Complaints

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• Initial Complaint

  Date:17/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ****** *** ****** mattress and low profile foundation October 24, 2024 at Capital Iron.
  Paid $90.00 delivery fee.
  November 8, 2024 requested exchange of low profile to high profile foundation. Delivered December 30, 2024 but was damaged. Paid $84.00 delivery fee.
  Damaged high profile left with us to use and 2nd high profile foundation ordered. Received 2nd high profile foundation on January 9, 2025. This one also damaged. Third high profile foundation ordered and is to be delivered January 22, 2025.
  ***I requested the delivery fee of $84.00 be refunded to me due to the inconvenience and damaged goods.***
  Owner of Capital Iron has refused refund of delivery charge of $84.00 as he said it is a 'factory issue' not that of Capital Iron.

  

  Business Response

  Date: 09/02/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to
  respond to this complaint. At Capital Iron, we take customer satisfaction
  seriously and always strive to provide excellent products, services, and
  pricing. Below, we would like to clarify the details of this transaction to provide
  a more accurate representation of the situation.
  Order
  Details and Original Delivery
  Mr. ***** *** purchased a Queen
  ****** * ****** mattress and a Low Profile Foundation from us on September
  22, 2024. As part of our promotional offer, the customer received a significant
  discount on the sale price, along with free delivery, which is
  documented in the invoice. While the customer states that they paid a $90
  delivery fee, this is not accurate—the invoice clearly shows that they
  received a $90 rebate, effectively making the original delivery free.
  This is how we write our invoices.
  Customer-Initiated
  Exchange & Delivery Charges
  In November 2024, Mr. ***
  requested to exchange the Low Profile Foundation for a High Profile
  Foundation. While our policy typically includes a restocking fee for
  exchanges, we waived this fee as a courtesy. The exchange required an
  additional delivery and pickup of the original foundation. Because this request
  was initiated by the customer and not due to any defect or issue with the
  original product, we charged a discounted delivery fee of $75 (plus tax) to cover a portion of the costs associated with transportation and labor.
  Multiple
  Replacements Due to Manufacturer Defects
  Unfortunately, the first High
  Profile Foundation received had a minor concealed defect, which was
  only discovered upon unpacking. As part of our commitment to quality, we
  immediately arranged a replacement the same day with extra unit we had just
  received for stock. Unfortunately, the second High Profile Foundation also had a similar minor issue, which again prompted us to order a third
  replacement at no extra charge. In the meantime left the first unit with the
  customer for temporary use. While most customers would have accepted this
  minor cosmetic imperfection, we respected the customer’s preference and
  proceeded with yet another exchange. The third replacement also had an even
  smaller defect, but the customer once again declined to accept it. Despite
  the challenges in sourcing and delivering multiple units, we are currently in
  the process of ordering a fourth unit to meet the customer’s
  expectations.
  Regarding
  the Request for a Refund of the $75 plus tax Delivery Fee
  The customer has requested a refund
  of the $75 (plus tax) delivery fee. However, as stated above:
  The original delivery was free (contrary to the claim of having paid $90 for it).
  The delivery charge applied only to the exchange requested by the customer.
  Our costs for these exchanges, including labor,
  transportation, and multiple product replacements, have far exceeded this
  amount.
  While we always strive to
  accommodate our customers, we find this refund request unreasonable,
  given the significant efforts and financial losses we have incurred to
  facilitate multiple replacements at no additional cost to the customer.
  Commitment
  to Our Community and Our Customer Satisfaction
  While we always strive to
  accommodate our customers, we find this refund request unreasonable,
  given the significant efforts and financial losses we have incurred to
  facilitate multiple replacements at no additional cost to the customer.
  As a reputable business, we believe
  in our vendor responsibilities towards our customers and community.
  However, we also expect customers to recognize their civil responsibilities and the efforts we make to provide excellent service. Running a business involves
  significant challenges. We create jobs for local residents and we pay substantial
  federal, provincial, and municipal taxes. **** ******** *** ******** ****** **** ***** *** ********** **** *** *** ********** ******* *** ******* *** ******** *** *********** *** ******* ** ** ******** ** **** *** ********** ****** ** ******* ********* Despite these financial burdens, we continue to
  offer industry-leading pricing, guarantees, and customer service. The $75
  plus tax delivery charge represents only a small fraction of the
  costs we have absorbed to accommodate this customer. It is unreasonable to expect us to refund this nominal fee when we have already provided free
  original delivery, waived restocking fees, and facilitated multiple
  exchanges at no extra cost. This request goes against the principles of
  fairness and mutual responsibility, and as a matter of principle, we are unable
  to grant the refund.
  We appreciate your time in reviewing
  this response. Please see a copy of the invoice attached.