to me that they claiming to offer to discount a very expensive tub when all I want them to do is pay for a defect to be repaired which would should cost them less.
"In acrylic tubs, the defects are cracks in the acrylic and those cracks do not form circular holes that show a clear point of impact with a straight edge running through the center"
The defect isn't a straight line it's like a tadpole and worms into and upward on a curve to the left into the material in a little termite like fissure. The edges aren't pushed in, they are smooth layers like a sandstone to the touch. It's not a regular shape or channel.
The defect is on a vertical surface and the opening is upward from the bottom of the tub. It's very difficult for me to get a camera angle into and I cannot imagine any sort of tool could get at that awkward angle or alter the surface of the material the way it looks. I've attached another photo trying to show the inside of the defect.
All I want them to do is honor their warranty for a repair. They've commendably done so by sending replacements for two other faulty parts to the shower riser and curtain ring (which to our dismay had cracked & leaked, and has the fasteners rust within a month of ownership) and want them to do the right thing with the tub as well.
I did business with this company because I expected them to provide a better experience and product quality than a big box retailer and I'm disappointed to have to be going through all of this to have things be right.
Regards,
[redacted]
I have reached out to speak with customer but have not received a reply as of yet.
The customer was given incorrect information at the time of the order. The email address that was entered into the account was incorrect, which prevented the customer from receiving the tracking emails.
Due...
to these errors, the correct action for VTB to take is to refund the customer the full purchase price of the sink as we prevented her from being able to comply with our inspection requirements. The customers requested refund was issued on 11/16/2015.
While Vintage Tub & Bath does assist customers with warranty issues, should something happen to a product that is purchased through our co., we do not warrant a product past the manufacturers warranty and we must abide by the manufacturers warranty process.
Our customer did call us...
advising of the issue with the [redacted] range and we did advise her to contact the [redacted] co. for a service call to be scheduled to resolve the issue, as is the process for the [redacted] products. There were multiple calls between our customer and [redacted] and when no progress was made, our customer called Vintage Tub & Bath for assistance. Our CSR did call the [redacted] co. multiple times trying to assist the customer and encountered the same difficulties experienced by the customer.
Our customer then escalated the issue to upper management and I became involved, again multiple calls back and forth between the [redacted] co. and customer, finally [redacted] did find a service co. that would work on the range and our customer has confirmed as of 04/10 that the new part has been installed and the range is working. While she has not baked in the oven yet, the range top is working. Our customer will do some baking and get back in touch with me to advise if she is happy with the baking process.
I cannot say at this time if this complaint is resolved as I am waiting to hear back from the customer.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This customer did indeed receive a damaged tub and VTB agreed
to honor the repair quote.
Unfortunately, the refund was delayed and entered for the incorrect amount
originally, due to new less experienced representatives. As soon as we were advised that the amount
that was...
refunded was incorrect, we immediately refunded the balance and
emailed the customer multiple times to apologize for the error and sent the
documentation showing that the balance had been refunded. The issue was resolved on 04/08/14 the delay was not
intentional as suggested by the customer, it was an honest mistake that we
rectified as quickly as possible.
I have purchased 2 Bathroom mirrors, on December 13, 2015. After the items arrived, I did open one box, and I did not like it. The wood frame did look perfect and smooth. I did return within 30 days of the purchase, with the original box, exactly how it did arrived it. I did pay myself for the return shipping. Now the store is telling me they won't do a refund because the wood frame is not right.Desired Outcome: Received the full price back.
Response to consumer complaint #[redacted]Our records show that the sink the customer ordered was shipped from VTB warehouse in PA on 01/28/2014 and delivered by motor freight on 01/30/2014. There were no communications from customer regarding the sink or condition of it until 04/03/2014 at 9:01am...
to advise that the sink was damaged. The consumer stated that the sink had been inspected at time of delivery but that they did not see any damage and the sink had been stored until 04/02 when they took it into the kitchen into the brighter light. During the first conversation the Customer Service representative advised that a new sink would be sent out and asked the customer to send us pictures of the sink showing the crack.The second call came from the customer at 9:22 am asking if the plumber could go ahead and use the sink and install it, customer was advised not to do so as the sink would probably need to be returned. The customer then called back a 3rd time at 9:37 am and the customer service representative advised that unfortunately, because so much time had passed, a new sink would not be sent out at no charge. The sink was to have been inspected and all shipping damage reported within 48 hours to enable VTB to file a claim with the shipping co. This information is on our Website and emailed to all customers when they order product that is delivered via motor freight. The customer asked if we would stand behind the sink because it was our own brand and was advised that we could offer her a new sink at our cost, the customer did not appear to be interested in that option and hung up. There are no further communications via email or phone calls that we have been able to find since the 04/03/2014 date.The pictures that VTB received, while very blurry, seem to contradict the customer's statement of having the sink installed by the plumber on 03/17/2014. The picture showing the drain hole does not show a drain, just the hole in the sink where the drain would be installed. The customer did not advise during any of the 3 calls that the sink had been installed, in fact, in the second call the customer asked if it was ok for the plumber to go ahead and install the sink.During the first and second call, the customer service representative made the mistake of advising the customer that a replacement would be sent out right away, without checking and confirming the date of shipment and delivery of the sink. Because of this error, VTB has agreed to send the customer a new sink, asking that the customer pay only for the cost of shipping, to which she has agreed. The customer stated that she feels this is an acceptable resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, it is important to note that the sink was installed, BUT not plumbed on March 17th, and I asked VTB Customer Service if it could be plumbed while we waited for a new sink. Thank you for your efforts on our behalf.
