Parker Center For Audiology

Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@servicehonda.com
To Whom this may concern,
The customer in question *** *** placed an order on our website, Where we order motorcycle
parts in and ship them outWe offer free shipping on any order order over the amount of $( restrictions apply ) on 8-13-He was promptly emailed from our sales rep Jen to let him know that the part he needs XXXXX-mfj-a40za *** (motorcycle sport bike partthis is a large item and it doesn't fall under the promotion of free shippingWe looked up how much it would be to ship to Mr*** through UPS, and the amount came to $As we let him know he emailed Jen back and said he couldn't find where we had the restriction listed and that he expected to get what he paid for, that we should stand behind what we sold him and that he would no longer be a customer / nor would a good word be given outif we didn't go by what he saidJen replied with she cannot waive the shipping and she would need to talk to a supervisor and the item was too large for us to ship for freeshe also sent him the link with the restrictionsand to let him know our site doesn't know if its a small part or a big part to tell if it requires shippinghe replied and said sorry our site isn't advanced enough and the technology does exist and he would like to speak to a supervisorJen did speak with me and I asked her to email him again and let him know that we cannot waive the shippingbut I can order the part in try to cut the box down to consolidate the box and see what we can do he wasn't happy with this he asked for a supervisor numberhe was given our numberHe called and we went over what happened and I said I recall the situation but we cannot waive the shipping feeHe said he couldn't find the restrictionsi said there are or places that list what our restrictions areHe said you expect me to read theseI said why wouldn't you want to they are there to help you outSo I can place your order and charge you the shipping or I can cancel the orderHe chose to cancel the orderwe promptly canceled the order and credited him backthis is our FAQ link http://www.servicehonda.com/faqs This is our Policy page: http://www.servicehonda.com/policies and the icon that says free shipping also says restrictions may applyHe could have called to ask if he wanted to know before placing the orderWe tried to help him as best we can, he just wasn't satisfied unless we were waiving the shipping which is to expensive to waive on that big partSorry we are unable to help him
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes the response from the company is completely true and a repeat of what I statedIn no way shape or form should a company rely on FAQ's to be a substitute for terms and conditionsI, nor anyone I know has bought something and then had the company contact them and say, wait, this is going to cost xyz to shipI have clicked on adds many times and read the restrictions which is fine I realize not everything I want to buy is covered in promotionsBut when I click on an add that says some restriction apply and the page it takes me to is blank I assume that I am good to goOn top of that, no where through the order process did it say anything about some things not qualifying for the promotionI would not be filling this complaint if during the order process there was a warning to go see FAQ's or our policies pageI believe I speak for the majority of people when I say I don't read FAQ's or a policy page unless I am concerned about something, which I had no reason to be because there were no abnormalitiesI would like to even further go on and state that I am an electrical engineer that has had extensive programming experience and training on computer networksSetting up a website capable of doing what they say can't be done is a very simple rudimentary process that thousands of other companies use
The response by the company just summarizes what happened and does nothing to talk about why this happened or what they will do to fix itNot just for me but for other people that will be visiting there website in the futureI would still like to speak with the owner of the company
Final Business Response /* (4000, 15, 2015/09/17) */
Our website , and policies ,like many similar businesses, do have certain restrictions on free shipping offers
The actual banner add to click and place such an order , clearly states *some restrictions apply
Over sized items would be in those restrictions
The customer knowingly ordered a very large item that certainly would be an over sized box with additional shipping fees
We contacted the customer and notified him there would be additional charges, due to the size of the parts ordered, and asked if he would like to proceed with the order or cancel
He chose to cancel the order and was refunded in full
Since we have had the exact same policy since with no problems, and the customers order was never finalized in our system, we are at a loss for what resolution can be provided
We are under no obligation to provide free shipping on any random order,regardless size or actual cost of shipping, nor does our website state such
We have no obligation to fulfill a consumers assumption of what technology might, or may not, apply to a shipping cart with hundreds of thousands of line items of wildly varying sizes
The policy in place has, and does work very well for our very large customer baseEveryone seems to understand that *some restrictions apply, means,
and we contact each consumer if there is any change in the shipping charges of their order before placing and finalizing it
This customer had no end loss in situation, and simply canceled the order
We can not make our free shipping policy any more clear than - *some restrictions apply
It is a standard in the industry