TheBlueDot Blue Dot company shipped me a defective phone. It was returned with their shipping label and lost by the post office. The company has refused to give me a refund after proof of return. Clifton Heights, Pennsylvania
In December 2011, I ordered a Samsung Continuum Galaxy Si400 through TheBlueDot via PayPal. The phone was defective, so I requested a RMA number online. TheBlueDot sent me an email with a link containing the return label. The initial link indicated "this page does not exist".
I contacted the customer service department and TheBlueDot sent me a PDF file of the United States Postal Service label. I mailed the package on 12/21/2011 and the tracking information was scanned.
After several days, I contacted to see if they had received the package and the customer service department indicated that they had not received the package. After several phone calls to the local USPS, it was finally determined that the phone was lost in transit and the USPS has not been able to locate the package.
TheBlueDot did not have any insurance on the package. I have made repeated requests for TheBlueDot to issue me a refund since the phone was defective and they failed to insure the package. TheBlueDot has denied my request indicating that they cannot afford to issue a refund for a phone that was not returned to them. The customer service indicated that they are a small company and insinuated that I could be participating in mail fraud.
I have written letters and several emails to the customer service department over the last 5 months, but the company refused by requests after spending hours rejecting my request with numerous emails. I filed a complaint with the BBB, but the company still refused to refund me the $143.50 that I paid for the defective phone.
I have filed an online complaint with the Penn State Attorney General's office. TheBlueDot has spent many hours constructing emails in response to my claim. TheBlueDot has only offered to give me another phone at a discounted price after all of my aggravation and many hours spent trying to get a simple refund. After many months, many emails, discussion with the owner, the issue is still unresolved.
1 Updates & Rebuttals
TheBlueDot.net
Clifton Heights,Pennsylvania,
United States of America
We worked with customer for over 6 months
#2REBUTTAL Owner of company
Sat, June 02, 2012
We worked with both this customer and the USPS for over 6 months trying to resolve the situation. We provide a post-paid shipping label to any customers who receive any defective items from us. Prior to shipping any phone from our facility - all of our phones go through a vigorous 7 stage testing process by 2 x certified phone testers. This customer sent back the phone using our shipping label that included tracking information and the tracking information never showed it as delivered back to us.
As any online business owner who ships regularly knows - providing insurance on a package in worth $147 would not make sense financially and is not cost effective.
We take great pride in the service we provide our customers and our customer service team answered and responded to every email received from this customer since December of 2011. If we issued refunds to anyone claiming to send back items to us - we would have been out of business a long time ago. If the USPS had shown confirmation that delivery had been received back to us - your refund would have gladly processed your refund within 7 business days of receipt of your package. Additionally, the Better Business Bureau had taken our side with this matter due to the fact the tracking number never showed the item as being delivered.
As the customer stated, we provided hours of support to this case and provided a hefty discount towards the purchase of a new phone.