ComplaintsforFiesta Factory Direct

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Three weeks ago I purchased six place settings from Fiesta Factory Direct. The settings arrived in three boxes. The plates were too heavy for me and I phoned the company to ask for a shipping label to send the boxes back. I paid $360 for my total order. The representative I spoke with told me that they offer no shipping labels and that return shipping would be my sole expense. Today, I went to the postal store and shipped the settings back. I paid $180 for shipping. Fiesta could have sent me a label and had me pay for shipping at their cost. I know for a fact, that their shipping rate is much less than $180. I have never filed a complaint before but this business practice is just too unfair to let slide. I would like them to refund my shipping cost or at least refund my cost, less the amount they would have paid if they sent me a return shipping label. Forcing a customer to pay retail shipping costs to return their product is criminal.

  Business response

  11/23/2023

  Hi, I have attached our return policy that is listed on our website Fiesta Factory Direct. This has been our return policy since we have started this website. The customer is responsible for sending returns back for an exchange or refund. If any items come damaged/flawed we will provide a return to return the items. We also have this policy listed at the checkout. 

  Business response

  12/06/2023

  A refund has been issued for the order. We are not able to refund more than what is paid. We issued a full refund for the order placed. We do not refund any return shipping charges. 

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It appears that we are at an impass. The business should have sent me a return ticket, which I could have paid for, to return items, rather than me paying $180 on a $360 bill for return shipping. The BBB is not going to do anything about it besides bounce emails from the company and I, back and forth. The company is not going to do anything to make it right. 

  They have refunded the $360, and made it sound like they were doing me a favor. I sent back exactly what I purchased, so there is no reason I would not get a full refund. That was never the issue. My complaint was regarding return shipping. 

  At this point, I guess my only option is small claims court and that is not worth my time and money.  Hopefully, this will be a learning experience for the company and perhaps they will send return labels to customers at their cost. This would be great customer service. Most good companies offer free returns or returns at the company's cost (*********, ** B**** **** *** ***** ***** ****** *** **** ******* ********* * *** ******  ********
  
  ******* ************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  MARCH 28, 2023 On March 21, 2023, I ordered 4 Fiesta Cereal/Soup bowls from the Fiesta Factory Website. Psayment was through my direct checking account. I was informed (email) that the package would be delivered by March 25, as it was. I was given an email for this delivery as well. Upon March 25, I did not see the package at my address. I took the email notice to our local ***** delivery station and they gave me a photo of the delivery. This package was not delivered to my address. Rather, it ended up at the door of a unit four buildings away from the unit I live in (3285 unit 201). Now, the condo park has 14 buildings with 4 units in each building. It takes time to find any address in this condo park. My adddress (3271, Unit 201) was not the address of the delivered package. I ran up and down stairs to view all units in the buildings in my area of the condo park. I finally found it and opened it to find that the order was not what I had ordered. I went back to the ***** delivery station and they told me that I had to have a return label. I called the number to get this, and they said that they would come and pick up the package on either Monday (03/27/23) or Tuesday (03/28/23). As of yet, no delivery person has come to get the package. I have left a note on the door to knock. No one has knocked. I am prepared to return the package via **** after 4:00 p.m. today. Thank you for taking my complaiint.

  Update:

  The first number used for label contact was an "800" number (instructed to wait for the ***** truck to come and get my package. The truck came but also needed a label). Yesterday, 03-28-2023, I called the 800-452-4462 (top of the label) to get the return label and QR from. I typed out the text return label as it was an option rather than using the QR. I took it to the ***** station and the clerk told me that the printed label was not a label that "they use." Fortunately, I had not deleted my email and downloaded it from my phone. Fortunately, the QR came with the download and ***** could get the return label. This horrible package has been returned. Now, getting my money back may never happen. The internet commerce is being used to bilk people out of money. Never again, will I buy on line. It stinks! If my story is not enough to pursuit the practices of this company, then don't. Just sit and read complaints. It's a lot easier.

  Business response

  03/29/2023

  On March 21, 2023 the customer purchased 4 – Fruit/Salsa bowls. On March 26, 2023. The customer emailed us and said that ***** has delivered the order to the wrong place and that they was returning the bowls back to us. They also mentioned that the wrong bowls was sent, but no photos was provided. I am not sure what items was sent, but I believe the customer ordered the wrong item. The Fruit/Salsa bowl is a smaller bowl, and most people would not use it for cereal/soup bowl. We do have measurements of our items listed on the website. On March 28, 2023, the customer called and asked for a ***** return label. We emailed them a label to return their order back for a refund.
  Unfortunately we are not able to control any difficulties the customer has gone through with *****. There is very little we can do with ***** delivering the order to the wrong place or not coming to pick a return up.
  ***** says the order will be returned to us on March 30, 2023. Once we process the return the refund will be issued within 24 – 48 hours.

  Customer response

  03/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Cameron ******** 

*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. ↩