Initial Business Response /* (1000, 5, 2017/04/24) */
On 3/27/we received a return request via the *** messaging service from *** *** regarding an order placed that was shipping to *** ***The message stated that an incorrect item was sentOn 3/28/we apologized and
uploaded a postage paid return label for the return of the incorrect item that was sent
On 3/30/we received another message from *** *** that stated, "This item is different from what I orderedPlease send me a replacementIf you want the original item back, please authorize a return and provide return shipping instructionsI was shipped the wrong itemI was only sent the handheld controller the collar has not arrived."
We responded the same day and let the buyer know that we had already issued a postage paid return label and that a full refund would be issued upon receipt of the return
We kept checking for the return to arrive and on April 3, we received a phone call from *** with the buyer on the line and explained that we no longer have the item in stock that the buyer had orderedNor do we carry any extra parts for the item so as much as we would have liked to send replacement or the part that was missing from the shipment, we could not send something we no longer had in stockWe again apologized for the inconvenience in another *** message the same day and issued another return label as well and confirmed we would be issuing a full refund upon receipt of the returnAlso on 4/3/the buyer opened an *** A-Z claimWe represented our side of the issue and *** then denied the buyers claim and closed the case in our favor
On 4/8/we received the following message from the buyer
"You only need to send the second partThe collar for the item to be completeI do not feel a return is an appropriate resolution."
On 4/9/we responded to the buyer and stated, "Per phone conversation with *** we are unable to send the other partPlease return the item for a full refund."
On 4/12/we received a message from *** regarding the issueWe sent another message to the buyer stating, "We have issued a postage paid return label and will issue a full refund upon receipt of the returnWe do not have the missing part in our inventory nor do we have another unit to replace it withSince we do not have another unit to send the buyer there is no other option but to issue a full refund upon receipt of the returnWe sincerely apologize for any inconvenience this has caused but we simply do have the missing part that the buyer needs."
On 4/18/another return request was opened which we again authorized and again, uploaded the postage paid return label
On 4/20/we received the return of the incorrect item that was sent in error and a full refund was issued through the *** system the same day we received the return
As far as the price increasing to $on *** that is not our offerThat is *** and other 3rd party sellers offersSince we no longer have the item available for sale our offer at $automatically ended once the last one was purchased and we will not be getting anymore of the item the buyer is referencing
We cannot send something to the buyer that we no longer carry and cannot send parts that we do not carry eitherThe only thing we could do was pay for the return shipping on the incorrect item that was sent and issue a full refund, which is exactly what we didWhile we sympathize with the buyers situation we did not defraud the buyer nor did we send the wrong item intentionally as the buyer statedOur warehouse made a mistake and sent the wrong item and upon notification from *** *** we took the appropriate steps to get the incorrect item back and issued a full refund
Initial Consumer Rebuttal /* (3000, 9, 2017/04/25) */
I placed two orders for this item at the advertised price of $If you did not carry the item why was I not informed of that before you accepted my order and shipped the wrong item? You advertised a productI purchased it and you failed to provide itAdvertisingYou could have informed me you no longer carried the item after the 1st time you cancelled my orderBut still, CPS accepted my second order, agreeing to provide the product at the advertised priceHere is a link from your website to the item you claimed you would send me when I made my order
***
You are still selling itAdvertisingI am disgusted with your business practices and it is illegal
Final Business Response /* (4000, 11, 2017/04/28) */
We are very sorry to have inconvenienced you in any wayYou are correct that the item is still listed on our website but if you look at the page it does show that the item is sold out and not available for purchaseOur records indicate that a full refund was issued when the incorrect item that was sent was returnedThis item is no longer available at the $price and we no longer have any in stockPlease feel free to contact us if you have any other questions
Initial Business Response /* (1000, 5, 2017/04/24) */
On 3/27/we received a return request via the *** messaging service from *** *** regarding an order placed that was shipping to *** ***The message stated that an incorrect item was sentOn 3/28/we apologized and
uploaded a postage paid return label for the return of the incorrect item that was sent
On 3/30/we received another message from *** *** that stated, "This item is different from what I orderedPlease send me a replacementIf you want the original item back, please authorize a return and provide return shipping instructionsI was shipped the wrong itemI was only sent the handheld controller the collar has not arrived."
We responded the same day and let the buyer know that we had already issued a postage paid return label and that a full refund would be issued upon receipt of the return
We kept checking for the return to arrive and on April 3, we received a phone call from *** with the buyer on the line and explained that we no longer have the item in stock that the buyer had orderedNor do we carry any extra parts for the item so as much as we would have liked to send replacement or the part that was missing from the shipment, we could not send something we no longer had in stockWe again apologized for the inconvenience in another *** message the same day and issued another return label as well and confirmed we would be issuing a full refund upon receipt of the returnAlso on 4/3/the buyer opened an *** A-Z claimWe represented our side of the issue and *** then denied the buyers claim and closed the case in our favor
On 4/8/we received the following message from the buyer
"You only need to send the second partThe collar for the item to be completeI do not feel a return is an appropriate resolution."
On 4/9/we responded to the buyer and stated, "Per phone conversation with *** we are unable to send the other partPlease return the item for a full refund."
On 4/12/we received a message from *** regarding the issueWe sent another message to the buyer stating, "We have issued a postage paid return label and will issue a full refund upon receipt of the returnWe do not have the missing part in our inventory nor do we have another unit to replace it withSince we do not have another unit to send the buyer there is no other option but to issue a full refund upon receipt of the returnWe sincerely apologize for any inconvenience this has caused but we simply do have the missing part that the buyer needs."
On 4/18/another return request was opened which we again authorized and again, uploaded the postage paid return label
On 4/20/we received the return of the incorrect item that was sent in error and a full refund was issued through the *** system the same day we received the return
As far as the price increasing to $on *** that is not our offerThat is *** and other 3rd party sellers offersSince we no longer have the item available for sale our offer at $automatically ended once the last one was purchased and we will not be getting anymore of the item the buyer is referencing
We cannot send something to the buyer that we no longer carry and cannot send parts that we do not carry eitherThe only thing we could do was pay for the return shipping on the incorrect item that was sent and issue a full refund, which is exactly what we didWhile we sympathize with the buyers situation we did not defraud the buyer nor did we send the wrong item intentionally as the buyer statedOur warehouse made a mistake and sent the wrong item and upon notification from *** *** we took the appropriate steps to get the incorrect item back and issued a full refund
Initial Consumer Rebuttal /* (3000, 9, 2017/04/25) */
I placed two orders for this item at the advertised price of $If you did not carry the item why was I not informed of that before you accepted my order and shipped the wrong item? You advertised a productI purchased it and you failed to provide itAdvertisingYou could have informed me you no longer carried the item after the 1st time you cancelled my orderBut still, CPS accepted my second order, agreeing to provide the product at the advertised priceHere is a link from your website to the item you claimed you would send me when I made my order
***
You are still selling itAdvertisingI am disgusted with your business practices and it is illegal
Final Business Response /* (4000, 11, 2017/04/28) */
We are very sorry to have inconvenienced you in any wayYou are correct that the item is still listed on our website but if you look at the page it does show that the item is sold out and not available for purchaseOur records indicate that a full refund was issued when the incorrect item that was sent was returnedThis item is no longer available at the $price and we no longer have any in stockPlease feel free to contact us if you have any other questions