The Troll's Cove Poor Customer Service and False Accusations about Product Damage! Waupaca Wisconsin
I purchased an expensive "Dale of Norway" sweater for my wife for Christmas of 2007! I Bought the wrong size and the merchant agreed to exchange it for one that was the right size.
The replacement was a different, less expensive style and it arrived with a obvious defect. One sleeve had a snagged or loose yarn thread that made the knitted pattern defective and with a long loose piece of yarn hanging from the sleeve.
It was not the $280.00 sweater I paid for! After contacting the Troll's Cove owner, Sandy Schulz I mailed it back at the cost of $25.00 via USPS. A week later it came back with a note accusing me or my wife of causing the damage. The owner refused to exchange it and refused a refund on return of the item! The owner accused me of being a deadbeat looking for something for free.
I'm no deadbeat! I paid for an expensive item, I paid for shipping it back and forth several times, I paid for long distance phone calls, I have spent hours trying to resolve the problem amicably. I am a professional, employed by the same firm for fourteen years and I treat my clients and customers with the greatest respect and courtesy. The Troll's Cove does not.
The owner refuses to reply and has yet to resolve this issue. Be leery of purchasing from the Troll's Cove if you do not know exactly what you are expecting to get in the mail.
Chad S.
Miles City, Montana
U.S.A.
3 Updates & Rebuttals
Sandy
Waupaca,Wisconsin,
U.S.A.
Our side: Unfair Charges.
#4REBUTTAL Owner of company
Sun, November 30, 2008
There are a few discrepancies in Chad of Stevenson Designs version of what happened in this situation. First the value of the original sweater he purchased was $269.20. The sweater that we exchanged it for had a retail value of $319.00. (Sending him the more expensive second sweater at no additional cost.)
Second: I do not know how he arrives at $25.00 shipping cost to him as the original shipping cost was part of the purchase. The cost to return the first sweater that he said was too small is always normally the responsibility of the customer. When the new sweater was sent to him the charges were $10.78 including insurance, USPS Priority which I paid. I have no idea where the $25.00 comes in that he says he paid out that he shouldn't have.
Third; Chad neglects to mention that before filing his complaint with this website he contacted the Greater Milwaukee area Better Business Bureau. After they completed their investigation of the situation and the manner that Chad was treated by us it was determined that we handled the situation in a professional, responsible manner. I have pasted a copy of my letter to Chad Stevenson Design.
Contact: Sandra Schulz
The Troll's Cove
715/256-9930
----
Mr. Chad Sxxxxx
(((redacted)))
I am sure that you are all the things that you say that you are and I certainly wouldn't argue those points, and I certainly did not intentionally mean to imply that you were a dead beat and if my letter made you feel that way it was not intended to do so and I apologize if it did.
I also have an impressive resume, however I believe that I should stick with the issue at hand here so I won't go into those details if you don't mind. I am a very accomplished knitter however and a good part of my business is yarn and notions for knitters, I also give class's in the same and help many people with their knitting problems in correcting mistakes and rewriting patterns that are unclear and sometimes incorrect. Having said that I believe that I am qualified to say that I notice many things in a knit garment that the lay person does not, the same as you an architect see things in a building or building plans that the lay person such as myself would not see until it was called to their attention. Mr. Sxxxxx I personally folded and packed the sweater in question, and there is no doubt that it did not have that pull in it. Being such a large pull on the outside of the sleeve as it is and of contrasting color I am sure anyone folding the sleeves of that sweater for shipment would have noticed that pull, even an untrained eye which is why I took the picture for future reference if needed. I have taken back some very questionable returns, however I am standing firm on this as that sweater would never have left my shop with an obvious pull like that one has in it. I am not accusing you of putting the pull in it what I am saying is that it did not leave my shop with that pull in it, and somewhere after that it occurred. It was shipped to you insured and if you feel that the USPS is at fault I do have all the receipts for the shipping and would be happy to send them upon request so that you can pursue this matter with the postal service.
Sandra Schulz
The Troll's Cove LLC
Sandy
Waupaca,Wisconsin,
U.S.A.
Our side: Unfair Charges.
#4REBUTTAL Owner of company
Sun, November 30, 2008
There are a few discrepancies in Chad of Stevenson Designs version of what happened in this situation. First the value of the original sweater he purchased was $269.20. The sweater that we exchanged it for had a retail value of $319.00. (Sending him the more expensive second sweater at no additional cost.)
Second: I do not know how he arrives at $25.00 shipping cost to him as the original shipping cost was part of the purchase. The cost to return the first sweater that he said was too small is always normally the responsibility of the customer. When the new sweater was sent to him the charges were $10.78 including insurance, USPS Priority which I paid. I have no idea where the $25.00 comes in that he says he paid out that he shouldn't have.
