Zippo Manufacturing Co

Review: So I ordered a Polished Chrome Slim Zippo directly from the manufacturer's website at zippo.com on 6/13/14 [Order #[redacted]]; I expressly did so because I was afraid that, although the exact same product was cheaper on [redacted], I've had some issues with Zippo lighter reliability and wanted the best, most functional product straight from the source. I paid a total of $39.69 including a tax [which is weird since the company is in PA] and expensive $16.95 shipping. The item arrived on 6/16/14, in nothing but the cheapest USPS flat rate envelope and a small 1- layer square of bubble wrap plus the item. Recording opening the box, I soon discovered that my item was defective, in that the inner component was stuck in the outer shell, and even after days of wrenching at it, I could never get the thing filled with lighter fluid. After documenting the problem, I contacted Zippo through their complaints form; by 6/18, I still had not received any word from them so I called the company directly; the operator tried to get me to exchange it, but I made it clear [both in writing and verbally] that I only wanted a full refund [including the shipping cost both ways] for receiving a defective item, as overall as a customer I was dissatisfied. The operator finally agreed to, in her own words, "cut me a refund so long as the item wasn't filled with lighter fluid". Zippo sent me a prepaid envelope to send the item back, which I did dutifully. Today, 6/30, they informed me that they got the lighter but that "we do not refund the shipping on any Zippo order", only the tax and purchase price, which I think is extremely unfair as I did everything possible for a normal consumer to do in this situation, even documenting the defect, and still I lost money to Zippo just for them to get back their stupid, defective lighter.Desired Settlement: I want a refund of the ridiculous $16.95 shipping & handling amount, not only because I think I deserve to get it back for a non- functional lighter with a supposed "lifetime guarantee", but because I think I got overcharged on the shipping & handling price from the start, especially given that the item came, barely protected, in the cheapest USPS flat rate envelope [not even the cardboard one], and it's a SLIM lighter for gosh sakes!!! [again, I can definitely post the footage on [redacted]]

Business

Response: