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Lisa Robertson Rating
Address: 325 Westtown Road, West Chester, Pennsylvania, United States, 19383
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Address: 325 Westtown Road, West Chester, Pennsylvania, United States, 19383
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On 7/25/18 I purchased, in good faith, a 7’ Stars in the Sky Christmas tree for $920.00. As I was in the middle of moving I put the box in storage without opening it up. I’ve moved and this past weekend took out the tree to set up. The tree is not 7’. It is a little over 6’ I contacted customer service and they said the window was closed for returns and they no longer had the tree. They also said that they had measured a few of the trees in question and that they came up short of 7’ I feel that this tree is defective. I believe fraud and false advertising have been perpetrated. They advertised a 7’ tree and did not deliver.
To Whom It May Concern:We received notice of a complaint from customer *** where she claimed that shereceived a tree that was smaller than advertised.Below is the series of correspondence we have had with this customer. *** purchasedthis tree on July 25, 2018. When the tree was purchased, the following was clearly stated:"Returnable within 30 days of shipment. Please note: To return this tree, you must contact*** for further instructions. Any return shipping fees will be theresponsibility of the customer."The first time *** made contact with us to bring this matter to our attention was onOctober 8, 2019 which is well over a year past the time of purchase.Upon reviewing the below picture that *** sent of her tree, we advised her that the topof the tree was not fully extended. We have sold thousands of these trees and have never hadthis complaint before. We measured many of them before responding to ***, and theywere all within one inch of 7' when in the stand.We did not misrepresent our product; the customer is just not extending the top of the tree toits full potential. In addition, we are extremely outside of the 30 day return window. Our e-commerce platform does not even allow for refunds to be issued after 180 days due to securityreasons. We aren't able to offer the customer a replacement because we do not offer the 7'tree anymore, and if we did still offer it, the replacement would be the same height as the oneshe received because it is in fact 7' tall.We strive to provide our customers with exceptional products that are never misrepresented. Ifa customer shows us that something they received is defective, damaged, or wasn't what wasrepresented, then we would absolutely take the necessary steps to make the situation right.However in this case, the product the customer received was exactly what we presented.Sincerely,LisaRobertson.com