Smart Surplus, Inc.

Hello [redacted],Thank you for your recent purchase. We are truly sorry at the lack of response. We have been short handed due to vacation season, and hope you will accept our sincere apologies. We have contacted you privately with a proposed solution to this issue. We look forward to your...

response and resolution.Thank you,[redacted].com

The item pictured was correct, and in no way was presented as a beverage center. The customer received the same model that he purchased. We have requested that the customer send a photo of the model number on his unit however he was unwilling to comply. This model is listed on all other marketplaces...

as a wine cellar as well. There is no mention of a beverage center. The customer purchased the wrong item for his needs. We stated that we would take the item back however the customer would need to pay for return shipping and his refund would be issued minus the exact cost of original shipping. This is a customer remorse return as the wrong item was purchased, and the customer did not want to acknowledge this fact. The customer stated that he purchased the item through [redacted] and even included that in his complaint. This item was not purchased through [redacted]. The customer purchased directly through our website, however then sent a photo of an [redacted] listing and said we sent the wrong item. Again, this item was not purchased through [redacted] and therefore the [redacted] photos supplied by the customer are not valid. This is a simple case of customer remorse. We tried to work with the buyer, and said we would authorize a return however the customer would be responsible for all shipping fees. We then suggested that due to the cost of return shipping,  technically the customer could use this model for beverages as the lowest temperature setting is 39 degrees. We will be more than happy to provide all copies of email communication between the customer and our company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The customer service rep explained the slow response and it was totally understandable. The company was very quick to close my issue and I am a very happy customer - again.
Regards,
[redacted]

Review: I purchase a portable clothing dryer from 3gorillas.com via [redacted]com on May,3 and received it on May,7. it arrived with a gigantic dent on the front side of it, the door doesn't close completely, most of all, the dryer would not start at all.I emailed 3gorillas.com but didn't hear from them till May,13. so I have been exchanging emails with [redacted]to have 3Gorillas.com to pick up this defective, damaged product but 3gorillas.com is insisting on getting the photo of the dryer to prove it's damaged. It doesn't even start so I don't know what kind of photo I should be taking to prove them it is defective. I would have kept it in spite of huge dent if it worked but it does not even start. 3gorillas.com has a policy that they don't pay for return shipping fee no matter what and they should not be allowed to have this policy. it seems that they are taking advantage of this policy and selling damaged products unscrupulously.I have spent so much time trying to take care of this problem since May,7 till now. [redacted]tried to arrange the pick up of damaged dryer on be half of me for 3 weeks but 3gorillas.com is insisting on having me call them.Desired Settlement: 3gorrilas should be banned from selling damaged,defective product on line or anywhere.

They mislead consumers with false advertisement such as "possible cosmetic defect" on their product details

when it is completely defective and damaged in a way that it should not be sold at all.

Just for my benefit, I want 3gorillas.com to pick up this damaged,defective dryer that is taking up so much space in my tiny apartment at no charge and give me full refund as soon as possible and should stop demanding me to do unnecessary things such as taking photos of damaged dryer just to get return authorization.

Business

Response:

Hi [redacted],

Review: I purchased the wine and beverage cooler from [redacted] after seeing the items on [redacted]. I ordered the combo cooler and they delivered a wine cooler. I contacted [redacted] saying they sent the wrong item and I wished to have it exchanged for the unit I saw pictured when I placed the order.

The unit I was looking for has the slotted shelving on one side for wine bottles and solid shelving on the other side for beverages. Other than the shelving the units are functionally the same. If you look at the pictures in the listing that I bought you can clearly see that the shelving on the left side is solid, consistent with the beverage center that I was looking to buy.

I have also attached the screen shot of the new add that they have put up since I complained that shows clearly that it is set up for wine on both sides.

The day that my unit was delivered I was not at home for the delivery and my Nanny signed for it not knowing what I had ordered. As soon as I got home and confirmed that the unit was not different then what was pictured I contact customer service for [redacted]. I received no help from them. They wouldn't even address my concerns that the pictured item was different from what was delivered. All they would say is that if I paid the return shipping which they said would be $250 then they would refund me the cost of the unit minus the original shipping. Hence my refund would in fact only be $49.

This was the only offer they would make for me. All I was wishing to do was have the unit exchanged for the one that was pictured when I placed my order. Something that the management at [redacted] refused.Desired Settlement: I would like a refund or an exchange with no fees to me since the item was misrepresented.

Business

Response:

The item pictured was correct, and in no way was presented as a beverage center. The customer received the same model that he purchased. We have requested that the customer send a photo of the model number on his unit however he was unwilling to comply. This model is listed on all other marketplaces as a wine cellar as well. There is no mention of a beverage center. The customer purchased the wrong item for his needs. We stated that we would take the item back however the customer would need to pay for return shipping and his refund would be issued minus the exact cost of original shipping. This is a customer remorse return as the wrong item was purchased, and the customer did not want to acknowledge this fact. The customer stated that he purchased the item through [redacted] and even included that in his complaint. This item was not purchased through [redacted]. The customer purchased directly through our website, however then sent a photo of an [redacted] listing and said we sent the wrong item. Again, this item was not purchased through [redacted] and therefore the [redacted] photos supplied by the customer are not valid. This is a simple case of customer remorse. We tried to work with the buyer, and said we would authorize a return however the customer would be responsible for all shipping fees. We then suggested that due to the cost of return shipping, technically the customer could use this model for beverages as the lowest temperature setting is 39 degrees. We will be more than happy to provide all copies of email communication between the customer and our company.