Top Case

Review: I ordered a case from Top Case (via [redacted].com) that was advertised to fit a 13" [redacted] Pro, but when I received it I found that it did not fit my 13" [redacted] Pro. I shipped it back for a refund, but Top Case refused to refund me the $9.70 I paid for shipping and handling, which was the least expensive USPS fee available. Their explanation (in an email dated 1/25/2014) was, "You have ordered the wrong model case for your laptop. We do not take the responsibility of the return shipping if there is not our error." Apparently there are different sized cases for different 13" [redacted] Pros, although that was not clearly stated in the product advertisement. I fault this company for unclear advertising and poor customer service.Desired Settlement: I would like the $9.70 I paid for shipping/handling to return this item.(Note, Top Case did refund the $24.93 I paid for the product and initial shipping/handling.)

Business

Response:

Dear Revdex.com:

I am writing this letter id response to the complaint we received for reference ID [redacted]. I have reviewed the customer complaints and it was noted that the customer bought the wrong item from, our listing on [redacted]. Our company guaranteed our return policy if we are at fault in sending customers damaged items or an item that is not what they ordered. Please note that [redacted] purchased a case for her laptop (model [redacted]) on Jan 9th 2014 and on Jan. 20th she wrote the below email stating that she ordered the incorrect item for her laptop as it was simply an oversight.

Dear [redacted] @ TopCase.

Whoops, I apologize for my oversight: Apparently the case I ordered was for an [redacted], bur my laptop model is [redacted]!!

Would if be possible for me to exchange my [redacted] case for a new [redacted] one?

You have an [redacted] case that interests me here:

Thank you!

In. reviewing this, our customer service representative took the proper protocol of asking her to return the item for either a refund or an exchange. When [redacted] asked us to send her a free return, label, we simply told her that we do not cover return expenses if a buyer makes the error of purchasing an incorrect, ease for her laptop. [redacted] wrote back and. demanded that she get a "free” label as this is what "other” seller did. when, she was dissatisfied,

Can you. give me a label so I can ship it back for free?

That's what another [redacted] seller did when I received a dissatisfactory item and had to return it. Otherwise, I definitely won’t, be ordering TopCase again,

We have refunded [redacted] order in full on Feb. 7th. lf this refund included her items plus the shipping cost: for us to send her order out as a courtesy. We cannot further reimburse her for the return expense. Our listings on [redacted] clearly allow customers to select which model of laptop case they want and during the checkout,, customers can again review their purchase and finalize the order. This is all to prevent mistakenly ordering an incorrect item.

If you have further questions, you. can contact me via mobile ###-###-####. Thank you for your consideration.

Sincerely,