Designs on Glass of Arizona

My experience was negative only due to their return policyIt could have been an entirely positive experience otherwise
I ordered a RINNAI EX22C ( direct-vent wall furnace http://www.rinnai.us/direct-vent-wall-furnace/product/ex22c_rhfe-559fta) online, received it by UPS and returned it the next day based on advice from my plumber to get the larger ESsized unitUnit was in original packaging and original condition
There is no physical address listed on the website and I could not contact the vendor by phoneMy phone inquiries remain unanswered to this dayI asked the vendor by email whether
I could return the unit( their website states no returns accepted on rinnai and no returns without prior written agreement) and purchase from myplumbingstuff.com the larger and more expensive Rinnai ESand was told that "they don't travel well" and shipping damages are a concern and refunds
will be adjusted according to condition of the unit upon receipt, but that I could go ahead and return itI took the risk and shipped it backThe cost was $by UPS freight, I used original packaging
The refund was processed on time, but I was not informed about it so I had to inquire with the vendorThe vendor stated that item was received with "considerable issues" and credit was granted reflecting condition
It had a 18% ( $257.75) deducted from the purchase priceI inquired with the vendor about what type of shipping damages have occurred and whether there was any report filed with UPS regarding
damages in the next 48h after deliveryThe vendor did not add any evidence supporting damages, but stated that return was a concession to me and that the item needs to be discounted to the next seller due to its additional way shipment
I find communication with the vendor dishonest ( deduction of fee was not based on shipping damages, but rather to post an unfair charge for this transaction ) , the fact the large Rinnai units
dont travel well and are subjected to shipping damages works both ways and if that would be the case , the business should stop shipping them by UPSI used the same shipping method that vendor used
All of the email communication was handled by a single person that simply signed - Joe
I did make an effort in good faith to refund the vendor for original shipping charges and repackaging the unit for resell by offering to split in half the $charge , but my request remained unaswered after 72h
All in all, this was not a positive experience to me and it affected my confidence in purchasing large items online which sadly works against all vendors selling online
I am sharing my experience with Revdex.com,because consumers have choices today and there are alternatives that can provide a better customer experienceI will not purchase from this vendor again