Freedom Display Cases

Dear [redacted] ,You purchased a shadow box on 11/26/and send me an email on January 7th, requesting a replacement for a Plexiglas and requested a name plate which is not included in the purchase of the shadow box as per our product description and Most Frequently Asked Questions” (please see our excerpt below).I explained to you via email that the name plate was not included and copy the description as it appears in our website at www.freedomdisplaycases.comOn, 1/20/you asked me to send a replacement of the Plexiglas, I proceeded to send a replacement of the Plexiglas even though we specified in our website that customers have days to return shadow boxesYour request was done more than days after you purchased the shadow box, I went ahead and sent a Plexiglas replacement for your shadow box at your request after the day return period, Please see your requesting that I send the Plexiglas to him,I tried to accommodate you even though you contacted me after the day return deadlineI copied below our return policy as stated in our website since You can see our return policy at www.freedomdisplaycases.com under Most frequently asked questions."What if I am not satisfied with my order after it arrives? At Freedom Display Cases, we stand behind the quality of our productsIf you return the merchandiss for any reason within days of the date of delivery, we will issue an exchange or refund, or credit your accountUpon return, we will inspect the merchandise, Make sure that you do not deface the boxes and return thern in the same condition as you received themYou will be responsible for additional shipping charges if no mistake was made by usBefore returning any merchandise, you need to call or email us for authorization, There is a $restocking fee, if you cancel an order once it has shipped, we will apply a restocking fee for each item cancelledImportant: Shipping fees are not refundable.Please let me know if you have any other questions.Best regards,Firgia N***Freedom Display Cases

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Complaint: ***
I am rejecting this response because: it is and woefully inaccurate: The ONLY reason that the product wasn't returned within days of purchase was because Freedom Display delayed shipping by a month because they were out of stock of the color ordered! They also acknowledged a problem with receiving phone and eMail messages due to "arctic weather" last winter! My response was within days - not weeks or months!The product as shipped was damaged and not as advertised; the replacement part was also damaged! Just want shipping label to return it and refund, and be done with Freedom Display Cases!

Dear [redacted],You purchased a shadow box on 11/26/2013 and send me an email on January 7th, 2014 requesting a replacement for a Plexiglas and requested a name plate which is not included in the purchase of the shadow box as per our product description and Most Frequently Asked Questions”...

(please see our excerpt below).I explained to you via email that the name plate was not included and copy the description as it appears in our website at www.freedomdisplaycases.com. On, 1/20/2014 you asked me to send a replacement of the Plexiglas, I proceeded to send a replacement of the Plexiglas even though we specified in our website that customers have 30 days to return shadow boxes. Your request was done more than 30 days after you purchased the shadow box, I went ahead and sent a Plexiglas replacement for your shadow box at your request after the 30 day return period, Please see your requesting that I send the Plexiglas to him,I tried to accommodate you even though you contacted me after the 30 day return deadline. I copied below our return policy as stated in our website since 2010. You can see our return policy at www.freedomdisplaycases.com under Most frequently asked questions."What if I am not satisfied with my order after it arrives? At Freedom Display Cases, we stand behind the quality of our products. If you return the merchandiss for any reason within 30 days of the date of delivery, we will issue an exchange or refund, or credit your account. Upon return, we will inspect the merchandise, Make sure that you do not deface the boxes and return thern in the same condition as you received them. You will be responsible for additional shipping charges if no mistake was made by us. Before returning any merchandise, you need to call or email us for authorization, There is a $8.00 restocking fee, if you cancel an order once it has shipped, we will apply a restocking fee for each item cancelled. Important: Shipping fees are not refundable.Please let me know if you have any other questions.Best regards,Firgia N[redacted]Freedom Display Cases

Review: I ordered a flag display case/military shadow box to give to my Father as a Christmas present. The case arrived on December 20th in an unsatisfactory condition. The wood was gouged and scratched in several locations. The company's website states that the customer has 14 days to return a product but that the customer first has to contact the company for authorization. I sent 3 emails with pictures included and left 3 voicemails between December 21st and December 31st. I received a response on January 3rd stating that "A UPS representative will pick up the display case and we will issue the refund once UPS returns package to us." I immediately responded to that email asking what actions I had to take in order to get the item sent back to the company. Again, I didn't receive a response. The lack of responses and overall customer service is absurd.Desired Settlement: I would like a full refund for the product and the shipping costs. I would also like for the company to pay for return shipping.

