Products America

Complaint1. Wrong color.2. Requires modification to fasten to the crib3. Standard crib mattress is larger then space allowed by mattress frameDemand RefundI ordered a mattress frame for a DYI baby crib. I purchased plans to build the crib on [redacted] The parts list recommends Products America for a crib mattress frame (item [redacted] The plans referred me to the following webpage: [redacted]This webpage states:"This hardware kit is designed for use with WOOD Magazine 3-in-1 Transition Bed Plans. This kit includes the mattress spring frame and all assembly fasteners required for crib, toddler bed and full size bed. The connector bolts are available in nickel, brass, antique bronze or black. Please call us at [redacted] or [redacted] to receive shipping quotes and to place your order. "Additionally this webpage lists "color options below". From which you can click on the magnifying glass see the color options. The color options are displayed and the website states:Color Options Available are:(as shown left to right)NickelAntique BronzeBrassBlackPlease specify your choice whenordering. Call [redacted]Please note: The [redacted] hardware kit includes all hardware necessary to build the 3 in 1 Transition Bed as detailed in the WOOD magazine issue [redacted]My method of payment was paypal. I was charged $76.00 for the product plus $20.42 for shipping and handling I selected the black finish. My paypal invoice states: [redacted] - 3-in-1 Wood Magazine STATIC Hardware Kit Black"When I received the product I opened it to find the frame was not black as I was led to believe. Only the fasteners were black. The frame was a copper color and the support system was silver in color.I attempted to contact Products America by phone during the normal business hours nearly 10 times and only received their automated voicemail. This was very frustrating. I then attempted to contact the Products America representative ([redacted]) by email. I wrote the following message:"[redacted], Hope you are doing well. I haven't been able to reach anyone at Products America by phone and unfortunately missed your return phone call. I would like to return the order you recently sent me. There are a few problems with the application of your product to the 3-in-1 crib plans. The point of attachment requires modification to fasten to the crib by bending or additional fabrication, attachment to the crib impedes the mattress because your product is smaller than a standard mattress, the product is described as adjustable but upon installation the product is fixed, and finally I was led to believe that the product would arrive in a black finish which only the fasteners were finished black. I'd just like to return the product in its original packaging. Please email me how you would like me to initiate the return."[redacted] replied to my email with her proposed resolution: "[redacted], We are sorry you are having difficulty with the product. It was put together based on the plans provided by Wood Magazine and approved by their engineering department when the plan was developed in 2005 with no changes since that time. You may certainly return the product, at your expense, to refund minus a $10 restock fee. The RMA number you need to reference on the package is [redacted] Once we receive the return we will inspect it and contact you for your card information for refund."I attempted to discuss this with her on the phone. Which led to me getting upset and her hanging up on me multiple times. Primarily I am frustrated that the product is the wrong color. But equally frustrating is that the mattress frame and therefore the support handle is 50 5/8" apart. A standard crib mattress is 52" long. The cribI do not feel that this can be fairly resolved without third party intervention. We are not seeing eye to eye. If I can provide any clarity or additional information please contact me directly. For reference - I am licensed building contractor.Desired SettlementI am seeking a full refund.Business Response Hi [redacted], We have just faxed our response to the complaint filed by Mr.. [redacted] (Case # XXXXXXXX) to the fax number listed in your email. The fax consisted of four pages. We are attaching a copy of the fax to this email as well. If possible, please confirm receipt of this information. Should you require any additional information or have any questions, please feel free to contact me at the below phone numbers, reply to this email [redacted]@productsamerica.com Thank you for your assistance. Thank you,[redacted]Operations ManagerProducts America[redacted] XXXXXVoice: [redacted] or [redacted]International Voice: [redacted] or [redacted]Fax: [redacted]http://www.productsamerica.comFinal Business Response Hello, We have received and inspected Mr. [redacted]' return [redacted]Please note the following:The contents of the return consisted only of the [redacted] mattress spring frame.The missing components were the two sets of fasteners orginally included with [redacted] Please note that the return was transported via our return shipping label supplied to Mr. [redacted] at no cost, there was no damage to the return box and the mattress spring frame was received in good condition. As discussed prior, we have waived the normally mandatory restocking fee.We have deducted the cost of the two fastener sets from the refund as if the fastener sets were purchased as stand alone items originally, i.e. [redacted] and [redacted]A refund of the net amount of $38.10 was issued to Mr [redacted]' PayPal account today, [redacted]We have attached a copy of the refund invoice for you review. A copy has also been mailed to Mr [redacted] via First Class as well as email. Should you have any questions or require any additional information, please contact me directly at XXX-XXX-XXXX, XXX-XXX-XXXX or via email at [redacted]@productsamerica.comThank you,[redacted]Operations Manager[redacted] XXXXX

Product ordered and didn't fit. Was given false information regarding restocking fee at three times the amount.Ordered crib kit with specific diameters and when received it did not fit. I called per instruction for an RA number to return item. I was told it would be a restocking fee of $5, also was told they would call when they received the product back and confirm card used to obtain the refund. They didn't call and I only received information when they deposited the money into my account. They never called to confirm or to state why the up charge on the restocking fee. Upon seeing the deposit they took out $14.92 instead of $5 as told for the restocking fee. I also had to pay for shipping to return item which was an additional $5. I think this is really deplorable customer actions on their part. Information given pertaining to refund amount was drastically incorrect and as a senior citizen I do not have surplus income to lose in these matters such as this case.Desired SettlementI would like the difference back of $14.92 because I feel I was misled and that they should have called and informed me about the refund. They displayed poor customer service and poor policy procedures. I have been in customer service all my life and have never done this to anyone in my life.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@productsamerica.comThis is Products America responding to Case#-XXXXXXXX.The customer ordered the parts online and did not contact us to ask questions about the product.When the customer ordered the hardware, the terms were listed within the part number she ordered. The terms were also located on the page for the customer to open and read. The terms clearly states that our parts are not designed to work 100% on all cribs or cradles. The terms also mention the restock fee, as well as, the return policy. The terms were stated in the original order, a copy with the order, and when the customer contacted us to return the hardware.When customer contacted us, she was advised again that our parts are not a guranteed part to work with every cradle made. She was also made aware of the minimum $5 restock fee and no refund on original shipping. The product was $23.95 plus $9.92 shipping. The total was $33.87. She is requesting the total order value minus the $5 restock fee. She was made aware of the terms fromt the beginning. She will receive a refund for the total minus the original shipping and restock fee. This leaves a refund total of $18.95. The product is found on this page: www.productsamerica/[redacted].html. As you can see, the terms are listed under each part number before you add to cart for [redacted] The customer ordered the CH62. I have attached a copy of the Terms and Conditions, as well as, the original order. The webstie page is listed above to show what the customer had the option to read before ordering. In closing, I just want to say that we were not trying to discriminate against this customer. This is simply a policy that holds true for all orders that we take. For additional questions or comments, please feel free to reply.