Smith Handyman Services, LLC

p { margin-bottom: 0.1in; line-height: 120%; } We are aware of this unfortunate issue which stems from a misunderstanding of the services we offer and difficulty contacting the customer. We have returned all of this customer’s merchandise to him and are processing a refund of all fees on his last...

order as well as all money he has deposited with us. We have also paid all shipping fees to return his merchandise to the address he provided. We are working to make our offerings more clear on our website to prevent future misunderstandings, as it seems the difference between refurbishment and repair may not be clear to all customers. Below is a more detailed response to this complaint. Our mission is to help 3rd party [redacted] sellers manage the losses and associated stress from returned products. Our customers have their returns sent directly to our facility where trained technicians assess each returned product, test all functionality, and determine if the product can be resold as a fully functioning, tested unit. This drastically lowers the labor costs of 3rd party [redacted]s sellers while providing a higher ROI than traditional liquidation services. Our services are not intended for items which have already been inspected and found to be damaged prior to being sent to us. Our website clearly states this on the order page, and asks our customers not to send us known-damaged merchandise without prior arrangement. In this particular case every shipment we have received from this customer has consisted of pre-inspected, damaged merchandise sent to us from the customer’s own address. We have contacted this customer on several occasions to explain we cannot service such items, however the customer has continued to send them to us. We know that they are pre-inspected because many of them have obvious damage (cracked in half, smashed, etc) or attached sticky notes describing problems with the item. The customer has indicated that we never contacted him after he placed his orders to inform him that we cannot service his items, however our records show we have sent several notices via email to inform him that his products cannot be restored to sellable condition. We have also spoken with him on the phone and through email explaining that refurbishment is the act of inspecting and testing items to ensure they function properly prior to resale and that repairs are not included in that service. We do offer repair and part replacement services for some items as an add-on to our regular service which must be requested on a case-by-case basis. We make no guarantee that we can repair all items, but we do offer free estimates to determine whether or not we think a repair is possible and how much it will cost. For unsellable items we cannot repair we offer disposal services, manufacturer warranty claim handling, or to ship the items anywhere the customer asks at a discounted [redacted] rate. We also offer to negotiate bulk sales with liquidation services for such items. This customer requested free repair estimates on approx 30 items between September and October. Our team determined the price of the repairs would exceed the value of the items and informed the customer through email as well as updating the status of those items on our website. When a customer has damaged or defective items in our facility our site notifies them each time they login and provides clear instructions about the available options described above, along with a description of the damage or defect and a record of what has already been attempted for that item. After this customer's items we assessed as non-repairable he was notified about his other options but took no action. It is true some of the items this customer sent us were not inspected. This is because we ask our customers to print their account number and a unique RMA number on the outside of each package so we can quickly and accurately process the high volume of returned products we receive. It is against our company policy to open packages which do not have an RMA number on them. Some of this customer’s packages had his account number on the package but no RMA number. When this happens our system sends an automated email informing the customer we’ve received their package, notifies them we cannot process the package without the correct RMA, and provides instructions for how to resolve the issue. There is also a notice about this displayed each time a customer logs into our site. We have also received several packages from this customer where the contents of the package did not match the order he placed with us, and he has been non-responsive about how he would like us to handle those items. As for the disputed amount of $500 and the stated $900 purchase price, we cannot adjust our billing. Our records indicate that we have billed this customer a total of $230 since he registered with our service. He has a current balance of $175 dollars deposited with us which we are refunding him via a business check mailed to the address he has provided. We cannot reimburse shipment costs for items which were shipped to us in violation of our order policy, which states as follows:[redacted] Terms and Conditions Please carefully read the following terms and conditions before placing an [redacted]. All packages sent to Marksman RSC as part of an [redacted] must be labelled as follows: Your account number (####) must be clearly visible on the outside of all packages.The order id we generate and provide to you must be clearly visible on the outside of all packages. Packages which do not meet the above labelling requirements may be disposed of or returned to sender at the option of Marksman RSC. You agree to hold Marksman RSC free from any liability, loss or damages directly or indirectly resulting from packages which do not meet the above labelling requirements. You are solely responsible for providing the correct ASIN for each item in your [redacted]. Marksman RSC assumes no responsibility for ensuring the ASIN's you provide are correct or accurate. It is your sole responsibility to ensure items you include in an [redacted] are serviceable by Marksman RSC. Marksman RSC assumes any items sent as part of an [redacted] are being sent for our refurbishment services. It is recommended you ask for a quote before sending any items to us to ensure we are able to service your items. Unserviceable items will be marked as such by Marksman RSC. You will have 14 days to contact Marksman RSC to have unservicable items shipped back to you (at your expense) or disposed of (disposal fees may apply for hazardous materials). If you do not contact Marksman RSC within 14 days from your item(s) being determined Unserviceable Marksman RSC retains the right to dispose of your items in any manner deamed appropriate. Damaged or Defective Items If you have items which are known to be damaged or defective please contact us about them before you place a request. We cannot service all damaged or defective items. Please contact us with a description of the items, including ASIN and the suspected damage or defect. We will evaluate whether or not we can service your items and get back to you within 3 business days.