Complaints

• Initial Complaint

  30/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an RV entrance door key replacement. I installed the key and after one week. The key will not open the door. The key kept running in circles through they hardware without opening the door. I got stuck outside and I had to break one window netting to pass my daughter through to open the door from inside the RV. I returned the key package to the store and was told that because I installed it, they will not refund my money to me. One of the salesmen pressed some section of the key and then used a screwdriver to tighten it and said the key was okay so I should take it back. I told him I can't break the window again because the key did not work for me so there will be no point to install a broken key and then would have to break the window again. After a long argument, I was told they will refund only half of the money and that the box was sealed when I purchased it. I lifted the box and showed him the box was not sealed and that the key system has only two parts and it's not possible to break it if it was working correctly. It turned into a long augment and they said they won't refund my money to me. And that they will call the police if I did not leave the store. I left the key with them as I demand a refund of my money as the key was defective. The invoice they gave me says opened and damaged products are subject to 15% restocking fees but they said they won't give me my money. I need my money back. The total purchased price was $83.99

  Business response

  12/06/2023

  The customer came into our store and raised her concerns with the parts manager. The parts manager attempted to reproduce the issue with the lock and could not find any fault with the lock - it operated correctly. In addition, our store policy is to not accept returns on items that have been installed or used in any way. Despite this policy, we offered the customer a partial return as a gesture of goodwill. The customer raised their voice with our staff and threw the lock and packaging around the front counter several times. At this point we asked the customer politely to leave and they did not. We had to involve the owner of the store to ask the customer to leave. The customer declined to take their door lock with them, opting to throw it as us one final time before leaving the store. 

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