Big Apple Herpetological - Low Quality Merchandise - Shipping and Sales Tax Overcharges - Return Hassles - Happaugue, New York

I recently placed an order with Big Apple Herpetological, an online pet supply company specializing in reptile (herpetological) related items. I ordered some lighting equipment for my snakes from their online catalog, but when I received these items, I discovered that they were misrepresented in the company's online catalog, as they were of inferior quality. Since the lighting equipment was cheaply made and not worth what I had paid for it, I decided to return it for a refund. As per the company's return policy, I called up the company for a return authorization number, but I was given a hard time by the person who I spoke with.

They tried to talk me into keeping the items, and when I told them no, I was told that I would have to pay for return shipping, and a 10% "restocking fee" would be deducted from my order. I told them that I would accept their terms for the return of the item, and I sent the item back to them via UPS.

The company received, and signed for my return 2 days later, but after two weeks had gone by and my credit card still had not been credited for the return, I once again called the company. At first, they told me that they had not received my return, but when I told them that I had proof that they had received my return, they told me that they would have to "look for it".

Well, I gave them two days to "find" my return, and when I called the company again, they said that they had located my return, but there was a problem. They claimed that the item was returned "incomplete", and was not in "re-sellable condition". This is untrue, as I had returned EVERYTHING which they had sent to me, including all packaging and paperwork. They said that they could not issue me a refund, and they would send the return back to me if I would like (at addition cost to me, of course).

I told them to keep the return, as I would pursue other means to obtain my refund. I submitted a chargeback to my Citibank Visa card, and I have been issued a provisional credit pending the outcome of their investigation.

Jack
Red Bank, New Jersey
U.S.A.