Flag Fables, Inc.

On [redacted] I ordered a few items. I have ordered from this business for over 5 years without any problems. I have liked the quality of the orders and to my knowledge, haven't returned anything. Until [redacted] I paid the shipping to have an Art Deco pole returned. The item was not as advertised and the quality was the worst I have seen. It's an art sticker on a pvc pipe. The item description leads you to believe it's hand painted art. A pole is not a plastic pvc pipe. I am disabled and could not pick up the heavy merchandise from Po box and had to wait for someone's help.I also needed help opening it. I had to have help also returning the item. I did not expect any payment back for the shipping [redacted] I was glad just to see the item gone. There was no invoice or any paperwork sent from the business regarding return or order info, which I consider rude. They expect you to go online and find it to print yourself. I also sent 3 emails notifying [redacted] the item was being returned and why, along with the purchase info. [redacted] did not respond to any of my emails and returned the box by writing "REFUSED" in bold black letters but she took the time to reprint a label for return. It was like a slap in the face. I can't pick up this box due to disability reasons and so it sits at the Po box place. My postal office person stated he had never seen this happen before and said the business should have taken it. I called [redacted] and she was rude and evasive as to her explanation of debt package and stated she did not get any of the 3 emails I sent. She refused any help and I told her that I had no other option then to take her to court. She seemed unmotivated to do the right thing and told me the 30 days starts from their shipping date. It doesn't matter if the item is late and how do we know what date the shipping date is anyway vid she is lying about not getting emails. Also it's harder for disabled people that have to wait for help with heavy items. This is a very big and heavy itemProduct_Or_Service: Art Deco 4 ft garden poleOrder_Number: XXXXXAccount_Number: [redacted]Desired Settlement[redacted] needs to have the box picked up from my Po box place by ups or fedx and refund the item. It would be nice if her to now refund the [redacted] due to how she mishandled the whole experience. She needs to do the right thing.Business Response Our company has had a long standing, generous policy of accepting returns or exchanges within 30 days of the invoice date. We require that the customer simply contact us (by phone or email) to receive a "Return Authorization Number" that is to be noted on the outside of any returned package or box. This Return Authorization Number requirement allows for us to communicate with the customer, identify and discuss the reason for return, advise the customer how to return their purchase and also remind them of the allotted return time period. This is all in an effort to help facilitate a smooth transaction for both parties. Our return policy is noted in detail on our website, on each customer sales invoice and in our catalog. Both the invoice and a copy of our catalog are included in each shipment. (Further documentation can be provided if that would be helpful.)This customer placed an online order on Saturday, [redacted] We shipped her order for three items to the address she provided on Tuesday, [redacted] the next available UPS shipping day.We received a returned UPS package on [redacted] Although there was no Return Authorization Number on the box, and we had not received any prior communication about this order/shipment, we were able to identify the shipment based on the return address. Because the return was received 11 days beyond the allowable return period and had no Return Authorization we refused the package and gave it back to the UPS driver. The customer called me on [redacted] to protest that her return had been refused. She said that she had sent three emails to me personally on [redacted] I explained that I had never received them but unfortunately she did not believe me. (Upon further research, after our phone call, I discovered that she had sent an email to [redacted] and had copied me on the communication. Unfortunately there was a typographical error in the email address she used which explains why I never received her communications.) She stated that our 30 day return policy is "unacceptable" and not to her liking. This was her first communication with our company regarding this order - a full 9 days beyond the permitted return time period.In her submitted complaint to [redacted] the customer comments that "the item was not as advertised". She further states that "the item description leads you to believe it's hand painted art". We make no such claim in our online description. It is described, in part, as follows: "The Art Poles from Studio M feature artwork laminated onto an all-weather PVC pole....." We strive to be as accurate as possible with our online descriptions but must rely on our customers to read the descriptions and decide if the product is to their liking before purchasing.On [redacted] this customer initiated a chargeback with [redacted] for her entire purchase in the amount of [redacted] The cost of the disputed Art Pole is [redacted] The other two items cost a total of $33.90. The $171.85 has been removed from our PayPal account. As of today we have no payment for any of these items and yet the customer has all three products in her possession.Our company filled this customer's order correctly and in a timely manner. The product that was sent was the same as described on the website. The return policy is clearly stated in multiple places. All in all we believe that this complaint to the [redacted] and to [redacted] is unwarranted.Please let me know if you need any additional information in order to reach your decision.Thank you.