STVA-Scaffold

We are sorry that the customer was unhappy with his shopping experience at ScaffoldExpress.com (STVA Scaffold); however, our freight company, [redacted]., did all they could to deliver the product ordered but the customer refused to accept the shipment. During delivery of the...

products the [redacted] Driver recognized that the delivery address at [redacted] was a one-lane road with no turnaround for his tractor-trailer. The road was also too narrow, steep and long for him to safely back out his tractor-trailer. The [redacted] truck driver contacted the customer and offered to meet him at the nearest intersection for delivery; however, he refused. [redacted]’s Dispatch also contacted the customer and offered the nearest intersection delivery or pick-up at the local delivery terminal and he refused both options. Our salesman also called the customer to arrange alternative delivery options and the customer again refused delivery. Based on these refusals the product was returned to ScaffoldExpress.com and a $558.37 credit was issued to the customer minus a returned freight and restocking fee of $910.25 ($440.59 30% restocking fee + $237.00 delivery charge to customer + $232.66 return delivery charge to shipper).Refusal of shipments ordered does incur standard return freight and restocking charges per our stated Return Policy, which is posted at the bottom of our invoices:“Scaffold Express guarantees our products to be free from defects when it leaves our yard. Scaffold prices are firm for 30 days. Freight rates are good for 24 hours. Customer is responsible for verifying receipt of merchandise in good condition. Customer is responsible for noting any DAMAGES OR SHORTAGES on delivery ticket. Failure to do so absolves both Scaffold Express and the freight company of any responsibility. Any claims for product must be made within one business day. There is a restocking fee for up to 30% plus shipping. There is a $25.00 charge for NSF checks.”And also on our website:“Return Policy:If a customer is not satisfied with a ScaffoldExpress.com product, the customers may, at their own expense, return the new, unused product for a refund. All refunds will be issued to the original credit card used for the purchase and all returns are subject to a thirty percent (30%) restocking fee.”This policy can also be found on our website at the following link:https://www.scaffoldexpress.com/terms.aspThe customer disputed the $910.25 return freight and restocking charge on his credit card and was issued a full credit. Our credit card processing company, Heartland, reviewed the disputed charges and sided with ScaffoldExpress.com and recharged the customer the $910.25 return freight and restocking fee. They based their decision on our companies stated and published Return Policy that was on the bottom of the invoice and on the website. The customer is unhappy with this decision by Heartland and that is why he has filed a complaint with the Revdex.com. We have not misrepresented ourselves in anyway. All of our return policies are clearly stated on our invoices and websites.We have attached original invoice for disputed order and if you have any further questions please feel free to contact Raymond P[redacted] or Michael C[redacted] at 877-890-8490.Sincerely,Stephanie G[redacted]Marketing Consultant - STVA Scaffold