Deanne
West Melbourne,#2UPDATE Employee
Tue, July 01, 2003
The customer named in this report ordered a treadmill from our website on 10/24/02. The product was on backorder at that time. We informed the customer of the backorder and she opted to upgrade to a different treadmill that was in stock. After the customer received the product, she contacted our offices to obtain a return authorization number as she was not satisfied with the treadmill which totaled $249.95 with shipping included (not FREE shipping). Since the item was neither defective or damaged, the customer was responsible for shipping the item back and was assessed a 15% restocking fee as well as original shipping charges from her final refund. If the item had been deemed damaged or defective by our service team, she would have received a full refund including shipping charges. Such was not the case. Some items (including the item in this case) already have shipping and handling charges added into the total cost of the product. This is done to save time for the customer as they are checking out so they do not have to wait for a calculated shipping quote. When a return is made for convenience reasons, the customer is charged for the original shipping that was calculated into the final total as well as a restocking fee to cover the expense of reconditioning and repackaging the product so it can be resold. The customer states that she never read or knew of any terms and conditions upon submitting her online order. There is a link to our policies page on EVERY page of our website and there is a link to the policies page at the online checkout. It states at the top of the checkout page in quite visible print that by ordering any products from our site, you are submitting your electronic signature agreeing you have read and agree to the terms and conditions of our website. Via numerous emails and phone calls, we informed the customer that we would not waive any of the standard fees she was charged yet she continued to make harassing calls and sent repetitive emails to our staff regarding the refund long after the matter was closed. We feel this is simply a case of buyers remorse. The customer simply didnt bother to read the terms and conditions of our website before placing an order. We are not responsible for absorbing fees on a return simply because the customer did not like the product and did not read the return policies prior to sending it back.
Deanne
West Melbourne,#3UPDATE Employee
Tue, July 01, 2003
The customer named in this report ordered a treadmill from our website on 10/24/02. The product was on backorder at that time. We informed the customer of the backorder and she opted to upgrade to a different treadmill that was in stock. After the customer received the product, she contacted our offices to obtain a return authorization number as she was not satisfied with the treadmill which totaled $249.95 with shipping included (not FREE shipping). Since the item was neither defective or damaged, the customer was responsible for shipping the item back and was assessed a 15% restocking fee as well as original shipping charges from her final refund. If the item had been deemed damaged or defective by our service team, she would have received a full refund including shipping charges. Such was not the case. Some items (including the item in this case) already have shipping and handling charges added into the total cost of the product. This is done to save time for the customer as they are checking out so they do not have to wait for a calculated shipping quote. When a return is made for convenience reasons, the customer is charged for the original shipping that was calculated into the final total as well as a restocking fee to cover the expense of reconditioning and repackaging the product so it can be resold. The customer states that she never read or knew of any terms and conditions upon submitting her online order. There is a link to our policies page on EVERY page of our website and there is a link to the policies page at the online checkout. It states at the top of the checkout page in quite visible print that by ordering any products from our site, you are submitting your electronic signature agreeing you have read and agree to the terms and conditions of our website. Via numerous emails and phone calls, we informed the customer that we would not waive any of the standard fees she was charged yet she continued to make harassing calls and sent repetitive emails to our staff regarding the refund long after the matter was closed. We feel this is simply a case of buyers remorse. The customer simply didnt bother to read the terms and conditions of our website before placing an order. We are not responsible for absorbing fees on a return simply because the customer did not like the product and did not read the return policies prior to sending it back.