Online Sports

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attn: *** ***I have read the response from Online Sports and do not agree with any of this. I feel this is very bad business practice on their part. First of all I would like to see these letters that *** is talking about where everyone is saying the pool table was not damaged. The table was not ever off loaded at my house, so I did not see the damage. The delivery driver pointed out the damage to me and my husband, and we went by what he told us. So it was the driver that said it was damaged, not us. He wouldn't even attempt to take it off the truck. However, by the looks of the packaging, it did appear to us that it was damaged. I cannot express enough that it was the driver who suggested that we refuse delivery because "it was damaged". At this point, I feel that I should be refunded what is owed to me and let Online Sports deal with getting the shipping charges from the freight company. It WAS the freight company's driver who talked us into returning the shipment. I realize he is not telling the truth about the conversation he had with my husband and me (his word against ours), but I feel I am getting ripped off by this company.I had sent a certified letter to the President of Online Sports regarding this. If this company really cares about their customers, I would like to know why I have never received a response from him. I have NEVER had problems like this with any other company for any reason. I am sure that if I ordered this pool table through *** like I did the original order, I would not be having this problem now. I deal with *** all the time and should not have listened to *** at Online Sports when he suggested to order directly through him Since the driver did not want to take the merchandise off the truck where we could examine it ourselves, I strongly feel that the freight company is liable for the shipping fees due to the actions of their driver. I really don't know what else to do about this. Everyone seems misled as to the truth of what actually occurred from start to finish. I am years old, have dealt with many companies, returned damaged merchandise and have NEVER had a problem like this.I would greatly appreciate your committee taking the time to take everything into consideration. I have never tried to get anything for nothing, and am only trying to get what is due me now. Thank you very much.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please let me start at the beginning On FebI ordered a pool table through ***.com which was to ship by Online Sports As you can see by the attached email, shipping costs were $ After a week of being told it was scheduled to ship, I was told the pool table was out of stock.I agreed to purchase another table directly through Online Sports The cost of this pool table was $1,(email attached) I told *** *** that if we could make a deal and pay $1,for the table I would take it He agreed and deducted a customer discount of $off the price of the table This was the only discount given to me off the merchandise, NOT off the shipping cost I paid $for delivery just as I would have on the first order Included with the order were pool cues, but they were shipped by FedEx and arrived in good condition.Yes, it is true that I declined to have this table shipped back to me After seeing the condition of it in the back of the delivery truck and after what the driver DID say to me, I didn't want to take the chance of having this happen again I explained to *** that I would rather just get refunded and purchase another pool table locally What I can't understand is how anyone can say this merchandise was not damaged after seeing how it was delivered to me The driver did not want to take it off the truck, the boxes were never opened and the pool table was never assembled to see if it was playable As far as I know, it was returned to Escalade Sports and restocked without being tested out.After receiving the credit of the only $and being out almost $700.00, I asked *** to send me an explanation (email attached) As you can see, the customer discount was deducted from the price of the pool table, NOT the shipping charges.Also, when my husband spoke with *** *** and learned about all the charges they were talking about, he agreed to compromize and pay HALF of the shipping costs.I feel the $that OnlineSports is offering is not fair at all Original shipping of $plus return charges of $total $ I am willing to split these charges with OnlineSports and would be satisfied to settle this dispute with a refund of $344.61.Also on April I mailed a letter to the President of OnlineSports explaining the entire situation To this date I have received no response from him.Thank you for your prompt responses regarding this matter Hopefully this can be resolved soon.Just one more thing I forgot to attach this email yesterday regarding the shipping fees After my husband spoke to *** *** and agreed to pay half of the shipping fees, this is the message (attached) I received from Online Sports As you can see, on March Online Sports DID agree to split the fees...the restocking fees had been waived, so the charges were only for the shipping If you would include this in your report as a reminder of what was agreed upon I would appreciate it I feel the refund of $is fair, since I am still not getting full credit for even the price of the pool table Thank you so much
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I can't believe this company is putting words in my mouth and the delivery driver can't remember our conversation the day this shipment arrived at my house. First paragraph: Delivery was made the beginning of March, not 2/24/2015. We never had a chance to ask the driver to put it in our garage...he told us we should refuse it, it was damaged, he didn't know how he was going to get it off the truck, and it should have never been shipped that way.Second paragraph: I never asked for "white glove" service. About the damage, I explained that the pallets were banged in and the box was torn open, and that the driver did say to us that it was damaged.Third paragraph: My husband and I both spoke with *** *** at ABF Freight. After his contacting the driver and the driver not recalling our conversation, he sent the email to Online Sports. There was no mention by the driver about two men or anything like that, There were pictures forwarded to me of the pool table when it arrived back at the warehouse. Of course it didn't look damaged...the large box was laying flat on top of the pallets, and the smaller box was covering the hole in the box. That is not how it looked when it arrived at my house.I can't understand why I was charged $for the return shipment when the original freight charges were $302.00. I shouldn't be charged any shipping charges at all. If that driver didn't say what he did, that pool table would be sitting in my house right now.This entire problem stems from the freight driver not being honest, and OnlineSports is taking his word over mine.Thank you for your help anyway
Regards,
*** ***

Dear Sarah,I received your email dated 4/2/2015 in regards to the complaint sent in by Mrs [redacted]. Upon reviewing the notes on her order, I found that on 2/24/2015, we received a call from Mrs [redacted] stating that the table was not fully assembled, and that the driver would not deliver...

