Complaints

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• Initial Complaint

  Date:09/24/2024

  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 the Rosco Adagio ****** at the end of August, and upon inspection, realized that this material was not what we had anticipated. I reached out to Great Mats to seek approval of returning the item, and I was approved to return it but would be responsible for the shipping fee and 10% restocking fee. When I reached out to confirm after I had paid the shipping fees to return the item, the person in charge of refunds ******* mentioned that after inspection of the product they will reimburse me up to $188. I paid $262 for the original product (taxes included), so there is discrepancy in this cost that should be accounted for. From my understanding of the policy, I should be refunded a total of $236.00. I had to pay $110 just to return the product alone. Although I understand that per the terms and conditions of returns, I am responsible to pay the $110 shipping fee to return the product, they are only offering me 70% reimbursement which is against their 10% refund policy that I am eligible for.

  

  Business Response

  Date: 10/10/2024

  The customer reached out on 9/24 letting us know they shipped the item back to us and the amount they chose to spend to ship it back. They asked Mandy then how much they would be receiving for their refund, but since we had not received the product back yet,we provided the customer with an estimated amount. Mandy replied back on 9/24 stating the following: "Once the material is delivered to our warehouse, it will be inspected before accounting issues the refund. The refund will be roughly $188.00." The customer questioned the refund amount, and we spoke with them over the phone clarifying that our return policy does not include the original shipping costs. I have included a screenshot stating this on our website, the customer excluded this part of the return policy in their photo but it is found directly underneath what they sent. i have also included a copy of their order showing that we refunded the customer on 9/27 a total of $196.32 which does calculate to a 10% restocking fee including tax. You can view this information on the bottom right hand box. The customer was basing the 10% restocking fee off of the Grand Total amount of $262.37, but that is not correct. Again, this was explained to the customer over the phone and they also agreed to our terms and conditions when placing the order. While our policy already states we do not refund the original shipping costs, we did add a note to the section the customer sent stating the restocking fee only includes the product cost so it is even more clear for customers moving forward. We try to learn something ourselves from these situations, as we always strive to provide the best customer experience each time.