Bellacor.com

I am rejecting this response because: I have not received the correct shades I received the original red shad which was replaced by a white purple and yellow shade The correct Creme/rust shade has not arrived, nor have I received confirmation that it has been shipped

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ Order [redacted] was placed on 11/25/When the order was placed, the expected ship date was listed on our site as shipping within 4-weeksWe sent an email confirmation to the customer's Yahoo email address he provided at the time of order, which also would have included the expected ship date between 12/23/15-1/6/(4-weeks from order date) The customer contacted on 12/10/to request a cancellation, which we submitted to our manufacturerIt was stated at the time of the call that the cancellation was a request to cancel, and he would receive a follow up email in 24-hours confirming whether or not the cancellation was successful All of our items are shipped direct from manufacturer, it is stated very clearly on bellacor.com: Cancellations are not executed until Bellacor confirms an order has not been processed or shippedProvided Bellacor confirms an order has been cancelled credit will be issued to the original form of payment The customer chose to order from a different site before the cancellation was confirmed He emailed on 12/after receiving a denied cancellation emailThe manufacturer had already shipped the product (sooner than expected) on 12/when he made the initial contactHe was told at that time to not refuse delivery of the product, that it would result in restock fees Our manufacturers require return authorizationWhen a package is refused, it is sent directly back to the manufacturer without the necessary authorization, and many manufacturers charge restock fees for returned itemsBecause of this, Bellacor handles all returns directly with the customerHad he accepted the package as he was told to do, we would have been able to issue the necessary return authorization, and return label, which would have resulted in him not being charged a restock fee Customers are responsible for return shipping on any shipped itemWhen an item is refused, the customer becomes responsible for the return shipping, any fees associated with the refusal, up to and including restock feesThis particular manufacturer charges a 25% restock fee on all items returned without authorization Refusing a package also lengthens the time needed to process a return and refund the account All these details are clearly outlined in our terms and conditions and site use policieshttp://www.bellacor.com/custsupport.htm Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is misleadingI was not told that the cancellation could be deniedI was told that the item would not be shipped until 1/6/and that I would receive a confirmation within 24-hoursI havery a transcript of this conversation and it was never disclosed that the cancellation was subject to approvalWhen I contacted bellacor.com after receiving the notification that the item had shipped, I was told that I would be responsible for the shipping costs associated with returning the itemThis is conveniently omitted from the above responseSo I was given two options, refuse delivery and "possibly" be subject to a restocking fee, or accept the item and pay for shippingI have disputed this transaction with my credit card company and was told that if the item was delivered then I would have to pursue other optionsI expect a full refund as I relied on information you provided and purchased another mirror from AmazonI plan to pursue all options available until this matter is resolvedJudging from the number and frequency of complaints your company receives this is probably standard procedure but I will not accept anything less than a full refund Final Business Response / [redacted] (4000, 9, 2015/12/17) */ Transcript from Chat: 12/10/11:35:AM -06:Eric Okay, I'd like to cancel the order please 12/10/11:37:AM -06:Miranda I have submitted a request to cancel your orderPlease allow 24-business hours for processingOnce complete, an email confirmation of the cancellation will be sent to you 12/10/11:38:AM -06:Eric Thank you 12/10/11:38:AM -06:Eric Is there anything else I need to do 12/10/11:38:AM -06:Eric ? 12/10/11:38:AM -06:Miranda Not at this timeAll you need to do is wait for the email confirmation in 24-business hours It was stated in the chat at the time of cancel request that per our system detail provided to us by the manufacturer was 1/6/ It was also stated that a cancel request was submitted, with a 24-hour processing time, and to wait for the confirmation emailThe confirmation email was sent later that afternoon confirming we were unable to cancel because the item had shipped earlyAt no point in the conversation did the representative confirm the order was in fact cancelled The customer initiated a chat later the same day 12/after receiving the confirmation email, and threatened to refuse delivery, Our agent told him at that time do not refuse it will result in a restock feeHe had emailed us on 12/as well threatening to refuse delivery, and was again told to not refuse the package, but to call for return Mr [redacted] chose to call UPS before delivery was attempted and refuse the delivery after being advised times refusal would result in restock fees Our cancellation and return policies are very clearly stated on our websiteThe estimated ship date was listed as being between 12/23-1/based on the information provided to us by the manufacturerThe item arrived in the warehouse early and therefor shipped early on 12/10, the same day the cancellation was requestedAny order shipped is non-cancellableItems shipped may still be returned under our day return policy, but this requires an RA# Our contract with out manufacturer requires a restock fee be charged on any item being returned to the manufacturerThis gets passed to the customer as stated in our policy on our site Once an item is refused the customer is also assessed return shipping feesWe will waive the return shipping fees, but we cannot waive the 25% restock fee given the fact that the customer was provided this detail in writing more than once We certainly could have worked with the customer to cover the minimal return shipping feesIt was made very clear that refusing delivery would result in a 25% restock fee, and it was recommended he contact us once the item was received to arrange for return Mr [redacted] also made reference to calling our phone number repeatedly and the phone only ringing and and not picking upOur records show two phone calls received by the customer's phone number on file on 12/The first at 12:45:The call duration was secondsThe second call placed at 12:46:17, was picked up and held for minutes seconds before disconnecting We have not experienced any phone outages or issues with our phone systemEven if all agents are currently on calls, a welcome message would have immediately picked up with our menu options, the customer is then placed in the appropriate queue until an agent is available