Dorm-co

I want my report filed on your siteI returned the merchandise and did not send letters with stolen accountsI will be reporting this to Ripoff Report and other high ranking online sites that warn of companies like dorm coThank You

In regards to the customer's last response, we completely understand that the issue has not been solvedWe are not denying the customer the items in her order or the credit that she would be obligated to have, we are however waiting to here back from *** as they are the last who have had contact with the customers packageThis being said, if *** locates the package and can successfully deliver it, they will do so and a refund will not be necessary.As stated prior, we will make the appropriate steps once we hear back from *** which can take up to business daysWe are sorry for any inconvenience that this may cause, however we are not a fault in the situation and are taking the precautionary steps that we need to fairly address the issue.Thank you,DormCo

Hello, Our standard Return Policy is available on our website in full before any orders are placedWe are willing to accept a return of the products, as long as they meet the conditions meet in our policySince the order was delivered to the customer more than days ago, as per our policy
the return would be for store credit, which we have explicitly stated in our policyThe customer does not believe the product to be accurately portrayed on our website, however, we have extensively reviewed the listing and believe it to be soAs such, we would not cover that return shipping costShipping costs for sending a product back are covered by the customer and are based on the weight of the item and their location in relation to our warehouseThese costs are determined by the shipping company the customer chooses to utilize Thank you,DormCo

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] the company did offer to call me b to assist with the directions but have not contacted me as of yet when I spoke to them today they said that they were very busy and didn't know when they would be able to call me it's not that I did not understand the directions the directions are illegible and key pieces to put the product together are not included in the directionsthere was no handle to open the trunk you cannot open the trunk once it is unlockedIt is not even a trunk it is a poorly crafted box with a locking mechanism that does not workThere are pieces to mechanism but only pieces pictured in instructions with absolutely no explanation of how to put it together
Regards,
*** ***

We respond to all email correspondence within hoursThis customer provided photos of the trunk they received, and called our customer service before a response was sentThis customer spoke with the Customer Service Manager, who attempted to assist the customer with a replacement at no
additional costWe even offered to have the trunk shipped directly to the college the customer's child would be attendingThe customer denied assistance with a replacement, preferring to receive a refund for the amount of the itemOur Return Policy and shipping address were provided in full so that the trunk can be shipped back for a refund, and a prepaid return label was offeredThis information is also freely available on our websiteOnce received and processed by our Returns Department the customer would be issued their refund

The trunk the customer purchased is a custom-made product that usually takes 3-days for manufacturing, which is made apparent on the listing for the productThe customer purchased the Quick-Ship option which has a 1-day production timeThe order thus shipped out on schedule on 8/with the
tracking number *** (UPS), and was delivered on Monday, August 29th which was the second business day

This customer's order was placed on Saturday, August 5thIt was thus shipped out on Monday, August 7th as our warehouse does not operate on the weekendsAccording to the customer's tracking number, their order was delivered on Monday, August 14th which would be the 5th business day.We do indicate
on our website that shipping time frames are counted in business days which do not include weekends. If you consider a Guaranteed Overnight Delivery, Mon-Tues would be one business day, and you would not receive the item on the same day it was purchased. That said, we did meet that 2-business day delivery time frame.If the customer would like to receive a refund for their order, then our standard Return Policy would apply for which the customer would be responsible for return shipping costsOur Return Policy is available in full on our websiteOnce the return is received back to our warehouse and processed, we will be able to issue the customer the appropriate refund

Hello [redacted]Thank you for submitting your complaints and including screenshots. We were able to further review your case with the advice of our Quality Control Department. This second investigation did lead us to believe that our website was at the time of your purchase misleading in regards to...

the inclusion of pillowcases in the base price of the product. Our website has been updated to eliminate any future confusion. We have thus notified our warehouse to have a set of pillowcases promptly sent out to your shipping address. We will be reviewing our current customer service procedures for instances such as this one, our apologies for any inconvenience this may have caused. Kind regards, DormCo

This customer initially contacted us via email inquiring as to how to process an exchange, merely wanting to change the color of the bedding they had purchased and telling us that they "received my bedding for college today and I was super happy."We explained our exchange / return process and made...

