Family Health & Fitness Magazine

To Whom It May Concern,This letter is in response to a complain filed by [redacted] ordered a bathroom vanity from our company on 04/21/2016. The description of the vanity clearly states that the unit is silver with mirrored finish (You can see description at:...

http://www.discountbathroomvanities.com/Chans-Oriental-NLHF006-Mirror-24-Modern-...⇄ Along with the description, there are pictures of the unit as well. All of the pictures show the unit as having a silver finish. Shortly after receiving the bathroom vanity, [redacted] contacted our company by phone and via email stating that she was under the impression that the vanity finish would be gold and that she would like to return the unit.Customer was provided with return instructions following our standard return policy (http://www.discountbathroomvanities.com/return-policy.html ). Our return policy reads: “If the item that you received is not what you expected or you are not satisfied with it for any other reason, you can return your purchase within 30 days of receipt.  You can exchange the item or receive a refund of your purchase price minus our shipping and handling costs.  Any upgraded shipping costs will not be refunded.  If you purchased a product with free shipping, that shipping cost will be deducted from your refund.  Also, be aware that some items carry a restocking fee which will also be deducted from your refund.” Based on this policy, customer would be responsible for round trip shipping costs as well as restocking fees, as the item she received was simply not to her liking and there was nothing wrong with the item.[redacted] refused to be responsible for the costs associated with the return, claiming that the vanity should have been gold. It is possible that the customer’s monitor resolution was showing the item to be a different color than it really is. According to our disclaimer (http://www.discountbathroomvanities.com/disclaimer.html ): “We make every effort to ensure that the images on our website accurately reflect what our products look like. While we are confident that the color of the item you purchase will very closely approximate what you see on your computer display, variations from one monitor to another preclude us from guaranteeing an absolute match. Items may also differ slightly as a result of ongoing product improvements that occur at the factory.”We have been selling this bathroom vanity for over 5 years and this is the first customer to ever mistaken the color for anything other than silver.We will be happy to accept the return of the bathroom vanity provided customer repackages it in its original packing materials, gets it ready for shipping and agrees to the return costs associated with the transaction.At this time the customer is in the possession of the bathroom vanity and is refusing to have any further contact with our company regarding this matter. The last communication with her was when she threatened to file a charge back with her credit card if she doesn’t get this returned at no cost to her.After several days, the customer had filed a charge back. The credit card company had resolved this charge back in favor of our company, confirming that the product description and images are correct on our website and we had offered customer reasonable solution.[redacted] never requested an exact shipping quote from us. This vanity was shipped by large freight company. The shipping cost from manufacture in FL to the customer in NY was $178 + $35 for additional packaging. If customer agrees to ship this vanity back, we will provide the shipping quite back to the manufacture with all necessary documentation.[redacted] also can bring this vanity to our NJ warehouse and we will refund full amount of the vanity, minus the original shipping cost, which is $213.Thank you.