Third; Chad neglects to mention that before filing his complaint with this website he contacted the Greater Milwaukee area Better Business Bureau. After they completed their investigation of the situation and the manner that Chad was treated by us it was determined that we handled the situation in a professional, responsible manner. I have pasted a copy of my letter to Chad Stevenson Design.
Contact: Sandra Schulz
The Troll's Cove
715/256-9930
----
Mr. Chad Sxxxxx
(((redacted)))
I am sure that you are all the things that you say that you are and I certainly wouldn't argue those points, and I certainly did not intentionally mean to imply that you were a dead beat and if my letter made you feel that way it was not intended to do so and I apologize if it did.
I also have an impressive resume, however I believe that I should stick with the issue at hand here so I won't go into those details if you don't mind. I am a very accomplished knitter however and a good part of my business is yarn and notions for knitters, I also give class's in the same and help many people with their knitting problems in correcting mistakes and rewriting patterns that are unclear and sometimes incorrect. Having said that I believe that I am qualified to say that I notice many things in a knit garment that the lay person does not, the same as you an architect see things in a building or building plans that the lay person such as myself would not see until it was called to their attention. Mr. Sxxxxx I personally folded and packed the sweater in question, and there is no doubt that it did not have that pull in it. Being such a large pull on the outside of the sleeve as it is and of contrasting color I am sure anyone folding the sleeves of that sweater for shipment would have noticed that pull, even an untrained eye which is why I took the picture for future reference if needed. I have taken back some very questionable returns, however I am standing firm on this as that sweater would never have left my shop with an obvious pull like that one has in it. I am not accusing you of putting the pull in it what I am saying is that it did not leave my shop with that pull in it, and somewhere after that it occurred. It was shipped to you insured and if you feel that the USPS is at fault I do have all the receipts for the shipping and would be happy to send them upon request so that you can pursue this matter with the postal service.
Sandra Schulz
The Troll's Cove LLC
Sandy
Waupaca,Wisconsin,
U.S.A.
Our side: Unfair Charges.
#4REBUTTAL Owner of company
Sun, November 30, 2008
There are a few discrepancies in Chad of Stevenson Designs version of what happened in this situation. First the value of the original sweater he purchased was $269.20. The sweater that we exchanged it for had a retail value of $319.00. (Sending him the more expensive second sweater at no additional cost.)
Second: I do not know how he arrives at $25.00 shipping cost to him as the original shipping cost was part of the purchase. The cost to return the first sweater that he said was too small is always normally the responsibility of the customer. When the new sweater was sent to him the charges were $10.78 including insurance, USPS Priority which I paid. I have no idea where the $25.00 comes in that he says he paid out that he shouldn't have.
Third; Chad neglects to mention that before filing his complaint with this website he contacted the Greater Milwaukee area Better Business Bureau. After they completed their investigation of the situation and the manner that Chad was treated by us it was determined that we handled the situation in a professional, responsible manner. I have pasted a copy of my letter to Chad Stevenson Design.
Contact: Sandra Schulz
The Troll's Cove
715/256-9930
----
Mr. Chad Sxxxxx
(((redacted)))
I am sure that you are all the things that you say that you are and I certainly wouldn't argue those points, and I certainly did not intentionally mean to imply that you were a dead beat and if my letter made you feel that way it was not intended to do so and I apologize if it did.
I also have an impressive resume, however I believe that I should stick with the issue at hand here so I won't go into those details if you don't mind. I am a very accomplished knitter however and a good part of my business is yarn and notions for knitters, I also give class's in the same and help many people with their knitting problems in correcting mistakes and rewriting patterns that are unclear and sometimes incorrect. Having said that I believe that I am qualified to say that I notice many things in a knit garment that the lay person does not, the same as you an architect see things in a building or building plans that the lay person such as myself would not see until it was called to their attention. Mr. Sxxxxx I personally folded and packed the sweater in question, and there is no doubt that it did not have that pull in it. Being such a large pull on the outside of the sleeve as it is and of contrasting color I am sure anyone folding the sleeves of that sweater for shipment would have noticed that pull, even an untrained eye which is why I took the picture for future reference if needed. I have taken back some very questionable returns, however I am standing firm on this as that sweater would never have left my shop with an obvious pull like that one has in it. I am not accusing you of putting the pull in it what I am saying is that it did not leave my shop with that pull in it, and somewhere after that it occurred. It was shipped to you insured and if you feel that the USPS is at fault I do have all the receipts for the shipping and would be happy to send them upon request so that you can pursue this matter with the postal service.
Sandra Schulz
The Troll's Cove LLC