Texture Plus

Review: I recently purchased faux brick panels and corners for a wall application for $764.36 (order #[redacted], Dec 2013), which included $42.50 for shipping costs. The products arrived safely, however on further inspection they were found to be engineered poorly. All 4 edges of the approximately 2ft by 4ft panels would need to be trimmed to fit properly against an adjacent panel, and that was not apparent in their sales information on their website. I contacted the company for a return authorization and obtained an authorization (RMA [redacted]); however I was informed there would be a 10% restocking fee. I discussed this with the sales person ([redacted]) and told her the website only says there "may be a 10% restocking fee on some products", but with no explanation of which products. I stated there should not be a restocking fee for a poorly engineered product that would need a lot of trimming to fit properly, and she said she would have someone contact me about the 10% fee; however, no one contacted me. I packaged the product in the original boxes and returned/shipped the products per their directions. Sometime later I received an email informing me that my refund was $560.19; however with no explanation of charges. Shipping fees should have been less for shipping to the business, but not anymore than the $42.50 I paid to have it shipped to my house. So, assuming the same shipping costs for the return, the total for shipping would be $85, and subtracted from the total of $764.36 leaves $679.36. If they charged me a 10% restocking fee (which I don't agree to) then that would be $68, so my refund should be at least $611.36, and not the $560 that I received on my credit card 2 weeks later. I telephoned [redacted] in sales about the issue but she indicated she could not help me, and she did not know the phone number of the person ([redacted]) who had emailed me the refund information. I then replied back to the email from [redacted] requesting telephone contact information so I could discuss the issue, but I have not received a reply since I sent the email on Feb *, 2014.Desired Settlement: Refund of all monies except the original shipping fees of $42.50. It is not fair for me to have to pay a 10% (or more) restocking fee and return shipping costs for a poorly engineered product. I want a total refund in the amount of $721.86.

Business

Response:

The customer states in his description that we do not indicate that [products may need to be trimmed to fit. We do indicate such. Here is one of the FAQ’s from our website:

“Q: Will the faux panels slide right in together?

A: It is possible that there may be some high-points that need sanding. This can be fixed easily just by going over the area with a sanding block. See installation instructions.”

You can also see our instructions page here: [redacted]

Here is an excerpt:

“How To Cover A Wall Using Texture Plus Faux Panels INTERLOCK Faux PANELS or STANDARD Faux PANELS

Start at the lower right part of the wall. Trim the "fingers" off of the first panel. Make sure it is level. Apply glue to the back of the faux panel and screw into wall using dry wall screws (interior) or galvanized screws (exterior). Be sure that the tongue portion of the faux panel is on top, groove portion on the bottom. Glue and screw in place. Repeat until the first course is complete. Make sure to dry fit each panel and trim as appropriate. When you get to the left hand side, trim the final panel to fit and then use the left over piece to begin the second course. Follow finishing instructions below.”

Please note that our website clearly states in our terms that there is a 10% restocking fee. [redacted] If you check our posted terms and conditions under returns, the last sentence of the paragraph says “Some products listed and ordered from [redacted] can be returned, however, there is a 10% restocking charge.”

Our return policy also states that returns are to be sent “freight prepaid”.

See below:

RETURN POLICY

All items except custom and special ordered products (fire-rated Texture Plus®) can be returned within 30 days from the date of receipt of merchandise. Goods are to be returned, freight prepaid, Customer is responsible for returning the item (shipping prepaid) in the original packaging and in sellable condition. All returns must include original factory box, original factory packaging (plastic, wrappings, etc) along with a copy of your invoice. Any product returned and not properly packaged which is damaged due to improper packaging will be subject to additional charges to bring product back to sellable condition. Do not deface original factory cartons or packaging in any manner. Please properly package and insure the item so a claim can be filed with the carrier if damage occurs during return shipment. Claims cannot be filed on items not properly and securely packaged. ALL RETURNS MUST BE AUTHORIZED BY US AND RMA (Return Merchandise Authorization) MUST BE ISSUED. NO CREDIT WILL BE GIVEN ON MERCHANDISE RETURNED WITHOUT AUTHORIZATION. The 30-day time frame begins when you receive your order. Returns shipped beyond the 30-day time frame will not be refunded and will be returned to the sender at their expense. Returns are only allowed for merchandise purchased from Texture. Some products listed and ordered from [redacted] can be returned, however, there is a 10% restocking charge.

The customer did pay $764.36 for his order placed on 12/*/13. Of that total $721.86 was charged for merchandise and $42.50 was charged for shipping. When the customer called on December [redacted] he was informed of the following:

12/** Spoke to Customer. He wants to return panels and corner. He says they are too difficult to install. RMA CODE [redacted] must be on all boxes being returned.

UPS Return Fee will be deducted from his Total as well a 10% Restock Fee.

The UPS return fee was $90.48.

So to recap the costs:

Original Sale: $764.36

Shipping $42.50

Merchandise total: $721.86

10% restocking fee charged: $71.19

UPS return fee: $90.48

Customer card was refunded $560.19

$764.36-$42.50 (original shipping) = $721.86

$721.86-$71.19 (restock) = $650.67

$650.67-$90.48 (UPS return fee) = $560.19

Customer could have shipped the carton back by bringing the carton to a UPS retail location and paying for shipping directly. When UPS return service was requested, the charge was $90.48.

We did try to talk to the customer, but he did not want to hear what we were explaining to him.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business response about the fit of the panels was: "It is possible that there may be some high-points that need sanding. This can be fixed easily just by going over the area with a sanding block. See installation instructions.”

A reasonable person would think after reading their statement that the panels would fit close. However, all 4 sides of every panel would not fit and actually needed trimming of up to 1/4" to fit properly. The corner pieces were worse than the flat panels. Needing to trim a 1/4 " from each side is a lot more than just "sanding".

The business response to the high cost of the return shipping indicated it was my choice. That is not true. I was not informed of any choice for shipping. I was told the RMA (return authorization) would be issued and all I had to do was print the labels and either have UPS pick the boxes up or I could take them to the UPS store. Nothing was ever said that if the company paid the shipping it would cost me twice as much. This is not good customer service!

The business response to the 10% re-stocking fee showed just what their website says: ".. some products may be returned but with a 10% fee". Since the website does not indicate which products, obviously the company can charge you 10% for ANY returned product. Ambiguous, misleading, and poorly communicated as to which products. They should say exactly which products are subject to a 10% fee.

The business response that they "tried to talk to me but I wouldn't listen" is not true. I called them and emailed them asking for a reply and a phone number so that I could talk about the $200 I lost during this event. They did not reply to the email or call. They only responded when the Revdex.com got involved. Again, poor customer service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I accept their offer of reimbusement for the full return shipping fees.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have issued check # [redacted]. See attached.