CD-Lab

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.ARIZONA STATUTES AND CODES 44-137744-1377. Disclosure of restocking fee; enforcement; definitionA. A business in this state that charges a restocking fee on a product the business sells shall disclose the existence of the fee and the amount of the fee to a customer in accordance with this section.B. If a business charges a restocking fee, the business shall do all of the following:1. Disclose in any print advertising and promotional material, including a catalog, that a restocking fee may apply to the purchase of goods. The disclosure shall be printed in a clear and conspicuous manner in the advertising and promotional material.2. Post a notice disclosing that a restocking fee may apply to the purchase of goods and where the customer may obtain the full restocking fee policy. The notice shall be clearly and conspicuously visible to the customer before purchase.3. Disclose on the sales receipt in a conspicuous manner in type at least as large as the majority of the printed text on the receipt and in print that is clear and legible, both of the following:(a) That a restocking fee may apply to the purchased good.(b) Where the customer may obtain the full restocking fee policy.4. At the point of purchase for a good on the web site of the business, disclose that a restocking fee may apply to the purchase of goods. The business must provide the full restocking fee policy on the web site. The disclosure prescribed by this paragraph shall be printed in a clear and conspicuous manner on the web site.C. An act or practice in violation of this section is an unlawful practice under section 44-1522. The attorney general may investigate and take appropriate action as prescribed by chapter 10, article 7 of this title.D. For the purposes of this section, "restocking fee" means a fee charged by a business for restocking of the good purchased on its return or exchange.This item was purchased on www.CD-Lab.com  and nowhere it has "Terms & Conditions" where you can add Restocking Fees lingo or such. In case the company change the website, as we speak every single page has been copied out. Such excuse of seller incurring fees is cop out, here you see the deceiving:-Credit Card fees 2.5% - most likely less for a business (reversed on refunds)-Shipping fee 3% or less- $42.50 on Ship N Pack (store fees included) for us, meaning it would be a lot less for a business with an account with major carriers. - Check the machine? one power button should say the hrs used, otherwise how would you know? Let say $10 hr or a salary worker for about 15 min @ $2.50 or less?Companies like this are deceiving the consumer trust and is illegal, but they get away with words, accusing the consumer of error and appalling of lying.The issue here is not "she/he said", if an item has to returned it should not have to be an issue and the consumer should not have to be penalized, much less if no agreement of such to begin with.We shipped the machine back per instructed by our Credit Card company and this company refused the package, because they didn't get their $15% Restocking Fees, or should I say pocketing fees?Regards,[redacted]

CD-Lab offers returns as a courtesy only. CD-Lab has never implied or stated that we accept returns in any manner other than by agreeing to the terms of our return policy. If a customer believes that 15% is an unjustified amount to cover our expenses then they are more than welcome to keep the product that they purchased.

CD-Lab was established in 1998 and prior to this customer we have never had to respond to a claim with the Revdex.com. We take this very seriously and have reviewed this case and submit the following response. It is important to establish the timeline of communications with the customer so as to fully...

reveal the lies contained within the complaint. 11/21/13: The order for one DeltaWrap machine and consumables was received and shipped out same day. 11/22/13: Shipment received by customer12/01/13: Customer claims power cord is missing at 11:40PM12/02/13: email to customer saying cord will be shipped out that day and also the cord is standard PC, monitor, printer type cord in case they need it quicker they may have a spare or if necessary, easily available at local outlets.  Customers response, "I am not using the machine yet, but you know how long before I get one?" We responded that it would arrive next day, customer response, "Ok, thanks!" Please note there is no mention of urgency here or lost work. 12/03/13: Cord arrives at 10:29 AM12/11/13: Email from customer, "WE have not plugged the machine yet and decided we don't need it." At this point we explained the return process which includes signing a RMA agreement which contains the stipulation that a 15% restocking fee applies to this return. This timeline of communications makes it very obvious that the customer was in no hurry to even open the crate or had any angst about the one day it took us to get a replacement cord to them. This excuse only surfaced when they realized they couldn't get the credit card disputed and we were totally within our rights as a merchant. In regards to not knowing about our restocking fee it is on our website, our Amazon Store and our Ebay store. CD-Lab and many others in our industry charge a restocking fee to cover our expenses in selling a product. We have to pay credit card fees for the sale and the credit which amounts to almost half of the fee. We also paid for shipping which amounts to anywhere from 3% to 7%. Then, in order to sell the machine again as new, we have to fully inspect it and make sure that it was not used by the customer. Once inspected it is then tested and re-certified as new. On average we are lucky if the 15% covers our expenses. Restocking fees also deter certain customers from using our equipment to fulfill one job and then return it at our expense. We are sorry that the customer doesn't like our return policy but we feel it is an industry standard and necessary protection from this type of customer. We stand by our decision in this case.