Complaint Review: Sunshine Discount Crafts - Largo Florida

This is in response to the Just Bad Customer Service post. Information not found regarding the original posting.

Sunshine Discount Crafts is committed to providing excellent customer service. Like any company, however, there are occasional communication breakdowns and that is why it is always a good idea to speak with a supervisor when you are not initially satisfied. We are familiar with this customer but just learned about the Ripoff Report posting from a new customer earlier this month.

Every order we ship has a bright yellow notice just inside the box, asking customers to inspect all items and report any problems within 7 days. This being said, we also have a 30-day return policy that is published in our catalog and on our website. This customer had ample opportunity to be familiar with the policy as the dispute occurred after she phoned in her second order.

We understand that there are manufacturing defects that can't be seen on first inspection and we take care of those issues when they are reported within a reasonable time. When a problem is not reported for 30 days or more, we find that we can't always be sure of conditions where the merchandise was stored that may have contributed to the defect.

When this customer reported the issue to a CSR taking her second phone order on November 14, 2008, the CSR's initial response was that the problem should have been reported within the 30 day return period. The customer did not ask to speak with a supervisor, however. She did follow up with a letter to the company president that was dated November 18th, the same day of this Ripoff Report. When the letter was received, the doll was replaced immediately on November 26, 2008, less than 2 weeks after the original complaint! Unfortunately, this did not give the company a chance to receive the letter, much less respond to it. We notice that the customer also did not practice the same diligence in reporting satisfaction of her complaint to Ripoff Report.

I purchased some dolls from the same Sunshine Crafts in Florida. It is to my dismay that one of the dolls was broken in the package and the damage was not visible until the doll was removed from its packaging. The woman who uses these dolls placed a second order over the telephone and reported the damaged merchandise. A salesman with Sunshine Discount Crafts reported "since you did not report the damage within 30 days, there is nothing we can do about it." This discovery was made 60 days after placing our order and it is within the guidelines under the UCC for commerce. The original posting suggests the return shipping is the responsibility of the craft wholesaler. This is not true, the purchaser is responsible to return the damaged goods at their own expense and Sunshine Discount Crafts is obligated to ship a replacement or extend the appropriate credit. If you are unsuccessful through customer service, it is sometimes necessary to contact consumer protection in Florida regarding some unfair dealings with Sunshine Discount Crafts. More information about consumer protection is available by visiting www.hillsboroughcounty.org/consumerprotection and downloading the brochures and a consumer complaint form.