ComplaintsforHistoria Emporium - The History Store, LLC

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In reference to: Order # 112-0173368-4209060 Blue Ridge Models 1/350 Scale USS Des Moines CA-134 WW2 Navy Battleship Model Kit On July 22, 2022, I purchased a model ship of the USS Des Moines CA-134 from The History Store located in Newington, NH via Amazon, for my 83 year-old grandfather who served on the USS Des Moines more than 60 years ago. He gave me the money to order it for him. He paid $147. 59 ($135.90 plus tax). When the ship arrived, it was not the correct ship. Instead, the seller had sent a model ship of the USS Salem CA-139. My grandfather was greatly disappointed. So, I contacted the seller on my grandfather 's behalf via Amazon on Aug. 1, 2022 and explained the problem. The seller responded by saying they would send the correct ship after we returned the wrong one. The seller said they would send a return label attached to their email to my Amazon address and I should use THEIR return label instead of going through Amazon's return process. When I went to the UPS store, I paid the UPS clerk to print the label. He took the label and the ship, telling us he would "take care of it" and we left. On Aug.12, 2022, I contacted the seller inquiring about USS Des Moines model because we had not received it yet. The seller replied saying they returned our money minus a restocking fee of $88.56 because the USS Salem model was not returned to them in the same condition as it was received. We were stunned to say the least, because the box was exactly as we received it when we took it to the UPS store. Later that day, I called Amazon. The CSR agreed this was not our fault and sent a message to the seller asking them to return the $88.56 to us. The seller responded saying the product was damaged and would not refund the fee and that I should take it up with UPS. I sent one more message to the seller. I am attaching screen shots of all my correspondence with the seller and Amazon's UPS policy. This situation is NOT our fault. We just want the ship we ordered.

  Business response

  09/20/2022

  This customer received an item purchased via Amazon, and wanted to return it for an exchange. The only requirement for this exchange was that the item be returned in the same condition in which it was received. This is our business policy and also Amazon's. The item had been sent to the buyer in perfect condition and in a brand new, sturdy box. The buyer did not use that sturdy box for the return and instead returned the item with no shipping box. This expensive model kit (an item most valuable when in pristine condition as many people collect model kits) was simply taped up and a label taped directly on the box. This resulted in the kit's packaging being damaged during its return. This item could not be sold as new and a restocking fee was applied per Amazon's policy. This customer was not willing to accept any responsibility for the condition of the item as it was returned. It was her responsibility to return her purchase in the same condition as it was received. She fully had the right to return the item, and she had the responsibility to return it according to the terms of sale of Amazon. Amazon, probably as customer-friendly a company as there is, did not side with this customer and force a full refund. Instead, Amazon honored its policies and allowed us to charge the restocking fee. And how did this customer respond when she was held to Amazon’s policies for returns? She sent multiple, repetitive, self-pitying, unpleasant, demanding messages insisting that we accept the cost associated with her not following the rules. When told that she would not be receiving a full refund for the item she damaged during its return, this customer then made multiple threats to do just what she did here - leave negative reviews on Internet sites. We have been in business for almost 20 years and refuse to be bullied, blackmailed, extorted  or cajoled into giving undeserved things to bad actors like this complainant. Her threats via the Amazon message system were reported as such and we stopped receiving messages from her. It is also possible that Amazon took action against her for her conduct as that type of behavior is not permitted on that platform. This case was handled ethically and in accordance with the terms of sale associated with the purchase. This entire circumstance could have been avoided if this customer simply would have followed the rules. 
  
  

  Customer response

  09/21/2022

  
  Complaint: 17733429
  
  I do not accept the business's response as a resolution to my complaint because: their response is inaccurate and insulting. 

  I did not damage the package while returning the product. I took the product, as instructed, to The UPS Store along with the shipping label provided. The UPS Store did not package the product correctly for return. As such, the business could have filed a claim with The UPS Store to cover their losses. Instead, they blamed me even though the Amazon policy is that you can simply drop a product off at The UPS Store and "no box needed" (meaning The UPS Store will take care of packaging the product as needed).

  When I reported all of this to Amazon, they sided with me and reached out to the business asking that they refund all of my money. I've attached a screenshot of the message from Amazon to the business. 

  When the business refused Amazon's request, Amazon refunded my money under their A-Z Guarantee. I have again attached a screenshot of the email from Amazon confirming the refund. 

  After this whole ordeal, I wrote a review of the business on Google. They responded to it exactly as they did here with one exception: they called out my full name several times in an attempt to intimidate me. The review is not currently visible on Google which suggests the business complained about it and it is awaiting review by Google.

  Not once has the business acknowledged their mistake in sending the wrong product to begin with. Instead, they blamed me again and again. Now, they are telling lies to try to escape bad reviews. 

  This business provides awful customer service and they seem to be getting away with it by blaming their customers. Please help me by showing the business that their practices are unacceptable.

  
  Sincerely,
  
  ******** ****

  Business response

  09/21/2022

  No Amazon A-Z claim was ever awarded and no payment as such was ever taken from the business's Amazon receipts. If Amazon covered this issue and gave the customer a full refund then the issue should be considered closed. We received no further communication from this buyer via Amazon once she started to threaten us with Internet extortion (such as the bad Google review and this contact to the BBB). She was reported by us to Amazon for abuse of the Amazon message system as that behavior is prohibited on that platform. This issue has been resolved on Amazon as that is where the transaction took place so it is requested that you please close this complaint. 

*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. ↩