A Better Snow Plowing Service

Customers order was shipped from NJ on 15th June, an email with the tracking number was immediately sent to the customer. The post office tried to deliver the package to her on 17th June, but since all our goods are shipped full insured and a signature is required at the time of delivery, the...

package could not be delivered to her because she was not available. The package was delivered to her on 18th June. We accept all credit and debit cards, However we do also offer customers a discount when they pay by check, this customer choose to pay by check and get the discount which is why the check payment instructions were sent to her. Customer had a problem with the item, she tried calling us before our business opened, we open late on weekends. I personally called the customer at 1PM in the afternoon on 18th June itself to find out what the problem was and wanted to help her out, but the customer said that she had already shipped the item back. The customer was very well aware of all our policies, before ordering and paying for it, I had personally explained all our policies to her and well as informed her that she can read all our policies in details on our website under the FAQ's section. The customer knew that she had 30 days to return or exchange the item, yet she choose to ship it back, right away within an hour of receiving it, without waiting to hear back from us. It would have made no difference if she would mail the product right away or after 25 days, if she did want the product so urgently, common sense would say that you would not ship it back right away, you would wait to hear back from someone to see what can be done. The problem the customer had with the product could have been very easily fixed in less than 2 minutes had the customer just waited for us to call her back. We shipped the product ordered by the customer, had it delivered on time, customer returned the product back, as per our policy, we charge a 15% re-stocking fee less S&H costs. The product sent to the customer was sent with a proper invoice and a certificate for the diamonds, the customer did not return the original invoice and did not return the diamond certificate either.

Complaint: [redacted]
I am rejecting this response because: He is blatantly lying. He did not give me a payment by credit card option nor did he send me the "Diamond certification". He wants me to return something that I did not receive. As far as him letting me know about his return policy, that is an absolute lie.I have written more than 10 emails asking him to return my money , he refuses to send it unless I agree for the 15% deduction plus $100 for the so called recertification. I was very specific that if I did not receive by 18th of June, I did not want the product. He is now saying that he could have fixed the problem and mailed it back to me. But my event was on the 18th. What use is it for me if he mails it 10 days after the date. He should have checked the product before shipping it to me. According to FTC, since he did not deliver a product( that I could use) I am not bound by his policies. He is violating the law. Since his business is registered in New Jersey, he should have posted his return policy conspiciously. He did not. Nor did he send a Certificate.
I am filing a lawsuit in the Federal Court for Internet Fraud. I had bought the product, trusting the company. He knew his product was not usable and he also knew that if I did not have it by 18th I would return it. He did not provide me with a Certificate to validate the purchase. Now he is trying to charge me for that too. He said that he has been "doing this for a long time" and when I tried to read his return policy to him he said " I am listening to this [redacted]". If the law suit goes public, maybe others will come forward and file a class action law suit. It is not about the money at this point. It is ethics and proper business practice. 
Regards,
[redacted]