KP Home Collection, LLC

I ordered for my business, *** * *** *** *** tart/wax warmers to sell at my shopAll but one came damaged, not usable without repair and most had no bulbsI immediately called the company to report the damageMorgan at KP responded with this "When we received these there were so many that came in this conditionThat is why they were put on sale and also noted that "some assembly may be required, as well as not all bulbs included" So I will send your information over to my claims department for review..but, the pieces can be glued back on, so I am not sure how they will go about thisI am going to need pictures and an order number in order to get this sent over."
I then attached a photo of the web page showing NOTHING that states that they are expected to arrive damagedA sale on the part of a wholesale company does not mean damagedI have operated a business for years and never have I paid for damaged itemsUntil now...and KP wants me to pay to ship them back

08/30/17Dear *** ***:I'm writing on behalf of KP Home Collection, LLC in response to your recent letter regarding Claim ID number, ***, KP Invoice #*** (Doc #4)Below is our response and Statement.Business Statement:The product being disputed clearly states online that bulbs are
not includedThe customer did retrieve an old photo online somewhere (possibly an old *** post) that stated bulbs were included however, each individual item you click on to order states clearly that bulbs are not included and that some assembly may be requiredI've included documentation of the product listings pertaining to her order(Doc #1-3) We offered a full refund to the customer and waived the restocking fee for herHer only responsibility would have been the return shippingThere was no damage to the products or boxes at all or shown on the photos she sent us(Doc #5-10) The assembly she is referring to is simply gluing the block back in the bottom of the warmer, you can also see that block in the photoThere is nothing wrong with or anything that she would need to do with anything electrical as she statedAll the tart warmers, originally sold for $14.50ea(Wholesale pricing), they were reduced and clearance priced at $8.50eaas soon as we learned our shipment was inconsistent and that some did not have bulbs or that the glue on a small percentage of the wood blocks popped looseWe reduced the product immediately, sent out a newsletter, and updated online descriptions for all tart warmersAll warmers were reduced even though many were fine, just in case customers received some without a bulb.Her specific order of 7, she had one without a bulb, I am sure she supplied our email correspondence, however if she did not I gladly willIt is very large to print with the photos So I did not want to confuse anythingShe probably hasn't mentioned to you that she did order a warmer previously at full price, the same exact warmer as *** in a different Color, black Item # ***Order #*** 2/26/(Doc #11) with no complaintsShe is familiar with the productThey are not damaged in any way the photos she supplied shows no damageI will attach our policy for returns which she agreed to when she set up her account and placed orders(Doc #12) We waived the restocking fee for her as wellWe've sold over 5,tart warmers out of the shipment and this is the only complaintShe was very inconsistent when she sent her information to us via email and seemed livid immediately, we had to ask for photos twiceSince then, she's posted negative reviews on both our *** pages with conflicting information on each and has never even been to the one location(Doc #13) We are happy to refund her in full upon receipt of the tart warmersAlthough very doubtful, we would certainly appreciate removal of her negative reviews, they are certainly the only ones out of all our customer reviews.***, I will happily provide any additional information you may needI apologize for the delay in response, I was out of the country for days in August which is when your first letter arrivedI'd just like to add that we've been in business since offering wholesale home décor, we became LLC in and have never had any negativity such as this.Sincerely, KP Home Collection, LLCMatthew F

Complaint: ***
I am rejecting this response because there is very little in the entire letter that is truthfulI have attached the wholesale home page for tart warmers and a screen shot that was taken from my i-phone shortly after providing the proof KP Home Collection asked me to provide of the damaged items and I included the page that no where showed these items as "damaged" and again the bottom portion of the page shows "punched tin tartwarmers come with a watt bulb", and my cell phone dated those pictures as August 7th, That being said, the bulb was NOT my main issue (this just shows they were sent incomplete). My issue was the damage that these tart warmers were sent in and I purchased them in good faith expecting them to be in tact & complete (price reduced does not mean broken)...the fact Matthew F*'s argument in his rebuttle letter stated that "I ordered tartwarmers from KP in the past (invoice dated February 26, 2015, over years prior) and "I know the condition the tartwarmers come in"...if that were the truth, is he wanting Revdex.com to believe, that years ago they were selling these at $damaged to me? Or is KP insinuating that they were not damaged...they were well aware they were, simply read the attached email from Morgan That doesn't make sense so why offer my order historyI order from multiple companies over years and get tartwarmers from many...I'm glad that when I ordered one in I did not have this problem...there was no damageI would have recalled this ridiculous process for reporting damages that is so incredibly absurd When you are a business selling wholesale, you often have SALES...very rarely does a SALE mean you are getting BROKEN or DAMAGED itemsFrom the moment I reported the damage and provided all those photos (see attached screenshot picture again dated Aug 2017) I was hassled to provide proof, to send back and pay shipping...no one there EVER offered me a complete refund! So the letter is false! See attached email photo from Morgan at KP showing that the "Claims department said that if I pay to send them back then they could waive the 20% restocking fee...they said that the tartwarmers are as is and that is why they are reduced." No where does it say they offered me a full refund-they did not ad have not! No where on their wholesale shopping page does is say they are damaged and on sale or that they are non-refundable or non-returnableIt simply says REDUCED! (See attached photos)I have spent far too long on this company and its illegal selling practicesI think they are a fraudulent company who is selling broken items and putting customers through a hassle just so they don't have to offer any moneyThey also had a certain amount of time to respond and did not until now...They have now removed me from their wholesale customer sign on on the web site as wellInteresting that they should have nothing to hide so why lock me out? I would never order anything from this place again and would urge anyone to think twice about on-line ordering with KP Home CollectionRemoving negative reviews would be unfair as the pictures are factual and Matthew F*'s letter is filled with untrue statements and unfulfilled refunds and inconsistent excuses
Regards,
*** ***