Needham Electric Supply

horrible customer service - trouble returning merchandise - never told of return policy including restocking and shipping charges - also I brought in a broken shade to order a new one - [redacted] measured and ordered (the professional)- new shade does not fit lamp and cannot be returned or credited for - ended up paying gettens $100 and receiving no merchandise.Desired Settlement$40 to cover cost of new shade which does not fit - assumed the saleswoman knew best and let her order the correct size - I left the old shade with her and she disposed of it so it will be difficult to find a correct shade - very frustrating experience - I had to make numerous calls to get a final decision.Business' Initial Response Hi [redacted], I apologize for the delay in our response to your inquiry. As I mentioned today, only one request reached me on May 10th. A summary of the purchases and returns is attached ([redacted]) with comments and action taken. Also attached is our return policy posted in the store. I did speak with [redacted] and made refunds in accordance with our policies. We have limited space and frequently special order products for customers from catalogs or displays. These are considered non-stock items. We do carry limited inventory and these items are considered stock. We do advise customers prior to placing special orders of the return policy. In reference to the shade purchased (price $40.00), in all cases this item is a special order. We do not carry these and will order from a catalog with the customer along side as we measure and confirm size, color and fabric. The customer must prepay for the order since it is a special order. [redacted] returned this item without the cellophane wrapper. She feels we made an error in measuring. I asked her to bring in the original to verify and she said she threw it out. Under the circumstances I told her I could not credit this back. In reference to the pendant (price $327.00), this was also a special order item. She brought this back with the original packaging and I did credit her the amount less restocking fee of $49.05. In an effort to keep good customer relations I absorbed some of the restocking fees. Restocking fees are costs associated with the vendor and retailer taking items back such as inspections and shipping charges. In the case of the second pendant ($60.00) this was a stock item and fully refunded. Please contact me if you have any questions or need further information. Thank you, [redacted]________________________________________[redacted] Needham Lighting Center[redacted]Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)Not accurate never told policy [redacted] measured n trashed old shade [redacted] not professional manner harsh when asked questions. Purchased three items when always mt intention was to keep one for one spot again never told of return policy