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Buxton Reviews (1)

Product received was misadvertised on their website. Tried 3 products and all 3 were substantially smaller than measurements listed. copy and paste of letter I wrote to Buxton on May 10, 2014 - I have not received a response to my letter as of 5/26/14.Once again, I find myself returning one of your products due to the size advertised wrong on your website, This is the third tote that I have ordered and all three have not been described accurately. When purchasing a tote, the size was my main consideration. On March 2, 2014, I purchased style #[redacted], Order #XXXXXXX. It was advertised as 15" x 5.5" x 12" but the width only measured 12" and not 15". I had emailed Buxton immediately but was very disappointed in the length of response time regarding the return so I tried calling. I had left several messages and was never granted a call back; but, finally on March 21, I got through to speak to someone. I was told that the bags are shipped from Hong Kong and there is no internal control on what the actual sizes are on the totes compared to what is being advertised on the website. (In other words, my request to have one measured prior to sending could not be honored.) I was also told that it's a very small group of people in your office which I found both excuses to be entirely irrelevant. I was also instructed to go to [redacted] to look at their selection, but unfortunately, there is not a [redacted] store in my area. I was also told I should not be using this tote to occasionally carry my 13" computer tablet in. I look at that as being my preference and decision on how I choose to use the bag. During that same phone call on March 21, I was told I could return the bag and exchange it for another. On March 27, I returned this bag with tracking. I had put a note inside as instructed and was told I would get a call when the bag was received back.Several days had passed [redacted] tracking showed the bag was delivered so then on April 2, I emailed instead:Contact Form Submission: Name: [redacted] Email: [redacted] Zip: XXXXX Body: I had returned a bag for exchange due to it being misadvertised on your website. Delivery confirmation shows it was delivered to you on Monday, March 31. [redacted] had promised to call me as soon as this bag was delivered back to Buxton. Can you please have [redacted] give me a call? XXX-XXX-XXXX.I received a return email and was told the bag was delivered that day, choose a replacement. I chose a larger bag (17 x 5 x 11") so I thought it would be a safe bet. Again, bad choice thinking it would be true to the measurements stated. Not even close. On April 8, I shipped that one back. I was really hoping the third time would be the charm. I chose another tote,[redacted] - stated to measure 16" x 4" x 12" but actually is 12" x 4" x 10". This is a huge difference. I am including photos showing the actual measurements so that you can see that there is no possibility that these measurements are accurate. I have, undoubtedly, tried to purchase and be satisfied with your product. But, as I mentioned, the size of the tote is my top consideration. It seems of very good quality but without the size being accurate, I do not know what to do other than ask for a full refund of all my costs which equates to $117.09. Please remit to: [redacted], [redacted], [redacted], WI, XXXXX.$99.99 - 3/2/14 - Cost of tote$5.70 - 3/27/14 - USPS to return product #[redacted]$5.70 - 4/8/14 - USPS to return product #[redacted]$5.70 - 5/10/14 - USPS to return product #[redacted]Desired SettlementFull refund of all my costs which equates to $117.09. Please remit to: [redacted], [redacted], [redacted], WI, XXXXX.$99.99 - 3/2/14 - Cost of tote$5.70 - 3/27/14 - USPS to return product #[redacted]$5.70 - 4/8/14 - USPS to return product #[redacted]$5.70 - 5/10/14 - USPS to return product #[redacted]Business Response To whom it may concern,We have received your letter regarding a consumer complaint made by an individual that purchased a "Buxton Handbag".We have now received all of her returns and are in the process of refunding her money, $117.09.To give you a brief explanation on this issue. Ms. [redacted] was placing an order on our website for an item she wanted for her "laptop."In a couple of conversations with her, I told her the item she was choosing was not made for a laptop. It was an item from our handbag line. She was basing her choice solely on dimensions. We have a completely separate line of business/laptop accessories that I was offering as a replacement to accommodate her laptop and she kept going back to the handbag (I even called it a pocketbook like some consumers call it today) styles. The business totes were an upgrade/higher grade of leather compared to the handbags she was choosing. She did not want the upgraded tote.Please let me know if you need any further information from me.Thank you in advance,[redacted]Buxton CompanyCustomer Service[redacted]Email - [redacted]@buxtonco.netPh: XXX-XXX-XXXX

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Description: Leather, General Merchandise-Retail

Address: PO Box 1650, Springfield, Massachusetts, United States, 01102-1650


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