Regards,
[redacted]
I have reached out to speak with the customer but have not heard back as of yet.
The customer did receive their order via motor freight on 10/20/2014 and the sink top was damaged and they thought that they had received the wrong pedestal base for the sink but the only picture that was sent was...
a picture of the broken sink. The customer correctly noted the damaged sink on the delivery receipt with the driver at the time of the delivery.
10/29/2014, 9 days later, the customer called to report that the toilet bowl and tank did not match in color and they did not receive a very large number of products that were included with the shipment per the supplier.
Our claims notations indicate that pictures were requested of the color differences in the toilet bowl and tank but were not received.
The customer did send a copy of the delivery receipt in an attempt to prove that they tried to refuse the shipment, but the receipt only shows that the damage was noted.
We did have contact with the customer asking us to reach out to the supplier again to appeal the decision of no refund because the missing items were not reported within 48 hours of delivery, again in this case it was 9 days after delivery.
The supplier again denied our claim and this was to be reported back to the customer, but marked complete in error and customer was not advised of the final decision.. This was an error on VTB's part and because of that error, I have reached out to the customer to see what we can do to try to resolve this to both our satisfaction.
I have not heard back from the customer as of yet and am going to be out of the office until 7/28 would appreciate that this claim does not get closed until I am able to contact the customer again upon my return.
Revdex.com:
The business has refunded my credit card account and this complaint has been resolved.
Regards,
[redacted]
Responding to Complaint ID# [redacted]. Vintage Tub & Bath will send the Mirrors back to the customer so that she can recoup some of her funds by perhaps, selling them on [redacted] or another local outlet. Unfortunately, customer has provided multiple responses regarding this issue. First she advised, via email, that she wanted to return the mirrors because her husband did not like 2 small mirrors and he preferred 1 large mirror soVintage Tub & Bath issued the RMA ( Return Material Authorization) for her authorizing the return of the mirrors. When the mirrors were received and inspected, the Returns dept. found multiple issues with the finish on the wooden frames, we emailed the pictures to the customer advising her to file a claim with the shipping co. as we would not be issuing a refund for the damaged mirrors. When customer received our email with the pictures attached, she then called us and advised that the mirrors had been received damaged and that is why she wanted to return them. There wasn’t any report of damage made to Vintage Tub & Bath, prior to the mirrors being received here for refund. We advised customer that she could file a claim with her shipping co. for the damage and we would hold the mirrors for 30 days for her and make them available for the shipper when they came to inspect them as either [redacted] or [redacted] will do when a damage claim is made. After this last communication, the customer filed the complaint against Vintage Tub & Bath. Vintage Tub & Bath has a fairly lenient Return Policy and when we issue a RMA we also email the customer a document that has return instructions and those instructions advise customers that they should inspect their product prior to returning it as we will not refund for items that are returned to us damaged. At this time, Vintage Tub & Bath will return the mirrors to her, at our expense, so that she may try to sell them locally. Thank you, Leanne L[redacted] | Customer Service Manager
In response to our customers' complaint.
The customer placed the order on the VTB website on 09/18 and called on 09/22 to cancel the order. The VTB CSR tried to cancel with the supplier but was advised that it was too late, the item had shipped. The customer was not able to see the tracking...
information on our site yet, as it had not been sent to VTB yet.
At that time the CSR advised the customer not to refuse the shipment as it would be sent back to the supplier who would charge a much higher restock fee and the return shipping charges. A RMA number ( return material authorization) was created and sent to the customer to return the product to VTB for refund and to reduce the restocking fee that would be assessed.
The first communication from the customer requesting status of the refund, appears to be via email on 10/21. The CSR sent a email to the Returns dept. for status as our records indicated it had not been received yet. The customer did have to send another request for status on 11/21 at which time it was discovered that the shipment was sent back to the suppliers warehouse in GA not to the VTB warehouse in PA.
When this was discovered the CSR started working with our accounting dept. and the supplier to get the necessary documents coordinated to refund the customer. The customer was advised that this process would take awhile longer as the supplier had not given prior authorization for the return and the CSR had to start the process over.
Our accounting dept. issued a refund to the Bill Me Later co. on behalf of the customer on 12/11/14 for the purchase price less the restocking fee that the supplier charged.
I have been in contact with the customer via email, providing documentation of the refund transaction details. The customer indicated that they would be contacting the Bill Me Later co. to resolve the matter of the payment arrangements made at time of purchase.
I believe that there were errors made on both parties. I agree that it should not have taken as long as it did to determine that the product was returned to the incorrect warehouse. If the product had been shipped back to VTB, the refund would not have taken as long as it did. This complaint identified a hole in our refund process for Bill Me Later transactions that is being addressed.