Kiefers.com

Initial Business Response / [redacted] (1000, 13, 2016/01/20) */ Re: Complaint by [redacted] On or about December 14, [redacted] orders prisms from our www.chandelierparts.com unitChandelier Parts is an operating unit of Kiefers.com, Inc., a Minnesota Corporation in business since Our other operating units have been in business since We deal with thousands and thousands of customers and orders each year in our various operating unitsWe get very few complaints and very few returnsWe have over 50,chandelier parts customersWhile most of our customers are repeat customers some are like [redacted] who order once and may not be familiar with the product line This customer was advised of our terms and had the option to return the items for a refundOur return policy is on our FAQ page (#13) and has been unchanged for many, many years"We have a day return policy on all productscustomer may return products, less a 25% restocking fee, up to days after their purchase for a cash refund less S & H"Our minimum order shipping and handling is $which applies up to $ordersOrders over $use a graduated scale of roughly 10% of the order cost In this case the order total was $The items purchased were $plus our minimum S & H of $which equals the $If the customer elects to return the items, it is at his expense and we will credit him 75% of the $he paid (credit of $4.35) for a net refund of $The customer apparently was unhappy with our terms and wants us to pick the items up at our expense and refund him his full payment amount which we cannot doWe've found in years our prices, terms, return policy all to be extremely fair and standard for the industry Chandelier parts are a specialty item that requires special handling and care in shippingWe've learned over the years we cannot just drop crystal prisms in an envelope and hope they arrive undamagedOur minimum shipping charge reflects the special care we must useWe do not have a "minimum order" and as such find the $a very fair way to insure proper packing and shipment of small dollar orders such as this order We are an "Authorized Swarovski Reseller", one of only four in the North America lighting industry for Swarovski, the worldwide leaderAs such our product line is vast and incorporates thousands of styles, sizes and colors of prisms from around the worldBecause they are crystal all require special handling and careWhile our shipping of $may seem high for a $order amount, it is notThe customer could order times that amount for the same priceWe have to have a policy and ours has evolved over many years of being in business The photo on our website of product #is correctIt is a photo of a leaded Asfour Egyptian prismThe 872-is the millimeter (inch) and the 872-is the same prism but in a 2-1/2" inchWe do not reshoot each item in the different sizes and this item is available in many sizesAs the sizes go up and down the prisms do take on a slightly different appearance in the facets, but the are the same prismThis is industry standard with all manufacturersSome prisms go from 1-1/all the way to 8" inches so you can imagine they take on a different look as sizes increase Our return policy is very fair and has stood the test of time with our very unique product lineMr [redacted] has made posts on the internet about us being unfair and being bad people to do business withIt seems that Mr [redacted] is very unfair and wants the rules bent for himIt is not in our best interest to change our refund policy just for Mr [redacted] , especially when he is in error A substantial claim that Mr [redacted] made was that we didn't send what was photographedWe sent Asfour crystal, which is now laser etched in some casesThis does not change anything regarding the product Note we have attached a copy of our TermsPlease take note especially of items #and # Also, Mr [redacted] has posted on Facebook untruthful statementsWe are reviewing whether or not we have a cause of action against him for spreading incorrect material against us on FacebookHe says some very untrue things that are harmful to us and our reputation Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject the response givenThis case is very simple The chandelier crystals that are advertised on their website with detailed photos are NOT the crystals I receivedTheir photos are very clear and match perfectly what I needThe crystals shipped are very differentWhen a company advertises a certain product (especially with photos) and then sells a different product, that is ADVERTISINGWhen I called to inform the company that a mistake had been made I was told that the manufacturer had changed designsI simply responded that the crystals I received DIDN'T MATCH those on my $5,chandelier and only requested that they accept the product returned and pay for initial and return shipping (please note: THE TOTAL WOULD HAVE BEEN LESS THAN $50.00)I was told that they would not accommodate me event though the item was advertised incorrectly and that I would have to pay as detailed in their response aboveI would like to say that for years I have been in sales and believe that integrity is the basis for a good reputation and happy customersAs a sales person I WOULD NEVER EXPECT MY CUSTOMER TO PAY FOR MY MISTAKE THIS IS CLEARLY NOT THE CASE WITH KIEFERS.COM !!! My position is unchangedThe company advertised falsely, sold me a product that I didn't order, and refused to make good on itKiefers approach to customer serivice is severely lacking and is willing to lose customers, and good name, for the sake of a few dollars Final Business Response / [redacted] (4000, 17, 2016/01/25) */ Our position remains unchangedThe customer is welcomed to return his $purchase within the terms which he purchased, like all our other customers Our shipping policy has been unchanged for yearsWe are unable to change our entire purchase/returns policies to accommodate one very vocal customer We will extend our returns policy beyond our standard days and waive the 25% restocking fee should the customer return them by February (days) and they are in the same new condition they were when they were shipped Mr [redacted] perhaps should not order online and is certainly not welcome to order from us again