note in the customer's order that they wanted to proceed with an exchange. When our Returns Department processed their return, the customer had only included a copy of the original packing slip in the return without any additional note or indication that they instead would prefer to proceed with a refund. As the last correspondence from the customer indicated that they wanted to proceed with an exchange, our warehouse correctly shipped out the same products originally purchased in the new color to which the customer wanted to switch. If the customer would instead like to receive a refund, then the exchanged bedding needs to be shipped back to our warehouse per our standard Return Policy. Our Return Policy is available in full on our website, which indicates that shipping costs for sending a product back are covered by the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.According to the defective policy:"If a replacement is not wanted, a defective or damaged item can be mailed back for a refund via our standard return policy. DormCo does not issue return shipping labels or cover the return shipping costs on a damaged or defective item that the customer wishes to return for a refund."Being that this item is not up to standard of the previous 3 we brought from the same company, we wished to return.  We received the item late Dec 6 and was not able to inspect it at that time, however we contacted on January 4 and if they would have stood by the defective item policy we could have had it returned within the 30 day return period.  Since we received the item so late in the day we did not inspect or test it until later that weekend.  As we started using it we realized that it was not holding it's pattern that it was set to, it is not about being synced with our others, its that fact that it has 5 speeds as advertised on the website and it would not stay on the speed set.  This was a very intermittent thing so we kept trying to work with it thinking it eventually would start working properly.  After several days of the item being reset and going back to the initial setting we decided it was defective and working how it was intended and quit using it.  This is stated on the website as such " The lights in this college supplies item can be customized with 5 light speeds, letting you choose between having your dorm lights at a static stand still or alternating progressively faster." So when we select one of the speeds we expect it to stay on that speed selected, not change to another speed or static, of which it was doing.  When speaking with the company they stated that this was how it was supposed to work, but stating that it can be customized to 5 light speeds means that you should not have to correct the speed every time you turn it on.  As I stated, we bought 3 others from this same company last year and they all work as intended and do not have to reset the speed each time it is turned on. Being advertised as a Christmas light, you cannot expect someone to be home every night and adjust the speed as needed.  Regardless of all this, this item is defective and should fall in the policy stated above for defective items and be able to be returned as we had time to return it within the 30 days if communication would have been quicker.
Regards,
Lisa Bryan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have reviewed the business' response; however, that does not change the fact that I never received the Order.  I paid for a product, and did not receive the Order.  The shipment was never signed for by me or anyone in my family.  The shipment was not left at my door, garage, or anywhere on MY property.  Regardless of what the business or [redacted] states, it does not change the fact that the order was never received by me.
Regards,
[redacted]

As our Quality Control Department has reviewed and concluded, this product is not defective and thus would not fall under our policy in relation to defective products. The feature that the customer had referenced as not working is not a feature of this item nor do we advertise it to be on our website or the product's packaging. Due to the amount of time that had passed since successfully receiving the order, as well as that the product the customer received was used for the extent of the holiday season and is thus no longer in new condition, we would be unable to accept this item for a return.

Hello,Per our standard Return Policy we can accept items as long as they are new, unused, in the original packaging, and received back to our warehouse within 30 days from the date of delivery in order to issue a refund back to the original form of payment.This customer's order was successfully...

delivered on 12/6, however we were not contacted by the customer until 1/5 at which point almost a full month had passed. They indicated the product was defective, for which we requested additional information. When we once again heard back from the customer a few days later, they indicated that this Christmas light was not in sync with various other Christmas lights they are in possession of, and thus wanted to make a return. The feature that the customer had referenced as not working is not a feature of this item nor do we advertise it to be on our website or the product's packaging. Ultimately because the light display had been used for the extent of the holiday season and is thus no longer new and unused it does not meet our return requirements per our policy. Our Return Policy is available in full on our website before any orders are placed.

Hello,   This customer originally contacted us on 6/30 as their order that had been delivered the previous day had suffered damaged. Due to mishandling of the package by UPS, the (3) odor absorbers that had been packaged inside of the trunk had broken apart and destroyed some of the inner...

