ComplaintsforMillwork.com

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of shutters for $52.46 from this company, when I received it I realized the color was not the color I wanted. So I began a return process (everything was still intact and box still sealed), they sent me a link to get a return label from them which DID NOT work!. Furthermore, they informed me that not only is there the restocking fee but I would be responsible for the return shipping cost-which on the website they do not mention. Afterwards, I chose their other option to bring the item to the carrier of my choice and return there and then send Millwork the Tracking number. When I went to return it I found out the cost to return this item was $55.00 which made no sense. The cost to return is more than the purchase. When I called to help get a resolution they basically told me, they couldn't get me a label, and if I wanted to return this I would have to pay the $55.00 shipping cost. They made NO attempt to help with this matter. To me this is a scam, they have basically put me in a position where I HAVE TO keep this item, because it would cost me more to return it. I believe that if this is there return policy, they should clearly state on their website that the cost to return may surpass *** cost of an item. Or at the very least they should have offered to cover half of the shipping . They are misleading customers on the ease of returning a product, and do not divulge that you are responsible for the return shipping until you request a return. (I have attached images of the their policies on their website and they DO NOT mention a return shipping fee only a restocking fee).

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/29) */ Hi *****, Thank you for your feedback regarding your recent order with us. I am sorry to hear that you did not have a positive experience and would be happy to speak into your concerns. Firstly, I want to make sure I understand the issue. On our end, your inquiry was submitted as a request to return. In your case description on the BBB, you mentioned you realized the color you received was not the color you wanted. You purchased the color, Royal Blue, so we should have sent that color to you. If we did not, we would issue a full refund for the order. However, if what you mean is that you did receive the Royal Blue shutters and did not like it after all, then we would process this as a return. If you did receive the incorrect color, I will need photos for verification. Regarding the link not working, I am not sure what to say about that. On my end, the link is working. The 'link' we sent was really just a URL, so if you copy and paste it into your URL search bar, you should see exactly what I am seeing. I attached a screenshot verifying the link works. If you select the 'Get Label' option, it will take you to a page where you can submit your package dimensions and get a rate; this rate is what it would cost if you purchase your label through the link and, if you buy the label, then the label cost would be deducted from your refund. You purchased a single pair of shutters which should have come in one box. I estimated the size of the box based on the shutters you ordered. The resulting cost was less than half of what the shipper you chose offered you. We created this option for customers to return specifically for this reason. As an online retailer, we receive better shipping rates than the average person. If you were to purchase a label on your own, it will almost always be significantly more expensive than it would be if you used our account to purchase it. I appreciate your feedback regarding the return policies page. To be frank, this is not feedback I recall receiving from customers as I believe it is generally understood from our policies page that the customer is responsible for return shipping. I attached a screenshot from this page and under the 'Return for a Refund?' section, we do specifically say that items purchased that shipped for free will have actual shipping charges deducted from the refund in addition to a 20% restocking fee. The products you purchased would fall squarely into this explanation. That said, I understand where you are coming from and I will be reviewing this page with my team to see how we can improve the verbiage on this page. While we do not cover the cost of return shipping, I would be happy to waive the restocking fee as a goodwill gesture. As well, I would like to remind you that if you use the link we sent you, you can purchase a label through us at a much lower rate than if you were to purchase it yourself. Here is the URL again for your convenience: https://livesupportteam.com/labels.php?id=WMoqWpdrr2a%2BFxupJzP%2B6WFGuUKrIHIp Please let me know if there is anything else I could help you with and have a great rest of your day! Sincerely, Kody Consumer Response /* (2000, 7, 2022/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolution. I have now been able to get the label at the lower rate and I will accept that I AM NOT charged the restocking fee. So I will expect a refund in the amount of $26.51.

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