Cape Cod Brass & Security Hardware, Inc.

hello, this customer called, placed an order, we shipped itit shipped out on 9/- he received it 9/- he requested 2nd day delivery but he got it THE NEXT DAY and he called and started screaming that we were cheating him, ripping him off, being dishonest I offered to refund half of
his shipping cost for his SECOND day shipping even though he got his order the NEXT DAYi did credit back $to his credit cardthen he says, well what I ordered will not work, I need to return it I told him there was a manufacturers restock fee of 25% and that our online policies page does state that again he started yelling, I was being rude and dishonest and totally robbing him once the customer returns the items, he will receive the proper amount of credit ( less the restock fee ) back to his credit cardthe customer has also done a quote in the system with us for the replacement/correct parts he needs but not paid for it at this time. our policies page is clearly listed under the customer service tab on ALL of our websites (where he actually got our phone number from).at this time, we have done all that we can to work with this customer.thank you - *** - Cape Cod Brass

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I didn't get your number from your website spoke to you on the phone didn't place the order online who ever I spoke to on the phone said we will gladly take it back until I spoke to this lady on the phone with an attitude after I asked why they charged me the 2nd day while shipping ground she was looking what else she can charge me THIS COMPANY IS FULL OF IT LOOKING TO CHARGE WHERE THEY CAN Regards,
*** ***

the product was brand new from the baldwin factoryit was NOT defectivethe colors on both items were the same color. our policy standsshe has gotten all credit owed to herwe are sorry that she is unhappy but she chose a color that she subsequently did not like because it did not exactly match her year old hardware and that is an unreasonable expectation

Revdex.com:
I
have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Ms [redacted] did an online order.  she bought a Left hand dummy set, Right hand active set, 3 additional keys plus shipping.  total billed was $669.00 the charge for the keys and the shipping are not refunded. we only charge $12.75 for shipping product to our customers, we end up paying the...

overage.  she says she paid a lot more than that and the difference is what we initially ended up paying when we sent it to her.  her demands that we eat any and all costs for her mistake are unrealistic.  we should not be penalized for her changing her mind.she returned the items because she did not like the color of the finish.  she claimed it was wrong because it did not match product in 10b that she has had in her home in use for 5 years. but it was the color she ordered.  the 25% restock fee on the 2 handlesets comes to $160.31.  the LFD cost was $299.25, the RENT cost was $342 = $641.25 of which 25% is $160.31 restock. she was given a credit of $480.94.  she got all money owed to her. our policies page is totally legal.  we have it there so that all of our online customers will know the policies up front when they choose to place an order on our website. we do have the right to apply a restock fee for returned merchandise that is not wrong, defective or otherwise wanted.  she did not like how the 10b finish looked when she got it.  she was trying to match OLD product to the new product she ordered from us.  of course it would not be identical.  the 10b finish is a living finish meaning it changes over time with how it is touched and used.  the customer did not want to listen to any of this when we tried to explain it to her 3 times.  once when she bought it, when she called to return it saying it was wrong and again when she called about the amount of the credit she got. we are sorry that Ms [redacted] was unhappy but she was sent what she requested and returned it after she was told it was the correct one.  she was credited for the returned product less our standard restocking charge as noted on our policies page that she agreed to by placing an order on our website.

we told the customer over the phone that we could not take returns from and order ALMOST a year ago which this is.  the customer bought it in July of 2016 - we are in May of 2017 - 10 months later.we would be able to take them back up to 3 months after date of purchase but definitely not 10...

months later.  and yes we did tell the customer to use some common sense in asking to return product purchased almost a year ago.  you cannot do it. we cannot resell it due to the age and we cannot return it to the manufacturer for credit.  we are sorry but our decision stands.  we will not take product back from this customer from her purchase in July of 2016.

The customer got our phone number FROM OUR WEBSITE - policies page is listed ON OUR WEBSITE. he ordered 2nd day shipping HE GOT HE PRODUCT THE VERY NEXT DAY - we were billed $25 from the factory to ship this to the customer. I gave him a credit and only charged him what we were billed by the factory. for the return, we do not keep the product at our location, it goes back to the factory, THEY BILL US THE RESTOCK FEE, it is passed to the customer because they are doing the return.  THIS RESTOCK FEE POLICY IS CLEARLY STATED ON THE WEBSITE. the customer is claiming ignorance of the policies but he had access to them since he got our phone number FROM OUR WEBSITE.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. The company's response is patently false. At this point their unfair trade practices are well documented. This company should be investigated legally by a consumer protection agency. 
Regards,[redacted] 
[redacted]

order is going out today by [redacted] - tracking number is [redacted]. it can be tracked after 5pm EST. going to NY will take about 2 business days for arrivel.  we apologize for the delays in getting this order out to our customer. thank you[redacted]cape cod brass

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I Placed the order over the phone and no one told me there is a restocking fee and when I placed the order they told me that if I chose standard shipping it will take 7 business day so I chose to have shipped 2nd day when I called to put in a new quote I asked about returning the items I've received I was told send it back and we will refund you Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I stand by my position that the merchandise was defective and not simply a change of mind. This is how this company gets away with charging restocking fees when they should not be. They just claim it's not defective and charge the fees.  The company did not address the fact that one of the items was opened and not in its original packaging nor did they address the fact that the finish on the 2 handlesets did not match. The company will say that its a living finish, however, the 2 pieces should start off matching. Even if a customer changes their mind, they should not be penalized if the merchandise is returned promptly and in the condition it arrived. For this company to take the position that a customer should be punished for changing their mind is a horrible business that should not have customers that they can take advantage of. Regardless, restocking must be reasonable and relate to the "actual costs of restocking" the items. These handle sets were returned exactly as they arrived and in the packaging shipped to me and the company will simply put the boxes back on a shelf in their store. This costs $160.31? I am not asking the company to eat any costs for the original shipping as I stated earlier.Again, I paid $70.28 in shipping to return the merchandise. Which means they have their merchandise back and will resell it at full price. So obviuosly the company believes they are entitled to that money and the $160.31. This is simply bad business and I continue to believe is an unfair trade practice. 
Regards,
[redacted]

Mr [redacted] placed his order on our website : newportbrassfaucets.com, had access to our policies page that clearly outlines the return policy for items the customer does not like.  He is trying to say the item is "defective" to get around the restock fee.  The item was brand new plated at...

the factory and then shipped to him, it was not "corroded inside the shower head".  Actually we normally do not give credit for items that have been installed as this item was.  the manufacturer set restock fee of 25% applied to the return because the customer "did not like the amount of water pressure coming out of the shower head" that is  not a defective piece, it is brand new and that is how it comes from the factory.  the restock fee stands.  the customer is not eligible to get any further credit and the shipping charges stand as well.  we do not refund shipping charges and the customer did not pay any sales tax because he lives in NJ and we are in MA and do not charge sales tax out of state.  Also, prior to all of the returns, the customer tried to claim he never got the package but then after we stared a driver follow up with [redacted] and a claim for a lost package, he found it in his garage.   The customer did not like what he purchased after he installed it.  he returned it and tried to get full purchase price back when our policy page clearly states that installed merchandise is not eligible for a refund.  we gave him 3/4 of his item purchase price back NOT including freight charges. (25% restock fee). his initial item cost was $295.40 for the showerhead & $85.40 for the handle.  he returned those items $380.80 less 25% $95.20 = credit issued of $285.60.  he has received all monies owed to him.