WeatherShack.com

Review: On 02-07-14 purchased AcuRite 01030 weather station from WeatherShack. Part of the system, the display unit, did not work properly out of the box. Sent the unit to WeatherShack at my expense of $10.74 for replacement. Replacement was refused.

Excerpt from warranty:

Product Returns

Is the item you received not what you expected? Did it not have the features you wanted or just didn't have the functionality you hoped for? Whatever the reason, you won't be stuck with an item you can't use or that you don't want. We are proud to offer one of the best return policies in the online business.

WeatherShack.com guarantees your absolute 100% satisfaction. If for any reason you are not completely satisfied with the product you ordered, return it within 60 days of receipt and we will gladly exchange it for another product or refund the cost of the item (less our actual shipping costs). Please be aware that if you are purchasing a product that has "Free Shipping" our actual shipping costs will be deducted from your return refund. For international shipments, we cannot refund duty, taxes, or brokerage fees.Desired Settlement: Replace defective unit.

Business

Response:

This is an unfortunate situation. The customer contacted us and advised that his product wasn't working properly. We sent return instructions via email. I reviewed the email sent to the customer and he was advised to include all materials with the return. Unfortunately the outdoor sensor was not returned, only the indoor console. Most of the product manufacturers we represent require that we send the entire product back to them if we are returning a product due to defect, otherwise we will not be credited ourselves for the return. While I'm not aware of any prior misunderstandings regarding the language used in our return email template, we do plan to review the template for any opportunities to further emphasize that products must be returned in their entirety.We did not refuse his return however we did email him to advise that the rest of the product needed to be sent back. The customer responded and advised that he felt our return instructions were not clear. After it became apparent that the customer was frustrated, we decided to send him a postage paid return label so that he wouldn't have to pay for shipping on the item he omitted from the original return. He sent the outdoor sensor back using the return label and a replacement unit has been sent to him. To my knowledge we have not received further correspondence from the customer and we assume his issue is fully resolved.In reviewing the multiple email correspondences with this customer, I feel we were cordial and went above and beyond to explain the situation thoroughly in hopes that he would truly understand the reasons behind us needing him to return the entire product, etc. As for our 60 day satisfaction guarantee, which he referenced in the complaint, the guarantee does state that the product must be returned. We offer hassle free returns however we do require that products be returned in their entirety.In closing, we're a family owned company and are one of the largest dealers of weather stations in the country. We strive to provide an exceptional shopping experience for our customers and very much regret that this customer feels he had a less than favorable experience. We hope he will give us an opportunity to earn his business again in the future.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In looking to purchase a professional weather station for my husband for Christmas, I chose WeatherShack.com because of their reputation for excellent customer service. I fully confirm this reputation. The customer service representative gave me excellent advice, I am very satisfied with the products I received, and although I did need to exchange one product, the process was very easy with the help again of the customer service department. I will be using WeatherShack.com again and recommending to our weather-enthusiast friends.