Syclone Corporation

I was denied a refund when I reported the damage within 7 days and I notified the company within the 30 day policy regarding returns.I purchased 3 mirrors (48"x48"x 1") via phone on 5/20/14. The total price was $1,005 (shipping cost of $150 is included). The mirrors were delivered on 5/23/14. When I removed the packaging from the mirrors to prepare for installation on 5/28/14 each mirror had indentations/damage on them. I called [redacted] ([redacted]) on 5/29/14 to report the issue. I told [redacted] that the mirrors were very delicate and soft and if they have damage upon delivery they were not the type of mirrors needed in a karate school. [redacted] then proceeded to send me some information on some other mirrors that were more durable and cost over $200 more per mirror than the purchased mirrors. I told [redacted] that was out of my budget and I wanted a refund. [redacted] arranged a conference call to discuss the damage report and pictures I sent for review with the [redacted] at the [redacted], ** office. I received an e-mail from [redacted] on 6/3/14 stating that the company is denying my refund base on some unfounded reasons that have nothing to do with the refund policy. The policy states if there is any concealed damage don't throw away the packaging materials and that they only allow 7 days to report any concealed damage - which is what I did. The company is now claiming these are custom mirrors which is not true - they are listed on the website as a standard size. These mirrors were not made based on any specific requests from me to be deemed custom made. Lastly, this order was not a rush order - when I made the ordered I was told that I could have before Saturday - I did not request this particular delivery date - it was offered to me. I was told there was a possibility it could not be delivered by Saturday and I stated the following week would be fine. The policy states I would be responsible for paying the freight charges for any items being returned which I willing to do. I really need your assistance on resolving this issues. I run a small business and losing $1,000 on mirrors that are well suited for my facility is a real financial loss.I thought the company would uphold to their policy and provide good customer service. Desired SettlementI want to send the mirrors back and get a refund of $855 for the mirrors. I willing to pay for the return shipping.Business Response To Whom It May Concern:This letter is in response to the customers complaint sent to you on June 5, 2014.The customer purchased 3 wall mount 48"x48" [redacted] glassless mirrors for a total priceof $1005.00 on 5-20-2014. An orderconfirmation/invoice was emailed to the customer the same day. At the bottom of the invoice there is a notation asking the customer to advise us of any errors or disagreements immediately and to review our company policies.The customer requested the order be rushed to her for an event at her place of business on SaturdayMay 23, 2014. Despite our normal estimated production lead time of 5-7 working days, wewere able to fit her rush order into our busy production schedule as to accommodate herdeadline in interest of customer satisfaction.Our shipping department contacted the customer on the morning of Friday May 23, 2014 toschedule a delivery appointment during normal business hours between 11:30-2:30PM that sameday. However the customer indicated that she was unable to be there to receive thedelivery until later in the evening. After several phone calls back and forth, thecustomer requested that the delivery be made to the business next door instead. The delivery was made by the [redacted] company truck and by [redacted] employees on FridayMay 23, 2014 to the business next door as requested by the customer. The delivery wasaccepted and the bill of lading was signed indicating acceptance of delivery in goodcondition.On Friday May 29, 2014 and nearly a week later the customer contacted us indicating thatshe received her mirrors damaged. Our company policy clearly advises the customer toreport shipping damage immediately. Please see below:"FREIGHT DAMAGE: VERY IMPORTANT!Please inspect your shipment carefully before signing carriers receipt. Make notations onthe receipt of any exterior damage. If any concealed damage is noticed while unpacking, DONOT THROW AWAY CARTONS OR PACKING! Call delivering carrier immediately to request on-siteinspection on collect shipments. On prepaid shipments, contact us immediately. Carriersallow only 7 days(depending on carrier) to report damage or you will lose claim privileges."Despite the fact the mirrors were delivered to the customer in new condition by the[redacted] company truck, we asked the customer to provide us with supporting images tosubstantiate her damage claim.After careful review of the images and supportive information provided to us by thecustomer, it was ultimately determined by the shipping department that the mirrors wereinstalled and used. The damage must have occurred sometime after delivery was made.Returns are allowed for only new undamaged merchandise.Also, during the time the customer reported the damage to her mirrors the customer hadindicated she needed a mirror product with increased durability over the [redacted]product. Again in the interest of customer satisfaction, I mentioned to her that we wereworking on an experimental product called Hardcoat which is made from acrylic rather thanmylar film. Although the image quality isn't as good as the [redacted], I thought it mightbe a suitable alternative as she mentioned that her students continually come into physical contact with the mirrors. Unfortunately, we were unable to exchange for her damaged mirrors and the difference in cost between the [redacted] and Hardcoat was outside her budget.I do not wish to speculate as to how the mirrors became damaged, but as a reputable company with many satisfied customers, the damage must have occurred after delivery was made.In the interest of customer satisfaction we would be willing to restore her damaged mirrors to new condition at 50% off the advertised price.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I don't accept the response from this company. The response is filled with lies and untruthful accounts about what transpired. I really thought I was dealing with a "Good" Reputable company but I have been sadly disappointed by how this situation was handled. From the start, the company was looking to blame someone or something rather than uphold the return policy and do an honest return. Their response details things that have nothing do with the issue of simply having me pay for the return shipping cost and refund me my money. So in the end I get nothing but damaged product and they get to keep my $1,000. I will do no future business with company.Going forward they should say it and put it in writing that the product is non-refundable and save people like me the time and aggravation. Too bad they are so hard up to earn a buck that they pushed customer service to the wayside.Final Business Response Contrary to the customer stating she was not in a rush for the mirrors, we specifically placed the following notes on the purchase order(dated May 20, 2014) to the manufacturer, PER THE CUSTOMER'S SPECIFIC REQUEST. [redacted]Deliver on or before Saturday May 24, 2014, IF POSSIBLE[redacted] A four day turn around from date of order and time of delivery is well below the average time it takes to manufacturer and deliver mirrors to customers.We can provide you a copy of the purchase order as evidence if necessary.All mirrors are custom made to order. The Syclone Corporation company policy is a global company policy encompassing all of its website subsidiaries, not just [redacted]. The specific glassless mirror product company policy on [redacted] specifically states "No refunds,exchanges only."Perhaps our mirror rental program would have been better choice for the customer as it appears the customer may have only required temporaray use of the mirrors based on information. Please see: [redacted]Again, we will be happy to extend the customer the opportunity to resurface the mirrors at 50% the advertised sale price of the mirrors in the interest of customer satisfaction.Feel free to contact us if you have any further questions or concerns.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The company is still continuing to lie about things that did not occur and expect me to give them more money to repair the mirrors. For the last time, I did not request a rush order for an event. I simply ordered mirrors to upgrade my place of business. I have been in business for several years and there was no rush to get the mirrors. I reported the damage within the 7 day window that was stated in the company policy and all I was given was an email with a link to a [redacted] video to look at more expensive mirrors to purchase. The mirrors were delivered on Friday and I called the company on Tuesday to report the damage once all the packaging was removed. The company's only remedy is get me to spend more money to repair the mirrors rather than simply honor their policy and give me a refund. I am deeply trouble and disappointed with the outcome of this situation.