the item inside her garage.It was explained to Mrs. [redacted] that she had not purchased the additional (white glove) service. She then stated that the table arrived damaged, therefore she refused the shipment. The customer service representative asked Mrs. [redacted] to describe the damage - she stated that the she was not able to say what the damage was because it was the freight driver who advised her to refused the delivery.Mr. [redacted] had also called at a later date, and stated that he had contacted the ABF Freight Manager - Mr. [redacted] who told him that the table was damaged and he was entitled to a full refund. I advised Mr. [redacted] to have ABF Freight contact us directly, to verify that the item was damaged, so we could arrange a refund.We were then contacted by the ABF Freight Manager - Mr. [redacted], and he informed us that the pallet/skid in which the merchandise is set on for transportation, had some issues which made it difficult for one person to unload - which had absolutely nothing to do with the condition of the package or the merchandise inside. Mr. [redacted] verified that the merchandise was NOT damaged, and had arrived to the customer intact. Photos of the undamaged boxes were sent to us by the freight company - these pictures were forwarded to Mrs. [redacted]. A copy of the e-mail from the ABF Freight Manager is included below:From: [redacted] <[redacted]>Subject: ABF delivery pro [redacted]  [redacted]  [redacted].Date: Thu, 19 Mar 2015 12:42:25 +0000Ms. [redacted] asked me to send this email about the delivery of the pool table.Our driver did point out some packaging/skid issues to them.  The customer believed the driver >was saying the pool table was damaged. Our driver said he did not say that, just that based on >the skid condition, it would take two men to unload.The customer did refuse the shipment thinking it was damaged.  My driver did not see any  >damage to the pool table.[redacted]Branch Manager-TampaAt that point, the merchandise was still at the local storage hub in Mrs. [redacted]'s area. We had contacted Mrs. [redacted] again and informed her that the table was intact, and could still be delivered. Mrs. [redacted] had declined the offer for a re-attempt at delivery and requested that the shipment be refused. We informed her that if the shipment is refused, she would be charged a restocking fee in addition to the shipment cost of bringing the table back to our distributor (Escalade Sports) because the merchandise had in fact, arrived intact and in the condition we advertised.Mrs. [redacted] was upset to hear about the restocking fees and return shipping charges, so as a customer service courtesy, we reached out to our distributor (Escalade Sports) and appealed for the restocking fees ($235.42) to be waived on behalf of Mrs. [redacted]. The request was approved, the restocking fees were waived but the return shipping charges was not negotiable, and would have to be deducted from Mrs. [redacted]'s merchandise refund. Here is the e-mail from our distributor detailing the amount of the return shipping charges:From: [redacted] <[redacted]>Subject: Re: po# [redacted]Date: Tue, 24 Mar 2015 14:55:09 -0500 return freight was $387.22 [redacted] ESCALADE SPORTS Specialty Support RepresentativeWhile we understand things may not always go as planned, we did our best to accommodate Mrs. [redacted] by trying to re-deliver her intact purchase, but she had declined our offer. In addition to this, we attempted to alleviate Mrs. [redacted]'s frustrations by waiving the restocking fee.We refunded the merchandise cost for Mrs. [redacted]'s purchase, the shipping charges are non-refundable because the merchandise had arrived to her address intact, and in the condition advertised. Please contact me at [redacted] if you have any questions or concerns.Thank you,[redacted]Customer Service Supervisor.

Date: Fri, 29 May 2015 13:08:23 -0700To:   Ms. Sarah [redacted]From: OnlineSport/[redacted] <[redacted]>Subject: Complaint ID [redacted]Hello Ms. [redacted],OnlineSports is unable to issue any more monetary credits towards this purchase . Both the Manufacturer and the Freight  Company confirmed in writing that the item arrived intact and in perfect condition.  In addition to this, we had already provided several concessions and courtesies for this purchase which will be listed below - we are not able to provide any further discounts or refunds.- Customer Service discount of $180.00 for the initial purchase.- Restocking Fee in the amount of $235.42 waived through negotiation with the Manufacturer.- Courtesy refund for an additional amount of $85.00 for return shipping.OnlineSports value our Customer's satisfaction and we are willing to extend a 15% discount on a future order.While we have done our best to meet the buyer's requests, the situation with this purchase does not call for a full refund or any other credits. Best Regard,[redacted]--

Hello Ms. [redacted],We've investigated this order thoroughly - both with the distributor (Escalade Sports) and the freight company handling the delivery (ABF Freight), and have included in our previous reply, correspondence from both companies.As soon as we were notified of the issue regarding delivery between the buyer and ABF Freight, we contacted the freight company immediately and confirmed that the merchandise was intact, and undamaged.We then contacted the buyer to let her know that the merchandise was undamaged, and could still be delivered. However, the buyer DECLINED our offer of re-delivery, after being informed that the merchandise was in fact, not damaged.Because the merchandise arrived to the shipping address intact, and that the buyer was still refusing delivery, she is responsible for the return freight charges. Mrs. [redacted] did voice her concern regarding the difference in the original shipping charge, and the charge of return shipment.The reason for the difference in cost of the two shipping charges is because Online Sports had originally discounted Mrs. [redacted]'s shipping cost to begin with, in addition to discounting the cost of the merchandise itself.However, seeing as this difference in cost is a concern to the buyer - as a good customer service gesture, Online Sports is willing to offer an additional discount of $85 off the return shipping charges to alleviate some of the buyer's frustration, which in turn would equal to the original shipping cost paid by Mrs. [redacted].  No further credit is due.Thank you,[redacted]Customer Service Supervisor