Marble n' Things

I ordered a sample of tile for $10. It was supposed to take 2-5 days to get to me. It still hasn't arrived nearly a month later- I have complained via email, chat and their customer service line- no one will help me. The only guy who I even got to speak to, Alex, said that I slipped through the cracks because of COVID. And he said that he'd have the package shipped. I STILL do not have it (almost 2 weeks later) and now Alex ignores my texts. I am really frustrated and disgusted with this company.

Review: I ordered a chess set and a couple of days later l received a call informing me the color l ordered was out of stock, and inquiring if they could ship an alternate color. I declined, and shopped around and purchased one elsewhere. l called and emailed the company several times after they called because they had charged my credit card. After much delay, they replied and insisted l authorized them to ship the alternate item and informed me it was on its way. I returned the item without inspecting the contents. They refuse to refund my money, claiming the box arrived in good condition but several pieces were broken. They also informed me l am to pay a 15% restocking fee and they refuse to pay return shipping charges.Desired Settlement: I want my 99.00 back, plus the 25. I spent on return shipping.

Business

Response:

Hello,

This customer purchased the item on 12/13 which was friday. This item was not in stock and we immediately called the customer the same day to get an either get an authorization to send out a replacement color or cancel the order. We were not able to make contact with the customer. We called the customer again on monday 12/16 and were able to make contact with her on the phone and advised her that this particular color was not in stock and if she would like the replacement and the customer indeed told us to ship her the replacement color which we did ship the same day via UPS tracking number

[redacted]. On 12/18, customer sent us an email inquiring if her order was cancelled and we replied back to her on 12/20 reminding her that she had authorized us to ship another color and which we already have and she should be receiving shortly. Upon that customer got upset and started sending us emails saying that she never authorized another color so we told her that the shipment cannot be stopped since its in transit so whenever she receives it, she can send it back for a refund. Customer asked us if she would given shipping label for return and we advised her that according to our return policy stated clearly on our website, buyer is responsible for return shipping we charge 10% restocking fee. Customer returned the product back to us on 01/24/14 via USPS tracking number [redacted] Upon receiving, we opened to inspect to make sure everything was okay, we found that many chess pieces were broken and advised the customer of that. Customer told us that she never opened the box and pieces might have been broken on the way to her. All of our items are thoroughly inspected before shipping like. Even if we take her words for it that she received these broken, then she should have opened the box and informed us of it so we could have filed a claim with the carrier. We only have 21 days to file a claim with the carrier. So we advised the customer she should file a claim with USPS since she sent it back to us.

This is a very complex case where there seems to be confusion but one thing we are very clear about that she did authorized us to ship the replacement immediately as it was a christmas gift. In any case, we are willing to work with the customer and issue a $50.00 courtesy credit and she might be able to file for a $50.00 insurance claims with USPS and that would cover her purchase.

We have more details about this case which we feel unnecessary at this time but customer does not accept our courtesy offer then we would send you guys further details.

Please let us know if you have any questions.

Business

Response:

At this point, We believe although we have done nothing wrong but as a courtesy and not wanting to drag it any longer, we would issue a full credit to the customer of $99.00. We are not able to refund more than what we received. We hope it is acceptable to the customer..

thanks

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,