Hero Initiative Shipped purchased product to wrong address and blamed me. Los Angeles California

My dad wanted a specific book for Christmas. I purchased it from Amazon from a third-party seller, Hero Initiative. It was delivered on Christmas Eve, just in time for Christmas. The problem is that is was delivered to the wrong address. It was delivered to a different city, two zip codes over. I called USPS to tell them they need to go back for the parcel, they sorted and delivered it incorrectly. The rep informed me that they did, in fact, deliver it to the correct address listed on the parcel. Because they delivered it to where it was addressed, they could not do anything about it. Understandable, it’s not their fault this time.

I turn my attention to Hero initiative, livid that a business was willing to take a customer’s money, but careless about the address they put on the parcel. Once I figured out how the Amazon message system works, we have a two-day back-and-forth argument. I log in to Amazon and told them that they sent my dad’s Christmas gift to the wrong address. I emphasized the city they sent it to, and I emphasized the correct city they should have sent it to. The same address I’ve had in Amazon since I signed up, which is the same address I’ve been receiving mail at for almost a decade. I’d have to be braindead to give an incorrect address as my own. I told them I need a new book sent to the correct address. They message back, through Amazon, and in their three-paragraph response proceeded to blame me three times for the incorrect shipping address, they copy-and-pasted the address from my order information. They were even so kind as to give two screenshots to show me that it was all my fault. One from Stamps(.com), which they must use for shipping labels, and one from Amazon. They also ignored my request for a new parcel and refunded my purchase. The problem with the screenshots was that it backed up my claim, not theirs. The Stamps screenshot had the incorrect address and the Amazon screenshot had the correct address. The problem with the refund is that I still need the book for my dad.

It was still in-stock according to Amazon (who was showing 3 available). Not an unreasonable request considering any company would rectify the situation that way, especially if it was their screw-up. I message them back and question what the screenshots are trying to prove, considering they’re showing two different addresses. I told them I checked my shipping address twice before completing my purchase, and once again when it was delivered to the incorrect city. I let them know I need a new book sent out, not a refund. I told them I didn’t want to go through this purchase process again. Their response was to not even bother (to repurchase), they’d rather not deal with it. It was a Stamps error and that this has spun out of proportion all for a book. I gave up on a quick response and tore into them. They did not once admit to their screw-up, they refuse to take responsibility and they refuse to apologize. They blamed it on me three times, and then when they were proved wrong they blamed it on Stamps. I told them they handled the package. This is ultimately their fault. They could have easily double-checked the address before getting a label, and then triple checked the address before physically sending it out. This was their error and their error alone. The audacity and the gall they have is incredible. And then to basically say the interaction is not worth it because the book costs $X.XX? Ignorance.

A purchase is a purchase, business is business. They clearly don’t value their customers if they don’t spend a certain amount. I continued on that they are arguing with the customer while they are in the wrong. I don’t know any business who argues with the customer while the business is in the wrong. Anyone would be livid in this situation. I told them I just want the book so I can be done with this. It’s impossible to value everyone you do business with, but you certainly don’t tell that to the customer. Especially, once again, if you are in the wrong. They refuse to cooperate with a new book, and have been all-around unpleasant and arrogant. They have not once taken responsibility for sending to the incorrect address, and as such they have not apologized. This company doesn’t value customers, they don’t value quality-checking their orders, and they certainly don’t value customer service or customers who have a problem. They value smooth transactions because they’re easy, and they will not admit when a problem with the purchase is their fault. They don’t belong on Amazon, their values quite obviously don’t line up and they make Amazon look bad by being affiliated. I made sure to file a complaint with Amazon, and now I will be putting my awful experience with this company here on Rip Off Report.