- Report: #462385
Complaint Review: Toy Wiz - Suffern New York
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Author Confirmed
Why?
Toy Wiz
363 Spook Rock Road, Building K Suffern, 10901 New York, U.S.A.
Phone:
877-451 2597
Web:
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Toy Wiz This company assumes zero responsibility for their cheaply made overpriced toys! Suffern New York
I bought an action figure for my son from this company. It was not cheap either, especially after paying for shipping. Anyway, my son had it a couple of weeks when the arm broke off. Their reply was I could not get an exchange or refund, because "way too much time had passed." , according to "Eileen".
Contact the manufacturer she said. Since when is two weeks way too much time?? My husband got on the phone with them and they asked him if my son had been playing with it too much. What kind of a question is this? They were incredibly rude and short on the phone. I won't be ordering from a company that does not even try to please the customer. They assume no responsibility, they tell you to "contact the manufacturer"
Mary
Wiliston Park, New York
U.S.A.
Contact the manufacturer she said. Since when is two weeks way too much time?? My husband got on the phone with them and they asked him if my son had been playing with it too much. What kind of a question is this? They were incredibly rude and short on the phone. I won't be ordering from a company that does not even try to please the customer. They assume no responsibility, they tell you to "contact the manufacturer"
Mary
Wiliston Park, New York
U.S.A.
2 Updates & Rebuttals
Mary g.
Wiliston Park,New York,
U.S.A.
Lies again
#2Author of original report
Fri, April 16, 2010
Completely UNTRUE ! Yes, I did complain about the toy when I received it. It was cheaply made. But, NO NO NO, did I ever receive a replacement! I would not have written a report if I had received a replacement. I have better things to do. There will be more complaints about your company and the truth will be seen.
Toywiz
Suffern,New York,
U.S.A.
Detailed description of what happened with this order
#3UPDATE Employee
Wed, March 31, 2010
After looking for quite some time, I was able to locate this customers order. Their view of what happened with their order was not entirely accurate.
The customer first contacted us after they were not satisfied with the condition of this order once it was received. We instructed them how to return the item to us at no cost to them. After the return was processed, we shipped them another figure at our expense.
The customer then contacted us two weeks after the second shipment was received. They stated that the figure was broken and wanted to return the figure. Two parts of our return policy apply to this order. Our return policy states:
"We must be notified of the return within 7 days of your receipt of the product"
"If a child opens a toy, plays with it and breaks it, we will not be able to accept it back."
Our return policies are listed on our website and printed on every packing slip shipped to every customer. While we may bend our rules for certain circumstances, we can not accept a toy back if a child breaks it. We informed the customer that they can send it back for inspection. If the toy was defective, we would issue a credit or send a replacement at our expense. If the child did in fact break the toy, there would be no credit issued. The customer opted to not send the toy back for inspection. That would imply that they knew their child was at fault. We instructed them to contact the manufacturer if they did not wish to send the toy back. There is always the chance a manufacturer will send a replacement as well.
To recap, we shipped the customers a toy. They weren't happy with it and we paid to have it shipped back to us. We then shipped them another toy which they broke. We can not be held liable for their child's rough play with collectible figures. We gave them fair and viable options to resolve their dispute.
Greg
Toywiz.com
