• Report: #549808

Complaint Review: The Self Defense Company

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  • Submitted: Mon, January 04, 2010
  • Updated: Sat, March 06, 2010

  • Reported By: d.flagg — warner robins ga Georgia United States of America
The Self Defense Company
32 Wanaque Ave. Internet United States of America

The Self Defense Company shipped me two orders, charged my account for both, took merchandise back and refused to issue refund Internet

*UPDATE EX-employee responds: The Customer is a bit mistaken

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On March 26 of 2009 I enrolled in the Self Defense Companys free trial test drive of their DVD instructional series which boasted a satisfaction guaranteed money back offer. They shipped me two orders of the exact same series and then proceeded to withdraw over $200.00 from my checking account. Not satisfied with the service and not 100% satisfied that the DVD series was worth the price they offered it for I called the customer support line on April 24th of 2009 to cancel my trial and receive the appropriate information to return the merchandise and have the money placed back into my account.

The customer service rep (Bill) said he wasnt in the office and couldnt handle my account. The 30 day period had expired and still the Self Defense Company failed to provide me with a return authorization number until after several email exchanges which I instigated.

After shipping the merchandise back via FedEx, and confirming the package was delivered the Self Defense Company had still not refunded my money. After emailing their customer service rep (Bill) several times regarding the matter I finally received a final email on June 6th 2009 stating they shouldnt have allowed me to send the merchandise and would not be refunding the money.

As of January 4th 2010 the Self Defense Company has all of the merchandise as well as my money despite their mistake of shipping multiple orders and then charging me for it. They have also chosen to disregard the fact that I cancelled within 30 days which they acknowledged by eventually providing me with an authorization number and after filing a complaint with the Governors office of Consumer affairs and the BBB they are now denying they ever received the merchandise at all and refuse to rectify the situation with a refund.

I understand that this company has done this or something similar to it to several people within the last 36 months and would appreciate any help on the matter.           

This report was posted on Ripoff Report on 01/04/2010 10:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/The-Self-Defense-Company/internet/The-Self-Defense-Company-shipped-me-two-orders-charged-my-account-for-both-took-merchan-549808. 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 EX-employee responds

The Customer is a bit mistaken

AUTHOR: James Smith - (United States of America)

The customer who wrote this false report did so out of frustration.  Not the kind of frustration that people get from being wronged and can't do anything about which we all can understand, but rather the frustration from making a mistake, and having to deal with the consequences of his action.

The customer was shipped two modules from the Self Defense Company, but not by mistake, but because that is what he ordered from the website.  Maybe he hit backup on his browser and came back to the page or maybe he hit a two inside of a one like intended.  Those who received the order just put it through since you never know why someone might want two of the same item could be a gift, could be for teaching purchases we don't know, but what we do know is that the customer didn't contact us about the problem.

Now the company's return policy allows a customer to return the module any time during the first 30 days after purchase, and this policy is honored even if the customer calls as late as the 29th day.  If they don't contact us which the customer didn't do, they're charged for the product they have and the next module is shipped out.  This customer didn't contact the company until after the 30 days ended, and we know that because he called to say he was charged $200.00 (the price for the product and shipping at the time), and he wouldn't have been charged until the free trial was over.  He had ample opportunity to return the product or simply call and ask why he received two modules inside of one like he ordered, but he didn't.

Instead he called us after he was charged, and though the policy was clear, and we had every right to charge him we still wanted to work with him.  We were going to allow him to return one module and credit the charge to his next purchase, and we would correct his order form so, he would only receive one module each month from there on out.  We were willing to make an exception for a customer who wanted to do more business, but than he changed his mind, and wanted to get his money back and return the product. Well that is when we stopped trying to work with him and simply enforced the policy. 

He made an order, we delivered it, and at the end of the trial he was charged for what he kept.  It seems pretty reasonable, but only when we wouldn't let the customer break the rules for his own benefit did we become the bad guys.  Also we never received any merchandise back from this customer, and we have a return procedure for those who contact us prior to the end of the trial, and only those people are given the address of our returns department. Keep in mind the 30 days had already passed when the customer was charged.  He put his product in the mail and we have no idea where it was mailed too.

Is the Self Defense Company perfect I wouldn't make that claim, but they've always been fair in my experience, and when a mistake is made on their end it is corrected.  Those who complain like this customer never read the company's policies, and that is why this customer is so frustrated.  He contacted the company after the trial ended and missed the chance to make a return, and than he claims to have mailed the product back.  He was never charged for more than what he ordered, and everything that could be done for him within policy was done.
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