Complaint Review: Anjoorian Silks

I created an informal contract with Anjoorian Silks for the ombre dying of two silk pieces of fabric on September 19, 2007. I paid the company through PayPal as instructed. The process was an excessively lengthy eight month transaction for which the service rendered only took the company approximately one weekend to perform (as explained by the owner). The fabric was not made to specifications as requested and the company offered a refund. However, I was charged an undisclosed restocking fee of 25% (or $103) at the end of the transaction. This fee was not disclosed prior to the transaction, on the company's website, or in any of the numerous email or telephone discussions that I had with Judith Brooks (the owner). I was not informed in writing or otherwise regarding this fee until the fee was deducted from my refund. The $103 is not a nominal fee as it rewards their company for a transaction from which I received no benefit. As the company is aware that color matching is not guaranteed, a restocking fee as excessive as 25% definitely should have been disclosed if not before, at least during, the course of the transaction. The owner began as professional and nice; however, when I requested that the undisclosed fee be refunded, I was met with unfounded rebuttals and untruths. The owner said that refunds on custom orders are rare; however, during our many talks, she was informed that it was a strong possibility that the fabric would be returned. At such time, I could have at least been informed of the restocking fee, but again, this fee was deceptively withheld. I was willing to come to a compromise because I do understand the cost of business, but the owner became rude and very offensive. The bottom line is that the company took advantage of the situation once I decided that I wanted a refund and took the opportunity to in essence steal money that should have been duly refunded as promised.

Ty
Richmond, California
U.S.A.