Complaint Review: Polymer Clay Express - New Market Maryland

On 2/13/15 I purchased a product from Polymer Clay Express for $5.  I completed the checkout process and received my order confirmation for the $5.00 total.  Soon after I was reviewing my credit card charges and saw a charge for $8.50 from Artway, Inc. but had no idea what it was for.  I performed an internet search and finally discovered the association between Artway, Inc. and Polymer Clay Express so I wrote to Polymer Clay Express asking why they had charged me $8.50 when my order total was $5.00.  Michael, the office manager, told me the $3.50 was for shipping charges and I responded that I had not authorized that additional charge and he asked if I really thought I was going to get free shipping.  I told him that he needed to refund the $3.50 immediately or that I would be disputing the charge and filing a complaint with the Better Business Bureau.  He reluctantly agreed to refund the $3.50 and in the process was so rude and completely inappropriate so I told him I would definitely be filing the complaint.  See below for the exact email exchange between Michael and me.  I really hope the owner is much more ethical and takes appropriate action against Michael.

From: Polymer Clay Express [mailto:[email protected]] On Behalf Of Polymer Clay Express

Sent: Friday, February 13, 2015 3:22 PM

To: ***********

Subject: Invoice

Invoice Date

13-Feb-2015 Invoice Number

7839

Quantity Product Description Unit Price Total

1 Flecto Varathane 4oz - Gloss $5.00 $5.00

________________________________________

Shipping Cost: $0.00

Shipping Tax: $0.00

Grand Total: $5.00

Paid Already: $5.00

Outstanding: $0.00

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From: ****************************

Sent: Thursday, February 19, 2015 4:18 PM

To: [email protected]

Cc: [email protected]

Subject: RE: Invoice

Importance: High

Hi – why is there a charge from you (as Artway, Inc) for $8.50 when the order total was $5?

Thanks,

Christine

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On Feb 19, 2015, at 5:30 PM, Polymer <[email protected]> wrote:

Hello Christine

The $3.50 was for postage

Any questions please ask

Thanks again for your business

Rob-Office Manager

1-800-844-0138 11am-6pm est M-Fri

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From: **************************

Sent: Thursday, February 19, 2015 6:50 PM

To: Polymer

Subject: Re: Invoice

Rob, nowhere during checkout was I told that I would be charged $3.50 for shipping, nor was that indicated on my email invoice (would have been to late at that point anyway). That definitely would have impacted my decision about whether or not I wanted to purchase from your site and it seems terribly unethical that this happened. Please refund the $3.50 as soon as possible.

Thanks,

Christine

Sent from my iPad

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On Feb 20, 2015, at 1:00 PM, Polymer <[email protected]> wrote:

Christine

You actually thought that the order would be shipped with no charge for postage?

At the checkout there is a box to click for shipping-----you evidently forgot to do so

Thanks again

Rob—Office Manager

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From: **************************

Sent: Friday, February 20, 2015 1:18 PM

To: Polymer

Subject: Re: Invoice

Oh Rob, you must be still living in the dark ages. Yes, many companies don't charge shipping but work it into their pricing. Additionally, no legitimate, ethical company requires their customers to perform special actions in order to receive correct pricing information, nor would they ever have the gall to take the liberty to charge a person's credit card for charges they had not authorized.

Now either credit my card back within the hour for the unauthorized portion of the charges or cancel the entire transaction and issue a full refund. If you don't I will report you to the BBB and the Consumer Protection Agency and will dispute the charge with my credit card company.

This is my last email to you.

Christine

Sent from my iPhone

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On Feb 20, 2015, at 2:55 PM, Polymer <[email protected]> wrote:

Having been in business for 15 years and dealing with thousands of customers throughout the world, we have never had a customer like you-----making the accusations and threats

Gladly we will refund your $3.50------

No further orders made by you will be accepted

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From: **************************

Sent: Friday, February 20, 2015 4:46 PM

To: Polymer

Subject: Re: Invoice

Because of this insane response I am still planning to report you to the BBB and would prefer to cancel the entire order as I want nothing from a company like yours.

Sent from my iPad

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From: Polymer [mailto:[email protected]]

Sent: Friday, February 20, 2015 5:57 PM

To: ***********************

Subject: RE: Invoice

The truth is the truth

Do what you will----

As indicated, having been in business for 15 years and dealing with tens of thousands of customers throughout the world, we have never experienced

A person like you

If you want to cancel the order----return the package at your own expense and a refund for the $5.00 will be processed once the product is received in the same condition it was shipped.