Outdoor Play Inc

Most customers are excited when their order arrives early, but *** was notWe had no way of knowing that she was on vacationA lift gate was required when the kayaks were picked up from a dock for shippingFedEx mistakenly added a lift gate requirement on the paperwork even after noting it
was being delivered to a residenceIt was a typical freight clerical error which we got straightened up quickly, but *** was already frustrated that they had arrived earlyShe reported that she broke a handle on one of the *** kayaks so we offered to get her a replacement immediatelyShe then decided that she wanted to return the kayaksNo problemWe provided her with a return form and offered to get her refunded as soon as they arrived hereWe are now waiting on the return to arrive so that we can have her refundedPlease let us know if we can provide additional informationThanks

We had an oversale of a closeout item and attempted to contact customer regarding substitution options. They were not interested and the order was cancelled.

Complaint: [redacted]I am rejecting this response because:That is not how it happened at all. It's not that I am ungrateful that the item arrived early as typically a person would be. It's that there was an expected delivery date in which I knew I would be required to be here to receive the package or they would be sent back, and they came a week early when I was out of town and I had to make arrangements and inconvenience numerous people to pick them up. 
The issue with FedEx was not handled immediately. Yes, the company STATED immediately that they would handle the issue, but when FedEx requested that they wanted the company to put in WRITING that they would cover the costs for the lift gate, and FedEx and myself attempted to call the company to acquire this written statement, our calls went unanswered. FedEx would not wait and hold the kayaks at their facility another day while waiting to hear back from the company so I had to rent a truck and go get my father-in-law to pick them up at FedEx an hour away.
The company is absolutely incorrect stating that I broke the handle and THEN asked for a refund. As my statement my indicates, and the company continues to ignore the fact of, their description of the kayaks PRIOR TO PURCHASE did not state that the modular kayaks could not be transported as a solid piece  When I went to load them on to my roof racks, the ENCLOSED instructions stated that the kayaks had to be transported in PIECES, not as a WHOLE, or it could break the locking mechanism.  This was utter nonsense for a family of four to go camping with the family, a dog, all camping equipment, and then to have to put 5 kayak pieces INSIDE the vehicle as well?  When we went to pick the pieces, the handle broke loose, from the weight of the kayak.  The company sold an item not as described.  I had to file a claim with Amazon to get the company to reimburse my shopping costs as they would not pay it upfront.  AWFUL business practices.