• Report: #502481

Complaint Review: SoldSmart International

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  • Submitted: Thursday, October 01, 2009
  • Last Posting: Wednesday, December 02, 2009
  • Reported By: Vicki — Queensland Internet Australia
SoldSmart International
soldsmart.com.au Internet United States of America

SoldSmart International Soldsmart.biz Sent WRONG item and now refuse to respond to requests, Internet

*UPDATE Employee: Wrong item received.


2Author 0Consumer 1Employee/Owner

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I ordered online from SoldSmart a Multi Level Cat Enclosure for $192.95. This is a fully enclosed cage, which means you can have your cat outside, but it won't be able to catch wildlife.

Eventually, we received the delivery, which turned out to be another item also advertised on the SoldSmart website, called an Adjustable Iron Pet Cage. This is a hexagonal structure, with no top or bottom. Possibly suitable for keeping rabbits - but any self-respecting cat would jump out in a nanosecond.

As there is no telephone customer service number, I emailed SoldSmart Customer Support. I received what turned out to be a "pro forma" response, asking for details I had already sent them (eg order number, item number, etc) as well as photographs showing them what the problem was, as my issue was "visually related". I am still not quite sure what that last one was meant to mean.

I have since dutifully supplied SoldSmart with photographs and all the information they have asked for several times.

Now that they appear to have run out of questions to repeatedly ask me, they have simply stopped responding to my emails.

All I wish for, is that they deliver the correct item, and pick up the wrong item. I would have thought that was a fairly simple request (I am not alleging fault, damage or other mysterious problem) but it apparently is beyond the powers of SoldSmart Customer Service (which must be one of the greatest misnomers ever).

Too late I have discovered a litany of complaints against this company on a number of other websites - one complainant even provided a copy of an email they had received from SoldSmart which was identical to one I had received, yet related to a completely different issue! 

Due to their SoldSmart's lack of response, I have now reported the matter to the Department of Fair Trading in New South Wales. I hope that course of action will lead to a resolution - so far, I am out of pocket, the proud owner of something I can't use, with a sad cat looking wistfully out the window.

Please, please, please... never use this company!

This report was posted on Ripoff Report on 10/1/2009 3:31:03 AM and is a permanent record located here: http://www.ripoffreport.com/outdoor-furniture-equipment/soldsmart-internatio/soldsmart-international-soldsm-b3d2e.htm.

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REBUTTALS & REPLIES:
2Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Update By Author

An offer to settle from Soldsmart... of sorts...

AUTHOR: UnhappyCustomer - Mount Nebo (Australia)

SUBMITTED: Friday, October 02, 2009

Since my initial report, I have now received a response from SoldSmart, complete with what they describe as an "option" to settle... Their email is copied below:

"Hello Vicki, Thanks for your email. Please accept our sincere apologies for delivering an item with incorrect specifications. There has been a mistake in delivering the products. The shipping company made the error. They must have put the address labels on wrong boxes. However, this is a mistake and it can be rectified. We request you to allow us a few days to provide the options to you to resolve the issue. As a low profit margin company, we will try our best to resolve the issue by offering you the best possible option to resolve the issue. A replacement would need the item to be returned. Please understand that it would be very expensive to return the item. It would take postage cost again which would cross the item cost itself. Plus all the paperwork would be time, money and energy consuming for you as well as us. We would like to know if you would take the option of 20% money back of your item. As you have purchased this item from us at $192.95. We can refund $40.00 back to you, and you also can keep the item. The item you received retails over $400.00 or more. We suggest you to accept a refund of 20% money back and ON-SELL the item on ebay for $350.00. This option would not only earn extra dollars to you but will also save both of us from the hassle of returning the item back. Please get back to us with your decision. However, please suggest if you have a better option to resolve this issue. Kind Regards, Alisha Soldsmart Customer Support SoldSmart International www.soldsmart.biz www.soldsmart.com.au( No Bidding - just great prices! )"

Yes, this really is the way these people do business!!

Needless to say, I declined their offer and pointed out that as they were clearly in breach of the Fair Trading Act I would accept that they pick up the incorrectly supplied item, deliver the correct item for which I have paid, and bear the cost of the delivery or I would report the matter to the relevant authorities.

I shall keep you updated.


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#2 Employee

Wrong item received.

AUTHOR: Soldsmart - Merrylands (Australia)

SUBMITTED: Wednesday, December 02, 2009

Hello,

As there appears to be confusion over a simple case of the wrong cage being delivered to you, we will review this case for you.

Please email support@soldsmart.biz and provide the Order number and/or Item number connected with the purchase.

Kind Regards,

David Martin 

Customer Support Manager

SoldSmart


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