Initial Business Response /* (1000, 5, 2017/06/10) */
On June 1, 2017, Mr. [redacted] contacted us via email to get an RMA for the item. I have attached a screenshot of the email conversation with his personal information censored. In the email, Mr. [redacted] stated that he installed the item. This now...
makes the item used. We can no longer sell it as new. In the store policies of our website, it clearly states that returned items will incur a [redacted] restocking fee. Furthermore, it goes on to state that a [redacted] open box fee will be added in addition to the [redacted] restocking fee, if the item is opened or removed from its original packaging. Mr. [redacted] stated that he removed it as well as installed it. This product can no longer be sold as a new product.
The second part of Mr. [redacted]'s complaint is that we somehow tricked him with a bait and switch.This is not the case. On the desktop version of our website, there is no "help" section. The store policies are the only thing there.
On the mobile version of the website, there is a help section that lets you submit search queries. This make it easier to pull up specific results on the topic you are looking for. The information displayed on the store policies is too much for everything to show up on the mobile site on a tiny phone screen. With any search engine, you get hits or search results. When you search for "Returns", in the search bar, you get a hit/result for our store policies. If you click on the store policies link, you get taken to the full page. Mr. [redacted] only read the abbreviated portion that comes up in the search result. The result is clearly marked with "..." before and after, to signify that it is an abbreviated result. This is how any major search engine works. If you go to Google, you get an abbreviated result, then you have to click the result in order to go to the website or page you are seeking.
Therefore, we are not in any way trying to operate a bait and switch. We are simply charging the clearly stated restocking fee, plus the additional open box fee, since Mr. [redacted] installed the item. This makes it a used item and can no longer be sold as new. Our store policies state this and are clearly written out on our store policy page below.
We have not had any issue or complaints regarding our store policies, in the 3 years that we have been in business. We are more than willing to accept the return. However, we will stand by our store policies and charge the [redacted] restocking fee + the [redacted] open box fee since the item is used.
Store Policies:
[redacted]
Screenshot 1:
This screenshot shows the search bar.
Screenshot 2:
This screenshot shows the search result and the orange header that you click on to get the full store policy page.
Screenshot 3:
This screenshot shows the full page after you click store policies. This shows all the information in regards to the restocking fees.
I have attached 3 screenshots labeled: Screenshot 1, Screenshot 2, and Screenshot 3. The screenshot show the progression in order to get to the full store policy to get the information that Mr. [redacted] would have needed to see about store policies.
Initial Business Response /* (1000, 5, 2017/06/10) */
On June 1, 2017, Mr. [redacted] contacted us via email to get an RMA for the item. I have attached a screenshot of the email conversation with his personal information censored. In the email, Mr. [redacted] stated that he installed the item. This now...
makes the item used. We can no longer sell it as new. In the store policies of our website, it clearly states that returned items will incur a [redacted] restocking fee. Furthermore, it goes on to state that a [redacted] open box fee will be added in addition to the [redacted] restocking fee, if the item is opened or removed from its original packaging. Mr. [redacted] stated that he removed it as well as installed it. This product can no longer be sold as a new product.
The second part of Mr. [redacted]'s complaint is that we somehow tricked him with a bait and switch.This is not the case. On the desktop version of our website, there is no "help" section. The store policies are the only thing there.
On the mobile version of the website, there is a help section that lets you submit search queries. This make it easier to pull up specific results on the topic you are looking for. The information displayed on the store policies is too much for everything to show up on the mobile site on a tiny phone screen. With any search engine, you get hits or search results. When you search for "Returns", in the search bar, you get a hit/result for our store policies. If you click on the store policies link, you get taken to the full page. Mr. [redacted] only read the abbreviated portion that comes up in the search result. The result is clearly marked with "..." before and after, to signify that it is an abbreviated result. This is how any major search engine works. If you go to Google, you get an abbreviated result, then you have to click the result in order to go to the website or page you are seeking.
Therefore, we are not in any way trying to operate a bait and switch. We are simply charging the clearly stated restocking fee, plus the additional open box fee, since Mr. [redacted] installed the item. This makes it a used item and can no longer be sold as new. Our store policies state this and are clearly written out on our store policy page below.
We have not had any issue or complaints regarding our store policies, in the 3 years that we have been in business. We are more than willing to accept the return. However, we will stand by our store policies and charge the [redacted] restocking fee + the [redacted] open box fee since the item is used.
Store Policies:
[redacted]
Screenshot 1:
This screenshot shows the search bar.
Screenshot 2:
This screenshot shows the search result and the orange header that you click on to get the full store policy page.
Screenshot 3:
This screenshot shows the full page after you click store policies. This shows all the information in regards to the restocking fees.
I have attached 3 screenshots labeled: Screenshot 1, Screenshot 2, and Screenshot 3. The screenshot show the progression in order to get to the full store policy to get the information that Mr. [redacted] would have needed to see about store policies.