Dockery Recycling Inc

Initial Business Response /* (1000, 5, 2015/12/08) */
[redacted]-
Happy Monday!

We received a letter from you today #[redacted]

Little backyard.
We are a plastic/fiber recycling company that somethings moves different off-the wall grades of material. We work with Macy's...

distribution center on the East Cost. Our recycling company AJ Industrial makes products (handbags, flip-flops, bracelets etc) using old hose products and Macy's contacted us to see if we could use the bedding /cotton with the our products. We couldn't but we could still help them.
Macy's happened to have truckloads of returns (bedding ). All bedding etc were returns and material (bedding) was stored in [redacted] boxes (inside, clean-dry warehouse). The bedding was all new, but returns as stated. Also, the bedding was not in its original packaging, but stated as well. We tried to help our customer (Macy's DC) with this material. We worked with 2 companies in the end [redacted] & another one. The other company never had an issue with the loads of bedding (they received 8-10 loads).

[redacted] paid $600 for the first load of bedding. We received great feedback and he purchased 2 more loads at $600 each. Total of $1800. Please understand the meaning on one load. One load means one full 53 foot trailer full of large boxes (aka gaylords) full of bedding; each load of bedding has anywhere from XXXX-XXXX units (pieces of bedding on one 53 foot trailer).
1. On August 25ish [redacted]'s company picked up the first load of bedding. They said worked well we want to purchase 2 more loads. On August 27 we received the below e-mail with 3 different photos of 3 different bedding types. 1 had a stain, 1 had what was said "burn mark" and one a rip. We stated back we were every sorry and we will talk with our customer (Macy's). We asked for more photos because [redacted] stated the entire load was just like this... Never another photo, [redacted] cancelled the 2 loads (and was refunded). We continue to ask for more photos and were told the load was thrown away. We offered to have the "load" removed and donated to another company. We were told it was thrown-away.
Questions and reason why the first load was not refunded of $600.
1. Can you go into Macy's and return something you purchased without the item? No! We would have gladly given a full refund if the material/goods were returned. But we can't go back to our customer to get a refund without the goods or back-up (photos of the entire load, weight ticket from disposal company etc).
2. Do you know what it costs to dispose of one entire load of products? And most landfills will not take a full truck load of cotton/bedding etc. This would have costs thousands of dollars in disposal fees. We were never given any prove of disposal.
[redacted] please call or e-mail if you have any other questions.
Thank you
[redacted]
[redacted]
(XXX) XXX-XXXX cell
(XXX) XXX-XXXX office
Initial Consumer Rebuttal /* (3000, 9, 2015/12/09) */
[redacted],
The following information provided is incorrect.
1. The bedding was all new, but returns as stated.
It was never stated that this bedding was returned to a retailer. It was stated that these comforters were factory rejects, indicating that the items were not placed in the hands of the general public but rather rejected from the producing factory or rejected by the retailer and returned. Regardless, the bedding was not "all new"; it was soiled, stained, ripped, burned... what I would refer to as being roughly used, not new.
2. [redacted] paid $600 for the first load of bedding. We received great feedback and he purchased 2 more loads at $600 each.
We paid for 3 loads in advance, prior to picking up the first load. Once we inspected the first load we canceled the additional two trucks which were scheduled to pick up the next 2 loads (we paid Dockery for the materials and we arranged and paid for shipping to ourselves from the pick-up location in NJ to a processing facility in the S.E. and shipping costs were higher than the $600.00 material cost). If there was ever any initial positive feedback it was due purely to the fact that the bad comforters were covered with better comforters. Upon sorting we found that 75-90% were stained, torn or burned, prompting us to cancel the remaining orders and beginning this saga.
3. On August 27 we received the below e-mail with 3 different photos of 3 different bedding types. 1 had a stain, 1 had what was said "burn mark" and one a rip. We stated back we were every sorry and we will talk with our customer (Macy's). We asked for more photos because [redacted] stated the entire load was just like this... Never another photo, [redacted] cancelled the 2 loads (and was refunded).
I have included some of the original attachments above but you can plainly see that there were in fact two emails with over 20 photos attached sent over the course of 2 days. Also, please revert to discrepancy #1, do these look like new comforters?
4. [redacted] cancelled the 2 loads (and was refunded).
We were refunded for two loads, no discrepancy there. However, we paid for 3 loads up front and were then refunded in two installments over the course of nearly 2 months. We received the first refund on the 25th of September and the 2nd refund on October 16th. Please recall the orders were canceled on the 27th of August. If one of my customers cancels an order and has pre-paid for it, I refund them the same or next day. If you factor in the time value of money, we were short paid.
5. We continue to ask for more photos and were told the load was thrown away.
Nothing can be further from the truth. I have not received any request for additional photos after I sent the above 20+. Further more, I have not ever indicated that this "load" was thrown away. My customer has expressed that the extremely damaged comforters were disposed of but has never said the entire load was thrown away.
Please understand, my customer is a charity that provides blankets and comforters to the needy. Charities, generally, aren't wasteful. They flourish off of donations and creatively utilize these donations in order to serve as many needy individuals as possible. The reason this charity was willing to pay for these blankets was because they were "new". It was the hope of the charity that new bedding could be provided for individuals who had experienced catastrophe as part of the rebuilding of lives. What they received was bedding that looked as if it had gone through the catastrophe with the individuals and was pulled from the wreckage. A burned and ripped up comforter given to an individual who has lost their home in a fire is a disgrace.
The "load" was eventually utilized because the charity isn't wasteful. They found a new use for them in homeless shelters I am told. The point isn't that the blankets were utilized, its that the blankets were not as described and payment was based off of the description.
6. We offered to have the "load" removed and donated to another company. We were told it was thrown-away.
I have not received any correspondence offering to have the load removed or I would have jumped on the opportunity. we would have rather had the money back than the bad load of bedding. What my customer wasn't willing to do was spend another $700.00 to ship the $600 worth of comforters back to the original destination. It is a classic case of the pot not being worth the ante. Had an offer been made to pick up the comforters and a refund been promptly processed we would have happily taken it.
In all actuality, not only should the load have been refunded and picked up, but the shipping costs should have been refunded as well. I am not asking for that though.
Per my original notification to the Revdex.com I would like the bad load of comforters to be refunded because it was described and sold as something it isn't. I understand the concern about the materials not being returned but it isn't practical. If you have paid $50 to have $30 of Swiss chocolate shipped to yourself and when you open the box it is filled with gummy bears you are going to be disappointed and want a refund. Expecting you to pay an additional $50 to ship the newly discovered $5 worth of gummy bears back to Switzerland defies all logic.
Kind regards,
[redacted] / Operations Manager