Hoss Tools

Per our Return Policy which can be found at https://hosstools.com/return-policy-2/, we will only pay for return shipping costs unless the return is a result of our error.  Upon inspection of the returned products, there was absolutely nothing wrong with the returned products.  They were...

reassembled and used in our test gardens and worked perfectly fine.  Also per our return policy, opened items will be subject to a 10% restocking fee.  We do not ever place return labels in our packages because our returns are minimal (less than 1% of orders).While speaking on the phone with the customer, the customer stated that she threw away the box in which the package was sent.  The customer shipped the products back to us in multiple boxes, which is likely why the shipping costs were so much.  It is not our fault that the customer poorly repackaged our products to the extent that the shipping costs were three times as much as they should have been.  In addition, the customer used duct tape to repackage the products.  Removing the duct tape from the returned products resulted in paint loss and damage to the wooden handles, so that the products were not able to be resold.  While speaking on the phone with the customer, she mentioned that she did not intend to use these products as gardening tools, which is the intended use.  She stated that her and her friend wanted to use the product for "exercise."  She stated that the product did not push well in the ground on her property.  She also stated that she was using the product in "unworked" ground, which is again not the intended use of our products.  Our products are intended to be used in worked or tilled ground.  Because the customer has no gardening experience and did not intend to use the product for gardening, it is evident that her evaluation of the usefulness of the product is flawed.We processed the refund of the products minus the 10% restocking fee as our policies state that we will do.  We spoke to the customer on the phone about processing this refund and she was cordial and understanding.  After processing the refund, her friend began to repeatedly call our office and harass our staff.  Her friend was insistent that we had not responded to any of her email communications.  Upon talking further with the friend, it was evident that her friend had been sending emails to the wrong email address.  She was sending emails to [email protected] instead of the correct address which is [email protected].  She also was using the incorrect email address in an attempt to communicate with our secretary.  We had notified the customer previously of the correct email addresses, but the customer's friend continued to insist that we were ignoring them. The customer's friend continued to call our offices multiple times a day and ask to speak to the owner, but she would not provide any return contact information for our owner to contact her.  A few days later, she happened to call when the owner was present and she was able to talk to the owner on the phone after she had harassed our office secretary.  The customer's friend told the owner he was a liar and insisted that his products were poorly manufactured and had a "design flaw."  The owner informed the customer's friend that he had been in the gardening and horticulture industry for many years, and that maybe the customer's friend was poorly informed on the subject.  The customer's friend continued to harass the owner and call him a liar.  At that point, the owner became frustrated with this person's lack of ability to listen to what he was trying to convey, and he hung up on her and told her not to call our offices again. She continued to call our offices multiple times after that, and our owner told her multiple times to please not call our offices again.