When we received the order, we responded with our policiesUnder the damage materials, it stated this:Damaged materialsGlasscraft is not liable for damage or loss of merchandise after it leaves our warehouseEvery order is carefully packed and inspected by experienced personnel to insure safe
arrival of your shipmentIf damage or loss does occur, the customer must contact either Glasscraft or the carrier as soon as possibleOnce you initiate the claim with the carrier, notify Glasscraft and we will assist you in expediting your claimThe customer must retain the entire contents of the damaged shipment, including the box, all packaging materials and the merchandise for inspection for daysThe customer is responsible for reporting damage on freight shipments directly to the carrier at the time of deliveryGlasscraft is not responsible for assisting with claims to freight companies.As I told the customer:Unfortunately we cannot refund your cutting feesThe damage was done by UPS, so we would have had to file a claim with them. If you had notified us early in the week of 5/23/2016, when you received the damaged package, we could have immediately put in a claim and shipped more tubes at their expenseYou would have had the new tubes by Friday, May 27th, when you had the tubes cutHowever, UPS must inspect the package and damage (they would have done so quickly) and currently there is no broken product in the packaging to inspect. We also could not justify a cutting fee of for tubes when the cost of tubes was I can offer a credit on your account of 1/of your shipping cost ($28.19) for a future purchase As for the extra charge on the credit card, when Hugh ordered, our system estimates shippingThe original shipping estimate was for $and the actual shipping cost was When the order was placed he was sent the shipping policy as well, it stated this:Shipping charges are determined by weight, the dimensional size, the destination, and the method of shipmentThe cost of insuring you shipment is included in the total shipping chargeA standard fee is added to the shipping total to cover the costs of packing materialFor freight shipments, a $pallet fee is added to the shipping costsWhen shipping kilns, a $crating fee appliesWe are currently only able to provide an online shipping estimate for UPS at this time. Notify us if you need to be contacted with your shipping total before your order is charged and shipped if utilizing another shipping companyFinal freight charges are determined only after a package is packed and weighed. Your invoice will be adjusted and you will be billed for the actual amount. All of this information was sent to the customer when we received the order, before we packed and shipped his orderHe was aware of our policy and once he received the damages he did not report them to us to give us the opportunity to fix the problemInstead he sent them to a third party and demanded that we reimburse his costs
Complaint: [redacted]
I am rejecting this response because:The company accepts no responsibility and has made no attempt to reach a compromise; this is unprofessional. In addition, they admit to running a scam on the shipping charge. They initially charged my credit card $50.40 for shipping and then a few days later made a further charge to my card. The website gave no warning of this behavior. This is beyond unprofessional; theft is a felony offense. I thank the Revdex.com for their help but this will have to be resolved at a higher level.
Sincerely,
[redacted]
When we received the order, we responded with our policiesUnder the damage materials, it stated this:Damaged materialsGlasscraft is not liable for damage or loss of merchandise after it leaves our warehouseEvery order is carefully packed and inspected by experienced personnel to insure safe
arrival of your shipmentIf damage or loss does occur, the customer must contact either Glasscraft or the carrier as soon as possibleOnce you initiate the claim with the carrier, notify Glasscraft and we will assist you in expediting your claimThe customer must retain the entire contents of the damaged shipment, including the box, all packaging materials and the merchandise for inspection for daysThe customer is responsible for reporting damage on freight shipments directly to the carrier at the time of deliveryGlasscraft is not responsible for assisting with claims to freight companies.As I told the customer:Unfortunately we cannot refund your cutting feesThe damage was done by UPS, so we would have had to file a claim with them. If you had notified us early in the week of 5/23/2016, when you received the damaged package, we could have immediately put in a claim and shipped more tubes at their expenseYou would have had the new tubes by Friday, May 27th, when you had the tubes cutHowever, UPS must inspect the package and damage (they would have done so quickly) and currently there is no broken product in the packaging to inspect. We also could not justify a cutting fee of for tubes when the cost of tubes was I can offer a credit on your account of 1/of your shipping cost ($28.19) for a future purchase As for the extra charge on the credit card, when Hugh ordered, our system estimates shippingThe original shipping estimate was for $and the actual shipping cost was When the order was placed he was sent the shipping policy as well, it stated this:Shipping charges are determined by weight, the dimensional size, the destination, and the method of shipmentThe cost of insuring you shipment is included in the total shipping chargeA standard fee is added to the shipping total to cover the costs of packing materialFor freight shipments, a $pallet fee is added to the shipping costsWhen shipping kilns, a $crating fee appliesWe are currently only able to provide an online shipping estimate for UPS at this time. Notify us if you need to be contacted with your shipping total before your order is charged and shipped if utilizing another shipping companyFinal freight charges are determined only after a package is packed and weighed. Your invoice will be adjusted and you will be billed for the actual amount. All of this information was sent to the customer when we received the order, before we packed and shipped his orderHe was aware of our policy and once he received the damages he did not report them to us to give us the opportunity to fix the problemInstead he sent them to a third party and demanded that we reimburse his costs
Complaint: [redacted]
I am rejecting this response because:The company accepts no responsibility and has made no attempt to reach a compromise; this is unprofessional. In addition, they admit to running a scam on the shipping charge. They initially charged my credit card $50.40 for shipping and then a few days later made a further charge to my card. The website gave no warning of this behavior. This is beyond unprofessional; theft is a felony offense. I thank the Revdex.com for their help but this will have to be resolved at a higher level.
Sincerely,
[redacted]