Complaint Review: W3STORES

In November of 2007, I ordered a CD storage cabinet for $269.95. When it arrived, I realized that I had ordered the wrong finish and it doesn't match the 3 cabinets that I had ordered from them before. It was totally my fault. Per the instructions on their website, I contacted them immediately requesting an RMA number to return the cabinet and get another one.

My many emails and many voice mails never got the courtesy of a response. No signs of life whatsoever. In February 2008, out of frustration, I reported them to the San Jose Better Business Bureau. Shortly after that, they contacted me.

To me, their return policy was unreasonable: I pay for all shipping plus a 20% restocking fee. After keeping my money for so long! But that's not the point.

The point is: there is no excuse to ignore repeated inquiries from a customer, let alone a loyal one. It should not take more than 3 months worth of aggravation to reply to an exchange request. It should not take a report to the Better Business Bureau to get a reply.

Tuan
Rockville, Maryland
U.S.A.