lining of the trunk. Upon being informed of this over the phone, our standard procedure is to request photos, which were sent over by the customer to our email. As the customer quoted, we responded with the following:   “We are not requesting that the damaged VIN Trunks - Rouge Destination (White) be sent back to our warehouse. However please keep the damaged unit for 7 business days, as our Quality Control Department may want to pick up. After the 7 business days, you can dispose of it how you see fit.”   This statement made on 6/30 indicates that the damaged product should be held onto for 7 business days, which would bring us to about 7/11. After that point, the customer could proceed with the product as they deemed fit, but in the meantime the trunk was to be made available for possible pick-up.  In stating that the trunk did not need to be shipped back to our warehouse, it was meant that the customer did not need to pay to ship the unit back to us at their expense. We shipped out a replacement trunk that same day, as the customer had indicated that they were on a time crunch and we wanted to ensure the replacement would reach them in time.   We received further communication from the customer on July 6th informing us that a UPS representative had come to pick up the trunk, but the customer had put in “$75 fixing it.” The customer claimed that they had never been informed that someone might be coming to pick it up. This is in contradiction to our previously quoted email, in which we requested they hold onto the unit in case we wanted it to be picked up. We responded stating that “we are still within [our] time frame which is why the UPS representative stopped by to retrieve the damaged unit that was fit to be discarded. The damaged VIN Trunks - Rouge Destination (White) was not intended for attempts at repair, but was being replaced by a new unit we promptly shipped out from our warehouse. Was the representative able to successfully retrieve the unit or did you refuse the pick-up?” We wanted to clarify the status of the trunk before any further action was taken, as it was unclear from the customer’s most recent email.   The customer confirmed that the pick-up was refused, implying that the unit we were replacing at no additional cost to the customer was still desired as a useable good. Since we had stated to "please keep the damaged unit for 7 business days, as our Quality Control Department may want to pick it up" and the trunk was not intended to be refurbished during this period, we decided after deliberation to have the new replacement trunk returned to our warehouse. The replacement trunk was not overnighted back to our warehouse, but will rather take about 4-5 business days as it will be shipped back the same method it was sent (UPS Ground).   We informed the customer of this, and that we would be shipping out the (3) odor absorbers. These (3) smaller items were in fact shipped out on 6/30, as we had told the customer. However, they were shipped with the replacement trunk, and since the trunk was being returned to our warehouse by the return to sender method, we needed to ship out just these items once again to the customer.   In response the customer called our customer service line and proceeded to have a lengthy phone conversation with one of our associates. Ultimately, after much back and forth and discussion of our documented email correspondence but also our return policy which is available in full on our website, we offered the customer a 30% discount off of the cost of their trunk for the damage that had occurred in order to aid in the cost of repairs.   This is further supported by our two most recent, and final, emails to the customer. Which were specifically requested by the customer and drafted while the customer waited on hold (as per their request). The second email is only slightly different than the first, as the first email was not to the customer’s satisfaction and she wished the (3) odor absorbers to be addressed.   “As per our agreement over the phone, we have refunded you the 30% on the price of the trunk which was originally $99.99, meaning that we have credited your original form of payment with $29.99. Please allow 4-6 business days for the funds to appear back on the Visa. We apologize for the confusion and that you felt there was a lack of communication involving the UPS pickup.”   “As per our agreement over the phone, we have refunded you the 30% on the price of the trunk which was originally $99.99, meaning that we have credited your original form of payment with $29.99. Please allow 4-6 business days for the funds to appear back on the Visa. We apologize for the confusion and that you felt there was a lack of communication involving the UPS pickup. Also: The (3) Stop the Stink Sponges will be sent out TODAY July 7, 2016 to the address provided:  [address removed]”   The customer willingly agreed to this 30% refund for the amount of the trunk back to their original form of payment. This refund request has already been submitted to our Accounting Department for processing and should show up to the customer’s card by the end of next week the latest.   Thank you, DormCo

It is our opinion that this review should not be posted, as there has been an investigation into this customer's fraudulent actions and confirmed theft.  The customer mailed back three empty mailing envelopes with a stolen UPS account. This serious issue has been reported to UPS for which there...

is a current criminal investigation. The customer is believed to be part of a crime ring where it is common to "send back" their orders with Next Day Air shipping on a stolen UPS Account, when in reality the packages are empty envelopes. This was the case with our company, for which we have attached photos of what we were sent from them rather than the brand new trunks they had received. Also attached is verification from UPS of their current findings. We have submitted a formal complaint with the IC3 (Internet Crime Complaint Center) to proceed with a federal investigation. It is our hopes that the FBI acts quickly in preventing this customer from being allowed to attempt this known scam against other companies.

