Clear Brook Crafts

The customer who filed the complaint against us purchased two large dog beds with two overstuffed pillows on July 15, The customer was given a 20% discount on the purchase and paid a total of $The customer informed me on July 26, that the two pallet dog beds were damaged and not
salvageable by providing the following photos:Upon receiving the images, the business responded with "I am so sorry this has happened! I will file a claim with *** tonight in order for them to cover all of the costs for damage Based on these photos, I see no way for them to deny it I should be able to have the process completed in about a week When this occurs, we always offer to remake the beds and send them out or a refund for your purchase Please let me know how you'd like to proceed Also, if you have any photos of any more damage pieces or the packaging, please send them as well It'll help to strengthen the claim."Our shop did follow through and file a claim with *** the shipping carrier for this transport When filing a claim with ***, they ask for specific information regarding the transaction Our company follows their procedures and *** decides the amount of the claim, not our company They filed the claim in the amount of $due to the price of shipping as well as the price of the entire order If the shop were to file a claim, it would have been in the amount of $because that is the cost the buyer paid for the two pallet beds and these were the two products that the shop was informed were damaged and had photographic images to prove damage.When inquiring about the other two products (the two overstuffed pillows) and in response to the customers question of wanting the items shipped back, the following statement was issued from the shop: "Feel free to discard the wood after you fully unpackWe won't be asking you to return the items since they are damagedI'm hoping the pillows are okay, but if they end up being damaged, please send photos of those as well." The customer did not issue additional photos or statements in regards to the overstuffed pillows at this point in time.After informing the customer that *** would not be covering all of the damages, the customer also opened a case against the shop through ***, which is a site that allows small business owners to sell merchandise online through the use of their websiteWhen opening the case, the customer posted the following images:The shop would like to note that these are the only images that were received from the customer in regards to the damage that occurred to the productsOur return policy is clearly listed under our "Policies" tab on our shop pageIn regards to damaged items, our policy states, "We are not responsible for items damaged in transitHowever, please contact us and provide us with some photos of the damage and I will be more than happy to file a claim with the carrier and try to get them to pay for the damaged items." Our policies regarding damaged items are directly inline with ***'s policies for sellers*** officials closed the case the customer opened and agreed with the sop that we were in line with their policiesThe specific policy being that shop owners cannot be help responsible for damage that occurs during transportThe shop owner has also contacted *** and requested phone calls various times throughout the process to ensure that the sop was following *** rulesThe customers claim that the shop owner did not add insurance to the package is correctHowever, *** shop owners did not add insurance to the package is correctHowever, *** shop owners are not required to purchase insurance for their packagesPlease refer to their shipping site: https://www.***.com/legal/shipping/ to read about their policies.The item was not covered for all of the costs associated by damage because there was not a declared valueWhen purchasing labels through ***, buyers to not have the option to declare a value of the package; otherwise the shop owner would have done soIn addition, the sop would like to note that the customers' claims that the two pallet beds were in "pieces" would be unjustified based on the photos that were receivedAlso, the shop did not receive any images containing photographic evidence of the two dog pillows being damaged; which is the reason why the buyer was not initially refunded the $in question.Lastly, the shop would like to address the customers' request of being issued payment for her timeThe transaction in question was in regards to a service that was provided from the shopThis transaction included the buyer issuing payment for two dog pillows and two pallet dog bedsBoth the buyer and the shop owner have spent a great of time coming to a solution to this issueAs such, the shop will not be issuing payment for the buyers professional time as her professional services were not requested or in contract for this transactionOn September 6, the customer was issued a refund in the amount of $This is the remaining cost that the customer expressed she would like to have refunded to herThus, with this additional refund, the buyer has been refunded for her purchase in full for the time invested in reaching a solutionOur shop feels that this is a suitable solution to this issueAttached you will find several documents of conversations between the shop owner and buyer, as well as the conversations that transpired through the case on ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
This business owner attempted to steal money (definition of stealing: take (another person's property) without permission or legal right and without intending to return it) from a customer (me) and keep it for herself - without having delivered the services she contracted to Business conducted in this way should not be allowed to continue She kept the full purchase price amount, initiated a claim with ***, which initially is all she refunded to me - while greedily keeping the entire purchase price for herself It was only after further complaint and escalation that a refund for $was issued The seller claims that *** reviewed the case and closed it because they agreed with her and took her side in the matter - that is simply not true *** said they are unable to mediate this dispute using the case system because it involved issues with the postal service That IN NO WAY constitutes *** siding with the seller on this matter In fact, *** said "Please continue to work together to resolve this." at the end of their notice ***'s closing of the case had nothing to do with the fact that they sided with the seller in this matter. As part of a "not responsible for damage during transit" policy, the necessary first step is to package the product so as to mitigate such damages This was not done in this case A package as large as the one purchased should have been secured and protected from damage in SOME way This seller threw everything in a box with a single piece of SMALL bubble wrap - not even the big bubbles - the bubbles barely thicker than a piece of paper bubblesThe package was roughly 50lbs, and a single piece of paper is supposed to protect it from being shattered? After I contacted her initially about the damage, she told me that this isn't the first time that the postal service has damaged her products So she KNEW that it was likely some damage could occur and she STILL did nothing to protect the package - physically or financially. Finally, I am not seeking reimbursement for my time due to a professional and/or contractual obligation with the seller I am seeking reimbursement of my time as damages caused by the negligence of the seller as a result of this whole nightmare Damages that could have been mitigated by the seller in doing ANY of the following: (1) packing the ordered products adequately, (2) insuring the package upon shipping, (3) informing the shipper of the amount of the items to be shipped, (4) initiating a full refund upon learning that the product was not salvageable and seeing picture proof of the same It took over a month of arguing and going back and forth for this seller to give me back what was rightfully mine to begin with - and she only did it after being threatened with Revdex.com complaints and threats of legal action - which I still intend to initiate unless damages are paid.
Regards,
*** ***