Tobi Steamer Does not refund for return Torrance California

Attached is the letter I sent after nine calls to Tobi USA

12/26/07

To:Tobi USA, LLC

RE order # 1005260165
Invoice # TOB6098294

I am writing to voice my total dissatisfaction with the order I placed on 10/18/07. Your website had an option of paying the full amount plus shipping or paying four monthly installments of 29.95 and no shipping. I couldn't understand why you would want someone to pay the full amount and pay shipping when they could choose a monthly installment and not pay shipment but I went with it. I received no confirmation of my order. The only way that I knew my order went through was when I saw a charge on my credit card statement in the amount of $179.93 on 10/19/07! I immediately called to find out why this charge was submitted to my credit card. I was told by customer service that it was a charge for the entire amount plus shipment plus a first installment of a second unit. I told her that I had not selected two units but had selected the $29.95 installment because it did not have shipment included. She told me that even if you chose the second option, you would still be liable for the first option if you did not "click" on the option not to have the first option. Now I ask you, how would anyone have known to do that. When you choose an option, that is the only one you want. Why offer a second option if the first option is going to be done anyways. So I contacted customer service on 10/20/07and spoke to Sade to ask that the second unit not be shipped and the billing be reversed. She told me that that could not be done and that I would have to wait until I received the items before anything could be done. I had the option of refusing one of the shipments and it going directly back to you so I would receive my credit for it faster or calling after the shipment arrived for a return label and I would receive a credit to my card in the amount of $59.95, the first installment of the second unit plus the shipping of $29.98 I called on 10/30/07 and spoke to Nick to find out the status of my shipment. Unfortunately, both of the units were shipped in the same box so refusing one was not an option! I contacted Robbie on 10/31/07, when my shipment finally arrived to get the return label processed and he promised that it would be out immediately. On 11/15/07 I still had not received the return label so I called back and spoke to Karea, I got a confirmation number of 2324485 and the assurance that the return label was on its way.

I am in medical equipment repair and we deal with vendors on the west coast and even though shipments from the west coast take 5 to 6 business days to be received but the invoice is received within 4 days. It is now 11/26/07, 11 days after my last contact with you and I still have not received my return label and I have received another charge of $29.95 against my credit card on 11/19/07 for the second installment of the second unit that I did not order. I called on 11/26/07, again to find out where my return label was and was told by that person that you do not send out return labels and I would have to send the unit back at my own expense. I emailed you on 11/26/07 regarding my dissatisfaction with the handling of this matter. I shipped the second unit back to you via DHL on 11/27/07, tracking # 24636939751 at my expense in order to avoid further charges from your incompetent company. I tracked this shipment and it arrived back to you on 12/3/07, signed for by N. Resendiz. I called again on 12/6/07 and spoke to Steve at extension 0505. He confirmed the receipt of the second unit back to you and told me I would receive my refund in seven to ten days.

When on 12/18/07 I still had not received my credit, I called again on 12/18/07 and spoke to Eric. He told me that I would see my credit within 72 hours in the amount of $89.88, two installments plus the shipping charge. On 12/18/07 you charged my card $29.95 again for a third installment of the unit that was returned!

It is now 12/24/07 and there has been no credit to my card. That is 96 hours, four full business days, since the date of the 72 hours promised credit. You now owe me a credit for three installments of $29.95 plus the shipping of $29.98 for a total of $119.83.

I feel that I have been more than patient waiting for this entire unsatisfactory transaction to be rectified (fixed) with a credit to my account. I do not get any response to my emails to you and all I get from the phone call correspondences are more promises of the matter being taken care of and then no action! I have emailed my credit card with a transaction dispute regarding charges from your company and will also be sending them a copy of this letter. It is my sincere hope that this will finally get the desired results from you.

Sincerely,

Attachment: DHL Tracking information

Carrie
Lawrenceville, Georgia
U.S.A.