ComplaintsforDr. Clark Store Inc

• Initial Complaint

  05/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase of some items that were on sale from DrClarkStore.com on April 26. I live in ****** so obviously I understand that we are subject to customs fees/taxes when we order items from US companies. On April 26 Dr ****************** Store sent me an email asking me to confirm that I understood that those fees were not included. However, because I did not see or respond to that email within 24 hours, on April 27 the order was cancelled. Dr ****************** Store does NOT make this policy clear during the ordering process, nor is it in the confirmation email that I received immediately after my order went through. (As an aside - I have been ordering items from the ** for over a decade and have never once encountered a company with such a strange policy - which seems as if they do not want my business.)Anyway, now they have refused to reinstate my order and are telling me that I need to place a new order. Which would be fine, but the items are no longer on sale and they told me they will not honour the sale price.Despite emailing and calling I was told that there was no manager who could help me and that was it. I am extremely disappointed with their idea of customer service and hope you can help me resolve this so I can just buy the items I wanted at the original sale price.Note: I would be happy to provide BBB with email documentation of the above (just dont want my private information to be posted publicly).

  

  Business response

  04/18/2024

  BBB thank you for contacting us in regards to this complaint, I was not aware that we had a complaint over a year ago, and we appreciate the opportunity to respond to this complaint.
  Looking back on the order history for *********************************, we do see that she had contacted us about a discounted product, and we had confirmed that it was not discontinued but that it had a short shelf life and we had it on clearance.
  When ******************************* placed her order, our system flags all international that Duties and Customs charges will be made at the time of delivery not when the order is placed. The system sends an email awaiting confirmation that they understand the policy and we can move forward with shipping the order within 24 hrs of the order being placed. We recognize that 24 hr window is not enough time to give customers so we changed our setting to be within 48 hrs.
  Customer Service responded to ******************************* to place her order again, the reason is that we do not keep any payment history information, and we are not authorized to reinstate the canceled order. We failed to inform ******************************* that if the order was placed again, we would honor the original discounted order price.  
  We have updated our systems to help our international orders to be processed, but we do have International Customs constantly changing the regulation, and we will be notified after instead of before of regulation changes and products do tend to be returned and not delivered to customers. We are working on this matter when the issues are presented,unfortunately not before.
  We will contact ******************************* and offer her the original order price and an additional 20% discount on any items of her choosing. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