• Report: #890835

Complaint Review: Vintage Bed and Bath

  • Submitted: Wed, May 30, 2012
  • Updated: Thu, May 31, 2012

  • Reported By: thomas — santa rosa California United States of America
Vintage Bed and Bath
395 Oak Hill Rd Mountain Top, Pennsylvania United States of America

Vintage Bed and Bath Unethical online transaction Mountain Top, Pennsylvania

*UPDATE Employee: Customer Right - Vintage Wrong

*Consumer Comment: No ripoff here

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I purchased a towel warming rack from Vintage Tub and Bath for $354.00 on 4/14/2012, by the time it arrived on 4/25/2012 I had already installed a locally bought towel rack and the bathroom remodel was done.
So I returned it hoping to get a full refund and a return on shipping costs.

I was informed by their rep that I would not receive a shipping refund because they claim they have 10 business days to ship. I have perused their website and cannot find that claim. Even if technically they are correct by allowing themselves 10 business days to ship, it makes their business worth less to me (instead they charge way more). So I am out the $34.00 to return and insure through USPS.

Next I was eventually issued a partial refund of about $287.00.  After waiting on hold, I was informed that the missing balance had been charged as a restocking fee, even though their website says they at most, they charge a 5% fee. They also charge a 10% fee for a secondary box, but my product did not have a secondary box. Also my item was not a special
order, and as I did not even take it out of the box there was no damage on my part.

I think this company displays unethical mannerisms, and I STRONGLY SUGGEST BUYER BEWARE WITH GREAT PREJUDICE!

I am still in communication with the company in the hopes of getting back some of the $66.50 they stole from me. As of now I am out a little over $100.00 dollars and have received nothing but a BIG HEADACHE from this endeavor. STAY AWAY from non-reputable online companies.

PS--all they had to do was fill the original order in a timely fashion--and they couldn't even do that? I have had normal Amazon shipments arrive in less than 24 hours and I have received international shipments in less than 10 days. UGH.

UPDATE: Vintage bed and bath said they were keeping the money they took from me because they were charged a
restocking fee from their vendor. They said if I had sent it back to them, they would have charged a lower fee, but since I didn't send it to them, I incurred the larger fee.  GET THIS! they are the ones who told me to send it to the vendor and never made me aware of hidden third part restocking fees. It is quite clear to me this company behaves unethically.

This report was posted on Ripoff Report on 05/30/2012 07:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Vintage-Bed-and-Bath/Mountain-Top-Pennsylvania-18707/Vintage-Bed-and-Bath-Unethical-online-transaction-Mountain-Top-Pennsylvania-890835. 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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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 UPDATE Employee

Customer Right - Vintage Wrong

AUTHOR: Vintage Tub - (United States of America)

When I receive a customer complaint, I thoroughly review the issue. When I believe we were clearly in the right, I defend our company.  When I am uncertain or know we were wrong, I admit it and try to make it right.
 
In this case we were wrong.
 
The facts: The customer called and ordered a towel warmer on Saturday, April 14th. We processed that order on Monday, April 16th and the manufacturer, Amba, shipped the product on April 18th (UPS tracking number 1Z360F8F0393300041). The product was delivered on Wednesday, April 25th.  At the time of the call, the posted lead time for the product was: Leaves GA within 10 business days. Allow time for delivery.  We delivered the product to the customer in California 8 business days after he placed the order - well ahead of the combined actual lead and shipping times.
 
I listened to the actual phone calls for this order and return. The customer asked our sales rep at the time of purchase about who pays for returning the product if they change their mind about keeping it. Our sales rep clearly explained that in that specific case the customer would be responsible for the return postage cost.
 
The part where we made the mistake was when the customer called us on April 24th the day before the product was actually delivered to tell us that he wanted to cancel the order. The customer believed that we were not shipping the item fast enough and he purchased another unit elsewhere. The proper thing for us to do was to issue this customer a Return Merchandise Authorization (RMA) number and instruct him to ship the item back to us. The customer would pay for the return shipping and we would issue a full refund of the purchase price.
 
What actually happened was different. We did say that the customer would be responsible for the price of return shipping that was never in doubt. Where we goofed was that we failed to issue an RMA and left it unclear as to where the customer should return the towel warmer. When the customer returned it back to the manufacturer, we were charged a restocking fee. Because there were no RMA in our system, our Customer Service department thought the customer was in error and passed the restocking fee on to him.
 
With this in mind, I am refunding the restocking fee because we did not properly inform the customer where to return the item. Further, I will refund an additional $34 to cover his return shipping costs as a way to apologize for the needless hassle that we caused him.  I hope you find my apology, full refund and compensation for your return shipping fees adequate compensation for your time.
 
Allan, EVP Merchandising, VT&B
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#2 Consumer Comment

No ripoff here

AUTHOR: Ashley - (U.S.A.)

It is common practice amongst any retailer to charge a restocking fee for non-defective merchandise. You have incurred cost to that company and they need to be covers for that cost. It costs a retailer money anytime an item is returned that isnt defective in some way. They will have to resell it as open box or used. Just look at any major retailers and they ALL have a restock fee on items perchases.

On your second point, why should a company pay for return shipping on non-defective merchandise? Why should they lose money just because you decided that you didnt want something. No ripoff here either.

On your third point, you ordered the item on 4/14. That's a saturday. Most buisnesses would not process a saturday order until monday, you actually ordered on 4/16 as far as they are concerned. You recieved the order in 8 buisness days. That's not abnormal at all. No ripoff here, that sounds like a pretty normal amount of time to wait for an item to be shipped. Standard UPS ground is 5-7 days and you got it in 8. It states in multiple places taht they ship within 2 days. If you did not pay for expedited shipping, you recieved it in a normal amount of time.

The only unethical thing I see is them having you ship it to the manufacturer and not to them. That seems strange to me. However, being unethical is not the same as being ripped off. Either way you would be stocked a restocking fee.
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