Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/08/2023

  Type:Product 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.

  I ordered a specific planner but the company sent the wrong one. The company claims that I ordered the planner that was sent, but I did not. I have informed them that either their records are wrong or there was a problem during the ordering process. The company will not exchange the item for the correct product. The company says it will let me return the item but will not guarantee a refund for the product if I return it and will not refund the shipping cost or cover the return shipping, even though the company sent the wrong item. Therefore, I could be out the cost of the item plus shipping both ways even after having returned the item, despite the company's mistake in sending the wrong item in the first place. I want a full refund (including shipping) and a prepaid return label for the incorrect item.

  Business Response

  Date: 12/08/2023

  *****************
  
  We have received your complaint. 
  
  On November 24th, 2023, you ordered a copy of our ******** journal. In the order process, you had an opportunity to confirm your order. You then immediately received a confirmation email specifying your order of our ******** Journal. On November 25th, 2023, a shipping confirmation was sent to you, again specifying your order of the ******** Journal. 
  
  Your order was shipped on November 25th and delivered/received by you on November 29th, 2023.               . 
  
  On December 7th, 2023, you reached out to our support team  stating your ordered our ******** journal and were advised that based on your order, as noted in your confirmation emails, you ordered the ******** journal. You were the advised that can proceed with our specified return process to have your purchase refunded, provided it is in unused condition. Once received and accepted back into inventory, you will be provided with a refund and can order the journal you want, or simply keep your refund. 
  
  These options remain open to you should you choose to proceed. 
  
  We are not able to send you an additional journal without receiving your returned item. Additionally, we cannot accept returns of used and unsellable products,
  
  Thank you.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20977766
  
  I am rejecting this response because the company has not committed to making a full refund, including the shipping costs, and providing a pre-paid return label. Given the many conditions placed on a return (e.g. pristine condition and not accepting the risk of damage in transit), I am concerned that they will simply claim that the product was not in acceptable condition and then not provide any refund. (What about products that the customer received that were damaged upon arrival? Does the company not accept those returns?) That would leave me out both the item and out the money spent. Given that they sent the wrong item, the company needs to accept the risk of return and not place that risk on me 

  The item that I ordered was not the one they claim was ordered. I know what I ordered. As stated, either their records are wrong or there was an issue with the order placement process. The screenshot they submitted is not of the confirmation page, and the other screenshot is not of an email that I received. Also, the proposed solution of ordering the planner again is not adequate because the company was having a sale at the time the planner was originally ordered, and the company has not committed to providing the same discount on a new order.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/11/2023

  Our refund policy is clearly stated on our website. You are welcome to return the item and we will refund our purchase provided it is returned in an unused condition. **************************************************** The potential damage in return transit you are concerned about is a fairly rare occurrence and a risk that can be mitigated with insured, priority mail. 

  We have already provided evidence that you purchased the ******** journal, not Business ****. Shopify systems cannot and do not arbitrarily change orders. Your order was confirmed in multiple steps throughout the order process - when you made payment, when you received an order confirmation email, when you received a shipping confirmation email, when you received a delivery confirmation email, and when you received your item on November 29th.
  
  Your initial email on December 7th is within our 14-day return policy and we are happy to accept the item back. If your item is unused and in original condition, you will have no issues receiving a refund. However, if you have written in the journal, removed the labeling, or damaged it in any way, unfortunately, we cannot refund your purchase. 

  Thank you!