Suit Avenue

Company sent the wrong item & will not refund shipping and handling charges. I placed an internet order for a [redacted] on 6-4-15 at 4:26pm. from Suit Ave's web site. An email was sent to the company at 8:56pm on 6-4-15 changing the order from a [redacted] to a [redacted] with [redacted]. I recv an email confirmation on 6-5-15 from the company stating that the order had been changed. The price of the [redacted]s were identical there were no additional fees. I sent an email on 6-9-15 thanking them for chging my order. There were several emails between me & Suit Avenue on the 9th of June to verify the product order #. After the verification of the item, Suit Ave sent me an email on the 10th stating they would ship the item requested and it would take approximately 1 week. I recv a subsequent email from them on the 1lth of Jun stating they had shipped the item that was cancelled & I could sent it back. I contacted the company regarding a return label so the incorrect item could be returned. After several calls and emails to [redacted] (the Office Manager), I was able to persuade the company to send a return label so I could return the incorrect [redacted] and recv a credit for the duplicate charges on my acct. My credit card was charged $163.49 on Jun 4 and $163.49 on June11. I recv the return label and returned the item. A review of my credit card bill on 6-25-15 reflected that my acct was only credited $149.99. I contacted the [redacted] by phone on 6-29-15 to inquiry why I had not recv'd a full refund. I was told that the company does not refund S&H charges. The [redacted] was $149.99 & the S&H charge was $13.50. After much discussion regarding the fact that the company sent the wrong item, and I as the consumer should not be responsible for the cost of clerical errors, I was told that it was their policy not to refund shipping charges even if they made a mistake. I was told if I ordered a [redacted] & they sent me a suit, I would have to pay the S&H charges for the return. On 6-29-15 I recv'd an email from [redacted] stating that this email was an official notification that the company would not refund the charges for the S&H.Desired SettlementRequest that the company credit my charge account for the S&H charge of $13.50 since they sent the incorrect item and billed me for S&H charges.Business Response After order was placed, customer did contact us but was not clear on the exact style. They only mentioned the color which could mean 2 different styles. We did try contacting back, but after not getting a response for several days, we shipped out the original item to prevent further delays. Even though this was due to customer's lack of response and clarification, we did make an exception to pay for their return shipping with the understanding they would be responsible for original shipping costs.