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Report: #1506553

Complaint Review: Power Equipment Direct - Bolingbook IL

  • Submitted:
  • Updated:
  • Reported By: Shari — Bend Oregon United States
  • Author Not Confirmed What's this?
  • Why?
  • Power Equipment Direct 969 Veterans Pkwy, Suite C Bolingbook, IL United States

Power Equipment Direct 1. Failed to send me confirmation of completed sale 2. Failed to follow through with sending item back to store. 3. Confusing and ambiguous return policy 4. Lousy customer service Bolingbook IL

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On March 17, 2021 I submitted an inquiry to Mower's Direct about the Mantis Tiller 3558 (battery powered 58V cultivator/tiller), and received an email (auto) response. On March 18, 2021, I attempted to purchase this item via their online ordering portal. I put in my credit card information, but when I pressed the complete purchase button, nothing happened. I did not receive a confirmation of sale or another other notice. I assume that my purchase did not complete. I ended up purchasing this item, online, elsewhere.

On March 19, I received an email from Mowers Direct stating my order has shipped. I was shocked to say the least. I called the company, waited on hold for quite awhile and spoke with an agent. She told me that there was nothing they could do, since the order shipped. She said that my confirmation of sale might have gone to spam. I asked how that was possible when I had received earlier correspondence from the company regarding my initial inquiry. I asked if I could speak to her manager. She put me on hold, spoke with someone, came back and told me that they would try to intercept the order and have it shipped back to the company and that I would get an email within 24 hours.

Over the next several days, I received texts and emails continuing to tell me that my shipment was on its way, that it was delayed and that it was pending. Again I sent an email to Mowers Direct requesting a way to terminate the sale or send back the tiller. I received an email stating that I could send the shipment back to Mowers Direct, but that they had to receive it by March 29th. Furthermore, I was to pay for the shipping and that I should purchase insurance.

I did file a report with the BBB over this transaction, but to date have not received a satisfactory response.

The Mantis Tiller arrived the afternoon of March 26th. I contacted the company on Monday, March 29th to let them know that I could not return it by the 29th, as it had just arrived. They extended the deadline to April 12th and also agreed to drop the $12.92 refund fee (not sure what that is).

I went to UPS to mail back the Mantis Tiller. UPS quoted me $89.03 shipping fee and an additional $4.00 if I wanted to purchase insurance. As the original purchase price was $249.99, I didn't want to lose over 1/3 of the value in shipping.

I sent another message to the company regarding the shipping costs. Here is an excerpt of that exchange:

Hello Shari,
You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, shipping prepaid via UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. We have waved the shipping fee for the outbound shipping fee. You are still responsible for shipping the product back.   Please make sure to let us know if there is anything else you need.    Warm Regards,   Kaitlin ------------

Hi, I was not provided a pre-paid label and was distinctly told, via email
return policy, that I was responsible for paying the return shipping costs.
I do not have a pre-paid label and eagerly await such a label so I can
quickly return this item to you.

Please send at once and provide any other needed return instructions for
me.

Thank you,

-----------

Hello Shari,
What was sent in the email was the RMA attachment that goes into the box of the item that is being returned so know it went with your order. You are responsible for purchasing a label with FedEx or UPS to ship it back.    Please make sure to let us know if there is anything else you need.    Warm Regards,   Kaitlin ----------- Hello Shari,
The prepaid means you pay for the label.    Please make sure to let us know if there is anything else you need.    Warm Regards,   Kaitlin ------------ Hello Shari,   Prepaid means that the shipper owns the freight payment responsibility. Since she is going the return she is the shipper now. Once the order leaves our warehouse it is your property. When you do the return you become the shipper. 

  Please make sure to let us know if there is anything else you need.    Warm Regards,   Kaitlin ---------------- My understanding of the definition of "prepaid" and "shipper" are different than how the business is interpreting. In the end. I have a tiller that I never received confirmation of ordering. I tried to put a stop order on the shipping as soon as I was aware of the charge. The company verbally told me they would intercept the order and this did not happen. I am on the hook to pay the shipping fees. The last email back from the customer service mentioned that I could try to resell the item on Craigslist or Ebay.  

This report was posted on Ripoff Report on 03/30/2021 09:42 AM and is a permanent record located here: https://www.ripoffreport.com/report/power-equipment-direct/bolingbook-il-mowers-tillers-1506553. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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