Complete It Presentation First told me I can't return the item then told me I will have to pay 20% restocking fee. Burlington Ontario Canada
On May 15th I placed an order for a Mitsubishi projector from http://www.complete-it.ca. At the time of purchase I was not aware of a very high 20% restocking fee. Before my order was processed I had to argue with Kevin about the city I live in followed by having my order processed. I received the projector on May 26th and on the same day I sent the following e-mail to http://www.complete-it.ca as the online RMA request form gave me an error:
"Hi
Where do I send this projector back for refund? It has an extremely loud fan and a high pitched whining sound.
Regards
Arthur Kielec"
Here is the e-mail recored between me and www.complete-it.ca after that:
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K.Benton:
for warranty concerns you should speak with Mitsubishi.
Does it sound like there is a problem with the projector ? Mitsubishi would be the best to determine if there is a problem with it.
(((link redacted)))
A.Kielec:
By law in Canada I am allowed to return goods for refund if I am not happy with the product. The projector is not defective but too loud for my liking.
I will be contacting ViSA if you refuse return.
K.Benton:
How do you know the projector is not defective ? I suggest you contact the manufacture to discuss this with them.
If you wish to return the projector:
Please refer to our policy on our web prior to doing this.
http://www.complete-it.ca/customer/purchase_policy.php
A 20 percent restocking fee will be held back for all returns, subject to our inspection and acceptance of returned items
Specifications are published on our web, Here
http://www.complete-it.ca/projector/MitsubishiWD500U-ST.php
Any return to our office with out a VALID RMA will be refused
A.Kielec:
20% restocking fee for what? I did not agree to this agreement at the time of purchase . This information was not disclosed when I was making this purchase.
I will be reporting your site to www.ripoffreport.com
K.Benton:
It's clearly written on our website.
Do the rip-off report and I will advise my legal council to sue you for libel look if up if you don't know the definition (((link redacted)))
Govern yourself accordingly I strongly suggest you seek legal council prior to doing this.
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Never fear the truth and be bullied into backing down if you know your rights. I will never by anything from this guy again or his website "complete-it.ca". Very Unprofessional
Smack007
Anmore, British Columbia
Canada
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
2 Updates & Rebuttals
Smack007
Anmore,British Columbia,
Canada
Kevin is dead wrong.
#3Author of original report
Fri, May 29, 2009
You have a "purchase policy" that is hard to find. You don't even have a link from your main page to your purchase policy, refund policy and return policy. Customers who visit the site have to go on a scavenger hunt to find the purchase policy. It's under customer service. I would click on customer service if I was interested in contacting a company.
If Kevin wanted his online store to be open and transparent about their refund policy, he would have placed a refund or return policy link on his main page and all item pages.
Anyone who reads this report before purchase at www.complete-it.ca, congratulations . You most likely found out that they charge 20% restocking fee here.
BTW I won the case with FutureShop.ca
After BBB got involved in the case because they were concerned. FuturesShop head office apologized and issued full refund.
Complete-it
Burlington,Ontario,
Canada
Complete it: Purchase Policy's Published
#3REBUTTAL Owner of company
Thu, May 28, 2009
The client completed an over the phone purchase on May 15th, 2009, the unfortunate part of this transaction is that he failed to completely read our purchase policy, which clearly states:
Condition of Returned Items
All returned items must be in new and resalable condition and meet the following criteria:
*A handling / service fee of 20% of unit price plus original shipping costs based published rates will be deducted from refund. If upgraded shipping method was used this cost is non refundable.
*Be in the original shipping carton with all original packing material.
*Include all accessories in their original wrapping/packing material. The actual replacement cost for missing items will be deducted from your refund/credit.
*Include all manuals, warranty/guarantee information, and instructions. The actual replacement cost for missing items will be deducted from your refund/credit.
*Customer pays shipping costs and must insure the package for the purchase value. Acceptable shipping carriers are UPS, Fed-Ex, Purolator, DHL, or Airborne. *Do not send return merchandise via Canada Post; it will be refused. Products returned by Canada Post will not be credited or exchanged.
For complete policy please refer to:
http://www.complete-it.ca/customer/purchase_policy.php
The client also has mentioned an argument with regards to the shipping address, which the complete address and postal code was provide by him. Our UPS shipping system provides XXX as the city in relation to the postal code that was given. Our question to the client was simply to clarify a possible error in shipping address. Unfortunately, Arthur was more interested in starting an argument, not actually receiving the product ordered.
With regard to the comments made about the loud fan & whining noise, we referred Arthur to the manufacture, as mentioned in the previous email tread. We are not the manufacture, we do not make the projectors, we are simply a retail outlet for consumers.
We always try to work with our clients & manufactures directly to resolve any concerns. Complete-it did offer such assistance with this case, which was met with resistance; the customer has threatened to contact their Credit Card Company.
Our commitment to customer service is paramount; however, clients like this make it difficult for everyone to benefit from the service we provide.
In the end our purchase policy stands, a restocking fee of 20% will be deducted from any acceptable return.
Arthur Kielec, AKA: Smack007, Anmore, British Columbia has made several other postings on this website with similar product return issues. One would only assume that if he was concerned about restocking fees or return policies, he would have better educated himself prior to entering into a purchase contract.