Business

Response:

Dear **. [redacted],

Review: I had ordered a shadow box with flag on October 22, 2013. I received two separate tracking notification emails for my order with a scheduled delivery on October 28, 2013. My order number was [redacted] and the UPS tracking numbers are as follows: [redacted] and [redacted]. I noticed on October 28th that the tracking showed my packages were delivered at 5:48pm, when I went to retrieve my packages they were not at my door. I called UPS and they stated that they shipping company will have to initiate an investigation with UPS. On Freedom Display Cases, they only have two contact methods, which are email or fax. I sent them an email that evening and they responded back by saying they would contact UPS and that I check around my neighborhood. I did check with my apartment complex management and they did not see any packages for me and I did look around my neighborhood as well. UPS called me on November 12th asking about the issue I had with receiving my packages and that if the shipping company has worked with me on sending me another product. I told UPS that I had not heard from Freedom Display Cases. As of today, November 19, 2013 I have not heard from Freedom Display Cases since October 29, 2013. I did find a 1-800 number for them, I called them and left a message, I have sent them emails, asking about the status of the UPS investigation and they have not returned my call or emails. This shadow box was for a members retirement ceremony on November 16, 2013.Desired Settlement: I would like to hear from the company to show that their customers are important to them. I would like either a refund or new products shipped that require a signature so that way their is proof that the product is received by me.

Business

Response:

A full refund for **. [redacted] was processed on 11/21/2013 in the amount of 182.85. Unfortunately, our company will not deliver to her address because packages are not safe at that location.

Review: Purchased a memorial flag display case for a veteran. Delivery was severely delayed due to unavailability of ordered fabric color. When finally delivered, there was damage to product. Replacement part was also damaged. Made SEVERAL attempts - by both phone and eMail - to return product - well within seller's 30-day return period (after receipt of product and replacement part), but have had NO response from seller.Desired Settlement: Return of product and refund of payment

Business

Response:

Dear [redacted],You purchased a shadow box on 11/26/2013 and send me an email on January 7th, 2014 requesting a replacement for a Plexiglas and requested a name plate which is not included in the purchase of the shadow box as per our product description and Most Frequently Asked Questions” (please see our excerpt below).I explained to you via email that the name plate was not included and copy the description as it appears in our website at www.freedomdisplaycases.com. On, 1/20/2014 you asked me to send a replacement of the Plexiglas, I proceeded to send a replacement of the Plexiglas even though we specified in our website that customers have 30 days to return shadow boxes. Your request was done more than 30 days after you purchased the shadow box, I went ahead and sent a Plexiglas replacement for your shadow box at your request after the 30 day return period, Please see your requesting that I send the Plexiglas to him,I tried to accommodate you even though you contacted me after the 30 day return deadline. I copied below our return policy as stated in our website since 2010. You can see our return policy at www.freedomdisplaycases.com under Most frequently asked questions."What if I am not satisfied with my order after it arrives? At Freedom Display Cases, we stand behind the quality of our products. If you return the merchandiss for any reason within 30 days of the date of delivery, we will issue an exchange or refund, or credit your account. Upon return, we will inspect the merchandise, Make sure that you do not deface the boxes and return thern in the same condition as you received them. You will be responsible for additional shipping charges if no mistake was made by us. Before returning any merchandise, you need to call or email us for authorization, There is a $8.00 restocking fee, if you cancel an order once it has shipped, we will apply a restocking fee for each item cancelled. Important: Shipping fees are not refundable.Please let me know if you have any other questions.Best regards,Firgia N[redacted]Freedom Display Cases

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: it is false and woefully inaccurate: The ONLY reason that the product wasn't returned within 30 days of purchase was because Freedom Display delayed shipping by a month because they were out of stock of the color ordered! They also acknowledged a problem with receiving phone and eMail messages due to "arctic weather" last winter! My response was within days - not weeks or months!The product as shipped was damaged and not as advertised; the replacement part was also damaged! Just want shipping label to return it and refund, and be done with Freedom Display Cases!