Clear Water Well Drilling, LLC

Here is our final offer to resolve this issue. The cost of the pallets of unpainted black rubber mulch was $938.The cost for the outbound shipping to the customer was $that we were charged by our shipping carrier.Upon receipt of the mulch at our Godfrey, IL warehouse, we will issue a refund in the amount of $600. To proceed with the return, so that our warehouse will be able to accept it, please contact *** *** in our shipping department. Sincerely,Mulch Direct

[redacted]
I am rejecting this response because: Here's what I would like to do.  Mulch Direct has offered to waive the 15% restocking fee and I feel that is a step in the right direction.  If they can refund me $350.00 dollars I will take care of the transportation cost on my own truck (i'm in distribution) and I will get the product back to their warehouse in Godfrey IL.  So the only financial transaction would be a $350.00 credit to me from Mulch direct to help me cover the cost of transporting this product back to their warehouse.
Regards,
[redacted]

Response:The customer ordered on 6/10/15. Our products are customer made and we do not guarantee delivery dates. The customers merchandise was delivered on July 1, 2015.

Mulch Direct is contesting Mr. [redacted] complaint on the basis of the following:Our rubber mulch product offering includes colored mulch as well as uncolored mulch. The colored mulch is made using a long-lasting dye and significantly enhances the look of landscaping beds and playgrounds. The...

unpainted mulch is essentially just the raw cut up tires with no color coating applied and is therefore sold at a significantly lower price than the colored mulches. Our website photo clearly depicts a less attractive looking product without a sharp color, and is not at all misleading. Due to the aesthetic factor, the overwhelming majority of our customers choose the colored product despite its higher cost.Since we offer rubber mulch by the ton only, the associated logistics costs are high. Our return policy is such that unless a product is defective, the customer is responsible for freight charges as well as a standard 15% restocking fee. We realize that with this policy in place, customers want to be confident in their purchase before making it, and it is for this reason that we offer [redacted]ple packs on our website at a cost of just one dollar. Many of our customers first place an order for a [redacted]ple pack and then, once they have made their choice, ultimately return to buy in bulk. If Mr. [redacted] was not entirely sure of what the product would look like, he could have placed an order for [redacted]ples, but he did not. When Mr. [redacted] requested to return his order, we informed him in an email on March 17th that, subject to our return policy, the initial cost of shipping the product to him plus the cost of shipping it back to our plant would be $631.55 in total, and his refund would reflect that cost as well as the 15% restocking fee. He was not willing to go ahead with the return due to the high freight cost, and subsequently filed this Revdex.com complaint. Mr. [redacted] complaint is without merit, and based on the published return policy on our website, we are not obligated to accept his return for free.