• Report: #1042818

Complaint Review: Hardware World LLC

  • Submitted: Fri, April 12, 2013
  • Updated: Tue, April 16, 2013

  • Reported By: jrohn — atlanta Georgia
Hardware World LLC
16149 Redmond Way Internet United States of America

Hardware World LLC Bogus Reason for No Refund. Internet

*UPDATE Employee: Let's be reasonable.

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Stay away. This is perhaps the worst customer service experience imaginable.

After returning my purchase in new condition, they would not honor a refund as the box was not in original condition. The box! I did have to open the product to see that it wasn't the right fit for me. I did have to ship it. Now no refund since the box was damaged!

Be careful folks you better order perfectly and hope you get what you need as there is no easy refund here. 
As it stands now, they have my money and my product and I have 2 shipping charges to show for the experience.

Oh ya - there solution - donate the product to habitat for humanity. As if a charitable donation makes their lack of service acceptable. I'll decide when and where to donate to charity thank you.

This report was posted on Ripoff Report on 04/12/2013 02:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hardware-World-LLC/internet/Hardware-World-LLC-Bogus-Reason-for-No-Refund-Internet-1042818. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Let's be reasonable.

AUTHOR: Hardware World LLC / West - ()

Should a customer be able to order a product and then destroy that product so it can't be resold and yet still expect a refund?  That is basically what the customer demanded that we to do.

Our return policy is clearly posted on our website,  and in each customers account. The customer at no time contacted us for an RMA and did not follow the return instructions for a return and refund. 

The product box was ruined by a plethora of shipping labels, packing slips and transit routing labels and sustained in-transit damage as well. This could have easily been avoided had the customer re-used the original shipping box rather than the product display package for shipping the product back.   

He returned the product in the manufacturers box that the product is SOLD in.   For example, if you were to purchase a television at a retail outlet, would you purchase one in a box that had some other customers return labels, writing and a hole in the box?  No, you would consider that a used item and not available for resale.  You certainly would not  consider this a "new"  item.

We pack our shipments out to the customers so the items are not destroyed or damaged before reaching the customer, we expect the same courtesy if the customer is returning the item to us.  Common sense dictates you put the item in a shipping box.

We have a long history of  outstanding record of customer service.  This issue is not about our customer service.  When it was explained to the customer that the condition of the product was not restockable, and that we could either return the product to him or donate it to a charity in his name,  he became threatening,  and tried to bully the staff into a refund.  

His emails promised an internet smear campaign if his demands were not met.  Yet, this customer is a CEO of a company, and intelligent enough to be able to read and comply with simple return policy instructions conveniently posted both on our website and in his account. These were not difficult instructions to follow, the customer merely had return the product in restockable condition, placing the packaged product inside a shipping carton. No one will buy the product now in its condition, yet the customer insisted on a full refund on a product we cannot sell.

So,  while he can conduct his threatened smear campaign against us,  our track record stands for itself.  We maintain the highest customer satisfaction ratings on many websites,  and with the BBB.    Photos of the returned condition of the product and copies of his threatening and bullying emails are available upon request.
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