Treetime, Corp.

Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: [redacted] eCommerce Mgr
Contact Phone: [redacted]
Contact Email: [redacted]
This product was purchased 12/2/2014 and returned to us just prior to Christmas last year. The tree had 1 bulb that was either missing...

from the socket or not functioning. The customer did not want to troubleshoot the cause over the phone and returned the product to Treetime for a refund. We issued the refund but deducted the cost of freight per our return policy.
Loose, missing, or burned out bulbs aren't cover by our warranty. The reason for that is it's usually a very quick fix as it was for the tree in question. Since these trees come with hundreds of lights it can sometimes happen that a bulb will become loose during shipping to the customer. We expect that if such an issue occurs the customer is willing to spend the time with our technical support staff to resolve the problem prior to getting an authorization for return of the product if Treetime is to pay for the return.
Unfortunately, [redacted] wasn't willing to do this and sent the product back after requesting a return authorization on 12/7 [redacted] She refused to troubleshoot and refused we send her a spare strand of lights as a temporary fix. Because of that the return ship cost was deducted from the refund.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/29) */
[redacted] I did troubleshoot with 3 other people tried to help. I also have a light keeper pro to fix lights.I called customer service 4 times.Ask for shipping label where they sent me lights I never recieved no lights its a lie.If something dont work they should pay this was not a easy fix or I would have fixed it.If your dont send the tree back bye a special date they dont take the tree back at all.the trees lights half the lights was out, Thank You[redacted]
Final Business Response /* (4000, 13, 2015/05/06) */
We issued [redacted] a full refund minus shipping costs. We did not deduct any sort of restocking fee or refuse her return. Per our return policy http://[redacted]/Return-Policy we clearly state that the customer is responsible for return shipping. We ask that the buyer (within reason) troubleshoot any issues with Treetime prior to sending a product back if they find something wrong. We give the option to send spare lights, exchange a section (if in-stock) or to send the item back for a refund within 30 days. We don't offer credits after 30 days from the date of sale. Everyone at Treetime wants ever customer to walk away happy even in the face of returning a product. In no way have we been unfair to [redacted] in what we offered her and have always displayed a clear and concise return policy.