American Bargain

American Bargain

 

 

 

1/14/2014

 

Revdex.com

4428 N. 12th Street

Phoenix, AZ...

85014-4585

 

Complaint ID # [redacted]

 

Dear Revdex.com,

 

American Bargain received a letter of complaint from one of our customers requesting our response.  The customer contacted us on 10/25/2013 requesting a return for a damaged product.  American Bargain approved the request and sent our return steps and conditions (please refer to the attached returned policy).  On 11/3/2013 we received the return and inspected the shoes as we normally do. However, we found the product was not only damaged as the customer claimed but also worn by the customer so much so that the bottom of shoes, which were once bright pink, now were black. 

 

We consulted [redacted]’s Seller Support team and we were advised that based on the condition of the returned item, we had the right to refuse a refund.  Thus, we took photos of the shoes (please refer to the attached photos) and sent them to the customer along with an email explaining that the shoes received were no longer subject to a refund because the customer did not adhere to our return policy.  The customer replied to our email explaining their frustration and informing us that they will contact their credit card company. 

 

That same day the customer decided to leave us negative feedback on our [redacted] store page and also opened up a claim against us on the site. We represented our case to [redacted] decided that our interaction with the customer was correct and thus they closed the case. On 11/6/2014 the customer decided to open up a chargeback claim against us with their bank via [redacted].  We once again represented ourselves with the facts. The bank also sided with us and did not grant the customer the chargeback they were seeking.   

 

According to the customer statement presented by the Revdex.com, the customer claims that American Bargain in its response to the bank denied receiving the shoes; however, this is not the case.  American Bargain never denied receiving the shoe, on the contrary we did receive the shoes and based on the condition of the shoes we refused to issue a refund.  We have attached our chargeback statement for your reference.  

 

We would like to thank the Revdex.com for the opportunity to explain the situation.  Please contact us for any further information you may need. 

Sincerely, 

American Bargain

 

American Bargain Return Policy

 

 

Important refund information below, please read carefully. 

 

American Bargain Return Policy and Procedure:

 

1. The shoes or item must be returned as received (not worn or used).

2. The Shoe box must be wrapped before shipping.  We will not refund the item if we receive the item with an address written directly on the box or taped on the box.

3. The refund will be issued once we receive the shoes back. We will deduct the actual cost of shipping ($14.99) from your total payment.

4. Please return the shoes to this address: 

 

American Bargain

 

 

Chargeback Statement

 

American Bargain’s Response on 11/4/2013:

 

The customer emailed us requesting a return because she said the sole of the shoe were damaged, we approved her return on the condition that the shoes can not be worn or used. If the shoes are worn or used than no refund will be issued. She sent the shoes back to us obviously worn so much that the bottom soles that were once pink are now almost black. We sent an image to the customer showing this. She was irritate and opened up a claim with [redacted] and we are now getting a charge back claim.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

[redacted] 

1.  American Bargain told my bank that they did not receive my shoes back.  See attachment for proof from my bank.

2.  [redacted] closed my claim because I filed a dispute with my bank.  See attachment page 6 for proof.

3.  I am attaching an email from the USPS showing tracking information back to American Bargain.

4.  Please look at pictures they sent.  These shoes still are pink on the bottom. They are dirty from wearing them a couple of times.  Once I noticed they were defective I did not wear them again.  They are hardly black on the bottomand the tread is new despite being defective.  

5.  They are not accepting this return because they cannot resell them.  They do not stand by their merchandise. They would have sold these shoes to someone else if there was not dirt on the bottom.

Thank you for your time.