I spoke to the business and they stated that they give the customers a little extension with the 30 day return policy.  He also stated that the business use to cover all cost of damaged returns, until some customers started to damage the product themselves in order to get full refund.

This customer received one of our Yak About It Locking Safe Trunks. They reached out to us as unfortunately they are having trouble understanding the included instructions, to which we have offered to assist in explaining the directions if needed. The customer has denied our attempts to further...

assist them with the assembly, and would prefer a refund. Our standard Return Policy would apply, and we would be able to issue them a refund once the unit they are currently in possession of is shipped back to our warehouse.We have offered the customer a prepaid UPS return label for their convenience, as this shipping cost would be at a discounted rate compared to the shipping cost if they were to buy a label directly from UPS. They have denied this offer as well. Once the trunk is received back to our warehouse and processed, we will be able to issue them the appropriate refund.

Hello,In reference to this complaint, we have filled the order and shipped it within our time frame. Based on the tracking information of this order ([redacted]) the customer's package, which contained the entirety of the order (Calm Mint/Black Reversible College Comforter - Twin XL,...

Supersoft Pillowcases (2-Pack) - College Dorm Bedding - 2-Pack of Mint Pillowcases, and Microfiber Dorm Rug - Black - 5' x 8') was delivered on Wednesday, 7/01/15 and left at the garage. The customer has just contacted us today (7/15/15) about the package claiming that it has not been delivered.Following our standard protocol with shipping issues and lost packages, we filed a Lost Package Claim with [redacted] (see attached form). According to [redacted], they have opened an investigation to search for the package. Typically in situations like this, [redacted] either locates the package to then make a successful delivery, deems the package as "lost", or confirms delivery. After filing this claim, [redacted] informed us that it will take up to 7-10 business days to hear a response, however they typically respond within 48-72 hours. This being said, we cannot refund the customer $90.42 or take any additional action until we hear back from [redacted] when the case is closed. Given the timeliness of their response, we will then take the appropriate actions to meet the needs of the customer.Thank you,DormCo

This customer received their complete order on 7/27 to their shipping address. We received an email from them that was processed once we were back in the office on 7/28, indicating that the Bolt Trunks - Mint they received as part of a larger order they had placed had arrived damaged. As is our...

standard policy, we requested that they send us photos illustrating the damage for our Quality Control Department. We explained that we would never intentionally ship out a damaged unit to our customers, as each unit is inspected before shipping out. Some of the other items they received were actually shipped inside of the trunk, further confirming that the trunk was in good condition when it left our warehouse. As we ship out a lot of orders, we are unfortunately aware that UPS does not always treat each package they receive for transport with the individual care it deserves.   The customer called us and let us know they’d be sending photos, expressing during this phone call that they were not interested in a replacement and would like to return it for a refund. The photos were sent to our inbox, at which time the customer expressed an interest in receiving a different trunk. We responded stating:   “Thank you for sending us the requested photos. We do apologize for the condition this trunk arrived to you in. As I had mentioned earlier, if you would like a replacement of this trunk we can absolutely provide one to you at no additional cost. Unfortunately, we cannot necessarily exchange it for a different style trunk. ….Please just let us know if you would like a replacement of this trunk. We can notify our warehouse to package the trunk better to ensure, this damage does not occur again. If instead you would prefer to return this trunk for a refund, or potentially an exchange, that can be done as well, please just let us know. However, as mentioned prior, we do not cover the return shipping cost.”   Over the course of that day and the following business day a series of phone calls between the customer, our customer service representatives, and our customer service manager occurred. During these phone calls our return policy was reiterated, and it was explained that we were trying to assist the customer by providing a replacement at no additional cost to them. This was agreed upon, and a prepaid return label sent to the email of the customer. However, another phone call was then received by our customer service in which displeasure with our Return Policy was expressed, which we have available on our website for review before any orders are placed. The customer’s desired course of action also became uncertain after their agreement to a replacement of the same style trunk.   The customer still has the prepaid return label, which as of this response has not yet been used. Once we see that the damaged unit is in transit, we will be able to have a replacement of the same trunk shipped out to their address. If they would prefer a refund, then shipping costs for sending a product back are covered by the customer.

I want my report filed on your site. I returned the merchandise and did not send letters with stolen accounts. I will be reporting this to Ripoff Report and other high ranking online sites that warn of companies like dorm co. Thank You